Post Office launches centralised wellbeing resources for Postmasters: a unified support network

The Post Office has announced a new initiative to centralise and simplify access to wellbeing resources for Postmasters, responding to the unique challenges and pressures they face in today’s retail landscape.

Over recent years, Postmasters across the UK have faced significant adversity due to the growing threat of retail crime. The surge in shoplifting and violent incidents, documented in the 2024 ACS Crime Report, has only intensified the demand for comprehensive support. With 5.6 million incidents of shoplifting reported in the past year and over 76,000 violent incidents against retail workers, Postmasters have been operating under immense strain.

The Christmas period brings both challenges and opportunities for retailers. Increased footfall and higher stock levels to meet festive demand inevitably lead to a greater risk of criminal activity. Police recorded crime figures show shoplifting has risen year-on-year for every month since 2021, underlining a growing concern for the sector. With these pressures in mind, retailers are bracing for a demanding trading period, balancing the need to capitalise on the seasonal boost in sales with the necessity of safeguarding their operations against theft and other crimes.

In response, the Post Office has collaborated with the National Federation of Sub-Postmasters and Voice of the Postmaster to create a centralised wellbeing platform designed to address these critical issues.

At the heart of this initiative is the newly introduced centralised repository on the Branch Hub app—a single point of access to a wide range of resources. The resources are organised into three key areas: "I Need Help Right Now": Immediate support for Postmasters in crisis, offering quick access to emergency services, mental health first aiders, area and business support managers, and organisations like Samaritans. "More Support and Guidance": Practical resources, including security advice, social media abuse help, guidance documents, and links to external organisations such as Citizens Advice and Mind. "Access Community Support": Opportunities for Postmasters to connect with peers through WhatsApp and Facebook groups, as well as in-person meetings organised by the Post Office.

This unified approach reflects a new spirit of collaboration between historically independent groups. By pooling resources and expertise, the Post Office, the National Federation of Sub-Postmasters, and Voice of the Postmaster have created a shared wellbeing network that is accessible to all Postmasters, regardless of affiliation.

Mark Eldridge, Postmaster Experience Director said: "The wellbeing of Postmasters is a top priority. This initiative ensures that anyone who needs help can find it quickly and easily. It’s about creating a culture of care and resilience in the face of the challenges our Postmasters face every day. If the initiative means helping just one Postmaster, then we have done our job successfully."

Tony Fleming, Postmaster at Thorne Post Office said: “I know first-hand the challenges of running a high street retail business and Post Office. We recently had an armed robbery in our branch which was incredibly difficult for the person faced with this violent threat, as well as the wider team. It’s a traumatic experience to go through as part of your day job and having the immediate support of the Wellbeing resource was invaluable – it really was wellbeing personified and gave me and everyone in the branch the support to get back to doing what we do best, serving our fantastic community in Thorne.”

Paul Patel, Postmaster from Hampshire, said: ‘It has been a difficult time for all Postmasters who continue to serve their communities every day often feeling alone in their daily work life. It’s such a privilege to collaborate across the network to support Postmasters wellbeing from forming friendships to guiding for more professional support.’

Christine Donnelly, NFSP, said: ‘From a Postmaster perspective this works on several levels. It is an easily accessible resource that offers advice and facts, but it also says by implication that we care, that participants from different areas of the business recognised a need and worked together to make it the best it could be. It says you are not alone or the only one - how can you be if there is a whole site available?’

The Post Office remains committed to evolving this network in line with Postmaster feedback, ensuring it continues to address emerging challenges. The centralisation of resources marks a significant step forward in supporting the mental and physical health of Postmasters across the UK.