Performance of Royal Mail

David Burton-Sampson Excerpts

Monday 26th October 2026 Commons Chamber

[David Burton-Sampson (Southend West and Leigh) (Lab)]

I thank my hon. Friend the Member for Redditch (Chris Bloore) for securing the debate and my hon. Friends the Members for Lichfield (Dave Robertson) and for Corby and East Northamptonshire (Lee Barron), and many other hon. Members across the House, for their work on this matter. My constituents in Southend West and Leigh, like those of so many other hon. Members, have been rightfully disappointed in the service provided by Royal Mail. I concur with much of what I have heard.

Southend was the original pilot area for the optimised delivery model, so we have been experiencing these issues locally for well over a year. It was deeply concerning that the clear indications that the ODM was not working in Southend did not prevent it from being rolled out nationwide. It is increasingly frustrating for my constituents, who feel that they are not getting the service they are paying for. For many people, the poor service has been not just inconvenient but disastrous, and we have heard many stories tonight about how it has been replicated across the country.

NHS letters are not the only urgent post not being delivered. One constituent lost a job opportunity when a Disclosure and Barring Service certificate failed to arrive in time and another man, who was terminally ill, experienced unacceptable delays in receiving the paperwork he had requested to arrange his own funeral. I heard many such stories at a public meeting I held back in April, which gave residents the chance to put their concerns directly to Royal Mail’s regional management. Improvement was promised at the meeting, but guess what? It never came.

In July, I held a consultation, which received 122 responses in just a couple of days. I am sorry to say that the feedback was overwhelmingly negative. Of those 122, 102 said that they were “dissatisfied” or “very dissatisfied” with the postal service. Only one person considered the current standard of service acceptable.

Throughout this time, I have regularly met the CWU—the union that represents postal workers—and heard from it that postal workers in my constituency have been overworked, under immense pressure and unhappy with the standard of service they have been able to provide. They are equally unhappy at the massive variations between the old and new contracts, but I do not have time to talk about that.

I was heartened to hear—a bit of positivity—that after a visit in August, having requested my fourth visit to the depot, Southend sorting office, in partnership with CWU reps, was ready to trial a new system that would rebalance the round loads and help reinforce the local link between the postie and their area in an amendment to DM26 that is about to be rolled out. Posties are much more efficient when they know the layout of their rounds, so it is clearly not rocket science to have them on a dedicated round.

The trial took place in Leigh-on-Sea in my constituency. A month later, I was glad to visit the sorting office again and see the racks empty—but this time the CWU assured me that things had worked well and that, in that particular round, they were back in control. As of 19 October, the new system has been rolled out across our whole sorting office area. I will be keeping a watching brief, but it is showing real positive signs. I hope that those at Royal Mail will look at the success of the local pilot and roll it out across the rest of the country. If it is working, why would they not?

[Kirsty Blackman]

Does the hon. Member share my concern that Royal Mail bosses do not seem to want to improve the service? So many of my constituents are no longer posting anything because they do not believe that it is ever going to get there—the lack of service means that lots of people are turning away from the postal service completely. Does he feel that if Royal Mail continues down the route of putting DM26 in place without the amendments, people will give up on Royal Mail entirely and we will risk losing it totally?

[David Burton-Sampson]

I share those concerns. We have heard from Members across the House tonight that many people feel that Royal Mail is putting the service into a managed decline. We have to fight against that. The service is vital across the country, and we have to do everything we can to ensure that we do not lose it. Royal Mail has let people down for far too long, and it needs to work at speed to get things back on track.

It was great to see the Government’s announcement in September about cracking down on bogus self-employment. That is rightly a priority for the CWU. Delivery companies undercutting Royal Mail’s prices by mislabelling staff as self-employed to avoid statutory obligations—shifting costs on to workers so that nothing is covered—is unacceptable. Those companies do not cover sick pay, employer national insurance contributions, holidays or even the petrol used for deliveries. We do not want to see Royal Mail dragged down to that level. Our Government want everyone to enjoy security in their employment.

[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.