There is a manager for every area of the country, every dealership has one of these that will make visits, keep in contact with up to date information etc. Just as you would expect them to have/do.
Motability are judged on customer feedback alone. There are going to be problems when you are processing over 200 000 car purchases for a third party every year. That’s just a fact as is that experiences will vary from person to person, dealer to dealer, manufacturer to manufacture. Then throw in a global pandemic for good measure. I’m still astonished that there is food on the supermarket shelves let alone cars being produced and sold.