New Research Initiative to Improve Postal Services in Scottish Islands

A new research project will investigate the experiences of residents in Scotland’s islands regarding postal services. Led by Consumer Scotland, an organization established by the Scottish Parliament to advocate for consumer rights, this initiative aims to address ongoing concerns about mail delivery in areas such as Shetland, Orkney, and the Western Isles.

Earlier this year, Consumer Scotland revealed that only 29 percent of first-class mail is delivered “on time” in Shetland. Notably, these islands are excluded from the delivery speed targets that Royal Mail is required to meet. While local residents generally appreciate the work of local postal workers, many believe that the issues stem from broader operational challenges rather than the efforts of individual staff members. For instance, residents have noted longer delivery times since Royal Mail moved its mail flight from Aberdeen to Glasgow.

The research conducted by Consumer Scotland will not only focus on mail but also on parcel services and local Post Offices, considering both domestic consumers and small businesses. The organization plans to engage directly with the community to better understand their needs and experiences. By gathering insights, Consumer Scotland aims to encourage policymakers—including the government, Royal Mail, parcel companies, and Post Office Ltd—to develop a “new understanding” of the priorities of Scottish island consumers.

The announcement of this project has been welcomed by Alistair Carmichael, the Member of Parliament for the Northern Isles, who has been vocal about postal service issues in Shetland. He expressed that islanders often feel disadvantaged compared to urban areas, stating, “It is no secret that islanders often feel like we are at the back of the queue when it comes to our postal services. That is a drag on our economy and our day-to-day life in a way that would be unacceptable if it were the case in any major city.”

Carmichael emphasized the importance of the research, noting that it could illuminate the extent of the problem: “Any research that can shed light on the scope of this problem is a good thing and should be a spur to improve our postal service. I shall look forward to seeing the results of this project when it reports back.”

In response to the figures released by Consumer Scotland in June 2023, a spokesperson for Royal Mail reaffirmed their commitment to providing a universal service across the UK, which includes delivering to all 2.9 million addresses in Scotland, as well as to rural, remote, and island communities. The spokesperson added, “We continue to explore new methods of delivering mail to remote locations, such as drone trials, and are working closely with ferry and flight operators to improve reliability.”

Royal Mail also acknowledged the challenges of recruitment and retention in these areas, noting their investment in local recruitment campaigns and the provision of retention bonuses to support their teams.

As this research project unfolds, the hope is that it will lead to meaningful changes that enhance the postal experience for individuals and businesses in Scotland’s islands, ensuring that no community is left behind.