Royal Mail Courier Spring 2024

The postal apprentice facing a bright future

Acorn

MAMS,

To

To

Postie Christopher O’Keeffe talks about his family’s experience with the Help@hand app.

How

Tackling life’s ups and downs one step at a time with Calderdale postie Toby Dawtrey.

PEOPLE POWER

Want to get involved in a People Panel event? Join the People Panel Workplace group to register your interest.

Measuring our commitments

Our parent company International Distributions Services (IDS) has been recognised with high scores in both the S&P Corporate Sustainability Assessment (CSA) and Climate Disclosure Project (CDP) in 2023.

Both assessments look at our social and environmental commitments and business governance. For CSA, IDS scored in the top 10% of companies assessed and for CDP we achieved a ‘B’ score.

Zero emission vans

We attended the launch of the Zero Emission Van Plan at the Houses of Parliament to highlight where more Government action’s needed on electric vehicles.

BACK WITH NIKE

Nike’s resumed Tracked 24 volumes on a trial basis after our efforts to address lower-thananticipated performance.

Delivering at our best

We’re well on our way to transforming how we talk about performance across Delivery.

After an initial launch to 330 delivery offices in October, MyPerformance is now in all offices. This means every postie has access to their performance data via their PDAs and all managers have been given the opportunity to take part in Meaningful Conversations training.

This spring, we plan to have every Delivery team across the UK benefiting from more meaningful and two-way performance conversations.

A new dedicated page on our Royal Mail people site –myroyalmail.com – is also accessible via a link on the People App. Just scan the QR code.

AWARDS WIN

Courier and RMtv landed silver for Best Content

Targeted to the Internal Audience at March’s Corporate Content Awards.

Track your success

The new Doorstep app on PDA shows performance at a glance.

Rewarding excellence

Recognising and celebrating hard work with incentive prize draws.

Performance made clear

A fair and transparent way to discuss and support how it’s going.

Top marks for Parcelforce

This year, Parcelforce will again be collecting, processing and delivering around 1.2 million exam items in the UK.

Teams across the business are involved in the planning for, communications about and handling of exam papers – from our depots interacting directly with schools or education centres, to our hub and network teams processing and transporting the items, and our exam helpdesk team fielding school enquiries.

Contract Manager Indy Sahota oversees the return of exam scripts for marking after they have been collected from thousands of education centres across the country. He recently attended an exam officers’ conference and says: “They were thrilled with the service

we have given them over the past year – the positive response definitely got us an A*.”

Tom Perkins, Customer Operations Manager for Parcelforce, and his team lead the planning and delivery of the programme. He says: “A significant amount of planning goes into delivering the exam papers to schools and then collecting the completed exams for return and marking. Parcelforce teams across the business have a great understanding of the importance of these parcels and getting them delivered on time and securely.”

Parcelforce delivers exams throughout the year, with the summer despatch being the busiest. Despatches and collections continue through to the end of June.

COURIER CATCH-UP

Browse previous issues at myroyalmail.com/courier or by scanning the QR code. This edition will appear online around three weeks after it’s been delivered.

USING QR CODES

Use your smart device’s camera to scan codes throughout this edition of Courier for more features and interviews.

More convenience for our customers

On target for 5,000 Collect+ points

Three is the magic number

The People App celebrates its third anniversary with exciting new features continuing to be added. This supports our digital strategy to enable colleagues to access their own information 24/7, 365 days a year.

Over the past year, new features have included a Raising Concerns tile, Redirection and Keepsafe requests,

information about changes to sick pay and benefit-in-kind statements. More new features are planned for this year.

FIND OUT MORE

Scan the QR code for help and support with the People App

Royal Mail has signed an agreement to give customers access to the Collect+ network at thousands of local stores across the UK.

Deployment has begun to around 700 Collect+ points and will extend to 5,000 points by the summer. The service begins with drop-offs and is expected to expand to include collection in the future.

The 5,000 additional dropoff locations to choose from include sites located in national retail chain and local stores such as Londis, and independent newsagents. Most of these are open late in the evening and at weekends.

This will help us to deliver even more convenience and choice and support the growing demand for online parcel sales, with around 50% of all Royal Mail non-account sales now online.

Royal Mail customers will be able to use the Collect+ network to drop off parcels, either returns or items they have paid postage for online. They can print the label at home or bring a QR code into the store.

The future of letter deliveries

We’ve submitted our response to Ofcom’s call for inputs on the future of the Universal Service.

Universal Service

Around the World

Most countries – from Germany and France to Canada and New Zealand –have made changes to how often and how quickly letters are delivered as letter volumes have declined.

Through our digital channels, we’ve been looking at how other countries have adapted their Universal Service over time to see if there is anything we can learn.

The Universal Service is one of the things that distinguishes us from our competitors – our “one price goes anywhere” promise that underpins our UK service – and we’re proud of it.

But the time has come for change.

That’s why we’ve submitted evidence to Ofcom – the regulator of the Universal Service – giving our preferred route for how we believe the Universal Service should look.

As Courier went to print, we were submitting our response – but you can find all the details by heading to the website from the QR code on the opposite page. And that’s where we’re urging you to have your say by sending in your views on our preferred option and asking your questions.

Head to myroyalmail.com for our Universal Service Around the World series to see how other countries have adapted or are going through change right now.

This includes how Australia Post is phasing out daily letter deliveries at six trial locations, how the German government has put forward legislation for letters to move at a slower service and how a recent change in Danish postal law means Post Nord (Denmark’s Royal Mail equivalent) is no longer required to provide the Universal Service.

Urgent reform

We’ve said the Universal Service urgently needs to be reformed to make it fit for purpose in today’s market, and so we can continue to provide it into the future. Without urgent reform, there is the very real prospect that the one-price-goes-anywhere Universal Service will not survive.

Letters remain important to us, but volumes have declined from a peak of 20 billion a year in 2004/05 to seven billion in 2022/23. This is a trend that’s not going to stop – we expect volumes will drop to four billion in five years.

At the same time, the number of addresses has also grown by four million. Posties are delivering fewer letters to more addresses and are walking down every street, six days a week. The cost of delivering each letter is ever-increasing.

The longer it takes to reform, the more serious our financial position becomes.

Your views count Head to myroyalmail.com/ universalservice to submit your views on the possible evolution of the Universal Service or ask a question.

Time to change

However, we believe change – one that allows Royal Mail to operate more efficiently, while protecting a service that offers the choice of price, speed and reliability that customers need – is possible.

To help develop this, we have been speaking to thousands of interested stakeholders including customers, consumer groups, the NHS, Unite and the CWU, and you, our colleagues.

We have worked hard to come up with a solution that delivers for our customers, protects the best jobs in the industry for our people, our unique, “feet on the street” delivery model which keeps our emissions low, and creates a platform for the business to grow.

HERE’S WHAT’S ALREADY BEING SAID...

Some views on the future of the Universal Service from colleagues across the business.

Jon Aston, postie, Manchester North Delivery Office

“I’m very happy with the Universal Service as things stand, however we’re moving into a more parcels-focused business in line with our competitors so in that respect I would support any change Royal Mail wishes to make.”

Conor Burnett, postie, Ponteland Delivery Office

“I guess the Universal Service might need to change for a survival point for Royal Mail. The most important thing for me is to keep jobs, and whatever keeps the most jobs I would support.”

What happens next?

Change will not happen overnight – this will be a multi-year journey. We’re expecting Ofcom to make a further statement later this summer. In the meantime, we’ll be explaining to our people how our preferred solution could work and taking your views.

Anne-Marie Pollard-Vearnals, driver, Stockport

“We do need to change as we need to be able to compete. I’m happy for change and want us to grow. I love the people I work with and I want us to be successful.”

Emma Todd, Customer Operations Manager, Ponteland Delivery Office

“Letters have significantly dropped, so there needs to be either reform with the hours how we work it, or with regard to dropping a day or different days.”

FIND OUT MORE For the most up-todate information on the possible evolution of our Universal Service – including in film and animation explaining the business’s position – visit myroyalmail.com/ universalservice or scan this QR code.

Jonathan Atkins, postie, Brackley Delivery Office

“Ninety-nine per cent of our customer base don’t value letters on a Saturday – they value parcels a lot more. If they’re consistently getting letter deliveries five days a week and parcels six, for example, that’s more than enough.”

Royal Mail’s Chief Operating Officer

Alistair Cochrane on his mission to make sure we all understand what it takes to deliver a successful future.

You worked for Parcelforce for two years, so had some understanding of Royal Mail. Is the business what you expected?

You don’t really appreciate the size and scale of our business – and what it does day in, day out – until you’re in it. My immediate observations are around our work to transform ourselves into a parcels business on top of a mail-delivery structure, which is hard. When we talk about transformation, there are quite a few things we need to do. We’re a mail business trying to find a foothold in parcels. In the future, we’ll be a parcels business that will deliver mail. Being part of this organisation, with its history, and understanding the transformation the business is embarking on, was an attractive opportunity.

THE PART WE ALL PLAY

The

four key pillars: QUALITY, SAFETY, COST, ENGAGEMENT

I want our frontline colleagues to feel part of a team, feel empowered and feel there’s a direction around the operation.

PART: PURPOSE, ACCOUNTABILITY R ESPECT AND TEAM

You’ve just completed a run of operations roadshows with your team across the UK. What was the purpose of them?

There were four key themes – quality, safety, cost and engagement. These cover key initiatives, such as quality of service and delivering on the CWU agreement, together with safety and driving efficiency, for example.

I want us to focus on some core priorities across our business. What are the six things that, if we deliver them – and deliver really well – in 2024 and 2025, can set us up for the future?

The roadshows were about giving a clear direction for the next 12 months in the operation. That then sets us up to support our colleagues in Commercial to sell more and help grow our business.

Who’s driving this direction?

It’s a team effort and it’s about the PART we all play. We’ve broken PART down to mean: Purpose, Accountability, Respect and Team.

I’ve been out and about listening to what people are saying. I know we need to offer quality that meets or betters the competition –and that’s the same for letters and parcels.

We need to constantly look at all the initiatives we can bring to drive forward on our quality, but it has to be done with a view on cost.

I’m into keeping it simple. We overcomplicate everything we do. I want clear objectives that give everybody the ability to really start driving them forward. We’ll then all be pointing in the same direction.

What do you want our frontline colleagues to feel?

I want them to feel part of a team and to feel empowered. I want them to feel there’s a direction around the operation.

A life in logistics

Alistair’s career began with TNT in 1986 and he would spend 28 years with the company, eventually becoming Regional Director. After time with TNT’s Australian business he returned to the UK in TNT’s special services before becoming Operations Director, and finishing as the UK and Ireland’s Managing Director for four years, before leaving in 2014. Between 2016 and 2018 he spent time as both Commercial Director and Operations Director with Parcelforce. He was approached by Whistl, formerly TNT Post, and became its Development Director and subsequently Chief Development Director, CEO and finally Chief Operating Officer. He became Royal Mail’s Chief Operating Officer in January 2024.

One of the first things you’ve been overseeing is the changes we’re making to attendance times. Why do we need to shift our network window?

Around 53% of the vans we have in our business don’t turn a wheel after 3pm. If you look at parcel delivery companies in the UK, they’re delivering much later in the afternoon.

We must consider delivering in the afternoon. And I’m not talking about mail – I’m talking about parcels here. We should have duty structures that spread the day rather than being designed to finish at 3pm.

Network window is upon us and that will start to change the profile of what we do. Once that settles, we need to see what timeframes we’re finishing in, based on the plans we have. There’s a famous military quote: ‘No plan survives contact with the enemy’. After the first shot’s fired, the strategy must be updated. We’ve planned network window to the best of our ability, but we won’t know until the first truck starts to arrive at its destination.

We’re a versatile and agile organisation and our people have been through change and continue to go through change. I’m comfortable that once we understand the profile that network window brings us, we’ll be able to flex around it.

That’s one part of our CWU agreement. How are you working with the union on this and the other elements within it?

We’re gradually getting to a point where we’re delivering against all the key initiatives. We’ve had some rebalancing of the relationship between ourselves and the CWU. The benefit I have is that Martin Walsh (CWU’s Deputy General Secretary – Postal) started about the same time as I did. We won’t ever have a better opportunity to rebase the relationship.

We’ve been talking about how we create better ways of working and we’re now starting to land on some activities and will continue to do so in the coming weeks, months and years.

MEETING THE TEAMS Alistair’s been meeting colleagues across the UK.

THE PART WE ALL PLAY

And that’s the same, of course, with Unite/ CMA. I speak regularly with representatives Gary Sassoon-Hales and Martin Tucker about the business and our future. And throughout the roadshow, our managers have been engaged and we’ve been able to answer many of their questions.

Another change in the offing is with our Universal Service Obligation (USO), following Ofcom’s report on its future evolution. What’s the likely operational impact?

We need a USO which reflects the reality of declining letter volumes, which have fallen from a peak of 20 billion in 2004/05, to seven billion today. This is only set to continue as the number of addresses we deliver to increases.

We also need a USO that acknowledges our customers are buying and sending more parcels than ever before, and that is only going to increase. And we need a USO that will allow us to turn around the financial position of Royal Mail. So making no decision isn’t an option but until such time as the decision is made, I don’t think we can collectively say this is how we’re going to approach it from an operational standpoint. We’re talking to colleagues about how it could work and will keep everyone updated. What I do know, is change is a must.

You have history with Parcelforce. What part do colleagues in that business have to play today?

We should be looking at our network as one network. We might have different products

FACTFILE

Alistair was born in Edinburgh and now lives just outside Hinckley in the East Midlands. His father’s job saw him travel across the UK and he’s also lived in Wales. His own work also took him to Melbourne in Australia for three-and-ahalf years.

HOBBY:

Golf, off a handicap of 12

BOOK: Of Mice and Men

MUSIC: Bruce Springsteen

SPORTS: Golf and rugby union

QUOTE: “You don’t know what you don’t know until you know it”

FILM: The Godfather, Gladiator and Marvel films.

in that network but the sweet spot for Parcelforce isn’t necessarily the same sweet spot that we have in Royal Mail. What we need to be able to do is leverage the capability, the experience and the skills we have for the common good of our customers.

The size of parcel that Parcelforce can deliver is different from the size we should be delivering within Royal Mail. If you go back to peak, that’s the one that really resonated. I saw photos of vans that couldn’t fit another item in because item size was dictating the capacity. You then look at what gets left behind. And how do we better approach that? It’s about using our assets better than we use them today.

Peak 2024 will bookend your first year at Royal Mail. What do you hope will have happened in those 12 months?

Firstly, peak will be planned way more in advance than the one that we’ve just been through. What did the last peak tell me? The first and middle mile did very well so we had little product that was held over in the middle. It was pushed then into the final mile, which means, in some ways, the final mile wasn’t set up to cope with it all. We must achieve that balance where yes, Collections and hubs are working well – but can we get the final mile right, too?

ON THE ROAD

Alistair presenting to colleagues at an operations roadshow last month.

Facing a bright future

Erin Saul on her journey from quiet apprentice to confident postie.

Back in 2021, Erin Saul was finishing an art and design course at college, earning some spare cash working in retail and wondering how on earth she was going to find her way into the big wide world of work. As a quiet 19-year-old with only a little experience she didn’t feel like many doors were open for her.

All that changed, when her dad – a postal worker for almost 30 years – spotted Royal Mail’s Postal Apprentice Scheme online. The details really resonated with Erin. So, with some help from her dad, she prepared her CV and applied.

“I got an interview,” Erin remembers. “I was so nervous. I got through it, but left wondering what on earth I’d said! When I got the call to say I’d been accepted onto the scheme I was so relieved and so excited. Then there were more nerves as I started wondering what it was all going to be like.”

Getting started

Erin joined her dad and sister at Hatfield –their local delivery office – where manager Steve Brown took her under his wing. Erin was shadowing deliveries for the first six weeks, before learning how to use PDAs and sort parcels.

“It was quite intimidating at first,” Erin reflects. “Many of my co-workers had been with Royal Mail a long time. But everyone was so supportive and there was always someone to lean on. Steve was amazing –he’s always had a lot of time for me. And as I got to know all the characters and the bonds, I started to grow in confidence.”

Closely mentored by Steve and with the support of her colleagues, Erin not only completed her 13-month, Level 2

I’VE FOUND MY FEET AND MY VOICE AND I’M GRABBING EVERY OPPORTUNITY WITH BOTH HANDS.

Express Delivery apprenticeship, but passed with distinction. Within a few weeks, Erin, now 21, had been given a contract and joined Hatfield full time. In February, she agreed to speak about her experience of the scheme in front of 80 people in London as part of National Apprenticeship Week.

“A year ago, I never would have said yes to something like that. I was very shy – the kind of person who only speaks when they’re spoken to. But with Steve’s encouragement, I decided to go for it. I’ve learned that it’s important to push yourself outside of your comfort zone.

“I’ve still got a lot to learn, but I’ve found my feet and my voice and I’m grabbing every opportunity with both hands.”

Shared success

Getting a young person through a Postal Apprenticeship takes care, patience, and encouragement – all qualities demonstrated by Erin’s mentor, Steve Brown, Lead Customer Operations Manager at Hatfield Delivery Office. Our Postal Apprenticeship Scheme is the best of its kind in the sector, providing people like Erin who are new to the industry or taking their first steps into work with the tools they need to get started.

Since its launch in 2021, more than 300 postal apprentices have completed the scheme and gone on to become qualified postal workers. Across our 2022 cohort we achieved a 98% completion rate and 45% achieved a distinction.

FIND OUT MORE

Know someone who might be interested in being a postal apprentice? Scan here to find out more.

“I’ve been heavily involved with the postal apprentices since day one. In all honesty, I said I’d take an apprentice on without really knowing what to expect. I started an apprenticeship myself as a teenager, so I felt I had a decent grasp of how to determine a positive experience for other young people. I thought it would be good for me. But more than anything, I did it because I really wanted to, and because I want to see others succeed.

The first time I met Erin was during the interview process. She was a very quiet, shy young lady, but we could see her potential and offered her a place. My first apprentice was a confident young man in his 20s who had management experience in retail, so welcoming Erin in 2022

was a very different experience. For example, in a delivery office that’s only a quarter female, it felt important to introduce Erin to the other women on site. It’s been a learning opportunity for both of us. Erin has shown great dedication. When she was asked to speak at an event in London, I thought, wow, that’d be tough for anyone. But I encouraged her to take the opportunity and share her experience. Hearing that she did it and held her own in front of 80 people was a proud moment for me. It’s been a team effort here at Hatfield and a real pleasure for all of us to see Erin get to grips with the job, come out of her shell and become a valuable member of the Royal Mail community.”

Being more

Our partnership with online greetings cards and gifts company thortful, offers fantastic growth potential, thortful’s

Head of Operations Johannes Kloess tells us.

We’ve been in business for more than eight years and side by side with Royal Mail throughout, with three recent high-profile calendar moments demonstrating the value of this partnership.

On the back of a successful Christmas and Valentine’s Day, we approached Mother’s Day expecting Royal Mail to see up to 15 times the amount of daily volume they process for us, compared with the average calendar week. And without a doubt, the quality of service Royal Mail gave our customers during this period has allowed us to look at further growth opportunities.

At thortful we’re an exclusively online

retailer. We work with 4,000 independent creators and have more than 60,000 unique card designs. In the last three years, we’ve added gifts and flowers to our offering, which is where Royal Mail has the potential to help us go even further.

As one of our three key relationships, Royal Mail deals with almost 99% of everything we send. We started with cards then launched Tracked 24 around 18 months ago, giving us large letters and parcels through your next-day network.

The unique ability Royal Mail has to produce high volumes on a daily basis and have them collected and delivered is really quite special to us and our customers.

As well as giving us 10-15 times the volume day by day compared to nonpeak times, the Mother’s Day period also involved dispatching and delivering at the weekend. We’re producing 24/7 at that time – as we do for Valentine’s Day and Christmas – and Royal Mail increases its collections.

We value the existing relationship we have and I give credit to the teams at Sheffield Mail Centre and Yorkshire Distribution Centre as a key strength in this partnership. Christmas 2023 was our best yet, and with a successful Mother’s Day period behind us we’re in a position to look at how we grow our business with you, which, 12 months ago, wasn’t a conversation we were able to have.

Looking ahead, flowers with Tracked 24 is something we’re exploring. There is volume we could move from DPD to Royal Mail and additional services like Tracked 48 and Second Class.

We want to give our customers choice – and there’s plenty of it at Royal Mail, which is fantastic.

Visit thortful.com

A part of the family

Co-owner of family fashion and gift brand My Rocking Kids Matthew Conway on the crucial role Royal Mail plays in his growing business. my

The two-hour rush before the postie arrives for our 4pm daily collection is something to behold – especially ahead of Mother’s Day.

Early March is one of our peak periods, along with the build-up to Christmas and Father’s Day. From 2-4pm, we’re frantically processing, packing and labelling, trying not to delay the postie, who waits patiently if we’re running a little late.

I started My Rocking Kids with my brother Adam in 2016. We were both new dads and spotted a gap in the market for products to celebrate all occasions and appeal to every member of the family – from kids and

parents to cousins and grandparents. We’re an online retailer selling fashion and personalised gifts.

Seven years ago, we were handling orders from my living room. Today, we have two warehouses and an office in Essex. We even have our own app, are building a social media community and have celebrity customers. We’ve certainly come a long way.

Before Christmas, we arranged our first Saturday Royal Mail pick-up because our Friday postie couldn’t fit everything into their van. So, now we’re shipping six days a week.

We use Tracked 24 because our customers enjoy peace of mind from a tracking number and updates on an item’s journey. It delivers reassurance for us too, because we’re notified when a delivery’s been made. We’re taking small steps into the international market and are using Royal Mail for this, based on your exceptional UK service.

at 4pm, six days a week, means we can promote our offer – and your service –with confidence. And having a patient postie’s a bonus too!

Having reliable Royal Mail support is crucial for us because you’re delivering on our behalf, representing our business in a way. It’s our reputation at stake. We’ve used a rival courier in the past – the service was terrible and customers would blame us.

So, knowing that you’ll be at the door

Visit myrockingkids.co.uk

EXCLUSIVE COURIER DISCOUNT

Are you in?

Change for Good is our mission to build an inclusive culture of dignity and respect across Royal Mail.

We’re committed to creating positive workplaces that are free from discrimination, bullying and harassment –where everyone feels they belong.

So, we’re on a mission to change Royal Mail for the better by building an inclusive culture of dignity and respect, where we all understand what’s acceptable – and what’s not.

Raising concerns

To raise concerns, speak to your manager, or you can use the new Raising Concerns tile on the People App to call out inappropriate behaviours you’ve experienced or witnessed.

It’s about empowering our people to speak up if they experience or witness sexual harassment, racism, disability discrimination or other inappropriate behaviours.

We’re all being encouraged to make commitments on pledge cards and share them on Workplace using #Imin – just like the Bedford Delivery Office team, featured here. And we can all play our role in creating a positive culture by raising concerns through a new tile on our People App.

“We’re all responsible for role-modelling good behaviours, treating each other fairly and being brave enough to call out inappropriate behaviours where we see them,” says Royal Mail Chief Operating Officer Alistair Cochrane. “I urge everyone to get involved, creating #Imin pledges to show your commitment.”

We all have a role to play in creating an inclusive culture as we Change for Good. So, are you in?

Steps to SUCCESS

Misdelivery

Misdeliveries are our biggest cause of complaints and a significant root cause of some Denial of Receipt complaints.

“If we keep delivering items to the wrong address, we’re going to lose customers, revenue and our reputation,” says Dawlish postie Liam Doyle.

FOLLOW THESE STEPS

• Take care when sorting parcels into route order and letters in your frame

• Flick check bundles, extract mis-sorts and report recurring mis-sorts

• Look out for instruction cards highlighting repeat complaints

• Leave a correctly completed P739 if delivering to a Safeplace or neighbour and ensure the correct scan is performed

• Post a P6543 misdelivery retrieval apology card if you’ve misdelivered an item.

WATCH ON WORKPLACE

Here’s why we must stamp out misdeliveries – and how we do it.

Scan at the door, not before

Whenever we scan an item or leave a card, we’re communicating directly with our customers.

Making sure an item is scanned on delivery using the correct PDA option prevents customer confusion and complaints. We only get paid for the international items we scan, so it’s crucial that we check all items for a barcode – and scan them.

“It’s important to scan at the door and not before, so the GPS coordinates match the address once the ‘Delivery attended’ option’s been selected on the PDA,” says Dawlish postie Liam Doyle.

FOLLOW THESE STEPS

• Scan at the door – not before

• Recognise and scan international R and L prefix items to generate payment

• Scan all barcoded items – including non-RM Tracked – at the door.

WATCH ON WORKPLACE

Discover more about making sure this vital part of our service is done correctly.

Signatures matter

Many posting customers value the added proof of delivery that a signature provides. It delivers reassurance that an item’s arrived and clarity on who’s accepted it.

“Services such as Tracked, Signed For and Special Delivery set us apart from our competitors,” says Sheffield North East Customer Operations Manager Daniel Gill.

FOLLOW THESE STEPS

• Capture a signature from the customer every time your PDA prompts for one and take a compliant photo too, if required

• Enter the recipient’s full name

• Not capturing a customer signature can lead to complaints and claims we can’t defend

• Only sign as DWS (delivered without signature) in exceptional circumstances.

WATCH ON WORKPLACE

Explore tips for effective signature capture.

We’re on a mission to protect our customers’ personal data, cut complaints and stay ahead of the competition by remaining diligent on delivery.

Redirections

Getting Redirections wrong could lead to serious consequences, often for vulnerable customers, and harm to Royal Mail. So, keep customer data confidential. Do not share, even with spouses or families of the recipient.

“We need to understand the impact of getting Redirections wrong,” says Newcastleunder-Lyme postie Gareth Vaughan. Redirections need extra protection.

FOLLOW THESE STEPS

• Prepare with care by using the Standard Operating Procedure and your PDA

• Keep Redirections walk cards separate and secure – and check them every day

• Ensure that you complete the Redirection scan indoors, before forwarding

• Check and apply labels carefully (do not over label recipient name)

• Do a final doorstep check to ensure you’re not delivering a walk card OR mail with the new address label to the old address.

WATCH ON WORKPLACE

Here’s how to help us help our customers.

Safeplace

Identifying a compliant Safeplace, scanning the item and posting a P739 with its exact location are crucial in retaining customer confidence in our service.

“The frustration of not knowing where an item is located causes complaints,” says Claire Moody, from our Plymouth Contact Centre. “When a customer loses trust with us, it can drive them to a competitor.”

FOLLOW THESE STEPS

• A compliant Safeplace is secure, hidden from the public and protected from the weather

• Don’t deliver to non-compliant Safeplace locations include doorsteps, bins and beneath cars

• Scan the item as Delivered to Safeplace, entering the exact location and fully complete a P739 card

• Politely decline requests to leave an item in a non-compliant location.

WATCH ON WORKPLACE

Discover more about the importance of Safeplace.

Capture Photo

Our Capture Photo feature is a great example of Royal Mail innovating to meet the needs of our customers.

Non-compliant photos can result in the loss of customers and revenue.

“Complaints include blurred pictures, images where the location can’t be identified and even photos taken in the delivery van,” says Plymouth Contact Centre CE Team Leader Sam CharitosEvans. “This isn’t helpful and doesn’t give our customers confidence.”

FOLLOW THESE STEPS

• If it’s a letterboxable item, capture it posted halfway through the letterbox so the location is identifiable

• If you’re delivering a parcel, take a photo with the door partly open

• At a communal address or business, capture the item at the reception desk, post room or recognised delivery point.

WATCH ON WORKPLACE

Hear from business customer boohoo about Capture Photo’s importance.

Opportunity for growth

Why we’re extending our Network Window.

Spring heralds the start of the shift in our Network Window as some of our delivery offices go live with changes to their attendance times.

This is one of our key priorities for 2024 because the current network does not meet our customer needs. It’s about reducing our reliance on air transportation and using our existing nationwide road and rail network so that we can create a network that’s more reliable, with room for future parcel growth,

and reduce our carbon footprint – all at a reduced cost.

Because road and rail are slower modes of travel, it will take a bit longer to transport mail from our more distant outward plants or hubs to our inward plants and onto delivery units. This will lead to later attendance times for some operational colleagues to ensure we can hit our customer service promises.

Here’s why it’ll help us realise the future potential of Royal Mail.

Using our existing road and rail network gives a more reliable way to connect our network, improving quality. It’s cheaper and lowers our carbon footprint.

Using planes to move mail is less reliable, leading to lower quality of service, it costs more and has carbon emissions.greater

It also restricts growth because there’s a limit on how many parcels you can squeeze into an aircraft.

We’ve worked hard with our trade unions to reduce the impact on our people.

It leads to a more dynamic network that’s responsive to customers’ needs at peak times such as Christmas or Mother’s  Day.

It creates opportunity for future parcel growth, giving us capacity to grow our volumes and next-day deliveries, especially larger parcels, as parcel sizes get bigger.

In Delivery, the joint programme of work has limited the change in attendance times to 60 minutes or less for 85% of walks. Where it was not possible to limit to 60 minutes, attendance times will move up to a maximum of 90 minutes.

Although, for exceptional cases only and where colleagues meet the agreed criteria, an Exceptions Process is in place to help those colleagues finding new attendance times challenging due to personal commitments and responsibilities.

Last letter delivery completion times will vary up to 16.30 hrs, although the majority across the UK are planned to be completed before 15.30 hrs, with 96% of walks by 16.00 hrs.

Help for hard times

When postie Kirsty Allman suffered a devastating accident at home, the charity for postal people was there to support her.

Kirsty Allman was wallpapering a bedroom at the home she shares with her wife when the ladder slipped from beneath her. The fall shattered her knee and broke her tibia in half – catastrophic injuries that would take many months to recover from.

“My wife uses a wheelchair,” Kirsty explains. “I was about to catch her with my leg as I fell so I quickly manoeuvred myself to avoid her and ended up landing on one foot.”

The Rowland Hill mission

Established in 1882, the Rowland Hill Fund is dedicated to improving the lives of postal people. It offers financial grants to those facing homelessness, life-changing health challenges and unexpected financial difficulties.

In 2022-23...

459 applications received £312,000 in grants awarded

Kirsty, a postie based at Ashton-under-Lyne Delivery Office in Greater Manchester, was in hospital for three weeks and underwent major surgery to rebuild her knee. With Kirsty advised to lie flat for a minimum of four months, she and her wife didn’t know how they were going to make ends meet.

When Kirsty’s period of sick pay ran out, her manager told her about the Rowland Hill Fund, and how it can help Royal Mail colleagues in times of need.

“I phoned up straight away and a woman called Dawn – who remained my contact throughout the whole process – responded quickly.

“We were so anxious about how we’d pay the mortgage – but Rowland Hill granted enough to cover it for three months and made our council tax payments for us.”

Kirsty’s recovery has been long and challenging. Before the accident in November 2022, she was sporty and enjoyed walking – one of the many reasons she loves being a postie.

“I try to maintain a positive attitude,” she adds, “but it has been really hard.”

Now back at work on office-based duties, Kirsty says the financial support from Rowland Hill helped ease some of the pressure during this difficult time.

“Without this help, we would have really struggled. We’re so grateful. It certainly made things easier.”

You can learn more, donate and apply for help at rowlandhillfund.org or call the helpline on 0345 600 4586

YOUR HEALTH IN YOUR HANDS

“I first learned about Help@hand during a wellbeing session at the Midlands Super Hub. By the end of the session I’d signed up to become a Wellbeing Ambassador and registered myself, my wife Charlotte and our little one on the Help@hand app.

Charlotte had been stuck waiting for physio on the NHS for several years. When

her hip and knee symptoms got worse, I thought about Help@hand. Charlotte downloaded the app, logged in, and in just a few clicks, we had her first online video consultation booked for the following day. There were plenty of appointment times and you could even choose to have a male or female physiotherapist.

When it was time for the consultation, we logged into the app to connect to a video call. It was just like using Facetime. Charlotte was recommended for eight further sessions, which began within 14 days of the first appointment. For 8-10 weeks she received a variety of support including massage, ultrasound, and acupuncture – all of which have made a significant improvement to Charlotte’s physical and mental wellbeing.

It was such a simple and beneficial process that I was encouraged to use the Help@hand service myself. My consultation was just as quick and straightforward. I received a personalised exercise programme through an external app, and it has been easy to follow. There’s even a feedback tool on each

exercise to log any issues or any pain you might be experiencing – a clever way of helping your physio provide even more targeted support.

Charlotte and I couldn’t be more positive about our experience using Help@hand. The service felt professional and personal. It’s confidential and completely free. I tell everyone I can –sign up and register your family today.”

Hear from our new Wellbeing Sponsors...

“Every one of our colleagues goes above and beyond to deliver for our customers. This year our new mental health programme will provide everyone with the tools to apply that same care to their mental health and supporting those around them. And remember you can access unlimited mental health support through Help@hand available on the Wellbeing Hub.”

HAYLEY JONES-PENNY INTERIM CHIEF PEOPLE OFFICER

MARK TROWBRIDGE

OPERATIONS PLANNING DIRECTOR

“Supporting our mental health has never been more important. Taking time to check in with each other and knowing where to signpost for support is something we can all do. To help you with this, we’re launching our new mental health programme – helping to build confidence and hold open wellbeing conversations. I’d encourage everyone to get involved and learn, focusing upon our own mental health and therefore being best placed to support those around you.”

Changing the conversation

The mental health programme getting us all talking.

With one in two of us experiencing mental health concerns or supporting someone who is, we’re launching our new mental health programme focusing on the importance of talking openly about mental health.

Starting this month, the programme consists of in-person workshops for Managers and Wellbeing Ambassadors, and a collection of online resources will go live later this year.

Covering topics such as understanding mental health, how to spot signs, how to have good conversations and signpost to the right resources, the programme will equip those attending with the tools and resources to confidently support those around them.

Hear from our newly appointed Wellbeing Sponsors (above) – interim Chief People Officer Hayley Jones-Penny, and Operations Planning Director Mark Trowbridge – who are committed to supporting wellbeing.

The Mental Health Programme is being developed in collaboration with Steps, an organisation that partners with businesses all over the world to inspire behaviour change and improve organisations.

WELLBEING WORKSHOPS

Learn how to take care of yourself and those around you with our virtual wellbeing workshops.

The sessions focus on empowerment and cover a wide range of topics, including financial wellbeing, burnout, lifestyle, neurodiversity and suicide awareness. Scan the QR code for more.

MOMENTS THAT MATTER

If you’re going through tricky times or supporting someone else who is, our Moments That Matter guides will help you spot signs and symptoms and learn how to start healthy and helpful conversations. Scan the QR code to jump to it.

WELLBEING AMBASSADORS

Could you be our next Wellbeing Ambassador?

We need colleagues to help raise awareness, signpost co-workers, and improve wellbeing culture in the workplace.

Along with receiving regular updates, details of quarterly events, and a monthly newsletter, you’ll be part of Royal Mail’s wellbeing community, sharing best practice and helping shape future campaigns and activities. Find out more and sign up by scanning the QR code.

Going the distance

Meet the Royal Mail colleagues putting their best feet forward to raise vital funds for British Heart Foundation.

Here at Royal Mail, we’ve been supporting British Heart Foundation (BHF) for over a year now. The money you’ve raised has put defibrillators in communities that need them, helped the charity roll out life-saving CPR training to schools, and funded BHF’s heart helpline freephone number, making it easier for people to speak to a cardiac nurse.

Now it’s time to meet the intrepid Royal Mail colleagues doing their bit by taking on some of the country’s most iconic marathon events.

Kirsty Richardson, Dereham

British Heart Foundation means a lot to Kirsty and her family. Her partner, Craig, has had major heart surgery twice – the first

when he was just four years old, then again aged 25 to replace an aortic valve.

“We met the year after his last open-heart surgery,” Kirsty explains. “He has to go back for check-ups every three years and is on daily medication.

“I decided to raise money for British Heart Foundation because without them my partner wouldn’t be here today.”

Kirsty, who provides day-off cover at Dereham Delivery Office, has been running for four years now, completing the Brighton Marathon in 2021 and the London Marathon in 2022 – both in support of BHF.

When Kirsty takes on this year’s Manchester Marathon, her partner Craig, their children Eva, eight, and Leon, five, and of course her Royal Mail colleagues, will all be cheering her on.

“I can’t find a cure,” Kirsty adds, “but I can help raise funds for the people who can.”

Martin Williamson, Warrington

Martin’s no stranger to running marathons – he’s previously completed six! Since his last one in 2016 however, he’s been through two lots of knee surgery and turned 50. The Manchester Marathon this April will be Martin’s big comeback. As well as raising cash for BHF, this Traffic Office Manager is hoping to get back on the task of growing his marathon medal collection to 10.

Tom Legg, Northampton

After losing his grandfather to a heart attack, postie Tom felt inspired to take on a challenge in his memory. This month, Tom will be one of more than 50,000 runners taking part in the London Marathon 2024 – a huge step outside his comfort zone as he hopes to raise money and do his family proud.

Richard O’Brien, West Yorkshire

Having just celebrated 10 years at Royal Mail, Pricing Manager Richard O’Brien has set his sights on the London Marathon – the city’s biggest single-day event and the ultimate long-distance race.

Richard’s always been a keen runner, having secured the finisher medal at Hull, Manchester, and more recently in Leeds. Eager to beat his personal best of three hours, Richard’s on a strict 12-week training plan in preparation for the big day – with the help of his girlfriend, who took part in the 2023 London Marathon.

With Richard having recently moved from Yorkshire to a new house in the capital, the marathon is the perfect opportunity to familiarise himself with the city, and crossing the finishing line will mark the start of an exciting new chapter. Richard’s girlfriend, family and friends will be taking a trip into London to catch the action from the sidelines, and to treat Richard to a well-earned post-race drink. “I’m really looking forward to having that extra support on race day – it makes all the difference,” Richard told us. “London is such an iconic event that I’ve always wanted to be a part of, so fingers crossed all the training pays off and I can hit a new personal best.”

What would you do if somebody’s heart stopped?

Learn how to give life-saving CPR and how to use a defibrillator in just 15 minutes with RevivR – a free, easy to use, digital training tool. Do it at home today. Maybe even get the family involved. All you need is a mobile phone or tablet, some floor space and a firm cushion to practise on.

MARATHON MAN

Richard O’Brien is hoping for a personal best in London.

FIND OUT MORE

Scan here to complete the training today.

If these stories have inspired you, why not give your Royal Mail runners a sponsor?

SUPPORT Scan the QR code to access the fundraising page and help them reach their £5,700 target which will be matched by Royal Mail.

FIT FOR A KING

Head of Whistleblowing Debbie King on why only an organisation like Royal Mail could warrant an end to her 20-year career in the police.

In Derby city centre, an elderly man shuffles into his high-street bank. He goes to the counter and asks to withdraw a large sum of money. But something’s off. The man is shaken and confused. He says there are people waiting for him outside.

The police are called but the man has gone, so they leave, ready to close the job. But Debbie King, an officer with Derbyshire Constabulary, senses there’s more to it.

Debbie identifies the man and goes to his address. He lives alone and is clearly suffering from dementia. But what strikes Debbie most is the state of the house. There’s unfinished work everywhere – holes in walls, brick dust all over the floors. She asks the man about it and, slowly and innocently, he reveals there are builders taking cash off him in return for work on his property. Work that’s clearly not being done.

Debbie’s hunch, followed by months of meticulous work, led to a crown court case and a team of rogue traders being sent down for defrauding the old man of more than £87,000.

“The victim had no idea what I was doing on his behalf,” Debbie says. “But his vulnerability just made me even more determined to do the right thing.”

Lady in waiting

Before joining the police, Debbie was a single mum of two earning good money selling insurance. She loved the culture and worked her way up to district manager – one of only four females in a team of 30. But after 14 years, Debbie wanted something more fulfilling.

Applying to be a copper was tough –Debbie was 37 and the oldest member of her intake.

“I remember a male officer saying to me, ‘you must be mad – a woman doing this at your age.’ But I was so sure, I didn’t care what it took.”

When to Speak Up

• If you know of or suspect a crime

• If health and safety is at risk

• If you see or experience bullying, harassment or discrimination

• If the environment is being damaged

• If Royal Mail is failing to fulfil a legal obligation

• If you know or suspect any of these is being covered up

Debbie’s determination paid off and in 2001 she started working the beat in Derby. She was in her element, serving her community and doing right by people.

A winning combination of commitment, care, and communication saw Debbie through years in CID, economic crime, and public protection including domestic abuse services.

During a three-year spell helping manage sexual offenders, Debbie tracked down a paedophile who fled to Thailand. The day he landed back on UK tarmac, she was first on the plane to make the arrest.

“He was nice as pie,” Debbie remembers. “I played along smiling and chatting, asking about his life. My colleagues were like, ‘We don’t know how you did that.’ But in those few unguarded minutes, he let slip he’d got married, had a child and his wife was pregnant again. And now I had that information, I could take steps to help protect that mother and her children.”

This capacity for seeing the bigger picture helped Debbie piece together details of a network of distraction burglaries wreaking havoc across the UK. As Detective Sergeant of a National Intelligence Unit, she implemented

processes that helped connect forces nationwide, increase sentences for perpetrators, and crack down on the crime so effectively her unit was eventually disbanded.

Debbie’s daughters grew up and she became sole carer for her grandson – all while juggling life as a detective inspector and spending evenings and weekends on call.

A worthy successor

Debbie was close to retirement when she heard about a job with Royal Mail, heading up an investigations team.

“I loved the police force so much,” she says, “but something about this felt right. Only an organisation like Royal Mail could tear me away!”

Before long Debbie was leading a complex investigation involving an online retail operation that had defrauded Royal Mail of around £3 million.

“Not long after I took the job, I went to see Downtown Abbey at the cinema. I saw the old Royal Mail van in the opening scene, and I just felt so much pride. I knew I’d done the right thing.”

In June 2021, Debbie became Head of Whistleblowing. Widely known as Speak Up, it’s a small team that tackles wrongdoing at every level: theft, fraud, health and safety issues, drug and alcohol misuse, modern slavery, and inappropriate behaviour.

“Some people think security is a man’s world,” Debbie says. “But Speak Up is an all-female team and the skills and experience we bring are incredibly valuable to this type of work.

ON REFLECTION

“There are lots of roles for women. In fact, the Senior Leadership Team in Royal Mail Security is 50/50 male and female”.

Thanks to Debbie and the team, almost every report made to Speak Up is now dealt with in under three months.

“I want people to know that if they make a report to Speak Up, their case will be treated with the utmost care and confidentiality. And where there’s action that can be taken to prevent the same thing happening again, we make sure it is taken.

“I might not be in the police now,” Debbie adds, “but I still get to do what I’ve always believed in – standing up for what’s right.”

HOW TO SPEAK UP

The Speak Up helpline is independent, confidential and available via phone or online 24 hours a day. Call 0800 090 3154 or visit royalmail.gan-compliance.com/p/speakup Remember: always save your ID code and password so you can log in and check for updates.

Single mum Debbie spent 14 years in insurance and two decades fighting crime

Home in on your health and shape up for the summer with a fitness set featuring the latest Fitbit activity tracker, massage and exercise balls, kettlebells and a £50 Decathlon voucher.

Your brilliant bundle also includes five resistance bands and an extra thick exercise mat – ideal for yoga, pilates and aerobics sessions in the comfort of your own living room, bedroom or kitchen.

For the chance to win, just tell us in less than 30 words which story you’ve enjoyed most in this issue of Courier – and why. Email couriercomp@linney.com using ‘Fitness’ in the subject line. Or post

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 3 May and may be published in a future edition.

WIN! One of 10 £10 One4all Gift Cards

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 3 May.

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1.

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13.

Spice Girls, Weather Forecasting

and Viking Britain stamp sets

Spice up your life, unearth our Viking past and celebrate the Met Office’s 170-year reign as the UK’s weather experts with new stamps and collectibles.

A colourful collection of Spice Girls stamps salutes 30 years of Girl Power. The lasting impact of eighth-century seafaring Scandinavians on our nation is explored in our Viking Britain issue. And eight new stamps capture the history, science and future of meteorology.

We’re giving away 10 sets of stamps from our Spice Girls, Viking Britain and Weather Forecasting issues. 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 3 May

Discover more stamps, souvenirs and gifts by visiting royalmail.com/shop or scanning the QR code.

CONGRATULATIONS to Yeovil Delivery Office postie Suzanne Stevens, the autumn-winter 2023 edition winner of West End tickets and a hotel stay.

Readers share tales of Royal Mail life and reflect on stories from the previous edition of Courier.

Relief and pride

Having only had a few days’ sick leave during my 20 years with Royal Mail, that record came to a sudden end last summer when I was rushed to hospital and diagnosed with prostate cancer. I was given hormone treatment and underwent chemotherapy. I’m so grateful for the six months of full pay that meant I haven’t had the financial worries that often come with illness.

I feel so proud to work for Royal Mail and, as an older worker, wish I’d joined the business on leaving school. I look forward to a positive outcome and once again enjoying banter with my workmates.

Taking the Mick

This captivating story about Royal Mail helping the police take down a county lines drugs gang was a great read – it kept me glued. And the bad guys lost! I love how they caught themselves out by leaving their bag in a pub.

We’re marking World Poetry Day on 21 March with an excerpt from a poem called Peace by former Sheffield postie Z T Zacharkiewicz (Zack).

“Following 20 years as a postie, I retired in September 2022,” says Zack. “Retirement brings new experiences, one of which, surprisingly in my case, was an urge to write poetry.

GK Bowler

Postie, Swadlincote Delivery Office

Family tides

This story was fascinating. Everyone knows the role of the railways in mail history, but few will have heard about the vital role of river postmen.

Jason Bright Postie, East Reading Delivery Office

Craig Hallowes

Postie, Goldsworth Park Delivery Office

Three of a kind

This was a great story about three generations of a family at Leicester Delivery Office. I’ve been encouraging my son to consider a career with Royal Mail so shared the article with him.

Karen Madden

Postie, Worthing Delivery Office

SHARE YOUR STORY

Leeds Mail Centre postie Mark Johnson’s the winner of February’s Workplace photo competition. Mark won £150 worth of shopping vouchers for his red-themed shot in celebration of Heart Month. Head to Team Royal Mail on Workplace and use #PicturePerfect with your image and a short description. Check each month’s theme before you post.

“It’s possible that having Parkinson’s disease sparked this creative surge. Perseverance and encouragement resulted in 50 poems blossoming into a published book, My Brain’s Verses, that I’m extremely proud of.”

Peace

World at peace.

Say it again.

Three words in a fantasy story, perhaps. Could it really happen?

What would it be like, Life on our planet, Wars consigned to the past?

Full of goodwill to all. No greed or revenge. No tyrants to bear, The only battles to endure. Fighting disease, Discovering a cure.

Zack’s book of poetry, My Brain’s Verses, is available on Amazon in print and digital formats.

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.

Peace in the Pennines

Meet the Yorkshire postie on a mission to promote the benefits of a working life lived outdoors.

Since joining Halifax Delivery Office as a postie in 2019, Toby Dawtrey has enjoyed his fair share of scenic rounds. But there’s one walk that’s always been a firm favourite.

Cobbled lanes, quaint cottages and sweeping views across the Calder Valley are just some of the daily sights Toby encounters when he’s serving the residents of Manor Drive.

Steep hills, too; but he tackles them with vigour – and not just for the satisfaction of reaching the summit. Toby’s often capturing photos to share on his Instagram account, @theyorkshirepostie, where he talks about the everyday joy he’s rediscovered as a postie.

feel a real sense of closeness with him when I’m out and about.

“To start my day passing his house, and to be able to catch up with his family, always puts a smile on my face.”

Toby’s story has resonated with hundreds of people across the UK and around the globe – he’s even sold a copy to a fellow postal worker in Canada.

In his previous job as a manager for a major UK supermarket, Toby was often stuck indoors working overtime in tough conditions, and it had a serious impact on his mental health.

“Problems build up,” Toby explains. “Struggling with your work-life balance, not enjoying what you do, even not getting enough sunlight – it takes a toll.”

Swapping the office for the outdoors helped Toby get back on track, and he’s found that his outlook on life – and his mental resilience –have been completely transformed by the postie lifestyle.

The job’s seen him through nearly two years of national lockdowns, and in 2021, the loss of a close friend, Paolo –whose parents Toby often visits on his Manor Drive round.

“Paolo and I used to spend so much of our time here,” Toby recalls. “So, I

It was in the months after losing Paolo that Toby was first inspired to launch his Instagram account and document his daily adventures.

“I’ve discovered a brilliant community online,” Toby says. “Like-minded people from all over the country who are interested in walking, photography, the outdoors.

“It’s so exciting to get comments and messages from people asking about Calderdale, too. I’ve always been a proud Yorkshireman, but this job has helped me get to know my home even better. And now I can share that with people.”

For certain family members, accessing Toby’s growing online world proved difficult.

“My nana’s quite tech-savvy, but she’s not too keen on Instagram so I started to think about making something more permanent that would show her what I’ve been building on social media.”

Late last year, armed with nearly three years’ worth of photographs, Toby reached out to a local printer with an idea to put his story in writing.

The Yorkshire Postie, self-published in January, is a celebration of Toby’s home county: the places, the people and, of course, the pretty Pennines. It’s also a tribute to Paolo, with £5 from each book sale going to Yorkshire Cancer Research – a charity Toby’s eager to support after his friend’s four-year cancer battle.

“It’s amazing! I never imagined it would have that kind of reach. To be helping a charity that’s so close to my heart, and to get to connect with such a positive community, means a lot.”

With book sales soaring, Toby’s already planning his next venture.

“There’s only so much you can write in a caption on social media,” Toby adds. “So, the big idea is to create a ‘Yorkshire postie’ blog.

“I’m not putting any pressure on myself; I get so much fulfilment from the day job that I don’t need to make this happen. But Yorkshire’s got so much going for it, and I think it’s so important to have honest conversations about mental health.”

The Yorkshire Postie is available to buy using the link on Toby’s Instagram page, @theyorkshirepostie, or by searching ‘Yorkshire Postie’ on

NEW PERSPECTIVES

Exploring Yorkshire’s beautiful Calder Valley is Toby Dawtrey’s favourite antidote to stress.

Don’t miss an episode of your weekly Royal Mail and Parcelforce news programme, RMtv.

Our team of colleagues are roving the country every week to bring you the updates that matter. Presented by Royal Mail people, RMtv

you, across the UK, every single week. Already in 2024 the team has covered ground in Glasgow, Plymouth, Ponteland, Dundee

Have you seen these?

Going underground

Epping postie Nick Park takes a step back in time at The Postal Museum.

In 1911, the traffic between London stations Paddington and Whitechapel was causing such terrible delays to the post, that plans for a 6.5-mile underground railway got underway.

When it finally opened in 1927, the trains operated for 22 hours a day, departing from Paddington in West London every seven minutes.

The network, which was largely unknown to anyone but postal workers, was used to store national treasures in World War II, and as a safe haven for air-raid wardens who slept in the stations at night.

Today it’s the jewel in the crown of The Postal Museum – a thriving London tourist attraction where special open days

welcome Royal Mail colleagues and their families for free.

In the first year of opening, the museum welcomed more than 198,000 visitors, and the Mail Rail – which features in many British novels and the Bruce Willis movie Hudson Hawk –completed 9,000 trips totalling 6,213 miles.

The carriages are just 80cm wide and 130cm from floor to ceiling – a snug fit even for children. Thankfully, the award-winning audiovisual display that brings the story of the network to life during the 15-minute ride is all the distraction you need.

Back above ground, a short walk over a zebra crossing leads you to The Postal Museum’s permanent exhibition of Royal Mail transport – an illuminating journey through the ages and the many ways we’ve transported letters and parcels during over 500 years of history.

Our final stop was Dressed to Deliver, a temporary exhibition bringing to life the story of the postie’s uniform. From smartly dressed Victorians with buffed buttons to the battles for uniform equality and the allweather activewear sported by the posties of today, this hands-on installation features

Nick went down under to experience 6.5 miles of Mail Rail.

something for all the family and, naturally, I couldn’t resist trying on a few things for size.

The Postal Museum and Mail Rail are situated in Phoenix Place, London.

The Dressed to Deliver exhibition runs until September 2024.

DRESSED TO IMPRESS Nick got stuck in at the Dressed to Deliver exhibition.

TUNNEL VISION

Women of the First World War

Thousands of men left their families and jobs to fight on the First World War frontline, creating opportunities for women to take on General Post Office (GPO) roles previously considered unsuitable. However, these changes came with limitations, a backlash and an understanding that they would only last until the end of the war.

More than 75,000 GPO employees were released to help the war effort between 1914-18. So, 35,000 women were drafted into the GPO to work in jobs which, until then, had been considered unsuitable or too complicated for them. These included the pioneering women of the Central Telegraph Office’s Cable Room, who played a pivotal role in the war effort.

The Postal Museum curator Joanna Espin on the vital role women played – and their battle for independence. DRIVEN

Women could work at later times during the war. There had been fears over the safety of unaccompanied women outdoors and at night, and concerns that they would be overtired from night work. But, as the war went on and there were fewer men available, the perceptions of what women could and couldn’t do were tested and pushed.

A rule that had forced most married women to resign from the GPO in the late 19th century was temporarily dropped But there was division on whether married women should continue working when the war was over. After it ended, the marriage bar was reinstated, which ended the GPO careers of most married women.

The war had a complex impact on women

Some happily relinquished their roles at the end of the war, while others fought to maintain their new independence. Each had their own, unique experiences and hopes for the future.

EXPLORE MORE

Royal Mail colleagues, family members and friends can visit The Postal Museum in London’s Phoenix Place for just £1. Admission includes exhibitions, activities and a ride on Mail Rail – an interactive experience bringing to life more than 100 years of postal engineering. 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 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.

SmartSpendingTM is our discounts benefit which offers discount and cashback deals at more than 800 retailers. We have offers on everything from food shopping and entertainment to travel and gifts for special occasions. These discounts helped colleagues save over £1m last year! The best thing about SmartSpending™ is that you can use it for both online and in-store purchases and you can access the discounts no matter where you are.

Scan here to see the amazing offers on MyBundle+

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