Full service continues

In response to the current coronavirus outbreak, we have announced some temporary changes to how Delivery colleagues hand over parcels and ‘signed for’ items to customers at the doorstep.

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

Additionally, where we need to deliver any parcels that do not fit through letterboxes, colleagues should place items at the customer’s door. Having knocked at the door, colleagues should then step aside to a safe distance while the customer retrieves their item. This is to ensure items are delivered securely rather than simply being left outside.

If customers are unable to come to the door, we will issue a ‘Something for You’ card, advising of other ways they can arrange to get their items. For example, by getting a friend or family member to collect the parcel from our local customer service points on their behalf. In this situation, and to keep mail as secure as possible, customers will need to bring the card as well as a form of ID in the name of the person the item is addressed to.

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting coronavirus.

Customers can view full details and further coronavirus-related service updates at www.royalmail.com/coronavirus.

We are actively monitoring this rapidly evolving situation. We take the health and safety of our people very seriously. We have provided guidance to colleagues, customers and communities in which we operate, to help prevent the spread of any infection. We are doing so in line with preventative guidance from PHE.

A detailed and regularly updated questions and answers document can be accessed via our coronavirus advice and guidance page on myroyalmail.com.