driving your vehicle
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- User locks account (after entering the wrong password 3 times)
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- The user will be sent an email asking them to follow a link. They will need to do so within 2 hours, or the link will expire and they will have to start again. On clicking the link, it will take them to the UNLOCK YOUR ACCOUNT page, where the answer to the user’s security question and a new password is needed.
In the unfortunate event of a breakdown call 0344 879 6000 opt 1.
Many new vehicles include a breakdown recovery service during their warranty period but the level of cover varies depending on the manufacturer. If the level of cover provided by the manufacturer is of the same standard available via Lex Autolease, our recovery agent will ask the manufacturer to respond to your breakdown. If your manufacturer's cover has expired or does not provide benefits equal to the Lex Autolease scheme, our recovery agent will make arrangements for Lex Autolease to respond.
The priority will be to repair the vehicle so that you can continue your journey with the minimum disruption. If a repair cannot be completed at the roadside, the vehicle will be recovered to the nearest Lex Autolease approved repairer supplier who will attend to the repairs.
If your vehicle cannot be repaired at the roadside or at a nearby garage supplier, the recovery agent will take you, your vehicle and your passengers home or to anywhere on the UK mainland. It is the driver's responsibility to collect the vehicle once repaired.
The above applies only where the customer has maintenance or AA cover without maintenance – non maintained vehicles are not covered.
This is dependent on both the type of warranty that applies to your vehicle, your contract type and also the provision from the manufacturer. If your vehicle contract includes relief vehicle provision as part of the agreement then a replacement vehicle will be made available for a maximum of 28 days. Please note this may not be a like-for-like vehicle.
If your vehicle does not include relief vehicle cover then it depends on the provision offered by the motor manufacturer. Manufacturer replacement vehicle cover is outside of our control and usually falls into three main categories:
- Manufacturer or dealer provides onward mobility – you would need to provide a credit card and driving licence prior to driving the vehicle.
- Manufacturers do not support any form of onward mobility – it is the customer's responsibility to arrange an alternative vehicle while repairs are being completed
- Manufacturers offer a value of support per day to help customers with their onward mobility costs. The value may not cover the full amount of the daily charge. The request for this type of support must be made before the customer incurs any costs as retrospective claims are not supported.
Upon delivery we would expect you to check the hire vehicle for any damage to ensure that there are no unexpected damage claim charges. Equally, when the vehicle is collected by the supplier, it is advisable to check the vehicle again to ensure that any damage sustained in your care is accurately recorded. Please note that you’re expected to refuel your relief vehicle before returning it to the supplier.
This will typically be a small hatchback-type vehicle, for example a Ford Fiesta, Volkswagen Polo or Vauxhall Corsa.
In business hours the expected waiting time for a relief vehicle is up to 2 hours. Delivery is not available outside of business hours, although it may be possible to make a vehicle available for collection from a rental branch.
Lex Autolease opening hours are 08:30–17:30 Monday to Friday and 08:30–12:30 on Saturdays. The two hour service level applies to booking made two hours before the end of working hours e.g. bookings must be made before 15:30 on week days. Vehicles are provided subject to availability.
Accident Services provides the following:
- Vehicle recovery and courtesy vehicle
If the vehicle cannot be driven, it will be taken to the nearest approved repairer or a secure storage area. If necessary, we can provide you with a hire vehicle which may incur additional costs to you. Alternatively, the repairer may provide a courtesy vehicle while your vehicle is being repaired.
- Incident Management
In the event of a road traffic collision, our specialists will assist with the completion of a report form and liaise with your insurers throughout the repair process.
- Quality repairs
Our Accident Services department uses a network of repairers throughout the UK which specialise in performing repairs quickly and to the highest standards.
You can manage your vehicle's needs with the Lex Autolease Driver Portal. The Driver Portal can be accessed from any internet-enabled device. You can choose a garage based on performance, location and availability at a time convenient to them with instant booking confirmation.
Collection and delivery of vehicles will be subject to availability and supplier location for a service or mechanical repair. Please give a minimum of 3 working days notice for the collect and delivery service.
Please ensure you give at least 5 working days notice to ensure a courtesy car will be available. When you collect your courtesy car your driving licence will be required along with your DVLA code. You can obtain your DVLA code here - you will need your driving licence number, your National Insurance number and the postcode on your driving license. Please note: Minor repairs such a replacement of a bulb, wiper blades will not qualify for collection and delivery or a courtesy car.
It is essential to service your vehicle in line with the manufacturer's handbook (supplied with the vehicle). Failure to do so could result in your company incurring extra costs for any damage as a result of missing a service. Please ensure that the dealer stamps and dates the service voucher book.
Any repairs required as a result of damage, theft, vandalism, driver neglect or misuse are not covered by any maintenance agreement and are rechargeable to the driver.
Please make sure that you are aware of the MOT certificate expiry date and allow adequate time for the inspection to be carried out.
MOT reminders are automatically sent out in line with the following timescales:
- 1st reminder – approx. 56 days before MOT expires
- 2nd reminder – approx. 30 days before MOT expires
- 3rd reminder – approx. 7 days before MOT expires
Depending on what's been agreed with your Fleet Contact, reminders may be sent via email or post. Please contact them for further details.
Should your vehicle fail the MOT, Lex Autolease would arrange authorisation of the failing components with the repairing garage. This ensures the vehicle is repaired and re-tested before being returned. Lex Autolease proactively monitor any vehicles that fail an MOT to ensure the vehicle is road legal.
N.B. If you are on Business Contract Hire, the failing components will require pre authorisation from your Fleet contact and Lex Autolease would need to seek authority. This does not apply to Personal Contract Hire/ Personal Contract Purchase customers.
Should you need to replace any of these items, call 0344 879 6000 opt 3 for tyres and glass; or opt 4 for other repairs. Your contract may also include a mobile fitting service for tyres and windscreens so your vehicle can be attended at your work or home address, or at an address convenient to you. N.B. Replacement glass will be chargeable.
If you have a problem with the mats or number plates supplied with your vehicle, please contact a Customer Service Representative in the first instance. Please note that these items will only be replaced free of charge if they are faulty (i.e. not damaged through accident), have been supplied by our supplier, or are covered under the 3 year warranty.
If you wish to add accessories to your vehicle after delivery, such as a tow bar, audio equipment, telephone kit, driving/fog lamps, body kits or modifications, you will need approval from both your company (if Business Contract Hire) and/ or Lex Autolease. All expenses for any changes made to your vehicle after delivery, including maintenance of these items, are your responsibility.
If you remove any accessories, we ask you to repair any damage that may have been caused by their fitment and ensure the vehicle is returned to us in its original condition.
Cleaning your vehicle regularly and checking oil and water levels as well as tyre pressures will help to keep your vehicle running efficiently. During winter, the appropriate amount of anti-freeze should be included in the cooling system.
You must take care not to drive your vehicle with tyres below the legal limit (this is a minimum tread depth of 1.6mm in a continuous band around the central three quarters of the tyre). You can put yourself and other road users at risk and both you and your company can be held liable for prosecution.
You should be aware that prosecution for illegal tyres will result in penalty points on your licence. We strongly recommend that you regularly check your tyres to make sure they conform to legal requirements.
- DIESEL PARTICULATE FILTERS
Although particulate filters are very effective in dramatically reducing the amount of particulates emitted from diesel vehicles, most filters need to burn the trapped particulates off fairly regularly, known as regeneration. This usually requires the vehicle to be driven at over 50mph for a short period of time. Therefore, we would recommend that diesel vehicles are more suited to high mileage motorway drive cycles with plug in vehicles being used for urban based driving.
- DRIVING LICENCE
It is a requirement that, at all times, you are the holder of a full and valid driving licence. As Best Practice, we recommend that you always have your licence with you while driving as it may be needed if you have to book a replacement vehicle.
- How much notice do I need to provide when requesting a rental vehicle?
Our minimum lead time requirement is 2 hours for a standard manual vehicle, and 4 hours should you need an automatic transmission vehicle. Specialist vehicles are subject to longer lead times based on availability. Please refer to our vehicle group’s guide for exact clarification.
- If I have a problem with my rental vehicle, who should I contact?
Should you need any advice or assistance with your reservation please contact our reservations team here at Lex Autolease on 0344 879 6666 at your earliest opportunity. If, however, you need urgent roadside assistance, our individual suppliers will provide an emergency contact number on the windscreen.
- What should I do if I have left any items in a rental vehicle that has now been returned?
Please contact us as soon as possible in order that we can address this with the supplying branch. We will endeavour to ensure any personal belongings are returned, however due to how quickly rental vehicles are turned around for the use of other customers, we cannot guarantee items will be retrieved by the branch. Please ensure the vehicle is emptied of personal belongings when off hired to avoid any disappointment.
If you're thinking of taking your vehicle abroad, please call our European travel line which is detailed on your Driver Card at least 2 weeks in advance of your trip and request a European travel pack. It will include details of our breakdown service in Europe, a VE103 document and a letter authorising you to take the vehicle outside of the UK.
When you call to request a travel pack, you'll be asked to provide the following information:
- Your vehicle registration number
- Exact dates the car will be out of the country
- Countries to be visited
Any maintenance costs incurred while the vehicle is out of the country are at your expense, however reimbursements will be considered at the scale of repair charges applicable in the UK. You will be required to produce receipts and translated invoices within 28 days of any expenditure being incurred.
Don't forget when travelling overseas it is recommended that you should take a touring kit of spare parts, a warning triangle and a first aid kit. In many countries these items are mandatory and must be supplied at your own expense. For further details of what is required in the country or countries you're visiting, please ask a representative by calling the European travel line.
Council Parking Fines
If a parking fine is received on a vehicle the driver has the timeframe specified on the ticket to respond to the notice and either pay or appeal the fine. If the ticket is ignored then the issuing authority will issue a Parking Charge Notice to Lex Autolease who will respond to the fine (depending on the customer's policy). Some parking fines will be captured by Automatic Number Plate Recognition (ANPR); these will come directly to Lex Autolease and will be responded to in accordance to the customer's policy. If you're unsure as to the terms of your policy please speak to a Customer Service Representative.
If the policy is to nominate we will transfer liability using the details as instructed. This could be to a private individual or a company address. The Parking Company will reissue the notice to the address provided by Lex Autolease and will reset all time scales to pay or appeal the charge. Any appeals can be made directly to the Parking Company.
If the Parking Company do not receive a response back regarding the reissued notice they will revert back to Lex Autolease, as the registered keeper, to obtain payment. Lex Autolease will settle the outstanding charge and then recharge this to the relevant customer account.
Where Lex Autolease are unable to transfer liability we will send the notice using the details as instructed. A covering letter with a copy of the charge will be provided along with our instruction that the charge will need to be paid or appealed. If after 28 days we are contacted by the Parking Company again to advise that the charge has not been paid and remains outstanding then, at that point, Lex Autolease will have no alternative but to pay the charge and recharge this to the relevant customer account.
It is the driver's responsibility to either pre-register or pay the daily charge when entering the Congestion Zone. If the vehicle is not registered, or the driver fails to pay on the day, then Transport for London will issue a Penalty Charge Notice to Lex Autolease. Due to a London by-law which prevents Lex Autolease being able to make representation against the offence, Congestion Charges have to be paid by the registered keepers. The fine will be paid and recharged to the customer. An administration fee may be charged depending on the customer's policy with Lex Autolease. If the customer wishes to appeal the fine they can do so directly with Transport for London.
Speeding offences (Notice of Intended Prosecution) will be sent directly to Lex Autolease in order to make a nomination back to the police with the customer's details. An administration fee for doing this may be charged in accordance with the customer's policy. Once the customer receives this notice, if they are not the driver, they should respond to the police with the correct driver details.
Please note that speeding offences cannot be passed to a third party and you MUST respond directly to the police. Once the speeding notice has reached the correct driver, the driver should complete the documentation where specified and send this back to the police. The police will then make them aware of any license endorsements, fines or speed awareness courses as a result of the speeding offence.