Royal Mail: Universal Service Obligation

Blair McDougall Excerpts

Wednesday 11th March 2026 Commons Chamber

[Ian Lavery (Blyth and Ashington) (Lab)]

(Urgent Question): To ask what assessment the Minister has made of the impact of Royal Mail’s failure to meet its universal service obligation on service users’ wellbeing and on the company’s recent decision making, which has contributed to this situation.

[The Parliamentary Under-Secretary of State for Business and Trade (Blair McDougall)]

I thank my hon. Friend for raising a question that I know is on the minds of hon. Members across the House. The Government have been clear that Royal Mail’s service has not been good enough, and we recognise the terrible impact that delayed time-sensitive deliveries, particularly relating to medical and financial matters, can have on the users of postal services, especially vulnerable users.

Obviously, Royal Mail is a private company and Ofcom, as the independent regulator for postal services, secures the provision of the universal postal service and sets and monitors Royal Mail’s service standards. As part of that monitoring regime, Ofcom publishes annual post-monitoring reports that consider developments in the sector and users’ experience of postal services, as well as the complaints and compensation data that Royal Mail is required to publish.

I have regular discussions with senior officials from Ofcom as the regulator, and in fact I am meeting Ofcom later this afternoon to discuss these concerns. Ofcom fined Royal Mail £21 million in October for failure to meet standards for 2024-25. This was double the previous year’s fine and the third consecutive annual fine for poor performance. Ofcom continues to monitor Royal Mail’s performance carefully to ensure that it is providing the service that customers expect. It has told Royal Mail that it must publish and deliver a credible plan that delivers significant and continuous improvement.

Ofcom is the regulator, but in response to concerns raised by hon. Members across this House, I met Royal Mail’s chief executive officer, Alistair Cochrane recently to set out the volume of complaints reporting service delays that I had received from colleagues.

In addition to that meeting, the Secretary of State has met Daniel Křetínský, the CEO of Royal Mail’s parent company EP Group and chair of Royal Mail’s board, to raise concerns about Royal Mail’s performance. Senior officials from Ofcom met Mr Křetínský that same day. The chief executives of Royal Mail and its parent company agree that there is more to do to meet service delivery targets and improve stability and reliability for customers. I know that hon. Members will continue to raise their concerns about the service in their areas, and for my part, I will continue to raise this matter, because the current situation is simply not good enough.

[Ian Lavery]

I thank my hon. Friend for his answer, but this goes beyond the delay of a few inconsequential letters. It is not simply a case of receiving post; it is about that being timely and about sending post as well. In my constituency, these failures have led to people missing medical appointments and having financial issues, and to the hindering of democratic participation. One of my constituents missed urgent medical correspondence, turning a routine appointment into a potentially life-threatening emergency. It is not acceptable.

This is happening up and down the country in every single constituency. Allegations from within Royal Mail suggest that these failures may be intentional, designed to pressure the Government into weakening or removing the USO requirements. Royal Mail’s recent letter to the Business and Trade Committee denies operating a parcels-first policy, contradicting repeated internal testimony. It flies in the face of local evidence from the workforce. The letter also reiterates calls for USO reform, reflecting a long-running corporate direction. Over the past few years postal workers—key public servants, who were heroes during covid—have seen their terms and conditions eroded to the point that some can no longer buy additional holiday because doing so would take their pay below the minimum wage.

The Government need to take serious action against Royal Mail. Is it not an option to bring Royal Mail back under public control? This is approaching a situation where one of our constituents will lose their home, their health or their life through these persistent failures. The Government can and must take steps to maintain this critical national service.

[Blair McDougall]

I think my hon. Friend’s anger is shared by hon. Members around the Chamber when they hear the stories of people not just missing hospital appointments, but finding themselves with county court judgments and in other such situations that are entirely not their fault and due to failures of delivery. We have told Royal Mail it is not good enough, the Select Committee has told them it is not good enough, and Ofcom has told them it is not good enough. The seriousness with which we take this issue is exemplified by the fact that, as I said, the Secretary of State has convened that meeting. I have called in Royal Mail and, as I mentioned a moment ago, I am meeting Ofcom later today to raise exactly the issues that my hon. Friend raises.

[Dame Harriett Baldwin (West Worcestershire) (Con)]

Thank you, Mr Speaker, for granting this urgent question. I congratulate the hon. Member for Blyth and Ashington (Ian Lavery) on securing it. We can see from the number of Members who are interested in this topic just how serious it is across all our constituencies. I can testify to the fact that I have had an enormous amount of casework on this issue, which started just before Christmas, involving hospital appointments being missed, and children’s birthday cards, condolence cards for recently widowed individuals and postal voting forms not arriving. This is an absolutely critical issue.

I reiterate that the universal service obligation is an obligation. It is an obligation set out in statute, and it is an obligation to every household in this country. We can all testify to the fact that it has been systematically broken, and that the turning point was when the new owner bought Royal Mail, with this Government’s approval, in April 2025.

The letter from Royal Mail received by the Business and Trade Committee yesterday revealed that over 200 million letters have been delivered late this year. In addition to the meetings the Minister has listed with Ofcom, what assessments has he made of all the stress being caused to our constituents and the impact on people’s wellbeing? Has he had a critical discussion with Ofcom, because it appears that it is not really doing its job as a regulator? The public are paying more but getting less, and the fines he has listed do not reflect the deterioration we have seen recently. In my discussions with Royal Mail, it has said that parcels overwhelm the service at Christmas, but that situation is carrying on into March. Is it not the reality that parcels are much more—

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[Mr Speaker]

Order. We have had enough—I don’t need that backchat. I call the Minister.

[Blair McDougall]

I hope that the hon. Member can tell from my body language and tone that I share the anger and frustration of Members across the House. As I mentioned, I am meeting Ofcom later today to raise the very issues she mentions. I slightly take issue with the year zero approach she took. There are very long-standing issues with Royal Mail driven—in fairness—by the changes in consumer habits and the things we are sending and not sending any more. She mentions the new ownership. As part of that deed of undertaking, this Government got the assurance from the new owners that they could not take value out of the company until service improved. That shows that we take this matter seriously.

[Lee Barron (Corby and East Northamptonshire) (Lab)]

I refer Members to my entry in the Register of Members’ Financial Interests.

It is not just the customers who are rightly angry; it is postal workers as well, because they take pride in their job and the service they give. The last time I was in Corby delivery office, six deliveries never went out that day. The time before that, a postal worker volunteered to cover his own delivery on his day off. He was told that he could not, and when he went back in the day after, the work was still there; the delivery had not gone out. We now have a two-tier workforce, which is leading to a recruitment and retention crisis, and it is a standing joke in the job that the quickest way to get a letter delivered is to put it inside a parcel. Does the Minister agree that instead of Royal Mail imposing top-down changes by people who have never done the job before, it should listen to its workforce, sit down with the union and sort this mess out?

[Blair McDougall]

My hon. Friend gives me the opportunity to do what I have not done so far, which is to say that whatever criticisms hon. Members across the House have, they are in no way a critique of the work of our heroic posties up and down the country. I mentioned earlier that the Secretary of State brought together management and unions; Royal Mail is a private company, and we are not seeking to insert ourselves and become mediators, but that was a signal of how seriously we take this matter and how seriously we take the need for management and the unions to come together and address, through mutual understanding, exactly the issues he raises.

[Mr Speaker]

I call the Liberal Democrat spokesperson.

[Sarah Olney (Richmond Park) (LD)]

In each year since 2023, Royal Mail has been fined by Ofcom over delivery delays, amounting to nearly £40 million. Following recent announcements, it would not surprise me if it were fined again in 2026. When Royal Mail was reprimanded in 2023 and 2024, its leadership promised that reforms would be made to improve its services, but following the £21 million fine in October 2025, the company said it could not publish its improvement plan until negotiations with the Communication Workers Union concluded.

The takeover of Royal Mail, which this Government supported, seems to have done nothing to improve the service so far. Over the past several years, an average of roughly one in four first-class letters arrives late, and recent reports suggest that 219 million letters may arrive late this year. These letters are sometimes urgent and hold important information, so it is clear that Royal Mail is repeatedly failing to meet its universal service obligation. Despite that, its stamp prices have consistently risen. That includes next month’s planned rise of 10p to the cost of first-class postage, taking the cost of a stamp to £1.80. The sorry saga of Royal Mail has gone on for far too long. Does the Minister believe that the British public should be paying more for their postal service, despite Royal Mail repeatedly failing to deliver their letters on time?

[Blair McDougall]

Paying more for postage is obviously part of the journey towards financial sustainability for Royal Mail as a critical piece of national infrastructure, but I absolutely agree with the hon. Lady that if our constituents are paying more for their stamps, they expect those letters to arrive, and it is not good enough if they do not. As I said, I am meeting Ofcom later on. It has asked Royal Mail for an improvement plan, which we think is long overdue. One issue that I will raise with Ofcom is progress on that improvement plan.

[Chris Webb (Blackpool South) (Lab)]

I declare an interest as a proud son of a local postie. We know that this is not the fault of the workers; they work day in, day out to get letters out, but are being told to prioritise parcels. Like many Members, I tried to go to my local mail centre just before Christmas—I know that you do the same, Mr Speaker—but I was denied access. An excuse was given, and the visit was never rearranged. Workers in that centre said to me, “They are trying to hide how bad the mail centre is from you, the local MP.”

Will the Minister tell the House and my constituents how we can turn this situation around? I fundamentally disagree with the shadow Minister, the hon. Member for West Worcestershire (Dame Harriett Baldwin), who said that this started with the new owners. It started with privatisation—end of. How can we get the service back on track? Will the Government consider nationalising it so that our residents can get the letters that they desperately need for their appointments?

[Blair McDougall]

I am troubled to hear that my hon. Friend has not been granted access to talk to his local sorting office. I think visiting the sorting office at Christmas and other times is a diary staple for all MPs—it is a really important part of the job. He refers to the anger that posties themselves feel about this. It is not just a job for them. They feel that this is a service, and they recognise as much as anyone else that this situation is simply not good enough. Ofcom examined the prioritisation of parcels a few years ago and found no evidence that it was a central policy, but I have heard stories from so many Members about the prioritisation of parcels, so I intend to raise it with Ofcom this afternoon.

[Mark Pritchard (The Wrekin) (Con)]

I met the Minister some weeks ago and suggested that he might have to come back to the House if Royal Mail had not improved its services. May I thank you, Mr Speaker, for granting this urgent question and the Westminster Hall debate next week, which was secured by another Member?

I raised this issue on the 13 January as a point of order, as you will know, Mr Speaker, and clearly the problem has got worse rather than better. I put on record my thanks to all posties. I think the whole House would like to thank them for all their work in our constituencies. This situation has had a huge social and economic impact on people throughout our constituencies, but what concerns me is that the Minister has referred to being unable to intervene in a private company, and the regulator is of course independent. So what can he do? If there is nothing he can do, perhaps he will come back in a few weeks’ time to repeat that there is nothing he can do, but how does that help people who are waiting for medical results and other important information?

[Blair McDougall]

That is a very fair question. As I mentioned, the Secretary of State brought together the ownership and management to stress the need to get an agreement on reforms to improve service standards. Those things are all connected. I have stressed, in no uncertain terms, my dissatisfaction with current levels of service. On NHS letters, I and Department of Health and Social Care colleagues are pressing to ensure that more NHS bodies take advantage of the barcode system, so that those letters are prioritised. Royal Mail is a private company, but we are exercising the pressure that we can in order to ensure that standards are improved.

[Melanie Onn (Great Grimsby and Cleethorpes) (Lab)]

My understanding is that letters must not be treated less favourably than parcels, but that is happening at the moment through internal Royal Mail targets. That is the case at the Fotherby Street sorting office in Grimsby, where a tracked-first policy is in place, meaning that parcels take priority, while letters and non-tracked mail are not prioritised. First and second-class cards and letters are left sitting in frames for days and weeks. That builds up, as other Members have said.

Route revisions are also an issue for posties, some of whom regularly walk 30,000 to 40,000 steps a day. That is causing exhaustion, injury and illness. It is not acceptable in any way for the Government to say that they cannot do anything. What will they do to force Ofcom to take action that will get things moving and change a policy that leaves people’s letters sat in their frames for days?

[Blair McDougall]

My hon. Friend voices her frustration—which is shared across the House—about the disconnect between what she is hearing from local sorting offices and the stated company policy. As I say, I will raise the prioritisation of parcels with Ofcom later. On the wider issue of working conditions for posties, the Secretary of State has brought together the owners and the company to stress the importance of progressing those issues and getting to a situation in which quality of service improves and the workforce feel properly rewarded and respected.

[Simon Hoare (North Dorset) (Con)]

The postal delivery landscape is a fast-moving one, as the Minister will recognise. That is evidenced by the fact that Denmark very recently ended its postal service entirely—everybody now has to use a private courier. What weight does he put on the words of Royal Mail when it says that it recognises the problems and is working hard—does he take that in good faith? A critique from Royal Mail, which clearly recognises that there are problems, is that Ofcom’s slow responses to Royal Mail suggestions are disjointed from a fast-moving landscape in a very competitive sphere. When he meets Ofcom this afternoon, will he urge it to respond speedily and progress issues as they manifest themselves?

[Blair McDougall]

I thank the hon. Gentleman for that helpful and practical suggestion. I will certainly add it to the agenda for the meeting, and report back to him on the outcomes of those discussions.

[Liz Twist (Blaydon and Consett) (Lab)]

I thank my hon. Friend the Member for Blyth and Ashington (Ian Lavery) for asking this urgent question because, as he will know, too many constituents are suffering this situation. When this first started, I asked Royal Mail why it was happening. I got polite replies, but frankly, at this stage, fine words butter no parsnips. We really need some action. May I urge the Minister to push Ofcom to take action on this issue?

[Blair McDougall]

My hon. Friend is, as ever, a doughty campaigner for everyone in the communities she represents. I will certainly be pressing Ofcom on these issues, and I will continue to press Royal Mail directly as well, stressing that we want to see an improvement in standards. The current standards of delivery are simply not good enough.

[Helen Morgan (North Shropshire) (LD)]

In rural parts of the country such as North Shropshire, where broadband, mobile signal and public transport are poor, people really depend on their postal service. Constituents have contacted me to say that they have missed court documents and NHS letters—important things that they need in order to get on with their lives. I have visited the sorting office. Beyond the prioritisation of parcels, which posties have told me about, the rounds are too long and working conditions for postal workers are not good enough, so there are issues in recruitment and retention. What can Ofcom do to ensure that Royal Mail puts in place the resources to ensure that letters can be delivered on time in rural places, like North Shropshire?

[Blair McDougall]

Unfortunately, the story that the hon. Lady tells is familiar, because I have heard it from so many hon. Members around the Chamber. As I say, we have been bringing together workforce and management for talks on reforms to get the business on to a sustainable footing and improve service quality. We will bring that together. I will raise the issue of prioritisation of parcels with Ofcom this afternoon.

[Navendu Mishra (Stockport) (Lab)]

I refer the House to my entry in the Register of Members’ Financial Interests. I thank all postal workers in Stockport and across the UK. It is important to highlight that it was the coalition Government—the Liberal Democrats and the Conservatives—who privatised Royal Mail. I ran an online survey about Royal Mail services in my constituency. Some 89% of respondents said that they were unhappy, angry or disappointed by the service in Stockport. There was one example of mail not being delivered for almost two weeks, until it was all delivered on the same day, meaning that important information and appointments were missed. What will the Minister to do improve services for the approximately 3 million people in Stockport and Greater Manchester?

[Blair McDougall]

I join my hon. Friend in paying tribute to posties in Stockport and Greater Manchester. Like posties all across the country, they go the extra mile in incredibly difficult circumstances. As I mentioned, we are bringing together unions and management for talks, to make sure that we get to a resolution and progress the future of the business. We are also pressing Ofcom on the enforcement action that it can take to progress the improvement plan that Royal Mail has committed to producing.

[Tom Tugendhat (Tonbridge) (Con)]

Just recently, Royal Mail in Tonbridge introduced a new working model that has been, quite frankly, an abject failure. I welcome the hon. Member for Blyth and Ashington (Ian Lavery) asking this urgent question, because this is quite clearly a matter for not just one constituency or community, but the whole country. I am grateful to the Minister, who is assiduous in his role, for taking it up. Will he raise with management that while we all recognise that this is about not just privatisation or ownership, but the change in the way that people use the post, and our use of emails and so on, the problems have a very real effect on people’s lives, particularly in communities like mine in Tonbridge? I am not the only one who has missed an appointment because the letter arrived weeks, or even months, after I was supposed to attend.

[Blair McDougall]

I know from my talks with officials that the right hon. Gentleman has been in discussions about the issues in Tonbridge, and that Royal Mail is seized of those. He is absolutely right. Members have mentioned hospital appointments; it is worth mentioning the important post that we hon. Members send to often very vulnerable constituents. That is a reminder that the post is a central part of our national life and economy, and we have to see it improve.

[Natasha Irons (Croydon East) (Lab)]

I thank my hon. Friend the Member for Blyth and Ashington (Ian Lavery) for securing this urgent question. In my constituency, we have had a massive uptick in complaints about not only letters being delivered late, but priority service not happening when people have paid for it, and constituents being advised to collect post from delivery offices without prior notification of an attempted delivery; essentially, they are asked to become their own Royal Mail. Having met local workers over Christmas, I know that they are working incredibly hard to keep on top of this, and they are just as frustrated as my residents. My biggest concern is that when Members have raised the issue with Royal Mail, its response has been, quite frankly, rude, dismissive and a bit lacklustre. Will the Minister please outline what he will do to ensure that postal services are protected in my community, and communities across the country?

[Blair McDougall]

I thank the posties in Croydon for their efforts; they do an extraordinary job. My hon. Friend hits the nail on the head. We sometimes might have lower standards for other delivery operators in the economy, but we expect a certain level of service from Royal Mail. When people are paying more for stamps, or are paying for special delivery, they absolutely should expect to get what they pay for. As I said, I am raising these issues directly with Royal Mail. We are bringing together the workforce and management, and I am meeting Ofcom later today.

[Jess Brown-Fuller (Chichester) (LD)]

As has been well established today, the blame for failures does not lie with postal workers, who are doing all they can to deliver a service. It lies with a private company that is telling its staff to prioritise parcels, but then pretending that is not its policy. My Chichester constituents have received hospital appointment letters four days after their appointment was due to take place. One constituent in Selsey received their letter for a specialist appointment in London an hour before it was due to take place. What can the Minister do to put pressure on Royal Mail, so that my constituents’ health is not put at risk as a result of its failures?

[Blair McDougall]

The hon. Lady’s constituents in Chichester deserve better, frankly. That is why it is so important that the Government send a clear message that we expect improvement. It is why I am having conversations with Ofcom. It is also why, when the new ownership took over Royal Mail, we received an undertaking that it would not be able to take value out of the company until it improved. That was done to ensure that there is an incentive for it to do better.

[Ian Byrne (Liverpool West Derby) (Lab)]

The Communication Workers Union reported chaos and demoralisation among its members as a result of the imposition of poorer pay and conditions for posties, and the company’s decision to prioritise potential job cuts over service when it comes to USO reform. Will the Minister outline what the Government are doing to ensure that Royal Mail customers and workers are not made to pay the price of the mismanagement of our postal services, and whether the Government will use any powers allocated to them as holders of the golden share?

[Blair McDougall]

As I said a moment ago, when the new ownership took over, part of the deed of undertaking was that we would not allow it to remove value from the company until service improved. On the impact on the workforce, obviously the negotiations are between the workforce and management, but the fact that the Secretary of State has been convening meetings between them shows that we take this issue very seriously, and it is a priority for our Department.

[Aphra Brandreth (Chester South and Eddisbury) (Con)]

Like other hon. Members, I have had many constituents get in touch about poor mail service. One constituent in Kelsall reached out to Royal Mail after experiencing deliveries once per week at best, only to receive a reply stating that service levels in our area are good. The same constituent later received a hospital appointment letter after the appointment, which is certainly not good. Does the Minister share my concern that Royal Mail appears to be dismissing legitimate complaints, while failing to meet its universal service obligation, and what more can be done to hold Royal Mail to account?

[Blair McDougall]

The hon. Lady has previously pressed me on another aspect of postal services—the availability of post offices in her constituency—and she continues to campaign for her constituents. I share the frustration felt whenever a Member of Parliament who raises a concern is told that everything is fine and not to worry about it. It is precisely because I share this concern that I am having the meeting with Ofcom later today.

[Bill Esterson (Sefton Central) (Lab)]

The Royal Mail excuses are wearing very thin, are they not? I have constituents who are going to the sorting office and being presented with piles—weeks’ worth—of letters, and others who are getting those same piles delivered in one go. The Minister said he is meeting Ofcom today. Does he think that the regulator needs additional powers? It is clear from his answers so far, and from the fact that we are still discussing something that has been going on for months, that something is not working. I encourage him to consider whether the regulator needs more, and what he can do.

[Blair McDougall]

I will certainly talk to the regulator later today in those terms, and will ask that question. As I say, the business is regulated through Ofcom, but where the Government have power, we are taking it; for example, there is our insistence on putting in the company’s deed of undertaking that money cannot be stripped out of the company until service improves.

[Brendan O'Hara (Argyll, Bute and South Lochaber) (SNP)]

Whether it is the failure of Royal Mail to meets its USO or the skyrocketing price of heating oil, it seems that rural communities, such as those in my constituency, are most impacted. We all agree that despite the often heroic efforts of the workforce, the service provided by Royal Mail management is totally unacceptable. The Minister knows that we are 60 days from a Scottish parliamentary election in which 1 million people will vote by post. How confident is he that Royal Mail will be able to cope, and what measures is he putting in place to ensure that it does?

[Blair McDougall]

I have relatives in the most remote parts of Scotland, so I know that while these issues might be an inconvenience for the rest of us, for rural customers, they can be the stripping away of a lifeline. We have sought reassurances from Royal Mail that the current issues with service across the country will not impact postal voting in the upcoming elections. I know that the chief executive of Royal Mail has a meeting in Scotland to discuss preparations in the days ahead.

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[Mr Speaker]

That was a very late delivery. I am going to finish this urgent question at 1.30 pm, so let us help each other by being speedy. The Minister will show me how quickly he can reply.

[Blair McDougall]

My hon. Friend makes an important point, although I notice that everything seems to be the best in her constituency. The problem is not just missed post, but missed opportunities, like the one that she described. That is exactly why we will continue to pressurise Royal Mail, directly and through the regulator, to improve the service in areas like hers.

[Bob Blackman (Harrow East) (Con)]

Posties in my constituency have reported to me that one of the most serious problems is staff absence. Staff go off sick because they have been overworked, and as a result, deliveries do not take place. The final straw for one of my constituents was when they received a Christmas card on 28 February that had been franked before Christmas. Clearly, there is a serious problem, not just in rural areas but in suburban areas. Will the Minister seek an urgent action plan from Royal Mail on getting this right? Otherwise we will be back here in a month’s time with the same problem.

[Blair McDougall]

The hon. Gentleman could be mistaken for a CWU trade union official. He will be crossing the Floor. He makes an important and serious point: issues around staff conditions are directly related to the quality of service. That is exactly why the Secretary of State has been convening the meetings that I have mentioned to progress the talks.

[Helen Hayes (Dulwich and West Norwood) (Lab)]

My constituents in Dulwich and West Norwood, particularly in the SE22 and SE24 postcodes, have been suffering the consequences of Royal Mail’s failings for years. Residents in SE24 recently had no mail for four weeks. A key problem in holding Royal Mail to account is that it is required to report performance data relating to only the first part of the postcode. That means that the failures of individual delivery offices are disguised in the sub-regional data. Will the Minister raise that issue with Ofcom, and ask it to look again at the reporting requirements on Royal Mail, so that it can be held properly to account?

[Blair McDougall]

As a former resident of SE23, I pay tribute to the posties in that part of the world. I will certainly add my hon. Friend’s suggestion to the agenda of the meeting later today.

[Adam Dance (Yeovil) (LD)]

Does the Minister recognise that meeting the universal service obligation is a challenge because of poor recruitment and retention? That poor recruitment and retention is no surprise, given that Royal Mail offers new postmen and postwomen little more than minimum wage, and sites are really not fit for purpose.

[Blair McDougall]

The hon. Gentleman raises an important point that is core to the talks that are going on right now between unions and management. That is exactly why we are so keen to ensure that the talks are productive and come to a settlement that deals with the issues that he describes.

[Phil Brickell (Bolton West) (Lab)]

I thank the Minister for his constructive engagement with me over the past few weeks on Royal Mail’s poor services in my Bolton West constituency. I know that he shares my utter frustration at the current service provision. May I flag with the Minister a letter that I sent to Horwich constituents on 13 February, updating them on the progress that I had made with the Minister on this matter? A constituent got in touch to say that the letter was only received on 25 February, some 12 days later, alongside missing correspondence from the Driver and Vehicle Licensing Agency, the NHS and the Department for Work and Pensions. Another constituent in Bolton received a Christmas card on 7 March that had been posted before 14 December. When will my constituents see an improvement in Royal Mail services?

[Mr Speaker]

Can we try to shorten the questions? Some people are not going to get in, and that really worries me, as this subject matters to all of us—especially me, as I have the best post offices and the best posties.

[Blair McDougall]

I reassure my hon. Friend’s constituents that his efforts to transmit their dissatisfaction have been heard at the highest level. If there is a prize for dark irony, I think he has probably just won it. It is because we want this situation to improve as quickly as possible that we are taking the action that I have described, and continue to put on the pressure.

[Bradley Thomas (Bromsgrove) (Con)]

I pay tribute to the posties across Bromsgrove, but not to the management of Royal Mail. My constituents need action, not more platitudes, like Royal Mail saying to me that it is “very sorry” that letters have not been received. I implore the Minister to get together with the management of Royal Mail and Ofcom to deliver an action plan, for which Royal Mail is accountable to us, via the Minister, so that we see an improved service for all our constituents.

[Blair McDougall]

I reassure the hon. Gentleman that I have communicated exactly the frustration that he describes, which I have heard from so many hon. Members, to Royal Mail, and I will communicate it to Ofcom later as well.

[Brian Leishman (Alloa and Grangemouth) (Lab)]

I refer the House to my entry in the Register of Members’ Financial Interests. Having spoken with postal workers from across Alloa and Grangemouth, I know that morale is at rock-bottom because of years of savage cuts, and restructuring that has negatively impacted their ability to do their job. Does the Government accept that the erosion of the service and workforce morale is due to privatisation, and that an essential public service like Royal Mail should be under public ownership, for the public good? When will the Government effectively hold bodies like Ofcom to account, because its inaction and impotence is costing our constituents dearly?

[Blair McDougall]

My hon. Friend is absolutely right to point out that the situation is a result of long-standing structural issues in Royal Mail, and with postal services more generally. My focus later today with Ofcom will be to ensure that it is pressed to deal with exactly the issues that my hon. Friend describes.

[Vikki Slade (Mid Dorset and North Poole) (LD)]

I align myself with the stories that everybody has told. Constituents in Sturminster Marshall received two postal deliveries in the whole of January, and then Royal Mail tried to blame letters not being delivered on the flooding, which happened at the beginning of February, so I do not trust anything it says. I am concerned about my posties, who are literally being brought to tears on the doorstep. They are being told that they cannot have any overtime even though posts are being advertised, and they cannot complete their rounds. They have explained to me that they are being expected to manage their decline. What is the Minister doing to stand up for these frontline workers who are key to our communities?

[Blair McDougall]

The hon. Lady is right to pay tribute to her local posties. It is because we recognise the connection between the sustainability of the Royal Mail and the postal service and the conditions of workers and the importance of the talks that are going on, that the Secretary of State has been convening the meetings that I have mentioned, and he will continue to do so.

[Andy McDonald (Middlesbrough and Thornaby East) (Lab)]

This situation is completely intolerable, as everybody has described. Will the Minister confirm that if the owners continue to fail to discharge their obligations as a matter of urgency, the option of taking Royal Mail back into public ownership will be fully considered, because that is popular with the public?

[Blair McDougall]

Our focus is on ensuring that the talks that are under way are productive, and that they end with measures that will get the delivery service improved and the business on to a sustainable footing. As I have mentioned, we have an undertaking that the owners are not allowed to take value out of the company until service standards improve.

[Martin Vickers (Brigg and Immingham) (Con)]

My constituents who have lodged complaints with the local Royal Mail are receiving messages that say:

“We’re sorry to advise that deliveries in parts of the DN31-DN37 postcodes are being disrupted due to resourcing issues at the Grimsby Delivery Office.”

Will the Minister give an assurance that, if he has not already done so, he will urge Royal Mail to deal with these staffing resources? It is an acceptable reason in the short term, but not in the long term.

[Blair McDougall]

Whenever hon. Members raise local delivery issues with me, I raise them directly with Royal Mail officials. I will certainly do so for his area because his constituents deserve a better service.

[Lizzi Collinge (Morecambe and Lunesdale) (Lab)]

People across Morecambe and Lunesdale are suffering from late Royal Mail deliveries. In fact, one constituent was told by a frustrated, overworked postie that second class letters were being delivered once a week, at most. What steps is the Minister taking to address that problem?

[Blair McDougall]

The service that my hon. Friend’s constituents are getting clearly is not good enough. We have met Royal Mail to say that the situation is not good enough, we are bringing together workforce and management to progress the talks that will enable us to improve those standards and, as I say, I will be meeting Ofcom later today to express her concerns.

[Carla Lockhart (Upper Bann) (DUP)]

My criticism is of Royal Mail’s senior leadership; it is certainly not of our local posties. In Upper Bann, the posties are excellent and so is my liaison officer in Royal Mail, who has gone above and beyond to get information flowing. Staff are at breaking point, there are absences and gaps—we have 10 vacancies in Banbridge depot—and letters are delayed. You know the score, Mr Speaker. The big issue is with hospital letters, so will the Minister liaise with health and social care trusts in Northern Ireland?

[Blair McDougall]

I will raise the issues at Banbridge sorting office directly with Royal Mail. In addition to my work with the Department of Health, I will ensure that we are having that conversation with health bodies in Northern Ireland.

[Gareth Snell (Stoke-on-Trent Central) (Lab/Co-op)]

Given that the Government used the National Security and Investment Act 2021 to extract a golden share, because they considered Royal Mail to be national critical infrastructure, I find it slightly odd that, having recognised its importance, we think there is nothing that we can do. Will the Minister commit to, or at least consider, taking powers that he might need to make a direct intervention to ensure that our constituents, including mine in Stoke-on-Trent Central, get their letters when they want them: on time?

[Blair McDougall]

My hon. Friend is right to speak on behalf of his constituents and demand better service. As for what we can do, as I said, we are working through the regulator to ensure that services improve, and I am meeting it later today. We are also intervening to bring together the workforce and management to ensure the talks that are crucial for making those improvements progress.

[Ben Obese-Jecty (Huntingdon) (Con)]

I concur with Members across the House that the fault does not lie with our individual posties. I pay tribute to Dean and Aaron, who have been fantastic as my posties in Brampton in my constituency. I have been written to by Royal Mail employees in my constituency about the new contract and the pressure that it puts on, with 50% of new postal workers leaving in their first year. Can the Minister guarantee that he will speak to Ofcom about equalising pay and conditions to ensure that we do not see as many staff leaving?

[Blair McDougall]

The question of equalising pay and conditions is a matter for those talks. That is why, through the Secretary of State, we are bringing together the owner and the trade unions to have those discussions. I also pay tribute to Dean and Aaron, who can now say that they have had their names mentioned at the Dispatch Box.

[Lorraine Beavers (Blackpool North and Fleetwood) (Lab)]

I am a proud member of the CWU. Posties in my constituency are clear that the problems at Royal Mail are the previous board’s financial mismanagement, along with lower wages, longer hours and poorer conditions. The Conservatives and the Lib Dems were warned that that would happen, but they privatised Royal Mail anyway. Will the Government commit to ensuring that the new owners stick to the agreement with the CWU and the Government, meet the universal service obligation and ensure that my constituents get the service that they deserve?

[Blair McDougall]

My hon. Friend is right. Her constituents absolutely deserve better, and she is right to highlight the long-standing issues that we are trying to deal with. Royal Mail should absolutely meet all the obligations that it has entered into.

[Claire Young (Thornbury and Yate) (LD)]

Hundreds of my constituents have written to me about Royal Mail failures. I have raised them with Ofcom, but it tells me that it cannot investigate local complaints, and Royal Mail will not act on them. Will the Minister commit to reviewing Ofcom’s powers to hold Royal Mail to account at a local level?

[Blair McDougall]

As I said a moment ago, I will certainly ask Ofcom for its assessment of its powers in this space, and I will keep the hon. Lady updated.

[Lauren Edwards (Rochester and Strood) (Lab)]

Before I became a Member of Parliament, I worked for the CWU at the time of Royal Mail’s privatisation, and I am sad to say that much of what we feared would happen has come true. Residents in Grain in my constituency reported receiving no first-class or second-class mail for weeks, similar to the reports of other Members.

I will highlight an incident in which Network Rail had to hand-deliver letters to residents to ensure that they were aware of the impending closure of a critical rail crossing, because Royal Mail service could not be relied on. Does my hon. Friend agree that the service to my constituents is completely unacceptable? Royal Mail needs to focus on addressing its significant recruitment and retention challenges, which have been made worse by the introduction of a two-tier workforce in 2022-23.

[Blair McDougall]

The example that my hon. Friend gives about Network Rail is a reminder that, as my hon. Friend the Member for Stoke-on-Trent Central (Gareth Snell) said a second ago, this is critical national infrastructure that we rely on at moments like that. The issues that my hon. Friend the Member for Rochester and Strood (Lauren Edwards) discusses in terms of the terms and conditions are exactly why we have made that a priority. The Secretary of State is bringing together the management and workforce to discuss those issues.

[David Mundell (Dumfriesshire, Clydesdale and Tweeddale) (Con)]

I had the opportunity to meet senior management at Royal Mail yesterday, after constituents in Symington and Thankerton in the Clydesdale area of my constituency received no mail at all for more than 10 days. I want to return to the issue of postal voting in the Scottish elections and other elections. I do not think that reassurances from Royal Mail are enough; the Minister and others need to see a plan so that we know postal votes will be delivered, collected and taken to the electoral authorities. Will he reassure us that he will get such a plan?

[Blair McDougall]

We continue to seek those reassurances and the plan behind them. As I mentioned, with regard to the Scottish elections, a specific meeting between the management of Royal Mail—its CEO—and the election authorities in Scotland is coming up to discuss exactly the concerns that the right hon. Gentleman raises.

[Alan Strickland (Newton Aycliffe and Spennymoor) (Lab)]

I met a resident at my surgery at the weekend who has a long-term health condition. They have been sent testing packs by the NHS, which arrive late, and appointment letters have been delayed, which is having a huge impact on their health. When the Minister meets Ofcom later, will he raise the serious impacts of unacceptable Royal Mail delays on not just our residents, but our national health service?

[Blair McDougall]

I will certainly raise my hon. Friend’s concerns about important medical post with Ofcom. Royal Mail is part of the critical national infrastructure and can reach every part of the country, and its ability to deliver such things is a business opportunity, and it needs to get that right.

[Andrew George (St Ives) (LD)]

On Monday, it was my privilege to visit the Helston sorting office, where I discovered staff burdened with remote, counterproductive micromanagement of their work and inadequate plans to deal with the inevitability of staff absences. I was distressed to hear them describe that they had been abused and threatened when undertaking their work on the frontline. Does the Minister agree that frontline workers should be praised and have management systems that empower them to resolve matters locally?

[Blair McDougall]

I think the hon. Gentleman can tell from the comments around the House how much respect and affection there is for posties around the country, and I am disturbed by what he describes. Ultimately, the only sustainable future for Royal Mail is in bringing together a workforce who are really passionate about what they do and a management who are seeking to get the company into a financially sustainable position. That is why we are prioritising the talks going on at the moment.

[Alex McIntyre (Gloucester) (Lab)]

Gloucester residents have been let down by Royal Mail for years; it is prioritising parcels over post and profits over our posties. I have a visit to Gloucester North delivery office on Friday, and I was shocked to find out from the frontlines that it is offering overtime to clear the backlog before I get there. Ofcom has proven to be utterly toothless in this matter; it is not regulating properly, and Royal Mail is baking the fines into its business plans. What more can we do to give Ofcom the bite that it needs to improve service for Gloucester residents?

--- Later in debate ---

[Blair McDougall]

My hon. Friend has been a constant campaigner and is constantly in my ear on these issues on behalf of his constituents. As I said, I will be talking to Ofcom later today about its role in this matter, and I will keep him updated on that.

[Luke Taylor (Sutton and Cheam) (LD)]

Residents across my constituency, particularly those in the SM1, SM2 and SM3 postcodes, have been reporting issues with their deliveries for years. Local social media is full of people reporting one-day-a-week deliveries and asking which other roads that is occurring on. I have visited my delivery office for the last two Christmases, meeting hard-working posties who have been let down by the system. Let me give a particular shout-out to Timmy, who has been delivering to my road for decades and is approaching retirement—my congratulations to him. Will the Minister add Sutton to the list for his agenda this afternoon? Can he also report back next Wednesday in the Westminster Hall debate, which I imagine he will be coming to, with clear actions from his meeting this afternoon?

[Blair McDougall]

I pay tribute to Timmy and thank him for his years of service. It is exactly because this service is full of people like him who are passionate about their jobs that we need to ensure that Royal Mail’s quality of service is reformed and improved.

[Josh Newbury (Cannock Chase) (Lab)]

Phil from Brereton told me that his wife’s jury service letter arrived too late for her to defer; Colin from Brereton had a hospital letter that arrived three days after the appointment; and Michael from Rugeley waited weeks for a new debit card. Those were first-class letters, so planned reforms to the universal service obligation would not have made much of a difference. Will the Minister impress upon the leadership of Royal Mail the human impact of these delays on posties and residents?

[Blair McDougall]

My hon. Friend makes a powerful case about how delays and failings in Royal Mail standards impact on so many different aspects of his constituents’ lives. I will certainly use those examples when I next meet with Royal Mail.

[Jim Shannon (Strangford) (DUP)]

I want to make a quick point about hospital appointments. When someone misses their hospital appointment, they go to the back of the queue and start again, and might have to wait another two years. When the Minister has his meeting with Royal Mail today, can I ask him to convey to its representatives that they should have meetings with health trusts, patient groups and representatives of Northern Ireland to ensure that those who miss appointments due to delays in the Royal Mail will not be disadvantaged, which they clearly are at the moment?

[Blair McDougall]

The hon. Gentleman makes an important point. As I mentioned a moment ago, we are working with the Department of Health and Social Care here to ensure as many health bodies as possible take advantage of the barcode service, to make sure that their letters get through. I will certainly make sure that the issues he has highlighted are raised in Northern Ireland.

[Alex Mayer (Dunstable and Leighton Buzzard) (Lab)]

Lots of letters are late. One that stood out to me, which a constituent raised, was a parking fine that had almost doubled in price by the time it arrived. Locally, the Royal Mail tells me that it is recruiting 12 new postal workers, but if that does not fix the problem, what should we try next?

[Blair McDougall]

Continue to speak to me. My hon. Friend grabbed me during the votes the other night to raise local Royal Mail issues, and I know she will continue to do so.

[Steve Race (Exeter) (Lab)]

Many residents and fantastic posties in Exeter have raised exactly the same concerns as other Members of the House. Can the Minister give an assessment of how he thinks Ofcom has dealt with this issue so far, and does he have confidence in Ofcom to get a grip on it?

[Blair McDougall]

We rely on Ofcom as the regulator of Royal Mail, which is exactly why we are having a meeting later today to discuss what more it can do to deal with the widespread concerns that exist across the House about the quality of service.

[Laurence Turner (Birmingham Northfield) (Lab)]

It is clear that the NHS barcode prioritisation system broke down, but the problem is not limited to NHS letters. I want to highlight the Government’s Tell Us Once service following a bereavement. Many hon. Members will know the urgency and distressing nature of that correspondence, so will the Minister—who has been extremely active in dealing with constituency concerns—look at the issue of prioritisation of non-NHS letters?

[Blair McDougall]

In a previous life, I was very proud to have worked on the Tell Us Once service at its inception, and I know how important that service is to people at the worst possible time of their life. I will certainly raise the issue that my hon. Friend has highlighted.

[Tom Hayes (Bournemouth East) (Lab)]

As the Labour Member of Parliament for Bournemouth East, I stand by my posties here in the House of Commons and thank them for their dedication and diligence, which stands in sharp contrast to the management of the Royal Mail. The trial that is under way has failed, and the new approach will spectacularly fail if it is put into effect. When the Minister meets Ofcom later, and when he meets the Royal Mail, will he say that he will not stand for the Royal Mail becoming yet another gig economy parcel courier that exploits its employees and lets down customers?

[Blair McDougall]

This is a Government who are improving the working conditions, standards and rights of workers across the economy. My hon. Friend makes the important point that there is wisdom and experience within the workforce. The talks that are going on at the moment are about bringing that together with the ambition and responsibilities of the management, which is why we are taking the actions we are.

[David Burton-Sampson (Southend West and Leigh) (Lab)]

Southend sorting office was part of the original pilot for these changes to the USO. It failed, and nine months later it is clear that it is still failing, so today I have summoned the management to meet me and my constituents to hear at first hand the challenges this is causing. Following that meeting, will the Minister meet me to hear that feedback and take it right up the chain?

[Blair McDougall]

I certainly will. I thank my hon. Friend for raising that issue, as well as all the other hon. Members who have brought to me local intelligence, which informs my own understanding of the issues across the postal service.

[Mark Sewards (Leeds South West and Morley) (Lab)]

Residents in Ardsley, Robin Hood, Lofthouse, parts of Tingley and Morley are complaining that they have been waiting up to three weeks for their postal service. It is obviously not the posties’ fault—it is a question of leadership and management. Following the Minister’s meeting with Ofcom, will he meet me to see the evidence for himself? What can he say to reassure my constituents now?

[Blair McDougall]

I reassure my hon. Friend’s constituents that we are expressing the frustration and anger that he has expressed to me directly to Royal Mail and through Ofcom, and of course I will happily discuss developments with him.

[Sureena Brackenridge (Wolverhampton North East) (Lab)]

I agree with residents across Wolverhampton and Willenhall that Royal Mail’s delivery service is just not good enough, but we stand with our frontline postal workers, who are working incredibly hard and bearing the brunt. I call on the Minister to challenge Royal Mail’s leadership, and to have a look at the two-tier employment model and wider issues that are affecting the recruitment and retention of our hard-working staff.

[Blair McDougall]

My hon. Friend’s constituents absolutely deserve better, and posties deserve dignity at work, given the essential job they do for our society and our economy. That is exactly why we are convening meetings between management and unions to make sure that those talks progress.

[Dave Robertson (Lichfield) (Lab)]

My speaking notes talk about excuses from Royal Mail. Now that I am in the Chamber, though, I do not think that is the language I will use, because people across Lichfield, Burntwood and the villages are sick of being lied to by Royal Mail. I met Royal Mail just before Christmas to complain to it about the total lack of a postal service in Lichfield—we were probably the worst area in the country at that point. When I had that meeting, I was told that all the first-class mail went out last week, but that was a lie—it was an absolute lie, because my constituents told me so. Royal Mail clearly does not have a handle on this issue. It is either not measuring its performance or it is covering it up, so I ask the Minister to use the golden share we have to force Royal Mail to be honest, fess up and fix it.

[Blair McDougall]

My hon. Friend shows passion and anger, which he has also shown to me in private when raising these issues. Again, that speaks to how frustrating it is for us as Members of Parliament to raise a problem—on any issue—and then to be told that it does not exist when our constituents are telling us otherwise. Royal Mail has a responsibility to address the problem in a direct and straightforward manner, because if we are not recognising the problem, we will not deal with it.

[Mr Speaker]

This has been an excellent debate, and I thank Members for the way it has been delivered on behalf of all our constituents. Royal Mail’s management has a problem, and that has certainly been highlighted today.