Shops running a pick-up or delivery service

You should ensure that no orders are taken in person on the premises. You should only take orders online or by telephone and communicate this to customers by clear signage in store and online.

The advice on social distancing measures applies to everyone and you should take steps to avoid crowding and minimise opportunities for the virus to spread by maintaining a distance of 2 metres between individuals, wherever possible.

Collections

Where customers are collecting items, they should have staggered collection times. When customers whose orders are ready enter, they should enter one at a time to collect orders and make payments, maintaining a safe distance.

Where queuing is taking place, you should use queue management systems to maintain a safe distance.

Deliveries

For retailers or restaurants running a delivery service, you should advise all delivery drivers that no goods or food should be physically handed over to the customer. There should instead be a set drop-off point agreed in advance.

After ringing the doorbell, the driver should maintain a safe distance from the door and oversee the delivery of the goods. The goods should not be left unattended.

You should introduce a way for customers to be able to notify your business that they are in self-isolation or are unwell in advance of the delivery, in which case these guidelines should be very strictly followed. The driver should not enter the customer’s property.

To minimise the risk that a customer does not answer the door, sensible steps such as setting an approximate delivery time and gaining a contact number should be taken.

You should advise drivers to wash their hands using soap and water for 20 seconds as regularly as possible, and drivers should be given hand-sanitiser to be carried at all times and used after each delivery.

To protect your staff, you should remind colleagues and drivers daily to only come into work if they are well and no one in their household is self-isolating.