Shoppers describe WHSmith post office as ‘not fit for purpose’

Bath residents say the post office at WHSmith is ‘not fit for purpose’ with reports of staff looking ‘stressed’ and having a ‘nervous breakdown’.

Since July, the Bath Post Office has been situated at WHSmith in Union Street after moving from its old spot in Northgate Street.

This branch, which is open from 8.30am-6pm on Monday-Friday and 11am-3pm on Sunday, has been heavily criticised by locals.

In a series of letters printed in the Bath Chronicle this month, residents have said it is ‘not fit for purpose’, it is too small, it is not very accessible, and the queues are only going to get longer ahead of Christmas.

Bath resident, Charles Stirton, wrote a letter in the newspaper on November 21, which reads: “I wish to express my strong disappointment over the closure of the Main Post Office near the Podium in Bath and its relocation to WHSmith into a smaller space, without any public consultation that I am aware of.

“This area is not fit for purpose in a city like Bath. Like many, I have queued for over 30 minutes on a number of occasions and have noticed that elderly and disabled people are not coping well, especially when laden with parcels.

“Young parents with children are also finding it very difficult to queue for long. Others leave the queue after 15 minutes, especially tourists. This is not a good reflection on our city.

“When Royal Mail closed most of its local post offices around Bath they promised residents that a centralised outlet would improve the range of services for residents.

“There was public outcry at the time, especially as it affected older residents in the suburbs who used the post office not only for postal services but also to collect their pension and in many cases to have their only social outing of the week.

“All that happened with the centralisation move over time, especially after privatisation, was that staff numbers were gradually reduced, self-service machines were introduced, and waiting times were lengthened.

“The reduced space in the move to WHSmith has exacerbated these problems and added others such as a single all services queue and no seating for people waiting. This is an intolerable state of affairs.

“When asked if I could speak to the manager I was told by a teller, who agreed with my concerns and expressed their own unhappiness with the move, that I had to write to WHSmith Customer Services!

“I was also given a phone number, 0333 600 5000, for the Post office’s customer services, but this is almost  permanently engaged so I have not been able to speak to anyone.

“I am writing to ask whether other readers have found the move inconvenient and would like the Post Office to rethink how it serves the people of Bath.

“Perhaps the Post Office should take a leaf out of the recent move of the Nationwide Building Society from a cramped Milsom Street out-let to a spacious more people friendly and expanded office near WHSmith?

“I was recently in Prague and was impressed by the spaciousness, modernity and excellent service of even their outlying suburban post outlets in the city.

“We nearly lost our central library location, have a reduced police presence in Bath and now a reduced post office facility. What is next?”

This struck a chord, as in yesterday’s Bath Chronicle, others criticised the service there too.

Bath resident Julie Trollope wrote: “The current post office facility in WHSmith is not fit for purpose. It should be moved back to where it was, on the corner of Green Street.

“I was there yesterday, and surprised to see some WHSmith uniformed staff behind the counter.

“The staff were looking very stressed, and a Post Office employee said: “We are all having a nervous breakdown.”

“We are now almost a month away from Christmas, so how are they going to cope with the annual Christmas rush..?”

Sue King wrote that the situation ‘beggars belief’.

She wrote: “I completely concur with the views expressed by Charles Stirton (Letters, November 21).

“Not only is the new post office inadequate in size, the actual location is completely unsuitable for many customers.

“There is one small lift in WHSmith making access to the post office almost impossible for many disabled customers.

“Also as it is situated in a pedestrian area far from the nearest car parks, customers have a good distance to walk carrying heavy parcels they may wish to post

“The fact that a city such as Bath has no accessible post office beggars belief.”

Audrey Child said the WHSmith post office is often short-staffed.

She wrote: “I entirely agree with Mr Stirton about the relocation of the main post office. I was amazed when I discovered what had happened.

“In the previous building at least chairs were provided and there were sufficient staff.

“Now you have to stand in a queue, which in busy times can be quite a while, (not good if you are elderly or disabled).

“Also when I was last there only one man was serving the customers.

“That Bath’s main post office should be tucked away in the corner of a shop and without adequate staff or facilities is surely neither good for the city or the welfare of its inhabitants.”

WHSmith is ‘committed to providing vital postal services’

The company said it was committed to providing this important service in Bath.

A WHSmith spokeswoman said: “WHSmith is committed to providing vital postal services to over 200 of the communities we serve, and we take the social responsibilities that come with this very seriously.

“Since the Post Office opened within our store in Bath, we have listened carefully to customer feedback and have introduced a number of tailored improvements, including ensuring clearer access, additional signage and seating.

“We see our partnership with Post Office Limited as a complementary offering to our customers and we are committed to providing this important service in Bath.”

Got a view on this or another local news story? Email richard.mills@reachplc.com.    

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