Coronavirus: how we're protecting our staff and customers

Last updated 11 August 2020

Coronavirus: how we're protecting our staff and customers

Last updated 11 August 2020

Royal Mail‘s number one priority is keeping our people and our customers safe. We have already committed around £40 million on buying equipment such as hand sanitiser, disposable gloves and other protective measures. We continue to follow the preventative guidance of public health authorities. We are doing everything we can to protect our people and customers while remaining open for business and offering delivery services throughout the UK. We have made a number of changes to our processes, and wanted to let you know about a few of them here:


What are you doing about social distancing?

We continue to adhere to social distancing measures aimed at offering further protection for our colleagues, such as keeping  two metres apart, wherever possible.  This includes having only one person in a Royal Mail delivery vehicle at any one time. Processes have been further reviewed to minimise the passing of work between colleagues. 

In order to protect both our people and customers, we are temporarily not handing over our hand-held devices to customers to capture signatures. Postmen and postwomen will instead log the name of the person accepting the item, and sign on their behalf. This applies to all deliveries that require a signature. Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through their letterbox, we will place their item at their door. Having knocked on the door, we then step aside to a safe distance while they retrieve their item. This ensures the item is delivered securely rather than being left outside. 

If they are unable to come to the door at all, we issue a ‘Something for You’ card, advising them to stay home and book a free redelivery of their item. Only in essential circumstances should a parcel be collected from the Customer Service Point at their local delivery office. In this situation, and to keep mail as secure as possible, the card we left and a form of ID in the name of the person the item is addressed to needs to be presented at the Customer Service Point.  

We’ve also temporarily changed the opening times of our Customer Service Points. To support the Government’s advice to stay alert, we are urging customers to only visit Customer Service Points where necessary.  Please note it is now mandatory to wear a mask in a Customer Service Point. Customers can request free redelivery for their items at


What advice are you providing to staff when working?

In line with continued Health and Government guidance, we continue to advise colleagues that good hand hygiene is the first and most important line of defense. We have taken a number of measures and provided preventative guidance to our colleagues. This includes promoting regular hand washing with soap and water, provision of hand sanitiser, disposable gloves and face coverings - available to those who require them. We are keeping colleagues informed through a range of internal communications and local support. 


Will you pay sick pay to staff who are infected?

Currently, our normal approach to sick pay applies to all Royal Mail Group employees who have a confirmed case, symptoms or need to self-isolate themselves due to Covid-19.