SPONSORED: ‘A thriving Post Office for every community’

SPONSORED

Walk down almost any British high street and you can understand why voters want change. Shops have closed and services have moved online over the last decade. For many people, high street decline is a visible symbol of something bigger: a feeling that they are being overlooked and left behind. 

Our new Prime Minister has committed to make change felt in every postcode. His early days in office signal he understands that while governments can publish strategies, pass legislation and announce investment, ultimately voters judge success differently.

Why high streets matter 

Andy Burnham’s focus on high street renewal matters. If the Prime Minister and his ministers’ promise of change is to mean something, people need to be able to see and feel that change where they live. August has seen several announcements from the new government about high street renewal, with policies to support the retail sector – business rates relief for pubs, social clubs and music venues in England alongside new powers for councils to manage the increasing number of vape and betting shops.

Any serious plan for high streets must recognise the role of an institution which never left: the Post Office. While much has changed, each week, over ten million people still use their local post office to collect parcels, withdraw cash or pay bills. With more than 11,500 branches across all four nations, we remain one of the few organisations with a physical presence in every part of the UK. 

And that is why in the government’s forthcoming High Streets Strategy, ministers should recognise post offices for what they are: independent businesses that keep high streets busy, support local spending and provide access to essential services. Unlike pubs, clubs and live music venues, post offices are not currently included in the plan to cut business rates bills in England next year, despite the vital social value they deliver in community life, valued at nearly £4 billion across the UK annually. 

Extending rates relief to post offices across all four nations would offset the expected £29 million rise which post offices are forecast to pay annually – a figure which disproportionately falls on smaller and rural branches. Cutting business rates for post offices would directly benefit the small business owners who run them.

Transforming Post Office and investing in communities 

Alongside government, business has a role to play in investing in high streets too. At Post Office, we need to deliver that modern retail experience which our customers expect.

That’s why we are investing £120 million over four years to modernise and improve the customer experience in post offices, with new signage, improved branch layouts and better self-service options to reduce queues and simplify operations. My hope is that this investment in our branches boosts a sense of pride in the local area and demonstrates the Post Office’s long-term commitment to UK high streets.

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Post Office Plus 

Post Office has been serving Britain’s towns, cities and villages for generations. With the right conditions, we intend to play an even greater role in daily life in the years ahead. 

This summer, we have renewed our commitment to the UK high street with our new Post Office Plus model. The idea is straightforward. At a time when more services are moving online, many people still want face-to-face support for important life decisions. 

Our research found that around half of consumers would be likely to use services such as digital skills training, energy-switching support and will-writing guidance if those services were available in person in their local area. To meet that demand and help with the cost of living for our customers, we have partnered with Utility Warehouse, Octopus Legacy, and Good Things Foundation, who each bring specialist support in these areas, with the ambition to onboard government partners soon too.

At our first locations in Barnsley and Derby, the Post Office branches have been transformed into community hubs, bringing in our partners on different days of the week to provide guidance for customers during important life moments. The Post Office Plus model makes it easier to access services in a familiar, trusted high street location.   

We are rolling out more locations across the UK this year as part of the pilot. As the government looks at how to deliver change in the years ahead, ministers should consider how they can use networks like Post Office’s to make change felt on the high street and support people with the cost of living challenges, including by hosting a range of government support and services in these locations.

Time to deliver 

As the House returns and we head into conference season, the government will be thinking about the next three years in the lead up to the general election. The first years of this government have been about setting direction. Now they must make that change feel real to voters.

Post Office faces a similar moment. In 2025, we launched our own plan to transform the organisation by 2030 into a modern, sustainable business. We have laid the foundations and now we must deliver.  Plans and strategies matter, but people ultimately judge success by what they see in their daily lives.

If the Prime Minister is to make good his promise of change, it must be visible on the high street. Busy local businesses and accessible services make communities feel more connected and optimistic about the future. 

With our new Post Office Plus model and £120 million investment to modernise branches, our ambition is to have a thriving post office for every community – supporting growth and opportunity on high streets across the UK.

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