Supporting postmasters

19 June

Will you be restarting branch visits soon?
We have received positive feedback on the support Area Managers have provided over the last few months. As part of our planning, we are looking at restarting branch visits as soon as it’s safe and practicable. Some engineer and mystery shopper visits are also resuming and we’ll provide external visitors information about social distancing measures in branches.

Why have you switched off the Branch Hub mailbox?
As the majority of questions needed to be forwarded on to other areas of the business to resolve, such as the Branch Support Centre and IT Service Desk, we decided to close the Branch Hub mailbox down. It is more efficient for you to contact these teams directly, where there is dedicated support available to help you. We have also been making continuous improvements to the registration and log-in experience on Branch Hub, so you can now do your own self-service password and account resets using either your security answers or National Insurance Number.

It’s still important to us that your questions are answered and your issues are resolved. Please contact the following Post Office teams directly, who will be able to help with your enquiries:

  • For general questions about Post Office:

  • For remuneration queries: or alternatively call 0333 345 5569

  • For technical issues (registration, password reset, etc): click here for our registration and log-in FAQs. To report an IT issue, you can raise an incident or start a live IT chat on Branch Hub, or call the IT Service Desk on 0330 123 0778.

  • If you still can’t find what you need, please contact your Area Manager or Branch Support Centre on 0333 345 5567.



11 June

What are the We’re Stronger Together regional events about and how do I attend?
Yesterday (Wednesday 10 June) our Chief Executive Nick Read emailed Postmasters across the country inviting you to regional events taking place in July. We know you are busy but it would be great if you can find the time to join. They are virtual events and a chance for us to hear your views and thoughts which will feed in to our plans for the future.

If you missed the email and video you can see it here. Register for the events here.


21 May

Do we still need to complete the Anti-Money Laundering compliance training by 26 May?
Postmasters have raised some concerns about the Anti-Money Laundering compliance training which was due to be completed by 26 May. We know it’s a difficult time and we have continued to monitor the current situation. For any team members who have been on furlough or are currently not working, we have extended this to be completed by 14 July.


24 April

Is there anything Post Office can do to help me recruit additional staff in my branch at this time?
We’re asking people to register interest in working in a Post Office in their local area. If you complete this form and someone is looking for a job in your area, a member of our Retail team will be in touch to introduce you. We are not guaranteeing candidates a job at their local branch but will set up an introduction if you have an opportunity available. If you are interested, you can register here


17 April

Why should I start using Branch Hub?
We’ve launched this early so you can change your branch hours for Covid-19 issues and this will update in Branch Finder within 24 hours so customers are aware of the change.

We’ve also updated our Knowledge Base to help you with frequently asked operational questions, you can report IT issues and track their progress. You can even chat online to an IT agent for IT issues.

We’ve been listening to you and we’re currently working on advice on PPE and hope to include an ordering facility very soon to enable you to top up your supplies.

The benefit of registering now is that you can access all the great developments as soon as they’re launched. If you need it for changing your hours or for IT issues now, you can start using it today by clicking here. Registration, using your Smart ID, takes about 2 minutes. If you’ve got any questions, concerns or any feedback about Branch Hub contact the team directly by email.


9 April

What is Branch Hub?
Branch Hub is our new online platform which we are developing to make it quicker, easier, and more convenient for you to access Post Office information and services. 

We’ve brought forward the go-live which means it’s now possible to change your Branch Hours for Covid-19 issues using Branch Hub. The information you record will then update automatically in Branch Finder within 24 hours. You can also access our growing knowledge base about frequent operational questions, report IT issues and track their progress, and online chat to an IT Agent for IT issues. 

Branch Hub is available now and you can start using it today by clicking on this link.

Once you’ve registered using your Smart ID, it takes about 2 minutes. You’ll receive an email with more details about features coming soon, and useful links too. If you’ve got any questions or concerns about Branch Hub contact the Branch Hub team directly by email to:

Do I still need to use ServiceNow?
The introduction of Branch Hub means that we will be decommissioning the ServiceNow Classic app that was initially piloted 18 months ago. If you are currently using the ServiceNow Classic app or still have the app on your phone or tablet, you will need to delete the app following these instructions for Apple, or these for Android.


26 March

When can I contact our Branch Support Centre?
So that your Branch Support Centre [BSC] and IT Helpdesk can offer the best service and answer calls faster during core branch business hours, from Friday 27 March the opening hours will be:

  • Monday to Friday from 08.30 until 18.00
  • Saturday from 08.30 until 16.00
  • Sunday closed

They will continue to operate an answer phone service outside of opening hours and will get back to you as quickly as possible.

25 March

What support can we expect from the Area Managers?
A year ago we set up the Area Manager field team structure and this team will continue to support branches during this period of uncertainty. We have postponed face to face events in line with government advice; our Area Managers will be continuing to support branches. 

If you have any questions or concerns, please contact your Area or Regional Manager.

24 March

How do we support social distancing for collection and deliveries?
Royal Mail, Parcelforce and our Supply Chain teams are following social distancing for collections and deliveries. Please try to have mail or cash ready to collect at the collection point and please also continue to maintain a minimum distance of 2 metres where possible. 

Can I let a CViT driver use my welfare facilities?
Due to the closure of so many retail and hospitality venues our CViT drivers may need to ask if they can use your welfare facilities. Please make the facilities available where possible to help our drivers maintain good hygiene. Please follow the usual advice around hygiene and observe the 2 metre social distancing.

27 March

How can I prove I have Key Worker status if I’m stopped on the way to work?
We appreciate some of you are concerned about you and your team being stopped by authorities such as the police when travelling to and from work, as people are told to only leave home for exceptional reasons.

We have produced a letter confirming Postmasters and branch teams are designated as providers of critical services or Key Workers by the Government during the current Coronavirus crisis. You can use this letter yourself and you can print off copies to hand to your team as necessary.

If you would prefer a version of the letter that contains your Area Manager’s details, in case the authorities require further verification of your role, please let your Area Manager know.


23 March

How do I prove my Government Key Worker status?
Postmasters and their teams have been designated as Key Workers for the purpose of Government advice on schools closures. At this time of national emergency, Key Worker status means that you should be able to access school and/or nursery provision for your children. You can download a letter for your branch and give to your team members as needed to demonstrate that they are key workers. You can then contact your local authority to direct you to the nearest school or childcare provider in your area.

19 March 

What is the guidance for REM delivery drivers when handing over boxes?
The iBox is no different to any other surface or object a postmaster will come into contact with and therefore, please maintain good standards of personal hygiene and wash your hands frequently in line with government advice. 

Is there a difference between old bank notes and the new polymer bank notes when it comes to the virus and handling them?
We should assume that both Paper and Polymer bank notes can carry the virus for a short period of time and therefore it is important that hand hygiene processes are followed in line with government advice.