Annual Review 2023

NATIONAL FEDERATION
OF SUBPOSTMASTERS
2023 ANNUAL REVIEW

NFSP Annual Review
2023
Welcome to the 2022-23 National Federation of SubPostmasters’ (NFSP)
Annual Review, for a year that has brought fresh challenges and dire warnings for the
future of the network.
NFSP Annual Review
2023
Against the backdrop of the cost-of-living crisis,
rising inflation, industrial action from Royal Mail
(RM) and a postal services sector undergoing
almost continual change, the NFSP stands as
an independent voice of the UK postmaster, in
the face of these challenges and an increasingly
unpredictable and capricious Post Office Ltd
(PO).
In the following pages, you will see the results
of the work carried out by the NFSP’s network
of staff and volunteers across the nations.
From sitting around the table with ministers,
negotiating with PO and campaigning for fair
remuneration, representing its members in
dispute, providing expert mails support, and
retail advice plus facilitating meetings and
connections between its members, the NFSP
works tirelessly to be an effective voice for its
postmasters.
NATIONAL FEDERATION
OF SUBPOSTMASTERS
TABLE OF CONTENTS
Message from The Chair 4-5
Message from The CEO 6-7
NFSP highlights of the year 8-9
Strategy, vision and mission 10-11
NFSP Member Benefits 12-13
Practical Mails support 14-15
Retail and Commercial 16-18
Public Affairs 19
Negotiation and Engagement Team 20
Compliance and Network Support 21
Communications 22-23
Looking to the year ahead 24-25
2 3

Message from
the Chair
NFSP Annual Review
2023
“
I
Be assured that we
will keep fighting, no
matter how long it
takes.
My final foreword
as your national Chair
cannot believe that two years have gone by
and what an eventful time it has been for me
on my own personal journey. Firstly, I must
thank all my NFSP family for your support, help
and kind words whilst battling through my
illness. It looks like all is ok, for the moment.
Right, down to business.
Year after year, time and time again we are
fighting with Post Office Ltd. (PO) over the
same things: we fight over remuneration, we
fight over contracts, and we fight to be paid for
work that we currently do for nothing.
the lack of remuneration against the cost of
running a branch, taking into account, not just
the running costs of utilities, but hourly rate of
staff, holidays, National Insurance, and pension
costs, not to mention some kind of profit for us?
I wholeheartedly believe that we need sight
of any contract between PO and their client
before it is agreed. The Network Engagement
Team (NET) should be in agreement and if a
contract is not profitable for both sides, then
the client must be told to take it away and
revise. Why should we do work that’s not
profitable and work for peanuts whilst those at
the top are earning massive salaries.
Sue Edgar
Chair of the NFSP Board
Be assured that we will keep fighting, no
matter how long it takes.
We see a supposed resetting of the relationship
between PO and our members, which is
anything but. We also face challenges not
only from outside competitors but from PO
themselves.
The opening of the new Drop and Collect
locations to take in prepaid parcels and
continuation of bill payments is in direct
competition with the existing Post Office
Network. Will this be expanded? I think this is
nothing more than a numbers game to keep
to the Government’s target of 11,500 branches,
especially when you consider there are less
than 9,500 fulltime, full services post offices
now.
Post offices across the country are closing at an
alarming rate of an average of six per week but
PO seem unconcerned. They want to simply
replace them with a Payzone or an outreach.
Has the Government or PO learned nothing?
Is anyone asking why? Are they looking at
They are receiving huge bonuses for placing
these new Drop and Collect outlets into the
high streets in direct conflict with us and while
the whole of the network is in trouble. Have
they no morals? Where are the Postmaster
Non-Executive Directors? Why did they not
object?
The board of PO should be ashamed. Not one of
them was held accountable for the debacle of
the Horizon Scandal. Who is looking to Fujitsu
for their role? Indeed, the technology giant
has been awarded an extension with costs of
£16.5 million to the existing system because the
replacement will not be ready as planned.
As usual and unsurprisingly, there are too many
questions and not enough answers.
Well, that is all from me as my term as chair
ends in May. I look forward to Conference. Let
us be sure to ask the right questions both to
Government and PO.
Take care everyone.
Sue
4 5

Message from
the Chief Executive Officer
“
Calum Greenhow
Chief Executive Officer
I want to assure you
as a fellow colleague
that I along with my
fellow Directors of
the NFSP –
NFSP Annual Review
2023
– are committed
to working with
you to enable as
viable a business
tomorrow as is
possible.
“
The past few years have been extremely
difficult and challenging as a network but
one you collectively have risen to. During the
pandemic, 93% of post offices remained open
providing vital services to their communities.
This last year has been about helping the
network emerge from the pandemic crisis and
face the challenges that the post-Covid world
entails. Customer buying habits have definitely
changed and online has taken a huge step
forward. However, we should not look at online
as all bad. It can be good for us. More and more
colleagues are promoting their business this
way and encouraging customers to engage in
their bricks and mortar business and post office
as a result. Help is available if you want to learn
more on Google Business Profile or Facebook.
The work of the NFSP over the last year has
also been about promoting your interests as
investors in the network. No longer should the
voice of a postmaster be overlooked or ignored
by Government or PO.
Via the updated Grant Framework Agreement,
the role of the NFSP as the voice of UK
post offices, have been made clear. It is
now documented that the NFSP negotiate
postmasters’ remuneration, challenge PO
policies on behalf of postmasters, represent
them where there is a contractual dispute
with PO and provide support in relation to a
postmasters associated retail business.
I would like to thank each and every one of
you who engage in our monthly surveys. Your
responses are collated and discussed with
Government and PO on a monthly basis. From
this work, we know that the top three concerns
that colleagues have are declining footfall and
remuneration along with inflationary increasing
costs. As an example, 96% of colleagues
highlighted that their remuneration had been
impacted by the recent RM strikes, which wiped
out the remuneration increases provided in
September last year. This also impacted your
relationship with your customers (82%) and
affected your retail sales (80%).
Much of our work has also been about
engaging with members and each week
around 5,000 emails are sent to members
highlighting pertinent issues affecting
the network along with how we are
supporting colleagues. If you are not
receiving these emails, please contact
communications@nfsp.org.uk to ensure you
are kept up to date.
Each time you contact your Branch or Regional
Secretary or your Regional Director, this
support is being logged so that the NFSP can
understand any anomalies or patterns that
may be developing so as to challenge PO on
your behalf. Adding in the support we provide
via our Mail Support Team and also our Retail
Team, around 5,000 postmasters received
support, which is phenomenal. You can also
join the debate with your colleagues across
the country via our Facebook and regional
WhatsApp groups.
Our website has been updated as well ensuring
that members have access to a wealth of
information specific to our industry. Included
are much needed discounts via NFSP+
https://nfsp.org.uk/your-member-benefits/nfsp
Members can also see the work we are doing
in Public Affairs on your behalf. Support to
help you improve your post office or retail
is also available via the website along with
information on retail partners including with
HR advice or our legal helpline. Our website
is becoming a depository of information
beneficial to postmasters.
As someone who has run his own retail outlet
that hosts a post office for nearly 28 years, I
want to assure you as a fellow colleague that I
along with my fellow Directors of the NFSP, are
committed to working with you to enable as
viable a business tomorrow as is possible. This
is not a simple nor easy task but I do believe if
each of does a little, collectively we can achieve
a lot. The NFSP is “Here for You”.
6 7

NFSP highlights
of the year
NFSP Annual Review
2023
*
2022/2023
HIGHLIGHTS
Retail health checks
Launch of a new retail health check process to
help develop postmaster’s retail.
+108%
increase in one-to-one
retail support consultancies.
800
calls taken
from members,
for advice from
Compliance
and Network
support.
116%
increase on
postmasters helped
with Retail Support
Public Affairs
Establishing the position of NFSP
Public Affairs Manager within the
structure of the NFSP and defining the role so
it works in the best interest of members.
Extra remuneration
for postmasters
Extra remuneration in August secured by the
Negotiation and Engagement Team
(NET). A significant increase on initial offer.
5,090
postmasters
helped with
mails support.
Communications
Planning and delivery of joined up
communications through NFSP
communication channels to facilitate
member engagement.
Relief Scheme
Survey
Undertaken in July 2022 to understand, inform and
steer the strategy of the Postmaster Relief Scheme.
Providing relief for postmasters as they take time
away from their business.
New Advocacy Team
New Advocacy Team, set up by the NFSP
Compliance and Network Support
Team, to deal with contractual issues
between a postmaster and PO.
1 2 3
Mails Segregation
targets
All three mail bags achieved the mails
segregation compliance targets in January,
February and March 2023.
Paving the way for 2023/24.
8 9

NFSP
Strategy
NFSP Annual Review
2023
NFSP
Strategy
The NFSP plays a vital role supporting and
representing 8,500 post offices, in a network
made up of 11,500 branches, employing around
50,000 full-time equivalent employees.
OUR VISION
The collective voice of post office operators
offering members representation, support and
solutions to realise the full potential of their
businesses.
OUR MISSION
A membership led non-profit organisation,
supporting members to operate post office and
retail outlets. We represent their interests at
every level of policy and decision making. We
offer an opportunity to belong to, and take part
in, a community working together for a more
successful future.
The Post Office Network generates an
economic impact of £4.7 billion across the
nations of the United Kingdom. That is £5.8
million per parliamentary constituency.*
OUR VALUES
However, beneath the top line statistics lies a story of
hard-working businesspeople struggling with declining
revenues and a rising cost of living.
Ours is a vision of a thriving network of dynamic
and profitable businesses that operate at the
very heart of their communities. Our mission is
to work towards this goal by:
• Being an influential and independent voice
for postmasters to Government and PO.
• Campaigning for fairer remuneration.
• Pushing for more products to serve our
communities.
• Delivering expert retail advice and Mails
support.
• Offering high value member benefits and
offers.
• Facilitating relief for postmasters that need
to take time away from their business.
• Representing members in dispute with PO.
*Part and Parcel: The Economic and Social Value by London Economics.
10
Supportive
We care about our
members, about
the people we work
with, and about the
relationships we
have. We take time to
understand the needs
of others, showing
empathy and
compassion. We are
honest in our words
and deeds.
Knowledgeable
We are experts in our
fields. We understand
our industry and our
members’ businesses.
We employ the
right people and we
encourage them to
share their knowledge
with others in a way
which is accessible
to all. We are smart
enough to know what
we don’t know and
ask for help when
required.
Respectful
We act professionally
at all times, we
respect others
and their opinions.
We treat people
as we would like
to be treated. We
encourage and
celebrate diversity
and are sensitive
to individual
circumstances.
Member focused
We are a membership
led organisation; our
board is formed of
members, voted for by
their peers, and with
members’ interests
at its heart. Members
are at the forefront
of what we do, our
representation of and
support for members
is written into our
rules and guides our
day-to-day decisionmaking.
We have a
responsibility to our
members to strive to
understand and meet
their needs, and to
ensure our activities
are broad enough
to offer something
for all. We seek value
for money for our
members in all that
we do.
Trusted
We are honest and
straight-forward
in our interactions
with others. We act
with integrity and
authenticity. We are
consistent and fair
in our treatment
of others. We build
trust by being open
about our activities,
transparent about
our decision-making,
successfully delivering
our objectives, and
demonstrating our
clear commitment
to our members’
interests.
11

NFSP
Member Benefits
NFSP Annual Review
2023
Member
benefits
The NFSP continues to offer a wide range
of benefits to help support, guide and
protect its members. This includes our Relief
Scheme, Benevolent Fund and NFSP+. Here
is a summary of the benefits and support we
have offered members in the past year.
The NFSP Benevolent Fund
The NFSP Benevolent Fund is an independent
registered charity founded in 1944, and
as such does not receive any government
funding. The aim of the Benevolent Fund is
to grant temporary assistance to past and
present postmasters, their spouse/ partner
and dependent children who have fallen on
hard times. This can include cases of domestic
distress, severe illness, bereavement etc.
Mental Health
We know that looking after mental health is
really important. We provide information giving
pointers to various agencies and organisations
that can help in a crisis. Members of the NFSP
now have free access via NFSP+ to the Health
e-Hub app and online portal from the UK’s
largest Employee Assistance Programme
provider, Health Assured. Wellbeing resources
help members overcome life’s mental and
financial challenges and includes resources,
webinars, videos plus help with stress
management. There is also a free confidential
helpline.
Within the NFSP we have trained Mental
Health First Aiders and Mental Health
Champions who are here for support at any
time. We can also provide a Mental Health
Champion group training both online and face
to face for any region or group who may be
interested.
Cover for your office
The NFSP Relief Scheme is managed by
HR:4UK and is available to help postmasters
when they are looking for a relief to cover their
absence from their office, holidays, sickness
etc. The scheme works in two ways; a list of
reliefs can be provided to you to make contact
with the reliefs to check their availability or
HR:4UK can manage the whole process for a
fee.
The NFSP is currently re-evaluating the relief
scheme to ensure it supports our members
in the right way. Two surveys have been
completed with members support which has
enabled the NFSP to understand member
requirements. A survey is currently being
completed with reliefs so that we can also
understand their requirements. Here is some
of the feedback we have received:
• 56% of members took time away from
their business.
• Of those members who took time away
from their business 59% covered their
absence using their own team.
• The three main reasons for not using a
relief was cost, postmaster liability and
availability of reliefs.
• 91% said that if the three main concerns
were resolved they would use a relief.
There are many reasons why it is very
important that postmasters are able to take
a break away from their office. The NFSP will
be adapting the scheme so that there is wider
availability of reliefs for members and that the
cover that is required by members is available.
Saving our members money
The NFSP believes it is important that we save
our members, their team and their
families valuable time and money. We do
this through the NFSP+ scheme which is
accessible via the NFSP member area of our
website and features discounts on everything
from everyday essentials to once in a lifetime
luxuries.
• Shopping.
• Travel and experiences.
• Food and drink.
• Entertainment.
• Health and fitness.
• Home and car essentials.
Special promotions are also advertised
in the NFSP weekly newsletters and The
SubPostmaster magazine.
How the NFSP protects its members
The NFSP believes in protecting its members
and has purchased a range of insurance
policies which are free to members. These
include Personal ID theft cover, Tax and VAT
insurance and Public Liability insurance.* This
saves members time and hassle of sourcing
insurance and gives piece of mind in operating
their business.
*For members who have £100 of retail stock or less.
12
13

Practical
Mails Support
Below: 1st and 2nd class parcel mail bag compliance has been steady
through the year with the majority of months above the 95% target.
Practical
mails support
NFSP funding for the Mails Support Team (MST)
is available on a rolling annual basis until 2030.
This funding has allowed the MST to support
members with mails segregation throughout
the 2022/23 financial year, where two out of
three national mail compliance targets have
been achieved. This has given postmasters
an additional collective payment of £3.1m in
April, above the standard payments for mail
segregation.
In preparation for supporting members with
Pick Up Drop Off (PUDO) the team have
received training from PO. A team member is
currently working with members to understand
the full impact of PUDO on the day to day
running of your businesses, the opportunities
that PUDO presents and identifying what
operational best practices can be shared.
Mails segregation
The bar chart opposite shows how 1st and 2nd
class parcel mail bag compliance has been
achieved throughout the year with the majority
of months above the 95% target.
The MST has primarily focused on supporting
members to achieve the Letter/Large Letter
compliance and there has been a significant
improvement. In the last three months the
compliance targets for all mail bag types have
been achieved.
If this trend continues throughout 2023/24 it
will give postmasters the best possible chance
of earning the full amount of the extra mails
segregation payment along with the £1m
bonus in the financial year 2023/24. Based on
2022/23 mail segregation payments this would
equate to a share of £5.65m.
14
Top
achievements
• All three mail bags achieved mails
segregation compliance targets in Q4
2022/23, paving the way for 2023/24.
• 165 twenty-minute national online
workshops were delivered, covering mails
segregation and the three key errors being
made – Franked/Meter Mail, PPI and Online
postage.
• Publishing the How to Segregate Letter/
Large Letter mail correctly guide. Providing
information on the three key steps to
correctly achieving Mails Segregation, best
practice and top tips. The guide was sent to
all members with October’s edition of The
SubPostmaster magazine.
• A team of 13 contractors, the majority being
current or previous serving postmasters,
were taken on in addition to the MST to
visit 1,703 postmasters. Providing support
with Letter/Large Letter mails segregation
compliance in the poorer performing mail
centre areas.
• Articles have been written for each edition
of The SubPostmaster magazine, the
weekly NFSP email newsletter and bespoke
newsletters offering regional information.
• Collaborative work between PO and NFSP
with MST training guides being added
to PO’s Branch Hub and in the Branch
Operation Training Catalogue.
• The expanded Mails Segregation toolkit
available in the Member area of the NFSP
website.
• Analysing results of Mails Segregation
compliance tests carried out by RM from
PO each month. Allowing MST to support
members, feedback to PO at monthly
meetings and problem solve.
Above: Error types by volume and the current predicted trend compared to last year as at
P12 (March 2023).

Retail
and Commercial
NFSP Annual Review
2023
Retail and
Commercial
The NFSP retail support function has had
a significant year and has several strategic
objectives for the next 12 months to help and
support more members.
Top achievements -
Retail
• Developed a new data collation process
showing all work undertaken and its effect.
• Introduced an innovative new Triaged
member enquiry process through one-toone
video calls.
A few of the branches we have worked with:
Our Senior Retail Advisor, Amanda Pedley, has
made a significant impact on the team’s ability
to support members’ retail.
The retail team offers support and advice to
members in all areas, and they have expanded
their commercial activity and increased the
number of partners who can help postmasters
by over 48% in the last 12 months.
• Launch of a new Retail Health Check
process to help develop postmaster’s
retail. Supported by a satisfaction process,
allowing members to feedback on the help
and support they received.
• Members now have easy access to NFSP
retail partners thanks to our one-stop Retail
Partner Directory.
Barnton, Edinburgh
Shapensay Post Office
• Retail promotional calendar means
postmasters can better forward plan.
• Online toolkits to help members with
specialised areas of retail.
Newburgh Post Office
Swanbourne Post Office
• 197 postmasters have received
our help and advice over the last
year a +116% increase.
• +108% increase in one-to-one
retail support consultancies.
• Nationwide retail based
participation in branch and
regional meetings.
• Positive results: based on our
retail support evaluation survey,
4.7 out of 5 are satisfied with
our support.
• 76% scoring us at 5 out of 5.
• Our first Retail Show at the NFSP Annual
Conference 2022.
Top achievements -
Commercial
• Commercial income up 26%. A four-fold
increase over the last three years.
• 48% increase in commercial partners.
• Created an annual marketing package
for partners to increase NFSP revenues,
whilst at the same time, offering partners
a platform to present their business and
goods.
• Collaborated with PO in securing a banking
partner for postmasters to reduce the costs
of personal banking charges.
Sweet Shop and Post Office conversion, Haltwhistle Post Office
Pudsey Post Office
Lockerbie Post Office
“Amanda came to my
branch a few months ago.
Having implemented most
of her suggestions, I’ve
probably increased my
retail turnover by about 5%.
Neil Rowlinson, Burwell Post Office
16
17

Retail
and Commercial
NFSP Annual Review Public
Affairs 2023
Photo bottom left
SPAR and post office collaboration.
Photo bottom right
Developing partnerships to facilitate
savings for postmasters.
Public Affairs
The NFSP Public Affairs (PA) Manager is
responsible for explaining postmaster issues
and concerns with external stakeholders,
identifying and lobbying key legislators and
collating research to provide meaningful
insights into concerns raised.
Top
achievements
• Establishing the position of Public Affairs
Manager within the structure of the NFSP
and defining the role so it works in the best
interest of its members.
Ongoing projects
• Regional political engagement for
Wales, Scotland and Northern Ireland.
Each country/region to have an event for
legislators to meet postmasters and listen
to their concerns, alongside proposed
solutions.
• Member survey: This is conducted every two
years. This year, we are proposing to bring it
in-house to save finances and share some of
the finances saved with the membership.
• Network insights: Every month, data from
the membership survey and the Director’s
Log is collated and shared with the NFSP
Board and PO. This informs the leadership of
current issues and trends.
Future plans
• Developing our collaboration with the
convenience sector, most notably, symbol
groups.
• Develop engagement with PO Regional
and Area Managers to provide information
and support on the NFSP Retail Support
programme, enabling them to identify
where existing postmasters may require
support to improve their retail – working
collaboratively.
• Expansion of our retail partner portfolio,
offering greater choice to postmasters and
delivering increased levels of commercial
income.
• Continue to develop partnerships that
facilitate savings for postmasters through
insurance, banking and energy.
• Development of online toolkits and video
‘how to’ guides to support postmasters
knowledge and to develop their retail skills.
• Roll out of the second NFSP Retail Event
and Exhibition, as part of the NFSP Annual
Conference 2023.
• Relationships established with key MPs.
• Establishing data collation to show current
issues and trends in the network.
• PA section on www.nfsp.org.uk showing the
work undertaken on behalf of members.
• Research database established as a
tool to enhance debates/negotiations/
communications/meetings.
• Stakeholder engagement process is more
defined and relationships established.
• Re-established Working Group meetings
with Government and PO.
• Postmaster-focused questions asked via
Parliamentary Questions.
• Identifying eternal stakeholders and a line of
communication established, to ensure a full
overview of the postal sector is gained.
• Political database including all relevant
Parliamentary questions, who we have
communicated with, relevant EDMs and
debates. Helping track our political activity.
• Sector listening: NET meetings, monitoring
Facebook and WhatsApp to ensure PA is
aware of member views and concerns.
• Inquiry participation and administration.
• Government lobbying eg. cash deposit
limits, postmaster remuneration, Drop
& Collect and New Network location
transparency, RM online prices, bank hubs.
• Regular meetings with PO Political and
Public Affairs Team to gain oversight of their
workplan.
• Member engagement, including template
letters for political engagement and
lobbying and member meetings with
political representatives.
18 19
Public Affairs Manager,
Ruth Buckley-Salmon

NFSP Negotiation Annual and Review Engagement
2023 Team
Compliance and
Network support
“
Negotiation
and
Engagement
Team (NET)
Providing a vital link between the NFSP,
its members and PO, the NET meets every
month with PO senior management to raise
issues affecting the network and represent
the interests of its members and the entire
network and achieving material improvements
for postmasters.
The team is chaired by Non-Executive Director
Tim Boothman and facilitated by NFSP
Operations Officer Wendy Burke. NFSP CEO
Calum Greenhow along with board members,
Sue Jude, David Sanghera, Christine Donnelly
and Sue Edgar sit on the team.
Non-Executive Director,
Tim Boothman
20
A vital link
between
the NFSP, its
members and
PO.
NFSP Operations Officer,
Wendy Burke.
Top
achievements
• Extra remuneration in August. Significant
increase on initial offer.
• Payment for the International Customs
Data Capture (ICDC) (85p plus the 3% until
end March).
• Managed many ATM issues through the
software changeover.
• Mails Distribution Agreement 2 (MDA2)
support payment for offices that were
worse off under MDA2.
• 5p payment for Letter/Large Letter mail
under 100g (click and drop).
• Increases for Outreach and Mailwork
payments.
• Helped ensure the Energy Bill Relief
Scheme (EBRS) continues for post offices
(at a lesser percentage but continuing).
Ongoing projects
• Continue to engage with PO on postmaster
remuneration.
• The NET has had significant input into the
amended Grant Framework Agreement
(GFA).
Compliance
and Network
support
The Compliance and Network Support Advisor
plays a key role interfacing with PO, NFSP
members, board and staff dealing with major
issues including the Historical Shortfall Scheme
(HSS), Hard-to-Place offices, Service & Support
and New Post Offices.
Collaborating with the Network Engagement
Advisor for ongoing training and support
of Branch and Regional secretaries plus
development of the Advocacy Representation
Project for members who have contractual
issues with PO fall under the remit of
Compliance and Network Support.
Ongoing projects
• Support, training and information for Branch
and Regional Secretaries.
• Advocacy Policy - active recruitment plan to
add to the three Advocacy Representatives.
• Historical Shortfall Scheme projected to be
resolved by April. Ensuring all late claimants
submitted. Ongoing monitoring and
dialogue with HSS team.
• Hard-to-Place list - support and informing
about changes and maintaining dialogue
with PO and Government.
• Onboarding – continued assistance to
postmasters needing help on transfer issue
with mediation and intervention if required.
• Raising objections with PO on New Network
Locations (NNL) plus lobbying relating to
new Pick Up Drop Off (PUDO) offices.
800
phone calls taken
from members offering
advice and support with:
• Historical Shortfall Scheme (HSS).
• Hard to Place (HtP).
• Post Office sales.
• Post Offices and Pick Up & Drop
off (PUDO) locations opening
nearby.
Top
achievements
• Branch and Regional Secretaries training
at the 2022 NFSP Annual Conference with
continued support.
• New Advocacy Team, set up to deal with
contractual issues between a Postmaster
and PO.
• Representing members who have
submitted claims to the Historical Shortfall
Scheme.
• Ongoing support for members in the Hardto-Place
scheme.
• Ensuring that PO’s policies for managing
their business operations are fair to all
parties.
Compliance and Network
Support Advisor, Keith Richards
21

NFSP
Communications
NFSP Annual Review
2023
Communications
Based in NFSP headquarters in Shoreham,
the Communications Team supports members
through the provision of expert advice,
information, news and guidance relating to
operating a post office and an associated retail
business.
Acting as facilitators for the wider postmaster
community, the team also keeps members
updated on how the NFSP is working on their
behalf.
Here is a look at key areas of focus for the past
year:
Magazine
6,384* copies
of The SubPostmaster
magazine land on
postmaster’s doorsteps
every two months.
The SubPostmaster magazine is our flagship
publication. Highlights include :
Website
80,492 views
between
April 22 – April 23
The members area of our website
www.nfsp.org.uk hosts a great deal of
information which is constantly updated,
including:
• Latest industry news.
• Updates from Public Affairs.
• Archived articles from The SubPostmaster
magazine.
• Training materials relating to mails
segregation.
• A complete listing of NFSP retail partners.
• Online toolkits including how to use Google
Business Profile, selling vapes, refund fraud
and home delivery guidance.
• Details of our NFSP member benefits
including helplines and NFSP+.
Digital publications
Digital publications - educational and
support materials relating to retail and mails
segregation, plus documents detailing the
work of the NFSP.
Weekly newsletter
323,530
46%
The NFSP weekly newsletter is a round up
of NFSP, postal sector and retail news, retail
partner offers, member benefits and mails
support advice. This year we have:
• Introduced new content ideas, design
layout and improved functionality.
• Launched a new regionalised newsletter
format, delivering exclusive regional
content straight to members’ inbox.
• Gained member feedback on the
newsletter.
“...it keeps me up-to-date
with the current position
with PO.
Colin Woods
emails sent
between April 22 – April 23.
rise in average open rates since
July 22 (+30% from previous 258
days).
3.5% (+29%) average clickthrough rate.
Very informative.
“Alan Mull
PR
52 press releases sent
27 articles published
Q1 2023 saw a PR campaign to local news
outlets on local bank branch closures and
where to find the nearest post office that offers
banking services.
Social media
FACEBOOK - April 22 – April 23
942 posts to members private group
6,446 comments
7,396 reactions
LINKEDIN
• Launch of a new NFSP LinkedIn page.
• Aim to demonstrate expertise and thought
leadership.
• Raising awareness of the NFSP to members
and retail partners.
WhatsApp
1,535 members
17 groups
• Post Office of the Month - demonstrating
best practices and offering practical advice
and tips.
• New NFSP retail partner launches,
announcements and features.
• Retail focused planning ahead tips.
• Digital marketing advice: We Are Post
Office and Google Business Profile features.
• Mails segregation information and advice.
The second digital edition of the NFSP Retail
Partner Directory was launched in 2023 - a
full listing of our NFSP recommended retail
suppliers.
Events
• Design, branding and prodution of AV
material for the forthcoming 2023 NFSP
Annual Conference and Retail Event.
• Facilitated 50 regional meetings across the
UK, fostering a sense of community among
members.
• Short form news and updates from the
NFSP.
• Allows members to share advice and
experiences among their local membership.
• Launched new group dedicated to Branch
and Regional Secretaries.
*As of February 2023.
22
23

Looking
to the year ahead
Looking
to the year
ahead
Calum Greenhow
Chief Executive Officer
“
No member
should feel they
have nowhere to
turn or suffer in
isolation.
24
Engaging with and
being guided by
our members
Turning to the next year because things never
stand still, the NFSP intends to work with PO
to bring postmasters insights into the strategic
thinking of their individual product directors
and managers. We will be inviting colleagues to
become involved with us in this work. We want
to demonstrate the impact of the NFSP on the
key issues affecting postmasters.
An example of this would be in PO’s Drop &
Collect pilot roll-out. We want to ensure that
your interests are not overlooked as PO seeks
to maintain the size of the network at 11,500.
The cannibalisation of the network cannot be
allowed and again, we will work with colleagues
to ensure that PO is open and transparent on
this issue.
As we approach an election year, we will
be working to ensure members’ views are
expressed to all relevant stakeholders. This
will be key in the year ahead so we will need
the support of colleagues around the country
to propagate the collective narrative of the
postmaster.
In light of the Public Inquiry into issues
affecting Horizon, we have been working
on a training programme for Advocacy
Representation. This will not replace legal
advice, but these experienced individuals will
be trained on the three main contract types
along with PO policies and procedures so that
the level of support a postmaster receives, if
there is a contractual dispute, is improved.
There can be no repeat of the Group Litigation
Order (GLO) years when postmasters, assistants
and employees of PO were treated in the
manner that they were.
The NFSP is an organisation of postmasters
that exists to support its fellow colleagues.
Intrinsic to this relationship are the Branch
and Regional Secretaries. They are the first
port of call for many colleagues who need
help. A specific area has now been generated
on our website as a support guide for them.
We want to increase their visibility so that no
member ever feels they have nowhere to turn
or suffers in isolation. This is why each weekly
email we send out highlights your
local representatives contact details.
In our 2021 Members Survey we learned that
55% of postmasters do not have any digital
engagement with their customers. We want
to provide a suite of marketing toolkits on our
website that colleagues can use as a resource.
However, providing the content is only part
of the work as we aim to encourage as many
colleagues as possible to use these toolkits
to grow their business. We often say that the
pound in the customers pocket is very
precious and linked to the following question
of why will the customer spend that pound
with the competition down the road rather
than with you? A significant part of the answer
is because the competition is marketing their
business digitally.
By offering expertise, representation, tools,
and resources, the NFSP will continue to
support its members and the Post Office
Network well into 2024 and beyond.
Developing
digital retail
solutions
Going forward we aim to understand through
research, how the use of digital technology can
help improve the retail of postmasters and help
meet the retail challenges of the future.
• ‘Click & Collect’.
• Home delivery Service.
• On-line ordering and payment gateways.
• Food to Go.
• Postmasters’ website development.
• NFSP Retail partners portal.
The NFSP believes that future retailing will be
heavily driven by a number of factors including
the use and expansion of digital shopping
where retailers sell online. The explosion of
food to go, home delivery and click & collect
services provides an enormous opportunity
for postmasters to develop their business,
ensuring a viable future both for their retail and
their post office, thus helping them manage
the financial and economic storms that may lie
ahead.
The future plans of the NFSP will be to fully
understand this key area and develop solutions
to enable postmasters to make the most of the
opportunity this provides.

National Federation
of SubPostmasters
Evelyn House
22 Windlesham Gardens
Shoreham-by-Sea
West Sussex
BN43 5AZ
Phone
01273 452324
Email
admin@nfsp.org.uk
Website
www.nfsp.org.uk
The NFSP is a company limited by guarantee (company number 9771284 England).