Mail handlingService levels
Mail handling and service levels
In short
Every letter sent to your landlord address is logged the day it arrives and scanned within one working day, and you get an email alert. Post from tenants, courts, councils, HMRC and deposit schemes is flagged and you are told the same working day. Scans stay in your online mailbox for 12 months and we post originals when you ask at the cost of postage. We handle letters and large letters but not parcels.
How quickly is my post handled?
These are the standards we work to for every customer. There is only one plan, so everyone gets the same service.
| Item | What we do | How fast |
|---|---|---|
| Every letter and large letter | Logged under your reference with the sender, the type of item and the date. | The day it arrives |
| Standard letters | Opened, scanned and added to your online mailbox, with an email alert. | Scanned within one working day |
| Legal and official post | Flagged as a priority and you are told by email. | You are told the same working day |
| Recorded and signed-for letters | Signed for by our staff and logged, and you are told it has arrived. | Logged the day it arrives |
| Scans | Kept in your online mailbox to read or download. | Kept for 12 months |
| Paper originals | Posted to you at the cost of postage with no handling fee. | When you ask |
| Legal and official originals | Held for you and never shredded without your instruction. | Until you tell us |
| Parcels | Not accepted. | Not applicable |
| Post after your plan ends | Still received and logged, and you are told. After that it is returned to the sender. | For 30 days |
What counts as legal or official post?
Some letters matter more than others because they can carry a deadline or start a process. We treat post from these senders as legal or official:
- your tenants, including any notices they send you
- courts
- your council
- HMRC
- tenancy deposit schemes
These items are flagged when they are logged and you are told the same working day. Your tenants and the courts rely on this address to reach you, so these letters are dealt with first. That is the reason the service exists: your home stays private and you stay reachable.
What happens to recorded and signed-for letters?
Our staff sign for recorded and signed-for letters addressed to your reference. We log each one like any other item, note that it was signed for and tell you it has arrived. The sender then has proof of delivery to your address, so it matters that you hear about it quickly.
How will I know when post arrives?
You get an email alert whenever post is logged under your reference. Alerts for legal or official post tell you it is a priority item so you can deal with it first.
Keep the email address on your account up to date. An alert that goes to an old inbox is as easy to miss as a letter left on a doormat.
How does the online mailbox work?
Log in to see every item logged under your reference with its sender, type and date, and open the scan. You can read your post from anywhere, which helps if you travel, live abroad or simply do not want landlord letters mixed in with family post.
Scans are kept for 12 months. Download anything you want to keep for longer, such as a notice from a tenant or a letter from a court, and store it with your tenancy records.
Can you forward the paper originals?
Yes. Ask for an original and we post it to you at the cost of postage. There is no handling fee on top, and postage is the only optional extra on your plan. Legal and official originals are never shredded without your instruction, so the paper is there if you need it later.
Do you accept parcels?
No. We handle letters and large letters only, including recorded and signed-for letters. Please do not use your landlord address for deliveries or online shopping. It is an address for landlord post.
What happens to my post if I do not renew?
We email you 30 days before your renewal date. If your plan ends, for 30 days we keep receiving your post, log it and tell you it has arrived so you can renew or ask for it to be sent on. After that new post is returned to the sender so they know to find another address for you. We never quietly bin your post. The full terms are in our terms of service.
How do you keep my post secure?
Your post is opened and scanned only by our trained staff, and the scans are shown only in your identity-checked account. How we store scans and identity documents, and who can see them, is set out on our security page.
Mail handling questions
Will my mail be opened?
Yes. Scanning means opening each letter, so every item addressed to your reference is opened and scanned by our trained staff. The scan goes only to your identity-checked account.
Can I stop you scanning personal letters?
No. Every item that arrives for your reference is handled the same way: logged, opened and scanned. So use your landlord address for landlord post only, and keep personal and banking post going to your home.
What if a court letter arrives while I am away?
It is flagged as legal post and you are told the same working day by email. You can read the scan in your online mailbox wherever you are.
How much does it cost to send me an original?
Only the cost of postage. There is no handling fee.
How long do you keep my scans?
For 12 months. Download anything you need to keep for longer.