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WELCOME TO
COURIER
LONG SERVICE
In your latest edition of Courier, we’re recognising the colleagues who reached 50 years of service in August, September and October 2024. Congratulations to all and thank you for your continued service.
AUGUST
Vincent Ballard, Bethnal Green Delivery Office
Philip Dyer, Middleton Delivery Office
Michael Harvey, EC1 DO Mount Pleasant
Ian Hutchinson, Tyneside Mail Centre
Ian Killon, Royal Mail Pensbury Place
Nigel King, Dorset Mail Centre
Peter Morris, Mount Pleasant Mail Centre
John Regan, Western (B) Delivery Office
Michael Rowe, Exeter Mail Centre
Christopher Sawicki, South West Parcel Hub
Leonard Waddington, York Mail Centre
SEPTEMBER
Paul Harvey, Manchester East Delivery Office
Colin McErlean, Gatwick Mail Centre
Ian McMullon, Peterborough Mail Centre
Peter O’Brien, Barnet Delivery Office
David Russill, Gatwick Vehicle Operating Centre
Steven Wallace, Dorset Mail Centre
Stephen Irvine, Royal Mail Edinburgh
OCTOBER
Alan Clark, Dartford Delivery Office
Alan Cuthbertson, Birmingham Mail Centre
Stephen Hammersley, Northern Ireland Mail Centre
Christopher Holmes, Leeds Mail Centre
Raymond Humphreys, South Ockendon Delivery Office
Barjinder Kalley, Twickenham Delivery Office
Brian Macey, Bristol Mail Centre
Brian Pearson, Willesden Delivery Office
Peter Rafferty, Prenton Delivery Office
Steven Waters, Warrington Mail Centre
Mark Woodland, Worcester Delivery Office
Kim Pitman, Pontypridd Delivery Office
James Robertson, Airdrie Delivery Office
FIND OUT MORE
Scan here to visit our recognition page for all colleagues celebrating long-service awards each month from August 2024 onwards.
In this issue
PENSIONS EXPLAINED
Understand your future finances with this special pull-out.
ROLE MODEL
The Northampton colleague delivering in more ways than one.
How our teams delivered for the 2024 General Election. 16
CRIME CALLING
The phone fraud costing millions and how to help us fight it. 22
PRINTING
Acorn Web Offset Limited, Normanton WF6 1TW
MAILING
MAMS, 4 Middleton Grove, Leeds LS11 5BX
DISTRIBUTION
To notify HR of a change of address, employees should email HRSC. Personal.Data@royalmail.com or write to The HR Service Centre, Pond Street, Sheffield S98 6HR. Pensioners should write to: Pensions Services Centre, PO Box 5863, HRSC, Pond Street, Sheffield S98 6AB
ADVERTISING
To advertise in the next edition of Courier, email
royalmailadvertising@linney.com for details of availability, suitability and rates. Courier is delivered to c.145,000 homes four times
AUTUMN
Big contract win
A joint and impressive pitch with both Royal Mail and Parcelforce has led to a fantastic two-year contract with JD Sports Fashion plc (JD Group), which began in September.
JD Group is a leading international multichannel retailer of sports fashion and outdoor brands. The Group has more than 3,400 stores and is proud of the fact that it always provides its customers with the latest products from the best brands.
We’ll be receiving parcels from its main distribution centres in Rochdale and Trafford Park plus its 360 JD Sports stores across the UK. A minimum of three million parcels will come through our network, with aspirations to reach up to six million per year.
JD Group was after highquality service, speedy, compliant and secure delivery to its customers and a courier that can handle its peak demand.
Penny for your thoughts
Royal Mail colleagues are being encouraged to share ideas to help control costs and make savings, as part of Every Penny Counts. Email everypennycounts@royalmail.com to submit your ideas or visit its Workplace page – no suggestion is too big or too small.
COURIER AWARD Courier has been named Best Internal Publication at the 2024 Internal Communications and Engagement Awards.
KING’S CROWN
The Royal Mail brand logos, known as the Cruciform, used across England, Wales and Northern Ireland, now feature the King’s crown.
MYDOORSTEP PDA APP More measures added through MyPerformance putting even more data in the hands of our posties.
We must deliver urgent
After a few months getting to know the business, working alongside Group CEO Martin
Seidenberg (below), Emma Gilthorpe assumed full responsibility as Royal Mail CEO last month.
The move came just over a year after Martin took over as both Group CEO of International
Distribution Services plc and interim CEO of Royal Mail. While continuing to work closely with Emma, Martin will now focus firmly on building value in IDS.
When Martin joined, Royal Mail was losing more than £1 million a day. Now, he says, “considerable progress has been made”. However, while the business is beginning to recover, help is required – principally from Ofcom, when it comes to reform of our Universal Service Obligation (USO) – to give Royal Mail a “fighting chance”. Letter volumes are down from 20 billion to 6.7 billion, meaning the Universal Service is not sustainable in its current form. “The future is, I’m afraid to say, parcels,” Martin told The Times in a wide-ranging interview, and he urged Ofcom to move faster to ensure a sustainable model for letters, built on what customers need today. “It’s massive. It just needs urgency because other countries have changed
The road to green
We’re already the UK’s greenest delivery company, with the lowest reported carbon emissions per parcel, and continue to take steps to reach Net Zero by 2040.
We’re deploying 2,100 electric vehicles (EVs) this year and increasing our use of Hydrotreated Vegetable Oil (HVO), a lowcarbon biofuel which reduces direct fuel emissions by around 90% compared to diesel. In the last financial year we deployed 10 million litres across six sites to refuel our trucks. This year, our Yorkshire Distribution Centre will switch to HVO and we’ll increase volumes at our current locations, with a target to use 27 million litres over the year.
We have the UK’s largest electric vehicle delivery fleet with more than 5,000 EVs, and the first of our 2,100 new EVs are arriving at sites ahead of Peak, with 600 expected to be delivered by mid October.
Fleet feat
The latest investment in electric vehicles forms part of a wider investment in our fleet, with 5,300 new vehicles in total. The investment we have made, one of the largest in recent years, replaces 12% of our total fleet including Parcelforce and Relay.
COURIER CATCH-UP
Browse previous issues at myroyalmail.com/courier or by scanning the QR code.
USING QR CODES
Use your smart device’s camera to scan codes throughout this edition of Courier for more features and interviews.
change, insists Martin
and we need to change as well. And that’s something which is really, really bothering me, because that’s the one thing I can’t change myself. It needs a regulator to change that.”
Reflecting on Emma’s appointment from Heathrow Airport and other key appointments, Martin said he wanted “some people with really good logistics expertise to beef the team up”.
It was, for Martin’s first year, part of a “few vital things that needed to be done” to stabilise the business, though he adds: “We shouldn’t underestimate the amount of change that still needs to happen”.
With Martin urging a team effort, saying “you can’t transform a company that employs around 130,000 people without taking them with you”, he says the focus is now on improving quality
of service, expanding customer choice and convenience, adding: “If we can get regulatory reform in place quickly, I am sure there is a brighter future ahead.”
MEET EMMA See pages 6-9 for an interview with Royal Mail CEO Emma Gilthorpe.
MORE ON USO Ofcom provides an update on page 14.
Protecting customer information
Understanding the importance of protecting customer information is key to building and maintaining customer trust. Knowing how to handle ‘personal’ data ‘with care’ has never been more important, especially when it comes to our Redirection, PO Box and Keepsafe products.
As part of our Building Customer Trust campaign, we shared a video based on real events highlighting the importance of protecting customer Redirection information and the impact not doing it correctly can have. If you haven’t seen it, speak to your manager or workplace coach.
If you are ever in doubt, reach out, it’s always better to check the steps and avoid regrets.
Scan the QR code for more information to support you in dealing with Redirections, PO Boxes and Keepsafe services in the correct way.
Incredible teamwork
When a fire in Liverpool led to the closure of our Parcelforce depot, the teams from the region came together to amazing effect to keep delivering to our customers without issue.
Emergency services were called to Huyton Industrial Estate to tackle a large fire that was tearing through a recycling centre. While the Parcelforce depot was unscathed, it was closed as the fire crews fought the blaze nearby and dealt with the aftermath.
For four days, with the support of the Network Team, parcels were diverted around the region and teams at Stoke, Manchester, Preston and Deeside depots, helped their colleagues when they needed it most. Once the depot was reopened it took just a week for the backlog to be cleared and operations to return to normal.
The efforts from all the teams involved were a testament to how swift organisation and incredible teamwork can help us maintain a great service to our customers, no matter what problem we may face.
WATCH Scan the QR code to watch colleagues tell the story.
POOLING RESOURCES
The Parcelforce Liverpool team was supported by the region’s other depots.
should bring opportunity with it.
In terms of differences, I think we should have a stronger safety culture. The aviation sector takes safety extremely seriously and everyone follows the standards to the letter. With 85,000 employees and 250,000 customers on site every day, we had to be constantly vigilant. I know Chief Operating Officer Alistair Cochrane is on the same page so together we’re going to really focus on making safety count.
I would also like to see us truly embed a culture of mutual respect and inclusivity. In 2024, this shouldn’t be something we have to teach and learn – it should simply be part of who we are. I’d like to see us make more headway on that journey.
What attracted you to Royal Mail and what is your vision for the future of the business?
I’ve worked in regulated infrastructure businesses that have been pioneers in their sectors – just like Royal Mail. Heathrow is more than 75 years old, but we only started flying in the early 1900s, so it was right there at the beginning of commercial aviation. Royal Mail is a people-powered infrastructure business. We’re all about connecting people with post and parcels – important things they
need and care about.
For me, that is a beautiful marriage because I love people and get my energy from the people I work with. Of course, you have to make sure your people are on board, and I never underestimate that challenge. But this business has a huge heart and a vital purpose in UK society. That’s a great start.
We’re working hard on our vision and mission so we can give everyone clarity about the journey we’re on. But it’s not a right-angled turn, there won’t be great surprises. The key part is how we make ourselves fit for the future in a business where letters remain vital – but declining – and our position in the parcel sector is hugely competitive. We need to evolve our skills and focus on different things from what we might have focused on in the past. Hopefully it will also deliver some simplicity to our business because we certainly do like to make things complicated!
What do we need to put in place to get on an equal footing with our competitors?
We really need to become more engaged with our customers and clear about who those customers are. We talk a lot about members of the public and the doorstep, which is a critical moment of truth for us.
One of my jobs is to reconnect everybody with what’s brilliant about Royal Mail and Parcelforce.
But they’re often not the people who are directly paying for our services. We want the doorstep experience to be amazing, but we also need to understand the customer upstream more than we do currently. We’re all customers in everything we do every day, and we need to deliver the service that we ourselves would want to receive. It’s easy to say, but hard to do consistently unless we understand those expectations and we’re prepared to work hard to be reliable.
This is the first time we’ve had a CEO of Royal Mail and a CEO of IDS – how will you and Martin Seidenberg work together?
Martin and I get on brilliantly and from the moment he first interviewed me there was a very strong rapport. I strongly believe that you work for people, not businesses, and that’s very true of our situation. There’s complete trust between us and I really respect his knowledge and capabilities, and I think he respects mine. It’s a huge opportunity having a structure that enables absolute focus on Royal Mail – which we’ve never had before – and then an added focus on how we get the best out of the Group.
What can our colleagues expect from you? What is your leadership style? What are your personal values?
I’m naturally pretty informal, but clear and straight-talking. I don’t believe in beating around the bush, but I absolutely believe in being kind. Communicating clearly, but in a compelling way that people can understand, is important to me and I’m generally pretty good at getting people excited about things. I want this to be a high-performing team – it’s important that I do my job to the best of my abilities, and I want everybody who works for us to feel the same.
I love team sports because there’s nothing more exciting than being on a winning team, even though it can be tough when things don’t always go your way. But we have to pick ourselves up and go again. In high-performing teams, we look out for each other, we understand where we’re headed, we know the goals that we have to meet. And when you meet them – that’s a great feeling.
We have one of the largest workforces in the UK; what do we need from our people in order to compete and win?
I want our people to believe that we can be a brilliant business again. We are not the business we were 10 years ago – for good reasons – and we’re evolving all the time. What I need is for people to be open to positive change and to recognise that we cannot stand still in a competitive parcels market.
Take lockers for example: we passed the target milestone for lockers early –which was a great achievement – and we’re ahead of the game. But it’s a different way of interacting with our customers and a non-traditional way for them to use Royal Mail. We’re also pushing for Universal Service reform, which could involve widespread change to how we operate, but is essential for us to have a sustainable business long into the future.
Technology will play a huge part enabling our strategy so its something I’m excited to start working on with Steve Potts, our CIO, especially after a long period of underinvestment.
Of course, I expect colleagues to input to our plans – that’s how we’ll get things right and how people will feel part of the bigger picture.
We also need to become more obsessed with the customer – our rivals certainly are and we’re missing a big opportunity if we don’t focus on bringing the customer voice into everything we do.
We also need to embed recognition and be consistent about it. This is how you create a working environment where people can thrive. Every day I see people doing a brilliant job and it’s really important that we recognise their efforts – with a simple thank you or by using great schemes like the Heart of Royal Mail Awards.
Outside of work, what are you most passionate about?
I have four kids, ranging in age from 16 to 24, plus two dogs, Molly and Meg. We are also extremely close to my mum who’s a huge part of our lives.
I feel very strongly about finding time and space to balance yourself. I play badminton regularly because I love being in a team, and I do yoga and pilates for the mental and physical benefits. I hate the gym! In a busy job and having a busy home life, finding moments of calm is very important for everyone’s wellbeing.
I love to travel, most recently to the Lake District and Cornwall. Last year we went further afield to India, which was amazing. Life is always busy, but I wouldn’t have it any other way. I lost my father when I was quite young, and I think it taught me to make the most of everything.
OUT AND ABOUT One of Emma’s first visits was to the North West Super Hub.
Prepared for parcels
With 6% increase in parcel volumes* – and further growth in mind – we’re making significant investments to prepare ourselves to prosper in the future.
The Parcel Sortation Machine (PSM) is a major part of Royal Mail’s commitment to competing in the parcels market. Over the last eight years, we’ve successfully deployed 36 PSMs in 28 plants across the UK. Our PSMs have vastly
increased our efficiency in sorting parcels – we currently sort more than 80% of our parcels automatically.
Approval for investment in a further three PSMs earlier this year will provide us with the capability to automate an additional
21,000 parcels per hour in total.
Back in August, the first of the three PSMs was installed in Leeds, with Plymouth following in September and Exeter due this month. These are the first PSMs for Plymouth and Exeter, providing parcel automation capability to the Southwest.
For Leeds Mail Centre the new installation is its second PSM, reflecting the fact that it is one of the largest mail centres in the country with some of the highest processed parcel volumes.
“We are one of the biggest mail centres in the country with a big catchment area,” says PSM Manager Inder Arora. “We have the space, we have the duty structures, so the mail will get through the pipeline quicker –straight in, straight out during the day, and it helps to deliver the customer promise.”
“The volumes of parcels coming into this plant have risen quite dramatically,’ adds OPG John Deery. “The arrival profile has changed, so the mail from hubs is presegregated and comes to us earlier.
“Now the business has switched to a 9.30pm despatch on late shift – no longer 10pm – so it’s very important to have two machines to give us the chance to get the mail on the road for 9.30pm,” he added, reflecting on our new National Workplan.
Through our continued investment in parcels automation, we will be able to compete more effectively for business and meet the demands of our customers.
PARCEL SORTING MACHINES
Leeds Mail Centre recently had its second PSM installed.
WE’RE WORKING TO SUIT THE CHANGING NEEDS OF OUR CUSTOMERS.
Going large, going live
As part of our ongoing investment in parcel automation, we’re introducing more Large Parcel Conveyors (LPCs) into our operation following their successful deployment in 2022 in Gatwick and South Midlands mail centres.
A further 10 mail centres will be receiving LPCs to support their increased parcel growth and improve capacity, ease congestion and tackle space challenges. Providing improved handling capability of large parcels up to 30kg, LPCs also give a Dimension Weigh Scan (DWS) for each item, contributing to our commercial revenue protection targets to ensure we are fairly paid for the size and weight of the parcel.
LPCs will be going live in Jubilee and Tyneside mail centres during October, closely followed by Medway, Birmingham, Northern Ireland and Home Counties North mail centres, which will be going into operation before Peak. Chelmsford,
Greenford, Bristol and Leeds mail centres will be next, going live in early 2025.
New levels unlocked
We are continuing to expand our growing parcel lockers network. From January 2024, Royal Mail customers will have access to more parcel lockers thanks to a new partnership with YEEP! – whose network with us will grow to 3,000 by the end of next year, building on our earlier agreement with Quadient.
We’ve also confirmed plans to get our own Royal Mail parcel lockers in the next year.
This is all part of advancing our Out of Home offering, which also includes 5,000 Collect+ stores and the Post Office.
By early 2025, there will be 20,000-plus locations where Royal Mail customers can send and receive parcels. As well as lockers, this includes 11,500 Post Office branches, 5,000 Collect+ stores, 1,200 customer service points and 1,200 parcel postboxes.
Chief Commercial Officer Nick Landon said: ‘This partnership and our growing
number of parcel lockers are an important part of our strategy to expand our options to make sending and receiving parcels as convenient as possible.
‘We are working hard to modernise and transform our business by offering a wider range of options to suit the busy lifestyles and changing needs of our customers across the UK.’
LARGE PARCEL CONVEYORS
Ten mail centres are getting LPCs over the next few months.
PARCEL LOCKERS Customers will soon have access to more parcel lockers.
Sizing up the future
Meet Rob Fowler, the Parcelforce Managing and Operations Director who is back where it began for him and focusing firmly on the future of parcels.
My experience is rooted in the parcel industry. I started as a graduate at DPD and stayed there for a decade, working all over the business before working with start-ups in the electric commercial vehicle industry. More recently, I ran a consultancy
business before joining Royal Mail two years ago as Fleet Director. I’m proud of what we achieved in Fleet during that time under difficult circumstances. We made improvements, we moved forwards and, whilst there is still lots to do, I’m confident the Fleet department is in very good hands.
Starting with Parcelforce
My experience in Fleet helped me in my early months with Parcelforce in the sense that I didn’t feel like I was coming in completely new, and I knew a lot of the right contacts internally. You want to have the time to look at the business and assess it, to see where the strengths are and where things can be improved, recognising the challenges and the position Parcelforce is in.
WE’RE STRIVING FOR 0% FAILURE. EVERY PARCEL THAT ISN’T DELIVERED IS A PROMISE WE BREAK.
Initially it was a case of listening, learning, and ensuring we have a clear goal we can all work towards together. I love leading big teams. DPD was a high-performing culture providing a great service – the strongest in its segment. And what’s really exciting is driving an industry-leading service culture in Parcelforce. It is a business built on strong foundations that can really be a key part of Royal Mail.
What Parcelforce does best
Service is key. We’ve seen volume decline and we’ve felt it on the ground, which is why great service and commercial success are so important. Parcelforce is a premium carrier, so customers expect a premium service. We want to be delivering quality service and an outstanding doorstep experience. We want to get parcels through the network and revenue through the door. And everyone in Parcelforce is on board. I’m already seeing a determination throughout the business to hit the highest standards, and service has really improved as a result. The last six months
have run at over 97.5%, and this is a great achievement, but we still want more. I’m confident we can keep pushing and get back to 98% and even 99%, and we know that it will translate into the commercial success we’re looking for.
Of course, we’re always striving for 0% failure because every parcel that isn’t delivered is a promise we break, a customer promise failed. This mindset in all our teams will be key to our success.
Planning ahead
We have already done a lot of work to make the parcel network more efficient for everyone. We’re aligning technology so Parcelforce can handle Royal Mail parcels and vice versa, trialling delivery-only routes to increase our productivity, and we’re going through our own indoor transformation.
Ultimately, everything we’re doing is to create the most efficient and effective parcel business. We are great at delivering medium and large parcels through our loose-load network. Being able to deliver big parcels successfully and efficiently is really valuable for Royal Mail as a whole, and Parcelforce wants to be part of a brighter, stronger future for the whole Group.
The future of the Universal Service Ofcom announces plans for consultation – we’re
Ofcom has set out a timeline for future consultation on Royal Mail’s Universal Service. In an update shared in September, the regulator confirmed its intention to consult on Royal Mail’s proposal for reform in early 2025. Ofcom said: “There is a clear and urgent need to align the USO specification for letters more closely with the reasonable needs of users, and to ensure the sustainability of the service.”
A reminder of Royal Mail’s proposal for Universal Service reform
MARTIN
SEIDENBERG Group CEO
In April, we submitted our own proposal to Ofcom on the future of the Universal Service. We developed our proposal after listening to colleague feedback, and following discussions with thousands of customers, businesses and stakeholders, including both our trade unions. Our proposal includes limited changes to deliver a more efficient and financially sustainable Universal Service. It is designed to protect what matters most to our customers:
• First Class letters would continue to be delivered six days a week (Monday to Saturday) to recognise the importance of next-day and Saturday deliveries.
urging it to act faster.
Change cannot come soon enough. Letter volumes have fallen from their peak of 20 billion a year nearly 20 years ago to 6.7 billion today – meaning the average household now receives just four letters per week. Yet whilst most countries have adapted their Universal Service requirements to reflect the new reality, in the UK the minimum requirements have not changed.
The Universal Service is unsustainable in its current form and the need for reform is urgent. To save the Universal Service, we have to change the Universal Service.
“The USO is not sustainable in its current form. We are now only delivering around four letters to each address per week, compared to 14 letters per week in 2004/05. Our proposal protects what matters most to customers, based on research with thousands of customers and stakeholders. Reform is urgent –Ofcom needs to speed up the process.” Letter volumes have fallen from their peak
• All non-First Class letter deliveries, including Second Class, would be delivered every other weekday (Monday to Friday).
Our proposal can be achieved with regulatory change, so Ofcom could make the changes required without needing Government or Parliament to amend any laws.
20 billion a year 6.7 billion a year 2004/05 2023/24
LEARN MORE Keep up to date with developments on the Universal Service, including a film showing what reform means for our posties, have your say and find out more about our proposal at myroyalmail.com/ universalservice or by scanning the QR code.
You’re all heart
The Heart of Royal Mail Awards is our new, company-wide recognition programme celebrating the outstanding efforts and exceptional contributions of our incredible people. As we prepare to announce our first crop of winners across four categories, some of the colleagues getting behind the awards tell us why they couldn’t wait to nominate.
Kate Seals
Regional Operations Director, Midlands
“Our people make Royal Mail what it is. Every day, they go above and beyond, showing dedication, resilience and an unwavering commitment to our customers and communities. These awards are a chance to say “thank you” to those making a difference. I encourage everyone to reflect on the incredible people you work alongside and consider nominating them. There’s always a story worth sharing.”
Calum Davidson Senior HR Business Partner, Scotland
“I’ve recognised those who are making transformation happen – as well as the community heroes who deliver for our customers every day. Our dedicated people deliver to the most remote areas of the UK – moving mail by road, sea, air and, more recently, drone. They face unprecedented challenges with inclement weather, transport disruption and recruitment issues. Despite this, they have our customers at the heart of everything they do.”
Casey
Gauntlett Operations Manager, Parcelforce London Central
“I’ve nominated a Customer Service Point colleague for her incredible work raising funds for community groups and leading our British Heart Foundation activities. I’m also recognising a member of our HR team who’s helped reduce sickness at our depot and a Delivery and Collection Manager who’s worked long hours to drive improvement.”
“The Heart of Royal Mail Awards recognise people doing everything they can to drive our business forward. We have a tendency in some places to focus on the negatives and neglect to recognise improvement journeys. I’ve seen first-hand the appreciation of colleagues who’ve been nominated. The smiles on their faces are priceless.”
“I’ve recognised colleagues for supporting their peers and delivering exceptional performance. A member of my team has often put himself second to support his colleagues in their development and performance – this selflessness embodies what these awards are all about.”
Ross Hutchison
Regional Operations Director, Scotland
“There are 10,000 of us serving Scotland’s communities – including 100 remote inhabited islands. No other UK organisation handles these kinds of logistical challenges every day in all weather. The 400 nominations from Scotland demonstrate our colleagues’ dedication. From a postie who saved a customer’s life to another who’s served 30 years without a sick day – it’s a privilege to celebrate the different ways our teams are delivering for customers and our business.”
Alex Morrison
Regional Operations Director, South West
“The Heart of Royal Mail Awards has captured the imaginations of colleagues across our region. We’ve had an amazing 326 nominations across the First Class Service, Outstanding Contribution, Game Changer and Community Hero categories. Even taking time to nominate someone creates that special feeling that contributions have been noticed and recognised by colleagues and managers.”
And the awards go to…
Your first winners were announced just as Courier went to print. Scan here to find out who won!
Delivering democracy
We head behind the scenes to reveal Royal Mail’s key role in the most momentous General Election for a generation.
When a rain-soaked Rishi Sunak declared a snap election outside No 10 Downing Street on 22 May, he fired the starting pistol for a Royal Mail race against time. In just six weeks, voters would head to the polls. It was time for us to step up and play our historic, vital role.
“This election played out against a backdrop of us talking to all the political parties about USO reform and the potential new ownership of Royal Mail,” says Director of External Affairs and Policy David Gold. “So we were already under intense political and media scrutiny.”
30 May
On the day King Charles dissolved Parliament, our Special Events team’s Election Lead, Andy Martin, was summoned to the Crown Office at Westminster. Here, he would pick up 632 ‘writs’.
“These formal written orders have to be delivered, by hand, to individual mail centres,” explains Andy. “This longstanding tradition of hand delivered writs dates back centuries, to when they were despatched on horseback.”
The writs were handed over to every local authority and, within two days, the first of 50.8 million poll cards entered our network. These were followed, just over a week later, by the roll-out of candidate leaflets and postal vote ballot packs.
Special Events planners were overseeing
Looking ahead
Our hard work during the 2024 election has won praise from Chief Executive of the Electoral Commission Vijay Rangarajan (pictured).
“Royal Mail works flat out so that everyone can vote,” he says. “Thank you for your continued support for the UK’s electoral processes.”
Next May, the distribution and delivery of poll cards and postal voting packs will remain crucial as millions of voters return to the polls for local elections covering 21 county councils and nine unitary authorities. The Scottish Parliament and Senedd election in Wales take place in 2026.
training while working with drop-off managers and the Elections team to sign off mailing plans with Operations.
Meanwhile, Customer Experience Elections Manager Barbara McGhin’s team was liaising with councils, reviewing candidates’ artwork for compliance, chasing volume details and handling often-misplaced complaints about late or misdirected items.
“Our regular team of three was expanded to 29,” says Barbara. “We worked closely with our Elections, Special Events,
Public Affairs and Operations colleagues, holding daily calls to monitor progress and resolve issues.”
Just 24 hours after the first postal vote packs landed on doormats, many completed votes were back in our hands, being flip-checked before daily drop-offs at local councils across the nation – with some using ‘added value’ services such as pre-sorted and timed deliveries. We would go on to handle 7.26 million completed postal votes.
“This was one of the most challenging elections in Royal Mail’s history,” recalls Regional Account Manager Sam Parsons, who worked alongside our Head of Elections and Public Sector Sales Rachel Winham. “It was called as we were rolling out our biggest operational modification for 20 years. And boundary changes added complexity to some split walks covering more than one constituency.”
Our posties were delivering an extra 40 million items a week. For candidates and our customers, the record 242 million election items we handled were more than just mail – it was about giving voters a voice. In some marginal seats, a single vote could influence the outcome.
“Rachel Winham is a real champion of voters, candidates and councils,” adds Sam, “encouraging us to put ourselves in their shoes and reflect on the kind of service we’d expect.”
Three weeks to go
As the campaign passed the halfway point, David Gold began hearing from candidates with concerns about postal vote delays. Our posties were handling 184 million items of candidate mail on their final mile, so Royal Mail was often the first to be blamed – even though our Elections team identified issues with some printers missing key deadlines.
“That meant the packs were landing late into our network,” recalls David Gold. “Our Operations colleagues went above and beyond to rescue the situation and got very little public credit for it.”
Election day
As the nation headed to the polls on 4 July, our mail centre teams across the UK were carrying out a final day ‘sweep’ of remaining postal votes. We processed 75,000 completed postal votes on election day alone, with an army of 400 dedicated drivers despatched to local authority returning officers before voting closed at 10pm.
As the results rolled in, David Gold’s overriding feeling was relief that an intense period was over.
“Then I realised that, with more than 300 new MPs, we had a massive task ahead of us to get to know them all.”
POLL POSITION
Sir Keir Starmer arrives at Downing Street on 5 July.
The morning after
The following morning, Barbara McGhin’s Customer Experience team began the election mail billing process and preparing licences for annual canvass.
“Despite councils and candidates complaining about late or misdelivered items, many were in touch to thank us for our work,” says Barbara.
David Gold’s team hit the phones to build relationships with new MPs. More than 30 would visit a Royal Mail site in August.
Meanwhile, the 632 writs issued on 30 May were making the reverse journey from each local authority to Royal Mail’s Farringdon HQ. And, at midday on 6 July, Andy Martin was back at the Palace of Westminster, delivering the writs confirming the winning candidate for each constituency.
“UK elections can’t happen without Royal Mail,” says Sam Parsons. “The breadth of work is absolutely staggering. It’s exhausting and often frustrating. But, ultimately, it’s a privilege.”
With the media digging for stories about Royal Mail failure and some candidates looking for someone to blame if things didn’t go their way, we had a lot to prove.
“We handled more poll cards, candidate literature and ballot packs than ever before,” adds David Gold. “We demonstrated why we deserve to be the national postal service because we delivered democracy.”
David Gold reflects on our Head of Elections and Public Sector Sales Rachel Winham’s decades of dedication to delivering successful elections. Rachel is the Queen of elections. Of course, Royal Mail has delivered elections for generations but she has overseen a quiet revolution in how we do it over the past almost three decades. Rachel’s created a machine that swiftly fires up the moment the Prime Minister of the day decides to set a date. Rachel would be the first to say it takes a massive team effort to deliver an election. But what’s obvious whenever I speak to political parties, government officials, local authorities, the Electoral Commission and so many other bodies is the complete faith they have in her personally to make everything work. Her enthusiasm, passion and determination to deliver democracy inspire all of us to give it extra, every day. She takes it personally if any candidate feels that they’re not getting their message across because in her heart she truly believes in what we do. She is Royal Mail through and through. It seems inconceivable that future elections will not have Rachel’s steady steer. But we can all be comforted by the fact that she has built a team, a set of processes and a reputation that stand us in good stead for the future.
Supporting
We’re proud of the work we’ve done with our trade unions to develop a new way for Royal Mail colleagues to save for retirement. The Collective Plan, which pools members’ contributions and provides everyone with both an income for life and a lump sum, went live this month. Here are the answers to some of your most asked questions in a handy pull-out for your noticeboard.
A
lump sum and income for life
An automatic income for life, in addition to a cash lump sum, making it easier for you to manage your money in retirement.
The Collective Plan: your benefits
Contribution top-up
When you pay 6% of your pensionable pay into the collective pot each payday, Royal Mail tops that up with a contribution of 13.6%.*
Death benefit
An income and lump sum for your eligible beneficiaries if you die. If you die while working for Royal Mail, there’s an extra lump sum of 4x pensionable pay.
Options to put in more
Additional Voluntary Contributions and our Lump Sum Booster available.
Available to all
Everyone with at least 12 months’ service is eligible to join.
your future
Your questions answered...
How do the income for life and lump sum work?
The income for life: The income for life will be adjusted each year, depending on how well the Collective Plan’s investments are performing and how much it expects to pay out to members. Your income for life can go down as well as up, before and after you start getting it, but the Plan aims to use investment returns to increase your income for life over the long term to help keep up with the cost of living.
The cash lump sum: The guaranteed lump sum builds up year by year, separately from your income for life, and is paid as a one-off amount when you retire. Like your income for life, the aim is to use investment returns to increase your lump sum to help keep up with the cost of living. But, unlike your income for life, the lump sum you build up won’t go down – it’s guaranteed. Any increases to your lump sum, once granted, will also be guaranteed.
How can I pay extra into the Collective Plan?
There are two ways to save extra into Collective Plan.
Lump sum booster: You pay an extra 1% of your pensionable pay into the plan and Royal Mail matches that with another 1% of your pensionable pay. By doing this you build up a bigger guaranteed lump sum.
Additional Voluntary Contributions (AVCs): You pay either a fixed amount of money or a fixed percentage of your pensionable pay into the scheme every month or week, depending how you’re paid. This builds up into a pot of money that’s yours when you retire.
You can use one or both of these routes to save extra into the Collective Plan.
What happens with my benefits if I retire earlier than
67?
The normal retirement age in the Collective Plan is 67. If you want to retire earlier your benefits will be reduced, due to the fact they will need to be paid for longer and the scheme’s had less time to invest them.
The earliest you can take your benefits is the minimum pension age, which is currently 55. This will go up to 57 in 2028.
Remember, if you’ve built up benefits with our existing pension schemes where the retirement age is 60 or 65, these benefits are still payable at that age
Can I transfer my savings from my other pension pots into the Collective Plan?
You won’t be able to transfer any preexisting pensions into the Collective Plan. This will be kept under review though. If transfers in are allowed in the future, they will not be allowed from defined benefit schemes like the Royal Mail Pension Plan, as transferring out of a defined benefit is a particularly complicated decision and rarely a good idea.
I’m nearing retirement –is it worth me joining the Collective Plan?
If you’ve been with Royal Mail a while, everything you’ve built up in any existing schemes, including AVCs, is still there. They will continue to get annual increases or investment returns in the same way and will be there when you retire at the time you were expecting to take it. The ongoing
contributions you made to any previous schemes however will have stopped once the Collective Plan launched.
Remember: pension savings are typically tax efficient, and all Royal Mail plans include an employer contribution. In the Collective Plan, Royal Mail pays 13.6% of your pensionable pay, which you’ll miss out on if you’re not in it.
If you’re in the Collective Plan for just one year, the cost of your contribution is made back within a year or so, and then beyond that you’ll be paid an income for the rest of your life. Scan the code for an example.
Understanding Royal Mail pensions
The pension you have will depend on when you joined the business. Scan the code for more information.
A to Z of useful terms
Know your AVCs from your CDCs with our handy glossary. Scan the code to jump straight to it. Visit myroyalmail.com/pensions for more helpful guides and support, and keep an eye on #UnderstandingPensions on Workplace for the latest resources.
CHANGE FOR GOOD
Be your best self at Royal Mail. Tell us who you are using the new This Is Me tool, and we’ll support you to have a better experience at work.
As a part of Royal Mail, you’re part of something special. Our diverse workforce helps us deliver more for our customers.
As Royal Mail continues its journey to Change for Good, we are determined to create a welcoming and safe working environment for all – so everyone is supported to develop, thrive and be the best they can be.
This is Me is about building connection and belonging for all our people. It’s about creating safe spaces to discover diversity and be great allies, building a welcoming environment that encourages openness and transparency.
Tell us who you are, and we’ll set you up for success. Be proud of who you are and your contribution to Royal Mail’s diversity. We are One Royal Mail.
This Is Me tool
To get involved or update your profile, visit the People App and click on the Personal Details tile.
‘The only way to change the culture is to be yourself’
Our Head of Diversity, Equity and Inclusion, WINNIE ANNAN-FORSON sat down with members of our seven Employee Resource Groups (ERGs) to explore what identity means – and why everyone will benefit from sharing more through This Is Me.
WINNIE: What does identity mean to you?
YVONNE BREEN, ACCOUNT DIRECTOR AND WOMEN & ALLIES ERG: Identity is personal to you and needs to be respected by everyone.
LIZZIE EVANS, CPC NETWORK CONTROL AND LGBTQ+ & FRIENDS ERG: Our goal is for everyone to bring their whole selves to work.
HANNA ABBAS, DIGITAL INSIGHTS ANALYST AND NEXTGEN ERG: What makes us different is what makes us special. Celebrating that difference is what identity is.
SUZANNA BAILEY, PROCUREMENT MANAGER & ENABLE ERG: It’s about our differences but also our similarities. It’s also about celebrating the intersectionality that all colleagues bring, and things you don’t necessarily see.
MICHAEL PRICE, SENIOR HRBP IN CORPORATE CENTRE & CARING ERG: Royal Mail should allow you to come to work being yourself and manage you in a way that enables you to be yourself.
SAMANTHA MCKEAN, HR BUSINESS PARTNER & NEXTGEN ERG: I think it can be as simple as what you wear to work. When I go into the office, I overthink what people may think if I wear my trainers, but you should be able to wear what makes you comfortable.
FIONA BARRON: SENIOR IR/ER MANAGER & EMBRACE ERG: It’s about being seen for who you are and being treated accordingly.
WINNIE: For the first time, we’re saying to colleagues, across all the dimensions of your differences, that you’re able to share as part of This Is Me. For the ones that we feel are appropriate enough to share, managers now have access to that data to improve the colleague experience. What difference will this make?
SUZANNA: It’s the fundamental difference between being a good employer and not. By the business understanding me and what’s important – you might need reasonable adjustments or flexible working or a prayer room, for instance – you can be your whole self at work. This is a big step for Royal Mail.
SAMANTHA: It will build trust in the person you are employed by. If they give you their time you can show up and feel more engaged and trusted.
LIZZIE
MICHAEL: It’s the realisation that being true to yourself and bringing that to work drives benefits for the business. There’s a shift towards that in Royal Mail and it’s the right way to go.
LIZZIE: It will help people whose voice maybe isn’t as loud. I’m open in my office about my sexuality and this allows people who may not be as loud to know they are supported and have someone to talk to.
WINNIE: How important are conversations about identity and what role do we all have to play – colleagues and managers –to talk about identity in a meaningful way?
HANNA: I’m half Somalian and half Palestinian and I wear my badge with pride because of what’s going on right now in the world. It may lead to some uncomfortable conversations but, for most people, it’s really good to build awareness and build understanding that we all have different experiences and that identity runs through everything we do.
MICHAEL: I have 14 and 17-year-old daughters. People instantly think ‘middleaged white Welsh man’. But I’m a gay man and my husband has Iranian heritage. So, when you open those conversations you see beyond that. It’s not being judgemental. Until you open yourself to them or they open themselves to you,
you don’t get that mutual understanding of each other.
WINNIE: What would you say to colleagues if they’re apprehensive about Self ID or to encourage them to take part?
MICHAEL: The only way to change the culture is to be yourself and declare who you are. We’ve got great values –Be Positive, Be Brilliant, Be Part of It. Try to live these values and make a change.
SUZANNA: This is about understanding the individual within that room, that office, that hub, that mail centre.
FIONA: I want to work for an employer that not only cares for its customers but really cares for its employees.
WINNIE: It’s making sure people know they matter. Their voice matters, their differences matter, their identity matters –they matter. It’s not about data, it’s about the experience.
YVONNE: Everyone is unique. You might think you look like or are the same as somebody else but there will be so many differences – you’ll be surprised what you discover.
FIONA: We are all unique but by that self-disclosure we will find out about our similarities. We’re not alone, we’re not lonely and it’s not going to be an ‘only me’ situation. There are other people who are just like us.
One Royal Mail
This Is Me builds on the collective ambition of One Royal Mail – our equitable, inclusive and accessible culture where everyone can grow, thrive and be the best they can be.
To help broaden our in-house support networks, increase awareness and make sure everyone has a hand in shaping the future of Royal Mail, we created seven Employee Resource Groups (ERGs). All colleagues are encouraged to join at least one:
• Caring – The ERG for working families
• EmbRace – for race, multiculturalism and religion
• enABLE – for all things disability, visible or invisible
• LGBTQ+ and Friends – delivering with Pride for colleagues and allies
• NextGen – reinventing Royal Mail for the next generation
• Women and Allies – for women and the allies who stand with them
FIND OUT MORE Scan here for more info on the ERGs you’re interested in.
FIGHTING FRAUD
Scammers on the line
A UK-wide fraud network is using Royal Mail to do its dirty work – and we need your help to tackle the tricksters.
It’s a little after 11am and Gina’s phone lights up with a call that appears to be from a UK landline. She answers. It’s someone from her mobile phone provider offering her a great deal on the latest iPhone.
She’s been thinking about upgrading, she just hasn’t had time to shop around and the plan they’re recommending isn’t much more than she’s paying now. They’ve saved her a job, she thinks, and she agrees to take advantage of the deal, confirming her account details and address.
A few days later, the new phone arrives. It looks great, only it’s not the exact colour Gina ordered. Thankfully, she gets a courtesy call from her provider to follow-up on the delivery. They apologise for the mistake and arrange for the correct one to be sent out immediately. They even offer to get the unwanted phone returned using Royal Mail’s Click & Drop service, saving Gina the hassle of having to do it herself.
Gina appreciates the issue being resolved so swiftly and looks forward to receiving her new phone. Only it never arrives. Royal Mail couriers the unwanted phone to the return address and everything goes quiet. Eventually, Gina receives a letter from her mobile phone provider – a hefty bill for a brand-new, full price iPhone.
Convincing con artists
This is the latest in a long list of scams being played out every day up and down the UK, inflicting stress and shame on victims of all ages and backgrounds – and costing mobile phone providers up to £18million a year.
People like Gina are being targeted by fraudsters who obtain lists of mobile phone customers, then call them up and win them over
Protect yourself
Anyone can fall victim to this type of scam. Here’s how to keep your accounts and your money safe:
• Always check the authenticity of someone calling with an offer by searching official websites for proof of the same deal, or calling customer services to ask if it’s genuine
• Be very wary of highpressure, limited-time sales techniques
• Never disclose your password – a genuine caller will never ask you for this
• If you need to return an incorrect item, always confirm the correct return address directly with the retailer.
with professional patter and head-turning deals that don’t exist.
The scammers pose convincingly as call handlers from mobile phone providers or third-party sellers such as CPW or Fonehouse, and they’re always peddling the most desirable devices from Apple or Samsung. Once the victim is invested, the caller extracts key account information that will allow them to impersonate the customer online and order a new phone on their behalf.
A crucial part of the process is deliberately getting something like the model or colour of the handset incorrect, so it will need to be sent back. Because when the fraudster arranges the return using Royal Mail’s Click & Drop or sends a QR code for the victim to use at the Post Office, they’re not arranging for the phone to be sent back to a legitimate return address. They’re arranging to intercept the phone themselves so they can sell it on and pocket the cash.
Ringing in change
While Royal Mail isn’t to blame, the use of our services to facilitate this crime puts us in a unique position to help tackle it. The scale, cost, and impact of this scam has got all the major telecom providers working together as part of a nationwide project, Operation Carrow. Thanks to our Security and Business Resilience Team, and Head of Protective and Commercial Security, Derek Pratt, Royal Mail is helping lead the charge.
“The difficulty with this crime,” Derek explains, “is that both the victims and the network providers are unaware they’ve been a target for fraud until the scam cycle is complete.
So, they’re never in a position to notify Royal Mail that a fraudulent phone is in our Click & Drop pipeline.”
The good news is that a little help from delivery colleagues and managers can make a real difference.
“By working closely with the phone providers, we’ve been able to build up a clear picture of how this scam works,” adds Derek.
“We know that to intercept the phones they’re obtaining fraudulently the fraudsters need a genuine address and will often use the same one again and again. So, where we’ve identified a pattern, we’re working closely with local delivery staff to identify suspect items and stop them getting into the hands of these criminals.”
FIGHTING THE PHONEYS
Derek Pratt’s on the frontline of the battle against the fraudsters.
Help protect others
To help us fight fraud, stay alert and report any suspicions to our Security Team.
If you’re handling Click & Drop items where the first line of the address is a mobile phone provider or something like ‘Returns centre’, but you know or suspect the final destination is not one of those things, contact the Security Helpdesk using the QR code. These addresses are generally residential properties. They might even appear to be empty or just not the sort of premises we’d expect to be receiving high volumes of mobile phones.
The team will run checks and get back to you. In the meantime, continue delivering to the address as normal. If the address is identified as being involved in criminal activity, the Security team will be in touch to advise on next steps.
CONTACT US
Scan the QR code to report any suspicious address information.
Preparing for Peak
Our checklist for delivering a perfect Christmas 2024.
Christmas is our busiest time of year, and we start preparing for it as early as January. Last year, thanks to you, we delivered our best operational performance at Christmas for four years. In 2024, we want to do even better. Our plans for delivering a perfect Christmas in 2024 include:
Providing additional workspaces
We have hired a number of temporary additional workspaces at sites in Scotland, Northern Ireland and England. These will become operational at the end of October to deal with the increased traffic into our network over Peak. Clearing your unit of any unused equipment or clutter now will help you
to prepare your own space for working with and storing the additional mail that’s expected.
Keeping our equipment moving
Without yorks and trays we can’t move the mail. It’s therefore crucial to keep our equipment in good condition and moving through the network. Accurate daily reporting on the MHE Reporting App is a must for repatriating yorks and trays efficiently. Recording and completing any repairs as soon as they are spotted will also help to keep everything rolling. Reporting any untagged yorks allows us to tag them and keep a check on their whereabouts.
Providing you with more vehicles
We’ve listened to your feedback and are upgrading our fleet. We ordered more than 5,300 new vehicles, and to set ourselves successful Peak, we
plan to deliver more than half of the new van fleet by the end of November. We will also delay the removal of the existing vehicles they are replacing, increasing the numbers of vehicles available to you over Peak. You can help by looking after our vehicles, keeping them in good shape and reporting any accidents in a timely way.
Welcoming your friends and family
Our seasonal campaign is well underway as we’re calling on your loved ones to join us during our busiest time of year. Please direct them to our designated hub as applications for roles are now open.
Central and commercial functions
support
Christmas is traditionally a time for all our teams to work together to deliver the magic of Christmas to our customers.
This year, like previous years, we are asking all managers in central and commercial functions to play their part and give their support at our operational sites and assist their frontline colleagues over our busiest period. They will be stepping away from their day jobs for 10 days to support the operation during our busiest two weeks of the year, week beginning 25 November – Cyber Week –and week beginning 16 December – our final full operational week.
Our Mansfield team delivering Christmas 2023.
PEAK PRACTICE
Field of dreams
Young players dressed for success as they net new sports kit thanks to our support.
From netball teams to football squads, cricket sides to hockey clubs –Royal Mail Kits 4 Kids is proud to have provided funding for new kit to 150 grassroots youth sports groups across the UK.
There’s a chance for more Royal Mail colleagues to nominate teams close to their hearts when funding kicks off again in January 2025.
As teams begin to order their new kit and await its arrival, some of the nominators from 2024’s successful teams have revealed what this funding means to them, the difference it will make and how they’ll feel seeing their team wear the Royal Mail cruciform.
North West postie Richard Schofield’s son plays for Stalybridge Celtic disability football team:
“We’re incredibly grateful for Royal Mail’s generous grant, which will allow us to provide Stalybridge Celtic disability football team with a new kit. Your support not only equips our players but also empowers them to play with pride and confidence. Thank you for making a meaningful difference in our community.”
Sam Rickward, Covering Manager Lewisham SE13, nominated the team he coaches and his son plays for, Teviot Rangers:
“Thank you so much. This funding will go a long way to helping the team. We’ve had a very successful first season together – and hopefully another one to come with a new kit showcasing the Royal Mail logo.”
South Midlands Customer Operations Manager James Burke coaches the Rugby Borough U12 Colts:
MOORTHORPE & SOUTH ELMSALL DISTRICT UNDER-14s
“You have no idea how much we as a team appreciate this. I’ll be very proud to see the logo of the company I work for on the kit of the boys I’m very proud to coach.”
“I saw this as an ideal opportunity for my daughter’s netball team Wearside Wildcats because, unlike other sports, it’s so hard to gain support for netball. The team’s only been together for a year and play in North Durham County netball league in the Under-11s. To see my daughter and her friends in a brand-new kit displaying the Royal Mail logo makes me feel proud to work for the company and advertises that Royal Mail cares for
the community and supports our kids in all types of sports. I can’t wait to see them on court.”
Fernando Salvador is the son of Londonbased Customer Service Provider Rigoberto Salvador, who nominated his grandson’s team AFC Kings United:
“My father has worked for Royal Mail for around 26 years and when he saw this opportunity he was so excited to share with us. He now looks forward to seeing his grandson and his team playing with a kit that represents Royal Mail.”
FIND OUT MORE
Scan the QR code to check out all of the teams who received funding.
Tackling grief on the pitch
World Mental Health Day 10 October
This World Mental Health Day, Jake Caldecourt, a Royal Mail driver from Brighton, tells Courier how community football helped him acknowledge the impact of miscarriage.
I met my wife Beckii when we were just 16. She moved in with me when we were 18 and we had our son Jay-Jay a year later.
When we found out we were expecting our second child, I set about moving on from my job as a security guard in a shopping centre. My parents always said to me that being a postman for Royal Mail was a job for life. So, when I saw my local delivery office in Brighton was recruiting, I went for it. Sadly, my first day at Royal Mail – also my 22nd birthday – was a difficult one. While
I went off to start my new career, Beckii, who was now 13 weeks pregnant, went to hospital with my mum. She’d been bleeding for a couple of days. They did a scan and confirmed the worst – we’d miscarried.
I’ll be honest, I was kind of numb about it for a long time. And when Beckii was upset, I found it hard to understand or connect with what she was going through. I suppose I was doing what most men do – just trying to get on with it. I had this new job at Royal Mail and I was working hard to build up my hours to support our growing family.
We went on to welcome healthy twin girls Lilly-Mae and Ava-Rose, now eight, and Theo, five. But for years I didn’t really acknowledge or talk about the miscarriage.
It was only when a friend asked me to stand in as goalkeeper for his local football team that things shifted. Sands United is a nationwide network of clubs for men who’ve experienced baby loss. When you join, they give you a form to fill in asking about your ‘angel’. I only turned up to help out a mate. Suddenly, I was telling him that, yes, we’d lost a baby too. I realised we hadn’t even given our angel a name.
A
MOMENT TO REFLECT Jake, Beckii and their children pay tribute to Baby C
Joining Sands and playing football every week with this group of dads has completely opened up our experience of miscarriage. And it goes way beyond football.
On the WhatsApp group, angel anniversaries are commemorated in line with the parents’ wishes. Some might request a candle to be lit or an image to be shared. We have a beautiful rose in the garden that blooms every year. So, that’s become our symbol for the baby we’ve named Baby C.
Looking back, being a postie and getting fresh air and exercise every day really helped when I was struggling to get my head around what was happening at home.
UNITED IN SUPPORT
Jake values the mental wellbeing aspects of his Sands United role
And now with Sands United, I’m outside, playing a sport I love, with people who have become like family. You really can’t put a price on what that does for your mental health and wellbeing.
There is free, round-the-clock, confidential support available to all Royal Mail colleagues. Visit the Wellbeing Hub to find out more.
Sands is the UK’s Stillbirth and Neonatal Death charity, which supports anyone affected by the death of a baby. To find your local Sands United football club, visit sands.org.uk /sands-united
Making your wellbeing a priority
Edinburgh Mail Centre has opened its new and improved wellbeing room. Many colleagues have been taking advantage of the 24/7 blood pressure monitor. “Feedback has been positive with several colleagues making lifestyle changes as a result,” said Edinburgh Mail Centre Work Area Manager Stevie Gilroy. “Other colleagues have appreciated the bright welcoming vibe of the room which provides moments of calm and resources when things may be weighing them down.”
PRIORITISING YOUR MENTAL HEALTH
Taking time out to support your wellbeing is important for long-term physical and mental health, and something we should all strive to do – not just on World Mental Health Day, but every day. Reflecting regularly on how we’re feeling can help us identify key issues and make positive changes. We can all take steps to improve our wellbeing, and the following resources are available to all Royal Mail colleagues:
• Help@Hand – for unlimited mental health consultations, online GP appointments, physiotherapy and the Wellbeing Employee Assistance Programme – all free and confidential. Download the Help@hand app and register using PIN 164003
• Moments That Matter Support Guides – to help you ask the right questions when you are supporting colleagues who are facing difficult or big life events
• Wellbeing Employee Assistance Programme – for any issue impacting your wellbeing, you can contact our free, independent and confidential helpline 24/7, on 0345 266 5060
• Wellbeing Hub – your ‘one-stop shop’ for everything wellbeing. Providing free, confidential and independent support 24/7, from money to mind, body and health. Scan the QR code to jump straight to it.
WELLBEING AMBASSADOR PROGRAMME
The Wellbeing Ambassador Community continues to grow. We now have more than 1,500 Wellbeing Ambassadors across the organisation – and we aren’t stopping there! As more colleagues join the Wellbeing Community, we’re inviting every site across the organisation to nominate a Wellbeing Ambassador, to support colleagues locally and make their wellbeing a priority every day. Later this year we’re introducing a Lead Wellbeing Ambassador Community to drive local initiatives and support wider Your Wellbeing campaigns. This will help connect Ambassadors across each region and function, and drive changes that will make a significant difference to your workplace. If you don’t have a Wellbeing Ambassador at your local office and would like to get involved, speak to your manager to gain consent and sign up by scanning here.
TALKING REPRODUCTIVE HEALTH
When someone is facing a reproductive health concern, it can be difficult to talk openly about how they’re feeling. It impacts not only the individual, but everyone close to them. This is why we’re growing our Let’s Talk Menopause campaign to include topics such as, infertility, endometriosis, heavy periods, polycystic ovary syndrome (PCOS) and early menopause. The new Reproductive Health Programme gives you access to resources, raises awareness of the symptoms you may face, and offers support to help everyone have open wellbeing conversations. Scan here to access support and to find out more.
Festive treat for two at Bath Christmas market Win! WIN!
Here’s a night away guaranteed to conjure up the festive spirit. Soak up the atmosphere of beautiful Bath’s historic Christmas market and enjoy bed and breakfast for two in a 4-star hotel.
Meander through the magical cobbled streets, tuck in to warming Christmas fare and explore the scores of twinkling chalets hosting hand-crafted gifts and artisan produce before settling in for a night of 4-star comfort.
For the chance to win this trip away worth £400, just tell us in fewer than 30 words which story you’ve enjoyed most in this issue of Courier – and why. Email couriercomp@linney.com using
KEYWORD CROSSWORD
‘Bath’ in the subject line. Or post your entry to Courier Competition, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Include your name and address – along with your job role and location. Entries must reach us by Friday 8 November and the winner would need to be available on the weekend of 14-15 December 2024.
When you’ve found the keyword, post your entry to Courier Crossword, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or take a photo and email it to couriercomp@linney.com by Friday 8 November
ACROSS
6. An assembly of representatives, usually of an entire nation, that makes laws (10)
7. See time measuring device secured by key (5)
8. Meshed utensil which takes the strain in the kitchen (5)
10. Flip pans and hear sharp cracking sound (4)
11. Large printed picture used for decoration (6)
12. Film classification indicating that some parents may find the film unsuitable for their children (1,1)
13. and 4 down. Baseball’s big showdown (5,6)
14. It’s gonna get messy at the highchair, whichever way you look at it (3)
15. Device for winding and unwinding a line (4)
17. Gee, there’s a whiff of south-eastern Europeans bearing gifts (6)
18. In the Himalayas, yet I can’t see hairy creature (4)
1. America’s Cup sport (7)
2. Lancastrian seaside resort, famous for its Illuminations festival (9) 3. Rockwell, Neill or Fox (3) 4. see 13 across 5. Fleetwood Mac’s American
Dungeons & Dragons, Red Arrows and Tower of London stamp sets
Explore a world of magic, myth and monsters, discover tales of treachery and tradition and climb into the cockpit for high-octane adventures in aerobatics with new stamps and collectibles.
We’re celebrating 50 years of iconic roleplaying game Dungeons & Dragons with a set of eight action-packed stamps. Six stamps honour the Tower of London’s role as a mighty fortress, Royal palace and infamous prison. And we’re saluting 60 years of the trailblazing Red Arrows with eight stamps honouring astonishing airborne endeavours.
We’re giving away 10 sets of stamps from each issue. Email couriercomp@linney.com with your name, address and contact number – and use ‘Stamps’ in the subject line. Or post your entry to Courier Stamps, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Entries must reach us by Friday 8 November Discover more stamps, souvenirs and gifts by visiting royalmail.com/shop or scanning the QR code.
CONGRATULATIONS to Dore Delivery Office
postie Natalie Vickers, the summer 2024 edition winner of a boutique hotel break.
Readers share tales of Royal Mail life and reflect on stories from the summer edition of Courier.
Inspiring a new chapter
I enjoyed Steve Boyce’s story about his new children’s book inspired by the people and places he encounters on his round. I was smiling throughout it and, as someone who enjoys writing too, I felt encouraged to get busy myself.
Bryan Stevenson
Postie, Upton DO, Wirral
The future of parcels is here
It’s great to see Royal Mail ingeniously adapting to customer needs with convenient parcel lockers and expanding drop-off locations, providing unparalleled choice and flexibility.
Umesh Patel
Postie, Barking DO
Powered by posties
It’s reassuring to learn about all the CO2e reducing work we’re doing. It’s challenging, but we’re leading the way as the UK’s greenest delivery company.
Sean Brian
HGV Driver, Scottish Distribution Centre
At your service
As a former soldier, I was delighted to read Robert Rowatt’s story about Royal Mail supporting the veteran community and giving us a voice within the business.
Nick Gorman
Postie, Stafford Delivery Office
Back in the saddle
I was moved by the story about Hadfield postie Mike Miller’s resilience after some devastating personal issues. As someone living with poor mental health myself, I empathised with him. It’s also motivated me to apply for a wellbeing ambassador role in my workplace.
Danny Tebb
Postie, North West Super Hub
The art of Royal Mail
I worked in advertising for 20 years before becoming a postman. I was inspired by the artwork featured in the great article about the Post Office and BT Art Club. It’s rekindled my interest!
Andy Brown
Postie, Newquay DO
Danny’s naval rescue mission
I was fascinated by Medway postie Danny Broom’s quest to save HMS Saxifrage. It’s fantastic to see a piece of history being refurbished in a positive way.
I hope he has success.
Paul Jones
Workplace Coach and CSS Operator, Warrington Mail Centre
Dog Awareness Week
I’m a postie with nearly 30 years of dog dodging experience. I’ve been bitten by just about every make and size. So, Dog Awareness Week is vital.
Scott Wagner
Postie, Cleveleys DO, Lancashire
Blast from the past
The tale of the German inventor’s experiment with rocket mail was something I was able to read and enjoy with my 11-year-old son, who’s interested in all things war and mail.
James Lyon
Postie, Fishponds DO, Bristol
Pedal to the medal
Hearing of a postie juggling a full-time job as well as raising a child while attempting to help him fulfil his dreams is truly inspiring. It makes me believe I can do it too!
Shante Campbell
Postie, Tottenham DO
SHARE YOUR STORY
There’s a £20 Amazon gift card for the writer of every letter we publish. Email courier@linney.com or write to us at Courier Letters, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Also, share your own news and views on the Courier Workplace page.
Hearts of gold
Colleagues across the UK have been putting the fun into fundraising to support BHF’s mission for life-saving training, equipment and resources.
Throughout the summer, Royal Mail colleagues up and down the country have been showing some love for our charity partner, British Heart Foundation, by running, hiking and cooking to raise cash for the annual Great Big Fundraising Challenge.
It’s an event close to all our hearts, but especially for colleagues like postie Mary Button (below) from Ashby-de-la-Zouch.
She said: “Fundraising for this great charity has been amazing, especially since losing two colleagues far too soon. I’ve loved bringing the community together and putting a smile on people’s faces.”
The Great Big Fundraising Challenge funds the Community Hearts programme and its mission to deliver CPR training to a million young people, community defibrillators in areas of need and accessible heart health information for the nation.
If you took part this year, the team at BHF – who are busy counting all the funds you’ve raised – would like to thank you for your passion, enthusiasm and creativity.
Frankie Clark Wilkins from BHF said: “A massive thank you to all Royal Mail colleagues who got involved and supported the Great Big Fundraising Challenge this summer.
“With your help we’re able to continue our lifesaving work and support the people in communities that need it the most.”
In support of BHF’s ongoing mission, Royal Mail is aiming to train at least 100,000 colleagues in CPR. A group of frontline staff and the Bathgate management team recently took part in training at Edinburgh Mail Centre and described what they learned as ‘essential’. Please make time to do this with your team – it takes just 15 minutes and could save a life. Scan the code to find out more.
10 years supporting Missing People
In 2014, a postie on his round was asked to help look for a missing child. This marked the start of our 10-year partnership with the charity Missing People. Since then, Royal Mail has sent out 334 alerts about high-risk missing people to PDAs and 249 of those people have been reported safe and well. Your role in raising awareness in your local area could make all the difference, so please remember to always check your PDA for an alert.
These stats illustrate the kind of impact this partnership has in communities across the UK, and Jenny Hall, Director of Corporate Affairs, wants to see us continue to be there when people need us most.
“In the 10 years we’ve partnered with Missing People, our local ’feet on the street’ model has helped bring so many vulnerable individuals back to safety.
“I’m so proud of how we continue to combine our reach with their mission, to reunite missing people with their loved ones.
“Thank you to everyone who has been involved.”
CHAIN REACTION
How Royal Mail’s Paul Joyce went from teenage postal cadet to local celebrity and part of Northampton’s rich history
It’s Monday morning and a small crowd has gathered outside Northampton Guildhall. At 8.45am the town Mayor appears. Dressed in traditional red robes and gold chain, he raises a flag – a show of thanks and solidarity to mark Emergency Services Day.
As a round of applause concludes the ceremony, the mayor hurries back to his chamber to change. When he reappears, making his way through the Guildhall’s historic corridors to the exit, he’s still dressed in red. Only now it’s his Royal Mail reds and he’s rushing off to start his duties at South Midlands Mail Centre.
By day, postie Paul Joyce is a CWU Health and Safety representative, ensuring his colleagues, their workspaces and their vehicles are operating to the highest safety standards. In the evenings and at weekends (plus the occasional early morning flagraising) you’ll find him shaking hands, cutting ribbons and giving speeches as the Mayor of Northampton.
Event management
It’s a title Paul will hold for just 12 months, but in that time he’s committed to attending around 300 local events. When Courier catches up with him it’s the end of another busy week at Royal Mail, but there’s little time for winding down. Paul is now four months into his Mayoralty and, at last count, has had a staggering 97 official engagements.
After our photoshoot, he’s rushing off to open a community garden. The following day, he’ll be out on the ground,
meeting people and hearing their stories at a local volunteer festival, before representing the council and posing for selfies at a lively Indian heritage event.
“I was warned,” Paul says, “that when you become Mayor the year is not your own. But it’s such a huge honour and I have so much affection for the town and admiration for its people that I’m happy to give up my time and embrace everything that comes with the job.”
Humble beginnings
Although he was born in London, Paul has lived in the civil parish of Northampton since he was five years old. He joined Royal Mail as a Postal Cadet in 1987 aged just 16, which was the start of a 37-year career, spanning deliveries, processing, and distribution.
“My dad was a painter and decorator, and moved the family here for work,” Paul explains. “I grew up here and never left.
“I was just a teenager when I joined the business all those years ago. Things were obviously very different back then, but the job was recommended to me. I remember it paid £60 a week – which felt like a lot to me at the time – and I was taught to drive as part of my training. They really looked after us.”
Paul’s detailed knowledge of Northampton was a huge asset when he hit the streets as a young postie delivering letters, and later as an MGV driver. In addition to his day-to-day work, he was a Health and Safety rep for 12 years before taking on the NN area safety role full time in 2017.
After supporting his East Midlands patch through the worst of Covid, Paul joined Northampton Town Council as councillor for Eastfield.
“After everything we’d all been through,” he reflects, “it felt right and like a chance to really make a difference to the people of Northampton.
“We set up a number of community conversation workshops to help us understand what was important to residents – an approach that was so successful it was adopted by other councils.”
It was his work in Eastfield and as a West Northamptonshire councillor for the Headlands ward that led to Paul being recommended for his next big role.
THEY SAY WHEN YOU BECOME MAYOR THE YEAR IS NOT YOUR OWN. BUT IT’S A HUGE HONOUR.
The making of a Mayor
Mayor of Northampton is said to be one of the oldest Mayoralties in the UK, dating back as far as 1215. In May, after being put forward by his colleagues at Northampton Town Council, Paul became the 784th Mayor.
“It was a very proud moment,” he says. “There was an official ceremony and a gala. And I haven’t stopped since!”
SOLID GOLD Paul prepares for his next engagement at the Guildhall.
While showing us around Northampton’s historic Guildhall and his chambers, Paul takes a moment in the Mayor’s corridor to look at the photographs of his predecessors.
“Even though my time as Mayor will end in May 2025,” he says, “my picture will be on this wall for the next 70 years, which is strange but incredible.”
Family affair
Paul is married to Mylissa, a teacher, and like Paul’s parents before them, they’ve raised their children, Mia, 23, Ava, 20, and Leo, 15, in Northampton. Today they all get to share in a bit of the mayoral magic; when his daughters are out on the town they often get recognised as ‘the Mayor’s daughters’.
“I’m sure they’ve got a few drinks out of it,” Paul laughs. “I’m really lucky – my family are all really proud of me and my wife loves being part of it. Which is a good job because we’re so busy!
“Mylissa comes to a lot of events with me. She was there when our local rugby team, Northampton Saints, won the league and I had to introduce them with their trophy and give a speech in front of thousands of people, and she’ll be there on Remembrance Sunday.
“We keep wondering what on earth we’ll do with ourselves when all this is over, but we’ll have so many great memories.”
Every Mayor has a nominated charity they get to spotlight and support, and for Paul, it’s The Lewis Foundation, a team that sources, packages and hand delivers free gifts and support packs to adult cancer patients in hospital every week.
“It’s simple things you might not think of,” Paul explains, “like a colouring book or dot to dot to keep you occupied
SAFETY PREP
during chemo. It doesn’t sound like much, but it makes a huge difference, especially to people who are already stretched financially.”
As we wrap up our visit to Northampton and get ready to head home, Paul is telling us about his plans for a big Bridgertonthemed fundraiser for next year and we wonder how he manages to keep his relentless energy up.
“You know what,” he says, “it’s a balancing act but I get so much support
from my wife, and Royal Mail has been incredible. While I’m Mayor I get an additional month of leave to help make space in the diary for my civic duties.
“But ultimately, I just love what I do. And the people of Northampton keep me going. It’s a great honour to serve the town I love.”
EXPLORE MORE Learn about
Paul’s chosen charity and get involved at thelewisfoundation.co.uk
Supporting his colleagues at South Midlands Mail Centre.
HI HO SILVER
Paul and wife Mylissa help celebrate sporting success.
The Salvage Squad
From pandemics to global conflicts, Royal Mail’s role at the heart of UK life is never more starkly evident than during moments of national – and international –crisis. Our dedication to delivering vital items, such as life-saving medication, crucial military correspondence and morale-boosting messages, has reinforced our status as key workers on the frontline of efforts to keep communities connected. Between September 1940 and May 1941, the Luftwaffe conducted mass air attacks on London, a period of the Second World
War that would become known as The Blitz. This sustained offensive included a systematic assault on the capital over 56 nights in September and October.
Communication was crucial during the Second World War, not only for military and governmental purposes, but also to maintain social morale. However, City of London postman Frederick G Gurr, who was close to retirement, raised concerns that the city’s salvage squads – teams of brave citizens carrying out dangerous rescue operations amid the wreckage –
were overlooking the importance of mail. The General Post Office (GPO) embarked on a mission to deliver all mail delayed by enemy action within 48 hours. Frederick was recruited to establish the GPO Rescue and Salvage Squad to retrieve mail, money and supplies from bombed letterboxes and Post Offices.
Members of the squad are pictured here, rescuing items from a letterbox damaged during an air assault on the City of London in 1940. Frederick was awarded the British Empire Medal by King George VI for his heroism.
DISCOVER MORE
The Postal Museum’s next Royal Mail open day is on 24 November. Admission for colleagues, family members and friends is just £1 and includes exhibitions, activities and a ride on Mail Rail. Explore fascinating exhibits bringing to life the important role we played during the First and Second World Wars. Email bookings@postalmuseum.org to reserve your place and visit postalmuseum.org for more details.
Rising Stars Bursary
Helping children to thrive.
This bursary supports postal families with children (under the age of 18) where the child has a special talent or passion in music, dance, drama, literature, sport, or other specialist area, and help might be needed with the associated costs such as expensive equipment, travel or dedicated coaching.
What is the Rising Stars bursary worth?
Up to £850 per child per year, capped at £1,500 per household.
When can I apply?
Applications are now open for 2024. Scan the QR code for more information or visit postalfamilyfund.org
"I will be forever grateful to the Postal Family Fund for making it possible for me to pursue my chosen career. Not only have they helped me, they have supported my Mum and Dad through the time I spent at drama school... so thank you." - Alexander Harford - Actor
Apprenticeship Bursary
Supporting young people (21 years and under) in their dream careers.
The Apprenticeship bursary is intended primarily for apprentices earning minimum or low wages in order to help them with apprenticeship expenses. Discover more at postalfamilyfund.org
Thank you to the Post Office Remembrance Fellowship (PORF) and Civil Service Insurance Society (CSIS) Charity Fund for their kind donations.
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