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We are the commercial organisation that delivers the Motability Scheme to over 750,000 customers in the UK, helping them to access independent mobility.
Our customers exchange their higher rate mobility allowance to choose a vehicle. Every customer lease includes insurance, servicing, tyres and breakdown cover all taken care of as part of our worry-free package. We are governed by the Motability Foundation, who set the Scheme’s strategic direction and oversee performance.
We work across the entire mobility industry, influencing the blueprint of emerging technology and transport solutions for our customers.
At Motability Operations we are making sure that no one is left behind in the transport revolution and we ensure innovation considers disability from the very beginning.
Our sustainable business model is designed to withstand external pressures, allowing us to deliver equitably for our customers. Our customers’ needs are at the heart of every decision we make, from financial and legal to marketing and operations.
We help our customers to get mobile.
We understand the importance of a vehicle for our customers; it’s what keeps them connected to the world around them, to the everyday, to the care they need, to their work and education, and the independence and freedom they value most.
We don't pay shareholder dividends, so any profit we make is 100% invested in supporting disabled mobility.
We believe no one should be left behind so we find innovative solutions to keep our customers moving
We believe we must take the lead, so we engage with partners, authorities and dealerships to drive change for our customers and ensure their voice is heard
We believe everything starts with the customer, so our business model prioritises reinvestment because we care about meeting our customers needs now and in the future
Our leadership team work together to deliver our purpose.
They bring a breadth of experience from the automotive industry, customer services, leasing companies and data companies, across both public and private organisations.
Andrew Miller
Chief Executive Officer
Matthew Hamilton-James
Chief Finance Officer
Lisa Thomas
Chief Marketing Officer
Damian Oton
Chief Commercial Officer
Clare Ickringill
Chief Asset Risk Officer
Ashley Sylvester
Chief Innovation Officer
Sarah Lewis
Chief People Officer
Paul Durkan
Chief Technology Officer
Lisa Witherington
Managing Director, Customer Services
Gavin Thomson
Managing Director Scotland & UK Business Development Director
Gareth Everson
Strategy and Planning Director
Kelly-Jane Botha
General Counsel
Tim Harris
Insurance Director
Julie McManus
Company Secretary
We’ve learnt what good looks like for our 750,000 customers. The vehicle they want, the support they need when they have questions or concerns, and the commitment to find a solution when something goes wrong.
If a vehicle breaks down, our concern is for our customer first and the vehicle second; we get them on their way or the support they need, whatever that looks like.
Find out more about our award winning customer service and how we support customers:
*Ipsos interviewed 600 Motability Scheme customers via telephone between 29th September 2023 – 20th October 2023.
Our customersWe value our relationships with Scheme partners who help us to provide our worry-free lease package.
We also partner with the automotive industry, local authorities, service providers and technology innovators.
These partnerships ensure our customers always have equitable access to a mobility solution that meet their needs.
Learn more about our partners:
Discover our partners
Our fleet is the largest in the UK and growing.
We offer our customers choice and value.
So that our customers can have the latest vehicles and the best prices, and to continue to deliver our sustainable circular business model, we look at our fleet in three critical stages:
The mobility industry has seen radical transformation since the first car for disabled drivers was available in the UK in 1948.
Vehicles have adapted with new technologies and as we progress toward the green transition, more change is required. Our legacy of providing worry-free access to vehicles and support to disabled people since 1978, helps us navigate this change with the needs of our customers in mind. It helps us create new opportunities and experiences tailored to them.
Now, disabled people could exchange their mobility allowance to lease a Motability Scheme vehicle. Participating manufacturers included British Leyland [Rover], Chrysler [Peugeot], Ford and Vauxhall
By 1997, 21 manufacturers were participating in providing vehicles for the Scheme, with a range of models from Citroen, Fiat, Mazda, Nissan, Peugeot, Renault and more, offering our customers real choice.
The Good Condition Payment gave every customer handing back a well-looked-after car with no claims a one-off discretionary payment. This was the first of many ways we invest in our customers and the Scheme.
This allowed customers to have the same worry-free mobility as the Car Scheme. At the time, there were around 8,000 customers. This has now grown to over 20,000 people across the UK.
Since adding our first EV to the Scheme, we’ve increased our offering to provide a wide choice of electric cars. We also offer additional support for customers who choose to get an electric vehicle like covering the installation cost of a home chargepoint.
We expanded our operations to Edinburgh for the high-quality customer experience specialists we need to continue delivering brilliantly for our customers. As customers choose to communicate with us in new ways, having additional people in Edinburgh allows us to meet demand on digital channels.
Sustainability is crucial for us. Our business model is driven by our purpose: to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. Ensuring the Scheme can be sustained for our customers is our top priority.
We are proud to be at the forefront of the UK transition to carbon-free motoring. In 2022 we committed £300m to make EVs more affordable and accessible for our customers. So far, 30,000 customers have an EV and we’ve installed over 20,000 home chargepoints across the UK.
We are proud to be continually recognised for our dedication to keeping our customers moving.
We are equally proud to be recognised for the working environment we provide our people and for partnering with leaders across industries to innovate for our customers.
