Royal Mail has put a £500 million price tag on rescuing its battered reputation for on-time delivery, unveiling a five-year recovery plan that will see Saturday second-class post wound down from May and thousands of part-time posties asked to take on full-time hours.
The pledge marks the first substantive operational reset under Czech billionaire Daniel Kretinsky, whose EP Group completed its £3.5 billion take-private of parent group International Distributions Services last year, lifting Britain’s letters monopoly off the London Stock Exchange after more than a decade as a quoted company.
Under the blueprint, the 510-year-old postal operator will spend £100 million a year creating the equivalent of 3,000 full-time delivery roles, achieved largely by persuading roughly 6,000 part-timers to lift their average week to 35 hours. The company has secured trade union backing for the package, no small feat in a business that has weathered some of the most bruising industrial disputes in recent British corporate history.
The numbers behind the overhaul lay bare just how far standards have slipped. Against a regulatory benchmark of delivering 93 per cent of first-class mail the next day, Royal Mail is currently managing 77 per cent, leaving nearly one letter in four arriving late. Second-class performance is little better, with 91 per cent landing on doormats within three days against a target of 98.5 per cent.
Ofcom has already softened the rulebook in the wake of the Kretinsky takeover, easing the universal service obligation to permit non-first-class items to be delivered on alternate days and trimming the regulatory targets to 90 per cent for next-day first-class and 95 per cent for three-day second-class. Royal Mail says it will hit those revised thresholds within twelve months of the new regime bedding in.
For SME owners and finance directors who have long complained that unreliable post is gumming up invoicing, contract delivery and customer correspondence, the proof will be in the doormat. The company’s own diagnosis pinpoints “completion rates of delivery routes” as the central failure, with an estimated 8 per cent of rounds either under-resourced or too unwieldy to be finished within the working day. A targeted shake-up of working practices is planned at the weakest performers among Royal Mail’s 1,200 delivery offices, with fresh recruitment focused on Oxford, Cambridge and London, where staff shortages have been most acute.
The pay backdrop is also instructive. Posties hired since 2022 are on the equivalent of £27,200 a year, around £1,800 below the £29,000 paid to longer-serving colleagues, a two-tier structure that has fuelled retention difficulties and which the move to fuller hours is designed, in part, to mitigate.
Alistair Cochrane, chief executive of Royal Mail, struck a contrite note. “We recognise our service hasn’t always been the standard our customers rightly expect and we’re determined to do better,” he said. His chairman went further when grilled by MPs in recent weeks, with Mr Kretinsky telling a parliamentary inquiry: “We are sorry for every letter that has arrived late,” before describing operations as “not perfect but not catastrophic”.
The political optics matter. The universal service obligation, baked in when David Cameron’s coalition floated Royal Mail in 2013, has been the convenient scapegoat for years of underperformance. With Ofcom now having loosened that corset, the excuses are wearing thin. Of Royal Mail’s 130,000-strong workforce, 80,000 are front-line delivery staff, and it is on their rounds that Mr Kretinsky’s £500 million bet will ultimately stand or fall.
For Britain’s small businesses, many of which still rely on the post for everything from cheques to compliance documents, the message from Mount Pleasant is one of cautious optimism. Whether the new owners can succeed where successive management teams have stumbled remains the open question.
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Royal Mail commits £500m to fix delivery failures as Kretinsky era takes shape