The Post Office has opened its latest ‘Next Generation’ branch in Luton, as part of a major transformation drive to modernise the network and improve customer experience.
Located close to the former WHSmith site where the town’s main post office once operated, the new branch officially opened on 30 September and is run by postmistress Smita Verma. It is the largest in the pilot programme so far, joining similar branches in Pitsea, Aldbourne and four other locations across the UK. A seventh pilot is set to open in Fakenham, Norfolk, later this month.
Developed in partnership with retail design specialists ITAB, whose clients include Morrisons and Pets at Home, the new format is the result of 18 months of research and consultation. The initiative focuses on operational efficiency, customer needs, and clearer communication of the Post Office’s full service offer – particularly banking and travel money, areas which research showed over a third of customers were unaware they could access in-branch.
Luton Post Office
The refreshed stores feature digital information screens, ‘identity walls’ for passport photo services, and a service directory on the storefront highlighting available products and carrier partnerships such as DPD and Evri. Behind the scenes, new PUDO (pick-up and drop-off) storage has been added to support growing parcel volumes.
The updated look retains the familiar Post Office red, complemented by a new purple accent colour and a cleaner, more contemporary layout.
“This initiative signals a significant evolution in the Post Office’s retail strategy – one that blends heritage with innovation to meet the demands of today’s consumer,” said Steve Fox of Post Office’s Transformation Delivery Network. “The ‘Next Generation’ programme represents a bold step towards making the network fit for the future and reinforcing its role as a vital community hub.”
Smita Verma inside Luton Post Office with signage showing three core service areas: Banking, Mails, and Travel Money
Verma, who also runs a branch in Hoddesdon and plans to open another in Halstead, said customer response in Luton has been overwhelmingly positive. “It’s spacious and streamlined and tells customers exactly what we do and why we’re here,” she said. “It’s definitely a popular addition to Luton and we’ve had a huge amount of footfall in the first few weeks of opening. Customers tell me they love the new look. I’m very proud to be running one of Post Office’s ‘Next Generation’ branches.”
A full evaluation of the pilot will take place in the coming months, with a wider rollout dependent on Department for Business and Trade (DBT) funding.