News and press releases

Royal Mail today welcomed Ofcom’s approval of regulatory changes that enables it to roll out its Delivery to Neighbour programme across the UK.

Royal Mail will launch the initiative across the UK on Monday 1 October, making it easier for people who are out and about when we call to receive their post.

The programme is part of a process of bringing Royal Mail’s terms and conditions more in line with other delivery companies. Until now, Royal Mail was the only major delivery company not allowed to deliver to a neighbour as part of its standard practice.

A trial of the initiative found that customers welcomed the convenience of items being delivered to a neighbouring address if no one was at home to receive them.

Royal Mail wrote to all 29 million addresses across the UK in August providing information about the new delivery initiative which will make it easier for people who are out and about when the post arrives to receive items that are too large to go through the letterbox or require a signature.

Mike Newnham, Royal Mail’s Chief Customer Officer, said: “We are delighted that Ofcom has approved the regulatory changes that enable us to roll out the Delivery to Neighbour initiative across the UK. This means that customers will benefit from the improved convenience during the busy Christmas period and beyond.”

For further information contact:

James Eadie
Head of PR
Royal Mail Group
020 7250 2468
07850 757271
james.r.eadie@royalmail.com

Notes to editors:

Special Delivery and inbound international items requiring a signature are excluded from Delivery to Neighbour.

Feedback from households in the trial areas revealed that 92%* of customers whose item was left with a neighbour were satisfied with the overall experience. 90% of neighbours who accepted an item expressed overall satisfaction. When questioned about their reasons for satisfaction, convenience and ease were top of the list.

*The research of 720 customers was carried out between 12 January and 9 February 2012 by Illuminas. Findings of the trial can be found at www.royalmailgroup.com/regulation/regulation-framework

Research by Consumer Focus also found that delivery convenience was improved for people whose undeliverable post was left with a neighbour as part of the trial. Its report, Everybody Needs Good Neighbours, said: “Both recipients and neighbours reported that items were collected quickly and conveniently, with no reports of loss or damage. Almost all consumers whose post was left with a neighbour, or who received post on behalf of their neighbours, believed they had benefitted from the delivery to neighbour trial.”

Royal Mail has written to all addresses informing them of the initiative and giving the opportunity for people to opt out if they wish to. Customers can opt-out by registering online at www.royalmail.com/out or calling our customer services number on 08456113420 or 08456000606 for customers who are deaf or hard of hearing.

During the trial less than 1% of households requested an opt-out.