As Covid-19 continues to impact the operational functionalities of businesses across the UK, we feel that it is our duty as a considerate supplier of essential goods to continue updating customers on our operational status. For all the latest information, please read below.

Communication

All staff continue to handle calls while working from home. Due to the volume of calls we are receiving, delays are likely. If you are unable to get through on the telephone, we recommend sending an email to your sales representative, or to sales@sohocommercial.com

We understand that frustrations can mount during this unprecedented period. However, we ask for, and appreciate, patience as sales representatives work through an extremely large workload. We are doing our best to ensure that everyone’s needs are met.

Collections

Strict procedures, enforced to protect our despatch team from the risk of infection, remain in place for ALL collections. This includes a collection window of 11am – 3pm for those who do NOT usually collect goods from our warehouse. The procedures to which all customers must adhere are 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

We would like to extend our sincerest thanks to our despatch team who, under extremely stressful circumstances, continue to work extremely hard in a bid to despatch orders in as quickly as possible. Reduced staffing has continued to place them under significant pressure and, as a result, some delays are expected.

As we are aware that some businesses are likely to be closed due to Government advice, those awaiting orders will be contacted, in due course, by a member of our sales team. This courtesy call is to ascertain whether someone will be present to take receipt of any orders that have been shipped to their address. Therefore, we ask that all customers give us the most accurate information to reduce the risk of failed deliveries.

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 06 April, DPD report that, despite “extremely high parcel volumes” service remains excellent across their network with a 99.9% delivery success rate.

We continue to remind all customers that DPD are enforcing the following to protect staff and customers:

• 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

As of April 6, UKMail report that all operational services are business as usual.

We remind customers that UKMail have removed the “leave with neighbour” option for deliveries to adhere to the social distancing advice. Therefore, the only service options available to those using UKMail to despatch goods are “recipient only” or “leave in a safe place”.

The following information remains relevant:

• 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

For further updates on the operational status of UKMail, please visit: https://www.ukmail.com/news

Tuffnells

Tuffnells have ceased to provide Saturday deliveries until further notice

Palletforce

Nothing to report

Scotland

We have had reports that XDP are experiencing delays in Scotland. At present, it would seem that deliveries are approximately one or two days behind schedule. Therefore, we request that all of our Scottish customers remain patient when awaiting delivery of goods.

If you do have any concerns, please contact us at sales@sohocommercial.com

The challenges we face, as a nation, due to Covid019 are unlike any we have faced. Remote working, reduced workforce, and high demand for our products has, without doubt, impacted the speed with which we can satisfy orders. Therefore, we thank all of our customers, old and new, for the patience, understanding and loyalty shown as we continue, against all odds, to provide you with the service you have come to expect from SOHO Commercial.

As we head into the Easter Bank Holiday, we urge all of our customers to continue following Government guidelines; to stay indoors, maintain social distancing, wash your hands regularly with soap and water or alcohol rub, and do everything to protect your loved ones and the NHS.