/features-letters, /prices-letters, /delivery-times, landing page and style fixes

emmagifford · web-flow · commit f3271b723723 · 2025-07-22T09:27:46.000Z
diff --git a/docs/_data/home/pricing.yml b/docs/_data/home/pricing.yml
@@ -11,5 +11,5 @@
   pricing: 2.33p
 
 - heading: Letters
-  description: A4, 2 sides, sent 2nd class
-  pricing: 67p
+  description: standard postage
+  pricing: 70p
diff --git a/docs/pages/features/letters.md b/docs/pages/features/letters.md
@@ -53,6 +53,8 @@ NHS Notify uses C5 size envelopes with an address window. This means the A4 lett
 
 ### NHS barcode
 
-All letters sent with NHS Notify will automatically have Royal Mail's [NHS barcode (opens in a new tab)](https://www.royalmailwholesale.com/news/nhs-mail-new-barcode-solution){:target="\_blank"} on the envelope.
+Letters about test results, appointments and urgent messages can get [Royal Mail's NHS barcode (opens in a new tab)](https://www.royalmailwholesale.com/news/nhs-mail-new-barcode-solution){:target="\_blank"} on the envelope.
+
+You'll need to send by 1st or 2nd class to be able to get the NHS barcode. If you choose NHS Notify's standard postage, you will not get the barcode but your postage rate will be much cheaper. Find out more about [pricing]({% link pages/pricing/letters.md %}).
 
 The NHS barcode allows Royal Mail to identify NHS letters. During busy periods locally or nationally, Royal Mail will prioritise NHS letters using the NHS barcode.
diff --git a/docs/pages/get-started/onboard-with-notify.md b/docs/pages/get-started/onboard-with-notify.md
@@ -160,7 +160,7 @@ They'll contact you to either:
 
 ## 4. Build your integration
 
-Once you get access to our integration environment, you can start building your integration with NHS Notify API or NHS Notify MESH.
+Once you get access to our integration environment, you can start building your integration with [NHS Notify API](https://digital.nhs.uk/developer/api-catalogue/nhs-notify) or [NHS Notify MESH](https://digital.nhs.uk/developer/api-catalogue/nhs-notify-mesh).
 
 How you build your integration to meet your needs is your responsibility.
 
@@ -179,7 +179,7 @@ You'll be responsible for:
 
 Your onboarding manager will share advice on how to carry out testing when you reach this step.
 
-You can start testing earlier using our Sandbox environment or by using free-text inputs with NHS Notify API or NHS Notify MESH.
+You can start testing earlier using our [Sandbox environment](https://digital.nhs.uk/developer/api-catalogue/nhs-notify#overview--environments-and-testing) or by using [free-text inputs with NHS Notify API](https://digital.nhs.uk/developer/api-catalogue/nhs-notify#overview--enable-users-to-write-and-send-messages-from-your-software) or [NHS Notify MESH](https://digital.nhs.uk/developer/api-catalogue/nhs-notify-mesh/set-up-nhs-notify-mesh#write-your-messages).
 
 ## 6. Apply to go live
 
@@ -222,10 +222,10 @@ We will:
 
 ## 7. Go live
 
-On your go live date, you can start making requests via API or MESH to send messages with NHS Notify.
+On your go live date, you can start making requests via [NHS Notify API](https://digital.nhs.uk/developer/api-catalogue/nhs-notify) or [NHS Notify MESH](https://digital.nhs.uk/developer/api-catalogue/nhs-notify-mesh) to send messages with NHS Notify.
 
 ### After you go live
 
-NHS Notify will setup a series of early service support calls with you to check your integration is performing as expected.
+NHS Notify will set up a series of early service support calls with you to check your integration is performing as expected.
 
 If you need help after these calls, contact [support]({% link pages/support/support.md %}).
diff --git a/docs/pages/index.md b/docs/pages/index.md
@@ -48,7 +48,7 @@ permalink: /
 <div id="pricing" class="nhsnotify-banner--white">
   <div class="nhsuk-width-container nhsuk-main-wrapper">
     <h2>Pricing</h2>
-    <p>There's no monthly charge, no setup fee and no procurement process.</p>
+    <p>There's no monthly charge, no setup fee and no procurement process. Letters include a small additional charge.</p>
     <ul class="nhsuk-grid-row nhsuk-card-group">
       {% for item in site.data.home.pricing %}
       <li class="nhsuk-grid-column-one-quarter nhsuk-card-group__item">
diff --git a/docs/pages/pricing/letters.md b/docs/pages/pricing/letters.md
@@ -11,43 +11,32 @@ permalink: /pricing/letters
 
 The cost of sending a standard letter depends on the postage you choose and how many sheets of paper you need.
 
-Prices include:
+NHS Notify's standard postage rate is 70p + VAT for one double-sided sheet of paper.
+
+This price includes:
 
 - paper
 - postage
 - double-sided black and white printing
 - C5 size envelopes with an address window
+- returned letter costs
+- additional charge per letter to cover service costs
 
-| Paper    | 1st class            | 2nd class            |
-| -------- | -------------------- | -------------------- |
-| 1 sheet  | Up to £1.78 + VAT    | Up to 67 pence + VAT |
-| 2 sheets | Up to £1.82 + VAT    | Up to 71 pence + VAT |
-| 3 sheets | Up to £1.86 + VAT    | Up to 76 pence + VAT |
-| 4 sheets | Up to £1.92 + VAT    | Up to 81 pence + VAT |
-| 5 sheets | Up to £1.96 + VAT    | Up to 85 pence + VAT |
-
-## Letters in accessible formats
+This is our most cost-effective option. It's a blended rate that covers sending some letters as accessible formats.
 
-You can use a range of accessible formats to send letters to people with accessibility needs.
+Speak to your onboarding manager if you need:
 
-Learn more about NHS Notify’s [accessible letter formats]({% link pages/using-nhs-notify/accessible-formats.md %}).
+- to send letters with more than one double-sided sheet
+- a different postage rate, such as 1st or 2nd class
 
-| Accessible format           | Cost                      |
-| --------------------------- | ------------------------- |
-| Large print (16 point font) | Same as a standard letter |
-| Braille                     | £1.98 + VAT               |
-| Audio CD                    | £2.80 + VAT               |
+## Additional charge for letters
 
-## Letter inserts
+From 1 August 2025, you'll pay a small additional charge for each letter you send with NHS Notify. This is included in our standard postage rate. We'll automatically add this charge to your monthly bill, based on the number of letters you send.
 
-If you need to include inserts such as leaflets with your letters, contact us by sending an email to <england.nhsnotify@nhs.net>.
+This additional charge will enable us to make improvements to the service and develop new features for all users of NHS Notify.
 
-## Returned letter costs
+We'll support you to send more messages digitally to help reduce your costs.
 
-There is an 18 pence charge for each letter you send that is returned. Returned letters are then destroyed for data security, which costs £5.99 (plus VAT) for every 10,000 letters.
-
-Letters are sometimes returned because:
+## Letter inserts
 
-- the address is invalid or does not exist
-- it has been refused by the recipient
-- the address is vacant or the recipient is no longer there
+If you need to include inserts such as leaflets with your letters, contact us by sending an email to <england.nhsnotify@nhs.net>.
diff --git a/docs/pages/using-nhs-notify/delivery-times.md b/docs/pages/using-nhs-notify/delivery-times.md
@@ -35,6 +35,8 @@ Once an email has been sent, our email provider will try to deliver it to the re
 
 NHS Notify will only send emails from 8am to 6pm on weekdays.
 
+[Learn more about emails]({% link pages/features/emails.md %}).
+
 ### Open rates and click-throughs
 
 NHS Notify cannot tell you if your users open an email or click on the links in an email.
@@ -47,12 +49,24 @@ Once a text message has been sent, our text message provider will try to deliver
 
 NHS Notify will only send text messages from 8am to 6pm on weekdays.
 
+[Learn more about text messages]({% link pages/features/text-messages.md %}).
+
 ## Letters
 
 Once you've [provided us with recipients' NHS numbers]({% link pages/using-nhs-notify/tell-us-who-you-want-to-message.md %}), it can take up to 2 working days for our suppliers to dispatch your letter.
 
-First class letters are delivered 1 to 2 business days after they’re dispatched.
+We use NHS Notify's standard postage as our default for letters. Most letters get delivered 3 business days after they're dispatched.
+
+If you need different postage, such as 1st or 2nd class, speak to your onboarding manager.
+
+{% include components/inset-text.html
+  text='From 28 July, delivery times for all letters except 1st class are changing. This is due to Royal Mail’s service reforms.
+
+  For more information, visit [Royal Mail’s website](https://www.royalmail.com/receiving/the-future-of-letter-deliveries).'
+%}
+
+[Learn more about letters]({% link pages/features/letters.md %}).
 
-Second class letters are delivered 2 to 3 days after they’re dispatched.
+### NHS barcode
 
-Royal Mail delivers from Monday to Saturday, excluding bank holidays.
+If you want to send your letter with [Royal Mail's NHS barcode](https://notify.nhs.uk/features/letters#nhs-barcode), your message content needs to meet certain criteria and you need to use 1st or 2nd class postage. Speak to your onboarding manager to discuss your options.
