FAQs: How can we help?

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.

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. 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.