Maintenance Hub

Our suppliers

JCT600 VLS works with several third-party suppliers who provide a service to our customers. In most cases, drivers will interact directly with these partners, and jobs will be completed without our intervention.

Please advise drivers to quote their registration and confirm the vehicle is managed by JCT600 Vehicle Leasing Solutions to ensure that work can be authorised and invoiced directly to us. 

If you need to transfer a driver to one of our suppliers, you will find the numbers below…

Explore FAQs

Here you will find answers to some of the most frequently received maintenance queries.

If you do have a query that needs to go to maintenance, please be aware that the whole team is available to answer all technical maintenance queries. Contact them either on hunt group 201249 or email maintenance.vls@jct600.co.uk so this can be allocated appropriately. 

How can I check what services my customer takes and who supplies them?

Please use the My Vehicle lookup tool. 

The lookup runs against a Key2 data file which is updated weekly. 

This link can be shared with customers and drivers and is a great first port of call for those ‘where do I go’ questions….

My Vehicle | JCT600 Vehicle Leasing Solutions

Under each section, it provides a phone number for the relevant suppliers so you can direct drivers to the right place.

If vehicle registration is not recognised, please check in Key2. At the very least, you will be able to check if the vehicle has maintenance cover and most customer records have key maintenance information. You can also check the KYC / Operating Manuals for more information.

If the information is not in Key2, then it’s unlikely that maintenance will be able to help either – they will only be checking Key2 for this information. In these circumstances, you will need to ask your customer contact – and remember – to update Key2 afterward!

My customer needs to chase an accident repair - What do I do?

First, check that they are chasing an accident repair rather than a maintenance repair. Ask whether they have logged an incident with FMG / Sopp & Sopp.

We have a direct relationship with FMG, if it is not a maintenance repair, you can contact the claims line to seek an update – 0344 243 8888, state you are calling from VLS, and provide a vehicle registration.

Please note this is not managed by the maintenance team. We have access to their portal where we can view jobs, and speak to the relevant account manager for more details.

FMG also has an internal customer team that we can access for support, this would be where you would seek any assistance regarding an existing claim – 0344 322 1638 – clientsupport@fmg.co.uk.

If the provider is Sopp&Sopp (currently only Travis Perkins), we don’t hold a direct relationship with them, you should advise the driver to contact them directly using the EBS phone line and selecting Option 1 0800 054 1214.

Does this customer/driver have access to breakdown cover?

If the vehicle has a maintenance contract, then yes, all vehicles are covered either under the manufacturer cover for warranty faults or through the RAC. Either way, drivers will just call the RAC via their driver line and be assisted or put through to the appropriate provider at the time of the call.

*Remember you can check the My Vehicle portal for vehicle-specific details*

What do we do if a windscreen needs replacing or is chipped?

If you are unsure if the customer has glass included in their maintenance package or if it goes under their insurance, then check the My Vehicle tool or check in the KYC / Operating manual in Key2. If you still can’t find the information, go back to the customer – maintenance would need to do the same as they check the same information from Key2. 

If a specific provider is not noted under the My Vehicle link then we have relationships with the following:

• National Windscreens – 0800 622 122
• Nationwide Windscreens – 0800 877 8682
• Auto windscreen – 01246 223 839

Please advise the driver to call the applicable supplier. Give their registration number and confirm that the vehicle is managed by JCT600 Vehicle Leasing Solutions. 

My customer wants to book a service or MOT

Fleet Assist currently deals with all of our MOT and service bookings. The driver can book this directly through either the booking request form (found on the my vehicle services tool) or over the phone at 01480 813006.

How does my customer get an update on a vehicle that's already at a garage?

After establishing that this is not an accident repair… we would recommend the driver contact the garage that is working on their car. This is because they will have the most up-to-date details and are most likely going to be able to update the driver the quickest. Their contact details can be found on the original booking email that was sent to the driver. If the driver has any trouble with this, then please ask the maintenance team to get involved.

There's a concern a vehicle isn't safe to drive , how do I help?

If the vehicle isn’t safe to drive, this must go to someone who can make a knowledgeable and technical decision based on the information provided. Therefore, please direct the call to any member of the maintenance team through the hunt group 201249 or if it is an email query, forward to maintenance.vls@jct600.co.uk.

How can I find the servicing history of a vehicle?

The vehicles MOT & Servicing history can be viewed in Key2.

1. Using the drop down, go into Vehicle/Asset Management and then Maintenance
2. Type in the Vehicle Registration
3. The following screen will then pop up which details Last service, Next service & MOT

My customer is worried about their tyre tread or has a reason they want to change tyres earlier, is this possible?

Kwik Fit will only authorise tyre replacement at 2mm, in line with our policy. Any early replacement of tyres will be recharged to the customer.

Under extenuating circumstances, it may be possible to deviate from this. Please discuss this on a case-by-case basis with the maintenance team as it will only be approved when pre-agreed and authorised with the supplier. 

How can I order a replacement number plate?

You can email a request for a replacement number plate to VWBradford.Parts@jct600.co.uk . The team will make up the plate and send it out directly to your driver. Please make sure you provide vehicle registration, whether the replacement is for a front or rear plate and the address that the plate needs to be sent to. In your email, please ask for the invoice to be sent to maintenance.vls@jct600.co.uk .

There is a cost for new plates and this will be recharged to the customer, it is £5 + VAT per plate.

How early can a service be booked in on a vehicle?

Whilst most vehicles will show the driver (through a service due light or a notification pop-up) when a service is due, we will be happy to book in a service if the vehicle is within 1,000 miles of the required distance or within 1 month of the due date. Remember to direct the driver to Fleet Assist to make the booking.

Can a driver fit a tow bar to their vehicle and where can they get this done?

We are happy to approve the fitment of tow bars if the parts are from a manufacturer or Thule and that the fitment is completed at either a main dealer or a towbar specialist. The driver will need to make their own arrangements to have the part fitted, they will also need to cover the cost themselves. You will need to advise drivers that the fitment of any retro-fit tow bar and associated electrics are not covered under their maintenance package. This means that should there be any faults arising as a result of the fitment, any rectification costs will be the driver’s responsibility.

 

Please add a note into the maintenance message against the asset in Key2 that a retro fit tow bar has been fitted, you’ll need to include the make of the part and where it was fitted.

What do I do when the customer is querying a tyre recharge due to damage?

Regarding your enquiry about the tyres being recharged, you will see on the description that they have been marked as (UNREP. PUNCT.” (Unrepairable puncture), this is usually caused by a side impact or major tear in the tyre, or if a large nail or similar has gone through the tyre too close to the sidewall and cannot legally be repaired. or the “PUNCTURED RUNFLAT” is if a tyre has been driven on when flat, it can affect the integrity of the side walls, and safety of the tyre). All the above are damage not covered by a standard tyre contract.

You will also see a noted percentage (66% ) this is the percentage cost of a replacement tyre you will pay.

I hope this explains the recharge.

This is a calculation you can also attach to the email which explains the calculation used to work out a recharge:
Please see below recharge calculation. We use this for tyre recharges to customers not on no quibble tyre contract.

The recharge calculation is based on the remaining tread on the centre tread reading of the tyre.
We assume a new tyre has 8mm of tread, which includes 2mm of unusable tread (the 1.6mm legal limit being just below 2mm).

For every 1mm of tread remaining on the tyre (above the 2mm unusable tread) we recharge 1/6th of the total tyre cost.

For example, a tyre with 8mm tread remaining would have a 100% recharge (6mm usable tread, equals 6/6th of tyre cost).
A tyre with 5mm tread remaining would have a 50% recharge (3mm of usable tread which equals 3/6 of the tyre cost or 50%).

The table is as follows:

Remaining tread % Recharge Example Recharge Amount (for a tyre costing £100)

8 100 £100
7 83.3 £83.30
6 66.6 £66.60
5 50 £50
4 33.3 £33.30
3 16.6 £16.60
2 or below 0 £0

Please Note Internally – To find what the description is please refer to the invoice or bill that accounts will have. The reason for the charge will be stated on the bill and can then be explained back to the customer or driver.
The percentage can also be found on the invoice/bill.

What is wheel alignment?

A mechanical adjustment of your suspension system (the parts that connect your wheels to your car) to ensure that your wheels are in the correct position.
Scenarios –
If a vehicle is in at Kwik Fit for tyres and it is obvious that there is irregular wear, then they will do a wheel alignment under the tyre contract. If it has obvious signs of damage then the cost to do it will be re-charged back to the customer.
If it as a different agent (not a kwik fit) and they request a wheel alignment this will be a re-charge as wheels don’t come out of align themselves and is most likely due to hitting a curb or pothole which is driver inflicted.

Summary – the only scenario where a customer wouldn’t be recharged is if it is in at a kwik fit garage and they deem it necessary to do the wheel alignment due to uneven wear in the vehicles tyres.

Useful tools and guides

Here you can find some of the driver and customer-facing guides we have available to support with in-life maintenance queries. 

Lots of useful information can be found in the customer’s Driver Guide, a Standard non-customer-specific copy can be found below. If your customer has been issued a customer-specific guide, this should be available on the KYC or in DropBox – Account Management – Customer Files –  [Customer Folder]. Please note that options for making this process easier are underway, but for now, please pay close attention to ensuring the customer is provided the correct driver guide if you are sending it to them.

• Standard VLS Driver Guide
• Standard Salary Sacrifice Driver Guide
• Guidance for drivers around RAC delays
• RAC product overview – To Follow

Useful things to know from our Maintenance team

JCT600 VLS works with several third-party suppliers who provide a service to our customers. In most cases, drivers will interact directly with these partners, and jobs will be completed without our intervention. We share fleet data with the suppliers so that work can be authorised and invoiced directly to us. Below is a summary of the services and supply partners.