Live Green and Clean in London’s East Village 2

4 April 2020 Sample hubspot Author Read time: 3 min
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We would like to share an update on the action we have taken to support our customers, riders and restaurant partners, and the contribution we have made to the wider community.

As a business we are relentlessly focused on doing everything we can to support the riders working with us, to bring customers safe deliveries from the best restaurants across the country, and to support the communities in which we operate. Further updates will be posted to this blog.

Improving customer safety

To support our customers, we have taken decisive action to ensure the highest hygiene standards and provide reassurance that we still provide the same incredible service that they know and love.

Deliveroo was the first UK delivery platform to introduce a new, contact-free delivery service so that customers and riders can request in the app that food is left safely on the doorstep.

Alongside this, we have made sure that customers can receive their vital household goods, which will be especially helpful for those that are isolated and vulnerable. We recently launched a partnership with M&S and BP service stations. A range of M&S Food will be available for the first time on the Deliveroo app, including items such as milk, bread and juices, and simple meal options including pizzas and ready-prepared meals. These will be available from 120 M&S franchise stores at relevant BP service stations and delivery will be completely free of charge.

We also launched a new range of 'Essentials by Deliveroo', including tinned goods, pasta and household items, to make sure the isolated have access to the key items they need during this period. This has been rolled-out across Cambridge, Reading, Brighton, Nottingham, Manchester, Leeds and London in the UK. This is a global programme and will be rolled-out in UAE, France, Spain and Australia.  

Finally, we want to reassure our customers that the European Food Safety Authority has said that "there is currently no evidence that food is a likely source or route of transmission of the virus".

Caring for our riders

Throughout this period the safety and well-being of our riders has been an overriding priority. They play a vital public service role and help people get the food they need and want at this challenging time, but we know they have to do so safely and securely.

Since the outbreak of COVID-19, our dedicated rider support team has provided constant advice to riders on how to stay safe, as well as hygiene guidance based on Government advice. Guidance and updates are available on the rider website.

We have made sure that our riders have access to hand sanitizer and masks and have asked all of our restaurant partners to provide riders with access to soap and water or hand sanitising gel.

For those riders that are diagnosed with COVID-19 or who are told to self isolate by a medical authority, support is available. We put in place a rider support fund to provide financial support for riders. We have also provided constant advice on government support that is available to self-employed people. This can be found here.

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Strengthening restaurant support

Deliveroo is here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time.

To amplify this message, we launched a new global campaign #HereToDeliver to help our customers know that their local restaurants are still open and ready to help.

We have seen thousands of new restaurants join Deliveroo who did not perform delivery services until now. Restaurants turning to delivery on Deliveroo include large chains, local family favourites, high-end Michelin starred-restaurants as well as smaller takeaways.

Deliveroo is using our expertise to help guide restaurants as they make the transition from dine-in to delivery-only outlets. Deliveroo is the only platform, for example, to publish detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice. Deliveroo has extensive expertise in this area which it will share with restaurants across the UK.

We have also:

  • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services
  • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food
  • Dropped onboarding fees for new restaurants
  • Introduced a new fast cash payment for restaurants within a day
  • Developed an app to introduce 'contact-free delivery' so that restaurants can give confidence to consumers that delivery is conducted safely
  • Shared expert advice and guidance on how to operate safely during the outbreak
  • Campaigned for more support for restaurants from government

Supporting the community

To support the wider community, we have recently launched a new initiative to deliver 500,000 free meals to NHS workers and the vulnerable across the UK.

Those in the NHS working night and day to save lives are the real heroes of this crisis, and we want to do our small part to support them and the vulnerable who aren't able to leave their homes. Thanks to our dedicated riders and the generosity of our restaurant partners and their teams who are keeping kitchens open to serve those most in need, we hope to be able to make a difference. Deliveroo is a British business and, nothing would make us more proud than to use the network we have built to support the NHS.

To date we have received pledges of 350,000 free meals. These donations have been led generously by Pizza Hut, who will include not just pizza but side salads, pasta and other options for NHS workers near their UK Huts. Pizza Hut and Deliveroo have already made deliveries to NHS Trusts in London and will be delivering thousands of meals next week to the NHS. Other meal donations include substantial offers from German Doner Kebab, Itsu, Lewis Hamilton's plant-based Neat Burger restaurant and others. We have also launched a new in-app function so customers can donate and help bring free meals to those who need it, including our incredible healthcare workers.

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