verylittlehelps

Very Little Helps => Dot Com => Topic started by: dfl on 21-05-20, 04:38PM

Title: Delivery into communal flats
Post by: dfl on 21-05-20, 04:38PM
I've recently had issue with customers near on demanding or wanting to argue about getting their shopping delivery into the communal area of flats (in other words to their door), surely during this pandemic is it not Tesco policy yet that we can refuse and leave it at flat entrance.

Comments !!
Title: Re: Delivery into communal flats
Post by: .....1 on 21-05-20, 05:43PM
What about the shielding group who might be unable to leave there home
Title: Re: Delivery into communal flats
Post by: choppers dad on 21-05-20, 06:39PM
I'm a driver for c fc enfield. We brought this up about march 8th and our manager told us we tell people to come down or we take it away. He also told us no going into people's houses and that he would back us. Just think, you ring e entrance at door go in and use banister or press lift buttons, opening doors and ringing door to flat. We have our own health to think about and our families.
Title: Re: Delivery into communal flats
Post by: Tegai on 21-05-20, 06:44PM
At my Mum and Dads flat, a TESCO delivery driver left some bags outside their front door, some bags inside the communal area Next to the lift and 3 bags outside the doors of the block of flats....... a neighbour told them about the bags outside. My parents are shielding and shouldn’t go outside their flat, but they are outside now once a week hunting shopping bags just in case. They don’t mind where the bags are left as long as their told
Title: Re: Delivery into communal flats
Post by: choppers dad on 21-05-20, 07:20PM
Quote from: Tegai on 21-05-20, 06:44PM
At my Mum and Dads flat, a TESCO delivery driver left some bags outside their front door, some bags inside the communal area Next to the lift and 3 bags outside the doors of the block of flats....... a neighbour told them about the bags outside. My parents are shielding and shouldn’t go outside their flat, but they are outside now once a week hunting shopping bags just in case. They don’t mind where the bags are left as long as their told
We ring intercom or phone the customer, I myself are on furlough and due back early June, I have been in touch with a few drivers and they including me will not be going into blocks.
Title: Re: Delivery into communal flats
Post by: dfl on 21-05-20, 08:44PM
Biggest issue I see is there still seems to be some customers(not many) I've had want to start a confrontation about why you won't bring it up, citing "some of the other drivers do", "why not" amongst other confrontational comments. Could only mean to me Tesco are not making it clear enough to customers that this is our right if we wish to exercise it. Whilst I feel truly sorry for people who are shielding I have older relatives and myself to think about and that comes before ANYONE else's shopping
Title: Re: Delivery into communal flats
Post by: uklions on 22-05-20, 01:11AM
Absolutely agree my elderly parents both in 80s more important then someones shopping! main entrance only and sorry but you have to come down and collect it
 
Title: Re: Delivery into communal flats
Post by: dfl on 22-05-20, 05:17PM
Quote from: .....1 on 21-05-20, 05:43PM
What about the shielding group who might be unable to leave there home
Again, whilst I can feel sorry for those folks, my life or not risking it is more important than their shopping, I'll gladly deliver it to the outside of their building, I'm sure they would have a neighbour willing to collect it for them unless of course that neighbour recognises the same risks as I do
Title: Re: Delivery into communal flats
Post by: fatboy on 22-05-20, 10:20PM
New policy regarding this which came through this week on a dotcom update states that the driver should now enter communal buildings, apartment blocks etc but must not go in the individuals apartment.
Title: Re: Delivery into communal flats
Post by: blueberet on 22-05-20, 11:01PM
From the FAQ on the home shopping page where you book the slot time;

Q:Will the driver still bring the shopping into my home?
A:If you aren't vulnerable, disabled or elderly, our delivery drivers are now following social distancing guidelines, so they’ll deliver to your doorstep while keeping a 2-metre distance from you. If you live in a flat, your groceries will still be delivered to your front door.

I don't really see the issue though, we've all got or should have access to hand sanitiser and gloves. Sure there is a higher chance that there is traces of the virus on the intercom or lift buttons but there is still the possibility that it is on everything else that we touch on a regular delivery i.e. trays, doorbells, gates
Title: Re: Delivery into communal flats
Post by: gomezz on 23-05-20, 10:24AM
I am using the receipt to cover the bell / knocker when using it and avoiding touching handles / rails etc if possible.  If not possible then re-sanitize my hands.
Title: Re: Delivery into communal flats
Post by: helpme on 23-05-20, 12:48PM
The T&C's which the customer agrees to has always said that we deliver to the main entrance of flats. Beyond there is down to the discretion of the driver if they believe it is safe and practical to do so.
There is no way I will go into communal areas of flats which are never cleaned. They come and get their shopping or go without. Some residential homes have cleaners in every day and I have no issue with going inside those to the customers front door but otherwise no way.
Title: Re: Delivery into communal flats
Post by: dfl on 23-05-20, 02:35PM
Quote from: fatboy on 22-05-20, 10:20PM
New policy regarding this which came through this week on a dotcom update states that the driver should now enter communal buildings, apartment blocks etc but must not go in the individuals apartment.

are you able to cut and paste this policy? and in any case if social distancing is required to stop the drivers getting covid then creating exceptions if someone is vulnerable instantly exposes the drivers to higher risk, so irrespective of the customers condition if i look at ANY entrance to a communal area and see ANY increased risk i will NOT be doing it. Anyone else's condition even tho i sympathise is not a reason for me to take increased risks with my life or my families.
Title: Re: Delivery into communal flats
Post by: gomezz on 23-05-20, 04:21PM
I increasingly see that vulnerable customers *do* have someone else (family or neighbour) to help them take in a delivery if they have mobility issues.  Company and scientific advice also suggests the customers leaves all doors open and retreats to another room so the delivery can be placed in the kitchen with minimal risk to both parties if there is no-one else to help take it in.
Title: Re: Delivery into communal flats
Post by: dfl on 27-07-20, 06:38AM
Im increasingly getting verbal abuse from customers when i refuse, comments as per original post plus things like "thanks for nothing", "lazy b******d", i put all of these customers onto duty via the sds as soon as they get agressive, 1 threw sds device face down on concrete step after speaking to duty on it, another was kicking the boxes out their flat main entrance, im personally getting sick of some of their attitudes and getting stressed now every time i see a flat on my delivery list.
Title: Re: Delivery into communal flats
Post by: gaz123 on 27-07-20, 08:29AM
I'm relatively new to this game so I don't really know how it works - but surely if a customer was that aggressive to a driver there'd be a mechanism to prevent them booking any more deliveries to that address?
Title: Re: Delivery into communal flats
Post by: dfl on 27-07-20, 08:57AM
There doesnt seem to be any system for stopping the abuse reoccuring, my take is tesco is displaying a severe case of sloping shoulders by leaving the drivers to deal with stroppy customers at the door. whilst displaying publicly what they are doing to contain covid they arent doing enough to make clear to customers that entering buildings is a risk to the drivers, its unfair on drivers who have family at risk when the driver may visit many customers premises ever single day they work.

Indeed the last customer i had being abusive about my refusal to enter was in a communal flat which had an official notice not to enter unless absolutely essential (essential being the word in my honest opinion to get people like me to take risks with their own health for the sake of someones shopping). Also this person claiming they couldnt take them in themselves, then did so, hurled abuse and kicked the delivery trays out the door, hardly the actions of someone claiming to be disabled
Title: Re: Delivery into communal flats
Post by: gomezz on 27-07-20, 10:22AM
Just a thought.  While I still take shopping into the kitchen for frail and vulnerable customers (many thankfully have had the foresight to have a relative, friend or neighbour on hand to help take it from the door) that is when I wear a face covering but thinking that it we should be asking the customer to also cover the face if retreating to another room is not feasible (open plan sheltered flat for example)?
Title: Re: Delivery into communal flats
Post by: dfl on 29-07-20, 09:35AM
Does anyone have access to the actual tesco policy on whether we are to enter buildings for deliveries during this covid
Title: Re: Delivery into communal flats
Post by: lucgeo on 29-07-20, 01:54PM
Quote from: dfl on 27-07-20, 08:57AM
There doesnt seem to be any system for stopping the abuse reoccuring, my take is tesco is displaying a severe case of sloping shoulders by leaving the drivers to deal with stroppy customers at the door. whilst displaying publicly what they are doing to contain covid they arent doing enough to make clear to customers that entering buildings is a risk to the drivers, its unfair on drivers who have family at risk when the driver may visit many customers premises ever single day they work.

Indeed the last customer i had being abusive about my refusal to enter was in a communal flat which had an official notice not to enter unless absolutely essential (essential being the word in my honest opinion to get people like me to take risks with their own health for the sake of someones shopping). Also this person claiming they couldnt take them in themselves, then did so, hurled abuse and kicked the delivery trays out the door, hardly the actions of someone claiming to be disabled

If you report the abusive customer and the incident, in writing, to the manager, then that manager has a duty of care to protect you from any sort of future abuse. You are in their employ at the time of the delivery, so therefore they are not adhering to the required duty of care.
Also put in writing, that they have a set amount of time to respond to your written report, and until that time, you will not accept a delivery for that address.
Title: Re: Delivery into communal flats
Post by: dfl on 29-07-20, 02:46PM
Lucgeo, its happening frequently, in fact almost every day i work as i usually get a few flats every day, most customers fine but get at least on bad one every day on shift
Title: Re: Delivery into communal flats
Post by: lucgeo on 29-07-20, 03:55PM
Then you inform your manager that you intend to advise future abusive customers, that you will record their threatening behaviour on your 'phone.
He'll probably tell you this is not allowed, but you request a written reply from him stating that fact. Then it is in writing that he has been made aware of your concerns regarding the continual threatening behaviour of stated customers, but failed to follow through on his duty of care.
Title: Re: Delivery into communal flats
Post by: baldy69 on 10-08-20, 10:14PM
If I had a phobia of enclosed lifts do I have grounds to refuse to deliver to a high-rised flat?
Title: Re: Delivery into communal flats
Post by: gomezz on 10-08-20, 10:48PM
We had one driver who used to send the sack barrow with the trays up in the lift while he took the stairs.
Title: Re: Delivery into communal flats
Post by: uklions on 11-08-20, 12:38AM
Quote from: dfl on 27-07-20, 06:38AM
Im increasingly getting verbal abuse from customers when i refuse, comments as per original post plus things like "thanks for nothing", "lazy b******d", i put all of these customers onto duty via the sds as soon as they get agressive, 1 threw sds device face down on concrete step after speaking to duty on it, another was kicking the boxes out their flat main entrance, im personally getting sick of some of their attitudes and getting stressed now every time i see a flat on my delivery list.
Bud no point in getting  stressed  over it! been doing the job for 16 years if a customer gets funny its like water of a  🦆 back......just do what you feel ok with
Title: Re: Delivery into communal flats
Post by: B.O.B on 14-08-20, 12:42PM
Not a flat with a communal entrance, but I had a similar one the other day - the delivery was to a business, and there was no external doorbell - just one at the opposite end of a room to the (open) entrance door.  With Covid in mind and coupled to the current procedures around delivering to businesses, I deduced the safest thing all round was to leave the tray liners at the point of entry to the building and give them a call to say it was there - a procedure I’ve used at multiple addresses and which multiple customers have been extremely grateful for. 

Unfortunately, the receptionist at this particular business has always had her own way of wanting to do things... in the past she’s wanted us to take the trays down some corridors and into one of the other rooms, and stand there while she unpacks everything one tray at at time and ticks everything off on her list as she goes.  We’ve frequently been there in excess of 10 minutes whilst she does this - on multiple occasions a driver has offered to help unpack, but she’s insisted that she has to unpack herself as she needs to tick everything off.  She’s also been told about the timescales we have to work to, but is still insistent that she has to do it her way.

On this occasion, I called and explained that due to the current situation regarding Covid, I was unable to enter the building, but the shopping was at the entrance for them.  Her response was a curt “Oh.  Well the last driver brought it in.”  I politely explained that he really shouldn’t have due to the situation, and her next response was a very sharp and rude “Well you’ll have to come back for your trays then.”  I replied that it was in bags, not trays - and she hung up.  I of course reported this back to store immediately.

Aren’t some people charming?!
Title: Re: Delivery into communal flats
Post by: helpme on 14-08-20, 06:50PM
Thats the standard response by awkward customers, 'the last driver did it'.
Title: Re: Delivery into communal flats
Post by: gomezz on 14-08-20, 10:58PM
How about replying to that with "The last driver didn't last!"   :D
Title: Re: Delivery into communal flats
Post by: ikilleduku64 on 01-12-20, 12:46PM
I'm being forced to go up stairs by a manager who is upset after getting too many complaints, and decided to go to an investigation.

He said he wants to transfer me out on a flexibility clause, but wouldn't this be abusing the clause as it has to be for a sound business reason to make a change.  Along with having dyslexia and maths dyslexia and anxiety.

? who knows what I can do? help  :(
Title: Re: Delivery into communal flats
Post by: Katarn2000 on 01-12-20, 02:20PM
You need a good Union rep.
Title: Re: Delivery into communal flats
Post by: ikilleduku64 on 01-12-20, 05:23PM
If it's optional depending on health and safety and you occasionally bring some.back to the store as customer refuse to take it upstairs can you get fired for it
Title: Re: Delivery into communal flats
Post by: gomezz on 01-12-20, 06:56PM
If your dynamic risk assessment says not safe then you are covered.
Title: Re: Delivery into communal flats
Post by: Grommit on 28-12-20, 01:38PM
Quote from: Katarn2000 on 01-12-20, 02:20PM
You need a good Union rep.

Hahaha. We need a good union first.
Title: Re: Delivery into communal flats
Post by: helpme on 28-12-20, 06:20PM
Firstly, it's in the T&C which all customers agree to that drivers only have to go to the front door or main entrance of flats and no further. Past that is down to the discretion of the driver. Secondly, with nearly everywhere in tier four there is basic H&S to be considered and no driver should be going any further. You have to protect yourself and your own family and that should come first.
Title: Re: Delivery into communal flats
Post by: gomezz on 29-12-20, 12:10AM
Thankfully only had one flat this evening and that was a ground floor through the french windows so no hard decision to make.
Title: Re: Delivery into communal flats
Post by: Commonsense on 01-01-21, 02:57PM
Well, just remember there are runs that are nothing but flats, and usually 5 or so ambient full - and in some deliveries, 50 bottles of cola or more or water... perhaps the cat lady too.  Come freezer, oh... full.  Yes, this is usually every bloody shift.  Edit:  You can have between 11 to 16 drops, all flats, rarely just one trip up and lucky if you can get parked outside.
Title: Re: Delivery into communal flats
Post by: gomezz on 01-01-21, 04:20PM
I accept I am lucky to work a semi-rural area with few flats.  But then again I would not want to do the job in a big city and a time of life when I can afford not to have to.
Title: Re: Delivery into communal flats
Post by: BMW-E90 on 14-01-21, 01:19PM
Since before I started way back in 2015, The management have as always left the flats/apartments blocks issue deliberately vague! H&S waffle which means nothing and hangs the driver out to dry! Reality is they don't care as long as you knock out your deliveries.

Terms like "at drivers discretion" should not even be in the terms and conditions. It's either we do deliver to 2nd, 3rd flat, enter the town house and deliver to flat C, D which is effectively a 4th floor delivery or we do not. And they make it specifically clear to the customers.

We should not be having verbal's with the customer. They have been relying on the good grace of the drivers for far too long. Throw in the pandemic and some customers are still expecting you to come into their town house entrance and getting the hump when you say you cant!

Thank god I'm not a full timer now!
Title: Re: Delivery into communal flats
Post by: Customer x on 18-01-21, 01:07AM
Quote from: dfl on 21-05-20, 08:44PM
Biggest issue I see is there still seems to be some customers(not many) I've had want to start a confrontation about why you won't bring it up, citing "some of the other drivers do", "why not" amongst other confrontational comments. Could only mean to me Tesco are not making it clear enough to customers that this is our right if we wish to exercise it. Whilst I feel truly sorry for people who are shielding I have older relatives and myself to think about and that comes before ANYONE else's shopping
what if the customer has covid. Would you rather they come into the communal area?
Title: Re: Delivery into communal flats
Post by: Customer x on 18-01-21, 01:11AM
Quote from: uklions on 22-05-20, 01:11AM
Absolutely agree my elderly parents both in 80s more important then someones shopping! main entrance only and sorry but you have to come down and collect it

would you rather the customer with covid come into the communal are
Title: Re: Delivery into communal flats
Post by: heavychox on 24-01-21, 08:57AM
If the customer has covid, why have they not put measures in place to accept their shopping ( neighbours/relatives picking up etc )ensuring the safety of everyone? Why is it assumed the driver is immune from any disease and no customer forethought regarding this?
We are on the frontline and at risk too, but this part seems not to be taken into any consideration, sadly.
Title: Re: Delivery into communal flats
Post by: BMW-E90 on 27-01-21, 11:32AM
I still don't understand why we are bringing shopping into townhouses. Flat 1,2,3 or A, B, C, etc. These are not communal apartment blocks where it's a long walk from the entrance to the flat. Where there's appropriate room to maintain social distances. Customers in townhouses should be told they have to come to the front door with bags and collect their shopping!
Title: Re: Delivery into communal flats
Post by: ikilleduku64 on 08-03-21, 11:35PM
So is it the drivers job to go upstairs in a block of flats or not? Managers are forcing staff upstairs
Title: Re: Delivery into communal flats
Post by: MrAmbient on 09-03-21, 10:02PM
Quote from: ikilleduku64 on 08-03-21, 11:35PM
So is it the drivers job to go upstairs in a block of flats or not? Managers are forcing staff upstairs

From the Week 50 (week beginning 08/02/21) Dotcom weekly newsletter:
QuoteDelivering to flats
Customers and colleagues have told us that there is some confusion concerning information on delivering to residential flats and business addresses. The procedure that colleagues should follow didn't quite match the information on the website.
We have reworded the FAQ to avoid any further confusion. The following is now live on the website.
Please continue to follow all current social distancing guidelines to keep yourself and your customers safe.

From the website FAQ:
Quote​How Do You Deliver?
To help keep you and our delivery drivers safe, they are following social distancing guidelines. This means they will keep a 2-metre distance from you and won't come into the property, unless it is one of the exceptions below.

If you are a vulnerable, disabled or elderly customer, you can ask our delivery drivers to take your shopping inside your home. They will do so, providing they believe it is safe and practical. Unfortunately, they won't be able to enter your home if you are self-isolating.​

For deliveries to a residential apartment block, we will generally deliver to the front door of your apartment. However, we reserve the right to deliver only to the main entrance of the property if the driver believes it is unsafe or not practical to deliver to your apartment front door.

For deliveries to a business address, delivery will only be made to the ground floor communal area/entrance.

I left a few weeks ago, but my general view was that I didn't mind doing proper blocks of flats (i.e. with lift/communal area that was -you would hope- cleaned by staff/contractors), but I wouldn't do the townhouse style flats, unless the manifest had the 'vulnerable' note on it for that customer, or they opened the door and would obviously have difficulty. I generally found that most of the townhouse style would open the main door armed with bags anyway. For the proper blocks of flats, I generally phoned the customer from outside to go through subs and stuff to limit face-to-face conversation in an enclosed area, and if they had tray liners, I asked them to leave their own door closed until I gave them a knock (by which point I'd set the tray liners down by the door and was able to be a sensible distance down the corridor by the time they opened it.
Title: Re: Delivery into communal flats
Post by: helpme on 10-03-21, 05:03PM
The T&C's which customers agree to say only to the main entrance of flats, past that is down to the discretion of the driver.
Title: Re: Delivery into communal flats
Post by: breadbaconandbeans on 03-02-22, 09:38PM
What do you do as a driver when delivering to flats and van is way out of sight? Do you take you personal phone and wallet and bag with you in your pocket or leave in van.
I delivered the other night and only place to park was next to a gang of teenagers so took my phone and wallet with me. Has anyone ever had anything stolen from the van with a window being smashed?
Title: Re: Delivery into communal flats
Post by: gomezz on 03-02-22, 10:07PM
Why would you leave your phone and wallet (and house / car keys) in the van at any time?  What is in the bag while annoying to lose would not be so much of a inconvenience.  Once had to lock the bag in the chiller when the cab locks were not working.
Title: Re: Delivery into communal flats
Post by: breadbaconandbeans on 04-02-22, 02:47PM
Lack of space in the summer of pockets to carry everything in when no fleece as too hot
Title: Re: Delivery into communal flats
Post by: gomezz on 04-02-22, 05:48PM
Ah!  I have wallet in one trouser pocket, keys in the other trouser pocket and my phone in a belt holster to one side well away from being bashed by trays as I carry them.
Title: Re: Delivery into communal flats
Post by: horatiocain on 04-02-22, 08:07PM
I've never left anything valuable in the van, as they're easy to break into, you should keep everything you don't want to risk in your pockets.

Always remember your saftey is critical and if it's not safe to deliver don't.
Title: Re: Delivery into communal flats
Post by: breadbaconandbeans on 04-02-22, 09:17PM
Quote from: gomezz on 04-02-22, 05:48PM
Ah!  I have wallet in one trouser pocket, keys in the other trouser pocket and my phone in a belt holster to one side well away from being bashed by trays as I carry them.

thanks i will do that. I am worried about any falling out of my pocket. I think your bag and valubles it actually probably safer in the ambient section behind than keeping it on you in case anything slips out as the ambient locks when the van locks
Title: Re: Delivery into communal flats
Post by: gomezz on 04-02-22, 09:34PM
If you are lucky enough to have a more modern van where the automatic shutter locking actually work.  In the real world you may sometimes be dealt a crappy old spare van were the only way to lock the shutters is to lock the CH/FZ with the key and the main AM shutter doesn't lock at all.
Title: Re: Delivery into communal flats
Post by: breadbaconandbeans on 03-03-22, 02:38PM
Yes I had a spare last night which didn't lock.  I had flats and just had to go quick and hope no one opened it.  Not a proper way to work is it.  It has been defected now but no other driver bothered to do it. Does my head in.