YOUR STEP BY STEP GUIDE TO GRANTS ONLINE.

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1 FOR DEALER USE ONLY Online Resource YOUR STEP BY STEP GUIDE TO GRANTS ONLINE. Version 2.0

2 2 Your Step by Step Guide to Grants Online Contents 1. Step by step guide p 3 Overview 4 Before starting the application 5 Starting the application 6 2. Supporting you p 11 If you have any questions, please contact our Dealer Contact Services team on

3 Contents 3 1. STEP BY STEP GUIDE Overview 4 Before starting the application 5 Starting the application 6

4 4 Your Step by Step Guide to Grants Online Overview Motability Operations Ltd exists to provide worry-free mobility for all customers who choose to join the Scheme. To do this we work in partnership with you to provide our mutual customers with the service and support they need throughout their lease. Motability, as a national charity, may be able to provide financial help, otherwise known as a grant, to Scheme customers who would otherwise struggle to afford the Motability solution they need. Grants can help customers with the cost of Advance Payments, Wheelchair Accessible Vehicles and adaptations as well as help with the cost of driving lessons. This guide aims to provide Motability Specialists with the information needed to process a customer s approved grant. The guide is intended to be used alongside our Motability Specialist training programmes which are designed to ensure you treat customers fairly and support you in providing excellent service to your Motability Scheme customers. Only trained 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 Services team on or register at motabilitydealer.co.uk

5 Step by step guide 5 Before starting the application Once a customer has had confirmation of a grant by Motability they will be sent a dealer guidelines letter and a customer offer letter. A grant application can only be submitted if you have seen the letters and discussed the options with the customer. If you have any questions with regards to the grant, please contact the Motability Grants Team on (Option 2) Help with adapting 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.

6 6 Your Step by Step Guide to Grants Online Starting the application 1. When the customer is ready to apply for a car, you must submit an application using Online Applications. 2. For full details on submitting an application, please refer to Your Supply Guide which can be found in the Document Library at motabilitydealer.co.uk 3. On the preliminary questions screen you ll find the question Is the applicant in receipt of a grant from Motability? you should select YES to continue with the grant funded application. 4. From here click Start application. You ll then be asked Are you sure that the customer has an approved grant from Motability and is in receipt of their offer letter please select OK in order to proceed. The right level of contribution If a customer contribution is required this will be found within the dealer guidelines letter. The total amount due from the customer must be equal to or exceed the amount stated.

7 Step by step guide 7 If you indicate your customer has been awarded a grant, you will 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 are ever in doubt please contact the Grants team at Motability on (Option 2) for advice. 5. You ll be asked to confirm that the vehicle, adaptation and dealer option grant amounts are entered correctly and match what has been specified in the customer offer letter. Please select YES to proceed. Check, then check again Motability reserve the right to cancel an agreement if the grant details are incorrect.

8 8 Your Step by Step Guide to Grants Online 6. Once you have completed the preliminary questions, select the required vehicle from the vehicle group specified in the offer letter. It s important that a vehicle from the right category is chosen to avoid delays or the possibility of the application being cancelled. To view all vehicles in the approved group, click on Vehicle catalogue search, then click View next to advanced search in the top right hand corner. You can then select the required vehicle group. 7. Once a vehicle has been selected, the grant will be displayed on screen along with any outstanding amount that may be due from the customer e.g. Advance Payment minus grant amount. If the required vehicle has a higher AP than the grant amount, the customer should pay you the outstanding balance at handover. Finding the right fitter In some cases the dealer guidelines letter may ask that you select a specific adaptation fitter. In these cases please select the adaptations filter specified by the Grants Team.

9 Step by step guide 9 8. There are two types of adaptations offered; Motability Managed Adaptations Includes installation, maintenance and a three year warranty. Only available to a customer at the start of an application. Adaptations must be ordered from the installer specified in the offer letter if one has been named. The cost of the adaptation, the grant amount and the total to be paid to you will be displayed. Grants Managed Adaptations These are adaptations that are not available on the Motability adaptation programme but which are ordered and paid for in full by Motability Grants. These are managed by Motability Grants. Please do NOT request these adaptations as new Motability Managed Adaptations.

10 10 Your Step by Step Guide to Grants Online 9. Once you have entered the grant and vehicle details, you will need to complete the remainder of the application in the standard way. A summary of the grant details will be provided on the summary screen prior to submitting the application. 10. Once the application has been submitted, the standard eligibility checks will apply and notification will be sent to Motability to inform them that the customer has redeemed their grant. 11. Motability will then check that the application has been processed in line with the offer letters. They will request cancellation of an application if the grant details, vehicle, adaptation or options selected are incorrect. In the event of a cancellation, Motability will notify the dealer, customer and Motability Operations. 12. When you handover the vehicle a total amount due from the customer will be displayed on screen. This amount will reflect any grant that has been provided. If you need any help with processing a grant application online, please contact our Dealer Contact Services team on

11 2. SUPPORTING YOU 11

12 12 Your Step by Step Guide to Grants Online Supporting you To support you in understanding our systems, maximising your potential MDP rewards and delivering excellent customer service, we ve developed a range of support tools to help clarify any areas of our systems, the Motability Scheme or your performance that you re unclear on. motabilitydealer.co.uk motabilitydealer.co.uk is your one-stop-shop as a dealer partner with all your guides, urgent updates, marketing support, advice and Point of Sale material, as well as links to the Partner Training Centre and other relevant sites. Visit today to find: The Tools and Support page of the Partner Training Centre is a good starting point for finding out more about the resources available to you. The Resource Library at motabilitydealer.co.uk contains all the guides you ll need as a Motability dealer, available to view online or download and print. Bespoke Group reporting tools have been developed, detailing your performance across key measures. To view your Group report, go to motabilitydealer.co.uk and click Dealerships, Performance and then Group Reports. Our Dealer Contact Services team is on hand to support you with any problems or queries on

13 Supporting you 13 Access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk

14 You can access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk Motability Operations Dealer Services Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Tel: (Lines open 8.30am 5.30pm Mon Fri) Fax: motabilitydealer.co.uk RAC Motability Assist Customer Services Thomas Street, Stretford Manchester M32 0HX Tel: Tel: Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Tel: (Lines open 8.30am 5.30pm Mon Fri) mfldirect.co.uk Epyx 1link Tel: link.co.uk Glass Repair/Replacement Managed by RSAM Tel: RSA Motability (RSAM) Customer Services PO Box 4, New Hall Place Old Hall Street Liverpool L69 3SD Tel: (Vehicle lines open 8am 8pm Mon Fri and 8am 4pm Sat) motability.co.uk/insurance