SMP calls for strengthened collaboration to support Royal Mail service improvement

Print Solutions

The Strategic Mailing Partnership (SMP) has reaffirmed its commitment to working closely with Royal Mail to restore confidence, improve service performance, and support the long term sustainability of the UK mail channel.

It has responded constructively to Royal Mail’s Quality of Service Improvement Plan and welcomed the agreement that has been reached with the Communication Workers Union (CWU) on the deployment of Universal Service reform. The SMP has also set out a clear intention to work collaboratively with the postal operator to support meaningful and sustained improvements across the market.

‘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. These include declining letter volumes, increasing delivery complexity, and the need to adapt the Universal Service to remain financially sustainable,’ said Lucy Swanston, chair of the SMP.

Royal Mail’s Improvement Plan outlines a phased rollout of a new delivery model from May 2026, supported by a £500 million investment over five years and a focus on improving route completion – identified as a primary driver of service delays. The plan aims to deliver measurable improvements in quality of service, with targets to reach regulatory compliance by April 2027.

The SMP has welcomed the direction of travel set out in the plan, alongside the recently agreed framework between Royal Mail and the CWU, which provides an important foundation for implementation. The agreement supports the rollout of Universal Service reform, introduces enhanced terms and conditions for workers, and enables operational changes designed to improve delivery consistency.

Royal Mail will begin piloting Universal Service changes in 240 delivery offices during the CWU consultative ballot, ahead of a full rollout across 1200 sites by December 2026. The new delivery model builds on learnings from 35 pilot locations.

Lucy continued, ‘Royal Mail’s Improvement Plan, and the framework agreed with the CWU, represent important and necessary steps towards stabilising and strengthening the Universal Service. As an industry, we recognise the challenges of the environment in which Royal Mail is operating and the scale of change required to deliver long term sustainability.’

The SMP has been proactive in communicating to Royal Mail regarding the real and immediate pressures currently being experienced across the market. These include reduced mail volumes, increased costs, disruption to campaign effectiveness, and growing concerns around predictability and confidence in delivery performance. In addition, it has articulated how these challenges are also influencing wider marketing channel decisions.

The SMP has also emphasised that addressing these issues requires not only operational improvement, but also greater transparency, clearer communication, and a shared understanding of performance and progress across the industry.

‘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 Lucy.

The SMP has also underlined the importance of maintaining open and consistent dialogue with Royal Mail as the plan is implemented, particularly as changes are rolled out across delivery offices nationwide.

The SMP will continue to engage closely with Royal Mail and its members to support the delivery of improvements, ensuring that the voice of the mailing industry is reflected in ongoing developments and that the channel remains a trusted and effective component of the UK’s communications landscape.

Lucy concluded, ‘It is vital that the industry has clear visibility of performance at a more granular level, alongside proactive communication around what customers can expect during this transition. This will enable businesses to plan effectively, advise clients with confidence, and continue to invest in the channel.

‘The SMP stands ready to support Royal Mail and its members in this process – not only in representing the experience of the market, but in actively contributing to the evolution of a more reliable, efficient and sustainable postal service for the UK.’You can access the Quality of Service Improvement Plan for the Postal Universal Service here: bit.ly/royalmailplan26