Motability Scheme customers are set to get more opportunities to have their say on how the programme develops under new plans for regular meetings across the UK. Quarterly customer town halls are due to be introduced from 2027, bringing disabled people, their families and carers together with those responsible for running the Scheme.
Customers taking part will also be able to help decide which issues are discussed. Motability Operations said the meetings will cover not only its services, but wider issues affecting people's lives and mobility, with their experiences used to help inform how the Motability Scheme develops.
Plans follow chief executive's pledge
The plans come after Motability Operations chief executive Andrew Miller pledged to give customers a “real voice” in its future. He said: “As the world continues to change around us, we want customers to have a real voice in the Scheme’s future.
“To me, that means getting even closer to our customers, hearing what matters most to them and making sure those experiences continue to shape our decisions.”
Building on existing sessions
The new town halls will build on existing face-to-face sessions, including a further focus group due to take place at Motability Scheme Live in Edinburgh next month. The Edinburgh meeting will be attended by Motability Scheme Chief Customer Officer Lisa Thomas and Chief Operating Officer Gavin Thomson.
Ms Thomas said: “We know how important the Scheme is to our customers and their families. Listening to them - not just about the Scheme, but about the things that matter in their lives - will help ensure it continues to meet their needs now and in the future.”
Customer feedback already led to changes
Motability Operations said the new programme will add to existing surveys, research and feedback from customers. It pointed to the decision to pause its Drive Smart programme following customer feedback as an example of how people's experiences have influenced its decisions.
Customer research was also used when the Scheme made changes following last year's Autumn Budget, including protecting its all-inclusive package of insurance, servicing, maintenance and breakdown cover. Motability also uses feedback from customers through its EV Transition Tracker to examine the experiences and barriers disabled people face as motorists move from petrol and diesel vehicles towards electric vehicles.
More customers can get involved
Around 6,000 customers are already part of Headlight, the Motability Scheme's customer research community. Customers will soon be invited through Lifestyle Magazine to register their interest in joining the group, providing another opportunity for disabled people, their families and carers to share their experiences.
The Motability Scheme enables eligible disabled people to exchange all or part of their qualifying mobility allowance to lease a vehicle. Motability Operations said the new town halls, face-to-face sessions and existing research programmes are intended to give customers more ways to influence the Scheme as it develops.
