Coronavirus response

Following the recent outbreak of Covid-19 in the UK we’ve put in place a number of measures to protect our customers as well as our parcel people, so we can make sure that our business is as prepared as possible.

We would like to reassure you that we’re actively following all government guidelines as health and safety remains the top priority across our business to protect our customers and our people. Public Health England has advised that people receiving parcels are not at increased risk of contracting the virus as it doesn’t survive long on non-metallic surfaces.

There is currently no impact on our parcel delivery services but you will see some differences in how your courier will go about delivering your parcel from now on as we reduce physical contact.

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Read about steps we are taking to protect our customers

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Learn how you can arrange a contact free delivery to your home

Steps we are taking for a contact free delivery

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Divert your parcel to a safe place

We’re encouraging all of our customers to choose their preferred safe place for deliveries. If you have a tracking number for your parcel, you can go to the tracking section, choose ‘divert’ and select a safe place. This can also be done in the MyPlaces settings on the Hermes app.

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Automatic delivery to a safe place

If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, we’ll leave it there - even if there’s someone in the property. We’ll take a photo, which will be included in the delivery notification email.

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Steps our couriers are taking to avoid contact

If no safe place is available or a signature is required, we won’t ask you to sign using a handheld device. Our courier will knock on the door and step back. When you answer, the courier will take a photo of the parcel in the open doorway as proof of delivery.

Contact-free during the pandemic and beyond

We continue to work hard delivering to customers with our range of contact-free delivery and collection options. We’ll continue to do this in the future, to ensure safety and offer further convenience.

We’re encouraging customers to choose their preferred safe place for deliveries by downloading our app and setting their preferences using MyPlaces. This will ensure all future Hermes deliveries will be delivered to the same safe place. Alternatively, parcels can be diverted to a chosen safe place at any time during the delivery process. If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, we’ll leave it there and include a photo in the delivery notification email.

If a signature is required, our courier will knock on the door and step aside to allow the customer to answer. The courier will then take a photo of the parcel in the open doorway as proof of delivery.

We’ve added a delivery notification for customers when non-contact deliveries are made in this way. If there is no answer, we’ll attempt delivery a total of three times before returning the parcel to the sender.

When arranging a collection on our website you can select a safe place where you can leave the parcel for the courier to collect. If a safe place hasn’t been specified or isn’t available, the courier will knock on the door and step back to allow the customer to put the parcel on the doorstep.

Protecting our people

We have made a £1million fund available for our self-employed couriers during the pandemic to help support them if they need to self-isolate. We also guarantee their rounds will be kept open for them on their return.

All of our sites are following strict social distancing guidelines and we’re regularly updating our parcel people about measures to protect their health and wellbeing.

We’re doing everything we can to support our customers and people so we can carry on delivering parcels.

COVID-19 risk assessments

The safety of our people is vitally important to us.  As such, risk assessments across our business have been and continue to be updated in line with the latest guidance from the relevant government.

The senior management team at each site, supported by the trade union representatives, monitor compliance with these risk assessments on a daily basis. Hermes national health and safety team audits compliance on a weekly and monthly basis.

These documents are available below for your information as PDF downloads, outlining the steps we continue to take across all of our sites.

Head office and hubs

Depots

Coventry

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