This may be something or nothing but regards to e-mailing the dealer do you use the published contact email address on the dealers web sites or the one that’s on your Motability accounts page.
I say this because I’ve always used general email address that countless others used and never get reply.
About 2 months ago I thought I would try the one listed in my Motability account under supplying dealer as its not a published address and low and behold they replied the next day. Don’t know if the Motability one is a direct contact with the Motability specialistic at the dealership but it seemed to work.
Could of just been lucky and might not work again as I haven’t tried but worth a go.