Postal Services: Rural Areas

[Graham Stringer in the Chair]

I beg to move,

That this House has considered postal services in rural areas.

It is a pleasure to serve under your chairmanship, Mr Stringer. Residents of rural areas such as South Shropshire deserve access to good postal services, which keep families and friends connected, businesses alive and people informed. The cost of a first-class stamp has almost doubled since 2020, and is now £1.70 a stamp, but my constituents believe that they are paying more and getting less for their services. I will therefore approach the debate in two parts: post offices, which are vital to my towns and villages; and the delivery services of Royal Mail.

I will start with the Post Office, which is a vital part of the rural economy in South Shropshire. It provides a lifeline for many towns and villages. In some areas, the post office is the only shop for miles around and, increasingly, given banking closures, the only way to access cash. Post office services are available in branches such as Acton Burnell, Broseley, Alveley, Aston-on-Clun and Bishops Castle, as well as many more of my towns and villages. They play a central role in keeping rural communities connected.

Since the election, I am delighted to say that I have campaigned successfully against the planned closures of post office services in South Shropshire, including Clunton and Clunbury—beautiful areas.

The hon. Gentleman will know my constituency well, because he was previously the MP there, and that it is a largely urban area including a city centre. Even my constituents, however, have had serious problems with bills and birthday cards not arriving, and hospital appointments being missed because of the post being late, while one constituent confirmed that his business has been affected adversely. I appreciate the hon. Gentleman’s speech and that rural areas have particular challenges, but does he agree that poor postal services are a nationwide issue affecting all communities, and that we need to address it as such?

I look back fondly on the hon. Gentleman’s constituency, and I realise that this is a problem across the country. It is a nationwide issue, as he rightly pointed out.

I have also campaigned for the resumption of postal services in Cleobury Mortimer, which were closed in 2023, leaving the town without vital services. News on this front comes in no small part thanks to the efforts of a local resident, Ruth—I was delighted to meet her at an advice surgery recently. The efforts of Ruth and many others secured hundreds of signatures for a petition to keep the post office open in Cleobury. I am delighted to say that it was successful.

The post office network is relied on to fill the gaps left by bank closures. As many services shift online, the post office has served as a lifeline for residents in rural areas who are not able to use the internet to pay bills or to access cash. A post office is vital for our nation’s elderly, helping the 2.3 million without internet access to stay connected to their family and friends. I will also continue to campaign against bank closures, and I look for more banking hubs in areas such as Church Stretton, which has just lost its Yorkshire building society branch and could really do with a banking hub.

A few days ago, I was pleased to meet the residents group in Broseley. They wanted to discuss the changes that have happened to the post office on the High Street, which are concerning local residents. There have been a lot of changes, and the people of Broseley told me that they believe that the changes have had an impact not only on safety, in particular for elderly residents when withdrawing cash, but with a reduction in services, on the number of trained staff on the premises. I am asking the owners of Post Office to meet me and the Broseley residents to discuss that in more detail.

I want to point out to the Minister that I have concerns about the Government consultation on post offices, which could have unintended consequences. That open-ended consultation, which closed on 6 October 2025, could remove the minimum branch requirements and leave the size of the network up to the Post Office. The last Labour Government cut the number of post offices by 38%: 7,166 post offices were closed between 1997 and 2010—more than one every single day. I have already said that they are a lifeline for my constituency and many others. The Conservative-led Government then introduced a 11,500 minimum service requirement in 2010. Since then, the post office network has remained at roughly 11,500. Now that Labour is back, it looks like our post offices could be under threat again. The Government’s consultation could lead to half of Britain’s post offices closing, including 19 individual branches in South Shropshire. The proposed changes could remove the requirement for 95% of people in rural areas, such as South Shropshire, to live within three miles of a post office. The changes could also phase out part-time mobile outreach services, which are vital in my constituency. They typically make up 14% of the total network in the areas that they serve, although they are open on average only seven hours per week.

I am grateful to the hon. Gentleman for securing this very important debate. He mentions mobile services, from which my constituency benefits greatly. Does he share my concern that the Post Office tasks individual postmasters with an ever greater number of mobile spots? Although we are very grateful for their effort, that leaves the network vulnerable. If a postmaster falls ill or wants to retire, we lose significant coverage.

The hon. Gentleman makes a brilliant point about an issue that affects rural areas, and I will come on to how Bishop’s Castle was impacted. There is no resilience in the system. If somebody is ill for a week, that area will not get those services.

Data published by the Financial Conduct Authority shows that 93.5% of people in rural parts of South Shropshire live within three miles of a post office, but that falls to 86.8% when the mobile outreach branches are excluded. If those services are cut even more in my 700 square mile constituency, that will leave a huge gap.

The hon. Gentleman is talking about mobile outreach services. One of the things that concerns me is that when the Post Office closes a bricks-and-mortar branch, it is required to carry out a six-week consultation with the community, but when it closes a mobile outreach service, there is no requirement for a consultation, even though that service may have been put in because of a branch closure. Does he agree that, regardless of whether we are talking about bricks and mortar or a temporary desk in a village hall, the Post Office should be under the same obligation to consult with the community?

The hon. Lady makes a brilliant point, and I would like the Minister to feed back on the Government’s approach because these services are vital lifelines for our rural communities.

Despite last week’s sticking plaster U-turn, shops face a huge increase in their business rates bill, and next year alone many businesses in South Shropshire will be hurt. The Government have already taxed jobs with the increase to employers’ national insurance and have made it harder to hire through the Employment Rights Act 2025. That means that shops such as post offices are in grave danger.

I will give an example from my constituency. One of my post offices will see an increase in rateable value from £47,500 to £49,500. Its business liability will go from £14,221 to £18,909 in the first part of 2027, so in a little over 18 months it will see a 33% increase. That directly comes off its bottom line, and will make its very small bottom line even smaller or unprofitable.

The Government committed in their manifesto to strengthen the post office network, and I fully support that, but these changes could cut access to post offices for the elderly and rural communities, pushing thousands of postmasters who have served local communities for decades out of work. I will continue to support hard-working postmasters and their customers through my campaign to protect and enhance rural public services, given their importance to local communities.

I said that in the second part of the debate, I would move on to Royal Mail and the delivery service in South Shropshire, and I will do that now. The Royal Mail is a great establishment that was founded by King Henry VIII in 1516. It has heritage. I said I would come on to Bishop’s Castle, which is a great local town. When I was a candidate, I met a group of farmers—tenant farmers, landowners and everybody in the agricultural sector—just outside Bishop’s Castle. We were talking about connectivity, such as 5G and high-speed broadband. One of the farmers said, “I’ve got a problem with my letters.” Everybody said, “What do you mean?”. He said, “I’ve got a problem with post not getting through.” We were looking at connectivity for the digital space. He said, “This is of vital importance; this has kept me awake at night.” I said, “This sounds like a really serious issue.” He said, “Yes, I’ve bought thousands of pounds’ worth of goods off the man over there; I posted the cheque a few weeks ago, and I am sure he’s not had it yet.” He brought to light, and made a joke of, a very serious issue. From there, I found out that there was one person who was delivering in the area. Nobody else knew the route so, when they were away on holiday, the area could not have mail for a week. It was a big issue.

I have had reports of my constituents receiving hospital appointment notices after the day of their appointment, so they have missed vital medical care, and people receiving bank cards and PINs at the same time, when they are supposed to be delivered separately for security reasons. An Evri driver dumped loads of parcels in a field because it was impossible for him to get around the route in the time given by his employer. People are using private delivery services because they do not trust Royal Mail, and we are seeing serious failings. Does the hon. Member agree that Royal Mail has questions to answer about the sustainability of its network in rural areas?

The hon. Member raises a really important point. Out of respect for my constituents and what they have been through, I will come on to highlight some of their concerns. When using Evri or other delivery services, everybody has learned what the whole street’s doorsteps look like when they see the photos from the delivery service. What is happening at the moment is not acceptable.

A decade ago, Royal Mail was delivering about 20 billion letters per year. I talked about 1516, when it was first founded. It got to a point of 20 billion letters. That has fallen to about 6.7 billion, and is expected to drop to 4 billion in the next four years. Under the Postal Services Act 2011, Ofcom is responsible for ensuring that the firm carries out its functions under its universal service obligation. The latest results show that the company did not meet its delivery targets for first or second-class post from July to September 2025. In October, Royal Mail was fined £21 million for missing its annual delivery targets.

I am grateful to my constituency next door neighbour for allowing me to intervene. Some of the post that goes to the southern part of his constituency may well be sorted through the Kidderminster postal sorting office. He mentioned that people are not getting their letters, and we have heard from other Members that urgent mail is not getting there. I too have raised this on Facebook and, independent from my residents in Stourport, Kidderminster and Bewdley—towns that should be well served—I have had 700 uninvited comments from people who are thoroughly fed up with the postal service in our part of the world. Does my hon. Friend agree that this Ofcom requirement is not being met in any way, shape or form?

I do; my hon. Friend and constituency neighbour and I share the same concerns. Actually, I shamelessly looked at his Facebook post, thought it was a great idea and pushed it out to my constituents, among whom there is sheer anger about the lack of delivery.

In July 2025, Ofcom announced changes to the universal service obligation. Royal Mail now only needs to deliver second-class mail every other day, instead of six days a week. The changes also drop the requirement for Royal Mail to deliver second-class letters on Saturdays. The changes have not yet come into effect in the UK, with Royal Mail planning to roll them out nationwide by early 2026. From April—this is where it gets even harder—the target to deliver second-class mail within three days will be reduced from 98.5% to 95%. The target for the delivery of first-class mail within one working day will also drop, from 93% to 90%. Royal Mail is not even meeting the current targets.

On 28 January 2026, Citizens Advice revealed that 16 million people—or 29% of UK adults—had experienced postal delays over Christmas. That figure has doubled in a year and is at its highest in five years. As we have heard, 5.7 million people have missed letters about important matters like health appointments and benefit decisions, along with legal documents. Enhanced protections are needed for rural areas, where many people continue to depend on postal services.

I conducted a survey in my constituency, to which over 700 people responded to raise a whole range of issues around health, finance, legal and other types of communication, but less than 20% of them had contacted Royal Mail itself to say they were having problems. Does the hon. Gentleman agree that the Minister needs to put pressure on Royal Mail to be honest, investigate its own problems and demonstrate that to us as Members of Parliament?

The hon. Member makes an interesting point. I have launched my own survey today—I will push it out later—to hear more details from residents. There is a need to be honest about this issue. More often than not, people will contact us as MPs; it is not always easy for someone to find out why they are not getting mail, or they believe they will not be told what they need to know, or will not receive an answer, and they believe MPs can follow up and get answers.

In recent weeks, mail has been delayed in 68 postcode areas in the west midlands. I know I have a big constituency, but there have been cases of missed mail in at least 30 postcode areas there. Let us consider what missed mail means: it is not just that a letter has not arrived; it has a serious impact on residents in South Shropshire. I have chosen examples of casework regarding people who have written to me about their issues. From what I have seen, the biggest area of missed mail in my constituency is around the WV15 and WV16 postcode areas, which cover Bridgnorth and Highley—which currently has a huge problem with receiving mail—and the surrounding areas.

The pain is being felt across the constituency, but let me highlight some specific areas. In Claverley, there was no mail for one constituent between 2 January and 16 January. When it eventually arrived it included car finance letters dated mid-December. Much Wenlock has been voted the happiest place to live, but there was no mail for a constituent there between 5 January and 7 January. Then, on 8 January, 15 items were delivered at the same time. A constituent in Church Stretton said they have been told that parcels are being prioritised over letters, and hospital letters are not being delivered on time.

At Linley, near Bishop’s Castle, post is not being delivered to a constituent’s address because it is too far down a lane, so she is having to collect it from a neighbour. That is not about delivery on time; it is just not an acceptable service. A birthday card posted on 16 January in Oreton, going second class to Ludlow, has still not arrived. In Bridgnorth, a constituent must generally wait between one and two weeks for post to arrive. More often than not they have to go to the sorting office to collect it. That is not a delivery service; that is a collection service, which is very different.

A gentleman in my constituency missed a couple of letters about a parking fine, and he has now had a county court judgment against him. He did not have the opportunity to contest the fine in the first place, which he wanted to do, and he now has to deal with the CCJ. This is having real-life consequences, and I am sure the hon. Gentleman agrees that that is not acceptable.

I definitely agree: is not acceptable at all. As the Minister is listening, and I am pretty sure Royal Mail will be watching, let me say that we need the service to change. People are getting penalised through no fault of their own, and it is having a damaging and detrimental impact on many people.

Royal Mail staff in my area tell me that, apart from having to focus on first-class post, a big cause of the delays is poor recruitment, which leads to unachievable workloads. Does the hon. Member agree that it is no surprise that our rural post service is struggling when Royal Mail officers and postmen and women are paid only a little above the minimum wage?