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Coronavirus

Coronavirus (Covid-19) Additional Information 07/04/2020

Whilst we continue to provide our full range of services we have become aware of certain issues relating to third parties which is likely to be affecting our customers.

Courier Collections
Although there seems to be no official word from the courier companies we’ve noticed all the couriers seem to be experiencing issues. Each of the couriers we use have failed to collect as arranged. This includes UPS, FedEx, TNT, DPD and Parcel Force all of whom have failed to collect on multiple occasion.

What we’re doing about it
To ensure parcels continue to be forwarded, we will temporarily change all parcel forwarding to once per week and we will taken them ourselves to the couriers depots. All parcels will be forwarded on Fridays only.


Post Deliveries

The amount of mail we’re receiving is considerably lower than normal. As businesses all over the UK are temporarily closing there are less and less people actually sending the mail.

What we’re doing about it

Unfortunately as the number of letters being sent is considerably lower than usual other than ensuring the mail we continue to receive is forwarded as normal there is nothing we can do to resolve this. If you’re expecting important mail from a particular organisation it may well be worth contact them to see if they are still open.

 


Amazon Returns

Amazon have streamlined the services they offer to prioritise orders, this means returns processed by Amazon are not being sent out. We have a number of amazon sellers who are not receiving their returns.

What we’re doing about it

Unfortunately other then ensuring we’re able to receive returns and ensure once received they are forwarded or made available to collect we are unable to assist further. For important returns it may be worth contacting Amazon.

This is a developing global situation, this information may be updated as and when further guidance is published by the government. We will however work hard to keep any disruption to a minimum.

Coronavirus (Covid-19) Emergency Measures 24/03/2020

As you will no doubt be aware the government last night announced strict restrictions designed to protect the most vulnerable in society. News Article regarding this can be viewed on YouTube

As of today 24/03/2020 City Address has implemented temporary measure to ensure our customers, team members and their families are protected. This means we are operating on much reduced staffing.

  • Telephone support
    As a measure designed to free up staff, we have temporarily suspended telephone support.  This will enable the limited number of staff we have in place to concentrate on ensuring our mail is received and processed as normal without interruptions to your services. When calling a recorded message will direct you to https://cityaddress.co.uk/support to contact us.
  • Online Support
    For the time being enquiries can be made via email and live chat at https://cityaddress.co.uk/support
  • Mail Collections
    In line with government advice you should only collect mail when absolutely essential. We have temporarily reduced the hours our locations are operational to 9:30 to 1:30 to enable people to continue to collect mail when its deemed essential.

    • To reiterate earlier points. Please do not visit our locations if you or anyone in your household is displaying symptoms.
    • Only collect mail when essential any applicable storage charges during these hours will be waved.
    • To minimise exposure we’re operating a one in one out system. If another customer is already in reception please wait for them to leave before entering.
    • Collect during the reduced hours. Remember to limit the exposure to staff members, customers and their families we are operating to a reduced timetable of 09:30 – 13:30 Monday to Friday please collect during these hours.
    • You can change to mail forwarding, mail received on your behalf and mail currently in our possession can be forwarded on to an address of your choice or scanned and emailed to you. To change to forwarding please contact us

Mail Forwarding

Mail forwarding customers will not notice any difference, as mail continues to be received and forwarded as normal. You may however wish to follow Royal Mail updates to see if there are any delays in your area.

  • International Forwarding
    As you’d expect international forwarding of both letters and parcels are taking longer to be delivered than normal.

Contacting us

As mentioned above we have temporarily switched to online support only which will free up staff time and allow them to concentrate on providing uninterrupted services. We will however be available via online chat and email support during the usual opening hours of 09:30 – 17:00 Monday to Thursday and 09:30 – 16:30 Fridays.

This is a developing global situation, this information may be updated as and when further guidance is published by the government. We will however work hard to keep any disruption to a minimum.

Coronavirus (Covid-19) Protecting customers and staff 21/03/2020

Our team members remain committed to continuing providing uninterrupted services to our customers. Protecting our team members and customers is of paramount importance as such we have no option but to implement new procedures.

Visiting our location;

  •  Maintaining a 2 metre distance. Inline with government guidance we ask that all customers maintain a minimum of 2 metres between yourself and other customers and team members. Where this distance cannot be maintained we may ask you to wait and operate a one in one out basis.
  • All surfaces in our locations have been thoroughly disinfected, and will continue to be disinfected on a regular basis. To limit the risk of potential contamination we have temporarily limited access to certain areas within our locations.
    • When collecting 
      As a temporary measure we have restricted access to the mailbox area, as such a team member will get the contents of your mailbox for you. This means instead of potentially several hundred people touching these high contact areas only one or two team members will.

Whilst we understand these additional measure may cause a slight inconvenience, we feel they are necessary to minimise the risk to our customers and team members.

Mail Forwarding

Mail is still leaving City Address on a daily basis, as such customers utilising our forwarding services will not notice any difference.

Optional Change to forwarding

As mentioned in a previous update, Mailbox Rental Customers (those collecting their mail) can change to mail forwarding by contacting us. Mail can be forwarded to you to via regular mail or on a scan to email basis.

This is a developing global situation, this information may be updated as and when further guidance is published by the government. We will however work hard to keep any disruption to a minimum.

Coronavirus (Covid-19) We’re still here! 19/03/2020

On 18/03/2020 the government announced the closure of schools and nurseries. As all our team members have children we expect there to be reduced staffing levels, however we remain confident that City Address are more than capable of  continuing to provide uninterrupted services to our customers.

We’d like to reiterate the points raised in our earlier update.

  • When collecting mail we respectfully ask that you maintain a 1 metre distance between yourself and other customers and staff members.
  • If you or anyone in your household are suffering symptoms we ask that you do not attend our premises instead you should contact us to make alternative arrangements for your mail.

We’d like to reassure all our customers that we have contingency plans in place to ensure our services continue.

Forwarding Customers

  • All UK Royal Mail services are operating as normal
  • UK Couriers Although there has been no official update from couriers, we have noticed that “same day collections” often fail and are usually collected next day which may be a result of reduced staffing. This means instead of 24-hour delivery on parcels it may be 48-hours.
  • International services. As you’d expect there are different delivery times depending on the country we’re sending to, which should be checked directly with your local postal service.

This is a developing global situation, this information may be updated as and when further guidance is published by the government. We will however work hard to keep any disruption to a minimum.

Coronavirus (Covid-19) Business as usual 16/03/2020

Additional guidance was issued by the government earlier today this included asking people to limit contact with others and additional guidance on enhanced self isolation procedures, not only for those experiencing symptoms but also members of their household. Anyone in at risk groups should also self isolate.

City Address will continue to do everything possible to ensure its customers can continue to use our services.

  • When collecting mail we respectfully ask that you maintain a minimum of 1 metre distance between yourself and other customers and staff members.
  • If you or anyone in your household are suffering symptoms we ask that you do not attend our locations but contact us to make alternative arrangements to collect your mail.
  • Forwarding customers will not experience any difference in the service they receive as they will continue to receive their mail as normal.
  • Customers who collect their mail who are suffering symptoms or self isolation should contact us and we’ll put alternative arrangements in place to ensure you receive your mail.

City Address understand the receipt of mail is vital to our business and personal customers we have contingency plans in place to ensure we able continue providing services to our customers.

Further updates will be issued as and when further guidance is provided by the government.

We are continuously monitoring this situation as it develops, please check this page regularly for more updates.

Coronavirus (Covid-19) Business as usual at City Address . 13/03/2020

We’re sure you’ll be aware of the global Coronavirus pandemic which is affecting businesses of all sizes. City Address are open as normal we are however taking steps to minimise the spread of the virus.

  • When you visit a City Address location, we encourage you to keep at least 1 meter apart of other customers and staff members.
  • During busy periods where a one meter space cannot be observed we may temporarily restrict access, if this is the case we’ll respectfully ask that you wait or come back later.
  • If you feel unwell have been in contact with an infected person or recently visited an affected place either in the UK or abroad please do not enter.

This is a developing global situation, this information may be updated as and when further guidance is published by the government. We will however work hard to keep any disruption to a minimum.

Customer Care

Government Guidance

Please follow the following the government guidance. 

  • Wash your hands frequently with warm soapy water for a minimum of 20 seconds.
  • Cover your mouth with tissue whenever you sneeze or cough, dispose of the tissue in the bin.
  • If no tissue is available, cough or sneeze into your elbow.
  • Avoid contact or close proximity with people who are sick.

New Guidance given.

  • If you suffer either a “continuous cough” or “high temperature” you self isolate.

For more information please visit https://www.nhs.uk/conditions/coronavirus-covid-19/

Coronavirus - Services Active but with Emergency Measures - Updated 24/03/2020- View Update
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