The SubPostmaster magazine - February issue

THE 

THE OFFICIAL JOURNAL OF THE 

NATIONAL FEDERATION OF SUBPOSTMASTERS 

FEBRUARY 2024 www.nfsp.org.uk 

A FIVE-STAR 

SERVICE 

How Edgware Road PO 

is enhancing its 

reputation through 

Google Reviews 

NEWS 

I P6 

Backing postmasters is 

more important than ever 

NFSP INTERVIEW 

I P14 

Tim Boothman outlines the 

NFSP’s supporting role 

MAILS SEGREGATION 

I P18 

The latest update from the 

NFSP Mails Support Team

Contents 

THE 

THE OFFICIAL JOURNAL OF THE NATIONAL FEDERATION OF SUBPOSTMASTERS 

FEBRUARY 2024 www.nfsp.org.uk 

In this month’s issue 

4 NFSP COMMENT 

Chief Executive Officer Calum Greenhow outlines why Post 

Office Ltd (PO) must now focus on its costs 

6 NEWS 

Backing postmasters after ITV drama fallout 

7 NEWS 

The latest developments on the establishment of a PO 

Oversight Committee 

8 NEWS 

NFSP expresses reservations about PO Board Postmaster 

NED role, plus details about our new podcast: The Post 

Report 

9 NEWS 

DVLA and PO sign contract extension following success of 

NFSP petition 

10 NEWS 

The NFSP reflects on achievements relating to our work 

advocating and representing postmasters 

12 NEWS 

Regional Non-Executive Directors elections 2024-27 

13 NEWS 

Save the date: NFSP Annual Conference and Retail Event 

14 NFSP INTERVIEW 

Members’ Editor Jon Follenfant spoke to NFSP chair Tim 

Boothman in a wide-ranging interview 

18 MAILS SEGREGATION 

The latest compliance results, as the target for mails 

segregation payments gets closer 

20 NETWORK UPDATE 

Results from the November and December member survey 

and directors’ log 

22 POST OFFICE OF THE MONTH 

Edgware Road Post Office’s Dipesh Modha shares the 

secrets to his success 

26 THE NET UPDATE 

The latest from the Negotiating and Engagement Team 

28 MAILBOX 

Your letters answered by PO and the NFSP 

34 PLANNING AHEAD 

Spring is the time to reorganise for the coming months 

6 8 

14 22 

A reminder: The next edition of The Subpostmaster 

will be published in April 2024 

Production editor: Allan Norbury (allan@lewisbusinessmedia.co.uk) 

Design: Sarah Crowhurst 

Contributors: Steven Bailey, Ruth Buckley-Salmon, Wendy Burke, Robert 

Clack, Amanda Cox, Julia Goatcher, Calum Greenhow, Simon King, Keith 

Richards, Helen Richardson, Paul Simmonds, Elizabeth Vessey 

Members’ Editor: Jon Follenfant 

NFSP Headquarters: 

Evelyn House, 22 Windlesham Gardens, 

Shoreham by Sea, West Sussex BN43 5AZ 

Tel: 01273 452324 

Email: thesubpostmaster@nfsp.org.uk 

The views expressed in The SubPostmaster are not necessarily those of the NFSP. 

The SubPostmaster is published by Lewis Business Media (Arts) Ltd 

on behalf of the National Federation of SubPostmasters 

©Lewis Business Media (Arts) Ltd 2024 

Tel: 01825 983105 

ISSN 0039-433 

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February 2024 The SubPostmaster 3

Comment CEO Calum Greenhow 

AFTER HARROWING ITV DRAMA, 

PO MUST FOCUS ON COSTS 

must start by talking about 

I 

last month’s ITV drama Mr 

Bates vs The Post Office 

which was harrowing to 

watch. The Horizon scandal affected so 

many colleagues, whether 

postmasters, their assistant employees 

or even employees of Post Office Ltd 

(PO), and as a former postmaster 

myself it is only by sheer luck that 

neither I nor my family were caught up 

in it. 

It was great to see how the show 

received so much coverage. All at the 

NFSP welcome the approach by the 

government in relation to finally 

bringing justice to all of the victims of 

the Horizon scandal, and so many 

innocent people being exonerated. 

We remain heavily involved with the 

Inquiry and have submitted thousands 

of pages of documents, but it clearly 

wasn’t enough. 

I’ve previously publicly apologised to 

all victims of the Horizon scandal for 

what they endured and will again 

reiterate how sorry I am that the NFSP 

was unable to prevent it from 

happening. 

As the Inquiry has shown, other 

representative bodies also had 

members, which included 

postmasters, who are now victims. 

Today, the NFSP is trying to ensure 

that all victims have their reputations 

restored and all their losses repaid. 

Since 2012, I have been keeping track 

of the PO financial performance and 

the latest figures covering the year 

April 2022 to March 2023 provide some 

interesting statistics. 

For example, the headlines on the 

accounts in the press surround the 

provision for Overturned Convictions, 

which has been revised down from 

£487 million to £244m. 

This is due to the number of former 

postmasters, assistants and employees 

of PO that are coming forward to 

request an appeal of their conviction, 

being significantly less than was 

predicted. The NFSP’s view is that all 

convictions may be unsound, not just 

those where Horizon was key, and 

NFSP Chief Executive Officer 

Calum Greenhow 

therefore, we encourage as many 

former colleagues as possible to come 

forward and request an appeal. 

However, there are other figures that 

may not make the headlines but are 

still of significance. These include: 

Mails has declined by £99m since 

2012 but specifically £46m in the last 

year alone due to the Royal Mail strikes 

throughout December, the cyberattack 

in January and the overall 

aggressive manner in which Royal Mail 

discourages customers from using our 

network. 

This equates to over £26m in lost 

revenue to the network, or over £2,300 

per postmaster. This is why it is 

imperative that we as a network are 

able to do as much PUDO, Amazon, 

Evri and DPD business as possible. Not 

only that but we need to become the 

mails hub in our locality. 

Cash & Banking has risen by £99m 

since 2012 and by £33m in the last year, 

which is due to the exceptional work 

colleagues do in serving their 

customers and the decline in the 

number of bank branches. With the 

advent of Banking Framework 4, now 

is the time for PO to really push 

forward the Enhanced Post Office 

model being integrated into the 

existing network, with a greater 

emphasis on banking. Now is the time 

for more banking services to be 

available across the whole network. 

Whilst total figures for financial 

services have decreased since 2012 by 

£144m, this last year has seen an 

increase of £46m but much of this is 

done online and has very little benefit 

to postmasters’ remuneration such as 

mortgages, savings, loans, and credit 

cards. 

PO’s brand awareness benefits from 

the goodwill of postmasters and 

signage around the country when it 

comes to customer online 

engagement yet, how much of PO’s 

online growth actually benefits 

postmaster remuneration? 

Back in 2012, PO had trading losses 

of £116m however, these figures show 

the third straight year of an increase in 

4 The SubPostmaster February 2024

trading profits, but 

they are 

minusculed by 

the net liabilities 

of £799m. In 

essence, if it 

wasn’t for 

government or 

the UK taxpayer 

constantly providing 

additional funding or 

you the postmaster 

propping them up, PO would 

be declared bankrupt. 

Total revenues have seen a decline 

of £1,024m from 2012 to £885m. If all 

things were equal after taking inflation 

into account, revenues have seen a 

real-time fall of £519m and that is why 

PO is in the perilous position it is. This 

means postmaster revenues have seen 

a real-time decrease of £218m since 

2012 and why government needs to be 

open about what their long-term 

vision for PO actually is. As we are in an 

election year, whilst the existing Post 

Office network will get very little 

headline press coverage, it is 

important as politicians come and 

speak to you that you ask what the 

“The way in 

which the business 

is being run is 

backwards, which 

reduces the security 

of our 

investment” 

next government 

are going to do to 

ensure a viable 

network going 

forward. 

Back in 2012, 

postmaster 

income was 47% 

of PO’s turnover, 

yet in 2023 

postmasters’ income 

was only 42% of PO’s 

income showing a 5% decline. 

Last financial year postmaster 

remuneration increased by just £4m 

significantly due to the above 

circumstances within Royal Mail that 

was beyond our control. However, to 

put that into perspective PO employee 

earnings have risen by £20m in the 

past financial year alone and since 

2012 from £32,843 to £55,290 or a 68% 

increase. If we take just the last 

financial year, April 2022 to March 

2023, average UK salaries rose from 

£604 p/w to £644 p/w or a 6.6% 

increase according to the National 

Office of Statistics, yet PO’s average 

salaries rose from £933 p/w to £1,063 

p/w or 13.9%. More than double the 

average UK salary increase. 

However, the number of employees 

has declined by 58% since 2012 and 

Crown office staff numbers have 

declined by 72% and the number of 

Crown offices by 70%. 

As investors in the business, clearly the 

way in which the business is being run 

is backwards rather than forwards, 

which reduces the security of our 

investment and prohibits our ability to 

generate a growing return on that 

investment. 

As such, the focus for this financial 

year and beyond by the Board and the 

senior executives of PO should be to 

reduce their own costs. Total trading 

costs rose by 9% to £865m with £59m 

of these increases being directly 

attributable to PO. 

In other words, costs have increased 

at a greater rate than revenues. 

Therefore, any bonus metrics should 

be focused on these cost reductions 

and demonstrate real-time growth in 

postmaster branch viability. 

It should not be a case of PO senior 

management looking financially after 

themselves with investing postmasters 

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News roundup 

Backing postmasters after 

Mr Bates drama fallout 

The NFSP was pleased the ITV 

drama Mr Bates vs The Post Office 

brought to the public’s attention 

exactly how postmasters, their 

assistants, and employees of Post 

Office Ltd (PO) were victims of the 

Horizon scandal. 

More than 700 postmasters across 

the UK were wrongly accused of 

theft, fraud and false accounting, 

with some convicted and imprisoned. 

The NFSP welcomes the approach 

being taken by UK Government in 

relation to victims of the scandal and 

the desire to finally bring justice to 

them and to exonerate so many 

people. 

Our wish is for everyone who was 

adversely affected by the scandal to 

have their reputations restored and 

be appropriately recompensed so 

that they can move on with their 

lives. We will do everything within our 

power to support our members and 

achieve the right outcome for them. 

An open letter was sent to 

Postal Minister Kevin Hollinrake 

in which the NFSP called for 

the governance of PO to be 

radically altered and for PO to 

be placed in voluntary 

receivership with the Board 

immediately removed, so that a 

new governance structure can 

be implemented. 

You can read the letter and 

Minister Hollinrake’s response on our 

website www.nfsp.org.uk 

The NFSP also wrote to MPs across 

the UK urging governance of PO to 

change radically and urgently. 

Press articles and radio interviews 

were published all over the UK as we 

encouraged the public to support 

their local post office, after an online 

threat for people to boycott post 

offices in the fallout to Mr Bates vs 

The Post Office. 

Marketing materials were also 

produced and can be found under 

our LoveYourLocalPostOffice 

campaign on our website for you to 

display in your store or on social 

media. 

NFSP Non-Executive Director 

Northern Ireland Jim McCafferty, 

who runs Kennedy Centre Post 

Jim McCafferty 

Office in Belfast, said: “It’s been hard 

for postmasters recently. There’s a 

lack of remuneration, a reduction in 

footfall and online threats. We still 

need people to come in and use our 

branches. 

“If people stop sending their 

parcels with us, for example, it will 

affect our ability to continue trading 

as we are paid on a commission-only 

basis. 

“The NFSP is lobbying for new 

governance of PO. There are still 

people on the board who were there 

at the time of the Horizon scandal 

and were part of the policies and the 

flawed strategy of prosecutions. 

“Our priority is exoneration, 

compensation, and justice for all the 

victims.” 

The NFSP has support available for 

anyone who has been affected by the 

Horizon scandal in any way. 

Advice and support is available on 

the Health and Wellbeing Hub on our 

website where there is advice from 

professionals, including blogs, videos, 

podcasts and more. 

PRODUCTIVE BACK OFFICE PAYMENTS MEETING 

The NFSP held a 

productive meeting with 

postmasters about Back 

Office Payments in 

January. 

The meeting started 

with an open and frank 

discussion in relation to 

the ITV drama Mr Bates vs 

The Post Office. 

NFSP CEO Calum 

Greenhow apologised if 

any of the victims feel the 

NFSP did not do enough 

to help and support 

members, or to prevent 

the scandal from 

happening. He added the 

NFSP was not the only 

representative body which 

postmasters turned to and 

ended up being victims. 

Calum then gave an 

overview of Back Office 

Payments and how to 

reduce PO costs and 

reward postmasters via 

remuneration. 

Calum spoke about the 

potential benefit to the 

network, the involvement 

of the network, how 

postmasters must do a 

trading period to qualify 

and opposition to the idea. 

The general principle 

was agreed to be positive; 

however there was great 

feedback from members 

as to how it could be 

improved. 

It is now the NFSP’s 

responsibility to go back 

to PO and get it to 

improve the offering for 

the benefit of 

postmasters. 

We will then come back 

to postmasters and 

engage again until there is 

an offer which members 

are comfortable with. 


News Roundup 

Proposal for 

Oversight 

Committee 

F 

or the past two years, the 

NFSP has been working on a 

new governance proposal for 

the Post Office, designed to 

work better for Post Office Ltd (PO), 

Government and all stakeholders. 

Currently, there is a significant lack of 

trust towards the Post Office, which in 

turn is damaging a much-cherished 

nationwide brand. This is also evidenced 

by recent PO and NFSP findings 

showing declining trust in PO felt by 

postmasters. 

Despite these declining levels of trust, 

PO recently rewarded senior 

management with huge bonuses 

based on metrics which were unethical 

in terms of being linked to helping with 

the Horizon Inquiry, and unmet in terms 

of restoring the postmaster relationship 

with PO (Bonusgate). These bonuses 

were signed off by the government and 

have not been fully repaid back to the 

British taxpayer. 

The aims of the Oversight Committee 

are: to challenge the strategy of the PO, 

improve the culture and rebuild trust in 

the PO brand, improve transparency 

and corporate accountability, ensure 

PO’s IT system is externally audited with 

any improvements implemented, and 

to ensure the future of the network is 

secure. 

To ensure relevant voices are heard, 

the NFSP is proposing the committee 

membership include representatives 

from PO, Government, NFSP, CWU, 

Unite, consumer groups and a legal 

representative. 

We believe this proposed governance 

structure would enable voices 

throughout the network to be heard 

and could help to prevent anything like 

the Horizon scandal ever occurring 

again. For too long the NFSP has 

constantly been told by government 

“Post Office is an arm’s length 

organisation”, which has prevented 

adequate scrutiny of PO decisions, 

strategies and policies. 

As the committee would sit alongside, 

and not above, the PO Board, legislation 

would not be required for 

implementation. However, it would 

allow for greater transparency of 

decisions and offer greater opportunity 

to prevent situations such as Bonusgate. 

We have taken our proposal to the 

Chair of the Post Office All Party 

Parliamentary Group, the Department 

of Business and Trade and MPs. At our 

last meeting with the Postal Minister, 

we were asked to work with PO on 

developing the plan. 

We will keep members up to date 

with any progress made. 

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News roundup 

Reservations about PO 

Board Postmaster NED role 

The NFSP wishes to express its 

reservations about the role of Post 

Office Ltd (PO) Board Postmaster 

NED and question what benefit this 

role has brought to the network 

beyond the roles being promoted by 

PO as evidence of it as a business 

listening to postmasters. 

While a Postmaster NED can put 

across their perspective as 

postmasters, as serving postmasters 

this places any individual in a 

conflict-of-interest position and 

therefore unable to vote on many 

decisions taken by the PO Board as it 

would be a breach of Companies Act. 

Further, given any such individual 

would be bound by confidentiality, 

they are therefore muted due to their 

position and cannot engage fully 

with their fellow colleagues. 

Given this restriction on the ability 

to fully engage with the network, 

while the individual can bring a 

perspective, it cannot be a 

perspective fully representative of the 

whole network and the needs of the 

whole network. 

This restriction also creates a lack of 

transparency around the roles. 

The NFSP is aware that there are 

groups who seek to undermine the 

selection process by putting forward 

their preferred candidate. 

This would call into question the 

following breaches in the Companies 

Act: 

172 Duty to promote the interests 

of the company. 

173 Duty to exercise independent 

judgement. 

175 Duty to avoid conflicts of 

interest. 

177 Duty to declare interests in 

proposed transactions or 

arrangements. 

The NFSP uncovered serious 

questions over the previous selection 

process and asks what confidence we 

can have that it will be undertaken 

correctly this time. 

While the eligibility criteria to apply 

for the role will be open, the same 

cannot be said about the selection 

criteria. PO will be looking for a 

corporate background, which may 

not be indicative of the majority of 

postmasters, who are successful 

small businesspeople. 

This appointment is at Ministerial 

level, so it is imperative that the 

process does not damage the 

reputation of PO any further nor the 

Minister responsible. 

However, it is important that 

postmasters, as investors in the 

business, have their voice heard at 

the strategic level of PO. This is why 

the NFSP is proposing an Oversight 

Committee, as it would be cleaner 

and more beneficial to the Post 

Office Network, the PO, and 

Government. 

An Oversight Committee will 

enable full scrutiny of both 

government and PO decisions that 

may have an impact on contract 

holders within PO. 

Further, it will bring in the muchneeded 

voices of consumer 

champions given the PO's social 

purpose at the heart of communities 

around the country. 

This Oversight Committee is not 

designed to remove the need for a 

Board of Post Office, nor senior 

management to carry out day-to-day 

operations but to complement the 

existing structure as it does in other 

industry sectors. 

NFSP LAUNCHES NEW PODCAST 

The NFSP has 

launched its new 

podcast: The Post Report 

– stories from the post 

office network. 

In the first episode, 

hear Barnards Green 

postmaster Jenny Cain 

talk about why she 

became a postmaster, 

how the business has 

changed, her thoughts 

on how to develop a 

strong retail business and 

more. 

Future episodes will 

include interviews with 

postmasters, Q&As with 

PO and the NFSP, its 

work and plans for the 

future. 

The next episode will 

feature NFSP Chair Tim 

Boothman, who talks 

about the fallout to Mr 

Bates vs The Post Office, 

the future for PO and his 

vision for the NFSP. 

Listen to it on our NFSP 

YouTube channel. 

If you would like to talk 

about your post office 

and local community on 

The Post Report, email us 

at communications@ 

nfsp.org.uk 


DVLA and PO sign contract extension 

T 

he NFSP was delighted with 

the news in December that 

Driver Vehicle Licensing 

Agency (DVLA) and Post 

Office Ltd (PO) signed an extension to 

their contract. 

The contract extension is a one-year 

rolling contract for up to three years and 

starts on Monday 1 April. 

Around 100,000 people signed the 

NFSP’s petition to keep DVLA services 

within the post office network and this 

was delivered to 10 Downing Street on 

Thursday 2 November. 

We thank all our colleagues who 

promoted the offline petition in their 

post offices, lobbied their MPs and 

contacted the local press. We also have 

The NFSP's petition was delivered by 

(from left) Tim Boothman, Marion Fellows MP, 

Calum Greenhow, Sue Edgar, Tim Allen, Jenny Cain 

and Ruth Buckley-Salmon 

to thank the 100,000 customers who 

signed the petition, and PO for all the 

work they have done internally to bring 

the contract back on board. 

NFSP Public Affairs Manager Ruth 

Buckley-Salmon said: “A big thank you 

to everyone for their help in promoting 

this campaign. The result highlights 

what can be achieved when the NFSP 

membership works together. We will 

continue to campaign for government 

services to remain at post office 

counters as we believe everyone has a 

right to in-person access. 

“As ever, please feel free to contact me 

about any issue you feel the NFSP 

should be campaigning on at 

ruth.buckley-salmon@nfsp.org.uk” 

NFSP CEO Calum 

Greenhow added: “This just 

shows what can be 

achieved when everybody 

works together. We thank 

all our customers for their 

support. 

"Collectively 100,000 

people signed our petition 

across the United Kingdom 

and we’re grateful that has 

encouraged DVLA to look 

closely at any offline 

provision that is required. 

“They can see that the 

Post Office network is vital 

in providing services of 

public economic interest.” 

PO was unsuccessful however in 

winning the contract to provide 

International Driving Permits, it was 

announced last month. 

DVLA ran a competitive tender and 

PayPoint was the successful bidder, 

which means branches will need to stop 

selling these services on Monday 1 April. 

PO deputy CEO Owen Woodley said 

International Driving Permits make up 

less than 5% of the total volume of DVLA 

transactions in PO branches. 

NFSP CEO Calum Greenhow said: “As 

the NFSP consistently states, 

government agencies should not take 

advantage of the reality that small 

businesspeople sit outside the current 

employment laws in relation to the 

National Minimum Wage to the effect 

that these small businesspeople are 

providing services on behalf of 

government at a loss due to the 

impossibility of earning sufficient 

revenues to cover staff costs, National 

Insurance and pension contributions 

along with additional premises costs. 

“The left hand of government saying 

one thing, whilst the right hand of 

government does another engenders a 

lack of trust amongst postmasters. 

Government, ultimately, is undermining 

their investments and restricting their 

ability to pay their bills and provide for 

their families.” 

PO has made changes to its survey when you contact 

the Service Desk, to ensure feedback is sent to the 

correct team, individual and to ensure the feedback is 

timelier. 

Customers will now receive a survey every 28 days for 

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each team you contact, so whether you log one or 10 

incidents a month you should receive a maximum of 

one survey a month per team contacted. 

The feedback is tracked and is available to PO’s 

internal and external teams. 

C 

M 

Y 

CM 

MY 

CY 

CMY 

K 

Difficult employees: The Poor Communicator 

In our latest in the difficult employee series, 

we look at the issues that poor 

communication can cause within the 

workplace, and outline strategies to help 

those employees who struggle to get their 

point across. 

To learn more please scan the QR code.* 

*You must log into the members’ area of the NFSP website. 

SCAN THE 

QR CODE 

TO READ 

MORE* 

HR 


News roundup 

The National Federation of SubPostmasters (NFSP) is urging all postmasters to 

stand together and unite with the NFSP. 

The NFSP has reflected on achievements relating to our work advocating and 

representing postmasters. Now more than ever is the time to focus our energies on 

both government and Post Office Ltd (PO) to ensure that the culture within PO 

does actually change and is united for the good of all postmasters. 

While we cannot always go into specific details about meetings with PO, we are 

always challenging PO and holding them to account for the benefit of our 

members. 

In recent times, we have represented postmasters on the following matters: 

REMUNERATION 

Postmaster remuneration has been 

decreasing in line with inflation and 

the cost of living. 70% of members in 

2021 reported earning the equivalent 

to the National Minimum Wage or 

less. To highlight how this impacts on 

the state and viability of the network, 

the NFSP regularly meets with 

government and stakeholders to 

highlight this issue using insights 

gained from our monthly 

remuneration survey. Following NFSP 

pressure, PO agreed to a one-off 

payment, paid in September 2022, to 

try to help with the cost-of-living crisis. 

CONTRACTUAL ISSUES 

PO now agrees on policies with the 

NFSP. Any contractual issues have to 

follow policy process and can be 

challenged by the NFSP to ensure that 

process has been followed. 

RESTRICTIONS POLICY 

The Restrictions Policy is a clause 

that resides in every postmaster’s 

contract, which prohibits postmasters 

from transacting any work that 

conflicts with products and services 

that PO provide. When the clause was 

put in place, it included no timeline or 

review process, which resulted in the 

policy being undebated for years. 

During the 2023 NFSP Annual 

Conference, the Restrictions Policy 

was debated. It raised serious 

questions as to what the network 

would look like without the policy in 

place, and what sort of entrepreneurial 

freedom it would bring to 

postmasters, which is why we are 

lobbying for this clause to be removed. 

GOVERNMENT SERVICES 

Government services have been 

consistently taken from post office 

counters over recent years, despite 

being called ‘the front office of 

government’ in the past. Without 

these footfall drivers, customer visits 

have been declining year on year (20 

million customers per week in 2020, 

now down to around 10m per week). 

Remuneration for most PO services 

barely covers postmaster time, 

therefore independent businesses are 

‘propping up’ a wholly governmentowned 

business. Recent research 

found that 75% of respondents believe 

that their retail side subsidises their 

post office business. 

To ensure network viability, we need 

footfall drivers, and these include 

government services. The NFSP 

regularly asks government to bring 

services such as one-year passports 

back to the counter. 

With the support of the majority of 

postmasters, the NFSP drove a petition 

to keep DVLA services in post offices 

last year. A new one-year rolling 

contract was agreed in December. 

Without the NFSP’s support, DVLA 

services could have been lost from 

post offices. 

Campaign marketing materials were 

provided for the DVLA campaign and 

for a campaign to discourage 

customers from boycotting their local 

post office following the ITV drama Mr 

Bates vs The Post Office. 

NBIT 

The NFSP has challenged the cost 

and timing of NBIT and will continue 

to engage with PO. We will not allow 

the roll-out of this system until we are 

satisfied it is fit for purpose. 

ANNUAL CONFERENCE 

The NFSP holds an Annual 

Conference and Retail Event. Members 

have the opportunity to connect with 

fellow postmasters, PO representatives 

and NFSP colleagues, while industry 

experts share their knowledge. 

OUTREACH 

In April 2023, PO started to impose 

uncompensated closure notices on 

some outreach provisions. It was 

brought to the NFSP’s attention by a 

number of postmasters in early June 

2023. PO’s initial comment was that it 

could contractually change the 

outreach model in each core office. 

The NFSP challenged this. Eventually 

PO backed down and agreed to 

consultation meetings with the NFSP. 

This resulted in a letter being sent to 

all core postmasters outlining 

proposals that would include 

compensation for costs, due to the 

changes proposed by PO and agreed 

by any postmaster. We pointed out 

that we did not believe that now was 

the right time to propose any changes 

to the Outreach provision, and we have 

now had confirmation that PO will not 

be sending these letters at this current 

time. PO will come back to us for 

further discussions on the issue before 

they consider sending it in the future. 


HARD TO PLACE 

Following the closure of the 

Network Transformation programme 

in 2018, PO holds a Hard to Place (HtP) 

register which covers offices that have 

not found a potential new postmaster 

(PNP) due to location, declining footfall 

and low remuneration etc. 

These HtP offices receive a fixed 

remuneration from PO and have a 

year-to-year agreement to continue 

with this. The NFSP pushes to extend 

this agreement every year while 

highlighting the state of limbo faced 

by HtP postmasters. 

The NFSP objected to PO’s proposal 

in 2020 for all post offices to be put 

back on community contracts. PO 

eventually backed down and rolled out 

the programme for another three 

years until February, 2023. 

PO then, without consultation, 

imposed a reduction in compensation 

as they wanted to close the HtP 

programme by March 2025. The NFSP 

has engaged with solicitors and PO to 

try to find a solution. 

The NFSP is in the process of writing 

to the compensation board outlining 

that PO is treating postmasters no 

differently to postmasters of the past. 

Recently we have been advised that 

Jo Swinson presented to parliament in 

an oral statement in 2014 a document 

that advised of a payment to PO of 

£640 million to complete the Network 

Transformation programme. The NFSP 

is trying to ascertain where that 

money has been spent as the 

programme has not been completed. 

If that money had been protected by 

ringfencing, HtP would not potentially 

be losing 14 months of compensation. 

DROP & COLLECT 

Despite the NFSP’s concerns, PO 

insisted on rolling out Drop & Collect 

branches as a trial in April 2022. 

Following many discussions with the 

NFSP, PO finally agreed that a review 

panel would be set up to look at any 

office that had seen a reduction in 

customer sessions / remuneration over 

a six-month period following the 

opening of a nearby Drop & Collect. 

Anyone who has concerns should 

contact the NFSP for advice. 

PROJECT COPPERSTOP 

This was an initiative driven by 

Openreach. Initially postmasters had 

to pay in full for a phone that had to be 

associated with it. Following extensive 

challenges from the NFSP NET team, 

the desk phone is now fully funded for 

£52.52 and the portable phone is 

available for the discounted rate of 

£125.68 (full price minus £52.52). 

ATM RATES IN SCOTLAND 

The NFSP has challenged the 

historical ATM rates in Scotland, which 

some councils apply extra rates to. 

FLIPTOP TILLS 

From September 2022, following 

discussions with the NFSP, PO agreed 

to pay for the repair of these tills, where 

applicable, for all local model offices. 

We continue to discuss with PO that 

this extends to all Mains offices. 

ADVOCACY TEAM 

In 2022, the NFSP set up an 

advocacy team to ensure PO policies 

and procedures are followed prior to 

any contractual issue that could be 

imposed on a postmaster. Any 

postmaster who feels we can help 

should contact NFSP direct. 

REDUCED BANK DEPOSITS 

Cash deposits made at post office 

counters were reduced following 

advice from the FCA to prevent money 

laundering. The NFSP has met with 

government ministers, MPs, the FCA, 

PO, Link, and Citizens Advice to 

highlight the impact this has on 

postmaster remuneration. 

RURAL OFFICES 

The NFSP has met with Citizens 

Advice, the Rural Services Network and 

other stakeholders to draw attention 

to the importance of rural post offices 

to their community. 

COURIER AND 

CARRIER 

SERVICES 

We have raised 

issues around the 

non-collection of parcels 

and the sometimes 

priority of parcels over 

letters. 

BANKING 

FRAMEWORK 3 

The NFSP lobbied for increased 

remuneration via the BF3. 

HORIZON SHORTFALL 

SCHEME 

The NFSP has been fully engaged 

with the HSS and has monthly 

meetings which update us on 

progress of applications and offers/ 

payments made. Following NFSP 

intervention, the HSS scheme was 

opened up to late claimants in 

October 2022, and currently remains 

open for new claims. 

WELSH, SCOTTISH AND NI 

POST OFFICES 

The NFSP organises events 

throughout the nations to ensure 

politicians are aware of postal issues in 

their constituency. 

BENEVOLENT FUND 

The Fund is a registered charity with 

the aim to provide assistance quickly 

when most needed. More information 

can be found on our website. 

LOVE YOUR LOCAL POST 

OFFICE CAMPAIGN 

The NFSP launched a campaign to 

raise awareness of two issues 

threatening the post office 

community. The NFSP called for the 

Energy Business Relief Scheme to be 

extended beyond March 2023, and 

outlined how reduced cash deposits 

would result in less remuneration for 

postmasters. 

The NFSP set up a template letter for 

postmasters to send to their local MP 

and guidance was produced on our 

website. Images were produced for 

postmasters to use on their social 

media accounts. 

Visit www.nfsp.org.uk for the 

#LoveYourLocalPostOffice campaign. 

TAKE THAT STEP CAMPAIGN 

The NFSP launched a 

campaign to encourage 

customers to buy postage for 

parcels and cards in their local 

post office, rather than online. 

Visit www.nfsp.org.uk to view. 

PRESS COVERAGE 

The NFSP has generated 

press coverage for the DVLA 

campaign and to encourage 

customers to support local post 

offices, in response to the Mr Bates vs 

The Post Office TV drama and the 

threat of a boycott. 


News Roundup 

Regional Non-Executive 

Directors elections 2024-27 

This year, elections for NFSP Non- 

Executive Directors are to be held for 

North West, South East and Midland 

regions. 

The terms of office are to run from 

June 2024 to June 2027. If you are a 

postmaster and NFSP member 

currently serving within these regions, 

you are invited and encouraged to put 

yourself forward to serve the needs of 

your colleagues. 

Nominees must be members of the 

NFSP and must be organisational 

representatives (OR) as defined in the 

NFSP’s Articles of Association. 

You can be the OR for your own 

office, or you can appoint someone, 

such as a partner, manager or another 

postmaster. 

Nominations to serve on the Board 

must be received at the NFSP 

headquarters no later than 5pm on 

Sunday 10 March 2024. In the event of 

there being more than one nominee 

for the elected seat on the Board, an 

election must take place. A ballot 

paper bearing the name of each 

nominee will be prepared and 

distributed by post by the nominated 

scrutineers to all members within the 

region no later than Wednesday 10 

April 2024. 

Nominees will be offered an equal 

opportunity to provide personal 

information, which will be distributed 

with the ballot papers. 

Completed ballot papers must be 

returned by post to the nominated 

scrutineers, allowing sufficient time to 

ensure that they will be received no 

later than Tuesday 30 April 2024. 

The cost of postage will be borne by 

the NFSP. If a ballot is held, the result 

certified by the nominated scrutineers 

will be notified to the Chief Executive 

Officer, who will in turn notify the 

Regional Council Secretary. 

For further information contact the 

NFSP on 01273 452324 or 

email admin@nfsp.org.uk 

MEETING TO 

REVIEW USO 

The NFSP met with Citizens 

Advice along with the Greeting 

Card Association last month 

regarding Ofcom’s 

announcement it is to review the 

Universal Service Obligation 

(USO). 

Eighty six per cent of NFSP 

members have already reported 

that the prioritisation of parcels 

over letters and the public’s 

concern regarding pricing is 

affecting post offices and other 

relevant industries. 

The threat of the Second Class 

price cap being removed in the 

future could lead to further price 

increases. 

Continual price increases have 

already turned some customers 

away, which the NFSP believes 

Royal Mail should be looking to 

change, alongside ensuring set 

targets are achieved. 

Tax Top-Up 

work still 

under way 

Tim Allen, postmaster at Kington Main in 

Herefordshire 

READ OUR LATEST BLOG ONLINE 

In our latest Postmaster Ponderings blog, Tim Allen writes about the 

issues and slowness with Horizon but questions whether the “bandwidth 

hungry beast” NBIT is going to be any quicker. 

You can read the latest blog on www.nfsp.org.uk. You will need to be 

logged in to view the article. 

If you are interested in writing a blog about your experiences as a 

postmaster, the issues and challenges you face or anything else, please 

get in touch with us at communications@nfsp.org.uk 

Tax Top-Up (TTU) work remains 

under way for postmasters in the 

Horizon Shortfall Scheme (HSS). 

The government made an 

announcement in June which said 

postmasters in the HSS will receive 

a TTU to their HSS compensation 

payment to ensure the amount 

they receive is not unduly reduced 

by tax. 

All postmasters should receive 

their letter by the end of March. 

The letter will include useful Q&As 

which will help clarify the TTU 

scheme. 

It is advisable to contact an 

accountant when submitting your 

self-assessment. As certain 

elements of the compensation 

payment are taxable, this will be 

paid for by the HSS as notified in 

the letter. 


SAVE THE DATE 

NFSP ANNUAL 

CONFERENCE AND 

RETAIL EVENT 

Saturday 11 – Monday 13 

May 2024 

This year’s Conference will 

be located at a fantastic new 

venue; The Slate, University 

of Warwick, Coventry. 

This is your chance to have 

your say about your future 

and work with us to achieve 

a stronger and more viable 

network. 

What’s on: 

Question Time with Post 

Office Ltd (PO), 

government, and 

representatives from the 

NFSP. 

Interactive workshops 

– debate and discuss hot 

topics with your peers. 

Retail Event – meet 

face-to-face with NFSP retail 

partners including the 

convenience sector. 

An invitation to the 

Annual General Meeting. 

Networking – with 

postmasters from across 

the UK, PO representatives 

and NFSP colleagues. 

To express an interest in 

attending and find out 

more, please contact your 

Regional Secretary, who has 

been allocated your region’s 

tickets. 

For any questions, 

please contact us at 

admin@nfsp.org.uk 

We look forward to seeing 

you there! 

Meeting with Postal Minister 

Discussions with Nick Read 

The NFSP met with PO and 

the Postal Minister Kevin 

Hollinrake last month where 

the key agenda point was how 

postmasters fear they are 

footing the bill for mistakes of 

the past. 

Other discussion points 

were: 

A proposal for an Oversight 

Committee was discussed to 

help restore confidence 

throughout the network. Both 

the Minister and PO stated 

they are open to the 

conversation. 

The Minister stated that fair 

compensation and holding 

people to account were the 

main take outs from the 

Inquiry. 

The removal of services from 

post office counters was raised 

as a factor in declining footfall 

and remuneration. The Minister 

assured the NFSP that he 

would send out the message 

across government that price 

should not be the only factor 

when discussing service 

provision. 

PO and the Postal Minister 

have monthly meetings where 

reducing PO’s central costs was 

regularly discussed. 

The issue of a two-tier 

network being produced by 

services not being open to all 

offices was raised. The Minister 

said he would look into this and 

help where he could. 

Network Builders IT (NBIT) 

pilot was reported as being in 

its final stages, with the 

government keen to ensure 

mistakes from the past were 

not repeated. 

Kevin Hollinrake 

The NFSP met with PO 

CEO Nick Read in December 

to discuss strategic aspects 

that are pertinent to the 

network. While we cannot go 

into specific details, the 

discussions centred around 

the following: 

The current network viability 

including the direction for 

banking and 

mails. Postmasters need 

support from PO so that we 

can adapt our businesses to 

capture potential growth in 

these key areas. It was stressed 

that we cannot end up in a 

two-tier network with those 

who have opportunities to 

grow their businesses versus 

those left with the declining 

set of products and services. 

NBIT is vital for the future of 

the whole network. Ensuring 

commitment for funding from 

government is essential 

because history cannot repeat 

itself. Due to government 

delays or obfuscation, the 

Nick Read 

network cannot end up with 

a delayed, over-budget system 

that is not fit for purpose. 

The Inquiry was discussed 

along with the requirement for 

improvements in the 

relationship between PO and 

postmasters. 

Greater recognition of 

postmasters as investors in the 

business was another topic 

discussed. Without 

postmasters businesses, there 

would not be a network of 

11,500 post offices. Postmasters 

need to know the government 

strategy for the future of the 

network going forward. 

The NFSP is always 

interested in the thoughts of 

colleagues as to how the 

network should be shaped. 

ARE YOU SIGNED UP TO OUR NEWSLETTER? 

Have you seen our new-look newsletter: The SubPostmaster News Weekly? 

The weekly email news bulletin is sent out every Thursday afternoon and includes a column by a different 

NFSP representative each week, all the latest news, what the NFSP is doing for you, NFSP retail partner offers, 

Mails Segregation updates, member benefits, and more. 

You can sign up to The SubPostmaster News Weekly by emailing communications@nfsp.org.uk 


NFSP Interview 

“WE ARE DOING 

EVERYTHING 

WE CAN TO 

SUPPORT 

POSTMASTERS” 

This month, Members’ Editor Jon Follenfant 

spoke to Tim Boothman about his role as Chair 

of the NFSP, the Horizon IT Inquiry, the reaction 

to ITV drama Mr Bates vs The Post Office and the 

future of the NFSP. 

Tim Boothman 

“We need 

to raise the 

awareness about 

the social 

importance 

of post 

offices” 

im, a former Yorkshire 

T 

Dales dairy farmer, has 

been a postmaster since 

1998 and was elected for 

his second term as NFSP Chair last 

year. 

Tim wants to ensure postmasters 

have a viable future after the Horizon 

scandal was brought to the forefront 

of the public’s attention following the 

ITV drama Mr Bates vs The Post 

Office last month. 

He welcomes the approach now 

being taken by UK Government and 

their desire to finally bring justice to 

victims of the scandal. He said: “It 

took the public response from Mr 

Bates vs The Post Office for 

government to act. However, victims 

still haven’t had justice or convictions 

overturned or full recompense for 

what happened because of the 

Horizon system faults. 

“Many postmasters, some of whom 

were members of the NFSP, were 

falsely accused of theft and suffered 

at the hands of Post Office Ltd (PO), 

with fines and imprisonment. 

“We are doing all we can to support 

the Wynn Inquiry into the Horizon 

scandal. Nobody will be able to look 

back and say we could have done 

more. We are doing everything we 

can to support postmasters. 

“We must also make sure that the 

postmasters of today don’t end up 

being a second set of victims. PO’s 

reputation is in tatters, and we’ve got 

to do as much as we can to support 

and limit the damage to 

current postmasters. 

“We need to raise the 

awareness about the 

social importance of 

post offices and what 

they bring to each 

community, whilst 

also ensuring 

postmasters have a 

viable future.” 

Looking ahead to the 

outcome of the Inquiry, Tim 

said: “It should be published next 

year and will lay a route map for the 

NFSP’s future. 

“In the meantime, we are looking 

ahead to 2030 and to how the NFSP 

will be financed when the current 

Grant Funding Agreement, whereby 

PO fund the NFSP, expires. 


“One of the ambitions throughout 

my two-year term is to explore 

avenues in which the NFSP can 

become self-funding in the future, 

whilst continuing to support 

postmasters. 

“As important is the NFSP’s 

contention that PO, along 

with the government, 

must never again be 

allowed to run 

roughshod over 

postmasters.” 

Tim feels an 

Oversight Committee, 

made up of 

stakeholders in the 

network, is needed to 

scrutinise and challenge 

PO’s activities. 

He said: “The Oversight Committee 

would ensure that scandals like 

Bonusgate, where PO executives 

received bonuses for participating in 

the Wynn Inquiry, a statutory 

requirement, are not repeated. 

“Additionally, it would put the Post 

Office Network front and centre in all 

strategy including pay and corporate 

“What we 

can’t allow is 

for history to 

repeat itself, so 

who will decide 

if NBIT is fit for 

purpose?” 

profits, the proliferation of Drop & 

Collect outlets, concerns about those 

postmasters who can see no future 

and are handing in their keys, PO 

audits, and contractual areas such as 

the restrictions policy.” 

Tim does not feel PO are putting 

postmasters at the centre of 

their strategy. He cited 

PO’s latest accounts 

which showed that 

over the last 10 years 

the average pay for a 

PO employee had 

risen by 68%, however 

the average 

postmaster 

remuneration was down 

by 21% with almost the same 

number of post offices. 

This was against a decline in PO 

gross income of some 14% but a loss 

of £116 million was still turned into a 

profit of £50m. 

Critical of the progress of the 

Horizon replacement programme, 

NBIT, Tim suggested that PO’s 

original target of a roll-out in 2024 

was way behind schedule and he was 

sceptical about its introduction and 

who would sign it off as fit for 

purpose. 

He said: “What we can’t allow is for 

history to repeat itself, so who will 

decide if NBIT is fit for purpose? 

“Horizon had billions spent on it 

and we were told it was robust, but it 

wasn’t. 

“We’ve called for Horizon to be 

externally audited each year and will 

expect the same with the new 

system.” 

Asked whether the structure of the 

NFSP is fit for purpose, with some 

dormant regions and branches, and 

if the NFSP is failing to engage with 

its membership, Tim said: “Covid, the 

toxic fallout from the GLO in 2019 and 

the continuing revelations from the 

Wynn Inquiry has led to the NFSP 

conducting work to look at our 

existing structure and the way it 

engages with the membership. 

“This was discussed at the January 

NFSP Board meeting, and it is 

planned to be discussed further at 

the March meeting. Obviously, any 

changes to the structure will be 

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NFSP Interview 

discussed with the membership at 

the Annual Conference in May should 

the project be completed in time. 

“I would like to point out that the 

NFSP were at the forefront of 

engaging and supporting its 

members throughout Covid with 

online Teams meetings. I’m very 

proud that very few members closed 

completely due to Covid and that 

was, in part, due to the support the 

NFSP provided.” 

Tim was also proud of the NFSP 

campaign to retain DVLA work within 

post offices, although it may only be 

a stay of execution, but he – in 

particular – paid tribute to the 60 

post offices in Northern Ireland who 

obtained 22,000 signatures on the 

petition which the NFSP presented 

to Downing Street in November. 

It was when Tim retired from dairy 

farming that he 

invested in his first 

post office at Low 

Moor Bradford in 

1998. He ran it for 

seven years until it 

closed under the 

Network Re- 

Invention scheme. He 

then became 

postmaster at 

Chapel-en-le-Frith in 

the Peak District in 

Derbyshire in 2005 

and has four 

outreaches. 

Tim is married to 

Jane, a locum 

community 

pharmacist, who also runs the 

Banking Hub in Cheadle, 

Staffordshire. Tim also has a 200-litre 

nano brewery and the Old Cell micro 

pub as part of his business interests. 

Tim joined the NFSP in 1998 and 

rose through the ranks to become 

Branch President, before he moved 

from the North-East Region to the 

North-West Region in 2014 and 

became an Executive Officer. When 

the NFSP changed its status from a 

trade union to a trade association in 

2016, Tim became a Non-Executive 

Director. He was elected by his fellow 

NEDs as Chair from 2019 to 2021 and 

again last year, with this term lasting 

until 2025. 

He pays great tribute to Peter 

Tim's latest term as NFSP 

Chair will last until 2025 

Finlay, former 

Regional Secretary of 

the North-East 

Region, for advising 

and mentoring him in 

his progression through the NFSP. 

Whilst the Chief Executive, 

Calum Greenhow, is 

responsible for the 

day-to-day running of 

the NFSP, the Chair is 

responsible for 

oversight of all its 

activities alongside 

his fellow NEDs. 

Tim is a member of 

the Negotiating and 

Engagement Team 

(NET) which meets 

members of PO monthly and 

discusses issues within the NFSP 

weekly. 

Tim is also one of six team 

members of the recently introduced 

“Members have 

been spun so 

many untruths that 

no postmasters can 

move on until 

we get the truth” 

NFSP advocacy project. Members of 

this team are armed with knowledge 

of PO’s own policies and procedures 

so they can represent members at 

PO contractual and disciplinary 

interviews which may potentially 

impact on postmasters to 

ensure that PO personnel 

are applying their own 

policies and 

procedures fairly and 

correctly. 

Tim finished by 

saying: “We’re fully 

committed to 

co-operating with the 

Inquiry and being 

involved as much as we 

possibly can. 

“Members have been spun so 

many untruths that no postmasters, 

past or present, can move on until we 

get the truth, the whole truth and 

nothing but the truth.” 


NFSP mails support 

SUPPORTING YOU WITH 

MAILS SEGREGATION 

AND THE LATEST 

COMPLIANCE RESULTS 

YEAR TO DATE PERFORMANCE TARGET FOR EACH MAILBAG: 95% 

1st Class Parcel 

Letter/Large Letter 

2nd Class Parcel 

2 nd 

96.3% 

94.5% 

95.9% 

1st Class Parcels and 2nd Class Parcels are on track to achieve the mails segregation 

target, being currently well above the compliance target. Letter/Large Letter is very close 

to target and with attention to detail it is possible that all three mail bag compliance 

targets could be achieved, earning you the full payment for mails segregation compliance. 

There would be nothing more exciting than to see you, as a whole Post Office Agency 

network of postmasters, achieve the full payment for mails segregation compliance. 

HOW ARE THE NFSP’S MAILS SUPPORT TEAM SUPPORTING 

YOU IN THE FINAL QUARTER OF THIS FINANCIAL YEAR? 

More visits 

We have increased the number of 

contractors through January to 

May that are undertaking support 

visits to your branches so that we 

can visit as many offices as 

possible by the end of this 

financial year and the start of the 

next. 

Guidance and training 

Guidance and training will 

continue to be our focus to help 

you to achieve the Letter/Large 

Letter mail bag compliance. 

The NFSP’s Mails Support Team 

and contractors will cover topics 

such as Franked/Meter mail, 

Priority mail, Return to Sender 

mail, tying the mail bags correctly 

and correct use of the size guide 

while visiting. 

All these error types continue to 

be the main cause of errors that 

are made in branches and which 

are preventing you from achieving 

the Letter/Large Letter mail bag 

compliance target of 95%. 

If you feel you or your team could 

benefit from additional training 

covering these error types please 

get in touch, by emailing the NFSP 

Mails Support Team on 

mailssupport@nfsp.org.uk or 

contact your local NFSP Mails 

Support Advisor. 


HOW HAVE THE MAILS SUPPORT TEAM 

SUPPORTED YOU IN 2023? 

As a Mails Support Team 

and our team of Contractors 

in 2023, we collectively 

completed over 5,000 visits 

supporting more than 3,600 

postmasters’ branches. 

This has allowed us 

firsthand to support and 

guide you with mails 

segregation compliance 

knowledge and discuss how 

mails segregation 

compliance can be 

improved. 

We have provided 

members and their teams 

access to all the guides and 

resources you need to 

achieve mails segregation. 

Scan the QR code to go 

directly to this web page. 

For those who have not 

had access to the NFSP 

website, a 40-page Mails 

Support Toolkit was created 

to enable easy access to this 

information. These are 

currently being distributed 

through our team where 

required. 

As a follow on from the 

successful four-page guide 

on ‘How to segregate 

Letter/Large Letter Mail 

correctly’ a four-page 

guide on ‘How to 

segregate 1st and 2nd 

class parcels correctly’ 

was created and 

distributed to members via 

The SubPostmaster 

magazine. 

Through analysing the data 

received from Royal Mail/Post Office 

Ltd (PO) we have identified that if 

Franked/Meter mail errors could be 

reduced in the Letter/Large Letter 

mail bag this would give you the best 

chance to achieve the Letter/Large 

Letter compliance target. A Franked/ 

Meter mail sticker was produced with 

guidance on how to reduce these 

errors and again distributed via The 

SubPostmaster magazine. 

Each month we spend time 

analysing mails segregation results. 

We have reported back to PO, on your 

behalf, several errors that were made 

by Royal Mail and these have resulted 

in a reduction in the volume of errors 

being reported. These include 

duplicate errors, Revenue Protection 

Officer knowledge gaps and changes 

to local Royal Mail practices. 

We will continue to provide 

guidance and support for 

mails segregation 

compliance via your local 

WhatsApp group, 

eNewsletters and this 


Our team of Mails 

Support Advisors and 

Contractors will also 

undertake visits to your 

branches to support you 

with Letter/Large Letter mail bag 

compliance with a focus on those 

who have not achieved their mails 

segregation compliance and are 

proactively supporting you. We will 

continue to build our team of 

contractors during 2024 to give you 

additional support. 

Through our support, the 

performance for Letter/Large Letter 

has improved by 9.2% meaning that 

you are just 0.5% or 78 mail bags away 

The Franked/Meter 

Mail sticker 

from achieving the Letter/Large letter 

compliance and full mails segregation 

payment. 

The team’s support has allowed you 

to take advantage of the additional 

payments for mails segregation over 

the last five years with the last two 

being payments for two mail bag 

types. Our goal continues to help you 

in achieving mails segregation 

compliance in all three mail bag types. 


Post NFSP Office Member community interview Survey 

NETWORK 

UPDATE 

Results from the November and 

December member survey and 

directors’ log. 

The remuneration survey is one of the main 

connectors between the NFSP and its 

membership. We ask that you continue to fill out 

the surveys as often as you can, as they help the 

NFSP confidently and accurately share this data 

when engaging with Post Office Ltd and beyond. 

REMUNERATION: 

Year on year comparison 

0-10% 

27% in Nov and 

17% in Dec 

11-20% 

20% in Nov and 

26% in Dec 

TOP POSTMASTERS 

ISSUES VIA THE 

MONTHLY SURVEY 

93% 

experienced Horizon 

system slowness across 

all transactions and counters* 

– Monday morning is the worst 

affected time 

– Most Postmasters do not log the 

issue with PO 

85% 

agreed that Royal Mail 

is prioritising parcels 

over letters** 

50% 

experienced late 

collections, especially 

on Mondays 

Top issue: low remuneration 

* We took these findings to PO who have been working 

on resolving this issue. **We have discussed the Royal 

Mail problems with DBT and PO. 

TOP POSTMASTERS 

ISSUES IN THE 

DIRECTORS’ CALL LOG 

Contracts 

Drop & Collect (D&C) 

- Opening nearby 

- New D&Cs impacting on footfall 

- PMs not being given any information 

prior to the opening 

Historical Shortfall Scheme 

BEST SELLING IN POST OFFICE 

International mail 

Greeting cards 

Samantha Whitehead 

was the lucky winner 

of the £50 One4All 

gift voucher 

from the November 

remuneration survey 


Retail Post Office of the Month 

FIVE-STAR 

SERVICE 

Dipesh Modha is the subpostmaster of 

Edgware Road Post Office in London. He 

tells Simon King about his branch’s 

success with reviews, which achieved 

2,000 Five-Star Google Reviews in 2023, 

and is targeting 3,000 reviews in 2024 

ipesh Modha took over 

D 

Edgware Road Post Office 

in August 2016, which was 

his first foray into the 

industry. 

At that time, he was a full-time 

mathematics teacher in a secondary 

school, and he continues in that role, 

while also managing the post office, 

which serves, on average, 500 

customers a day. 

“I was attracted to the Post Office 

because of the professionalism I saw,” 

Dipesh says. “Being a teacher, I provide 

a service to the kids, and the Post 

Office offers a service to the 

community. 

“I was thinking in my mind that I’m 

doing my best for the students, but I’ve 

got an opportunity to help out the 

general public, and that was kind of 

the starting point.” 

Speaking in the branch’s large 

motivational room, which is located in 

the basement, Dipesh says that his 

initial ambition was just to survive 

because he was coming from a 

non-business background. 

“When I took over the branch, it was 

very rundown and didn’t have a retail 

side. Post Office Limited (PO) has been 

very good and the NFSP community 

has been great too, and I’ve loved every 

bit of it.” 

Understanding Google 

Reviews 

“When I took over the Post Office, it 

had 43 reviews and a rating of 2.3 stars,” 

Dipesh says. “I spoke to my staff and 

said 'look do you think your customer 

service is worth 2.3 

stars?' 

“I consider myself 

next to Jeff Bezos 

when it comes to 

customer service 

because if you buy 

from Amazon you close 

your eyes, buy it, and if you 

need to return it urgently there 

will be no questions asked most of the 

time, which is what I want for the Post 

Office.” 

Dipesh says the 43 reviews were 

pretty much all negative, with people 

saying that the branch was not good. 

“Members of the public were 

tarnishing my business reputation and 

there was nobody fighting my branch’s 

corner,” Dipesh says. “I was really not 

happy at first, because I didn’t know 

how to reply or how to claim my page. 

“I know that reviews make a huge 

difference to the perception of my 

business.” 

Dipesh was introduced to Andy Gray, 

SEO and content marketing manager 

at the PO, by his area manager. 

“Andy helped my business to grow 

on Google, with his expertise on the 

technical side,” Dipesh said. “We talk 

every month on the phone; if there is a 

technical issue that I don’t understand, 

I give him a call. 

“I learned everything, and I started 

getting reviews.” 

From that point, Dipesh engaged 

with his staff, encouraging them to get 

reviews. 

“I set a competition among the staff,” 

he says. “At the time I wanted to get 

“I was 

attracted to 

the Post Office 

because of the 

professionalism 

I saw” 

two five-star Google 

Reviews. 

“I set a target that 

when a staff member 

got 10 reviews, they’d 

be rewarded with a 

voucher – as part of 

that competition, we 

added 200 Google Reviews 

and our rating went to 4.7 stars. 

“In 2021, I set a target of 500 Google 

reviews. In 2022, we achieved the target 

I set of 1,000 five-star Google Reviews. 

“Edgware Road Post Office was the 

first branch in the UK to get 1,000 

Dipesh was recognised for 

obtaining 1,000 five-star 

Google reviews 

22 

The SubPostmaster February 2024

Dipesh Modha 

Exterior of Edgware 

Road Post Office 

Google Reviews and Laura Joseph, 

PO’s customer experience director, 

came to the branch to see our brilliant 

work for herself.” 

Why Google? 

Dipesh focuses on Google because it’s 

free, but he says that fellow 

subpostmasters need to be consistent 

with it. 

“Google Reviews is where 

customers go,” Dipesh 

says. 

At the beginning of 

2023, I set a target of 

“3,000 reviews 

for 2024 is 

ambitious, 

but it is 

doable” 

2,000 reviews and, by the end of 2024, I 

want to add 3,000 reviews; that’s my 

target.” 

Dipesh targets each member of staff 

to get one review per shift. With 25 

different shifts running per week, he 

says that he should easily get at least 

25 reviews a week. 

“They don’t have to work hard to get 

a review,” Dipesh said. “I’m 

constantly working on 

motivating the staff when 

it comes to Google 

Reviews. Last night, 

for example, I sent a 

message encouraging staff to continue 

to promote the Google Reviews.” 

Andy recently created a QR code for 

Dipesh, so that his customers can now 

scan the QR code, which takes them to 

the branch’s Google page straightaway. 

“By scanning the QR code, it’s so easy 

for customers to give me the review, 

rather than taking the details home 

and forgetting about it,” Dipesh says. 

Looking forward 

Dipesh says: “My long-term plan is to 

open for longer hours, with the store 

closing at 11pm by the end of 2024. 

“I also want to grow my retail 

business; we’ve already doubled the 

retail side, but there’s more growth to 

be achieved on the retail side. 

“I would love to have another Post 

Office and spread the positivity. People 

know that I’m very much an advocate 

of Google and I hope that I’ve inspired 

subpostmasters to take it to the next 

level. 

“3,000 reviews for 2024 is ambitious, 

but it is doable – the more I talk about 

it, the more my staff will deliver it.” 

DIPESH’S TOP TIPS FOR 

SUBPOSTMASTERS 

Using Google is a no-brainer 

“Google is a free tool and we are 

business people; if something is free 

and going to bring a lot of business to 

you, you’ve got to use it,” Dipesh says. 

“The important thing is being 

consistent with it; make sure that you 

have your image clear in your mind, 

first of all, where you want to get to, 

even though you might not know how 


Retail Post Office of the Month 

Stationery 

display 

“Working on 

the negative 

reviews 

improves my 

image faster” 

to them – most of the time we end up 

becoming good friends. 

“When somebody is very rude to my 

staff and I get a message, then I make 

sure that I go above and beyond – my 

aim is to reply within half an hour, 

which I think is fantastic.” 

Dipesh continued: “If I 

get an opportunity, I go 

and talk to people in 

the community, 

which might include 

talking about 

business banking. 

“I tell businesses 

that they can come 

and use the Post Office. 

But otherwise, if they just 

need any help and support, 

give me a shout – no problem at 

all; I’m more than happy to help.” 

Post Office queue 

you’re going to get there. I’d like 3,000 

in 2024, but I don’t know how I’m going 

to get them.” 

Dipesh adds: “A lot of people use 

Google to find post offices, and if 

you’ve got a better interaction with 

Google and a better rating, the 

algorithm, which Andy told me about, 

is going to put you at the top of the 

search. 

“The nearest post office to me, which 

is direct managed, has 3.1 stars.” 

Getting staff on board 

“You can’t do everything on your own; 

you’ve got to have your team behind 

you,” Dipesh says. “Communication 

with your staff is really important – I talk 

about Google Reviews every day. 

“When I’m serving on the counter, I 

make a point of getting one or two 

reviews. We serve 500 customers a day, 

on average, with three staff, so they just 

need to find one person each; that’s 

their target. 

“It’s really important that we keep the 

customer happy. Customers, may be 

rude or upset, but you don’t go down 

to that level and start talking to 

customers at that level; make sure your 

minimum standard is maintained. 

“Celebrate successes and show your 

appreciation to staff. If you really want 

to grow your business, you want to 

grow your staff as well. Set individual 

targets, help and support staff, and 

tracking is really important.” 

Talk to your customers 

“Customer service leads to customer 

research; talking to customers is a big 

part for me,” Dipesh says. “On Google, 

customers can actually get in touch 

with me via messages, and I can reply 

Negative reviews 

“I don’t get many negative reviews, but 

I get more benefit out of negative 

reviews than positive reviews,” Dipesh 

says. “If I’m a customer of a restaurant, I 

will look at the negative reviews first of 

all to see how they’ve dealt with the 

negative reviews. 

“I acknowledge negative reviews and 

tell customers that I’ll investigate and 

get back to them, but I’ll also give my 

personal contact number and my 

email address, so that they can tell me 

their story. 

“Working on the negative reviews 

improves my image faster, because I’m 

dealing with them in a very positive 

way.” 

Dipesh is happy to help NFSP 

members with their Google Reviews. 

Get in touch through 

communications@nfsp.org.uk 

SHOP TALK 

Edgware Road Post Office 

Staff: Seven – four part-time, three 

full-time 

Opening hours: Monday to Friday 

(9am-7pm); Saturday (9am-5.30pm); 

Sunday (11am-5pm) 

Size of branch: 1,400sq ft 

PO counters: Three – one fortress, two 

open counters 

PO services: Main branch: Mails, 

returns, banking, forex, travel insurance, 

DVLA, passports 

Retail: Grocery, alcohol, tobacco, 

stationery, passport photos 

24 


The NET update 

FEBRUARY UPDATE 

FROM THE NET 

The NFSP Negotiating and Engagement Team (NET) are back with 

another update of the current issues across the network and the 

work it does to address them. 

NBIT 

Rollout of Network 

Builders IT (NBIT) to a 

small number of further 

trial offices has been 

delayed, however Post 

Office Ltd (PO) expects 

this to happen soon. It is 

then the intention to use 

the IT working groups for 

user acceptance testing 

and feedback on all 

aspects of NBIT. As this 

project is being 

progressed, PO has 

agreed to attend the NET 

meetings every month to 

update us on all issues 

affecting the programme. 

ADVOCACY PROGRAMME 

Following our recent Board meeting in January, 

we would like to remind members that the NFSP 

has an Advocacy team who are here to support you 

with any contractual disputes. If you need to 

discuss any issues confidentially, please email 

admin@nfsp.org.uk or call the NFSP Shoreham 

headquarters on 01273 452324. 

ONBOARDING 

Following many 

months of work, PO has 

now got a full team to 

deal with postmaster 

onboarding. The 

intention at the start of 

any application is to 

agree a transfer date 

between all parties and 

during the application 

process both the 

outgoing postmaster and 

the applicant will be kept 

informed of progress via 

SMS messaging. It is the 

ambition of PO to 

complete the process 

within 120 days from 

initial application. 

MARKETING 

SUPPORT FROM 

POST OFFICE 

PO is keen to increase 

marketing support for 

branches and has outlined 

their plans for its spring 

‘choose’ campaign. Support 

materials will be available to 

order via Branch Hub from 

early April and will include 

items such as posters, 

leaflets, and bollard covers. 

As well as the usual generic 

posters there will also be 

the opportunity to 

personalise these as well. 

DIGITAL 

SCREENS 

PO intends to roll out a 

significant number of 

digital screens into the 

network, these will be 

either free-standing or 

fixed to the counter. They 

will also supply smartcards 

with relevant promotional 

materials for the current 

campaign. For anyone who 

has their own digital screen 

with smartcard provision, it 

is PO’s intention to supply 

the smartcards to these 

offices if requested. 

26 


MAILBOX 

Your letters answered by Post Office and 

Jon Follenfant, NFSP Members’ Editor 

The path to profits 

W 

e are all well 

aware of 

‘Bonusgate’ and 

the fallout from the flawed 

and biased 

‘Transformation Incentive 

Scheme’. The actual 

convoluted and extensive 

bonus scheme comprising 

of multiple metrics and 

sub metrics to maximise 

bonuses is already well 

documented and 

abhorrent to struggling 

subpostmasters. 

At a time of significantly 

falling income (£14million 

down as evidenced from 

last year’s accounts) and 

ever dwindling footfall, it 

has been repeatedly stated 

that any bonus metrics 

applied for the benefit of 

the Post Office Ltd (PO) 

hierarchy must be 

prefaced with the clear 

profitability of the network 

of PO branches. 

Just what is the detailed 

strategy of PO to bring the 

network back to 

profitability and 

sustainability, just what are 

the Post Office 

‘transforming’ us into? 

We can see that Bank 

Hubs are a growing 

feature and we can see 

already hundreds of Drop 

& Collect outlets being 

introduced but how does 

this really assist a 

postmaster’s business 

when it clearly dilutes 

mails and banking 

transactions at post office 

branches? 

Is this strategy of 

‘transformation’ to simply 

facilitate the demise of the 

current network by PO 

Government without 

paying compensation to 

postmasters having to give 

up their business and lose 

their investment (closures 

of PO branches are now on 

a par with bank branch 

closures)? 

11,500 PO branches is 

overkill to carry out the 

level of business now 

available, especially with 

the blatant systemic 

removal of government 

services. To insist on a 

network of PO branches to 

somehow remain at 11,500 

is definitely not feasible. 

Is it time (it is time!), to 

introduce another 

Network Transformation/ 

Network Re-invention 

scheme which allows 

serving postmasters the 

option to leave the 

network with appropriate 

compensation? 

This would lead to a 

leaner, more profitable 

network. 

Jim McCafferty, 

Kennedy Centre Post 

Office, Belfast 

POST OFFICE 

REPLIES: 

Martin Roberts, Group 

Chief Retail Officer, 

writes: 

You may have recently 

heard Nick Read reassure 

postmasters that, 

while rightly focusing on 

addressing the wrongs 

of the past, we are intent 

on creating a genuinely 

commercial network and 

improving branch profitability. 

That is, as I’m sure 

you know, one of our 

three key priorities, 

and it’s 

important 

we don’t lose 

sight of these 

important 

objectives. 

In Mails, 

we expect to 

build on the huge 

progress made with 

our new customer propositions 

in 2023. We now have 

Amazon services in more 

than 7,500 branches, DPD 

in more than 4,000 and 

Evri in more than 2,000. 

This includes our buy-inbranch 

offering with Evri 

and DPD delivery services 

available to buy over the 

counter, which is vital to 

driving sales and remuneration 

back into branches. 

In 2024 we are focused 

on expanding the current 

propositions to a greater 

number of branches and 

also have some other new 

exciting Royal Mail and 

non-Royal Mail propositions 

in the pipeline. 

In banking, we are discussing 

Banking Framework 

4 with the banks 

and seeking to ensure a 

“We are intent 

on creating 

a genuinely 

commercial 

network” 

deal that recognises the 

vital role postmasters play 

in helping communities 

to withdraw and deposit 

cash, ensuring they are 

paid fairly for the service 

they provide. This includes 

investment in automation 

and self-service to help 

improve efficiency 

and postmaster 

profitability. 

This is in 

addition to 

the remuneration 

increases we 

announced at 

the start of the 

2023-24 financial 

year, alongside our 

Commercial Excellence 

(Branch MOT) visits and 

our marketing efforts to 

help drive profitability 

through increasing footfall. 

Also on profitability, we 

have consistently achieved 

a trading profit since the 

2016-17 financial year and 

revenues have been broadly 

flat since separation 

from Royal Mail. 

Banking Hubs are funded 

by Cash Action UK and 

we give postmasters the 

opportunity to run them, 

with local postmasters 

being asked first. Our Drop 

& Collect locations are 

designed to take parcel 

volumes away from 

competitors that have set 

up outlets in those areas, 

rather than from existing 

branches, and we do 


Your letters 

monitor how the existing 

branches are performing. 

Maintaining 11,500 

branches is government 

policy, and that and the 

Access Criteria act as 

the requirements 

placed on us 

in return for 

investment 

and subsidy 

funding. Your 

letter states 

that “closures 

of PO branches 

are now on 

a par with bank 

branch closures”. As of 

mid-January 2024, 5,818 

bank and building society 

branches have closed 

since 2015 and 189 have 

already been scheduled 

for 2024. The Post Office 

network, by contrast, has 

remained stable at around 

11,500 branches across the 

whole of the UK. And those 

bank branch closures are 

helping to drive footfall for 

banking to our post offices 

and we endeavour to support 

postmasters with local 

marketing assets to take 

advantage of the potential 

additional remuneration 

opportunities. 

That said, the network 

must continue to evolve 

and to meet changing 

consumer needs. Our Mails 

strategy and Drop & Collect 

are good examples of this, 

striving to meet the need 

for greater convenience in 

the fast-growing parcels 

market. 

MEMBERS’ EDITOR 

REPLIES: 

Jim strikes a chord with all 

postmasters that the 

senior managers should 

only receive bonuses when 

they put front and centre 

the profitability of all 

postmasters, without 

whom they have no 

business. 

Martin puts a brave face 

on the introduction of 

“No one 

wants to see a 

decline in the 

number of post 

offices” 

other parcels carriers 

alongside Royal Mail and 

ParcelForce, the 

introduction of Drop & 

Collect outlets – sorry, 

Martin, but most 

postmasters are 

sceptical about 

their 

introduction 

– and 

“Branch 

MOTs” to 

offset the 

overall decline 

in PO business. 

While 

government funding is 

dependent upon 

maintaining 11,500 

branches, perhaps PO 

should point out to 

government that this is not 

economically possible for 

individual self-employed 

postmasters unless a way 

of increasing postmaster 

remuneration is 

dramatically found. 

Government funding has 

remained at the current 

level for some time 

reduced from £200m 10 

years ago to the current 

£50m in 2020, which given 

the effects of inflation is a 

massive real terms hit. The 

total remuneration paid to 

postmasters fell from 

£448m to £383m during 

this period. Postmasters 

deserve this government 

support as time and time 

again authoritative studies 

have reiterated the social 

and economic benefit of 

post offices in our 

communities. 

No one, the public, 

government or 

postmasters themselves, 

want to see a decline in the 

number of post offices, 

however if they cannot 

cover their costs and 

provide a living for those 

who operate them, they 

will increasingly become 

disillusioned, and the 

network will continue to 

fragment 

DON’T EVER LET THIS 

HAPPEN AGAIN 

As a postmaster, I want to 

see Paula Vennells and 

others in the Post Office 

and Fujitsu be prosecuted 

for their handling of the 

faulty Horizon system. 

I personally do not have 

any trust in the Post Office, 

and my question to you is 

where were the NFSP in all 

of this? I think they 

could’ve done better. 

I remember in 2008 

when we couldn’t explain 

the shortfalls in our post 

office, we called the 

auditors who blamed us 

and made us pay the 

discrepancy even though 

we asked if there were 

others having the same 

issue. They blatantly lied to 

us and said ‘no’. Even our 

manager at the time said 

it’s our fault and we must 

be doing something 

wrong. It took us 10 years 

to get our money back 

through the Shortfall 

Scheme. 

How could PO not have 

realised? 

So many postmasters 

were showing 

discrepancies at similar 

times, so something was 

seriously wrong. Why has 

it taken so long to get any 

kind of justice? 

I know after the TV show 

Mr Bates vs The Post 

Office things are moving 

faster, but unfortunately, 

it’s way too late for some, 

especially those who have 

passed away. 

If the 

government 

and PO are 

serious 

about 

justice, they 

will quash 

the 

convictions of 

all those who 

were accused of 

committing theft, and for 

those who lost everything 

“Never, 

ever disrespect 

your postmasters, 

without them, 

you’d have no 

post offices” 

financially will be 

compensated fully. Not a 

measly few thousand 

pounds, but something 

that’s substantially higher 

to make their lives better. 

My advice to the present 

PO management is don’t 

ever let this happen again. 

And never, ever disrespect 

your postmasters, without 

them, you’d have no post 

offices to run. 

Ismail Patel, 

Willow Park PO, 

Pontefract 

POST OFFICE 

REPLIES: 

Martin Roberts, Group 

Chief Retail Officer, 

writes: 

We fully share the aims of 

the ongoing Public 

Inquiry, chaired by Sir Wyn 

Williams, set up to get to 

the truth of what 

happened in the past. It’s 

the Inquiry’s role to reach 

its own independent 

conclusions after 

consideration of all the 

evidence on the issues it is 

examining, and we are 

working hard to ensure 

that its requirements of 

PO are met. 

Alongside this, PO 

continues to work with the 

government to provide 

redress as swiftly as 

possible, including 

supporting government 

efforts to speed up the 

exoneration of people with 

wrongful convictions so 

that those affected receive 

the compensation 

they deserve. PO 

has not 

undertaken 

any private 

prosecutions 

related to 

Horizon since 

2015 and has 

no intention of 

doing so. 

In the Group 

Litigation Order judgment 

handed down in 2019 the 


elative to comparable 

systems, but we are not 

complacent about that. 

We continue to work 

with postmasters to 

identify and invest in 

improvements. We have 

implemented the 

recommendations around 

the current version of 

Horizon that were made in 

the judgments, including 

to its functionality and 

stability, and making it 

more intuitive to use. 

Where we are aware of 

any issues with Horizon, we 

publish these on Branch 

Hub, so postmasters know 

about them, together with 

guidance on what to do if 

postmasters experience 

the issue. We encourage 

postmasters who have 

concerns to raise these 

with us. 

We are committed to 

getting off Horizon and we 

are making good progress 

with its replacement. We 

launched the original pilot 

phase in two Directly 

Managed Branches and we 

plan to go in to the first 

pilot postmaster branches 

later in 2024. You probably 

know that around 250 

postmasters are in the IT 

working group, which is 

involved in both the 

ongoing improvements to 

Horizon and the 

development of the 

replacement system. 

Over the past few years 

we have been focused on 

improving the support that 

we provide to postmasters 

across all areas, from initial 

onboarding and training, 

through to day-to-day 

operational procedures. In 

particular, we have 

significantly improved the 

support that we provide 

should postmasters have a 

discrepancy in their 

branch. 

If any postmaster finds a 

discrepancy and is unsure 

how it has arisen, they 

should use the ‘Review 

Dispute CALL BSC’ 

function and contact the 

Branch Support Centre. 

Our teams can then 

support postmasters in 

finding out what’s 

happened. 

Regarding remote 

access, should there be a 

need to remotely access a 

counter, such as to help fix 

an issue, there is now an 

auditable process for this, 

and the reason would be 

explained and the 

postmaster’s permission 

gained first. 

You may have seen CEO 

Nick Read talk about the 

points you raise at the 

livestream for postmasters 

on 16 January. 

Scan the QR codes below 

to watch the introduction 

and Q&A. 

NFSP 

REPLIES: 

Calum Greenhow, Chief 

Executive, writes: 

The NFSP has provided 

thousands of pages of 

evidence and documents 

to the Inquiry, which shows 

we did provide help and 

support to colleagues, but 

it clearly was not enough. 

That is the reason I’m on 

record apologising if 

colleagues of the past feel 

they did not get the help 

and support they needed 

at specific times. 

The Inquiry has also 

shown the extent of the 

lack of openness and 

transparency from PO, 

even throughout the legal 

process. 

We also share the 

frustration of the Inquiry in 

that despite it having the 

full weight of state and law 

behind it, it has struggled 

to get PO to provide them 

with all the information 

they require as they require 

it. 

We cannot ignore that 

throughout this whole 

period, government, the 

Civil Service, Royal Mail, PO 

and Fujitsu all said there 

wasn’t a problem, and the 

Criminal Justice System 

convicted innocent 

Write to: Members’ Editor 

Jon Follenfant, NFSP 

Headquarters, Evelyn 

House, 22 Windlesham 

Gardens, Shoreham by Sea, 

West Sussex BN43 5AZ 

or email: thesubpost 

master@nfsp.org.uk 

individuals time after time. 

The victims were 

postmasters, their 

assistants, and employees 

of Post Office. 

The Inquiry has shown 

that a number of 

representative bodies, 

including the NFSP, had 

members who ended up 

being victims so none of 

the representative bodies 

got this right. 

Scan to watch Nick Read’s 

introduction 

Scan to watch Nick Read’s 

Q&A 

Fast ID System W11 

fastiD is the system of choice for postmasters and small 

pharmacies. 

If you are offering passport photo services for the first time 

and would like to test the waters, fastiD is the way to go. 

SAVE 

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If purchased before 31st March 2024. 

Normal cost price before voucher £999.99 

ON FAST ID SYSTEM W11 

Quote “NFSP” when placing your order. Offer ends 31st March 2024 


Helpline and press option 1. 

Ben Fund quarter page horizontal ad.pdf 8 10/03/2023 18:13 

Member NFSP Directory member benefits 

GET THE MOST FROM 

YOUR BENEFITS YOUR MEMBERSHIP 

FOR ANY PROBLEM OR ISSUE RELATED TO RUNNING A POST OFFICE 

PLEASE CALL THE NFSP HELPLINE – 01273 452324 

BENEVOLENT 

FUND 

An independent registered 

charity helping past and present 

postmasters and their families, in their 

time of need. 

Visit nfsp.org.uk or email 

benfund@nfsp.org.uk 

DISCOUNTS 

WITH NFSP+ 

From phones and mobile 

devices to shopping and 

supermarket discounts, to 

car maintenance and 

travel. Scan the QR Code for great deals on 

fantastic products and services from 

NFSP+. 

EMPLOYMENT 

HELPLINE 

Support with managing your 

staff and HR advice in partnership with 

HR:4UK. 

Call 01273 452324 and press option 1. 

FREE 

INSURANCE 

NFSP free insurance 

policies cover members 

from tax and VAT 

investigations and 

personal ID theft. Call the helpline or scan 

the QR code to find out more or make a 

claim. 

HEALTH AND 

WELLBEING 

Free access to health and 

wellbeing support services including a 

24-hour helpline with qualified 

counsellors, bereavement support and 

medical information. Visit NFSP+ via the 

QR Code (above) to find out more. 

LEGAL 

HELPLINE 

Free advice on legal matters 

related to your business. Call Lyons 

Davidson Solicitors on 01172 442 794 and 

quote NFSP. 

MEMBER 

REPRESENTATION 

Our Network and Engagement 

Team represent postmasters in 

negotiations with Post Office Ltd and 

support members with contractual issues 

and difficulties. Call the Helpline or email 

admin@nfsp.org.uk 

Public Affairs represent postmasters in 

discussions with MPs and external 

stakeholders. 

Visit bit.ly/NFSPPublicAffairs for the latest 

campaign information or get involved by 

contacting our Public Affairs Manager 

ruth.buckley-salmon@nfsp.org.uk 

POST OFFICE 

SUPPORT 

For expert Mails and Mails 

Segregation compliance support from 

your regional Mails Support Advisor email 

mailssupport@nfsp.org.uk 

RETAIL 

PARTNERS 

Tap into our hand-picked 

list of retail partners 

offering exclusive deals to 

NFSP members. View the 

full list via the QR Code or visit nfsp.org. 

uk/retail-partner 

RELIEF 

SCHEME 

For cover when you need time 

away from your business. Our Relief 

Scheme, in partnership with HR:4UK, is 

available for NFSP members. Call the 

RETAIL SUPPORT 

ADVISOR 

Free personalised retail health 

checks via store visits or video calls. Advice 

on the best products to stock and much 

more. Call Amanda Pedley on 01273 

452324 or email retail@nfsp.org.uk 

YOUR 

REGION 

Each region in the UK has a 

thriving NFSP community led by Branch 

and Regional Secretaries who also run 

post offices. These representatives are 

there to provide advice and support with 

post office issues. They also organise 

online and face-to-face meetings for 

sharing your views and helping to steer 

the direction of the NFSP. 

Not sure who is your Branch or Regional 

Secretary? Call the helpline or e-mail 


STAY CONNECTED 

NFSP Weekly Newsletter 

– The latest news and 

information from the 

NFSP plus great retail 

offers. 

Regional WhatsApp Groups – Chat with 

postmasters in your area, stay across the 

latest breaking news. 

Exclusive NFSP Members’ Website – An 

essential resource with news, toolkits, 

information and advice covering the 

entire spectrum of running a post office 

and retail business. 

Private Facebook Group – Share your 

views with other members: 

Facebook.com/groups/NFSPmembers 

To access these services contact 


C 

M 

Y 

CM 

MY 

CY 

CMY 

K 

NFSP 

Benevolent Fund 

To request an application form contact NFSP 

Headquarters on 01273 452324 or email 

benfund@nfsp.org.uk 

For further information please visit www.nfsp.org.uk 

All our work is carried out in total confidence. 

The Fund does not cover business related issues. 

Helping postmasters 

and their families 

in times of need 

Registered charity 262704 


Planning ahead 

PUT A SPRING 

IN YOUR STEP 

As the UK heads towards spring, for small business owners, it’s the 

perfect time to restock and reorganise for the coming months. There’s 

a lot on the calendar to get involved with to encourage customers 

into your store; with events such as Mother’s Day, World Book Day and 

the many religious festivals; such as Easter, Eid and Holi. 

MARCH 

7 

WORLD BOOK 

DAY 

MARCH 

8 

INTERNATIONAL 

WOMEN'S DAY 

MARCH 

8 

MAHA 

SHIVARATRI 

MARCH 

9 

DISPLAY EASTER 

STOCK 

MARCH 

10 

MOTHER'S 

DAY 

MARCH 

10 

RAMADAN 

BEGINS 

MARCH 

11 

DISPLAY EXAM 

STATIONERY 

MARCH 

17 

ST PATRICK’S 

DAY 

MARCH 

23 

PURIM 

MARCH 

25 

HOLI 

MARCH 

31 

EASTER 

SUNDAY 

APRIL 

9 

EID UL FITR 

APRIL 

22 

PASSOVER 

BEGINS 

APRIL 

23 

ST GEORGE'S 

DAY 

When juggling the 

challenges that 

come with running 

your business, 

forgetting 

important dates is 

something that can 

be very easy to do. 

To help you with 

this, make sure you 

are making use of 

your free wall 

planner that came 

with the December 

issue of this 


EASTER 

This year Easter falls between 29 March to 1 April. As well 

as chocolate goodies, this is also a good time to showcase 

decorative items such as balloons and bunting. When it 

comes to filling your branch with eye-catching Easter 

decorations to boost sales, our retail partner Amscan has 

you covered. Get in touch by email at tholness@amscanuk.co.uk 

or visit their website at www.amscan.co.uk 

Why not stock a range of Easter cards? Our greeting 

card partners can provide you with a great range of Easter-inspired cards, and 

display solutions. To learn more about our retail partners, please take a look at 

our retail partner directory by scanning the QR code. 

MOTHER’S DAY 

Be sure to get ready for Mother’s Day, 

planning your greeting card stock 

and promotions well in advance – 

ideally having your displays up from 

26 February onwards. 

If you need any help or advice with 

products or displays, then don't 

forget you can get in touch with any 

of our hand-picked retail partners. 

You can view the full list of our 

greeting card partners by scanning 

the QR code. 

Don’t forget 

Mother’s Day 

gifts too. Our 

retail partners 

H&H and Global 

Journey have 

great ranges of 

giftware to help 

you stock up. Read more about 

them on pages 5 and 15. 

WORLD BOOK DAY 

Stock up on books and get 

ready for World Book Day on 

7 March. Our retail partner The 

Cut-Price Bookstore offers a 

great range selection, pricing 

and display, making it easy for 

busy postmasters to give books 

a try. To find out more visit 

www.cutpricebookstore.co. 

uk/nfsp 

NFSP RETAIL SUPPORT 

Why not contact Amanda Pedley, 

NFSP Senior Retail Advisor, who 

can offer a free personalised Retail 

Health Check 

via store visits 

or video call? 

Get in touch 

with Amanda 

by phoning 

01273 452324 or 

by scanning the 

QR code. 

NFSP ANNUAL 

CONFERENCE 

AND RETAIL 

EVENT 2024 

This year's NFSP Annual Conference and Retail Event will take place 

between Saturday 11 and Monday 13 May. It will be located at The 

Slate, University of Warwick, Coventry. 

This is your chance to have your say about your future and work 

with us to achieve a stronger and more viable network. 

Read more on Page 13. 

34 


NFSP RETAIL PARTNERS 

ACCESSORIES 

Emelia Accessories 

024 7632 6198 

sales@emeliaaccessories.co.uk 

www.emeliaaccessories.co.uk 

ATM 

Cashzone 

01707 632839 

sales@cashzone.co.uk 

www.cashzone.co.uk 

BALLOONS/PARTY 

Amscan 

07764 560615 

tholness@amscan-uk.co.uk 

www.amscan.co.uk 

BOOKS 

The Cut-Price Bookstore 

01482 866695 

sales@cutpricebookstore.co.uk 

www.cutpricebookstore.co.uk/ 

nfsp 

BUSINESS TRANSFER 

Humberstones 

01275 377880 

jp@humberstones.co.uk 

www.humberstones.co.uk 

FIXTURES & FITTINGS 

DoubleCOOL UK Ltd 

01283 586028 

zcolman@doublecooluk.com 

www.doublecooluk.com 

GIFTWARE 

Essentially 

01676 542542 

sales@emeliaaccessories.co.uk 

www.emeliaaccessories.co.uk 

Global Journey 

0161 872 0333 

isamuels@global-journey.com 

www.globaljourney.co.uk 

History & Heraldry 

01709 730700 

postoffice@historyheraldry.com 

www.historyheraldry.com/ 

postoffice 

GREETING CARDS 

Bug Art 

0115 929 4776 

enquiries@bugart.co.uk 

www.bugart.co.uk 

Christine Gardner Design 

07763 123631 

hello@christinegardner.co.uk 

www.christinegardner.co.uk 

Otter House Ltd 

01392 824300 

sales@otterhouse.co.uk 

www.otterhouse.co.uk 

Words 'n' Wishes Ltd 

01942 233201 

alison@words-n-wishes.co.uk 

www.words-n-wishes.co.uk 

HOME STAIRLIFTS 

Acorn Stairlifts 

0800 073 9850 

srichardson@acornstairlifts.com 

www.uk.acornpartner.com 

INSURANCE 

UKGlobal Chester Ltd 

01244 566206 

steve.jones@ukglobalgroup.co.uk 

www.ukglobalgroup.co.uk 

MERCHANT SERVICES 

Handepay 

Merchant Services 

0800 377 7382 

michael.liposits@handepay.co.uk 

www.handepay.co.uk 

SumUp 

www.sumup.co.uk/nfsp 

PHONE CARDS 

AQA UK & International 

Calling Cards 

0203 384 5961 

pocs@aqatelecom.com 

www.aqatelecom.com 

PHOTOGRAPHY 

AND PHOTOBOOTHS 

Facebox 

07973 561514 

d.antell@btinternet.com 

www.face-box.co.uk 

READING GLASSES 

Readyspex 

01963 440800 

telesales@peerltd.co.uk 

www.readyspex.co.uk 

SLUSH MACHINES 

Snowshock Ltd 

0330 053 6132 

sales@snowshock.co.uk 

www.snowshock.com 

TRANSPORT 

Affinity Vehicle Leasing 

0800 060 7070 

info@affinity4u.co.uk 

www.affinity4u.co.uk 

CALENDARS 

Unique Calendar Company 

01935 823241 

mike.ucc@btinternet.com 

www.unique-calendar.co.uk 

CASH COUNTING 

Safescan 

01233 645645 

info@safescan.com 

www.safescan.com/nfsp 

Tellermate Ltd 

01633 637123 

sales.uk@tellermate.com 

info.tellermate.com/nfsp 

CONVENIENCE 

Bobby's Foods 

07483 120462 

sally.malpass@bobbysfoods.co.uk 

www.bobbysfoods.co.uk 

Snappy Shopper 

0333 900 1250 

Emotional Rescue 

01942 233201 

hello@erescue.co.uk 

www.emotional-rescue.com 

The Great British Card 

Company 

01452 888999 

hello@greatbritishcards.co.uk 

www.greatbritishcards.co.uk 

Into the Green Publishing 

0800 529 8790 / 07795 957995 

pete.r@intothegreenpublishing. 

com 

www.intothegreenpublishing.com 

Kingfisher Cards Ltd 

01803 431515 

sales@kingfishercards.co.uk 

www.kingfishercards.co.uk 

Noel Tatt 

01227 811600 

sales@noeltatt.co.uk 

www.noeltatt.co.uk 

MOBILE PHONE 

ACCESSORIES 

Mr Mobile 

0161 745 2210 

sales@mrmobileuk.com 

www.mrmobileuk.com 

PACKAGING AND 

STATIONERY 

IPS Retail 

01923 639800 

sales@ipsretail.co.uk 

www.ipsretail.co.uk 

PASSPORT AND 

ID SYSTEMS 

Swains International Ltd 

01485 536200 

sales@swains.co.uk 

www.swains.co.uk 

UTILITIES 

Love Energy Savings 

0203 903 9660 

info@loveenergysavings.com 

www.loveenergysavings.com 

VAPING 

Vapouriz 

0800 644 0000 

nfsp@vapouriz.com 

www.vapouriz.co.uk 

WASTE MANAGEMENT 

1st Waste Management 

07754 553307 

j.jordan@1stwaste.co.uk 

www.1stwaste.co.uk 

inbound@snappyshopper.co.uk 

www.retailers.snappyshopper.co.uk

The SubPostmaster magazine - February issue

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