Riverside Truck Rental Ltd trading as NRG Riverside was, founded in 1996. It offers a wide range of services to fleet operators, from one-off spot rentals to complete fleet management packages. These packages include vehicle contract hire with full service and support.
Their services are complex and are offered to customers in local authorities, waste management, highways, and other essential services. NRG Riverside has acquired and retained a huge amount of expertise and talent to meet these needs, all operating within a strong teamwork ethic.
Essential Fleet Manager sat down with Amber Greenhalgh, Rental & Marketing Director, and Chris Snelson, Fleet & Asset Director. They explained how all this comes together to make NRG Riverside the largest provider of specialist fleet services in the UK.
Q: We started by asking Chris about the current composition of the NRG fleet and which services and sectors it primarily supports.
We have a long history of supporting fleets in local authorities and waste management. Currently, we have over 2000 vehicles in our fleet, including Dennis Eagle, Mercedes-Benz, and DAF refuse collection vehicles. These vehicles vary in weight, size, and have numerous configurations of body and lift applications. We also offer cage tippers, hook loaders, skip loaders, tractor and walking floor trailer combinations, and gully tankers from reputable manufacturers. Our short-term hire service, Flexi-hire, provides around 750 vehicles for customers to hire from one day to two years.
This year, we have made significant investments in the highways and utilities sectors, and new vehicles are regularly added. Our inventory now includes small traffic management vehicles, impact protection vehicles, truck-mounted sweepers, sewer tankers, and, most recently, salt spreaders with snow ploughs in time for this season.
Q: Many things drive demand for specialist vehicle rental and therefore we asked Amber about the main drivers and where demand is increasing.
Fleet managers who have traditionally bought their vehicles outright are now showing an interest in exploring options for contract hire. Some are facing challenges with large capital outlays and are looking to reduce these expenses in the upcoming budget year. Others are seeking to simplify their fleet costs by consolidating them into one manageable monthly payment. Additionally, some are aiming to mitigate the risk associated with purchasing new vehicle applications, especially electric and dedicated food waste collection vehicles, which they may not have operated before.
The wide range and quantity of vehicles available on our Flexi-Hire fleet enable customers to experiment with new modes, makes, and models without committing to lengthy fixed terms. This flexibility provides our customers with the freedom to explore new ways of working.
We are seeing a gradual increase in demand for electric and alternative-fueled vehicles. We were quick to introduce electric HGV options not only in our contract hire offering back in 2021 but also in our Flexi-Hire offering last year. This year, especially due to the changes in food waste legislation, we have placed orders for dozens of food waste collection vehicles in both diesel and electric variants, and they are being booked well in advance of their delivery.
Pictured: Astatine Investment Partners and the NRG Riverside Board following acquisition in April 2024
Q: Of course, we were then interested to know how NRG Riverside meets those on-demand requirements and what makes the service stand out. Amber described the customer-first approach.
Our customer-first approach is at the heart of everything we do.
Our people are key to this, and we have fantastic teams dedicated to providing exceptional customer service and going the extra mile. We build strong relationships with our customers, communicate effectively, and take their feedback seriously – helping us stay ahead of any potential issues.
Our Customer Service Centre operates 365 days a year. We even have a portal customers can access to view LIVE data information and compliance docs.
We are strategically growing, with 15 depots (workshops) across the UK and 20 mobile engineers, not to mention the infrastructure around our dealer and supplier network. By being flexible and responsive, we ensure we have the right vehicles and support ready when our customers need them – sometimes even on the same day. It’s our commitment to customer satisfaction, our incredible team, and our customer service-centric culture that really sets us apart.
It’s our strategy to invest in a new fleet for replacement and growth every year, with continuous investment in the depot infrastructure to support our growth plans and to be agile and remain in control of our service delivery. It’s important to note that in addition to RCVs, skips, and hooks, we’ve moved into a new vertical of winter maintenance, traffic management, and impact protection vehicles (IPVs) using our extensive maintenance support network.
Q: Moving into new verticals could be problematic, especially when NRG has spent almost 30 years working almost exclusively with local authorities and waste management. We asked Chris how they are planning on moving into these new sectors.
Having successfully built a loyal customer base within local authorities and waste management, we are seeking the opportunity to demonstrate and prove our capabilities in this new sector. We are committed to providing newer vehicles, well-informed and highly skilled call handlers and technicians, national in-house maintenance capabilities, technological advancements with telematics, live access to vehicle activity, and customer-centric teams. Our aim is to ensure that the fleet passes its MOT for the first time and stays on the road.
To show our confidence in serving this sector, we have already placed orders for the following vehicles and with deliveries imminent, they will be available for hire soon:
– 18t Daf Bucher Municipal UniQa 6m gritters
– 3.5t Mercedes-Benz Sprinter traffic management dropside vehicles
– 18t Iveco Eurocargo 180E Scorpion II Crash Cushions
– 18t Daf Bucher GullyFlex C80s
We are also in the process of building a significant fleet for Chevron, including 18-tonne crash cushions. These vehicles will be available on contract hire and include maintenance over the vehicle’s lifespan. They are being built to meet Chevron’s specific needs, incorporating features such as cameras, telematics, Chapter 8 beacons, and safety rails.
Pictured above: Training on demo gritter vehicles prior to delivery of new kit
Q: When customers engage NRG Riverside, we asked how NRG guarantees compliance requirements are met, allowing the customer to operate efficiently with total peace of mind. Amber gave examples of how this is delivered.
We strive to make the process of hiring from us as simple as possible for our customers. Our goal is for them to hire and hire again. I’m happy to report that our re-hire rate for flexi-hire is well over 90% within 12 months.
To hire from us, customers need to pass a credit check, have relevant insurance, and operate the fleet in the UK. We also require a copy of their O Licence. Our dedicated team manages various desk-based departments, including our hire desk, service controllers, and compliance facilitators. Our in-house call handlers are well-trained and many are time served engineers, qualified to ensure efficient back-office support for our technicians, keeping our fleet on the road.
Before the vehicle(s) arrive, all compliance paperwork is downloaded from our portal and sent well in advance of the vehicle delivery. Additionally, the first inspections are pre-booked and noted in the diary. On the delivery day, our drivers conduct a walk-around of the vehicle with the customer, take photographs, and explain the important details while recording the vehicle’s condition. They also provide instructions for the simple ‘off-hire’ process and set expectations. We also offer vehicle familiarisation training as needed.
Throughout the hire, whether it’s contract hire or flexi-hire, customers can reach out to us with any questions or queries using just one contact number. The vehicle is inspected in accordance with the O Licence specifications to ensure that there are no unforeseen charges at the end of the hire, which we understand can be very frustrating.
Q: Legislation greatly influences where demand for vehicle hire services will grow. Chris explained how NRG has a sharp focus on how new legislation, such as food waste management, needs to be met with innovative solutions.
We have had to anticipate, navigate, and adapt to changes in legislation to stay on top of the evolving landscape. Leaders in our business regularly attend industry networking events and speak to customers, Defra, government officials, and manufacturers. The knowledge gained is shared and cascaded to our teams as we prepare accordingly. More recently, we have seen General Safety Regulations and the Direct Vision Standards (DVS) mandate shape the future of fleet and safety in the UK. We spend a lot of time training, educating, and upskilling our teams on the front line and those behind desks so that we can deliver the best possible customer service.
To put this into perspective, Direct Vision Standards for Transport for London (TfL) zones will come into force on October 28, 2024. HGV operators need to apply for a permit for their vehicles, which will only be granted a permit if the vehicle meets the minimum DVS star rating. Driving without a valid permit may result in a penalty charge notice (PCN) of up to £550 for the operator. Understandably, each of our contract hire customers has been contacted and informed, and plans are in motion to either replace or retrofit their fleet to ensure they meet the requirements later this year so that they can apply for the permit and avoid this hefty fine. The same applies to our flexi-hire fleet; we have spoken with our long-term customers and made arrangements to ensure their current (and any future) hires are suitable to operate in the M25 area. Last year, we purchased vehicles that complied with the General Safety Regulations to meet the demands of the industry ahead and to remain flexible for new hires. We always ensure that the vehicle we are supplying is suitable and compliant for both the operation and operational location and capture this at the point of hire.
In 2021, the government stated that 2040 would be a ‘backstop’ phase-out date for new non-zero-emission vehicles of all other types, including HGVs. Therefore, we have been ahead of the curve on this issue, supplying RCVs, fridges, and food waste collection vehicles as EVs on hire.
Q: Customers enjoy a flexi-hire service of the highest quality. Therefore, we asked Amber how these positive experiences have driven demand for longer-term contract hire services and full fleet management and how this is proving to be the best option in a fast-changing and evolving landscape.
I’ve always believed that flexi-hire is the gateway to contract hire!
Clients who have previously used our services for a one-time hire to cover their Vehicle Off Road (VOR) situations have been very impressed. As a result, we’ve been able to provide quotes for and secure longer-term hires. This is due to the quick and efficient vehicle delivery, as well as the fact that someone else is responsible for maintaining not just the chassis but also the body, the lift, and any other vehicle components. Additionally, our management of compliance and scheduling, coupled with the availability of a replacement vehicle in case of any issues, have contributed to our success.
Pictured above: Vehicle range at our Widnes Depot
Looking back at our contract hire achievements in the past two years, I can see that most of our contract hire customers have utilised our flexi-hire offering at some point. This is one of the reasons we have chosen to offer 3.5-tonne drop siders with Chapter 8 and highway markings. If we can provide a short-term solution to assist someone, who knows where it might lead! I also want to emphasise that we have extensive experience in taking over existing workshops on customer sites. In the last few months, due to the closure of a couple of our competitors, we have established three new depots, transferred the staff under TUPE regulations, and ensured the continuation of frontline vehicle operations, thus guaranteeing our customers’ continuity of service.
Q: NRG is on a path of growth, both organic and through acquisition. We wanted to know how this growth is being achieved in a way that ensures that it is sustainable. Chris explained the background to not only the expansion of the workshop estate but also the vehicle fleet and how this ensures that customers can benefit from an excellent service for years to come.
Since 2020, we have expanded from eight to 15 depots and hired a large number of technicians. We have a strong presence in England and Scotland, and the logical next step is to expand into Wales. Our sites are located in Glasgow, Manchester, Leeds, Basildon, and Colchester, with satellite sites around these hubs, allowing us to offer efficient and reliable service. We have assembled a strong team and are committed to retaining and developing our employees.
In April 2024, Astatine Investment Partners, a leading private equity firm focused on infrastructure investments, took over from Palatine and other shareholders as our new investor. We have also internally promoted individuals to reinforce our experienced leadership team. Furthermore, this year alone, we have invested £46.7 million in expanding our fleet.
Q: Skills shortages present a well-known challenge. How does NRG attract the technical expertise necessary to support the expanding business? Amber explained how.
We develop our own talent by recruiting apprentices for various roles, including not just tech positions but also business administration. We also engage in strategic succession planning to prepare our employees for future roles. We provide industry-recognised and legally required training and host internal sessions to introduce new vehicles, applications, lifts, technologies, and legislative features. Recently, we held sessions on gritters and spreaders at our new site in Leeds, covering their operation, preventative maintenance, and ongoing care.
As an employer of choice, we work on our Employee Value Proposition (EVP) to maintain a small talent pool of people eager to join us. We even have waiting lists for roles we still need to create due to the positive impression we leave on our employees. Our “the door is always open” attitude has led to a high rate of returning employees over the past two years.
Pictured above: One of seven 12.5t Electra Hillend Engineering Micro XHD food waste collection vehicles currently on contract hire to Basildon Council
Q: More generally, as is widely said, a company’s biggest asset is its people. NRG is an award-winning employer, so we were keen to hear how the great “people culture” and team ethic, translate into unrivalled customer service. Chris explained how this approach works to the benefit of all.
Business delivery is like a jigsaw puzzle, with many people playing essential roles in delivering results, especially in a growth climate like ours. We sincerely appreciate each individual’s contribution and take pride in treating everyone with respect and dignity. When one part of the business succeeds, we all share that success, as it truly takes a team effort. We are proud to be an employer of choice, having received accolades such as the Great Place to Work award and being certified as one of the Top 100 Workplaces. We have over 260 employees, many of whom have been with us for over 15 years. Our people genuinely want to be part of our business, as evidenced by the positive results of our engagement surveys and our high levels of employee retention.
Q: Ensuring that a business is ready to meet the needs of the future is key to continued success. We asked how NRG has the agility necessary to be able to adapt and be ready to meet change positively. Amber talked about the key things that inform strategy.
As Chris mentioned, this year alone we have invested over £46m in new fleet to replace older vehicles and drive our growth agenda. We are adding key safety and CO2-saving features as standard to our flexi-hire fleet to meet our customers’ future requirements and align with their ESG agenda. In 2024, we have added five new workshops to our depot estate to ensure the quality of service and maintenance across our customers’ vehicles, thinking strategically throughout to ensure that these workshops are best located to support our growing customer base. Our continued success will be measured by retaining existing customers and onboarding new ones. To achieve this, we are investing in our IT infrastructure and capabilities to ensure that customers can access their data in real-time, always speak to someone on the phone, and improve their vehicle on-road statistics.
We are also open to exploring alternatives for our customers. For instance, we recently ordered six new Bucher Municipal GullyFlex C80s (18t DAF gully tankers) in addition to our typical Whale tankers. Furthermore, we have planned for gritters and ploughs to arrive at the end of summer, ready for winter. This was part of our strategic growth plan earlier this year to support our highways offering. Our internal systems and processes are now adapted to allow for seasonal overhauls, salt calibration, and urgent replacement kit. We have already completed our internal training to prepare for this.
Pictured above: RCV fleet at Manchester Depot
Q: To summarise, we asked Chris what the key strengths of NRG Riverside are and how they all contribute to an assured future of providing fleet operators with great solutions along with the highest possible level of service.
Extensive Service Range:
We offer services from one-off rentals to comprehensive fleet management packages, catering to diverse sectors like local authorities, waste management, and highways.
Diverse and Modern Fleet:
With over 2000 vehicles and an average vehicle age of 2.3 years, we offer specialised options like electric HGVs and food waste collection vehicles, and we continuously invest in new technologies to stay ahead of industry trends.
Customer-First Approach:
Our dedication to exceptional customer service is reinforced by a 24/7 Customer Service Centre and an accessible portal for vehicle and compliance information, ensuring high customer satisfaction.
Skilled and Dedicated Team:
A strong teamwork ethic, continual training, and a focus on employee retention and development contribute to excellent service delivery.
Strategic Growth and Investment:
Expansion through the establishment of new depots and substantial investments in a new fleet and in-house infrastructure ensure that we meet the increasing demands of our customers and comply with legislative requirements.
Compliance and Quality Assurance:
To see how NRG Riverside can help with your fleet hire needs visit: https://nrgriverside.com
As featured in issue 5(2024) of Essential Fleet Manager Magazine
