Bolton Elderly residents hit by post delays miss NHS appointments 'because Royal Mail prioritises Christmas parcels'

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Elderly residents waiting for important NHS letters, including cancer reviews and hospital appointments, have been hit by two-week delays on second class post.

Residents living at a sheltered housing scheme in Horwich say delays even led to a man missing important hospital treatment, after an appointment invitation arrived after the date it was due to happen.

The matter has now been taken up by Bolton West MP Phil Brickell, who claimed it had been ‘indicated’ to him that Royal Mail is ‘prioritising parcels over letters during the busy festive period’.

But a spokesperson for Royal Mail said Ofcom had found no evidence that the organisation instructs the prioritisation of festive parcels over letters outside of recognised contingency plans.

They also acknowledged how ‘important NHS letters are’, particularly when they relate to hospital appointments, and they ‘take any reports of delay extremely seriously’.

Mr Brickell’s office said it had been contacted by a resident of the sheltered housing scheme of 28 flats in Brownlow Court, who had been anxiously awaiting a cancer review letter.

After complaints were made to Royal Mail, the MP says she then received 13 pieces of post in one day, her first post for nearly two weeks. The woman estimated that three quarters of the letters were two weeks old including the cancer review letter, which had a sent date in November.

BT also sent a letter on November 27 which was also received on the December 10. Another Brownlow Court resident, a 64-year-old woman who did not wish to be named, spoke to the the Local Democracy Reporting Service.

She said: “We’ve all missed post and been wondering where it is. I was expecting a deposit card from the bank and it was sent out on November 27, it arrived on December 10.

“There was at least two weeks where we didn’t have any second class post at all. I know lots of residents who’ve been waiting for appointments to come through from the hospital that they’ve not got, it causes a lot of anxiety.

“One gentleman missed an important appointment at the hospital because the letter came after he was due there. There’s lady who had been waiting for an update following a cancer review.

“We’ve even stopped the postmen and asked and they said ‘we’re just doing what we’re told to do’. They told us they didn’t have enough staff and the priorities were first class and parcels and so anything else is going on the back burner.”

Mr Brickell has published a letter he sent to the chief executive of Royal Mail highlighting the postal issues.

He said: “While some prioritisation is understandable and inevitable due to the increased demand over Christmas, it is simply unacceptable to hearfrom constituents receiving no post for up to two weeks, including elderly residents waiting for important NHS letters.

“Residents are entitled to the best possible service all year round and many rely on the post to deliver key information such as NHS appointment letters. I am seeking assurances that these vital letters are being given the priority they deserve.”

A Royal Mail spokesperson said: “We know how important NHS letters are, particularly when they relate to hospital appointments, and we take anyreports of delay extremely seriously.

“The vast majority of mail continues to be delivered on time, but where disruption occurs, we work to resolve it as quickly as possible. We’ve worked closely with the NHS to introduce a dedicated barcode, which went live in July, to help optimise the delivery of hospital letters during busy periods.

“As we move through the busy Christmas period, our teams are working hard to keep mail moving and to minimise any delays.”

Royal Mail added that during exceptionally busy periods like Christmas, when volumes double, delivery offices can become very busy. They are typically older buildings built for a time where letters were the primary item.

With the increase in parcels, their large numbers can block walkways and create health and safety risks. Royal Mail said in those moments, clearing parcels first is sometimes necessary to keep offices safe and to ensure all mail, including letters, continues to move through the network.