Ofcom is proposing a package of reforms to the Universal Service Obligation (USO) on Royal Mail, and changes to Royal Mail's obligation to provide access to its letter network. These changes are intended to ensure the USO's financial sustainability as the volume of letters declines even while the number of addresses served increases. Letters sent by bulk mail (which includes NHS letters) are outside the USO, but Royal Mail is required by regulation to deliver these letters and corresponding changes to this service are also proposed.
There are no proposed changes to:
- The one-price-goes-anywhere service to all parts of the United Kingdom.
- First-class letters delivered six days a week (Monday to Saturday).
- Parcels delivered up to seven days a week.
- The option of first-class and second-class letters and parcels.
The proposed changes are:
Changes to the delivery frequency of second-class letters: Royal Mail would deliver second-class letters within three days of posting (D+3), five days a week (Monday to Friday), instead of six days a week (Monday to Saturday).
Quality of service: new reliability targets would be introduced, with 90% of first-class mail required to be delivered next day and 99.5% within three days of posting; and 95% of second-class mail required to be delivered within three days and 99.5% within five days of posting.
Access letters obligation: Royal Mail is introducing a new access service to be delivered within three days of posting (D+3), five days a week (Monday to Friday), instead of the current six days a week (Monday to Saturday). The existing D+2 access service for priority bulk mail will continue while the changes are implemented and may be reviewed at a later date. Ofcom is also proposing to remove Saturday delivery from Economy Access (D+5) mail.
Ofcom will publish a statement in the summer following consultation. Royal Mail is currently piloting the changes, and if the proposals go ahead, we expect wider implementation would begin from summer 2025.
It is important to consider the potential impact of the changes for more time critical mail. For example, some services won't deliver post on a Saturday and therefore additional time may be needed to take account of the time between sending and delivery. Trusts might also want to consider using alternative methods such as contacting patients through digital methods or using first-class mail in some circumstances.
NHS England, NHS Providers, Healthwatch, National Voices and the Patients Association have worked with Royal Mail to ensure the needs of patients and health services continue to be met when considering any changes to the postal service.