LeasePlan and COVID-19

What we're doing to help you

Keeping people safe, and your organisation mobile.

In response to the continuing coronavirus pandemic, we are working to ensure that we can provide services to keep you safely on the road - and support limiting the spread of the virus.

As soon as there are new measures or updates regarding our services, you will find them here.

LeasePlan: Updates on our response to COVID-19

At LeasePlan, we're doing everything we can to help you.

  • We’re working from home, so our teams are available as usual. That said, you may find it takes a little longer for us to get back to you on some queries, as we can’t be as efficient when every member of a team is in a different building and many of us are juggling home-schooling.
  • Garages will remain open, so servicing, MOTs and repairs should continue, though there may be limitations on some services, such as ‘while you wait’ appointments, collection and delivery and courtesy cars.
  • Breakdown and recovery will continue.
  • Mobile tyre replacements will continue, but please only book them if your tyres are damaged, punctured or nearing the legal limit of 1.6mm
  • Collection and delivery will continue and we have processes in place that take into account social distancing and safe handovers

last updated 05/01/2021

  1.  
    Help everyone stay safe: If you have Covid-19 symptoms or have been told to isolate, please cancel any appointments you have booked with us and don’t arrange any new ones.

The rules around the UK

Here's a quick reminder of rules around the UK

England

England is in national lockdown and people are expected to stay at home except in certain situations.

Visit the GOV.UK website for more information

Scotland

Mainland Scotland is in lockdown with a legal requirement forbidding anyone from leaving their home except for essential purposes. Island areas currently in level 3 will remain there but will be kept under review.

Visit the gov.scot website for more information

Wales

Level 4 lockdown restrictions have been in place since 20 December. These require people to stay at home and avoid all but essential travel.

Vist the Gov.Wales website for more information

Northern Ireland

Northern Ireland is already in partial lockdown (since 26th December), with an official announcement on new measures expected on Tuesday 6th January.

Visit the NIDIRECT.GOV.UK site for more information

Financial Support

Government guidance on financial support available to businesses is available here.

If you need financial support from us, please get in touch using the contact details below. 

  • If you are a corporate or public sector customer, please speak to your LeasePlan account manager to discuss your options.

Repair, maintenance and tyre

Thanks to the large number of committed independent garages in our network, we have been able to  continue to support our drivers with maintenance and repairs.

Some vehicles will need work in the coming weeks, so if you have a maintained contract you must use our Service Booking line – 0344 371 8033 – to book work.  This helps to  control the service slots, so we can prioritise key workers and those most in need, while making sure your job is handled promptly.

Booking in directly with the garage will hamper our efforts to allocate the slots fairly, so we may reallocate bookings if they are not made through our Service Booking line. For your safety and the safety of others, please keep your vehicle in a roadworthy condition – you can read the Government’s guidance about how to check your vehicle is safe to drive here.

Some garages are restricting some services such as collection and delivery – and we are urging customers to clean their vehicles before handover. 'While you wait' servicing, MOT and tyre booking has been suspended. Also, to follow the government’s guidance for the industry – vehicles will not be vacuumed or cleaned beyond the COVID-19 sanitisation of the main surfaces.

Customer services during lockdown

You can still call or email us (our contact details are below). We're doing as much as we can to support our customers, especially front-line teams and their vehicles, so we would also like to ask for your patience and understanding if it takes longer to respond to your query. 

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Frequently Asked Questions

Questions

Arrow downHow far in advance should I book the service for?

We'll only service a vehicle when it is due one. If you have a maintained contract, use our Service Booking line – 0344 371 8033 – to book work (or you can select the service booking option on your DriverLine).

It’s vital that we control the service slots, so we can prioritise those most in need while your job is handled promptly.

Booking directly with the garage will hamper our efforts to allocate the slots fairly, so we may reallocate bookings if they're not made through our Service Booking line. Please remember to clean your vehicle before handover.

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

As long as the vehicle was serviced at the first available opportunity, many manufacturers advised they would extend service intervals, so this shouldn't affect your warranty.

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Arrow downCan I have a courtesy vehicle?

We can provide a courtesy vehicle (subject to availability) whilst your vehicle is in for service or repair if it’s included in your contract, however we can't promise a like for like vehicle.

If you’re an employee, please speak with the fleet contact of your employer to learn if this is included in your contract. If courtesy vehicles are not included in your contract, you can ask if the garage offers a collection/delivery service.

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Arrow downHow long will it take to service my vehicle?

The vast majority of vehicles taken for standard servicing are returned the same day, but if we find work that is more complex it may mean that your vehicle is off the road for more than the one day. If this is the case, we'll let you know as soon as possible and manage the efficient return of your vehicle as soon as we can.

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

If you do get a replacement vehicle, please take the necessary steps to protect yourself from COVID-19 by ensuring 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'll send you a reminder the day before just in case your circumstances have changed. If you're unable to make the appointment, call the DriverLine on 0344 493 7644 as soon as possible so we can make alternative arrangements.

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

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

All work carried out must be authorised by LeasePlan to ensure it's necessary, done to the right standards, and completed in a timely manner.

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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'll let you know what the delays are caused by and when you can expect your vehicle to be returned. We'll keep you updated as your vehicle repair progresses and our aim is to ensure you get your vehicle back ASAP.

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Arrow downWhen will I get my vehicle back?

If nothing complex is 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's not possible to return the vehicle, or if it's going to be late, we'll let you know as soon as we can, so you can make appropriate arrangements.

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Arrow downDo I need to service the vehicle before returning it back at the end of the contract?

You may need to have your vehicle serviced before returning, depending on when the service is due. If it's due before the vehicle is returned, the vehicle would need to be serviced and confirmation provided when handing the vehicle back.

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Arrow downI am well under the mileage for the annual service, do I still need to book a service?

Regardless of the mileage you do, most manufacturers still recommend regular servicing based on the age of the vehicle.

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Arrow downI've put the wrong fuel in my vehicle (petrol / diesel). What should I do?

Do not start the engine!

If you put the wrong fuel in your vehicle and you have breakdown cover in your contract, call LP Assist on 0344 493 7644 and select the 'Breakdown' option. Otherwise, please call your own breakdown service provider to arrange recovery.

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Arrow downThere is a warning light displayed on the dashboard. What do I do?

Please check the driver's manual to understand whether your vehicle is safe to drive. If it is, please book an appointment with a garage as soon possible. If you have maintenance in your contract, please call the DriverLine on 0344 493 7644. If you don't have maintenance in your contract, please book an appointment with a garage of your choice as soon as possible.

If the handbook suggests your vehicle isn't safe to drive, and it requires immediate attention, you'll need to get it recovered. If you have breakdown and recovery in your contract, please call the DriverLine on 0344 493 7644, and select the 'Breakdown and Recovery option'. If you don't, please contact your breakdown provider.

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

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 on 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 ensure 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 downI’m asthmatic - will you use aerosols to clean vehicles?

As we use a number of suppliers, the cleaning methods will vary. If you have allergies or any intolerances, please ensure you let the Service Booking Line know and the garage or fitter before your appointment.

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Arrow downWhat is a Diesel Particulate Filter (DPF)?

If you drive a diesel car, please be aware that you must take care of your Diesel Particulate Filters (DPFs) in particular if you only take short journeys. Your particulate filter must regenerate itself every 300 miles or so which is generally done by driving for 10 to 20 minutes at 40mph or faster as 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 which allows the filter to be cleaned at lower speeds. However, the revs must still stay above 2,000 for around 10 minutes. 

If your DPF is becoming blocked, a warning light will appear on your dashboard. Don't ignore this as your vehicle could shut down which can result in major engine damage. The DPF will need to be removed and cleaned or replaced and you’ll have to pay for this work.

It will usually look like one of these symbols: DPF warning

If this light comes on, taking corrective action to clear the DPF is fairly simple as all you usually need to do is take the vehicle for a drive of 10-20 minutes at speeds in excess of 40mph in a location that it's 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.  

If you're unsure about DPF’s, please contact your LeasePlan Customer Service advisor who can help you.

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Arrow downWill the main contact areas on my vehicle be cleaned before it's returned back to me after an accident or repair?

Yes, just like with our garages, repair centres are now working to avoid the risk of infection for both customers and their teams by cleaning a vehicle’s main contact areas before it comes back to you.

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Arrow downWill the main contact areas on my vehicle be cleaned after it’s been serviced? What about after my tyres/windscreen has been replaced?

Garages are reducing the risk of infection for customers and their teams by following government guidance on cleaning a vehicle’s main contact areas before and after a service or repair as well as regularly cleaning waiting areas. This takes time which unfortunately means many garages will charge up to £20 per service for this unexpected operational cost. Booking your service through our Service Booking Line means you won't have to pay these cleaning charges. However, bookings arranged directly with garages and not with our Service Booking Line won’t benefit from this offer, and any garage cleaning fee will be charged back to you. 

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Arrow downWhat is 'AdBlue'?

Adding 'AdBlue' to your vehicle is the driver’s responsibility as it won’t be covered as part of your LeasePlan service maintenance. To minimise nitrogen oxide emissions, regulations (Euro 6) were introduced that mean Diesel Exhaust Fluid ('AdBlue') is now added to vehicles. Typical consumption is around a litre of 'AdBlue' for every 600 miles, but this will vary between vehicles and driving style. An average tank size of 10 litres should last around 6,000 miles.

You'll get a dashboard warning light when your 'AdBlue' level starts to run low and your car’s handbook will tell you how to refill. If you run out, 5 litres should be enough.

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