Postal workers at Bridgwater's Royal Mail depot have spoken out to the Bridgwater Mercury about mounting pressures, staffing shortages and a controversial new delivery model they believe is contributing to postal delays across the area.
Their claims come after residents reported waiting up to four weeks for letters, prescriptions, parcels, bank statements and other important post, with long queues forming outside the Friarn Street depot as frustrated customers attempted to collect items themselves.
Staff at the office have described their workplace as "bursting at the seams" with undelivered post, and spoken out about working conditions they say are causing stress and low morale.
Royal Mail have shared an updated response pledging to addressing "resourcing pressures", and acknowledging the concerns raised by local staff.
Staff shortages creating "immense pressure", workers say
Staff shortages and recruitment issues in Bridgwater are dialling up the pressure on deliveries, postal workers say.
In a letter to local Royal Mail management by Bridgwater postal workers that was shared with the Mercury, staff warned bosses about the "ongoing loss of experienced employees, with staff leaving on a regular basis.
"At the same time, recruitment appears unable to keep pace with departures, and many new starters leave within a short period of joining. This turnover places additional pressure on remaining employees and further impacts morale and operational effectiveness."
Several employees said the pressure was taking a heavy toll on staff wellbeing, with one worker saying "people are cracking."
Another told the Mercury: "I now dread coming to work each morning."
Some employees also claimed non-priority letters were regularly being left undelivered in the office, sometimes for extended periods, due to a shortage of available staff and the prioritisation of other mail.
Photographs shared with the Mercury appear to show stuffed bags and overflowing trays of unsent mail stored inside the delivery office.
Workers describe being on "impossible" delivery routes
Several employees described being assigned unfamiliar delivery routes at short notice because of staffing shortages, which they say has also contributed to issues with the delivery service.
One worker said: "People often don't know where they're going until the morning. There's a lot of uncertainty and unnecessary stress."
"It makes it extremely difficult to complete the work efficiently and safely."
Postal workers also claim staffing pressures have left some employees expected to cover both rural and urban deliveries in a single day.
Others described delivery targets as "unrealistic and unachievable", with one worker claiming some rounds were now "impossible" to finish within the time available.
Controversial new delivery model scrutinised by staff
While Royal Mail has previously attributed delivery disruption in parts of Bridgwater to short-term staff sickness, several current employees have told the Bridgwater Mercury they believe the problems are also linked to a major overhaul of the company's delivery operation introduced earlier this year.
The new system, known as DM26, was introduced at Bridgwater Delivery Office in August as part of wider changes to postal deliveries across the UK.
The model follows reforms to the Universal Service Obligation and changes how delivery duties are organised, affecting thousands of postal routes nationwide.
It replaced a previous operating model and introduced new staffing structures and delivery patterns designed to reflect fewer letters being posted and changing customer demand.
However, workers say the reality on the ground has been challenging, and allege that the delivery model is prioritising first-class mail and parcels, leading to non-priority post piling up.
The Royal Mail website outlines the changes, stating that 2nd Class and other non-1st Class letters will be delivered every other weekday, and aim to deliver 2nd Class mail within three weekdays.
Royal Mail say that delivery times in Bridgwater are improving, and staff shortages are being addressed. (Image: William Dax / SWNS)
Staff criticise 'toxic' work environment
In the statement share with managers, workers said morale had "deteriorated considerably" because of "unrealistic workloads, increasing pressures, and management practices that have created a difficult and, at times, distressing working environment".
The group called for intervention from senior managers independent of the local office to address their workload and management concerns.
Speaking to the Mercury, staff have criticised the working environment in Bridgwater, describing it as "toxic" and "a nasty place to work".
Responding to these comments, Royal Mail have said: "We take the wellbeing of our colleagues seriously and will continue to engage with employees and provide support where needed."
Royal Mail say "resourcing pressures" are being addressed
A Royal Mail spokesperson said: "We know how important it is that customers receive their mail when expected, especially important items such as hospital appointments. We are also aware of the letter submitted by colleagues at Bridgwater Delivery Office and the concerns it raises.
"The office is currently experiencing resourcing pressures and we are actively recruiting to address this. This includes holding recruitment events and bringing in agency support to strengthen the team while permanent recruitment continues.
"Mail continues to be delivered across the Bridgwater area every day. Where individual routes are affected, our teams work to deliver any outstanding mail as quickly as possible.
"Our latest published results show that performance in the TA postcode area, which includes Bridgwater, is improving. First Class performance has risen from 74.8% delivered the next working day at the end of the last financial year to 82.4% in our latest results."