Royal Mail’s recent delivery performance has shown improvement but still falls short of regulatory expectations. The postal service has been working towards mitigating shortcomings as part of its ongoing restructuring efforts.
Notable Improvements Yet Below Targets
Between March and June, Royal Mail succeeded in delivering 85% of first-class items the following day. While this marks a significant increase from 76% during the same period in 2025, it remains below Ofcom’s target of 90%. Similarly, 91% of second-class deliveries were completed within three days, a slight increase from last year, yet it lags behind the regulator’s 95% goal.
Company’s Commitment to Regulation
Jamie Stephenson, Royal Mail’s Chief Operating Officer, highlighted that although the progress is promising, there is still substantial work ahead. The first-class performance exceeded expectations, whereas second-class deliveries are tracking according to the company’s improvement plan. A five-year investment strategy of £500 million aims to ensure compliance with Ofcom’s standards by May 2027.
Regulatory Challenges and Historical Issues
Royal Mail, under the ownership of International Distribution Services (IDS), has been navigating a competitive delivery market alongside declining letter volumes. The company has also faced substantial fines for unmet targets, including a £21 million penalty issued by Ofcom last October following shortcomings in 2024-25.
Facing Public Criticism
The firm continues to face scrutiny from both the public and officials for prolonged delivery times. Complaints have arisen from residents in areas such as Gloucestershire and Worcestershire, the latter seeing delays so extensive they led to missed hospital appointments. An ongoing investigation by Ofcom into Royal Mail’s delivery standards underscores these persistent challenges.
In March, reports emerged that postal workers were directed to manipulate mail movement to falsely reflect target achievements. Royal Mail has since apologised for prolonged delivery delays in Gloucester, admitting these service levels are “totally unacceptable”.
Acquiring IDS in 2025, Czech billionaire Daniel Kretinsky became a noteworthy stakeholder in Royal Mail’s ongoing efforts to meet industry benchmarks.
Reporting based on coverage first published by bbc.co.uk.