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Helen Thaker, who has run the Dentons Green branch on Greenfield Road since 2001, claims the change is driving customers away from using Post Office services reducing vital commission-based income.
She stated that she believes the decision reflects a wider breakdown in the relationship between Royal Mail and the Post Office and is “taking the bread and butter” away from post offices.
The Star reported in August after red pillar boxes had started to be removed in St Helens, including outside of post offices, and replaced by new solar-powered post boxes.
Royal Mail said this was due to an upgrade as part of a national modernisation programme, claiming the new post box aims “to maximise choice and convenience for our customers”.
However, Helen said that the post box outside her Post Office was changed “with no prior consultation” to a drop box and that this conflicts with her business by discouraging customers from using the Post Office services and decreasing footfall.
“I am aware these boxes maybe useful for some customers when not in location near a post office, but the only reason I see to put this type of box to be put outside a post office is basically not to help with customer convenience but to harm the post office it is outside of,” she said.
“Since Royal Mail and the Post Office split into two companies back in 2012, it seems like the relationship has broken down and has been going through an ugly divorce, with Royal Mail targeting our loyal customers by directly poaching larger postal users directly.
“In our local area other post boxes could have been changed in this way, which would have helped customers access parcel drop off in a more logical place than outside a post office. Royal Mail is just targeting us as a busy office so commission payments will be reduced.”
Helen added: “Post offices up and down the country are being targeted by Royal Mail in this way, they say it is modernisation of boxes, but as Royal Mail proceed in this modernisation they are taking the bread and butter away from your post offices.
“We have taken this up with Royal Mail and asked for the box to be returned to a letter-only box for the convenience of our customers or for it to be removed from our land which is not what we want.
“However I fear Royal Mail will be stubborn and not return this box to its original fit and remove box.
“I cannot allow this underhanded behaviour from a bigger bully company.”
She said that she is fortunate to have the support of her customers, and that the post office serves as an important part of the community.
“Most people don’t realise we are commission-based,” she added.
“Something like this chips away at the income we’ve got. If it is for the convenience of the customers, then put it somewhere where it is convenient.
“I want it changed back to a normal post box.
“They are deliberately targeting post offices, there are so many right outside post offices.
“I am lucky my customers are really good and they realise it is helping the community by keeping the Post Office open.
“I love my job and I love the community spirit with my branch and I would hate for something like this to make it unprofitable.”
When the Star contacted Royal Mail for a response, a spokesperson said: “Our new post boxes of the future offer another a convenient way for customers to access Royal Mail’s services, alongside home delivery and collection, our Customer Service Points, Post Office branches, lockers and Royal Mail Shop outlets.
“We’re pleased to see positive feedback from customers in areas where the new postboxes have already been introduced, and we’re hopeful that local residents will find them just as useful and convenient.”
