Performance of Royal Mail

Tom Morrison Excerpts

Monday 26th October 2026 Commons Chamber

[Mr Tom Morrison (Cheadle) (LD)]

I thank the hon. Member for Lichfield (Dave Robertson) for securing this important debate.

Six months ago, in a Westminster Hall debate, I talked about how bad the Royal Mail service in my constituency had become. I talked about how residents had missed medical appointments, bills and other important documents because of the service’s inability to get its primary job done. I also mentioned how contacting Royal Mail with these issues rarely led to a satisfactory response, or even a response at all. Members from across the House will be less than surprised to learn that following that debate, I immediately had an email from Royal Mail saying its representatives wanted to meet and were only too keen to engage with the issues that my constituents were facing. I met them and they told me all about Royal Mail’s plans to get the situation fixed, but six months on, clearly none of that has turned out to be true.

Since then, over 300 constituents have contacted me to tell me in detail how the problem has affected them personally. Wayne wrote to me about the struggles he has had managing his mother’s probate. He is still missing several documents and is worried about completing before the legal deadline. Susan’s husband has functional neurological disorder and has missed multiple medical appointments because of Royal Mail’s inability to deliver letters on time. Martin tried to remortgage his house, but the documents never arrived from his solicitor. Paul’s son missed a Department for Work and Pensions appointment because the confirmation letter never arrived. He was then sanctioned and will have no income for the month. These are real lives—these people are facing serious situations, all made worse because Royal Mail cannot do the job it is paid to do. How can we resolve this?

[Samantha Dixon (Chester North and Neston) (Lab)]

The hon. Gentleman talks eloquently about the effect of the poor service on our working and personal lives, but there is also an effect on our democracy. As next May’s local elections draw closer, voters will be watching their letterboxes for the arrival of their postal votes. In May 2025, some 2.4 million people—nearly one in five voters—registered for a postal vote, so I am seriously concerned about the impact of the service on the delivery of our democracy.

[Mr Morrison]

The hon. Member makes a really important point. We have seen through door knocking in my constituency that people are now less willing to take a postal vote, which could have real implications for our democratic process going forward.

How does this situation get resolved? I want to make it clear that this issue does not land at the feet of our postal workers.

[Claire Hazelgrove (Filton and Bradley Stoke) (Lab)]

I draw the House’s attention to my entry in the Register of Members’ Financial Interests regarding the CWU. On that precise point, does the hon. Gentleman agree that this really is not the fault of our dedicated postal workers? In fact, it is a real loss across the country, and certainly in my constituency, to see many dedicated and long-serving postal workers stepping away from roles that they have held for decades because of the uncertainty and the workload that they face.

[Mr Morrison]

The hon. Lady makes a really important point. Royal Mail used to be characterised by a really low turnover of staff, but that is changing rapidly, and the culture of the workplace is changing with it.

Following on from that point, I visited sorting offices in my constituency last year and talked through the issues that the postal workers faced. They work in incredibly hard conditions, but that is being made even worse, because senior management cannot get a grip. It is the so-called leaders at the top who are failing and leaving staff lower down to get the blame and angst from angry customers.

[Amanda Hack (North West Leicestershire) (Lab)]

I have also made visits to local sorting offices, and the super-frustrating thing to hear about the real issues we are having with services is that they were all foreseen. Colleagues in post offices across the country would have identified that they were going to be a problem. This issue was foreseen by the posties, so why did the management not listen? Does the hon. Member agree?

[Mr Morrison]

I completely agree. If we listened to the staff on the ground, a lot of these problems could have been foreseen.

[Sarah Dyke (Glastonbury and Somerton) (LD)]

I spoke the other day to a postie who covers a large delivery round in Glastonbury and Somerton. He told me that the posties’ handheld device monitors their every move, alerting managers if they are stuck in traffic, if they are waiting for an elderly resident to come to the door, if they are too slow and even if they are using the toilet. Royal Mail has admitted to using the tracking data in conduct cases. Does my hon. Friend agree that posties should be trusted, not monitored by machines, and that we should recognise them as key workers?

[Mr Morrison]

I have nothing to add to that. My hon. Friend has made a fantastic point, and I completely agree.

Ofcom also needs to take responsibility. Years of fines and damning verdicts have done nothing to resolve poor levels of service. Royal Mail has been given a free pass. Ofcom has allowed the company to relax its targets, yet it still missed both reduced targets in the first quarter of 2026-27. In any other line of work, that would not be acceptable, so why are the Government not acting? I implore the Minister: let us just get this done. The Government have to step in and take meaningful action either through giving Ofcom stronger powers that actually bite or through other means. Royal Mail is an iconic service known across the world, but its legacy is being completely trashed by the management at the top.

Let me end with two examples of how Royal Mail’s failures have impacted on lives in my constituency. Kate, who lives in Cheadle village, wrote to me:

“I missed an important medical appointment in mid-March as the letter never arrived. I had to rearrange the appointment, creating a delay of over a month to commence my treatment, this also complicated my travel plans and insurance. My GP surgery had to waste time chasing this up and then the GP had to re-refer me…the expensive scanner plus clinical and admin staff are not being used efficiently. This costs us all.”

Laura wrote to me and said that she had been diagnosed with cancer for a second time. She received an important hospital appointment letter the day after the appointment. Letters from her oncologist for treatment frequently arrive late, which adds to her stress during an unbelievably difficult time for her and her family. It is clear in Laura’s case just how crucial the universal postal service is to people’s lives; it is absolutely fundamental.

I hope that Royal Mail management is listening to this debate and begins to appreciate just how important it is that they get this job done properly. Just in case, I will be personally delivering the complaints that I have received from my constituents directly to Royal Mail headquarters—after all, with a postal service this bad, I might as well deliver them myself.

[Several hon. Members rose—]