LTB 248/26 – Update on Delivery Model 26 (DM26)

[POSTMAN]

https://www.cwu.org/ltb/ltb-248-26-upda ... l-26-dm26/

LTB 248/26 – Update on Delivery Model 26 (DM26)
No. 248/26

17th September 2026

Dear Colleague,

UPDATE ON DELIVERY MODEL 26 (DM26)

Why the USO had to Change

Members will recall the background to the recent USO change. Last year, Ofcom reviewed Royal Mail’s financial and operational position and concluded that the existing USO model was no longer sustainable for a variety of reasons, including declining letter volumes and persistent quality of service challenges among others.

The CWU opposed Royal Mail’s original Optimised Delivery Model (ODM) because evidence from the 35 pilot sites demonstrated it was neither workable nor sustainable. Through negotiations, the union secured DM26 as a significantly better alternative.

The DM26 agreement delivers improved attendance patterns, additional duties and a commitment from Royal Mail to create 6,000 full-time equivalent opportunities. We are on target to achieve the 6000 number with over 400 delivery sites still to be deployed. The agreement also secured important protections, safeguards and review mechanisms throughout deployment.

Current Position on Implementation

As of 11th September 2026, 738 delivery units have deployed DM26, representing just over half of the delivery network. We have also confirmed that in March 2025 there were 50,835 routes in the RM systems and at end state in DM26 deployment there will be 54,531 routes – an increase of 3,696 routes.

Performance data shows that most deployed offices are maintaining and improving the quality of service and delivery point coverage compared with pre-deployment arrangements. This is also reflected in the fact with three weeks of the bonus quarter left that circa 300 of the earlier deployed units are on target to achieve a bonus based on achieving budget, achieving delivery point coverage quality target and/or tracked 24 and tracked 48 quality targets.

We also recognise that some offices continue to experience difficulties and resolving these units must remain the priority of the CWU.

No Agreed Resourcing Plan = No Deployment

CWU representatives are reminded that DM26 should not be deployed without an agreed resourcing plan. Rollout so far shows that deployment is significantly more successful where recruitment, resourcing and vacancy issues have been addressed in advance. In contrast those offices with unresolved resource gaps are far more likely to encounter operational difficulties.

Formal Review Process

The agreement introduces an enhanced review process, supported by live deployment data and clear eligibility for Start Time and Attendance Length Reviews.

Reviews will cover:

• Service performance.

• Delivery coverage and operation

s.

• Workload fairness.

• Attendance, safety and accidents.

• Productivity and resourcing.

• Surplus and contractual issues with an agreed plan to resolve these issues.

All outcomes must be jointly agreed by CWU and management, with unresolved issues escalated through the agreed governance process.

Conclusion

There is no doubt that this is the most significant change delivery postal workers have ever been asked to implement. We always recognised that not every unit would successfully deploy DM26 from day one. That is precisely why the agreement includes a robust formal review process. No unit can be signed off unless it meets all quality targets and is operating effectively. Only then can Royal Mail realise any potential savings.

Contrary to the impression created by some social media posts, it is simply not true that every DM26 unit is failing. Many units are performing better than they did under the previous model. Both the data and reports from our local representatives clearly demonstrate this.

Our representatives are working tirelessly to ensure that where units are experiencing problems, agreed improvement plans are put in place to make them successful. It is essential that we work collectively across the UK to ensure every deployed unit achieves the required quality standards and that the full terms of the National Agreement are applied, including all safeguards, protections and benefits it provides.

Any queries regarding this communication should be directed to the Deputy General Secretary (Postal) Department at hford@cwu.org.

Yours sincerely,

Martin Walsh

Deputy General Secretary (Postal)

[hazzeem025]

No Agreed Resourcing Plan = No Deployment

CWU representatives are reminded that DM26 should not be deployed without an agreed resourcing plan. Rollout so far shows that deployment is significantly more successful where recruitment, resourcing and vacancy issues have been addressed in advance. In contrast those offices with unresolved resource gaps are far more likely to encounter operational difficulties.

If that's the case why did our office rep and area rep let them force DM26 into our D.O when the office wasn't clear and we weren't fully staffed?! f***ing shambles. All of it.

[RHONE]

Same as above the rep didn't agree to a number of serious issues was put on hold for a week, and then went above rep & area rep and deployed anyway

[Perseus]

Exactly the same in ours. Large number of vacancies, but pushed through.

It almost sounds like it's optional.

These were assurances given to get people to get on board with DM26 - that it wouldn't be deployed until staffing was level. We basically have no floats or reserves and are back to 2 people covering 4 walks.

[toonshola]

Everything is fine. If you’re feeling more exhausted than you’ve ever felt in your life from this new model then don’t fret, Walsh is here with another reality denying LTB. If you’re looking around your office and seeing failed duty’s and staff at breaking point do not panic, it’s all addressed in the LTB. Don’t believe your body or your lying eyes. Put your trust in Walsh and Ward. They are the bastions of truth and if you disagree with their wisdom then your just some sort of keyboard warrior or social media trouble maker.
I’m doing 7000 more steps and I’m absolutely f****d at the end of a shift but I know I must be tricking myself as Walsh has the hard data, I’m just a pleb to be stomped on by management and CWU alike.

[raXor]

It wouldn't make any difference if an office was fully resourced before deciding to implement DM26 anyway. Within a day or two, people go off on the sick and the office gets into a mess the same way as it was always going to regardless.

[tramssirhc]

Walsh is turning the gaslights down but then telling you they are as bright as they always were.

[Perseus]

It wouldn't make any difference if an office was fully resourced before deciding to implement DM26 anyway. Within a day or two, people go off on the sick and the office gets into a mess the same way as it was always going to regardless.

The offices near us that were fully staffed on deployment are coping. Only because they are using their now spare staff to clear the office.

[Gary55]

No Agreed Resourcing Plan = No Deployment

CWU representatives are reminded that DM26 should not be deployed without an agreed resourcing plan. Rollout so far shows that deployment is significantly more successful where recruitment, resourcing and vacancy issues have been addressed in advance. In contrast those offices with unresolved resource gaps are far more likely to encounter operational difficulties.

If that's the case why did our office rep and area rep let them force DM26 into our D.O when the office wasn't clear and we weren't fully staffed?! f***ing shambles. All of it.

Well said

[Duesouth]

Quote from Walsh: 'Many units are performing better than they did under the previous model. Both the data and reports from our local representatives clearly demonstrate this.'

Would be useful if we had that information on how many units are actually performing well? You could say smaller offices are performing better than larger offices but there is no data to suggest this.

Quote from Walsh: 'Performance data shows that most deployed offices are maintaining and improving the quality of service and delivery point coverage compared with pre-deployment arrangements.'

I don't believe in this information. Many social media platforms and news are saying the service of delivering mail has declined. People have missed hospital appointments because of the negligence of the business trying to push this through without actually planning DM26 properly.

The office i work in, is claiming more overtime than before DM26 got introduced. I would like to see the REAL numbers of every office and see if there actually saving money or losing more.

[Martin Walsh]

This site along with other social media sites have predicted that every national agreement since 2008 Pay and Mod would be rejected yet they have all been supported.

No one comes on social media and says their unit is working because they will be accused of being a manager or worse.

Even where we produce factual data , the union is accused of gaslighting as some would rather choose to believe everywhere is failing

Yes there are problems with DM26 which to be fixed but not every unit is having these problems.

Now fatigue is an issue which needs to reviewed but even the 2 in 5 results in 21 days less at work including 11 less Saturdays than the old 1 day in 6 off which 68% of Delivery employees were working under the old USO.

In terms of the unit on the Royal Mail disturbance list which report quality of service problems , the majority of these are the units which have not deployed DM26 as yet.

Remember if your a member and your unit is having issues contact me or Tony Bouch we will get your unit reviewed.

[Rommagic]

76,000 never voted martin and is dm26 showing the mech as in the year 2006 mail volumes?.

[Perseus]

We were told that we wouldn't be going into DM26 until fully resourced. No resources arrived and we went into DM26 substantially understaffed and many vacancies, still. I'm not making this up. The only duties clearing are the singletons that have gone 50/50. Who is saying 'Go' in cases like this?

[dohnut]

No office in my region is clearing, the workload is ridiculous,.by the time you do the third of the other Two walks it's going on 12pm.so you then have 2.5 hours most days to finish 1 walk and all the tracked and 1 st class on the other it's just not realistic. And this is the quite time god help us in a month or so when it starts getting silly, frames will be bulging at the siems.

[adamanti]

This site along with other social media sites have predicted that every national agreement since 2008 Pay and Mod would be rejected yet they have all been supported.

No one comes on social media and says their unit is working because they will be accused of being a manager or worse.

Even where we produce factual data , the union is accused of gaslighting as some would rather choose to believe everywhere is failing

Yes there are problems with DM26 which to be fixed but not every unit is having these problems.

Now fatigue is an issue which needs to reviewed but even the 2 in 5 results in 21 days less at work including 11 less Saturdays than the old 1 day in 6 off which 68% of Delivery employees were working under the old USO.

In terms of the unit on the Royal Mail disturbance list which report quality of service problems , the majority of these are the units which have not deployed DM26 as yet.

Remember if your a member and your unit is having issues contact me or Tony Bouch we will get your unit reviewed.

Ah... the old USO 1 in 6 you say..... 68% of delivery employees were working under the old 1 in 6 USO you say....So the promised 1 in 4 much hyped by the Union as a sweetener to privatisation never became a reality... well not for 68% of delivery staff... Definitely an underlying theme here... What is said is not what is done.