Approximately 400 postal workers are leaving Royal Mail each week, as reported by the Communication Workers Union (CWU). This figure has reportedly increased since the introduction of a new delivery system, DM26, earlier this year, which reorganized delivery routes to enhance performance. Prior to the rollout of DM26, the company was losing about 330 staff weekly from a workforce of 83,000.
The CWU claims that the new system is failing in numerous offices, and staff have expressed concerns about the upcoming holiday season, anticipating increased parcel volumes. Royal Mail states that the reforms aim to create a more efficient and financially sustainable service.
DM26 allows for second-class mail to be delivered every other weekday while ensuring first-class mail and parcels are delivered daily. The system involves grouping workers into teams of three and altering their walking patterns. However, some postal workers have reported that parcels are prioritized over letters, leading to delays in letter deliveries. One worker from the West Midlands stated, "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."
Royal Mail maintains that it strives to ensure timely delivery of all mail. Reports indicate that only 75% of first-class mail is delivered on time, with some postal workers claiming that the new model has increased their workload significantly. Workers have noted an increase in their daily step counts, with some reporting up to 25,000 steps.
Bryn Dymott, a former postal worker, left Royal Mail in July, citing concerns about the delivery system's effectiveness during the holiday season. He expressed frustration over the company's inability to manage workloads effectively, stating, "It shouldn't really come as a surprise."
The CWU has advised its members to pause the further rollout of DM26 until an agreement can be reached with Royal Mail to address ongoing issues. The union acknowledges that while the system is functioning well in around 500 offices, many others are experiencing significant problems.
Royal Mail claims that the rollout of DM26 is 90% complete and that it is now delivering to 95% of addresses daily across the UK, an increase from 88% prior to the rollout. The company plans to hire an additional 22,000 temporary workers for the Christmas season.
In recent years, Royal Mail has faced challenges due to increased competition and declining demand for letter deliveries. The company announced plans to cut 2,500 head office and supporting roles by the end of 2027. Additionally, Ofcom has fined Royal Mail over £37 million in the past three years for failing to meet delivery targets.
Some Members of Parliament are advocating for a new approach to address these ongoing issues, with discussions planned with the regulator. Postal Services Minister Kate Dearden stated that Royal Mail's improvement plan is a positive step but emphasized the need for tangible improvements for customers.