Royal Mail Faces Scrutiny Amidst Delivery Target Failures
Ofcom investigation launched as first-class deliveries fall short for second consecutive year despite company's claims of improvement and investment.
Image: Eddie Pollard / AI
Sarah Connor
Royal Mail delivered only 85% of first-class mail on time in the first quarter.
International Distribution Services, Royal Mail's owner following Daniel Kretinsky's acquisition last year, asserts progress toward delivery goals as its turnaround plan advances.
The company reports a significant improvement from a year earlier; first-quarter figures then showed only 76% of first-class and 89.3% of second-class post arrived on time.
Jamie Stephenson, a key company figure, stated, "These results are encouraging and show that the work we are doing to improve the service is having an impact."
First-class performance is well ahead of where we expected to be at this stage of our improvement plan, while second-class is tracking in line with the plan.
Stephenson further asserted, "First-class performance is well ahead of where we expected to be at this stage of our improvement plan, while second-class is tracking in line with the plan."
Citizens Advice, however, states Royal Mail has already indicated it requires until next Spring to meet the lowered delivery targets.
Postal workers across the UK have reportedly been asked to move or hide mail from senior bosses, creating the appearance that delivery targets were being met.
Royal Mail admitted its service in Gloucester was 'totally unacceptable,' with post sometimes delayed for months.
Residents in Worcestershire have also reportedly complained of weeks-long delays for important post, with some missing hospital appointments.
Ofcom had reduced targets on April 1 to 93% for first-class and 98.5% for second-class deliveries.
Royal Mail has a £500m investment plan aimed at improving the firm over the next five years, which includes a commitment to meet Ofcom's delivery targets by May 2027.
we know there is more to do
Stephenson acknowledged, "we know there is more to do," as the company implements a major restructuring, including a plan to scrap second-class post on Saturdays.