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Royal Mail falls short of delivery targets under new ownership
Only 75.7% of first-class letters arrived on time in the year ending March, well below the 93% target, according to the latest quality-of-service report. The postal service, now under Czech billionaire Daniel Kretínský's EP Group, has faced persistent delays since its privatization.
Regulator voices concern, plans investigation
Ofcom expressed deep unease over the figures, signaling a formal probe into Royal Mail's performance could begin as early as next week. The regulator previously imposed a £21 million fine in October for repeated failures-the third-largest penalty in its history.
Royal Mail has been fined annually since 2023 for subpar service, with performance deteriorating further since the COVID-19 pandemic.
Leadership defends progress, outlines recovery plan
Chief Operating Officer Jamie Stephenson acknowledged the shortfall but insisted the company was making headway. "We're investing significantly to improve reliability and meet revised targets of 90% for first-class and 95% for second-class deliveries by next year," he said.
The firm has committed £500 million over five years to overhaul its network, including offering part-time workers extended hours. It has also agreed with Ofcom to eliminate Saturday second-class deliveries as part of its restructuring.
"We're deeply sorry for any late letters," Kretínský told MPs in March, denying allegations that parcels were prioritized over mail for profitability.
Daniel Kretínský, EP Group owner
Targets lowered amid criticism
Ofcom reduced Royal Mail's benchmarks in April, citing the original goals as "more demanding" than those in comparable European countries. The new targets require 90% of first-class letters to arrive by the next working day and 95% of second-class letters within three days.
Citizens Advice criticized the move, calling the persistent delays "business as usual." Policy Director Tom MacInnes added, "Royal Mail claims customers must wait another year for even these lowered standards."
Long-term decline in service
This year's figures show a decline from 2023, when 76.9% of first-class and 92.2% of second-class letters were delivered on time. Only 90.2% of second-class mail met the three-day target this year, against a 98.5% goal.
Royal Mail last met its second-class delivery targets six years ago and its first-class targets a decade ago. Workers reported undelivered mail piling up for weeks in February, with some alleging pressure to prioritize more lucrative parcels.
