The Driver and Vehicle Licensing Agency (DVLA) has released its performance figures for the 2025 to 2026 period, revealing a significant disparity between the efficiency of digital services and the experience of motorists with health-related notifications.
While overall customer satisfaction remains high at 91.79%, certain sectors of the agency’s operations have seen a sharp decline in public approval.
Medical notifications and reputation scores
The most notable drop in performance was recorded in the medical condition notification service. Satisfaction for this department fell to 64%, a significant 9.4% decrease compared to previous reporting. This service, which manages how drivers notify the agency of health conditions that may affect their ability to drive, has historically faced challenges regarding processing delays.
Despite the high overall satisfaction with transactional services, the agency’s “reputation score” was recorded at 68.9, down from 70.6 the previous year. This suggests that while motorists find the tools functional, the general perception of the organisation remains lower than its service delivery figures might imply.
Taxing vehicles and revenue growth
The process of taxing a vehicle continues to be the DVLA’s strongest performer. Satisfaction for vehicle taxing services reached 91.7%, with 97.9% of online users reporting that their expectations were either met or exceeded.
The agency also reported a substantial increase in Vehicle Excise Duty (VED) revenue, which reached £9 billion for 2025-26. This is an increase of £0.7 billion over the previous year. According to the National Audit Office, this rise was influenced by the introduction of taxes for zero-emission vehicles, which came into effect from April 2025.
Digital driving licences and future changes
For motorists looking ahead, the DVLA is currently conducting private trials of a digital driving licence. A wider rollout of this digital alternative is planned for England, Scotland, and Wales during late 2026.
This development follows the integration of services into the ‘Driver and vehicles’ account, where motorists can now sign up for digital renewal reminders. This is intended to help drivers avoid missing the 10-year photocard renewal deadline, which remains a common cause of expired licences.
Practical information for UK motorists:
- Digital Account: Motorists can use the ‘Driver and vehicles’ account to view their driving record and sign up for renewal reminders.
- Renewals: While digital reminders are available, drivers should continue to check the expiry date on 4b on the front of their photocard.
- Medical Conditions: Drivers are legally required to notify the DVLA of certain medical conditions. The agency currently advises that online notifications are processed faster than paper applications, despite the lower satisfaction scores for this service.
The agency continues to focus on shifting more services to digital-first platforms to manage the volume of the UK’s 51 million drivers.
