Postal Services: Standards
The question
To ask the Secretary of State for Business, Innovation, Science and Trade, what steps the Government is taking to hold Royal Mail senior management accountable for statutory delivery performance targets.
Answered by Department for Business, Innovation, Science and Trade
The government has been clear that Royal Mail’s quality of service has not been good enough.
The Government has discussed Royal Mail’s performance with the company and Ofcom, as the independent regulator, and they know there is more to do to improve stability and reliability for customers, but it is welcome that the most recently released quality of service figures, for Q1 26/27, show an improvement.
Ofcom has opened an investigation into Royal Mail’s quality of service performance for 2025-26 and Royal Mail has published a quality of service improvement plan alongside a £500 million investment into frontline resourcing.
The government will continue to press royal Mail for improvements in service quality.
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