Managing High-Rise Deliveries

Last updated: 3 November 2026.

Getting parcels into a tall building is harder than getting them to a house. Lifts queue, parking is tight, door-entry systems keep couriers out, and a missed knock means a long walk back to the van. This guide is for building managers, residents and drivers, and it covers what works in UK high-rise blocks: where parcels should end up, how to set up access, what fire safety rules mean for parcel storage, and what your rights are when something goes missing.

Why high-rise deliveries go wrong

Three problems repeat in almost every tower block. Drivers cannot always park near the entrance, so every stop starts with a search for somewhere legal to stop. Once they reach the door they meet a buzzer panel, a locked lobby or a fob reader, followed by a lift that may serve dozens of flats. If nobody answers, the parcel goes back on the van or gets left somewhere it should not be.

Data: In Ofcom’s 2025 research into parcel delivery, as reported in the press, the most common problems were delays (28%), parcels left in an inappropriate location (26%), drivers not knocking loudly enough (20%) and people not being given enough time to answer the door (19%). The Ofcom market performance pages list the full reports.

The last two figures matter more in a tall building, where the walk from the lift to the front door can take longer than a driver is willing to wait. The table below pairs each common problem with a fix that building managers, residents or carriers can put in place.

Our guide to how delivery drivers find flats explains how addressing and access notes help on the driver’s side.

Where should parcels go? Comparing the options

No single option suits every building. The right choice depends on staffing, space and budget.

If you are weighing in-building lockers, our piece on digital locker systems and QR-code access explains how access works in practice.

A simple delivery protocol for tall buildings

Writing the rules down once saves a lot of repeated explanation to couriers and residents. A workable protocol covers seven things.

1. Where couriers may stop and for how long, including any loading bay or permit arrangement.
2. How couriers get in, whether by concierge call, access code or fob, and who holds it.
3. Where parcels go: lockers, a parcel room or reception, with a fallback outside staffed hours.
4. Delivery windows. Many buildings find that mornings or fixed afternoon slots ease lift congestion, though the best pattern depends on residents’ habits and your own delivery data.
5. Resident notifications by app, text or email as soon as a parcel is logged.
6. Records of who accepted what and when, with a photo for large or high-value items.
7. A monthly look at delivery data so you can adjust slots and staffing.

Insight: Parcels stacked in lobbies, stairwells or corridors can block escape routes. In England, the Fire Safety (England) Regulations 2022 add duties for the person responsible for any residential building with two or more homes that is at least 18 metres tall or has seven or more storeys, so parcel storage belongs in your fire risk assessment alongside lifts and signage. The Regulations apply in England only, so buildings elsewhere in the UK should check the rules that apply to them.

If you live in a high-rise: how to get your parcel

A few small changes at checkout improve your chances of a first-time delivery.

• Add the block name, floor and flat number to the address, and include a mobile number the driver can call.
• Put door-entry instructions in the delivery notes, such as the buzzer number or the concierge desk.
• Track the parcel and be ready at the door when it is close, remembering that the lift adds time.
• Choose a pick-up point or locker when the building has no safe place.
• Save the carrier’s app or text alerts so you can redirect a parcel after a missed attempt.

Our guide to tracking your parcel online shows how to follow it to your door, and the article on drop-off locations explains how safe-place choices affect who is responsible if it disappears.

Where high-rise delivery is heading

Out-of-home delivery keeps growing. InPost reported that its UK out-of-home volumes rose 53% year on year in the third quarter of 2025, with a network of more than 17,000 out-of-home points including over 12,000 automated parcel machines, according to Better Retailing’s report on the results. For a high-rise building, that makes a nearby locker a realistic fallback even where there is no room for lockers inside.

Answers to common questions about high-rise deliveries

Who is responsible if a parcel is stolen from outside my flat door?

In most cases the retailer is responsible, not the courier or your landlord. Under the Consumer Rights Act 2015 the seller must make sure your order reaches you, so if a courier left it somewhere you did not agree to and it was stolen, you can ask the seller for a refund or replacement. Contact the seller first, and if you paid by credit card for an item costing between £100 and £30,000, your card provider shares liability under section 75 of the Consumer Credit Act, as ITV News explains. Be careful about authorising a “safe place” in the delivery notes, because that can make it easier for a seller to argue the delivery was completed. Our guide on claiming compensation for lost or damaged parcels goes through the steps.

Can couriers leave parcels in communal corridors or lobbies?

That depends on the building’s rules and the carrier’s instructions, but corridors and stairwells are poor places to leave anything. Shared escape routes should stay clear for fire safety, and parcels left in communal areas are easy to lose or collect by mistake. If your block has no parcel room or lockers, ask the managing agent to arrange one, or choose a pick-up point at checkout. Drivers normally follow the delivery notes, so clear instructions help.

What counts as a high-rise building in the UK?

For fire safety in England, a high-rise residential building is one containing two or more sets of homes that is at least 18 metres above ground level or has at least seven storeys. That definition comes from the Fire Safety (England) Regulations 2022, which came into force on 23 January 2023 and apply in England only. Other laws and local guidance can use different thresholds, so check which rules apply to your building. Buildings in Scotland follow Scottish rules.

What should I do if the courier cannot get into my building?

Update your delivery notes with the entry method, add a working mobile number, and tell your concierge or managing agent to expect the delivery. If the attempt has already failed, check the tracking page or app for rearrange and pick-up options, because what happens next depends on the carrier. Many carriers will try again or hold the parcel at a pick-up point, and some retailers will arrange redelivery themselves. If you keep missing deliveries, a nearby locker is usually the lower-stress choice.

What insurance do delivery drivers need for high-rise deliveries?

Drivers need motor insurance that covers the van for business use, and employers must carry employers’ liability insurance if they have staff. Public liability and goods-in-transit cover are not legal requirements in the same way, but clients and carriers often ask for them, particularly where drivers handle valuable items. Check the policy wording rather than assuming one product covers everything. Our guide to legal and commercial insurance requirements for UK couriers goes through each type.

What happens to parcels for a resident who has moved out?

Carriers normally return undeliverable parcels to the sender, and building staff should log the item rather than throw it away. Managers can use the label details to contact the sender or carrier and arrange a return or redirect. Residents who are moving should update their address with retailers before they leave so parcels follow them.

How do deliveries work when the lift is out of service?

Drivers decide case by case, based on parcel weight, floor height and their own safety. Light parcels may be carried up the stairs, while heavy or bulky items are often held back or rescheduled. Building managers can help by putting an outage notice at the entrance and telling carriers when the lifts are expected back. If a delivery is delayed, the carrier’s tracking will normally show the new attempt.