Why change is needed
As the UK’s designated Universal Service provider, Royal Mail is the only company required to deliver a one‑price‑goes‑anywhere service for letters and parcels to the UK’s 32 million addresses.
Letters continue to play an important role in society because they provide a trusted, inclusive and effective way to communicate, underpinning public services, democracy and business. However, the way letters are used has changed significantly over the past 20 years:
- Letter volumes have declined from around 20 billion a year at their peak in 2004/05 to 6.3 billion in 2024/25.
- Over the same period, the number of addresses we serve has increased by around four million, meaning delivery routes are longer and more complex.
In July 2025, Ofcom approved targeted changes to the Universal Service regulations to enable Royal Mail to adapt to these structural shifts. The Royal Mail has also reached agreement with its unions – CWU and Unite CMA – on the rollout of a new Universal Service delivery model, subject to a CWU member ballot.
What is changing
The key change is that non‑First Class letters will be delivered every other weekday (Monday to Friday). First Class letters will continue to be delivered six days a week (Monday to Saturday). Parcels will continue to be delivered up to seven days a week
To support this, Royal Mail has piloted a new way of working in 35 delivery offices during 2025/26. Learnings from these pilots have been incorporated into the new operating model. Royal Mail will start piloting the new delivery model changes in 240 of our 1,200 delivery offices while the CWU ballot is taking place.
How we will deploy the changes
This is a significant operational change, spanning 1,200 delivery offices. Deployment will therefore take place on a phased basis over the next 5–6 months, with service performance improving over time as the new model beds in.
How we will measure success
Royal Mail has also emphasised that Improving Quality of Service is a core priority. To support this, it is committing £500 million of investment over the next five years, equivalent to around 3,000 full‑time posties each year. This includes opportunities for around 6,000 part‑time posties to increase their average weekly hours, helping to ensure routes are fully covered every day.
Royal Mail has also set clear, measurable targets:
- Improve First Class next‑day delivery to around 85% within 9 months, and 90% within 12 months of deployment.
- Improve Second Class delivery to around 93% within 9 months, and 95% within 12 months of deployment.
Progress will be tracked against these milestones as Royal Mail deploy its plan.
Looking ahead
Through Universal Service reform and sustained investment in its network, its people and delivery options – including lockers and upgraded postboxes – Royal Mail says it is confident it will be in a stronger position to provide a more reliable, convenient and customer‑focused service in the years ahead.
Further information and updates can be found: https://www.internationaldistributionservices.com/en/regulation/universal-service-obligation/the-future-of-letter-deliveries/
