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Nationwide Vehicle Contracts explain the delivery procedure during lockdown and the safety measures put in place to protect customers during the coronavirus pandemic

From 1 June, the UK Government confirmed that car dealerships can reopen, and customer deliveries are now starting to take place. But what can you expect when taking delivery of your new lease vehicle during lockdown, and how does the delivery handover differ from the procedure pre-lockdown?

To help ease anxiety or and answer any questions customers may have about the delivery process, Nationwide Vehicle Contracts has put together a short guide on what procedures have been put in place to ensure the safety of customers during vehicle delivery and what you can expect on the day. 

What guidelines are in place to ensure my vehicle delivery is safe?

All our supplying dealerships and delivery agents will be complying with the COVID-19 and the Movement of Vehicles guidance. This document produced by the BVRLA, FLA and SMMT lays out the procedure for the delivery and collection of vehicles in line with Coronavirus / COVID-19 precautions and Public Health England guidelines.

Prior to delivery, the supplying dealership will take a risk-based approach to determine whether it is safe to deliver the vehicle. This risk assessment includes:

  • Considering the level of human contact require
  • Any local Government restrictions that may be in place
  • Whether the customer or a member of their household is currently isolating due to coronavirus symptoms

The outcome of this risk assessment may mean that some customers can take delivery, whereas others cannot. The result of this risk assessment may also result in a delay in arranging delivery as dealership acquire vehicle transporters or assess the availability of their delivery drivers.

How will my new vehicle be delivered?

Where possible, the delivery agent will seek alternatives ways of delivering your vehicle while minimising contact. 

Where possible, your vehicle will be delivered on a transporter, flat-bed truck or trailer. Customers who would prefer this delivery method may also request for their vehicle to delivered on a transporter but as this is at an additional cost to the supplying dealership, a charge will be made to the customer.

Where delivery via transportation is not possible, a delivery driver will drive the vehicle to handover address. We would like to reassure you that this type of delivery is still in alignment with Government guidelines and the delivery agent will ensure this is carried out in the safest way possible and as a contactless delivery.

What is contactless vehicle delivery?

Like many other businesses, dealerships are working hard to limit contact with customers during the coronavirus outbreak. Social distancing is vital, particularly when the delivery driver hands over the car to the customer, as is further sanitisation.

To limit the contact between the customer and the delivery driver, the following contactless procedure will apply:

  • Ahead of delivery, the customer will need to verbally confirm that they or a member of their household is not in self-isolation due to coronavirus symptoms.
  • Once the delivery agent has arrived at the handover address, the agent will call the customer to advise they have arrived rather than approach the door.
  • At all times, both the delivery driver and customer must respect social distancing guidelines, keeping at least two metres away from each other and other members of the public. 
  • Both the customer and the delivery agent will be required to hand wash and/or sanitise.
  • The delivery agent will place the keys and all paperwork in the vehicle (preferably in an envelope) and leave it in a safe place for the customer to collect. 

Unlike previous delivery handovers, the delivery driver will be unable to show the customer the controls inside the vehicle. Therefore, the customer must take the time to familiarise themselves with the vehicle before driving on public roads and refer to the manufacturer's handbook for instructions on how to activate and/or control key features of the vehicle. 

For driven deliveries, on no account should the customer offer to take the delivery driver to the local train station or bus stop as this contravenes social distancing regulations. The delivery agent has specific instructions on how to return to base safely. 

How will my new vehicle be cleaned and sanitised?

Prior to delivery, a PDI check will take place on the vehicle. As part of this inspection, the supplying dealership will ensure the vehicle is safely sanitised before delivery. This typically includes:

  • Cleaning the vehicle's external and internal contact surfaces, including the keys
  • Sanitising the steering wheel, gear knob, door handles, rearview mirror and any other touchpoints
  • Placing protective covers on the seats, steering wheel, gear selector and handbrake (if applicable) which will be removed by the delivery driver at handover
  • Placing over-mats on the floor which will be removed by the delivery driver at handover

All exterior contact surfaces from keys to door handles and fuel filler cap will be cleaned, in addition to the steering wheel, dashboard and instrument panel, both before delivery and at handover. 

What type of PPE will the delivery driver be wearing?

The amount of PPE the delivery driver will be wearing will depend on several factors, including the type of delivery (driven delivery vs transported delivery) and the sanitation steps taken before delivery.

As a general rule, most delivery agents will:

  • Wear protective clothing such as gloves and a disposable face mask
  • Make use of the driver cleaning and sanitising kits carried on board, which typically include alcohol wipes, hand sanitiser and resealable bags to place contaminated equipment in

How do I safely sign for my new vehicle delivery?

To limit the amount of contact between the customer and delivery driver, most delivery firms have stopped physical signatures during this time. However, proof of delivery will still be required and to allow contactless delivery.

Unlike a usual delivery handover where the delivery driver asks the customer to sign on a paper delivery note or an electronic hand device, the delivery agent will sign on behalf of the customer, adding notes to the signature box to that effect.

To ensure the customer is in possession of the vehicle, the delivery agent may record (on body-worn cameras or a telephone) the consent of the customer to take the vehicle or to acknowledge any damage.

Alternatively, the delivery agent will require the following documentation from the customer to replace the signed delivery note:

  1. Digital photo of the customer alongside the vehicle to prove the customer is in possession of the vehicle – the picture must be of good quality and the customer's face and vehicle registration number should be visible.
  2. Digital photo of the customer's Drivers Licence – the customer's home address must be visible and should match the delivery address (application address)
  3. A delivery note stating delivery mileage – this will be signed by the delivery driver on your customer's behalf.

If the delivery address is different to the address on the Drivers Licence, the delivery driver will require a photograph of a second proof of address, i.e. utility bill, bank statement etc.

For contactless deliveries, some finance providers may also require an email from the customer confirming they received delivery or for a delivery note template sent via email to be completed by the customer and scanned back.

Depending on the manufacturer, a post-delivery call may be made by the retailer to ensure the customer is happy with the vehicle controls and technology.

Nationwide Vehicle Contracts would like to reassure customers that we and our supplying dealerships are working hard to ensure customers can continue to take delivery of their lease vehicles in the safest way possible. If you have any concerns or questions about the delivery of your lease vehicle, please call 0345 811 9595 and one of our experienced leasing consultants will be able to assist you.