Our Dealers

Whether customers are choosing a car, powered wheelchair or scooter, or arranging a repair or service, customer satisfaction is a top priority for all our dealers. That's why we worked with nearly 5,000 dealers across the country to create our Dealer Partnership, that sets out demanding standards for speed, efficiency, and levels of customer service.

The award winning Partner programme and, in particular, the standards and performance levels we require from dealers, were based on extensive feedback from customers and suppliers. These standards aim to provide an enhanced customer experience at the dealer frontline throughout the lifetime of the contract including supply, service and maintenance, MoT testing and ordering and collection of the new car or product.

Dealer service standards

The following standards are expected from all Motability dealers, both car and powered wheelchair and scooter suppliers:

Up-to-date scheme literature and knowledge

A test-drive, or ride if more appropriate, in the car or product of the customer's choice, or the nearest specification, ensuring that the main features such as accessibility, seating position, transmission (manual, automatic etc) are suitable for the customer

An assessment of vehicle or product suitability and affordability

Online application capability

Home visits (powered wheelchair and scooters only)

Car Scheme dealers

For those supplying cars to Motability there are two levels of dealerships: Dealer Partners who meet our standard requirements, and Premier Partners who meet higher standards for efficiency and customer service. Over 80% of our dealerships are Premier Partners and 96% of our current customers choose to visit them.

Premier Partners must have at least two named and trained Motability Specialists with at least one available each day the dealership is open. Dealer Partners are required to have at least one trained Motability Specialist.

In addition, Premier Dealers are required to undertake the following:

Provide home visits for anyone requiring it, for the qualification and selection process (not for car handover)

Actively promote the Scheme locally through marketing and advertising and have links with local disability groups

Provide courtesy cars, if required, where a minimum of three weeks notice is given, when a car is being serviced or repaired

Provide "while you wait" MoT service by appointment

Provide a wash and vacuum service following service or repair

As part of our commitment to offering our customers a worry-free motoring package, assistance is available through trained Sales and Aftersales Specialists. Dealerships are required to provide at least one specialist in this area; the majority will provide two. Specialists undergo bespoke training in how to manage Motability business processes.

Motability has worked closely with disability and diversity consultants to create a disability online training programme known as Disability Confidence training. After completing the course, dealers will be more aware of disability issues, such as accessibility, discrimination and disability etiquette guidelines.