Frequently asked questions

Have a question? Explore answers to the questions we get asked the most.

Who can join the Scheme

Am I eligible?

Am I eligible to join the Scheme?

Can two people in my home be on the Scheme?

Can I join the Scheme on Attendance Allowance?

Can young people join the Scheme?

Can young drivers join the Scheme?

What are location trackers?

Personal Independence Payment (PIP)

Which PIP rate do I need to join the Scheme?

Joining the Scheme

How the Scheme works

What does my car or Wheelchair Accessible Vehicle Scheme package include?

When will you receive my first lease payment?

Can I get a vehicle and a scooter or powered wheelchair?

Do I need to be in my vehicle while it's being used?

How many miles am I allowed to drive?

Can I buy the vehicle at the end of my lease?

Ordering a car or

How do I apply and can I change my mind?

How long will it take to get my new vehicle?

Which colours can I get a vehicle in?

Can I smoke in my vehicle?

What is a statement of responsibilities and suitability confirmation form?

What is a manual driving check?

What's available

Can I get a vehicle that's not on your price list?

Which automatic vehicles are on the Scheme?

Can I lease an SUV, motor home or caravan?

Financial help and learning to drive

Can I learn to drive in my vehicle and get financial help for this?

How you pay and what it costs

Can I get a vehicle that's not on your price list?

How much does joining the Scheme cost and how do I pay?

What is an Advance Payment and which vehicles need one?

What happens when prices change?

What are the latest car prices on the Motability Scheme?

Ordering a scooter or powered wheelchair

How do I apply for a scooter or powered wheelchair?

Can I get a manual wheelchair with a power add-on?

Insurance

Theft and damage

Do I need to claim if my vehicle has minor damage?

When will my car be repaired?

What do I do if my vehicle is accidentally or deliberately damaged?

Accidents and claims

My vehicle has been in an accident. What do I do?

How much excess do I need to pay if I have an accident?

Will I get a ‘no claims’ bonus at the end of my lease?

What's covered

What do I do if my car is damaged inside, or by a mobility aid?

Can I only apply for certain insurance groups?

Can I use my vehicle for business?

Can I have a pet in my vehicle?

Your drivers

How do I add drivers and who can they be?

Does it matter if a driver has points or has been disqualified?

What happens if my driver cannot drive anymore?

About your vehicle

Car servicing and repairs

How often does my vehicle need servicing?

Can I change my dealer in the Motability Scheme online account?

Tyre repair and replacement

Can I get new tyres?

What do I do if I have a chip or crack in my windscreen?

Temporary replacement vehicles

When can I get replacement travel?

Adaptations and modifications

Which adaptations can I get and how do I get them?

Can I add adaptations during my lease?

Can I modify my vehicle or add extras?

Can I have a tow bar fitted?

Can I add a personalised number plate to my car?

Tax

How can I check my vehicle has been taxed?

About your lease

Travelling abroad

Can I take my vehicle abroad and how does this work?

Changing or ending your lease

How do I end my lease or give my vehicle back early?

Can I change my vehicle early?

Can I change my mind after I've applied?

Discounts

Can I get discounts on Haven Holidays?

Do you offer retailer discounts for customers?

Fines, seizures and charges

Do I need to pay for fines and seizures?

Do I have to pay the congestion charge?

If things change

What happens if I go into residential care?

What happens if my allowance ends before my lease does?

Do I need to tell you if my medical condition changes?

What happens if I'm in hospital for more than 28 days?

What happens if the customer passes away?

If your allowance ends

What happens if I do not get the higher rate mobility part of PIP?

What happens if I'm appealing an unsuccessful PIP reassessment?

What happens if my allowance stops?

End of your lease

How long is my lease and what do I do when it ends?

I have six months left on my allowance, but my lease ends soon. What can I do?

Can I get my car from a different dealer?

Is there an inspection at the end of my lease?

How do I return my vehicle if I’m leaving the Scheme?

Payments and bonuses

What is the Good Condition Payment?

How do I get payments and refunds?

What is the End of Contract Payment?

Giving your vehicle back

Should I repair every mark on my vehicle before I give it back?

Where do I give my vehicle back?

Keeping your vehicle for longer

Can I extend my lease?

Can I keep the same vehicle after my lease ends?

Contacting us

Speaking to us

Can I use web messenger?

Will you ever call me?

Complaints, appeals and misuse

How do I make a complaint?

Can I report someone for misusing their vehicle?

Your online account

What is the Motability Scheme online account and how do I create one?

Electric cars

Charging

How do I charge with Motability Go Charge?

Chargepoint

Can I get a home chargepoint on the Motability Scheme?

I have a problem with my home chargepoint. What do I do?

What is a non-standard installation?