Royal Mail: Performance

Jim Shannon Excerpts

Wednesday 18th March 2026 Westminster Hall

[Jim Shannon (Strangford) (DUP)]

It is a real pleasure to serve under your chairship, Mr Twigg. I thank the hon. Member for Exmouth and Exeter East (David Reed) for providing the opportunity to speak about this issue.

We are seeing the breakdown of vital services in my Strangford constituency and in Ards. We are hearing stories of cancer screening invitations arriving a week after the appointment date. We are seeing small business owners—the backbone of our local economy—having to apologise to customers for parcels that are sitting in the sorting office. We are seeing elderly neighbours waiting for pension letters or bank cards that never come.

The staff on the ground are working hard but they are being asked to do the impossible. A system designed for letters has been choked by the sheer volume of parcels and, in the race for profit, it is the humble first-class letter—the one containing peoples’ hospital results or bills—that is being left on the floor. We are told it is a recruitment issue. We are told it is the weather. For the people of Northern Ireland it feels like a postcode lottery. A letter could be a contract or a connection. We are not asking for the world; we are simply asking for a postal service that works for everyone, regardless of their address.

I have a quick example of how things are going wrong. I am currently dealing with a child with diabetes who has been accepted for a personal independence payment, but due to Royal Mail delays—it is not the child’s fault, but someone else’s—his form is late and his parents are missing out on more than a month’s worth of payments that they should be entitled to. It is clear that Royal Mail needs to buck up its ideas. Ofcom recently fined Royal Mail £21 million for missing national delivery targets, but that will not get my constituent the backdated PIP money that they are due.

Email is beyond many of our older people, and they depend on the so-called snail mail, which must return to being dependable once more. The staff are phenomenal, but root-and-branch changes must take place. The Minister is a good man and I spoke to him about this issue yesterday. We need it sorted Minister; the ball is at your toe.

--- Later in debate ---

[Blair McDougall]

Seriously, though, it is galling that Royal Mail is increasing the price of its services but is not meeting delivery targets. Our constituents rightly expect that, if they are paying more, they should get the service and deliveries on time. It is simply not good enough.

[Jim Shannon]

The Minister is always very responsive; I appreciate his responses today and in the past. I spoke about a person who applied for PIP and found that there was a delay in the post. That young boy, a type 1 diabetic, was denied one month of his benefit as a result. Will the Minister please look at that?

[Blair McDougall]

I will happily look at that. It is another example of a service that is simply not good enough.

As was mentioned, I recently met Royal Mail’s chief executive to press these issues directly. He was left in no doubt about the level of anger and concern across the House, and he was clear that the service is not where he wants it to be. He gave me a firm commitment that he will work towards restoring confidence in the service.

Where service has fallen short locally, whether due to staffing pressures, which the hon. Member for Upper Bann (Carla Lockhart) mentioned, operational challenges or external disruption, customers need to see sustained and structural improvement, not just short-term fixes. I understand that the hon. Member for Exmouth and Exeter East has met Royal Mail to discuss these issues. I have been advised that there are currently three vacancies in the Exmouth office, and I expect that Royal Mail will fill them to ensure there is an improvement in service locally.

Across the country, our constituents deserve visible improvements in reliability, and that expectation underpins every discussion that I and other Ministers have with Royal Mail. That is why, before the takeover of Royal Mail, we secured significant commitments from the new owners of the business, including a commitment to prevent dividend payments until quality of service improves.

As many hon. Members said, service improvement is also intimately linked to workers’ terms and conditions and the reform of Royal Mail’s operation. It is critical that the Royal Mail workers are on board with the operational changes, and that their experience informs that work. The Government continue to engage with EP Group on that; that is why my right hon. Friend the Secretary of State convened a joint meeting with the owners of EP Group and the CWU last month to help to unblock the outstanding issues. That engagement continues.

Hon. Members also referred to my detailed discussion with Ofcom last week about its expectations of Royal Mail and the steps it is taking to protect consumers. I highlighted hon. Members’ significant concerns about the delivery performance and the negative real-world impact that that is having on our constituents. It is fair to say that Ofcom has heard the strength of concerns, particularly those expressed in the Chamber last week. One outcome of that meeting is that Ofcom is clear, as it has been for some time, that Royal Mail is required to publish a detailed improvement plan that results in significant and continuous progress, and that it expects that one should appear within days of an agreement with the union. Where failures continue, Ofcom will not hesitate to act again, and last year’s £21 million fine was a clear signal.

We are in a context where, as has been said, the performance of many other parcel providers makes Royal Mail’s performance look positively glowing, and Ofcom is also looking at that wider context. None of us is blind to the wider context and the structural pressures. Letter volumes have halved over the past decade. As hon. Members have said, to ensure that the USO is sustainable, Ofcom has made changes to Royal Mail’s obligations.

However, as my hon. Friend the Member for Middlesbrough and Thornaby East (Andy McDonald) made clear, those changes and reforms cannot be imposed from the top down. Royal Mail must work constructively with its workforce and unions to ensure that operational changes translate into better services for customers across the country—a point also made by my right hon. Friend the Member for Oxford East (Anneliese Dodds), and my hon. Friends the Members for Stafford (Leigh Ingham) and for Glenrothes and Mid Fife (Richard Baker).

There is wisdom in every sorting office; staff there understand how the business works. We have taken a close interest in the negotiations, the new operating model and workers’ conditions. I mentioned that the Secretary of State recently met with EP Group and the CWU; a further meeting is scheduled for tomorrow. I am hopeful that Royal Mail’s owners and the union will work together in the interests of Royal Mail’s employees, its customers and the business.

Several hon. Members raised concerns about the impact on postal votes. We have sought strong reassurances from Royal Mail on that issue. There have been meetings with the chief executive of the Electoral Commission to discuss plans for the upcoming elections, and a similar meeting is taking place in Scotland with Ministers there. My hon. Friend the Minister for Building Safety, Fire and Democracy is having a further meeting with Royal Mail to discuss postal votes, and we are leaving Royal Mail in no doubt about our expectations in that space.