Engagement
Stakeholder engagement
Understanding value chain impacts and stakeholder expectations is critical to our long-term success.
We regularly engage with our stakeholders across a variety of formats, including face to face meetings, surveys and multimedia channels. Through this dialogue we can better inform our strategy, enhance our customer service and deliver sustainable growth.
Customer-centric culture
Customers and consumers are central to our business, whether sole traders, large multi-national fleet owners and their drivers, or policyholders of our insurance partners. We strive to provide the highest levels of customer service and a flexible range of mobility solutions to keep them mobile and focused on what is important to them.
We aim to build long-lasting customer relationships and collect feedback directly from partners and through surveys such as TrustPilot, which we review at both branch and business levels.
Mutually beneficial supply chain relationships
We seek to build mutually beneficial relationships with all our key supply chain partners, enabling us to focus on every step in the full supply chain and to operate efficiently.
We have responsible business and supplier policies and commit to working transparently and consistently. We engage often, including regular meetings to review performance and improvement plans, and collaborate where there are issues to improve delivery and customer service. Key partners and suppliers have designated account managers; dialogue increasingly includes reviews of sustainable alternatives for products and adherence to our policies.
Helping to shape mobility landscape
We look to engage with governments and regulators to maintain a constructive dialogue and ensure we understand an ever-changing landscape for mobility.
Policies relating to the EV transition is a key focus, together with operational safety compliance aspects and personal data handling. On policy matters we engage principally through our active participation with industry bodies including BVRLA in the UK and AEDIVE in Spain.
- BVRLA: Through our membership we have actively contributed to discussions on commercial vehicle regulation. This has influenced the government’s approach to infrastructure and support for the energy transition, incorporating input from our customers and the industry. Our Fleet Director has been instrumental in developing the original Van Plan as a member and now chair of BVRLA’s Commercial Vehicle Committee. This led to significant changes in government spending, including the extension and ring-fencing of the Plug-In Van Grant, resulting in substantial savings for our customers. Leveraging our business and customer experience, we actively engage with government departments and public sector agencies to shape government policy.
- AEDIVE: As a leader in the vehicle leasing sector in Spain, Northgate is playing a crucial role in accelerating the electrification of transportation in the country. As elected members of the board of AEDIVE (Spanish Association for the Development and Promotion of Electric Vehicles), we have proactively worked to advance the adoption of electric vehicles at a national level.
Building investor confidence
We are committed to promoting investor confidence and understanding, to enable both equity investors and lenders make informed decisions. We seek regular dialogue with market participants to communicate our strategy and business objectives and maintain regular dialogue with lending institutions.
The CFO maintains regular dialogue with key lenders of the Group. Engagement is supported by the award-winning corporate website. In FY2025, the Company held investor meetings and internal roadshows in key business locations to discuss the Group’s refreshed strategic framework, purpose, new corporate brand, and corporate name.
Engaging with our people to improve employment experience
With over 7,800 people across three countries and at over 180 locations, our colleagues are central to our business performance and our ability to provide customer service. We are focused on attracting and retaining talent in competitive markets and ensuring colleagues fulfil their potential.
We promote a transparent, two-way communication approach with our colleagues through town halls, internal communications, and in-person events such as the recent leadership conference and other site visits. We also communicate formally through the Voice Network (an employee forum), and the Have Your Say survey. We are continually looking to support our colleagues with appropriate development opportunities.
Positive community impact
We engage with the local communities in each major location we have a presence, including local schools, business groups and community organisations. We aim to positively impact our communities by encouraging our employees to volunteer locally, both individually and as part of team activities.
We seek out and engage directly with community group leaders and enterprises to determine how we can best support social and environmental projects. Activities includes the loan of vehicles, volunteering and fundraising activities.
We participate in the Darlington Employers Environment Partnership (DEEP), which champions the Darlington business community in achieving a just transition to net zero and reducing environmental impact. In collaboration with DEEP and Darlington Council, we hosted an EV open day at our Darlington head office, which included a visit from the Mayor of Darlington. Our Head of ESG chairs the DEEP Steering Group.