When you accept an order you’re agreeing to deliver it directly to the customer, so you should always deliver to the customer’s door. For customers who live in a block of flats, or other shared accommodation, that means delivering to the front door of their flat, not just to the building. Of course if the customer has asked you to do something different through order notes in the app, like meet them outside the building or leave the order at a reception desk, you should follow those instructions.

Everyone should be able to use Deliveroo easily. Before you arrive, please check the customer’s delivery notes and follow any instructions they have shared. Some customers may need extra support and may not be able to come to the door, for example because they have a mobility need, hearing impairment or other accessibility requirement. Taking a moment to read and follow their notes can make a real difference.