Royal Mail losing 400 postal workers a week, says union

The Communication Workers Union (CWU) reports that Royal Mail is experiencing a substantial loss of approximately 400 postal workers each week. This trend coincides with the implementation of a new delivery system, DM26, earlier this year.

Prior to the introduction of DM26, the workforce of 83,000 was already losing around 330 postal staff weekly. The DM26 initiative aimed to reorganize delivery routes to enhance overall performance.

The CWU asserts that the strategy is failing in numerous offices, and staff members have expressed concerns about a challenging Christmas season ahead, particularly due to the anticipated surge in parcel deliveries.

Royal Mail maintains that these reforms are integral to creating a more "efficient and financially sustainable" service.

Over the past year, BBC Your Voice has engaged with over 30 postal employees from all four nations of the UK who have transitioned to the DM26 system. This new method stipulates that second class post is only delivered every other weekday, while first class mail and parcels are expected to be delivered daily. This is achieved by grouping workers into teams of three and modifying their delivery routes.

However, postal workers, who wish to remain anonymous, report ongoing prioritization of parcels, which often leads to letters being left undelivered, and time wasted in sorting mail into first and second class categories.

"I didn't take any first class mail out on my last shift because I was on a road that's been behind for weeks," shared a worker from the West Midlands. "But I'm sure a manager would have ticked a box to say all first class mail went out."

A representative from Royal Mail stated that the organization consistently aims to ensure timely delivery of all mail, encompassing both letters and parcels.

Some postal workers have indicated that the new model has resulted in an increased workload. Eight workers across different areas have been monitoring their average step counts, noting that since the switch, their daily steps have risen by 25% to 33%, often reaching around 25,000 steps.

There are widespread fears that this Christmas season could be the most challenging yet. "We all think this will be the worst Christmas ever, for us and our customers," remarked one postman from the East Midlands.

Bryn Dymott, who delivered mail in Wootton, Bedfordshire, for nine years, departed the company in July, citing concerns over the potential for another "shambolic" holiday season. "People send things through the post with the expectation that they will be delivered, not delayed due to Royal Mail's inadequate systems and staffing," Bryn stated.

He felt compelled to speak out after leaving the company, expressing frustration that postal workers are not able to communicate the reality of their situation. He criticized the company for attempting to manage the workload of four individuals with just three employees, a situation he believes should come as no surprise.

'A boat taking on water'

Thus far, DM26 has been deployed in approximately 1,000 of Royal Mail's 1,200 delivery offices. The CWU has advised its members to halt the further rollout of this system until a resolution can be reached with Royal Mail to address prevailing issues.

While the union acknowledges that DM26 operates effectively in around 500 offices, it has encountered considerable difficulties in hundreds of others. "Put simply, if a boat is already taking on water, adding more passengers is unlikely to solve the problem," commented Martin Walsh of the CWU.

The union has observed that the majority of departing Royal Mail employees are believed to be new hires on part-time contracts, alongside a notable increase in exits among long-serving staff.

In contrast, Royal Mail asserts that the new delivery system is on schedule to be fully implemented in all offices by Christmas and claims the rollout is now 90% complete, reporting successful delivery to 95% of addresses daily across the UK, an improvement from 88% prior to the implementation. The company anticipates that the quality of service will enhance further as deployment continues.

As is customary during the holiday season, Royal Mail is hiring an additional 22,000 temporary workers to support its operations.

In recent years, the company has contended with intensified competition and declining demand for letter deliveries. Last week, Royal Mail announced plans to eliminate 2,500 head office and other ancillary roles by the end of 2027.

The organization has faced continued criticism from politicians and the public regarding the speed of letter deliveries—a situation that persists since the rollout of the new system. Ofcom, the regulatory body, has fined Royal Mail over £37 million in the past three years for failing to meet delivery targets.

Some MPs believe a new strategy is required and are scheduled to meet with the regulator to explore solutions. "We need to think outside the box," asserted Labour MP Dave Robertson for Lichfield, Burntwood, and the Villages in Staffordshire. "We need to bring as many stakeholders to the table to develop a long-term solution because the current approach has proven inadequate."

An Ofcom spokesperson stated that they have not only imposed fines on Royal Mail in recent years but have also mandated an improvement plan and made reforms to the company's obligations, emphasizing, "We will continue to hold it accountable using the full extent of our powers."

Postal Services Minister Kate Dearden acknowledged that Royal Mail's improvement plan is "a step in the right direction," but stressed it must yield tangible benefits for customers, asserting, "We will remain vigilant in holding them accountable for their performance."