The crumbling of a British institution has been laid bare by a devastating new report, revealing that 16 million people were left waiting for Christmas post that arrived late—or never—signaling a collapse in basic public service.

Citizens Advice has branded Royal Mail’s performance "unacceptable" after finding a 50% surge in delays compared to the previous year. [...](asc_slot://start-slot-19)This isn't just about missing Christmas cards; it is about missed hospital appointments, legal fines, and vital documents. For 5.7 million people, the delay had serious personal consequences. "There is no light at the end of the tunnel," warns Anne Pardoe of Citizens Advice.

The Cost of Privatization

The backdrop to this failure is the controversial takeover of Royal Mail’s parent company by Czech billionaire Daniel Křetínský. Critics argue that the drive for profit has gutted the workforce and hollowed out the "Universal Service Obligation." With regulator Ofcom seemingly toothless—exempting Royal Mail from targets during the busy Christmas period—the consumer is left defenseless.

For the Kenyan diaspora in the UK, this is a familiar frustration. Many rely on the post to send remittances or documents back home. When the Royal Mail fails, the lifeline to families in Nairobi and Kisumu is strained. The irony is bitter: a service once the envy of the world is now failing to deliver the basics.

• The Stats: 16 million affected; 5.7 million suffered serious consequences.
• The Cause: Staff shortages, structural changes, and regulatory loopholes.
• The Future: Proposals to cut second-class delivery days threaten to make the service even worse.

A System Broken

The "dreadful festive slump" is a symptom of a deeper malaise in UK infrastructure. [...](asc_slot://start-slot-21)As stamp prices rise, service quality plummets. The message to the public is clear: pay more, expect less. Unless Ofcom cracks down, the Royal Mail risks becoming a relic, relevant only for its history, not its service.