The Strategic Mailing Partnership (SMP) has reaffirmed its commitment to working with the Royal Mail to improve service performance, restore confidence in the mail channel and support the long-term sustainability of the UK postal service.
The organisation said it had responded constructively to Royal Mail’s Quality of Service Improvement Plan and welcomed the agreement reached with the Communication Workers Union (CWU) on the deployment of Universal Service reform.
The Royal Mail’s agreement with the CWU establishes the workforce framework for delivery reform
Royal Mail’s Improvement Plan sets out a phased rollout of a new delivery model from May 2026, backed by £500 million of investment over five years. The plan focuses on improving route completion, which has been identified as a primary driver of service delays, with a target of reaching regulatory compliance by April 2027.
“Representing a significant proportion of UK mail volumes, SMP members are closely aligned with the long-term success of the channel and recognise the scale of the operational and structural challenges facing Royal Mail,” said Lucy Swanston, chair of the SMP. “These include declining letter volumes, increasing delivery complexity, and the need to adapt the Universal Service to remain financially sustainable.”
The SMP said the agreement between Royal Mail and the CWU provides an important foundation for implementation, supporting the rollout of Universal Service reform, introducing enhanced terms and conditions for workers, and enabling operational changes intended to improve delivery consistency.
Royal Mail will begin piloting Universal Service changes in 240 delivery offices during the CWU consultative ballot, before a full rollout across 1200 sites by December 2026. The model builds on learnings from 35 pilot locations.
The SMP has also highlighted pressures being felt across the mailing market, including reduced mail volumes, rising costs, disruption to campaign effectiveness and concerns around predictability and delivery performance. It said greater transparency, clearer communication and shared understanding of progress would be essential as changes are implemented.
“Our priority is to work constructively alongside Royal Mail to support the successful delivery of this plan. The mailing industry remains deeply invested in the channel, and by aligning around clear objectives, transparency, and shared accountability, we can help rebuild confidence and ensure mail continues to deliver value for businesses and consumers alike,” said Ms Swanston.
