FOR DEALER USE ONLY. Online Resource YOUR SUPPLY GUIDE. Version 7.0

Transcription

1 FOR DEALER USE ONLY Online Resource YOUR SUPPLY GUIDE. Version 7.0

2 2 Your Supply Guide 2018 Contents 1. Your Supply Guide p 5 Overview 6 Motability Dealer Partnership 7 Your dealer dashboard 9 2. The application p 11 Before starting the application 12 Scheme and vehicle suitability 12 Is your customer eligible for the Scheme 14 Scheme policy Submitting the application p 17 Starting the application 18 Customer information 19 Preliminary questions 20 Vehicle selection 21 Adaptation selection 23 Applicant details 27 Appointee acting for the applicant 28 Security question 30 Dealership details and estimated delivery date 31 Drivers details 31 Nominated drivers 33 Submit application Application statuses p 39 Application statuses 40 New status 41 Eligibility status 41 Pending status 42 Insurance status 44

3 Contents 3 5. Handover day p 47 Handover day 48 Renewing customer 49 Confirming handover 49 PIN entry 50 Failed handover Registering and taxing the car p 53 Registering and taxing the car 54 Tax exemptions 54 Registering the car via AFRL 54 Cars registered using a V55 56 Taxing a vehicle at first registration 56 Cherished plates Supporting you p 59 Additional support 61 If you have any questions ask our 24/7 service at: motabilitydealer.co.uk

4 4 Your Supply Guide 2018

5 5 1. YOUR SUPPLY GUIDE Overview 6 Motability Dealer Partnership 7 Your dealer dashboard 9

6 6 Your Supply Guide 2018 Overview We re working with you to provide customers with all the service and support they need to select, maintain and return their cars at the end of their lease. This guide aims to provide you with all the information you need to process an application and supply a vehicle to a Motability Scheme customer by taking you through all aspects of the vehicle supply process including: Confirming customer eligibility. Scheme policy. Vehicle suitability. Submitting the application. Insurance. Adaptations. Appointees and nominated drivers. Vehicle registration. Handover. The guide is intended to be used alongside our Motability dealer training which is designed to ensure you treat customers fairly and to support you in providing excellent service to your Scheme customers. Only trained Sales Specialists with their own Unique User Access should submit applications. If you would like to be trained or require your Unique User Access, please contact our Dealer Contact Services team on or register at motabilitydealer.co.uk

7 Your Supply Guide 7 Motability Dealer Partnership The Motability Dealer Partnership (MDP) programme rewards you for supporting the Motability Scheme with payments for three key events which are designed to deliver a high level of customer satisfaction throughout the lease: Supply: 100. Service: 40. End of Contract: 75 at end of contract and 100 as a result of an early termination. In addition to covering the vehicle supply process, this guide will also support you in maximising the potential MDP earnings for your dealership. To help you to promote the Scheme, we provide you with a range of marketing support, including Point of Sale material and advice for planning successful events. You can find these at motabilitydealer.co.uk Promoting the Motability Scheme: 60 You ll earn a 60 engagement payment for each Supply event at the end of each quarter, provided you ve earned 85% or more of your MDP rewards. This payment is made to support your promotion of the Motability Scheme. By meeting our standards, you ll ensure Scheme customers know you value them. One of the easiest ways to promote the Scheme is by branding it clearly across all points of contact: Display Point of Sale material appropriately. Communicate and promote the Scheme s features and benefits on your website. Host at least one Motability Scheme awareness-building event each year.

8 8 Your Supply Guide 2018 What you ll need to do for supply success: Qualify the customer and confirm their Scheme eligibility. Assess if the Scheme and customer s chosen vehicle are suitable for them, their mobility and finances by explaining and completing the Statement of Responsibilities and Suitability Confirmation and by carrying out a test drive. Ensure the customer understands the key features of the contract hire agreement, (including the full financial implications and that they won t own the car) and has read and understood the terms and conditions. Manage customer expectations around delivery times and any delays. Manage vehicle supply with your manufacturer. Accurately submit the application via Online Applications. Register the car correctly. Conduct the handover on your premises. Ensure the PIN is entered by the customer. Safeguard customer data in line with the Data Protection Act. Hold all application documentation for the full length of the agreement. What we mean by treating customers fairly : Keeping the customer s best interests at the heart of everything you do. Providing customers with clear, jargon-free information. Considering customers individual circumstances whenever advising them. Being prepared to take additional time with vulnerable customers. Providing an excellent standard of service. Responding to and resolving customer complaints. Supporting us in resolving any escalated customer complaints.

9 Your Supply Your Supply Guide Guide Your dealer dashboard The dealer dashboard is your essential online tool allowing you to track and manage all aspects of your dealership s MDP performance to help you maximise your potential rewards. Your dashboard is updated daily during the working week, letting you see all the events you ve completed along with your potential earnings. Accessing your dashboard You can access your dashboard using your Unique User Access details. If you don t have your own Unique User Access, you can register at motabilitydealer.co.uk and follow the instructions in Your Getting Started Guide. To see your dashboard visit motabilitydealer.co.uk, click Cars, then Login to Dealer Dashboard/Online Applications using your Unique User Access. Once you ve done this click the MDP Performance tab in the menu on the left. The dashboard is for employees only it should never be shown to customers or be on display for them to see.

10 10 Your Supply Guide 2018 Using your dashboard: a quick look Click Service for: Service rewards Late service adjustments Click Complaints for: Adjustments Reversals Click Supply for: Supply rewards CDD free pass status, rewards and adjustments Early cancellation adjustments Pre-registration Click Training to: View your Specialists and their training statuses Click Help for: Summary of rewards and adjustments Click End of Contract for: End of Contract rewards Inaccurate/late MOT Handback VCD Image adjustments Click Images for: Submission deadlines Outstanding submissions Click Invoice for: MDP payment for each quarter Click Engagement for: Supply Events Potential and actual rewards

11 11 2. THE APPLICATION Before starting the application 12 Scheme and vehicle suitability 12 Is your customer eligible for the Scheme? 14 Scheme policy 15

12 12 Your Supply Guide 2018 Before starting the application An application can only be started and submitted provided either the customer or appointee is present. An application cannot, under any circumstances, be submitted by anyone else. Customer not present adjustment: If you process an application without the customer or appointee present, your Supply reward will be adjusted and the application deleted. Who s who We refer to the disabled person in receipt of the allowance as the customer or applicant. The appointee is a third party, such as a parent or carer, legally appointed by DWP to act on behalf of the customer. Scheme and vehicle suitability Qualifying the customer ensures they are eligible for the Motability Scheme and the vehicle chosen is suitable for both their financial and mobility needs. To help you assess whether the Scheme and vehicle are suitable for your customer, the following need to be completed for each application: Nominated Driver Consent form: This gives us consent to check the DVLA records of proposed drivers. If the proposed nominated driver isn t present, this form must be completed before the application can be started and sent to us within seven days.

13 The application 13 Statement of Responsibilities and Suitability Confirmation: This is designed to help the customer assess all of their needs and consider their circumstances when selecting the right vehicle for the duration of the lease, as well as assessing the financial implications of entering into a lease. It also highlights the Scheme guidelines and confirms that the customer will abide by these for the duration of the lease. This must be completed by you, the customer and nominated driver (if applicable). A copy should be given to the customer and you should keep one in your file. Test drive or ride: Every customer should be offered a test drive or ride to make sure the car is comfortable and meets their mobility needs. Some customers may require a home visit to carry out the assessments or test drive. Outstanding form adjustment: The Statement of Responsibilities and Suitability Confirmation is required to show that you have satisfied your FCA regulatory obligation to ensure positive customer outcomes and fair treatment. We are also required to provide the DVLA with the original signed Nominated Driver Consent form for drivers who are not present at the point of application. A 100 adjustment will be applied if you don't send us the Nominated Driver Consent form, or retain the Statement of Responsibilities and Suitability Confirmation for each application. Early termination adjustment: Completing these documents will help you to protect your Supply reward. You can find these forms and other helpful documents in the Document Library tab in Online Applications. Your Supply reward may be adjusted if a customer terminates their contract within three months of handover. Customer details To avoid unnecessary delays, the customer s name should be entered exactly as it appears on all documentation, i.e. award notice and driver licence, and it s important you select the correct allowance type in Online Applications.

14 14 Your Supply Guide 2018 Is your customer eligible for the Scheme Before you can start an application, it s important to make sure your customer understands the key features of the contract hire agreement, particularly the financial implications of entering into it and that they will not own the car. The customer must provide you with the following documents for you to check their Scheme eligibility: Award notice or Letter of Entitlement confirming their allowance and length of award. Proof of address a utility bill addressed to the customer dated within the last three months. Driving licences or a nominated driver consent form for all drivers. Dealer Guidelines letter if the customer has been awarded a grant. You will not be able to submit an application if your customer has less than 12 months allowance remaining or is currently undergoing a PIP assessment. If a renewing customer is being reassessed for PIP or has less than 12 months allowance remaining, they can request a lease extension on their current car by contacting the Customer Services team on To be eligible for the Scheme, customers must be in receipt of one of the following allowances: Higher rate of mobility component of the Disability Living Allowance (DLA). War Pensioners Mobility Supplement (WPMS). Enhanced rate of the mobility component of Personal Independence Payment (PIP). Armed Forces Independence Payment (AFIP).

15 The application 15 Scheme policy A Motability Scheme vehicle must be used for the benefit of the customer. It s important that you re fully satisfied with the application when adding nominated drivers. Drivers under 25: Drivers under the age of 25 are not permitted to drive cars that exceed ABI group 16 or 120BHP. Drivers under 21: Only one named driver under 21 is permitted, provided they live at the same address as the customer. Location trackers: Location trackers are fitted to a small number of cars where the potential risk of misuse is highest. This includes customers who live in a residential care home, residential school or nursing home. It may also apply if there are no drivers living with the customer. Trackers must be fitted prior to handover and the handover process may be slightly longer, so it s important that you manage your customer s delivery expectations. You will also need to give the supplier, Trak Global, sufficient notice of the vehicle s availability for a tracker installation. Non resident drivers: Applications from customers where neither of the nominated drivers live with them will be reviewed by our Dealer and Customer Support team. Non UK licences: We only accept non-uk driving licences where the history of the driver can be obtained from their issuing agency. We recommend that drivers with a foreign licence exchange it for a UK licence or have evidence from their issuing agency before placing the application. If the application refers to Scheme policy, please advise your customer that we ll contact them to discuss their situation. In the event that changes are made to the application, we ll contact you to update you on these. Location tracker adjustment: To protect your Supply reward from an adjustment, where it applies you must only handover a Scheme vehicle to your customer once the location tracker has been fitted. Reporting scheme abuse If you suspect that the Scheme vehicle is being abused or no longer used for the benefit of the customer, you can report this in confidence by contacting our Dealer Contact Services team on

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17 17 3. SUBMITTING THE APPLICATION Starting the application 18 Customer information 19 Preliminary Questions 20 Vehicle selection 21 Adaptation selection 23 Applicant details 27 Appointee acting for the applicant 28 Security question 30 Dealership details and estimated delivery date 31 Drivers details 31 Nominated drivers 33 Submit application 36

18 18 Your Supply Guide 2018 Starting the application 1. Go to motabilitydealer.co.uk 2. Select Cars and click Login to Dealer Dashboard/Online Applications. 3. Log onto Online Applications using your Unique User Access. 4. Enter your dealer code or postcode. 5. Select Applications in the left hand menu and click Online Applications. 6. Click Start a New Application and then select Contract Hire. If you are a multi-franchise dealer, please select the correct dealership from the drop down menu. CUSTOMER INFORMATION PRELIMINARY QUESTIONS VEHICLE SELECTION ADAPTATION SELECTION NOMINATED DRIVERS SUBMIT APPLICATION APPLICANT DETAILS DRIVER DETAILS DEALERSHIP DETAILS AND ESTIMATED DELIVERY DATE SECURITY QUESTION APPOINTEE ACTING FOR THE APPLICANT To find out how to get your Unique User Access, please see Your Getting Started Guide at motabilitydealer.co.uk

19 Submitting the application 19 Customer information The details of the customer in receipt of the award must be entered exactly as they appear on the award notice or Letter of Entitlement. If the award notice is addressed to an appointee, you can find the customer s name within the letter. Please make sure you read through the notice before starting an application and request the customer s date of birth and address as this will not be stated on the award notice. You will be asked for appointee details later in the application. If your customer has been awarded a grant from Motability for their application, you will need to enter the grant details from the Dealer Guidelines letter that the customer will have been sent. Adding grants This is the only point in the application where you will have an opportunity to confirm that the customer is in receipt of a grant. If you need to add a grant to the application at a later stage, you will need to delete it and submit a new application. Protecting data Remember, you must take appropriate steps to ensure customer data is safeguarded in line with your obligations under the Data Protection Act.

20 20 Your Supply Guide 2018 Preliminary questions This section records the customer s: Award details and eligibility to the Scheme. Confirmation that all parties accept our Scheme policy. Consent to pass information supplied to relevant third parties. Grant details if appropriate. It s important this section is accurate to progress the application as quickly as possible and avoid any delays. If you indicated that your customer has been awarded a grant, you will now be asked to enter details of the amount and type of grant. Details must be taken from the Dealer Guidelines letter and entered exactly as they appear. If you re unsure about how to fill out this section, please download Your Step by Step Guide to Grants Online at motabilitydealer.co.uk Please note - If the customer has been awarded a grant for Customer Managed Adaptations, you don t need to add it to the application in Online Applications. The installer will be paid directly for the adaptation. If your customer has been awarded a grant for a dealer option, such as heated seats and cruise control, please specify the optional extras required.

21 Submitting the application 21 Vehicle selection To select the vehicle your customer wants to order, you can enter the VTN of the vehicle and click Get Vehicle or search the vehicle catalogue by entering the make and model and clicking Refresh Model List. Once you ve selected the vehicle, you will be able to review the allowance and pricing information by clicking on the Allowance Details and Pricing Details tabs. Click Select on your customer s chosen car to view the Advance Payment amount due from the customer.

22 22 Your Supply Guide 2018 If your customer requires adaptations to be fitted to the vehicle, tick Yes and select the adaptations they need.

23 Submitting the application 23 Adaptation selection Our Motability Managed Adaptations Programme offers a choice of over 400 different adaptations, many of which are available at no extra cost. You earn 25 for every car supplied with a Motability Managed Adaptation. Understanding adaptations We don t expect you to be an expert in adaptations. We recommend you establish a good relationship with local adaptation installers to help improve your understanding of their adaptations and how they can help your customer. Adaptation Codes The correct adaptation must be added at point of application if a nominated driver has a vehicle adaptation code on their driving licence. Adaptations fall into three categories and can help customers with: Driving their car. Getting in and out of their car. Stowing wheelchairs and scooters. If your customer needs to discuss our Motability Managed Adaptations Programme or their requirements before contacting an installer, they should go to motability.co.uk or contact our Customer Services team on If your customer has never had adaptations fitted or their mobility needs have changed since the adaptations were last fitted, it s important that they seek specialist advice from a local Motability adaptation installer to discuss their needs before ordering a car. Multiple adaptations need to be fitted by the same installer. Not all installers are able to fit all adaptations. Please check with your local installers that they re able to fit all adaptations required for this vehicle before you complete the application. There are two ways adaptations can be added to an application: Motability Managed Adaptations this includes installation, maintenance (where necessary) and a three year warranty. These are supplied by Motability adaptation installers who are listed online at motability.co.uk We recommend that you use a local installer unless your customer has a specific installer they want to use. Motability Managed Adaptations are only available to a customer at the start of an agreement.

24 24 Your Supply Guide Select Motability Managed Adaptations and click Add a Motability Managed Adaptation. 2. You can select a specific Motability adaptation installer, if your customer has a preference. Installers will be sorted by distance for the adaptation you have selected. 3. It s important your customer confirms and agrees that the adaptation selected is appropriate for their needs. 4. Should the customer require guidance on using their adaptation, we recommend that you arrange familiarisation for them by selecting Yes when prompted. 5. The screen will show any cost for the adaptation, which will need to be paid to you at handover. Please check the customer is happy with this amount before proceeding. 6. The installer will be sent this order request by once the application has passed eligibility checks.

25 Submitting the application 25 New Motability Managed Adaptations adaptations not listed in the price guide or drop down menu will need to be requested from and approved by Motability Operations Ltd. These must have been identified by an adaptation installer as suitable for the customer s mobility needs or have been used previously by the customer on a Motability Scheme vehicle. The details must be recorded on the application so they re covered by full breakdown assistance and insurance. 1. Click Request a new Motability Managed Adaptation. 2. Complete the form with a description of the new adaptation, the approximate fitted price, the installer s name and contact details, along with your contact details. Click Send Request. Please note - you can request multiple adaptations using the same form by separating the details using commas or slashes. 3. Motability Operations Ltd will review your request and you ll be notified within three working days of the application reaching pending status (p42) to confirm the adaptation has been added to the application. 4. Any cost for an adaptation will need to be paid by the customer directly to you at handover. 5. The adaptation installer will be sent the order request by .

26 26 Your Supply Guide 2018 Grants Managed Adaptations are ordered by and paid for in full by Motability grants when the adaptation required is not available on the Motability Managed programme. As such, if your customer needs a Grants Managed adaptation, you must follow the instructions in your customer s grant award letter. Please do not request these adaptations as new Motability Managed Adaptations. Dealer and factory options cannot be requested as adaptations through the Scheme. Any requests Motability Operations Ltd receive that are classed as dealer or factory options will be rejected. Registration The car must be registered before any adaptations are fitted. This is to comply with Type Approval regulations. You can use the Authority to Register and Licence document to register the vehicle before handover or before adaptations are fitted. This can be found in the Document Library in Online Applications. Adaptations top tips Not all cars are suitable for every type of adaptation. It s important that you and your customer liaise with the adaptation installer to discuss their requirements, vehicle suitability and compatibility, and arrange a demonstration before you place an order. Customers can apply for a grant from Motability to help towards the cost of an adaptation. Applications for grant assistance must be made before the car and adaptations are ordered. Once a grant has been awarded, the customer will be supplied with a Dealer Guidelines letter. Familiarisation can be arranged with the installer at the same time as arranging to have the adaptations fitted. It should take place prior to or at the time of handover. Transferring high cost adaptations to your customer s new car at the end of the lease must only be arranged through a Motability adaptation installer. If an application is at Eligibility, Pending or Insurance status, you can change the adaptation details by clicking on Modify Adaptation Details in the customer s Agreement Details page. It s important to keep this updated with the correct adaptation details for insurance purposes. The installer will need as much notice as possible to fit the adaptation and it s important that the Confirmed Delivery Date (CDD) is kept up to date as the adaptation installer will use it to schedule the fitment. See p42 for more information about CDDs. All adaptations must be fitted prior to handover. For adaptations that require payment in addition to the car s Advance Payment, these should be collected at the point of handover. If a customer requires an adaptation after they ve taken delivery of their car, please advise them to contact our Customer Services team on to discuss their needs.

27 Submitting the application 27 Applicant details If the customer has a mobile number or , it s important to record these so they can be used, if needed, for the PIN retrieval process at handover. For more information about PIN entry and retrieval, please see p50. Award notice details The details we hold for the customer must match their award notice. If the customer s details have changed or change whilst the application is being processed, they must inform us and the DWP to request a new award notice. A care home is classed as an independent facility with on-site staff employed by the home to provide the customer with all care needs. 24 hour care refers to a team of carers who provide your customer with 24 hour care in their home. In these cases, your customer may require an open insurance policy as they may have multiple drivers. You will have the opportunity to select this option when completing the driver details later in the application. For more information about our Scheme policies relating to multiple drivers, please see p15. An appointee is someone who has been legally appointed to act on behalf of the customer, including children under 16. Your customer may also be appointed a corporate appointee, an organisation such as a care home or council that the DWP has deemed responsible for the legal and financial affairs of the customer.

28 28 Your Supply Guide 2018 Appointee acting for the applicant If you confirm that a third party has been legally appointed, you will be asked if the appointee is a corporate appointee. If the appointee is an individual, select No and you ll be able to enter their details into the fields provided. Details of your customer s appointee must be entered exactly as they are shown on the award notice, otherwise the application will fail the eligibility checks. You can either search for the appointee s details using the search criteria, or enter the details manually if we don t already hold them.

29 Submitting the application 29 If the appointee is corporate, select Yes. You will be able to search for the corporate appointee by organisation name or post code. If the search finds a match, select it and click Next. If there s no matching result, you can manually enter the corporate appointee s details by clicking Create new corporate appointee.

30 30 Your Supply Guide 2018 Security question Entering an answer for the security question when prompted will allow the customer to retrieve their PIN if it s lost or forgotten. Please advise your customer or appointee to record this securely in case they need to use it at handover. Fraudulent maiden names Please remember, for security reasons, the answer must be submitted by your customer only. Under no circumstances should you provide an alternative or use a fictional name.

31 Submitting the application 31 Dealership details and Estimated Delivery Date At this point in the application, you will have the opportunity to review your dealer and vehicle details, and enter an Estimated Delivery Date (EDD). The EDD is the date you estimate the car will be ready for the customer and cannot be amended once the application has been submitted. A realistic EDD allows you to manage your customer s expectations. For New to Scheme customers the EDD is used to determine the Earliest Handover Date (EHD), which indicates the earliest date the customer s mobility allowance will be transferred to Motability. See p42. The EDD should be realistic and reflect: The manufacturer s lead time. The time required to prepare the car for handover, including fitting adaptations. When the agreement can start if the customer is renewing. Customer circumstances and availability. If your customer already has an agreement with Motability Operations Ltd, their current agreement end date will be shown. You will not be able to enter an EDD before this date, unless the customer is terminating their current agreement early. Drivers details The customer can have up to two drivers on their insurance policy. You ll need to select who will be the primary and secondary drivers. The driver details allow us to check the claims history and endorsements of all nominated drivers to assess their risk before providing insurance cover. It s important we have all the details of the vehicle, including adaptations and optional extras to provide full cover in the event of an accident. The customer is not automatically insured, so please add them as a driver if they wish to drive the car.

32 32 Your Supply Guide 2018 Additional drivers Customers can add a third driver to the insurance policy at an additional cost of 219 for the duration of the lease by contacting RSA Motability (RSAM) after handover. Please be aware that, when calling RSAM to make any changes to your policy, the drivers you wish to add or amend must be with you so that RSAM can get their permission and details. If you indicated that your customer is living at a residential care home or is receiving 24 hour care, you will be able to select the Open Insurance policy option. This will allow the customer to have multiple drivers on their policy. You won t be required to complete any of the driver s details, but you will need to fax a copy of the customer s proof of care to RSAM for the open policy request to be considered. You will find a guidance letter for open insurance in the Documents tab of the customer s application once it has been submitted. Please print this off and give to your customer so they can request a supporting letter from their care providers. Driver s licence For every driver being named on the policy, you will need to see their driving licence details before you submit the application. All proposed nominated drivers must provide evidence of their driving history.

33 Submitting the application 33 Nominated drivers All drivers must give their consent for Motability Operations Ltd to check their driving licence with DVLA to be considered as a driver on the Scheme. If a nominated driver is not present at the time of application, then a Nominated Driver Consent form must be completed by the driver and given to you so you can proceed with the application. The completed form must be sent to us at Application Support, Dealer Contact Services, Motability Operations Ltd, PO Box 311, Bristol BS16 0BB within seven days. You can download the form from the Document Library in Online Applications.

34 34 Your Supply Guide 2018 Nominated driver consent form adjustment: We have to provide DVLA with the original signed Nominated Driver Consent form for drivers who are not present at the point of application. A 100 adjustment will be applied to your quarterly Supply payment for an outstanding form. Endorsements If a driver has endorsements, you ll need to record these under the individual s driving licence details section. All endorsements will be checked and assessed against our driver acceptance criteria before letting you know if a driver has been accepted. Driver acceptance If a driver fails to meet our driver acceptance criteria, RSAM will not consider adding them to the insurance policy unless the relevant endorsements expire. It s important a customer confirms they are happy to accept the vehicle without the driver, who may not be able to drive the car for the duration of the lease. Claim You can enter the details of any accident or insurance claims made in the last five years under this section by clicking Enter a New Claim. Codes Part 12 of the driver s licence will identify the vehicle types that can be driven. Select the relevant codes listed on the licence. All drivers must be able to drive the transmission type for the car.

35 Submitting the application 35

36 36 Your Supply Guide 2018 Submit application Once you ve entered all the details, you will have a final opportunity to review and submit the application. Before you submit the application: Print a copy of this page by clicking the Printable version tab and review it with your customer to confirm all the details entered under each section are correct. If you do need to amend any details, click the Back button. Avoid unnecessary delays 35% of applications fail eligibility checks because details have been entered incorrectly. To avoid unnecessary delays, please check the details that have been entered with your customer before submitting the application.

37 Submitting Your Supply the application Guide When an application is submitted successfully, you ll be provided with the Customer Reference Number (CRN) and Agreement Reference Number (ARN) which can be used to track the progress of the application. Occasionally an application will not be accepted and the status will show as On Referral. You can find more information about a referral and the action you need to take by clicking the Current Actions tab and checking under Referral Reasons. A referral status indicates: Matters between Motability Operations Ltd and your customer are outstanding and need to be resolved. You ll be prompted to call our Dealer Contact Services team on We need to discuss your customer s circumstances in relation to our Scheme policy and our Dealer and Customer Support team will contact them to do this. Ending leases early If a customer is ending their current lease early, you will be prompted to complete a Vehicle Condition Description (VCD) and submit a vehicle image before you can successfully submit the application. For more information about the VCD, please see Your End of Contract Guide at motabilitydealer.co.uk

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39 39 4. APPLICATION STATUSES Application statuses 40 New status 41 Eligibility status 41 Pending status 42 Insurance status 44

40 40 Your Supply Guide 2018 Application statuses Once an application has been submitted successfully, it will go through a number of stages, some of which are automatic and others which will require action from you. To track your applications, click Search Applications and use of one of the search fields to retrieve the details. The Agreement Status column will show the application s current status. You can click on the customer s name to review the application and the latest details for each check being carried out. There are four main application statuses: New. Eligibility. Pending. Insurance.

41 Application statuses 41 New status You have started the application but not yet completed or been able to submit it for the eligibility checks. Eligibility status The application is being processed for the following checks: An award check is carried out to verify the customer is in receipt of an eligible allowance. The DVLA check verifies the licence held by the driver along with any endorsements to enable us to assess them against our driver acceptance criteria. The insurance check will review the drivers claims history and assess if insurance cover can be provided. If an application fails one of the eligibility checks, then it will not progress. In some situations, remedial action can be taken to resolve the eligibility failure. You can find more information about why an application has failed under the Current Actions tab. If the application is not able to proceed, it will need to be deleted. You ll receive a Dealer Alert once the eligibility checks are complete so you can progress with the application and order the vehicle from your manufacturer. Keep applications updated Applications at new and eligibility status that have not been updated in the last 30 days will be deleted from the system.

42 42 Your Supply Guide 2018 Pending status The eligibility checks have been carried out and successfully passed. It s important you update your customer to let them know their application has been accepted. We ll send them an acceptance letter with their PIN to use at handover and we ll send you a Motability Welcome Pack to give to them when they collect their new car. At this stage you ll need to order the vehicle from your manufacturer. Earliest Handover Date (EHD) A small percentage of applications, including all New to Scheme applications, will require an Earliest Handover Date (EHD). The EHD is important as it indicates the earliest date the customer s allowance will be transferred to Motability and the date the vehicle can be handed over. The Estimated Delivery Date (EDD) entered when you first submit the application is used to determine the EHD so it s important to enter a realistic EDD. You will receive the EHD as a Dealer Alert once the DWP has confirmed the date the customer s allowance will be held. You will not be able to handover the car until on or after the EHD. You can review the EHD for all new applications on the Current Actions page of the customer s application. In the unlikely event that you need to change the EHD, in the Current Actions page of the application, check Request earliest handover date. This will be actioned within 48 hours. Confirmed Delivery Date Once you ve ordered the vehicle and agreed the handover date with your customer, you will need to enter the Confirmed Delivery Date (CDD). This is the date that you plan to handover the customer s new car and take back their old vehicle if they are renewing. A CDD is required for all applications, even if it s the same as the Estimated Delivery Date (EDD). If an application has an Earliest Handover Date (EHD), you will not be allowed to handover the vehicle before this date. The CDD helps you to manage your customer s expectations for delivery of the vehicle. For renewing customers, it will trigger a lease extension to their current agreement until their new vehicle is ready for delivery, provided the current vehicle has a valid MOT. You can progress the application to insurance once you ve entered the CDD.

43 Application statuses 43 The four day rule You must enter the CDD at least four days (including weekends and bank holidays) in advance of the date you intend to handover the car. You can change the CDD outside of the four days without incurring an adjustment. Click: You enter the Confirmed Delivery Date into Online Applications. Car: The earliest date the new car can be handed over. MON TUES WEDS THURS FRI SAT SUN CLICK CAR Free passes We understand that you will occasionally need to make a last minute change to the CDD because of a change in your customer s situation. To accommodate this, we provide you with free passes which allow you to change the CDD within the four days without adjustment. You can view your used and remaining passes on your dealer dashboard at motabilitydealer.co.uk Free passes at end of quarter Free passes are processed once an application has gone live. If you use a free pass to handover a car in the last week of the quarter, the free pass may be taken from your next quarter s allowance once the agreement is live. CDD adjustment: If you ve entered an incorrect CDD or if you need to change the CDD within the four days and you ve exceeded your free passes, your Supply reward will be adjusted. Arranging the CDD To protect your reward, we recommend that you agree the CDD with your customer before it s entered to make sure the date is convenient. It s important that you stay in contact with your customer so you re aware of any changes that may affect the CDD.

44 44 Your Supply Guide 2018 Insurance status Before an application progresses to insurance status, we recommend you contact your customer to make sure there are no updates to their application. If changes are required, you can manage this on the Agreement Details page of the customer s application. You will no longer be able to amend an application once it reaches insurance status. Please check that all drivers who will be driving the vehicle are listed on the policy. This will safeguard your customer, their nominated drivers and your dealership from any potential insurance disputes and make sure the insurance database is updated correctly. To progress an application to insurance status, you will need to provide the following when entering the CDD: Registration number. Full chassis number (VIN). Proposed registration date. Radio code. Key code. Exact car colour. Manufacturer order number. At insurance status, the vehicle details and CDD are sent to RSAM to notify them of when the insurance needs to take effect. You can also register and tax the car, please see p54. Additional drivers If your customer wishes to add a driver who has not already been named and their application is at insurance status, they will need to contact RSAM 48 hours after the handover of their car.

45 Application statuses 45 You can print off the Insurance Cover Note and the Insurance Loss and Damage Protection Statement of Fact, ready to give to your customer when they collect their new car. You can find these in the Documents tab on the customer s application. Please make sure your customer reads through these documents before entering their PIN on handover day.

46 46 Your Supply Guide 2018

47 Your Supply Guide HANDOVER DAY Handover day 48 Renewing customer 49 Confirming handover 49 PIN entry 50 Failed handover 51

48 48 Your Supply Guide 2018 Handover Day The process for handing over a vehicle to your customer is an integral part of Motability Operations Ltd meeting its statutory obligations under the Consumer Credit Act As such, it s important that this process is followed for each and every handover. The key steps for a handover are: Conduct the handover on your premises. Check the car with your customer to make sure it s the one they ordered. Explain the controls, features and equipment. Make sure your customer understands that optional extras can be added. If added during the lease, they will also be responsible for the costs and need to ask Motability Operations Ltd for authorisation first. The customer will not be reimbursed for these even if they have to return the car early. Only permanently fitted (built in) standard equipment is covered by the Scheme insurance. Collect payment from your customer for additional costs if applicable, i.e. Advance Payment, optional extras and adaptations. Make sure your customer understands what a contract hire agreement is, is clear on the key features (particularly the financial implications of entering into it and that they will not own the car) and has read and understood the terms and conditions. Make sure the customer has picked a vehicle that suits both their mobility and financial needs. Confirm that the customer has received and understood all handover documents and pre-contract information. (These are detailed in the PIN entry and Application Submission screen in Online Applications.) Make sure the customer understands the insurance key facts and confirms their named drivers. Ensure the PIN is entered by your customer or their appointee. Provide the customer with the e-signed copy of the agreement, Insurance Cover Note and a Motability Welcome Pack. Check the car before processing the handover It s important that your customer checks and approves the vehicle before you process the handover through Online Applications and they enter their PIN.

49 Handover day 49 Renewing customer For a renewing customer, you ll need to confirm that they have returned their current vehicle before you can process the handover of the new vehicle. You ll need to do the following: Confirm correct vehicle is available for handback. Check vehicle description. Confirm vehicle mileage. Enter Vehicle Condition Description (VCD). As part of the End of Contract event, worth up to 100 to your dealership, we require you to submit an accurate handback VCD and vehicle image, to help us understand the condition of the vehicle prior to resale. For more information about this, please see Your End of Contract Guide at motabilitydealer.co.uk Once you ve completed the handback of the returning car, you ll be taken to the Confirm customer handover screen where you ll be able to process the handover of the new vehicle. Finding the VCD If your customer s current agreement has been extended, you may find you are not automatically prompted to complete a VCD. You will need to go to the Vehicle Handback tab and complete a VCD. Confirming handover Before handing over the car and asking the customer to enter their PIN, you will need to: Confirm all vehicle details are correct. Confirm actual delivery date and registration date. You should take your customer through the following handover documents: Insurance and Loss and Damage Protection Statement of Fact. Insurance Cover Note. Terms and Conditions.

50 50 Your Supply Guide 2018 PIN entry Once the customer has checked the car, you will need to take them through all the paperwork and read the Electronic Signature Declaration, as shown on the screen. The PIN serves as the customer s signature and acceptance of the terms and conditions of the agreement. If the customer has an appointee, they need to enter the PIN on their behalf. Under no circumstances must the PIN be entered by anyone other than the customer or appointee. Once they have entered their PIN, this will automatically e-sign the agreement and confirm the handover of the vehicle. Please print and give the e-signed copy of the agreement to the customer for their records. Legal agreement adjustment: The agreement will not be legally binding if: The car is not handed over on trade premises. The PIN is not entered or retrieved by either the customer or appointee. Forgotten PINs If your customer has lost their PIN, you can click retrieve PIN.

51 Your Supply Handover Guide 2018 day 51 Failed handover Occasionally, a vehicle you have ordered and registered cannot be handed over (for example, the wrong model has been ordered). In these situations, you will need to de-register the car with DVLA. To de-register a Motability vehicle, it must: Be registered to a Motability Scheme customer with a fleet code. Have been registered within the last seven days. Not be handed over and driven by the customer. You will need to send an application to DVLA using the V996 form within seven working days of first registration, quoting the registration number and Vehicle Identification Number (VIN). Please send the application to deregistrations@dvla.gsi.gov.uk or by post to Deregistration Team VC15A/MASET DVLA Swansea SA6 7JL. If a request is made outside of this timescale, you will not be able to de-register the vehicle. Once de-registered, the car can be sold onto a private customer or offered to another Motability Scheme customer. If a handover has failed due to circumstances outside of your control, please contact our Dealer Contact Services team on to discuss the potential options.

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53 53 6. REGISTERING AND TAXING THE CAR Registering and taxing the car 54 Tax exemptions 54 Registering the car via AFRL 54 Cars registered using a V55 56 Taxing a vehicle at first registration 56 Cherished plates 57

54 54 Your Supply Guide 2018 Registering and taxing the car When you handover a Motability Scheme car to your customer, it will already be taxed for the first year. Motability Operations Ltd will arrange for the car to be taxed each year throughout the lease (unless your customer has chosen to pay tax privately). Tax exemptions Customers eligible for the Scheme are entitled to tax exemption. This can only be used on one vehicle, preferably their Scheme car. It s important that you ask your customer if they would like to use their tax exemption on their Motability car. If your customer wishes to use their exemption on their Scheme car, please select tax class Disabled and advise them that subsequent tax will be arranged by Motability Operations Ltd and a confirmation letter will be sent to them each year. If your customer has used their exemption on another vehicle, it s important you advise them that they will be responsible for paying the 55 first registration fee for their Scheme car. They will also be responsible for arranging and paying the cost of the annual tax fee for the duration of the lease, for which they ll receive the V11 Tax reminder from the DVLA each year. Registering the car via AFRL Before registering your customer s car, it s important that you check whether your customer has a cherished plate that they would like to add to their new Motability Scheme car. Please see p57 for more information about cherished plates. When registering the vehicle using the Automated First Registration and Licensing (AFRL) system, we recommend you give the Confirmation of Registration from AFRL to the customer, as proof that the vehicle has been registered and taxed.

55 Registering and taxing the car 55 Please make sure the correct taxation class is selected, based on your customer s preference. This will save you paying 55 for the first registration fee if the vehicle is incorrectly registered as petrol or diesel and will also ensure your customer avoids encountering any problems due to their car being in the wrong class. If your customer has chosen to use their tax exemption on the Motability Scheme car, you don t need to pay the DVLA s first registration fee of 55. However, if they choose to pay for the tax on the car, the DVLA fee must be paid. If the car is in the Alternative Fuel category, please check with your customer if they wish to have their car taxed in this class or disabled class. Disabled class should be used unless they re using their exemption on another car. Always enter the Motability Operations Fleet code , regardless of which tax class you register the car under. This informs DVLA that the vehicle is on our fleet and the V5C and Vehicle Tax reminders will be sent to us so that we can tax the car annually. If your customer receives the V5C registration document from the DVLA in error, please ask them to call our Customer Services team on Registered Keeper details the vehicle must be registered in the correct name and address of the customer, unless they have an appointee. A vehicle must not be registered to a customer if they are under the age of 16 and you should use the appointee s name. The Motability Operations Ltd Head Office address must not be used, otherwise your customer will not receive their subsequent tax confirmations. If the address pre-populates to Motability Operations Ltd and you re unable to change this, please contact your manufacturer s AFRL helpline. If your manufacturer AFRL system asks for an exemption certificate number, enter our Fleet code. You may need to add 0 as a prefix to the certificate number. Before submitting the registration form: Please check with your customer that their name and address details are correct. We recommend that you print off and ask your customer to sign the AFRL confirmation to confirm that the details are accurate. If the car has been registered with the wrong address, please call our Dealer Contact Services team on Please check that both the registration on the vehicle s number plate and chassis number of the vehicle are correct. Whilst you can register the vehicle up to 14 days prior to handover, the registration date must be the same as the date you intend to handover the car. When prompted to enter the registration date in Online Applications, it s important that you submit the actual date from which the car is registered. Should you need to amend the CDD in Online Applications, please make sure you leave the registration date unchanged. Registration adjustments: - 50 You ll incur a 50 adjustment if any part of vehicle registration isn t completed correctly.

56 56 Your Supply Guide 2018 Cars registered using a V55 If you are using a V55 or V55/4 form to register the vehicle, we recommend that you send this by recorded delivery to DVLA. Please make sure you print off and include the Authority to Register and Licence a vehicle form, found in the Document Library in Online Applications, when submitting the paperwork to DVLA. You can handover the vehicle to your customer on or after the date of first registration, provided you have confirmation from DVLA that they have received the documentation. Vehicles registered on a manual V55/4 form (including cherished plate applications) should not be handed over to a customer until you have received confirmation from DVLA, or the vehicle and licence details are showing on the Vehicle Enquiry Service on vehicleenquiry.service.gov.uk Pre-registration adjustment: -3% Whilst we normally allow you to register a car up to 14 days before handover, this doesn t apply at year end or plate change. If a car is pre-registered, your MDP Supply reward will be adjusted by 3% of the basic price of the car. Cars with adaptations are excluded from this adjustment as adapted cars must be registered before any adaptations are fitted, in order to comply with Type Approval regulations. Taxing a vehicle at first registration A car registered in disabled class now benefits from the Date to End of Month function (DEOM) when registered for the first time. DEOM allows you to tax the vehicle for 12 months plus an additional one, two or three weeks. To help us reduce the number of times we need to tax the car during the lease, please select DEOM when it s available.

57 Registering and taxing the car 57 Cherished plates Scheme criteria Cherished plates must be for the benefit of our disabled customer. It s important that, when adding a plate to a customer s Motability Scheme car, you check and make sure that the plate meets the following criteria: The entitlement to use the cherished plate must be in the customer s name. The plate must represent the customer. A request for a cherished plate may be considered if it s in the name of the customer s spouse or parent if the child is under 17, provided they live with the customer. If at any point you are unsure about whether a plate meets our criteria or you have any concerns, please call our Dealer Contact Services on and we will check the plate for you. In the event that a plate is added and found to be unacceptable, it will need to be removed and your customer will be required to pay the 80 fee to DVLA to remove the plate. Removing a cherished plate The DVLA s online service gov.uk/keep-registration-number allows you or your customer to take a registration number off a vehicle instantly using information on the V5C. Your customer will be sent a letter from Motability Operations Ltd four weeks before the end of contract date advising them that they need to remove their cherished plate before they handback their car. The letter contains details from the V5C, including the 11 digit reference number which needs to be entered into the online system. You will also be sent a letter if your customer has a cherished plate, along with the V5C, with details about how to remove the plate through DVLA s online service. Once you ve received this letter, please contact your customer to discuss their intentions for their cherished plate. If you are asked to take the registration off for your customer, this can be completed online at gov.uk/keep-registration-number. Your customer will need to pay the 80 transaction fee by credit or debit card. Once completed, an age related registration number will be provided instantly on the summary page. You will also receive a confirmation with the ev948 attached. The ev948 allows you to make the age related plates for the customer. The costs of the plates are your customer s responsibility and they have three working days to display the correct number plate. DVLA will send out a V778 Retention Certificate to the customer within 3-5 working days. If your customer does want to add the cherished plate to their new Scheme car, you can enter the Retention Certificate number shown on the summary page onto AFRL. The V778 Retention Certificate can then be destroyed once received from the DVLA.

58 58 Your Supply Guide 2018 Adding a cherished plate if the car has not been registered on AFRL Before adding a cherished plate, it s important that you discuss the Scheme criteria with your customer and are satisfied that the plate meets these. If you are unsure about whether the plate meets our criteria, please call our Dealer Contact Services on or advise your customer to call our Customer Services team on A cherished plate can be removed and added to a customer s new Motability Scheme car on the same day. To make the process as efficient as possible for you and your customer, it s important that you discuss with your customer what their intentions are if they have a cherished plate before registering their new car. You can add a cherished plate through AFRL by entering the details found on the following supporting documentation: Renewing customer If your customer is renewing on the Scheme and you have taken their cherished plate off their current Scheme car at gov.uk/keep-registration-number, you can enter the Retention Certificate Number when registering the new vehicle on AFRL. This is given on the Summary page or on the confirmation . If your customer has already removed the cherished plate and has a V778 Retention Certificate, you can enter the certificate number when registering on AFRL. New to Scheme customer If your customer is new to the Scheme and would like to transfer a cherished plate from their private car to their Motability Scheme car, they will need to arrange to take off the registration at gov.uk/keep-registration-number and provide you with the Retention Certificate Number. Remember to check that the plate meets our Scheme criteria. Once satisfied, you can then enter this number when registering the Scheme car on AFRL. If a new to Scheme customer has a cherished plate on a Certificate, they will need to provide you with either their V778 Retention Certificate or a V750 Certificate of Entitlement. You can enter these certificate numbers onto AFRL. If you re unable to register the cherished plate on AFRL, you should register the car on an age-related plate and advise your customer to call our Customer Services team on two weeks after they take delivery of their car. We will then arrange with your customer to add their cherished plate. Adding a cherished plate if the car has already been registered If your customer asks you to add a cherished plate once their Scheme car has already been registered under an age-related plate, whether before handover or during the lease, please advise them to call our Customer Services team on so that we can arrange to add the plate. We reserve the right to refuse a cherished plate if it does not meet our Scheme criteria.

59 Your Supply Guide SUPPORTING YOU Additional support 61

60 60 Your Supply Guide 2018 Supporting you At Motability Operations Ltd, we re proud of the difference our dealers make. That s why we support you every step of the way in delivering our customers with outstanding service and earning your MDP rewards. motabilitydealer.co.uk We re continuously developing our range of tools to help provide you with knowledge about the Motability Scheme, build your disability confidence and give you everything you need to get our customers out on the road, worry-free. motabilitydealer.co.uk is your one-stop-shop for all things Motability. The site is bursting with useful resources, tips, advice and tools to build your confidence as a Motability dealer and help you provide our customers with the best service. Take a look today to find: Access to your Motability Partner Training Centre. All your dealer guides to help you with every step of your customer journey from getting started with Motability to processing your customer s car at the end of their lease. Up-to-date guidance and news about areas of the Scheme, including the latest on Personal Independence Payments (PIP). A huge range of our brand new Point of Sale marketing material to help generate awareness and understanding of the Scheme. A wealth of marketing and events guidance, tools and templates to help you bring customers through your doors. A range of short videos and animations to brush up on your Scheme knowledge and show to your customers to give them a quick introduction to our worry-free motoring package.