We write to update you on Universal Service reform following Ofcom’s decision which takes effect on 28 July 2025.

Operational deployment

From 28 July, our Standard service becomes a ‘by D+3’ service.  This service will be implemented on a national basis from 28 July, using the same algorithm as deployed with our Economy (D+5) service. This means a Standard (D+3) item will be delivered on D+3 unless we are already due to go to that address with another item due for delivery on D+2 e.g. 1^st Class or Access Priority (D+2) letter.

Initially, we will continue to deliver on Saturdays for Standard (D+3) and Economy (D+5) services, except for the existing pilot sites. Priority (D+2) services will be Monday to Saturday.

Predicted Delivery

From 28 July, the predicted delivery date shown in Mailmark Direct Data will not, at least initially, reflect the correct estimated delivery date for some items. Our IT team is working on an update for the reports. In the meantime you will see the following.

Standard (D+3) Mailmark Direct Data will initially show an estimated delivery date of D+2, which in some cases may also be a Saturday (despite Saturdays not being a contractual delivery day), until the mail items receive their final scan on our sequencing machines. When an item receives its final scan the data is updated to reflect the true predicted delivery date.  However, some items that are delivered on D+3 and are not walk sequenced, such as large letters, will not be updated with the correct D+3 delivery date.  

In respect of Economy (D+5) items, the predicted delivery field in Mailmark reporting will continue to reflect the current D+5 delivery window (Mon-Sat) in line with the contractual obligation. Priority (D+2) reporting will also continue as today and will show an accurate predicted delivery date.

We highlight the Standard D+3 anomaly to ensure that customers who actively use the predicted delivery fields within Mailmark Direct Data are aware of what to expect.  We recommend customers do not rely on the initial estimated predicted delivery and instead use the final predicted delivery date based on the final machine read. Rest assured our technical team has it in plan to update the Mailmark logic to ensure the initial predicted delivery date reflects the D+3 delivery speed.

Walk Visibility

On 25 July the data provided as part of the Walk Visibility Service stopped being test data and now reflects real delivery profile information. From a process perspective, there will be no changes to how users download the files. The majority of delivery profiles will initially be shown as ‘Heavy’ days throughout the week, including Saturdays. Delivery points within the Pilot sites will show the new delivery profiles that will be alternating as ‘Heavy’ and ‘Light’ through the week. As sites move to the alternate day model, the associated delivery points will then show ‘Heavy and Light’.

Quality of Service Reporting

With the D+3 service becoming the “Standard” service from 28 July, the existing Standard (D+2) quality survey will automatically migrate to become the Standard (D+3) quality survey. To accommodate this, the current D+2 quality measure will cease on 27 July and the Standard (D+3) quality measure will commence on 28 July. Acknowledging that this transition falls part way through a period, and also a quarter, I can confirm that the monthly and quarterly quality of service reports will be split into pre and post 28 July data to reflect the change. We will share more detail on this in due course.

A new quality survey will need to be set up for the Priority (D+2) service, and Spectos (the independent research company which manages Royal Mail’s quality of service surveys) will need to recruit panellists to participate in the new survey.

It is important that Access contract holders participate in this new survey as early as possible. This will provide the best opportunity for building up a robust sample base and enabling the most statistically valid survey after the Access Condition changes. If you are interested in participating, you should let your Account Director know promptly and they will take the action necessary to trigger the onboarding process. 

We welcome your engagement on USO reform and recognise the importance of getting this reform right for our customers, our people and our business. We will keep you up to date as and when we have new information to share. In the meantime we are working on a forum to engage with key industry stakeholders on progress with implementation of our Royal Mail delivery model.