Postal workers across the UK have accused Royal Mail of encouraging practices designed to make delivery performance appear stronger than it is, as the company faces mounting scrutiny over persistent delays.
Employees speaking anonymously said managers routinely instructed them to “take the mail for a ride”, a phrase used to describe removing undelivered letters from view during inspections so delivery rounds appear complete.
The allegations come ahead of a parliamentary session where Royal Mail executives are due to be questioned by MPs over the deterioration in service levels, which has affected millions of customers.
Workers from multiple delivery offices told the BBC that when they raised concerns about workload, particularly the growing volume of parcels compared with letters, they were often told to prioritise parcels and temporarily remove letters from sight.
In some cases, undelivered mail was reportedly placed into trolleys and moved elsewhere in the depot during inspections, before being returned for delivery the following day.
One worker described the practice as “embarrassing and deceitful”, adding that it allowed managers to claim rounds had been completed even when letters had not been delivered.
Others said the approach was used to avoid scrutiny from senior management and external inspectors, effectively masking operational shortfalls.
Royal Mail has a legal obligation to deliver first-class mail six days a week, but recent performance has fallen significantly short of regulatory targets.
In the 2024–25 financial year, the company delivered just 77% of first-class mail on time, against a target of 93%. Second-class performance also missed its benchmark, reaching 92.5% compared with a 98.5% target.
The regulator Ofcom has already fined Royal Mail £37 million in recent years and warned that further penalties are likely if service levels do not improve.
Royal Mail has strongly rejected the allegations, stating that the claims “do not reflect how our delivery operations work”.
A spokesperson said the company would investigate any specific cases raised and insisted that the vast majority of mail, around 92%, is delivered on time. It added that where local issues arise, efforts are made to restore normal service quickly.
However, the Communication Workers’ Union (CWU) said the problems stem from deeper structural issues, including low pay, staffing shortages and what it described as a “toxic managerial culture”.
The union warned that recruitment and retention challenges have left many delivery offices understaffed, placing unsustainable pressure on workers and contributing to declining service standards.
The ongoing delays are having tangible consequences for the public, with reports of missed hospital appointments, delayed legal documents and disrupted personal communications.
Workers say morale has deteriorated sharply, with many reporting stress, sickness absence and a sense that workloads are “impossible” to complete.
In areas where Royal Mail has piloted a new delivery model, including reduced frequency for second-class mail, staff told the BBC conditions had not improved, with some suggesting the system had worsened operational pressures.
Royal Mail, however, maintains that the pilot has increased delivery reliability, claiming the proportion of addresses receiving mail each day has risen from around 92% to 97%.
The dispute highlights the wider challenges facing the UK’s postal system, as traditional letter volumes decline and parcel deliveries, driven by e-commerce, become the dominant part of the business.
Royal Mail has argued that delivery rules must evolve to reflect this shift, including reducing the frequency of second-class deliveries to improve efficiency and financial sustainability.
For now, the allegations of hidden mail add a new layer of controversy to an already embattled service, with MPs expected to press for answers on both operational practices and the long-term future of the UK’s universal postal obligation.
