What are the rules around supermarket delivery slots for vulnerable people?

Everything you need to know about online supermarket shopping during the pandemic

Online delivery is essential for vulnerable people (Getty Images/iStockphoto)

On Monday 4 January, Boris Johnson set out new emergency lockdown measures in England to control the spread of coronavirus amid concerns that the NHS risks being overwhelmed.

In a Downing Street briefing, the prime minister announced new rules for England that are expected to remain in place until March.

“You may only leave home for limited reasons permitted in law, such as to shop for essentials, to work if you absolutely cannot work from home, to exercise, to seek medical assistance such as getting a Covid test, or to escape domestic abuse," he said.

Lockdown restrictions are expected to continue until March, with the possibility of some restrictions being in place even longer.

Mr Johnson’s decision came after Nicola Sturgeon imposed a lockdown on Scotland for the rest of January, with Northern Ireland and Wales both already in lockdown.

During the first and second lockdowns, online shopping became for many – especially those classed as vulnerable – the safest way to buy food and other essential items. 

As a result, many supermarkets prioritised delivery slots for those people and placed rationing measures on food and household items.

But what’s the current situation for vulnerable people?

We’ve researched the current regulations for all the major supermarkets below.

Asda

Asda issued “clinically extremely vulnerable customers”, as identified by the government, with Priority Passes in 2020 for food deliveries. These have been extended until 31 March 2021.

Those who do not have a pass are assured that Asda is “currently working with the government to be able to offer as many Priority Passes as possible for those registered as clinically extremely vulnerable.”

Morrisons

As well as offering dedicated delivery spots to vulnerable customers, Morrisons also provide a dedicated telesales shopping service aimed specifically at helping vulnerable and elderly people get the groceries they need.

Known as Doorstep Delivery, the service enables the elderly, vulnerable and anyone self-isolating to call 0345 611 6111 and select option five between 8am and 5.30pm to place their food order.

Sainsbury’s

Sainsbury’s says it continues to offer priority access for home delivery slots to elderly and vulnerable customers.

The supermarket says that it has contacted over 600,000 customers using government information to offer priority access.  

It adds: “Customers in England who are at a higher risk of coronavirus or are vulnerable can refer themselves (or a family member) for help with food and essential items from the NHS Volunteer Responders programme by calling 0808 196 3646.”

Sainsbury’s says that vulnerable customers who have been invited to register for online deliveries are still required to enter their postcode and find an available slot.  

It adds: “If you are unable to find an available slot you will need to check back regularly as we continue to release new slots.”

A telephone ordering service is also available for vulnerable customers who have been offered a slot, but who are unable to place their order online.

What about Delivery Pass holders?

Delivery Pass holders pay an upfront fee and then pay no delivery charge for online grocery orders for the next three, six or 12 months.

Sainsbury’s is now accepting new Delivery Pass registrations. Find out more here.

Tesco

Tesco says that it has reserved hundreds of thousands of home delivery slots a week for its most vulnerable customers, who the government have identified as needing extra help.

It adds that it has started to contact these customers to let them know priority home delivery slots are available for them.

Tesco will continue to contact customers as the government passes on more information.

Customers who are unable to safely shop in-store are encouraged to call 0800 917 7359 for more information. Tesco says that it cannot guarantee a slot will be available, but will do its best to prioritise customers in need.

Waitrose & Partners

Waitrose says that it has prioritised “disabled, elderly and vulnerable customers wherever possible with online shopping slots throughout the pandemic.”