Post Office Services: Edinburgh West

Christine Jardine Excerpts

Monday 27th November 2023 Commons Chamber

[Christine Jardine (Edinburgh West) (LD)]

The subject of the debate is post office services in Edinburgh West. Although it is about my constituency, the problem could just as easily apply to many constituencies throughout the country. Indeed, I have not spoken to a single Member who has not said that their constituency faces the same problem with post office closures as we face in Edinburgh West.

When I was thinking about the debate, I wondered what the answer might be if I asked any of the children in my constituency what a post office was and what they used it for. I also thought they might look at me with astonishment if I told them that what they now regard as part of the local shop was once the organisation that provided everything from our telephone services at home, our mail and all sorts of Government forms, to pensions and stamps.

[Jim Shannon (Strangford) (DUP)]

I commend the hon. Lady for bringing this matter forward. Last week, the parliamentary group of the Democratic Unionist party met the Northern Ireland sub-postmasters association. Every one of those issues that she mentions were discussed with us. We were told that those opportunities were no longer available in the post office, by which I mean MOTs, car tax renewals, and passport renewals. The post office was also used as a community hub. All of those things highlight how important post offices were. I know that the hon. Lady has said all of that, so I hope that, in his response, the Minister can give us some succour and respite in relation to what the post offices can and should do.

[Christine Jardine]

The hon. Member makes a very good point. These were all vital services. Not so very long ago, post offices were central to communities up and down the country. They also provided some of the most spectacular examples of architecture, and they dominated our town centres. The local post office was where I applied for my first driving licence. I opened my first savings account there and queued for what seemed like hours every Christmas to make sure that the family’s cards and presents went off safely to various parts of Australia and Canada—but not any more. The Post Office I grew up with in the 1960s had 25,000 branches. In 2021, that figure had more than halved to 11,415, with more than half of those listed as vulnerable. The organisation itself lost £597 million in the same year.

In Scotland we have the biggest problem in the UK, having lost more than 6% of our post offices in the past two years alone. In Edinburgh West, two have closed and one has been relocated to a different area in the past year. As I said earlier, this problem is not isolated to Scotland or to Edinburgh West. One third of rural post offices are now offered as part-time outreach services.

[Matt Rodda (Reading East) (Lab)]

The hon. Lady makes an excellent point. This is a truly national problem, which unfortunately affects the whole of the UK. Indeed, there is also a related problem of postal deliveries not appearing on time, which is having a huge effect on many residents. I have had closures of post offices in my constituency in Reading and Woodley, and also severe problems with residents not getting post on time, leading to people missing out on paying their bills and many other things.

[Christine Jardine]

That is a good point. The national service is being undermined. As the hon. Member mentioned, deliveries are not being made. Moreover, one third of rural post offices are now only part-time outreach services, open for an average of five and a half hours. It is not the service that we knew for many years and that communities are entitled to expect.

The irony of all this is that the Post Office still generates around £5 billion for the economy every year. In constituencies such as mine, which has lost 70% of its bank branches since 2015, we increasingly rely on the post office for banking services and so much more.

[Richard Foord (Tiverton and Honiton) (LD)]

I would like to share with my hon. Friend a short quote from a letter that a constituent of mine wrote to me about the reduction of Driver and Vehicle Licensing Agency and other Government services at post office branches. He said:

“Having worked for the Insolvency Service, I am aware that there are many people who do not have bank accounts, are better able to manage their affairs using cash, or need the reassurance of a face-to-face transaction to avoid getting into difficulties.”

Does she agree with my constituent?

[Christine Jardine]

I most certainly do agree with my hon. Friend’s constituent. Citizens Advice tells us that almost 20% of people still visit their post office weekly for one of the services that he mentioned. That increases to 23% of those in rural areas, 27% of carers, 22% of over-65s and 21% of disabled people, so there is a need in our communities. On the DVLA services that my hon. Friend mentioned, the contract with the Post Office ends in March next year. Currently, the Post Office handles more than 6 million DVLA transactions annually, which contributes £3.2 million per year to postmaster remuneration.

People rely on their post offices for all these services, yet we are seeing them fail because they do not have the support that they need from the Government. It is not worth their while; the postmasters who are closing in my constituency tell me that they do not have the support that they need. If we are to save what was once rightly claimed to be the front desk of Government in our communities from becoming an adjunct slotted into shops that are willing to put up with it, we need something to be done quickly.

[Mr Alistair Carmichael (Orkney and Shetland) (LD)]

We have all heard the point about post offices being the front desk of Government, but at the same time we are told that Government services will be digital by default. Is not the root cause of the problem the lack of strategy that would stem from a coherent Government position?

[Christine Jardine]

My right hon. Friend is absolutely right: there is no coherence to the Government’s position. Digital services do not work for everybody. Not everybody wants them. As with so many of our public services—buses, trains, the NHS and water—we need a recognition that this issue needs action now. It needs investment, and better support for those who supply the services. The reality is that some people will not be able to lead their lives as they would wish without the services that our post offices have traditionally offered, which are being undermined. Most do not want to; they enjoy the comfort of having a post office. They enjoy being able to pop in, particularly in rural communities, and buy their stamps, or collect their pensions.

This week, I was at my office in Edinburgh West. A gentleman stopped me in the street and asked me, ironically, whether I knew where the nearest post office was. Fortunately, I did. He had an A4 envelope in his hand. He said, “I need to get a stamp and post this, and I can’t find one,” so I directed him along the road. A post office is a simple thing, but they are vital to communities up and down the country. If the Minister, or the Prime Minister, has any doubts I would be more than happy to take them to a post office in Edinburgh West and introduce them to the many people who use the services that are still available—but I would quite like to do it while I still can, and while they are still there.

--- Later in debate ---

[Kevin Hollinrake]

The hon. Gentleman is absolutely right. I say that both as a Member of Parliament serving a rural area and as postal affairs Minister. We want to make sure that every citizen of this entire nation is served properly. Post offices do an important job in that. We need to make sure that post offices are there, not just due to Government support, but because people use them. There are some things that we are working hard on to try to make sure that the level of remuneration, which lies at the heart of this debate, is improved.

As the hon. Member for Edinburgh West is aware, Duart Crescent and Blackhall post offices have both unfortunately closed in recent months, due to their respective postmasters choosing to resign; they were not closed by the Post Office. The Post Office is advertising those opportunities to local retailers to try to reinstate services.

[Christine Jardine]

On the Minister’s point about Duart Crescent, yes, the postmaster resigned, but it is proving impossible to get a replacement there and in Blackhall, because the remuneration does not encourage them. Perhaps he will bear in mind another important point: we are all buying things online, and consumers are driving that change, but Royal Mail delivers a lot of them and we often go to the post office to return or collect them.

[Kevin Hollinrake]

The hon. Lady makes an important point, and I will come to those comments shortly. Remuneration has to be part of the solution.

Barnton post office and Davidson’s Mains post office are both under a mile away respectively from the previous outlets at Duart Crescent and Blackhall, so there are post office services, and I understand that there are public transport routes to those services, although I have not been myself. The Government understand the disruption that the two recent closures will no doubt have caused. In October, Broomhall Drive post office opened, following a local consultation exercise in line with Post Office’s principles of community engagement, after the temporary closure of the St John’s Road post office.

Let me turn to future opportunities. Post office banking services are really important—again, they are important to remuneration—and there have been some issues with deposit limits. The Economic Secretary to the Treasury and I have applied a certain amount of pressure to banks and UK Finance to ensure that that situation is resolved, and it has improved to an extent, which is good news. We have also legislated, through the Financial Services and Markets Act 2023, for access to cash, which is really important. The Financial Conduct Authority is required to ensure that people have access to cash.

[Christine Jardine]

I thank the Minister for giving way again. Does he agree that, when the contract is up shortly, a longer contract, to ensure stability for post offices with the banks, and the creation of more hubs that involve post offices, will be essential?

[Kevin Hollinrake]

Absolutely. This is a real opportunity for the network, and not just for a longer-term contract for more stability. It has the banking framework, which forms its relationship with the banks. The banks have made around £2.5 billion of cost savings through the closure of branches. We think that a greater share of those savings should be provided to the post office network to improve remuneration and invest in productivity tools for postmasters, such as cash-counting machines, so that the job of running a post office is more lucrative. We see that as a big opportunity.

In the banking framework, we have been clear with UK Finance and Post Office that they should be ambitious in negotiations and secure extra remuneration for the network. There were some improvements to remuneration in April, but I am aware, as I speak to postmasters all the time, that those improvements have not gone far enough in their view. I work closely with the National Federation of SubPostmasters, and we hear these views all the time, so we are very alive to the difficulties.

The other big opportunity that the hon. Lady implied is in the increasing number of parcels couriered around our country. There has been an exciting development in the parcels market for the Post Office, which has just launched something called Parcels Online. For the first time, Post Office will offer a multi-carrier in-branch proposition: because the exclusive agreement with Royal Mail has ended, a customer can go into a post office and use the services of DPD, Evri and others, which are being sold by postmasters. That is a great opportunity for postmasters and may well lift their revenue. That is the kind of future we see for post offices: providing access to cash and banking services—and getting paid better and more lucratively to do so—and offering parcel hub opportunities. Those are both really important services.

The hon. Lady mentioned banking hubs. That is a slight bone of contention, in my view. At the moment, they have not really been co-located with post offices, and I would like to explore with UK Finance more opportunities for co-location where space allows. It makes little sense to have two different units on the high street when we could have one really sustainable unit. That is something we are looking at too.

On what the Government can do through direct support, we have provided more than £2.5 billion over the past 10 years and will provide £335 million between 2022 and 2025. We have also provided around £50 million through the annual network subsidy for rural post offices, as well as other measures we provide to the general business community, such as rates support worth £13.6 billion. Another £4.3 billion was announced in the autumn statement.