Accessibility
Our mission to become the most accessible parcel delivery company
Evri for everyone
We’re here for anyone who wants to send, receive or return a parcel. It’s our mission: every parcel, every person, every place. Our aim is to become the most accessible delivery provider in the UK.
We estimate 1 in 4 home deliveries go to consumers with a disability - that’s more than 16 million. Online ordering can be crucial for people who find it hard to get to shops and home delivery can often help maintain independence.
To support us on our journey we’ve partnered with Scope, the disability equality charity. Scope has a mission to create an equal future for disabled people. It supports over 4 million disabled people a year by providing information and advice via its helpline and online community, creating employment opportunities and campaigns relentlessly to create an equal future with disabled people.
Evri for everyone
We can – and will – do better, and that’s why we’re working closely with Scope’s experts to help us gain unique insights and understanding of our business accessibility. Whether it’s using ParcelShops; app and website functionality; how we communicate to customers and the language we use; courier service at point of delivery; or building confidence and challenging misconceptions about disability – together we’ll get it right.
Delivering to disabled consumers: doorstep instructions
We’re already making it easier for people to use our services. Customers can select a number of doorstep delivery options, including:
- Choosing a specific safe place
- Delivering to a neighbour, ParcelShop or Locker
- Asking the courier to give you more time to get to the door
- Ringing your doorbell instead of knocking
- Making sure a parcel isn’t placed blocking a doorway or a trip hazard
Follow the steps below for instructions on how to set your accessibility preferences.
Our customer service team is here to support you
Our couriers understand that some customers might need additional support or more time to get to the door. If you set your delivery preferences, then your courier will be made aware of your delivery needs and will do their best to meet them. Our couriers mostly cover the same routes daily, and often get to know people well.
In addition, our customer services colleagues are trained to understand the additional needs some of our customers have and will be on hand to help you navigate any difficulties you may face.
Our contact us page enables you to get help by chat or phone, whether you have problems sending or receiving parcels, or for any other issues you may be facing with your parcel delivery. You can also choose a preference of a call or email back, for queries we can’t easily resolve online.
Our accessibility journey has already begun
We have been working with the Research Institute for Disabled Consumers (RIDC) for a few years now, and with their help we have already conducted some research which helped us shape our journey so far, but we know the more people we speak to, the more developed our plans will be.
For our colleagues we launched our first workplace adjustments policy this year, as well as our inclusive language guide and are in process of setting up a number of employee networks.
Of course, there is more to be done – and there’s more to come, including a comprehensive website accessibility audit, app improvements and enhancements to our ParcelShop services.
For our colleagues and couriers, we will focus on creating a more accessible and inclusive workplace for disabled people, by fostering greater understanding of challenges and creating meaningful work opportunities.
More will be revealed in the coming months as our exciting partnership with Scope develops, and we can’t wait to share more soon.
Our partnership with Scope
Scope’s vision is to help create a society where all disabled people enjoy equality and fairness.
Our vision is to become the UK’s most accessible parcel delivery company.
This genuinely two-way partnership, which will last at least three years, will help us achieve that. We will support Scope through our extensive reach as the UK’s biggest dedicated parcel delivery company. Here are some of our commitments:
- 2024 is our 50th year of making courier deliveries and Scope will be our charity partner at a special gala dinner
- We’ve committed £125,000 to Scope in year one
- We’ll run joint campaigns to increase awareness
- Roll out colleague and courier training.
- Create our ‘Evri Body Collective’ to bring together expert insight from Scope’s 3,100 disabled panellists alongside our colleagues, couriers and some ambassadors this will help to build understanding of our overall business accessibility
- A dedicated work experience programme
- Reviews of our policies and procedures
- A colleague survey to assess impact year on year
- Create ‘Evri Charity Champions’, and offer support for colleague volunteering days and other initiatives
Delivery policy for disabled consumers
At Evri we believe that parcel delivery should be accessible for all, regardless of disability. We know some people may need extra support to ensure their parcel journey is as smooth as possible and their needs are met.
Following Ofcom’s recent review of the postal sector, as part of the regulatory requirements, we have created a specific policy which outlines the support we offer to our disabled consumers when using our services.
How to spot and report fraud
We're committed to protecting the privacy and security of our customers and website visitors. Staying safe online can be tricky, which is why we've created this handy guide to help you.
We will never ask you to pay for delivery changes or to arrange re-delivery.
You can learn more about staying safe online and how to report cybercrime to us here.