New nationwide mail delivery option

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Responding to Royal Mail’s plans to roll-out its delivery to neighbours initiative nationwide, Kellin McCloskey, Head of Postal Policy at Consumer Focus Post, said:

‘As we do more of our shopping online, missed deliveries are becoming an increasing inconvenience for customers. Many people will be at work when deliveries are made and need alternative ways to receive their mail. Leaving post with a neighbour is a good option, and research by both Royal Mail and Consumer Focus during trials earlier this year in Great Britain showed a positive response from customers, and the neighbours their mail was left with.

‘Not all customers will want their mail to be left with a neighbour. But we welcome this extra delivery option, as long as Royal Mail ensures customers are aware they can opt-out and that staff adhere to the scheme’s guidelines. It is also vital that key safeguards around these changes are included in Royal Mail’s terms and conditions so that consumers’ rights are protected.1’

Consumer Focus Post has made the following recommendations to make sure the delivery to neighbours initiative meets customers’ needs:

Post men/women must be fully aware of guidelines including what items can be left with neighbours and correct use of ‘Something for You’ cards
Consumers must retain the right to opt-out if they wish. Royal Mail should investigate the needs of these people who have undeliverable mail but do not wish to have it delivered to a neighbour
Royal Mail must continue to explore alternative ways of delivering undeliverable post – delivery to neighbours is not the universal solution to the issue of delivery convenience.
Due consideration should be given to a trial period of the Delivery to Neighbours initiative in Northern Ireland, which will help support the future roll-out of the scheme.



ENDS

Notes to editors:

The legal terms and conditions for residential consumers and many small businesses are set out in Royal Mail’s postal schemes. In its consultation Ofcom recognised key safeguards must be in place around a national roll-out of the Delivery to Neighbour scheme. These safeguards must be accurately enshrined in the terms and conditions that govern how Royal Mail interacts with consumers, in language that customers can easily understand.

This means changing the wording of the schemes so that they:

Enshrine the ability of consumers to opt out of the service by reasonable means, which may include the display of an opt-out sticker in a prominent place at their address on or near their letterbox
Allow delivery officers to choose an appropriate ‘neighbour’
Require Royal Mail to pay compensation for lost and/or damaged mail until the point at which the addressee receives the item, even when items are delivered to a neighbour