5 years ago, we sounded the alarm about the issues disabled consumers faced when sending and receiving parcels. Our research in 2019 highlighted the fact that disabled consumers are both more reliant on online shopping, yet face more parcel problems, such as items left in inaccessible locations or not having enough time to get to the door.

Last November, Ofcom finally responded to our calls, adding a new accessibility condition to their Postal Regulation Statement. This is a big win for Citizens Advice, and for the consumers with accessibility needs who have been experiencing major delivery issues for years.

Now, 6 months on from these additional requirements, we’re taking a look at what’s changed.

Disabled consumers have long faced additional challenges in the parcels market

Ofcom’s own research in 2021 found that disabled consumers experienced issues with 70% of deliveries. We know that many of these problems stem from consumers not being able to share their accessibility needs with the parcel company and — even if they are able to share their needs — those instructions not always being followed. As a result, we see disabled consumers struggling with parcels going missing or being unable to access their items.

Our latest Parcels League Table research, that took place just weeks before new accessibility conditions came into force, showed that half of consumers who wanted to report an accessibility need to their parcel carrier could not do so. We also saw companies scoring low across the board on accessibility issues, with all companies receiving fewer than 3 out of 5 points on this criterion. In previous years, none of the companies scored higher than 2.5 stars, making it one of the lowest scoring criteria.

Ofcom has now finally taken action to protect disabled consumers

We’ve been raising this problem with Ofcom for years, so last November’s introduction of a new condition requiring parcel companies to introduce accessibility policies is welcome. Ofcom has not prescribed any particular practice, but we’ve seen most companies introduce options for special delivery instructions including louder knocking, more time to get to the door, and requests for parcels to be left in accessible locations.

The new conditions have had an impact… but we’re concerned outcomes aren’t yet improving

So how has the new guidance worked in practice? Our evidence suggests progress in some areas, but gaps still remain.

Our latest consumer survey, taking place in early 2024 after the new condition came into force, saw some significant improvements. From half of consumers struggling to share an accessibility need in late 2023, this figure had fallen to just 12%. This is hugely positive and highlights the rapid impact changes in guidance can have.

Yet, we remain concerned that these measures actually translate into the desired impact of reducing the rate of delivery problems disabled customers face. For example, we found the percentage of people whose instructions weren’t followed at the door remained unchanged, showing that just being able to request changes isn’t necessarily enough. We also saw no improvement in the number of problems disabled consumers faced. For example, over 40% of disabled customers were still not given enough time to get to the door, versus only 1 in 3 of those without a disability.

The graph below shows the rate of issues experienced by consumers with longstanding health conditions compared to consumers without. This was based on research taking place 6 months after the new accessibility condition was added.

On all delivery issues we asked about, disabled customers were more likely to have experienced a problem. This most recent research gives an indication that the condition is having some effect — in that fewer consumers report being unable to specify accessibility requirements — but could go much further.

Parcel companies should now focus on translating accessibility information given by consumers into meaningful action on the ground

Allowing consumers to share their accessibility needs is a step in the right direction, but we think there’s more parcel companies could do to make sure that any improvements being made lead to positive outcomes. There’s a risk that changes such as these become a tick-box exercise if parcel companies aren’t then ensuring that the information they receive shapes their processes and day to day practice.

To ensure new conditions lead to concrete improvements for disabled consumers, parcel companies should:

1. Collect and analyse the additional accessibility information they’re now receiving from consumers. This should be shaping processes and best practice. Training for delivery drivers should cover the types of accessibility needs customers are raising and how these translate to improving their experience on the doorstep.

2. Ensure delivery instructions are actually followed at the door. Processes may need to adapt to allow and encourage drivers to follow special instructions wherever provided. They should also receive feedback when complaints are raised.

3. Focus on outcomes. Companies should monitor the experience of disabled consumers and the impact of their policies and changes. This includes monitoring complaints and the experiences of disabled customers, and reviewing processes when things are not improving.

… And should be focused on the wider problems in the parcels market, beyond accessibility

Though we’re now seeing some progress for consumers with accessibility needs, wider problems in the parcels market remain an issue. Whilst the new accessibility condition showed improvement in disabled consumers’ ability to report their needs, it has not yet had an impact on the amount of problems they face during the delivery. Our latest data found that 67% of disabled consumers experienced a problem with their last delivery, compared to 59% of consumers without a disability. It’s therefore not clear that the changes currently in place will automatically translate into meaningful improvements for disabled consumers.

Part of the solution will be down to companies using this new accessibility information to monitor the experiences of consumers, and adapt their delivery models to accommodate the types of concerns raised in special delivery requests.

However, as high rates of problems across the board make clear, there is also work to be done in tackling some of the wider issues causing delivery problems across the market. Ofcom needs to look at these developments and consider next steps. The rapid progress in accessibility monitoring shows the potential of new guidance in creating change in parcel company practice. But — with problems overall remaining high — Ofcom should now be looking to develop and extend this guidance.

Without this, there’s a risk that couriers lack clear incentives to ensure improved information gathering actually translates to meaningful change for disabled consumers.