Motability Scheme Commits to Listening

The Motability Scheme is creating new opportunities for disabled people, their families and carers to share what matters to them next year.

The plans follow a recent commitment made by Motability Operations CEO, Andrew Miller, directly to customers in which he said the organisation would keep listening, keep learning and keep evolving the Scheme.

“As the world continues to change around us, we want customers to have a real voice in the Scheme’s future,” said Andrew.

“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.”

As part of the programme, the Scheme plans to introduce customer town halls each quarter across the UK in 2027, creating more opportunities for those running the Scheme to hear directly from customers.

Customers taking part will be able to help decide the issues discussed, creating opportunities to talk not only about the Scheme and its services, but about wider issues impacting their lives and mobility. Their experiences will help inform how the Scheme develops in the future.

The town halls will build on face-to-face engagement already taking place between customers and those running the Motability Scheme. 

Next month a focus group will take place at Motability Scheme Live in Edinburgh, providing another opportunity to hear directly from customers.

This work builds on the Scheme’s ongoing listening programme, with customers sharing their experiences every day through surveys, research and conversations with the Scheme.

Customer insight also helps the Scheme make sure disabled people’s experiences are heard externally. Through its EV Transition Tracker, the Motability Scheme hears from customers about their experiences of the transition to electric vehicles and the barriers they face.

These insights inform its work with government and industry stakeholders, helping to ensure disabled customers aren’t left behind as the UK moves away from petrol and diesel vehicles.

Customers will also soon be invited to register their interest in joining Headlight - the Scheme’s customer research community, which brings together around 6,000 customers to share their experiences and help shape the Scheme.

Alongside the new town halls and face-to-face sessions, Headlight provides another way for customers, their families and carers to share their priorities as the Scheme continues to evolve.

Together, the different opportunities are designed to give customers more ways to share their feedback and experiences, helping to shape the Scheme as it looks to the future.

To find out more visit https://www.motability.co.uk/