Guide to University Mail Services

This document provides an overview of the Mail Services available at the University of Bath, covering opening hours, contact details and information on the advice and services available. A Frequently Asked Questions section is included in Section 10.

Any suggestions for improvements or additional information to be included would be welcomed - please contact the Mail Services Manager.

CONTENTS Pages

  1. Contact Details/Opening Hours/Site Locations 4
  2. Locations
  3. Opening Hours
  4. Contact Details
  1. Deliveries & Collections5-6
  2. Staff at the Main Claverton Campus

2.1.2 Other University Sites

2.2University of Bath Student Information

2.3Vague mail or mail received in error

  1. Internal Mail 6
  2. Internal Mail (definition)
  3. How to address internal mail
  1. External Mail7-8
  2. External Mail (definition)
  3. Collecting & internal charging
  4. Mailmark & saving money on your postage
  5. Postage dimensions & a tip to save money
  6. Airmail
  1. Tracked & Confirmed Delivery Products (UK)8-10
  2. What to consider
  3. Special Delivery (Guaranteed by 09:00)
  4. Special Delivery (Guaranteed by 13:00)
  5. Royal Mail Signed For
  6. Tracking your items
  1. Tracked & Confirmed Delivery Products

(International) 10-12

6.1International signed

6.2International tracked

6.3International tracked & signed

6.4Key points about tracking and signature services

  1. Customs 12
  2. Customs Forms (CN22 & CN23)
  3. Customs Declaration
  1. Courier Services 13
  2. DHL

8.2 Information required for a DHL Shipment

  1. Business Replies & Freepost Services 13– 14

9.1Setting up a Business Reply (Royal Mail URL)

9.2 Information required by Mail Room to set up

Business Reply or Freepost Services

10. Dangerous Goods 14 - 15

11.Frequently Asked Questions 15-16

11.1What size & weight can my Special Delivery Guaranteed item be?

11.2Can I send a Special Delivery item overseas?

11.3Can I get a refund if my Special Delivery item is not delivered on time?

11.4If I want to send anything via DHL do I have to book it online myself?

11.5I will be sending large mail out to a lot of people – do I need to let you know?

11.6Do I require Airmail Stickers for Ireland?

1. MAIL SERVICES: LOCATIONS, CONTACT DETAILS AND OPENING HOURS

1.1Locations

The University of Bath Mail Services team operate from two locations on the main campus:

In Wessex House Room 2.33there is a Mail Room which receives & processes all Royal Mail productsfor staffand students. Courier deliveries for staff are also accepted here.Student items that are too large for student mail boxes or require a signature are transferred to the Student Parcel Office for processing & collection.

  • In Eastwood Lodge (opposite the Bale Haus) there is a purpose built Student Parcel Room providing a service for students living on the Claverton Down Campus. Student parcels and items requiring a signature are received and processed here and made available for students to collect.

1.2Opening Hours

Mail Room (WH2.33) / 08:00 - 17:00 Monday to Friday, all year
The hours vary depending on whether it is term time
or vacation time
TERM TIME / VACATION TIME
Student Parcel
Room
(Eastwood Lodge) / 09:00 – 18:30 Monday to Friday
10:00 – 12:15 Saturdays / 09:00 – 17:00 Monday to Friday

1.3Contact Details

There is a Supervisor in each location:

Mail Room Supervisor David Spanswick x5748

Student Parcel Room SupervisorSteve Varley - x4626

Mail Services staff work across both locations and are managed by the

Mail Services ManagerJason Carpenter – x4971

Mobile 07975554188 .

If you need guidance on any mail matters the team would be happy to help - in the first instance, please contact Jason with any queries, or with any comments on the University’s Mail Services.

2. DELIVERIES & COLLECTIONS

2.1STAFF

2.1.1MAIN CLAVERTON CAMPUS

Mail is delivered to academic and professional services’ departments twice daily (AM & PM). This is generally between the hours of 09:45 & 11:00 in the morning, and between 14:45 & 16:00 in the afternoon.

Mail is left in an agreed location in each department/Faculty/School/section. A list of current Delivery locations is shown in Appendix 1(at the end of this document). Mail is normally collected from the same location.

Mail Services’ team membersgenerally rotate across different areas to ensure the whole team are familiar with each round and able to cover all departments.

2.1.2OTHER UNIVERSITY SITES

Off campus collections and deliveries are made Monday-Friday, as follows:

  • The Virgil Building 11:00 AM (approximate time) & 14:45
  • Quarry House Medical Centre & Dentist AM & PM
  • Holburne Museum – AM only

2.2UNIVERSITY OF BATH STUDENT ACCOMMODATION

Main Campus:

Each accommodation kitchen group has a dedicated secure coded mail box. Student mail is delivered to mail boxes once a day Monday to Friday - generally between the hours of 11:00 & 12:30.

Any items that are too large for the mailbox or require a signature will be processed in the Student Parcel Office and made available for the student to collect (following notification by e-mail).Students must bring the email reference number and their Library card to the Parcel Room when they collect their item.

If a Mailbox has a fault please report it as soon as possible to the Mailroom (). We have a process in place to have the box repaired while notifying all affected students that mail will be made available for collection until the fault is rectified.

Further information regarding the location of student mailboxes can be found here:

Other sites:

Students living in University Accommodation in the City,receive theirmail via a secure designated mailbox,with parcels & letters requiring a signature made available for collection at the Virgil Building in Manvers Street.

If a Mailbox has a fault please report this to the appropriate housekeeper or log a maintenance request electronically on the RT Tracker system.

If you have a query regarding postal services for the University Accommodation in the City, please speak to the appropriate housekeeper.

2.3MISDIRECTED POST

Every effort will be made to deliver items of post received with a vague name or address. However, should this prove unsuccessful, items will either be returned to sender, or disposed of locally - whichever is mostappropriate. Parcels with a vague address are held for a minimum period of 28 days, letters with a vague address are generally returned without delay.

If you/your department receives post in error, please clearly mark it ‘not X [your] Department’ and either hand it to the Mail Services Assistant, or put it in your internal post tray.
3. INTERNAL POST

3.1Internal post is mail that is delivered from one University of Bath Department/ building to another University of Bath Department/building and therefore does not require any postage.

3.2To ensure timely and accurate delivery of your internal mail, please ensure it is addressed in the following format:

Name of Recipient

Department

Building

Please note that mail is only delivered and collected from the locations listed in Appendix 1 (p16).

4. EXTERNAL POST

4.1External post is sent to a destination external to the University and will require postage.

4.2When your external mail is collected, the Mail Services Assistant notes a ‘speed dial’ number on the collected items. This short number is used to allocate postal charges to your department and links to the Agresso account code your department has nominated. [You can check that the correct Agresso code is being charged by contacting the Mail Services Manager on x4971.]

All external mail will be sent second class unless FIRST CLASS is clearly written in the top left hand corner of the envelope/package.

4.3At the end of July 2015, the Mail Room invested in new, ‘Mailmark franking’ technology which is more efficient because a machine readable 2D barcode has replaced the traditional “town & crown” die (see below). This has reduced postage rates - for example, we are now able to send a 2nd class letter (up to 100g) within the UK for 38p - saving 3p per letter against the franking rate of 41p (figures as at March 2017).

4.4Postage Dimensions

IMPORTANT:
Sending parcels is significantly more expensive, so if you can meet the large letter dimensions please do so. A4 documents are regularly posted in envelopes exceeding the large letter dimensions and charged as small parcels, incurring avoidable expenditure to departments/the University (e.g. where an A4 document is in an envelope that exceeds the Large Letter size, the price rises from 65p to £2.62(second class)).

4.5Airmail items should have a blue airmail sticker attached in the top left hand corner of the item.Airmail stickers can be obtained from theMail Room (WH2.33) or the Post Office.

International mail in general is sent via the Royal Mail. DHL offer an alternative service for larger items. There are different variables in terms of what is the best option (Royal Mail/DHL) and we are always happy to advise you.

5. TRACKED AND CONFIRMED DELIVERY PRODUCTS – UK ONLY

5.1There are a range of different options available to track a product and/or to have it signed for at its destination. As noted above, the Mail Services Team can advise you on the most appropriate product for your needs. Factors to consider include:

  • how soon it needs to reach the recipient
  • how precious/valuable the contents are
  • how accessible the destination is (e.g. if it’s a remote village with limited road links)

5.2Special Delivery Guaranteed by 9:00

If you need delivery guaranteed by 9am the next day then Special Delivery could be the answer (but also see Section 8 below for courier information).

Special Delivery includes:

  • End to end tracking (online or via your mobile)
  • Signature on delivery
  • Money back guarantee if your item doesn’t arrive on time
  • Guaranteed Saturday delivery for an additional fee
  • Compensation cover up to £50 for loss & damage
  • Additional compensation available up to £2,500
  • Send items up to 2kg(note: less weight than the 1pm delivery)
  • Consequential loss cover up to a maximum of £10,000 (available for an additional fee)

5.3Special Delivery Guaranteed by 13:00

If you need delivery guaranteedby 13:00 the next day then a less expensive Special Delivery could be a better option. It includes:

  • End to end tracking (online or via your mobile)
  • Signature on delivery
  • Money back guarantee if your item doesn’t arrive on time
  • Guaranteed Saturday delivery for an additional fee
  • Compensation cover up to £500 for loss and damage
  • Additional compensation available up to £2500
  • Ideal for sending valuable items
  • Send items up to 10kg(note: heavierweight than the 9am delivery)
  • Consequential loss cover up to a maximum of £10,000 (available for an additional fee).

5.4Royal Mail Signed For

Items sent via this service go through the normal Royal Mail delivery system but they are separated from the main mail so that they can be signed for at the destination. The speed of delivery depends on whether you choose to send the item by 1st or 2nd Class post. It is not a fully tracked service, so only confirmation of delivery can be provided.

1st Class

  • Proof of delivery including a signature from the receiver
  • Aim to deliver next working day, including Saturdays
  • Confirm online or via your mobile when your item has been delivered(see above paragraph)
  • Prices start at £1.65for letters up to 100g
  • Compensation cover up to £50. Excludes jewellery & money (coins, cash, postal orders, bonds & coupons or voucher exchanges for money, goods or services, which includes tickets).

2nd Class

  • Proof of delivery including a signature from the receiver
  • Delivery in two to three working days including Saturdays
  • Confirm online or your mobile when your item has been delivered
  • Prices start at £1.48for letters up to 100g
  • Compensation cover up to £50. Excludes jewellery & money (coins, cash, postal orders, bonds & coupons or voucher exchanges for money, goods or services, which includes tickets).

5.5Tracking Items

Tracking your Special Delivery/RM Signed Formail:

  • Via the onlineTrack & Trace tool. All you need to do is enter your 13 digit reference number on Track your item now.

Special Delivery Guaranteed provides a signature on delivery. Use the Track & Trace tool to view an image of the signature taken when your mail arrives. It’s simple to use and provides reassurance that it has reached the correct person.

More information on proof of delivery for all Royal Mail products can be found here:

6. TRACKED AND CONFIRMED DELIVERY PRODUCTS – INTERNATIONAL

If you are sending items outside the UK that need to be tracked and signed for, theRoyal Mail offer ‘International Tracked & Signed’ services (see below, Section8, for other courieroptions).

There are threeRoyal Mail options available:

6.1 International Signed(purple label – see above)

The item will be tracked until it leaves the UK. Asignature* is obtained when it reaches its final destination and confirmation of delivery is availableonline.

Track your item now.

The link below will allow you to see further tracking information from the country the item is being delivered in.

6.2International Tracked(orangelabel– see above)

The item is tracked at five points after despatch and is therefore suitable for sending important or valuable goods. Confirmation of delivery is available online. Track your item now. Please note that a signature is not obtained with this service.

The link below will allow you to see further tracking information from the destination country:

6.3 International Trackedand Signed (green label – see above)

Tracked & signed is a combination service offering full end to end tracking & signature* on delivery. Confirmation of delivery is available online.

Track your item now.

*Please note that although a signature is taken on delivery for items sent using International Signed, and International Tracked & Signed, Royal Mail do not provide a copy of the signature as part of the service.

6.4 Key points:

  • All tracking & signature services aim to deliver to Western Europe within 2-5 days, Eastern Europe within 3-5 days, & worldwide within 5-7 days
  • It’s more secure:Tracking & Signature items travel in a separate network while they are in the UK
  • All items are signed for and confirmation of delivery is available online
  • Proof of posting & compensation up to £50 are provided as standard
  • Optional compensation is available for loss or damage

(Further details of the compensation availableis availablehere:

  • In some countries there is insufficient infrastructure to be able to track the item through its entire journeyor Royal Mail do not have the tracking technology in place. The availability of tracking services in each country can be checked on this global map:
  • Sometimes it is cheaper and/or quicker to use another service so please contact the Mail Services Manager or Supervisor for guidance on the best option for you (see para 1.3, page 4, for contact details).

7. CUSTOMS REQUIREMENTS

Goods (Non Documents)sent outside the European Union (EU) must be accompanied by

thecorrectcustoms forms.

Under international postal agreements the sender must complete a customs declaration (form CN22 or CN23 – see pdf links below) which must be fixed to the package.

7.1 CN22 & CN23

CN22: All items with contents up to the value of £270 must have a signed and dated customs declaration formCN22attached to the front. The current CN22 forms are white (an older green version expired in 2003).

CN23: Any item sent with a value in excess of £270 must have a fully completedCN23customs declaration form. This should be attached using a plastic wallet.

7.2 Customs Declaration Labels can be obtained from the Mail Room.

The declaration includes a description of the goods, the value, and whether they are gifts or commercial items. Under customs law, the sender is legally responsible for the information on the declaration. Therefore, it is in your own interest to ensure that the declaration is completed accurately and in full. It also makes it easier for the destination country’s customs service to process and reduces the likelihood of the item being returned to you.

We recommend you add your name and address to the top left hand corner of your package. This will enable us to return your package to youin the event that an overseas customs authority refuses it entry to their country.

Dependent on the contents and value,goods may be subject to customs charges and

fees which the recipient will be required to pay prior to the parcel being released. The

customs authorities in the destination country determine whether charges are due on

imported goods and the charging thresholds vary in each country. Royal Mail cannot advise

on what these charges are, but the relevant foreign embassy or the customs administration

of the overseas country should be able to assist with any customs related queries.

8.COURIER SERVICES – UNIVERSITY DHL ACCOUNT

8.1The Mail Services Team has a University DHL account which can be used to send items on behalf ofdepartments/Faculties/the School.

When sending items overseasDHL offers a competitive price which isgenerally quickerthan Royal Mail and is sometimes used as an alternative. E.g. items sent overseas via Royal Mail can take between 3 to 5 days for European destinations and between five and seven days for destinations further afield.However, DHL provide a service to get your shipment to its destination by the end of the next possible working day. Itis recommended that you contact the Mail Room to discuss the options available to you.

It is also worth considering using DHL for medium parcels over 5kg as prices are generally cheaper

8.2If youwould like to sendan item via DHL the Mail Room staff can provide a quotation. They can send you a form to complete the following details:

Contact (Recipient) Name/Address/Phone Number & Email address

Number of items to be sent

Dimensions (length, width & height in cm)

Weight (kg)

Contents

Value (Insurance required yes/no)

Project/Agresso Code (for internal charging)

Department contact

Special Requirements (time specified deliveries)

The Mail Room can provide a DHL quote on request compare it to other providers to ensure you get the best price & most appropriate service.

The Mail Room do not book DHL shipments for students. However, students using their own DHL account for shipments can arrange for DHL to collect their items from the Mail Room.

A DHL request form is available on the Mail Services’ web pages

If you require your package to be collected by DHL on the same day, the item must be in the Mail Room by 14:00 to ensure it can be processed before the cut off time for collection.