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Public Affairs Board Report
March 2024
9-10
October 2023
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PO Remuneration in Comparison to 2023
Jan24-PO Jan 24 - Retail
33% 24% 24%
22%
15% 15%
16%
9%
10%
9% 5% 5%
5% 4%
2% 2% A 2% I I I
= me a Oe
1-10 I 11-20 I 21-50 I 50+ 110 ] 11-20 I 21-50 I 50+ 1-10 I 11-20 ] 21-50 I 50+ I 1-10 I 11-20 ] 21-50 I 50+
Up Down ‘About the up I Down ‘About the
same I same
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Remuneration in Comparison to pre-Covid 2020
Jan24
2% 2% 4 B
1-10 ie fa I 50+ 1:10 [um I as I 50+
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fA Location & Model Type YTD
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Location of PO Model Type
35% 54%
31%
29%
23%
15%
6% 8%
Urban / high street Suburban Rural Other (please specify) Local Mains Community Other (please specify)
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Po: Retail
Greetings cards 63% Low remuneration 62.26% Parcel retums 5.66%
Low footfall 50.94% POLissues 5.66%
Packaging 39% Inflation/escalating costs 47.17% Equipment issues 5.66%
- iy Rethinking future with POL 45.28% Lottery issues 5.66%
Stationery 33% Low banking remuneration 39.62% Lossof DVLA 5.66%
Confectionery 29% Banking not profitable 37.74% Reduced cash holding 1.89%
. National minimum wage 37.74% PO/ Drop & Collect opened nearby 1.89%
Vaping prod ucts 25% Low mail vol/online ea 28.30% sD sanbebare : 1.89%
Gifts 18% aoe) se eam Ree ne ; a5%
. repaid parcels 1 Yo jupply chain issues %
Groceries 18% POCAllack of gov services 15.09% No 1.89%
Food to go 16% sda neaiby be a
je customers fo
Alcohol 14% Stamp price change 13.21%
Newspapers/magazines 8% Otier (please specily) 11.32%
iG Lack of support/Comms by POL 9.43%
Other (please specify) 14% Recruitment issues 9.43%
Amazon/DPD/Evni 7.55%
PF/RM issues 7.55%
ATM 5.66%
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Issues
HSS Discrepancies
Advice 29 Cash rem 1
Claim 69 CCTV 1
Confirmation letter 1 Investigation 3
Further claim 1 Lottery 3
Historic claim 1 Paperwork 1
Issues 1 Pouch 1
Old claim 1 Re shortage 1
Refused claim 2 Rem shortages 1
Suspension 3 Voicemail 1
Update 6
HSS HtP
HRUK 9 Advice 1
PO prosecutions 1 Delayed transfer 1
Request to challenge 1 Lease issues 2
Order to vacate 1
Support 1
Welfare 1
The voice of the
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Top 5 issues by model
SPSO HRUK
HtP 4 Employee 10
Misc 1 Contract 9
HSS 1 Relief 7
Smart ID 1 Holiday 5
Contract 1 Redundan 4
Lottery 1 Short serv 4
LOCAL
HSS
Lottery
Discrepan
Change of
HtP
Mis-selling
NNNNWOH
MAINS
HSS
Discrepan
Security
ATM
Closure
Currency
IT
NNNNAH
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BLANK
HSS 81
Discrepan 6
Welfare 5
Misc 4
Horizon 3
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January Overview — Directors Log
Top issue by model
Total number of calls 269 LPM HSS
Office type Mains HSS
LPM 22 SPSO HtP
Mains 55 Blank HSS
SPSO 24 HRUK Employee
Blank 113 Number of offices helped 187
HRUK 54
Top 10 issues
Hss 59%
Discrepancy 7%
Contract 6%
Employee 5%
Relief 5%
Misc 4%
HtP 4%
Lottery 3%
Welfare 3%
Security 3%
Holiday 3%
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Top 5 Issues
Row Labels
SHSs
Advice
Claim
Confirmation letter
Further claim
Historic claim
Issues
Old claim
Refused claim
Suspension
Update
Discrepancy
Cash rem
CCTV
Investigation
Lottery
Paperwork
Pouch
Re shortage
Rem shortages
Voicemail
~! Count of Alt head 1
114
29
69
DAWnNnePrReER BE
PRR RR wWwwWRR
Row Labels
Contract _
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_-! Count of Head 1
HRUK
PO prosecutions
Request to challenge
Employee
HRUK
Illness
Temp
RRO
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Discrepancy 13
Contract 11
Employee 10}
Relief
Mise
HtP
Lottery
Welfare
Security
wlalaln iio
The voice of the
www.nfsp.org.uk UK's post offices
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Top Five Issues By Model Type
Toe,
October November October November October November
Row LabelCount of Amend 1 Row LabelCount of# — Row LabelCount of Amend 1 RowLabelCountof# Row LabelCount of Amend1 Row LabelCount of ¢
Discrepan 3 Discrepan 2 HSS 3 D&C 8 Discrepan 4 Equipmen 4
HtP 2 HtP 2 Transfer 3 Outreach 3 Transfer 3 Lottery 2
Outreach 2 Retiremen 1 PUDO. 3 Equipmen 2 POL issue 2 Retiremen 1
Welfare 2 RM 1 atm 3 RM 1 Resignatio 2 Relief 1
Currency r 1 Discrepan 3 Misc 1 Horizon 2 Discrepan 1
Lottery 1 Currency 1 Contracts 1
Change of 1 Bank hubs 1 Resignatio 1
Entity chai 1 Branch Hu 1 Hss 1
Misc 1 Transfer 1 Transfer 1
Suspensio 1 Security 1 Additional 1
P250 1 Whitespac 1 Outreach 1
Audit 1 Lottery 1
Currency 1 ATM 1
Horizon 1 October November
Row LabelCount of Amend 1 Row Label Count of ¢
HSS 4 HSS 3
HRUK HtP 2 HtP 1
October November Transfer 2 Suspensio 1
Row LabelCount of Amend1 Row Label Count of ¢ Bank roon 2 SD 1
Health 9 Contracts 11 Life Insure 1 Evri 1
Relief 8 Relief 7 Suspensio 1 Discrepan: 1
Contract 8 Resignatio 3 RM shares 1 D&C 1
coT3 6 Holidays 2 Telecomm 1
TUPE 5 Employee 2 Equipmen 1
Employee 2 Banking 1
Long term 2 RM 1
Tottery 1
www.nfsp.org.uk Misc 1
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Royal Mail — Dec 24
Following on from recent media investigations into Royal
Mail, do you agree parcels are prioritised over letters?
Do you have any anecdotal evidence of this?
85% e We sort mail every day so we know
e It’s been going on since Covid. I run a Mailroom and letters are often
left in so parcels are delivered. In fact it’s only tracked parcels that get
delivered. You can’t track a 1st class parcel as easily as a tracked 24
e both I and my neighbours receive deliveries of letters once, sometimes
twice per week. Also, customers are complaining at a much higher
frequency than ever about slow deliveries of their mail... missing
appointments etc..
15% e Customers coming and complaining
a e¢ Comments from a number of customers has mentioned this.
e — Yes I visit my DO every morning and the manager told and showed me
Yes No the racks of letters and cards stockpiled to one side as they only
delivered parcels first
e — Customers reporting no letters for weeks but vans of parcels on
same street
e Direct from the postmen
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‘ : Are you aware of the non-delivery of letter mail on certain
DEN va! ieeuisrren mueaet: non days of the week within your community? If so, are there
y é specific days you are aware of?
52%
I 25%
I 17% 17% 17%
— : : I
oo Yes So No a I Monday Tuesday Wednesday Thursday Friday Saturday
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FOE Royal Mail — Dec 24
Has the non-delivery been occurring:
4AT%
26%
16%
11%
Lessthanamonth 1-3 months —=«3-6 months Longer than 6 months
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Following the recent Horizon fix PO implemented
on the 20th of December to improve system speed,
are the connectivity levels in your branch back up
to what you would deem normal?”
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Horizon Questions from PO — Feb 24
If speeds are still slow, is there a particular
transaction where it is noticeably slower?
57%
43%
37%
30%
26%
7%
Bill payments Banking Mails Travel services
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Network Transformation — Feb 24
Regarding the Network Transformation
programme 2012-2018, do you feelyou were
"persuaded" by PO to convert to one of the new
Mains or Local models?
If so, do you nowthink this was the wrong
decision?
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89%
11%
73%
27%
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Senedd Postmaster Event
* Date set for 10" September
* Postmasters to attend to discuss issues with MSPs
* Briefing sheet will be available
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General Political Work
¢« Rushanara Ali MP, Shadow DBT attended the
strategic partners conference
+ She agreed to meet to discuss the postal policy area for
Labour’s manifesto
* Lord Sikka also attended as an expert on corporate
governance, spoke on the Oversight Committee
* Attended the debate on Post Office Culture in
Parliament
¢ Provided briefing notes to MPs
* Attended PO APPG
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General Correspondence
* Letters to MPs and Post Office
* Letter signed by HtP postmasters to members of the
Horizon Compensation Advisory Board and Nick
Read
* HtP Factsheet given to postmasters to help with
press and MP enquiries
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re Political Affairs
AS:
NS
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Ofcom Submission
* Submitted the Ofcom Call for Input on the
future of post
¢ Will review as stamp price increase was
announced after submission
¢ Met with the GCA, Citizens Advice,
Consumer Scotland and Consumer NI to
understand the consumer view of the
submission
¢ Attending Ofcom roadshow in London this
week
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External Stakeholders
° Met with:
¢ The Rural Services Network to ask if they
could alert their members to supporting
their local, rural post office. To write an
article for their newsletter
¢ The National Pensioners Confederation to
discuss areas to collaborate and gave an
overview of the Oversight Committee
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Political Affairs
* Inquiry administration and submissions.
Witness statements for Phase 5 & 6 due within
days
¢ Meetings with solicitors
* HQ Office Manager and Comms alerted to key
witness dates
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