FAQs from the Motability Scheme regarding COVID-19 (Coronavirus)

As the COVID-19 situation changes we understand that customers have a number of questions. We are continuing to update this page regularly to ensure we cover the most frequently asked customer questions. 

Since 5 January 2021 national restrictions have meant that dealership showrooms across the UK have been closed, with only service departments remaining open for essential maintenance and repairs. However, as of 5 April 2021 dealership showrooms have reopened in Scotland and are expected to open across the rest of the UK from 12 April 2021.

As dealerships have been closed for a number of months, it is expected that they will be very busy when they reopen, so if you are planning to visit a dealership, we recommend contacting them now to make an appointment.

Where dealership showrooms remain closed temporarily at this time, it may still be possible for car handovers to go ahead and new applications to be placed, subject to the ability of the dealership to safely operate within the current restrictions. Please contact your dealer directly to understand what they are able to arrange for you.

Our Customer Services team is currently dealing with a high volume of calls, we hope you find the answer to your question here. If you do need to call, we ask for your support if you are unable to get through to us as quickly as usual. 

Vehicle handovers and new applications

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I am due to collect my new car, am I still able to do this?

The Motability Scheme will remain open and the handover of new Scheme cars can take place as long as your dealership is able to safely do this on their premises, which could include their car park, while complying with the current regulations. Please contact your dealership directly to understand how this might affect the collection of your new car. Please note that the dealership’s facilities are also likely to be closed.

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Am I able to place an application for a Motability Scheme car?

We can accept new applications for the Motability Scheme if your dealership is able to place this application on your behalf within the current regulations. Where dealership showrooms are closed, your dealer may be able to manage your application without your needing to be at the dealership, however this will be down to individual dealerships and whether they have the capacity to manage your application within the regulations. 

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I am an existing customer. When can I place an application for my next car?

If you are in the final three months of your lease or have had your lease extended due to COVID-19 and you know which car you would like to place an application for, please contact your dealership and discuss whether they are able to place an application for you at this time.

For your peace of mind, and to ensure we continue to offer you worry-free motoring, if you haven’t placed a new order, or you don’t return your car on the date your lease is due to end, we will automatically extend your lease for six months, even if you have already had a lease extension due to the COVID situation. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. You can place a new order, or return your car, at any point during this six-month lease extension.

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Has COVID-19 affected car delivery times?

The length of time it takes for your car to be delivered could vary considerably due to the disruption experienced by car manufacturers during this time. It is worth checking with the dealership if the car you are interested in is in stock or whether it will need to be ordered from the manufacturer, which may well mean a delay. There may well be a comparable car from a different manufacturer, so it is worth considering this before you place your order.

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I am an existing customer, but do not want to place an order for my next car at the moment, what are my options?

Where possible, we recommend customers start their search in the usual way and place an order in the last three months of their lease. 

Social distancing and disrupted supply chains for manufacturers mean factories are producing fewer cars than usual which may result in a shortfall of new car supply in the near future. It’s possible that deliveries of some new cars will be delayed, others may be temporarily unavailable and in some cases, prices may sadly have to rise. 

Despite the many challenges our current price list (until 30 June 2021) includes over 500 cars with an Advance Payment of less than £500 – over 200 of these cars have no Advance Payment and a further 50 cars are available for less than your higher rate mobility allowance.

We do however understand that with ongoing COVID-19 restrictions across the UK, this continues to be an uncertain time for some customers. For your peace of mind, and to ensure we continue to offer you worry-free motoring, if you haven’t placed a new order, or you don’t return your car on the date your lease is due to end, we will automatically extend your lease for six months, even if you have already had a lease extension due to the COVID situation. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. You can place a new order, or return your car, at any point during this six-month lease extension

In certain circumstances you may be able to extend your lease for one or two years. This might be the case if you have specific adaptations or if you have driven less than 15,000 miles at the end of your three-year lease. If either of these apply, please contact our Customer Services team on 0300 456 4566.

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I had my lease extended by six months due to the COVID situation, when can I place a new order?

If you had your lease extended due to the COVID situation you do not have to wait until the end of your six-month extension to place an application if your dealer is able to do this for you whilst operating within the current regulations. Please contact your dealership directly to understand whether they are able to place your application for you at this time.

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I’m thinking of applying for a Grant from Motability, the Charity, what do I do?

The Grants team at Motability (the Charity) have reopened their charitable grants programme and are accepting applications from all beneficiaries. Their phone lines are open between 9.00am to 5.00pm, Monday to Friday. Due to anticipated increased demand, call waiting times may be longer than usual. For more information please visit their website motability.org.uk/grants.

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I do not want to place a renewal application at the end of my lease, how do I hand my car back?

If you do not want to place a renewal application at the end of your lease, please contact your dealership to 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.

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During your lease

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Is the insurance on my Motability Scheme vehicle still valid during lockdown?

Your Motability Scheme insurance remains valid despite any ongoing COVID-19 lockdown restrictions. Our insurance partner RSA Motability also remains open to help with any insurance queries. Please call 0300 037 3737 to speak to them directly.

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I have a Motability Scheme car; how can I get help if I’m in temporary financial need owing to the COVID-19 situation?

Until 31 July 2021, 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 situation, 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. The advance of the GCB can only be paid once per customer.

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 help us to deal with requests from customers needing exceptional help as quickly and efficiently as possible, please 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 are not able to take advantage of this arrangement.

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. 

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My lease has been automatically extended for six months, what will happen with my Good Condition Bonus?

The Good Condition Bonus (GCB) will be paid when you hand back your car to the dealer. If you are in line to receive the bonus, there is no need to contact us – we will automatically send you a cheque within 28 days of the car being returned.

Up until 31 October 2020, where customers have had leases automatically extended, we were paying the GCB on the original lease end date. If you go into a further lease extension and the GCB has already been paid, you will not receive this payment again.

If, due to the COVID-19 situation, you request an early payment of your GCB during the lease, you will not be entitled to this payment again.

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My usual driver is not able to drive me at the moment, can I add a new driver?

Your lease includes insurance for up to three named drivers, these can be family, friends or carers. If you need to add a new driver, please call RSA Motability (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.

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Are your partner services open to help if I need them?

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 can help with any insurance queries. Please call 0300 037 3737

Most Kwik Fit centres are open, they also offer a mobile service. Call the Tyreline on 0330 123 1531 or to book a mobile appointment call 0330 123 1533. Social distancing measures are in place at Kwik Fit centres, if you are planning to visit a centre please call the Tyreline in advance to make an appointment.

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The MOT is due on my car, what should I do?

Any MOTs due from 1 August 2020 must be completed as normal. Servicing departments remain open for essential maintenance and repairs including MOT tests, so 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.

The Government previously announced an automatic six-month extension to any MOTs due to expire between 30 March and 31 July 2020. Most of these MOTs should now have been completed, however if you had a six-month extension applied (ie. It was originally due between 30 March and 31 July 2020) and you have not yet had this completed, please contact the dealer to arrange this. If you are unsure when your MOT is due, you can check this at gov.uk/check-mot-history

If your MOT has expired, it can legally only be driven to a pre-booked MOT appointment. You will need to arrange this with your dealer, 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.

Please note, if you are due to hand back your car, the MOT will need to be completed before your lease ends.

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My service is due or my car requires repairs, what happens now?

Your dealership will be in touch to arrange to carry out any servicing and maintenance, providing this can go ahead within the current restrictions. If your service is due and you haven’t heard from your dealer, you should contact them to make an appointment. Please bear with them as this could take longer than usual as they are operating with social distancing measures in place.

If your dealership’s service department is closed but your vehicle is undriveable and requires urgent repairs, please contact RAC Motability Assist on 0800 73 111 73 for advice.

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I am in a hire car at the moment, how do I collect my Scheme car?

You will need to remain in the hire car that has been provided for you until the dealer has been able to complete the repair work required on your Scheme car. We hope to reunite you with your Scheme car as soon as possible, but please be aware that repairs are likely to take longer than normal due to social distancing measures at dealerships and availability of parts.

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What do I do if the customer unfortunately passes away during this time?

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.

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I was due to be reassessed for my allowance but the DWP have suspended my assessment for 3 months; can I stay in my current vehicle?

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.

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I am abroad with my Motability Scheme vehicle but I cannot get back due to the Coronavirus, what can I do?

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.

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Am I still able to request a copy of my vehicle registration certificate (V5c)?

We are able to send a copy of your V5c registration certificate, however it might take slightly longer than usual for you to receive this due to a backlog of requests owing to the COVID-19 situation. You can request a copy of your V5c using our online form.

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Can I add a personalised number plate to my vehicle?

We are able to add a personalised number plates to your Scheme car, however this might take longer to complete that usual due to a backlog of requests. We also rely on a number of partner organisations whose service has been impacted by the COVID-19 situation. You can find out more about adding a personalised number plate here.

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Wheelchair Accessible Vehicle (WAV) customers

As applications and handovers of WAVs are completed at a customer’s home, you should contact your WAV supplier to understand how they are operating within the current regulations.

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I am coming to the end of my lease; when can I apply for a new vehicle?

If you lease a WAV through the Scheme and are within the last three months of your lease, you should contact a WAV supplier to discuss your requirements for your next WAV and whether they are able to place an application for you at this time.

For your peace of mind, and to ensure we continue to offer you worry-free motoring, if you haven’t placed a new order, or you don’t return your WAV on the date your lease is due to end, we will automatically extend your lease for six months, even if you have already had a lease extension due to the COVID situation. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. You can place a new order, or return your car, at any point during this six-month lease extension.

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I had my WAV lease extended during lockdown, when can I order my next vehicle?

Customers leasing a WAV who had their lease extended during lockdown, can now if they wish, contact their WAV supplier to discuss ordering their next vehicle.

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I do not want to apply for my new WAV at the moment, what are my options?

Where possible, we recommend customers start their search in the usual way and place an order in the last three months of the lease. We do however understand that with differing levels of COVID-19 restrictions across the UK, this continues to be an uncertain time for some customers. For your peace of mind, and to ensure we continue to offer you worry-free motoring, if you don’t place a new order, or you don’t return your WAV on the date your lease is due to end, we will automatically extend your lease for six months, even if you have already had a lease extension due to the COVID situation. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. You can place a new order, or return your WAV, at any point during this six-month lease extension.

Alternatively, in certain circumstances you may decide that you’d like to extend your lease for longer, such as another one or two years. This might be the case if you have specific adaptations on your WAV, or if you have driven less than 25,000 miles at the end of your five-year lease. If either of these apply, please contact our Customer Services team on 0300 456 4566.

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I do not want another vehicle on the Scheme, how do I arrange to return the WAV at the end of my lease?

If you are intending on leaving the Motability Scheme at the end of your lease, please contact your WAV supplier to make arrangements for the vehicle to be returned. If your WAV supplier is closed, or unable to accept the vehicle, then contact us on 0300 456 4566 so we can discuss arrangements.

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Scooter and powered wheelchair customers

Where applications and handovers of scooters and powered wheelchairs are completed at a customer’s home, you should contact your dealer to understand how they are operating within the current regulations.

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I am coming to the end of my lease; when can I apply for a new product?

If you are within the last three months of your lease, please contact your dealer to discuss whether they are able to place an application for your next product. It is worth checking with the dealer if the product you are interested in is in stock or whether it will need to be ordered from the manufacturer as this may have a significant impact on delivery times. Bear in mind that similar products from alternative manufacturers may have different delivery times.

For your peace of mind, and to ensure we continue to offer you worry-free mobility, if you haven’t placed a new order, or you don’t return your product on the date your lease is due to end, we will automatically extend your lease and your insurance cover for six months, even if you have already had a lease extension due to the COVID situation. You can place a new order, or return your product, at any point during this six-month lease extension.

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I had my scooter or powered wheelchair lease extended during lockdown, when can I order my next vehicle?

Customers who had their lease extended during lockdown, can now if they wish, contact their scooter or powered wheelchair dealer to discuss ordering their next product.

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I do not want to lease another scooter or powered wheelchair on the Scheme, how do I arrange to return the product at the end of my lease?

If you plan to leave the Scheme at the end of your lease, please contact your dealership to make arrangements for the product to be returned. If your dealership is closed, or unable to collect the product, then contact us on 0300 456 4566 so we can discuss arrangements.

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What about servicing and repairs for my scooter or powered wheelchair?

Your dealership will be in touch to carry out any non-essential service, maintenance and repair work. Although please bear with them as this could take longer than usual as they work to catch up, whilst operating with social distancing measures in place.

If you require any urgent repairs to your scooter or powered wheelchair, please contact your dealer directly to see what they are able to arrange for you. If your dealership is closed, or unable to complete the repairs, then contact us on 0300 456 4566 so we can discuss alternative options.

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One Big Day and The Big Event

We are pleased to announce that The Big Event will move online for 2021. Following COVID-19 government guidance, we have made the difficult decision to cancel the One Big Day physical event programme for 2021, but we expect all of our live events to be back up and running in full in 2022. 

For any future news on our One Big Day events, please keep checking our Facebook Page

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