Still in the Post

Three local MPs have described the Royal Mail’s letter delivery performance in the TN postcode area as “unacceptable".

The MPs have told the postal regulator OFCOM that delays in letter deliveries were severely impacting their communities.

The three MPs who’ve written to OFCOM are the Conservative MP for Sevenoaks & Swanley, Laura Trott, the Conservative MP for Tonbridge, Tom Tugendhat and the Liberal Democrat MP for Tunbridge Wells, Mike Martin.

The TN postcode area is one of the worst-performing regions in the country with Just 67% of first class letters delivered on time.
Ten years ago 92% of first class letters was delivered on time.

The MPs want OFCOM to block the Royal Mail from implementing a scheme to cut second class deliveries, which is already being piloted in the TN area.

In the letter, the MPs told Ofcom that constituents have reported “waiting over two weeks for important letters, including medical appointments, legal documents, and financial statements”.

Mike Martin MP told West Kent Radio he’d seen a sharp rise in complaints from constituents over the last few months. Listen here:

Here is the letter from the MPs to OFCOM in full:

Dear Ofcom

Re: Royal Mail Delays in TN Postcode Area and Royal Mail USO Reform Trials

We are writing as a group of MPs representing the TN postcode area to express deep concern over

the ongoing delays in Royal Mail services severely impacting our communities. Their services have

significantly worsened since the Royal Mail Tonbridge delivery office changed its delivery model

earlier this year.

In April, Royal Mail submitted proposals to reform their approach to delivering post. These reforms

shift the organisation’s focus from delivering letters in favour of delivering parcels, with all non-first-

class mail being delivered every other weekday, as opposed to 6 days a week. These proposals are

currently being trialled in 37 different delivery offices across the country, including the Tonbridge

delivery office, which is responsible for delivering to TN post codes including those in Tunbridge

Wells and villages in Sevenoaks.

In correspondence from Royal Mail to Tom Tugendhat MP over the past few days, Royal Mail have

confirmed that the operational changes they made have adversely affected the reliability of

deliveries.

As highlighted in Royal Mail’s most recent Quality of Service report, the TN postal is already one of

the worst-performing regions in the country. According to the report, just 67% of first-class mail in

the TN area was delivered on time between 2024 and 2025. This figure falls drastically short of Royal

Mail’s own target of 95%.

Over the last few months, we have received a growing number of complaints from constituents who

have told us that problems with their mail have become even worse since the pilot began in April.

Many report waiting over two weeks for important letters, including medical appointments, legal

documents, and financial statements. On the occasion that deliveries do occur, constituents are

flooded with loads of letters at once. This is a clear indication that the piloted model is not working

for TN residents.

We understand that fewer people rely on letters each year and that, with the piloted reforms, Royal

Mail is trying to streamline its services to accommodate this. However, for residents without access

to digital alternatives, dependable postal delivery remains a crucial part of their lives.

Royal Mail’s changes to their delivery model have not improved the quality of their service for

residents in the TN postal area and the reforms must not go ahead.

Therefore, we are urging Ofcom to decide against implementing Royal Mail’s proposed USO reforms

this summer.

We also request that Ofcom examines the quality of Royal Mail’s service in the TN postcode area (the

service from the Sevenoaks sorting office is also unacceptable) and take action to resolve the issues

leading to infrequent deliveries.