An occasional blog to accompany the business news on BBC Breakfast.

Tuesday, May 02, 2006

Bizblog is back !!

Good morning everyone -

we've brought our blog site back to life for a special interview with Allan Leighton, the man who runs the Royal Mail. He's on our TV screens at around 0645 this morning. After that, he'll spend some time on this site answering your questions and comments. Your thought about the Royal Mail are very welcome. We will be open for business shortly.

Best wishes,
Declan.

46 Comments:

Anonymous Anonymous said...

i think they sux0r TGTBT!

6:59 AM

 
Blogger Bloggers Home Page said...

Be careful when you ask for Registered Delivery, when you meant Recorded Delivery. The Post Offices will often charge you for SPECIAL (NEXT DAY) DELIVERY, which costs many pounds. They will not always ask you which service did you actually want. Good to see your blog up and running again Declan. I would still like to see your blog on Bloggers Home Page where you can post free BLOG ADS.

7:00 AM

 
Anonymous Anonymous said...

I quote "the most important thing is that mail is delivered at the same time each day". All we know is that it will arrive somewhere between 8am and 1pm and that at least once a week, we get something intended for someone else. If this is improved service, how much do you need to increase stamps by to get an acceptable one? James, Nottingham

7:01 AM

 
Anonymous Anonymous said...

first class mail is now second class...third rate service at a price

7:01 AM

 
Blogger mrx9 said...

Once question that was not asked was concerning missing mail. Over the past 6 months, I have had 1 recorded item and 3 first class letters all lost in the post.

I would like to know what is being done about this problem of losing mail and also, out of interest, where does the lost mail actually go and why does it never turn up?

Thanks in advance.

7:02 AM

 
Anonymous Anonymous said...

Were a business and receive our post anytime between 11.30am and 1.30pm, we have complained many time and nothing changed, its interesting though when our postman is off sick or on leave we get the post between 8.30 and 10.00am, why can they perform when they less staff. I think our postman is either slow or lazy.

Phillip Wright
Systems Integration (UK) Ltd

7:03 AM

 
Blogger Nirach said...

Personally, I've never had a problem with the Royal Mails services. All the deliveries I've taken and had them make, not many have been delivered later than expected, or lost in the post, and one of them was lost on another continent anyway. Of the two post offices I use, the staff are mostly helpful, and can point out the best service for my purposes, which I find useful. One of the downsides is having to navigate their website, while not hugely difficult to find the page that talks about the services, finding the price guide for that service can sometimes be a pain. Over all, in my experiance, Royal Mail do the job that they need to, and are paid to.

7:03 AM

 
Anonymous Anonymous said...

I lost important documents that were perfectly addressed, but they got lost why.Where did it end up,if it had been opened or damaged it could have been sent back to me.

7:04 AM

 
Anonymous Anonymous said...

He wants to sack his whole customer support section for dealing with his card accounts. It took six months to get my farther in laws account transferred to his wife when he passed away. They are rude, loose documentation when sent throught their internal mail and are the most unhelpful people I dealt with over his estate. Get him to try the service, and thats a laugh....service. -10 out of 10

7:04 AM

 
Anonymous Anonymous said...

From my own experience I have nothing but praise for Royal Mail.

The postmen in my area are efficient, friendly and polite.

Letters and cards that I pop into my village postbox are collected at 5pm and, with a first class stamp, always arrive at their destination the next day. Considering that I live in a small village in West Wales and my letters and cards are sent all over the UK I think this is a fantastic service.

7:04 AM

 
Anonymous Anonymous said...

i sent 3 sicknotes by recorded delivery while i lay ill in hospital not one was recieved by the job centre and they stopped my sickness benefit resulting in me going overdrawn at my bank costing me 50 pounds which i could ill afford (no pun intended)

7:04 AM

 
Anonymous Anonymous said...

The Royal Mail in our area, the Rhondda, are terrible. When we have recorded delivery or a parcel delivered to us, we have the postman simply put a card through our letterbox then every single time we have to go to the Delivery Depot in Treorchy which is NEVER open at convenient times for us, especially as we start work very early. If we try and get our parcels delivered to our local Post Office in Ton Pentre, the Royal Mail tell us it can't be done.

Declan, tell the Royal Mail they'll have to do much better to provide a decent service. It costs us all enough!

7:07 AM

 
Blogger Neil Hughes said...

What do we expect - deregulation has allowed competitors to cherry pick the profitable bits of the postal service, while A.L. remains under pressure to deliver profits. Why should the Mail be profitable anyway? Typical short-sighted & naive thinking of this labour Gov't.

7:07 AM

 
Blogger Dave, Worcester said...

I think that given the impact of the Internet and e-mail, the Royal Mail provide a very good and generally reliable service

7:08 AM

 
Anonymous Louisa Beveridge said...

Hi,

I use the post office daily and I am so dissapointed in the increase in prices - as all I get for my money is poor counter service. I have complained about 3 times to the post office when the staff have been truly awful but I never expect and indeed never get good customer service. It's really dissapointing when I have to give my money to a service where the first contact does not look after the customers. If there was another company I could use I would and I am always looking out for different ways to post my mail. I have had counter staff shout at me! Be unable to answer a query ect. Also I recieved a new Postal Order through the post and the counter staff did not know what to do with it!!! You say the service is improving 8 post offices in my area have been closed down, I have to drive 3 miles to a post office where I always have to que for about 15 minutes and then as I have said the service is unplesant. I have not seen any improvments in the service.

7:08 AM

 
Blogger Ross Jenkins said...

I don't think the service is too bad, we seem to get everything that's sent to us, and haven't anything lost for a long time. I am, however, slightly concerned that we're paying more and more for a service that offers less and less, i.e. only one delivery now.

Perhaps if RM had more competition then service would need to be improved and prices reduced to make them more competitive?

7:09 AM

 
Anonymous AndyTF said...

I'm pleased to have this opportunity to talk direct to someone senior in the Royal Mail about this "improving" postal service.

I have a repetitive problem of parcels being left on my doorstep despite numerous complaints to the Royal Mail, three in the last two months.

Two questions:-

1) Why can't Royal Mail train and enforce what is a very simple process, namely DON'T LEAVE POST ON PEOPLE'S DOORSTEPS"

2) What do I have to do to get this sorted out once and for all? I've asked to talk to supervisors at the complaints centre but they are always busy and never call back. I asked to talk to the investigations team - same story.

To prove this is real, here's a selection of recent complaint references:-

1-1678215947, 1-17568204762, 1-1756944973 and 1-1802869177.

It doesn't matter to me what you charge for stamps - you pay for all mine anyway, as I get 6 stamps from most of your apology letters!

7:09 AM

 
Blogger Capn Brixham said...

I had to join so Anonymous re cutomer services is me in case he wants to apologise to his widow!

7:09 AM

 
Anonymous Anonymous said...

Now that you hear so much stuff about workers stealing the contents of parcels etc how safe is it to use the royal main nowadays?

7:10 AM

 
Anonymous Anonymous said...

I don't believe that The Royal Mail can easily convince the general public of it's well being; after the catastrophic costs of name changing, and as an employee of The Royal Mail, I believe this price rise will only act as a catalyst for the general public's concern, nor do I believe it will have any real affect on the true problems concerned.

Best Regards

7:10 AM

 
Anonymous Anonymous said...

Well I run a website shop and I'm currently having problems with Royal Mail, whereby 1st class parcels I've sent have arrived to my customers in less than 2'nd class speed or have not arrived at all. I have to take the wrap for this and feel as if i'm letting customers down or that they feel i'm letting them down, jeopardizing further buisness with them.
This is not good enough in my opinion.

7:11 AM

 
Blogger Capn Brixham said...

So he knows who sent the email re customer service and the transfer of card account to his widow, I have joined this blooger site. If he wants to send a personal apology to his widow, then contact me for her address!

7:11 AM

 
Blogger maggie said...

our mail is delivered by casual staff at least once a week as a plan at the post office.The regular postman is really trying.The casuals are tossing mail in other peoples houses and on doorsteps on the route.The sorting office complains on a regular basis and seems to be unable to get rid of casual staff.You have vastly increased the workload for postal workers and vastly decreased our service.Hampstead doesnt work properly anymore .Which part is better?

7:11 AM

 
Anonymous Sarah said...

I've noticed since they scrapped the second delivery that my mail comes well after nine o'clock. I couldn't say for sure what time. I know when I get the cards pushed through the door that the time varies between just after nine and after twelve pm. I do seem to be spending more time at the sorting office but maybe I'm ordering more things.

I am curious about this so called competition. Have we been lead up the garden path about competition? Are the only people that benefit from competition big business? If a large company decides that a company other than royal mail offers value for money and uses them for mail delivery, who exactly ends up delivery this mail? I happened to be in one day and received a letter with stamps and a letter with a TNT logo on it - no other postage mark. So it appeared that this had been delivered by TNT. Except there was no sign of anyone but the postman. So TNT didn't in fact deliver the mail, they passed it on to royal mail to do. Is this the true face of competition? What is the point of this? Is this the reasont that Royal Mail is having to increase it's prices to make up for the fact companies are making money for not delivering any mail?

7:11 AM

 
Anonymous Anonymous said...

I am a Royal Mail postie and I can tell you that a lot of mail that gets recorded as lost is simply not addressed correctly - you'd be surprised at the number of letters we get every day - in just my office - that have the address:

Mr Smith
Town
County

No postcode, no street name and house number. Lots of mail comes in missing the house number and we do our best to see that it gets to the right person. But mail like this - if it has no return address will go down as lost mail when it is impossible to deliver.

7:11 AM

 
Anonymous David Byrnand said...

I have calculated that with an average thickness of 3mm, the Royal mail loses a stack of items 43.2KM (over 27miles!)high each year (14.4millionx3mm). My guess - based on personal experience is that a larg proportion of this is not 'lost' but stolen. My family have given up sending each other vouchers or money through the post for birthdays etc as anything that look remotely like a gift card that may contain vouchers or cash goes missing. It is a disgrace!!!!!

7:14 AM

 
Anonymous Hall_Marked said...

I am a former postal worker and it amazes me how you can say the postal system has improved. In the late 80's early 90s some IWM ( Improved Working Methods) productivity schemes were used as a means of increasing postmans pay and cosying up to some Union Branches, without sacrifice being made by the workforce. This was not always the case I hasten to add and some schemes did make recocnizeable savings.

Getting back to the postal system in its current state how can you justify a "Special Delivery" item ( the replacement to both the Registered and the old Special Delivery service ) taking six days to arrive, and all that was offered as recompense was the postal costs paid! It makes me livid!!!

7:14 AM

 
Anonymous Anonymous said...

I am appalled at the unhelpfullness of the majority of staff in the Swansea post office. Invariably they are rude, when you ask for assistance, they do not do everything they can to help. They make you feel that you are wasting their time, especially if you have something like a recorded delivery to process. Are staff in post office reviewed by anonymous shoppers?

7:14 AM

 
Anonymous Anonymous said...

how does your guest think the country is going to react to the changes comming in on august 21st

sized based pricing called Price In Proportion where any item over DL or C5 and in excess of 5mm thickness is looking at a possible 40% increase in cost.

It would also be interesting to find out why his counter staff cannot exlpain how this will affect me or provide me with the template that has been produced to meassure the mail under the new propsals.

7:14 AM

 
Anonymous Anonymous said...

The Royal Mail managed to deliver an important RECORDED DELIVERY letter to the wrong address. I ended up having to track it down myself. The online tracking service is too slow. The delivery procedures need firming up. They thanked me for sending them £2.20 for evidence of the delivery. This was strange because I never requested the hardcopy evidence, and certainly didn't pay them for it. I have tried to claim compensation, but was palmed off with a response which seemed to indicate that they couldn't care less about the problem.
John Aspray.

7:14 AM

 
Anonymous Anonymous said...

I sent a "Special Delivery" package of some artwork to a photgrapher recently and it arrived an astonishing 10 days later. Absolutely no apology from the Post Office.

7:15 AM

 
Anonymous Anonymous said...

The mail looses so much post in parts of Oxford that my relatives have to maintain a postbox in another area of Oxford to be sure of getting their mail.
This has been going on for years and I am fed up of writing to Customer Services about letters to the Bermuda triangle part of Oxford going missing.
Can I get a peroper response to when it will be safe to send letters to my relatives home address again? - No. "We are looking into it". I want to know what they find out and what they are going to do about it.

7:16 AM

 
Anonymous Anonymous said...

Yes - any mail that comes through your door with TNT, UK Business mail, etc on it is delivered by Royal Mail at a cut price.
It's not fair that Royal Mail get fined for lost mail and have to adhere to strict standards when the competition do not.

7:16 AM

 
Anonymous Anonymous said...

I think in this day and ago you would be mad to send anything of any value through the Royal Mail.

7:17 AM

 
Anonymous Anonymous said...

What's the use of the Mail Preference Serice when it is ignored by Royal Mail who deliver either unfranked and unaddressed spam mail or mail unaddressed by Shown as being personally delivered by Royal Mail Encourage everyone to post such mail back to the Royal Mail and ask them to comply with the Mail Preference service

7:24 AM

 
Anonymous Anonymous said...

N17 6JH

7:25 AM

 
Anonymous Louisa Beveridge said...

Declan just "conversation with him" Where is Alan? Are you going to answer all these questions? Where are the improvements???

7:27 AM

 
Anonymous John Symes said...

I live in Bournemouth and it always seems crazy to me why the postman has to spend about 30 minutes delivering mail individually to a block of flats when pigeon hole mail boxes by the door would save 20 minutes of this time and reduce costs

John Symes

7:30 AM

 
Blogger Mike said...

Dear Mr Alan Leighton,Royal Mail,
I live in the North Devon village of Instow. I together with 32 other households have Barnstaple postal codes and addresses ie EX31 whilst the rest of the villagers approx 300 households have Bideford postal codes ie EX39. I have forwarded a petition to the Royal Mail to get our postal codes changed to represent where we live and where our deeds state ie Instow. I have been told by the Royal Mail that your staff would find it difficult to deliver to our addresses if they were changed, and several other excuses for not changing. We live in a tourism area and people visiting us,we have a small caravan site, turn back because they reach the Instow sign post. Other small businesses also have the same problem. To avoid this continuing confusion could you get our postal codes and addresses changed please.
Mike Harper

7:31 AM

 
Anonymous Anonymous said...

Overall I do not think we get a bad service.There will always be stories of dissatisfied customers, any business will try and resolve those. The old addage applies "you can have what ever you want if you are prepared to pay for it". What we pay for what we get is fair in my opinion.

7:31 AM

 
Anonymous Anonymous said...

How can recorded first class go missing? The last 2 I sent have never been recorded as delivered.

7:32 AM

 
Anonymous rayjay said...

I agree that consistency is the most important thing about delivery, and our regular postman does well here.

It would be interesting to hear what specific improvements Mr Leighton has planned with the extra money he is asking for.

7:32 AM

 
Anonymous Paul Lawton said...

With regards to lost post, I send all my products that I make via Signed-for post which pays compensation for lost items. Recently, I was paid compensation for the cost of a missing item, but NOT for the cost of the original postage of around £2. Why was this not refunded? You failed to deliver it - so why did you not refund the postage as well? I had to resend the product and in total I paid twice as much postage because of Royal Mail's incompetence.

7:34 AM

 
Anonymous Robin said...

I have recently found out that 'Guaranteed Signed-for Delivery' means that mail is guaranteed to be delivered and signed for.... BUT IT DOESN'T MATTER WHERE ITS DELIVERED TO OR WHO SIGNS FOR IT! My birth certificate was sent to me in this way and apparantly it was delivered on time and signed for. But not to me! It was 3 weeks ago and the Royal Mail are still not able to tell me who signed for it or where it is. I am worried about identity theft. I am so angry and may find out about taking this to court.

7:36 AM

 
Anonymous Anonymous said...

With regards to "only" having one delivery per day - it ensures you get all the mail that is due on that day. You used to get two deliveries because any mail that was left in the office when postmen went out had to then be delivered later. Now it all goes out together. The delivery offices have to be clear before we can leave so that no letters arrive a day late. We are not allowed to leave our delivery office until 8.45 at the earliest.
Our deliveries are larger and take longer and we are employed to deliver up until 1.23pm.
Some of you may have mail arrive later than this if it is taken out on overtime due to sickness or annual leave.
If you have any problems with the time your mail arrives please do not take it out on the postman - we are just doing what we have been told to do by management.

7:37 AM

 
Anonymous Anonymous said...

As an employee of royal mail of the past 13 years, I can honestly say that in my opinion the rot started about 8 or 9 years ago...We were making profits year on year (196M , 252M, 358M, 510M). Then the then management lobbied the gov. to get "finantial freedom" from the gov. The next year we made 0 profit ,then the year after we made 800M loss....Alan leighton arrived - cut costs (second delivery , postmen, etc. )now were back in profit as a company but workers moral is VERY LOW....Now under Alan "PROFIT at the cost of SERVICE is king" !..cutting out the night sorters / sheduling mail to arrive later at delivery offices might save some money but the postmen are getting out LATER & LATER on delivery and some customers are getting their mail late into the afternoon /early evening..Junk mail is slowing down the delivery of first class mail..BRING BACK SECOND DELIVERYS...FIRST & SECOND CLASS MAIL COULD BE PRIORATISED AND DELIVERED FIRST THING IN THE MORNING (when most people want it ! ), THEN MAILSORT (JUNKMAIL) COULD BE DELIVERED LATER IN THE DAY....Royal mail should stop being a Business and return to be a public Service ( that also makes a profit for the gov. ).START puting the customer first....NOT PROFIT FIRST.

7:46 AM

 

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