- This topic has 236 replies, 58 voices, and was last updated 3 days, 17 hours ago by
.
- Topic
Current: MY24 Renault Austral Iconic FHD.
Ordered 5/2/26: Chery Tiggo 8 'Summit' ICEPrevious Motability cars:
2013 Ford Focus estate auto.
2016 Vauxhal Zafira 1.4T SE Auto.
2019 Ford Kuga Vignale 1.5 auto AWD. (Ext lease)
- Replies
Late last year I emailed Andrew Miller as regards lease extension, he did reply and an senior account manager phoned and agreed to meet us half way with a 12 month lease extension subject to the vehicle being less than 21,000 miles when the lease window opens in May 9th 2026.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
So cut European travel completely I don’t want to fund that yet that would upset others. This tit for tat argument is a race to the bottom I sure you’ve seen the old I don’t have kids why should I pay for schools argument. It’s a tired trope doesn’t have to be this way.
No ones saying no cuts or changes BUT this is exactly what we all went loopy at Labour over disability cuts without any impact assessments into how it will affect people. These changes without consultation as a dictate to us from a company with a complete monopoly is the problem.
Give us options 25p per mile is more than any other lease company in the UK from what I’ve seen and that was full maintenance so only thing missing was insurance.
I highly doubt I’m the only one worrying about excess mileage given we have hospital visits for
Diabetes, Coeliac disease, ENT, Neurology, Autism related stuff and more.
Most of those are quarterly and each dept does it own thing. The hospital is 30 miles each way and no we can’t move.
This doesn’t need to be people picking bits off motability they don’t use and pointing at it, it’s not how they work for one and it’s entirely unproductive.
I was done with this thread but I came to publish what my MP has said and he knows us very well as he supported us thru a lot of awful stuff inc several suicide attempts by a family member who the NHS refused to help repeatedly anyway not relevant. I’ll publish it below in its own post if anyone’s actually interested in pushing back
I understand what you are saying in regards to other lease companies but other lease companies do not include everything that Motability does. The difference in values when the cars are sold will also be thousands. I’m one of the ones who do over 10k per year but I still think motability will be competitive unless I decide to go secondhand. I cannot see how motability will change their decision as if they pass the charge onto all drivers then that will not be popular at all. Especially when the majority realise that they are paying more for people like myself.
Well done those who are writing to their MPs and to Motability. Some really good points are being made about the impact of the mileage reduction and the punitive excess mileage charge.
Personally, I don’t think that there’s any point in questioning where the 7,500 miles Pa average comes from, as end of lease mileages are captured for every single car (to work out residual values and if any excess mileage charges are due) so it will be accurate. Based on the mileages that many users have reported on this forum, I’m not in the slightest bit surprised that the average is that low.
As with all big companies, replies from the CEO almost certainly won’t actually be from him. Letters to the CEO will be dealt with by senior customer service advisors who are empowered to reply as if it’s from him. I very much doubt that he’s even shown the letters, although I would hope that he’d get a summary of the number of complaints and the nature of them.
FWIW, I think that there’s a slight chance that the 10,000 miles pa cap may get raised and an even greater chance that the 25p per mile surcharge will be reduced. The online petition has now passed 16,000 signatories, and whilst I think that it’s never going to get to a level where the government will take it seriously, that’s enough for Motability to have to take a hard look at themselves. They simply cannot justify the 25p per mile surcharge, as it is so far out of line with the industry, and I wouldn’t be at all surprised to see that charge reduced. I hope for the sake of all those affected that my hunch is right.
Just been offline for a week or so and only just seeing all this. Wow. I am sad that it was family bereavement, that allowed me to be able to jump ship into my own vehicle. But as i am at 6 months of ownership and 9000 miles The new terms would have realy hit me on next lease. Living in the borders my Hospital round trip is over 150 miles . Appointment often twice per week so 1200 miles a month. Thats before i even consider having a personal life getting food etc.
Cars On Motability
2009 Citroen C4 Grand Picasso
2012 Vauxhall Antara
2013 Skoda Superb Estate
2016 Seat Alhambra
2020 Seat Tarraco
2021 Ford Kuga
2024 Nissan X-Trail left in Sep 25I have just sent an email to Andrew Miller as regard Drive Smart will it eventually be added to all Mobility leases ?
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
An interesting fb post, posted across the usual Motability related fb groups by a Motability dealership sales manager who frequently has special offers on Motability scheme vehicles. This was posted today 31st March 26.
Obviously details of this scheme are not known as yet, but it does suggest dealers may be starting to be pro-active in trying to ‘Hoover up’ disenfranchised or disillusioned former Motability scheme customers by designing some sort of scheme for such. Hopefully more dealerships will do likewwise for this potentially untapped market:
N.B I have no connection whatsoever to this dealership other than have posted up their frequent Motability Scheme offers in the usual thread.
I spent yesterday in hospital after having my ICD box changed and decided to use AI to see what dealers in NI will except benefits as proof of income and it stated most would in particular PIP. I’m not taking that as fact tbh, but the plan was to phone around a few today but the painkillers are wearing off so I’m just gonna sit and grumble lol.
But it would be great if dealers start something as long as they don’t rip folk off with high interest charges due to them being so limited with finance problems.
An interesting fb post, posted across the usual Motability related fb groups by a Motability dealership sales manager who frequently has special offers on Motability scheme vehicles. This was posted today 31st March 26. Obviously details of this scheme are not known as yet, but it does suggest dealers may be starting to be pro-active in trying to ‘Hoover up’ disenfranchised or disillusioned former Motability scheme customers by designing some sort of scheme for such. Hopefully more dealerships will do likewwise for this potentially untapped market:
I can see this becoming popular with dealer groups and no reason why they shouldn’t beable to offer various deals.
Hi all
Not posted for a very long time so hello.
Not intended to panic anyone with everything that’s going on just now but last week I checked my lease contract start and end dates as I knew I was probably eligible to start a new application in June 26. I was correct, early June with a hand back of early Sept 26.
The meds I’m on mean I have some very hazy days and struggle to remember things sometimes. So, I just checked again and was very concerned to see that my details had changed and it now reads that my application window in now early July and hand back early Oct 26. When I click on ‘view your current lease’, the correct start and hand back dates are shown June-Sept so no idea what’s going on there
As we all probably know, the DWP do not play fair and I’m hoping they haven’t been working closer with Motability and have started resorting to dirty tricks already.
Maybe it’s something easily explained and that some on here have encountered and can squash any worries to any of us.
All the best to those that will be leaving the scheme, it’s a no brainer for many and to those that will stay on because it’s a no brainer for them to stay on.
Regards
Hi all Not posted for a very long time so hello. Not intended to panic anyone with everything that’s going on just now but last week I checked my lease contract start and end dates as I knew I was probably eligible to start a new application in June 26. I was correct, early June with a hand back of early Sept 26. The meds I’m on mean I have some very hazy days and struggle to remember things sometimes. So, I just checked again and was very concerned to see that my details had changed and it now reads that my application window in now early July and hand back early Oct 26. When I click on ‘view your current lease’, the correct start and hand back dates are shown June-Sept so no idea what’s going on there As we all probably know, the DWP do not play fair and I’m hoping they haven’t been working closer with Motability and have started resorting to dirty tricks already. Maybe it’s something easily explained and that some on here have encountered and can squash any worries to any of us. All the best to those that will be leaving the scheme, it’s a no brainer for many and to those that will stay on because it’s a no brainer for them to stay on. Regards
I would take a sscreenshot of your online account and ring Motability asking why your order window has changed from June to July and your current lease ends early September not October.
My application window has changed from 3rd Feb to 3rd March in my MB account even though I’ve already placed an order on 5th Feb.
I am expecting an email from Andrews Millers team today, I ask is Drive Smart eventually going to be introduced to all mobility leases. In our area it’s dodge the pothole, some off are very deep and very dangerous, as other drivers we are all swerving around the potholes, for us the drive smart will be a deal breaker.
All modern vehicle have a built in black box recording all the vehicle which the authorities can download, especially in the event of an accident. So why do we need another black box.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
I sent the letter I wrote to my MP and copied in Andrew Miller. I received the typical response from one of Miller’s cronies, but they passed my message onto a motability senior accounts manager who has asked for further security details so he can address my concerns.
Thank you Kezo for the reply. I did as you said but have been unwell so haven’t done anything about it.
It appears to have reverted back to the correct details. I’ve had to look at it and the screenshot numerous times as I thought it was just me, the meds etc. But no, it did change for a few weeks and I have no idea why, very strange.
Thank you Kezo for the reply. I did as you said but have been unwell so haven’t done anything about it. It appears to have reverted back to the correct details. I’ve had to look at it and the screenshot numerous times as I thought it was just me, the meds etc. But no, it did change for a few weeks and I have no idea why, very strange.
Hope your feeling better 🙂
Thank you Kezo for the reply. I did as you said but have been unwell so haven’t done anything about it. It appears to have reverted back to the correct details. I’ve had to look at it and the screenshot numerous times as I thought it was just me, the meds etc. But no, it did change for a few weeks and I have no idea why, very strange.
Hope your feeling better
Thank you
I’ve received a reply from the senior accounts manager at motability. This is what he said
“Thank you for your email regarding the changes being introduced to the Motability Scheme, including the mileage allowance and excess mileage charges.
I recognise how important your Motability vehicle is as an essential mobility aid, particularly where you rely on it for medical appointments, work and day-to-day independence, and where accessible public transport is limited.
The mileage and excess mileage changes you reference apply to new vehicle applications/orders placed on or after 1 July 2026. Existing leases are not changing right now and customers keep the terms of their current agreement.
Following a comprehensive review of the Scheme, the standard included mileage for new leases from 1 July 2026 will be 10,000 miles per year (30,000 miles over a three-year lease; 50,000 miles over a five-year lease). This change has been made to better reflect typical usage across the Scheme overall and to help manage overall vehicle and maintenance costs, supporting long-term sustainability. These policies are designed to ensure the Scheme remains fair, consistent and sustainable for all customers.
Where a customer exceeds the included mileage allowance, excess mileage is charged at the end of the lease at the rate set out in the agreement. For new orders placed on or after 1 July 2026, this is 25p per mile including standard-rate VAT (or 21p per mile where VAT concessions apply).
You have said that 10,000 miles per year will not meet the needs of people who must travel further for essential journeys, including those living in rural areas. I acknowledge that this will feel more challenging for some customers. However, the mileage allowance must be applied consistently across the Scheme to ensure fairness for all customers.
We also recognise that some journeys, such as frequent medical appointments or work-related travel, can be essential. In recognition of this, we will be introducing an exceptions process for very limited situations, and we will share an update before 1 July 2026.
You also raised concerns about affordability and the wider impact on disabled people, including those who may not be able to access private finance. The changes have been introduced in response to UK Government tax changes and wider cost pressures, with the aim of protecting what customers value most in the core all-inclusive package (including insurance for up to three drivers, servicing and maintenance, breakdown cover and support) and keeping the Scheme sustainable long term.
You said these measures were brought in without consultation. We have engaged with customers through surveys, interviews and focus groups to understand how the Scheme’s package can evolve in response to the cost and tax changes, and these changes were informed by this feedback.
I also note your comments about wider public and political debate. My role is to respond to what the confirmed Scheme changes are, when they apply, and how they work in practice for customers.
I am genuinely sorry that these updates have caused concern and left you feeling that your independence and quality of life may be affected. This is not the intention of the Scheme, which is designed to support mobility, freedom, and inclusion. Please be assured that your feedback is important to us, and I will ensure your comments are shared internally.
Thank you again for your kind words about the Scheme and for your continued loyalty—it is truly appreciated.
I hope this helps clarify our position. If you have any new information that I have not considered, please contact me so I can review it.
You may refer your complaint to the Financial Ombudsman Service, free of charge, within six months of the date of this email.
If you do not refer your complaint in time, the Ombudsman may only be able to consider it in limited circumstances.”
Interesting reply @Joe
This part was the most significant, I thought
We also recognise that some journeys, such as frequent medical appointments or work-related travel, can be essential. In recognition of this, we will be introducing an exceptions process for very limited situations, and we will share an update before 1 July 2026.
So this will be my reply to Motability. I will be interested to see their response
Thanks for your reply.
I appreciate that because of the government mandates, savings are going to be needed to be made to the scheme to continue its viability.
I still have some questions.
What measures have the board taken to reduce expenditure? For example, will the CEO be taking a pay cut to his reported £924000 annual salary?
How does motability justify paying this amount of salary when they are saying that they are going to have to make cuts that will severely affect many of their customers?
What are motability doing to highlight to the government the amount of hardship their intended introduction of VAT to APs and insurance tax will cause to many of their customers?
What savings will be made by cutting the mileage allowance by 50% and increasing the excess charge for exceeding this amount by 100%?
Motability says that 75% of customers travel no more than 7500 miles per year. Yet the figures state that there are 860000 customers, so that means that there are 215000 customers who do more than this mileage.
You say that surveys were sent out, yet I never received any questionairres reguargding the changes and going by the motability forum I am part of, many others did not receive a questionnaire either.
I see that Drive Smart will be a requirement for all new customers and drivers under the age of 30. Are there any plans to eventually introduce DriveSmart to all Motability customers, including those who already have a lease?
The excess mileage charge is actually increasing by 500%, not 100%
I completely understand why everyone focusses on the CEOs remuneration, and I agree that it’s excessive for a monopoly, but just as valid a challenge to me is the excessive remuneration of all levels of staff in relation to comparable roles elsewhere. It is quite common for even junior staff to receive Christmas bonuses of £2,000 to £4,000 every year, on top of their gold plated pay and benefits package, and as they have around 2,000 staff this adds up to many millions of pounds that we are paying for.
I haven’t been here since I previously posted as I just can’t right now. I’ve just had Christmas waiting to find out if I had cancer or not from a lump in my neck (it’s not but I need surgery), then in Nov I had a crippling headache for 3 days then when I got up I fell as right side of my body didn’t work and even now fine control esp my right hand is gone, plus pins and needles all the time with random lightning bolts up my arm and my right side of head can’t be touched by anyone or pain and A&E said not a stroke but dunno go see your GP, GP did standard referral 37 week wait for appointment letter for Neurology then same again for MRI. Oh and latest thing is now cyclial vomiting syndrome (except its not as adults dont suddenly get it) so I spend a week turning myself inside out then 2 weeks then repeat no one knows why and in between I have no appetite and i’ve lost 10kg since January not a big deal if I was trying to lose weight but…
Anyway not trying to elicit sympathy we all suffer or have family who suffer, the point is to highlight how adding this onto people’s backs is not only heartless, a betrayal utimately, there’s no proof they need to do this as they’ve not published any, choice went down and prices up this quarter after they said they’re making changes to bring them down and that was waaaaay before this announcement so why fewer cars at least EVs if not the total and increases again. I lso want to see the calculations that the gov changes specifically did this or are they using that as “cover” to totally revamp everything.
Don’t also forget the excess increases from last Oct for those signing new contracts glass up to £100 and incident claims £250. Those increases, higher APs again and now these changes say to me Motability has been scheming this for a long time and these gov changes was the perfect cover to get away with it. I’m not saying changes aren’t justified but this isn’t changes this is sweeping reform it’s almost every aspect of the scheme touched in some way. Until someone else sees otherwise i’m calling this them maximising their return from us and the cars, they still have £1.3 billion cash reserves and £3.9 billion invested, just a straight up no loss investment on that £3.9bn is around £200m a year return too.
Then this Motability stuff happened, that’s honestly the only thing that’s really kept me going having a reliable car that’s as close to free to run as it gets, got a huge chunk of my life back with an EV in 2020.
Yeah I get maybe there will be enough push back, maybe enough bad press aimed at Barclays, Lloyds, Natwest and HSBC along with MPs etc fighting maybe something will change. Perhaps it’s an opening gambit from Motability no push back they win, get enough push back they can “negotiate” and look like the good guys – call me cynical
Until then i’ll keep feeling sorry for myself, have a good cry in private and continue as usual as I just honestly couldn’t feel much more sad and gutted from the past year or so until today
The one thing that has cheered me up is seeing the push back from everyone here who has written to MPs and CEO etc and for everyone who has thank you and well done!
@Rich44 I know you’re not seeking sympathy but man that sucks. I hope you get through all this quickly. Depending upon where the lump is, could that and the neurological symptoms be related?
I’d forgotten about the insurance increases. That just adds to the sucks that this scheme seems to be dragging its way towards.
I'm Autistic, if I say something you find offensive, please let me know, I can guarantee it was unintentional.
I'll try to give my honest opinion but am always open to learning.Mark
- You must be logged in to reply to this topic.