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.
Sarah Connor
Royal Mail delivered only 85% of first-class mail on time in the first quarter.
Ofcom launched its investigation in June, scrutinizing Royal Mail's consistent underperformance.
This oversight follows Ofcom's July 2023 decision to approve postal reforms, which permit second-class letters to be delivered only on alternate weekdays, reflecting declining letter volumes.
On April 1, Ofcom had already lowered targets to 93% for first-class and 98.5% for second-class deliveries.
Daniel Kretinsky acquired International Distribution Services, Royal Mail's parent company, last year.
Royal Mail asserts it is advancing towards delivery goals as its turnaround plan continues, with a significant overhaul underway to eliminate second-class post on Saturdays.
Jamie Stephenson stated, "These results are encouraging and show that the work we are doing to improve the service is having an impact."
These results are encouraging and show that the work we are doing to improve the service is having an impact.
Stephenson further claimed, "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."
The company insists it has seen a marked improvement from a year earlier, when first-quarter figures showed just 76% of first-class and 89.3% of second-class post arrived on time.
Citizens Advice, however, claims Royal Mail has already indicated it needs until next Spring before it can actually meet the lowered delivery targets.
Postal workers from across the UK reportedly stated they were being asked to move or hide mail from senior bosses to create 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 reportedly complained of weeks-long delays for important post, with some missing hospital appointments.
Royal Mail has a £500m investment plan to improve the firm over the next five years, which reportedly includes a commitment to meet Ofcom's delivery targets by May 2027.
Stephenson acknowledged, "we know there is more to do," as the company implements a major restructuring.