Royal Mail delivery delays grow ahead of controversial changes

Royal Mail has revealed that less than three-quarters of first-class letters have been delivered on time in recent months as it prepares to overhaul its delivery services.

Between June 20 and September 28, only 73.4 percent of first-class mail reached its intended recipient by the next business day.

Second-class mail performed slightly better, with 90.4 percent delivered within three business days.

This latest report highlights the downward trend since regulator Ofcom’s annual results, following a £21 million fine for missing 2024-25 targets.

That year, 77 percent of first-class mail and 92.5 percent of second-class mail were delivered on time; This fell short of the 93 percent and 98.5 percent targets.

Royal Mail said it was taking action to improve the reliability of its services, including hiring more staff and supporting delivery offices.

It is also preparing to implement changes that will eliminate second-class deliveries on Saturdays and shift the service to two weekdays.

It is running pilots for the new delivery model and aims to continue rolling it out from early next year.

Jamie Stephenson, chief operating officer of Royal Mail, said: “Reliable deliveries are really important to our customers and important to us too.

“We are taking targeted actions to improve performance; we are hiring more frontline staff, simplifying operations and investing in a new delivery model; initial pilots are already showing measurable results.”

He added that his team “works hard to make sure every product arrives on time and with care.”

Royal Mail is hiring around 20,000 extra workers to help handle, sort and deliver mail over the busy festive season.