Norton Calls on USPS to Address Unreliable Mail Delivery and Poor Service at Several NW D.C. Neighborhood Post Offices

WASHINGTON, D.C.—Congresswoman Eleanor Holmes Norton (D-DC) today released her letter to United States Postal Service (USPS) Postmaster General Megan Brennan asking her to address several concerns raised by constituents about difficulties receiving their mail consistently and experiencing poor customer service at the Friendship Heights, Cleveland Park and Tenleytown Post Offices in the District of Columbia.

In her letter, Norton wrote, "At these post offices, I understand that customers often do not receive their mail at all on certain days. The most common complaints include late-night delivery, failed delivery and damaged mail. One issue I have heard about repeatedly is that there is a lack of responsiveness by station managers to customers. I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages. We are considering holding a forum with you and our constituents to help the community understand the best way to quickly get responses and change."

Norton requested a response within 30 days outlining how USPS plans to address her concerns. Her full letter is below.

Megan J. Brennan
Postmaster General and Chief Executive Officer
United States Postal Service
475 L'Enfant Plaza SW
Washington, DC 20260-3500

Dear Postmaster General Brennan:

I am writing because a number of my constituents in the District of Columbia have been experiencing difficulties receiving their mail consistently and properly.

We realize that from time to time there will be mishaps in delivery of mail. However, there appear to be recurrent problems in at least four post offices in Northwest D.C., which may be indicative of a pattern of mail delivery problems in those clustered locations. For example, we have learned from constituents and from a member of the D.C. Council that there is unreliable service at the Friendship Heights, Cleveland Park, and Tenleytown Post Offices in the District, as well as the Bethesda station in nearby Chevy Chase, Maryland. At these post offices, I understand that customers often do not receive their mail at all on certain days. The most common complaints include late-night delivery, failed delivery and damaged mail.

One issue I have heard about repeatedly is that there is a lack of responsiveness by station managers to customers. I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages.

We are considering holding a forum with you and our constituents to help the community understand the best way to quickly get responses and change.

I ask that you respond to this letter within 30 days, outlining how the United States Postal Service plans to address these concerns. I look forward to working with you on these important issues.

Sincerely

Eleanor Holmes Norton