Maintaining access

To support the Government’s advice to stay at home, we’re asking customers to only visit customer service points (CSP) when absolutely necessary.

We have prepared an (updated) letter for colleagues to hand over to business customers who are attempting to collect or drop off their mail. This letter should be handed out when a business customer attends the CSP to collect or drop off mail, providing them with a list of options for making alternate arrangements.

Business customers will continue to require access for dropping off their collection mail. We are aware that there may be more customers than usual dropping off mail in some areas.

Please make local arrangements with those business customers, letting them know where they can drop mail off when the CSP is closed. This may be a similar local arrangement to the one you have put in place with your British Gas engineers, who require access for parts.

In the first instance, please advise customers to drop off their mail during the revised opening times of your CSP. If this is not possible, please make arrangements with the customer to accept their mail outside of the CSP opening hours. 

We continue to take action to protect our colleagues and our customers during this unprecedented and difficult time. It is also more important than ever that we protect our revenue and the future of the business by ensuring we are paid correctly for the work done.

We must continue to refuse any customer mail without posting documentation wherever we agree they can drop off mail, and we must scan the barcode on all posting documentation presented by the customer with their mail. Without this action, we cannot be sure that they have paid for their mailing.

We must also continue to follow the Red X process, which enables us to target customer postings for revenue protection checks.