News & Press

A new report¹ from Consumer Focus highlights flaws in the consultation process around the Post Office closure programme.² The consumer champion argues in ‘How was it for you? Consumer engagement in the Post Office closure programme’ that lessons must be learnt by providers of essential local services for the future.

An unprecedented number of people – around 2.7 million – tried to air their views about the closure programme through writing to their local MP, taking part in newspaper campaigns or other means.³ However, Post Office Ltd failed to effectively engage consumers in shaping change to the network, with only around one in 13 directly contributing to the formal decision-making process to close local Post Offices.⁴ As a result Post Office Ltd missed opportunities to obtain valuable local knowledge of how cutbacks would affect communities, and many consumers were left feeling that the consultation process was a sham.

The research reveals that consumers thought Post Office Limited communicated information about the closure programme consultation poorly, rating its communications 4.2 out of 10 on average. Less than 20% of consumers were aware that the closure proposals were subject to a consultation to which they could respond. The poor communications, combined with the short six-week consultation period which gave little time to respond, made it difficult for consumers to engage effectively. The vast majority of consumers instead took part in local activities such as petitions, which proved far less effective in influencing the final decision on closures than a formal response. 

Andy Burrows, public services expert for Consumer Focus, said:

‘During these challenging financial times, cutbacks in key local services seem inevitable. Our research on the Post Office closure programme warns that, unless consumers are actively engaged around decisions on essential services, consultations will be more likely to fail.

‘Effectively engaging with, and listening to, consumers, is essential to ensure that changes take place that deliver services that meet the needs of local communities.’

With difficult times ahead, Consumer Focus urges public service providers who may face cuts, such as local authorities responsible for social care, community transport and libraries, to engage with consumers to ensure service changes meet their needs. The consumer champion argues that future consultations must meet the needs and expectations of consumers. Consumers must be made aware of what exactly the proposals are, how the consultation process works, and the most effective way to influence the final decision.

Consumer Focus recommends that similar large-scale consultations are effectively publicised and span twelve weeks to allow enough time for consumers to respond and communities to develop alternative proposals to maintain services. People should be able to respond through a range of convenient means, such as a freephone number, freepost address, or in person through community facilities. Communication materials should outline what the proposals are, how the consultation process works, the range of ways consumers can respond and the most effective way to influence the final decision.

ENDS

Notes to Editors:

1. The research, carried out by Accent (www.accent-mr.com), consisted of: a telephone survey of over 1,200 consumers, focus groups in eight locations across the UK, and twenty in-depth interviews with key stakeholders including MPs, councillors, local authorities, and representatives of the Federation of Small Businesses.
2. In May 2007, the Government announced that Post Office Ltd would close 2,500 branches, and establish 500 new outreach services. During the closure programme Post Office Limited consulted on each of its closure and outreach proposals for a six-week period to determine which post offices would shut. Public consultations followed an eleven-week period in which local authorities and Consumer Focus’ predecessor body, Postwatch, had the opportunity to monitor and seek changes to the proposals.
3. Post Office Ltd reportedly received 190,000 formal responses to its consultation, with Consumer Focus’s predecessor body Postwatch receiving another 15,000 submissions. The new research suggests wider consumer engagement with the programme was significantly higher with an estimated 2.7 million consumers making their views known, through means including signed petitions, attending public meetings, responding to newspaper campaigns, writing to MPs and other elected officials, as well as responding formally to the consultation through Post Office Ltd.
4. Although surveys were returned by consumers to Post Office Ltd these did not directly contribute to the formal decision-making process on the proposals.

• Consumer Focus is the independent champion for consumers, created from the merger of energywatch, Postwatch and the National Consumer Council (including the Scottish and Welsh Consumer Councils). We are the voice of the consumer, and work to secure a fair deal on their behalf.