Royal Mail: Performance

Debate between Catherine Fookes and Kate Dearden

Wednesday 21st October 2026 Westminster Hall

[The Minister for the Future of Work (Kate Dearden)]

Good afternoon, Ms Lewell; it is a pleasure to serve under your chairmanship. I congratulate the hon. Member for Lagan Valley (Sorcha Eastwood) on securing this debate about the performance of Royal Mail. She clearly outlined the issues in her constituency. She has heard directly from constituents about the inadequate service, and I thank her for bringing that to the Chamber, as I thank other colleagues for doing the same. This is not the first debate on Royal Mail in the House, but it is my first debate as the Minister responsible, and it is a pleasure to respond to it. I take this part of my brief extremely seriously, and I hear the challenges we are working through loud and clear.

Royal Mail should be a cornerstone of our national infrastructure, serving every address in the UK under its universal service obligation. As we have heard, people and businesses continue to rely on its services every single day, and posties are such valued members of the communities they serve. Royal Mail is an independent business, and the Government are not involved in its day-to-day operations or resolving specific service issues, but patience with its performance is wearing thin. Colleagues will have heard that loud and clear from the Prime Minister at the Dispatch Box earlier this afternoon. Customers have every right to expect better.

Royal Mail must do more to restore confidence in its service. That is why I was frank in my meeting with the chief executive of Royal Mail last month, and will continue to be so for as long as necessary. We are clear that the service has been unacceptable for too long and that the pace of improvement must increase quickly. Although letter volumes have fallen from 20 billion items per year in the mid-2000s to 6.5 billion in 2025, the number of addresses served by the universal postal service has continued to grow, and we should reflect on that.

[Catherine Fookes]

I want to raise the issue of the prioritisation of parcels. As the Minister says, the volume of letters may have gone down, but the overall volume of items to deliver has not. She will be as worried as me that the number of people working in Royal Mail has reduced significantly, and many people are leaving because of low morale. What can she do to make Ofcom do more in this situation—for example, spot checks? Fines are obviously not working.

[Kate Dearden]

I thank my hon. Friend for raising those important points. I will shortly turn to the work we are doing with Ofcom and the engagement I have had with it so far.

Postal services remain absolutely essential, delivering everything from medical letters to financial information and birthday and greeting cards from loved ones—as well as, soon, Christmas cards. At the same time, the rapid increase from e-commerce over recent years has transformed the postal sector. Parcel volumes for 2025-26 reached 1.44 billion—a 7% increase from ’24-25. I am conscious that, with Christmas coming up soon, Royal Mail will be entering its busiest period of the year, as we have heard from colleagues. It is vital that it delivers a reliable service for its customers.

Royal Mail is an independent business, so responsibility for managing delivery operations, workforce deployment and local performance rests with its management, and it is best placed to investigate localised problems. However, I am all too aware that customers across the country continue to be let down by Royal Mail’s poor service. Many hon. Members receive correspondence from constituents highlighting their concerns and frustrations about Royal Mail’s performance, and colleagues have raised them today, as I have, too.