Royal Mail Service Quality Results: Union Statement

COMMUNICATION WORKERS UNION
20/02/2026
FOR IMMEDIATE RELEASE

Responding to the release of Royal Mail’s latest service quality results, Communication Workers Union General Secretary Dave Ward said: “These results prove conclusively that the company’s failure to deliver for customers is a long-term problem.

“These failures are due to a recruitment crisis that has been caused by the decision to impose low wages and poor conditions on new starters in 2022.

“This devaluing of a postal workers job, combined with a toxic managerial culture, has created chaos and demoralisation in almost every workplace across the country.

“The company will claim that the delays can only be resolved if the USO reform is implemented immediately.

“However, Royal Mail’s proposal for implementing the new changes will only make matters worse and will result in Ofcom fining the company out of existence.

“The CU has long accepted the need for change to our postal system and has put forward a workable, affordable solution that will keep more posties on their local deliveries, with a more manageable workload that will ensure improvements to service quality.

“To end this chaos, we are calling on Ofcom, the government, Daniel Kretinsky and EP Group to align with postal workers on a vision for Royal Mail that will keep the postal service sustainable for the long-term future.

“The CWU will continue to push for the voices of frontline postal workers to be heard by politicians, the media and the company itself, until we are able to resolve this crisis.”

ENDS

For further information or press requests, please contact CWU Press Officer Marcus Barnett on mbarnett@cwu.org.