Response from CEO Office received from gary.redmond@royalmail.com

Dear Ms Eastlake Thank you for your recent email’s sent to Moya Greene, CEO of Royal Mail. I have been asked to reply to you. It is always great to receive recognition regarding our delivery colleagues and I appreciate the support expressed about Alan White, and to hear he has provided such a high standard of service. I am very sorry to learn that you and the other residents of Theale have concern regarding change that is taking place. Providing our customers a good service is paramount, but the effect caused to us by an overall decline in mail, mainly letters, increased competition, and maintaining a cost effective and efficient service, has meant we have had to change the way mail is processed and delivered. All our mail processing and delivery units are undergoing change where we have been introducing new working practices and new equipment that will allow us to maintain a “one-price-goes-anywhere”, six-days-a-week service on a range of letters and parcels to more than 29 million addresses across the UK. Delivery rounds have changed to ensure the most efficient delivery routes are planned and to ensure our customers have a high quality end to end service. We have also invested in new technology as well as upgrading operational units in order to ensure that we have the facilities that provide the most efficient network for delivering the post. The changes in working practices and in some cases working locations will affect all of our people directly. We are committed to managing these changes with care. Therefore we have agreements with the Communication Workers Union (CWU) regarding how we apply the change. The agreement with the CWU includes a re-pick of duties that is based on seniority. I am so sorry that this will lead to Alan moving to another duty. I appreciate that change can impact on customers and how we serve their interest. It is not in anyway meant to cause upset or difficulty within the local community. I hope now that I have explained, you can understand the reason for the change and that we must keep to our agreements for fairness and consistency, without exception. The standard and quality of service that we provide to our customers is extremely important and key for us. The introduction of a senior and experienced colleague I trust will ensure there will be no affects to the quality of the service provided to your area. If you ever have any experiences of failure in our service please can you let me know and I will ensure it is looked into straightaway. Once again thank you for taking the time to write to us and for sharing the petition and the concern of the residents in Theale. Kind Regards Gary Redmond Chief Executive’s Office Royal Mail HQ 100 Victoria Embankment LONDON EC4Y 0HQ External Email: gary.redmond@royalmail.com