We’re here to provide our customers access to affordable, worry-free mobility.

Motability Operations was established in 1978 to deliver the Motability Scheme, under contract to Motability the national charity (which is responsible for oversight of the Scheme). We provide mobility to almost 635,000 customers with a wide range of different disabilities, providing an opportunity to achieve freedom and independence.

As we do not pay shareholder dividends we can focus purely on delivering for our customers, with profits available for reinvestment to support their current and future needs. In addition we may also donate to Motability (the Charity) supporting their broader aim to enhance the lives of disabled people with transportation solutions.

Highlights 2020

£150m

Reported profit after tax

A1/A

Credit rating with stable outlooks

97%

Overall customer satisfaction (independently measured)

91%

Customer renewal rate at the end of a lease

96%

Employee engagement: 11pts higher than the ’High Performing Organisations’ benchmark (independently measured)

299

Minimum number of models available to the customer throughout the year costing no more than the allowance

Leadership statements

Protecting our customers and people

Photo of Rt. Hon Sir Stephen O’Brien KBE
A strong performance and support for customers during a uniquely difficult year. Rt. Hon Sir Stephen O’Brien KBEChairman

Putting customers first

Matthew Hamilton-James
We have continued to focus on delivering great service to our customers. Matthew Hamilton-JamesInterim CEO

Focused on our stakeholders

Our objectives underpin the core Scheme proposition, ensuring that through our people and our partners, we meet the needs of today’s and tomorrow’s customers.

No matter what, supporting our customers is our number one priority. This clear purpose underpinned our response to the Covid-19 pandemic to support customers, employees and the Scheme proposition.

Focused on our stakeholders

How we add value and deliver for...

Our Customers

Our customers

Our People

Our people

Our Partners

Our partners

How we deliver and protect the Scheme

We provide mobility to 635,000 customers, all of whom are in receipt of the Government’s mobility allowance. Through integration of manufacturers, dealers and other suppliers, we deliver customers with worry-free, affordable mobility to meet their individual needs.

As operators of the Motability Scheme, we bear a number of significant risks which could, if not carefully managed, undermine the long-term sustainability of the customer proposition.

Empowering our employees

Our strategic framework

Our values help us deliver our strategy.

Our values

Our values are central to delivering and meeting the needs and expectations of our customers. We embrace diversity, which enables us to have a wide variety of approaches and perspectives, enhancing performance and creating value for customers.

Our strategy

In order to ensure that our activity delivers outstanding value to customers, we have defined four strategic ‘pillars’. These set out a clear framework within which we align our business objectives, strategic initiatives, performance targets and business planning. Our people, positioning principles, culture and values form the bedrock to deliver these objectives.

Select a Strategic Pillar to find out more:

Annual Report 2020