Performance of Royal Mail

Debate between Patricia Ferguson and Richard Foord

Monday 26th October 2026 Commons Chamber

[Patricia Ferguson (Glasgow West) (Lab)]

I thank my hon. Friend the Member for Redditch (Chris Bloore) for securing this debate. I will refer to a few things related to work done on the Scottish Affairs Committee, as well as briefly talk about the situation in my own constituency.

In June last year, our Committee looked at the work of Royal Mail, particularly the importance of the universal postal service to remote rural and island communities. We heard from Consumer Scotland, the Federation of Small Businesses, Ofcom and Royal Mail itself. The Committee heard how delays in the postal service can have particularly serious knock-on consequences for people in those communities. An appointment letter arriving late can leave someone without enough time to arrange transport to hospital, and that is often inter-island travel to hospital, and that can cause them to miss their appointment altogether. In an age when public services are increasingly accessed online, the postal service none the less remains essential for many Scots, because often our broadband connectivity and sometimes our digital skills can be limited.

We also heard how much people value their local postie, particularly where older residents in remote places have little other daily contact.

[Richard Foord (Honiton and Sidmouth) (LD)]

The hon. Member has just described a village in my constituency called Kentisbeare. Royal Mail threatened to sack or rather move the postie to a different walk, and the village petitioned to maintain the postie on the same walk. Does she recognise that these postal workers do fantastic work and are crucial in communities for maintaining people’s wellbeing?

[Patricia Ferguson]

The hon. Member is absolutely right about that. As we have heard, if we are to make improvements, we really need to listen to the people who are doing the job on the frontline.

For Scotland’s rural and less well connected communities, the universal service promise of one price to every address is especially important, as many other couriers impose varying levels of delivery surcharge, which are often extremely high in these communities.

The latest published UK figures for the first quarter of this financial year show that 85% of first-class mail arrived the next working day against a target of 90%, and 91% of second-class mail arrived within three working days against a target of 95%. However, the figures for Scotland show why these UK-wide averages cannot be the only measure. In the same quarter just 54% of stamped and metered first-class mail reached the Outer Hebrides the next working day and the figure for Lerwick in Shetland was only 25%, so we cannot rely on these averages as a measure.

There are real challenges in reaching the islands, including weather and transport connections, but the postcode areas covering these islands also remain exempt from the additional local first-class performance targets applied elsewhere. I would welcome an assurance from the Minister that the Government’s work with Royal Mail will include regular reporting on whether Scotland’s rural and remote areas are benefiting. That should cover second-class deliveries as well as first-class post.

I would also welcome an update on a practical issue. As we have heard, Royal Mail told the Committee about its NHS barcode, which is intended to help prioritise health letters. Royal Mail subsequently confirmed to us that uptake depended on individual NHS boards. It expects NHS boards to obtain new envelopes with those barcodes on. How widely are those barcodes being used across Scotland? Are they helping patients to receive their letters in time? My experience and that of my colleagues suggests not.

Our Committee’s inquiry was based on rural and remote communities, but the issues are remarkably similar in my own very urban constituency. We have heard about those problems today, such as people not receiving birthday cards or important appointment letters from the NHS. I frequently hear from constituents about long periods—10 days, 14 days, sometimes a month—where they receive no mail and perhaps only know about a hospital appointment because the hospital called to confirm it or because they subsequently found out that they had missed an appointment.

Having visited a nearby sorting office over the summer, I was struck by the physical restrictions of many sorting offices. These offices were often built for a letter service, but they are now struggling to deal with the physical size of parcels. One postie told me that he had been expected to deliver car tyres that had been ordered online. That suggests to me that there are serious questions about the health and safety of our posties in these sorting offices, and the conditions in which they are being expected to work. Royal Mail must consider the situation of its staff and its customers.

I support the motion’s call for the Government to work with Royal Mail to improve performance and to ensure a reliable service for all of Scotland’s communities. I hope that the Government will be creative when considering the way forward and will not rule out looking at issues such as those raised by my right hon. Friend the Member for Bristol North West (Darren Jones), because they are at least worth examining.