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    COVID-19 - Our response

    We want to do everything we can to look after our colleagues and your interests, so we have put in place our Business Continuity Plan in response to the coronavirus and have coordinated for our teams to work from home.

    Click here to find out more about what we are doing to keep your business moving.

Frequently Asked Questions

Information IconMaintenance

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Information IconMaintenance

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Questions

Arrow downCan I still get my car or van serviced?

For the moment, garages are still providing essential maintenance and servicing. To help us keep as many drivers as possible safe on the roads, please only request critical repairs, vehicle breakdown appointments and MOTs.

If your vehicle needs to go to the garage, or if you’re not sure what counts as critical, please contact our Driver Line on 0344 4937 659

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Arrow downI can’t get my car serviced. Will this affect my warranty?

While the precise details vary from company to company, most manufacturers are adding extra miles and months to their service schedules, so you have the opportunity to get your car serviced when lockdown is over and still keep your warranty.

Others are saying that when there is a warranty claim on a vehicle that has been serviced late, they will deal with it on a case-by-case basis, but will aim to make favourable decisions.

That said, if you are in this position, please remember that the service mustn’t be missed entirely and you will need to get it done quickly once it becomes possible. It’s also a good idea to keep the levels in the vehicle topped up during this time.

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Arrow downI know I have to keep my vehicle ‘roadworthy’ during this time, but what does this mean?

First of all, we’d just like to repeat why this is important. If your vehicle isn’t ‘roadworthy’ (or safe to drive, in other words), you could face three penalty points, a fine of up to £2,500 or, in the most extreme cases, a driving ban. Also, it may invalidate your insurance if you have an accident and the reason for the accident is due to the vehicle not being roadworthy.

For the full details, you can read the Government’s guidance about how to check your vehicle is safe to drive or review the Highway Code to see what the rules say.

In short, you need to make sure your windscreen, windows, mirrors, reflectors and number plates are clean and you have working lights and brakes before you start any journey.

In addition, you must have fluid in your windscreen washer bottle and your tyres need to be correctly inflated, with enough tread depth and without cuts or other defects.

You should also carry out regular checks, with your vehicle’s handbook explaining what to look at and when. This includes your oil, radiator level, brake fluid and battery.

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Arrow downCan I get my car or van serviced before it’s due?

We will only service a vehicle when it is required. If it does not need immediate servicing, it will not be booked in.

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Arrow downCan I get my vehicle MOT tested?

The Government have confirmed MOTs due after 30 March 2020 will be exempt for six months (until further notice).

However you must ensure you keep your vehicle in a roadworthy condition as drivers can be prosecuted if they drive an unsafe vehicle.

This is the latest information on MOTs from government.

After 30th March 2020: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020

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Arrow downCan safety recalls be carried out?

We have contacted all manufacturers to ask about their current position on this topic. Some garages may be able to handle safety recalls, as long as they are carried out on their premises and vehicles are left with them. There will be no waiting appointments or loan vehicles.

If you have a with-maintenance agreement with LeasePlan please contact the DriverLine and we will look to place within the available servicing network. Priority will be given for key workers and emergency services

If you have a non-maintained agreement you will need to contact the garage directly to arrange for the work.

When a recall is not possible, the vehicle must not be driven. Please contact us if you need to discuss a specific case.

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Arrow downI can’t get my vehicle serviced during the lockdown. Will this affect my warranty?

We hope that this won’t affect warranties, as we know it’s not your fault that you can’t arrange a service, but we are still waiting for details from dealers and manufacturers.

Some manufacturers have advised they are extending service intervals and we are obtaining details from all manufacturers so we give you an accurate picture over the coming weeks.

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Arrow downI drive a diesel and I am only doing short journeys now. Will this affect my particulate filter?

The short answer is that it could, particularly if the lockdown lasts for longer than currently planned.Your particulate filter must regenerate itself every 300 miles or so, which is generally done by driving for ten to 20 minutes at 40mph or faster. This heats up the exhaust and burns off the soot in the filter.

Failing that, some cars have an ‘active regeneration’ process that adds fuel to the exhaust to raise the temperature and allow the filter to be cleaned at lower speeds. However, the revs still have to stay above 2,000 for around ten minutes, which may be difficult to achieve right now.

If neither of these options is open to you is to use your vehicle as little as possible.

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Arrow downDo I have to get chips on my windscreen repaired?

Yes, chipped windscreens must be repaired as soon as possible. If they are neglected, chipped windscreens will eventually crack, resulting in an MOT failure and the need for a windscreen replacement.

If your lease includes glass repair, please call 01663 308824 at any time to make an appointment.

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Arrow downCan I have a courtesy vehicle?

A courtesy vehicle may be available (subject to availability) but to let you know we can't promise a like for like vehicle.

If you require a courtesy car please request this when you contact us to make your service booking.

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Arrow downWhere do I take my vehicle for a service?

You are required to take your vehicle through to a LeasePlan approved garage.

To book you vehicle in for a service please call 0344 493 7659.

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Arrow downHow long does an MOT take?

An MOT takes about 1.5 hours (assuming no corrective work is required to be carried out). You are free to wait at the MOT station if it’s convenient for you.

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Arrow downHow long will it take to service my vehicle?

The vast majority of vehiclesfor standard servicing are returned the same day, but if we find work that ismore complex it may mean that your vehicle is off the road for more than theone day. If this is the case, we will let you know as soon as possible duringthe day and then we will manage the efficient return of your vehicle as soon aspossible.

A courtesy vehicle may be available but we can’t promise a like for like vehicle. We can provide you with a hire vehicle (at your cost) if you need one, but this may be at extra cost, depending on your contract.

If you do get a replacement vehicle, please take the necessary steps to protect yourself from COVID-19 and check that the surfaces have been wiped down.

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Arrow downWhat do I need to do on the day of my vehicle service?

If you have a maintenance contract you will have made a booking through the DriverLine. We will send you a reminder the day before just in case your circumstances have changed. If you are unable to make the appointment, please call the DriverLine on 0344 493 7659 as soon as possible so we can make alternative arrangements.

If you are delivering the vehicle to the garage yourself, you should try and ensure it's delivered by 9am so the garage can start working on it as soon as possible.

If the vehicle is being collected by the garage they will collect it between 8.30am and 10am from the agreed location. If this is a work location, feel free just to leave your keys with your reception if it's easier for you.

All work carried out will need to be authorised by LeasePlan to ensure it is required and done to the right standards and this will be done in a timely manner so that the work is done to your vehicle as soon as possible.

Watch our video on YouTube: What to expect: Booking a service, MOT or repair through LeasePlan's DriverLine

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Arrow downWhat happens if my vehicle fails its MOT because of the tyres?

Tyres are one of the main reasons vehicles fail an MOT so it's worth checking the condition of your tyres before your MOT takes place. If your tyres need replacing please contact our Driver Line on 0344 493 7659. We will often use LP tyre centres for MOT tests to ensure that if the vehicle does need tyres we can fit them during the same visit to save you needing to visit the garage twice.

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Arrow downWhat if my service or vehicle repair takes more than a day?

If there is more complex work that needs to be carried out and the vehicle cannot be returned in one day, we will let you know what the delays are caused by and when you can expect your vehicle to be returned. We will keep you updated as your vehicle repair progresses. Our aim is to get you and your vehicle reunited as soon as we can.

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Arrow downWhat time do I need to take my vehicle to the garage?

If you are delivering the vehicle to the garage yourself, you should try and ensure it's delivered by 9am at the latest so the garage can start working on it as soon as possible.

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Arrow downWhat time will my vehicle be collected?

If the vehicle is being collected by the garage they will collect it between 8.30am and 10am from the agreed location. If this is a work location, feel free just to leave your keys with your reception if it’s easier for you. For more information on what to expect on the day of your booking click here.

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Arrow downWhen will I get my vehicle back?

If there is nothing more complex found when carrying out your service, then the vehicle should be ready for collection between 4pm & 5pm or delivered back to you between 4pm & 5.30pm, unless otherwise agreed. We cannot guarantee a specific time.

If it is not possible to return the vehicle, or if we are going to be late, we will let you know as soon as we can, to enable you to make appropriate arrangements.

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Arrow downWill I be sent an MOT reminder?

Yes, LeasePlan will send you or your Fleet Manager reminders as your MOT due date approaches. When you receive you MOT reminder please call our Driver Line on 0344 493 7659 to arrange to have it booked in.

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Arrow downWhat are Diesel Particulate Filters (DPF)?

Diesel Particulate Filters have been fitted to all diesel vehicles since 2013. The aim of which is to reduce the particulate emissions by 80% so it is a great ‘green’ initiative.
They work very effectively however they can become blocked due to lots of low speed, small journeys and lots of stop-start driving.

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Arrow downWhat do I do if my Diesel Particulate Filter (DPF) is blocked?

If your DPF is becoming blocked a warning light will come up on your dashboard. DO NOT IGNORE THIS!

It will usually look like one of these symbols:

DPF warning

If this light comes on then taking corrective action to clear the DPF is fairly simple, all you usually need to do is take the vehicle for a drive of 10-20 minutes at speed in excess of 40mph in a location that is safe to do so, such as a dual carriageway. This will usually be enough and the light will turn off as the DPF has regenerated itself. This is what they are designed to do. It’s as easy as that.

If you ignore the warning light then your vehicle will either go into ‘limp’ mode or stop altogether. This will then mean that you will not be able to drive the vehicle and the DPF will need to be removed and cleaned or replaced and you may be liable for the cost of this work.

DPF’s do a great job in reducing emissions and usually will be problem free providing you take your vehicle for a long drive every now and again, and you don’t ignore the warning lights.

If you are unsure about DPF’s please contact your LeasePlan Customer Service advisor who will be able to help you.

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Arrow downWhat is AdBlue?

In 2016 Euro 6 emissions regulations enforced the need to minimise nitrogen oxide emissions. This brought in AdBlue technology also known as Diesel Exhaust Fluid.

The typical consumption seems to be around a litre of AdBlue for every 600 miles, but this will vary between vehicles.

If you run out of AdBlue, 5 litres should be enough to get it up and running. The average tank size is 10 litres. If your AdBlue level gets too low you will see warning lights and a message on your dashboard. Please consult your car’s handbook for details on how to refill. This is the drivers responsibility and will not be covered as part of your service maintenance carried out by LeasePlan.

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We offer our customers a range of extra services, such as maintenance and accident management packages. If you have these services please call one of the numbers below. If you're not sure, please check your contract or contact your fleet manager.

LeasePlan UK office

Due to the COVID-19 advice from the government, our offices are currently closed to visitors

Slough

165 Bath Rd
SL1 4AA Slough

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