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

5. Members’ experiences of the Scheme

Introduction

In this chapter, we consider members’ experiences of the Scheme. We discuss their reasons for using the Scheme, issues around gathering information and liaising with dealers, the process for checking eligibility, the range of vehicles and equipment to choose from, lead times, advance payments, value for money, servicing and breakdown assistance, case transfer clients’ experiences, and dignity, fairness and respect.

Our findings are based on feedback from the 25 members who took part in interviews and some issues reported by dealers. This is a small proportion of all Scheme members and may not represent the views of all members, but it provides a rich insight into these members’ experiences of the Scheme. Many of our findings are consistent with the research conducted by the Scottish Government in 2022 with Social Security Scotland Experience Panel members. These two pieces of research form a valuable evidence base about CDP and ADP clients’ views and experiences of the Scheme.

Reasons for using the Scheme

Interviewees gave various reasons for using the Scheme. Most commonly, they explained the Scheme offered an affordable way to access a vehicle that meets their needs. Several explained they would not otherwise have been able to afford a vehicle or equipment or could only afford a smaller or lower specification car that would not meet their needs so effectively.

Examples identified in the research included needing a larger car to provide space to carry wheelchairs and other bulky equipment related to their or their child’s conditions. Others need a higher vehicle that is easier for them or their child to get in and out of. One described needing a car with adequate legroom, and another said they needed an automatic car and would have found it difficult to afford one without the Scheme.

Another common reason for using the Scheme was to facilitate access to a new car, with the perception that a new car should be more reliable or safer than an older vehicle.

Providing insurance, road tax, servicing, repairs and breakdown cover also encouraged members to use the Scheme. Several emphasised the peace of mind this provides if anything goes wrong with their vehicle. They know the Scheme will cover the vehicle’s repairs, and do not have to worry about budgeting for unexpected repair bills. Some talked about the financial benefits of the Scheme, saying they save money because they access these services at a lower cost than they could without the Scheme. Younger drivers under 25 noted their insurance premiums would have been higher had they arranged it themselves.

Several members also appreciated that having services such as insurance taken care of reduced the stress of coordinating it themselves. Some stated this kind of task can be challenging for people with certain conditions such as anxiety. Others emphasised it reduces the number of things they have to worry about, which is especially helpful when living with a disability or illness. For example, it is beneficial to avoid the worry of remembering to renew car insurance when you are undergoing cancer treatment.

“It's massively important because the admin, that's what [my son] struggles with, getting the insurance separately and keeping everything on, we wouldn't manage, so that is an absolute godsend that it's an all-in-one service.” (Member)

“Say the car breaks down, I'm not faffing about thinking, who have I got breakdown cover with, who do I need to call? It's all quite cohesive in that way. I think there's a lot to be said for that because life became quite stressful for me in terms of my health, and life became difficult day to day, and anything that can take difficulty out of it for me is much appreciated.” (Member)

“We didn't have to remember to renew our insurance and search which is the best insurance company this year or that kind of thing. That was all taken care of.” (Member)

Gathering information and liaising with dealers

Generally, members found it straightforward to seek information about the Scheme and to identify a dealer that supplies the vehicle they are interested in.

However, in both rural and urban areas, a few mentioned that dealers are difficult to get to, either because they are not easily accessible by public transport or because they had to travel a long distance to reach them.

“Physically getting to it, it was a very awkward part of [the nearest city]. And I wasn't comfortable picking the car up on my own. So I wanted [my partner] to drive it, which meant he had to get like a billion buses to get it at the time.” (Member)

In general, members were satisfied with the service they received from dealers, with examples of helpful, knowledgeable and considerate service.

“The mobility guy was amazing… it was a really good experience... He just knew about mobility. He explained what the car had… gave us time basically and answered all the questions that I had… and he let me try the car seat in it.” (Member)

“I was very fortunate that our dealer has a Motability consultant on site. So she basically did everything for us online, so we didn't have to do anything. She seemed to know all the ins and outs of the Motability Scheme.” (Member)

A small number described dealers who brought vehicles or equipment to their homes for test drives, and these participants appreciated this service. A few also mentioned support when collecting their vehicle. For example, one dealer met a customer halfway to hand over the car to them, while another said the dealer collected them from the bus stop.

“What I love is the fact that [the dealer] comes and they bring the vehicle up to you to test drive… that is fantastic because my son can see it, my son can join the test drive, we can try out my son and his wheelchair within the vehicle.” (Member)

However, some participants highlighted negative experiences. In these conversations some expressed a perception that dealers seemed disinterested, with a few saying the dealer had not returned their phone calls. A handful speculated this was because Motability customers are potentially less profitable for dealers than others.

“When you go to garages and you mention mobility, everyone scatters… because they're not making money out of you, so I've learned now that I go through everything and I don't mention mobility till the very last minute.” (Member)

Participants shared a couple of examples of dealers who had demonstrated a poor understanding of disabilities or health conditions. For instance, one interviewee said a dealership staff member seemed uneasy as a result of their condition.

“She was a bit weirded out by my anxiety and pain at first I think. She didn’t know how to handle it. Lots of people don't. It's understandable.” (Member)

Another said they were given inaccurate information about the size of their car’s boot and found their child’s buggy could not fit when they received the vehicle.

However, it is also important to highlight, as above, that several participants reported positive examples of dealers’ customer service. We also note that the AVE Scheme has limited control over individual dealers' approach.

Checking eligibility

No members experienced difficulties with the eligibility checking process, and none reported having to wait more than a few minutes to confirm their eligibility, however experiences with different processes were described. Some provided their award letter as proof of their CDP or ADP entitlement, but a few said all they had to give was their National Insurance number and date of birth. The latter is the intended process for the AVE Scheme, but it may be that dealers are still asking for the award letter because they used this process for the pre-AVE Scheme.

We asked members who had previously used the pre-AVE Scheme and had renewed their lease since joining the AVE Scheme to compare the eligibility checking process with the two Schemes. Three interviewees had renewed their lease, but only one could recall enough about the process to comment on any differences. This person acknowledged their memory was not completely clear of the pre-AVE Scheme process but reported, while the approval was instant with the AVE Scheme, they had to go away and wait for their eligibility to be confirmed with the pre-AVE Scheme.

“I can't be 100% sure, but I've got a feeling we've done everything, and then I had to go away and wait to be told [with the pre-AVE Scheme].” (Member)

Despite this positive feedback from clients, a handful of dealers highlighted difficulties confirming a client’s eligibility for the Scheme. These appear to relate to pre-AVE Scheme cases where DWP clients had mislaid their award letter and one example where the dealer spent time with the client on the phone to DWP and then waited a few days for the award letter to arrive by post. This interviewee suggested there should be a way to confirm eligibility online. This facility is in place for the AVE Scheme. Still, there was little awareness or experience of this among the dealers we spoke to, none of whom reported engaging with Social Security Scotland to check a client’s eligibility.

Range of vehicles and equipment

Interviewees expressed mixed views about the range of vehicles and equipment available.

Some described a good range of vehicles and equipment to choose from.

“There was quite a good choice of cars. I remember the website had said that the selection was more limited than what it used to be just because of availability. But to me, I felt the selection wasn't bad at all.” (Member)

“A good selection… there are plenty of options.” (Member)

However, some others summarised the range as inadequate, and they had only a limited number to choose from that were affordable and met their needs.

“Only a handful of cars that could fit my wheelchair in… it had to be within that budget because that's the only money I had for the car.” (Member)

“The cars on the Scheme weren't the best for what we need… I'm not looking for a big car, I'm just looking for a spacious car… There weren't many, so then we were looking at medium-sized cars, but if you put the wheelchair in the boot, you wouldn't get a bag in, never mind anything else.” (Member)

A few referred specifically to a limited choice of Wheelchair Accessible Vehicles in terms of availability and cost.

“For the wheelchair access car, that's a little bit trickier because you're limited for options, and you've got to pay quite a substantial amount extra.” (Member)

A couple of interviewees noted their young age, under 25 years, restricted their options.

“I would have liked a bigger variety. I didn't realise because we were younger, we didn't have as many options.” (Member)

Lead times

Several interviewees said they had to wait a long time to receive their vehicle after ordering it, with one example of a client who waited a year. This was frustrating for some members, and a few said their choice was influenced by which makes and models would be available the quickest.

“I went to a few dealerships, and [manufacturer x] had the smallest waiting list for a car… when I was going to [manufacturer y], they were like nine months… so that is part of the reason we went to [manufacturer x]… it was a bit of a nightmare.” (Member)

A handful were concerned that a similar situation might arise when they renew their lease. These interviewees were worried that if they do not order a new vehicle early enough, it might arrive after their current lease expires. Members can keep their vehicles until the new one arrives, but these interviewees were concerned they might be left without a car.

Lead times are an issue across the global motor industry and other sectors, and Social Security Scotland and Motability have no control over this. However, these delays affect members’ experiences of the Scheme; steps that could mitigate the impact on the Scheme and members are discussed in Chapter 8.

Advance payments

Many interviewees commented on advance payments. Some vehicles and equipment are available with no up-front payment, but there are options which require an advance payment in addition to the weekly amounts funded by the member’s CDP or ADP assistance.

Around two-thirds of the members we interviewed made an advance payment. Some of these respondents had paid to access a specific vehicle they liked or wanted. For instance, a few mentioned paying for a higher-specification car, while one wanted to lease an electric vehicle and was willing to pay extra.

“There's lots of time sitting in the car, so I don't want to sit in a little car with no enjoyment in it.” (Member)

“The car was the top of the range. The other one was slightly lower spec. So we could have got that and saved money. But the way I looked at it was, it was [around £250] out of my own pocket to get a car with all the toys and goodies… So I thought, I'm happy to pay that.” (Member)

Some interviewees paid the advance payment to access a vehicle that met their needs more effectively than others with no advance payment. This typically focused on considerations around the individual’s condition and ensuring their comfort, including optional extras like back support. It also included practical elements like accessing a vehicle large enough to carry wheelchairs and other equipment.

“I can't remember the exact amount, but I paid at least a few thousand to get the car I needed... there was a thing I opted for that I had to pay extra for… it means if I'm driving for longer periods, it's easier on my back.” (Member)

“It was the boot that sold it for me. The other one, I could have got the wheelchair in but probably not many shopping bags, so at the time I really liked the size of the boot.” (Member)

Considerations also included needs associated with the individual’s interests and planned vehicle use. For example, one paid for a car big enough to carry their family’s bikes.

“There's some that are no deposit, but they're really small and [my child and I are tall], and I've got two bikes to carry around, so I wanted something a similar size [to my previous car]. I got one with a deposit, but with the money they're giving me back, I'm up, so it just made sense.” (Member)

Most interviewees who paid an advance payment were happy to do so. They acknowledged options were available with no advance payment but were willing to pay extra to lease a vehicle that met their needs and that they liked.

“I don't have a problem with [paying an advance payment]. I realised that I could get another car that has no advance payment, and there were lots of options there… if you don't want to have an advance payment, you don't have to have one.” (Member)

On the other hand, a few, unable to afford this additional payment, noted this restricted the options they could choose from.

“That [vehicle] was the only one [we could choose] because we wouldn't be able to afford any more than the bit of my disability payment. I mean, even that is stretching it when you're not working.” (Member)

One felt the payments discriminate against those who need larger vehicles due to their condition.

“To get a car that meets [my child’s] needs, why should we have to pay more? Is that discriminating against [my child’s] particular disabilities? Because somebody else wouldn't have to pay that to get a car that met their needs.” (Member)

Motability Foundation grants are available to help individuals afford advance payments, but only two of our interviewees had accessed this support. The most common reason for not accessing the support was a lack of awareness. A couple of participants were unsure about the process and eligibility criteria. The timescales involved in the application deterred a few from applying for a grant, while two highlighted they could afford the payment without support.

“I did know about the grants, and I did phone them up and talk it through with them, but the length of time that it was going to take… we couldn't wait that long.” (Member)

Value for money

Despite concerns around the advance payments and non-members’ comments about affordability, which we cover in Chapter 7, the members who took part in interviews described the costs of the Scheme as reasonable. Members receive a new vehicle as well as road tax, insurance, servicing and breakdown cover for their weekly payment, and viewed this as good value for money.

“They pay for the insurance, they pay for the tax… The only thing I have to pay for is fuel. And that's a huge, huge, huge help.” (Member)

Experiences of servicing, repairs and breakdown cover

In general, interviewees recounted positive experiences of servicing, repairs and breakdown cover.

“Everything's worked out. It's very seamless for us. We've not had any issues.” (Member)

A few appreciate that their dealer comes to collect the car when it needs servicing.

“It's also really handy that they come and pick up the car, so whenever we have anything done, they will always send a driver who arrives between 8 and 11 to pick up the key, and they take the vehicle away.” (Member)

On the other hand, a handful reported some difficulties. This is consistent with the 2022 Experience Panel research findings, which found that servicing and repair experiences depended on the individual garages or dealerships involved. Most notably, a small number of members had difficulties accessing any type of courtesy car, or finding a courtesy car suitable for their needs. One said Motability gave them money for taxis as an alternative, but they said the taxi company with the contract was unreliable and seemed to have a small number of WAVs, which their child requires.

“I’ve had two courtesy cars and each was just nothing like my car. For the first one, the wheelchair wouldn't fit in the boot. Then they got a second one, but it had the engine management light on, and they had to come out with another car. The other car was just a big 2.2-litre petrol machine… it was a fortune to fuel it. So I was ever so glad to get my car back, but it wasn't Motability's fault; it was more the fact that the garage couldn't get the part for the car and the courtesy car company, which was a nightmare.” (Member)

Difficulties in accessing a Motability network dealer was a problem for a small number of participants. For example, one person in a rural area reported their mother-in-law used to lease a car through Motability but had to drive three hours to access a garage for servicing.

A couple of participants mentioned issues with tyre replacements. One noted that the nearest branch for the approved installer is a long drive for them. They would rather use an alternative, more local tyre fitter. The same person would like the Scheme to cover the cost of winter tyres for people who need them. Another wanted to change their tyres as they were nearing the minimum legal tread limit, but Motability advised the member to run the tyres for another thousand miles. This member would have preferred to change the tyres to reassure themselves of their safety.

Experiences of case transfer clients

Members who had transferred to CDP or ADP from DWP disability benefits reported no problems with the transition in terms of their lease. They described it as seamless. This may not represent the experiences of all case transfer clients, but members who took part in our research experienced no changes or disruption to their lease after transferring from DWP to Social Security Scotland benefits.

“It was a nice seamless transaction for us. We didn't have to worry about any other bits and pieces. So I had assumed that it was Social Security Scotland that just automatically made those payments across to Motability instead of myself. So that was all good.” (Member)

However, dealers highlighted two instances where a client coming to the end of their lease with less than 12 months before the next review of their DWP disability benefits (and hence could not apply to Motability without confirmation their benefits would continue), had not received their award letter from Social Security Scotland. In these cases, the dealers solved this problem; one offered a short-term lease and the other extended the existing lease until they received Social Security Scotland confirmation. Still, dealers noted that situations like this can be stressful for clients. This feedback suggests dealers may require more support to deal with cases like this.

Three members were aware of their lease renewing since transferring to the AVE Scheme, but none experienced any problems with that process.

Overall, interviewees could not comment on the differences between the AVE and pre-AVE Schemes. They have noticed no difference other than the earlier example of the one member who observed an improved eligibility checking process. This is a positive finding, though – members are satisfied with the service they receive and have reported no change since the AVE Scheme was introduced.

“It went fine. I didn't know that it had changed to AVE. I just got another car.” (Member)

Dignity, fairness and respect

Despite some issues with individual dealers, all members we spoke to felt treated with dignity, fairness and respect by the Scheme, both as a result of the nature of their interactions with Social Security Scotland, Motability and dealer staff but also because of the overall aims of the Scheme. One commented that the Scheme promotes dignity, respect and fairness because it widens access to travel for disabled people.

“I think the Scheme itself absolutely provides dignity and respect… the idea that people are able to get about and do things themselves, the outside world is more accessible. That is a huge part of dignity and respect for us.” (Member)

“Any time you've had to speak to anybody, you get nothing but good service and respect and kindness from people, so it's very much appreciated.” (Member)

Although outwith the scope of this research project, it is worth noting that some interviewees commented positively about Social Security Scotland more generally and the dignity, fairness and respect the agency demonstrates.

“I think the system works well. The application process, the decision-making, the turnaround, everything was done very, very well. I think government agencies get a lot of criticism. In some cases, it's justified, but at the same time, this is a very positive example of the system and the Scheme working very well.” (Member)

“I did find that the assessment process was so much easier, and I felt as though people were really listening… It wasn't so much about the money or the ability to access Motability. It was about being believed. I think that was such a big relief… any interactions I've had with them [Social Security Scotland] over the phone have been very, very positive.” (Member)

Chapter summary

Overall, and consistent with the 2022 Experience Panel research findings, members described a positive experience with the AVE Scheme. They value the vehicles and equipment and support with road tax, insurance, servicing, repairs and breakdown cover.

Members reported mixed experiences with dealers but, overall, the feedback was positive. Those who had transferred to Social Security Scotland benefits from DWP experienced a seamless transfer with no disruption or challenges for their lease.

Mixed views about the range of vehicles and equipment on offer were evident. Some members paid an advance payment to access the vehicle they wanted or needed, but this restricted the options available for a few members. A handful mentioned their choice of vehicle was influenced by which would be available the quickest. Some options had long lead times due to global supply chain challenges.

Overall, members view the Scheme as offering value for money and demonstrating dignity, fairness and respect.