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Our customers

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 over 750,000 people across the UK who are enjoying 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. 

A man laughing while a young boy sleeps in the back of the car

Our customers are at the heart of everything we do

Who they are

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) 

2.2 million people in the UK currently receive a qualifying higher-rate mobility allowance that makes them eligible to lease a vehicle with us. 

An older man on a mobility scooter looking and talking to a girl and a woman

9.6/10 average customer scheme satisfaction rating*

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.  

*Ipsos interviewed 600 Motability Scheme customers via telephone between 29th September 2023 – 20th October 2023.


Headlight Community

We've created an engaged group of 6,500 customers who help us to refine our offering and give feedback. 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. 

A smiling woman in a wheelchair with a lunch box, and a schoolgirl following behind her

Through our customer community we have: 

  • Learnt that 46% of customers say they travel more often now they have a Scheme car, this increased to 54% for Wheelchair Accessible Vehicle (WAV) customers and 73% for those who previously relied on public transport
  • Discovered that once customers become aware of the Motability Scheme, a substantial 59% of them submit their applications within just three months
  • Found that customers value dealers that are reliable (97% agreed), easy to contact (95% agreed), provide a warm welcome (93% agreed) and 91% stated that their dealer being disability confident were the most important aspects of the customer service provided by their dealership 
Two women look at a laptop in an open office

Innovating for the future 

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
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