Royal Mail Misses 93% First Class Delivery Target for Sixth Consecutive Year
Royal Mail's quality-of-service report reveals that just over three-quarters of first class letters, specifically 75.7%, were delivered on time in the year ending March. This figure stands in stark contrast to its mandated target of 93%.
Similarly, only 90.2% of second class letters reached their destinations within three working days, falling short of the 98.5% target. This persistent underperformance comes as Daniel Kretinsky's EP Group completed its takeover of the postal firm in April of last year.
Despite these figures, Royal Mail's chief operating officer, Jamie Stephenson, stated the service is improving and anticipates meeting new, reduced targets – 90% for first class and 95% for second class – by March next year. Stephenson acknowledged that "delivering lasting change across a network of this scale takes time."
The postal service has faced consistent scrutiny from both politicians and the public over letter delivery delays. Regulator Ofcom issued a £21 million fine to Royal Mail in October last year for missing its targets. In February, postal workers claimed that letters were being held for weeks, with instructions to prioritise more profitable parcel deliveries.
During a parliamentary select committee hearing in March, Mr Kretinsky expressed his regret for delayed letters, whilst denying any instruction to prioritise parcels over letters. Citizens Advice policy director Tom MacInnes characterised Royal Mail's performance as "business as usual," further criticising the projected year-long wait for the company to meet its new, lower delivery targets.
As part of its strategy to improve, Royal Mail has offered part-time workers the option for longer hours and has agreed with Ofcom to cease second class delivery on Saturdays.
