Research Project Launches to Improve Postal Services in Scotland’s Islands

A new research initiative will investigate the experiences of consumers regarding postal services in Scotland’s islands. Led by Consumer Scotland, the project aims to gather insights that will inform improvements in mail delivery, parcel services, and Post Office operations for those living in remote areas.

Recent figures from Consumer Scotland revealed that only 29 percent of first-class mail is delivered “on time” in Shetland, highlighting a significant gap in service reliability. Notably, the islands of Shetland, Orkney, and the Western Isles are not subject to the same delivery speed targets that Royal Mail is obligated to meet for the rest of the UK. While many residents believe that local postal workers are performing admirably, they attribute the delays to systemic issues beyond the control of frontline staff.

Community feedback indicates that changes, such as the relocation of the mail flight from Aberdeen to Glasgow, have contributed to extended delivery times. Furthermore, a survey conducted by Consumer Scotland found that 72 percent of consumers in the Highlands and Islands have faced additional charges when ordering parcels online, further complicating their postal service experiences.

In response to these findings, Consumer Scotland will engage directly with both domestic consumers and small businesses to evaluate how effectively postal services are meeting their needs. The organization seeks to ensure that policymakers, including government representatives and the regulators at Royal Mail and Post Office Ltd, gain a clearer understanding of the challenges faced by island consumers. Through this engagement, Consumer Scotland hopes to identify actionable steps that can be taken to address the issues highlighted by residents.

The initiative has garnered support from local leaders, including Alistair Carmichael, the Member of Parliament for the Northern Isles. Carmichael has frequently raised concerns regarding postal services in Shetland, particularly regarding staffing shortages at the Lerwick sorting office. He remarked, “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. 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 light of Consumer Scotland’s recent figures, a spokesperson for Royal Mail stated, “We are fully committed to the Universal Service across the UK, which includes delivering to all 2.9 million addresses in Scotland, as well as rural, remote, and island communities. 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. Recruitment and retention can be challenging in these areas, and we are actively investing in local recruitment campaigns and offering retention bonuses to support our teams.”

As this research project unfolds, it will provide valuable insights into the postal service challenges faced by island communities, with the aim of fostering improvements that benefit residents and businesses alike.