Only three-quarters of first class mail delivered on time

Royal Mail’s latest quality-of-service report reveals that only 75.7% of first class letters were delivered on time, significantly below its target of 93%. The performance under the new private ownership of Daniel Kretinsky’s EP Group has raised serious concerns, with the communications regulator Ofcom expected to launch a formal investigation into the postal firm’s delivery standards. Second class mail also fell short, with 90.2% delivered within three working days against a target of 98.5%. This marks a decline from the previous year’s figures, when 76.9% of first class and 92.2% of second class letters met their respective targets. The decline in service quality continues a trend of missed delivery targets that has persisted for years. Royal Mail last met its second class delivery goals six years ago and its first class targets a decade ago. The Covid-19 pandemic exacerbated these issues, and performance has yet to fully recover. In response to ongoing delays, Ofcom imposed a £21 million fine on Royal Mail in October, one of the largest penalties ever levied on the company, following earlier fines in 2023 and 2024. Postal workers have reported that letters have sometimes remained undelivered for weeks, with internal directives allegedly prioritizing parcel deliveries due to their higher profitability—a claim denied by Kretinsky during a parliamentary hearing. Royal Mail has pledged to improve its service, aiming for new, reduced targets of 90% for first class and 95% for second class deliveries. The company plans to invest £500 million over the next five years to enhance reliability and infrastructure. Chief Operating Officer Jamie Stephenson acknowledged the scale of the challenge, emphasizing that lasting improvements will take time. However, consumer advocates remain skeptical, with Citizens Advice describing the situation as “business as usual” and criticizing the firm’s expectation that it will take another year to meet even the lowered targets. The ongoing issues at Royal Mail highlight broader challenges facing the UK’s postal service amid changing market dynamics and operational pressures. The forthcoming Ofcom probe will be closely watched as stakeholders seek accountability and solutions to restore timely mail delivery.