Why good photos matter

Our posting customers choose Royal Mail for a variety of reasons, but core to their decision-making is what they trust us to do on the doorstep when we deliver items to receiving customers.

Photo on delivery has been around since November 2021 and it allows us to confirm we’re doing what customers pay us for - providing evidence of a safe delivery or the use of an appropriate safeplace.

We are, however, seeing a significant percentage of photos that are not clear and do not show safe delivery to customers or the use of an appropriate safeplace.

What we do on the doorstep matters - to those sending items and those receiving them. Every time we deliver and confirm delivery with clear, compliant photos, we reaffirm our trusted reputation and avoid customer claims for compensation.

Watch the short video here showing why taking good photos matters.

What action do we need to take:

• Photos should capture item(s) placed on the doorstep with open doorway in the background and the item label visible. No identifiable information such as door number or customer's face should be captured, and certainly no images of children.
• Photos must only be taken using PDAs, and in no circumstances should you use a personal device.
• If you have multiple items that require photo capture, place them all together in the doorway and take one photo of all the items.
• If it can go through the letterbox and no signature is required, take a photograph of the item in there and then push it through.
• When delivering to a business, concierge, post room, reception etc. the item (s) should be photographed at the delivery point, e.g. desk, counter etc. (note at high security locations such as prisons, photos are not permitted so 'Camera Failure' must be selected).
• When taking the photo of an item in a Safeplace, ensure the image clearly shows where it has been left (not just a picture of the item itself) and ensure the delivered to safeplace scan event is used and a P739 left. (Under no circumstances must items be left in bins).