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My service is due, or my car requires repairs, what happens now? Non-essential service, maintenance and repairs are likely to be cancelled as dealers close, but the RAC will contin- ue to offer an emergency breakdown service.


I am in a hire car at the moment, how do I collect my Scheme car? For the time being we will need you to remain in the hire car that has been provided for you. Unfortunately, as our dealerships are currently closed, we are not able to reunite you with your usual Scheme car at the time being.


What do I do if the customer unfortunately passes away during this time? Should a customer die during their lease, a family mem- ber 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 usu- ally 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 assess- ments. 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 and you are unable to return to the UK, please contact us on 0300 456 4566 so we can apply a lease extension.


My question hasn’t been answered, can I call you? We are currently experiencing staff shortages and have limited availability on our phone lines. Unless your call is extremely urgent, please do not call us at this time. We hope that you will find the answer to your query here or in


our regular news updates which will be posted on the home page of our website. We also have a webchat facil- ity which might be quicker than holding for our advisors on the telephone. We will be regularly updating this page to ensure we cover the most frequently asked customer questions.


SCOOTER AND POWERED WHEELCHAIR CUS- TOMERS My dealer is due to deliver my new scooter or pow- ered wheelchair, what happens now? The latest Government announcements forcing the clo- sure of dealer sites mean that your dealer won’t be able to deliver your new scooter or powered wheelchair. We are doing everything we can to maintain a seamless serv- ice; keeping you mobile is our utmost priority. Where cus- tomers were due to take delivery of a new product, we will automatically apply a six month lease extension to cover them through this period of uncertainty. There is no need to contact us, as we will automatically extend the lease. Once the dealer has reopened, they will be in touch with you to rearrange delivery of your product.


My dealer is due to collect my scooter or powered wheelchair, will this still happen? The closure of dealer sites will mean that dealers won’t be able to


collect your scooter or powered wheelchair, however we will automatically arrange a six month lease extension to cover you over this period of uncertainty. If you plan to leave the Scheme at the end of your lease, contact us on 0300 456 4566 so we can discuss arrangements.


What about servicing and repairs for my scooter or powered wheelchair? Non-essential service, maintenance and repairs are likely to be cancelled as dealers close. Your dealer will be in touch to arrange this with you once they reopen.


I can’t use my scooter or powered wheelchair because it needs a repair, what are my options? If you’re product requires a repair and is unusable as a result, your dealer may be able to collect it from your home address. Please contact your dealer to establish whether they are open and able to offer this service for you.


One Big Day and The Big Event Will the Motability Scheme events still be taking place?


Following Government advice, The Big Event at the NEC (3 & 4 July 2020) has been


postponed until further notice. One Big Day Northern Ireland (6 June 2020) and One Big Day Exeter (25 July 2020) have been cancelled. We apologise for any disappointment this may cause.


We are closely monitoring this rapidly changing situation and if further changes to the


programme are needed we will announce these on our website and on our Facebook and Twitter channels.


10 Ability Needs Magazine


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