An estimated 15.7 million people in the UK experienced postal delays last month, according to new research commissioned by the charity, Citizens Advice.
Many of those who experienced delays said they had suffered knock-on impacts, such as missing health appointments, fines or bills.
One woman said at least four of her hospital appointment letters were delayed during a “high risk” pregnancy.
Citizens Advice Chief Executive, Dame Clare Moriarty, described the level of delays as “appalling”.
The charity also called on regulator Ofcom to strengthen its current review of postal services.
Royal Mail said the year 2022/2023 was “one of the most challenging in our history” and said its services had been impacted by strikes and “high levels” of staff absence.
Image: Royal Mail has blamed strikes for the disruption
The survey of more than 4,000 adults surveyed between 25 May and 5 June found nearly one in three (31%) of those questioned – equivalent to be around 15.7 million people if replicated across the UK – said they had experienced a letter delay, while 22% said they had experienced a parcel delay.
Of those who responded, 15% said they had experienced a serious negative consequence, including missing important documents, missing a health appointment, or losing money through fines.
The charity also said that its research showed how people of colour were nearly twice as likely (23%) to experience negative consequences as a result of letter delays compared to white respondents (13%).
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Meanwhile, 21% of disabled people experienced negative consequences as a result of letter delays, compared to 13% of non-disabled people, according to the charity.
Winifred, a 24-year-old from Hemel Hempstead, told the charity that during her pregnancy – regarded as “high risk” by doctors – she waited for multiple hospital letters that failed to arrive on time.
“I was so stressed out,” she said.
Image: File pic
Winifred, who now has an eight-week-old baby, added: “Another time, I knew I had an appointment that week, but hadn’t received the letter so I went directly to the hospital to ask when the appointment was.
“They told me it was the next day – if I hadn’t gone to the hospital to ask, I would have missed it.”
The Citizens Advice report comes after MPs recently highlighted evidence that Royal Mail had prioritised parcels over letters and called on Ofcom to investigate this issue across a number of years.
The charity said its research showed it was no longer acceptable for Ofcom to have a business-as-usual approach to its investigation and called on the regulator to launch a multi-year review into mail delays and deprioritisation.
Dame Clare Moriarty said: “Royal Mail’s delays are still at appalling levels and it’s consumers who are being saddled with the consequences.
“Delayed post’s been an issue for years and the problem is only getting worse. Ofcom must now do a full root-and-branch investigation into mail delays.”
A spokesperson for Royal Mail said: “We’re sorry to any customers who may have been impacted by our performance during a year that has been one of the most challenging in our history, with quality of service materially impacted by the long-running industrial dispute with the CWU and compounded in some areas by high levels of staff absences.
“Improving quality of service is a top priority and an improvement plan is already under way.”
An Ofcom spokesperson said: “We assess Royal Mail’s performance against annual delivery targets and we are investigating its failure to meet delivery targets for 2022/23.
“We take quality of service seriously. If we determine that Royal Mail has failed to comply with its obligations, we may consider whether to impose a financial penalty.”
“That smell of maggots, rotting food and maggots, my house smells like that.”
For Louise, not her real name, home has become a hell she cannot escape.
“We just couldn’t move for flies, and then we noticed an increase in rats,” she says.
Louise lives near Bolton House Road in Wigan. At the end of a row of terraced houses sits a former scrapyard, which has been transformed into an industrial-scale illegal dump site.
The wagons started coming last winter, “20, maybe 30 times a day,” Louise remembers.
“Eighteen-tonne wagons. Full of all sorts; nappies, black bin rubbish, chemicals, plastic.”
Within a few weeks, she and her neighbours realised the waste was just being dumped, not sorted or managed. It piled up, higher and higher.
They contacted the council, the Environment Agency and the police – but Louise claims no one did anything to stop the lorries.
Her retired neighbour, Tom, says it felt like the authorities “didn’t want to know”.
Though he does remember someone from the council asking him if he could go and “have a look for them” and “report back” information about what sort of waste was being dumped.
Louise and Tom are both so worried about who could be behind this that they are only comfortable speaking anonymously.
The fire which lasted nine days
By July’s heatwave, the site had long been full. The wagons had stopped months earlier, so 25,000 tonnes of waste, several storeys high, sat festering in the sun.
Lorries and vehicles in the former scrapyard lay buried, unseen, beneath the shredded and rotting filth – and then the fire started.
For nine days, dozens of firefighters from across Greater Manchester fought to bring the fire under control.
Image: Pic: Wigan Council
Image: Pic: Wigan Today
The nearby primary school had to shut due to the acrid smoke.
The sheer amount of water needed by fire engines to tackle the blaze left residents without any – while many were forced to keep their windows and doors shut in the 30C-plus heat.
Some were left with chest infections, others were hospitalised.
“I think it’s awful to let people live with that toxic rubbish right next to our house after us all asking for help and nothing’s materialised,” Louise says.
The crime costing the economy billions
Sky News has been investigating how, across the country, waste crime is a growing scourge and a booming business being exploited by criminal gangs.
Being paid to remove rubbish only to dump it illegally without sorting it or paying tax is an easy way of making huge amounts of money, with poorly enforced legal repercussions and a huge cost to the environment.
It’s something the previous head of the Environment Agency called “the new narcotics”.
The residents of Bolton House Road are not the only victims of this toxic dump.
Last winter, Neil Hardwick rented out three diggers to an individual, unaware of the growing illegal dump site in Wigan.
By March of this year, he had not received several rental payments and had received a call from the Environment Agency warning him about what was happening at the site.
Image: Neil and Carla Hardwick
With his daughter Carla, he went to Bolton House Road in an attempt to retrieve the machinery, worth approximately £300,000 in total.
At the site, Carla says a group of men slapped her, as well as spat at her. The men allegedly told her father: “We want you to give us £100,000, and we’ll allow you to take your diggers back, or we can cut your throat.”
Carla and Neil say an officer from Greater Manchester Police dismissed their report, and claimed their machinery was not stolen.
That officer also threatened to arrest the pair if they did not leave the area, they say.
“I just wanted us to get those machines back. But the fact that a man can spit in a woman’s face and get away with it, and the police are not interested, well, it is maddening,” Carla said.
The Hardwicks returned to the site 10 days later with officers from the National Crime Agency but found their machines smashed up and destroyed.
Mr Hardwick said the ordeal was “absolutely soul-destroying”.
“It’s caused us so much grief, damage to business, just absolutely brought us to our knees,” he said.
Image: A vehicle used to transport waste to the illegal dump
Greater Manchester Police told Sky News there is an ongoing complaint relating to the incident involving Neil and Carla Hardwick at Bolton House Road, and “this process will take time”.
“As part of this complaint, our Professional Standards Directorate are assessing all elements of the investigation including all crimes and reviewing bodyworn footage,” a spokesperson said.
The £4.5m bill
Finding out how the illegal dump in Wigan happened, and who’s responsible, is hugely challenging.
The landowner has not responded to Sky, nor have the companies which allegedly own the lorries seen by residents transporting the waste.
They appear to be either refuse or haulage companies that boast of their environmentally friendly credentials.
Image: The firms seen moving waste to the illegal dump did not reply to Sky News
One company’s website claims it diverts most of its waste away from landfill, and advertises its “innovative approach” to waste management.
“We’re passionate about the environment,” the website says.
Josh Simons, the local Labour MP, has been outraged by the case.
Speaking before his promotion to the Cabinet Office, he said it is “buck-passing” between Wigan Council, the police, and the Environment Agency.
Mr Simons says he was told at the start of the year that there was a criminal investigation, “and therefore no action can be taken to prevent people from dumping more on the site or intervening”.
“That just doesn’t seem right to me,” he says.
He also says information and financial support from the Environment Agency to Wigan Council has been poor.
“The number [the council] have come up with is about £4.5m to clear the waste.
“Anybody who knows local authority budgets at the moment knows they don’t have nearly five million pounds stashed behind the sofa. So what’s supposed to happen?”
The land itself is not worth £4.5m – and Mr Simons thinks this makes working-class areas uniquely vulnerable to this kind of crime.
Image: The funding and powers of the Environment Agency need to change, says Josh Simons MP
Paul Barton, director for environment at Wigan Council, said: “Our top priority is to ensure those residents feel heard and safe while the Environment Agency carries out their investigation with our full cooperation.
“We want the site to be cleared as a matter of urgency and are continuing to work with the Environment Agency to survey and sample the waste so polluters/landowners – who are the responsible parties – can progress this as soon as possible.”
Paul Clements, director of operations at the Environment Agency, said: “We are prioritising local people, businesses and the nearby school as we work… to deal with this illegal waste site as quickly as possible.
“Our staff continue to visit the site and at the forefront of our minds is the impact the illegal waste is having on the local community.
“We are continuing to progress our criminal investigation as a priority. This includes actively pursuing many lines of enquiry, interviewing under caution and using the enforcement tools available to us.”
Additional reporting by Adam Parker, OSINT editor, and Niamh Lynch, planning producer
The Environment Agency (EA), police and other agencies are failing to stop fly-tipping by organised crime groups, a cross-party group of peers has found.
In a damning letter to the government, members of the House of Lords’ Environment and Climate Change Committee called for an independent review of waste crime, with the current approach “inadequate”.
Their report described the EA as “slow to respond to even the most flagrant and serious illegality” – and said its taskforce on waste crime appears “ineffective”.
Police are accused of showing a “lack of interest” in the crime, while penalties for criminals do not match their profits and are “insufficient to deter future offending”.
Sky News has been investigating the boom in waste crime – a trade so lucrative it has been named the “new narcotics”.
Our most recent investigation found that for months the Environment Agency failed to prevent 20 lorries a day dumping industrial levels of waste at the end of a residential street in Wigan.
Over the summer, the 25,000 tonnes of rubbish burnt for nine days – making life hell for residents.
In July, we tracked down a group of suspected organised fly-tippers who waved wads of cash on TikTok after appearing to dump waste in the countryside and in farmers’ fields.
The Lords’ committee has called for the EA’s Joint Unit for Waste Crime to do more to encourage collaboration between various authorities, and for the Department for Environment, Rural and Food Affairs to develop and publish targets for tackling this issue.
Peers have also demanded an end to what they call the “merry-go-round of reporting” where members of the public who report fly-tipping and waste crime in their area get bounced between various agencies.
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Criminals benefitting from trash
This is something Sky News has often heard from victims – they will call the police, only to be told to speak to the council, which then pushes them over to the EA.
Peers want a “single telephone number and web portal” which would triage responsibility for each case.
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The boom in waste crime
An EA spokesperson said: “We recognise the recommendations of the report and are committed to doing more.
“Last year alone, our dedicated teams shut down 462 illegal waste sites and prevented nearly 34,000 tonnes of waste being illegally exported – showing that we can make real change despite the challenges involved.”
The King has been heckled over his brother Prince Andrew’s relationship with convicted sex offender Jeffrey Epstein during a visit to a cathedral.
Charles was shouted at by a man in the crowd outside Lichfield Cathedral in Staffordshire on Monday, who asked: “How long have you known about Andrew and Epstein?”
The protester, who was filming on a mobile phone, also said: “Have you asked the police to cover up for Andrew? Should MPs be allowed to debate the royals in the House of Commons?”
Image: King Charles during his visit to Lichfield Cathedral. Pic: AP
The King did not respond to the comments, which came as the monarchy faces increasing pressure to resolve the controversy surrounding Andrew, who earlier this month said he would stop using his Duke of York title and his knighthood after revelations in the posthumous memoir of sex assault accuser Virginia Giuffre.
The prince has always strenuously denied all allegations against him from the late Ms Giuffre.
At the moment, Andrew resides at Royal Lodge, a Windsor mansion where he effectively lives rent-free. He’s done so since 2003.
Obstacles to a settlement are reportedly where the prince, who remains eighth in line to the throne, will live and what financial recompense he will receive for the funds he spent renovating the home.
The Sun reported he is keen on Harry and Meghan’s former home Frogmore Cottage.
Image: Prince Andrew and Jeffrey Epstein. Pics: PA/Sipa/Shutterstock
‘The royals need to be challenged’
Calls are still growing for Andrew’s dukedom to be revoked, which can only be done by an act of parliament.
Downing Street has indicated it its reluctance to do so, suggesting the King would not want the issue to take up politicians’ time.
Graham Smith, chief executive of anti-monarchy group Republic, said: “The royals need to be challenged, and if the politicians won’t do the job and the police won’t investigate, then more and more members of the public will be asking tough questions.”
He said he believed Monday’s heckler was “one of our own members but doing their own thing”.
After the visit to the cathedral, the King laid flowers at the UK’s first national memorial commemorating LGBT armed forces.
He was joined by dozens of serving and former members of the armed forces, as he met veterans who told of the trauma inflicted by the military’s former “gay ban”.
The memorial, titled An Opened Letter, was unveiled at the National Memorial Arboretum.