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.
Dealers have now started to reopen with social distancing measures in place and we ask for your patience and understanding as we all adjust to theses new ways of working. Keeping you and our colleagues safe is of the utmost importance. Please be reassured that the Scheme will support you where possible to help you remain mobile during this time.
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
I placed an application before lockdown, when will the handover of my car go ahead?
Handovers of cars that have arrived at dealerships and are ready for the dealer to pass on to customers have resumed, subject to this being done in a COVID-19 safe environment. When your car is ready to be handed over, your dealer will be in touch with you to make an appointment. We expect that delivery of these pre-ordered cars will continue throughout June and into July.
For vehicles already ordered before lockdown, the price you agreed with your dealer will be the price you pay when the car is able to be handed over.
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, you can now place an order.
Please bear in mind that some dealers remain closed and all dealers are likely to be busier than usual. Your dealer will have social distancing measures in place, so you must contact your dealer to make an appointment and find out in advance how COVID-19 is affecting their services.
Please note we usually require 12 months remaining on your allowance when you place an application, however due to the current situation we are accepting applications from existing customers who have at least six months remaining.
Do I need to make an appointment at my dealership to place an application?
Yes, some dealerships will still be closed and social distancing arrangements mean that all dealerships are having to plan more carefully. You will need to make an appointment so that they can dedicate enough time to help you find the right car and let you know how COVID-19 is affecting their services. You can find out more about the measures dealers have put in place in our ‘Social distancing and dealership visits‘ article.
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.
I am an existing customer, but do not want to place an order for my next car at the moment, what are my options?
If you are not quite ready to choose a new vehicle you do not need to do anything further at this stage. If you do not place an application for a new vehicle, we will automatically extend your lease for six months. 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 have already had a six-month extension applied during lockdown and you need more time to order your next vehicle, please contact us so we can apply a further lease extension for you.
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 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.
I’m thinking of applying for a Grant from Motability, the Charity, what do I do?
Unfortunately due to the COVID-19 situation, the Grants team at Motability (the Charity) are currently unable to process applications for financial help. As and when this situation changes they will publish information on their website motability.org.uk/grants. For any customers not able to place an application we will extend your current lease for six months.
I was in the process of choosing my first car on the Scheme but had not yet placed an application, can I still go ahead?
We’re pleased to announce that we are now able to take applications from customers looking to join the Scheme. This will be possible where your chosen dealer is open, and operating in a COVID-19 safe environment. You can find details of your local Motability Scheme dealers and their opening hours here.
When you have made a decision on the vehicle that’s right for you, your dealer will place the application with you at the dealership. Once the application has been submitted, we will need to check the driving licence details with the DVLA and your award with the DWP. These checks usually take a couple of days however, they are currently taking several days as the organisations involved continue to be impacted by COVID-19. You can use our application status checker to follow the progress of your application.
I do not want to place a renewal application at the end of my lease, how do I hand my car back?
As dealerships start to reopen they will be able to book in appointments for end of contract vehicle returns. 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.
During your lease
With less traffic on the roads as a result of the lockdown, will I be eligible for a refund from my Scheme insurance?
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 in the process of sending an insurance-based refund of £50 to all customers.
There is no need for customers to contact us in connection with this. We have been automatically issuing this insurance refund, which started in May and will continue throughout June.
I have a Motability Scheme car; how can I get help if I’m in temporary financial need owing to the COVID-19 situation?
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 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.
My lease has been automatically extended for six months, what will happen with my Good Condition Bonus?
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.
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 urgently 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.
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 are working remotely to 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. 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 MOT is due on my car, what should I do?
The Government have announced that the automatic six-month extension on MOTs will end on 31 July 2020. Any MOTs due from 1 August 2020 will need to be completed as normal and you will need to contact your dealer to book this in. Please bear in mind that dealers are operating with social distancing measures in place so it could take longer to complete the MOT than usual. It’s worth contacting your dealer earlier than usual to ensure they have an appointment available for you. If your dealer is not able to carry out the MOT you can contact Kwik Fit and make an appointment at one of their centres.
If your MOT has had a six-month extension applied (ie. It was originally due between 30 March and 31 July 2020) you will be notified by your dealer when this will now be due.
If your MOT expired before 30 March 2020 and has not yet been completed, you will need to arrange this with your dealer, or with Kwik Fit at one of their centres. Until completed, the vehicle can legally only be driven to a pre-booked MOT appointment. 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.
My service is due or my car requires repairs, what happens now?
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. The RAC will continue to offer an emergency breakdown service.
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 reopened and is able to safely operate and 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.
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.
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.
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.
Am I still able to request a copy of my vehicle registration certificate (V5c)?
We are currently unable to send a copy of your V5c if you have contacted us on or after 23 March to update your name or address. This is because the DVLA are currently working through a backlog of requests owing to the COVID-19 situation and may not have updated your details yet. We will provide further updates on this page when we have more information from the DVLA.
If your details have not changed, or were changed before 23 March 2020, you can request a copy of your V5c as normal.
Can I add a personalised number plate to my vehicle?
It’s not currently possible to add a personalised number plate during your lease. This is because we rely on a number of partner organisations whose service has been impacted by the COVID-19 situation.
You can still add a personalised number plate at the start of your lease, but you will need to let your dealer know when you place your order. You can find out more about this here.
Wheelchair Accessible Vehicle (WAV) customers
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 will be able to place an application for your next vehicle, as long as you do not require a grant from Motability (the Charity). If you wish to place an application, you should contact a WAV supplier to discuss your needs now and ensure that the vehicle will continue to meet your needs for the next five years.
I need to apply for a grant before ordering my next WAV, what should I do?
Unfortunately due to the COVID-19 situation, the Grants team at Motability (the Charity) are currently unable to process applications for financial help. As and when this situation changes they will publish information on their website motability.org.uk/grants.
In the meantime, if your current lease is due to end and you are planning on applying for financial help you do not need to do anything further at this stage, if we do not hear from you and you do not place an application for a new WAV, we will automatically extend your lease for six months. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.
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 contact their WAV supplier to discuss ordering their next vehicle, as long as you do not require a grant from Motability (the Charity). If you are unable to apply for a grant and order your new vehicle before your extended lease end date, please let us know so we can extend your lease for a further period of time to ensure your continued mobility.
I do not want to apply for my new WAV at the moment, what are my options?
If you are not quite ready to choose a new vehicle or you are planning on applying for a grant, you do not need to do anything further at this stage. If we do not hear from you and you do not place an application for a new WAV, we will automatically extend your lease for six months. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.
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.
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, i.e. you do not wish to place a new application and you do not want your lease extended for a further six months 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.
Scooter and powered wheelchair customers
My dealer is due to deliver my new scooter or powered wheelchair, what happens now?
As dealerships begin to reopen, dealers will be gradually contacting customers to arrange to hand over scooters or powered wheelchairs ordered before lockdown. If your dealer is unable to handover your new product we will automatically apply a six-month lease extension to cover you through this period of uncertainty. There is no need to contact us, as we will automatically extend the lease.
I had my lease extended during lockdown, can I now place an application for my next scooter or powered wheelchair?
Yes. Latest pricing and products are now available to browse on our website. 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.
My lease expires in the next three months, when can I place an application for a new scooter or powered wheelchair?
If you are within the last three months of your lease, you can 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.
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 find out whether they are open and are able to safely collect your scooter or powered wheelchair. If your dealership is closed, or unable to collect the product, then contact us on 0300 456 4566 so we can discuss arrangements.
What about servicing and repairs for my scooter or powered wheelchair?
As dealerships start to re-open they will be in touch to carry our 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
One Big Day and The Big Event
Will the Motability Scheme events still be taking place?
Following the latest Government announcement extending lock down measures, we have made the difficult decision to fully cancel the One Big Day Programme for 2020.
As always, the safety of all event visitors is our number one priority. With some degree of social distancing potentially remaining with us for the next few months, we believe cancelling the events for 2020 is the right thing to do.
All the events listed below are now cancelled:
• The Big Event (3 & 4 July 2020)
• One Big Day Northern Ireland (6 June 2020)
• One Big Day Exeter (25 July 2020)
• One Big Day Harrogate (15 August 2020)
• One Big Day Peterborough (5 September 2020)
• One Big Day Edinburgh (19 September 2020)
We understand this is disappointing news and we apologise for any inconvenience this may cause. We hope to be back with a full programme of events in 2021.