Delivering a reliable service and a viable future

The Universal Service plays a vital role in connecting the nation. As the designated service provider, Royal Mail is required to deliver a one-price-goes-anywhere service, six days a week, to all 32 million addresses in the UK, which is regulated by Ofcom.

 In July 2025, Ofcom announced key changes to postal regulations enabling Royal Mail to introduce a new model for delivery of its Universal Service Obligation (USO). 

The changes help Royal Mail to better protect the one-price-goes-anywhere service its customers value and support the delivery of a more reliable, efficient and financially sustainable postal service.

What isn't changing?

Ahead of regulation reform, Royal Mail ran an extensive independent consultation exercise to understand how different groups use its services and what they wanted to see from a reformed Universal Service. They also wanted to understand the impact any changes might have.  

It conducted over 3,500 interviews across all four regions of the UK, including consumers, large and small businesses, vital public services like the NHS and groups representing vulnerable customers. It also consulted widely with its people and unions. 

The findings of the extensive consultation informed the proposal which is designed to protect what matters most to customers, with no changes to:

  • The one-price-goes-anywhere service to all parts of the UK.
  • First Class letters delivered daily, six days a week, Monday to Saturday.
  • The option of First Class and Second Class letters, giving people the choice of price and speed.
  • Collections continuing to be six days a week, Monday to Saturday.
  • Parcels delivered up to seven days a week as currently.

What is changing?

The core principles of the USO remain unchanged. However, the reform includes vital changes to deliver a modern and more financially sustainable Universal Service. Key changes to Letters services include: 

  • All non-First Class letters are delivered on weekdays, Monday to Friday. This includes services such as Second Class, and Standard or Economy Downstream Access letter services.
  • The delivery speed of standard bulk business mail (used by large mail shippers for bulk mailings such as bills and statements) is aligned to Second Class, so it arrives within three weekdays instead of two. 

New reliability targets for First Class and Second Class services were also agreed:

  • First Class: 90% of mail to be delivered within one day, Monday to Saturday.
  • Second Class: 95% of mail to be delivered with three days, Monday to Friday. 

In addition, Ofcom set new backstop targets, requiring 99% of mail to be delivered no more than two days late. 

The new quality of service targets will come into effect on 1 April 2026.

Securing the future 

By protecting the USO, the reform enables Royal Mail to continue delivering a national postal service designed for the future. It upholds the one-price-goes-anywhere service, ensuring delivery six days a week, and support ongoing investment in modernisation and transformation to provide the products and services customers want.  

At the same time, it contributes to reducing the company’s environmental impact, reinforcing its status as the greenest delivery provider in the country. The changes also allow Royal Mail to remain a vital pillar for businesses, public services, and consumers alike.

Visit the Royal Mail website for more information.