Performance of Royal Mail

Maureen Burke Excerpts

Monday 26th October 2026 Commons Chamber

[Maureen Burke (Glasgow North East) (Lab)]

Royal Mail was once widely respected and trusted, but it is now too often a cause of frustration and anger for our constituents. Year after year, Royal Mail is falling short of the targets it must meet by law, and the public’s patience is wearing thin. The danger is that at some point the business can no longer survive. While I have no desire to see that happen, we cannot keep making excuses or dismissing what my constituents are going through. They are missing appointments, receiving important news late, and being let down by a system that cannot be relied on to get the basics right.

Just over a year ago, the Scottish Affairs Committee, of which I am a member, held a session with Royal Mail, Ofcom and consumer groups. We were told then that work was under way to improve the service, but it is hard to see any sign of that on the ground. This year again, in most of Royal Mail’s Scottish postcode areas, it has missed its targets, and constituents continue to write to me about the problems they face. A late birthday card can be forgiven, but too often delivery delays affect more important mail. Royal Mail assured our Committee that a new NHS barcode would allow NHS letters to be picked out and given priority, yet NHS Greater Glasgow and Clyde has told me that it cannot use the barcode because it does not work with the Royal Mail system that is used for most of its letters.

Royal Mail presented the barcode system as an answer, but it is not working in practice. That has real consequences for my constituents. A disabled constituent recently told me that they no longer have the strength to complain. They have already been on to the sorting office and have seen no improvement. Right now, they are waiting on a letter about a home flu jab. Their post is so unreliable that they believe the letter will arrive late. Another constituent told me how they only realised that they had missed an NHS appointment when they spoke with the hospital directly. When they visited the sorting office, their letters were waiting there, still to be delivered, including one telling them about that appointment.

[Phil Brickell]

My hon. Friend is making a passionate contribution about the experience of her constituents and the real-life impact of Royal Mail’s failures. Does she agree that this is yet another prime example of why it is important to properly regulate a public service? Contrary to what some Members of this House may think, it is not bureaucracy or red tape; it is about securing the proper functioning of a public service.

[Maureen Burke]

I agree with my hon. Friend and thank him for his contribution.

Those are just two dreadful examples that show the heart of the problem. People are losing faith in the Royal Mail because it is letting them down when they need the service most. I know the postal world has changed. We keep in touch differently now, sending fewer letters and more emails around the world. Postal services are changing, but I do not believe that we want to end up in a situation like Denmark, where PostNord has stopped delivering letters altogether. I believe that the public want Royal Mail to have a future, but for that to be possible, management must take responsibility rather than just blame changes in how people use the service, or put the blame on posties.

People are being priced out, and Royal Mail is adding to their anger by putting up stamp prices. How can we expect people to use a service when research from Citizens Advice suggests that one in three adults would struggle to afford a book of first-class stamps? Equally, it will not be possible for the Royal Mail to meet standards with fewer staff, who feel undervalued, as the Communication Workers Union has said. When the previous board brought in lower wages, longer hours and poorer conditions for new staff, it made Royal Mail a less attractive place to work, with up to half of new staff leaving within the first year. Its owners must show that they understand what went wrong, or risk bringing the service closer to collapse.

I would like to sum up by saying this. I wish Royal Mail well and I pay tribute to Britain’s hard-working posties. Royal Mail is an institution and for many of my constituents it is a lifeline. That is why I hope that the promise from management to meet targets by early next year is signed for and delivered on time.

Employment Rights Bill

Maureen Burke Excerpts

Consideration of Lords amendments
Monday 15th September 2025 Commons Chamber

[Peter Kyle]

I am grateful to the right hon. Gentleman for the passion with which he speaks. That is a very important point, and that is why we are consulting on the time threshold; we want to get it right. As my predecessors and I have said repeatedly, this Bill is good for workers and good for business, and that is the spirit in which we will continue.

Let me move on to fire and rehire, on which hon. Members will know there has been a long-running campaign led by trade unions. The provisions in the Bill will ensure that employers are no longer able to use cruel fire and rehire practices. No longer will unscrupulous employers be able to fire employees to replace them on low pay. The Bill also ensures protection for employees replaced by non-employee workers, such as agency staff, to do the same role. As we said in our manifesto, these reforms are a pro-business, pro-worker set of measures. They strike a balance, curbing misuse while allowing fair businesses time for adaptation.

[Maureen Burke (Glasgow North East) (Lab)]

This Bill will make work fairer for thousands in my constituency. However, my constituents are worried that Conservative Members seek to water down this legislation. Can the Secretary of State confirm that the Government will resist their attempts and are committed to introducing the Bill in full?

[Peter Kyle]

I understand that there will be workers around the country who are worried about the watering down of such legislation. I reassure my hon. Friend that as long as they vote Labour, that will never happen.

In the other place, the Government made amendments to strengthen protections for social care workers and school support staff, ensuring that workers whose employers go above and beyond the minimum standards set out by the negotiating bodies will have those better terms protected.

Local Post Offices

Maureen Burke Excerpts

Thursday 30th January 2025 Commons Chamber

[Maureen Burke (Glasgow North East) (Lab)]

I thank the hon. Member for Taunton and Wellington (Gideon Amos) for securing this very timely debate on the future of post offices. Sadly, few of us have come here today with positive experiences; instead, alongside our constituents, we are concerned about the declining presence of post offices in our communities. In recent times the Post Office has been in the news for all the wrong reasons, with no worse example than the Horizon IT scandal—a shameful, unforgivable wrong done to 900 postmasters, which undermined public faith in the service.

However, public faith in the Post Office has been betrayed in other ways too. The recent speculation on the future of directly managed branches has caused genuine panic and concern to my constituents. I appreciate efforts by the Post Office to reassure people that no formal decision has yet been made, but I fully understand why so many of my constituents believe that closure or service reduction is inevitable. So many post offices have already shut their doors across the UK as the directly managed branch model has been replaced, and that shift towards franchising has left many communities fearing that the post office is no longer a permanent fixture in their high streets or shopping centres. That is because what was once a simple public service has increasingly had its future decided by profitability, rather than the needs and demands of the community, and yet for my constituents, the post office is more than just a place to send parcels and letters; it represents a trusted and valued institution. That is why the Post Office has been around for nearly 400 years.

When Post Office officials emailed me to say that directly managed branches were flawed because they had “no retail offering”, it felt as though there was a disconnect between those who use the service and those who manage it. The No. 1 duty of the post office should be to provide a public service. Whether retail offerings are available in addition should be a secondary consideration, not something motivating the closure or outsourcing of these branches.

Given the news that WH Smith, which manages around 200 post offices, is looking to sell all its high street stores, the franchising model ought to be reviewed as a matter of urgency. I was already concerned about the future of our post offices, but this news only compounds my fears. As with the directly managed branches, my thoughts are with those employed in the WH Smith branches, who will be feeling anxious about what this news means for them. Post Office officials have confirmed that they are in talks with relevant trade unions regarding the ongoing consultation, but I sincerely hope that those are genuine discussions and that the concerns of the workforce are listened to carefully.

In an area such as Springburn, which already has a high unemployment rate, it would be unacceptable for local jobs to be lost. The Springburn Crown post office is the last directly managed branch in my constituency. It occupies a space in Springburn shopping centre, which is well connected and well used by people across the north-east of Glasgow. I recently met the community group Spirit of Springburn to discuss the future of the Crown post office. The community are rightly worried about what closure would mean and raised with me their concerns about the detrimental impact it would have on not just Springburn but the wider north-east of Glasgow. They reminded me that not long ago, the Springburn area had four bank branches. All those branches have now closed—a familiar story in constituencies across the UK, as the last Government presided over 9,500 bank branch closures. Those closures caused massive damage to our high streets and shopping centres and made banking much more difficult for too many. When those closures occurred, the post office was always designated as the place for people to continue to access their bank. In fact, when Lloyds bank announced yesterday plans to close its own high street stores, it said that people should go to the post office to continue using banking services, but how can people do that if there are no local post offices left?

The reality is that Springburn Crown post office really is the last bank in town, and now even that is at risk. It is profoundly unfair for my constituents to find themselves in this worrying situation, and they deserve urgent reassurance that Springburn post office will not close. That is the appeal I am making to the Government today, and it is also the case being made by the local community. Indeed, the vice-chair of Spirit of Springburn, Emma Porter, has written to the Secretary of State for Business and Trade to do just that—

[Madam Deputy Speaker (Caroline Nokes)]

Order. The hon. Lady will recognise that she was on a time limit, and in order to accommodate all the other Members who wish to speak, I am going to reduce it to five minutes. I call Matt Vickers.