Christmas cards ‘at risk of February delivery’

HOUSEHOLDS face Christmas cards arriving in February, industry sources have claimed, as a poll revealed almost half of the public have experienced Royal Mail delays.

Today is the last day that post can arrive in time for Christmas but Royal Mail has been fined this year for consistently failing to meet delivery targets.

A poll for The Daily Telegraph has found that 49 per cent of respondents had experienced delays this year and 48 per cent said service had deteriorated.

Royal Mail has also faced accusations of prioritising parcels over letters as they are more profitable. Industry sources told The Telegraph that Christmas gifts in parcels were likely to reach their destinations in time for Christmas Day – however, it was claimed letters could be delivered as late as February.

However, a spokesman for Royal Mail said the firm “would like to reassure customers that the vast majority of mail continues to be delivered on time. According to our latest published data, three quarters of first-class mail arrives the following day, and 96 per cent within three of posting.”

Christmas and the festive period is traditionally the Royal Mail’s busiest of the year but last month it reported a £319 million operating loss for the first six months of 2023-24, a period in which it was crippled by industrial action. The Telegraph poll of more than 4,600 respondents, conducted by Consumer Intelligence, reveals the true extent of customer dissatisfaction. One in four of those surveyed said they used the postal service at least once a week – with over four in 10 of 18-24-year-olds posting something this frequently. Experts believe a rise in online shopping could be behind these stats.

However, 2,279 respondents – 49 per cent of who took part – said they had experienced delays. The results were particularly bad in the north west of the country – where 55 per cent said their post had been delayed in the past year.

Martyn James, a consumer expert, said: “Every single person I speak to tells me how poor their postal service has become in the last year.

“Many are experiencing huge delays,

with some people reporting deliveries only arriving in clumps weeks after posting. By far the biggest complaint is the missed appointment. A late letter can mean the difference between getting a potentially serious medical condition assessed and treated to going to the back of a very long queue again.”

Just under three in ten respondents across the country said they were less trusting of Royal Mail than they were in December 2022. Under regulator Ofcom’s rules, Royal Mail is required to deliver 93 per cent of first-class mail within one working day and 98.5 per cent of second-class mail within three working days. However, a dismal performance in 2022-3 saw Royal Mail only deliver 73.7 per cent of first-class mail and 90.7 per cent of second-class mail on time – and it was fined £5.6 million as a result. Ofcom is reviewing whether changes need to be made to the universal service – legislation currently requires Royal Mail to deliver letters six days a week (Mon-Sat) and parcels five days a week (Mon-Fri).

A Communication Workers Union spokesman said: “Royal Mail and senior executive management have overseen the destruction of the universal service obligation and letter delivery service.

Many offices have seen mail stockpiled and delivered in bulk on random days. This is because the previous leadership of the company did not want to deliver letters. The new CEO has shown a willingness to work with the union and workers to change the direction of the company. This is welcomed and must now feel change at a local level.

“Postal workers are doing their very best to service customers and should be applauded for their efforts.” A Royal Mail spokesman said 96 per cent of firstclass mail arrives within three days of posting.

He added: “We have implemented significant changes to drive forward improvements and bring our service to a standard our customers expect. This is an ongoing process as we work to transform our business to reflect the needs of modern postal users.”