In an ever changing situation that has affected businesses globally, we understand your concerns regarding Covid-19 and the impact it may have on our ability to ship products from our distribution centre. In a bid to allay any fears or concerns regarding our operation and expedition of orders, we would like to update you with the latest information on how our service is being impacted by Covid-19 and Government advice.
Communication
Our I.T. Support team have been working extremely hard to ensure that all staff are able to receive phone calls while working from home. This process is ongoing, but more staff now have access to telecommunications systems and software. However, delays to the answering of calls may continue.
All staff have access to emails. If you are unable to get through on the telephone, please contact your sales representative via their email. If you do not deal with a specific sales representative, please contact us at sales@sohocommercial.com.
Collections
To protect the despatch team from the risk of infection, we are enforcing contact-free procedures. Customers who do NOT normally collect from us MUST adhere to the strict collection window of 11am – 3pm. The complete list of enforced collection procedures is as follows:
• Collections must have been agreed with a sales representative
◦ Customers who do NOT normally collect from us will only be allowed to collect between the hours of 11am and 3pm
• You must keep a distance of 2m between you and the warehouse or personnel
• If you are displaying cold or flu like symptoms, you must leave the site immediately
• All items for collection will be placed on a pallet at a safe distance from the warehouse. Do NOT approach until personnel are a safe distance away
• All paperwork will be left on the pallet with goods. Sign one copy using your own pen and replace on pallet
Shipping
Our despatch team are working tirelessly to ensure that items are shipped in good time. However, it is likely that delays will continue into the future.
Over the coming days, business customers will be contacted by a sales representative regarding whether someone will be available to take delivery. Due to the delays in shipping, and expected delays with courier services, we ask all customers give us the most accurate time scale within which deliveries will be accepted.
If you are concerned about your order and its status, please contact your sales representative via email. Alternatively, you can contact us at sales@sohohcommercial.com
Couriers
DPD
As of 26 March, DPD confirmed that “parcel collection, sortation and delivery operations are continuing as normal” with service levels and network coverage functioning at over 99.9%. However, please remember that DPD are enforcing the following:
• Staggering start time of drivers to ensure social distancing requirements can be upheld
• Providing customers with contact free delivery that can be arranged using the DPD app and editing delivery preferences
◦ Alternatively, a note can be left on door to instruct driver to “leave in a safe place”
▪ If there is no “leave in a safe place” instruction, the parcel will not be delivered and returned to depot.
• Contact-free delivery requires no signature from recipient, and a photograph will be taken as evidence of delivery
Further details of service functionality can be found at: https://www.dpd.co.uk/content/products_services/covid-19-bulletins.jsp
UKMail
On 26 March, UKMail reported that all operational services were business as usual. No further announcements have been made. Therefore, we expect parcels to ship as normal. However, the following information from a previous blog post still stands:
• Delivery windows have been increased from 1 hour to 4 hours
• Reporting increase of 75000 more parcels entering network, including large numbers of oversized items such as gym equipment
◦ 75% of these are for delivery in London and South East which means delays are likely
• As a service, they are prioritising fresh foods, medical supplies and cleaning products to help combat covid-19
• Significant staff shortages in customer service and operational services which could lead to delayed deliveries and slower response time to enquiries
• Despite challenges faced, UKMail believe they can continue to operate throughout the crisis
Further updates can be found at: https://www.ukmail.com/news
Palletforce
Nothing to report
Tuffnells
Nothing to report
We understand that these are testing times for our customers, and businesses could be dependent on the items that have been ordered. However, we would like to assure you that we are doing our very best to ship parcels in a timely fashion and maintain the level of service you have come to expect from SOHO Commercial. We once again thank you for the patience shown through an ever changing global situation. Your custom and loyalty means everything to us.
Finally, we remind you to wash your hands regularly with soap or hand sanitiser, maintain social distancing and, most of all, to keep safe.