Ryan FowlerWatering down Royal Mail delivery rules risks rewarding failure as millions hit by post delays, warns Citizens Advice.
New research from Citizens Advice reveals that 7.2 million people experienced delays in sending or receiving letters this spring, with 1.4 million facing serious consequences, including missed health appointments, legal documents, fines, and benefit decisions. The charity highlights the disproportionate impact on disabled people, who are nearly three times more likely to be affected by these delays.
John’s story exemplifies the issue. Currently unable to work due to cancer treatment, John missed out on nearly £300 because a crucial letter from the Department for Work and Pensions arrived two weeks late. “If the letter had arrived on time, I would have sent them a copy of my fit note and received the money on time,” John said, questioning the accountability within the postal service.
Citizens Advice has raised concerns about the decline in Royal Mail’s service standards for four consecutive years, despite routine investigations and fines by Ofcom. The charity warns that upcoming updates to the Universal Service Obligation (USO) from Ofcom could further weaken service standards without offering any benefits to consumers.
Dame Clare Moriarty, chief executive of Citizens Advice, stated, “Ofcom have sat by the sidelines for far too long and allowed letter delays and poor service to become business as usual at Royal Mail. The company has now missed its annual targets for nearly half a decade. Reforms can’t just be a disguise for cuts – the only options put forward will water down how Royal Mail delivers our post, saving the company millions but doing nothing for consumers.”
With a potential takeover of Royal Mail on the horizon, Citizens Advice stresses the importance of ensuring that any revised USO guarantees a universal, reliable, and affordable postal service for everyone. The charity argues that the future of the UK’s postal service hangs in the balance and urges Ofcom and the new government to take decisive action.
