Royal Mail has published a Quality of Service Improvement Plan, committing to invest £500m (US$676m) over five years to improve delivery performance across its universal service.
The plan follows agreements with the Communication Workers Union (CWU) and Unite CMA on implementing regulatory changes introduced by Ofcom.
A central element is the rollout of a new delivery model, scheduled to begin in May, subject to a consultative ballot by CWU members. The model is designed to address delivery route completion rates, identified as a key factor behind delays.
Under the changes, Second Class and other non-First Class letters will be delivered every other weekday, while First Class mail will continue to be delivered six days a week. Parcel deliveries will remain available up to seven days a week.
Royal Mail said the investment will be funded through savings generated by the revised service model and is equivalent to around 3,000 full-time delivery roles annually. It also includes provisions for approximately 6,000 part-time workers to increase their working hours.
“I’m pleased we’ve reached agreement with our unions on the rollout of a new Universal Service delivery model, which will deliver a better, more reliable service,” said Alistair Cochrane, CEO of Royal Mail.
“We recognize our service hasn’t always been the standard our customers rightly expect and we’re determined to do better.”
The plan sets out a 12-month timeline for improving delivery performance in line with revised Ofcom targets, which came into effect on April 1, 2026. These include delivering 90% of First Class letters the next day and 95% of Second Class letters within three days.
Royal Mail aims to reach interim milestones of around 85% next-day delivery for First Class mail and 93% for Second Class within nine months, and achieve the full targets within 12 months.
Additional measures include targeted support for underperforming delivery offices, investment to manage staff absences and enhanced daily performance monitoring.
The rollout of the new delivery model will take place over five to six months across approximately 1,200 delivery offices. Pilot programs conducted at 35 sites last year informed the final approach.
Royal Mail said customers will be updated on progress throughout the rollout as it works toward improving service consistency.
In related news, Royal Mail and CWU reach agreement on USO reform