It’s been one month since we started delivering to neighbours across the UK. It’s a major change and will take some time to settle down. But this way of working is vital if we are to ensure we’re putting customers first.
Being able to leave items with neighbours is a major step towards improving our customer service, by delivering more items first time and operating like other major delivery firms.
The change has led to many of you asking questions. The project team answers these, and we highlight the reasons why it is so important that we work in this way.
Why are we doing it?
Continued growth in the UK home shopping market means we are delivering more packets. This is good news for us because letters are in decline. However, many customers are often out during the day and these items are too big for letterboxes or need to be signed for.
Most people don’t want the inconvenience of going to their local delivery office to pick up their item. And for many of you, it is frustrating to take large items out, only to have to return them to the office.
This way of working is also a benefit for our customers sending mail out. Many businesses, particularly small companies, depend on home shopping to survive and succeed, and want their customers to get what they have ordered quickly and easily.
Operating like this will also reduce the need for redeliveries and the chance of customer complaints, saving us time and costs.
Are all products included?
No. It is important to remember that Special Delivery and International Signed For mail is not included. The existing process should be followed for these products.
What happens if customers don’t want their items delivered to a neighbour?
People can opt out. We have done a door drop leaflet to customers explaining how. We have produced special stickers to display on their letterbox or window. Please look out for them. If a customer asks you for one, they can contact Royal Mail Customer Services by telephone or via the dedicated website that has been set up. Details will also be kept in enquiry offices.
What do I do if someone has opted out?
Return undeliverable items to the delivery office in the normal way, remembering to leave a properly filled out ‘Something for you’ P739 card.
Can we ask customers who are displaying a sticker to take items for their neighbours?
No. The opt out sticker denotes that the customer does not want their items left with a neighbour and doesn’t want to receive items left for a neighbour.
What happens if a customer isn’t displaying an opt out sticker but refuses the item?
The item should be returned to the delivery office and a ‘Something for you’ card left for the recipient. The customer who refuses the item should be given details on how to opt out to avoid this situation arising in the future.
What happens if a customer says they don’t want an item left with a particular neighbour?
The customer needs to opt out as we cannot take individual preferences into account.
How do I decide which neighbour to deliver to?
Use your local knowledge and experience. If a suitable neighbour isn’t available, fill out a ‘Something for you’ card and return the item to the delivery office.
How does the customer know where their item has been left?
We have introduced a new ‘Something for you’ card with a section to say which neighbour the item has been left with. If you are unsure, speak to your office manager.
What happens if the neighbour denies having the item? Will I be held responsible?
Any issues should be referred to customer services in the normal way. If you have followed the correct process, you will not be held accountable.
What do I do if a Tracked item specifies a safe place for delivery?
Deliver the item to the specified place and not a neighbour (unless that is the requested safe place).
Has extra time to do this been factored into how long I have to complete my deliveries?
During our trial of this way of working, no additional time was incurred. We are only attempting to deliver an item to a nearby location when someone isn’t in. Working in this way will save the time it takes to return items to the office and prepare items for redelivery.
How many houses should we try before taking the item back to the office?
You should use your judgment. It does not need to be the immediate neighbour, though making it as close as possible will save you and the customer time. If you can’t find a suitable neighbour, return the item to the office.
