Redirecting an item with a customs charge to pay

[greenchicken]

Hi everyone, firstly thanks for all your work at these crazy times.

I wondered if anyone can help with this problem.

I've been waiting for a delivery from the US since before lockdown, annoyingly it was being sent to my work address which is closed for potentially several more months. It seems to have finally touched down in the UK as the Track & Trace has this notice: 'Sorry, there's a Customs charge due for this item so we’re holding it at Central London MP EC1 CSP'.

The only option online is to pay the fee so it gets redelivered but that won't be possible, and the website won't let me request a delivery to my home address. I have tried calling 03456021021 and 03457740740 but had to give up on both after half an hour or so. I don't drive so my only way of physically getting there would be public transport which I'm not massively keen on, as I don't even know if they'd release it to me in person, plus the package is quite heavy.

My question is - have I missed a way to get this redirected to my home address online when I pay the customs charge? If I pay the customs charge and the delivery fails, would I be able to redirect it then? Or is my only option to go to the sorting office?

Thanks