Performance of Royal Mail

Ian Roome Excerpts

Monday 26th October 2026 Commons Chamber

[Ian Roome (North Devon) (LD)]

Ilfracombe, Lee and Combe Martin on the North Devon coast continue to stand out as areas where residents are suffering repeated problems with postal deliveries. I want to highlight the reality on the ground.

A constituent wrote to me on 17 September to say that, after weeks without a Royal Mail delivery, she had driven several miles to the sorting office to collect her own post herself. She collected no fewer than 16 undelivered letters, including—as we have heard from many Members —notification of an NHS appointment. That letter was already a full week behind not just the date on the letter, but the actual appointment. The oldest letter in the bundle was from 14 August—nearly a full month out of date! I have visited that sorting office myself. The staff I met there were hard-working and dedicated, and I really struggle to believe that repeated Royal Mail service issues like this are their fault when similar issues are being reported right across the country, as many Members have stipulated tonight.

Local residents in Ilfracombe found it especially frustrating that mail posted to engage people in the town’s successful nomination for the title of UK Town of Culture 2028 did not reach residents in time. There is a pattern of post going undelivered owing to short staffing, parcels being given priority, and bundles of overdue letters turning up at a later date. Missing post can have terrible knock-on effects if people miss GP appointments, or cannot act on important legal or financial letters. A reliable service is important for farms and remote rural communities, which often suffer poor internet access and where people cannot easily visit their local high street. Along the north Devon coast, the postal network is heavily dependent on vehicles, and relies on retaining posties with strong local knowledge.

[Manuela Perteghella (Stratford-on-Avon) (LD)]

From coastal Devon to rural Warwickshire, we have the same issues. My constituents are not receiving letters on time. They are missing NHS appointments—really important appointments—documents are getting lost, and letters informing people of fines to be paid are arriving too late. We know that our postal workers are doing their best, and are working very hard in very difficult conditions. Does my hon. Friend agree that both Ofcom and Royal Mail need a radical overhaul?

[Ian Roome]

I thank the hon. Lady for describing so eloquently what is happening in her constituency. I think that Ofcom needs a few more teeth to enable it to engage with Royal Mail and hold it strongly to account.

I have met representatives of Royal Mail who insist that these problems are being ironed out, but it is clear that the postal service is falling well short of its obligation to deliver post on time in areas such as mine. I hope the Minister can answer the following questions. Do the Government believe that Ofcom has the enforcement powers that it needs to push Royal Mail on its quality of service? Does the Minister have a picture of whether certain areas or postcodes are particularly badly affected? What assurances can she give us that Royal Mail is being held to account over staffing levels? I am being told by posties that staffing is a big issue. What remedy do service users have when Royal Mail persistently fails to deliver the service that customers have paid for and residents deserve?