The way we communicate is constantly evolving, and so is the UK's postal system. For organisations that send letters, documents, or other physical communications, upcoming changes present a chance to modernise, not to fall behind, but to move forward.
Rather than viewing this as the end of traditional mail, it's time to see it as a turning point. With the right strategy, physical mail can remain a trusted part of your communications toolkit—stronger, more innovative, and more integrated than ever.
What's happening?
Royal Mail is currently working with Ofcom to update the Universal Service Obligation (USO), the long-standing commitment to deliver letters six days a week, at a standard price, across the UK.
Following the decision announced on 10th July 2025, we can expect:
- First-class mail to continue with six-day-a-week delivery
- Second-class mail to remain available but may take longer, up to six days in some areas
There are pilots in 37 delivery offices across the UK that are already underway. The changes, will come into effect on 28th July, making now the ideal time to evaluate how your business communicates.
Why this matters now
These shifts aren't just about delivery times; they also impact the overall experience. They reflect a broader transformation in how people send and receive information. While physical mail volumes have declined over the past two decades, the number of delivery addresses continues to grow, and customer expectations for speed and reliability have never been higher.
According to Ofcom, UK addressed letter volumes fell from 20 billion in 2004 to just 6.7 billion in 2023, while the number of delivery points rose by around 5 million in the same period, a trend that places increasing pressure on the postal network's fixed-cost infrastructure.
The reality is that mail remains essential, especially for critical documents such as tax statements, legal notices, or billing communications. But its role must evolve alongside new technologies and user habits.
The shift toward blended communication
For organisations that depend on physical delivery, relying on a single channel is no longer enough. That's why forward-thinking businesses are adopting blended communication strategies—leveraging both postal and digital channels to ensure their messages reach their intended audience, regardless of the medium.
At Quadient, we've seen this shift firsthand. More SMEs, councils, and service providers are integrating hybrid communication models to protect against delivery delays, maintain compliance, and improve customer satisfaction.
Blended communication isn't about replacing physical mail; it's about making it more resilient. When time-sensitive information can be sent digitally when needed, or tracked more precisely when mailed, organisations gain confidence and control.
Whether it's a council sending reminder letters or a legal firm issuing notices, the goal remains the same: deliver timely, trustworthy communication that meets customer expectations.
Smarter solutions for a modern world
Quadient helps organisations future-proof their outbound communications by simplifying and optimising how mail is prepared, sent, and tracked—digitally or physically.
Our solutions enable you to:
- Automate manual mailing processes and reduce administrative effort
- Consolidate physical and digital delivery from a single platform
- Track and manage outbound items with greater visibility and accuracy
- Maintain compliance with evolving regulations
- Free up internal teams to focus on more value-added tasks
Whether you send 100 letters or 10,000, Quadient gives you the tools to communicate with confidence, now and in the future.
The future of mail is hybrid
Physical mail isn't disappearing—it's adapting. In a fast-paced world, it continues to deliver impact, mainly when supported by innovative technology and flexible workflows.
Now is the time to reassess your communication strategy. Are your systems designed for today's needs and tomorrow's challenges?
Let Quadient help you modernise how you manage mail, enhance your customer experience, and stay ahead of regulatory and market shifts.
Talk to us today to explore how a blended approach can work for your organisation.
