Post Office has launched a new concept store format aimed at bringing more face-to-face services back to UK high streets while creating additional revenue opportunities for postmasters.
Branded Post Office Plus, the initiative will transform selected branches into multi-service community hubs where trusted partner organisations provide specialist advice and support alongside existing Post Office services. The first two sites open this week in Barnsley and Derby, with plans to roll out more locations across the UK later this year.
The concept has been developed in response to growing consumer demand for in-person support during major life events, despite increasing use of online services. Research commissioned by the Post Office found that more than half of consumers would be likely to use digital skills training if it were available locally, while almost half expressed interest in face-to-face energy switching and will-writing guidance.
Launching with three founding partners, Utility Warehouse will offer advice on energy, broadband and mobile services, Octopus Legacy will provide estate planning and will-writing support, while Good Things Foundation, sponsored by Amazon Web Services, will deliver digital skills and online safety guidance.
Neil Brocklehurst, chief executive of the Post Office, said the initiative would help keep valuable services on the high street while supporting postmasters.
"At a time when people increasingly want access to trusted face-to-face services close to home, Post Office, as the UK's largest retail network, will help keep those essential services on the high street," he said.
"Post Office Plus is designed to complement our existing branch network and gives partners space to offer valuable in-person support to customers at a location they trust.
"Post Office Plus will deliver tangible benefits for everyone involved – more support for customers, new opportunities for partners, and new revenue streams for postmasters."
The Post Office said the new model is intended to strengthen the role of branches as community hubs at a time when many town centres have lost other in-person services. It added that the additional partner offerings will increase footfall, encourage spending with neighbouring businesses and reinforce the role of post offices at the heart of local communities.
Post Office minister Blair McDougall welcomed the launch, describing it as "an exciting new chapter for the Post Office and for our high streets".
"As set out in our response to the Green Paper on the Post Office, this Government is backing the Post Office to succeed, investing £500 million over the next two years to transform it into a modern, efficient business that remains at the heart of communities across the UK for decades to come," he said.
Sid Atwal (C) ranch manager at Derby City Post Office with his teamPhoto: Doug Peters/PA Media Assignments
Sid Atwal, branch manager at Derby City Post Office, said demand for personal advice had grown as more services moved online.
"One of the biggest changes we've seen is the decline of in-person services and places where people can access support," he said.
"For many people here, being able to sit down with someone, ask questions and get guidance makes a real difference.
"Post Office Plus gives us a new way to respond to what customers are asking for locally, while showing how branches like ours can play an even bigger role on the high street."
The Post Office said the initiative forms part of its wider transformation strategy to build a more commercially focused business for operators by diversifying branch income and creating new partnership opportunities, while maintaining post offices as key anchors of local high streets.