When and how to book a service or MOT (if you’re based in Great Britain)
A message will appear on the dashboard of your EV when a service is required, and we’ll be in touch with reminders to prompt you to book too. MOT tests are due three years after the vehicle is registered. We’ll also get in touch via email to remind you to complete your MOT.
For servicing, it’s best to follow your manufacturer's guidelines (you can usually find this in your vehicle handbook).
If you have our maintenance package included with your vehicle, then getting your service or MOT booked couldn’t be easier. Our partner, Fleet Assist, will find a booking for you at a local dealership, on a day that suits you.
You can either book online or call our Driverline on 020 3322 2601 (Option 1 and then Option 5). You’ll need to provide your registration number to book. If your MOT is due during busy periods e.g. summer holidays or mid-winter it’s worth organising your appointment in advance as garage availability may be limited.
If you don’t have maintenance included, you’ll need to arrange this yourself.
I’m based in Northern Ireland, what do I need to know about MOTs?
We’ll be in touch when it’s time for your EV’s MOT to arrange an appointment.
Non-urgent repairs
Noticed an amber warning light or message on your dashboard or something isn’t working quite as it should? If your EV is still drivable, our partner, Fleet Assist, can help.
You can either book online or call our Driverline on 020 3322 2601 (Option 1 and then Option 5). You’ll need to provide your registration number to book. If you don’t have maintenance included, you’ll need to arrange this yourself.
If you have a salary sacrifice or business contract hire contract and your EV breaks down on the road, or has a more urgent fault with the vehicle (e.g. red warning light), then please call through to breakdown assistance on our Driverline (Option 1 and then Option 2).
For Intelligent EV contracts, please contact your insurance and/or breakdown provider instead.
How do I know if my car is drivable?
A drivable car starts and moves under its own power, shows no critical safety concerns, and has no warning messages advising against continued operation.
Your car is still drivable if:
It has issues with convenience systems (e.g., driver assistance systems such as automatic emergency braking, parking assist, infotainment, climate control, minor software bugs, non-critical warning lights).
It has a windscreen crack (not obscuring your view), ABS malfunction, suspension issues, or performance issues where it remains functional above 35mph.
We recommend booking an appointment for these at your earliest convenience.
Your car is undrivable if: it cannot be operated safely due to warrantable manufacturing defects or an ongoing insurance claim. Critical safety concerns include:
Reduced braking systems - not including automatic emergency breaking
Loss of steering control
Driver's airbag issues
Max speed below 60mph
Smell of an electrical fire or smoke
Severe vibration at high speeds (40-70mph)
Warning messages advising to stop driving immediately.
My car is in the garage, when should I expect an update?
This can vary depending on the vehicle manufacturer. If necessary and if available, the manufacturer should provide a courtesy car for a couple of days to allow the garage to do an initial diagnosis. Make sure to let the garage know if you need a courtesy vehicle as early as possible so they can arrange one.
For updates on your vehicle please call the garage directly for an update. If you have any difficulty getting updates from the garage we’re here to help, please call our Driverline on 020 3322 2601 (option 2). Please note: repair times may vary depending on the type of repairs needed, vehicle make, model and garage.
How does the recall process work?
Occasionally, vehicles need to be recalled to complete essential works to ensure the car is operating effectively. We will email you if your vehicle is included in a recall event and include instructions on how to book an appointment with your local garage. If the recall is safety related we’ll reach out to coordinate booking in and getting support with the manufacturer.
If you need support staying mobile while your vehicle is in the garage, please let the garage know at the time of booking and they’ll provide a courtesy car if available. If none are available, please get in touch with us.
How does the total loss process work?
A total loss may happen if you've been involved in a serious accident, or your vehicle has been stolen, and the outcome of the investigation may be that your vehicle is written off. This outcome happens when the vehicle isn’t repairable or recoverable.
If you have insurance included
Any decision to write the vehicle off will be made by the insurance company. Once they've made a total loss decision, we will settle the contract and terminate the lease and collect any courtesy cars (find out more about staying mobile).
If you would like to order a new vehicle with us, you can do so from this date. We aren’t able to order a new vehicle for you before this decision is made, as there’s the chance the vehicle will be repairable.
If you insurance isn't included
You'll need to follow your insurance provider's process. Please note timelines on decisions can vary depending on the insurance company.