Our Customer First Charter

Customer First is our drive to deliver an exceptional customer experience. It means going beyond providing good customer service – fully understanding your needs and supporting you at every step of your journey with us.

Our Customer First charter is our promise to you, our customers. It’s a set of behaviours you can expect from us, providing clarity, alignment, accountability, and guidance on what 'Customer First' means to Northgate.

In our drive to deliver an exceptional customer experience, we will:

We will ensure we are open, honest and transparent to our customers. We will be proactive and consistent in making sure our customers are kept in the loop at all times through every step of their journeys with us.

We will listen to our customers paying close attention to their needs and understanding how we can help them achieve their goals.

We will continually develop our people. We’ll also learn from customer feedback, enabling us to adapt and evolve where necessary.

We will always treat our customers with respect and empathy by responding promptly, acknowledging any mistakes and delivering on our promises.