delivering to apartment blocks.

[daveyeff]

been on my new duty after our re-pick for 4 days now. anyway I had a packet for a guy in some newish flats, where the letterboxes are in the foyer/entrance, you need a code to get in. I buzzed him to let him know I had a packet for him and for him to come down and get it. he replied in a stroppy tone saying he had just got up and was not dressed so I would have to take it up. I told him i didn't have time as i had about 20 other packets for other people in different blocks and i was not leaving the trolley unattended. i told him i would call back in 15 mins with it. when i came back he said he had phoned customer services and they told him i had to take it up. again i told him i wasn't coming up and if he wanted his packet to come and get it....he went apeshit and came down but was saying he's taking it further as they've told him i should've went up. i phoned the DOM straight away and he said i had done right as i was not to leave the mail at risk. he said customer services would propably get in touch with him but he would sort it. anybody else had this sort of thing.

[joeyuk]

Don't worry about it, you did the right thing.

My partner had a complaint for not doorstepping before. Customer complained that he would not leave her parcels behind her bin, she complained and customer services put the complaint through. The DOM spoke to him and said he did the right thing and not to worry. Should have never made it that far really and customer services should have pointed out they was no grounds for a complaint.

[bustedflush]

Don't worry about it, you did the right thing.

My partner had a complaint for not doorstepping before. Customer complained that he would not leave her parcels behind her bin, she complained and customer services put the complaint through. The DOM spoke to him and said he did the right thing and not to worry. Should have never made it that far really and customer services should have pointed out they was no grounds for a complaint.

Unfortunately customer services have no concept of the rules under which we work. They are drones.
I saw a similar example, where the DOM came out fuming after being on the phone in his office. I asked what was wrong, and he said CS had just forwarded a complaint to him made about a colleague who refused to enter a garden with two large "friendly - don't worry they won't hurt you..." dogs and deliver a packet. The woman complained he wouldn't enter the gate with them loose. He was apoplectic about it, the fact they were stupid enough to even accept this as a complaint let alone forward it to him when they should be aware of basic dog-safety rules.

[bigbazza]

Do what my P and L partner did after we had a few run in's with customers, Get your line manager to write a letter to explain that if someone has a parcel, signed for they will have to come down to where the letter box is and get it there, then print one of for each postbox and post them. Did the trick for us but you still get the odd one try it on
just give them enough time to come down then 739.

[windermeredave]

My method is I say I have a packet downstairs in the lobby come down please, if they say no I dont answer, If they are not there bafore i finish posting the letters they get a docket left. simples

[datasaint]

I believe you're supposed to deliver to the delivery point, so where ever the letterbox is, to go elsewhere in the building you'd be uninsured "apparently".

[Newbie001]

The walk I'm on this week has an apartment which receives lots of packets and has letterboxes on the bottom floor that you can barely get letters through. Was buzzing each person but it takes about a minute just to buzz one person and have had quite a few refuse to come down. It does have a lift so have just been going up and knocking the doors. Must admit its very tempting to just 739 everything. Not sure what the official policy on this is.

[35wayno]

There are a few things to consider.

The truth is that the customer has the right to expect you to deliver to their door. I know that takes longer but does it really matter? If you can't finish your duty due to having to deliver up the stairs then so be it. You have a choice to make do I claim o/t or work to my time. For me personally I would do everything for the customer.
What would you do if a customer had a buzzer at the side of an electric gate with a 50 yard walk to the front door? Answer is of course you would walk in and deliver the parcel.

Obviously if you feel there is a threat to the security of your trolley because you have to leave it on the ground floor then you would be in your right to ask the customer to come down. Golden rule is make sure your mail stay with you.

The bottom line is for you to ensure your manager is aware and make him/her make the decision. A senior CWU rep told me that since 'methods' were introduced most of the people he had represented were in trouble due to making their own decisions. This is what your managers are paid for so leave the ball in their court.

[A2B]

There are a few things to consider.

The truth is that the customer has the right to expect you to deliver to their door. I know that takes longer but does it really matter? If you can't finish your duty due to having to deliver up the stairs then so be it. You have a choice to make do I claim o/t or work to my time. For me personally I would do everything for the customer.
What would you do if a customer had a buzzer at the side of an electric gate with a 50 yard walk to the front door? Answer is of course you would walk in and deliver the parcel.

Obviously if you feel there is a threat to the security of your trolley because you have to leave it on the ground floor then you would be in your right to ask the customer to come down. Golden rule is make sure your mail stay with you.

The bottom line is for you to ensure your manager is aware and make him/her make the decision. A senior CWU rep told me that since 'methods' were introduced most of the people he had represented were in trouble due to making their own decisions. This is what your managers are paid for so leave the ball in their court.

I don't think you're correct there, the delivery point is the letterbox at ground level not at the door

[janitor]

Was always told by the DOM the delivery point is the letter box, this was due to a security guard of a large company insisting that he would take the mail, and sign for anything that needed a signature, but any parcels he wanted to go to goods in.This was,only one security guard the rest took everything, was told by the DOM if it doesn't go through the box, and he refuses to take it,739 it, I personally never got to try it out, but my cover did, and after that he took everything.

[t-c]

The truth is that the customer has the right to expect you to deliver to their door.

The customer can expect the Queen to delivery to their door, they wont get it as the delivery point is the letterbox and not always the door, so if there communal letter box is ground floor, thats the point of delivery which your timed to deliver too.
If they refuse to come down to collect, explain your leave a P739 for them . (with a smile!), if they get gobby, ask them to contact customer services or leave a customer service card with the P739 for them always good to be helpful :)

[rubberbond]

Was always told by the DOM the delivery point is the letter box, this was due to a security guard of a large company insisting that he would take the mail, and sign for anything that needed a signature, but any parcels he wanted to go to goods in.This was,only one security guard the rest took everything, was told by the DOM if it doesn't go through the box, and he refuses to take it,739 it, I personally never got to try it out, but my cover did, and after that he took everything.

There must be a policy on this somewhere,there is for almost everything else,bar how to wipe your arse.

[TrueBlueTerrier]

http://www.royalmail.com/personal/help- ... -addresses" onclick="window.open(this.href);return false;

Delivering mail to multi-occupied addresses

If you live in or occupy business premises in a location where our delivery staff only have access to a single point where they deliver mail for multiple residences or premises within that location, this is considered to be a multi-occupied address.

Where delivery arrangements already exist where a facility is provided such as a central point for the delivery of mail or the provision of external lockable letter boxes at a building/site, these will be deemed as the delivery point for the individual addresses. In such circumstances, Royal Mail will not perform deliveries to individual residences or business premises, if requested by individual customers, even if the delivery standard criteria below are met.

If you have an item that needs to be signed for this will be delivered to the door to obtain the signature rather than left at the central point.

Residential Locations
Where separate facilities are provided for each residence, we will only deliver mail directly to your residence or to a centrally located box corresponding to your residence, provided all of the following conditions are met:
1.Your residence is a self-contained property and is separately and individually rated by the local authority for council tax purposes.
2.Your residence can be clearly identified (with a number, letter or name) and has its own letterbox (or a secure lockable receptacle that clearly corresponds to the residence)
3.Our delivery staff can gain safe and easy access to perform delivery to your residence.
4.The residence is a permanent structure.

Should any of the conditions above not be met then we are not obliged to deliver mail directly to your residence. Instead, we will deliver your mail to a suitable central reception point or letterbox for your location, together with other mail for this location.

Business Locations
If you occupy a business premise within a multi-occupied location that has a central reception (mailroom or similar) to which the mail is delivered, then this will be deemed as the delivery point for your business premises.
If there is no such facility then we will deliver your mail directly to your address provided all of the following conditions are met:
1.Your separate business address is a self-contained property and is separately and individually rated by the valuation office for business rate purposes.
2.Your separate business entity can be clearly identified (with a number, letter or trading name) and has its own letterbox (or a secure lockable receptacle that clearly corresponds to the business premise)
3.Our delivery staff can gain safe and easy access to perform delivery to your separate business premise.
4.The overall multi-occupied site to which the address relates is a permanent structure
Should any of the conditions above not be met then we are not obliged to deliver mail directly to your business premise. In such circumstances we will deliver your mail to a suitable reception point or letterbox for your location, together with other mail for this location.

If you meet the conditions outlined above we can deliver your mail directly to your business premises. If your business premises occupy more than one floor of a multi-occupied building we will deliver your mail to the nearest floor to the access point of the building. Should you require delivery to a different floor then a floor fee may be payable.

For clarification: in circumstances where a single business entity occupying an address has separate operating units within it, which are separately rated and situated, (for example) on different floors of the building, even where the delivery standards criteria (above) are met, the building will not be regarded as multi-occupioed for the purposes of applying the Policy. It is not intended that Royal Mail will deliver, as part of its universal service obligation, to separate parts of the same organisation simply because it has separately rated operational units within a single premises. In such circumstances it would be appropriate for the entity in question to purchase a sortation service, such as Selectapost from Royal Mail.

University Student Accomodation
Universities may request delivery of mail to individual student flats within a hall of residence or other student accommodation, provided all of the conditions for delivery direct to residential addresses situated within a multi-occupied location outlined above are met. Should any of the conditions not be met then we will deliver the mail to a suitable reception point.

Caravans, Mobile Homes and Holiday Chalets
If you live in a caravan, a mobile home or a chalet which is not separately rated for council tax purposes, and you are prepared to make a declaration that this is your main residence, and do not pay council tax on another residence, we may agree to undertake deliveries to your residence subject to meeting the other conditions for residential addresses outlined above.

Boats
If you live on a boat that is licensed for a permanent mooring with a long-term residential mooring permit, and the mooring is designated ‘full residential’, we may agree to undertake deliveries to your premises subject to meeting all of the conditions for residential addresses outlined above.

Changes to Delivery Arrangements
Any requests to change current delivery arrangements for any multi-occupied location will be dealt with on the following basis:
1.Any review of the delivery arrangements for the location must include all the residences/business premises.
2.Any such requests must come from the building or site owner (or similar) who commits to ensuring that delivery arrangements are similar (where appropriate) for all residences or business at the location.
3.If a communal delivery point is provided and an occupant of an address contained within a multi-occupied location requests a delivery to their individual address, we are not obliged to provide this.
4.Where a facility is provided, such as the provision of external lockable letter boxes in a block of flats, these will be deemed to be the delivery point for individual addresses within a multi-occupied location. In such circumstances, we will not perform deliveries to individual front doors, if requested by or on behalf of individual customers, even if all the conditions outlined above are met.

[rubberbond]

http://www.royalmail.com/personal/help- ... -addresses

Delivering mail to multi-occupied addresses

If you live in or occupy business premises in a location where our delivery staff only have access to a single point where they deliver mail for multiple residences or premises within that location, this is considered to be a multi-occupied address.

Where delivery arrangements already exist where a facility is provided such as a central point for the delivery of mail or the provision of external lockable letter boxes at a building/site, these will be deemed as the delivery point for the individual addresses. In such circumstances, Royal Mail will not perform deliveries to individual residences or business premises, if requested by individual customers, even if the delivery standard criteria below are met.

If you have an item that needs to be signed for this will be delivered to the door to obtain the signature rather than left at the central point.

Residential Locations
Where separate facilities are provided for each residence, we will only deliver mail directly to your residence or to a centrally located box corresponding to your residence, provided all of the following conditions are met:
1.Your residence is a self-contained property and is separately and individually rated by the local authority for council tax purposes.
2.Your residence can be clearly identified (with a number, letter or name) and has its own letterbox (or a secure lockable receptacle that clearly corresponds to the residence)
3.Our delivery staff can gain safe and easy access to perform delivery to your residence.
4.The residence is a permanent structure.

Should any of the conditions above not be met then we are not obliged to deliver mail directly to your residence. Instead, we will deliver your mail to a suitable central reception point or letterbox for your location, together with other mail for this location.

Business Locations
If you occupy a business premise within a multi-occupied location that has a central reception (mailroom or similar) to which the mail is delivered, then this will be deemed as the delivery point for your business premises.
If there is no such facility then we will deliver your mail directly to your address provided all of the following conditions are met:
1.Your separate business address is a self-contained property and is separately and individually rated by the valuation office for business rate purposes.
2.Your separate business entity can be clearly identified (with a number, letter or trading name) and has its own letterbox (or a secure lockable receptacle that clearly corresponds to the business premise)
3.Our delivery staff can gain safe and easy access to perform delivery to your separate business premise.
4.The overall multi-occupied site to which the address relates is a permanent structure
Should any of the conditions above not be met then we are not obliged to deliver mail directly to your business premise. In such circumstances we will deliver your mail to a suitable reception point or letterbox for your location, together with other mail for this location.

If you meet the conditions outlined above we can deliver your mail directly to your business premises. If your business premises occupy more than one floor of a multi-occupied building we will deliver your mail to the nearest floor to the access point of the building. Should you require delivery to a different floor then a floor fee may be payable.

For clarification: in circumstances where a single business entity occupying an address has separate operating units within it, which are separately rated and situated, (for example) on different floors of the building, even where the delivery standards criteria (above) are met, the building will not be regarded as multi-occupioed for the purposes of applying the Policy. It is not intended that Royal Mail will deliver, as part of its universal service obligation, to separate parts of the same organisation simply because it has separately rated operational units within a single premises. In such circumstances it would be appropriate for the entity in question to purchase a sortation service, such as Selectapost from Royal Mail.

University Student Accomodation
Universities may request delivery of mail to individual student flats within a hall of residence or other student accommodation, provided all of the conditions for delivery direct to residential addresses situated within a multi-occupied location outlined above are met. Should any of the conditions not be met then we will deliver the mail to a suitable reception point.

Caravans, Mobile Homes and Holiday Chalets
If you live in a caravan, a mobile home or a chalet which is not separately rated for council tax purposes, and you are prepared to make a declaration that this is your main residence, and do not pay council tax on another residence, we may agree to undertake deliveries to your residence subject to meeting the other conditions for residential addresses outlined above.

Boats
If you live on a boat that is licensed for a permanent mooring with a long-term residential mooring permit, and the mooring is designated ‘full residential’, we may agree to undertake deliveries to your premises subject to meeting all of the conditions for residential addresses outlined above.

Changes to Delivery Arrangements
Any requests to change current delivery arrangements for any multi-occupied location will be dealt with on the following basis:
1.Any review of the delivery arrangements for the location must include all the residences/business premises.
2.Any such requests must come from the building or site owner (or similar) who commits to ensuring that delivery arrangements are similar (where appropriate) for all residences or business at the location.
3.If a communal delivery point is provided and an occupant of an address contained within a multi-occupied location requests a delivery to their individual address, we are not obliged to provide this.
4.Where a facility is provided, such as the provision of external lockable letter boxes in a block of flats, these will be deemed to be the delivery point for individual addresses within a multi-occupied location. In such circumstances, we will not perform deliveries to individual front doors, if requested by or on behalf of individual customers, even if all the conditions outlined above are met.

Thank you.
So,if it needs signing for, you have to take it to the door,if it doesn't you don't. However,what if the "individual residence" has no door number,and there are multiple floors? Then what?

[chrisj]

There was no need to 'copy entirely' the last post with a such tiny reply...

You can cut and paste the part you want to reference or just reply - people will know what you are talking about.