Post Office is launching Post Office Plus, a new concept designed to bring face-to-face services back to UK high streets.
The launch comes in response to consumer demand for more in-person support for important life moments.
Although more people are going online for answers around big life moments, many experience ‘information overload’ and are unsure who to trust – or what is right for them.
New research from Post Office highlights how face-to-face support matters more now than ever, with half of people saying they would be likely to use digital skills training (53%), energy switching services (49%), or will writing guidance (49%), if it were offered in-person in their local area.
The selected Post Office branches will transform into multi-service community hubs, bringing in partners on different days of the week to provide practical guidance designed to make important life moments easier.
By combining Post Office’s trusted high street network with specialist partner expertise, the model will make support more accessible when it matters most.
Founding partners include Utility Warehouse, Octopus Legacy, and Good Things Foundation, each bringing specialist support:
Utility Warehouse, and its network of people around the UK, help customers save time and money by offering energy, mobile, and broadband together in one place.
Octopus Legacy will help people put later-life plans in place, including wills, lasting power of attorney, trusts and estate planning.
Good Things Foundation, sponsored by Amazon Web Services, will support people to build confidence online, from basic digital skills to internet safety and everyday online tasks.
At a time when familiar services have disappeared from many town centres, growing Post Office’s presence and partner services boosts local economies by driving footfall and encouraging people to spend locally.
Beyond economic impact, post offices remain central to community identity and pride, with half of UK consumers saying the presence of a local post office fosters a sense of belonging to the community.
Postmasters and branch teams continue to be highly trusted by their communities, bringing essential local expertise and connections to their work, meaning they are well placed to host partners through the new Post Office Plus community hubs.
Neil Brocklehurst, chief executive, Post Office, said: “At a time when people increasingly want access to trusted face-to-face services close to home, Post Office, as the UK’s largest retail network, will help keep those essential services on the high street.
“Post Office Plus is designed to complement our existing branch network and gives partners space to offer valuable in-person support to customers at a location they trust.
“Post Office Plus will deliver tangible benefits for everyone involved – more support for customers, new opportunities for partners, and new revenue streams for postmasters.”
Post Office minister Blair McDougall MP said: “This is an exciting new chapter for the Post Office and for our high streets, bringing trusted, face-to-face services under one roof so people can easily access the support they need for the moments that matter most.
“As set out in our response to the Green Paper on the Post Office, this government is backing the Post Office to succeed, investing £500 million over the next two years to transform it into a modern, efficient business that remains at the heart of communities across the UK for decades to come.”
The first two concept stores will begin operating this week in Barnsley and Derby. In time, each Post Office Plus location will provide services tailored to local community needs with different partners in branch on set days each week.
Post Office plans to rollout out more concept stores across the UK this year, with an ambition to scale across more sites to bring back services to local high streets.
Sid Atwal, branch manager, Derby City Post Office, said: “We’ve operated in Derby for more than six years, and one of the biggest changes we’ve seen is the decline of in-person services and places where people can access support.
“For many people here, being able to sit down with someone, ask questions and get guidance makes a real difference.
“Post Office Plus gives us a new way to respond to what customers are asking for locally, while showing how branches like ours can play an even bigger role on the high street.”