The Communication Workers Union (CWU) reports that Royal Mail is losing approximately 400 postal workers each week, an increase from the previous figure of 330 prior to the introduction of a new delivery system, DM26, earlier this year. The CWU asserts that the new system, which reorganizes delivery routes to enhance performance, is failing in many locations. Staff have expressed concerns about the upcoming holiday season, anticipating challenges due to an increase in parcel volume.
The DM26 system allows for second-class mail to be delivered every other weekday while ensuring first-class mail and parcels are delivered daily. However, some postal workers have reported that parcels are prioritized over letters, leading to delays in letter deliveries. One worker from the West Midlands noted that they did not take any first-class mail on their last shift due to backlog issues.
Royal Mail maintains that it strives to deliver all mail on time. However, reports indicate that only three-quarters of first-class mail is delivered within the expected timeframe. Workers have also noted an increase in their daily step counts since the implementation of DM26, with some tracking up to 25,000 steps a day.
Bryn Dymott, a former postal worker, left the company citing frustrations with the new system and the anticipated difficulties during the holiday season. He criticized the company's ability to manage workloads effectively with reduced staff.
The CWU has called for a pause in the rollout of DM26 until a plan can be established to address the issues faced by workers. While the union acknowledges that the system is functioning well in about 500 offices, it has encountered significant problems in many others. Martin Walsh from the CWU remarked on the challenges of increasing workloads without adequate staffing.
Royal Mail claims that the rollout of DM26 is 90% complete and that it is now delivering to 95% of addresses daily, an improvement from 88% before the rollout. The company plans to hire an additional 22,000 temporary workers for the Christmas season.
In recent years, Royal Mail has faced increased competition and declining demand for letter deliveries, leading to plans to cut 2,500 head office and supporting roles by the end of 2027. The company has also received fines from the regulator Ofcom for failing to meet delivery targets. Some MPs are advocating for a new approach to address ongoing delivery issues, emphasizing the need for collaborative solutions. Ofcom has stated it will continue to hold Royal Mail accountable for its performance, while Postal Services Minister Kate Dearden has called for tangible improvements for customers.