End of self-service in Post Offices, longer queues

Crumbum

At my local Post Office in Brixton the Self-Service Kiosk (SSK) has been permanently closed.

Brixton Ferndale Rd. PO is a major branch which had many self-service options such as Drop and Go and Post and Go. When the queue for counter service was 20 or 40 minutes, you could go to the SSK, which had a separate queue, maybe 2 minutes long, and use the self-service equipment. When the staff noticed that you were there, one of them would walk to the terminal in the SSK to help you and give you a receipt. Now the counter service staff are not allowed to do this. The SSK has been blocked off.

I complained to PO customer services, and was told that the contractors who operate Post Offices are allowed to do this. The PO will not instruct the contractor to reopen the SSK. (In this case the contractor is UOE. The staff wear UOE-branded uniforms.)

Is there another site where I should post this? I can't find another national group of Post Office customers online.

Jemma01

By PO customer service, you mean headquarters? Or the local branch? What was the reason the branch decided to do this?

Crumbum

Yes, the main PO customer services, which can be emailed. Local branches don't have a customer services dept.

The team leader at the branch wouldn't tell me the reason. "None of your business. I don't have to tell you. The manager has a good reason." Can I speak to the manager? "No. He doesn't work here."

Crumbum

In case anyone's interested, here's the full text of my complaint and the PO response.

'My local Post Office, 82 Ferndale Road, Brixton, has permanently closed the self-service area. Nobody can leave a parcel and get a receipt without joining the queue for counter service. This often fills the Post Office and goes out on to the pavement.  So why would anyone queue for 40 minutes to use Drop and Go?'

………………………………

'Thank you for getting in touch with us to raise your concerns about the Self-Service Kiosks (SSK's) at the Brixton branch. We're sorry your expectations weren't met. 

You've explained the Postmaster has permanently closed the SSK's at the branch. This means that customers are having to be served at the main counter, which is leading to long queues and increased wait times. We appreciate this must be extremely frustrating for both yourself, and other customers using the branch. 

We need to start by explaining that branches in the Post Office Limited network are operated by independent third parties, hereafter referred to as the "Postmaster". The Postmaster (which may be a company, sole trader or partnership) is responsible for providing the services and for the premises. The Postmaster is also responsible for the day-to-day running of the branch and is the employer of the members of staff who work in the branch. Services at this location are operated by UOE. 

Branches are expected to be staffed in line with their business requirements; Those operating Post Office branches understand the balance between staffing sufficiently to meet customers’ needs, and ensuring their branch is viable to run - this is essential to protect and secure Post Office services in our communities.  

In order for the SSK's to be used, this requires a member of staff to ‘host’ the machines. Some branches may not be able to operationally spare a member of staff to serve on the SSK's, as this means taking someone from the main counter. Customers' needs are becoming increasingly more complex, and it's important we’re able to fulfil those needs properly. Sometimes, this means staff may need to spend more time with some customers in order to provide the service they require.  

With all the above said, we have raised your concerns with the Management Team responsible for the branch, so the can review and address your concerns as appropriate. Please be aware however, we're unable to provide updates on action taken with, or by, the operator. 

Please also be assured that all complaints are logged on our system, and this information is made available to relevant teams at Post Office so they can monitor the service provided moving forwards. 

Thank you again for taking the time to share your experiences with us.'

…………………….

'Thank you for your reply. 

I doubt UOE will make any changes in response to my complaint. You seem to be saying that the Post Office is allowing UOE to permanently discontinue self-service. In which case, the Post Office site should not state that the Brixton branch offers Drop and Go or Post and Go.   https://www.postoffice.co.uk/branch-finder/0290084/brixton  

Alternatively, UOE could put a notice in the branch informing customers of the times of the week when the branch usually has a short queue. It's immensely frustrating to walk across Brixton from my home with a parcel, with no idea whether the queue will be 2 minutes or 20 or 40 until I get to the branch. It's an astonishingly primitive, backwards service level for a modern postal service. 

May I also suggest that, instead of having a member of staff in the self-service area full time, staff at the counter could walk to the self-service area when they see a customer is there? It's only a few feet and it would be good for their health.  At busy times, the queuing time for self-service would be reduced from about 40 minutes to 2 or 3 minutes.' 

jamesrcmd

They did the exact same thing in my local branch which is inside a TGJones.

Crumbum

Where's that?

Spoonie_Turtle

The new name for WHSmith (except in airports and train stations, where they've not changed hands).

Crumbum

Which town?

messia07

There was some talk about the main post office in my town, high street closing down. my local MP was campaigning to keep it open, it didn’t close but got franchised. So.. instead of 5/6 post office workers there is only 2 workers now, serving customers.. which results in unhappy workers, long lines and angry customers.

Like most companies now, they have decided to put profits first and believe that its perfectly acceptable to have shops/stores understaffed and expect the remaining workers to do more.

soolin

I live in a large greater London town ,25+ years ago we had a large Crown post office, it changed into a small one and for the last 15 years ago it has been in our local WH Smith (now TG Jones) . An average day queueing time was around 20 - 25 minutes, often more and there were rarely more than 2 counters open, on one notable occasion both closed and went to lunch before a brief argument from the queue resulted in them realising their error and opening a single counter again. We had (or may still have) 3 self service machines, of which usually one or two only were operational.

However luckily I no longer use the PO, I literally didn't have the time to waste queueing to drop my parcels off. I couldn't use the self service as my post was all pre paid, so queuing was my only choice.

We now have several local shops that offer RM alongside other couriers, I take my pre labelled post in and get a tracking receipt , I rarely wat more than a minute or two. I can also take all my other courier parcels now which significantly outweigh the number of RM items I take. I'm off in a few minutes to drop yesterdays sales off, I'll need to visit 2 shops as I have several different couriers to use, my RM post can go in either shop.

Interestingly, the ads I get from RM about my post and dropping it off mention the PO as the last resort, they suggest courier shops first before eventually saying I can also drop off at a PO if I want. I've always thought it looks like RM are distancing themselves further from any connection to the PO- a trend that started when they introduced a difference in cost between using RM and the PO for postage.

jamesrcmd

https://forums.moneysavingexpert.com/discussion/comment/81985213#Comment_81985213

A large town in Essex.