What to do if…
your mobility scooter stops working or its controls stop responding while you are out

What to do now

1. Deal with immediate danger. Release the normal accelerator or control and use only the usual stopping method you already know. If the scooter remains in motion, call or shout for immediate help and do not experiment with the freewheel mechanism.

2. Call 999 when there is immediate danger. This includes being unable to leave a live traffic lane safely, being unable to stop the scooter, a collision, serious injury, smoke or fire. Give the operator your exact location and explain that you use a mobility scooter and cannot move safely.

3. Make yourself visible once stationary. Use fitted lights or hazard warning lights if they still work. Ask a nearby shop worker, station employee, transport worker, security worker or other person to stay with you or help keep others aware of your position without entering traffic.

4. Share your location with someone you trust. Send a map pin or give the nearest road, junction, building, bus stop, station entrance or other clear landmark. Say whether you are alone, exposed to traffic, cold, wet or unable to transfer.

5. Secure the scooter. On level ground where possible, switch it off and leave its drive or freewheel lever in the normal drive position so it is less likely to roll. Follow the manufacturer’s instructions if your model works differently.

6. Make only simple checks described in the manual. Check whether the key is fully inserted, a removable battery is properly seated, a charging lead is still connected or the freewheel lever is in the wrong position. Do not remove covers or handle damaged cables.

7. Try one restart only if it appears safe. Do this while stationary, with the control released and no smoke, unusual heat, smell, swelling, leaking or visible damage. If the fault, warning light or unusual behaviour returns, switch the scooter off and stop checking it.

8. Note what the scooter is showing. Photograph or write down any flashing lights, symbols, error numbers or pattern of beeps. Give this information to the breakdown service, supplier or repairer.

9. Move away from a battery hazard. If the battery begins smoking or catches fire, get away from the scooter if you can do so safely, warn others, call 999 and do not try to tackle the fire yourself.

10. Arrange suitable recovery. Contact any breakdown provider included with your scooter, your insurer, the retailer, the manufacturer or an authorised repairer. Motability Scheme customers can use Motability Assist. Explain whether you need both accessible transport for yourself and recovery of the scooter.

11. Move the scooter manually only when necessary. Use freewheel mode only as the manufacturer directs, preferably on level ground and with a capable helper controlling the scooter. Return it to drive mode before leaving it stationary.