Royal Mail: Service Adequacy
Thursday, 15 October 2026
Contributions
Paula Barker (Liverpool Wavertree) (Lab)Labour
11. What assessment his Department has made of the adequacy of levels of service by Royal Mail.
The Minister for the Future of Work (Kate Dearden)Labour (Co-op)
The Government are clear that Royal Mail’s quality of service has been unacceptable for too long. Royal Mail published a plan to improve reliability, and I have been frank in my conversations with the CEO that it now needs to increase the pace of improvement and deliver on that plan. I understand that there have been operational challenges in the Lark Lane and Liverpool North delivery offices, and I urge Royal Mail to improve its services for local people. It must do better.
Royal Mail has failed to meet Ofcom delivery targets for first-class mail since 2017, yet over that time, Ofcom has allowed the price of a first-class stamp to increase by 166% and has relaxed targets. Royal Mail’s continual failure affects the most vulnerable groups in our society—those who receive letters about hospital appointments, court dates or social security decisions. These are arriving late. Much of the bulk mail lies outside the universal service obligation. Will the Government review both that and Ofcom’s remit, to ensure that Royal Mail provides a timely, affordable service for all post—one that does not prioritise parcels—and that failure is not rewarded?
I thank my hon. Friend for raising this issue in the House on behalf of her constituents and constituents across the country. Royal Mail’s service must improve quickly. Customers, particularly the most vulnerable, are being let down, and delayed letters, such as legal correspondence and hospital appointment letters, can have serious consequences. When people are paying more for postal services, they rightly expect reliable and timely delivery. The Government have been clear that Ofcom should carefully consider the role of bulk mail and whether additional regulatory measures are needed to secure high standards of reliability for all postal customers. Much of the correspondence that people rely on falls outside the current quality-of-service targets. We will continue to press for a reliable postal service that meets the needs of all users.
Mike Martin (Tunbridge Wells) (LD)Liberal Democrat
My question relates to the Tonbridge and Cranbrook delivery offices, which I know also deliver to your constituency, Madam Deputy Speaker. I ran a survey recently: 85% of people have experienced delays, 25% have missed a deadline or an appointment and, extraordinarily, 20% have experienced a three-week gap between postal deliveries. That is obviously totally unacceptable. Have the Government had conversations with Royal Mail specifically about the TN postcodes?
I thank the hon. Member for raising this issue on behalf of his constituents, and I share his concerns; I know from my own inbox, as a constituency MP, the challenges that arise when people do not receive their post on time and there are significant delays. I have been frank in my conversations with the CEO of Royal Mail that its service has been unacceptable for too long and that the pace of improvement must improve. The public and his constituents deserve a reliable postal service, and they are right to expect better. If he wants to share those data with me and with Royal Mail, and add to that pressure, I would welcome that.
Source: UK Parliament Hansard API. Debate ID: 5417809.