On 15th December I met with senior officials from Royal Mail to discuss the recent problems with the post in West Lancashire. I arranged this meeting after receiving a significant number of complaints from constituents. It became clear that customers were experiencing various kinds of unsatisfactory service and that Royal Mail staff in the constituency were being asked to work under very trying conditions. I made clear to officials that I was very unhappy about this situation.

At the meeting, officials explained that the problems are mainly due to unusually high levels of sickness and a significant increase in the number of parcels needing to be delivered. They told me that they are hiring agency staff in order to plug the gap over Christmas, and assured me that all mail will be delivered before 23rd December. They also promised that long-term solutions will be in place by the end of February 2024.

Following this meeting, I am cautiously optimistic that the postal service will be on the mend sooner rather than later. Nonetheless, I have scheduled a follow-up meeting at the end of January to check on the progress being made, and between now and then I will continue to take up all individual complaints.

I have written a full statement to all constituents who contacted my office with complaints. Please see the statement below:

‘I met with senior managers at Royal Mail last Friday to discuss the significant complaints that I have received regarding the poor service in West Lancashire. I know that my constituents rely on Royal Mail and that many have experienced several instances of unsatisfactory service. The recurring issues have caused inconvenience and frustration for many within our community.

In an effort to address these concerns, I took the initiative to discuss these matters directly with senior managers at Royal Mail. During our meeting, I conveyed the growing number of complaints and the impact these service deficiencies have had on customers’ experiences. Royal Mail tell me that they have agency staff in place for the Christmas period and that they have new staff starting in January. They have assured me that all mail will be delivered by 23 December and that in Skelmersdale there will be a delivery at least every other day.

Royal Mail say that high levels of sickness at both the Skelmersdale and Ormskirk delivery offices have contributed to the problems and that having looked into the underlying reasons for this, they have put some support measures in place for staff. They also tell me that there has been a huge increase in parcels rather than letters which their delivery model has
struggled with. A plan for changing how deliveries are made that will tackle these problems is due to be in place by the end of February 2024.

It is my sincere hope that our discussion will lead to tangible improvements in the services provided by Royal Mail. As an organisation with a longstanding reputation for efficiency and reliability, I believe it is crucial to address these issues promptly to uphold the trust and satisfaction of their customers. I understand that addressing systemic challenges takes time and effort, and it remains to be seen whether the measures put in place to rectify the ongoing service issues are successful.

I am cautiously optimistic that the concerns I raised during the meeting will be given due consideration and that concrete steps will be taken to improve the quality and reliability of the services provided by Royal Mail. I have agreed to speak with them again at the end of January next year to see what progress has been made.’