About a week ago I sent an email to mobility asking a few questions regarding who represents us, the end user of the scheme. I spent a fair bit of time reading up on the management and governance of the the charity and mobility. No where could I find any reference to representation of the scheme users. As of yet, I have had no reply to my email.
Just landed in my inbox. The reply!
Dear Mr Maxwell,
Thank you for completing our website feedback form on 31 October.
Motability (the Charity) oversees the Motability Scheme to ensure that it provides access to a wide choice of mobility solutions to disabled people that meet their needs, and that it provides excellent service and value for money. In order to effectively carry out their role, the Board of Governors, who are Trustees of the Charity, are made up of individuals with various expertise and specialist knowledge across a wide range of areas related to charity and the Scheme, and includes Scheme users.
In addition to this, both Motability and Motability Operations seek and welcome customer feedback through a variety of sources. This includes the customer helpline, online feedback forms, website surveys, focus groups, Customer Satisfaction Index (CSI) survey calls and consultations. Feedback is reviewed and escalated where needed in order to ensure the Scheme continues to provide the best possible customer service. The Scheme also works with the Joint Committee on Mobility for Disabled People and a range of individuals and disability groups to raise awareness of the Motability Scheme, inform policy and to address any potential Scheme related issues faced by their members.
If the members of the Which Mobility Car forum have feedback or specific Scheme related issues, I would encourage them to contact us through one of the available routes to bring such matters to our attention.
Kind regards,
Gail Rossiter
Communications
Motability
Warwick House
Roydon Road
Harlow
Essex CM19 5PX
Joss
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