Royal Mail's first-class post performance has dropped to its lowest level, with only 76% of letters arriving within one working day in the three months to September, well below the 93% target. Second-class mail also missed its goal, with 93% delivered within three working days against a 98.5% target. The decline has led to fines of over £16m from Ofcom in the past 18 months.
Small business owners like Charlene Leworthy, who sells vintage film DVDs on eBay from Hampshire, report mounting losses. She said she has spent £600 on refunds for delayed or lost post since December, and has been forced to raise prices from £1.99 to £3.50 per DVD, with a further increase to £4 expected. 'Since it's gone private, it's just about profits,' she said. 'They've said, screw the service, we just want money.'
Colin Stone from Manchester described how postal delays have disrupted care for his daughter, who has a rare genetic disorder. 'Letters are regularly delivered late or lost,' he said. 'Two weeks ago, we got a whole week's post in one day. We have missed appointments because letters arrived on the day.' He also runs a charity relying on Royal Mail and frequently sees mail with four- or five-day-old postmarks.
Postal workers report internal pressures. John, a worker in Plymouth, said management has encouraged staff to cut overtime, leading to more delays. 'When I first joined 10 years ago, leaving one letter behind meant a conduct code. Now whole areas don't go out for days,' he said. Underinvestment is the major problem, he added.
Ofcom has proposed relaxing rules, allowing Royal Mail to deliver second-class letters on alternate weekdays and end Saturday deliveries, as a £3.6bn takeover by Czech billionaire Daniel Křetínský nears completion. Critics argue this will worsen service for those who depend on reliable post.
