Royal Mail: Performance

Jim Shannon Excerpts

Wednesday 21st October 2026 Westminster Hall

[Jim Shannon (Strangford) (DUP)]

It is a pleasure to serve under your chairship, Ms Lewell. I thank the hon. Member for Lagan Valley (Sorcha Eastwood) for setting the scene on a subject that is incredibly important to us all. As well as both being Northern Ireland MPs, we share a frustration with the Royal Mail.

I cannot do technology—that is just a fact of life, as I am very old-school—but I write letters regularly. Nothing impresses, helps or encourages a constituent as much as a hand-written letter sent to their house in a yellow envelope from the House of Commons. They appreciate that, which is why I do it. The business of the rest of my office is done by email.

Day after day, my office is inundated with phone calls and emails from people who go for weeks without seeing a postal delivery worker. Letters are piling up in sorting depots, with vital documents vanishing into a black hole. The public have completely lost faith in a service on which they have relied for generations.

I want to be entirely clear about where the blame lies. It does not lie with the hard-working, dedicated local postmen and postwomen who are working themselves to the bone. They work long hours and walk miles under immense pressure, bearing the brunt of public anger on the doorsteps. It is not their fault; they are being completely let down by senior management, a failed operating model and a chronic lack of investment.

Since I was a Member of the Legislative Assembly, I have always visited the Royal Mail depot in Newtownards at Christmas time. Staff retention is incredibly important. I met a guy just before Christmas who had worked for the Royal Mail for 20 years. I asked him how he was getting on, and he said, “Jim, I’m leaving next week.” I asked where he was going, and he was going up the road to Kiltonga, for better wages at Lakeland Dairies. Royal Mail has to address staff retention by ensuring the right pay.

When I speak to local staff in Strangford, they consistently tell me that they believe passionately in their public duty but that they are being asked to fight a losing battle with one hand tied behind their back. Without targeted funding to build or upgrade a dedicated sorting office in our area, our local posties will continue to drown under the backlog. Minister, what discussions have taken place with the owners of Royal Mail about its antiquated sorting centres and technology? What can be done to ensure that the guys who work there are able to see modern, suitable workplaces?

This is not just about missing birthday cards and delayed bank statements; it is about people not getting hospital appointments. My constituents are missing long-awaited cancer screenings, urgent surgical consultations and vital diagnostic scans. If they have been on a waiting list for six months, that could mean they wait for two years—it just does not work.

This is a timely point to discuss what is important. I have engaged with the former Northern Ireland Health Minister to ensure the use of barcoded envelopes for urgent medical mail, which has helped us in Northern Ireland, but it does not go the whole way. Royal Mail cannot keep cutting corners, reducing delivery days and abandoning its universal service obligation while senior executives line their pockets. We need accountability for a service that is currently failing the sick, the vulnerable and the elderly.

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[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?

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[Kate Dearden]

I will provide an update on our next steps, and our engagement with the unions and Royal Mail, very shortly. All hon. Members present agree that Royal Mail needs to step up and improve its performance. Colleagues reflected on the improvement plan published by Royal Mail to address the primary cause of service issues. It has committed to invest £500 million to increase its frontline resourcing and the availability of working hours for part-time employees. I reflect on the point about suitable sorting offices, using modern technology. We have secured legally binding commitments from the new owners for sufficient investment to ensure that the USO can be delivered.

[Jim Shannon]

I thank the Minister for her comprehensive response. I appreciate it; each of us in the Chamber does. One massive issue in my constituency of Strangford is staff retention. There comes a certain age, as the years creep up, when the weather goes against you. Some of those who joined early and have done maybe 20 or 30 years come to a stage where they can no longer do it. One of the major reasons why they are not able to do it, apart from the weather factor, is that they are able to get a better wage up the road. To retain staff, wages need to reflect rising inflation and the fact that staff have to travel to work. What discussions has the Minister had with the chief executive to ensure that wages improve, which will naturally help to retain staff?

[Kate Dearden]

Before I address the hon. Gentleman’s point, and reflecting on his remarks about visiting his local sorting offices and what he is hearing from posties themselves, I put on record that Royal Mail has informed me that it has invested more than £470 million since 2021 in automation and in delivery and infrastructure updates. Of course, when it comes to pay and conditions, we work closely with the trade unions represented in Royal Mail, and we will consider the wider support we can provide to create a sustainable future for Royal Mail. Supporting our posties is absolutely essential.

I also take this opportunity to reflect on my recent meeting with the chief executive of Royal Mail, at which I specifically raised the issue of engagement with colleagues. I urged Royal Mail to be much more proactive with MPs, and much more detailed in its assessments of what is happening at constituency level, and to take seriously every complaint raised directly with it by colleagues, whether the complaint is about performance, service, staffing levels, sickness or absences. It is important that Members across the House have relevant information to hand. When Members, myself included, receive numerous complaints from constituents, it is important that they have the appropriate and relevant information to make that assessment. I reassure Members that I always reiterate that point when I meet Royal Mail.