Performance of Royal Mail

Victoria Collins Excerpts

Monday 26th October 2026 Commons Chamber

[Victoria Collins (Harpenden and Berkhamsted) (LD)]

I thank the hon. Members for Redditch (Chris Bloore) and for Lichfield (Dave Robertson) for securing this very important debate.

As has been highlighted, the post is not a nostalgic luxury. For millions of people it is how the hospital tells them when their appointment is, how the banks send their statements, and how they find out about their benefits. People need to know that their post will arrive on time so that they can go about their lives. As the hon. Member for Calder Valley (Josh Fenton-Glynn) eloquently put it, it is also about that human connection in a world where we feel disconnected. I am sure that many Members know the impact of a handwritten note, especially to constituents who are having a difficult time or facing difficult issues. It really does make a difference.

We also know, as so many Members have highlighted, that the posties are working hard to get us our post, but Royal Mail is letting them down. I have so many incredible posties, but I would like to give a special shout out to postman Paul. Members would not be surprised to think that Postman Pat had jumped out of the TV and arrived in Tring with Jess the cat in tow, because Paul delivers not only letters and parcels but joy to residents and visitors alike—a special thank you to him.

In Harpenden and Berkhamsted, I have Gordon and Evina from Jersey Farm who told me that they had gone 10 days without a single letter—so many Members have highlighted this—and then their postwoman arrived with a bundle of 12 or 13. Among them was an invite to my local surgery which—just as the hon. Member for North Somerset (Sadik Al-Hassan) highlighted—had already happened. They had already complained about the postal service. They raised the issue with me too and I continue to raise it, but the problem has not been fixed. It clearly goes on.

Another constituent in Jersey Farm, Irene, had no post for seven days and then 35 items in one go, including a new debit card. She also had to face severe delays in receiving a letter relating to a recent hospital appointment on how to take certain medicines. When people such as Irene and her husband rely on letters about regular medical appointments, there cannot afford to be delays. A constituent in Sandridge said that they are lucky to get one delivery a week—the House has highlighted that, unfortunately, that is quite a good delivery service—and that should not be happening in 2026.

Those are not isolated stories. They are happening up and down the country. Citizens Advice found that over Christmas 16 million people had letters delayed. I cannot remember which Member it was who asked at which Christmas this issue would get sorted out, but it is a very good question. We have 5.7 million people who have suffered serious consequences, including missed health appointments, fines and benefit decisions. A third of people who use Royal Mail recognised exactly what Gordon and Evina described: no post for several weeks and then five or more letters landing at once. The sorry saga of Royal Mail delays has been going on for far too long and people are rightly furious. Royal Mail is simply not delivering the service it is required to provide. It has missed both its first and second-class targets every year since 2021-22. Last year, just 75.7% of first-class letters arrived the next day, against a target of 93%.

The regulator has not got a grip. As the Business and Trade Committee put it:

“Ofcom is failing as the statutory regulator of the postal service”.

It could not even tell Parliament how many letters were arriving late. Instead of holding Royal Mail to account, Ofcom lowered the bar. It cut second-class deliveries to alternate weekdays and relaxed the targets. The Liberal Democrats warned at the time that this was letting Royal Mail off the hook. In the first three months, Royal Mail missed even those lower targets. It now says it will not meet them until April 2027.

Somehow, people are paying more for less. A first-class stamp now costs £1.80. In 2022, it was 95p. That is seven price rises in four years for a service that keeps getting worse. Many have highlighted that parcels are getting delivered but I would also highlight, as someone who ran an online business and whose mother had an online business, that products are also sent in letters. Something that has not been touched on much is the impact this situation is having on small businesses. I know this from first-hand experience. The cost is extortionate and with small margins it is killing a lot of businesses. The terrible service is also killing small businesses, when they have to compete with online services such as Amazon. This is a key service for people and businesses, and they do not need excuses; they need action.

Will the Minister commit herself tonight to consulting on new powers and teeth for Ofcom? Will she ask Royal Mail to publish performance levels for every delivery office, so that residents such as those in Jersey Farm and the many others mentioned by Members can judge for themselves? We must hold Royal Mail’s owners to their promises and fix the frontline. The Government say that they have secured legally binding commitments from EP Group to invest enough to deliver the universal service. When the Minister does meet Royal Mail, will she put the failing delivery officers at the top of the agenda, ensure that the agreements with postal workers are kept, and report back to the House with a timetable?

When post does not arrive, people miss appointments, pay fines that they never knew about, and lose faith that anything works. Christmas, Royal Mail’s busiest time of the year, is only weeks away, so this must be sorted out before then—but we all know that it will not be, and we will keep standing up for residents until it is.

Let me again thank all our wonderful posties who will be working so hard to deliver. We must ensure that Royal Mail does not let them or our local residents down.

[Madam Deputy Speaker (Ms Nusrat Ghani)]

I call the shadow Minister.