Inaccessible delivery points

[arty_morty]

I was always told that if I couldn't leave a 739 due to no access to the letter box - tradesman's out of service etc - that I was to give the card to the postman for delivery at the next opportunity. Now our DOM has said that if we can't gain access we have to keep taking the packet back until we either deliver the item or get access to the letter box. On each unsuccessful visit we have to gun the item (if applicable) as inaccessible.

This is apparently to reduce complaints re 'the postman didn't knock but left the card'.

So this raises a couple of issues. When does the 18 day period before the item is returned to sender start? From the 1st attempt or from the day the card is left? What happens with time sensitive stuff? A customer may be expecting a Reg and if we don't deliver the item until maybe a week later surely that is bigger grounds for complaint? At least if a 739 goes in the next day they will see we tried to deliver.

Anyone else having similar issues?

[factorycat]

I was always told that if I couldn't leave a 739 due to no access to the letter box - tradesman's out of service etc - that I was to give the card to the postman for delivery at the next opportunity. Now our DOM has said that if we can't gain access we have to keep taking the packet back until we either deliver the item or get access to the letter box. On each unsuccessful visit we have to gun the item (if applicable) as inaccessible.

This is apparently to reduce complaints re 'the postman didn't knock but left the card'.

So this raises a couple of issues. When does the 18 day period before the item is returned to sender start? From the 1st attempt or from the day the card is left? What happens with time sensitive stuff? A customer may be expecting a Reg and if we don't deliver the item until maybe a week later surely that is bigger grounds for complaint? At least if a 739 goes in the next day they will see we tried to deliver.

Anyone else having similar issues?

We have this system in our office.

What your supposed to do is go out the next morning with the postmans keys (before they leave the office) or when the trade will be working and gain access to the building to deliver packet or leave p739.... If this delays you with that days packets,.... Not your problem, just work your time.

[DGP1]

We were told that it's 3 attempts and then return to sender but if your manager makes another decision then just go with it, if they want to make you attempt a delivery 10 or 20 times then so be it, as has been said, you need only work your hours (or claim OT if you're going over).

[dvbuk55]

We were told that it's 3 attempts and then return to sender but if your manager makes another decision then just go with it, if they want to make you attempt a delivery 10 or 20 times then so be it, as has been said, you need only work your hours (or claim OT if you're going over).

As a business we are not obliged to make anything other than the service states which is a single delivery, which is what we do, card it and await customers instructions or RT it after 18 days. I don't see how you have time to deliver each item more than once.

[fishtank]

To be honest it's not a smart move business-wise to allow some customers what amounts to a premium service for no extra cost.
If you took it to extremes a customer could in theory ,chain up their gate,block up their letter box or double lock a security door every time they popped out and force RM to continue to attempt delivery until they could be arsed being in.

[DGP1]

We were told that it's 3 attempts and then return to sender but if your manager makes another decision then just go with it, if they want to make you attempt a delivery 10 or 20 times then so be it, as has been said, you need only work your hours (or claim OT if you're going over).

As a business we are not obliged to make anything other than the service states which is a single delivery, which is what we do, card it and await customers instructions or RT it after 18 days. I don't see how you have time to deliver each item more than once.

But the manager is telling them to do it and you know that it's a 'reasonable' request if they're paying for it then we should be doing it, 8 hours work for 8 hours pay

[dvbuk55]

To be honest it's not a smart move business-wise to allow some customers what amounts to a premium service for no extra cost.
If you took it to extremes a customer could in theory ,chain up their gate,block up their letter box or double lock a security door every time they popped out and force RM to continue to attempt delivery until they could be arsed being in.

Although I recently saw an SD with a red/orange sticker stating "Option 2 - If the customer isn't in then deliver to xxxxxxxxxxxxxxx Post office for collection - No charge will be made", on the same day. I don't know if it is a new trial scheme or what and I have only seen it the once but the problem is that the delivery address was on one delivery and the Post Office on another which meant the original delivery driver had to travel some distance. How we would manage if it was a foot delivery?????, the powers that be obviously hadn't thought of that probably.

[not me]

I was always told that if I couldn't leave a 739 due to no access to the letter box - tradesman's out of service etc - that I was to give the card to the postman for delivery at the next opportunity. Now our DOM has said that if we can't gain access we have to keep taking the packet back until we either deliver the item or get access to the letter box. On each unsuccessful visit we have to gun the item (if applicable) as inaccessible.

This is apparently to reduce complaints re 'the postman didn't knock but left the card'.

So this raises a couple of issues. When does the 18 day period before the item is returned to sender start? From the 1st attempt or from the day the card is left? What happens with time sensitive stuff? A customer may be expecting a Reg and if we don't deliver the item until maybe a week later surely that is bigger grounds for complaint? At least if a 739 goes in the next day they will see we tried to deliver.

Anyone else having similar issues?

We have this system in our office.

What your supposed to do is go out the next morning with the postmans keys (before they leave the office) or when the trade will be working and gain access to the building to deliver packet or leave p739.... If this delays you with that days packets,.... Not your problem, just work your time.

you havent gone Park & poop obviously

[PhilthyPhil]

Although I recently saw an SD with a red/orange sticker stating "Option 2 - If the customer isn't in then deliver to xxxxxxxxxxxxxxx Post office for collection - No charge will be made", on the same day. I don't know if it is a new trial scheme or what and I have only seen it the once but the problem is that the delivery address was on one delivery and the Post Office on another which meant the original delivery driver had to travel some distance. How we would manage if it was a foot delivery?????, the powers that be obviously hadn't thought of that probably.

This has been around for quite a long time. I used to have someone who regularly got SDs with those stickers on. Then the local PO closed down.

http://www.royalmail.com/delivery/outbo ... t-business" onclick="window.open(this.href);return false;

[Caniel]

In my office if we cannot gain access we keep trying for 3 days then return the item to sender. We have these stickers which state "unable to gain access due to controlled entry" we put one on and endorse with the date/duty number each time we can't gain entry. Once the item has three of these stickers on we return it, at least this way when it arrives back at the senders address they can clearly see that there has been three attempts to deliver it and they cannot argue otherwise.

[fishtank]

On the back of this month's Courier...
Don't ask me how i found out...

Andy Hughes, operations customer experience manager:

There is currently work under way to finalise a standard covering all undeliverable packets/signed for items, to ensure we treat all our customers consistently.
This will include a business-wide standard for the time elapsed that is put on the P739 card to make sure the customer can collect.
This work is also looking at how many attempts at redelivery we should carry out and other changes to the P739, to address issues around Delivery To Neighbour and Controlled Entry issues.
Watch this space.