Royal Mail staff are looking for encrypted mail to meet delivery targets amid ongoing delays

Postal workers across the UK have accused Royal Mail of encouraging practices designed to make deliveries appear stronger than they are, as the company faces growing scrutiny over persistent delays.

The employees, who spoke on condition of anonymity, said managers regularly ordered them to “take the mail for a ride,” a phrase used to describe removing undelivered letters from view during inspections so that delivery cycles would appear complete.

The allegations come ahead of a parliamentary session where Royal Mail officials will be questioned by MPs about the deterioration of services, which has affected millions of customers.

Workers from many delivery offices told the BBC that when they raised concerns about the workload, particularly the increase in parcels compared to letters, they were often told to put parcels first and temporarily put books out of sight.

In some cases, undelivered mail was allegedly carted away to another depot during the inspection, before being returned for delivery the next day.

Another employee described the practice as “disgraceful and insidious”, adding that it allows managers to claim that they have completed the documents before they arrive.

Others say that this method is used to avoid scrutiny by senior management and external auditors, effectively hiding the lack of performance.

Royal Mail has a legal obligation to deliver first class mail six days a week, but recent performance has fallen well short of regulatory targets.

In the 2024-25 financial year, the company delivered only 77% of first-class mail on time, against a target of 93%. Second-tier performance also missed its benchmark, reaching 92.5% against a target of 98.5%.

The regulator Ofcom has already fined Royal Mail £37 million in recent years and has warned that further fines could follow if service levels do not improve.

Royal Mail strongly denied the allegations, saying the allegations “do not reflect how our delivery services work”.

A spokesperson said the company would investigate any complaints raised and stressed that the majority of emails, about 92%, were delivered on time. It added that when local problems arise, efforts are made to restore normal service as soon as possible.

However, the Communication Workers’ Union (CWU) said the problems stemmed from deeper structural issues, including low wages, staff shortages and what it described as a “toxic management culture”.

The union warned that recruitment and retention challenges have left many service delivery offices understaffed, putting constant pressure on staff and contributing to declining service levels.

The ongoing delays have visible consequences for the community, with reports of missed appointments at hospitals, delays in legal documents and disruptions in human communication.

Workers say morale has dropped significantly, with many reporting stress, sick leave and a sense that they “can’t” get the job done.

In areas where Royal Mail has tested the new delivery model, including the reduced frequency of second-class mail, workers have told the BBC that conditions have not improved, with some suggesting the system has worsened operational pressures.

Royal Mail, however, insists the pilot has increased delivery reliability, saying the proportion of addresses receiving mail each day has increased from around 92% to 97%.

The dispute highlights the wider challenges facing the UK postal system, as traditional letter volumes decline and parcel delivery, driven by e-commerce, becomes a key part of the business.

Royal Mail has argued that delivery rules should change to reflect this change, including reducing the frequency of second-class deliveries to improve efficiency and financial sustainability.

Meanwhile, 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 procedures and the long-term future of the UK’s overall postal responsibility.