Accessible Vehicles and Equipment Scheme evaluation - devolved disability benefits: research

Executive summary

Introduction

In May 2023, the Scottish Government commissioned The Lines Between (TLB) to carry out research to inform a policy impact evaluation of the Accessible Vehicles and Equipment (AVE) Scheme in delivering the disability benefits devolved from the Department for Work and Pensions (DWP) to Social Security Scotland.

The AVE Scheme is administered by Social Security Scotland and is available to Adult Disability Payment (ADP) and Child Disabiltiy Payment (CDP) recipients receiving the higher or enhanced rate mobility component. Motability Operations is an accredited provider under the Scheme. References to ‘the pre-AVE Scheme’ describe the scheme available to people who receive DWP disability benefits, which is operated exclusively by Motability Operations. The research considered the experiences and views of Scheme members and people eligible for the Scheme who are not currently using it, as well as providers and dealers involved in supplying vehicles and equipment.

Providers’ experiences

Interviewees praised the Scottish Government team for its support during the provider accreditation process; some described the application as straightforward overall. Others, however, found it less clear and suggested potential improvements. These included providing more information about the Scheme, such as the number of people involved and volume of equipment required, to help potential providers forecast and plan capacity. Another called for simplified terminology, particularly around data security, and one said they did not receive feedback on their application.

Overall, organisations’ perceptions of the process were influenced by their experience and capacity – those with resources and personnel with experience in similar applications found it easier, and the smaller operators without that background found it more challenging.

Factors which deterred potential applicants centred on concerns about the commercial viability of the Scheme, and their capacity to meet the required volume and terms. A few worried about their ability to compete with such a large and well-established organisation as Motability Operations.

There were mixed views among members and dealers about accrediting more providers. Potential benefits include enhanced choice and flexibility for members, but drawbacks could include over-complicating the Scheme.

Dealers’ experiences

Dealers gave favourable feedback about their experience of supporting clients to access vehicles and equipment through Motability. They described the process as straightforward, valued not having to negotiate with clients over price or part-exchange, and appreciated the discounts Motability can access from manufacturers.

Commercial advantages also exist for dealers: interviewees said the Scheme helps them access clients who might not otherwise be able to afford the vehicle or equipment.

Dealers were unable to comment on any differences between the AVE and pre-AVE Schemes because they said the processes and systems are the same for clients and dealers regardless of which Scheme the client is accessing. They were not aware of any differences between the two Schemes.

Awareness and understanding of the Scheme among CDP and ADP clients

Survey responses indicate that recognition of the AVE Scheme is low among non-members. However, qualitative responses suggest that awareness of Motability and of the option to lease a vehicle or equipment using disability benefits is likely higher than the survey responses suggest.

Interviewees displayed a reasonable understanding of the Scheme, but there were some misunderstandings and misconceptions about, for example, who can access the Scheme and what types of vehicles and equipment are available.

Overall, our findings indicate scope to raise awareness of the Scheme, who is eligible for it, what it includes and how to access it.

Suggestions for enhancing awareness of the Scheme include communication from Social Security Scotland, online information, television advertising and disseminating information to potential members via professionals who work with disabled people.

Members’ experiences of the Scheme

Overall, members described positive experiences with the AVE Scheme. The ability to access vehicles and equipment they might otherwise be unable to afford was the most common reason for using the Scheme. Support with road tax, insurance, servicing, repairs and breakdown cover is another positive aspect of the Scheme.

Members’ feedback about experiences with dealers was largely positive, but some described poor service or other concerns. Those who had transferred to Social Security Scotland benefits from DWP experienced a seamless transfer with no disruption or challenges for their lease. Generally, members could not comment on the differences between the AVE and pre-AVE Schemes. However, there were positive comments about the Scheme and praise for Social Security Scotland’s approach more generally.

Mixed views about the range of vehicles and equipment on offer were evident. Some members made an advance payment to access the vehicle they wanted or needed, but this restricted the options available for a few members. A small number said their choice of vehicle was influenced by the speed of availability; some options had long lead times due to global supply chain challenges.

Overall, members felt the Scheme offers value for money and demonstrates dignity, fairness and respect.

Impact of the Scheme

Outcomes for members included the ability to afford a vehicle or equipment that meets their needs more effectively than alternatives they could access without the Scheme. As a result, members reported enhanced independence and mobility, and improved wellbeing and quality of life.

Accessing a vehicle or equipment through the Scheme improves members’ abilities to make journeys, and this has many small positive impacts each day, which, overall, can make life less challenging and more fulfilling. Members highlighted that the Scheme had enabled them to undertake journeys that would otherwise be difficult or impossible, including essential everyday journeys such as getting to work, school and medical appointments. The Scheme also gives members greater freedom to pursue activities that are beneficial for wellbeing and quality of life, such as holidays, day trips and hobbies.

Reasons for not using the Scheme

Lack of awareness was the main reason for not having used the Scheme among non-members.

Other issues spanned costs, including the weekly payments taken from an individual’s CDP or ADP assistance to pay for the Scheme, and the advance payments required for certain vehicles or equipment. Respondents explained they need their CDP or ADP assistance to pay for other things, particularly while the cost of living is high. Some expressed a preference to use their own vehicle or public transport and, less commonly, participants raised issues around a lack of suitable vehicles or equipment and the Scheme’s complexity.

However, just over half of survey respondents would be interested in using the Scheme in the future (52%) while a large proportion (40%) were unsure.

Non-members reflected on what could be done to encourage or enable them to use the Scheme, with the most common suggestions being improving awareness and enhancing the affordability of the Scheme. Many also said that offering a wider range of vehicles and equipment could encourage them to use the Scheme

Conclusions and areas for consideration

Overall, feedback about the AVE Scheme from providers, dealers, members and non-members was positive. Some of the areas for consideration can only be explored through continuing to work in partnership with current and future providers. Areas for the Scottish Government and Social Security Scotland to consider include:

• Considering how to involve additional providers, without detracting from aspects of the Scheme that work well.
• Encouraging more providers to apply for Scheme accreditation.
• Raising awareness of the Scheme and its differences with the pre-AVE Scheme among dealers.
• Enhancing awareness among CDP and ADP clients of the Scheme, what it includes (i.e. the types of vehicle and equipment available and the support with insurance, road tax, insurance, servicing, repairs and breakdown cover), who is eligible for it, and how to access it.
• Promoting understanding of the Scheme among disabled people who do not drive.
• Encouraging consistently high service standards among dealers.
• Continuing to monitor the experience of members who transfer from DWP disability benefits to Social Security Scotland to ensure the process is seamless and causes no disruption to their vehicle or equipment lease.
• Continuing to check the AVE Scheme eligibility-checking process is working efficiently.
• Ensuring there is an adequate range of vehicles and equipment available.
• Addressing clients’ anxiety around supply chain challenges and the time they have to wait for their vehicle or equipment to arrive.
• Making sure adequate courtesy cars or replacement transport are available for members while their vehicle or equipment is being serviced or repaired.