Social Security Experience Panels: Accessible Vehicles and Equipment Scheme

Positive impact of the scheme

A number of respondents described the positive impact that the scheme had on their lives – providing them with independence and the ability to get around that they felt they would not otherwise have had.

“The scheme allows me to lead a relatively ‘normal’ life when it comes to getting around. My Motability vehicle is a lifeline, allowing me to get to the shops, etc. I couldn’t do without it!”

“They have been fantastic because I need a Wheelchair Accessible Vehicle (WAV) that can take my large powerchair. Those types of vehicle are well out of my ability to afford the down payment for them. Motability applied a charitable donation to cover the cost of the initial fee and adaptations required. Without this service I would be permanently house bound, due to the level of care and support I need. This WAV is an absolute lifeline.”

Respondents described how the scheme had allowed them to access vehicles or equipment that they would not otherwise be able to afford, and how important this had been in allowing them to ‘cope’. In particular, the fact that the scheme covers servicing, breakdowns and insurance was highlighted as important in reducing stress.

“It enables me to essentially cope with looking after my disabled daughter, getting to hospital especially. It is appropriate for her and her wheelchair too. I was working as a nurse before and could never have afforded such a vehicle. Crucially I don’t have to think about maintenance or breakdown, I’m hugely grateful for this peace of mind especially when my daughter can be so unwell at times and everything is exhausting and worrying. It is the biggest help to me.”

“Without it and the fact that all services, breakdowns and tyres are covered, gives me worry free driving and without it I would be housebound.”

Experiences of services

Many respondents described their overall experience of the scheme very positively. Reasons for this included finding the overall service provided by Motability or by appointed garages or dealerships to be good.

“Brilliant service, great cars, no stress with insurance, the money goes straight to them so you don’t have to worry about it. I received 4 cars through Motability and cannot recommend the scheme enough.”

“The appointed garages have Motability experts to ensure you are provided with a suitable car for your needs. The staff in my experience have been caring and diligent.”

Some specific factors that led to good services were mentioned by respondents. These included “helpful”, “respectful”, “caring” staff, and “straight forward”, “joined up” processes.

“The people that run it down to the RAC assist are wonderful, caring and incredibly good at what they do. At the end of the day they really care and bend over backwards to ensure they have taken care of anything that arises and limit the stress for the customer.”

“They process the paperwork and liaise with the dealer direct taking all the hassle out of the process”

Vehicle Maintenance

Respondents described the comprehensive service offered, where running costs (including road tax, insurance, break-down cover and servicing) other than fuel, are included. Some had also had their vehicle picked up and dropped off for servicing.

“it is helpful knowing that all the costs associated with a vehicle from them is covered excluding fuel.”

“Everything to do with the car gets provided for you, even to the point where the car gets picked up from you home and delivered back to you at the end of the service and your insurance is taken care of also.”

“Ease of getting a car which was a lifeline to me due to my mobility. I wouldn’t have been able to afford to purchase outright or put a car through MOT. Car service was made easy as they picked car up and dropped off as I’m unable to drive long distances.”

“I have no worries about being able to afford the insurance or road tax. Which I wouldn’t be able to otherwise. If the car breaks down it is covered.”

Experiences of vehicle servicing and repairs were dependent on the garages used and the options available. Some described very positive experiences where garages were well set up and equipped to support Motability customers.

“The appointed garages have Motability experts to ensure you are provided with a suitable car for your needs. The staff in my experience have been caring and diligent.”

Some had had negative experiences with garages used for servicing and repairs, including a small number suggesting that garages had replaced parts in their vehicle with ones that were substandard, or had not carried out repairs to the standard they would expect. Others felt they had been treated badly by garages due to being a customer from the scheme.

“The next car had a faulty air conditioning system which caused the windows to steam up making the car dangerous to drive. The garage in [rural location] refused to repair [it] and the car had to be rejected.”

“The garages involved are a completely different matter. They treat Motability customers like total crap, like dirt on their shoes, like the lowest of the low. I have been made to stand and wait for an age, outside, because the agent double booked himself, I have been laughed at for being in pain and missing appointments. They are rude, unhelpful and have on many occasions lied and misled me, they do everything they can NOT to help Motability customers. I would vote with my feet, so to speak, and take my custom elsewhere, except there are a limited number and they know you have no real choice.”

A few respondents described their experiences of accessing courtesy cars while their vehicle was in for repair. Experiences ranged from describing this as very “quick” and easy, to much more difficult.

“On the odd occasion when I have had a bump or when the vehicle needed repair, the scheme reacted quickly and had me back on the road with a temporary replacement within a couple of days. As I require a large vehicle with a hoist for my power chair, getting such a vehicle at short notice has always been achieved.”

“Had an absolute nightmare experience with them after car was in an accident. Had great difficulty getting them to sort a courtesy car. They’re arranging to pay out £250 compensation to me after I complained about the poor service.”

Servicing in rural areas

Respondents living in rural areas highlighted the challenge of accessing servicing and repairs in areas local to them. In particular, the need to use approved service providers meant that some had been unable to use servicing and repair services local to them. Some had to use services further away, or had been unable to use the vehicle collection service for servicing and repairs.

“Because Motability has contracts with fleet servicing providers, if you fall into an area outside main coverage areas, it can be a lot more complicated to get assistance due to reliance on the contract providers, even though local facilities may exist that could provide the same service.”

“It’s great if you live in town near garages for servicing, etc., living in the Borders is problematic as garages will not collect the vehicle as it is out with their area, the types of vehicles and tyres are not best suited to our area in bad weather.”

“Good experience until car broke down, did get replacements for the 3 times the car broke down, very difficult logistic wise as I live in [island], but they helped as best they could, car had to be shipped south for repairs each time, and replacement sent up for me, was a very stressful experience.”

Communication and information

Many respondents described the communication and support they had received throughout their use of the scheme as very positive – be that through Motability itself, or through associated dealerships, garages or breakdown services. They described experiences of finding it quick and easy to access the help and support they needed, and that staff had responded quickly to enquiries, quickly getting cars or replacement vehicles during repair works.

“When they say that they will call you back, they do so - even if there is nothing to relate regarding progress, they still call to let you know that it is being dealt with.”

“Never had an issue with them. They go out of their way to make sure they can resolve your issue on the call. Staff are always helpful.”

They are on the ball, keeping you updated all year round with newsletters and keeping you posted when you can order your new car

However, some respondents expressed frustrations with this, including describing having to wait a long time to get through on the phone.

“Can take a long time to get through on the phone. They have an online form but that doesn’t allow the person using it to keep a clear record of communications, like an email address would.”

A couple of respondents also found it difficult to find independent advice or information about funding.

“Getting a WAV that fits our needs is a bewildering experience. We have no idea where to go for advice that is independent of a dealer, or what funding we could apply for.”

Associated costs

Advanced payments

Many respondents raised the associated costs of accessing AVE scheme vehicles – specifically the advanced payment, and the cost of adaptations. Some respondents said that the advanced payments had increased in recent years, limiting the choice of vehicles that were affordable to them.

“The amount needed by the benefit recipient to put towards a car had increased hugely when I moved from my first to second motability car. I was therefore really restricted in choice, though very appreciative of the scheme as access to a vehicle gives me a life, enables me to work part time, and spend time with family.”

“Advance deposit is very high for appropriate vehicles for a claimant.”

Respondents mentioned the cost of vehicle adaptations – some felt it was unfair to have to pay for adaptations that they require to be able to drive, or that the adaptations could not be transferred to another car.

“Having to pay a 4-figure non-refundable deposit for a car with the adaptations that I require doesn’t seem fair to me. It also doesn’t seem correct that you cannot transfer adaptations from one identical car to another when they work fine.”

It was clear from a small number of respondents that there was some misunderstanding over the nature of the advanced payments – with some respondents describing these as “deposits”, which would imply that they would be returned at the end of the vehicle lease (see the section on “how the scheme works” for explanation of this process). These responses expressed a sense of frustration or mistrust that their payment had not been returned, despite keeping the vehicle in good condition.

"if you need any adaptations at all, you pay a massive upfront 'deposit' that they make sure you never see again. No matter how well kept the vehicle is when it comes time to hand it back."

Respondents also highlighted the higher costs of larger Wheelchair Accessible Vehicles (WAVs) and automatic cars.

“Ordering a vehicle is a relatively easy process. The downside is that as we need a WAV for our son, the advance payment is higher. As working parents, we don't qualify for grant funding and are therefore far more out of pocket than someone who doesn't need a WAV.”

"Now that I need a wheelchair access vehicle, Motability is well out of my price range. The basic models are all too small for my outdoor wheelchair… and the cheapest is £5000 up front. That would cost, over the lease period, £22,000 and it wouldn't even be mine to keep. So instead, I have bought a wheelchair accessible vehicle second hand."

“I can’t drive manual due to medical reasons yet I feel punished because I need to pay a premium to get automatic or electric.”

"most disabled drivers use automatic cars which they charge a premium for which penalises the disabled driver."

Access to funding

Some respondents had received grant funding to help with the upfront costs of their vehicles or adaptations. They described this as a “lifeline” as that they had been able to access vehicles which otherwise would have been unaffordable, and which give them independence and mobility.

“They’ve always been fantastic with me. Even when my condition got worse and had to change to a WAV and apply for a grant for the advance payment, they were great from the start to end.”

“We have had motability vehicles for [many] years now and always had really good service and even help with the advance payments”

“They have been fantastic because I need a Wheelchair Accessible Vehicle (WAV) that can take my large powerchair. Those types of vehicle are well out of my ability to afford the down payment for them. Motability applied a charitable donation to cover the cost of the initial fee and adaptations required. Without this service I would be permanently house bound, due to the level of care and support I need. This WAV is an absolute lifeline.”

A small number described having a restricted choice of vehicle options due to the grant funding that they were given towards advanced payments or adaptations.

“Biggest issue is the advance payments on WAVs, there should be more of a choice with nil advance payment or at least lower payments than they are as these are essential pieces of kit if you need them. The grant scheme for help with advance payments is good but could be better, they like to dictate what you need rather than what your child actually needs. The advance payment for our WAV was 10k, without a grant we couldn’t have afforded that but we could have had a top range BMW for no advance payment, makes no sense!”

Some respondents did not support profits being put into the charity providing grants.

“money is given to […] the charity, who then spend it in a scatter gun approach, and yes, this is disabled people's allowances they are profiting from and then giving away to people other than those who have contributed.”

Ongoing costs

A small number of respondents queried the ongoing payment of the full mobility elements of their benefit being paid into the scheme. Two key areas were highlighted in relation to this. The first was the full amount continuing to go to the scheme after benefit increases in line with inflation.

“There is one thing I don't understand however. When you sign up for a vehicle your agreement is normally based on your full allowance (mobility part) is received by the supplier, which at the time of agreement is a server amount, however when your benefit increases each year in April due to inflation, etc. the recipient of the PIP doesn't get that increase, it goes directly to the company.”

The other was the full amount continuing to go to the scheme if the vehicle was kept beyond the initial lease period.

“The only negative is some of the advanced deposits are large and if you extend your lease to more than 3 years you continue handing over your full entitlement.”

One respondent, however, described purchasing their car at the end of their lease and finding this a straightforward process.

“When I lost my entitlement to PIP, I decided to purchase the car from Motability and the process was very easy.”

Availability and choice

Many respondents described a good range of vehicle and equipment options available to them.

“The variety of vehicles available is huge.”

“Overall the service is good with a wide range of vehicles being provided.”

However, some respondents felt that while there were a lot of vehicles available, the choice between those vehicles that met their specific needs was more restricted. This was raised in particular by those who required larger WAVs or automatic cars, with the cost of these types of cars also highlighted as being prohibitive.

“Lots of small cars but you can’t get a family & wheelchairs in them. Definitely needs a bigger range particularly of automatic vehicles.”

“The main issue for us has been lack of any real choice for automatic transmission cars which are also more expensive. Accessing a WAV is out of reach for us in terms of cost.”

As noted above, a small number of respondents felt that their reliance of grant funding to cover advance payments or adaptations led to a more limited choice of vehicles available.

“Restrictive when trying to get help for advanced payments, will select your car for you in this instance rather than respect your choice.”

One respondent also felt that it would be valuable to be able to access both a car and an accessibility scooter through the scheme.

“Most disabled persons require not just a car OR a wheelchair/scooter. If you have mobility issues you generally need BOTH! It would be great if the mobility element could be used to lease both, not just one.”

A few respondents said that they had to wait for their vehicle or equipment to become available.

"The hire of equipment such as mobility scooters used to be good but now it's just awful as there aren't enough outlets to get them or enough scooters available."

A small number felt that the Coronavirus (COVID-19) pandemic may have been a factor in their waiting times.

“I received a letter telling me I was now entitled to the higher rate of mobility, I have to say this meant so much to me I burst into tears. This means the difference between being able to get out and about independently. I did have to wait a while for the car I had chosen but that was more to do with Coronavirus, and cars being unavailable. I do really appreciate having a mobility car.”

Qualifying benefits

Respondents spoke about their experiences in relation to losing their vehicles if their qualifying benefit were stopped.

A few described how supportive and helpful the service had been in supporting them when their qualifying benefit was stopped. This included support to access a new vehicle after the appeal process.

“I have used the Motability scheme for almost 9 years and their service and support has been excellent. There was a 3 month period when I had to appeal my Personal Independence Payment (PIP) high rate mobility component. The vehicle was returned because of the Dept. of Work & Pensions decision and Motability could not have been more helpful and empathetic to my situation. When my PIP decision was reinstated by the First Tier Tribunal, the Motability team were excellent in helping me get a new vehicle.”

One respondent also described being allowed to keep their vehicle until after the funeral of the person they cared for (who was the benefit recipient), who had died.

A few, however, said that it would be valuable to be allowed to keep their vehicle if going through the appeals process for their qualifying benefit.

“I've had 3 cars over the years through motability. Never had any problems with them, customer service always great. I only stopped using them as had to hand my car back in October 2015, DWP downgraded my PIP to standard mobility. I had to purchase a 2nd hand car as […] my car is my independence. […] I won my PIP appeal in January 2016 and enhanced mobility element reinstated. Awful that my car was taken off me before the appeal.”

Another raised concerns about losing their vehicle when they reached the age limit of their qualifying benefit (as set out by DWP and Social Security Scotland), and the impact this would have on their ability to live independently.

“[A] concern I have [is the] age limit for using it as in some cases [you] lose High component payment of DLA or PIP as past working age, but still can and want to drive and live rurally where no other options to driving.”