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A ‘front office’ for government services
This discussion paper looks at the general case for promoting the post office as a ‘front office’ for government. It looks in particular at the context of Northern Ireland where the responsibility for public services is configured differently from elsewhere in the UK. It describes what government services are currently accessible via the Northern Ireland [...]
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Letter lockout
This report examines the nature and extent of mail delivery problems experienced by domestic mail consumers in Northern Ireland. Specifically, it assesses how flats with shared access can present particularly intense delivery obstacles, affecting Royal Mail and householders alike.
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Consumer friendly post offices?
This report examines the consumer experience of post offices throughout Northern Ireland and in doing so focuses on three themes. These include the accessibility of post office branches across Northern Ireland for consumers with disabilities, post office environment in terms of signage, presentation and layout of premises and quality of service provided during a typical [...]
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‘Sorry, you were out……’ The unsuccessful delivery of your mail
This paper examines the Northern Ireland postal consumer’s experience of Royal Mail’s delivery network. This experience is of increasing relevance to large numbers of postal consumers since, with the growing levels of online shopping and changes in consumer lifestyles, Royal Mail is handling an unprecedented level of fulfilment mail.
Latest News RSS
Consumer watchdog sets out moves needed to make post office changes work better for customers
11 May 2012
Consumer Focus, the UK postal watchdog, is calling for improvements to the new Post Office Local (PO Local) model, if it is to work better for consumers. The call comes as a new report from the watchdog – ‘Open all hours’ – shows that while the new model has potential benefits, there are unresolved problems [...]
NI missing the opportunity to get the most out of Post Offices
30 April 2012
A new report ‘A front office for government services’ by Consumer Focus Post, the postal consumer champion in Northern Ireland (NI), says post offices could and should be providing more key government services. This would have dual benefits of improving access to services for consumers and increasing the sustainability of the post office network that [...]
Stamp prices
27 March 2012
Responding to the news of stamp prices announced today, Kellin McCloskey, Head of Postal Policy at Consumer Focus Post said: ‘This is not great news for consumers. I doubt anyone is going to think about the challenges facing Royal Mail when they are paying 60p for a first class stamp. Unfortunately, the economics of Royal [...]
Challenges facing postal deliveries to flats in Northern Ireland
15 March 2012
A new report published today by Consumer Focus Post – called ‘Letter Lockout’1 – explores the nature and extent of mail delivery problems experienced by consumers living in flats across Northern Ireland. While most residents of flats express high levels of satisfaction with their postal service provided by Royal Mail, the new findings also reveal [...]
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Latest Publications RSS
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A ‘front office’ for government services – The Post Office in Northern Ireland
30 April 2012
This discussion paper looks at the general case for promoting the post office as a ‘front office’ for government. It looks in particular at the context of Northern Ireland where the responsibility for public services is configured differently from elsewhere in the UK. It describes what government services are currently accessible via the Northern Ireland [...]
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Letter Lockout
15 March 2012
The report examines the nature and extent of mail delivery problems experienced by domestic mail consumers in Northern Ireland. Specifically, it assesses how flats with shared access can present particularly intense delivery obstacles affecting Royal Mail and householders alike. It looks at how householders respond to these problems and makes proposals for a way forward [...]
