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We put our customers at the heart of everything we do. We understand who our customers are, their needs, and we provide smart, sustainable solutions to keep them moving.
We currently have 860,000 people across the UK who are benefiting from the everyday freedom and independence that the Motability Scheme enables. Our customers choose to spend their mobility allowance to find a solution that fits their needs from a range of cars, Wheelchair Accessible Vehicles (WAV), scooters and powered wheelchairs.
The Motability Scheme helps disabled people across the UK access affordable, suitable, and worry-free personal transport - keeping them connected to work, healthcare, education, and wider society.
To be eligible to join the Motability Scheme, a person must be in receipt of the higher rate mobility allowance. Qualifying allowances include:
Higher rate mobility part of Personal Independence Payment (PIP)
Higher rate mobility part of Disability Living Allowance (DLA)
Enhanced rate mobility part of Adult Disability Payment (Scotland)
Higher rate mobility component of Child Disability Payment (Scotland)
War Pensioners’ Mobility Supplement (WPMS)
Armed Forces Independence Payment (AFIP)
For many, the Scheme provides a vital lifeline. While the average UK household income is around £36,700, the median income for a typical Motability Scheme customer household is around £18,400 - half the national average.
Our data also shows that around 30% of customers would be unable to secure vehicle cover at an affordable price elsewhere, meaning they could lose access to mobility altogether.
Our customers’ experiences show the real difference the Scheme makes in everyday life - helping people stay mobile, independent, and part of their communities.
Vanessa from Derby has been on the Scheme for 25 years. She has adaptations to her Scheme vehicle, including hand controls, and has used her car to travel for her work as a teacher.
John from Lincolnshire found his Scheme vehicle to be lifechanging after medically retiring from the armed forces after 24 years.
Imali from Dorset has been on the Scheme since she was a child. Her husband and carer drive for her, including getting her to client meetings.
Exceptional customer service
We understand that everything starts with the customer. That’s why providing excellent customer service is integral to who we are. Our award-winning customer experience team is empowered to make decisions that deliver the best outcome for our customers.
*Technical note: Ipsos interviewed 5572 Motability Scheme Car customers online between 27 February 2025 - 20 March 2025. Data has been weighted to the profile of Motability Scheme car fleet customers.
We've created an engaged group of 6,000 customers who provide us with valuable feedback on their experience of the Motability Scheme, including EV drivers. Through our market research online community, they give us experience-based information, real-world opinions and help us shape our products and services to be exactly what our customers need.
To meet our customers' accessibility needs in the future, we need to innovate now. Whether this means introducing new and exciting technologies, or ensuring the transition to electric vehicles doesn't leave anyone behind, we're investing in evolving our offering to customers.
See how we're innovating