SICKNESS levels among postal workers are causing concern for a city councillor as she continues to push for improvements after multiple complaints about late post.
Cllr Sarah Murray, who is investigating postal delays with Worcester MP Tom Collins, said the rollout of the DM26 delivery model was expected to begin on Monday as Royal Mail works to improve and reform the service.
Delivery Model 26 (DM26) is a Royal Mail and Communication Workers Union (CWU) restructuring agreement designed to implement changes following reforms to the Universal Service Obligation.
The new model introduces a rotating schedule (often structured as four duties transitioning into three, or a "heavy and light" model) where postal workers spend 50 pr cent of their duty delivering first-class mail and parcels and 50 per cent delivering all mail, rotating fairly between workers Monday through Friday.
As previously reported, residents have raised concerns about late post, including hospital appointment letters and important financial documents, some complaining that post is taking three weeks or more to arrive.
Cllr Sarah Murray, a Liberal Democrat councillor for St Nicholas, visited the Royal Mail Delivery Office in Worcester again on Friday as she continues to seek answers on behalf of residents in Warndon Villages and across the city.
Cllr Murray said: “There was a bit of a surprise when we arrived, as they weren’t actually expecting us yet because the rollout of the new DM26 delivery model hasn’t started.”
Royal Mail remains in discussions with unions before introducing the model, which is intended to improve the reliability of deliveries.
Staffing was also raised during the visit. Cllr Murray said 18 of about 150 staff were currently off sick at the delivery office.
We have also approached the Communication Workers Union for comment, asking for their views on sickness levels.
Royal Mail uses overtime to help cover sickness. However, a union representative told the visitors that as few as two staff had volunteered for overtime on some occasions.
Cllr Sarah Murray said: “Staffing remains a significant issue. We were told that 18 of around 150 staff are currently off sick.”
She said concerns had been raised about workers already working longer hours. Royal Mail is running ongoing recruitment and holding open days every fortnight for people interested in joining the company.
Cllr Sarah Murray said: “They do have a rolling recruitment programme and are holding open days every fortnight for people interested in working for Royal Mail.”
The councillor and Mr Collins have agreed to meet Royal Mail again in a month. They will review whether the new model is working and whether residents are receiving deliveries more regularly.
Cllr Sarah Murray said: “In the meantime, Tom and I are keen for residents to continue reporting delays so we have up-to-date evidence to take back to them.”
Residents have been asked to continue reporting missed or delayed post so the councillors can gather current evidence.
The postal service is currently undergoing change following Ofcom’s reforms to the Universal Service, including changes to how letters will be delivered.
For example, 2nd Class and other non-1st Class letters will be delivered every other weekday (Monday to Friday). The Royal Mail aims to deliver 2nd Class mail within three weekdays. Standard bulk business letters (used for items like bills and statements) will move to a three day delivery aim, aligned with 2nd Class.
A spokesperson for Royal Mail said on the website: "The rollout of the new delivery model has begun and will be undertaken on a phased basis over five to six months across c.1,200 delivery offices. This is a significant reform that will be introduced gradually over time, with implementation expected to be complete by December 2026."
A Royal Mail spokesperson said: "We welcome the opportunity to discuss local concerns and the work being undertaken to improve reliability for customers.
“We know how important it is that customers receive their mail when expected, particularly important items such as medical appointments and other time-sensitive letters.
“Mail continues to be delivered across Worcester every day. However, individual delivery routes can be affected by short-term local issues, and where this happens our teams work hard to clear any outstanding mail and minimise disruption.
“We know there is more to do, which is why we are investing £500 million over five years and rolling out a new delivery model designed to improve reliability for customers.”