Royal Mail’s ‘neighbourly’ delivery service has a hidden cause
The Royal Mail’s decision to leave undelivered mail with neighbours fits in with its policy of closing delivery offices
From the Guardian, Comment is free
Monday 3 October 2011 10.09 BST
How well do you know your neighbour? Well enough to trust him with your valuables, for instance, with confidential information, with your cup-final tickets or your passport? Well enough to allow him to receive your latest bargains from eBay or your brand new iPhone?
Currently the Royal Mail is the only postal company not allowed to leave undelivered mail with your neighbours. Instead a 739 (“Sorry you were out”) card is left and the items returned to the local delivery office for collection.
In future, if you are not in, the postal worker will be expected to try delivering to a neighbour instead. A neighbour is defined as someone who “lives within close proximity”. It’s up to the postal worker to decide who this might be. If the neighbour accepts the item, then a 739 card will be delivered to your door detailing the address where the mail is left. If the item requires a signature, then the neighbour’s signature will be taken. If the neighbour is not at home, or refuses to accept the item, then the postal worker will return it to the delivery office in the usual way. The Royal Mail will not accept liability for loss, damage, or delay once it is in the neighbour’s hands.
According to the latest research by GfK NOP market research carried out on behalf of Consumer Focus, customers are generally suspicious of the proposals. Four out of five of those questioned said that they should be allowed to opt-out of the scheme if they wished, while nearly half (49%) said that neighbours shouldn’t be allowed to sign for recorded post. One in five people said they were unhappy for any neighbour to be given any post.
The Royal Mail states that the reason for the change in procedure is to “bring its service into line with other providers”.
That’s “modernisation” for you. Because other mail companies provide a lesser service, the Royal Mail feels obliged to reduce the quality of its service too. I always thought the idea of competition was that it would improve the service. Not so, it seems …
Actually, I think the company is being disingenuous here. I think it has little to do with saving money or with competition. Something else is going on, something you will know about if it is happening in your area, but which you will not have heard of otherwise: the large-scale but mostly hidden closure of delivery offices up and down the country.
Just to give you some idea of the scale of these closures: in the last month I’ve had notification of the impending closure of more than 10 delivery offices in the UK. This includes the closure of a number of delivery offices in the RG7 postcode area around Tadley, Hook and Thatcham and their removal to Reading, about 11 miles away. The Reading delivery office is also due to close, and the whole lot moved into an industrial estate outside the town. Also planned for closure are offices in Dundee, Hull, Holbeach, Fishguard, Droitwich, Guisborough, Malmesbury, Whitstable and Herne Bay.
The most high-profile closure is that of the central London delivery office in Rathbone Place, which serves W1, WC1 and WC2, which Great Portland Estates has just bought for £120m. I have to say that sounds like a bit of a bargain for a 2.3 acre site, just off the eastern end of Oxford Street, in the heart of the London’s fashionable West End. The Royal Mail operation will be moved to the Mount Pleasant office in Phoenix Place, Islington, a significant bus or tube journey away.
These are only the ones I’ve heard about in the last month. According to the Royal Mail annual report 2010-2011, 19 delivery offices closed last year. This should give you some idea of the on-going scale of the programme.
The reason news of the closures remains hidden is that the story always appears in the local paper and as yet there has been no notification in the national press. There are small-scale protests happening throughout the country, as local people are beginning to recognise the implications of the closure of their particular delivery office, but no recognition of the sheer scale of the closure programme, nor what this will cost in terms of extra journeys to and from distant offices for the nation as a whole.
Just to give you one example of this, if the Herne Bay and Whitstable delivery offices close and their operations move to Canterbury, some eight miles away, then this could mean in the region of 1.5m extra miles of road journeys per year for staff going to and from work and for customers forced to pick up their undelivered mail.
Hence the need to change procedures. While staff will have to undertake the journey regardless, customers might well prefer to risk having their mail dropped off with a neighbour rather than having to drive to some out-of-the-way office on an out-of-town industrial estate to pick it up.
Royal Mail is supposed to be a low-carbon company. As it says on the website: “We want to make sure our services have a positive impact on society and a minimal impact on the environment – and we’re working with you and our partners to make it happen. For us, sustainability affects every part of our business, every day, and we can all make a contribution.”
Meanwhile the Royal Mail are raking in vast amounts of cash for the sale of prime real estate in the heart of our towns and cities. Where will all the money go I wonder?
Read more here.