Exclusive:'Unacceptable standards' as just half of first-class mail delivered in a day in the Highlands and islands
The SNP is calling for the UK Government and Ofcom to investigate the disparities in targets.
Royal Mail has been accused of “unacceptable standards” as almost half of first-class deliveries are not made within a day in the Highlands and islands.
Only 54.2 per cent of first-class deliveries are received within one day in the Outer Hebrides, and 61.4 per cent in PA postcodes, which includes Argyll and some western isles. It falls to 53.9 per cent in Orkney and Caithness, and just 31.7 per cent in Shetland.
The target is 93 per cent, but it has not been hit for 10 years. It has not gone above 82 per cent since the coronavirus pandemic.
The SNP said the UK Government and Ofcom must investigate this as at least 70 per cent of first-class mail arrives within 24 hours in the south-east of England.
Jenni Minto, the MSP for Argyll and Bute, said: “Year on year the service provided by Royal Mail continues to diminish - the damage done to this vital service impacts those in rural communities hardest.
“The decision to sell off Royal Mail by Westminster was short-sighted and neglectful. It is not a surprise it’s been over a decade since they last met their targets.
“What is most concerning is that parts of Scotland, particularly the Highlands and islands, have seen the level of service they receive drop far below that of southern England.
“It is time for the UK Labour government to take their heads out of the sand and press Ofcom into finally holding Royal Mail to account for this unacceptable level of service.”
Orkney, Shetland and the Outer Hebrides are exempt from these first-class targets “due to remoteness and logistical demands”. Ofcom says “it would not be reasonable to ask Royal Mail to meet this target in these areas” - however, these areas are not exempt from second-class delivery targets.
Ofcom said it “shares the deep frustrations” of customers in the Highlands and islands who have been impacted by Royal Mail’s “poor delivery”.
A spokesman said: “We’re currently investigating Royal Mail’s failure to meet its latest delivery targets.
“As well as fining Royal Mail more than £37 million in recent years for failing to deliver what customers expect and deserve, we also demanded that the company publish a credible improvement plan, backed by investment from its owners.
“In response, Royal Mail committed to return performance back to the regulated targets by April 2027, and to invest £500m over the next five years.
“While the company is now making progress through its improvement plan, we will continue to hold it to account.”
Royal Mail says its most recent figures show 77.9 per cent of deliveries were made within one day in the Inverness postcode area, and 80.2 per cent in the mainland parts of the Kirkwall postcode.
A spokesperson said: “We take our responsibility to communities across the Highlands and islands very seriously and remain committed to providing a reliable postal service.
“Serving island communities involves some of the most complex routes in the UK, with deliveries often dependent on external ferry and air links. These can be disrupted at short notice and, unlike many mainland routes, there may be few immediate alternatives.
“Our teams monitor transport links closely, use contingency arrangements wherever possible and work to move any affected mail at the earliest available opportunity.”
A spokesman for the UK Department of Business and Trade said: “Ministers have been clear with Royal Mail that services haven’t met the expectations of customers for quite some time now.
“It is particularly important that their service to rural and island communities improves.
“We expect Ofcom, as the independent regulator of postal services, will take an active interest in their performance across the country.”
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