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Fermanagh and Omagh District Council is to write to Royal Mail amid concerns of the prioritisation of parcel delivery over letters which has led to people missing out on long-awaited medical appointments and other important notifications.
The matter was raised at the most recent meeting by Sinn Féin Councillor Sheamus Greene, who said:
“I’m told there’s now a policy that letters are just delivered once a week as parcels are being prioritised.
“Numerous people have missed hospital and benefits appointments because letters are coming days afterwards.”
He proposed asking Royal Mail to explain this because:
“The Health Service doesn’t need people missing appointments, but to do so because letters haven’t arrived on time has become a huge issue, especially in rural areas.”
This was seconded by party colleague, Councillor Debbie Coyle, and supported by Ulster Unionist Councillor Victor Warrington, who said:
“This is a problem which I previously highlighted around a year ago, when I too was informed parcels were being prioritised over letters.
“This has led to numerous problems in our area.”
The proposal passed unanimously.
Meanwhile, the Local Democracy Reporting Service contacted the Consumer Council, who set out how Royal Mail is the sole designated universal service provider for delivering letters and parcels to all addresses across the United Kingdom.
The Universal Service Obligation (USO) requires Royal Mail to deliver both first- and second-class letters six days a week, at a one-price-goes-anywhere tariff, with first-class letters guaranteed next-day delivery.
As part of the USO, Royal Mail have a quality-of-service target of 93 per cent for first-class mail delivered within one working day, and 98.5 per cent for second-class mail delivered within three working days.
Over the quarter from July 1 to September 29, 2024, Royal Mail delivered 76.3 per cent of first-class mail within one working day, and 92.6 per cent second-class mail arrived within three working days.
The Consumer Council commissioned research, entitled ‘Qualitative Study on the Impact on Consumers of Changes to Royal Mail’s USO’ in 2023, which highlighted how missing the quality-of-service targets has impacted consumers in Northern Ireland.
Examples include the following:
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Participants tended to use first-class services, despite being more expensive than second-class (there was a strong perception that first-class no longer meant delivery the following day, as it had in the past).
The Consumer Council added it contacted Royal Mail last month around resourcing and the impact on deliveries in Fermanagh and South Tyrone.
Royal Mail advised that mail deliveries to these areas are taking place to the majority of addresses, six days a week when there is mail to deliver, and if this is not possible, mail will be delivered the next working day.
In regard to the prioritising of parcels over letters, Royal Mail shared that at busy times it may be necessary to clear parcels first because they need more space to sort or store, helping to keep the mail moving and ensure staff safety.
Royal Mail advised their aim is to deliver all items on time, whether letters or parcels.
The Consumer Council can support consumers with complaints in relation to postal services.
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