Yeovil sorting office can't be made more disabled friendly because Royal Mail don't own the building

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Royal Mail have said that they are unable to improve disabled access to a sorting office in Yeovil because they do not own the building.

At present, a buzzer allows disabled or elderly people are able to collect their packages from the sorting office on Huish which has no lift and is only accessible via two flights of stairs.

Last month, Royal Mail apologised to a mother of two twins with serious heart conditions after she was told by a member of staff at the sorting office that she was “wasting his time” by pressing the buzzer for her parcel to be brought down.

Lucy Fletcher said the experience had been “abusive and completely unacceptable”.


Mrs Fletcher’s twins, Aurelia and Aurora were born in in March 2016 prematurely at just 30 weeks. Both twins have the same congenital heart condition as Mrs Fletcher.

A spokeswoman from Royal Mail said: “We have a number of measures in place to assist our customers with disabilities. In the Yeovil delivery office, we have installed a buzzer for disabled customers who would like to call for assistance from one of our staff. Alternatively, customers can have items delivered to a nominated neighbour or request a redelivery on a convenient day, including Saturdays, free of charge.


“We have recently reminded our enquiry office staff of the importance of offering a high quality service to all our customers if they choose to visit the office to collect any mail we are holding for them.

“It is worth noting that the building in which Yeovil delivery office is located is old and we don’t own it so our options for improving customer and staff facilities on these premises are limited.”