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

3. Dealers’ experiences of the AVE Scheme

Introduction

The chapter discusses dealers’ experiences of the AVE Scheme, helping and supporting individuals find equipment or a vehicle that meets their needs.

Dealers’ feedback was generally positive. This section is structured under the following headings:

• Process for dealers
• Differences between the AVE and pre-AVE Schemes
• What is working well?
• What is working less well?

Process for dealers

The process that dealers follow can be summarised as:

• Talking with the client about their needs and identifying a vehicle or equipment to suit them.
• In some cases, arranging a home demonstration so the client can try the vehicle or equipment.
• Checking the client’s eligibility by asking for their National Insurance number and date of birth to enter into Social Security Scotland’s online system, or by asking to see their award letter^[7].
• Providing details to Motability via their online system.
• Motability confirms eligibility and orders the vehicle or equipment.
• Arranging for the vehicle or equipment to be delivered to or collected by the client.
• Providing ongoing servicing, maintenance and breakdown support.
• Support for clients to address any change in circumstances or conditions.
• Disposing of the vehicle or equipment at the end of the lease (either by handing it back to Motability or buying it to sell second-hand or to include in the dealer’s fleet of courtesy vehicles or equipment).
• Arranging a lease for a new vehicle or equipment if the client wishes.

Differences between the AVE and pre-AVE Schemes

Dealers told us they are aware of the AVE Scheme and that Social Security Scotland provides the finances for clients to access vehicles and equipment through Motability once they move on to ADP or CDP.

However, dealers observed no differences in the AVE and pre-AVE Schemes from their or clients’ point of view. They told us they follow Motability's same system and processes, regardless of whether their client is part of the AVE or pre-AVE Scheme.

“From our perspective, it doesn't really seem to have changed because we are uploading information to Motability the same.” (Dealer)

“There doesn't seem to be any real lasting change to the customer journey.” (Dealer)

“The process that we have to go through is exactly the same… I've not heard any client say any different.” (Dealer)

“It's been a relatively smooth transition… it's been pretty seamless I have to say. And the interface that we use at the branch has not changed any. There are a couple of additional drop-down menus. But other than that, no, it's gone pretty smoothly from my end. I don't know what the customer experience is with the changeover, but from my end it's pretty good, it's gone well.” (Dealer)

Indeed, they are not always aware of which Scheme the client is on and, in some cases, do not routinely record this. However, a few dealers said AVE clients are in the minority – it may be that, as more people transition to CDP or ADP from DWP benefits, the differences between the two Schemes become more apparent to dealers.

“We've not had a lot under the new Scottish benefit at all… Maybe in, or maybe about a dozen, something like that.” (Dealer)

What is working well?

Dealers positively described their experience of helping their clients access vehicles and equipment through Motability. They find the process straightforward and value not having to negotiate with clients over price or part-exchange values, and they appreciate the discounts that Motability can access from manufacturers.

Commercial advantages also exist for dealers: a common theme among dealers is the importance of Motability in helping them access and retain clients, including those who might not otherwise be able to afford the vehicle or equipment.

“The way Motability set things up, it's very straightforward and easy to process these applications… It's less hassle. Motability says that's the price, so you're not having to do the back and forth and deal with part exchanges and stuff like that. It's sometimes nicer because you've not got that aggro of negotiation to get down to a number.” (Dealer)

“From a dealer’s point of view, if you look after the customer you're probably guaranteed a renewal every three years on the policy. You're probably guaranteed the maintenance of the vehicle because the maintenance on the vehicle covers anything from a bulb to a wheel bearing to brakes to a clutch or anything like that, so you know we'll have that reward coming back to the dealership.” (Dealer)

“It's a steady stream of income into the business. It's vital.” (Dealer)

“The benefit to companies is we have a steady throughflow of customers that sign up to the Scheme and to be frank, in part, it helps us keep afloat.” (Dealer)

The prompt and helpful support that Motability provide to dealers is also valued. Any queries or problems are usually resolved promptly.

“We certainly know we get the help and the support from Motability. It would just be a phone call to them to say, ‘Okay, look, I'm faced with this’… we've got area reps that are just a phone call away if we struggle on the main Motability line… nine times out of ten, they fix it there and then for you.” (Dealer)

“It's my favourite call centre that I call… the staff are very, very helpful and they're always amazingly pleasant, upbeat and polite… I don't know where they get their staff from but they're fantastic. Dealing with Motability is very, very easy.” (Dealer)

What is working less well?

In general, dealers reported a positive experience of the Scheme, but there were a few suggested areas for improvement. Two of these – concerning processes around clients who have transferred from DWP to Social Security Scotland benefits, and processes for checking clients’ eligibility - are explored in Chapter 5 alongside feedback from members and non-members. Other challenges identified by dealers are presented here.

Motability’s online interface

One interviewee felt Motability’s online system where dealers input clients’ details could be modernised, describing it as “archaic” and “glitchy”.

Commercial risks

In general, dealers recognised that the AVE Scheme has commercial advantages, but one interviewee expressed concern about the risks of clients terminating their lease early, explaining that a few clients had decided to end their lease within the seven-day cooling-off period, leaving the dealer to dispose of expensive equipment. This interviewee was frustrated that Motability agreed to cancellation in these cases, noting that clients may need more information or minor alterations to help them use the equipment effectively and cancellation may not have been necessary had the dealer, with greater product knowledge, been involved in this decision.

This interviewee also expressed frustration about the rates paid by Motability to service the equipment. They felt this is too low and consequently the dealer spends less time on these services than they would like to.

Chapter summary

Dealers described their experience of supporting clients to access vehicles and equipment through Motability in favourable terms. They felt the process is straightforward, value not having to negotiate with clients over price or part-exchange, and they appreciate 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 unaware of any differences in the AVE and pre-AVE Schemes from dealers’ or clients’ point of view. They told us they follow Motability's same system and processes, regardless of whether their client is part of the AVE or pre-AVE Scheme.