Help and Support

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you or your business so, we’ve put in place some additional support and information to help.

In light of the latest Government announcement, we are working hard to prioritise essential services to ensure that we can meet the needs of the customers most severely impacted by coronavirus. Our key priorities are to keep essential workers mobile and to support customers in need of a payment deferral. If your call is not of this nature we would appreciate you waiting to call us and we will provide more updates and support here as soon as possible.

Please see below the answers to a number of common questions that customers are facing at this time:

Frequently asked questions

If you are a personal contract hire customer or a business with a fleet size of 20 or below and would like to defer your rentals for up to 3 months, please visit our secure online portal . You can apply for a Payment Holiday online to defer your rentals and we will let you know whether your request has been accepted.

If you do need to speak to us please call 0800 389 3690 and select Option 5 for Credit Control. Due to the high volumes of calls and emails we are currently experiencing, our call waiting and response times are longer than normal.

Larger Fleets

If you have a fleet size of more than 20 vehicles please contact your Account Manager directly to discuss the options available.​​​​​​​

The Transport Secretary has confirmed a 6 month exemption from MOT testing for all cars, vans and motorcycles that have an MOT due after 30 March 2020.

If your vehicle's MOT was due before this date the MOT must still be arranged. Please contact your local Kwikfit ( directly to book an appointment if you have a maintained contract. You should check the circumstances for which you can drive your vehicle if the MOT expired prior to 30th March.  

All vehicles must be kept in a roadworthy condition and garages will remain open for essential repair work.

Department for Transport:  

Although there are a number of franchise and non-franchised dealers who have closed, we are working with our supply chain to ensure that a number of these workshops will remain open for the sole purpose of servicing and maintaining Key Services & Workers vehicles.

Our delivery and collection service offered for some service bookings will not be operating until further notice.

If you are a NOT a key worker we recognise that the facilities to service vehicles aren’t currently available. We understand that this may mean you are unable to adhere to the manufacturer’s servicing guidelines and recommend that you have the work completed as soon as possible after lockdown.

In the meantime ensure basic maintenance is followed. Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly

For further guidance please visit your vehicle manufacturer website which contains specific vehicle information in light of the current situation.

If you have a non-maintained contract we understand that this may mean you are unable to adhere to the manufacturer’s servicing guidelines and recommend that you contact your usual service provider and have the work completed as soon as possible after lockdown. In the interim, please refer to the AA website above.

All new vehicle deliveries are postponed until further notice. We will endeavor to deliver vehicles for Key Services and Workers however unfortunately we cannot guarantee this. 

There are different options available depending on whether or not you wish to continue using the vehicle. If you would like to continue using the vehicle please see the FAQ My contract is due to end and I want to keep using my vehicle.

If you no longer wish to use your vehicle please contact us so we can make arrangements for its return.  Information on how to do this is detailed below.

Please note that due to current restrictions, we are operating a reduced vehicle collection service, however you can still end your contract and your vehicle will be collected as soon as we are able to schedule. Please note availability and time scales for collections vary area by area. 

Personal customers and businesses with 1 to 20 vehicles

If you are a personal customer or a business with a fleet size of 20 or below and would like to return your vehicle, please visit our secure online portal here:  

Business customers with larger fleets        

If you have a fleet size of more than 20 vehicles, and one or more of your vehicles are due to be returned within the next 15 days, please follow the below instructions.

  1. Please copy and paste the template into a new email
  2. Complete the required details
  3. Email the completed template to with the subject heading ‘Vehicle Return Request’ 

Registration Number:

Proposed Contract End Date*:

Vehicle mileage as at above date:

Collection address (inc. postcode):

Contact name for collection:

Contact telephone number for collection;

*The Proposed Contract End Date should be no earlier than the date your contract was due to end.

I confirm I will stop using the vehicle after the Proposed Contract End Date.

I will keep/park the vehicle in a safe and secure location to minimise the risk of third party damage.

You must stop using the vehicle after the Proposed Contract End Date. We ask that you keep/park the vehicle in a safe and secure location (preferably parked off-road) to minimize the risk of third party damage.  

As you will no longer be driving the vehicle, you can cancel your motor insurance policy. You may still receive invoices for the vehicle between the Proposed Contract End Date and the collection date but you will not be charged and direct debit payment will not be taken.

As is the standard process you will still have to pay any charges that may be due if you exceeded the mileage allowance or for any damage on the vehicle outside of fair wear and tear. You will find your mileage allowance and excess mileage rate detailed in your contract. We will advise of any charges that may be due after the vehicle has been collected.

If you would like to keep using the vehicle beyond the end of your contract you have 2 options:

Formal Extension Period

Apply to use your vehicle for a little while longer by formally extending your contract (subject to status and credit application). You could extend your contract as long as the full contract term from the original start date (including the extension) does not exceed 60 months. You may also be able to request an amendment to your contracted annual mileage. Your monthly rentals may change.

For more information or to request a formal extension please email our customer service team

Informal Extension Period

If you do not arrange to return the vehicle or apply to formally extend your contract, your contract will automatically enter into an informal extension period. You do not need to contact us if you wish to choose this option. You will continue to pay monthly rentals but these rentals may be more than what you pay today. Please refer to your contract and the section “Rentals payable after the Minimum Period” to find out what you will pay (alternatively you can check your terms and conditions  ). The contract terms and conditions will continue to apply. You can contact us to make arrangements to end your contract at a later date when you no longer wish to use the vehicle.

Please note although we provide you with an e-mail address, you need to be aware that e-mail is not a secure way to get in touch. If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won’t be liable for any lost data you supply.

Please note if you would like to end your contract early before the original end date, you may be required to pay an early termination charge. Please email who will be able to provide details. 
Our vehicle collection services are currently suspended.  Please refer to the above FAQ: ‘My contract is due to end and I want to arrange for the return of my vehicle?’ for additional information in this regard.

At this time our windscreen repair suppliers are continuing their service however with reduced capacity. Whilst they will work with you to get your windscreen fixed as soon as possible priority will be given to repairing vehicles for key services and workers.

Our preferred tyre supplier is Kwik-fit, the largest UK tyre fitter with more than 600 individual locations and around 100 mobile tyre fitters. At this time the majority of Kwik-fit locations remain open, however are operating with reduced capacity to ensure social distancing can be maintained for employees and customers. Mobile tyre fitters are continuing to operate.  

Priority will be given to repairing vehicles for key services and workers. 

Please contact your nearest Kwik-fit directly to arrange your tyre replacement

Within the initial warranty period any breakdowns are referred to the vehicle manufacturer’s preferred breakdown provider.

Outside the warranty period, for maintained contracts, our preferred supplier for breakdowns is the AA.  
The AA have contingency plans to vary working patterns to mitigate the impact of staff absence where possible and provide continuity of service for our customers. We will continue to monitor the situation and will redirect any breakdown requests within the warranty period from other providers to AA should these alternative providers be unable to provide service. 

Pod Point have advised that with immediate effect all installations have been cancelled until further notice. We are sorry for any inconvenience that this may cause.  If you had an installation scheduled, Pod Point will be contacting you to cancel and rearrange.

The Office for Low Emission Vehicles and Pod Point have confirmed that anyone eligible for the £500 installation grant will still qualify despite the installation being delayed past 1st April.  

If you have any questions about this please email Pod Point direct:

The impact of coronavirus has resulted in some of our services being reduced and unfortunately our phone lines are currently closed. We are still responding to e-mail enquiries so if you need support with one of the services below please email the relevant mailbox address below:

Document Management - Mailbox Address:, covering:

  • Parking Permit letters
  • Authorisation letters for lost / stolen keys and number plates
  • Copies of V5’s for Insurance companies or to release impounded vehicles
  • Authorisation to register with TFL (Transport for London) for the Congestion Zone