Press Release – 16.5 million people hit by letter delays in January, finds Citizens Advice

Almost one in three people across the UK experienced a delay in sending or receiving letters during January 2021, new research by Citizens Advice has found.

The charity has had people get in touch with concerns that missing mail has seen them unable to pay bills, apply for benefits, and receive vital support from the charity’s advice service.

The charity also found that 7% experienced serious negative consequences of struggling to receive post, like being unable to pay a bill, or missing a GP appointment or job interview. This doubled (14%) for those who were self-isolating or shielding.

Citizens Advice has also seen a 365% increase in the number of people looking for advice on Royal Mail delays on its website in January, compared to January 2020. Indeed, some of the most affected by postal deliveries have been from the South East (36%).

Nicky Willshere, Chief Executive of Citizens Advice Ipswich, said:

“We know Royal Mail have faced new pressures during the pandemic, and postal workers have worked tirelessly to ensure we can all stay connected. But letter delivery is a vital public service, relied on by many for bills and other critical information.

“Ensuring that people are able to receive letters at least once a week will provide reassurance to millions. We also urge Royal Mail to provide more transparency to people about what they can expect.”

Citizens Advice, the consumer advocate for the postal sector, is urging Royal Mail to ensure that letters are delivered weekly as a minimum, that delivery returns to normal levels as soon as possible, and that people are given clear information regarding how long delays could last in their area.