Branch accessibility varies by branch and over time as branches move or change operator; confirm entry, aisles and counter arrangements with the branch before travelling.
The network changed, and access changed with it
Between 2012 and 2018, over 7,500 traditional sub-post offices, two in three branches, moved to new operating models, many inside newsagents, convenience stores and petrol stations, while the network held at 11,500 or more branches. Citizens Advice evidence to Parliament records that consultation secured accessibility improvements in about 3 in 4 branch changes, from a new operator installing a permanent ramp before opening to aisles widened for wheelchair users. Satisfaction stayed high: almost 9 in 10 users of the new Local model called their branch accessible. The same evidence, however, flags inconsistency: in 4 in 10 mystery shops, shoppers with compatible hearing aids could not use a hearing loop, and Post Office Limited's website did not then carry branch accessibility information, prompting a commitment to monitor branches and publish the details.
Checking a branch before you travel
Because the network is a mix of Crown branches, franchised counters inside retailers, and mobile vans, there is no single branch standard to rely on. Before travelling, check four things: step-free entry and whether the entrance is level or ramped, aisle width inside the shop where the counter sits, counter height and whether a low or open-plan position exists, and whether a hearing loop is fitted and working. If the branch sits upstairs inside a larger store, ask about the lift size and turning space, since a lift that fits a wheelchair may still defeat a mobility scooter. For rural areas, ask about the mobile service: Post Office Limited's fleet of 40 wheelchair-accessible mobile vans, each with a lift, serves 250 rural locations with core services including letter and parcel postage and personal banking such as cash withdrawal and savings.
When the branch does not work
If your nearest branch fails the check, three fallbacks are worth trying before giving up the trip. First, use another branch: proximity is the reason most people choose a post office, but a slightly further branch with level access beats a near one with steps. Second, ask the branch what it can do differently: staff assistance, a portable ramp, or serving you at a lower counter are reasonable adjustments, and Citizens Advice evidence shows operators agreeing such changes during branch moves. Third, consider whether the transaction needs a branch at all: parcels can often be collected or returned through other points, and banking services at post offices overlap with bank branches and banking hubs. Keep a note of the branch, the date and what failed, since that record is what turns a one-off complaint into evidence a council or consumer body can act on.
