Disabled users of Motability cars have complained over changes to the mileage rates, with new exemptions failing to ease their concerns. New rules came into place on July 1 which meant people driving their Motability vehicle more than 10,000 miles would face an additional bill of 25p a mile.
Exemptions announced but users say not enough
Following this, Motability announced changes to assist people who need to do higher mileages for healthcare, education or employment. It said users must show that they need more than 3,000 miles each year for these journeys before it will provide additional support. This support is available for every mile above 3,000.
Motability said: “For example, if you need 4,000 miles each year for healthcare, education or employment, you’ll receive support for 1,000 miles. For every approved mile, we’ll reduce the excess mileage charge. “For up to 5,000 additional miles, the excess mileage charge is 10p per mile, including standard rate VAT. If you need more than 5,000 additional miles, we’ll reduce the excess mileage charge to 0p per mile for every additional mile above 5,000.” “The level of support increases for customers whose travel needs for healthcare, education or employment are greatest.”
Users share emotional impact
However, after it posted about the changes on Instagram, users got in touch to say this wasn’t enough and it was really impacting them. One said: “I’m finding the whole process so overwhelming im losing sleep which is affecting my work. “My new lease window annoyingly opened up on 2nd July. I’ve started the process of applying for the mileage exemption but that graph on the website confuses the hell out of me. I’ve spoken to Motability 3 times in 2 days. “Just commuting alone puts me at 43k over 3 years. Im going to find it hard to leave the scheme as i require extensive adaptations to drive so hire purchase vehicles are not an option & the cost of a second hand vehicle would be outweighed by the adaptations.”
She explained that she was now in a quandary over whether to stay in her job because of the extra cost and added: “All i want to do is work.” Another added: “The overwhelming has floored me today , I’ve cried since 9am and now taken to bed. I’m so sorry we are now in this position with this extra worry how can it be fair on disabled people just trying to live a life like everyone else x”
Mum of twins criticises complicated process
One mum said: “This extra plate spinning will finish me ! 26 years I’ve been my twin sons' voices , the admin , the housekeeper, the coach. “Motability WAS the one help I didn’t have to stress and worry about. On the 17th of this month, I have to apply as my son's appointee for a new car. I now also have to spin more plates and do all the heavy lifting to get evidence that my son's car does 25k mileage a year ! This is not for LEISURE & HOLIDAYS. It’s to go to a day centre, which is an 84-mile round trip , and it’s to access the community with his two members of staff. It’s to give him some sort of quality to his life. “Why the hell are you making things so complicated? Being disabled is already tiring and stressful enough, without having to deal with these disgusting changes. You’re going to harm disabled people of this keeps up.”
Motability defends changes
Motability said: “We know that every customer’s circumstances are different. The standard mileage allowance gives most customers enough miles for everyday journeys. We know three out of four customers are already driving below the new limit. But some people need to travel much further for healthcare, education or employment.”
The change means that for orders placed after July 1, 2026, or September 1, 2026 for people receiving their allowance from Social Security Scotland, additional support will be available to help customers with the highest travel needs. It explained: “The Scheme has become more expensive to run because of tax changes announced by the UK government in the Autumn Budget, alongside other rising costs. “Our goal is to offer the right balance of support today, while making sure the Scheme stays sustainable and continues to support customers now and in the future. If you need to travel much more than your standard mileage allowance because of these journeys, you may be able to get help with the cost of your extra miles.”
It said while every customer would still start with the same standard mileage allowance, it could offer extra support where there is clear evidence of significantly higher travel for healthcare, education or employment. However there will still be strict rules in place for those seeking to increase their allowance. It said: “If you’re likely to exceed your mileage allowance because much of your travel is for healthcare, education or employment, we may be able to help. We will only consider journeys that benefit the recipient of the eligible mobility allowance.”
