Royal Mail Delivery Services in
Croydon
Final Report
A Local Action Mini Review
April 2015
1
Contents
Introduction
3
Terms of Reference
6
Methodology
7
Findings, Conclusions and Recommendations
8
Final Conclusions and Full Recommendations
24
Appendix A: Questionnaire
25
2
Introduction
“This planned relocation and upgrade of our delivery office in Croydon will provide a
better working environment for our people and better facilities for our customers. It is
also part of Royal Mail’s ongoing modernisation of our operations across the country
to ensure we have world-class facilities which provide the most efficient and effective
network for delivering the mail.”
James Mitchell, Public Affairs Manager, Royal Mail Group
22 October 2013
“I used to be able to pick up my package on my way home from work. Now I struggle
to find time/transport to get me to Factory Lane. It is extremely inconvenient for me
to get to.”
Survey respondent
February 2015
This scrutiny review of the changes to Royal Mail Delivery Service was undertaken
by Councillor Sean Fitzsimons in response to concerns of local residents of the
Addiscombe Ward about the closure of the Royal Mail Collection Office at East
Croydon and its move to a new site on Factory Lane. In particular, residents were
upset by the lack of consultation over the move, and about how difficult the new site
was to access, especially by non-car owners. As part of this review the area of
Croydon included in this review has grown to cover 7 of the 8 wards of Central
Croydon and areas such as Thornton Heath and Croham, all of which have been
materially affected by the move as they fall within the CR0, CR2, CR7 and CR9
postcodes
Sean Fitzsimons said; “In 2012 a number of residents came to Addiscombe
Councillors to express their concerns about the possible closure of the Collection
Office as part of Royal Mail’s proposals to redevelop their East Croydon site. We
launched a petition requesting Royal Mail to reconsider their proposals and consider
including a Collection Office within their plans.” Nearly 1000 residents signed this
online petition. This showed the extent of the unpopularity of the proposals. What we
also found was that a significant number of residents who lived outside the
Addiscombe Ward also signed this petition.
With the election of a new administration in May 2014, scrutiny arrangements in
Croydon were overhauled, and local councillors were encouraged to pursue topics or
concerns, via a mini-review format, that were of interest to them or their community.
In October 2014 the main Scrutiny and Overview Committee agreed that the
proposed review of the impact of the change of collection sites was suitable to be
included in its work programme and agreed to support it.
3
Changes to Royal Mail
In recent years Royal Mail has
undergone some of the most
significant changes in its six
centuries of existence. The
early years of the 21st century
saw the introduction of
competition into the industry
and the Postal Services Act
2011 authorised the
privatisation of Royal Mail. In
an historic moment, Royal
Mail was formally listed on the
stock market on 15th October
2013.
These are not the only changes that have affected postal services in the UK. The
growth of the internet and e-communication has resulted in a significant drop in letter
postage. Whilst the rise of internet shopping has increased postal delivery traffic for
parcels, this has coincided with the growth of competition within the collection and
delivery market. Large internet shopping companies such as Amazon are choosing
other delivery companies over Royal Mail. This increased competition within the
market coupled with privatisation forms the backdrop for significant efficiency
changes taking place nationally within Royal Mail.
The Croydon Context
Croydon has not been immune to the changing operations of Royal Mail. The sorting
office on Addiscombe Road, adjacent to East Croydon station, has been a landmark
in the centre of town for many decades.
4
The site was originally both the sorting
office for central Croydon and the mail
processing centre for the Borough. In
the 1990s, mail processing operations
moved from the Addiscombe Road
site to a facility on Beddington Farm
Road. The sorting offices of both
Thornton Heath and South Croydon
were then closed and merged into the
Addiscombe Road site. In
consequence, the newly consolidated
sorting office handled CR0, CR7, CR2
and CR91 postcodes.
In 2013 it was announced that the
Addiscombe Road site was to be
closed and the sorting office moved to
a new site within the Wandle Park
Industrial Estate on Factory Lane. The
Factory Lane site was fully operational by early 2014. The old site on Addiscombe
Road was subsequently granted planning permission to be demolished and replaced
with residential accommodation.
1
Non-geographic postcode for businesses
5
Terms of Reference
This report is the result of a local action mini review initiated by Councillor Sean
Fitzsimons. The subjects for review were:
Changes to the Royal Mail delivery service across the Borough
Relocation of the delivery office from East Croydon to Factory Lane
The scope of the review was:
To hold Royal Mail to account over the changes
To assess the impact of changes on local residents and businesses
To assess whether the consultation process was meaningful or not
The review commenced in December 2014 with a stated goal of producing
conclusions and recommendations for Cabinet by April 2015.
6
Methodology
Desktop Research
Research regarding the background to Royal Mail’s efficiency changes and
consultations was accumulated through standard desktop research. This method
was also employed to gain information on the broader postal market and emerging
competition in collection services.
Meetings
Formal meetings were held with senior Royal Mail operations managers and Factory
Lane staff. These meetings were held both at Factory Lane and off-site. Additionally,
consultation was undertaken with local councillors in the Addiscombe and New
Addington wards.
Site visits
A tour by Royal Mail staff of the Factory Lane facility was undertaken, with another
site visit on a Sunday to witness the site at peak time for collections. The leased
Factory Lane Car Park was also visited.
Questionnaire
A nine-question online survey was produced, aimed at residents in the sorting office
catchment area. The content and results of the questionnaire can be found at
APPENDIX A. This survey was sent to local residents’ associations, some of which
published the survey on their websites. In addition, local councillors and the MP for
Croydon Central promoted the questionnaire through contact databases.
7
Findings, Conclusions and Recommendations
1. Site comparisons
Addiscombe Road
Located next to East Croydon rail, tram
and bus stops, and a busy taxi rank
No on-site parking, local residential
roads nearby
Underground car park able to
accommodate a fleet of approximately
100 Royal Mail vans
Close to Town Centre shops, cafes and
offices.
Factory Lane
Nearest tramlink stop approx. 0.4 miles
Nearest bus stop approx. 0.3 miles
Limited on-site parking (unavailable
before 10.30am)
Street parking bays (pay and display)
Limited parking for van fleet (60 bays
leased at Factory Lane Car Park to
accommodate)
The report heard from Royal Mail management that the move of sorting facilities
from town centre sites to out of town industrial estates was a common strategy being
undertaken throughout the country. During the process of the report, a number of
issues were identified.
 Access
8
It was clear from site visits and comments from the public, that public transport links
to the new facility are significantly less convenient than the old site. The report heard
that this affected both staff and customers. Commuting by staff is a challenge and
many are parking in nearby residential streets to accommodate for the lack of onsite
parking facilities. During peak hours, long queues of customers can form outside the
facility. The report heard that this could be further exacerbated by out-spilling traffic
waiting to use the Factory Lane waste and recycle centre close to the site. This is
linked to a general lack of parking facilities for the site, dealt with as a separate issue
below.
Royal Mail ignored the needs of non-car owning customers when deciding on the
location of this site. A high proportion of residents affected by this change do not
have access to a car. 2011 Census figures show that around a third of New
Addington households do not have access to a car. This lack of car ownership
increases to around 40% of households in Addiscombe and over 50% in Fairfield
Ward. The old site was by a major bus and tram interchange and most residents only
needed to take one bus or tram to reach the site. Now for many it involves a change
of buses and a significant walk. For tram users there is at least a 12 minute walk
from Church Street tramstop to the site. For bus users the new site has added
between 10 - 20 minutes per trip. It is also clear that the environmental costs of all
these extra trips were not taken into account when deciding location.
It was clear from Royal Mail comments that when deciding on a new venue the ease
of picking up parcels and letters from the site was not a major factor in determining
the location. The new site is a significant walk from the Town Centre and for
pedestrians a visit to the site is not easy to include with other tasks such as
shopping, or picking up items on the way to or from work. On a Sunday Councillor
Fitzsimons heard from one person who said their mother used to come from New
Addington and combine their weekly visit to shopping areas of the Town Centre with
a visit to pick up letters and parcels from the East Croydon site. The new site is now
too far for them.
Royal Mail management submitted that they were aware of the inconvenience to
customers and IT software was being utilised to track footfall into the facility.
Opening hours were configured in an attempt to reduce traffic during the busiest
periods.
 Working Conditions
The report witnessed first-hand the Factory Lane facilities during a tour of the new
site. The report was informed that the old site was built in an era where Royal Mail’s
predominant postage handling consisted of letters, with limited parcel usage. By
contrast, the new facility reflected the changed reality of the industry, better equipped
to deal with a high volume of parcels.
9
Some staff at the new facility voiced a differing opinion on the matter. They
questioned whether the new site was flexible enough to cope with matters such as
the introduction of new parcel sorting machinery, which had reportedly not been
introduced to the Factory Lane facility yet. Staff were of the opinion that the old site
was large enough to have accommodated such equipment.
A further issue raised by staff was the lack of canteen facilities in the new premises.
The report heard that a compromise was reached whereby hot meals are delivered
to staff from the nearby Beddington Farm Road mail centre. This is an improvement
from the original proposal of no canteen facilities, but is a significant change from the
set-up at the Addiscombe Road site, where staff had both a full canteen, and were
close to shops and cafes in the Town Centre.
 Parking
Parking capacity was a key issue
identified as part of the review. The new
site holds parking bays for approximately
20 vehicles. However, these bays are not
available to the public until 10.30am due
to their use by Royal Mail vans loading for
delivery. This becomes an even larger
problem on Sundays, witnessed on a
Sunday site visit, when much of the fleet
are not out on deliveries and therefore onsite customer parking becomes restricted
for most of the day. As such, many customers park on pay and display bays located
on Factory Lane, maintained by the Council. The report heard complaints that this
was adding an additional financial burden on customers.
Councillor Fitzsimons was told of reports of customers racing back to their cars
parked on Factory Lane from the first floor of the Customer Service Point, after
seeing from its windows parking wardens patrolling Factory Lane on their mopeds, to
avoid being ticketed.
The report was further informed that the
parking facilities were inadequate for the
fleet of vans Royal Mail utilises for
deliveries. A portion of the vehicles were
stored at the onsite parking facilities. The
rest of the fleet were stored in Factory
Lane Car Park, with 60 bays from that
facility leased from the Council. Both Royal
Mail management and staff stated that this
arrangement was unsatisfactory as the car park was unsecured, resulting in vehicles
10
being vandalised on a regular basis. The report was informed that the management’s
preferred solution would be to lease the entire car park from the Council and thereby
secure the area. Staff were keen for the area to be made more secure with better
fencing.
A solution to this problem appeared all the more urgent since the report heard that
Royal Mail had changed the way the way it carried out its deliveries. Rather than a
person setting out on foot alone, with just a bag of letters, all deliveries are now
undertaken in a van – with two delivery staff assigned to every vehicle. This reflects
the change of business from delivering mostly letters, to dealing with high volumes of
parcels.
RECOMMENDATIONS:
Cabinet to negotiate leasing the entirety of Factory Lane Car Park to Royal Mail
To upgrade security of the Factory Lane Car Park to ensure safety of the vehicles
Cabinet to amend the parking bay restrictions on Factory Lane to enable a 15 minute relief
period prior to charges applying.
2. The Resident Impact
11
A questionnaire was launched in February 2015 open to all members of the public
affected by the Royal Mail move to Factory Lane. The purpose was to measure the
impact the changes had made to local residents and businesses. The full content
and results of the survey can be found at Appendix A.
 The Respondent Demographic
Sum of Number
Ward
Addiscombe
Ashburton
Fairfield
Heathfield
Shirley
Fieldway
New Addington
CR0
Croham
Selhurst
Purley
Selsdon and
Ballards
CR2
Broad Green
Waddon
Bensham Manor
West Thornton
Woodside
CR7
Thornton Heath
Kenley
Coulsdon West
SE25
INVALID
Grand Total
Total
163
147
60
44
32
32
24
12
6
6
5
5
4
3
3
2
2
2
1
1
1
1
1
1
558
 A total of
566 residents completed the survey.
 Approximately
97% of respondents stated
they used the sorting office at the old site,
however only
60% confirmed that they had
since visited the Factory Lane facility
 Over
four fifths of respondents indicated
living in a house, with the remainder residing in a
flat or maisonette.
 The breakdown of respondents’ geographical
spread is itemised in the list (left). As can be
seen, the vast majority of respondents reside in
homes located in the central or eastern wards of
the Borough.
12
Respondents were asked what method they employed to collect a parcel when the
first-time delivery had been missed, TABLE 1 displays the results.
As can be seen, the vast majority either collected at the Factory Lane facility or
adopted the leave-with-a-neighbour option. A popular choice indicated in the “other”
section was delivery of the parcel to a designated area outside the property such as
an unlocked porch, shed or recycling box.
13
 Factory Lane
Those residents who had used the Factory Lane collection office were asked to
indicate what forms of transport were used to get there. The chart on TABLE 2
displays the results.
Perhaps unsurprisingly, use of a car was by far the most utilised form of transport to
travel to Factory Lane. This corresponds with a common theme of feedback
received through the survey of residents unhappy with the parking arrangements at
the site and reports of traffic congestion at peak times, particularly at weekends.
This data additionally correlates with prevalent survey feedback that travel by car is
the only realistic option, in particular for elderly or disabled residents. Some
respondents commented that the walk from public transport points to the site can be
dangerous, involving negotiation of a busy A-road (the A236) and walking through
the industrial estate. This was corroborated by the report’s site visit.
14
Respondents were asked to rate key features of the new collection office, within a
scope of “Very bad” to “Very good”. The pie charts in TABLES 3, 4, 5 and 6 display
the results.
3%
2% 6%
5%
2%
19%
16%
43%
73%
31%
1%
1% 9%
15%
6%
20%
17%
14%
70%
45%
The location, parking facilities and public transport links were overwhelmingly rated
negatively. However, it should be noted that the opening times fared significantly
more favourably, with over a quarter of respondents rating the provision as good or
very good.
15
 Alternatives
Respondents were asked to state a preferred alternative collection pick up point for
undelivered parcels, displayed at TABLE 7.
Croydon town centre was the single most preferred option however over half of the
votes cast were for a local alternative (shops, train station, Post Office).
16
 Conclusions
The results of the survey identity three clear issues prevalent throughout the results
and comments:
o The Factory Lane site is inaccessible to many people, particularly the
elderly, disabled, and those without a car. Furthermore, travel to the
facility by public transport involves a not insubstantial walk through the
industrial estate, with inherent safety concerns therefrom.
o Accessing the facility by car can be affected by traffic congestion and
limited parking facilities. Some feedback expressed anger at having to
pay for parking when the limited onsite parking was full.
o A large proportion of residents would like to see a collection facility in
their local area or Croydon town centre.
That less than two thirds of respondents had used Factory Lane, when nearly all the
respondents had previously used the Addiscombe Road site, suggests a number of
residents are using alternative methods to collect undelivered parcels. However, of
concern is the high car-usage for the majority using the collection office in Factory
Lane, and the environmental impact this is likely to have on Croydon.
RECOMMENDATIONS:
Royal Mail to open a collection facility for customers within Croydon town centre or
alternatively to utilise the central Croydon Post Office for such a service.
17
3. The Royal Mail Perspective
As part of the review a meeting was held with Royal Mail, attended by the Head of
Delivery Performance (Home Counties West) and the Public Affairs Manager.
 Site Relocation
Royal Mail were of the opinion that the old site was not fit for purpose for the
changes to the industry; this was the primary motivation behind the relocation. It was
emphasised that, despite the move, the quality of service had not deteriorated.
Additionally, Croydon had become a focus for a number of operational trials. An
example proffered, referred to as the “M25 Initiative”, involved trialling a free
redelivery service on Sundays. As such, Royal Mail stressed that despite the
relocation, Croydon had benefitted from a number of new initiatives.
Whilst a consultation had taken place with residents regarding the development of
the old Addiscombe Road site, no consultation had been undertaken regarding the
move to Factory Lane. The reason submitted for this was the consideration that the
relocation was an operational issue.
The report heard that a Post-Implementation Review (PIR) had been undertaken to
measure the success of the relocation to Factory Lane. Concerns raised by local
residents were put to Royal Mail, who committed to revisiting the PIR with an added
focus on customer impact.
Royal Mail accepted that the location of the new site was an inconvenience to
customers, however it was highlighted that there were a number of alternative
redelivery and collection options:
•
•
•
Free redelivery service to same
address
Free redelivery to alternate address
within postcode
Collection from Post Office (for a fee
of 75p per item)
18
 First Time Delivery
Royal Mail informed the report that a key strategic focus was achieving an increase
in first time delivery. The current rates for Croydon were approximately 92-3% and
the stated goal was to increase this to 95%. The report heard that increasing first
time delivery rates was a strategic priority and a key indicator of success for Royal
Mail.
A computerised system had been implemented to monitor delivery rates for every
address across the Borough and the report was informed that a multi-million pound
investment into IT infrastructure was taking place nationally. Royal Mail stated that
leaflets were handed to customers when collecting parcels at Factory Lane so that
preferred alternate delivery arrangements could be noted and inputted into the
computerised system. However, on the report’s site visits these leaflets were not
available.
As part of the drive to improve first-time delivery, deliver-to-neighbour services were
being promoted by Royal Mail. The report heard from staff that deliver-to-neighbour
was not creating parity in service; the scheme was more successful in the affluent
areas of the Borough such as South Croydon and Shirley, whereas the more
deprived wards such as Thornton Heath, New Addington and Scrublands Estates
experienced far less success. In areas with a high number of residents living in
blocks of flats or converted houses, residents were less keen for Royal Mail staff to
leave items with their neighbours, or indeed it was less likely for people to be home
to take such items in for their neighbours.
 Post Offices
It was emphasised that the Post Office were a separate entity to Royal Mail; this was
the reason for the charge on redelivery to local Post Offices. The report was told the
fee was levied by the Post Office, not Royal Mail.
It was put to Royal Mail representatives that partnerships should be explored with
collection companies such as Doddle, which was formed in collaboration with
Network Rail. The report heard that a provision of the Postal Services Act 2011
included an exclusivity clause with the Post Office, requiring re-directed parcels to be
collected only at Royal Mail or Post Office premises. This ruled out any potential
venture with a third party collection service.
It was also put to Royal Mail that better use of Post Office facilities should be utilised,
particularly given the large geographic scope of Factory Lane’s coverage. Particular
emphasis was made of New Addington, at the far east of the Borough. The report
considered the significant inefficiency of returning undelivered parcels from New
Addington back to Factory Lane, only for the journey to be repeated via the redelivery service or the customer making the journey. Royal Mail responded that they
19
would consider the possibility of storing undelivered New Addington parcels at the
local Post Office. Concern was expressed by Royal Mail whether local Post Offices
had the facilities to store that quantity of post, and service quality would be out of the
control of Royal Mail.
 Postboxes
Royal Mail confirmed that the national plan for postboxes had not been implemented
in Croydon yet. This plan involves changes to collection of mail from postboxes
whereby it will be undertaken as part of the morning delivery rounds. Only postboxes
designated low-usage would be affected and Royal Mail committed to there being a
late collection postbox within a half mile of any affected.
In addition, Royal Mail are looking to install two thousand new postboxes across the
UK. The report was informed that recommendations for new locations should be
directed to postbox.strategy@royalmail.com.
 Planning, Transport and Environmental Considerations
In hindsight it is clear that that Croydon Council’s planning application process did
not consider the needs of its residents when granting permission for Factory Lane
and the development of the East Croydon site. The issue of residents accessing the
new site at Factory Lane was not a consideration when granting planning permission
for the new site, and the request to include a parcel collection office in the new
development was also not granted by the Council, despite requests from local
councillors.
If Croydon is to get a new Collection Office, Croydon Council – both planning and its
economic development teams – will need to work with Royal Mail to identify a
potential site and encourage landowners to understand both the commercial and
community advantages of a Town Centre Collection Office, and work together to
deliver a new Collection Centre.
New Addington has been particularly affected by the change of site, and there is a
very strong environmental argument that ferrying large numbers of parcels between
the seven miles between Factory Lane and New Addington is not sustainable. Since
Royal Mail will try up to three times to deliver some parcels, it is not inconceivable
that a parcel may have travelled 50 miles in Croydon alone before being delivered.
The redevelopment of New Addington is an opportunity to provide a much needed
local service, and also reduce the environmental impact of the current delivery
system.
20
A recent article in The Times illustrated the environmental impact that online delivery
services are having in central London2. A managing director at Transport for London
stated that “too many office workers were now making orders to their workplace
rather than home to avoid missing a delivery.” It was reported that central London
vehicle traffic had been declining for a number of years but since 2013 rates were
rising again, due in large part to office redeliveries. This example alone highlights
the negative environmental impact that missed deliveries can cause, exacerbated by
inaccessible collection offices, and the urgency of finding an environmentally friendly
solution to the collection issue.
RECOMMENDATIONS:
Cabinet to state its support for a Town Centre Collection Office and work with Royal Mail
to identify and deliver it.
Cabinet to consider how the planning process and its economic development team can
help deliver a Town Centre Collection Office.
Cabinet to welcome Royal Mail’s commitment to trialling new ways of meeting customer
demands, such as extended opening hours and Sunday working, and to commit to
working with Royal Mail on new initiatives.
Cabinet to collaborate with Royal Mail on the Central Parade improvements at New
Addington and look towards furnishing the Post Office for capacity to become a collection
point for missed deliveries.
2
Graeme Paton, “Traffic jams grow as Amazon drops goods at your desk”, The Times, 26 March 2015.
21
4. Staff Perspective
As part of the review, Councillor Fitzsimons met members of the Communication
Workers’ Union (CWU) to listen to their concerns and suggestions for improving the
service. They spoke not on an individual basis but expressed concerns on behalf of
the membership. They were able to give a fuller history of the old East Croydon site
and submitted that, although it was an old building, it was a good location and had
ample parking and decent facilities for staff. Through negations with Royal Mail
some of their initial concerns about staff facilities at Factory Lane had been
improved.
They were aware that business was changing and that working practices had to
respond to this and to keep up with demands such as the change from delivering
letters to delivering parcels. Many had also embraced Sunday working for the new
collection centre, but were concerned about making it a core part of their working
week without proper recompense. They confirmed that customers appreciated the
increase in out-of office hours at the new collection centre, and large numbers came
every weekend, especially Sundays. They also said the belated investment in new
technology meant that it was easier to track parcels in the new centre, than it has
been at East Croydon, which customers and staff appreciated.
Staff also had concerns about the new centre and whether it would meet the longterm needs of the business. The growth in the number of parcels being handled
meant the use of cars and vans was essential and a large amount of parking was
needed, and their view was that the current site was inadequate. Staff were reluctant
to leave vehicles at Factory Lane Car Park for fear of vandalism and they would
welcome Royal Mail’s area of the car park being secured.
Staff were also supportive of a Town Centre Collection Office being re-instated. They
understood Royal Mail’s wish to deliver on first delivery but it was clear that this was
not successful in large parts of the Borough and wouldn’t change any time soon.
Large numbers of parcels were being returned each day from places like New
Addington and Scrublands.
RECOMMENDATIONS:
Royal Mail to continue working with the CWU and staff at Factory Lane to ensure that
adequate resources are available for evening and Sunday opening hours to continue.
22
5. Longer Term Perspective
 Need for a universal service
Royal Mail is the only company that is currently required by law to provide a
universal delivery service to the British public. It has suffered years of under
investment, and is facing increased competition, especially in London. The nature of
its business is also rapidly changing and as the volume of letters decline, the volume
of parcels is increasing in line with the growth of on-line shopping. To maintain the
universal service obligation it is important that Royal Mail remains profitable and
responds to the needs to British public.
 Threat from other providers
There are a number of other parcel delivering companies, ranging from pure
competitors such as DHL, to new competitors such as Amazon, who deliver a large
number of their own parcels, to new start-ups such as Doddle, which charge a
monthly fee, but provide 24 hour access at many major stations in London. Royal
Mail’s aim to deliver all parcels and post to a customer’s preferred location is
laudable but we do not consider it realistic. There is a significant part of the
population who will continue to use collection offices for a variety of reasons,
including lifestyle, costs of other services, or access issues regarding their housing.
The review has concerns that the current system of making customers pay to
redirect parcels to local Post Offices is wrong and in the long-run counterproductive,
as it will drive customers to use other services such as Doddle. Removing the charge
would also help maintain or increase visits to local post offices, which may increase
their overall revenue due to the increase in footfall.
RECOMMENDATIONS:
Royal Mail to review its first-time delivery strategy.
Royal Mail and the Post Office to scrap the redelivery charge and establish free collection
points across the Borough.
Royal Mail to increase publicity of its alternative redelivery options to make sure all
customers are aware of the service.
23
Final Conclusions and Full Recommendations
Cabinet to negotiate leasing the entirety of Factory Lane Car Park to Royal
Mail.
To upgrade security of the Factory Lane Car Park to ensure safety of the
vehicles.
Cabinet to amend the parking bay restrictions on Factory Lane to enable a 15
minute relief period prior to charges applying.
Royal Mail to open a collection facility for customers within Croydon town
centre or alternatively to utilise the central Croydon Post Office for such a
service.
Cabinet to state its support for a Town Centre Collection Office and work with
Royal Mail to identify and deliver it.
Cabinet to consider how the planning process and its economic development
team can help deliver a Town Centre Collection Office.
Cabinet to welcome Royal Mail’s commitment to trialling new ways of meeting
customer demands, such as extended opening hours and Sunday working,
and to commit to working with Royal Mail on new initiatives.
Cabinet to collaborate with Royal Mail on the Central Parade improvements at
New Addington and look towards furnishing the Post Office for capacity to
become a collection point for missed deliveries.
Royal Mail to continue working with CWU and staff at Factory Lane to ensure
that adequate resources are available to ensure that evening and Sunday
opening hours remain.
Royal Mail to review its first-time delivery strategy.
Royal Mail and the Post Office to scrap the redelivery charge and establish
free collection points across the Borough.
Royal Mail to increase publicity of its alternative redelivery options to make
sure all customers are aware of the service.
24
APPENDIX A
This document provides the wording of the survey, and the corresponding data
received for each question. Where a question gave the option of answering with
“other” or “comment” this has been, where possible, collated at the end of each set
of data. Where the comment was in fact a selectable answer, it has been removed
from the “other/comment” section and reallocated to the relevant answer stat. If the
response was a general comment, this has been left unedited at the end of each
answer section.
Question 1
Did you use the old Royal Mail collection office on Addiscombe Road?
Yes
549
No
16
Question 2
Have you used the new Royal Mail collection office on Factory Lane?
Yes
327
No
237
25
Question 3
When you miss a delivery to your home, where do you get your parcels delivered to?
(Tick all applicable)
Workplace
39
Neighbour
208
Local Shop
13
Lockers (e.g. Amazon)
6
Collection Office (Factory Lane)
306
Post Office
94
Redelivery
68
Other (please specify)
37
o
o
o
o
o
Deliver to different address
Concierge
Front porch
Specified place outside house (e.g. shed, recycling box)
Not relevant
26
4
2
8
11
12
Question 4
What other collection points would you like to see? (Please tick your top two
preferences)
•
Workplace
32
•
Local Shops
260
•
Local Train Station
186
•
Lockers
46
•
Croydon Town Centre
339
•
Post Office
28
•
Other (please specify)
17
o Near old site
o Somewhere accessible
11
6
27
Question 5
With regard to the new Royal Mail collection office in Factory Lane, how would you
rate the following:
Very good
Good
Average
Bad
Very bad
Location
9
14
33
82
403
Parking
10
23
87
145
203
Public transport
7
6
45
89
368
Opening Times
24
97
215
64
70
Additional Comments:
•
I haven't got a car so I will never be in a position to use this facility. The
removal of the collection office from Addiscombe Road to somewhere so far
away and inaccessible to non-drivers is about the least helpful arrangement
that could have been substituted. It effectively removes the collection option
from me and I resent having to pay more postage to collect from my local post
office. In consequence, I will think twice about ordering online for delivery as
it's now so much hassle.
•
It is a totally unsatisfactory location that discriminates against those without
cars
•
There is a large central Post Office near George St/Church Street - why
cannot that be used ?
•
As I am a pensioner I am very upset that the East Croydon collection office
closed It would be extremely difficult for me to collect from Factory Lane.
•
Quick and efficient, nicer environment than the old place. Parking facilities for
car which is a massive bonus.
•
It's much better than going to the tatty and cramped facilities in the old place they could never find the parcels there
•
I have been there several times to pick up parcels and it never feels like a
particularly safe walk from the 264 Factory Lane bus stop to the collection
28
point as it involves passing industrial premises, many Tesco delivery vans,
and bad sight lines.
•
Nice facilities and expanded opening times, but totally in the wrong area. Big
downer is no public transport, plus you have to pay to get out their, unless you
do the walk from Church street tram which is half a mile each way. Not good
for the disabled or older folks.
•
I used to be able to pick up my package on my way home from work. Now I
struggle to find time/transport to get me to Factory Lane. It is extremely
inconvenient for me to get to.
•
The office is very well done when you get in there. but often the items I have
to collect are large which requires me to borrow a car because I can't
guarantee if I organise a redelivery that I will be in. the public transport options
are awful and I can't understand how the decision was made that it would be
better!
•
Croydon is now so dire, anything that goes toward improving the place has to
be a good thing. Removing that monstrous eyesore from East Croydon should
have been done long ago.
•
Parking at Factory Lane is far better than at the old building in Addiscombe
Rd where parking was non-existent.
•
The sorting office did well to improve opening times but people want to be
able to collect parcels, I never know when I'll be in and if I'll catch the post, I'd
rather collect the parcel at my convenience, the new location makes this less
of an attractive option especially in the winter when it gets dark early.
•
MUCH harder to get to if using public transport...and a lot of walking also
involved too, apparently. Good I haven't had to go to it YET, fortunately! I
have a van - but if I couldn't use that to get there, it looks pretty hard and very
time-consuming. Neighbours are often home and can accept deliveries if I'm
not home - but more luck than judgement. I think re-direction to a local Post
Office costs additionally, and I don't think people should be forced to choose
that - the old collection office was well sited near public transport and en route
of many peoples' commute or other trips into Croydon....so, for the PUBLIC
generally, the re-siting isn't helpful.
•
It is now a major outing to pick up missed packages. Addiscombe road made
it easy to pick up to/from work, going into town etc.
29
•
The consistent 'average' scoring is in comparing the new collection office with
the facilities of the old at East Croydon. Have only used it on three occasions
since Xmas - and that's on the behest of more aged neighbours - personally I
find the redelivery service so much more compelling to use and am surprised
that more residents don't avail themselves of it. Find the new office almost as
accessible as the old, three more tram stops followed by a short walk through
an active but nevertheless interesting, industrial landscape and find that the
service seems to be marginally better too. The change of locale has, to me,
made hardly any difference.
30
Question 6
What form of transport would you use to get to the Factory Lane collection office?
•
Walk
109
•
Pedal bike
8
•
Motorbike
7
•
Car
307
•
Tram
125
•
Bus
83
•
Train
2
•
Taxi
15
•
None - would re-direct parcel
121
•
Other (please specify)
9
o Reliant on a car user
9
Question 7
Do you live in a:
•
Flat
101
•
House
457
31
Question 8
Please enter your postcode (this will allow us to consider the variation of answers in
different wards)
Ward
Total
Addiscombe
163
Ashburton
147
Fairfield
60
Heathfield
44
Shirley
32
Fieldway
32
New Addington
24
CR0
12
Croham
6
Selhurst
6
Purley
5
Selsdon and Ballards
5
CR2
4
Broad Green
3
Waddon
3
Bensham Manor
2
West Thornton
2
Woodside
2
CR7
1
Thornton Heath
1
Kenley
1
32
Coulsdon West
1
SE25
1
Invalid postcode
1
Grand Total
558
33
Question 9
Please use the text box below to add additional comments you wish to make in
relation to the recent changes Royal Mail have made to services in Croydon.
Could Royal Mail try other neighbours and not just immediate neighbours as
my neighbours each side are out all day.
The change in parcel delivery service by the Post Office was carried out
without due regard to the wishes of the majority of users who would be
affected by the change.
I have on occasion been at home when the royal mail were due to deliver. on
occassion when the front door isnt answered immediatly the postal is returned
to depot. also on occasion i havent had a card.
Not thought through. Priority here is for a simple cost cutting exercise instead
of customers, without whom there would be no Royal Mail.
I was not aware of the facts that one can re-direct parcel deliveries. But what
happens when I am away, how long will the parcel be kept at the Post Office?
Letters often creased, ripped or wet.
I was less concerned about it after I successfully used the redelivery service.
However I would still much prefer to have somewhere near (central Croydon?)
to go and collect as per the previous arrangement.
There needs to be a return of the collection office to it's original location at
East Croydon Station.
34
Stupid location, no public transport, no parking, how are people meant to get
there during the working week? Then they charge for having it redirected to
the local post offce!!!!! Clearly the choice of location is to make money, not
provide a customer service.
Hate the move not convenient at all, Central croydon would be better.
I do not understand why Royal Mail do not use local post office.
damning that the vacated site remains empty and unsold.
The Addiscombe post office collection point was really convenient for picking
up parcels on the way to the station to go to work. If you do not drive Factory
Lane is not convenient and I can only go there on Saturday. I have reduced
online shopping as a result.
Clearly the convenience for Croydon customers was the last consideration
when this move was decided. New location is totally inappropriate for
pedestrians.
We first lost the post office at East Croydon then the parcel collection office. It
seems we are loosing amenities not gaining them. I don't think that is
progress. Why can't the council have an integrated, coherent plan for the
town. Why can't there be a sub post office opened in whatever new
development is planned for the site.
This only happened when the Post Office was privatised. It's their profits being
more important than the public service they used to provide.
Postal deliveries are rather erratic, but as none of my post is urgent that has
not caused any problems so far.
35
The decision to relocate to Factory Lane certainly didn't have the customer in
mind. Or staff - how do they get there without a PO van??? So much for a
transport plan. This situation isn't helped by the PO delivery person only
waiting a nano-second after knocking the door to deliver!!!!
Factory Lane is a disaster either East Croydon station or 2nd choice town
centre. Also the quality of postal deliveries has deteriorated. In fact one
cannot be sure that all post/mail is actually been delivered!
It's a terrible inconvenience to travel to such a distant and remote place to
pick up parcels. I don't feel safe there either because it's so out of the way.
Should of kept it local as it was.
They have no consideration. They didn't even put directions to their new
delivery office up at the old delivery office - several times I have had people
asking me for directions. But the main thing is that the office should be
convenient for public transport.
The original plans to relocate Iin cherry orchard road was a better option for
all existing customers - why didn't it go ahead.?
Now very inconvenient for everyone especially for anyone with mobility
problems. East Croydon was perfectly placed for public transport and for
everyone living and working in Croydon or commuting from East Croydon.
The last collection of mail from the local mail box has been changed from
5.30/6.00 pm to 9.00am . Unable to understand how this is supposed to
benefit the general public. It seems to me that the Post Office do not want
people to use their facilities.
I think that it is woeful and short sighted to move the collection Office from a
location adjacent to the largest transport hub in Croydon, passed by
36
thousands of commuters every day, to a location that is only effectively
accessible by car, at weekends
It's a hassle! The last time I collected a parcel, it hadn't arrived back. Why
should I pay a fee to have it presented to my local post office.
a difficult and time consuming journey to site in Factory Lane by public
transport and walking especially for elderly etc, RM collection office neds to
be user friendly and sited in central Croydon close to East Croydon station
very bad location not convenient for people who do not work locally.
previously could collect from addiscombe road on way home from work via
east Croydon station
awful change to an industrial estate that involves walking along a dual
carraigeway to get there
I'm furious.
It's the worst service ever and I now use couriers such as hermes and fedex
to have things delivered. Whoever located a parcel point miles from the town
centre with no transport links or parking was a total moron and clearly doesn't
understand town planning
It was a very bad decision to place the new parcel office in factory lane. Not
everyone has a car!
Impossible to get to with out getting 2 trams meaning £3.00 for an item that
has already been paid for (or 75p to have redelivered to a local post office). I
call this extortion not a service
A bad move tat is discriminatory, bring back to a central Croydon location.
37
they should never have moved to factory lane as the building is even more
crowded on a saturday than when in addiscombe rd as people wait until Sat to
make the journey as no longer able to pick up on way to/from work.
I have an excellent postman, who arrived practically on the dot of 11 am each
day, meaning I could wait in for him if convenient. Now, because he has to
come so much further, he is no longer regular, so I can't wait for him.
Therefore I know I will get the dreaded card through the door and, instead of
walking up the road to get my post, I will have to ask for it to be redelivered,
which takes 2 DAYS, not 1. I do this on the computer, because it is cheaper
than a phone cal, which is not free and not short. If you haven't got a
computer, you are forced to spend money on the call! But then, we are all
supposed to have computers and cars, aren't we? I don't have a car and I
haven't the faintest idea where Factory Lane is, but I have been told that it is
nowhere near either a bus or tram stop. I am absolutely disgusted with the
"service" now - and this while postage prices are going through the roof!
They have given no thought for for pensioners, people without transport or
disabled persons accessing the collection office in Beddington Lane. I do not
know but I have been told that there is no parking there either, I would not
contemplate making the journey there on public transport & would look to
ordering from companies that uses other parcel services.I feel very let down
by Royal Mail.
Changes made have not been made in the interests of the customers of Royal
Mail.
More local options please.
Bring back a sorting office that is local to central croydon
Previously post deliveries came around the same time every day but now it
can be any time in the day. It means you cannot rely on a delivery that you
were expecting.
38
It must be causing royal mail more work - now i have to get my parcel
redelivered every time as I just don't have time to go to factory lane. It has
made parcel deliveries a real pain.
Very difficult to get to no direct Transport
Having the collection office so far away is a very big inconvenience
The re-siting of the parcel office shows no consideration at all for those relying
on public transport or for the elderly who need to collect parcels.
The Post Office seem to have completely ignored Croydon people when they
closed the parcel delivery office. Surely with the new development at esat
Croydon station a parcel delivery office could be incorporated into the plan.
People have access there by bus, train and tram and it is a central point
This was a very bad decision in the first place.
There needs to be a more central place with sufficient FREE parking and
accessible by public transport
I'm 77 and do not look dowered to the walk to and from the 289 stop at West
Croydon Station and it will most likely get worse.
Collection of parcels is such a difficult problem for people who work so a
collection point accessible to all people from all walks of life and able bodied
or otherwise is essential.
East Croydon depot was a great collection point. Quick pick after work and
hop on the tram home. Nothing but inconvenience now!
39
From South Croydon it would be easier to pick up parcels from the Purley
delivery office on Brighton Road than from Factory Lane. A single bus ride to
right outside, rather than a bus to West Croydon and then walk or tram and
walk to Factory Lane.
We have tried paying for redelivery to the Addiscombe Post Office located in
the Co-op but on both occassions the item did not arrive by the time we went
to collect despite being told when to collect.
The Factory Lane service is much worse than the previous Cherry Orchard
Road location because of the difficulty reaching it by public transport. I now
chose click and collect from shops to aviod having to pick parcels up from
Factory Lane. It is unsafe.
No regular postman post deliver at all times off day a large step back on
previous service
The new location is down an unpopulated road and especially in winter it is
not a nice walk from the nearest transport (tram from East Croydon, then walk
to West Croydon to return). I feel very uncomfortable walking in this area in
the dark. The traffic to drive across Croydon during evening rush hour makes
this an even worse option due to the time it would take.
good job!
Roll on May 5th
Factory Lane is inaccessible for those reliant on public transport and is a long
journey from the east of the borough.
Unhelpful to there customers
40
It's a bit late for this survey. You should have done something for your
electorate during the planning stage.
Moving the collection point to Factory Lane has been a disaster - it is much
more difficult to get to, there is always chaos around trying to park (not at all
helped by the fact that they take up the majority of customer parking bays with
Royal Mail fans despite having other areas for these) and in general it has led
to such a reduction in customer service and ease of use that I would much
prefer for items to be sent to me now by other courier companies.
Factory Lane is not convenient due to the lack of public transport and parking.
Would much prefer a central Croydon location.
loss of post office and collection office at East Croydon station were both
detrimental steps for Croydon residents
Always a huge queue. Can't be bothered to order online anymore.
Needs to get with times, people work. Start delivering post in evenings as well
as daytime, mix it up
I've found the option to have parcels redelivered on a day when I'm in to be
very reliable so far.
Why cancel late afternoon collections from boxes in this area? Times of
deliveries are not relaible. There is clearly an increase in the supervisory and
amanagement levels in the main Croydon Post office and use of computer
based equipement is not much more effective than the old style counter
service and stamp dispensing machines.
41
Poor service - the government whould have made conditions of sale to secure
good service for people with lower mobility. 0 points.
The Addiscombe Road collection office was a perfect location and the Factory
Lane collection office is as far from perfect as it is possible to be.
Absolutely dreadful. So difficult to get to !!!!!!!!
I'm glad it moved up at East Croydon was a night mare trying to get parking I
was in a silly place. With all the changes around East Croydon the parcel
office wasn't suitable there anymore
Had lots of dealing with Royal Mail and found them very unhelpful.
Don't why they had to move it, should have at least kept local in Croydon
put it back in croydon
factory lane is a joke miles from new addington and totally inconvenient if you
are working miles away
Since your revision, our postman does not clear everyday, so we have on
occasions had a weeks worth of post delivered by a different postman on his
day off. Post has been frequently misdelivered,
Removel of the main post office at East Croydon and the parcel office was
ridiculous.
Unhappy with where it is now. Its very inconvenient.
42
East Croydon was so much easier to get to on public transport.
The location is extremely poor located in the corner of Croydon with poor
parking facilities and poor transport links.
Factory Lane is just to far away for me I am an OAP and disabled so I just
could not get there
I have had to get 1 parcel redirected. It took a few phone calls and trips to the
local post office to get my parcel redirected. Royal mail just didn't seem to be
able to manage it. The local post office were very nice though. Also, I had to
pay for the service. It was a small amount but I think this is unfair if they put
their collection point in an inaccessible place.
No parking no transport links local Elderly people/ disabled
Factory lane is walking distance from w.croydon. Free parking, less
congestion than east croydon sorting office.
Since Royal Mail have moved I don't get the same amount of post as I did
before recieve and would often get warning letters regrading my bills but yet I
haven't recieved my bill
they are a privatised company - what has it got to do with the council
The phone num should be a 0208 or 0800
A lot easier where it is by car .
Too far away from public transport not easy to get too
43
Parcels going missing or not turning up when they should
The queues are really bad at the weekend along with the added nightmare of
finding a place to park it was not a very good experience.
I feel my only option now is a redelivery. if you do not drive it is a very
awkward place to collect post and virtually impossible for a mobility
challenged non-driver.
I'm so happy that the collection office moved to factory lane which is so much
more accessible than the old central croydon office
Its far worse !! More exspensive, & unreliable.
I have been over twice this week as my sons passport was taken back to
sorting office and they couldnt find it and said it was because they are under
staffed and come back in few days
The only reason this has happened is because after the disgraceful sham,
that is the privatization of public assets, the now privately owned RM wants to
sell off some of it’s prime real estate to help boost profits.
It's poor judgement, the closeness to the station made it easier for a lot of
people not only those who live locally to pick up parcels. Selling the land for
more development will make the Addiscombe side of the station too
overcrowded with huge buildings which will more likely encroach on the
residential area.
I don't really mind because I know Royal Mail are under a lot of pressure but it
just seems odd to move to collection office to an out-of-the-way location
44
where LESS people are able to use it, rather than somewhere central where
people could pop in.
I find Factory Lane more convenient
poorer than before, not compatable with local business. Factory lane is not
central or convenient to get to. No public transport for those without a car,
numerous times have collected post for neighbour without a car.
The advantage of the Post Office collection at East Croydon was (1) that it
was right next to transport links, (2) I regularly passed, so if the queue was too
long I could go back on a different occassion, and (3) roughly a 20 minute
round trip. A visit to the new collection office involves a special journey, 2
buses and a walk taking the round trip time up until around an hour, and the
possibility of having to stand in a queue for a long time. As someone with
mobility difficulties I find standing in queues for long times difficult and tiring;
but having made a special journey I am reluctant to turn around and come
back home if the queue is long.
Diabolical, if there was another company to use I would do so, I am sure it
would be cheaper, more reliable and my 1st class stamp just might be
received the next day!
Present location almost impossible for anyone with limited mobility
We need a collection point that is central to transport in Croydon.
Should be allowed to collect from the physically nearest Post Office which for
us is West Wickham, Kent. Should not be based on Post Code.
Without private transport the new location is dreadful to get to without extra
expense being incurred.
45
This Factory Lane collection point is very inconvenient for most people, &
completely impossible for many. Everyone wishes it to be changed to
somewhere more central or to local collection points.
If royal mail can do what Doodle can do, I would be happy and they are
present in key railway stations.
Apart from being a totally inconvenient location for a parcel office to serve the
largest borough in London, the building they have deserted is an absolute
eyesore with accumulating rubbish around it. Royal Mail seems to feel no
obligation to clear this. Right next to East Croydon station too.
The times of pillar box collection near to us are now useless, i.e. one
collection per day about 9 am
The collection office was well used and an important service for local people.
Many new flats are being built in central Croydon bringing in new residents
but local people are losing services and facilities in the area. Croydon Council
should ensure that services are not lost and local property developers are
required to provide services and facilities for the area they are making money
from.
How can such an important facility be relocated from a site accessible by bus,
train, tram and car to that only accessible by car and no public transport? It's
not rocket science!
extremely limited free parking on site. no one would like to use pay parking
just for parcel collection. traffic wardens scan this street like hawks for a
parking offender. imagine being slapped with a £40 fine for collecting a
council tax bill from the Collection Office! Please re-locate to a more practical
location or increase free parking spaces.
46
Please bring back a collection point in central Croydon - Factory Lane is a
nightmare location.
This change dos not seem to have been a carefully considered one. It will
undermine plans to redevelop central Croydon.
The change was appalling. WHY move such a service out of central Croydon?
We need something central with easy travel time/distance for everyone.
Fully support the regeneration plans for the old sorting office, but the new
location is absolutely ridiculous
The Factory Lane office is very nice, but the location is completely wrong.
Central Croydon collection point is likely to be quite expensive, so understand
Royal Mail not wanting that, but the alternative should at least be close to a
tram stop!
The office needs to be accessible on foot from central croydon.
The location of the collection office should ideally be close to East Croydon
station.
If a parcel is urgent it is too far and awkward for me to go to factory lane.
Would therefore have to wait for it whereas I could easily have taken the tram
to east croydon.
They've also cut collection times
47
I am now beginning to use only distributors who use other than the Post Office
to send my goods or requesting Non Post Office delivery.
Royal Mail seem bent on their own destruction. Instead of putting customers
first they have shown complete disregard to what most customers want. It is
no wonder that we customers are seeking alternatives.
I've had three packages mislaid at the new depot in the last year, resulting in
expense and inconvenience.
Larger parcels that can't be left with neighbours and all mail that needs to be
signed for goes to the collection office. R Mail provide a bike rack but bikes
are no good for larger parcels. There is no parking in the street in business
hours and the Royal Mail car park is closed to visitors until after they finish
dispatching their van fleet - 1030 or later. Basically the location is all wrong.
Having said that though the building accommodation is reasonably well
appointed and warm in winter and the counter staff have been goodhumoured on the 3 or 4 occasions I have had to go there. people who have to
go out of their way to collect mail are not in a happy frame of mind so I think
the counter staff probably get a lot of stick but they seem sanguine.
There is a perfectly good sorting office at Purley Oaks
Coupled with the late postal delivery (e.g. 11:30 on weekdays though highly
variable times at that) experienced over the last few years, the relocation to
Factory Lane is bad news: mainly due to location (distane away and poor
public transport links)
the service inside the office is 100 times better than the miserable service that
used to be in the east Croydon one but the fact is that the location is so
inconvenient it is a joke
48
this is a wonderful example of the way in which privatising a service leads to
decisions to increase profits (or cut losses) while worsening the service
experienced by customers
I have only used the Factory Lane office once, a Saturday I happened to be
free. All other times I paid for my parcels to be re-directed to the Addiscombe
branch.
Very poor decision to move collection office away from central Croydon &
more importantly from multiple public transport options.
Industrial Estates are never good places for pedestrians to walk. They are
invariably lonely, unsafe, often lacking foot paths and safe road crossings.
What about the elderly who are vulnerable and may not be able to walk the
distance from public transport? I have not been to the site, but having looked
on the map it appears there is a significant distance to walk from public
transport. I do not look forward to the day when I have to go. Why is it that
pedestrians are not considered in planning such changes? Many Londoners
do not drive or have access to a car therefore it is important to consider
pedestrian access. Many Londoners live in flats, largely rented, and do not
know their neighbours well enough to trust them to take in valuable parcels, or
signed for post etc. Croydon is a big town centre with many empty premises
so surely a suitable site could have been found. It would not have mattered if
it was in one of the less desirable buildings, so long as it was convenient to
pedestrians, shoppers and commuters.
Though I haven't had to use the new collection office yet, for myself it will be
far easier for me to use then East Croydon
Very disappointing decision to close the central Croydon sorting office which
was very convenient for most being near to public transport links. Seems to
be no consideration for their staff or their customers- just money!
Factory Lane is not easy to find or to get too.
49
The location is completely impracticable
We primarily used the old East Croydon mail centre for checking to see if
there is any mail and collecting of mail from our PO box. For
checking/collection of the PO Box from the factory lane site there is no
alternative but to drive there and as often, it is a wasted journey with nothing
to collect. Royal Mail have no other solution for PO Box users. Our only
alternative is to get a gardeners compound/storage building we have for the
Turnpike Hill Trust in our estate re-registered with the council with a
recognisable address (e.g. Turnpike Hill House, Turnpike Link) which will cost
as £250-400, plus it may then increase our rates as its perceived to change
the use of the building and then we can ask Royal Mail to recognise it (no
doubt for a further fee) and deliver there (and we then have to provide a
secure place for the mail to be posted into - a further cost!)
Was hard to park at croydon station - factory lane further but better from that
respect but pay mostly to have delivered to post office forestdale. My biggest
bugbare is that cro 9aa serves from waterworks cottages to beyond peartree
farm so delivery often fails to my business - would like a postcode allocated to
peartree farm specifically
POOR decision.. at a terrible inconvenience to Royals Mail patrons... no
consideration at all.
I am not affected as much as people who work in the daytime
Please make collections more central as before. The present location is too
difficult for me.and impractical for everyone.
Fortunately I have missed only delivery so far; I went to the new office to try to
collect it; after going up to the 1st floor I found that I was behind a queue of 10
people and only 1 person was serving at the desk. I waited 5 minutes but
there was no movement at all so I went home and phoned for delivery in 2
days time which did happen.
50
Move the collection office to Central croydon. The current one is not
convenient
I don't have a car so it is very difficult to get to the new location. I commute to
London every day for work from East Croydon so it was very handy to have
near the station before.
The ridiculous decision to move the parcel office from somewhere convenient
for most people (near town centre / station / lots of public transport) to one of
the most inaccessible parts of Croydon for people who do not have a car
should surely be reversed.
I use to walk to East Croydon old office now have to drive to new location so
more pollution to our borough.
I am fortunate enough to be able bodied plus own a car. Those less able or
without transport must struggle. Plus, many who work may have difficulty,
getting to Factory Lane, although I don't know the opening hours.
We pay more for Royal Mail services than at any time before and suffer the
worst 'service' ever offered; a disgraceful situation!
surely it makes sense to have a pick up point closer to where all residents can
visit. I have a car but then that means environment gets it more too ! I used to
collect on way to work.
Two out of four deliveries we requested for redelivery did not turn up on the
day booked. This meant either waiting in yet again or driiving out in the
evening after work in busy traffic. If you are running a redelivery service there
is a lot of room for improvement.
Very poor service for both collecting undelivered mail and parcels and for
ridiculously early collection times from post boxes.
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Factory Lane is totally inconvenient, too far and time consuming to get there.
It also amazes us that we have a sorting office 5 minutes away but can't use it
because it's in another borough!
This change is unexpected as they are now a private company their
responsibility is to their shareholders. The use of a site so close to East
Croydon station as a mail collection office rather than commercial or housing
would not make financial sense to any private company. Perhaps one of the
political parties will commit to renationalising this public service, rather than
tinkering around the edges trying to make the best of a bad deal.
The plan to use the site of the old post office for flats and a supermarket is
madness. Central Croydon will soon be over-supplied with high-rise
apartments and there are three supermarkets (2xSainsbury's + 1xWaitrose.
Factory Lane is too far away & very time consuming to get to even if you do
have a car. The collection office should be in central Croydon to make it
convenient for all residents.
New collection times from my local post box. "Before 9:15am". That means
thinking about posting items the night before. Stupid idea. Could accept 12:00
midday. What was wrong with the old 16:30 collection?
The new location is very inconvenient and seems to have been chosen with
cost rather than customers in mind. To reach it by public transport means
walking through a very unpleasant area down uneven pavements - even as a
confident and healthy person I avoid going to collect parcels on dark evenings
as I don't feel safe there.
Fed up with not delivering to a neighbour as instructed. This would be in line
with
I do not understand the reasons for the change: it is unnecessary,
inconvenient for everyone, and practically unworkable. The price of sending a
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parcel is sky-high - why is Royal Mail so anxious to discourage altogether the
sending of parcels? I can only hope that more flexible (and cheaper) private
companies will fill the gap.
I recently collected a package from the Parcel Collection Office, Wandle Park
Trading Estate on Factory Lane. It proved to be an arduous journey by tram
and walking, I believe it would be very difficult for anyone, especially elderly
people, without a car to collect from this office.
Used to be convenient, now very inconvenient. I don't have a car
When phoning to request a redelivery, it is stated that a redelivery to a
workplace is not possible. Also a redelivery is not possible to an address
which has a different postcode to the original address. There is a charge if a
redelivery is made to a local post office, and it doesn't get there any quicker
than a home redelivery anyway. I'm absolutely fed up with missing the
postman by a couple of minutes (they often don't give me enough time to get
downstairs on the stair lift), and then having to wait so long to receive my
item. I find it difficult to get out, so I have many things delivered, some by
courier and some by Royal Mail. The new location is totally inaccessible to
someone like me who is disabled, lives in New Addington and who doesn't
drive.
Dreadful location, keep it central!
Our postmen/women work very hard are always polite & friendly & should be
commended.
This is a terrible location, and really illustrates the maxim, "profits before
people", especially since there is no adequate parking provision after moving
to a public transport-unfriendly location
I would really appreciate it of there is a collection office near train station or at
town centre so I can pick up my mail on the way to or from work.
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It seems insane that now that Royal Mail's principal business is delivering
parcels, thanks to the rise of internet shopping, they have moved their parcel
delivery office to a remote and virtually inaccessible site. Surely this isn't good
business sense?
Gavin reports that the Post Office feels they need a bigger facility for the
parcels owing to the fact that people are doing so much on-line shopping. So,
couldn't the Post Office have enlarged the ground floor facility in East
Croydon, as the Post Office are was closed. How many more supermarkets
do we need? Aren't the 'big four' flooding the market? We can only consume
so much food!
Location - poor; public Transport -poor; parking too cramped; signage - poor;
service - poor and on first floor
sealing of letter boxes especially the one at the shops at the bus terminus at
Milne Park/Homestead Way - VERY necessary as it too is an elderly
community.
Poor decision to locate the collection at factory lane
The service seems to have become worse. I often don't get post all week and
then get a big load at the end of the week ie the post is being saved up to
deliver in whole go rather being delivered as it is sent.
A totally stupid decision which inconveniences the majority.
Bring back the collections to central croydon
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Royal Mail is a public company now - Tories, Lib Dems and Labour all wanted
to sell it off and politicians could have set some standards for this type of
service.
Croydon deserves a convenient and central collection office. Not factory lane
Thankfully the staff at Factory Lane are still as helpful as they were at
Addiscombe Road. But it's a fair step from the nearest bus stop, particularly if
the parcel is bulky or heavy (or both) or if you are aged or infirm.
I can understand that RM is pulling back on letter services as we now use this
service very little, but as we order more by internet convenient places to
receive packets is very important.
Very poor. The post boxes will be withdrawn because the post office will say
that they are not being used as the only collection time is 9.00am
Wherever possible we now use non-Royal Mail services for sending and
receiving, despite being RMG shareholders. So sad....
As I live in Old Town it is relatively easy to get there but some sort of
collection point in Central Croydon would be better.
I live two floors up at the end of a landing and my parcels and packets too big
for letter box used to be left hidden by my plant pots by my front door.
Apparently that's not allowed now. My neighbour cant take parcels for me nor
should he have to. The central Croydon pick up by the tram and bus stops
was perfect.
Only been to sorting office in factory lane once and it was time consuming and
inconvenient to get to. Now I arrange for a redelivery instead.
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Totally insane to move to current premises. It may help the Post Office but
certainly not its users. This is not a service!
Better than east croydon as difficult to park and expensive at station
Even if Royal ail redevelop most of the existing site, can they not retain
sufficient space for a collection office? A town centre location is essential for
that
Worst possible location for a post office collection point. With more people
buying online and getting parcels delivered to home, moving to factory lane
and expecting people to get down there with its limited parking and HGV
traffic was lunacy.
One visit was paid to Factory Lane thereafter I requested a new delivery date
when someone would be at home to receive it. The location is awkward to get
to as trying to get there then onto work is chaotic due to the many road
closures in Croydon at present traffic is very congested.
The location of the present collection office is an utterly retrograde step.
Parking is essential but for those without a car it is appalling.
Needs to be much more central to Croydon for ease of collection. Factory
Lane is far too inconvenient for most people.
Factory Lane is far from anywhere including far from transport, remote from
residence or businesses or shops. Hopeless in fact
how would the old-frail people who dont drive get their parsels?
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Service has deteriorated markedly many items delivered to wrong letterboxes
It is disgraceful that the council agreed to this on the proviso there was
customer parking, 5 spaces not available until after 10am, the council must
take some responsibility for its agreement. And so much for carbon footprint
caring everybody knew there was no public transport to factory lane so why
was it agreed! I now refuse to buy from sellers who only deliver by Royal Mail,
how many others do? My neighbours work and my work address does not
allow for delivery of personal mail.
The Collection Office should be situated somewhere with good public
transport links.
For us who live within walking distance from the old collection office, it's a
crime that the new office is outside the city centre and one needs to pay the
tram fare and waste time to get there and back
It was an extremely insensitive decision.
a real schlep to get to by car. have no idea how people without a car, or the
elderly would get there. local options would be appreciated.
A continuous flood of bad ideas and poorer service.
Cant understand the logic behind moving to this inaccessible location
Not only is it difficult to find, it also has stairs when you get there.
Poor poor poor. no thought to people collecting, I dont even think my postman
is happy with what is being done with staff!
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Apart from losing our postman of over 10 years for no good reason (although
the new postman is okay) the service generally has deteriorated over all. Now
this move for the office to Factory Lane is a bad idea, almost anywhere would
be better than this!
I so miss the Sunday mail collection
Royal mail are failing croydon residents and should provide a better service.
It's totally inappropriate to locate the Collection Office out of Central Croydon;
it is inaccessible for anyone without a car and most inconvenient for those
working full-time.
Out land ish!
The new location is very inconvenient
The removal of set collection times is very confusing - Royal Mail say they
could be as early as 09:00.
Private company can do what they want, sadly is inefficient so I would
suggest dumping shares in the Post Office.
Although I can re-arrange to have a parcel delivered I still have to wait in for
the delivery as the post arrives at all sorts of time of the day now.
It has caused all sorts of problems especially for the elderly or the disabled
I am so cross that the office has moved - it is inconvenient, difficult to get to
and frankly awful customer service
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Every action of the Royal Mail seems to be to suicidal. Should they still have a
monopoly?
It is ridiculous and inconvenient to have to go to Factory Lane. Why cannot
parcels be left at a local post office for pick up at the end of our road.
Should be closer to the town centre
Please re site this somewhere accessible
Factory lane or the moon. Either place just as accessible. Worst thing to
happen was to.move from central Croydon. If royal mail makes these
desisions they should be sold.off.
I'm fortunate &.can.drive.to factory lane.but parking there is.difficult
as.often.their vans are parked.in the customer.bays. I work.in
croydon.and.Addiscombe road was.very.convenient as.I. could
collect.parcels.on.my way to work.
Getting to factory lane is a mission, I normally walk or cycle everywehre, but
it's location next to the A23 makes these modes of transport a mission. I don't
even like driving there. You try do that right turn across the A23 in traffic there's a queue and it's risky.
They need to stop charging for delivery to post offices
I walked to the Factory Lane office to collect a special delivery item and it felt
very insecure walking along that road. I am also unhappy about having items
delivered to a neighbour because it is sometimes difficult to decipher the
notes left by Royal Mail and then I've no idea who has my delivery. It was
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much easier when I could just collect from the old office on Addiscombe Road
the following day.
15 minutes walk from nearest public transport is a joke!
The relocation of the parcel collection office is tantamount to a withdrawal of
the service. It might be more efficient for the Post Office, but not for its
customers.
As the collection office doesn't seem to also be a delivery office, though I may
be wrong about that, it isn't obvious why it is so out if the way.
It's the worst place ever to have a collection for parcels and recorded
deliveries and should be relocated.
How on earth can an organisation hoping to compete in the parcel delivery
field relocate its Collection office to perhaps one of the most inaccessible
areas in the borough? I wonder if cash has something to do with it!, but
people will make other arrangements and use other methods. Well done
Royal Mail, enjoy your cash while you still exist.
The former location on Addiscombe Road was an ideal site for a sorting office
- accessible and handy for thousands of people, the new site in Wandle Park
is hard to get to and seems deliberately intended to put people off from
collecting items, no doubt as part of a short sighed and ill conceived cost
cutting/money making scheme. Selling off assets for a quick buck - the Post
Office will be gone in ten years time anyway - a shame, but they refuse to
modernise in a sensible way. No thought of customer service - just sell off the
lucrative site near the station to make some short-term cash. I won't be using
their services again.
The more they reduce services, the less we (public) will use them; changes to
save money seem counterproductive
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Collection point should be in or close to town centre for access for all
If the old building is being redeveloped, is it not possible to retain a parcel
collection point in the ground floor.
They evidently do not give a damn for the people they are supposedly
supplying a service to.
It has made life more difficult
Moved a very inconvenient location and should be moved back to the town
centre...
Since relocation of the sorting office mail delivery has been very hapgazard.
Why can't Royal Mail run a click and collect service - they tell you a parcel is
waiting for you. You agree to pick it up at a local shop. It can't be that difficult
to set up!
Complains to Royal Mail are totally disregarded, it seems as though htey dont
want private customers any more
The closure of the E Croydon sorting office has depersonalised the Royal Mail
Postal Service in Croydon
If I miss a delivery I go online and have it redelivered at a time when I know
that I will be in. What could be more simple?
Ridiculous. We have to travel to the other side of Croydon to collect parcels
and can only go out of work hours.
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Level of service has fallen noticeably.
I now try and use firms which ch don't use Royal Mail which comes with
additional problems but at least parcels will be delivered to my house.
Even staff members have complained that the new location is inaccessible,
with all the empty buildings in Croydon SURELY Royal Mail could have
thought of somewhere more central to relocate to? This was obviously not
done with the customers' best interests at heart and I am sure it is adding to
RM's carbon footprint with all the extra redelivering they have to do an the fact
they are somewhere that encourages car use!
I don't remember any consultation before the old convenient office was
closed??
The new collection site is about as inaccessible as it is possible to be. Only
the most active persons with their own transport can possibly collect anything,
or those prepared to pay the high price of a taxi service, and then for another
taxi to come and pick them up once they've collected their item. How many
pensioners or disabled persons are going to walk more than half a mile from
the nearest public transport point in pouring rain to collect an item? You need
a bus service to stop outside. (And local P.O. is not going to have enough
shelf space for parcels during the Xmas rush.)
Royal Mail also need to be more flexible with where residents can collect
parcels from. I live 300 yards from the Purley Oaks depot but because I have
a CR2 postcode from South Croydon rather than CR8 I have to travel to
Factory Lane instead, which is very annoying considering the proximity of the
Purley and Coulsdon depot.
Owing to the location of Factory Lane it is impoossible to get to before going
to work, and if you work full time it is therefore very, very difficult to collect
missed parcels. I think Croydon residents are getting a very unfair deal from
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Royal Mail, especially the elderly, disabled and those who do not have access
to a vehicle.
Not sure why we don't seem to have the same post person these days. Not
complaining about anything specifically, but just seemed better to have a
regular, recognisable person doing our deliveries, as we used to have.
The old collection office was great. Why not keep enough space for it in the
old building and redevelop the rest?
Difficult to get to in a borough well served by public transport. Couldn't be any
more difficult. Please think again Royal Mail.
It's a stupid location, really idiotic planning.
The location is very bad for anyone who does not have a car, particularly the
elderly. There is very little customer parking. Last time I was there the few
customer places were occupied by Royal Mail vans. There should be a proper
collection point in central Croydon where the shops are.
Don't forget to use this data to feedback to other delivery companies - Royal
Mail aren't the only ones with inaccessible services.
I think a collection office should be easily accessible. Why can't they use the
post office in the town centre?
The new site is most inconvenient and difficult to reach - even if you have a
car.
It was so easy for people coming home via the East Croydon transport hub to
collect parcels from the Addiscombe Road office.
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For myself, it's an inconvenience. For others; the elderly, the infirm, those who
rely on public transport, it's too far away from anything useful.
If the delivery people came earlier, we might be at home.
Customers were completely disregarded when making this decision.
Absolutely appalling that this was ever considered as a site for parcel
collection.
I cannot beleive where it is located now, it's a traffic jam to get there.
The old collection office was far more convenient. I now need to allocate
about 90 minutes to travel to and from the Facrotyu Lane site.
New collection office very inconvenient
As with everything nowadays, I wasn't at all pleased when I first heard about
change of collection office, change of timing of collection of post from postbox
at top of my road (now 9am), and also my postman has changed and time of
delivery slightly changed. But it is manageable!
When it was proposed to relocate the Royal Mail parcel office away from
Croydon town centre, there were many objections but no notice was taken.
The decision seems to have been made as a fait accompli. The change in
times of final collections from some local post boxes to around 9 am is not
convenient if a letter is to be delivered the next day and cannot be posted so
early in the day. This is not a first class next day service. Even 12 noon as the
final collection time would be an improvement.
The public service of the Post Office has acted with absolutely no care or
consideration towards it's client base, the public, and has moved to a cheaper
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location to maximise the amount of money made. Fair enough, we've all got to
make some money, but it doesn't make it acceptable. There are no easy ways
to get to this location and the tiny public car park available is often blocked in
by their own vans. The new site is often terribly understaffed, I can remember
the East Croydon office having upto 4 people and never any fewer than 2
people working at a time, whereas this new office seems to have a 2 person
max and is typically manned by just one person. Considering how big and
heavily populated an area this collection office is serving this is unacceptable.
It honestly feels as if the Post Office has decided to make the chore of
collecting a missed package as awkward, time consuming, and frustrating as
possible.
The collection time at the Clyde Road post box is too early at 9am
At a time when the post Office is struggling to compete on parcels, what an
own goal moving to Factory Lane
When one is elderly it is near impossible to go to Factory Lane with no car, by
public transport or taxi which will probably cost the earth!
We were dismayed to lose our postman who had been on our route for years.
Our new postman is excellent
Totally inconvenient from every aspect. Now very costly and time consuming
to collect items.
Would like to see the old Addiscombe Road collection point reinstated
I think that it was one BIG cock-up there's no where to park you have to wait
up to 35 mins. no bus's go there. i'm lucky because i drive.
The new collection centre is so difficult to access and you have to pay for a
meter if you go by car. Public transport is no where near the centre so how
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are people expected to get there that dont drive? Also many stairs to get up to
the centre and no where to sit whilst waiting.
Move it back to central croydon
From a personal viewpoint, Factory Lane is a much less user friendly place to
get to as a non driver and will take me much longer to collect mail.
I always used the SAddiscombe Road office. O am elderly and would never
dream of going anywhere so far away as Factory Lane - in fact I would sooner
lose the parcel!!! So far any missed delivery has always been re-delivered at
an arranged time.It ius ridiculous and unacceptable to move this office away
from Central Croydon to some Godforsaken spot such as Factory Lane. I
cannot condcemn this in strong enough terms.
absolute nightmare to get to and park, when I eventually parked went in to
find massive queue turned around and got it redelivered. Never going there
again!!!
Too far to travel
The delivery service is now the worst it has ever been.
It would appear that the change of location was made for the convenience
and cost benefit of the post office with no regard whatsoever for the public
(their customers). It hard to think of a more awkward or inconvenient place to
put a collection point.
The relocation from Addiscombe road to Factory lane as I see it is not
beneficial. The location of Addiscombe road was more convenient because I
could pick parcels on my way to and from the town centre and also when
coming to or from East Croydon train station. Factory Lane is very
inconvenient. I cannot get there by public transport easily so have to come by
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car and as I work full time is inconvenient especially if the parcel needs to be
collected promptly.
Why did they close East Croydon collection office? Factory Lane is so far
away from where I live and awkward to get to,why there? Collection points
need to be more local to where you live. People, like myself order a lot of
items from the internet and with the postage costs so high expect at least a
half decent delivery service.
East Croydon was central point with good transport links, current collection
area is very poor for transport facilities and access. Postmen and women do a
good job but the collection from post boxes is too often early in the day, and
should be later.
Has made life difficult.
Delivery drivers often used to knock a neighbour's house if no answer as used
to know who was in / out during the day - however now hardly ever knock next
door.
Should have asked customers before closing Addiscombe road. Office and
using factory road location
Not at all happy abt Factory Lane collection, hard to get to, poor parking,
hopeless for elderly who don't drive
I am not at all happy about having to travel so far to pick up post.
I think the new office location is too far and too difficult to access.
Very unreliable
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It is difficult to get there from Church Street tram stop as kept getting lost by
following google map and impossible to cross over the dual carriageway on
A236 Roman Way with the stairs a far distance from each other (not just
simply opposite direction over the road). Also did not feel safe walking in the
dark on Factory Lane after work. I am not a car user and rely heavily on public
transport.
Prefer the collection to be early evening as before NOT 9 a.m.
The locatin to the "new" sorting office has not been thought out well, most
inconvenient to many residents. Please change to a new address.
Post deliveries are erratic, sometimes we get letters before lunchtime,
sometimes it's later in the day. The postmen deliver junk mail with our post
even though we have signed up to mail preference service.
I realise this was a move needed by Royal mail but it is not a good place for
most of your staff to get to and also if letters or parcels are to be collected.
Our deliveries have not suffered but it would certainly help to have a collection
point nearer to home.
Collections need to be more local for people without transport
they could have opened a satellite collection office nearer or leave the parcels
at the post office
Significant opposition voiced prior to the move - Royal Mail just weren't
interested - they couldn't care less about their own customers.
Collection times shpild be more specific on postboxes.
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I drive so find the factory lane location easier for parking etc but it is a
distance from public transport. Also why do the parcels not get delivered to
the local post office if available?
Traffic and lack of public transport alternatives greatly extends pick up time.
The recent changes have been dreadful for me. I have had a family member
terminally ill so could not arrange for parcel to be delivered at set time/date as
may have been out. Factory lane is very isolated and I have found it very
intimidating when I called either earl/late in day if I tried to collect parcels midday the queues were dreadful. Parking has been dreadful too - I have noted
that requirements were vastly underestimated as Royal Mail are themselves
rending space under the Roman Way flyover. Please make different
arrangements for me thank you
As a resident in Addiscombe since 1985 they have made it such hard work to
pick up parcels or letters especially all the way to factory lane it's not just
down the riad
Definite deterioration of service
I had to pay to collect at the local post office I wouldn't have had to pay if the
office was still in croydon town centre
This has made collecting any missed items incredibly difficult for me as I do
not drive! I either have to re-arrange delivery on another day or ask someone
to go for me by car, so overall I am not very happy with the recent changes!
I noticed on one post box recently that the latest collection was 4.15, whereas
it used to be 5.45
More options to deliver missed parcels elsewhere please.
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So far I have no problem
Used to leave card and small parcels in recycle boxes. Since changes have
had to make trips on several consecutive days to collect parcels.
Awful parking at factory lane, no communication regarding lack of parking
before 10.30am despite complaints, poor response to complaints. Collection
service from local post office is poor- having to pay 75p for 2 trips to collect
parcel that not yet arrived unacceptable when you have already paid p & p on
an item. Shrugging of shoulders from post office staff aggravating. I have
made 2 complaints about deliveries in the last 2 weeks & I'm not someone
who typically bothers to complain. My experiences from rival delivery
companies have been excellent & really show how Royal Mail is not able to
provide an acceptable service for 2015
The collection point is too far away. There could be a ridiculous situation
where the sender is closer than collection point. Why use the Post Office?
To add insult to injury, there are very poor parking facilities at the Factory
Lane site. The old East Croydon site was brilliant as it was very good for
public transport links.
Inconsiderate to residents in the Addiscombe/Shirley area.
If a person is incapacitated or elderly it would be very difficult to get to Factory
Lane, and if the person took a cab they would need to pay the cab waiting
time if it takes a long time to be served.
After years of slow decline and just when you might think that Royal Mail just
can't get any worse, curiously enough it doesn't. It confounds all and starts to
improve. Recently, more often than not, the post arrives before midday, is
delivered by a recognisable Post-person and generally is delivered to the right
address. This is in stark contract to last year's situation when all my local
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residents would assemble in the street at about 18:30 to exchange moans
and post.
I have used Factory Lane once & would not do so again. Wrong side of
Croydon for me.
Whilst it is not far to walk to our next post box it does seem bizarre that the
one opposite us is emptied at 9 a,m.(who wants their post to go the next day!)
and a short way down the road at 4.15p.m.
While the East Croydon Office was handy for people who live locally it was
not much good if you live in the south, north or west of Croydon. The impact is
only for parcels and these can now be collected or redilvered without much
fuss.
So often we are at home and the postman/woman taps lightly or rings only
once/twice and we don't hear them. Please get them to be more assertive.
Bring the parcel collection point back to Addiscombe. I would suggest the post
office in the Coop but then that would have a negative effect on the service
you will receive at the 4 staff counter
It is far less convenient as I live in addiscombe to travel over to the other side
of Croydon.
Should be somewhere in the center of Croydon and near public transport to
assist the elderly and those who cannot drive
very inconvenient for older people with no transport, or parents with small
children and no transport
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The Factory Lane site is too far away, parking is appalling. Not only is there
not enough of it, but the Royal Mail staff put their vehicles, either private cars
or their RM vans in the visitor spaces. No provision on Factory Lane either too many cameras! I've also experienced having a delivery card put through
the letterbox, when I've been at home. They didn't knock or ring, just put the
card through. Very frustrating. Also, the postal delivery service is late in the
day, usually around or after 1.00 and sometimes erratic. Don't receive
anything for a day or two, then receive a handful of envelopes. Not sure why
this is.
Since loosing our regular postman we receive letters for Canning Rd on a
regular basis. We also get post for people either side of us.
Postman doesn't always try at neighbour when he doesn't get a response writes out 'card' immediately. Information from personal observation.
If not going by car, Factory Lane is a poor location if you are relying on public
transport
For 75p an item it is easier to have them delivered to the local post office
counter at the bottom of my road. A more central collection point would
help.Without knowing the size/weight of the item(s) it could prove to be a
problem once collected.
Just awful. And blatantly a money making exercise selling land right next to
the station to developers! The new location is highly impractical without a car,
and even then, a nightmare!
The collection depot in factorylane is a very ill thought out substitute to east
croydin. No public transport necessary to drive bad for environment. The
waiting area is too small, cramped and very slow service when I went to
collect on a Sunday.
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Not being able to collect goods easily stops me using companies that offer
royal mail delivery as the only option for large items.
The move to Factory Lane is probably the worst solution for the no car driver.
Parking is awful, the staff who man the gates wil not yet you park in the Royal
Mail car parking bays even if they are un occupied for H&S reasons. Instead
one has to park on the main road which is sometimes busy as people are
queuing up to drive into the Municipal dump. The collection place should be in
an easily accesible location like the main post office on High St, East Croydon
station and somewhere local within the Croydon town centre.
Waiting times of 30-40 minutes once you've got there are unacceptable
For Addiscombe having the nearest collection point at East Croydon was bad
enough but moving it to Factory Lane has meant that it's now really difficult to
collect parcels and it's become a very poor service from that point of view.
Huge inconvenience having to travel across Croydon to collect missed
deliveries Earlier collection times of mail from post boxes is also an
inconvenience
Factory Lane is a terrible choice for access for most people especially the
elderly.
Glad you are asking, It's an appalling change of location. I have been known
to chase the post van to avoid missing parcel deliveries which end up in
factory lane...
The new collection office is FAR less convenient
The changes are very inconvenient and leads to a worse service. The
collection point at Addiscombe Road was extremely convenient for the
elderly/people with disabilities; there is also very good public transport links
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for commuters and shoppers. Collecting parcels could always be easily
combined with other tasks. Staff were helpful and very efficient.
see comments on factory lane and the need for a car really
When I was out there seemed to be no attempy to leave my parcel with a
neighbour and the telephone system was very complicated and my parcel
was twice re delivered to my flat!
This was an appalling decision to relocate it in the back of beyond. I pity those
older and more incapacitated than myself who cannot get there as easily.
Redelivery does not permit me to select a timeframe just a day. It SUCKS.
Why is the last collection made so early in the day?
Deliveries have become inconsistent. Different postmen deliver post with
differing accuracy.
It has proven inconvenient with poor parking really only allowing for mail
collection early on a Saturday. As other local post offices eg Addiscombe
close at 5, there is no chance to pick up after work. It would be far preferable
to have a central Croydon office. [Feedback received via email]
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