Royal Mail Delivery Office Closures

Helen Hayes Excerpts

Wednesday 11th October 2017 Westminster Hall

[Helen Hayes (Dulwich and West Norwood) (Lab)]

I beg to move,

That this House has considered Royal Mail delivery office closures.

It is a real pleasure to serve under your chairmanship, Mr Gapes. I was prompted to seek the debate because my constituency is threatened with the closure of two delivery offices, and I understand the impact that those closures will have on my constituents if they go ahead. I also want to highlight the wider pattern of delivery office closures, which affect not only my constituents but communities across the country, which I believe to be a direct, damaging consequence of the coalition Government’s decision to privatise Royal Mail in 2013.

Earlier this year, Royal Mail announced plans to close the West Norwood and East Dulwich delivery offices in my constituency. Since then, more than 1,000 local residents have contacted me to express their opposition to the closures, and many have also written to Royal Mail’s chief executive, Moya Greene. People from all walks of life have attended three public protests on the issue, among them wheelchair users, small business owners, home workers and many families and elderly residents who are keen to speak out on the impact that the loss of their local delivery office will have on them.

Royal Mail delivery offices are where the final stage in the mail sorting process takes place, the depots from which postal workers collect their rounds, and the front counter facilities where customers can collect parcels, recorded delivery mail and mail sent to a PO box address. Royal Mail argues that because a parcel can be left with a neighbour or have its delivery rescheduled, communities can manage without delivery offices, but there are many people for whom those options simply do not work, including those who work long hours; the many small business owners and sole traders who prefer to collect their mail from their local delivery office precisely because they can pick it up at a time of their choosing, allowing them to get on with other important meetings and errands rather than being tied inflexibly to a particular location; and people who simply do not have the time to be tied to their home just to wait for a delivery.

[Anna Turley (Redcar) (Lab/Co-op)]

I congratulate my hon. Friend on calling this debate. Does she agree that often the most vulnerable people—elderly people and so on—who are restricted by problematic public transport such as a lack of buses are also hit hard by these closures?

[Helen Hayes]

My hon. Friend’s intervention is well made. I will come on to talk about the impact that the closures will have on vulnerable constituents in my constituency and elsewhere.

[Kate Green (Stretford and Urmston) (Lab)]

I, too, congratulate my hon. Friend on securing the debate. Does she also agree that where offices are proposed for closure as part of wider regeneration plans, as is the case in my constituency in relation to Stretford sorting office, it is important that new public facilities are considered as part of that regeneration?

--- Later in debate ---

[Helen Hayes]

It is a problem across the country that where delivery offices are being closed, the receipts from the sale of that land are recouped entirely for the benefit of shareholders and not reinvested in alternative facilities for customers.

[Hilary Benn (Leeds Central) (Lab)]

I concur with the congratulations to my hon. Friend on securing the debate. Does she recognise that when Royal Mail argues, as it has in the case of the proposed closure of the Holbeck delivery office in my constituency, that it will

“improve facilities for our customers in the LS11 postcode area”,

that kind of comment provokes a hollow laugh on the part of residents who will have to travel much further, taking in some cases not one but two buses to pick up a letter or parcel from the office that Royal Mail now tells them they will have to go to, if the closure goes ahead? We are very much resisting the closure, together with the Communication Workers Union.

[Helen Hayes]

My right hon. Friend is right to make that point. Extended delivery hours at a location very far from where residents live is no substitute for having a facility directly in their community. That is exactly the issue we are debating.

There is also a significant problem for customers who pay to use the PO box service, for the confidentiality and convenience that provides, and for whom Royal Mail appears not to have accounted at all in its plans. Delivery offices are also part of the fabric of our communities. There is a strong relationship between Royal Mail staff and the customers they serve, which makes the institutions more than simply transactional in the role they play.

The closures Royal Mail is proposing in my constituency would severely restrict the accessibility of services for my constituents. Under the proposals, residents in the SE27 postcode area, who currently use the West Norwood delivery office, would be required to travel not to the next nearest delivery office, which is too small to accommodate the work from West Norwood, but to a delivery office three miles away, which requires them to take two different buses on congested roads: a journey that can easily take an hour each way, not accounting for the queuing time that will inevitably result from more mail being delivered at that delivery office.

[Phil Wilson (Sedgefield) (Lab)]

I congratulate my hon. Friend on securing the debate. I want to make an observation that I hope she will agree with. There is a general decline in our parcel service, which is exacerbated by the closures of facilities. I think 38% of parcels arrive late, 28% of parcels are left in insecure areas, and 28% of people get a note through the door saying that nobody was in when there was. What I find most difficult to accept is that all these closures have taken place without public consultation.

[Helen Hayes]

It is precisely my argument that Royal Mail needs to compete on quality, not simply seek to reduce its costs to survive in the competitive environment it finds itself in.

The impact is similar in East Dulwich, where residents will have to travel to Peckham to collect their post, to a delivery office that is not easy to find and which has no dedicated parking. In East Dulwich, it is accepted by staff that the current delivery office building is not fit for purpose, but that is only because of the immense growth in parcel deliveries at that location, which means that the workload has outgrown the site. That is only an argument for finding new premises in the SE22 postcode area, not an argument for forcing residents to travel longer distances to collect their mail.

[Jim Shannon (Strangford) (DUP)]

I congratulate the hon. Lady on bringing a very important issue to the House. I apologise that I will have to leave early—I have already apologised to the Chair and Minister. The hon. Lady refers to parcel services. A large number of constituents do not have access to the internet or computers or may not be computer literate. Therefore, when it comes to arranging delivery, they cannot use the alternatives of parcel lockers or click and collect. Does she feel that Royal Mail has not been fair to its bread-and-butter customers who have kept it going all these years?

[Helen Hayes]

The hon. Gentleman’s point is well made. I will come on to data that clearly prove that it is the overwhelming preference of customers to have parcels delivered to their home and not to any other location.

The much longer journeys will clearly be even more challenging for older people, disabled residents and those with very small children. As one of my constituents —a 77-year-old pensioner who cares full-time for her disabled adult daughter—has described in a letter to Moya Greene,

“this journey would be exhausting but since I do not drive and I am unable to afford a taxi, there would be no alternative to it.”

Royal Mail has argued that a need for modernisation is driving the changes, but when I visited the West Norwood delivery office during the very busy Christmas peak period it was clear that it is a modern, efficient working environment. The staff are dedicated and hard-working, and they provide an excellent service to their customers.

[Susan Elan Jones (Clwyd South) (Lab)]

I congratulate my hon. Friend on securing the debate. She speaks of distance. Does she agree that there will be a massive problem across rural Britain if this goes ahead? Royal Mail is supposed to be here to serve us, but on this it is not doing so.

[Helen Hayes]

I thank my hon. Friend very much for that intervention. The issue of distance applies in rural areas, but in urban areas congestion and journey time rather than distance are the impediment to accessibility. Her point is well made.

The issue is far from unique to my constituency. Between the privatisation of Royal Mail in October 2013 and May 2017, 142 delivery offices—10% of the network—have been closed, and more offices are at risk of closure. Royal Mail has sold more than £200 million-worth of property and it is expected to receive at least a further £500 million of receipts shortly. At the same time, it has paid out more than £800 million in dividends, with an annual dividend now running at more than £220 million. Its chief executive is paid an annual package worth £1.9 million.

Concerns were raised time and time again by Labour MPs during the passage of the Postal Services Act 2011 under the coalition Government that privatisation would place the motive of delivering profits for shareholders at the heart of the organisation and that that would drive down the quality of service for Royal Mail customers and compromise terms and conditions for staff. The Government argued that that would not happen, because the investment funds Royal Mail would be able to access as a consequence of privatisation would be significant, but that is exactly what has happened.

There is no doubt that the postal delivery market is extremely competitive and that Royal Mail is operating in a difficult context, but it is far from clear that Royal Mail’s approach makes good business sense. In addition to providing facilities for mail collection, delivery offices are the depots from which postal workers begin their rounds. Fewer delivery offices mean that postal workers will have further to travel from their base to their rounds, resulting in mail deliveries taking place later in the day.

Among Royal Mail’s customers there is demand for high-quality delivery services, in part fuelled by the continued growth in online shopping, which means that while the number of letters delivered has reduced, the number of parcels delivered is still growing every year. A recent Ofcom survey found that 70% of people still prefer their parcels to be delivered to their home, rather than to work or a click and collect facility. While many competitors offer increasingly short delivery time slots, Royal Mail services in many areas are becoming later, less predictable and therefore less convenient.

Royal Mail was privatised in a shambolic fashion. The coalition Government rushed through the privatisation, with the then Chancellor desperate for funds to prop up his failing austerity agenda. In their rush to sell, the Government grossly underestimated the value of Royal Mail, with its shares jumping 38% on the first day of trading and the taxpayer losing out to the tune of an estimated £1 billion, according to the Business, Innovation and Skills Committee. The Committee also set out how the Government failed to reap the benefits of the sale of Royal Mail assets included in the privatisation package. The Government ignored National Audit Office advice to remove those assets, notably the network of delivery offices, from the privatisation deal or to add clawback provisions on the future sale of properties. The Government valued three London sites at around £200 million, when the NAO thought they could be worth anywhere between £330 million and £830 million.

Royal Mail continues to sell sites across London at eye-watering prices, to no taxpayer benefit and with no reinvestment in its services to customers. I should be clear, however, that Royal Mail is mistaken if it believes that its site in West Norwood is a potentially lucrative housing site. The site is situated in Lambeth Council’s key industrial and business area, or KIBA, which provides strong protection to employment land uses. There is no possibility that Royal Mail will be able to sell that site for housing.

The Government also failed to define the universal service obligation beyond mail delivery, to secure an appropriate geographical distribution of delivery offices and the time and frequency of deliveries for the future. As a consequence, the social contract at the heart of Royal Mail’s relationship with the communities it serves has been broken. The organisation is orientated only toward profits, while at the same time alienating its workforce with a damaging attack on staff pensions and other terms and conditions. It is not acceptable that pensioners and disabled people in my constituency should have to travel an hour each way to collect their mail while £800 million is distributed to shareholders and the chief executive of Royal Mail is paid almost £2 million a year.

I call on the Government to recognise the scale of the problem, the aggressive approach that Royal Mail is taking to the disposal of its land assets and the total disregard that the organisation is showing for the customers and communities it was created to serve. If no action is taken, our postal delivery service will continue to be decimated and vulnerable residents, disabled people, parents with small children and small business owners will lose out the most. Privatisation is not working for Royal Mail’s customers or for postal workers, and it is time for the Government to take action. A Labour Government would take Royal Mail back into public sector ownership and replace profit with public service at the heart of the organisation.

Will the Minister commit to take action to safeguard delivery offices and the services that communities across the country rely on, and intervene to regulate Royal Mail? Will the Minister also support my urgent call on Royal Mail to scrap its closure plans in West Norwood and East Dulwich, and ensure that its vital services remain accessible to my constituents in SE27 and SE22, and across the country?

[Several hon. Members rose—]

--- Later in debate ---

[The Parliamentary Under-Secretary of State for Business, Energy and Industrial Strategy (Margot James)]

It is a pleasure to serve under your chairmanship, Mr Gapes. I congratulate the hon. Member for Dulwich and West Norwood (Helen Hayes) on securing today’s important debate at which some crucial issues facing the Royal Mail and the public that it serves have been raised. The Government recognise the crucial role that postal services play in communities across the country. The relocation and closure process that is the subject of the debate has dominated discussion. I would like to respond to some of the points made.

There are very good drivers for running an efficient and effective delivery service. Proposed relocations or closures of delivery offices are part of Royal Mail’s ongoing business transformation, which aims to meet changing customer expectations, increase efficiency and, yes, keep costs under control. Royal Mail always engages with its people and the trade unions before any decision to close a delivery office is taken. It also writes to the local MP and issues a press release, to provide an opportunity for wider public engagement, which is taken into account in the final decision-making process. The same goes for the Post Office.

[Helen Hayes]

It has been my experience in my constituency that the lack of an obligation on Royal Mail itself to consult the public is a huge omission in that process. Royal Mail relies on notifying the local MP and assuming that the news will somehow get out. Of course we make a noise about it, but that is no substitute for the organisation itself consulting and engaging with the public it serves. Will the Minister comment on that?

[Margot James]

I thank the hon. Lady for her question. I will take that point back to Royal Mail. I have been given the impression that the consultation requirements for changes such as the relocations and closures that we are discussing are the same for Royal Mail as they are for the Post Office. If that has not been the case in her constituency, I will raise that issue directly with Royal Mail.

Many local residents and businesses rely on the convenient facility that Royal Mail offers for the collection of parcels and items of mail. Where closure or relocation is necessary, Royal Mail takes care to ensure that there will be no impact on deliveries to its customers. I recognise from comments that have been made in the debate that there is a strong feeling that that statement does not seem to transmit to Members present or, possibly, to the wider public.

The postmen and women who deliver to the postcode areas covered by a relocated delivery office will continue to serve the local community. Customers do not have to visit a delivery office to collect items of mail if they are unable to do so or are not at home when Royal Mail first attempts delivery. The hon. Member for East Dunbartonshire (Jo Swinson) raised concerns about the alternative methods that are in place, which I will run through before I come to her proposal. Royal Mail has put in place a variety of options to ensure that customers get their deliveries in the most convenient way possible. It will always attempt to leave an item with a neighbour in the first instance, and customers may nominate a neighbour to take in their parcel. It is also possible for customers to arrange a delivery free of charge on a day that is convenient for them, including Saturdays. A further option is to arrange for the item to be delivered to a different address in the same postcode area. Those are several ways in which Royal Mail has attempted to maintain customer service.

The hon. Lady proposed that local networks of delivery points, including post offices, should be considered. There is already an option to redirect mail to a post office —that is a paid-for service, for which I believe the charge is 70p—but I am sure that Royal Mail will be open to that suggestion and others, as it is determined to improve its customer service throughout this change process.

--- Later in debate ---

[Helen Hayes]

I thank all hon. Members who have contributed and taken the time to be here. I particularly thank everybody for their forbearance with the interruptions of the Division bell—including yourself, Mr Gapes. We are nearly at the end of the debate.

I pay particular tribute to my hon. Friend the Member for Coatbridge, Chryston and Bellshill (Hugh Gaffney), who spoke with such passion and conviction on the basis of his long experience working for Royal Mail. I join others in saying that I hope his career break from the Royal Mail will be significantly longer than five years, much as I am sure he is missed by his colleagues.

We have heard from many hon. Members, but notwithstanding the alternative provisions for parcel collection and redelivery that Royal Mail has put in place, those solutions simply do not work for many communities across the country. They certainly ring hollow with my constituents, as it is not the case that nobody ever needs to visit a delivery office. In my opening speech, I mentioned the situation for users of the PO box services, and the same applies to people who have to pay excess charges for their mail. There are reasons why it is sometimes essential to visit a Royal Mail delivery office.

The hon. Member for East Dunbartonshire (Jo Swinson) mentioned the possibility of using the network of post offices more for collection services. It is problematic that customers currently have to pay for that service. From my experience in negotiations with Royal Mail on the situation in my constituency, I know that often post offices do not have the physical capacity to cope with large numbers of parcels, so I think that is a flawed solution.

I come back to the issue that I started with. The problem in many communities is the erosion of the services that Royal Mail provides. What is being proposed in my constituency, if you understand its geography and how public transport works there, simply lacks all credibility as an approach to public service. I see an organisation that is putting profit at its heart and not its obligations to the public that it was set up to serve. Once again, I ask the Minister to consider whether the flawed decision to privatise Royal Mail is working for communities up and down the country—I maintain that it is not. Once again, I ask the Minister to consider intervening and using her good offices to secure the services that our communities rely on, and to think again about Royal Mail’s status in the private sector as a profit-making entity.

Question put and agreed to.

Resolved,

That this House has considered Royal Mail delivery office closures.