FAQs: How can we help?

Unfortunately we no longer offer personal vehicle hire. You will only be able to hire a vehicle from Northgate if you have a business with a registered account.

You will need an active account with Northgate, a full driving licence and business vehicle insurance. For more details, please contact us on: 0344 947 1710.

We aim to open your account within 48 hours once your application form is appropriately filled out and returned to us. Please ensure you read the application carefully as incorrectly completed documents will be returned to you for correction which can delay your application.

Please contact our Invoice Queries Team on 0333 0431 095 Option 4, Option 2 or email: invoicequeries@northgatevehiclehire.co.uk

Billing and Invoice queries can also be raised through our online Customer Enquiry Hub.

Special orders usually take between 16 – 20 weeks. However, a lead-in vehicle can be supplied until the order comes into the local branch, so you won't have to wait long to get on the road.

The servicing of our vehicles must be carried out once every 12 months if your mileages are lower than the specific interval for your vehicle allows. In this instance, the Northgate scheduling team will be in touch with you to arrange your appointment.

However, if the vehicle mileage exceeds the interval for your vehicle (there is a service interval /mileage sticker which will be displayed on your windscreen), you will need to have your vehicle serviced before you go over that mileage.

Failure to do so may result in incurred costs on parts that otherwise would be fitted at no charge, if the vehicle had been serviced on time. This responsibility is on the operator of the vehicle. The scheduling team can be reached on 0344 947 1710, or a request can be made through our online Customer Enquiry Hub.

We take your anticipated mileage into consideration and ensure you have the best option for your needs from the beginning of your agreement.

We then monitor this based on servicing schedules or events. Our consultative approach to the mileage allowance means we offer suggestions to avoid end of life charges if the mileages seem to exceed the agreement. These suggestions could be fleet rotation, seasonal mileage averages to even out during the agreement term or increasing the rates to reflect a more realistic mileage band.

We recommend where possible that you provide updated odometer readings every 3 months. Mileage Reviews can be logged through our online Customer Enquiry Hub.

Unfortunately we no longer offer personal vehicle hire. You will only be able to hire a vehicle from Northgate if you have a business with a registered account.

Our pricing is based on mileage as it directly affects the residual value of our vehicles at the end of its life. This is necessary for us to determine what happens with the vehicle once Northgate chooses to remove it from our fleet.

Yes! We work with a number of partners to offer customisation of vehicles. However, please note all vehicles must be returned plain/without livery.

You will need an active account with Northgate, a full driving licence and business vehicle insurance. For more details, please contact us on: 0344 947 1710.

Deposits aren't usually required but the decision is subject to a credit check. Please contact us on 0333 0430 001 for more details.

We have a wide range of vehicles available; a selection of our core fleet can be seen on the vehicle finder. Please call a member of our team on 0333 0430 001 to find the best options for you.

We aim to open your account within 48 hours once your application form is appropriately filled out and returned to us. Please ensure you read the application carefully as incorrectly completed documents will be returned to you for correction which can delay your application.

Once you have a business account, you can book a vehicle through your Account Manager or the Customer Support Centre on 0344 947 1710.

Hire booking requests can also be made via our online Customer Enquiry Hub.

We have a range of vehicles available at any given time. Availability of specific models may depend on your location.

Vehicles can be booked by providing a named colleague on your account with a business email address for your company. You may require a unique reference or purchase order number to complete the booking. You will receive an email with a reservation number.

We can provide additional equipment ('semi cap') for your vans upon request and arranged through Northgate to ensure they are suitable for your vehicle. Speak to your Account Manager to explore your options and discuss the wide range of products we have available.

No, vehicles do not come with insurance included. You will be required to insure all vehicles and provide us with copies of the insurance certificates. We can recommend our partners Just Drive for any insurance needs you might have. You can contact Just Drive via 01325 776602 to get a quote.

Our friendly Business Support Team will be happy to find out for you. Call them on 0118 207 3530 or email business.support@northgateplc.com

Insurance policies are legal contract so the contracting parties must be recognised by their correct and full legal titles in order for the policy to be legally accurate and enforceable.

We can provide any vehicle you wish. We have a very strong buying position which allows us to offer our customers very competitive rates due to the volume of vehicles that we buy. For a full list of the vehicles available, please refer to the Vehicle Finder.

Yes! Your Account Manager will be happy to help. We have experts within the business who can help and advise with every aspect you might need. You can also browse our range of vehicles via the Vehicle Finder.

We advise that you ensure someone is available when we deliver and collect the vehicle to allow our driver to inspect the vehicle with you, assist with any questions you may have regarding the operation or controls, sign the necessary paperwork and handover the keys. Our drivers complete electronic rental agreements and vehicle condition reports (including taking photos of the vehicle condition at point of delivery).

If you collect a vehicle from one of our branches, please provide a copy of your photocard driving licence. We respectfully request that if you collect in the afternoons that you arrive no later than 4pm to allow us to complete a full handover. If you collect your vehicle from one of our branches there are no additional delivery costs.

A vehicle condition report will be completed at the point of delivery and either left in the vehicle or emailed to you. Be sure to review this document so that you are satisfied with the condition of the vehicle delivered. If you are not satisfied or wish to question anything you will need to do this before you move the vehicle or 9am the morning following delivery.

We have branches and workshops across the UK which are available for our customers.

Smoking is not permitted in any Northgate vehicle. This also includes vaping. Failure to comply with this request may incur charges to valet, and potentially replace the upholstery when you off hire.

Subject to availability, we can provide a loan vehicle for maintenance events that exceed our service-level timeframes. If your hire vehicle is off the road due to driver fault, error, or misuse, subject to availability, you have the option to hire a chargeable replacement vehicle. This will be considered as an additional hire on our chargeable replacement tariff.

Yes, if you collect a vehicle from one of our branches, make sure you provide a copy of your photocard driving licence.

We will walk around the vehicle with you to ensure that you are happy with everything and collect your contact details to provide you with the on-hire documentation. Once we have confirmation of a valid insurance certificate and photocard driving licence, we will need your signature and will then hand over the keys.

A vehicle condition report, sometimes referred to as on/off hire documents, is what you receive when you accept a vehicle or return one to us. It is comprised of all of the photographs showing the condition of the vehicle in and outside and recording the mileage.

It is recommended that you conduct daily checks on your rental vehicle whilst you have it on hire. These checks should include tyre tread depth and pressure on all tyres. At Northgate, we replace tyres once the tread depth reaches 3mm. Visit our Useful Information page to view our latest tyre prices.

If you are unhappy with condition of the vehicle when you receive it, do not sign for it. Contact the branch who delivered the vehicle and express your concerns and we will do our best to resolve any concerns.

If you have returned a vehicle to us and you wish to contest your responsibility for any damages please contact your Account Manager.

The difference between a chargeable replacement and a normal replacement vehicle is driver error. If it is deemed that the cause of your vehicle being off the road is down to poor driver maintenance and operation, or damage which compromises vehicle safety are attributed to the driver then a chargeable replacement vehicle will be offered, which you can choose to accept or decline, should your van have to be left at one of our workshops.

If you choose to accept the chargeable replacement please be advised that this will be raised as an additional vehicle hire and so for the duration of time in which you would have the chargeable replacement you will be paying for this vehicle AND your original vehicle.

A loan vehicle is a vehicle which we provide for you at no additional cost. Subject to availability, we can provide a loan vehicle for maintenance events that exceed our service-level timeframes.

If you have a lengthy service appointment, you can drop your vehicle with us, pick up your loan vehicle and carry on with your day. If your vehicle breaks down and it is determined to be a mechanical fault, which essentially means the reasonable wear and tear that occurs at no fault of the driver, you will also be provided with a loan vehicle. This also covers engine management faults so, for example, if your vehicle needs to be sent to a dealership for certain repairs or recalls, you will be provided with a loan vehicle at no additional charge.

Visit our Useful Information page to find our latest windscreen prices.

If your hire is flexible then an exchange could be arranged with your local Northgate branch. If the vehicle has been added to an agreement for a specific term in order to benefit from a cheaper pricing structure, we would allow one change up or down with the term time. An administration fee would be charged to do this. Your Account Manager will be happy to discuss any changes in your requirements.

Yes! We have recently started to offer our customers short term hire of executive cars and this can be arranged on your existing account. Your Account Manager will be happy to discuss the options available; just ask about 'Business Hire Solutions'.

We have a nationwide network of Northgate workshops for your convenience. Please contact your Account Manager or the branch you would like to use and they will be happy to assist you in making a booking. You can find your nearest branch via the Branch Finder.

Yes! However you must inform us as additional premiums may apply. Please contact us on 0333 0430 001 for more details.

Conditions apply so you need to check you can take your vehicle outside of the UK before you travel.

Please contact our Invoice Queries Team on 0333 0431 095 Option 4, Option 2. Or email: invoicequeries@northgatevehiclehire.co.uk

Billing and Invoice queries can also be raised through our online Customer Enquiry Hub.

Your Account Manager will be happy to discuss your contract as there a number of different options available to you.

We understand things may change in your business and you may no longer need a vehicle you had booked. If this happens, just let us know as soon as you can. Providing the vehicle wasn’t subject to specific terms, and if our driver had not yet departed for delivery, you won’t be charged anything. If we were on route, then a failed delivery charge will apply.

All our vehicles are taxed, and this is included in your vehicle hire.

Yes, we require a copy of your fully comprehensive insurance certificate before you hire. You will not be able to drive away without evidence of this. If you require a replacement vehicle your policy will need to cover multiple registrations. If it does not, you will need to contact your insurance provider ahead of receiving your replacement to arrange temporary cover.

You will receive a response from us within 24 hours - excluding weekends.

We receive your fines and pay them on your behalf. Once they have been paid by us we will then send you an invoice to reimburse us for the fine or penalty. This will include an admin fee.

You can discuss any fines issued or register for auto pay through our online Customer Enquiry Hub.

We have a dedicated team that manage and process all fines received. The administration fee is payable to facilitate this. Please refer to our T&Cs for more information.

You must pay usage fees as appropriate. Any fines will be charged to your account, including an admin fee.

Your rates and charge for hires will be based on a daily hire rate and will also apply to regular payments that you make for ancillary products such as Semi-Cap or Telematics.

Invoicing will be based on a 28-day billing cycle. Which means your first invoice for a rental will be generated 28 days after the first hire date. You will receive 13 invoices in a calendar year rather than 12, however the total amount payable remains unchanged from your contract. Invoices are payable using the payment method agreed during account setup and in accordance with your agreed payment terms.

Yes, we can deliver your vehicle for a small charge. Within a 25 mile radius of any Northgate branch we charge £14.00 per vehicle for Delivery and £14.00 per vehicle for Collection. It is an additional £1.00 per mile after 25 miles.

Northgate prepare estimates using Audatex which is an industry recognised estimating system and our estimates are compiled by fully trained and qualified in-house engineers. Estimates are also compiled based on BS10125 repair processes in accordance with the vehicle manufacturer’s repair methodology and to ensure the associated costs are fair and correct.

You will have up to 7 days from Damage Claim Pack submission to raise any queries, provide Insurer details or provide Northgate with the necessary reference number to be quoted on the associated damage invoice.

Loss of Use charges will apply whilst repairs are completed. We calculate Loss of Use for repair time by equating every 6 labour repair hours to one day’s hire charge. You don’t pay for any days while we estimate and organise repairs, or for any parts backorder delays, putting the onus on us to get the vehicle repaired as quickly as possible.

A Penalty Charge Notice or PCN is what we receive when anyone driving a Northgate vehicle incurs a parking or speeding fine, traffic violation etc. As the registered owners of the vehicles we will pay any fines as we receive them. Once they have been paid by us we will then send you an invoice to reimburse us for the fine or penalty. This will include an admin fee.

No, the weekly charge for additional items is a rental charge. At the end of the agreement term we will still own any additional items. However, if possible, when we swap your vehicle for a new one the items could be transferred as long as they are still in good condition.

Full details can be found in our Rentable Standards Charter which you will have received with your welcome pack.

Full details can be found in our Rentable Charging Standards which you will have received with your welcome pack.

No, it's not compulsory. If you return your vehicle without filling up or charging, we will simply charge you for what you have used. Please contact your local branch for the latest fuel and kWh prices.

Whilst you are not able to purchase a vehicle you have been using at the end of your hire agreement, vanmonster.com has a large range of ex-hire vehicles available to purchase.

Our standard branch opening hours are 8.00am to 5.30pm Monday to Friday and 09.00am to 12.00pm on Saturday.

When the time comes for you to return a vehicle to us remember to contact the CSC on 0330 146 617 or raise an existing booking amendment via our online Customer Enquiry Hub. This will allow us to check if your vehicle is on a fixed term agreement or if it has a minimum hire duration. If there are any early termination charges, we will advise you prior to off-hiring the vehicle. Next, please contact the hire desk at your preferred Northgate branch and let us know the date, time and address to collect from, along with your contact information so we can action the off-hire.

Prior to return, you must empty the vehicle of any materials and equipment to avoid charges associated with the disposal of the contents. We will not accept any liability for the equipment or possessions left in the vehicles. Additionally, please remember not to leave anything in the vehicle which contains your personal details.

If the vehicle or equipment fitted was subject to specific terms and you’re returning it early, then you will be informed on any applicable charges.

If it is more convenient for you to return our vehicle to one of our branches to off hire please contact the CSC on 0330 146 617 or raise an existing booking amendment via our online Customer Enquiry Hub, and they will book you in at a branch. While at the branch all we ask is that you wait while we complete the off-hire checks with you, including the vehicle condition report.

Prior to return, you must empty the vehicle of any materials and equipment to avoid charges associated with the disposal of the contents. We will not accept any liability for the equipment or possessions left in the vehicles. Also, remember not to leave anything in the vehicle which contains your personal details.

Vehicle collections will usually occur within two working days of the off-hire request. During this time it’s still your responsibility to ensure the vehicle and keys are safe and secure with the appropriate insurance still in place.

Prior to collection, you must empty the vehicle of any materials and equipment to avoid charges associated with the disposal of the contents. We will not accept any liability for the equipment or possessions left in the vehicles. Additionally, please remember not to leave anything in the vehicle which contains your personal details.

If the vehicle isn’t available when we come to collect it, then it will be put back on hire to you, and a failed collection fee will be invoiced.

An early termination charge will apply if you return the vehicle before you reach your minimum hire duration.

We would respectfully request that if you need to return a vehicle to us please do so by 5pm. The checking of a vehicle and completion of the documentation should take about 25mins but it can take up to an hour in some cases and our branches close at 5:30 pm.

When you bring a van back to us we will once again check the vehicle over with you to confirm with us by signature that you agree with our evaluation of the vehicle condition. We will send you the off-hire documentation and collect the keys. If you do not return the vehicle to us in the condition you received it you can expect an invoice for any damages.

No, all vehicles need to be repaired by one of our Northgate approved bodyshops.

Yes! We have a fleet of mobile technicians operating across the UK. Our technicians will need to make sure the working area is safe before work starts. All major servicing needs to be completed in a workshop so that we can get the vehicle(s) up on ramps for a comprehensive inspection.

Yes! We offer a mobile technician service for any maintenance that does not require a ramp. You can book this with your local branch. You can find your nearest branch via the Branch Finder.

Unfortunately we can't guarantee like for like loan vehicles. But your branch will try to accommodate any specific requirements depending on what they have available.

Your rates and charge for hires will be based on a daily hire rate and will also apply to regular payments that you make for ancillary products such as Semi-Cap or Telematics.

Invoicing will be based on a 28-day billing cycle. Which means your first invoice for a rental will be generated 28 days after the first hire date. You will receive 13 invoices in a calendar year rather than 12, however the total amount payable remains unchanged from your contract. Invoices are payable using the payment method agreed during account setup and in accordance with your agreed payment terms.

Yes, we can deliver your vehicle for a small charge. Within a 25 mile radius of any Northgate branch we charge £14.00 per vehicle for Delivery and £14.00 per vehicle for Collection. It is an additional £1.00 per mile after 25 miles.

All vehicles are supplied with nationwide breakdown cover, 24 hours a day, 365 days a year. If you need emergency assistance, please call the number displayed in the cab of the vehicle.

Please call our friendly Telematics Team on 01325 734385, who will be happy to talk through this with you.

We normally look at changing our vehicles at 42 months. There may be an opportunity to do this at different intervals. Please contact your Account Manager for more details.

Our standard branch opening hours are 8.00am to 5.30pm Monday to Friday and 09.00am to 12.00pm on Saturday.

Northgate Vehicle Hire is committed to providing professional and courteous service at all times and ensuring that our customers are treated fairly. But we do understand that things can go wrong. If you have feedback or a complaint, please get in touch.

You’ll receive one main vehicle key when you collect your new or stock vehicle. No extra keys are included as standard.

Yes, you can. Extra keys are available to order, but they aren’t included in the standard package and will be charged separately. Spare keys will not be issued to be used as extra keys.

You can order an additional key at the point of ordering a new vehicle.

The price depends on the vehicle make and the type of key. We’ll provide a quote before placing the order, so you know the exact cost.

For security, your spare key is safely stored with our key storage supplier.

You can request it if you have an emergency — for example, if your key is lost, stolen, or accidentally locked inside your vehicle. This must be returned to us after use. If your vehicle is recovered through theft or a lost key, we will utilise the spare key until such a time a new main key is available. Please refer to our terms and conditions.

Simply submit a request through your account manager or your local branch, who will process your key request for you.

If your spare key is available with our Key Supplier, it will be available at the requesting branch within 48 working hours in most cases. If your key is not available, we will inform you of the options.

No charge will apply if you return the spare key to us within 14 days of receiving it.

If it’s not returned within this time, a charge may apply.