Performance of Royal Mail

Bradley Thomas Excerpts

Monday 26th October 2026 Commons Chamber

[Bradley Thomas (Bromsgrove) (Con)]

I thank the hon. Member for Redditch (Chris Bloore), my constituency neighbour, and the hon. Member for Lichfield (Dave Robertson), who I know feels strongly and passionately about this issue. Indeed, we have spoken many times outside the Chamber about our mutual woes over the lack of performance on the part of Royal Mail.

We are all aware of the importance of a reliable postal service. It keeps isolated and digitally excluded people connected, sustains relationships between loved ones during special times, and serves as the foundational communication network for vital public services such as the NHS. Hearing Members on both sides of the House speak about Royal Mail with such great concern, I was struck by the fact that it has become a topic that unites the House.

Last week in Westminster Hall, Members heard about the array of problems that constituencies across the country are experiencing with Royal Mail. In my own constituency, residents of Bromsgrove and the villages are experiencing critical disruptions to their mail deliveries, the most prevalent being weeks of no post, only for them then to receive a bundle of outdated and expired letters. The problems range from missed NHS appointments and bank cards being reported lost to elusive household bills and overdue birthday cards. I think we also heard about a missed job opportunity as a result of postal delays. This is not just a matter of inconvenience; it is a matter of profound disruption that could and should have been avoided.

Shockingly, in a survey that I conducted in my constituency, 87% of respondents believed that the service they were receiving was not reliable, and 96% believed that Royal Mail's postal delivery service needed improvement.

[Josh Fenton-Glynn]

I wonder whether that 96% of the hon. Gentleman’s constituents would agree with me that perhaps his party’s privatisation of Royal Mail was a mistake in the first place. Perhaps he would like to apologise for that.

[Bradley Thomas]

We have heard a great deal about nationalisation this evening, but I am pretty sure that my constituents believe the state should not be the actor that, in the first instance, provides the vast majority of services. The state does not have the best track record of providing everything. In this instance, it is incumbent on the Minister and the Government to ensure that Ofcom and Royal Mail are held to account, and that we see a tangible improvement programme.

I know, as well as Members on both sides of the House, that people in north Worcestershire are experiencing comparable problems. Having made that further reference to my constituency neighbour the hon. Member for Redditch, I will cut across north Worcestershire to the other neighbouring constituency, that of my hon. Friend the Member for Wyre Forest (Mark Garnier). People there are experiencing those problems as well—I know that, because I spoke to my hon. Friend today—resulting in financial losses for some of his constituents, and missed appointments as well.

I understand that Royal Mail, along with many other businesses, will be facing pressing issues, including surging bill costs and increased bureaucratic red tape. May I ask the Minister whether the Government have discussed with Royal Mail specifically the impact of soaring bills and employment costs on the company’s ability to deliver services, and, in particular, challenges relating to recruitment? It is clear, however, that, especially in recent years, the business has lost its way, and in the last 18 months that has become particularly acute.

Royal Mail has a rich history. It is a 500-year-old institution, but it has failed to demonstrate an ability to adapt in recent years to society’s changing needs. Royal Mail will undoubtedly press that demand has changed. This evening we have heard many instances of parcels being prioritised over letters, which should not be the case. Over the last decade, we have seen technological advances that have undoubtedly had a significant impact on the way that people and businesses communicate, but the stats for Royal Mail are not in its favour. In 2024-25, first-class post hit a 77% service level against a 93% target, and second-class hit a 92.5% service level against a 98.5% target. That was enough for Ofcom to deem that Royal Mail was in breach of its obligations. In 2025-26, we saw 75.7% of first-class items delivered the next day—short of the 93% target—and 90.2% of second-class items delivered within three days, against a target of 98.5%.

[Luke Murphy]

The shadow Minister points to the figures since 2024-25 and refers specifically to the last 18 months, but Royal Mail was fined £5.6 million in 2023 and nearly double that amount in 2024. Does he not recognise that the Conservative Government failed to grip this issue?

[Bradley Thomas]

What I recognise is that the problem is getting worse. As I have mentioned, it is incumbent on the Government to get a grip of the situation. I hope that the Government have heard loud and clear the concerns from Members across the House, regardless of political party, about what their constituents are facing, and that the Minister will address those concerns shortly.

[Kirsty Blackman]

Will the hon. Gentleman join calls for more granular data, so that we can ensure that every constituency is represented in the data? Some Members have talked specifically about towns and villages, where I appreciate that there is an issue, but there is also an issue in cities. A number of us who represent cities have said that we have problems.

[Bradley Thomas]

That is a point I will touch on with regard to transparency levels.

There have been seven stamp price rises in four years, with the price of a first-class stamp having doubled since 2022. It is clear that residents in my constituency, and those represented by Members from across the House, are paying a first-class price for a second-class service. If consumers are expected to pay higher prices for a service, they rightly expect such a service to deliver on its promises, yet residents face a much different reality from what Royal Mail claims. Its local performance target of 87% of first-class post being delivered the next working day was achieved in only 42 of the 118 postcode areas—a statistic that resonates with my constituents and those of many Members here today. Every industry has a level of standard that it is expected to meet, and Royal Mail should not be any different, but it is failing. It is time for accountability and material action in order to deliver tangible results.

Alongside the stark statistics that have been quoted, the House will have heard me and other Members express strong discontent in Westminster Hall last week about the report earlier this year that Royal Mail will deliver 219 million letters late. With NHS waiting lists already too long, we cannot afford for more appointments to be missed due to late letter delivery. With the cost of living already debilitating families across the country, they cannot afford missed payment charges due to delayed bill arrival.

To be clear, and in common with Members from across the House, I do not believe that the fault lies with the hard-working posties who serve our communities. We are grateful for all that they do to keep us connected, but action must be taken by the highest levels of management to quickly address the real-life experiences that are depleting customer confidence. Management are failing and, speaking from my own personal experience, I am sick and tired of the platitudes that come from Royal Mail. I echo and share the concerns of Members from across the House.

In Westminster Hall last week, the Minister shared that she has been frank in her meetings with the chief executive of Royal Mail and will continue to do so for as long as necessary. However, with Christmas, the busiest time of year for postal services, only 60 days away, it is time for immediate action, not more meetings and passing the blame back and forth. Something that needs to be focused on is transparency around local delivery data, as has been suggested in the Chamber this evening. Can the Minister outline the material steps the Government are taking, alongside Ofcom, to ensure an improved service is delivered as quickly as possible? Do they have confidence that Royal Mail’s improvement plan will deliver the needed changes promptly? At what point is the service so bad that the Government decide that further action is necessary?

Expecting what you paid for is a basic standard, not an unreasonable demand. The public are tired of a failing service that continues to worsen, disrupting daily routines and tarnishing its former reputation for reliability. This is a matter of national importance about a national institution, and I believe all our constituents would like to know specifically how the Government are working with Royal Mail and Ofcom to take concrete steps to correct these issues to restore public confidence.