Frequently Asked Questions
Choosing a Wheelchair Accessible Vehicle
Are the home demonstrations free?
Yes. We provide free no obligation home demonstrations nationwide. Our Sales Team have unrivalled experience at advising customers on the right vehicle for their individual circumstances. We do not give a pushy sell, just friendly and professional advice.
Would it be cheaper to buy the vehicle direct from a dealer and you just convert the vehicle for us?
No. Due to the volume of vehicles we buy each year, we receive fleet discounts from the manufacturers we work with which means we can offer you a better price selling the vehicle and the conversion together.
How do I request a brochure?
All our brochures are available to review online by selecting the vehicle you are interested in and then clicking on the 'Download PDF Brochure' button. If you want to receive a postal copy, please call 01924 442386 or complete the online enquiry form by clicking here.
Do you have a showroom that I can visit?
We do not have a showroom facility but viewing can be arranged by appointment of our demonstrator fleet of New vehicles, or our range of Used vehicles, at our Widnes location. Please call 01924 442386 to make an appointment.
Paying for your Wheelchair Accessible Vehicle
Are Wheelchair Accessible Vehicles available on the Motability Scheme?
Yes. Our customers will either purchase their vehicle or lease their vehicle on the Motability Scheme. New Wheelchair Accessible Vehicles are available on a five year lease and Nearly New vehicles on a three year lease. Further details can be found at www.motability.co.uk.
Can I apply for assistance with the Advance Payment on Motability?
Motability, as a national charity, may be able to provide financial help, otherwise known as a ‘grant’, to customers who would otherwise struggle to afford the mobility solution they need. A significant portion of the money they use comes from charity fundraising and, as a result, funding is limited.
To ensure the limited funds go only to those in most need, Motability means-test all applications and any help they give can only be towards the most affordable solution. For more information, go to www.motability.co.uk
Do you offer Finance?
To obtain a finance quotation, please discuss with your Bristol Street Versa Sales Executive. A full written quotation can be provided upon request.
Motability Nearly New Scheme
How does the Motability Nearly New scheme work?
Each Nearly New WAV is no more than two and a half years old, has low mileage, and offers a more affordable way to lease a wheelchair accessible vehicle (WAV) but with the peace of mind offered by the Motability lease package. Unlike new WAVs which are available on a five year lease, Nearly New WAVs are available on a three year lease at a lower Advance Payment than the equivalent new WAV. Many customers prefer a Nearly New due to the shorter lease length and quicker delivery times.
To find out our current stock of Nearly New vehicles, please click here.
Do I get all the benefits of Motability cover with a Nearly New vehicle - such as servicing and maintenance?
A Nearly New vehicle on Motability gets exactly the same benefits as a new vehicle.
Using your Wheelchair Accessible Vehicle
How will I know how to use my Wheelchair Accessible Vehicle
When we first bring a vehicle to show you, our Sales Executive will take as long as is necessary to explain all aspects of the vehicle and the conversion to you. Subsequently when the vehicle is delivered to you, the Delivery Driver will provide a thorough refresher on the vehicle’s primary controls, how to use the lift or ramp for wheelchair access, how to safely secure the wheelchair and wheelchair occupant and how to use any other items you have chosen to be fitted to the vehicle. We will also provide fact sheets in your delivery pack.
If following delivery you have any questions, you can refer to the relevant Product Guides by clicking here or call us on 01924 442386 to speak to our Customer Service Team.
Warranty & Service
If I purchase a vehicle from you, how do I get the vehicle repaired or if something goes wrong with the conversion what would I do?
If you do encounter any problems with your vehicle, we want you to know who to ask for help. We have provided a quick guide below.
My vehicle has a problem with …
Engine, gearbox, brakes, exhaust*, head/tail lights, fuel tank*, stereo, air conditioning, seats and seatbelts†:
Contact your nearest franchise dealer
* For lowered floor vehicles or vehicles with an underfloor lift, exhausts and fuel tanks are changed as part of the vehicle conversion and so you should contact us and not the dealer
† Many conversions have seats installed by us as well as the original manufacturer’s seats.
Franchise dealers will not be able to help with the additional seating.
Lift, ramp, winch, lowering suspension, step, any other conversion item:
Contact Bristol Street Versa on 01924 442386 or e-mail [email protected]
Do I get a warranty if I purchase a used WAV?
We offer a free 12 month warranty on all our Used vehicles and our customers have the option to buy extended warranties covering 24 or 36 months. The warranty we provide covers the base vehicle and the conversion. Depending on the age of the vehicle, there may be more than 12 months left to run on the original manufacturer’s warranty. The warranty we offer is subject to three main requirements:
- Understand which parts of your vehicle conversion need to be maintained and have them serviced regularly
- Provide us with the information we reasonably require in order to decide if a claim is valid under the terms of our warranty
- Make any claim promptly
The full terms and conditions for Maintaining your Warranty are available on request.
How do I report a mistake, broken link or technical fault on the Bristol Street Motors website?
If you come across any issues/faults when browsing our site please let us know by sending an email [email protected] or alternatively filling out the form located on the contact us page, ensuring you select feedback from the dropdown list.
Understanding the Motability Scheme
How do I order my car?
Once you have decided which vehicle is right for you, our Motability Specialist will complete your order with you and we will enter your details onto the simple online system. Motability will then send you an acceptance letter containing your Personal Identification Number - remember to keep this safe as you will need it when we deliver your vehicle.
Am I eligible for a Motability vehicle?
If you receive either the Higher Rate Mobility Component of Disability Living Allowance, the Enhanced Rate of the Mobility Component of Personal Independence Payment, the War Pensioners’ Mobility Supplement or the Armed Forces Independence Payment you may be eligible to join the Motability Scheme.
To lease a car through Motability, you must have at least 12 months’ award length remaining.
Do I have to use all of my allowance?
A range of nearly 200 cars on the Scheme cost less than your mobility allowance, meaning the remainder will be paid directly to you by the Department of Work and Pensions. These cars are available to lease at a fixed weekly amount for the whole of your agreement and any increases in your allowance that the Department of Work and Pensions makes will be paid directly to you. This is however less applicable to wheelchair accessible vehicles which typically have a higher Advance Payment.
I’m over 65 can I join the scheme?
You can apply to join the Motability Scheme if you are aged 65 and over and you receive one of the following allowances; Enhanced Rate of the Mobility Component of Personal Independence Payment, Higher Rate Mobility Component of Disability Living Allowance, War Pensioners’ Mobility Supplement, Armed Forces Independence Payment.
You must have at least 12 months remaining on your allowance when you join the Scheme. Unfortunately, the Attendance Allowance cannot be used to lease a car through Motability.
What documents do I need to join the scheme?
When it comes to placing an order, you will need your Certificate of Entitlement (this is a letter from your benefits agency) to prove you are in receipt of the allowance, a recent utility bill to prove your address (i.e. gas/ electricity/ water bill, bank statement) plus anyone who will be on the insurance needs to provide a copy of their driving license and complete a Driver Consent Form. Your Motability Specialist will be able to provide a Driver Consent Form and will arrange for the online application to be completed for you.
Will you take my car as part exchange?
It is possible for a new customer starting a lease with Motability to trade-in a vehicle. This must be discussed and arranged with the supplying Motability dealer. Trading in your privately owned car does offer you the convenience of being able to keep your current car until your new Motability car is ready for collection, as well as removing the hassle of trying to sell your car privately.
Can I get help towards the Advance Payment and adaptations if required?
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 mobility solution they need.
This help includes grants towards Advance Payments for cars, Wheelchair Accessible Vehicles, driving lessons and adaptations.
Motability means-test all applications and any help given can only be towards the most affordable solution to help you cope with your mobility needs. This means that if you are successful in your application, you will not necessarily receive help towards your preferred solution if a better value alternative is available on the Scheme.
When do I need to pay the Advance Payment?
The amount is payable in one lump sum to your Motability Dealer either before or on the day your new car is delivered. In some cases, according to individual dealership policies, your dealer may ask for a deposit to be paid when you are ordering your new car. Any deposit paid will be deducted from the Advance Payment you need to pay when your car is delivered.
Do I own the car at the end of the Scheme?
No, as you are on a leasing scheme, ownership of the vehicle remains with Motability Operations.
At the end of your agreement you can either lease another car through the Motability Scheme, keep your current car longer by extending your lease or return your car and have your allowance reinstated.
How long will it take to get my car?
The time taken to get a new car can vary depending on manufacturers and the model you have ordered. You should ask your Motability Specialist the expected/estimated delivery times when making the application and remain in contact with them until the delivery date. Your dealer should also let you know if there are any delays to your new vehicle being delivered. Events around the world, outside of the manufacturer's control, can occasionally affect estimated delivery times. If you currently have a car on the Motability Scheme, you will not be able to collect your new car until on or after the end date of your current agreement.
How many drivers am I allowed?
Up to two named drivers are included in the Scheme – these can be yourself, friends, family or carers. A third driver can also be added for an additional cost. All proposed drivers are subject to Motability’s policies on who can drive your car and must also meet RSA Motability’s eligibility criteria regardless of whether they are added at application or during your lease. Only drivers listed as permitted drivers on the Certificate of Motor Insurance are insured to drive your Motability car.
Who can drive the car?
Named drivers should live within five miles of the disabled customer’s address. Although Motability will consider requests to include drivers outside of this range where this is essential to support the customer’s mobility needs.
Drivers under 25 are restricted to cars with an ABI Insurance Group 16 or lower and with a power output of 115 brakehorse power (BHP) or less (this does not apply to Wheelchair Accessible Vehicles). It is therefore important to consider whether you will require a driver aged under 25 during your lease before you choose your car. For more information on which cars are suitable speak to your Motability Specialist.
Only one named driver under 21 is permitted, this could be the disabled customer, or another driver living at the same address.
Only accepted drivers who have a legally valid driving licence are allowed on the Scheme. Drivers with a non-UK driving licence will be subject to additional checks.
Only drivers named under the permitted drivers section of your Certificate of Motor Insurance are covered to drive your car.
I don’t drive, can a friend or relative drive for me?
Yes. Named drivers should live within five miles of the disabled customer’s address. Although Motability will consider requests to include drivers outside of this range where this is essential to support the customer’s mobility needs.
Can I get a Motability car with a provisional licence?
If you are eligible to join the Motability Scheme you can learn to drive in your Motability car at the age of 16. Any other drivers with provisional licences must be over 21 if you want them to drive your car, you can only have one learner driver on your Certificate of Motor Insurance at any one time. You may also be able to get financial help towards the cost of your driving lessons.
Do I have to bring the car in for a service/ MOT myself?
This may not be necessary, if you give your local dealership sufficient notice and live within their collection and delivery boundaries, they may collect and bring back your car after service. Alternatively, again with sufficient notice, they should be able to offer you a suitable courtesy car for your use whilst your car is being worked on.
How do I find out what adaptations are available?
If you require adaptations to help make driving, or travelling, easier or more comfortable, you’ll be pleased to know that many of the most popular adaptations are available at no additional cost when fitted at the start of your lease. Your Motability Specialist will be able to advise you, and put you in touch with your local adaptations installer. The Motability website has useful adaptations films that show how adaptations can make a difference to your motoring experience and are divided into three categories – driving controls, stowage and access.
What happens if my car needs repairs?
If you suspect that your vehicle needs mechanical repairs, contact your local Motability dealer as soon as possible. Repairs and servicing that are required due to everyday use will be covered at no cost to you (except if there is evidence of neglect or misuse). If you drive a Wheelchair Accessible Vehicle and suspect that the conversion needs mechanical repair, contact your vehicle supplier.
The RSA Motability loss and damage insurance policy only covers non cosmetic repairs (those affecting the safe and normal operation of the product). If you opt to repair cosmetic damage this will need to be done at your own cost.
End of Scheme
Do I get my Advance Payment back?
If you have chosen a car with an Advance Payment, it will need to be paid in full to your dealer either before or on the day your new car is delivered. This is a non-refundable upfront payment (not a deposit).
What happens at the end of the contract?
You can order your next car three months before the end of your lease but it's a good idea to start thinking about your next vehicle a few months before. Motability will send you a copy of ‘A guide to leasing your next car’ to help you through the final stages of your agreement. It contains information about the renewal process and includes a 'countdown checklist', answers to frequently asked questions and an update on what's changed since you last applied for your Motability car. They will also send you a copy of the current Car Price Guide.
Your Motability Specialist will also be in contact and will be happy to arrange a test drive and answer any questions you have relating to the renewal. Once you have made your decision, they will complete the online order for you.
Where necessary, your Motability Specialist may be able to arrange a short term extension to your current lease.