Motability - COVID-19 FAQs
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Motability - COVID-19 FAQs

We are aware that you may be experiencing the effects of COVID-19 (Coronavirus), or have general concerns about the current situation. With the uncertainty that this is creating for many of us, we wanted to reassure you that we will support you where possible to help you remain mobile during this time. 

Below we have answered our current most frequently asked questions – as taken from the Motability website:
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MOT, Servicing and Maintenance


What should I do if my MOT or service is due?


The Government have announced that any MOTs due to expire after Monday 30 March will have an automatic six-month extension. Your local West Way dealership will contact you to book this in nearer the time.


Our showrooms are closed until further notice. If you need emergency assistance for a breakdown recovery or are a key worker with an essential vehicle maintenance need, please call 0121 752 3523.


Orders and Renewals

My lease expires in the next three months, what will happen if I can’t place an application for a new car?


As a valued customer, we know you are going through a time of great uncertainty and worry. Keeping you mobile is our utmost priority. Following the Government’s latest announcement instructing the closure of dealerships, Motability will automatically apply a six-month lease extension to customers who are approaching the end of their lease. There is no need to contact us or Motability, as Motability will automatically extend your lease and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.


I have placed an application, will the handover of my car go ahead?

If you are currently already a customer with a car on the Scheme your lease will automatically be extended for a further six months and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.  


If you are not currently a customer on the Scheme and are waiting for your first car to be delivered, unfortunately this will now be delayed until we are able to open again. We appreciate that this might be difficult for you, however we are not able to hand over any new cars at this time.


I was in the process of choosing my first car on the Scheme but had not yet placed an application, can I still go ahead?

Unfortunately due to the Government advice, we are unable to take applications for a new car at this time. We hope that you are able to stay mobile using your existing method of transport during this time and hope that we can welcome you as a customer later in the year.


I do not want to place a renewal application, how do I hand my car back?

If you plan to leave the Scheme at the end of your lease, contact Motability on 0300 456 4566


What will happen with my Good Condition Bonus?

Motability are planning to pay the Good Condition Bonus on the original lease end date for your car. However, your cheque may take a little longer than it otherwise would.


What will happen with Advance Payments?

If you have already placed an application the price you agreed will be the price you pay when the car is able to be delivered. 


Why can’t I find the latest prices or search for vehicles currently available on the Motability Scheme?


As Motability are unable to accept any orders, the latest prices for the Motability Scheme will not be launched as usual on 1 April 2020.


General & Other


My usual driver is not able to drive me at the moment, can I add a new driver?


Your lease includes insurance for up to three named drivers, these can be family, friends or carers. If you urgently need to add a new driver, please call RSAM on 0300 037 3737. The driver you wish to add will need to be with you when you call, so RSAM can check their details and add them to the insurance straight away.


Are Motability partner services open to help if I need them?


The RAC are on hand to help if you have a breakdown and need emergency help. Please call 0800 73 111 73


The insurance partner RSA Motability are working remotely to help with any urgent insurance queries. Please call 0300 037 3737 


What do I do if the customer unfortunately passes away during this time?


Should a customer die during their lease, a family member should contact Motability as soon as possible. The quickest and easiest way to do this is by filling out the Notification of a customer passing away form, alternatively you can phone Motaibility on 0300 456 4566, who will then advise you of the next steps you need to take.


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 Motability on 0300 456 4566 so they 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 assessments.


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 Motability on 0300 456 4566 so they can apply a lease extension.

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