UK Services FAQ

Last updated 20 April 2020

UK Services FAQ

Last updated 20 April 2020

Current service status:

We are actively monitoring the rapidly evolving Coronavirus situation. The postal service is a key part of the UK’s infrastructure. The delivery of parcels and letters is a key way of keeping the country together and helping many people who may not have the option to leave their homes.

We continue to work hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. For the latest service updates and to sign up for emails, click here.

We have already made a series of adjustments to our parcel handling procedures. We are keeping our ways of working under review. There may be more changes in the coming days and weeks. Click here to find information on changes to our services.

 

Frequently asked questions for general customers

The most up-to-date information on how coronavirus affects your Royal Mail service.

How might my deliveries be affected?

 
For all customers (including those who are self-isolating) where we need to deliver any parcel 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. 

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and relevant ID. Full information on acceptable forms of ID can be found here.

 
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature. 

For all customers (including those who are self-isolating) where we need to deliver any parcel 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. 

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and relevant ID. Full information on acceptable forms of ID can be found here.

 
The delivery of parcels and letters is a way of keeping the country together, businesses operating, and helping many people who may not have the option to leave their homes. We’re working hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. Despite our best endeavours, some areas of the country will experience reduced service levels at some points due to Coronavirus-related absences.

 
You can arrange for us to redeliver your item by visiting royalmail.com/redelivery. We’ll endeavour to deliver it on the day of your choosing though this may not be possible due to reduced resource as a result of coronavirus. We’ll get your item back out to you as close to your chosen date as possible.

 
We’re really sorry for any inconvenience caused. To protect the health and safety of our people and our customers, we’ve temporarily changed the opening times of our Customer Services Points in our local delivery offices. The majority of our largest locations will be open between 07:00-11:00am. Most 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, we urge customers to only visit Customer Service Points where absolutely necessary.

 
To support the Government’s advice to stay at home, we’re asking customers to only visit Customer Service Points when absolutely necessary.

We won’t be able to have your mail prepared and ready to collect. Please choose one of the alternative options available at royalmail.com/usefulservices.

And how about collection services?

 
Yes, we continue to collect from as many customers, boxes and Post Offices as possible, as often as we can. Despite our best endeavours, some areas of the country will experience reduced service levels at some points due to Coronavirus-related absences.

We are endeavouring to collect from all business customers that remain open. This may be at different times from usual, so please have your mail ready as early as possible. We’ll attempt to let you know of any changes to our plans so you can continue to plan your business mailings.

Protecting employees and customers

Yes. Public Health England (PHE), the key health authority has advised that people handling letters and parcels are not at risk of contracting the coronavirus.

The World Health Organisation (WHO) has also advised that coronaviruses do not survive long on objects, such as letters or packages.

 
We take the wellbeing of our employees very seriously. In line with guidance from Public Health England, we are advising colleagues that good hand hygiene is the first and most important line of defense. As well as recommending regular washing with soap and water, disposable gloves are available to our people on request. This already forms part of our good hygiene practice. We have already adopted enhanced disinfectant cleaning of communal areas in all Royal Mail sites.

We have also changed the way we deliver items that won’t fit through the letterbox. For all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place the item at the door. Having knocked on the door, we will then step aside to a safe distance while the customer retrieves the item. This will ensure the item is delivered securely rather than being left outside. 

 
We take the wellbeing of our employees very seriously. We are advising all employees to follow guidance from the NHS. This may include self-isolation. 

To support employees who should not be attending work, we are also realigning our sick pay policies. 

 
We take the wellbeing of our employees and customers very seriously.  We are closely following Public Health England guidance. 

If a Royal Mail employee suspects that he/she may have coronavirus, they are advised to following current NHS guidance. It may be that the employee will be advised to self-isolate.  

Should we have a confirmed employee case, we will work with Public Health England who sets out the required actions for the relevant Royal Mail office (if the employee has been in work) and any wider actions relating to people the employee has been in contact with.  We have all the systems and processes in place to carry out cleaning of our property, if required. Each case will be considered on its own merits.

 
The scale, vast network and business continuity expertise of our organisation means we have extensive experience in being able to quickly deploy diversion plans so we continue to provide customers with access to our collection and delivery services, and their mail.

We take the health and safety of our employees very seriously. Each case will be considered on its own merits. Any decision to close one of our units would be made in line with Public Health England guidance. We have strong contingency plans in place to ensure our customers are looked after and mail is kept moving.  

 
Find out more about how we’re adhering to advice from Public Health England and doing all we can to keep our people and customers safe as we work hard to keep the country connected.

 
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.

 
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.

Frequently asked questions for businesses

Please refer to the general FAQ above for questions on how coronavirus might impact your customers' deliveries.

Our contingency plans and yours

Customers can complete a simple web form, available at royalmail.com/collectionrestart, to let us know when they want their Business Collections to restart.

We realise it may not be possible to go to your office and collect printed invoices. We have launched a new electronic invoicing portal which sends a PDF of the invoice via email as it is generated and also provides copy of the invoice on the portal. It is ideal for access via tablet, phone, work and alternative locations. To sign up, register here.

 
We have strong contingency plans in place to ensure our customers are looked after and mail is kept moving in the event of localised service disruption. In the event we need to close one of our units, this decision would be made in line with Public Health England guidance. Royal Mail has many years’ experience of contingency planning for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities. We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services and their mail. We will follow the Government’s advice and work closely with the relevant authorities.

 
No, Royal Mail is closely following Public Health Authority advice and good hand hygiene. We are not asking our colleagues to sign health declarations.

Royal Mail is taking this illness seriously and following both Public Health and World Health Organisation guidance.  We have briefed all colleagues of the guidance including the prevention through good hygiene and hand washing. 

We will not expect our drivers to have to complete a questionnaire and if this is unsatisfactory the customer can post at the appropriate access point, box or Post Office counter.  If however anyone asked to sign a declaration which asks for personal information which is normally provided (e.g. signing of security visitor books to enter a building) the colleague should sign.

 
We are endeavouring to collect from all business customers that remain open. However, if we can’t get to you, we understand it’s essential for you to be able to post with us. If absolutely necessary, you may choose to take your mail to a local Post Office or one of our Customer Service Points. Customer Service Points are operating on reduced hours – as we aim to keep our people and our customers safe – so we’d advise you make arrangements with your local office regarding the options for accepting your mail outside of the temporarily changed opening hours.

 
You can choose from a number of options available at royalmail.com/usefulservices, including:

  • Redirecting your mail to an alternative address for as long as you need us to - Business Redirection
  • Diverting all your company mail to a specific department address, or away from an address you share with other businesses that are staying open – Business Diversion
  • Leaving your mail safe with us until you reopen – a Business Keepsafe.