Covid-19: An update for you all on the current preparations and decisions we are making here at Yodel.
Firstly, we want to assure you that although the current situation is challenging and uncertain for everyone, we are taking it very seriously. We have always strived to provide the best possible service and under the current circumstances we have reviewed our delivery options to you and have listed them below. We have put plans and processes in place to protect our colleagues and our business, ensuring we continue to deliver a good and robust service to you.
Yodel will aim to issue updates on a regular basis in line with guidance from the government and public health regarding all our services here in the UK and for any effect this will have on our International services.
At present we are still operating as normal across our entire UK network and there are no Service Centre closures.
Our International outbound service continues to operate; however, we are seeing some delays with countries which have restrictions in place, we are continuing to work alongside our partners and will update when and if the situation changes.
Here at Yodel we have communicated to all of our workforce that all deliveries should now be considered contactless, there is no requirement for any of our drivers or couriers to hand their device to a customer to obtain a signature.
We have also made the decision to close all of our service centre reception areas to the public, if a customer wants to collect their parcel they will be directed to a mobile number on a notice posted on the reception door. We have made this change on the back of the latest government guidance to ensure a safe working distance for all our service centre colleagues.
Final Mile changes
Yodel is working closely with other parcel delivery companies to ensure that a common and consistent process is introduced. Until advised otherwise the following processes will be put in place to adhere to government guidelines for maintaining social distancing:
- For all parcels which do not require a signature for Proof of Delivery and can be left in a safe place, the current safe place policy will be adhered to. Throughout this interim process drivers and couriers are not required to knock on the customers door if the carding process has been followed
- If a customer has used our Inflight Manage my Parcel feature to request a safe place, the process above will be followed
- If no safe place is available or a signature of Proof of Delivery is required, our drivers and couriers will place the parcel on the customers doorstep, ring or knock on the customers door and then where safe to do so, retreat 2 meters away from the door. Where the customer answers the door, they will explain that they are making a delivery and ask the customer for confirmation of their surname. We have created a new dropdown option “Unable to sign Covid-19”. This will be selected and then the driver or courier will enter the customer's surname
- If the customer does not answer the door, we will attempt to deliver to a neighbour. We will follow the standard Deliver to Neighbour delivery process, asking for the house number and the recipient’s surname. We will then enter the surname into the device and sign it “Covid-19”
- If the customer no longer wants to accept their goods, we will then follow the standard refused process by returning the parcel to the local service centre
- All drivers and couriers have been briefed that under no circumstances should any parcel be left on a doorstep or in public view. We have also reiterated that a calling card must be used for all safe place and neighbour deliveries so that customers are kept fully informed
Delivering and collecting CollectPlus parcels
Yodel is working closely with Paypoint to ensure that a common and consistent process is introduced. Until advised otherwise the following processes will be put in place to adhere to government guidelines for maintaining social distancing:
- When entering the store our driver will place the parcels in the area nominated by the store representative, the driver will then scan all parcels as per their normal process
- Our driver will ask the store representative to place all parcels for collection in a location which they are to access without having to have the parcels passed to them. The driver will then scan all the parcels as per their normal process.
- Where safe to do so, the driver will maintain a distance of 2 meters from the store representative or customers
- The store representative will be asked for their name and then the driver will enter this into their device
- The driver will then sign the device as Covid-19
- If the store refuses to accept the parcels, the driver will follow the standard refused process by returning the parcels to the local service centre
- If the store is closed on arrival, the driver will follow the standard store closed process by returning the parcels to the local service centre
- If a customer decides that they no longer require their goods, the parcel will be held at the store for a period of 10 days as per the standard process then returned to the retailer
Unable to gain access to a school, office or business premises
- If a parcel(s) is taken out for delivery and on arrival the premises are closed, we will apply a “unable to gain access” scan. We will then return the parcel(s) to the local service centre via our standard process
- On arrival back at the service centre. If the premises were closed due to the Coronavirus restrictions, then the parcel will not be held and will be returned immediately.
- If we believe that a successful delivery can take place within a few days, then the parcel(s) will not be returned e.g. a failed delivery to a supermarket due to the goods inbound being too busy. The service centre will follow the standard process for holding parcels at our local service centre then re-attempt
Parcel arrives in SVC, addressed to a known closed business
- If a parcel arrives into the service centre and is addressed to a known closed business due to the Coronavirus restrictions, then the parcel will be returned immediately.
- We are processing parcels as normal with the above precautionary steps now in place
- We are working with all our suppliers to prepare for a potential drop in staffing levels to ensure continuity in service
- All our preferred cleaning suppliers have confirmed they have good levels of stock and we have products available in all our sites to maintain good levels of hygiene. We have also put preparations in place for potential deep cleaning should the need arise following government guidelines
Protecting our workforce
- We continue to issue regular communications to all of our internal and front-line colleagues based on the latest government guidelines. We are updating our daily key messages and all sites have regular updates on their information screens
- We have limited all non-essential travel with immediate effect and have instructed all face to face meetings to be switched to Skype meetings
- Where possible our colleagues are being encouraged to work from home, we are actively looking to move more head office and support staff to home working over the next few days
- Anyone who is displaying symptoms or lives with someone displaying symptoms, however mild, are now self-isolating in line with government guidance
Sick pay for Yodel employees
- Our employees will be paid in accordance with their relevant Company Sickness Policy. Employees not eligible for Company Sick Pay will receive Statutory Sick Pay (SSP) from day one of absence in-line with recent Government changes
- Further information is available on the Government's website here