Performance of Royal Mail

Chris Vince Excerpts

Monday 26th October 2026 Commons Chamber

[Sadik Al-Hassan (North Somerset) (Lab)]

The performance of Royal Mail is a matter of serious concern across North Somerset, where delivery failures are having real consequences for residents and businesses alike.

The problem is long standing in my constituency. In February, following a steady flow of correspondence, I launched a survey asking constituents about their experiences. I have worked constructively with local CWU representatives ever since to understand the pressures that Royal Mail faces and find practical solutions, and I am grateful for their engagement. Earlier this year, I also hosted a town hall, which made the issue painfully clear when many of my constituents received their invitations by post only after the event had taken place—three weeks after I had sent them out.

That is part of a wider pattern of delays eroding confidence in postal services across North Somerset, with Portishead and Nailsea particularly affected. The results of my survey are stark. Some 87% of respondents reported experiencing delays, with nearly half having waited between one and two weeks beyond the expected delivery date to receive a letter.

In September, I visited the Portishead delivery office and heard the voices of our amazing posties and CWU representatives. It is clear that Royal Mail is going through significant change as parcel volumes grow and the nature of the service evolves, and our posties are being asked to bridge structural problems that are not of their making. Locally, the service is also struggling with high vacancy levels. Across Bristol and North Somerset, staff shortages are preventing Royal Mail from delivering a business-as-usual service.

[Chris Vince (Harlow) (Lab/Co-op)]

My hon. Friend will appreciate that my constituency is some way from North Somerset. He will also appreciate that as a new town, Harlow has an intricate system of numbering houses on our estates, which means that having a regular postie who covers an estate on a regular basis is really important. Does he agree that when we lose posties in the way he describes, we also lose their experience of getting around an estate effectively, which adds to the increased challenges facing the postal service?

[Sadik Al-Hassan]

I have to agree with my hon. Friend, who is, as I hear often in the Chamber, a fantastic advocate for Harlow.

Royal Mail’s staff shortages expose the shortcomings of its new delivery model and the two-tier pay systems that are affecting retention, and help to explain—but not excuse—the delays that my residents are experiencing. We need a system that gives staff the time, resources and support to deliver reliably. That means enough workers, proper support for new starters, enough vans and hours, and delivery models that actually work in practice.

Although I would like to see tougher penalties when Royal Mail fails to meet its delivery targets, the fines issued by Ofcom have clearly not prompted change. This is not about faulting postal workers, who work amazingly hard; it is about holding the company accountable for a service that the public still rely on so heavily.

We cannot accept the current standard of service. Some 53% of respondents in my survey said that delayed deliveries had caused them to miss appointments or deadlines. As a pharmacist, I am particularly concerned about health consequences, as late letters increase the risk of missed appointments and put added strain on our NHS. For some people, a late letter is not simply an inconvenience—it is a health risk. Some steps that would make a real difference without placing undue burden on postal workers include notifying businesses when deliveries will not be made and providing for collection in exceptional circumstances.

Our posties are pillars of our community, working tirelessly in all weathers to deliver a vital service. I want to be clear that my concern is with the systemic problems in the postal system and not the amazing, dedicated individuals who deliver it.

I will continue working with local CWU representatives. Royal Mail must communicate better when deliveries cannot be made, consider local collection options and keep addressing the operational pressures behind these delays.

--- Later in debate ---

[Chris Vince]

My hon. Friend the Member for Coatbridge and Bellshill (Frank McNally) also mentioned the inconsistency when it comes to Royal Mail staff contracts, and Royal Mail staff in my Harlow constituency are very concerned. Will my hon. Friend touch on what needs to change?

[David Burton-Sampson]

My hon. Friend makes a fantastic point. The CWU, too, is deeply concerned about the differences in contracts, and it is working with Royal Mail towards contract harmonisation. Royal Mail has shown some desire to move towards that, but, like many others, I am concerned about the speed with which that will happen—and whether it will happen at all.

Royal Mail faces challenges on several levels. Through better employment practices, a more efficient delivery model and, most importantly, listening to their posties, the unions and residents, I am hopeful that for the first time in a while, there is a possible route to improvement in Southend. I thank Ministers, past and present, for working with me and other Members across the House on the issue and for the continued focus on holding Royal Mail to account. I will continue to work on this issue as hard as I can to ensure that my residents are getting the service that they are paying for and, to speak frankly, the service that is absolutely essential to so many.