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There are many questions members have about the motability scheme such as :-
Can I extend my lease?
Can I change my car before my contract is up and if so will it cost me anything?
How much is the GCB and will I get it if I have a few scratches?
What happens if I lose PIP?
If you have any questions about motability, then this is the place to come. We have many knowledgeable members only to willing to give advice. Many of our members have been on the scheme for decades and know virtually everything there is to know about the scheme.
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I suffered a similar issue with my Hyundai Ioniq 5. Severe vibration from the tyres due to inserts and no heating and air conditioning. All from day one of driving it out of the showroom. It took 19 weeks before Motability woke up and responded to the tyres. I wrote to my MP who acted as a witness to the duration of the account and eventually the Ombudsman who insisted the complaint had to be recorded for at least 8 weeks. The ombudsman forced Motability to fix it or give a full refund. Motability replaced the tyres because Hyundai do not warranty tyre despite them being faulty from day one and the dealer confirmed it. I decided to keep the car provided the heating and air conditioning was fixed immediately, which it wasn’t. The dealer made every excuse about being witness to the fault before it could be officially recognised. Not easy when they are 20 miles from home. Almost 10 months into the contract and we eventually proved to the dealer the fault existed so it was booked in. Like you we found the car almost impossible to drive. A month later the dealer took the car in and we didn’t see it for a further 4 months. All this time we are still losing our mobility allowance. Finally the ombudsman convinced Motability the car was unfit so ordered a full refund minus the monthly rental for a year because even though the car was unusable for journeys we could use it locally.
My ears on for posting this is it’s not our first complaint. Two previous cars suffered severe faults making the car undriveable. One was exactly the same issue as yours. The forward sensor activated the emergency brakes. I discovered that by changing the cruise control safe distance range it was at one particular setting that caused it. The other vehicle was the cruise activated the brakes when the map changed the speed limit. Not the road signs as quoted. At 70 mph on the motorway I’d pass an area such as under a bridge and the mapping would suddenly indicate a lower speed and the brakes applied. Despite vehicles almost crashing into the back of us Motability used the same pretext.
They refused to consider the car unsafe despite three dealers confirming the faults were real and the manufacturer being unable or unwilling to remedy it.
I too was faced with a £250 fine and threats of being taken off the scheme if I returned the vehicle.Motability has changed over the past twenty years and while I try my best to support them their policies are not entirely about caring for the safety of their clients.
My advice is to ensure you have the backing of your MP as witness to the fear and losses you are encountering. Remember, Motability whilst being a very good and charitable organisation doesn’t always understand the dangers “you” perceive because they are under pressure from those “above”.
If the car is dangerous then demand the dealer takes it back but don’t accept a loan car and if necessary dump it on their forecourt. Don’t take it home because they’ll consider your still have access to it. You chose your car for a reason and it’s doubtful a loan car will meet your expectations but if you take one they won’t refund you and Motability will assert they’ve met their obligations . After eight weeks insist on taking it to the ombudsman especially if they haven’t fixed the car.
Motability have a get out clause if they show they’ve looked after you and you will be waiting like me for over a year whilst still paying.
Dealers sometimes cannot fix these problems for month if not ever. Until you can prove there is little hope the ombudsman will insist the dealer has the opportunity to fix. Once a reasonable period such as 2 months has passed the ombudsman will reach the decision that the vehicle isn’t of merchantable value or fit for the purpose so will authorise a full refund without you losing any of your rights.
whilst this may appear a long drawn out process it could happen within 12 weeks of your first complaint so long as you make certain the Ombudsman is notified as soon as possible. However the ombudsman needs evidence of the date you registered your complaint and Motability don’t always help you with that which is why your MP is important as an independent witness.
sorry for the long story but until manufacturers stop using us for testing and laws improve to protect customers it’s the only way.
hi we are thinking of getting an fully electric suv, we currently have a ford galaxy fitted with a hoist for my mobility plus chair. This car is not made any more so a smaller car is wanted. It seems you cant just ring the hoist firms to find out which cars can have a hoist fitted. we fell in love with a volvo c40 but now found out a hoist can not be fitted, any one here know a part from the van type ones that can have one fitted.
Hi @LenaT
Contact a Motability approved adaption installer and they will answer this for you.
It’s rare for a car not to be able to have a hoist fitted, well one that lifts less than an 80Kg but if lifting something more than 150Kg it might be a problem. I’m only talking about experience using a hoist in a ICE car but EV’s should not be any different.
Don’t bother contacting the manufacturers as I too find their websites confusing to say the least but find an installer near you and give them a call, there very helpful.
https://www.motability.co.uk/whats-available/adaptations/adaptations-installer/
sadly not our local one says no to the ev version , he has fitted them to diesel and petrol xc40, there are very few hoist manufactures now they all belong to the same group Mobility in motion. Auto chair are willing to have a look middle of Feb but sadly we will probably loose the car we want but if they say they can fit one I’m sure there will other Volvos come up second hand .I do wish it is easier to find out the ev cars that can be fitted with hoist
Many on here have hoists fitted to their EV’s, my mum has a Smart Lifter LM series fitted to her Kona electric. Elap V40x is another similar hoist.
anyone know current delivery times for the santa fe’s
three months if not available from stock.
That’s brilliant cheers just waiting to hear from the charity funding if they can help at all with adaptions case is slightly complicated due to access issues and some documentation they needed I can’t easily obtain so that may be took off consideration within the application but part of the ET was next car had to be 7 seats so heres hoping they can help and I can hopefully make up the rest as it’s the most practical for my needs
Is it that bad
Spoken to them today they needed more information about car usage alone the damage I have and why I need what I need from a car plus situation with children but ovbs that’s complicated as I explained to them so I may not be able to get them that specific paperwork but can get them everything else problem free
Should hopefully hear in the next few days what if anything they will approve
I have worked out financially it’s affordable but within the 2 – 3 months it’s not saveable I’d need around 6 or 7 to have it saved myself
First I’ve ever went down that route as it was the salesman who had made me aware of it due to the nature of the AP
Fingers crossed for some help 🙏
Is it that bad Spoken to them today they needed more information about car usage alone the damage I have and why I need what I need from a car plus situation with children but ovbs that’s complicated as I explained to them so I may not be able to get them that specific paperwork but can get them everything else problem free Should hopefully hear in the next few days what if anything they will approve I have worked out financially it’s affordable but within the 2 – 3 months it’s not saveable I’d need around 6 or 7 to have it saved myself First I’ve ever went down that route as it was the salesman who had made me aware of it due to the nature of the AP Fingers crossed for some help
Perhaps one of the biggest problem you will encounter with grants, is there are considerably cheaper 7 seater vehicles on the scheme, compared to the Santa FE, which is one of most expensive 7 seater available. e.g –
Citreon C3 Aircross £999
Nissan X Trail e-power £2999
VW Tiguan Allspace £2999
Peugeot 5008 £3499
Skoda Kodiaq £4299
Unfortunately, while you may decide an electric car is unsuitable, the grants team require a lot of convincing.
I haven’t seen the c3
I have 4 caveats set down by motability themselves
1.test drive
2.7 seater
3.space for myself and seating
4.boot space for kids and practicality
I have looked at the xtrail and tested it I think it was the nconnecta I enquired about
Within the research I’ve done alongside the issues I have and requirements I need from a car
Electric tailgate
Heated seats
Decent lumbar support
The most practical is the santa fe and I understand it’s ap however the xtrail is considerable as it meets around 80% of what i would need (not want)
Just for context i have low mobility in left arm makes normal boots a pain if im myself which i can be on average 4 days per week
I have spinal damage at the l5s1 vertebrae and spinal bulges up and down the spine
The heated seats are a god send with decent lumbar support I test drove one of the electric cars for comparison that came with none of these features and safe to say it truly was not a comfortable drive but I wanted to the know the experience and practicality or lack there of for those cars
I have been advised of the grand tourney connect aswell but dealerships have stated a 1-2 year build time
I haven’t looked at anything vw but may enquire for those and look at a test drive aswell to best way up what meets my needs and discuss with the case manager when they next call
Probably only gripe i have with the website spec lists aren’t on the motab site you have to go view and 9/10 times the trim level u want to view is never available
I will update with my experience I just hope it’s as positive as it can be and will deffo look into some of the cars suggested
Unfortunately, while you may decide an electric car is unsuitable, the grants team require a lot of convincing.
I’ve put foward the best application I can think it can copy and paste what I had typed up and add it too here once I find the app pdf
Suppose it’s a waiting game and see what happens
This was what I had noted within my application so I hope it’s as detailed as what they would look for
I am applying for a Motability grant to secure a vehicle with specific features that accommodate my limited shoulder movement and spinal damage, both of which have been medically documented. These conditions significantly impact my ability to drive comfortably and safely without adaptations. The requested features—heated seats, an electric tailgate, and adequate lumbar support—are essential for managing my condition, rather than being optional or luxury additions.
1. Heated Seats – Essential for Pain Management and Mobility
Due to the nature of my spinal damage, I experience chronic pain, muscle stiffness, and reduced flexibility, especially in colder temperatures. Exposure to cold can cause muscles around the spine to tense up, increasing pain and restricting movement. Heated seats are not merely a comfort feature but a necessary therapeutic aid, helping to:
Reduce muscle stiffness that could otherwise impair my ability to drive.
Improve circulation, which is crucial for preventing exacerbation of my condition.
Provide pain relief, ensuring that I can complete necessary journeys without severe discomfort or requiring frequent stops.
Without heated seats, I would struggle with prolonged sitting in the car, leading to increased pain and reduced mobility both during and after travel.
2. Electric Tailgate – Essential for Accessibility and Safety
My shoulder movement is significantly restricted, making it difficult—if not impossible—to lift or manually operate a standard tailgate. An electric tailgate is essential because:
It allows independent and safe access to the boot without requiring excessive shoulder movement.
Avoids the risk of further injury or strain that could occur from reaching, pulling, or lifting.
Provides a long-term solution to accommodate my condition, which is not expected to improve.
Without an electric tailgate, I would have no safe or practical way to access or store necessary items, making travel unnecessarily difficult and putting further strain on my upper body.
3. Lumbar Support – Essential for Spinal Health and Posture
Due to my spinal condition, proper seating support is crucial for maintaining safe posture and preventing pain while driving. Standard car seats do not provide adequate support for my needs, leading to:
Increased lower back pain from poor spinal alignment.
Fatigue and discomfort, making longer drives unsafe.
Increased stiffness post-travel, affecting my daily mobility.
A vehicle with adjustable lumbar support ensures that I can:
Maintain a neutral spine position, reducing pain and discomfort.
Drive safely without excessive strain, preventing long-term aggravation of my condition.
Remain mobile and functional after car journeys, rather than needing prolonged recovery time due to pain.
Why This Funding is Essential
Without these features, my ability to drive and remain independent would be significantly impacted. These adaptations are necessary to prevent further pain, strain, and mobility limitations. The funding support for a vehicle with these features would:
Enable me to travel safely and comfortably without exacerbating my condition.
Ensure I can continue necessary medical appointments, daily tasks, and social activities without undue hardship.
Prevent long-term deterioration of my condition due to improper seating, excessive strain, or lack of accessibility.
Given my documented medical conditions, these adaptations are not a preference but a requirement for my ability to drive safely and maintain an essential level of independence. I appreciate your consideration of my application.
Additional Note – Need for a 7-Seater Vehicle
In addition to my medical needs, I require a 7-seater vehicle due to my ongoing access to my other children for a few days per week. This makes a larger vehicle essential, as smaller non-AP (Advance Payment) cars do not provide the necessary seating or boot space to accommodate them safely and comfortably.
A standard small car lacks:
Adequate seating to transport my children along with any necessary equipment.
Sufficient boot space to store essential items such as mobility aids, pushchairs, or luggage for travel.
A 7-seater vehicle ensures I can fulfill my parental responsibilities without struggling with impractical or unsuitable transport options. The added space is a necessity rather than a luxury, allowing me to maintain consistent and safe access to my children.
The Peugeot 5008 GT hybrid £3499 has heated seats, steering wheel & lumbar support, as I does the X Trail N Connecta £3999.
The Santa FE is a plug in and unless can charge at home and you stick within the 30-34 mile electric range for 90% of your journeys, fuel economy will be poor compared to the Peugeot & Nissan (I have the Tucson plug in)
The Peugeot 5008 GT hybrid £3499 has heated seats, steering wheel & lumbar support, as I does the X Trail N Connecta £3999. The Santa FE is a plug in and unless can charge at home and you stick within the 30-34 mile electric range for 90% of your journeys, fuel economy will be poor compared to the Peugeot & Nissan (I have the Tucson plug in)
Haven’t looked at the 5008 will give that a look tonight and if suitable look at the test drive aspect thanks again the help heres been invaluable as the motability site is just a pain to navigate when looking for specific specs with cars
I’m pretty sure Grants will only take into consideration under 18’s that live with you. I would advise you ask this question prior to limiting your search to 7 seaters.
I’m pretty sure Grants will only take into consideration under 18’s that live with you. I would advise you ask this question prior to limiting your search to 7 seaters.
I will double check that but Unfortunately motability during the early termination will only allow a new application that is a 7 seater so I’m kind of stuck there it may be as u said they can offer no help due to this i will need to wait and see but will double check if that’s s limitive factor or not
Been as open and as honest as I could be with that application if they cannot assist then no harm has been done but hopefully from speaking to the guy today he’s hopefully for an answer around Friday so fingers crossed but deffo looking into thr suggestions you guys have sent in it really has helped give me more options
Follow up from yday due to legal issues surrounding part of the application that I’m unable to obtain certain paperwork for the application falls back to a 5 seater and because that’s what I’m early terminating they can’t offer any funding
Wouldn’t say it was a horrible experience just a deflating outcome as legally my hands are tied with trying to obtain paperwork they need certain legal issues and gdpr would prevent me and I did explain that
Sadly very deflated by this now have to self fund but that presents issues based on AP vs delivery times
Is what it is I suppose
Sorry to hear that!
You are entitled to put a compaint in if you disagree with the decision. At the same time have a look at some of the cheaper options suggested previous.
Whilst it was deflating to have that as the outcome in understand they need an audit trail but when I’m legally unable to obtain the paperwork and my hands are tied just disheartening
And as discussed even i were able to obtain 3 out of 4 paperwork parts the 4th would probably have been unachievable and would have meant it resorted back to a 5 seater application
Understand the audit and admin side of it but gutted common sense cannot get applied to it
Wonder what their doing with the 400 million they got a few years ago when its this hard and overly complicated to obtain real financial funding
I have looked at the 5008 gt as it covers all I need from a car and if I can self fund that is the probable choice but it depends alas on lead delivery times
@Glasgow_lad Without wishing to appear insensitive, whilst I understand your frustration, I think it’s good that Motability apply quite a bit of due diligence when it comes to deciding who to give grants to.
The majority of us have to fund our APs in full and, by default, some of the APs we pay helps to subsidise those with genuine need. It’s only right, therefore, that there’s a very robust process in place and that people with a genuine need for grants should be restricted to what they ‘need’.
You are now saying that you are considering self funding a 5008 GT, which has an AP range starting at £3.5k. There are plenty of people who would not qualify for grants, or who wouldn’t even consider applying for one, who would not be able to put their hands on that sort of money.
I confess that I don’t have any detailed knowledge of the criteria for grants, having never applied for one, but Motability might reasonably say that if you can afford the AP of a car that ‘covers all you need’ then you wouldn’t qualify for a grant anyway?
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