Coronavirus: changes to service

Last updated 8 April 2020

Coronavirus: changes to service

Last updated 8 April 2020

Changes to service 

We are seeking to deliver as comprehensive a service as possible at all times

We are committed to ensuring we deliver for the country. Our colleagues are keeping the mail moving – delivering letters and parcels across the UK, including to those who find it difficult to leave their homes. 

Throughout this crisis, we will continue to deliver the most comprehensive service we can to all our customers. However, as cases of coronavirus increase across the UK we, along with other organisations, are experiencing growing levels of employee absence due to illness and self-isolation.

Absence rates are currently significantly higher than what we normally expect at this time of year. To manage these severe absence levels – which are growing - we are implementing a range of mitigations. These include changing the time guarantee on Special Delivery and deploying non-operational managers in Delivery. We are working closely with approximately 11,000 Post Offices that remain open to provide another avenue – where appropriate – for you to access essential mail services. Please click here to find out information on Post Office opening times.

Despite our best endeavours, it is likely that some areas of the country will experience a reduction in service levels due to coronavirus-related absences at their local mail centre or delivery office. 

We will continue to actively monitor this rapidly evolving crisis. We will keep talking to you. And, we will continue to focus on the delivery of our two priorities: i) safeguarding the health and wellbeing of our people and the communities we serve; and ii) delivering as comprehensive a service as possible at all times. 

Thank you for your support and patience. 

 

Customer Service Points – Temporary Change in Opening Hours

We have changed the opening times of our Customer Services Points in our local delivery offices. Our largest locations will be open between 07:00-11:00am. All other Customer Service Points will be open between 07:00-09:00am. All will be closed on Wednesday and Sunday.

To support the Government’s advice to stay at home and avoid non-essential journeys, we urge customers to only visit Customer Service Points where absolutely necessary. As a reminder, we can also redeliver your item(s) for free.  Schedule your redelivery here.

 

Longer retention periods in Customer Service Points

To give you longer to collect or have your item redelivered, from Monday 6 April we have temporarily extended the retention period to 30 calendar days before items are returned to sender.

This applies to the following:

  • Items we’ve left a ‘Something for You’ card
  • Items that have a ‘Surcharge to Pay’
  • Items that have a ‘Customs Charge to Pay’
  • Local Collect items where the parcel is addressed to the Customer Service Point

 

Changes to Special Delivery Guaranteed

Due to increased absence levels, we’ve reviewed our timed guarantees for Special Delivery Guaranteed by 9am and 1pm services and will make the following changes:

  • For items posted from Tuesday 31 March 2020 onwards, our guaranteed delivery for Special Delivery Guaranteed by 9.00am the next working day will change to by 12.00pm the next working day*.
  • Our guaranteed delivery for Special Delivery Guaranteed by 1.00pm will change to by 9.00pm the next working day*.

*existing postcode exceptions apply

 

Business Redirection and Diversion refund

We would like to reassure any company that has taken out a Business Redirection or Diversion during the COVID-19 crisis, after 16 March 2020, that should they return to their usual premises before their Business Redirection or Diversion expires, they will be refunded for any remaining time. Further information can be viewed here.

 

Signing for and receiving items

In order to protect both our people and customers as much as possible, we are minimising contact during delivery.  We will not be handing over our hand-held devices to customers to capture signatures but instead log the name of the person accepting the item.  Additionally, for all customers where we need to deliver any item that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside. 

More information about this change can be found in the Domestic section below or on product pages.

 

Delivering to care homes

The Government has introduced measures to protect our most vulnerable groups, including those in residential care. These include limiting all but essential access to care homes for external contractors.

We recognise that post is important to the elderly, particularly those away from their friends and families in care homes. Therefore, to support the effort to keep the mail moving but prevent the spread of Coronavirus, we are making arrangements to deliver to a central point (e.g. reception) rather than individual addresses within care homes from 19th March. These changes will help to ensure the health, safety and wellbeing of our people and the vulnerable in society.

 

Changes to Door to door mailings

We will deliver unaddressed door to door advertising mailings to customers who are receiving addressed letters or parcels at the same time, wherever practically possible.

Door to door mailings provide a very valuable service to small businesses and companies of all kinds as they seek to provide their goods and services. Many small businesses need that support now more than ever. They want to send it, many consumers want to receive it. Door to door mailings also include important communications from local government. 

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