New Vehicle Payment

Remember, the one-time New Vehicle Payment is ending for new customers on 3 January 2025. Read more

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WAV stands for Wheelchair Accessible Vehicle. This means you can travel in the vehicle while seat in your wheelchair

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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)
What is Personal Independence Payment (PIP)?
Which PIP rate do I need to join the Scheme?
When will I be reassessed for PIP?
Joining the Scheme
How the Scheme works
What does my car or Wheelchair Accessible Vehicle Scheme package include?
What does my scooter or powered wheelchair 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?
Finding a dealer or supplier
How do I find my local car dealer?
How do I find my local scooter or powered wheelchair dealer?
How do I find a Wheelchair Accessible Vehicle supplier?
Financial help and learning to drive
Can I apply for a grant or financial help?
Can I learn to drive in my vehicle and get financial help for this?
How you pay and what it costs
Why are petrol and diesel car prices increasing?
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 car or Wheelchair Accessible Vehicle
How do I apply and can I change my mind?
How long will it take to get my new vehicle?
What is the average miles per gallon (MPG) for a 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?
Looking after your vehicle
Do I need to store my product at home?
What's available
Are there electric or 'green' cars on the Scheme?
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?
What is a Nearly New Wheelchair Accessible Vehicle?
How do I find the vehicle that suits me best?
Why are petrol and diesel car prices increasing?
Getting your vehicle
What do I need to take when I collect my car, and can someone collect it for me?
What is a PIN?
I’ve lost my PIN. How do I get a new one? 
Ordering a scooter or powered wheelchair
How do I apply for a scooter or powered wheelchair?
How do I see the dimensions for scooters and powered wheelchairs?
What’s the maximum weight scooters and powered wheelchairs can carry?
What is a suitability assessment? 
Can I get a manual wheelchair with a power add-on?
Insurance
What's covered
What do I do if my car is damaged inside, or by a mobility aid? 
Am I covered if my personal items are stolen from my vehicle? 
Can I only apply for certain insurance groups?
Can I use my vehicle for business? 
Can I have a pet in my vehicle? 
When will I get my insurance documents? 
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? 
What happens if me or my passenger is injured in an accident? 
Will I qualify for loss of use payments? 
Will I get a ‘no claims’ bonus at the end of my lease? 
What happens if my vehicle is not repairable after an accident?
Theft and damage
Do I need to claim if my vehicle has minor damage? 
My vehicle or keys have been stolen. What do I do? 
When will my car be repaired? 
What do I do if my vehicle is accidentally or deliberately damaged?
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
Breakdown
What do I do if my car or Wheelchair Accessible Vehicle breaks down? 
What do I do if my scooter or powered wheelchair breaks down? 
Am I covered if I break down while towing a caravan or trailer? 
Car servicing and repairs
How often does my vehicle need servicing? 
What happens if my vehicle needs repairs or stops running properly?  
What can I do if my vehicle is not getting the advertised miles per gallon (MPG)?  
Why does my vehicle not have a spare wheel?  
My adaptation is not working. Who can I speak to?  
What is a diesel particulate filter (DPF) and how do I get it fixed?
Can I change my dealer in the Motability Scheme online account?
Wheelchair Accessible Vehicle checks and repairs
What do I do if my Wheelchair Accessible Vehicle needs repairs? 
What is the yearly Wheelchair Accessible Vehicle check? 
Where can I get my Wheelchair Accessible Vehicle serviced? 
MOT
What happens if my vehicle fails its MOT? 
Where can I get my MOT done? 
Tyre repair and replacement
Can I get new tyres? 
Will my tyres be replaced with the same kind? 
What's the legal tyre tread limit? 
Can I fit winter tyres or snow chains? 
What can I do if my wheel alignment is not right? 
What do I do if I have a chip or crack in my windscreen? 
Temporary replacement vehicles
When can I get replacement travel?
Will I get replacement travel if my vehicle has been recovered?
Will I get replacement travel while my Wheelchair Accessible Vehicle is being repaired or serviced?
Adaptations and modifications
Which adaptations can I get and how do I get them?
Can I add adaptations during my lease?
Can I transfer an adaptation from my old vehicle? 
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
I live on the Isle of Man. How do I tax my car?
How do I know if my vehicle tax is overdue?
How can I prove I can park for free, without a tax disc?
How can I check my vehicle has been taxed?
About your lease
Fines, seizures and charges
Do I need to pay for fines and seizures?
Can I get a Blue Badge?
Do I have to pay the congestion charge?
Does my vehicle meet the ULEZ criteria and will I have to pay the 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?
What happens to my payments if my allowance increases during my lease?
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?
Travelling abroad
Can I take my vehicle abroad and how does this work?
What do I do if I break down or need repairs while I'm abroad?
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?
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?
My new vehicle is not ready yet. What can I do?
Is there an inspection at the end of my lease?
How do home collections work?
Giving your vehicle back
Should I repair every mark on my vehicle before I give it back?
Where do I give my vehicle back?
What happens to my vehicle after I give it back?
Keeping your vehicle for longer
Can I extend my lease?
Can I keep the same vehicle after my lease ends?
My vehicle has adaptations. Can I keep it for longer?
Payments and bonuses
What is the Good Condition Payment?
What is the New Vehicle Payment and how will I get it?
How do I get payments and refunds?
What is the End of Contract Payment?
Contacting us
Speaking to us
Who do I tell when I'm moving home?
Can I use web messenger?
Will you ever call me?
How do I add a nominee?
Complaints, appeals and misuse
How do I make a complaint?
I'm not happy with your answer to my complaint. What can I do?
Can I report someone for misusing their vehicle?
Your online account
What is the Motability Scheme online account and how do I create one?
How do I add or remove my bank details in the Motability Scheme online account?
What can I do in 'Insurance cover' in the Motability Scheme online account?
Electric cars
Charging
How long does it take to charge an electric car?
What happens if I run out of charge?
Are all charging cables the same?
Can I use a three-pin charging cable?
I did not get my bp pulse code. What do I do?
How do I charge with Motability Go Charge?
Why is my Motability Go Charge card not working?
Range and servicing
What's the range of an electric car?
What can affect an electric car's range?
Do electric cars need more servicing and maintenance?
Chargepoint
Can I get a home chargepoint on the Motability Scheme?
Do I need to give my home chargepoint back at the end of my lease?
I have a problem with my home chargepoint. What do I do?
What's the difference between a tethered and untethered chargepoint?
Can I have a home chargepoint fitted and get access to the bp pulse network?
Can I get a solar-compatible home chargepoint?
What is a non-standard installation?
Motability