Norwich Castle Mall Post Office Queues: Warning of Increases to Come

9.16.00pm BST (GMT +0100) Fri 16th May 2008

Official Post Office Ltd figures (see below) show that the closure of three branches in Norwich city could lead to a massive increase in queue lengths at the Castle Mall branch. Simon Wright, Liberal Democrat Parliamentary Spokesman for Norwich South, says the closure of Vauxhall Street, Rosary Road, and North Earlham Post Offices may see an increase of queue lengths by at least a third, and as much as half. He has raised his concerns with Postwatch, the independent watchdog for postal services in the UK.

"The Post Office's own figures show that there is likely to be a considerable increase in queueing times at the Castle Mall branch," said Mr Wright. "If those customers using the three branches on the closure list nearest to the city centre instead use the central Castle Mall branch, then average queue lengths will increase by between a third and a half. This is to say nothing of the impact that closures further out could have on the Castle Mall."

"We already know that there is a huge problem with queueing at the Castle Mall, and I cannot see how they will cope when more branches are closed in Norwich. Postwatch conducted a study into queue lengths at the Castle Mall two years ago, and found that they were too long even then. Many people have spoken to me about their concerns over increasing queue lengths at the Castle Mall, and I felt it was important to raise these concerns with Postwatch."

The regional manager of Postwatch in the East of England, Linda McCord, responded to Mr Wright's concerns:

"Postwatch carried out a follow up project in July 2006 and did see some improvements at Castle Mall with queues reduced to an average of 5 minutes. Since then, we have received hardly any complaints about service levels at the branch.

"However, we are currently monitoring service levels, including queuing times at a number of branches that could be directly affected by proposed closures, this includes Castle Mall. This monitoring will continue until the end of Public Consultation on 2 June 2008. We hope that local users will respond to the Consultation and highlight any concerns, particularly in respect to migration of customers to Castle Mall from proposed closures in the area."

Simon Wright added: "I'm very pleased that Postwatch are looking into queue times again at the Castle Mall, in light of the current closure programme. I would echo their suggestion that people in Norwich raise concerns about the extra strain that closures will put on the Castle Mall."

NOTES:

1. Average Number of Customer Sessions per week (taken from Post Office Ltd figures published in the 'Branch Access Report'):

CM: 7000 - 7499

Rosary Road: 1000 - 1499

Vauxhall Street: 1000 - 1499

North Earlham 500 - 749

(Total of these three branches on the closure list = 2500 - 3747)