Post office closures have broken community ties
Vulnerable consumers were the hardest hit by the Post Office Network Change Programme says a new report by Consumer Focus Wales.
Elderly people, consumers with disabilities or long term sickness, or those on a low-income reliant on public transport, found the move hindered their ability to access services. Consumers forced to move to another post office complained about experiencing longer queues and an impersonal service.
Those with health problems found it difficult to queue for long periods or to walk the extra distance to the new post office without assistance. The closure of the local post office led to far fewer opportunities for social interaction with people reporting an increase in isolation and loneliness.
Maria Battle, Senior Director of Consumer Focus Wales, said: “Our research shows the real detriment people face, especially vulnerable people, when their local post offices are closed. We found examples of people who relied on public transport or who were elderly or disabled and struggled to access services.
“The findings of our research also show a very strong support for the post office network among consumers. There remains a strong preference among a significant proportion of consumers to continue to receive services face-to-face in their local community, rather than accessing it on-line or over the phone.
“For this reason we want to see the government fulfil their commitment to ensuring there are no further closure programmes and work to develop a sustainable post office network.
“With this in mind we strongly support the government’s proposals to introduce new financial services products into post offices, in particular accounts for those who currently do not have a bank account.
“But Post Office Ltd also needs to play a part and ensure they are capable of improving and expanding the services they offer. As the voice of postal customers we want to see a sustainable post office network thrive in future.”
Post office customer Ann Griffiths, 68, from Ammanford, said: “Closing my local post office has had a big impact on the community in Tir-y-dail. The post office was seen as a strong link in the community here but that link has been broken. Older and more vulnerable people rely upon the post office to get their money and deliver parcels.
“Now they have to travel into town or up to the next village to use the Post Office, which isn’t easy for those with mobility problems. We assumed it was a service but it doesn’t seem to be a service anymore.”
The report also illustrated that consumers were not convinced by the UK Government’s reasons for the closure programme. Furthermore, they were very unhappy with the nature of area consultations on closures, as there was little scope to alter decisions and Post Office Ltd had not been seen to respond to concerns raised.
People recalled seeing publicity on television news and in the local press regarding the post office closure programme generally but had seen nothing specific to their actual community until very close to the closure date
Background notes
- A copy of the report is available here
- Consumer Focus research ‘Opportunity Knocks’ provides clear evidence that the post office would be ideally placed to offer financial service accounts. To review the report please click here
- Another report which ties in with the finding of the Post Office closures is Cost of Cash, a piece of research carried out by Consumer Focus Wales which forms part of a wider study into what is often called the ‘poverty premium’ and how it affects families in Wales. The full report can be accessed by clicking here.
- Consumer Focus Wales is the independent champion for consumers and the statutory voice for postal and energy consumers. We represent consumers across all markets and services and work to secure a fair deal on their behalf.