We’re accelerating our progress to build a stronger, simpler, and more sustainable Post Office for the future. During our January 2026 townhall, our CEO, Neil Brocklehurst, shared an update on our transformation journey, and the progress we’ve made against our Annual Business Plan commitments. Here are the headline updates:
Simplifying and improving remuneration
We’re introducing a clearer, fairer remuneration model to support network health and reward growth. This includes aligning rates and contracts across Mains and Locals Post Office branches, offering a higher income share for banking and travel products and increasing our Operational Excellence Initiative for operators. These changes are designed to make remuneration simpler and more consistent, while ensuring postmasters benefit more directly from the success of their branches.
We’re moving towards a self-serve support model for postmasters, with dedicated support focused on driving branch sales outcomes
We’re proposing a move towards a more streamlined, self-serve support model focused on helping branches grow. We are introducing dedicated Account Teams to give postmasters greater autonomy and provide targeted support to drive commercial outcomes. Alongside this, we’re making digital self-service the default. This means postmasters will be able to raise queries, track issues, and get updates online or through a dedicated support line.
We’re investing £120m to modernise our network
We’re delivering a £120 million branch modernisation programme over the next four years to create a network that meets the needs of today’s customers. This investment will go towards upgraded self-service kiosks, parcel drop-off solutions, and digital marketing screens to improve convenience and efficiency.
Finally, we want to back great operators to grow and scale. One of our strongest assets as a business is the quality of the service, commitment and entrepreneurial spirit of our postmasters. We will introduce a structured framework that makes it easier for postmasters to take on additional branches.
You can watch the full speech here: