Motability: How UK's largest fleet tackles the big issues

Grappling with the transition to electric, vehicle supply shortages and rising prices? Spare a thought for Andrew Miller (pictured).

Chief executive at Motability Operations for the past 20 months, he oversees the biggest fleet in the UK, purchasing, converting and disposing of more than 630,000 vehicles.

Motability Operations accounts for 12% of annual new car registrations and is the country’s highest spender in the conversion and repair markets, as well as being one of its biggest insurers. Fleet issues are multiplied exponentially at this scale.

For more than 40 years, the organisation has managed the Motability Scheme on behalf of charity Motability, which is both customer and regulator. The relationship is founded on fleet dynamics and a customer service proposition, with Miller counting both the charity and the car drivers as his customers.

“My most important goal is to carry on doing what we’ve always done and that’s to provide amazing customer service,” Miller says on a Teams call with Fleet News.

The Motability proposition is to offer eligible drivers a complete bundled service which covers the car, insurance, breakdown, home charger if required, maintenance and repair, tyres and the car adaptations. It also supports individuals if new circumstances mean they need to change or amend their car.

“It’s a huge remit of services and we’ve got to make sure they are all still relevant,” Miller says.