NETWORK REPORT 2023
1
Network Report 2023Network Report 2023
Presented to Parliament pursuant to section 11 of the Postal Services Act 2011 Presented to Parliament pursuant to section 11 of the Postal Services Act 2011
Post Ofce Limited is registered in England and Wales. Registered number 2154540. Post Ofce Limited is registered in England and Wales. Registered number 2154540.
Registered Ofce is 100 Wood Street, London. EC2V 7ER. Post Ofce and the Post Ofce Registered Ofce is 100 Wood Street, London. EC2V 7ER. Post Ofce and the Post Ofce
logo are registered trademarks of Post Ofce Limited. logo are registered trademarks of Post Ofce Limited.
Copyright 2023 The Post Ofce.Copyright 2023 The Post Ofce.
NETWORK REPORT 2023
2
3
NETWORK REPORT 2023
Contents
CHIEF EXECUTIVE’S STATEMENT 4
THE ECONOMIC AND SOCIAL VALUE OF POST OFFICE 6
NETWORK REACH 8
OUR SERVICES 9
POST OFFICE FORMATS 10
BANKING SERVICE 11
BRANCH FOCUS 12
MAKING A DIFFERENCE 14
BRANCH OPENINGS 15
ACCESSIBILITY OF THE NETWORK 16
NETWORK TABLES 20-25
PRODUCTS & SERVICES AVAILABLE AT POST OFFICE 26
This report provides information about the Post Ofce branch network and customer
accessibility as of March 2023 as required under Provision 11 of the Postal Services Act
2011. It is sent to the Department of Business and Trade who will lay a copy of the report
before Parliament. Specic information in this report for the network as of March 2023 is
provided in accordance with the requirements of the legislation.
The report also includes yearly data sets, which provide updated gures on what has been
published in previous years. Further information on Post Ofce Limited can be found at
corporate.postofce.co.uk, including the Annual Report and Financial Statements.
4
NETWORK REPORT 2023
Chief Executive statement
This year we have continued to
make progress advancing the
business and staying relevant in
the interests of our customers,
our postmasters and ultimately
the UK as a whole
At nearly four centuries old, Post Ofce
continues to evolve to meet society’s
needs and today brings essential services
to countless communities – whether that
involves posting a letter, taking out cash, or
topping up the electricity meter. However,
the last few years have been extremely
difcult and the post pandemic economy
continues to challenge all retailers –
including the Post Ofce.
Post Ofce has demonstrated incredible
resilience over the past year. Beyond the
challenging economic climate, all sectors
of the economy are facing, our business
and our Postmasters have had to endure
additional challenges. For example,
challenges like the 18 days of Industrial
Action affecting Royal Mail decimated
condence in the UK’s postal system at the
most important trading period of the year.
If industrial action before Christmas was
not enough, in the New Year the cyber-
attack against Royal Mail presented a new
challenge which, almost unbelievably,
knocked out international mail in this
country for weeks on end. Instead of being
deated and allowing these challenges to
overwhelm us, we were driven by a quiet
but unmistakeable determination to bounce
back stronger as macro trading conditions
improved.
This year we have continued to make
progress advancing the business and
staying relevant to meet the evolving needs
of our customers, our Postmasters and
ultimately the UK as a whole.
For example, in partnership with energy
providers and our Postmasters we have
ensured that individuals, regardless of their
circumstances, were able to access vital
Government support with their energy
bills. The same collaborative approach
enabled us to win the Government contract
to get vital energy support payments to
There is simply no other
business in the UK
capable of providing
support to communities
quickly, at such a large
scale
NETWORK REPORT 2023
5
people in Northern Ireland. We not only got
redeemable vouchers to eligible households
in Northern Ireland in a 11-week period,
our branch network was also a means by
which customers could cash or bank their
vouchers. This was a great effort and
demonstrated that there is simply no other
business in the UK capable of providing
support to communities quickly and at such
a large scale.
I am pleased to report that Post Ofce
continues to deliver a strong and growing
network for its customers to access the
products and services on which they rely,
despite the challenging market conditions
within which we operate. With new carriers
in the mails market, new digital products
like EasyID and new formats like Drop &
Collect, as well as operating Banking Hubs
in collaboration with Cash Access UK, we
are focused on meeting the evolving needs
of our customers.
It is very important to note that none of
these achievements would have been
possible without the support of our
Postmasters and retail partners who have,
and continue, to support communities
across the country, day-in-and-day-out.
Nick Read
CEO, Post Ofce Ltd.
Post Oce continues
to deliver a strong and
growing network for its
customers to access the
products and services on
which they rely
6
NETWORK REPORT 2023
The Economic and Social Value
of Post Oce
As an iconic British brand, Post Ofce has
long been part of the fabric of everyday life
for people across the United Kingdom. As
one of the country’s largest retailers, with
more than 11,500 branches, Post Ofce
plays a signicant role in communities
across the United Kingdom, in towns,
villages and on high streets across all four
nations.
This year we commissioned London
Economics to measure the Post Ofce’s
social and economic value. The last major
piece of similar research pre-dated the
introduction of the Banking Framework
arrangements in 2017. Since then, it has
become ever clearer that the Post Ofce
Network is part of the UK’s national
infrastructure, not least in helping small
businesses, the engine of the UK economy,
to thrive.
The national picture is impressive – our
economic impact exceeds that of London’s
Heathrow Airport. Our social impact shows
that, for every £1 we receive in subsidy
from Government, we generate £16.50 in
return. However, the familiarity and ubiquity
Post Oce stimulates and
facilitates economic activity
at a national, regional and
local level
For every £1 we receive
in subsidy from the
Government, we generate
£16.50 in return
NETWORK REPORT 2023
7
of Post Ofce to people across the country
can mask the signicant value that the
retailer brings to the United Kingdom. With
99% of households in the country living
within three miles of a Post Ofce, it can be
easy to consider Post Ofce branches as
unremarkable and as a given.
The report, and the research that
underpinned it, reveals both the social
value that Post Ofce delivers to the
most vulnerable in society and also the
convenience it brings to consumers and
businesses. It conrms and expands upon
previous research by NERA (2009), London
Economics and YouGov (2016), and Public
First (2020) that explored the value of Post
Ofce.
Additionally, for the rst time, this research
also illuminates what had previously
been less well understood: Post Ofce’s
role as part of the underlying economic
infrastructure of the United Kingdom and
as an enabler of small and medium-sized
enterprises (SMEs). It illustrates that, as
well as being an important backstop for
the most vulnerable and excluded groups,
Post Ofce also stimulates and facilitates
economic activity at a national, regional and
local level.
Further details about the London Economic
Report can be found on our corporate
website www.corporatepostofce.co.uk.
8
NETWORK REPORT 2023
Network Reach
We must ensure that we
provide the right type of
branches, in convenient
locations, providing customers
with access to the Post Oce
products and services
they need
Serving millions of customers every week,
Post Ofce is the biggest retail network in
the UK and is vital to the UK’s infrastructure
for postal, nancial and government
services.
Of the 11,684 Post Ofce branches open
as of the end of March 2023, 11,567 are
run by independent operators (largely
franchisees) and companies, with the
remaining 117 branches run by Post Ofce
Ltd directly. It is also worth noting that
Payzone Bill Payments Limited, owned
by Post Ofce, has approximately 13,000
payment outlets in the UK. Together,
the two networks provide over 24,000
locations at which customers can pay their
household bills quickly and conveniently.
It is evident that continued success of the
network is dependent on our ability to
provide a greater sustainable mix of Post
Ofce branches and services that offer
more choice for Postmasters and our retail
partners to meet evolving consumer needs.
We must ensure that we provide the right
type of branches, in convenient locations,
providing customers with access to the
Post Ofce products and services they
need.
We continually develop our branch network
to meet the needs of our customers. This
year we have continued to roll out our Drop
& Collect format. The Drop & Collect format
is a lighter, exible branch proposition that
increases our ability to meet the evolving
customer demand in the prepaid parcels
market. The format is smaller and counter-
less, using a handheld device, making it
easier for retailers to provide the service
and enhancing efciency for customers,
including SMEs who increasingly require
prepaid parcel services.
Post Ofce’s strategy for Drop & Collect is
to continue to expand this format mainly
Together, the two
networks (Post Oce and
Payzone) provide over
24,000 locations at which
customers can pay their
household bills
NETWORK REPORT 2023
This year, we became
the rst organisation to
be accredited to provide
digital identity verication
for the Right to Work and
Right to Rent schemes
9
in urban areas, where customer demand is
greatest and growing.
It is important to note that a Drop & Collect
branch is not a substitute for a full-service
Post Ofce, but we do consider it to be a
complement to those branches and part of
a vibrant, sustainable and viable network.
With 232 Drop & Collect branches already
open and trading at the end of March 2023,
we anticipate that this format will be a key
factor in our future ability to sustain our
network of 11,500 branches.
Our services
Customers can access over 170 different
products and services within branch or
online. Our extensive range of products
cover nancial services including savings,
loans, insurance, mortgages and credit
cards. In addition, they provide access
to Government services such as identity
verication, Passport Check & Send and
Bill Payments; essential holiday products
including holiday travel money and travel
insurance plus a wide range of mail services
such as Local Collect, Drop & Go, online
returns and much more.
This year, we became the rst organisation
to be accredited to provide digital identity
verication for the Right to Work and Right
to Rent schemes operated by the Home
Ofce through our EasyID product. We
have trialled EasyID for age verication
at automated check outs at one of the
country’s biggest supermarkets, showing
the breadth in the range of applications
this new product can address. With the
Government now taking steps to place
digital identity verication on the same level
as traditional, paper-based systems, this is
a market which is set to grow signicantly
over the next decade.
A full list of all the services we provide is
included within this Report.
10
NETWORK REPORT 2023
Post Oce formats
Analysing the varying
degrees of customer
demand, we aim to provide
the appropriate level of
service for our
customers
Having the right branches in the right
locations to meet evolving customer
demand underpins our Network strategy
and helps us ensure we meet our access
criteria set by UK Government. Analysing
the varying degrees of customer demand,
at local level, across the UK, we aim to
provide the appropriate level of service for
our customers.
There are different types of branches, each
of which provides services to meet the
needs of their local community including
online small businesses and marketplace
sellers – an integral part of the UK economy.
Mains & Directly Managed branches
provide customers with a wider range of
services and are typically located in busier
towns and cities.
Local & Traditional branches offer most
of our products and services and are often
located within a retail premises.
Drop & Collect, a exible branch format,
focuses on the prepaid parcels market,
Drop & Collect offers greater exibility and
streamlined provision of services that are
provided on a hand-held device. The format
helps meet increased customer demand
for the convenient return and collection of
online shopping.
Outreach Services
In some areas we have an Outreach
Post Ofce – this is a part-time service,
normally provided by a core postmaster at
an accessible location within a community
or via a mobile van visiting the area at the
same time and day every week.
NETWORK REPORT 2023
11
Banking services
Post Oce is the only
organisation with the
capability, scale and
systems to operate the
Banking Hubs
Post Ofce has always been - and will
remain - committed to providing free,
convenient and reliable access to cash for
communities and businesses across the UK.
As the number one cash provider in the UK,
our banking services provide personal and
business customers with access to their
high street bank account at their local Post
Ofce including withdrawals, deposits,
change, cheque deposits and balance
enquiries.
Our cash and banking business has been
a success story since its introduction in
2017 when we agreed a standardised
service with all of the UK’s principal banks.
These services have enabled millions of
people and small business to continue
to access free-to-use cash services
despite over 5,500 bank branch closures
since 2015. They continue to go from
strength to strength as we witness the
acceleration in banks’ closure programmes
since the pandemic. Now, thanks to the
representations we and others have made
to the Government, people’s right to access
their cash locally and for free will soon be
guaranteed in legislation.
Post Ofce is the rst, and currently the
only, organisation with the capability, scale,
and systems to operate the Banking Hubs
owned by Cash Access UK. The Hubs are
located in areas with no access to banks
so that in addition to the cash services
we already provide, customers also have
access to representatives of their own bank
to perform more complex transactions or
obtain nancial advice.
12
NETWORK REPORT 2023
Branch focus
Having the right branches in
the right locations to meet
evolving customer demand
underpins our Network
strategy
Oxshott Post Oce
Nishit Patel is postmaster and owner of
Oxshott Post Ofce and store which is
located on the High Street in Leatherhead.
Nishit purchased the store and Post Ofce
in 2019 and had planned to completely
refurbish it but plans were put on hold
following the Covid pandemic. Despite the
challenges that he initially faced, the store
has now been completely modernised
which increased the retail space within the
Post Ofce.
The branch is located conveniently with
villagers able to take advantage of the many
Post Ofce services on offer. With the
continuation of bank closures in the area,
Oxshott Post Ofce provides the village
with vital access to banking services,
allowing customers and local businesses
to make withdrawals and deposits into
their bank account.
When the village pharmacy closed
Nishit, who truly embodies the essence
of community spirit and understands the
importance of providing access to vital
services, stepped in and offered some
of his retail space within the store to
accommodate a new pharmacy.
Nishit is greatly valued by the local
community who visit the Post Ofce
regularly.
NETWORK REPORT 2023
13
Amesbury Post Oce
Postmaster Shreyas Patel has operated
Amesbury Post Ofce in Wiltshire since
2009. Shreyas who currently operates
10 other branches across our network is
very aware of the importance and value
his branches bring to the communities he
serves.
Amesbury Post Ofce, which is located
on Salisbury Street within the town, has
5 counters and is open 6 days a week,
allowing customers to access services for
over 46 hours a week. With the nearest
bank branch over 30 minutes away, the
branch is vital to the residents of the
town, with customers, many of whom are
elderly, able to access banking services to
withdraw their cash and make deposits into
their accounts.
Customers in Amesbury are also able to use
a wide range of other essential services at
the branch including Bill Payments, Travel
Money and Passport services. The store
also offers a range of stationary, greeting
cards and toys.
North Wembley Drop & Collect
Pratik Shah and his team were excited to open our new format, Drop & Collect,
in October 2022 after several customers requested a prepaid parcels service that
accepted Royal Mail and Parcelforce returns.
Perhaps because Pratik acted on multiple customers’ requests, he was not surprised
that Drop & Collect was an immediate success with the local community. With
already hundreds of customers regularly using the service each month, customer
transactions continue to steadily increase. In fact, since opening Drop & Collect there
has been double digit growth in footfall at the convenience store with retail sales
increasing by over 10%.
Pratik is keen for the proposition to expand its offering and is pleased that Tracked
24/48 returns will soon be added to Drop & Collect and is now considering how to
make more space to extend his business, to make more of the benets that operating
a Drop & Collect already provides.
Like many retailers, Amesbury Post Ofce
is operating in a very challenging economic
climate and the branch has been impacted
over the last couple of years following the
pandemic by Royal Mail industrial action
and the Royal Mail cyber-attack.
Despite the challenges, Shreyas continues
to play a signicant role within the local
community. He appreciates that his branch
is more than just another retailer on the
high street, more than a place to send a
parcel or to withdraw cash, the branch is a
resource for the community to rely on and
an important part of their everyday life.
14
NETWORK REPORT 2023
Making a Dierence
With a presence in every community in the UK,
Post Ofce continues to work in partnership with
stakeholders and charities to support communi-
ties across the UK. For example, Post Ofce again
partnered with the Trussell Trust, a major charity
working to end UK hunger and poverty, to help
people who need support in winter.
Leveraging one of our core commercial products,
cash withdrawals, we committed to give 1p to
the Trussell Trust for every withdrawal over our
counters from 7 November 2022 to 31 March
2023 raising over £339,000.
We continued to support DEC appeals this
year with over £1.9m of customer dona-
tions coming through our branches, the
vast majority of that coming in as cash,
highlighting the important role cash still
plays in society.
We showcased the extent of our network by
supporting the Children in Need Rickshaw Chal-
lenge and providing cash services to accept their
donations across a number of rural locations with
our mobile and xed branches.
NETWORK REPORT 2023
15
Branch Openings
Across the UK, communities have joined with us to celebrate the opening of their new
Post Ofce branches.
16
NETWORK REPORT 2023
Accessibility of the network
The Post Ofce is committed to meeting
the accessibility criteria that were laid down
by the Government in 2007.
The criteria cover UK wide accessibility
for total, urban, rural and urban deprived
populations. Moreover, the criteria ensure
a strong geographical distribution of Post
Ofce branches by including a separate
criterion that works at postcode district
level. There are around 3,000 geographic
level postcode districts throughout the UK
(an example would be the NP20 part of the
postcode).
Post Ofce’s wide network coverage
across the UK ensures that the Post
Ofce is accessible for all. This is the case
for the population as a whole and also
for specically analysed groups such as
the elderly, disadvantaged, those on low
incomes and those with disabilities. It is
also the case for small businesses where
the Post Ofce acts as a key national
infrastructure supporting this important
and growing part of the economy.
Compliance with Government’s minimum
network access criteria (March 2023)
The results against these access criteria are
shown in the table below. The Government
access criteria are:
• 99% of the UK population to be within
three miles of their nearest Post Ofce
outlet
• 90% of the UK population to be within
one mile of their nearest Post Ofce
outlet
• 99% of the total population in deprived
urban areas across the UK to be within
one mile of their nearest Post Ofce
outlet
• 95% of the total urban population
across the UK to be within one mile of
their nearest Post Ofce outlet
• 95% of the total rural population across
the UK to be within three miles of their
nearest Post Ofce outlet
Criteria
Total
Population
within
3 miles
Total
Population
within
1 mile
Deprived
Urban
Population
within
1 mile
Urban
Population
within
1 mile
Rural
Population
within
3 miles
Postcode
Districts with
less than 95%
Population
within 6 miles*
Minimum requirement 99% 90% 99% 95% 95% 0
2022/23 Performance
(excluding Drop & Collect) 99.59% 92.29% 99.23% 97.49% 97.95% 0
2022/23 Performance
(including Drop & Collect) 99.59% 92.48% 99.29% 97.68% 97.97% 0
Accessibility Performance (March 2023)
NETWORK REPORT 2023
17
In addition, the following criterion will apply
at a local level to ensure a minimum level of
access for customers living in remote rural
areas:
• 95% of the population of every
postcode district to be within six miles
of their nearest Post Ofce outlet
Post Ofce measures the performance
of the network against the Government
access criteria by breaking down the
population across the country into census
Output Areas (OAs).
Accessibility is calculated by measuring the
distance of the centre (population weighted
centroid) of the OA to its nearest Post
Ofce access point.
The total national accessibility is then
calculated by adding the total population
of each of the census OAs deemed to meet
the criterion divided by the total population
as a whole, expressed as a percentage.
Urban, Urban Deprived and Rural
accessibility is measured by taking
account of OAs classied as Urban, Urban
Deprived and Rural respectively.
The Post Ofce provides Citizens Advice
with the location co-ordinates of all
individual open and trading Post Ofce
branches. This is the same core data upon
which the accessibility results are based.
18
NETWORK REPORT 2023
Accessibility to the Post Oce
branch network for key groups
across the UK as of March 2023
The Postal Services Act 2011 (Provision
11) also requires reporting on Post Ofce
network access for a number of user
groups over and above the established
Government Access Criteria as follows:
• Small businesses
• Disadvantaged individuals
• Individuals on low incomes
• Individuals with disabilities
• Individuals over the age of 65
The 2023 accessibility results for each of
these categories are shown in the chart
below.
CAMEO income data is a Postcode level
classication system for identifying GB
consumers based on likely household
income.
This accessibility reporting is over and
above the Government Network Access
Criteria. The analysis has been conducted
by Post Ofce Ltd’s in-house Geographic
Modelling Team based on the network of
open Post Ofce branches as of March
2023. Key data sets used in the analysis
to identify the key user groups were as
follows:
Criteria
% of population within 1mile
of a Post Ofce branch
% of population within 3 mile
of a Post Ofce branch
Small businesses 92.82% 99.66%
Disadvantaged individuals 98.49% 99.93%
Individuals with low incomes (<10k) 97.36 % 99.88%
Individuals with low incomes (<20k) 97. 6 3% 99.88%
Individuals with disabilities 94.03% 99.74%
Elderly individuals 91.46% 99.51%
*NOMIS DLA claimant data updated to November 2018 which is the last update for England, Scotland and Wales. NI
has more recent data, although November 2018 detail has been used for alignment.
Accessibility Performance (March 2023)
NETWORK REPORT 2023
19
Small businesses
UK business locations from SimpleGeo
(2011).
Disadvantaged individuals
Based on the various Indices of Multiple
Deprivation available for England (2019),
Scotland (2020), Wales (2019) and
Northern Ireland (2017) at Super Output
Area level.
Individuals on low incomes
Based on CAMEO Income data which
categorises each Output Area within the
UK as one of 8 income bandings (8 = Less
than £10k, 1 = More than £100k). (CAMEO
Income has been calibrated against key
market research reports such as the
Expenditure and Food Survey and the New
Earnings Survey).
Individuals with disabilities
Based on data (for England, Wales and
Scotland) taken from the Ofce for
National Statistics ‘NOMIS’ facility which
provides the November 2018 count of
Disability Living Allowance claimants lower
Super Output Area. For Northern Ireland,
data was taken from the Department of
Social Development’s Northern Ireland
Neighbourhood Information Service (NINIS)
website at Output Area level.
Individuals over the age of 65
Based on the 2011 Census population
broken down by age at Output Area level.
With the exception of the Small business
data which is based on actual locations
(to the nearest 50 metres) the network
accessibility for these specic groups was
measured using the same methodology
as the measure of the network against the
Government Access Criteria - by breaking
down the individual populations across
the country into census Output Areas
(OAs) and by calculating accessibility
by measuring the distance of the centre
(population weighted centroid) of the OA to
its nearest Post Ofce access point.
20
NETWORK REPORT 2023
Network Tables - March 2023
Total number of open Post Ofce branches from March 2018 to March 2023
2,000
4,000
6,000
8,000
10,000
12,000
0
March 2018 March 2019
March 2020 March 2021 March 2022
11,547
11,638
11,415
11,635
11,684
March 2023
11,638
NETWORK REPORT 2023
21
Date Total
Net
change
%
Quarterly
Change
31.03.17 11,659 26 0.22%
30.06.17 11,582 -77 -0.66%
30.09.17 11,559 -23 -0.20%
31.12.17 11,536 -23 -0.20%
31.03.18 11,547 11 0.10%
30.06.18 11,592 45 0.39%
30.09.18 11,557 -35 -0.30%
31.12.18 11,575 18 0.16%
31.03.19 11,638 63 0.54%
30.06.19 11,592 -46 -0.40%
30.09.19 11,557 -35 -0.30%
31.12.19 11,575 18 0.16%
31.03.20 11,638 63 0.54%
30.06.20 11,635 -3 -0.03%
30.09.20 11,608 -27 -0.23%
31.12.20 11,605 -3 -0.03%
31.03.20 11,638 33 0.28%
30.06.20 11,172 -466 -4.00%
30.09.20 11,391 219 1.96%
31.12.20 11,477 86 0.75%
31.03.21 11,415 -62 -0.54%
30.06.21 11,514 99 0.87%
30.09.21 11,562 48 0.42%
31.12.21 11,596 34 0.29%
31.03.22 11,635 39 0.34%
30.06.22 11,600 -35 -0.30%
30.09.22 11,632 32 0.28%
31.12.22 11,637 5 0.04%
31.03.23 11,684 47 0.40%
Quarterly change in network
size over recent years
Region
No. of
branches
as of March
2022
No. of
branches
as of March
2023
Net
Variance
% of
loss/gain
East Midlands 883 873 -10 -1.1
East of England 1,154 1,190 36 3.1
London 687 716 29 4.2
North East 499 494 -5 -1.0
North West 1,093 1,121 28 2.6
Northern Ireland 502 494 -8 -1.6
Scotland 1,334 1,316 -18 -1. 3
South East 1,373 1,397 24 1.7
South West 1,270 1,254 -16 -1.3
Wales 967 952 -15 -1.6
West Midlands 916 918 2 0.2
Yorkshire and
The Humber
957 959 2 0.2
Total 11,635 11,684
Change in Post Ofce branches by
region in March 2023
22
NETWORK REPORT 2023
Percentage of Post Ofce branches in rural, urban and urban deprived areas out of the
total number of Post Ofce branches March 2018 to March 2023
March 2018 March 2019 March 2020 March 2021
45.7% 45.6% 45.3% 44.9%
Rural
41.3% 41.5% 41.8% 42.1%
13.0% 12.9% 12.9% 13.0%
Urban Urban deprived
March 2022
45.3%
41.9%
12.8%
44.7%
42.4%
12.9%
March 2023
The chart above and tables below reect new classications for the smallest statistical areas measured by the
ONS and NISRA. Compared to the same charts and tables published in previous annual network reports, this
has resulted in a change in the number of branches previously classied as rural now being classied as urban
and vice versa.
NETWORK REPORT 2023
23
Regional changes in urban Post Ofce branch numbers (March 2023 vs March 2022)
Region
Urban
Deprived
as of
March
2022
Urban
Deprived
as of
March
2023
Net
change
% loss/
gain
Urban
Other as
of March
2022
Urban
Other as
of March
2023
Net
change
% loss/
gain
Urban
Total as
of March
2022
Urban
Total as
of March
2023
Net
change
% loss/
gain
East Midlands 81 82 1 1.2% 340 351 11 3.2% 421 433 12 1.4%
East of England 48 53 5 10.4% 471 489 18 3.8% 519 542 23 2.0%
London 58 60 2 3.4% 626 654 28 4.5% 684 714 30 4.4%
NI 94 91 -3 -3.2% 116 114 -2 -1.7% 210 205 -5 -1.0%
North East 109 109 0 0.0% 173 170 -3 -1.7% 282 279 -3 -0.6%
North West 288 297 9 3.1% 488 509 21 4.3% 776 806 30 2.7%
Scotland 156 161 5 3.2% 482 463 -19 -3.9% 638 624 -14 -1.0%
South East 63 65 2 3.2% 747 769 22 2.9% 810 834 24 1.7%
South West 74 72 -2 -2.7% 395 395 0 0.0% 469 467 -2 -0.2%
Wales 167 165 -2 -1.2% 224 221 -3 -1. 3% 391 386 -5 -0.5%
West Midlands 165 169 4 2.4% 421 426 5 1.2% 586 595 9 1.0%
Yorkshire and
The Humber
188 180 -8 -4.3% 387 398 11 2.8% 575 578 3 0.3%
Total 1,491 1,504 4,870 4,959 6,361 6,463
24
NETWORK REPORT 2023
Region
Rural as of
March 2022
Rural as of
March 2023 Net change % loss/gain
East Midlands 462 440 -22 -4.8%
East of England 635 648 13 2.0%
London 3 2 -1 -33.3%
NI 292 289 -3 -1.0%
North East 217 215 -2 -0.9%
North West 317 315 -2 -0.6%
Scotland 696 692 -4 -0.6%
South East 563 563 0 0.0%
South West 801 787 -14 -1.7%
Wales 576 566 -10 -1.7%
West Midlands 330 323 -7 -2.1%
Yorkshire and The Humber 382 381 -1 -0.3%
Total 5,274 5,221
Regional changes in rural Post Ofce branch numbers (March 2023)
NETWORK REPORT 2023
25
2,500
5,000
10,000
7,5 00
0
MAIN
Grand Total
3,370
11,635
3,308
LOCAL
4,218
4,242
117
117
DMB
1,885
Traditional*
1,901
1,924
Outreach
11,684
* Branches that remain on contracts issued before Network Transformation programme
March 2022 March 2023
Drop &
Collect
1,995
232
Post Ofce branches by model types in March 2022 and March 2023
10
26
NETWORK REPORT 2023
Products & services available at
Post Oce
Service Availability Description
Payment Exception
Service
All branches Vouchers issued by i-movo on behalf of the DWP for the payment of Benets
and Pensions, this is for those customers who are not able to provide a bank
account for payment. The vouchers are issued in multiples of £100 and can
be presented in three different formats; magnetic card, text message or a
PDF email that can be printed, any number of vouchers can be cashed at any
one time subject to the branch having enough cash.
Local council services Local area based The Post Ofce provides services on behalf of over 300 local councils
covering a wide range of applications and payment services both from and
to residents and customers. Services include cash collection from residents
for rents, rates, council tax, parking nes and licence fees, payment services
including, emergency welfare payments and rebates; form checking including
benets, planning and concessionary travel applications and identity checking
and verication services.
Car Tax – Motor
Vehicle Licence Issue
Selected branches Car Tax - Motor Vehicle Licence and Statutory Off-Road Notication (SORN)
services provided. Customers can have their documents checked and renew
their car tax at over 5000 Post Ofce branches nationwide.
Driving Licence
photocard renewal
Selected branches The photo on the DVLA photocard licence has to be renewed every 10 years.
The DVLA Photocard Renewal service at the Post Ofce helps save time and
makes sure the photocard renewal application meets DVLA requirements
by taking a photo to the required DVLA standards, capturing an electronic
signature and sending the data electronically and securely to the DVLA.
International driving
permit
Selected branches Applications can be made in selected branches for an International Driving
Permit which is required to drive legally in many places overseas alongside a
UK driving licence.
Passport Check & Send Selected branches Customers can take their passport applications to a Post Ofce that provides
the check and send service where the application form and documentation
are checked to ensure that everything is correct. The application is then
despatched by Royal Mail Special Delivery. Passport application forms are
available from Post Ofce branches offering the Passport Check & Send
service. We offer a paper checking service and a digital service on our tablets
where we will help customers complete their application and take their photo.
Biometric Residence
Permit collection
service
Selected branches Customers who have processed their application for a Biometric Residence
Permit prior to entering the UK can apply to collect the permit from selected
Post Ofce branches.
Rod shing licences England and Wales
and the border area
of Scotland
A range of rod licences can be paid for in branches where there is local
demand in England, Wales only and the border area of Scotland.
Government Services
The Post Ofce offers a range of services for customers on behalf of Government
Departments and Councils including applications, payments, identity verication, data
capture and information services - available in a range of branches across the network.
NETWORK REPORT 2023
27
Service Availability Description
Document
Certication Service
Selected branches Customers who need to have photocopies of identity documents certied (for
example when applying for a mortgage, bank account or new job), can have
original documents checked and photocopies certied at the Post Ofce.
GOV.UK Verify
service
Apply online Customers seeking access to services on GOV.UK are able to do so via Post
Ofce’s Verify service. Once veried customers are able to use a single
username and password to access a growing number of services across
government. The service is only available online.
Post Ofce EasyID Apply online The Post Ofce EasyID app gives customers a safe and convenient way to
prove their age and identity using a smartphone app that is available on
Apple and Google app stores. It takes minutes to set up their reusable digital
ID with the app, and once veried can be used to prove age or identity online
and in-person.
PASS Card Apply online Post Ofce PASS card, issued by CitizenCard, is an affordable alternative way
to prove your age and is accepted as an ofcial form of ID throughout the UK.
Customers can only apply for their PASS card online.
Disclosure and
Barring Service (DBS)
– basic checks
Selected Branches Customers who want to apply for a basic DBS check and are unsuccessful in
passing the GOV.UK Verify online identity verication process, can apply to
have their identity veried in a Post Ofce branch.
CQC - DBS standard
and enhanced checks
Selected branches The Care Quality Commission (CQC) is the independent regulator of all
health and social care services in England. Customers who need a Disclose
and Barring Service (DBS) check from the CQC can get their application and
documents checked at the Post Ofce to verify their identity.
First Advantage
and Atlantic Data -
DBS standard and
enhanced checks
Selected branches First Advantage (FADV) and Atlantic Data (ADL) are DBS umbrella body
companies that can perform DBS checks on behalf of businesses and
organisations. Customers who are required to complete a DBS check with
FADV or ADL can get their application and documents checked at the Post
Ofce to verify their identity.
In-Branch Document
Verication Service
Selected branches Clients that require face-to-face identity proong (for example, as part of
right to work in UK or recruitment checks) can sign up to the Post Ofce In-
Branch Document Verication service and have their customers verify their
identity in a Post Ofce branch.
Identity Services
The Post Ofce offers a range of in-branch and online identity verication services.
28
NETWORK REPORT 2023
Service Availability Description
Letter,
document and
parcels Services
All branches UK and international letter, document and parcel delivery options available. Delivery options
include fast and secure with end-to-end tracking, a signature taken on delivery, or a standard
delivery for less urgent items.
UK Guaranteed All branches Guaranteed UK services are ideal for a valuable gift or important item or items that need a
guaranteed next day delivery:
• Royal Mail Special Delivery Guaranteed by 9am®
• Royal Mail Special Delivery Guaranteed by 1pm®
• Parcelforce Worldwide express24
• Parcelforce Worldwide express9, express10 and expressAM
Irelandexpress Selected branches Northern Ireland branches only
UK Parcels
Conrmed
Conrmed UK services provide extra peace of mind of proof of delivery with a signature:
• Royal Mail Signed For® 1st Class
• Royal Mail Signed For® 2nd Class
• Parcelforce Worldwide express48
• Parcelforce Worldwide express48large (selected branhces only)
UK Standard All branches Standard UK services are reliable and easy to use and offer a range of delivery options for non-
valuable items:
• Royal Mail 1st Class
• Royal Mail 2nd Class
International
Guaranteed
Selected branches Guaranteed international services are ideal for fast and secure international delivery, with the
added security of end-to-end tracking and online conrmation of delivery:
• Parcelforce Worldwide globalexpress
• Parcelforce Worldwide globalpriority
International
Conrmed
All branches Conrmed international services for extra peace of mind with tracking or signature on delivery:
• Royal Mail International Tracked®
• Royal Mail International Signed®
• Royal Mail International Tracked & Signed
International
Standard
All branches Standard International services are reliable and easy to use and offer a range of delivery
options:
• Royal Mail International Standard
• Royal Mail International Economy
• Parcelforce Worldwide globalvalue (selected branches only)
• Parcelforce Worldwide globaleconomy (selected branches only)
Drop & Go Most branches A free, fast-track service aimed at small businesses, online sellers and anyone sending mail
regularly. Customers top-up a prepaid card online or in-branch, drop-off their items in branch
and ‘go’. The branch will process their items on the same day they are dropped-off, deducting
funds from the customers’ card as they go, and the customer can view their transaction history
and manage their account online.
Additional
postage services
All branches Articles for the Blind, HM Forces letters (British Forces Post Ofce) etc.
Philatelic Selected branches Royal Mail special issue stamps and associated products, such as presentation packs and rst
day covers (stocked based on demand)
Redelivery/
Convenient
Delivery
Most branches Undelivered postal items are taken to the nearest participating Post Ofce by the postal
delivery staff for later collection or customer has opted for the collection of a missed delivery
item at their local Post Ofce branch.
Local Collect/
Convenient
Collect
Most branches Online ordering available for delivery to their local Post Ofce branch
Home Shopping
Returns
All branches Acceptance of Royal Mail Home Shopping Returns and Tracked Returns which can be accepted
as a pre-printed label or QR code driven where the label is printed in branch (selected retailers
only)
Redirection All branches Mail redirection service for customers who are moving home.
Poste restante Selected branches Service for people travelling in the UK that allows them to collect their post
Mails
A range of Royal Mail and Parcelforce Worldwide services are available from
Post Ofce branches nationwide.
NETWORK REPORT 2023
29
Financial Services
The Post Ofce offers a range of nancial services products including banking, foreign
exchange, bill payment and savings and investment products.
Service Availability Description
Personal banking
and Business
banking
All branches Post Ofce offer a range of core services – cash deposit, cash withdrawal, change
giving and cheque enveloped deposits, to virtually every Personal, SME and
Business customer of almost every UK bank. These services are provided through
a ‘Banking Framework’ which has been established to ensure continuity, standard
service and consistent operational provision to each participating bank.
Cash machines Selected
branches
Over 1400 free-to-use cash machines are available at Post Ofce branches
nationwide.
Bank of England
Note exchange
Selected
branches
Exchange paper Bank of England banknotes from the last series that have been
withdrawn from circulation for the same value in current polymer notes.
Bureau de Change Selected
Branches
A wide range of commission free currencies and the Post Ofce Travel Money
Card, 3,600 branches offer a range of currencies on demand. An additional 1,000
branches offer Euro and Dollars on demand with a further 2,200 offering Euros on
demand. Currencies can be pre-ordered in selected branches or online for collection
at any branch or delivery to home.
Travel insurance Selected
Branches,
online and via
call centre
Single Trip, Annual Multi-Trip and Backpacker products available. Premier Travel
Insurance available in selected Post Ofce branches. The full Travel Insurance range,
including Economy, Standard, Premier available online and over the phone.
Travel Money Card Selected
branches and
online
Post Ofce Multi-Currency Travel Money Card offers the security with the
convenience of plastic making it a secure, convenient way to carry foreign currency.
You can load the card with up to 23 Currencies – including Euro, US Dollar and
Sterling – and then use it in shops, restaurants and bars around the world that
welcome Mastercard. The Travel Money Card App makes it easy to freeze the card,
Top up, check balances and recent transactions.
MoneyGram Selected
branches
International money transfer service, customers can send money to over 200
countries, with the cash available in minutes worldwide. Available in around 6,500
branches.
Western Union Selected
branches
International money transfer service, allowing customers to send money to over 200
countries either into bank accounts or have cash collection. Available in over 3,800
branches.
Bill payments All branches Acceptance of payment and pre-payment towards a variety of bills including gas,
electricity, water, phone, council rent, mail order and insurance. (Some schemes
available on an area basis as agreed with councils/local authorities.) Post Ofce
Limited also owns Payzone Bill Payments Limited, providing around 24,000 over-
the-counter bill payment locations across the two networks.
Branches enable the charging of electricity and gas meter tokens to enable
customers to charge electric keys, Quantum gas cards, and mobile phone top ups
(stocks of cards and keys are held at selected Payzone and Post Ofce outlets for
British Gas, EDF and E.ON and replacement tokens for SSE Hydro at a small number
of Post Ofces in Scotland.)
Mortgages Apply online or
by phone*
Post Ofce offers a comprehensive range of mortgages for rst-time buyers, home
movers and re-mortgages, applications can be made online or by phone.
Banking Hubs Selected
Locations
• A Banking Hub is a shared bank branch offering cash and banking services.
• Customers can access over the counter or automated cash services and meet
with community bankers in a private space. The community bankers will share
the site, each basing themselves there one day a week.
• Customers can speak to their local community banker for face-to-face help
with more complicated transactions such as mortgages or balance transfers on
a dedicated day of the week (e.g. Barclays on a Monday, HSBC on a Tuesday)
Credit Card Apply online* The Post Ofce Money Credit Card offers a range of features and benets.
Information is available in some branches and customers can apply online.
30
NETWORK REPORT 2023
Service Availability Description
Personal Loans Apply online* The Post Ofce Money personal loan offers exible borrowing between £1,000 and
£25,000.
Online Saver Apply online* The Online Saver offers easy access with unlimited withdrawals.
Online Bond Apply online* The Online Bond offers 1,2,3-year terms with a guaranteed xed return.
ISA In branch,
online, by
phone or post
depending on
the product
The Post Ofce offers an Online ISA, an Easy Access Cash ISA, a Fixed Rate Cash
ISA and a Junior ISA.
Growth Bonds Selected
branches
Fixed term bond product offering 1, 2 & 3 yr terms. Apply by post, over the phone
or at selected Post Ofce branches.
Instant Saver Selected
branches
Apply Online, over the phone, by post or at selected Post Ofce branches. Access
online, in branch, by phone, ATM or post.
Motor Insurance Apply online
and via the
phone*
Car and van insurance can be purchased online and over the phone. Information and
quotations are also available via price comparison websites.
Home Insurance Apply online
and via the
phone*
Home Insurance can be purchased online and over the phone. Information and
quotations are also available via price comparison websites.
Life Insurance and
Life cover
Apply online
and via the
phone*
Life Insurance can be purchased online and via the phone. Post Ofce branches
hold information to introduce the service to customers.
Pet Insurance Apply online
and via the
phone*
Pet Insurance can be purchased online and via the phone. Post Ofce branches
hold information to introduce the service to customers.
*Information available in some branches
NETWORK REPORT 2023
31
Bank account services available
at Post Oce branches (March
2023)
Bank / Building Society
Cash
withdrawal
(with card
and PIN)
Balance
enquiry (with
card and PIN)
Cash deposit
(with card,
barcoded
slip or with
personalised
paying-in slip
from your bank,
depending on
your bank)
Cheque
deposit (with
personalised
paying-in slip
and deposit
envelope)
Personal and BBA accounts
(If appropriate)
Adam & Co. Yes Yes Yes No
Allied Irish Bank (NI) Yes Yes Yes Yes
Allied Irish Bank (GB) Yes Yes Yes Yes
Bank of Ireland Yes Yes Yes Yes
Bank of Scotland Yes Yes Yes Yes
Barclays Yes Yes Yes Yes
CAF Bank No No No Yes
Cahoot Yes Yes Yes Yes
Cashplus Bank Yes Yes Yes No
Coutts Yes Yes Yes Yes
Danske Bank Yes Yes Yes
Yes N. Ireland
only
First Direct Yes Yes Yes Yes
Halifax Yes Yes Yes Yes
Handelsbanken Yes Yes Yes No
HSBC Yes Yes Yes Yes
Lloyds Bank Yes Yes Yes Yes
Metro (business customers) No No Yes Yes
Nationwide Building Society Yes Yes No No
NatWest Yes Yes Yes Yes
Santander Yes Yes Yes Yes
Smile Yes Yes Yes Yes
Starling Bank Yes Yes Yes No
The Co-operative Bank Yes Yes Yes Yes
The Royal Bank of Scotland (RBS) Yes Yes Yes Yes
Think Money Yes Yes Yes
Yes – Deposit
slip not required
TSB Bank Yes Yes Yes Yes
Ulster Bank Yes Yes Yes Yes
Virgin Money Yes Yes Yes No*
32
NETWORK REPORT 2023
Royal Mail products, stamps
and services available at
Post Oce branches*
(end March 2023)
1ST CLASS STAMPS (INDIVIDUAL)
2ND CLASS STAMPS (INDIVIDUAL)
OTHER STAMPS
1ST CLASS STAMP BOOK
2ND CLASS STAMP BOOKS
ROYAL MAIL SIGNED FOR
®
STAMP
ROYAL MAIL SPECIAL DELIVERY
GUARANTEED
®
STAMP
FIRST CLASS LABELS
SECOND CLASS LABELS
ROYAL MAIL SIGNED FOR
®
1ST CLASS
ROYAL MAIL SIGNED FOR
®
2ND CLASS
ROYAL MAIL SPECIAL DELIVERY
GUARANTEED BY 9AM
®
– ALSO WITH
SATURDAY GUARANTEE
ROYAL MAIL SPECIAL DELIVERY
GUARANTEED BY 1PM
®
– ALSO WITH
SATURDAY GUARANTEE
INTERNATIONAL STANDARD
INTERNATIONAL TRACKED
®
INTERNATIONAL SIGNED
INTERNATIONAL TRACKED & SIGNED
INTERNATIONAL ECONOMY
REDIRECTION / INTERNATIONAL
REDIRECTION – CONSUMER
REDIRECTION / INTERNATIONAL
REDIRECTION – BUSINESS
SPECIAL CIRCUMSTANCES
REDIRECTION
HOME SHOPPING RETURNS/PARCEL
RETURNS/RETURNS HIGH VOLUME/
LABELS TO GO
LOCAL COLLECT
REDELIVERY
CONVENIENT DELIVERY
PARCELFORCE WORLDWIDE
EXPRESS9
PARCELFORCE WORLDWIDE
EXPRESS10
PARCELFORCE WORLDWIDE
EXPRESSAM
PARCELFORCE WORLDWIDE
EXPRESS24
PARCELFORCE WORLDWIDE
EXPRESS48
PARCELFORCE WORLDWIDE
EXPRESS48LARGE
PARCELFORCE WORLDWIDE
SUNDAYEXPRESS
PARCELFORCE WORLDWIDE
GLOBALVALUE
PARCELFORCE WORLDWIDE
GLOBALEXPRESS
PARCELFORCE WORLDWIDE
GLOBALECONOMY
PARCELFORCE WORLDWIDE
GLOBALPRIORITY
PARCELFORCE WORLDWIDE BRITISH
FORCES POST OFFICE PARCELS
PARCELFORCE WORLDWIDE
IRELANDEXPRESS
PARCELFORCE WORLDWIDE
CONSIGNMENT SUBSEQUENT ITEM
SPECIAL STAMPS SHEETS
COIN COVERS
COMMEMORATIVE, SMILER SHEETS
FIRST DAY ENVELOPES
MINI SHEETS
PRESENTATION PACKS
PRESTIGE STAMP BOOKS
SPECIAL STAMPS RETAIL BOOKS
STAMPS CARDS
ANNUAL PRODUCTS INCLUDING
YEARBOOK / YEARPACK
CHRISTMAS STAMPS RETAIL BOOKS
INTERNATIONAL REPLY-PAID
COUPONS (REDEMPTION ONLY)
POSTE RESTANTE
THE FOLLOWING PRODUCTS ARE
ALSO ACCEPTED AT POST OFFICE
BRANCHES
ONLINE POSTAGE (PARCELS)
ONLINE POSTAGE (LETTER)
1ST CLASS/2ND CLASS LETTER
STAMPED ITEMS
1ST CLASS/2ND CLASS SMALL AND
MEDIUM PARCELS METERS (FRANKED)
POUCHES
1ST CLASS/2ND CLASS LETTER
(FRANKED) MAIL
1ST CLASS/2ND CLASS SMALL AND
MEDIUM PARCELS (FRANKED MAIL)
BULK POSTINGS FRANKED MAILS
BULK POSTINGS STAMPED MAILS
POSTAGE PAID IMPRESSION BAGGED
MAILS
PREPAID STATIONERY
SPECIAL DELIVERY BUSINESS
RESPONSE BY 9AM
SPECIAL DELIVERY BUSINESS
RESPONSE BY 1PM
RESPONSE SERVICES (FREEPOST &
BUSINESS REPLY)
ROYAL MAIL AND PARCELFORCE
WORLDWIDE RETURNS AND
TRACKED RETURNS
INTERNATIONAL BUSINESS
RESPONSE SERVICE (OUTBOUND)
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID9
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID10
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID12
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID24
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID48
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID
GLOBALEXPRESS
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID
GLOBALPRIORITY
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID
IRELANDEXPRESS
PARCELFORCE WORLDWIDE
CONTRACT /PREPAID BRITISH
FORCES POST OFFICE PARCELS
ARTICLES FOR THE BLIND
PARCELFORCE WORLDWIDE
EUROPRIORITY RETURN
PARCELFORCE WORLDWIDE
CONTRACT EURORETURNS
PARCELFORCE WORLDWIDE
CONTRACT EUROPRIORITY
(PARCELFORCE CONTRACT
GLOBALPRIORITY)
OVERSEAS STAMPED MAILS
OVERSEAS METER MAILS
* Some services are only available
at selected branches
NETWORK REPORT 2023
33