Royal Mail has once again failed to meet its annual delivery targets.
Only 75.7 per cent of first-class mail arrived the next working day in the year to March 31, according to the latest quality of service report, falling short of regulator Ofcom’s target of 90 per cent.
In the previous year, 76.3 per cent of first-class mail met the next-day standard.
Second-class mail performance also declined, with 90.2 per cent delivered within three working days, down from 92.2 per cent the previous year and again below Ofcom’s target of 95 per cent.
Jamie Stephenson, chief operating officer at Royal Mail, said: “We’re putting significant investment into improving reliability and reaching these new delivery targets, but delivering lasting change across a network of this scale takes time.
“We have a plan to deploy the new delivery model to all delivery offices across the country by the Christmas peak period and have set clear targets for each quarter as changes are introduced across the network.
“Early performance this year shows we are tracking in line with the plan and moving in the right direction.”
Royal Mail attributed the disappointing results to a “challenging start” to the year, citing disruption from storms Goretti and Chandra as well as high levels of staff sickness due to flu during the winter.
The shortfall follows a £21 million fine issued by Ofcom in October for failing to meet targets in the previous reporting period.
Ofcom described the performance as “unacceptable” given that millions of important letters arrived late.
The delivery company has since promised improvement and recorded more positive results in recent weeks, consistently delivering over 80 per cent of first-class mail on time during April and May.
Royal Mail has pledged to meet new delivery targets by May next year as part of a plan to invest £500 million in the service over the next five years.
A new nationwide delivery model is being introduced, subject to union consultation, that includes scrapping Saturday deliveries of second-class post.
Second-class mail will instead be delivered every other weekday.
Royal Mail believes the changes and investment will enable it to reach 85 per cent next-day delivery for first-class mail within nine months, rising to 90 per cent within a year to meet Ofcom’s requirement.
The company also aims to deliver 93 per cent of second-class mail within three days within nine months, and to reach the 95 per cent target by May next year.
The Communication Workers Union (CWU) is currently balloting members on the proposed delivery model and investment plan.
The results of the ballot are expected on Friday.
