The SubPostmaster Magazine - August 2022

THE
THE OFFICIAL JOURNAL OF THE
NATIONAL FEDERATION OF SUBPOSTMASTERS
AUGUST 2022 www.nfsp.org.uk
MAILS SUPPORT
UPDATE I P16-17
Top tips for
achieving 100%
compliance in
Letter/Large
Letter mail bags
THE NET I P18
The latest
update from
the NFSP’s
Negotiating and
Engagement
Team
Creating a retail
destination!
LOBBYING
I P21
The NFSP
is urging
postmasters to
contact their MP
How hard work and dedication has
cemented Barnton PO’s place at the
heart of the community. See p24-26
RETAIL SUPPORT
I P28
One-to-one
support to help
enhance your
retail offer

Member directory
GOT AN ISSUE? NEED HELP? THE NFSP IS HERE FOR YOU
NFSP HELPLINE
01273 452324
Call us for help and
support if you
experience any of the following:
Issues with Horizon
Loss of cash or post office stock
Issues with remittance (Rem)
ATM issues
A new post office opening near
you (aka ‘whitespace’ or ‘NNL’)
Any other contractual or
operational issue with Post
Office Ltd
Issues with Royal Mail
Support with managing your
staff and HR advice
Relief scheme for holiday cover
when you need a break
Give us a ring for any other
reason – we are here to help.
LEGAL HELPLINE
Free legal advice
on the following:
Issues with the
sale and return of goods and
property
Landlord/tenant issues
Damage to property (land and
goods)
Health and safety
Accidents and injuries
Wills, trusts and probate
Family-related issues
Road traffic law
Call the NFSP Helpline to be put
through or, for more information
and full terms and conditions,
visit www.nfsp.org.uk and click
on ‘NFSP+’ on the top banner,
then click on ‘advice’.
POST OFFICE
SUPPORT
Expert mails
segregation and
compliance support available
from your regional Mails Support
Advisor (see pages 16-17)
Toolkits and useful information
available at www.nfsp.org.uk
RETAIL
SUPPORT
Contact the NFSP
for free expert
advice to help you
improve your retail offering and
drive sales.
Email retail@nfsp.org.uk or call
the NFSP helpline
(01273 452324 - option 3)
RECOMMENDED
SUPPLIERS AND
SERVICE
PROVIDERS
NFSP members can tap into a
hand-picked group of approved
retail partners covering a range
of product categories:
Packaging and stationery
Greeting cards
Food and drink to go
Eyewear
Mobile and tech accessories
Photograph and photobooths
Merchant services and note
counters
The NFSP also works with
recommended service
providers who can support you
with:
Waste management
Insurance
Energy bill savings
Vehicle hire
Business transfer
See p31 for a full list of NFSP
retail partners, visit www.nfsp.
org.uk/business-partner or call
01273 452324 – option 3
STAY CONNECTED
AND UP TO DATE
NFSP FACEBOOK
GROUP
Private group exclusive
to NFSP members. Share
views, connect with
other postmasters.
www.facebook.com/groups/
NFSPmembers
NFSP WHATSAPP
GROUPS
Join your local NFSP
group chat. These groups are a
great way of staying in touch
with the NFSP and postmasters
in your area, for asking questions
and getting quick answers. If
there is breaking news, you’ll
hear it first on WhatsApp!
To join your local group, email
communications@nfsp.org.uk
EMAILED NEWS
FROM THE NFSP –
regular emails
providing you with
the latest news and
information to help you run your
post office and retail.
Not received any NFSP emails?
Call the NFSP Helpline (01273
452324 – option 5) or email
communications@nfsp.org.uk
THE
SUBPOSTMASTER
MAGAZINE – the
definitive publication
for postmasters,
delivered to your
door. Published bi-monthly, the
next edition is October 2022. Get
in touch via thesubpostmaster@
nfsp.org.uk
NFSP WEBSITE – a key
resource to help you as
a postmaster.
Visit www.nfsp.org.uk
Unable to access the members'
area? Call 01273 452324 –
option 5 or email
communications@nfsp.org.uk
YOUR REGION
YOUR LOCAL
SUPPORT
NETWORK
Every region in the UK
has a thriving NFSP community,
led by Branch and Regional
Secretaries who operate post
offices themselves.
These NFSP representatives are
there for you, providing advice
and support with post office
issues and life in general.
There are also regular online
Regional meetings for sharing
your views and experiences with
other postmasters.
If you don’t know who your
local Branch or Regional
Secretary is, call the NFSP
helpline (01273 452324 – option
5) or email communications@
nfsp.org.uk
DISCOUNTS
Looking to
save money?
Access discounts and deals for
your business and you and your
family by using the special offers
available to members through
NFSP+
Visit: www.nfsp.org.uk and click
on NFSP+YO
U
HEALTH AND
WELLBEING
SUPPORT
Free access to health
and wellbeing
support services
including a 24-hour helpline
with qualified counsellors,
bereavement support and
medical information.
Visit www.nfsp.org.uk and
click on ‘NFSP+’ on the top
banner for more information.
BENEVOLENT FUND
Charitable fund to help current
and former postmasters in need.
Visit www.nfsp.org.uk or email
benfund@nfsp.org.uk
GENERAL ENQUIRIES
For general enquiries, get in
touch at admin@nfsp.org.uk
202
The SubPostmaster August December 20222020

Contents
THE
THE OFFICIAL JOURNAL OF THE NATIONAL FEDERATION OF SUBPOSTMASTERS
AUGUST 2022 www.nfsp.org.uk
In this month’s issue
2 is
4
account
6 appointed
Member directory
If you have an issue or need support, the NFSP
here to help
Comment
Chief Executive Calum Greenhow outlines how
postmasters can hold Post Office Ltd (PO) to
over remuneration
8
Branch Hub
We take a look at some of the biggest
developments on PO’s Branch Hub
Letters
10 the
12
21
24
28
30
News
Distaction theft update, and Jane Hunt MP
new Postal Affairs Minister
PO’s support for postmasters comes under
spotlight this month
Post Office interview
Jon Follenfant speaks to Tracy Marshall, PO
Retail Engagement Director about onboarding
and postmaster engagement
14
Member benefits
This month’s NFSP Plus member offers, plus
how HR:4UK can help you support your
workforce as price rises bite
16
Mails support
Postmasters share their top tips for achieving
100% Letter/Large Latter mail bag compliance
18
August update from The NET
The latest updates and outcomes from the
NFSP Negotiating and Engagement Team’s
meetings with PO
Letter writing campaign
NFSP members encouraged to write to their
MPs to raise awareness of the issues they face
Post office of the month
Eleanor Conner, the postmaster of Envelope &
Bacon, Barnton PO in Edinburgh
Retail support
Highlighting the NFSP’s full range of retail
support for postmasters
Planning ahead
From Diwali to Guy Fawkes night, the autumn
months are full of retail opportunities
6
30
Production editor: Allan Norbury (allan@lewisbusinessmedia.co.uk)
Design: Sarah Crowhurst, Jessie Moane, Chrishna Othendee, Rachel
Wood
Contributors: Ruth Buckley-Salmon, Wendy Burke, Robert Clack, Terry
Duffelen, Julia Goatcher, Calum Greenhow, Cassandra Hanlon, Simon
King, Helen Richardson, Elizabeth Vessey.
Members’ Editor: Jon Follenfant
NFSP Headquarters:
Evelyn House, 22 Windlesham Gardens,
Shoreham by Sea, West Sussex BN43 5AZ
Tel: 01273 452324
Email: thesubpostmaster@nfsp.org.uk
12
A reminder: The next edition of
The Subpostmaster will be published in October
The views expressed in The SubPostmaster are not necessarily those of the NFSP.
The SubPostmaster is published by Lewis Business Media
on behalf of the National Federation of SubPostmasters
©Lewis Business Media 2022
Tel: 01825 983105
ISSN 0039-433
August 2022 The SubPostmaster 3

Comment CEO Calum Greenhow
NFSP Chief Executive
Calum Greenhow
A FAIR DEAL FOR
POSTMASTERS
PO must address the gaps in remuneration
if they are to close the gaps in the network.
ummer is in full swing and
S
the temperamental British
weather has "blessed" us
with glorous sunshine and
record temperatures.
This time of the year can be a
mixed time for all retailers and
postmasters. Some parts of the
country are quiet as people drift off to
their holidays. Meanwhile others are
especially busy with tourists. While
we may not see the same domestic
holiday bounce that we saw during
the lockdown summer, the travel
chaos at UK airports has resulted in
many holidaymakers cancelling their
foreign trips and staying closer to
home.
This means that as some of you
read this, you’ll be particularly busy
while others, less so, which further
illustrates the differences in
income and costs in
running a successful
post office in
different parts of
the United
Kingdom.
Whether you’re
furiously
managing busy
post offices in
Cornwall or idly
flicking through your
copy of The
SubPostmaster in a city
centre where most of your regular
customers are elsewhere, the
challenges remain the same:
managing the cost of your business
“It is more
important than
ever to hold
PO to account
when it comes to
remuneration”
against the income you earn through
remuneration from Post Office Ltd
(PO).
Moreso, the cost-of-living crisis
gripping the nation and the
increasing costs of energy and
materials because of the war in
Ukraine is taking its toll on almost
everyone. Up and down the country
people are looking at the rising cost
of their outgoings against their
income and are having to make
some tough decisions. As business
owners and consumers, postmasters
are not immune to these
considerable problems. In
view of the role many of
us play in our
communities, we are
the ones very much
at the coal face.
That’s why it is
more important
than ever to hold
PO to account when
it comes to
remuneration.
Since 2013, the income
generated by PO has
dropped by around £200 million. At
the same time there has been no
changes in the share of that income
to postmasters.
4 The SubPostmaster August 2022

above, plus the
decrease of
over-the-counter
products and
services through our
door, the situation is
not going to get better
without a serious long-term
reform of how remuneration
works.
Unless we can increase products
and services through our doors then
our income will only go further into
decline. There needs to be a
fundamental shift in thinking by
Government, away from digital by
default and recognising the value of
face-to-face services. We also need to
look closely at the variance of cost in
running a post office in different parts
of the country and devise a formula
for remuneration that reflects the
challenges faced in different parts of
the United Kingdom and Northern
Ireland.
It is also vital that the social value
we have is recognised.
There is a huge role that
postmasters play, providing vital
services for the most vulnerable and
isolated members of our
communities. As vital services
continue to retreat from the high
“While our
share of the pie
stays roughly the
same, the pie
itself is getting
smaller”
street, postmasters
stand ready to fill
the breach with
Government and
banking services.
However, we cannot
provide these with
subsidies from the rest of
our businesses. If our work
has value, then we must be paid
for that work.
Recently, the NFSP began a series
of negotiations with PO on the
remuneration crisis. The progress
from these meetings has been fed
back through our branch and
regional secretaries who represent
hundreds of postmasters across the
country so that we can conduct those
negotiations with your priorities
uppermost in our minds.
To effectively represent you, we
must get your feedback. I encourage
you to complete the monthly surveys
sent to you and engage with your
local branch.
The latter being especially
important for members who are not
online. There are a number of
vacancies for branch secretaries in
various regions. If you feel ready and
able to become a branch secretary,
then contact your regional secretary
and see if there is a vacancy in your
area.
Log into the NFSP website and visit
https://bit.ly/nfspcontacts to find
your regional secretary.
I welcome the announcement
made on June 30 by former Postal
Services minister Paul Scully in
relation to an additional
compensation payment for group
litigation order (GLO) claimants.
However, while the additional
£19.5 million is welcome, does an
average of £35,000 per claimant fully
recompense these individuals for
what they have suffered through the
years? I do not think so.
Our position is and always has been
that all consequential losses of any
kind must be included in the full
compensation payments.
The extent of the suffering of these
individuals is almost impossible to
quantify. However, the loss of income,
damage to reputation, and extreme
anxiety carries a cost that can and
must be compensated in full.
Moreover, there are individuals
within PO who have yet to be held
accountable.
The strategy of PO via the GLO
cases was to defend the indefensible
and ensure these innocent victims of
injustice remained guilty. Anyone
responsible, within PO, for this
strategy should not be allowed to
walk away without consequence.
Former Postal Affairs
minister Paul Scully
speaking at the NFSP
Conference in May
August 2022 The SubPostmaster 5

News roundup
30 September 2022 is the last day
to use paper £20 and £50 notes
The Bank of England (BoE) will
continue to accept paper £20 and
£50 notes after 30 September, when
they are withdrawn as legal tender.
Post offices can accept withdrawn
paper notes as a lodgement into
any partner bank account at the
counter, but should not swap out
notes unless you are one of the
small number of offices that have
an agreement to do so.
The polymer £20 notes have been
in circulation since February 2020,
and the polymer £50 notes have
been in circulation since June 2021.
Key features of the new polymer
notes to help identify any fakes are:
a hologram image which changes
when tilted, seethrough windows to
check, and foil is gold and green at
the front and silver at the back.
If you would like to read more
information on the old paper notes
or to download any resources to
help identify fakes, please visit the
BoE website.
Jim McCafferty
NEW NON-EXECUTIVE
DIRECTOR FOR
NORTHERN IRELAND
DISTRACTION THEFT
UPDATE FROM GRAPEVINE
In the past two months, 10 branches
have experienced distraction crimes,
and five have suffered losses.
Criminals have been luring
postmasters out of the counter area
under false pretences and snuck
through doors inadvertently left open.
Safes must be locked if not in use,
and if you need to leave the
counter area, ensure doors are closed
and locked, safes are closed and
locked, and parcel hatches shut.
Distraction methods include:
Query in the retail area.
Damaging stock.
Stealing mails left out for
collection.
Causing a scene.
Medical issues.
It is important that all security
procedures in the Security Operations
Guide are followed, to keep everyone in
branches safe and to deter further
potential criminal activity.
Any suspicious activity and incidents
must be reported to Grapevine
on 0345 603 4004.
im McCafferty has been
J
appointed as the new
Non-Executive Director for
the Northern Ireland
Region.
Mr McCafferty is the Postmaster of
the Kennedy Centre Post Office in
Belfast.
He takes the position of Non-
Executive Director after his
predecessor, Samuel Houston,
stepped down in May.
New Postal
Affairs
Minister
As of July 8, Jane Hunt MP has
been appointed as a new Postal
Affairs minister.
The NFSP welcomes Mrs Hunt and
looks forward to working with her in
the future.
Here are a few key tips to bear in mind as to how to reduce the
risk of distraction theft:
Improve visibility by
removing notices
and posters that
block the line of
sight
Keep all safes
closed/locked
with keys
withdrawn and
hidden
Do not exceed
cash at counter
limits
Keep parcel hatch,
end gates and fortress
doors closed/locked
when not in use
Jane Hunt
6 The SubPostmaster August 2022

YOU ARE INVITED TO AN
OPEN DAY WITH THE CASH
MANAGEMENT TEAM
Meet some of the team from cash
management.
Take a tour of a mobile post office.
Take a look behind the scenes at
how cash is managed across the
network.
See how it all works.
29TH SEPTEMBER 2022
SESSION ONE: 3.30PM
SESSION TWO: 6PM
STANWAY HOUSE, ALMONDSBURY
BUSINESS PARK, BRISTOL, BS32 4QH
To book your place please RSVP to:
Garry.j.merrifield@postoffice.co.uk or
directly through your Area Manager.
Cash deposits
& withdrawals
remain at £3.2bn
On Wednesday 6 July, the Horizon
Inquiry held an ‘Issues of
Compensation’ Hearing.
The four legal representatives who
spoke were: Counsel to the Inquiry,
Post Office Limited (PO), UK
Government Investments, and Howe &
Co.
Some of the key points that were
discussed include:
A lack of independence and clarity
over the compensation scheme.
NFSP’s query to the Inquiry asking if
the absence of a Head of Historical
Matters led to a delay in offers made
was refuted. However, no evidence was
given to support this.
£3.21 billion handled by post offices
in June.
Personal cash deposit
totalled £1.33bn.
Business cash deposits exceeded
£1bn.
1 in 5 people use cash instead of card
to help with budgeting during the
cost-of-living crisis.
PO ‘ save our cash’ campaign to
highlight the vital role having access
to cash will play in advance of further
cost-of-living pressure.
To read the full press release, go to
the Post Office News Desk website.
INQUIRY 'ISSUES OF
COMPENSATION' HEARING
The PO should not be the final
arbiter of compensation claims.
To read a full report of the points that
were made during the hearing as well
as questions that remain unanswered
and actions that were requested,
please go to our website
https://bit.ly/nfsphorizonjuly
Horizon
claimants asked
to step forward
The Insolvency Service is
seeking information from
postmasters who believe they
may have been bankrupt due to
Horizon.
There has been a July 2022
update.
On 1 May 2020, Post Office Ltd
(PO) launched the Historical
Shortfall Scheme (HSS) to invite
postmasters who experienced
shortfalls due to Horizon to
contact the Insolvency Service.
There is now a new call for any
postmasters, present or former, if
you previously made a claim
under HSS, the official receiver
would contact you once an offer
of compensation has been
received.
The Government announced
interim payments for those part
of the Group Litigation Order
(GLO), once all details are collated
the official receiver will contact
those who were previously made
bankrupt.
COMPENSATION
UPDATE
The NFSP welcomes the
announcement made on June 30 by
former Postal Affairs Minister Paul
Scully, in relation to an additional
compensation payment for GLO
claimants.
As Calum Greenhow stated earlier
(see Page 5) the additional £19.5
million is welcome. However, the NFSP
does not think that an average of
£35,000 per claimant fully
recompenses those individuals.
Therefore, the NFSP is calling for all
consequential losses of any kind to be
included in the full compensation
payments.
If any colleague, past or present, feels
that they have not been fully
compensated for their losses, please
do not hesitate to get in touch with us
at admin@nfsp.org.uk
August 2022 The SubPostmaster 7

Branch Hub update from PO
The future is
Branch Hub
S
So far, 2022 has
been a year of
momentous
change
for Branch Hub. It has
empowered you with more
information, technology,
and tools than ever before.
But we don’t intend to stop
there, the future of Branch
Hub will see continued
development and evolution
– all driven by you.
This month, we reflect on
two of the biggest changes
of the year, and exactly
what they mean for you
and your business.
BRANCH
PERFORMANCE:
Branch Performance, which
launched in March, gives
you greater insight into your
branch(es') activities across
three main categories:
Sales Performance,
Operational Performance
and Remuneration. Each of
these areas contain a suite
of information to equip you
with the necessary tools
to track your branches
performance.
For example:
• Sales Performance:
See mails products
by volume, value, and
penetration rate; measure
trends and implement
changes accordingly.
• Remuneration:
View weekly projected
remuneration broken down
by product, allowing you
to track up to nine weeks
ahead of your statement
date.
The Branch Hub team
are continually improving
and adding more branch
information based on your
feedback; the recent launch
of Travel Performance is an
example of this. You can
find this under the Sales
Performance.
Just in time for the
height of summer, Travel
Performance enables you
to:
• Access branch travel data
on a range of different
topics, including foreign
currency, travel money card,
and travel insurance
• View branch travel
products by volume and
value over a rolling eightweek
period and by yearto-date
• Measure travel trends in
your branch
• Track staff performance to
identify potential training
needs
Is there anything else
you want to see on Branch
Performance? Let us know,
via the feedback button at
the bottom of each Branch
Performance page, and we
will see what is possible.
keep up to date with
remuneration and branch
performance information
anytime and anywhere
• Set your own notification
preferences (either push
or email) notifications, and
make sure you never miss
an important update
• Login via fingerprint
or facial recognition
(on phones with such
capability).
PLEASE NOTE:
• Personal mobile phones
should only be used in
branch if allowed by their
retail organisation
• Users in Strategic Partner
branches will currently have
access to a limited number
of Branch Hub features.
WHAT DOES THE
FUTURE HOLD FOR
BRANCH HUB?
The future is in your hands.
Branch Hub is centred
around improving your
experience running your
business, so we want to
hear from you. Help us
shape the future of Branch
Hub and let us know what
you want to see next.
Want to login to Branch
Hub but don’t know your
password.
Don’t worry, follow these
simple steps to reset your
password:
• Operational
Performance: View
mails segregation and
compliance, mystery
shop pass/fail, supporting
you to make operational
improvements over
time, and more.
THE MOBILE APP:
Next up is the wellrequested
Branch Hub
mobile app. Branch Hub is
now available at the touch
of your fingertips for both
Postmasters and branch
staff; and empowers you to:
• Access help, make orders,
8 The SubPostmaster August 2022

Your letters
MAILBOX
Your letters answered by Post Office Ltd
and Jon Follenfant, NFSP Members’ Editor
Support the many, not the few
have a follow-up
I
question to the
last edition of The
SubPostmaster
(P20-21 June 2022)
I disagree that Post Office
Ltd (PO) is improving the
profitability of postmasters,
as inflation and living costs
are rising, while
remuneration is still down
for many postmasters.
With a new rollout of
products and services only
being targeted to a few
post offices and not to the
network as a whole, it
seems to me that PO is
trying to increase footfall
and product range.
Yet the reality is
postmasters are working
harder while footfall and
remuneration are still
decreasing.
My question is: when will
PO come in and support
the network as a whole,
rather than a few?
I am concerned that the
number of post offices will
decrease simply because
they are becoming nonprofitable.
This, in turn, will
cost PO a lot more revenue
as they will have to invest in
new branches and training.
Therefore, would it not
make more sense to invest
in existing ones before it is
too late?
Surely, it’s now time to
treat us the same as we are
all working hard to provide
the services to our
communities!
Nick Horler
Blaenavon Post Office
POST OFFICE REPLIES:
Owen Woodley, Chief
Commercial Officer,
writes:
Thank you for your further
letter. As I have said
previously, improving
branch profitability is the
number one priority for PO
in the coming year – as it is
for postmasters.
Commercial clients
usually set out the
requirements on the
number of branches a
product is available at, for
example with carrier
collections for Pick Up and
Drop Off (PUDO) services.
As you know, each branch
format also has a set list of
products those branches
offer. The training, format
design and equipment is
tailored to deliver that
specific product set.
Some branches request
additional products – the
postmaster will usually
speak with their Area
Manager first who will
consider the viability. The
way we review those
requests centrally can
certainly be improved
though, and we are working
on that.
Quite often there are
costs associated with
offering certain products, for
example for a branch to
offer Travel Money on
demand, we have to pay a
licence fee to HMRC, in
addition to vetting and
training costs.
The most requested
additional products are
Passports and DVLA/Car
tax; however, these are also
examples where the
commercial client limits the
number of branches as it is
too costly for them to have
this in all branches. We do
push clients on this as
much as we can though.
In Mails, in this financial
year, we will be
expanding to a
further 5,000
new branches
on behalf of
Amazon and
DPD and
introducing
our first ‘Drop
Off’ returns
service. We are
talking to other major
PUDO players and hope to
make further
announcements soon.
Banking Framework 3 will
be implemented from
January 2023, and as part
of this there are
opportunities for us to
strengthen our position
with the member banks
further and to look again at
remuneration to ensure
postmasters are fairly
rewarded for the essential
services you provide.
You mention inflation and
rising living costs, and
improving branch
profitability also means
taking out costs, both
centrally and the costs
postmasters incur in
running a business. We will
continue to become simpler
and more efficient as a
business, while also looking
“We will
continue to
become simpler
and more
efficient
as a business”
at ways we can help reduce
your costs to serve.
Overall, we need to make
sure we have the right
products and the right
branches in the right
places, providing services
that meet local needs.
Investment is not only
about products. You will no
doubt be aware that
we are also
investing in a
new platform
to replace
Horizon, and
this will
benefit the
whole
network.
In the autumn
we intend to launch a
pilot of the Horizon counter
replacement, focusing on
our core mails offering.
Postmaster involvement is
key to getting this right. It’s
‘Built with Postmasters, for
Postmasters’.
We have great
relationships with over 200
independent postmasters
who form our IT working
group and provide
incredibly valuable input on
our decisions. You will, of
course, hear more about
the new platform as this
progresses.
MEMBERS’ EDITOR
REPLIES:
While we may have to
accept that existing clients
rule in which post office or
geographical area their
services are offered, we
cannot accept the lack of
10
The SubPostmaster August 2022

profitable new products
being introduced by PO to
replace those that have
either been withdrawn or
which have been in decline
due to digitalisation or
societal changes.
While we can applaud
the concept of cost
reduction, particularly
centrally in head office or
distribution, and the hope
that Banking Framework 3,
just might provide
additional income; the level
of cost reduction and extra
income which is probably
available will in no way
match the significant
decline in PO income
(which includes reduced
government subsidy and
loans) over the past 10 years
and consequent mirrored
decline money paid to
postmasters.
I would suggest that
there is little scope to reduce
individual branch costs
which, in the main, are fixed
and not varied based upon
sales activity.
It costs as much to sell
one 2nd Class stamp as
1,000; the problem being
few buy 1,000 stamps, or
quantities of other products
at a time because of our
major competitor, Royal
Mail’s activity.
It is argued, for example,
that the introduction of
tablets for passport and
DVLA renewal has in fact
increased costs due to the
time it takes to make a
transaction over the
previous AEI system.
Inflation is, according to
recent reports set to rise to
11% later this year, which will,
no doubt, be reflected in full
or in part in rises in the
National Minimum Wage
next April, this coupled with
other rising costs will add
even further to the stress
already felt by postmasters.
In perspective, if your PO
remuneration was £10,000
in 2011 it would need to be
£11,941.40 according to the
Bank of England inflation
index: an increase of 19.41%.
This reflects a modest
annual inflation of 1.8% per
annum over this period.
How many postmasters
have increased their
remuneration by this
amount (even based upon
a similar mix of sales)?
A postmaster is not in the
position of an independent
retailer and able to increase
prices for any of the PO
suite of products and, if that
increase is passed on to the
Write to: Members’ Editor
Jon Follenfant, NFSP Headquarters,
Evelyn House, 22 Windlesham
Gardens, Shoreham by Sea, West
Sussex BN43 5AZ
or email: thesubpostmaster
@nfsp.org.uk
postmaster, ameliorate the
cost situation.
Are we heading for a
situation of unmanaged
decline, if we are not here
already? Total PO income is
falling with the knock-on
effect of reduced individual
branch sales and
postmaster income and
spiralling costs increases.
Postmasters, desperately
need new, profitable
products across the
network and a better return
from the existing product
mix or, dare I say, a proper
exit strategy with adequate
compensation for those
who exit the network.
GOOD THINGS
come to those who keep in touch...
Your NFSP membership gives you access to support and advice to help you in
your work and maximise income from your post office and retail business.
Sign up to the NFSP website www.nfsp.org.uk for news, advice,
and helpful toolkits. E-mail admin@nfsp.org.uk to create your account.
Subscribe to our NFSP emails – covering:
• The latest news and information to
help you run your post office
• Exclusive deals and offers available
from our NFSP retail partners
• The latest retail news
• Mails segregation updates
• The latest regional news and
how to join our regional meetings
And keep in touch with the NFSP and postmasters in your area
through our local WhatsApp groups and private Facebook.
E-mail communications@nfsp.org.uk or call the NFSP Helpline
on 01273 452324 and we will connect you.
June 2022 The SubPostmaster 11

Post NFSP Office community interview
AIMING TO MAKE LIFE EASIER
FOR POSTMASTERS
Members’ Editor Jon Follenfant talks to Tracy
Marshall, Retail Engagement Director of Post
Office Ltd (PO), across a tortuous MS Teams link.
eporting directly to Martin
R
Roberts, Chief Retail Officer
who sits on the PO Group
Executive, Tracy is the Retail
Engagement Director, with a team
responsible for a number of issues
directly impacting postmasters, from
onboarding (the application process
and associated checks for new
postmasters), training new starters and
providing refresher training to existing
postmasters and their teams;
operational change into the network
through to Hithendra Cheetirala, a
serving postmaster who helps brings
the postmaster voice into the business,
and Shaun Kerrison, Head of
Postmaster Engagement, who also
manages the relationship between PO
and the NFSP.
A former Post Office graduate
trainee Tracy has been with PO for
over 20 years, in a wide range of roles,
including managing a busy urban
Directly Managed branch in
Erdington.
I began by discussing the
application process and training of
new postmasters, as many members
will recall the tortuous and prolonged
onboarding process before they took
up their office. When asked about the
time now taken to onboard a
postmaster Tracy was able to confirm
that the time for an applicant to
become a new postmaster has been
almost halved in the last 18 months
from nine months down to an average
of under nine months with a sharp
focus on reducing the time taken even
further. With 500 - 600 successful
applications each year, surprisingly the
seemingly drawn-out process was not
a deterrent to applicants and PO
suffered a low
drop-out
rate.
“The time for an
applicant to become
a new postmaster has
been almost halved in
the last 18 months to
an average of under
nine months”
12 The SubPostmaster August 2022

Tracy Marshall, Retail
Engagement Director
of Post Office Ltd
Tracy reminded me that the process
applied equally to existing postmasters
who wanted a new office and those
applying for the first time across all
models of post office.
There are two key stages in the
onboarding procedure: the financial
assessment (which could be made
simpler, it has been admitted) and the
suitability assessment, which is made
by the field teams.
Once both hurdles
are completed the
process passes
back to the
onboarding team to
make sure a signed
contract is in place.
The Training team deliver
the operational training for new
postmasters including online
E-learning modules, among others,
and the required regulatory
compliance training, and face to face
classroom training available in 16
locations across the UK. Refresher
classroom training is also available to
existing postmasters and their teams.
Additionally, training is available
through the Learning Management
System, again available online at:
https://postoffice.learning.uk.com/
login/.
These E-Learning Modules are
accessible and flexible in order to cater
for the needs of trainees and whilst
“Branch Hub is fast
becoming the “go to”
source of information
and reference, not only
to postmasters but to
their staff as well”
they require access to the internet,
which a very small number of
branches do not have on-site, this was
not thought to be a problem as the
training is also accessible in other
ways. It was, however, recognised that
some editing of these modules was
needed as some are due for review
and they are also being broken down
into bite-sized chunks.
Tracy’s team are working very closely
with the replacement for Horizon
team to include access to the Learning
Management system via that
platform.
Turning to postmaster engagement,
PO has set up a series of regional
forums which meet online to discuss a
variety of postmaster-centric topics.
The outcomes from these forums are
fed back to senior management
within PO and to the relevant teams
for action.
Also included in the engagement
brief is government regulation. To
comply with government regulatory
requirements, Tracy’s team monitor
the Fit & Proper declarations made by
postmasters.
These declarations are
essential as many of PO’s
products are marketed
under everincreasing
government
regulation,
particularly in the
fields of finance.
Failure to make the
declaration may
result in the
withdrawal of a suite of
financial products from a
branch.
Branch Hub is fast becoming the
“go to” source of information and
reference so it is now available not only
to postmasters but to their staff as
well.
A handy App is available to access
information remotely in response to
postmaster feedback and postmasters
are now able to remotely receive
urgent memo view messages via text.
To read more about the new branch
hub app please go to page 8.
Tracy reiterated that the key focus of
her role is to make life easier for
postmasters.
Many thanks to Tracy for giving her
time to talk to me.
August 2022 The SubPostmaster 13

NFSP member benefits
NFSP PLUS HAS BEEN ON THE HUNT
FOR SOME GREAT SUMMER OFFERS
NFSP Plus gives you access to a range of offers designed to help save NFSP members money.
This month’s highlights include:
CATCH THE LATEST
BLOCKBUSTERS AND SAVE
MONEY ON TICKETS
Get up to 40% off next time
you visit the cinema with
fantastic discounts available
at over 300 nationwide
venues. Whether you are
seeking action, romance,
comedy or thriller, enjoy great
savings every time at local
and nationwide chains such
as ODEON and Vue*.
FREE TELEPHONE LEGAL
HELPLINE
Everyone will require legal
assistance at some point in
their lives. Recognising this
need, we have partnered with
Lyons Davidson Solicitors and
added legal services to our
range of member benefits. As
a member, the telephone
legal helpline is free for you
to use.
SAVINGS ON YOUR GYM
MEMBERSHIP, DIGITAL
FITNESS SUBSCRIPTIONS AND
MORE WITH
MYGYMDISCOUNTS!
As an NFSP member, you
can save up to 25% on a
membership at your chosen
club, from a wide range
of options at over 3,300
locations. If the gym isn’t
for you – they also offer up
to 55% off digital fitness
subscriptions.
VISION EXPRESS –
DISCOUNTED EYE CARE
NFSP members can access
a range of benefits from
Vision Express. With more
than 30 years' experience,
Vision Express understands
what you expect from a high
street optician. Get a free eye
test when you spend £50 or
more, and save 30% when you
spend £50 or more on glasses,
prescription sunglasses and
contact lenses.
GET MOVING AND SAVE WITH
MYACTIVEDISCOUNTS
MyActiveDiscounts offers
NFSP members great savings
on things that get you active
and healthy such as footwear,
sportswear, and nutrition.
You can also save money on
adventure days, travel, spa
breaks* and more!
To take advantage of these
and other fantastic deals visit
the NFSP Plus page via our
website today!
TO TAKE ADVANTAGE OF THESE AND OTHER FANTASTIC DEALS VISIT THE NFSP PLUS WEBSITE:
WWW.NFSPPLUS.ORG.UK/
*Terms and conditions apply to all benefits. See website for details. Offers subject to change without notice and correct at time of print. The Cinema Society - Discounts vary
between cinema venues. Please check when purchasing vouchers, registration to The Cinema Society required to access discount. NFSP Plus is managed and run on
behalf of NFSP by Parliament Hill Ltd.
6 OPTIONS TO SUPPORT YOUR WORKFORCE
AS PRICE RISES CAUSE CONCERN
New data shows that 60% of workers think
their employers should help them with
the cost-of-living crisis. With inflation set
to pass 8% – affected by the pandemic, rise
in National Insurance contribution, high
energy prices and unrest in eastern Europe,
this is leading to disengaged and unhappy
employees considering an uncertain future.
We are increasingly shocked by reported
figures of over 2.4 million adults going
without food for a day because they can
no longer afford to eat and 43% of people
struggling to afford their energy bills since
price rises in March 2022.
While raising salaries above, or in line
with, inflation could be a solution – there
are also other ways organisations can
support their employees to improve their
financial wellbeing.
Find out how can employers support their
workforce including:
Employee benefits and discount
schemes.
Salary Sacrifice Scheme.
Financial planning.
Mental health aid.
Income streaming services.
Awarding a one-off cost of living
payment.
For more information and advice read
the full article, by logging into the NFSP
website and visiting bit.ly/NFSPliving
or scan the QR Code below.
14 The SubPostmaster August 2022

Available to order 1st – 31st August 2022 | Subject to availability
The NFSP
preferred supplier
For more information please contact: postoffce@vapouriz.com | 01483 779170

NFSP mails support
MAILS SUPPORT
LETTER/LARGE LETTER
MAIL BAG UPDATE
AND BEST PRACTICE
This month we give you an update on the first quarter's journey to achieving
the Letter/Large Letter mail bag compliance. Trevor Magill of Middletown PO
and Dipesh Modha of Edgware Road PO share with you their top tips on how
they have achieved 100% compliance for this mail bag type.
YEAR TO DATE PERFORMANCE TARGET FOR EACH MAILBAG: 95%
1st Class Parcel
Letter/Large Letter
2nd Class Parcel
1 st 2 nd
96.0%
92.3%
96.2%
NFSP Region
THE NFSP MAILS SUPPORT TEAM
Mails support
advisor lead contact
Telephone
number
Email
address
London Parimal Bhatt 07983 794019 parimal.bhatt@nfsp.org.uk
Midland Naina Ardeshana 07983 042535 naina.ardeshana@nfsp.org.uk
North East / Northern Ireland Helen Richardson 07984 221823 helen.richardson@nfsp.org.uk
North West / Wales Cymru Alan White 07983 042613 alan.white@nfsp.org.uk
NTEA Anthony Davis 07399 294949 anthony.davis@nfsp.org.uk
Scotland Vijay Lakhanpal 07983 042553 vijay.lakhanpal@nfsp.org.uk
South East Stewart Swabey 07983 042533 stewart.swabey@nfsp.org.uk
South West Rita Palmer 07983 042526 rita.palmer@nfsp.org.uk
16 The SubPostmaster August 2022

LETTER/LARGE LETTER MONTHLY PERFORMANCE AND TRENDS
97.0
96.0
95.0
94.0
93.0
92.0
91.0
90.0
89.0
88.0
94.1
93.1
93.6
92.9
91.3
91.0
1 2 3 4 5 6 7 8 9 10 11 12
LLL 2022/23 adjusted LLL Agency 2022/23 Flightpath required
As you can see for the first quarter
of 2022/23 we are currently behind
where we need to be in achieving
the Letter/Large Letter compliance
target for Mails Segregation.
The errors for the quarter
continue to be the same as
described in June – 1st and 2nd
Class Parcels, Franked and Meter
mail and non-labelled mail bags.
We really need you and your
collective teams to help stop these
errors happening so that all
postmasters can get the full
payment, including the bonus for
the achievement of Mails
Segregation compliance targets.
Note: After assessing period 3’s data, we are currently raising a number of issues that,
if successful, would improve period 3’s performance for Letter/Large Letter to around 93%. We spoke to
Trevor Magill and Dipesh Modha. Two members who are achieving 100% segregation.
Trevor Magill,
Middletown PO
Trevor purchased mail bag frames
from Amazon to help segregate
mail correctly and displays Mail
Segregation laminates above the
appropriate mail bags.
When Trevor first started to
segregate his mail he emphasised
to his team the importance of
getting Mails Segregation correct.
This ensured his customers
received the best possible service.
Trevor has built an excellent
relationship with the collection
officers so that he can ensure he
has a good supply of mail bags.
He says: “It is important that all
postmasters work together to
achieve the targets.”
It is very important to Dipesh
that all his customers have a
world class service when
visiting his office.
Organisation and preparation
every morning is key to success.
All mail bags are checked to
ensure there is no mail left
inside before being used.
The correct labels are hung on
the hooks for each bag type.
Dipesh says: “Training of new
staff from day one is essential as
well as giving ongoing support
and feedback, especially when
an error is identified.”
Dipesh Modha,
Edgware Rd
PO (Mains)
REMEMBER – FRANKED/
METER MAIL NEVER GOES
IN THE LETTER/LARGE
LETTER MAIL BAG
By following Trevor’s and Dipesh’s top tips in
your office, we collectively have every opportunity
to achieve the Mails Segregation compliance for
Letter/Large Letter. Please contact your mails
support advisor for any help you may need.
August 2022 The SubPostmaster 17

The NET update
AUGUST UPDATE
FROM THE NET
The NFSP’s Negotiating and Engagement Team (NET) meets with Post Office Ltd
(PO) on a monthly basis to raise issues and represent your interests.
The SubPostmaster brings you an update on recent outcomes
ATM UPDATE
The rollout of the new PO
software is now complete across
the network, the supplier support
continues to improve though daily
calls continue with PO and Cennox
to monitor the network and keep
an eye on any issues or trends.
The replacement programme
has started, and the aim was for
35 new installs to be completed by
the end of July 2022. This rollout
must be finished by the end of
2023. However, PO is currently
prioritising machines that have
ongoing issues or are currently
out of service. The rollout will be
in batches and a surveyor will visit
the site. A programme of works
will be sent out to the postmaster
four weeks prior to install.
The new machines will be
slightly heavier than the older
models and will have anti-card
traps, a high grade safe and antigas
attack all built in.
If you plan to have work done
on your office and have an ATM
due for replacement, please let
the ATM team know and they can
liaise with you to see if all works
can be completed at the same
time.
Contact: ATM.team@postoffice.
co.uk
PLASTIC BANK
NOTE ENVELOPES
(PBNES)
We are pleased to tell you that
PBNEs are going to be re-introduced
mid-August. These will be
environmentally friendly, made from
recycled plastic.
They will not be automatically
supplied to branches, only those that
have expressed interest in having them
again. The cash centres will continue
to accept notes with rubber bands or
paper bands as well as presented in
PBNEs.
SECURITY INCIDENTS
There have been a number of
reported incidents whereby a
person arrives in branch and
claims they are making an extra or
additional collection due to driver
shortages. This person is then
allowed into the secure area and
has an opportunity to access safes/
drawers etc.
Collection drivers should NOT be
turning up without ID. Please do
not hand over mails. If in doubt,
phone your local depot or the
central line 03457 950950
,
IT PRINTER ISSUES
The NET have been highlighting
to PO the significant backlog of
tickets with DXC, especially around
the current printer issues and are
seeking answers around why there is
a backlog and what PO are doing to
address this situation.
If you are currently still using non-
Epson ink in branch, please stop
immediately and order new stock
or contact your area manager for an
emergency order.
Pin Pad issues also added to the
problems, many of which were linked
to the PCIS SS changes.
Single position offices that are
‘down’ are being prioritised, but other
offices still find they have significant
waiting times to have their ticket
addressed.
What is being done?
DXC now have more engineers
in the field to reduce the backlog and
have partnered with sub-contractors
to reduce ticket numbers.
Printers are being ‘swapped out’
by DHL and providing the means to
allow PMs to install, therefore freeing
up an engineer to pick up more of
the outstanding tickets..
More printers are being sourced by
PO.
Key messages being sent to PMs
both from PO and NFSP reminding
them not to use incompatible ink.
18
The SubPostmaster August 2022

Each dispenser acts as your very own sales person with
no staff interaction required.
The more dispensers you have, the more add on cash
sales are created.
• Ideal for all retail environments
• Great profit margins (no theft)
• Fast and easy refill
• Secure self service
• Excellent return for 0.5 sqm
• Amazing quality and value / £1 gifts
All machines come with 840 capsules
@ 45p = £378 + Vat
Re-order quantity - 280 Capsules @ 45p = £126 + Vat
To order call us on : 0161 872 0333 and ask for Ian or
email: isamuels@global-journey.com

NFSP support
NFSP MEMBER
FINDINGS: MAY
AND JUNE
What the May and June remuneration surveys show:
A comparison between
May and June 2022 with
May and June 2021,
showed the highest
number of respondents
reported their
remuneration being
down by 0-20%.
The best-selling post
office items are
consistently special
delivery, collections and
returns and banking.
Respondents were asked
which area of retail sold
the most – this, again, is
consistently greeting
cards, stationery and
packaging.
The most reported
concerns were Horizon
issues in May, whereas for
June it was low footfall
and low remuneration.
POSTMASTER PO REMUNERATION
FOR 2022 COMPARED TO 2021
30
25
20
15
10
5
0
April
May
June
July
August
September
October
November
up down about the same
. We asked what Post
Office Ltd (PO) products
members felt they
should be paid more for;
members fed back that
every product needed
better remuneration
o When choosing
individual products,
banking, Mails and bill
payments were the
items members
wanted higher pay for.
Members highlighted
there was a big shift away
from Mails and towards
pre-paid.
o This also highlighted
the frustration felt by
postmasters over online
discounts offered by
other providers.
o Members felt that
many pre-paid
December
POSTMASTER RETAIL REMUNERATION
FOR 2022 COMPARED TO 2021
30
25
20
15
10
5
0
April
May
June
July
August
September
October
November
December
January
up down about the same
January
February
March
April
May
June
February
March
April
May
June
transactions took time
and are not as quick as
they should be.
Members told us loud
and clear that PO should
expand the availability of
courier and carrier
providers.
WHY IS IT IMPORTANT
TO TAKE PART IN THE
MONTHLY SURVEY?
Taking part in this survey
is important because it
allows the NFSP to know
where postmasters need
support.
The NFSP also uses the
data collected for
meetings with MPs,
Government and PO –
the more responses we
receive, the stronger the
evidence.
OVERALL, WHAT
DOES THE
REMUNERATION
SURVEY TELL US?
The main concern that
comes from these
monthly surveys is the
worry that most
NFSP ACTION
NFSP CALL LOG
Every month we collate
calls made to the NFSP to
understand issues across
the network.
WHAT WE FOUND:
The top issue was
Onboarding. Members
wanted updates and to
report that the process was
too slow. We are in ongoing
discussions with PO, which
has subsequently changed
the process and brought in
extra staff. The NFSP
continues to monitor the
situation.
Printers and pinpad
problems were reported by
many members in June,
with the NFSP ensuring
that PO urgently finds a
solution.
Hard to Place (HtP) is
consistently the top
reported issue.
postmasters who
participate in the surveys
are showing a loss of
remuneration month by
month. We need more of
you to take part in these
surveys, so the data
collected is representative
of the membership and
we can fully pinpoint the
main causes. We then
know where to help, not
only to stop these losses
but to get your PO
remuneration back up.
We have twice reported to Ofcom the online discounts
issue as we believe this breaches Royal Mail’s USO.
The NFSP has highlighted to PO that more parcel
providers should be brought into the network.
Retail data shows the products that are selling well. The
NFSP Retail Team is on hand with supplier information
and how to maximise your retail offering: Robert.
clack@nfsp.org.uk
The printer issues members are facing affect parcels
and labels, so we have urged PO to find a solution.
The NFSP has been lobbying extensively for HtP offices
and taken the issue to PO, Citizens Advice, The Rural
Services Network and to Government. Read more
about this on page 22.
20
The SubPostmaster August 2022

NFSP support
POSTMASTERS URGED
TO CONTACT THEIR MP
The letter includes calls for more powers,
training and new equipment
he NFSP is calling on
T
members to contact their
MPs to address mounting
concerns that the Post
Office network is under threat of
collapse.
To help, a template letter is available
for members on the NFSP website.
The letter calls for postmasters to be
given the power to issue one-year
passports, which will ease the backlog
currently faced by holiday-makers;
increased payments for the more
difficult and time-consuming Post
Office products and services; and to
allow post offices to negotiate cheaper
access to fuel and other utilities on
behalf of their customers.
It also calls upon banks to supply
specific equipment and training
required for banking services, a cost
which currently falls to the postmaster.
Members are encouraged to
download the letter, print off, sign and
post to their MP.
Replies are already coming
in and news of the letter
has been picked up by
the national press
and promoted by
stakeholders such
as Citizens Advice
and the Rural
Services Network.
The letter has
also been sent to
new Postal Minister
Jane Hunt, to inform
her of current issues
faced by postmasters,
alongside Nick Read, and the chair
of the APPG for Post Offices. All NFSP
members are encouraged to keep up
the pressure on their Westminster
representatives, even during these
politically turbulent times. You can
News of the
letter has been
picked up by the
national press
and promoted by
stakeholders
download the letter by logging on to
the NFSP website and going to
https://bit.ly/nfspMP
Please email any MP responses to
ruth.buckley-salmon@nfsp.org.uk
If you don’t have a website account
or are unable to obtain the letter
digitally, contact the NFSP Helpline on
01273 452324 for support.
MPS ASKED TO MEET WITH
HTP POSTMASTERS OVER
LEAVING PAYMENTS
Nearly 200 Hard to Place (HtP)
postmasters have been given a
template to write to their MPs
outlining the difficulties faced in
trying to leave the network with a
Leaver’s Payment.
The Leaver’s Payment is only issued
to a HtP postmaster once their post
office has been taken over by a new
operator.
However, this is often challenging
due to declining footfall and mainly
rural locations and can result in
postmasters being forced to close
their offices prematurely due to
ill-health.
Many HtP registered postmasters
are of retirement age and look to the
Leaver’s Payment as part of their
retirement nest egg.
With 41% over the age of 65, and 38%
having an underlying health issue,
there are major concerns that HtP
offices will close without a new
operator, which then deprives the
community of a valuable service.
The letter to MPs was drafted by the
NFSP Public Affairs Team and
sent to HtP postmasters
to print off and send.
In it, the letter
stresses: “The NFSP
believes post
offices are key to
delivering the
Levelling Up
agenda, and are
especially keen to
explore how these
final HtP offices could
be helped by this agenda
as being viewed as a vital
community service, and if there
might be some future funding to save
these services?”
We will report back with any results
of this campaign in future editions of
The SubPostmaster.
August 2022 The SubPostmaster 21

NFSP update
UPDATES FROM BEIS AND
CITIZENS ADVICE ROUND TABLE
Hard to Place, banking services and the overall
condition of the network were on the agenda
T
his July the NFSP met with
the Department for Business,
Energy & Industrial Strategy
(BEIS) to follow up on issues,
including Hard to Place (HtP) offices.
Read more on our HtP letter to MPs
on Page 21.
Discussed was how to reduce the
numbers and ensure postmasters left
with compensation. The NFSP
highlighted that the Post Office Ltd
(PO) plan needed sufficient detail and
to be backed with finances, rather
than to rely on postmasters ‘walking
away’. The NFSP asked again where
the money was that was originally
allocated for the network
transformations programme, which
should have been ring-fenced solely
for HtP offices.
Also raised was the cost to PO
regarding cash errors, with the NFSP
arguing that these could be solved by
the banks providing note counters to
all offices offering banking services;
and post offices issuing one-year
passports – BEIS assured us they
would have an answer to this in the
coming months.
Also in July, Citizens
Advice hosted a roundtable
and a PO
Advisory Group which
included the NFSP,
BEIS, PO and other
stakeholders who sat
down to discuss the
current state of the Post
Office network.
Items discussed were
consumer impacts from changes in
the network, the opinions of the
network from the different
stakeholders, the challenges of
running post offices in terms of
income and costs, and how to
overcome these challenges.
Using information from the monthly
remuneration surveys and 2021
Members survey, the NFSP was able to
“Items
discussed
were consumer
impacts from
changes in
the network”
highlight the need for
Government to truly
support the Post Office
network. More and
more, postmasters’
private retail
businesses are
supporting the network
and without such support,
there would not be a network
the size it is.
However, that could change unless
the Post Office becomes a positive
contributor to the host business.
Further meetings are planned, and
we will update members further in
future editions of The SubPostmaster
and digitally via our Newsletter, the
NFSP website plus our Facebook and
WhatsApp groups.
22
The SubPostmaster August 2022

fast & convenient
ID PRINT SOLUTION

Retail Post office of the month
Some of the local produce sold in the branch boast
the shop's own label. Below: fresh goods are sourced
from a family-run bakery
Eleanor Conner
PRIDE OF SCOTLAND
Eleanor Conner has been the postmaster of Envelope & Bacon since
September 2015. Nearly seven years on, she tells Simon King about how
the business has become a core part of the community, driven by hard
work and determination.
leanor Conner is the owner
E
of award-winning Envelope
& Bacon in Edinburgh,
which, in addition to being
Barnton Post Office, houses a bakery,
deli and takeaway.
Over the years, her efforts have been
rewarded with industry recognition.
She has won many awards including
Post Office of the Year, Prestige Award
for the last three years 2020, 2021 and
2022 and the business has been highly
commended at the UK Retail Industry
Awards for two years running.
Prior to taking over the business,
Eleanor used to help people set up
their own businesses and prior to that
she was a marketing manager.
She also lived in Thailand for three
years and ran her own business,
called Things Pretty, for eight
years.
“I used to buy lots of
products from
Thailand and come
back and sell them,
which included lots
of jewellery and
fashion accessories,”
she says.
“This was always a
busy post office. When
I took over, we knocked
down the fortress, extended
the space at the back and added
lots of new products. I wanted to make
it a destination shop for people to
come to.”
Unsurprisingly, Covid comes up
“I wanted to
make Envelope
& Bacon a
destination shop
for people
to come to”
quite early in our conversation.
“Covid was quite horrific for us
because I couldn’t serve hot food in
the shop and I could only serve it
outside,” Eleanor says. “But I couldn’t
do that because I needed the queue
for the post office. Basically, I
had to shut down the
bakery and the
takeaway side.
“We lost £90,000
last year. Everybody
still wanted paying
– luckily, we could
furlough our staff
and I worked by
myself for the two
lockdowns.
“The other downside to
that was because I couldn’t
serve hot food, I lost so many
customers, while a nearby competitor
revamped its store, put in ‘The Kitchen’
and started selling similar hot food at
cheaper prices.
24
The SubPostmaster August 2022

“After years of
building up our
customer base, we
are getting customers
coming back.”
Eleanor sources fresh
food from a family-run
bakery, and the ‘delicious food’ is a
big draw.
On the post office side, Eleanor says
that sales of stamps are down,
highlighting recent price increases.
“In Covid times, we were very busy as
people posted so much, because they
couldn’t see their family or friends, but
that’s dropped off now,” she says.
“Banking is definitely up because all
the banks are shutting. In July, the
Bank of Scotland branch across the
road from us closed, which although
sad, is good news for us – this was the
last bank in the area.
“Online shopping is massive, so we
do end up having a lot of returns;
that’s a market that’s growing as well.”
Eleanor has started to pick up some
“We try and
get as much
Edinburgh
and Scotland
products as
possible”
banking business on the back of Bank
of Scotland closure.
“However, not everybody
is aware that we can give
out cash,” she says.
“We need to make
people aware that
we can offer those
services. People will
go to the old Bank
of Scotland branch;
realise it’s closed and
not know how to get
their money and make
transactions.
“Our banking for deposits has
increased and we’ve handled a lot
more cash – in the last year, we’ve
handled more than £600,000 and
we’re just a local post office.”
On the retail side, Eleanor is a
veteran of trade shows and local fairs
and the store has a large focus on local
produce.
She says: “This includes using
Scottish artists for our greeting cards
and handmade sweets. We sell local
honey and honeycomb; teas and
coffees from Edinburgh companies
and a shortbread from a local supplier.
“We try and get as much Edinburgh
and Scotland products as possible
because the produce is amazing and,
in our cooking, we use as many
ingredients as we can from Scotland.
“There are some fantastic companies
in Scotland and it’s nice to sell local
products. Lots of customers like to buy
gifts and post them to friends and
family, so we try and have lots of
Scottish things for them to buy as well.
“We do try and be different and
unique, because local suppliers’
products are not available in the
supermarkets – as they’re not mass
produced, the quality is amazing, and
the people are lovely. They’re
supporting us and we’re supporting
them.”
Eleanor has uploaded to Facebook
Greeting cards feature
works by Scottish artists
August 2022 The SubPostmaster 25

Retail Post office of the month
and Instagram examples of dishes she
has made, which is a perfect way to
communicate the company’s food
offer.
The business also runs a loyalty card
for hot food. For example, when
customers have bought seven hot rolls,
they get their eighth one free.
“We’ve ‘given away’ 250 + hot rolls, so
the loyalty element really does work
and it’s kind of nice to give something
back,” Eleanor says.
Envelope & Bacon has also signed
up to Flipdish, an app aimed at
independent business.
“On the app, customers can order
online, and we offer 20% off their first
order.” She says. “We have our own
cakes, chutneys and jams with our
name on and we have labels that we
put on the sandwiches to promote the
business.
“The take up of the app has been
pretty good, but I need to promote it
more often. Currently, we just offer
collection, we don’t do deliveries, but
that’s something I’ll look into.”
Eleanor recently presented at the
NFSP Retail Show 2022 about the
challenges postmasters are facing
today, she shared some helpful
insights and solutions about what has
helped her get through.
She says: “Due to the way the post
office is evolving, sadly, you need to
have a good retail offer. The post office
is nice to have, I really appreciate the
footfall, but it doesn’t provide enough
money to pay the salaries and the rent.
“While postmasters have challenges,
you have to keep looking at what you
can do to grow your business.”
Eleanor continues: “The post office is
what it is; we are very limited in what
we can do to influence that, but it’s
about making your post office the best
ELEANOR’S TOP TIPS FOR POSTMASTERS
DON’T UNDERESTIMATE
SOCIAL MEDIA
“Envelope & Bacon has Facebook and
Instagram accounts and I try and post
new content most days, with details of
offers or new products.
“Facebook is good for customer chat and
customers also use Facebook Messenger
to send their orders. You can’t have a
business and not have some form of
social media.
“It’s a no-brainer – it’s a must – you have
to have some form of social media to
promote your business because
everybody is online now. We get a lot of
good feedback from social media and a
lot of people follow us.
“It’s a way of reaching out to your
customers and letting them know what
you do, and if you’re consistent, it does
pay off.”
INTERACT WITH CUSTOMERS
“Customer service and the community
are the biggest parts of our business,”
“Our customers are like our friends and
family, and we know most of them by
name. People like to chat in-store,
however, in the big stores, they are very
soulless, and you can go through the
whole shopping experience and not even
say ‘hello’ to anybody.
“When customers come into my shop,
we always greet them and ask them how
they are.
“At Christmas, we host a party and invite
everybody and it’s free to attend – we
had a singer last year.”
Eleanor says that the look of a business is
important too.
“Our shop is always clean,” she says. “We
always have flowers, and it looks inviting
– it’s just a nice little happy place.”
it can be.
“It’s important to promote products
that enhance the post office.
Stationery is a fantastic seller in my
business, as well as greeting cards and
gift wrap. We sell lots of envelopes and
brown paper, too.”
Looking ahead, Eleanor knows
exactly what she wants next for her
business.
“In the long term, I’ll look to continue
to grow the business,” she says.
“Opportunities for growth could
include deliveries, maybe more of an
online presence and build awareness
of our app. We’re always looking at
new products as well and we even
thought about applying for an alcohol
licence, so we could serve Prosecco
with afternoon tea, for example.
“If you’re different and you offer
something a bit special, people will
come. You have to put your sparkle on
it and make it inviting for people.”
Sadly, Eleanor reports that a number
of postmasters are downhearted.
“Most of us have invested our life
savings into our businesses,” she says.
“You wouldn’t buy into a franchise
knowing that it really isn’t financially
viable – we’re in this position, so we
need to make the best of it.”
SHOP TALK
Envelope & Bacon, Whitehouse Road,
Edinburgh
Size: 540sq ft
Staff: Four (one full-time and three
part-time)
Opening hours: 9am-5pm (Monday
to Friday)
PO counters: One (open counter)
PO services: Mails, banking, Drop &
Go, foreign exchange, DVLA
Retail: Bakery, deli, takeaway, dry
cleaning, stationery, cards, local
products and gifts
26
The SubPostmaster August 2022

FROME
R Frome
Mapping licensed from
Ordnance Survey
aCrown copyright 2022

NFSP retail support
RETAIL HELP
IS AT HAND…
Here at the NFSP we offer a full range of retail
support for postmasters. No matter what type of
post office you have, we can work with you, giving
ideas on how to reduce costs, and increase income
across all areas of your retail business.
N
FSP Director of Retail &
Commercial Robert Clack
says: “The postmaster’s
retail offer is more
important than ever. Our recent
member survey indicated that, for
many offices, retail is now their largest
source of income. Without it, their
offices might not be viable. We have
many great examples of postmasters
who have worked to develop their retail
business to great effect and are now
reaping the benefits. If you want to
improve your retail sales, then help is at
hand from the NFSP Retail Support
Team.”
“Our recent NFSP Retail Show at
Stratford showcased a number of
offices who, like many of you, have
experienced real challenges over these
last few years but also demonstrated
what you can do to mitigate this and
significantly improve your sales.”
One such example came from
Eleanor Conner, the postmaster at
Barnton Post Office in Edinburgh who
spoke of the many difficulties she had
faced but overcame them with
practical solutions which helped her
through difficult times. Eleanor’s story
was an inspiration to us all and you can
watch her presentation here https://
bit.ly/nfspEleanor
To read more about her successful
business please go to page 24.
Get in touch today and
see how Amanda might
be able to help.
Call 01273 034247 or
email retail@nfsp.org.uk
A major addition to the support the
NFSP can provide to members is the
addition of Amanda Pedley, our new
NFSP Senior Retail Advisor. Amanda is
field based and can offer one-to-one
support in many ways, from video calls
to retail visits.
If you are looking for help in deciding
which of our retail partners to use, or if
you are looking to give your retail a
freshen up or complete overhaul,
Amanda is on hand to help.
Amanda has a vast amount of
knowledge in retail and is available to
offer her expertise to members.
Our retail work at the NFSP also
involves sourcing the very best retail
partners who can offer real value, help
and support. Each of these carefully
chosen partners offer fantastic
products, many at great discounts to
members. Our ethos is: “work with
experts”. Businesses who are at the top
of their game and have their finger on
the pulse. Partners that can offer you
28
The SubPostmaster August 2022

eal support and remove much of the
work for you.
One of our greeting cards partners,
Woodmansterne, spoke about the
benefits of working with professional
businesses at our recent Retail Show in
Stratford. Andy Paterson, Sales Director,
gave many great tips and advice on
how best to operate your card business
and was well received.
The full video of Andy’s presentation
can be found here: https://bit.ly/
nfspAndy
The benefits of working with experts
was also highlighted at the Retail Show
by the postmaster at Boroughbridge
Post Office, Nigel-Hamilton-Evans.
Nigel spoke passionately about how
he has developed and rebranded his
business and how he learned from his
mistakes.
Learn about how Nigel improved his
business by working with experts here:
https://bit.ly/nfspNigel.
Here at the NFSP, we are also
continuing to encourage you to make
the most of digital technology and we
see this as an important tool in
attracting new customers, promoting
your business and showing what you
do.
Robert Clack says: “It’s vital that we
use all the tools at our disposal to
attract new customers and showcase
what we are about. One of the best,
easiest and no cost ways to do this is to
use ‘Google Business Profile’
“This is a great free website that lets
you personalise your own store and
engage with your customers. I can’t
recommend it highly enough.”
One member already using Google
Business Profile to great effect is
Dipesh Modha, the postmaster at
Edgware Road in London. Dipesh
attended the recent Retail Show in
Stratford. He presented its benefits and
how it had really helped him improve
his business.
His full video can be found here
https://bit.ly/nfspDipesh
We have a number of toolkits
available via our NFSP website offering
help, support and advice and we are
continually
growing these
to help
members. You
can find them
at https://bit.ly/
pmretailkit or
scan the QR
code, right.
So, if you are like many offices who
are looking to improve their retail,
increase your sales and improve your
profits, the NFSP Retail Support really
can help you.
We look forward to helping you.
Get in touch today by calling
01273 034247 or email
retail@nfsp.org.uk
Links to all
the videos listed
in this article
are on the
NFSP Website
https://bit.ly/
nfspretailshow
or scan the QR
code, right.
MAXIMISE YOUR PROFIT WITH THE LATEST ID & PASSPORT SYSTEMS
PASSPORT PHOTO SYSTEM
WITH PHOTO UPLOAD DIRECT
TO UK & IRISH ONLINE PASSPORT APPLICATIONS
AVERAGE ANNUAL PROFIT £7000 (BASED ON 4 PER DAY)
GENERATES CODE FOR ONLINE APPLICATION
KEY FEATURES:
• INCLUDES SUPPORT & TRAINING
• PLUG & PLAY EASY TO OPERATE
• CREATES CODES FOR ONLINE APPLICATIONS
• DIGITAL/EMAIL & PAPER FORMAT
• ALL COUNTRY PASSPORTS, ID, DRIVING LICENCES, VISAS ETC
CLICK QR CODE
FOR MORE INFO
FOR MORE INFORMATION CONTACT DLK PHOTO
T: 028 9077 4455 | E: info@dlkphoto.co.uk | www.dlkphoto.co.uk
August 2022 The SubPostmaster 29

NFSP planning ahead
AUTUMNAL
OFFERINGS
The summer holidays are winding down and
soon the kids will be back at school. This is a
time where things get done as we all start the
long road to the end of the year. Here are a few
tips to give your sales an autumnal lift
THINKING OF YOU WEEK
From 19 – 25 September, Thinking of
You Week will see people all over the
world sending cards to friends,
neighbours, colleagues or loved ones
to tell them that they are in their
thoughts. The Greeting Card
Association have a toolkit with
promotional material that you can
download. The toolkit is available on
their website at
https://bit.ly/nfspthink
hinking of You Week is
T
coming up in September and
Diwali in October. Meanwhile
this is also the time of year
where people think about selfimprovement
and kicking bad habits.
STOPTOBER
Like Dry January, Stoptober is the
major annual event to encourage
smokers to quit for 28 days. Here’s how
you can help. Public Health England
advocate using e-cigarettes to help
quit smoking. In fact, they claim that
people who choose the vaping route
have some of the highest quitting
success rates. Our NFSP retail partner
Vapouriz (see page 15), has become
one of the most successful and widely
respected leaders in the UK Vaping
industry. Why not get in touch with
them today to find out how you can
get involved?
FIREWORKS
With Diwali in October and Guy
Fawkes Night in early November, it’s
very much the season for fireworks. If
there is an organised display in your
community, then why not get in touch
with them and see how you can get
involved. Or if you’re thinking of selling
fireworks to your customers, then we
strongly recommend that you
familiarise yourself with the policies
and guidelines. The UK Government
has a good resource for this on their
website: https://bit.ly/nfspplan or scan
the QR Code below.
DIWALI is on 24 October. Why not
get in touch with our retail partner
Davora, to order your Diwali cards in
time for the festival?
TRICK OR TREAT
Halloween is one of the biggest family
events of the year. Think about putting
on spooky displays and decorations, for
your customers that choose to
celebrate. Don’t forget those costumes
for kids and sweets and treats for the
neighbours to hand out.
SEPTEMBER
4-7 SEPTEMBER –
AUTUMN FAIR, NEC The UK’s
marketplace for wholesale home, gift
and fashion held at the NEC
Birmingham in September.
19 – 25 SEPTEMBER –
THINKING OF YOU WEEK
OCTOBER
3 OCTOBER –
DISPLAY CHRISTMAS STOCK.
There are plenty of options with our
many NFSP retail partners to ensure
that you’re well stocked for Christmas
24 OCTOBER – DIWALI
Our partner, Davora cards, will have
everything you need.
31 OCTOBER - HALLOWEEN
NOVEMBER
5 NOVEMBER – BONFIRE NIGHT
25 NOVEMBER – BLACK FRIDAY
30
The SubPostmaster August 2022

NFSP retail partners
GREETING CARDS
CASH COUNTING
PACKAGING AND STATIONERY
VAPING
Cherry Orchard
Publishing
01684 295500
info@cherryorchardpublishing.co.uk
www.cherryorchardpublishing.co.uk
Safescan
01233 645645
info@safescan.com
www.safescan.com/en-gb/nfsp
IPS Retail
01923 639800
sales@ipsretail.co.uk
www.ipsretail.co.uk
CALENDARS
Vapouriz
0800 6440000
nfsp@vapouriz.com
www.vapouriz.co.uk
Davora Limited
0161 6410655
sales@davora.co.uk
www.davora.co.uk
Tellermate Ltd
01633 637123
sales@tellermate.com
www.tellermate.com
Unique Calendar
Company
01935 823241
mike.ucc@btinternet.com
www.unique-calendar.co.uk
PASSPORT AND ID SYSTEMS
TRANSPORT
Affinity Vehicle Leasing
0800 0607070
info@affinity4u.co.uk
www.affinity4u.co.uk
Otter House Limited
01392 824300
sales@otterhouse.co.uk
www.otterhouse.co.uk
The Great British Card
Company
01452 888999
sales@great
britishcards.co.uk
www.greatbritishcards.co.uk
Noel Tatt
01227 811600
michael@noeltatt.co.uk
www.noeltatt.com
Into the Green Publishing
0800 529 8790 (freephone)
07795 957995
pete.r@intothegreenpublishing.com
www.intothegreenpublishing.com
Woodmansterne
01923 200600
sales@woodmansterne.co.uk
www.woodmansterne.com
BUSINESS TRANSFER
MERCHANT SERVICES
Handepay Merchant
Services
0800 3777382
michael.liposits@
handepay.co.uk
www.handepay.co.uk
SumUp
ivan.petkov@sumup.com
www.sumup.co.uk/nfsp
GIFTWARE
History & Heraldry
01709 730700
postoffice@
historyheraldry.com
www.historyheraldry.com
Global Journey
0161 8720333
isamuels@global-journey.com
www.global-journey.co.uk
MOBILE PHONE
ACCESSORIES
DLK Photo
028 90774455
kevin@dlkphoto.co.uk
www.dlkphoto.co.uk
PHOTOGRAPHY AND PHOTOBOOTHS
Facebox
07973 561514
d.antell@btinternet.com
www.face-box.co.uk
Because it Matters
Peleman
01403 321902
sales.uk@peleman.com
www.peleman.com
INSURANCE
UKGlobal Chester Ltd
01244 566206
steve.jones@
ukglobalgroup.co.uk
www.ukglobalgroup.co.uk
WASTE MANAGEMENT
1st Waste Management
01202 393001
l.tiani@1stwaste.co.uk
www.1stwaste.co.uk
UTILITIES
SLUSH MACHINES
SnowShock Limited
0330 0536132
sales@snowshock.co.uk
www.snowshock.com
HOME STAIRLIFTS
Acorn Stairlifts
0800 0739850
csmith@acornstairlifts.com
uk.acornpartner.com
BOOKS
The Cut-Price Bookstore
01482 866695
dom@cutpricebookstore.co.uk
www.cutpricebookstore.co.uk
ATM
NoteMachine
0800 068 9368
enquiries@notemachine.com
www.notemachine.com
Cashzone
01707 632839
sales@cashzone.co.uk
www.cashzone.co.uk
Humberstones
0800 7318340
jp@humberstones.co.uk
www.humberstones.co.uk
Mr Mobile
0161 7452210
sales@mrmobileuk.com
www.mrmobileuk.com
Love Energy Savings
0203 9039660
info@loveenergysavings.com
www.loveenergysavings.com
Cash on the Move
0207 7943664
sales@cashonthemove.com
www.cashonthemove.com
August 2022 The SubPostmaster 31

IPS RETAIL
AUGUST UPDATE
Don’t miss out on the biggest retail opportunity of the year...
Call, or visit online for our latest Back to School offers and prices,
including a fantastic launch offer from Pilot Pens!
BACK
IN
STOCK
RUBBER BANDS
Natural and Assorted
50g Packs - Available now!
NEW!
Available now!
The IPS Retail
Summer 2022
Catalogue featuring
Back to School -
Look out for a copy in
The SubPostmaster
magazine!
www.ipsretail.co.uk
PROUD PARTNERS
OF THE NATIONAL
FEDERATION OF
SUBPOSTMASTERS
* Offer prices exclude VAT, RRP includes VAT. All orders are subject to acceptance and to our full terms and conditions of sale. All products are subject to
availability and all items, offers, specifications and prices are correct at the time of going to print and are subject to change without prior notice.