Coronavirus: changes to service

Last updated 1 May 2020

Coronavirus: changes to service

Last updated 1 May 2020

Changes to service 
 

Temporary change to postal arrangements on Saturdays 

Our postmen and postwomen are working very hard across the UK in challenging conditions. As we said at the start of the coronavirus crisis, there will be some disruption to services. Relevant factors include high levels of coronavirus-related absences and necessary social distancing measures. 

We understand the importance of the postal service in keeping the UK connected at this time. We have also listened to our hard-working colleagues who have asked us to ease the additional burden on them if possible. As a result, we are making some temporary changes to postal services.

From 2 May we will temporarily no longer deliver letters on a Saturday. We will continue to provide a letter delivery service from Monday to Friday as normal. The majority of parcel services will be delivered on a Saturday including 1st and 2nd Class Parcels, Royal Mail Tracked 24 and 48, Royal Mail Tracked Returns, Special Delivery Guaranteed and International tracked services.

Customers should continue to post both letters and parcels as usual on Saturday. We will continue our Saturday collections from businesses, post offices and post boxes as normal. 

We will resume the six-day-a-week delivery of letters and parcels from June 13.

Click here more information on changes.
 

 

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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