Royal Mail new Home Collection service

Royal Mail new Home Collection service

Royal Mail are piloting a new home collection service from 21 September in response to competitor activity.

All other key competitors offer a home collection option, so whilst this initiative may cause concern for Postmasters, doorstep collection is being launched to react to market changes and changing customer expectations, allowing Royal Mail to remain competitive and meet customer demand. It will help them to retain and grow their retail partner accounts that feed all our Collection and Return volumes and may stop customers completely migrating to competitors like Hermes.

The service will be called Parcel Collect and launched on Monday 21 September, available for Click & Drop and Tracked Returns items only.

How it works:

  • Customers can book a collection online at via Click & Drop or the Tracked Returns portal
  • The booking tool will show availability over the next 5 working days
  • There will be a maximum limit of 5 parcels allowed per address and maximum of 5 collection points per normal delivery route

A phased introduction will be piloted in the BS postcode, with further delivery units in three adjoining postcode areas are scheduled to go-live in early Oct. Subject to a successful pilot, roll-out is planned from late-Oct. The initial launch will be supported with a door-drop leaflet to addresses in the BS postcode area.

Mark Siviter, Managing Director for Mails said: “The Mails market is increasing becoming all about convenience so it’s important that Royal Mail are accessible to all customers so they don’t move to competitors. We know this will cause some concern to Postmasters and we will work with Royal Mail to monitor the impact this might have but we have to remember that 65% of people prefer to return items at the Post Office so the service you provide in branch is really critical here.

“I know many Postmasters are also looking forward to hearing about the Mails contract with Royal Mail. As you can expect this is very complex and it’s so important to get it right so we are still working through this and will provide an update to Postmasters as soon as we are able to.”