05 June 2009 - Steve Lawson - © Hellmail Postal News

Consumer Focus, which took on some of the responsibilities of the former Postwatch, has criticised the short consultation periods leading up to Post Office closures and poor communication from Post Office Ltd.

Richard Bates, community services expert for Consumer Focus, said:

"The post office closure programme has caused anxiety and concern for many consumers and communities. We agree with the National Audit Office that the process was made even more difficult by the short consultation period and the often poor communication by Post Office Limited.

"The future success of the post office network depends on it modernising to offer first-class customer service, and bringing in new business, including a post bank and the provision of new government services. Post Office Limited must also deliver all of the promised outreach post offices1 and make sure they give customers the high quality service they need and expect."

The National Audit Office report, commisioned almost a year ago, drew attention to the fact that under the criteria for closures, 95% of the population of each postcode district should be within six miles of their nearest post office outlet but that this was not being met in six out of 2,796 postcode districts, although five of these cases have since been resolved.

It concluded that BERR and Post Office Ltd would need to reassure users of post office services by making sure that alternative provision – for example through Outreach services – meets users’ needs effectively.

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