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.

If your income has been affected by the disruption from the coronavirus, we are offering a range of solutions to help such as payment deferrals for our personal customers.

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 COVID19.  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 your income has been affected by coronavirus, we have a range of options to help you.   This may include the option to defer rentals for up to 3 months.

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

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

If you do need to speak to us please call 0800 389 3690 and select Option 4 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.

The Transport Secretary has confirmed a 6 month exemption from MOT testing for all cars, vans and motorcycles that have an MOT due from 30 March 2020. If your vehicle has an MOT due date before this date the MOT must still be completed. Please contact your local Kwikfit ( directly to arrange. Vehicles must be kept in a roadworthy condition and garages will remain open for essential repair work. Drivers can be prosecuted for driving unsafe vehicles.

Department for Transport:  

We are aware that a number of franchise and non-franchised dealers have closed but 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.

All new vehicle deliveries will be postponed until further notice. We will endeavour to deliver vehicles for critical services and workers however unfortunately we cannot guarantee this. 

Unfortunately due to the coronavirus restrictions, our vehicle collection services are temporarily unavailable.

I will keep the vehicle for the time being:

If you would like to keep the vehicle for an extended period beyond your end of contract date. We will continue your contract for you and confirm monthly rental details in the post. If you choose to keep vehicle then there is no need to contact us at this time as your informal extension will continue.

I would still like to end my contract agreement:

Please email Customer Services on and mark in the subject field ‘Vehicle Return Request’.  Please confirm your intention to return the vehicle and provide the current mileage. Although we will be unable to arrange for the vehicle to be collected until further notice, we will agree a contract end date. We will not be charging you monthly rental payments following notification that you want to return the vehicle.

Please note if you are wanting to end your agreement early you may be subject to an early termination charge.  Please email Customer Services on who will be able to provide details. 

Stop using the vehicle from the end of contract date and we will arrange alternative insurance to cover the vehicle after the agreed end date until we can arrange collection. You will not be insured to drive the vehicle after this date.

Please keep the vehicle in a safe and secure location to minimise the risk of third party damage and do not use the vehicle. The vehicle must not be driven from this point as the driver will not be insured.

Please note, you will still be liable for any excess mileage charges if you have exceeded your contracted mileage limit.

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 critical 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.  

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 our preferred supplier for breakdowns are the AA who operate across the UK with a network of over 2000 patrols providing roadside support. 
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 contact

Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly.

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