At present, the Motability scheme is only open for renewing customers and processing vehicle handovers. This is subject to change in the very near future, so please keep in touch via our social media channels and our webpage.
What this doesn't mean however is that our Motability specialists aren't here, willing and able to offer you support with any of your queries or concerns.
We may not be able to process any new contract orders but we will happily discuss any of our vehicle range with you and provide virtual appointments,video tours even contactless test drives, when they become an option for you.
We are available online via whatever method suits you best - live chat, social media, or email. We also love a chat so are always happy to give you a call! Please see below for further information, or feel free to contact us.
As lockdown has led to fewer drivers on the road in April and May, the Scheme has seen a lower level of claims, enabling it to share this saving with customers. We have made this decision in consultation with Motability, the Charity. As a result, we are set to send an insurance-based refund of £50 to all customers.
There is no need for customers to contact us in connection with this, as we will automatically issue this insurance refund as soon as possible from the second half of May and throughout June.
Motability Scheme customers who are experiencing temporary and exceptional financial need in relation to COVID-19 are able to access an advance of the £600 Good Condition Bonus (GCB) usually paid at the end of a lease.
This GCB payment can be brought forward to provide support during the COVID-19 lockdown, ensuring that customers in need have access to money during a period when they may need it most. Please note that customers who choose to take this payment early would not therefore receive a further GCB at the end of contract – a point when some customers like to put this towards an Advance Payment on their new car.
As customers use their mobility allowance for their lease instalments, paid directly from the Government, it is not possible to reschedule payments to be repaid later, so this arrangement offers an alternative route to flexibility for customers.
To enable us to deal with requests from customers needing exceptional help as quickly and efficiently as possible, we would ask that customers complete our online form to request a call back from a member of our Customer Services team.
Alternatively you can call us on 0300 020 5050, but please bear with us, as we are currently experiencing a high volume of calls and you may have to wait longer than usual.
Customers who have already received a GCB for their current car clearly won’t be in a position to take advantage of this arrangement.
Similarly, customers who lease a scooter or powered wheelchair will be able to gain access to their £100 End of Contract Bonus in the same way.
As a valued customer, we know you are going through a time of great uncertainty and worry. Keeping you mobile is our utmost priority. Following the implementation of COVID-19 restrictions in mid-March, six month extensions have been automatically applied to allow the Scheme to focus on continued mobility for customers and this will continue for the time being. There is no need to contact us, as we will automatically extend your lease and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. We would hope that at some point we may be in a position to shorten this six-month extension, and will be in contact if we are able to do so.
Following the implementation of COVID-19 restrictions and the closure of many dealerships who help to supply the Scheme, handovers are not currently taking place. If you are already a customer with a car on the Scheme your lease will automatically be extended for a further six months and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.
If you are not currently a customer on the Scheme and are waiting for your first car to be delivered, unfortunately this will now be delayed. We appreciate that this might be difficult for you, however we are not able to hand over any new cars at this time. Unfortunately we are not able to arrange for any cars to be delivered either.
Unfortunately due to COVID-19 restrictions, we are unable to take applications for a new car at this time. We hope that you are able to stay mobile using your existing method of transport during this time and hope that we can welcome you as a customer later in the year.
Some dealerships are starting to reopen, having implemented social distancing measures to protect customers and employees. Please contact your dealership to find out whether they are open and make an appointment to return the vehicle. If your dealership is closed, or unable to accept the vehicle, then contact us on 0300 456 4566 so we can discuss arrangements.
Where customers have had leases automatically extended, we are paying the Good Condition Bonus (GCB) on the original lease end date for your car.
We have introduced an option for some customers to receive their GCB by bank transfer. We will contact customers who are eligible as they approach the original end of contract date with more information on what they need to do to receive the GCB this way.
You can of course still opt to receive the payment by cheque, although your cheque may take a little longer to arrive than usual. Please do not contact us, unless it is at least two months after your GCB was due and you have still not received your cheque.
If you request an early payment of your GCB during the lease, you will not be entitled to this payment again.
If you have already placed an application the price you agreed with your dealer will be the price you pay when the car is able to be delivered.
As we are unable to accept any orders, the latest prices for the Motability Scheme were not launched as usual on 1 April 2020 and our car search tool is currently unavailable. We are monitoring the situation and will advise when this changes.
Your lease includes insurance for up to three named drivers, these can be family, friends or carers. If you urgently need to add a new driver, please call RSAM on 0300 037 3737. The driver you wish to add will need to be with you when you call, so RSAM can check their details and add them to the insurance straight away.
The RAC are on hand to help if you have a breakdown and need emergency help. Please call 0800 73 111 73
Our insurance partner RSA Motability are working remotely to help with any urgent insurance queries. Please call 0300 037 3737
Many Kwik Fit centres remain open, they also offer a mobile service. Call the Tyreline on 0330 123 1531 or for mobile appointments 0330 123 1533. There may be reduced capacity in some Kwik Fit centres along with revised opening hours, so if you are planning to visit a centre please call the Tyreline in advance to make an appointment.
The Government have announced that any MOT’s due to expire after Monday 30 March will have an automatic six-month extension, so once your dealership has reopened they will contact you to book this in.
If your MOT expired before this date, you should arrange this with your dealer if their service centre is still operating, or with Kwik Fit at one of their centres. If you are self-isolating you should book the MOT for after the period of self-isolation is over, or ask a named driver to take the vehicle to be tested.
Non-essential service, maintenance and repairs are likely to be cancelled as many dealers remain closed, but the RAC will continue to offer an emergency breakdown service.
Once your dealership has reopened they will be in touch to arrange to carry out any outstanding services and non-essential maintenance, although please bear with them as this could take longer than usual as they work to catch up, whilst operating with social distancing measure in place.
For the time being we will need you to remain in the hire car that has been provided for you. Where a dealer is able to safely operate and complete scheduled repair work we should be able to reunite you with your Scheme car, but please be aware that repairs are likely to take longer than normal due to social distancing measures at dealerships and availability of parts.
Should a customer die during their lease, a family member should contact us as soon as possible. The quickest and easiest way to do this is by filling out our Notification of a customer passing away form, alternatively you can phone us on 0300 456 4566, please bear with us as we are taking longer than usual to answer calls. We will then advise you of the next steps you need to take which usually means that we will arrange for the car to be collected within a few weeks, however at this time it may take longer for us to process this request.
If your lease is due to end before your reassessment, please contact us on 0300 456 4566 so we can apply a lease extension for you. The Department for Work and Pensions (DWP) have confirmed that they will continue to pay allowances where they have had to delay assessments.
If your lease is due to expire we will apply a lease extension, however if you are unable to return to the UK, please contact us on 0300 456 4566.
Our current opening hours are Monday to Friday 8am to 6pm, and we e also have a webchat facility which might be quicker than holding for our advisors on the telephone.
We hope that you will find the answer to your query here or in our regular news updates which will be posted on the home page of our website. We will be regularly updating this page to ensure we cover the most frequently asked customer questions.
If we haven't answered your questions just let us know via your preferred channel as we are always open online.