Royal Mail: Performance

Bradley Thomas Excerpts

Wednesday 21st October 2026 Westminster Hall

[Bradley Thomas (Bromsgrove) (Con)]

It is a pleasure to serve under your chairmanship, Ms Lewell. I thank the hon. Member for Lagan Valley (Sorcha Eastwood) for securing this important debate. She is clearly delivering for her constituents in a way that Royal Mail is not.

Royal Mail is clearly failing in its universal service obligation, and it is clear from comments across the House that there is universality in those failings. From my own casework, I came into this debate well aware of the widespread failures affecting our postal services and knowing that action is long overdue. After hearing the compelling story shared by Members from across the House, I believe it is undeniable that we cannot wait any longer, and that answers are well overdue.

It is only 65 days until Christmas. It is not quite time to put the tree up, but for service providers and logistics teams, it is right around the corner, and mailbags will surge. We all know that Christmas is one of the most demanding times of the year for the postal services, especially for our hard-working postmen and women. I too want to express my thanks to them. I do not think any of us are frustrated with our hard-working posties. There are failings with management. As my right hon. Friend the Member for Skipton and Ripon (Sir Julian Smith) pointed out, all year round, posties are a lifeline for some of the most vulnerable members of our society, and sometimes they are the only person they will see or have social contact with.

[Anna Dixon]

In rural areas, posties are often already doing extremely long routes. Does the shadow Minister recognise that the new delivery model is breaking up some of the continuity that postal workers have with their communities and making some rural rounds less manageable for them?

[Bradley Thomas]

The hon. Member is correct. The current model is not working as it should, which is having social implications and, clearly, adversely affecting the service even further. It is crucial that that is addressed.

As we get close to the Christmas period, the busiest time of the year—as shoppers complete their final online orders and families send gifts and cards to loved ones, friends and family—the country needs confidence that postal services will deliver. If they can deliver, that is one worry ticked off the list at a busy time of year, but in recent years, many of us and our constituents have found that there is a certain elusiveness to the post all year round. My constituents have the recurring experience of receiving no post for two weeks, followed by a large bundle of outdated letters, with hospital appointments missed—we have heard many stories on that theme today—DVLA reminders overdue, credit cards reported lost in the mail, and even legal issues rumbling on because court summons and other documents are not received in time.

[Jim Shannon]

On the point about health-related letters, when I met the former Health Minister in Northern Ireland, he gave us an undertaking about franked envelopes as a way forward. If Royal Mail did its job correctly, it would receive the franked letters and expedite them through the system. That seems to be working in my constituency, because, by and large, the postal workers do that very effectively. Does the hon. Gentleman agree that Royal Mail and others responsible need to focus as a priority on delivering letters that are obviously medical letters, because they are franked, on time?

[Bradley Thomas]

I thank the hon. Gentleman for his intervention, which is in the same spirit as a comment by the right hon. Member for Oxford East (Anneliese Dodds), who mentioned an example of NHS letters being prioritised. There is a pressing need for Royal Mail to look at best practice from all parts of the country and ensure that it is part of its standard methods of operation, so that it delivers for its customers and our constituents.

We know that a malfunctioning postal service has a profound domino effect on many important aspects of residents’ lives. In March, it was announced that Royal Mail will deliver 219 million letters late this year, despite the seventh stamp price rise in four years. That statistic will come as no surprise to the Members here today—it has been cited by many and it solidifies their constituents’ lived experiences—but predictability should not be mistaken for acceptability. Our constituents should not have to tolerate this escalating issue, so I ask the Minister to outline today a tangible plan to deliver a swift solution, rather than continuing to pass the buck to Ofcom. I am aware of Ofcom’s role as the regulator, but the Government cannot expect this nationwide problem to fall exclusively on Ofcom’s shoulders. I suspect that the Minister has received that message loud and clear from Members across the House today.

What action are the Government taking to materially address the service problem? Do they believe that Ofcom is still fit for purpose with regard to regulating postal services? Those are difficult questions to answer, but my constituents—all our constituents—want answers to them. The Minister has made it clear that frank discussions are being held with the CEO of Royal Mail, and Royal Mail has emphasised that its “Quality of Service Improvement Plan” sets out—allegedly—a clear path towards meeting Ofcom’s new delivery targets.

We saw how important this issue is when it was raised at Prime Minister’s questions today. But what good are more discussions and promises if they are never fulfilled or fail to improve the service? Does the Minister believe that the operational issues with Royal Mail are being addressed quickly enough? What discussions have taken place concerning not only the implementation of the improvement plan, but the success achieved so far?

Royal Mail is a key piece of British identity, with more than 500 years of history. It has endured challenges and played a key role in some of our nation’s most difficult times. It is a service to appreciate, but such recognition is warranted only when an acceptable standard of service is provided. The purpose of this debate is to highlight the unacceptable service being supplied by Royal Mail and to fast-track finding a solution. Will the Minister share the immediate steps that she will take to ensure that Royal Mail’s service is corrected and customer confidence restored?