Postwatch proves UK Royal Mail final collection times are unreliable

Over 20,000 post boxes every day are emptied up to 15 minutes before
the time shown for the last collection.

Customers have no way of knowing whether the last collection has happened.

Over half of all post boxes do not direct customers to the nearest late collection post box.

Postwatch, the consumer watchdog for postal services, today published independent research, which shows that the final collection times shown on post boxes are unreliable. The watchdog wants the Regulator to amend Royal Mail’s licence to add a standard of service for timely collections.

Peter Carr, Chairman of Postwatch, commenting on the research findings said: ”Royal Mail should care that they are not providing information that their customers want. Removing the metal tabs system was an error. They should admit this and work on restoring them. Likewise the Royal Mail should own up to giving their customers unhelpful advice on the nearest later post box collection.

“The research findings were shared with Royal Mail in early November in the hope
they would agree change was necessary. Royal Mail defy logic by maintaining that
customers can safely assume that 1st class mail posted before the last collection time shown will be delivered next day. It won’t be!

“We will continue to use every opportunity to press the case for change. Collections from post boxes should be covered by a licence standard of service and we will be asking the Regulator to take up this suggestion. I have also brought the research to the attention of the Trading Standards Institute.

“Customers who find themselves wondering if the last collection has been made
should complain to Royal Mail by calling 08457 740 740 and ask for the metal tab
system to be reintroduced. Customers sent on needlessly long journeys should also voice their annoyance.”

There are about 116,000 postboxes in the UK. The key results of the research are:

18% of post boxes were emptied up to 15 minutes before the last collection time shown.

45% of post boxes are not emptied on or within 15 minutes of the time shown as the last collection time.

9% of postboxes reviewed were not emptied within the hour-long monitoring period.

18% of post boxes were emptied between 15 and 45 minutes after the last collection time shown.

For 55% of the post boxes monitored there was a closer post box with a later collection time that could be reached more easily than the later collection box referred to on the post box.

The average time taken to reach the ‘official’ later collection point by public
transport was 57.4 minutes and cost £2.55.

The average walking time to a nearer post box with a later collection time was
13.5 minutes. The average walking time to the ‘official’ later collection point
was 33.4 minutes. Therefore it was 2.5 times further than those to a nearer
alternative.

There was a 57% chance of reaching the ‘official’ late post box in time for the
last collection.

26% of the time it was not possible to reach the official later collection point by public transport. In rural areas this rose to 46%.