We are undertaking a programme of wholesale reform to ensure we learn from mistakes and move forward for the benefits of all postmasters.
Post Office has a long history of public service and we want to secure that service for the future by learning from past mistakes and moving forward for the benefit of all postmasters. This is not about quick wins or easy fixes, but lasting change across the business.
We are undertaking a programme of wholesale reform including changes to improve culture, practices and operating procedures.
This includes strengthening the postmaster voice through regional forums and listening groups as well as embedding postmasters in leadership positions across the organisation. For example, there are now two serving postmasters who are Non-Executive Directors on the Post Office Board. Elections were run for the second time in 2024, and Brian Smith and Sara Barlow were elected to serve on the Board. We also have a serving postmaster as our Postmaster Experience Director to ensure that decisions taken at the top of the organisation are grounded in reality for postmasters.
Our Chief Executive, Neil Brocklehurst and other senior colleagues also continue to meet with people affected across the country to apologise directly and to hear, first hand, their personal experiences. Neil and his team have an open direct offer to meet any victim who wishes to do so.
In January this year, we introduced a Consultative Council, which brings together representatives from different postmaster groups to inform the strategic direction of the Post Office. Similarly, we now have a Postmaster Panel, which gives postmasters the opportunity to review and provide feedback on Post Office policies and processes based on their perspective and experiences from running a branch.
A new wellbeing initiative, which is run by a group of postmasters and Post Office colleagues is entirely focused on highlighting and enhancing the support available to postmasters and their teams on a range of topics and situations – from urgent help and support, through to building a peer-support network.
These initiatives cover a range of topics but overall, they reflect our ambition to bring postmasters into the centre of Post Office, and ensure the organisation is set up to serve them and their branches.
In addition, we have reviewed and updated the communication and support we offer postmasters on a range of topics. These improvements remain ongoing but have included the development of Branch Hub, a self-service interactive portal for postmasters that is available 24/7 and supplements the Branch Support Centre for initial support. Branch Hub also allows postmasters to access information about issues with Horizon if they arise, complete some tasks that were previously only available over the phone (e.g. stock ordering), and gain insight on the performance of their branch through the Branch Insight Tool. Importantly, we have reviewed and updated the support for postmasters if they identify a discrepancy in branch. This process is summarised in the graphic below.
In May 2024, our Chair Nigel Railton joined the organisation with the remit to carry out a strategic review of Post Office. In November 2024, he set out a five-year Transformation Plan to deliver a ‘New Deal for Postmasters’ that significantly increases their total annual income through revenue sharing and strengthens their role in the direction of the organisation. You can read more about the ‘New Deal for Postmasters’ here.