Show and bell

Colleagues on delivery will have noticed that more and more customers have fitted smart doorbells.

Smart doorbells are becoming increasingly popular as online shopping grows and customers expect their deliveries to be made regardless of whether they are at home or not.

These devices can connect to a customer’s mobile phone and can include a camera as well as an intercom function.

There are now several different manufacturers and companies who have developed and are selling this type of equipment. The technology can film or capture your image while also facilitating conversations between colleagues and the customer while the customer is not actually present at their doorstep.

Smart doorbells can start filming or capturing images when motion is sensed – which can be as you approach or enter the driveway or front garden area, and not just from when you physically press the doorbell. Please be aware that you could be filmed from the moment you enter the premises up until you leave and move onto the next delivery point. 

Customers can record CCTV footage from their doorbell, so it is important to bear in mind that your actions and conversations with the customer may be recorded.

These devices can present some challenges and opportunities for colleagues on delivery, which is why it’s important for us to be aware of their features. It is also important that we are clear and polite in explaining to customers what we can and can’t do in regard to their requests.

Key facts:

• Smart doorbells start filming when a motion sensor is triggered - this can be up to 10 metres away – and not simply when you press the bell.
• Footage can be recorded by the customer.
• Assume that you are being recorded when you are within range of the doorbell. Please ensure that you follow our procedures and are polite at all times.
• If the householder asks you to do something with their parcel, make sure you follow the business policies:

1. Only leave a parcel if it has a SAFEPLACE instruction on the label.
2. Don’t deliver signature products without a signature (it is the poster who has paid for the signature).
3. You can deliver to a suggested neighbour – they are more likely to be in and to accept the package.
4. If customers are unhappy with what you are able to offer then politely explain that you are following company policies to keep mail secure.

• If a customer’s footage of a colleague is uploaded online without consent and you are not happy, please email smartdoorbells@royalmail.com. We can then review the case and involve our Group Legal team where appropriate.