Vehicle supply issues and delayed orders: Your questions answered

The global car market has changed a lot in the last few years and faced a number of challenges. 

This has led to delivery delays and shortages of some makes and models.

We understand that you may have a few questions about what is causing this and what you can do if your order is affected.

To help you, we’ve pulled together the answers to some of the common questions we’re getting at this time. Please speak to your dealer directly if your question is about a vehicle you’ve already ordered or are thinking of ordering.

Supply issues explained

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What’s happening in the new car market?

Car manufacturers have faced a number of challenges in the last few years.

The COVID-19 pandemic and a shortage of semiconductors, or ‘chips’, used in new cars, meant that cars could not be built as quickly as usual.

This caused many manufacturers to have order backlogs, which some are still working through.

Plus, many manufacturers have reduced the number of makes and models they offer in recent years. This is an industry-wide change, as manufacturers focus more of their attention on electric vehicles.

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How is this affecting the Motability Scheme?

We’re working hard to keep the Scheme as affordable as possible and offer as much choice as we can, but with most manufacturers having smaller ranges of cars, you may notice there are fewer cars available than in previous years.

Vehicles may also be removed from the Scheme at short notice at the request of manufacturers due to orders backlogs and issues with certain parts, and dealers may struggle to get reliable information on delivery dates.

Despite these challenges, for this quarter we have over 850 cars available, including more than 140 cars with no Advance Payment. You can see the latest prices here.

You may also be eligible for a £750 New Vehicle Payment when you order, and you can now send this directly to your dealer to help with the cost of the Advance Payment. If your Advance Payment is more than £750, you’ll need to pay the difference to your dealer when you get your new car. If it’s less than £750, we’ll send the difference to you within a few weeks of delivery.

You’ll get the New Vehicle Payment if you order or collect your first Scheme car before the end of 2024. If you’re already a customer, you’ll get this whenever you collect your next car.

You’ll only get this payment once – not every time you get a new vehicle.

Find out more about the New Vehicle Payment

If you’re looking to order a new car on the Motability Scheme, our ‘Find a vehicle’ tool has the most up-to-date information for the cars currently available on the Scheme. We’ve recently improved this tool, so it’s even easier for you to narrow down your options and compare cars.

Your dealer should be able to give you an idea of the current delivery times, but they will not be able to speed things up and the information they have might change, so please bear with them.

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Ordering a car

Did you know?

If you’re a car or WAV customer looking to join the Scheme or order your next car, you can start your application online with a Motability Scheme online account. You can update your personal details, allowance information and add the details for your proposed drivers all before you visit the dealership.

This will give your dealer more time to help you choose the right car when you’re there.

Create an account

Sign into your account

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What can I do to reduce delays with my order?

If you’re looking to order your first car on the Scheme, we’d recommend you start your search as soon as you can. Not all cars are affected by delays, so make sure you check the delivery times of any cars you’re interested in before you order. You might find that a similar car from a different manufacturer is available sooner, so it’s worth speaking to a few different dealers.

Find a dealer

If you’re an existing customer, you’ll be able to order your next car three months before the end of your current lease. If you’re approaching the last three months of your lease, we’d recommend that you visit our ‘Find a vehicle’ tool and start thinking about your next car sooner than you may have done previously.

If you’ve extended your current lease, you can order your next car at any point during your extension. We’d recommend you keep searching for a suitable vehicle and place your next order as soon as you can. You can collect your new car as soon as it’s ready – you do not have to wait until the end of your lease extension.

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I’m unable to test drive my next car due to the supply issues – what should I do?

Where possible, we always recommend that you take a test drive before placing an order. You could speak to a few different dealers as you may find they each have different makes and models available to test drive.

However, if it’s not possible to arrange a test drive, please at least ensure that the model you are considering has enough space for you and any passengers you’ll need to carry, is easy for you to access and comfortable for you to sit in and will meet your mobility needs for the next three years.

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Can I cancel my order if I do not want to wait?

Please speak to your dealer directly if you wish to cancel or change your order.

Before you do, make sure you’re aware of the timescales for the replacement car you’re considering. 

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What if the Advance Payment of the vehicle I’ve ordered changes after I’ve placed my order?

Our price lists are usually updated every three months with new prices published at the start of January, April, July and October.

View the latest prices for the Motability Scheme here

The Advance Payment on a car can change throughout the year, but we freeze the price at the time you apply. This means it’s locked, even if it changes before you get your vehicle. 

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What if my delivery date changes more than once?

It’s possible that your expected delivery date might change more than once. Dealers are reliant on updates from the manufacturer and in some cases build dates and delivery times may need to change for reasons out of the dealer’s control.

If you’re an existing customer and this happens, we’ll continue to extend your lease for as long as needed to keep you mobile.

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Extending your lease

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The car I want is not currently on the Scheme and I cannot find a suitable alternative – what can I do?

If you need more time to look for a new vehicle, you might be able to extend the lease on your car or WAV.

You can see your options by signing in to your Motability Scheme online account and going to the ‘Current lease’ section. You’ll see this if you’re within the last three months of your lease.

Sign in

Create your account

We’ll also explain your options in the letter we send to you around three months before the end of your lease.

You’ll continue to get everything in your worry-free package if your lease is extended. You can order your next vehicle at any time during your extension, so you do not have to wait if you see a vehicle you like.

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You’ll also get a new Certificate of Motor Insurance or temporary cover note from Direct Line Motability (DLM) for the extension period. 

Please note if you’ve already extended your lease for two years or more and you want to keep your car for longer, you’ll need to contact us to discuss your options.

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I am approaching the end of my lease – should I order now or arrange a lease extension and wait?

If you’re nearing the end of your current lease, we’d recommend that you start the search for your next car as soon as you can. You can then order three months before the end of your existing lease.

By placing your order, you can ensure your vehicle is in the queue to be delivered even if it takes a few months to arrive. We can extend the lease on your current vehicle until the new one is ready if there’s any delays. 

If you need more time to look for a new vehicle, you might be able to extend the lease on your car or WAV.

You can see your options by signing in to your Motability Scheme online account and going to the ‘Current lease’ section. You’ll see this if you’re within the last three months of your lease.

Sign in

Create your account

We’ll also explain your options in the letter we send to you around three months before the end of your lease.

You’ll continue to get everything in your worry-free package if your lease is extended. You can order your next vehicle at any time during your extension, so you do not have to wait if you see a vehicle you like.

Please note if you’ve already extended your lease for two years or more and want to keep your car for longer, you’ll need to contact us to discuss your options.

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I am an existing customer – what happens if my next order is delayed?

If your next order is delayed and your new car is unlikely to arrive before the end of your lease, we can extend your lease it’s ready. We’ll also extend your insurance, breakdown cover and the other aspects of your worry-free package, so you should not notice any difference with your lease.

You’ll just need to make sure you’ve completed the MOT on your vehicle by your original lease end date, as we will not be able to extend your lease unless this is done. Your dealer should be in touch to arrange this, but please contact them directly if your test is due and you have not heard from them. If they are unable to complete your MOT for any reason, you can contact Kwik Fit and make an appointment at one of their centres.

More information on servicing and MOTs

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What if I’m already in a lease extension, but my next order is delayed?

We can extend your lease until your new car is ready, even if you’re already in a lease extension.

If this means your lease is likely to extend more than a year beyond your original lease end date, you’ll need to arrange for another MOT and for some customers another service on your vehicle before it is handed back. We’ll cover the costs of any MOT or servicing as well as any routine repairs, even in a lease extension.

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What happens to my car insurance if my lease is extended?

If your lease is extended, we’ll also extend your insurance cover. You should not notice any changes with your insurance policy, and you’ll get a new Certificate of Motor Insurance from Direct Line Motability (DLM) to confirm your cover has been extended.

Learn more about your insurance cover

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Am I still covered for maintenance and repairs when I’m in a lease extension?

If your lease is extended, you’ll still be covered for any routine maintenance or repairs including tyre repair and replacement. We’ll also extend your RAC breakdown cover, so you should not notice any difference with your lease.

Breakdown assistance and cover

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Will I need another MOT if my lease is extended?

In most parts of the UK your vehicle will need an MOT after three years (four years in Northern Ireland) and every 12 months after this. This means if you extend your lease for two years, you might need two more MOT tests before you hand your vehicle back at the end of your lease. 

Your dealer should contact you when your next MOT is due.

The cost of your MOT is included in your worry-free package, even in a lease extension.

 

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Scheme Partners

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Are there any delays with vehicle repairs?

Supply issues with certain parts are still having an effect on some vehicle repairers. 

These delays also mean workshop space is taken for longer which has an effect on the number of vehicles that can be repaired.

If your vehicle needs insurance repairs, DLM and their approved repairers will communicate with you throughout your claim. They’ll keep you informed of the progress and let you know if any delays are likely to occur.

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Are replacement vehicles being affected?

Our hire car companies are also being impacted by the ongoing supply issues.  The number of vehicles they have available, the size and type of vehicle they can offer, and how quickly they can get a vehicle to you are all being affected.

This means it may take longer to get a suitable hire car than you’ve previously experienced, and it’s unlikely we’ll be able to meet requests for specific features.

If it is not possible to provide you with a replacement vehicle, our insurance provider will contact you to discuss alternative arrangements.

Read more about replacement vehicles

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Charitable grants

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Can the Motability Foundation increase my grant award so I can get a vehicle faster?

Motability Foundation’s grants awards are awarded in line with set policies and after considering everything the person applying mentions during the application process. This ensures the vehicles are suitable for their mobility needs, and the foundation can help as many people as possible with the funds available.

With this in mind, they can only consider increasing a grant award to speed up delivery of a vehicle in exceptional circumstances, such as when the beneficiary has a life-limiting condition.

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Can I order a different vehicle than the ones listed on my award letter?

No, you can only use your grant to order one of the vehicles listed on your grant award letter.

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Can I get a car more quickly if I cancel my grant application?

Whether you order a car through the Motability Scheme, either with or without a charitable grant, or privately at a dealership, it will be subject to the same delivery lead times and delays.

If you have applied to the Motability Foundation for grant assistance, your application should take up to four weeks to consider.

If you already have a Scheme vehicle, you might be able to extend your lease for up to two more years. The easiest way to do this is in your Motability Scheme online account:

Sign in

Create your account

If you’ve already extended your lease for two years or more, please contact us on 0300 456 4566 to discuss your options.

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Can you speed the delivery up for me because I have been awarded a grant?

Whether you order a car through the Scheme or privately at a dealership, it will be subject to the same delivery lead times and delays, and Motability are unable to speed up the delivery of your vehicle.

If you have received an award letter from the Motability Foundation, it is not possible to increase your grant award or use your grant award towards vehicles other than those listed on your award letter to speed up delivery. The foundation can only consider increasing a grant award to speed up delivery of a vehicle in exceptional circumstances, such as when the beneficiary has a life-limiting condition.

You can find more FAQs about charitable grants here

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Find a dealer

There are over 4,500 Motability dealerships in the UK, and each has at least one Motability Scheme specialist who will provide advice on which car best suits your needs and the latest information on the current supply issues and delivery delays.

If you’re looking to join the Scheme, or order your next car, find the details for your local dealers using our Find a Dealer tool.

Find a dealer

 

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