Royal Mail has implemented reduced opening hours at half of its customer service points across the UK. Critics argue that this move could have negative effects on workers and businesses. Royal Mail currently operates 1,200 customer service points where customers can drop off parcels or retrieve undelivered mail. Under the new schedule, approximately 50% of these points will be open from 8am to 10am on weekdays and from 8am to 12pm on Saturdays. Some locations will also have additional hours between 4pm and 6pm on Thursdays. Previously, these points remained open until 2pm on most days. Concerns have been raised about how this change will impact working individuals and the reliability of redeliveries. Moreover, businesses that rely on these service points for next-day delivery may also be negatively affected. Royal Mail argues that the decision was made in response to the rise in doorstep services. In May of this year, Royal Mail introduced the option for next-day redelivery of missed parcels. Labour MP Beth Winter has expressed her concerns to Royal Mail’s chair, noting that these service points are crucial for individuals who cannot always be present to receive deliveries. Others have also highlighted the security benefits provided by collection points, particularly as incidences of parcel theft continue to rise. The number of claims for missing parcels has increased by 59% in the year to June compared to the previous year. Furthermore, businesses that rely on customer service points for parcel drop-offs may face difficulties. Harry Gray, who operates a fashion business in Manchester, relies on these points to maintain flexibility and convenience. Labour MP Justin Madders has also expressed concern about changes to opening hours at the Ellesmere Port centre. Madders believes that Royal Mail’s strategy is to gradually restrict and reduce opening hours in order to justify closing down these service points. A Royal Mail spokesperson has acknowledged the importance of customer service points to certain individuals but argues that doorstep services, such as Parcel Collect and Safeplace, are improving convenience for customers. The spokesperson also highlighted the introduction of automatic redelivery of parcels the next working day, resulting in a successful delivery rate of over 99% on the first or second attempt.
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