Royal Mail Facing Significant Staff Shortages, Union Claims

The Communication Workers Union (CWU) reports that approximately 400 postal workers are leaving Royal Mail each week, a figure that has reportedly increased since the company implemented a new delivery system, known as DM26, earlier this year. Prior to the rollout, the union stated the firm was losing around 330 staff weekly from its 83,000-strong workforce.

According to the CWU, the DM26 system, which reorganizes delivery routes to improve performance, is not functioning correctly in hundreds of Royal Mail offices. Staff have expressed concerns about a potentially difficult Christmas period due to increasing parcel volumes. Royal Mail, however, maintains that the reforms are essential for creating a more efficient and financially sustainable service.

The DM26 system allows for second-class mail to be delivered only every other weekday, while aiming to ensure first-class mail and parcels are delivered daily. This is achieved by grouping workers into teams of three and altering the walking patterns of delivery routes. Despite these aims, postal workers speaking anonymously have reported that parcels are being prioritized, letters are being left behind, and time is being lost in sorting mail by class.

DM26 has so far been introduced in approximately 1,000 of Royal Mail's 1,200 delivery offices. The CWU has advised its members to halt further rollout of the new system until a plan is agreed upon with Royal Mail to address the identified problems. While the union acknowledges the system is operating successfully in about 500 offices, it has encountered significant issues in hundreds of others.

The union indicated that many departing employees are new hires on part-time contracts, but also noted an increase in staff on legacy contracts leaving the company. Royal Mail stated that the new system is on track for full implementation by Christmas, with approximately 90% of offices already converted. The company claims this has improved daily delivery coverage to 95% of addresses, up from 88% before the rollout, and expects further quality improvements as the deployment progresses. Royal Mail is also hiring an additional 22,000 temporary workers for the Christmas season.

Royal Mail has been contending with increased competition and a decline in letter delivery demand. The company recently announced plans to cut 2,500 head office and supporting roles by the end of 2027. It has also faced criticism for slow letter deliveries, a problem that has persisted since the implementation of the new system. The regulator Ofcom has fined Royal Mail over £37 million in the past three years for failing to meet delivery targets. In response, some Members of Parliament are advocating for a new approach, with a group scheduled to meet with the regulator. Ofcom has confirmed it has not only issued fines but also demanded improvement plans and reformed the company's obligations, stating it will continue to hold Royal Mail accountable.