Please be aware that our Customer Contact Centre will have reduced opening hours over the Spring Bank Holiday weekend. Find out more.

Print this page
Print this page

Ordering and delivery

Once you've found a Wheelchair Accessible Vehicle (WAV) that's right for you, it's time to place your order. It's a straightforward process and your WAV supplier will manage everything for you.

Ordering

When you've found the right WAV for your needs and you're ready to place your order, your WAV supplier will ask you to complete a few simple forms:

  • Statement of responsibilities and suitability confirmation – this confirms that you and your drivers understand and agree to abide by the Motability Scheme rules about how you can use your WAV
  • Driver consent forms – this gives us consent to check the details of your nominated drivers with the DVLA.

Along with the above forms, you will also need to give your WAV supplier:

  • DWP entitlement letter – this can be a copy so you don't have to give your original
  • Copies of both parts of your nominated drivers' driving licences
  • Your award letter if you are receiving financial help from Motability, the charity.

Your WAV supplier will place your application on our system, we will then check your eligibility and the DVLA will process drivers checks. Once the application passes these checks, which usually takes a few days, we will advise your WAV supplier and they will place the order for your new WAV. You can use our Application Checker tool to find out if your application has passed our checks.

Once your application is accepted, we will send you a confirmation letter, which includes your Personal Identification Number (PIN). You will need your PIN to take delivery of your WAV as it acts as your electronic signature. Separately, your WAV supplier will usually send you an order form to sign and return, this will say what vehicle you've chosen and any optional extras you have added.

Taking delivery

After your order has been placed, your WAV supplier will be able to let you know when it will be ready for delivery. On average this takes between 12 and 16 weeks. But if you have ordered a Nearly New WAV it should take a few weeks.

Once your WAV is ready, your supplier will deliver it straight to your home. They show you and your carer around your new WAV and will go through how each of the features work. Take some time to practise these features, especially using the ramp and tie-down restraints, and ask the supplier any questions you have.

Your WAV will give you a welcome pack containing our WAV handbook which will tell you everything you need to know over the course of your lease. The pack will also include your insurance documents – check all your nominated drivers are listed.

About a month after you take delivery of your new WAV, your WAV supplier will be back in touch to offer a free check at your home to ensure you are making the most of your new vehicle. The check will cover a reminder of how the features and functions of your new WAV work, and ensure it is meeting your needs and expectations.