Royal Mail: Universal Service Obligation

Debate between Apsana Begum and Ashley Fox

Tuesday 4th November 2025 Westminster Hall

[Sir Ashley Fox]

Yes, I agree. We can all agree that Royal Mail faces real challenges. Many people now communicate primarily online and fewer letters are sent, which impacts revenue.

[Apsana Begum (Poplar and Limehouse) (Lab)]

I refer to my entry in the Register of Members’ Financial Interests. The hon. Gentleman mentioned the unions earlier. We could perhaps acknowledge that the Communication Workers Union has called out the clear mismanagement of the senior leadership and the need for Royal Mail to fix its recruitment retention crisis.

Does the hon. Gentleman not agree with me that the issue is much wider across the sector in that it is vastly unregulated, creating an advantageous environment for parcel couriers such as Amazon? That has an impact on Royal Mail’s ability to deliver its services when it is being fined by Ofcom. Some see that as a very punitive measure, given that Amazon and other parcel couriers carry on unregulated and make no contribution to the universal network itself. They hive off profits and pay workers a pittance.

[Sir Ashley Fox]

I am grateful to the hon. Lady for reading out the Communication Workers Union press release. I did refer earlier to bad management and occasionally militant unions. I think good management will overcome the problems, but I do not think the solution lies in more regulation of other private operators. I want to make a little progress now.

The national figures that we see represent a consistent decline in performance over several years, despite the clear legal and moral obligations that come with being the nation’s postal service. Ofcom has noticed. In 2022-23, Royal Mail was fined £5.6 million for failing to meet its delivery targets. The following year, 2023-24, the fine almost doubled to £10.5 million. In 2024-25, it more than doubled again—a staggering £21 million penalty for failing to deliver the service that the public expects and deserves.

In the face of mounting pressures, changes to the USO have been adopted. I must admit that I am sympathetic to some of the arguments that have been made. If I asked many of my constituents whether they would rather have post delivered consistently every other day, they would gladly accept, but I worry that that will not happen.

Under the changes being discussed, the number of delivery days would be reduced, meaning fewer days on which post must actually be delivered. But that is not all. The performance targets have been watered down. On first-class mail, the target is set to drop from 93% to 90%. For second-class post, the target drops from 98.5% to 95%. The post will now come less frequently and Royal Mail expects to deliver even less of it on time.

In my local survey, residents scored reliability at an average of only five out of 10—some, of course, scored as much as 10, and others, zero. They already experience an unreliable service. These changes will not improve either the perception or the reality.

Let us be clear about what the situation means. This is not just a few percentage points on a chart; it is millions of people waiting longer for vital letters—legal documents, hospital appointments, prescriptions and personal correspondence. It is small businesses waiting an extra day or two to deliver goods. It is rural communities, already struggling with connectivity and transport, being pushed further to the margins. It also sets a dangerous precedent: instead of holding Royal Mail to the standards it has committed to, we simply move the goalposts to make failure acceptable.

A constituent in Bridgwater complained that his letters were being delivered in bundles of 16, 18 and, once, 23 at a time, and up to four weeks late. Does the Minister think these changes will reassure that constituent?

The Government and Ofcom need to remember that the universal service obligation is not just a technical regulation; it is a public promise. It is what makes Royal Mail more than just another delivery company and gives it a unique place in British life. Reducing delivery days, reducing targets and accepting lower standards risks eroding that promise. Once lost, it will be incredibly difficult to restore.

It is important to ask ourselves what message is sent when a national institution misses its targets so widely, is repeatedly fined, and instead of being required to improve, is allowed to relax the very standards it is meant to meet. If the argument is that letter volumes are falling, which they are, let us have an honest conversation about how that service can adapt. Right now, targets are being missed and the answer should not be, “Water down the targets until they are met.”

Royal Mail’s decline in performance is not inevitable. It is the result of choices about investment, priorities and accountability. The choice before us now is whether we accept decline or demand better. I urge Ofcom, the Government and Royal Mail to consider whether the changes, in the long term, will really improve services. Or do they, in fact, represent another step backwards?

The last time this matter was debated in Westminster Hall, in 2023, the hon. Member for Feltham and Heston (Seema Malhotra), who was then the shadow Minister for business and consumers and is now a Minister in the Foreign Office, said that

“Labour is committed to the universal service obligation as the company’s central mission. The next Labour Government will want to ensure that the USO is secure for the future and continues to be provided by Royal Mail in a way that is affordable and accessible to all users…We will also strongly oppose any attempts, whether by the Conservatives in the future or by the leadership of Royal Mail Group, to weaken or abandon the USO.”—[Official Report, 12 January 2023; Vol. 725, c. 324WH.]

Does the Minister agree with his hon. Friend? What do the Government think of these changes? Has Labour forgotten the promises it made only two short years ago?

I conclude by referring once more to my local survey. Of those who did not use the postal service regularly, over a third said that was because it was too slow or too unreliable. My residents already consider the cost of posting a letter to be too expensive. The new system risks being slower, more expensive and less reliable. That is not a way to attract new custom. In April 2025, Royal Mail was acquired by the EP group, a Czech-based company owned by Daniel Křetínský. I wish the new owners well, and hope that the acquisition leads to improved levels of service and efficiency so that we have a postal service that serves everybody, everywhere. Mr Křetínský can be assured that we will watch him very carefully.