Delivering a reliable service and a viable future

Royal mail post lady walking on a sunny day

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: 

  • 2nd Class and other non-1st Class letters will be delivered every other weekday (Monday to Friday). Royal Mail will aim to deliver 2nd Class mail within three weekdays. 
  • Standard bulk business letters (used for items like bills and statements) will move to a three day delivery aim, aligned with 2nd Class. 

Ofcom has revised the speed targets for the delivery of 1st and 2nd Class letters to make them more realistic. For 1st Class mail, Royal Mail will aim to deliver 90% next-day, and for 2nd Class mail, it will aim to deliver 95% within three weekdays.

Ofcom has also introduced new reliability targets so that 99% of 1st Class mail should arrive within three days and 99% of 2nd Class mail within five days. The new targets come into effect from 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 supports 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.