A BBC expert has explained the frustrating reason why people's post is not arriving on time. Speaking on BBC Morning Live, Colletta Smith revealed that Royal Mail is under scrutiny after failing to meet delivery targets.
Smith stated that postmen and women have been contacting the BBC, saying that letters are being deprioritised in favour of parcels. She explained: "We've had so many posties getting in touch with us at BBC, pleased that we're covering the issue and delighted to tell us what's happening behind the scenes in their offices because it's spread right across the UK."
According to Smith, posties have reported understaffing in their areas, with no replacements when someone is on holiday or sick. They have been told to prioritise parcels, leaving insufficient time to deliver mail. "They should be taking out a full round each day. Often, they can just take some of it or none of it, or they take it out with them in the full knowledge that they're not going to be able to deliver it and bring it back because what they have to do first is get all the parcels out," she said.
Smith added that many posties say rounds simply aren't being delivered, and even the new changes that Royal Mail claims to be introducing are not working at present. Ofcom has opened an investigation into Royal Mail's failure to meet its delivery targets for the last year. Under the watchdog's targets, 90% of first-class mail should be delivered the next day, and 95% of second-class mail within three days. However, Royal Mail announced last week that it missed targets again, achieving only 75.7% for first-class mail over the 12 months to March, slightly down from 76.3% the previous year. For second-class mail, 90.2% was delivered within three working days, down from 92.2%.
Smith advised that if you have posted something of value, you may be able to reclaim compensation. Royal Mail says for first and second class post, if the item hasn't been delivered by the due date plus an extra 10 working days, the sender can claim. The minimum needed for a claim includes full addresses, postage paid, posting location, item reference number, and a description of the content. If you posted a stamped letter in a box, you won't have proof of posting, but if you bought a stamp at a post office, you'll receive a receipt. "Hang on to those receipts if you're going to a post office," she said.
She also noted that 74 postcodes are listed on the Royal Mail website as most impacted by delays. "See if your postcode is one of the areas listed because that might help you understand perhaps why you're not getting post or it's not being delivered as regularly." Smith highlighted that people's lives are being disrupted, with house signing deals delayed when contracts don't arrive on time, and emotional impacts from missed birthday or bereavement communications.
Last July, Ofcom "modernised" obligations on Royal Mail to reflect declining letter volumes, allowing second-class letters to be delivered on alternate weekdays. Royal Mail expected to complete its new delivery model rollout by Christmas. Ofcom enforcement director Ian Strawhorne said: "A reliable postal service is vital to many people across the country. We share the deep frustrations of customers who have missed important letters because of Royal Mail's consistent failure to improve its service over the years."
A Royal Mail spokesman commented: "Improving quality of service is a top priority and we are delivering a major programme of change through the rollout of our new delivery model which underpins our Improvement Plan, backed by £500 million of investment over five years. These reforms are designed to deliver long-term quality improvements for customers as we modernise the postal service."
Affected postcodes include: Abertillery (NP13), Altens (AB10, AB11, AB12, AB35), Ashington (NE22, NE62-NE64), Banbury (OX15, OX16, OX17), Bedford (MK40-MK45), Belfast South and Central (BT1, BT2, BT3, BT7, BT8, BT9), Bicester (OX25, OX26, OX27), Bridge of Don (AB22, AB23), Brierley Hill (DY5), Deeside (CH5), Dudley (DY1, DY2, DY3), Eastwood (NG16), Hailsham (BN27), Ilfracombe (ME13), Johnstone (PA5, PA6, PA9, PA10, PA12), Kidsgrove (ST7), Kingswinford (DY6), Llangollen (LL20), North Tyneside (NE25-NE30), Northwich (CW8, CW9), Oxford East (OX3, OX4, OX33, OX44, OX49), Paisley (PA1-PA3), Pontyclun (CF72), Pontypridd (CF37, CF38, CF46), Ramsgate (CT11, CT12), Redfern Park (B11, B12, B25-B27), Sheffield North (S6, S35), Shepshed (LE12), Southam (CV47), Spalding (PE11, PE12), St Helens (WA9, WA10, WA11), Syston (LE7), Tipton (DY4), Tiverton (EX16, EX18), Tobermory (PA75), Tweedale (TF3, TF4, TF7, TF8, TF12), Wallingford (OX10, OX49), Whetstone (N20), Wolverhampton NE (WV11-WV12).
