Royal Mail Courier Winter 2020

What we do and why we do it makes us who we are

Update | Inspire | Celebrate

A WINDOW WONDERLAND

@myroyalmailuk

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@myroyalmailuk

Amira stars in our Christmas collaboration with Selfridges

WINTER 20/21 Year in review

Our 2020: So, what just happened?

The Big Interview

Our 2021: CEO Stuart on what happens next

Our future

Spotlight on Warrington’s hi-tech hub

WIN! A Selfridges deli hamper worth £300

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AUTUMN 2020

GOLD RIBBON

CUSTOMER EXPERIENCE

Car Insurance

WINTER 20/21

WELCOME WINTER 2020/21 COVER Watford postwoman Amira Rahmoune photographed for Courier on 13 November 2020 at Selfridges on London’s Oxford Street.

GET IN TOUCH Let us know what you think about your new-look Courier. Share your feedback and story ideas. Tell us what you want to read about and let us know what you’re up to.

CALL 0800 7922 5673 EMAIL courier@linney.com WRITE Courier, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW TEAM Paul Smith – Editor at Royal Mail Damon Parkin – Editor at Linney Create PRINTING PCP, Haldane, Halesfield 1, Telford, Shropshire TF7 4QQ MAILING MAMS, 4 Middleton Grove, Leeds LS11 5BX DISTRIBUTION To notify HR of a change of address, employees should email HRSC.Personal.Data@royalmail.com or write to The HR Service Centre, Pond Street, Sheffield S98 6HR Pensioners should write to: Pensions Services Centre, PO Box 5863, HRSC, Pond Street, Sheffield S98 6AB ADVERTISING To advertise in the next edition of Courier, email royalmailadvertising@linney.com for details of availability, suitability and rates. Courier is delivered to c.134,000 homes four times a year.

Together we handled our greatest challenge Wow. What a year. None of us could have predicted what 2020 brought us. I know it’s been hard. When I’ve been out in the operation, I’ve seen how much and how quickly you’ve had to change, and how much pressure it has put on you.

All over the business, we have successfully adapted. The technology team has worked wonders ensuring that people can work remotely when they need to. Our customer experience colleagues have been amazing, helping customers. The commercial and operations teams have worked closely to deliver new products to collect and move testing kits in the fight against the virus. I’m grateful to all of you.

Our commitment to deliver for our customers has been recognised across the country. Royal Mail postmen and women have rightly been hailed as heroes and we’ve received praise from the public and authorities throughout the year. We’ve always said that we deliver everywhere and every day, no matter what the world throws at us. This year, we more than demonstrated that.

Great people, trusted to deliver.

WE STILL FACE CHALLENGING TIMES. BUT I’M EXTREMELY OPTIMISTIC FOR THE FUTURE.

This year’s peak period is going to be our biggest ever. Many of you have described the summer as being like peak. Now we’re getting even more volumes. As a business, we’ve done what we can to support you. We’ve opened more parcel sort centres and hired more flexible workers to make sure we continue to deliver for our customers.

I know this is a time of increased pressure on you. Thank you for your commitment. I know you’ll do your best.

I’m in no doubt this business still faces challenging times. But I’m extremely optimistic about the future. We’re making changes we need to make. And we’re working together to give our customers a great Christmas. No company has better people. That’s why we’ll succeed.

In 2020, we faced unprecedented challenges. The fact we not only got through them, but got to the end of the year in a better position than we started, shows how bright our future can be. I’m very much looking forward to 2021.

I wish you a very merry Christmas and a happy and healthy New Year.

STUART SIMPSON Interim CEO Royal Mail

Some photographs in this edition were taken before the business implemented the standard to wear face coverings indoors.

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THIS ISSUE

AT A GLANCE

Welcome Welcome to your new-look Courier – we hope it’s been worth the wait.

In line with the transformation of our business, we’re updating your Courier too.

Our traditional monthly newspaper has become a quarterly magazine, with a look and feel reflecting the changes being made to inspire a bright future and a modern Royal Mail.

Courier remains a publication for our people – you are integral to its success. That’s why we’re recruiting frontline colleagues to join our Editorial Panel to help shape the content and direction of future editions. Get in touch if you’re interested and you could be writing this column in our spring 2021 issue.

We’ve a new mission statement – to Update, Inspire and Celebrate. We want every story to do at least one of these things. That’s our checklist to make sure we’re bringing you the stories that matter. Please keep us in line by sharing your views about your new-look Courier, along with stories and ideas.

09 SOCIAL CHRISTMASSING From Santa’s workshop to South Midlands Mail Centre – meet the elves sharing Royal Mail’s Christmas story on social media.

25 WHAT JUST HAPPENED? We look back on a year like no other. The story of 2020 features tales of heroic key workers delivering more than just mail for our customers – and the nation.

Happy reading!

34 DESTINATION: BAKEWELL We hit the street with the Royal Mail team serving this picture postcard Peak District town.

PAUL SMITH Editor paul.smith9@royalmail.com

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Winter 20/21

JOIN THE COURIER TEAM We’re inviting Courier readers in all roles and locations to join our new Editorial Panel. It’s your chance to share feedback and propose ideas for topics you want us to cover. Our first six panel members will be involved in editorial conferences covering our spring and summer 2021 editions. Want to be involved?

Email courier@linney.com to share your feedback on this issue and tell us why you would like to be part of the Courier team.

EA HALF Y

NUMB E R S NUMB E R S NUMB E R S NUMB E R S MB E R S

Android users If your device doesn’t have a builtin QR reader, download and open a QR reader app and point your camera at the code.

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19/2020 . . . .

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53% 47 % PARCELS

LETTERS

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0/2021 . . .

202 ..

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40% 60% PARCELS

LETTERS

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iPhone users with iOS 11 or later Open your camera app, frame the QR code and tap the link. Earlier versions of iOS may require a QR reader app.

Our first loss since privatisation

The first half of the year continued to see a staggering reduction in letter volumes we deliver

...

“If 2020 was a parcel, I’d return to sender.” Nottingham postman Simon Holmes on delivering for his community during the pandemic.

-£129 million

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A LIFE IN THE YEAR

increase in revenue (income paid by our customers)

However, this benefit has effectively been cancelled out by increased costs

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31

4.9%

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WIN!

The growth in online shopping during the coronavirus pandemic, combined with our increased focus on delivering more of what our customers want, has led to a performance that has been above our initial expectations

..

Win Star Trek stamps, gift cards and a festive hamper worth £300.

HALF-YEAR FINANCIAL RESULTS FOR 2020/21

E

SOMETHING FOR YOU

USING QR CODES Use your smart device’s camera to scan codes throughout this edition of Courier for more features and interviews.

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BY THE NUMBERS

HALF Y

Stuart Simpson reflects on one of the most challenging periods in our 500-year history, shares the next steps on our transformation journey and answers Courier readers’ questions in our in-depth interview.

NUMB E R S

NU CEO STUART: SHAPING UP FOR 2021

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NUMB E R S

IF WE DO THE RIGHT THINGS, WE’RE SETTING OURSELVES UP FOR SUCCESS.

THIS ISSUE

31 28

Parcel volumes up

% %

Addressed letter volumes down

For the first time in our 504‑year history we now make more money from parcels than letters WATCH Scan the QR code for an RMtv Special interview with interim executive chair Keith Williams and interim CEO Stuart Simpson. myroyalmail.com

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THURSDAY 5 NOVEMBER 2020 On the first day of England’s second lockdown, Northampton postman Dave Curtis delivers a parcel to Reverend Allison Twigg at the Church of St James in Hollowell.

The church’s stained-glass Nativity scene features on a new Royal Mail Christmas 2020 stamp (above).

Turn to page 38 for your chance to win a set of eight new stamps depicting the classic Christmas story in stained-glass art adorning the windows of Anglican churches across the country.

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Winter 20/21

WINTER 20/21

THE BIG PICTURE

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GOOD TO KNOW

ROUND-UP

FLU FIGHTERS

ELECTRIC DREAMS

MATTERS OF FACT

Don’t hesitate – vaccinate. Use your voucher for a free flu jab at LloydsPharmacy by 31 December.

Royal Mail has joined the UK Electric Fleets Coalition, which is calling for 100 per cent electric vehicle sales by 2030.

UK shoppers spend on average £83 a month online, according to Royal Mail’s Delivery Matters study.

Fantastic four ready to roll as parcels soar PDA upgrade: The power’s in your hands The PDA renewal team is calling on postmen and women to share feedback on the best and worst aspects of your devices as part of a project to review and refresh these essential tools.

From the most effective features to frustrations around functionality – the views of users will highlight the benefits, along with the limitations preventing us delivering exceptional customer service.

“As we begin preparations to replace our PDAs, we want frontline colleagues to share their experiences as part of our survey,” said PDA renewal programme manager Raj Tailor.

“Your feedback is an important part of the process. PDAs will play a key role on our transformation journey, so we need to make sure they’re designed with you in mind and fit for the future.”

PDAs: HAVE YOUR SAY Scan the QR code and complete the short PDA survey before 21 January 2021 to share your feedback.

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Winter 20/21

Four new fully-automated parcel sort machines rolling out across Tyneside, Southampton, Nottingham and Medway Mail Centres in 2021 will mark a major milestone on our transformation journey.

The machines will process up to 10,000 parcels an hour.

Investment in cutting-edge automation is a key part of our ambition to become a parcels-led business.

Tyneside OPG Leanne O’Hagan is looking forward to her mail centre’s parcel sort machine installation. “Parcel volumes have rocketed this year, especially since the pandemic hit,” said Leanne. “Items appear to

be getting larger and heavier too, which has been a real challenge. So, this is great news for Tyneside and an important investment for Royal Mail.”

Research by Royal Mail and the Centre for Economics and Business Research reveals that nearly 16,000 e-commerce businesses were launched between March and July 2020 as entrepreneurs capitalised on the rise of online retail, leading to a growth in parcel volumes.

WATCH Scan the code for an interview with Simon Barker on plans for more parcel sort machines.

RAISING THE VOLUME A parcel sort machine in action at Bristol Mail Centre.

Home service a hit with customers Our groundbreaking pick-up service is going down well on the doorstep, as customers enjoy the queue-dodging convenience of home parcel collection. October’s launch of Parcel Collect was one of the most dramatic developments in our delivery service since the introduction of

the postbox in 1852. Almost 80,000 items were booked in the first four weeks. Customer Claire Roebuck-Sacks, from Bristol, said: “The service was a really easy and convenient way to send a gift to my aunt. I have a new baby, so time is precious. I’ll be using it again to send parcels.”

GOOD TO KNOW

ROUND-UP

CHRISTMAS

Festive films are driving home our Christmas story Fun-loving postman Matt Woods swapped his Royal Mail uniform for an elf’s outfit as part of a campaign highlighting how we’ll be delivering Christmas for the UK. Matt, from Stratford-upon-Avon and Bradford on Avon delivery office manager Michael Francis are starring in a series of 20 short films screened on our social media channels throughout the festive season.

The films, also featuring Swindon people change manager Matt Fox as Father Christmas, cover a range of products and services – including Letters to Santa.

“We want customers to know that we’re in good shape to deal with increased parcel volumes as we head into our busiest ever Christmas,” said field operations director Ricky McAulay. “The films showcase our parcel sort machines, parcel postboxes and new features on the Royal Mail app.”

Matt and his co-stars took part in socially‑distanced online rehearsals ahead of the film shoot at various Royal Mail locations.

“It was fun to work with colleagues from across the country to promote our work,” said Matt. “As a frontline postman, it was fascinating to discover more about the journey of an item before it reaches us.”

ELF PORTRAIT Michael Francis, Matt Woods and (right) Matt Fox filming at South Midlands Mail Centre.

Scan the code to watch our elves in action on Twitter.

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CHRISTMAS 2020

A Christmas get-together Festive pop-up space and window display at flagship store celebrates an iconic partnership.

Royal Mail has a sackful of surprises in store for festive gift-hunters hoping to make it a Christmas to remember – after a year to forget.

Our dedicated one-stop ‘shop and ship’ pop-up space within Selfridges’ flagship Oxford Street store in London features a unique range of Royal Mail-themed gifts. Alongside designer clothing, festive baubles, mugs and limited edition souvenirs, Selfridges customers will enjoy

WE’RE COMBINING ROYAL MAIL’S RICH HERITAGE WITH SELFRIDGES’ STATUS AS A STYLISH BRAND.

a professional wrapping and delivery service as well as our ever-popular Santa Mail.

Royal Mail at Selfridges brings together the UK’s most trusted mails business and one of the world’s favourite department stores. The pop-up space is decorated with iconic postal paraphernalia, including pillar boxes, sacks, and even a mini vintage Royal Mail van.

“We’re combining Royal Mail’s rich heritage and trusted role with Selfridges’ status as a prestige, stylish brand,” says our chief commercial officer Nick Landon.

“We’re helping attract shoppers to Selfridges – in-store and online – after a tough year for the UK’s high street, while demonstrating the important role Royal Mail plays in retail. It’s also an opportunity for us to branch out by working with designers to create a unique range of Royal Mail merchandise – which even includes upcycled clothing and furniture made from mail sacks.”

The immersive store experience opens to the public this month. The range will also be on sale at Selfridges’ Manchester and Birmingham stores and is available now at selfridges.com

WIN A SELFRIDGES HAMPER We’re celebrating our Christmas collaboration by giving away a Selfridges Festive Deli hamper worth £300. Enter our competition on page 38.

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Winter 20/21

AMIRA IMAGE Watford postwoman Amira outside Selfridges’ flagship Oxford Street branch in London where Royal Mail’s festive popup space is being promoted in a store-front window display.

Amira’s role as window shopper showstopper It’s the most windowful time of the year for Watford postwoman Amira Rahmoune, who’s starring in a major Christmas campaign for one of the world’s leading department stores.

Amira joins models and actors in a festive film being shown in a Selfridges store-front window and online to promote its Christmas range.

“I was invited to represent the UK’s key workers in the film,” says Amira. “I’m a character called The Messenger and I appear in my Royal Mail uniform alongside an Afghan hound.”

Another of the store’s display windows promotes Royal Mail’s pop-up space, with a Christmas tree made of parcels, letters and cards alongside other mail-related memorabilia.

“I’d usually associate Royal Mail being in Selfridges with us delivering mail to the store – not actually selling our own gifts,” adds Amira, who, with her colleagues in Watford, is preparing for our busiest ever Christmas.

“Most of 2020 has felt like a peak period, so we’re ready to deal with whatever challenges December brings. And because this Christmas will be unlike any other, we know we’re helping keep families connected, even if they can’t be together.”

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THE BIG INTERVIEW

STUART SIMPSON

KEEPING OUR CUSTOMERS AT THE HEART OF EVERYTHING WILL DELIVER A SUCCESSFUL FUTURE Interim CEO Stuart Simpson reflects on the most challenging period in our recent history, shares his vision for our future and answers questions from Courier readers.

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Winter 20/21

F I T T O FA C E T HE F U T UR E

I WAS HONOURED HUMBLED

S

S

I STILL AM

It was a Sunday afternoon in early summer when Stuart Simpson got the phone call. “I was watching a film with my wife and kids, with a glass of wine in my hand, when [interim executive chair] Keith Williams called me,” recalls Stuart. The call was to offer Stuart the role of interim CEO of Royal Mail.

“I was extremely honoured and very humbled. I still am.” He was also conscious that he was taking the helm at a crucial time for Royal Mail.

The country was in lockdown and the business was facing the need to change, quickly. myroyalmail.com

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Narenda Sapa Workplace coach, Birmingham Mail Centre NARENDA: The business is building two parcel hubs. How will it affect me and my mail centre?

We’re helping to fight Covid-19 and the commitment of our people is just outstanding.

STUART: If we look around us this year, we’ve almost seen what the future looks like. When the parcel hubs come online, we’ll still need to continue to process the smaller parcels through the mail centre footprint, so all of our current mail centres will continue to be critical to serving what our customer needs are. As parcel volumes increase, we’ll see whether we can move some of the work and the shifts around. The positive message is that we’re installing more automation in all of our mail centres. This will ensure good-quality, sustainable jobs to support Royal Mail in the future.

Crisis point

Changing for customers

“We’d kept a close eye on what was happening around the world, so we knew this was going to be a significant issue for us,” says Stuart. “The priority was firstly to keep our people safe, and then to deliver the mail for the country.”

Royal Mail closed its admin offices quickly and the technology teams worked hard to make sure that people who needed to work from home were able to. At the same time, the business invested heavily in protective equipment and rapidly changed processes to ensure the mail could continue to be delivered.

On every site I visited, I could see how the mail had changed,” adds Stuart, who’s spent time in operational sites across Britain. “We had far fewer letters, but parcel volumes had gone through the roof.

“It’s important to me that I get feedback from the frontline and for me to show my gratitude for their fantastic work on behalf of the senior leadership team. I could see how hard people were working to deliver for our customers and I could see the pride they had in their jobs. This is really demonstrated with the test kits – we’re helping to fight Covid-19 and the commitment of our people is just outstanding.”

The changes we’ve encountered during the pandemic are here to stay, says Stuart. “At the start, we were worried that Covid-19 would have a catastrophic effect on Royal Mail. But, actually, it has meant huge opportunities. It’s true that letter volumes have fallen, but the growth in parcels is really great news.

“Customer behaviours have changed,” Stuart continues. “More people are getting used to online shopping, and those who were already experienced in it are now shopping in new areas. We have to grasp this opportunity now to give our customers what they need.

“And when I speak to businesses, they tell me that they want a faster speed through the network so they can get parcels in their customers’ hands as quickly as possible and at a high quality.”

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Winter 20/21

STUART SAYS Letter volumes have fallen, but the growth in parcels is really great news.

THE BIG INTERVIEW

STUART SIMPSON Some of the ways we’re going to do that are already in progress. For example, the new parcel hubs in the North West and the Midlands will remove sortation steps, increasing efficiency and removing some of the cost. That’s key, as we’re not the cheapest.

Kelvin Caines Postman, St Albans Delivery Office

We have to grasp this opportunity now to give customers what they want.

KELVIN: I know Covid-19 has halted things, but we’d like to know what direction we’re going in.

STUART: Covid-19 feels like it has changed everything, but really it has only accelerated the dynamics of our business – one of letters decline and parcels growth. For the first time ever we make more money now from parcels than we do letters, with parcel volumes up 31% so far this year. We need to invest in our business to become profitable again – and sustainable. If we do the right things, which I think we are, we’re setting ourselves up for success.

Phillip Edwards Delivery office manager, Birmingham Central Delivery Office PHILLIP: Where are we with the CWU negotiations?

STUART: We’ve been in intensive negotiations since July. These have been conducted in a respectful and mature way.

We have put all of our issues on the table, as has the union. We want to face up to the incredible changes we’re seeing in the market. I have seen us work together incredibly well in the past. We want to hold on to that, to find an agreement – together – and work to drive the changes we need to keep up with this incredible opportunity we have in the market.

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THE BIG INTERVIEW

STUART SIMPSON “When I’ve been in the operation, it’s clear that people know we need to change. They see what our customers want, and what our competitors are doing. They’re impatient to get on with the job. It’s crucial we get this transformation right.”

Working with the CWU and Unite is really important, says Stuart. “I spend a lot of time talking to the unions.

We all agree that the market is changing and we have to change with it. I want us to reach agreement on how we make those changes, to ensure we have a fairer working environment, and can deliver for our customers for many more years.

“In the offices I’ve visited, I’ve seen how a good relationship between the rep and the manager leads to a really strong office. It improves Royal Mail. I want to see that sort of relationship between the company and the unions at all levels – working together to deliver a successful future for the company.”

Change comes best when we do it together, as a team, and with our unions as well.

A strong future Stuart has a clear vision for the future, both in the short and longer term. “Royal Mail needs to make the most of the opportunities we’re seeing. To do that, we need to accelerate the transformation. We need to change the culture and ways of working so that everything we do is focused on the customer. I need everyone with us.

“I want us to be a customer-led organisation, really focused on the growth opportunities whenever they appear. We’re going to put the customer at the heart of everything we do. If we do that, we’ll have a long-term sustainable business.

“In five years’ time, I see Royal Mail as the country’s leading delivery company. We’ll be financially sustainable. We’ll have great people, trusted to deliver.

Just as we do now.”

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Winter 20/21

Mohammed Naheeb Operations manager, Parcelforce, Birmingham MOHAMMED: I understand there’s a need for change. I see we have a lot more red tape to cut through before we make a change. Our competitors don’t have that.

How do we make sure changes are made as quickly as they can be?

STUART: One of the first things I did when I became the interim CEO was to look at our management structure. I feel really passionate about leaning down the structures and taking out layers, to make sure I, and my senior managers, get as close to the frontline as possible to make quicker decisions. I realise in doing this it is a tough time for everyone involved. Change comes best when we do it together, as a team, and with our unions as well. It’s also about making sure we work together and focus on the things we can all do to make this business change for the better.

Philip Atkinson Postman, Worksop Delivery Office PHILIP: How can we make Royal Mail more recognised?

STUART: I think Royal Mail is widely recognised due to our history, size and what we do in communities. That recognition has only strengthened with our role during the pandemic. As individuals and in units, I also think it’s really important we celebrate our achievements. We are constantly looking at ways to do that. A good example is the CEO/COO Awards we held for the first time in the last financial year. We’re running them again now. We’ve seen some great examples of individuals and teams going above and beyond – just like your team at Worksop Delivery Office – and this is something we want to celebrate and recognise.

Zsofia Benfold Delivery line manager, Bristol North Delivery Office ZSOFIA: How can we manage parcel volumes this Christmas?

STUART: We’ve put a huge amount of work in to getting ready for this Christmas. We’re employing 33,000 flexible workers, who will join all of our colleagues already doing an amazing job.

We have tens of thousands of additional york containers, we’ve hired 7,0008,000 additional vehicles for delivery and have more than 10 locations helping us through peak, including new sites in Northampton and Milton Keynes. We have flexed every part of our network to make sure we deliver a fantastic Christmas for our customers. It’s the efforts of everyone pulling together that will really secure Christmas.

That’s what sets Royal Mail apart from our competitors.

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OUR BUSINESS

NORTH WEST HUB

Take a virtual tour of our new world-class North West Hub – a parcels pioneer.

Making sure we are fit for the future and ready to deliver the best service in an ever-growing parcels market is key to our transformation.

Our North West Hub in Warrington – which is due to start operating in spring 2022 – will boast an Automated Parcel Sorting System (APSS), the first of its kind in our network.

Spearheading the project at the heart of our strategy is plant manager Eddie Douglas, who is gearing up for the biggest change he has experienced in 38 years with the business.

“Moving into a brand-new site and delivering the first fully-automated parcel operation will be a proud moment,” he said. “We’ve seen the growth of parcels over the past few years but the Covid-19 crisis has accelerated this with so much online shopping. We don’t know for sure if this new volume will ever subside.

“The new hub is part of the journey to help futureproof our business for the challenges ahead.”

EDDIE DOUGLAS IS GEARING UP FOR THE BIGGEST CHANGE HE HAS EXPERIENCED IN 38 YEARS.

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Boosting capacity

40,00060,000 Automated hub performance

EDDIE, SET, GO Plant manager Eddie Douglas is gearing up for a spring 2022 launch.

PARCELS AN HOUR

800,000

+parcels a day

HUB OF ACTIVITY The opening of our North West Hub will be a major step on our transformation journey. Eddie Douglas says: “This will give us a fantastic advantage as parcels demand continues to grow.”

For the record The APSS at North West Hub will cover ground the size of four-and-a-half football pitches.

850m

ROBOTIC YORK TIPPERS The North West Hub will have a number of robotic york tippers, similar to this one in action at Australia Post’s state-of-the-art parcel processing facility in Sydney.

Smart moves As all the parcels will be scanned, the amount of data we can quickly collect will be crucial to help the business be more commercially smart moving forwards. For example, the size of every parcel will be automatically recorded, which will help our charging teams to track actual parcel sizes against large client contracts and check we are charging enough for our services.

The scanning will also provide customers with more information about the journey of their parcels using automated emails.

Its three sortation ‘tracks’ are around 860m long – more than double the size of a standard running track.

RECTIFICATION AREA For in-line handling of exception parcels.

Game-changing technology The scale of the APSS equipment will help transform our operation’s capability.

Not only can the machinery sort both large and small parcels together, sending them to separate output yorks, but around 50 per cent of the volume will be sorted to a delivery office level – increasing our pipeline efficiency.

Flex appeal The Hub allows customers to provide parcels in yorks, pallets or loose loaded.

This gives our customers lots of options on how to send their parcels to us, and ensures that we can offer a flexible and customer-friendly service.

After all, we want to make our customers’ lives easier.

DWS TUNNEL The Dimensioning, Weighting and Scanning Tunnel (DWS) captures a six-sided image of a parcel, scans the barcode, reads its address and records its size and weight.

158 KM

Each track moves at 4.7mph. Over the course of a night, each one will travel 158km – the equivalent of 3.7 marathons.

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102

There are 102 staircases and about 1,500 steps – almost enough to climb to the top of the Eiffel Tower.

Construction is underway near Daventry on our Midlands Hub, which will become the largest in our network – equivalent in size to around 10 football pitches.

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212g CO2e

2019/20 REVIEW

NUMBER CRUNCHER

1in 194

17years

32%

jobs in the UK are provided by Royal Mail

1.3 billion

average generated per parcel

of Royal Mail’s UK senior managers are female

parcels and 13 billion letters handled

89

reduction in UK Lost Time Accident Frequency Rate

14

35

%

22%

of our business customers rate us as easy to do business with

%

of new contracts were awarded to SMEs

2%

reduction in UK carbon emissions

% of Royal Mail

13%

people declare themselves to be from BAME backgrounds

describe themselves as having a disability

5

%

identify as lesbian, gay or bisexual and 1% describe themselves as transgender

MAKING IT COUNT Figures taken from Royal Mail Group’s 2019-20 Corporate Responsibility Report. Scan the QR code to discover more stories and statistics.

20

average length of employee service

Winter 20/21

£5.2 million contributed to good causes and charitable schemes

c.48,500 Royal Mail vehicles across the UK (including c. 2,900 trailers)

£5.7 billion

directly contributed to the UK economy

by Royal Mail

7th

largest contribution to the UK economy of any UK company

297

alternative fuel vehicles in the UK

WINTER 20/21

MARK BAULCH WRITES

Testing times CWU assistant secretary outdoor Mark Baulch on bespoke weekend test kit collections, our unique role in the national effort and the power of effective joint working.

Test kit collections have underlined what we already knew: no other organisation can do what Royal Mail does.

35,000 priority postboxes, 15,000 of which we’re using for this bespoke weekend service

At a time when the country is relying on Royal Mail more than ever, our members have stepped up and demonstrated their value to the communities they serve.

That’s no surprise, of course. You’ve always played an important role in UK society – one that extends far beyond the USO. And this year, the coronavirus test kit collections have underlined what we already knew: no other organisation can do what Royal Mail does.

That’s down to you.

After a challenging spring and summer, we were all hoping for brighter skies in the autumn.

That’s not been the case, with the second wave proving worse than the original outbreak.

So, it’s been vital to ramp up testing. Bespoke weekend collections means more people can be tested, with kits picked up from priority postboxes on Saturday and Sunday afternoons and evenings.

That’s not everyone’s favourite time of the week to be working; however, it will suit those wanting to earn additional money in the lead-up to Christmas and part-time colleagues who’d like to boost their hours.

There have been operational difficulties to overcome – but we’ve been working through them.

Throughout the year, our priority has been the safety of our members. We want all managers, reps and frontline people to follow the Safe Systems of Work and be equipped with the protection they need. We’ve worked with Royal Mail to put equipment and processes in place and act on feedback from the ground.

Our members deserve credit for their courage and commitment during a challenging year. It’s also important to recognise the role that effective joint working between CWU and Royal Mail has played in keeping them safe, informed and able to deliver the crucial test kit service.

The joint approach with this service has proved that, when neither side has all the answers, you can overcome issues and find solutions if you work collectively. That’s good for the business and our members. We’d urge the company to do similar in all activities where there is joint benefit.

WEEKEND WARRIORS Our bespoke weekend collection teams pick up test kits on Saturday and Sunday afternoons and evenings. myroyalmail.com

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THERE’S PLENTY HAPPENING ACROSS OUR BUSINESS – AND BEYOND. PULL OUT AND PIN UP THIS 8

10-18 ah Hanukk

9 Last Christmas posting date for international standard service to Africa, Asia, the Caribbean, Central and South America, the Far East, and the Middle East

60th anniversary of the first episode of Coronation Street

10 Human Rights Day 11 Last Christmas posting date for international standard service to Eastern Europe (except Czech Republic, Poland and Slovakia), Greece and Turkey

1 Aids World Day

12 National Workplace Day of Remembrance

1 Tree Dressing Day 2 3 International Day of Persons with Disabilities

Last Christmas posting date for international standard service to Czech Republic, Italy, Poland, Finland, Sweden and the USA

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5 International Volunteer Day

14 Christmas Jumper Day

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Small Business Saturday

6 7 BFPO last Christmas posting date

7-13 rity K U Cha e e W k

16 Last Christmas posting date for international standard service to Austria, Denmark, Germany, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain and Switzerland 17 Last Christmas posting date for irelandexpress parcels to the Republic of Ireland

CHRISTMAS

JAN

DEC

Share your stories, photos and films on our social media channels using #RMCourier

Celebrated Leicester-born painter and designer John Rowland Barker’s artwork for the 1951 Post Early for Christmas campaign.

Courtesy of postalmuseum.org 18 Last Christmas posting date for globalexpress parcels to Western Europe, USA and Canada and international standard service to Belgium, France, Ireland and Luxembourg 19

1 New Year’s Day 2

1-31 Dry January

3 4 World Braille Day Take-back Monday

20 21 Winter Solstice (shortest day) 22 Last Christmas posting date for express48 and express48 large 23 Last Christmas posting date for express10, expressAM and express24 24 Christmas Eve 25 Christmas Day

5 6 7 8

26 Boxing Day

9 20th anniversary of Apple iTunes launch

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28 Boxing Day Bank Holiday

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13 13-20 National Obesity Awareness Week

31 New Year’s Eve

WINTER 20/21

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FEB

HANDY THREE-MONTH PLANNER AND LET US KNOW HOW YOUR TEAM’S GETTING INVOLVED 1 1-8 National Apprenticeship Week

16 World Religion Day 17

Nation al Heart Month

2 Groundhog Day 3

18 18-23 Royal Mail Environment Awareness Week

4 World Cancer Day 5 NSPCC Number Day 6 Time to Talk Day

First Class Environment

18-23 January

2021 Six Nations rugby begins

7 Super Bowl LV, Florida 8 International Epilepsy Day

ROYAL MAIL ENVIRONMENT AWARENESS WEEK

9 Autism Sunday

VALENTINE’S DAY

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‘Responsible Consumption’ is the 2021 focus as we address the conservation of resources and our new waste signage. The Great Elastic Band Challenge will encourage us to think about how we can reuse or even replace elastic bands to reduce our environmental impact without adversely affecting our service.

Get involved and share your ideas.

Artist Daphne Padden’s 1962 poster promoting the GPO’s Greetings Telegram service.

Courtesy of postalmuseum.org

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12 Chinese New Year of the Ox 13

16 Shrove Tuesday

14 Valentine’s Day

17 Random Acts of Kindness Day

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20 Love Your Pet Day

20 20-25 Cervical Cancer Prevention Week

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US Presidential Inauguration

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26 National Wear Red Day (Children’s Heart Surgery Fund)

24 25 Burns’ Night 26 150th anniversary of the Rugby Football Union 27 Holocaust Memorial Day 28 29 30 30 Jan-6 Feb National Storytelling Week 31

BAME NETWORK Are you a BAME colleague with ambitions to develop professionally and progress your career with Royal Mail?

Would you like to grow in confidence and achieve your goals with guidance from a trained mentor? Aimed at BAME frontline colleagues and first line managers, the BAME Network is launching the third internal BAME Mentoring Circles programme in February 2021.

Email BAME@royalmail.com to find out more.

27 Fairtrade Fortnight 28 EFL Cup Final, Wembley

LGBT+ History Month

YOUR DREAM CAR IS CLOSER THAN YOU THINK With MyDrive, Royal Mail’s Salary Exchange Car Scheme Nothing beats the excitement of driving a brand-new car, especially when it comes with an all-inclusive package through the Salary Exchange Car Scheme.

New car, neat package, no worries.

Brand-new car, including electric vehicles Fully comp insurance Road tax Scheduled servicing and maintenance Breakdown cover Replacement tyres Windscreen and glass cover Accident management No deposit or credit checks.

WIN

A GOOGLE NEST HUB!

Get a quote by 21st December for your chance to win.

Get a quick quote Log in mybundleplus.myroyalmail.com Email newcar@zenith.co.uk Call 0330 134 8792

Full details about the scheme can be found at mybundleplus.myroyalmail.com. The beneďŹ t is available to current, permanent Royal Mail Group employees only, subject to eligibility and availability. Google Nest Hub Prize Draw: terms and conditions apply, please visit zenith.co.uk/prizedraw for more details.

THE BIG STORY

2020 IN REVIEW

2020 A year like no other From serving on the wartime frontline to enduring the threat of competition and adapting to the rise of automation, Royal Mail has survived and thrived through 500 years of adversity and change.

But 2020 has delivered one of our greatest challenges, with the Covid-19 pandemic’s devastating impact on the communities we serve – and live in. We’ve been robust and flexible. We’ve supported the Government, our people and our customers, standing up to an unprecedented crisis.

Lockdown has led to the trends we were already encountering – fewer letters and more parcels – accelerating beyond expectation. While we’ve had to adapt quickly to the e-commerce boom, it’s demonstrated how important it is for us to change at pace.

So, 2020: what just happened?

THE BIG STORY

2020 IN REVIEW

January and February

Preparing for change The opening days of 2020 feel like a lifetime ago – a time when Track and Trace was simply a Royal Mail service rather than a signal to self-isolate.

We entered the year with a big challenge in pushing forward with our transformation strategy to meet the demands of an ever-growing parcels market.

Early weeks of the year saw Home Counties North Mail Centre colleagues getting to grips with a second parcel sort machine, taking the number in the business at the time to 16.

Towards the end of the year, we announced four more would be built in 2021-22, which will bring us to 24 machines in total.

Photograph: Arnhel de Serra

SHOOTING STARS From care home visits, PPE deliveries and test kit collections, to remarkable tales of Royal Mail people making a difference to the lives of our customers – award-winning RMtv has captured it all this year. Our film crews travelled over 17,000 miles to shoot more than 100 films and RMtv episodes. Here, Yorkshire Distribution Centre plant improvement manager Gillian Van Rossen takes part in a socially-distanced interview about the unit’s CEO/COO Awards win.

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Winter 20/21

GOING THE EXTRA SMILE Photographer Arnhel de Serra’s image of West Putney postman Richard Sullivan appears in a National Portrait Gallery exhibition capturing the emotions and experiences of life during this extraordinary period in our nation’s history.

“When I drove past Richard I had to do a double-take,” recalled Arnhel.

“I asked if I could photograph him and, over a few days, we got to know each other. I felt very strongly that here was a man who had something deeply personal and positive to offer his community.”

Arnhel’s photograph, ‘Everyday Hero’ features in the ‘Hold Still: A Portrait of our Nation in 2020’ exhibition at npg.org

March and April

Enter the key workers The start of spring signalled a seismic shift in our daily lives. The country locked down in the wake of rising Covid-19 transition rates.

Our postmen and women were assigned key worker status as we continued to deliver for the nation, while offering a helping hand to those in need.

North London postman Ali Yilmaz personified this. He responded to a call from a customer for a newspaper and pint of milk and came back with eggs, bread, some fruit and a bunch of flowers in the customer’s hour of need. There were stories such as these across the country as our frontline colleagues proved again just how much they care.

Upper Edmonton delivery office manager, Charles Houedanous, said: ‘I didn’t know about this story until it went viral on Twitter.

That’s typical Ali. He’s a true hero who would go the extra mile to help anyone.”

HERE WAS A MAN WHO HAD SOMETHING DEEPLY PERSONAL AND POSITIVE TO OFFER HIS COMMUNITY. myroyalmail.com

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THE BIG STORY

2020 IN REVIEW May to August

A tough test With periods of lockdown extending, the Government needed a rapid response to distribute test kits across the nation.

We played a vital role in the operation, with daily relay collections from drive-through sites across the country, seven-day home collections and emergency postbox pick-ups.

The test kits were handled with care across the network. Postman Nigel Osbourne, from Crow Lane Delivery Office in Northampton, said: “I think we’re doing a very important job and I’m glad to be playing my part.”

South Midlands Mail Centre OPG Maya Witts added: “If I thought about every kit and the fact that it could possibly save someone’s life, I’d be too overwhelmed. I just think of it as a very important item of mail which needs to get to where it needs to be.”

Photograph: Jamie Hawkesworth

IN VOGUE Wimbledon postwoman Karrie Scott appeared in the July edition of iconic magazine Vogue as part of a feature celebrating UK key workers keeping the nation running during the pandemic.

I really wanted to show our gratitude to our own key worker hero for his outstanding service.

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Winter 20/21

Photograph: Mark Kehoe

LUCKY STREET Residents of a Brentford street teamed up to pay tribute to postman Stacey Pollard, hailing him as a ‘beacon of light’ during the dark days of lockdown.

Grosvenor Road neighbours gathered on their doorsteps to surprise Stacey with a round of applause and a gift of appreciation.

Photographer Mark Kehoe captured the moment. “Stacey personifies the value of a regular postman,” said Mark. “He knows his customers and they know him and he discreetly keeps neighbours informed about those less able and infirm who are in need of a bit of support. That’s resonated with residents and been the catalyst for a very united street.”

Gift organiser Emma Galley added: “I really wanted to show our gratitude to our own key worker hero for his outstanding service.”

Stacey is based at Brentford and Isleworth Delivery Office.

Praiseworthy performance The spirit and collective resolve of the business earned praise throughout the year – from all areas of society. Customers showed their appreciation with our ‘Thumbs Up’ campaign, spreading positive vibes to our postmen and women.

The Government shared its gratitude, too.

Secretary of State for Health and Social Care, Matt Hancock, said: “I want to say thank you for playing your part in the national effort to fight coronavirus.”

Prince Charles added to the plaudits with an open letter to our colleagues. He wrote: “Postmen and women are trusted figures in our local communities. They are a constant presence in an ever-changing world. For some people, they are a point of daily human contact; a friendly, familiar face.”

REAL ROYAL MAIL Aberdeenshire postman Neil Martin makes a special collection from The Prince of Wales and The Duchess of Cornwall’s Birkhall home.

The response was overwhelming. There were more than 400 pieces of media coverage with a reach of 59 million people. Royal Mail positive consumer sentiment increased from +75 to +81 during the crisis, according to a YouGov survey.

Followers and engagement on our social media channels rose by 16 per cent with 2.9 million views of our videos. Thumbs Up went on to win Best In-House Consumer Campaign at the prestigious PRCA National Awards.

Transformation begins With the departure of CEO Rico Back in May, a new senior management team was installed and over the next few months it began to make changes. Stuart Simpson had replaced Back as interim CEO, with Keith Williams named interim executive chair. From July, both were involved in key talks with the CWU with all parties determined to reach an agreement.

CWU deputy general secretary Terry Pullinger had said: “It has been refreshing listening to some of their views. I sense that the new leadership team knows they have to respect us. We do not want to go back into dispute, we want a resolution, and we want to move forward.”

Stuart launched our Transformation Story, urging colleagues to play their part in the vital changes needed to adapt to the changing market: “This is a great business, it has huge potential. To realise that potential, we need to work together.”

myroyalmail.com

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THE BIG STORY

2020 IN REVIEW September

Keeping spirits high With a second wave of the virus on its way, our efforts to keep Government test kits moving swiftly and efficiently continued to be a priority as volumes rose.

Our colleagues always pride themselves on lifting spirits among their communities. So, seeing postmen and women in fancy dress up and down the country became as iconic – and familiar – as our traditional uniform.

Postman John Hall, from Wallingford Delivery Office, designed his own fancy dress calendar in aid of Cholsey Holiday Play Scheme (CHiPS) – a children’s holiday club for local residents.

He said: “Since Covid-19 started, I’ve been coming out in a different costume every day to lift everyone’s spirits. I booked a photographer and it came together as a calendar!”

October

Embracing the parcel boom In a major announcement, a new nationwide parcel collection service was launched. Following a successful trial in the west of England, our customers began to enjoy doorstep collections – through Parcel Collect – for just 72p.

We also celebrated our black colleagues with special postboxes for Black History Month and a series of profiles recognising our people on myroyalmail.com

TRIBUTE TO TULL This special edition postbox, on Byres Road in Glasgow, features an image of Walter Tull, Rangers’ first black footballer, who was killed in action while serving with the British Army.

WATCH The Parcelforce Christmas Story film celebrates colleagues ‘delivering with care’ throughout 2020. It’s part of Parcelforce’s last posting dates campaign encouraging customers to send items as early as they can. Scan the QR code to watch the film or visit parcelforce.com/Christmas

November and December

Technology knocks And it’s not over quite yet. The traditional Christmas push has arrived. But how will we remember 2020?

Perhaps as a year that demanded a fast and flexible response to the ever-changing challenges of an unrivalled crisis.

One constant aspect of an unpredictable 12 months has been our determined march towards an automated future. Significant progress is being made to open our North West Hub by spring 2022. The fully-automated site in Warrington will help us to process more than 800,000 parcels a day.

A second hi-tech hub – our Midlands site – at the Daventry International Rail Freight Interchange is under construction.

National network and integration director, Simon Barker, said: “Our parcel hubs will ensure that businesses at a local and national level have the parcel delivery capacity they need to meet the consumer demands.”

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Winter 20/21

MY STORY

2020 IN REVIEW KEEPING THE NATION’S WHEELS TURNING Simon Holmes on his round in the former mining town of Cotgrave, in Nottinghamshire.

I WAS THE FIRST AT MY DELIVERY OFFICE TO WEAR MY OWN MASK. CUE THE HANNIBAL LECTER JOKES.

The Holmes front Notts postman Simon Holmes shares stories of life at the coronavirus coalface.

If 2020 was a parcel, I’d return to sender. I probably overreacted in my response to coronavirus. I was the first person at my delivery office to wear my own mask – cue the Hannibal Lecter jokes. And I was so strict about keeping my distance that I’d step back so far from doorsteps after leaving parcels and knocking that I could hardly see the customers collect them.

At home, we switched to online grocery deliveries to avoid the supermarket queues. With pubs closed and social lives curtailed, our weekly claps for the NHS saw us chatting to neighbours and holding

socially-distanced get-togethers outside, talking more in one evening than we had since moving in 18 years ago.

During those first, surreal days of lockdown, we’d keep our spirits up by watching comedies on catch-up TV, having Facetime chats and restricting ourselves to virtual hugs with relatives. On the upside, the unexpected free time inspired me to paint the house from top to bottom.

Despite the occasional joker pretending to cough as I walk the streets on my round, our customers are supportive towards us postmen and women, shouting ‘stay safe’

and sharing other words of encouragement as they drive, walk or cycle by. And it’s great to feel that we’re doing our bit to help deliver vital protective equipment to care homes. I was on the van round in Cotgrave recently and half the vehicle was filled with eight huge boxes full of masks, gloves and other items to deliver to a local care home.

Restrictions on visitors must be hard for residents – so if we spot any, we always make sure to give them a wave.

Okay, we’re not actually on the frontline like the NHS. But we’re still out there every day, working as normal, delivering for our communities. So, it’s nice to feel appreciated and have that public support.

WATCH RMtv caught up with Simon during his delivery to Church Farm Nursing Home. Scan the code for his interview.

Want to share your story? Email courier@linney.com myroyalmail.com

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OUR WELLBEING

GUIDED CONVERSATION ART AND SOUL Tony has turned to art to help manage his mental health and much of his work is on display at Speke Delivery Office.

GUIDED THROUGH THE DARK Liverpool postman Tony Dunbar shares the story of his battle with clinical depression and reveals how Royal Mail’s Guided Conversation can help others like him face the future with hope.

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Winter 20/21

When Tony Dunbar took a break from work in November 2019, feeling crippled by the effects of clinical depression, he wasn’t sure he’d ever return. The postman, based at Liverpool’s Speke Delivery Office, endured days of darkness, struggling to summon the strength to get back to his job.

He did return, though, in June this year. With the support of Royal Mail’s Guided Conversation – designed to help colleagues living with poor mental health hit the road to recovery – he now feels equipped with the tools to make it through each day.

Tony opens up to Courier about his story.

If I’m brutally honest with myself, I must have always struggled with my mental health. It was only five years ago that I was diagnosed with clinical depression, though.

I’m 58 and grew up in the 1970s, when we didn’t talk about those kinds of issues – ‘stiff upper lip’ and all that.

My wake-up call came in 2015, during a trip to Australia with my family. I clearly recall cresting a hill and, ahead of me, was a spectacular view of Bondi Beach. I remember thinking ‘there is something seriously wrong because this is not doing what it should for me’.

It was a moment of realisation: I wasn’t in a nice place and desperately needed help.

My depression is massively unpredictable. I live in levels. I wake up, sometimes I’m totally wiped out, I have suicidal thoughts and life shuts down. Often, I feel like I’m in a battle but can just about function. On other days, I’m like a normal person – talking, laughing and joking with people. When I’m in the depths of a depressive episode, life totally stops. I feel like people would be better off without me.

My wife doesn’t have depression. But she has to live with depression. That gives you very dark thoughts because you’re putting loved

GOOD TO TALK Global director of compliance and sustainability Dr Shaun Davis says that becoming overwhelmed by pressure can lead to mental health problems.

SPEKE EASY Tony relaxes after his round in Speke Delivery Office’s quirkily furnished canteen.

OFTEN, I FEEL LIKE I’M IN A BATTLE. ON OTHER DAYS, I’M LIKE A NORMAL PERSON. ones through this. And, worst of all, you don’t know why.

My time off work was the worst eight months of my life. I had a total, utter crash.

Then, somehow, I started to see the light and returned to work, where I was introduced to Guided Conversation by the North West CWU representative Jamie McGovern.

I can’t express the strength this gave me. I’d tried therapy and medication, but nothing worked quite like this. Within a couple of weeks, I was feeling so good that I was back to full duty.

As part of the programme, I sat down with my delivery office manager Tina Jones. We went through the questions and spent lots of time talking. Having the chance to be open and talk about it in a work environment was so refreshing.

Guided Conversation teases out exactly what you require to function in the workplace. It was like putting a jigsaw together and achieving a solid action plan. The greatest aspect is the flexibility.

Some days I can wake up and just need a bit of time to gather myself and I have that choice.

Work’s no longer an all-or-nothing option and that’s made me more determined to get in and achieve things. I have a strong feeling of not letting anyone down.

Guided Conversation has done wonders for my mental wellbeing.

What’s Guided Conversation?

Guided Conversation is a completely voluntary tool to help identify and deal with work-related stress before it escalates into a mental health problem. It features a form containing questions to help a manager and individual have a structured discussion to identify stress-related triggers and agree an action plan.

Dr Shaun Davis, Royal Mail Group’s global director of compliance and sustainability, says: “Being under pressure is a normal part of life. But becoming overwhelmed by stress can lead to mental health problems or make existing problems worse. If left unchecked, it can cause high blood pressure, heart disease, emotional exhaustion and physical illness. It can affect every aspect of our lives, including work, relationships and finances.

“Now, more than ever, people may be feeling the pressure.

Guided Conversation helps us think about our wellbeing and find advice or support to help us improve how we manage stress.”

Speak to your manager if you believe you would benefit from Guided Conversation. You can also access First Class Support by calling 0800 6888 777, visiting rmgfirstclasssupport.co.uk or downloading the Lifeworks app.

myroyalmail.com

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Winter 20/21

DELIVERING AT PEAK We head to the heart of Derbyshire’s beautiful Peak District to meet an 80-year-old postman and discover tales of picturesque rural rounds, the global pandemic… and world-famous pastries.

RIVERSIDE ROUND Bakewell postman Mick Cooper’s route takes him along the banks of the River Wye.

Defined by its idyllic setting and mellow stone features, Bakewell is the Peak District’s biggest town and a tourist honeypot all year round. With its medieval five-arched stone bridge – now 700 years old – and other picture postcard features, Jane Austen fans will be in their element here.

The quaint courtyards, charming small shops and open, green park running beside the river make this a town with so much to offer.

“It’s so picturesque and there’s so much to see and love about Bakewell,” said postman Mick Cooper, who was busy delivering around the town centre when the Courier team paid its pre-Christmas visit.

“It’s such a friendly place, probably more than ever with all that’s happened this year. It doesn’t matter if you’re rich or poor, we’re all in this together and we want to see each other doing well.”

Mick’s role as a reserve team member means he covers all the rounds out of the delivery office when absence arises.

“It’s a lovely job. I’m paid to be outdoors and to be fit and healthy. The setting just makes it even nicer.” myroyalmail.com

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One of the real stars of Bakewell Delivery Office is Mick Gibson, who celebrates his 80th birthday this month while still working full-time for the business.

His colleagues are quick to point out that he has one of the most demanding rounds in the office – spanning 14 miles serving neighbouring villages of Baslow and Bubnell.

This round has been Mick’s patch for more than 30 years and features a real blend of compact residential deliveries more akin to a town round, as well as rural, picturesque farms.

HEART OF THE COUNTRY Mick Gibson’s round takes in the picture postcard village of Baslow.

“It’s a big and heavy round but I just sort it, pick it up and get on with it,” he said. “The views I have every day are stunning. The Peak District is just a beautiful part of the world.”

So, why does he continue to work into his 80s, rather than retire, relax and enjoy his scenic surroundings? “I just love my job,” explained Mick. “The office camaraderie is great, we all help each other out and, having been on my round for so long, many of my 36

Winter 20/21

The pastry post Independent businesses have been feeling the Covid-19 crunch, making it difficult for the traditional high street to remain sustainable.

Bakewell is packed with small independent retailers – including the owners of the various tart and pudding shops which the town is famous for.

The Bakewell Tart Shop has been a focal point of town centre life for generations. Owner Fay Kirk bought the business in November 2019 after moving to the UK from Australia. To keep it relevant in a changing retail market, she has had to diversify and uses Royal Mail to take her business online – at bakewelltarts.co.uk – and fulfil postal orders when the shop has been unable to open its door.

“You couldn’t have predicted the challenge of our first year, but we’ve posted more than 1,000 tarts to our customers during 2020 to help keep our revenue on track,” she said.

“The whole Bakewell tart concept is a totally British kind of tradition and to be able to sell the real thing with the original recipes appealed to me. We’ve been making tarts with messages such as ‘Miss you’, ‘Keep safe’ and ‘Lockdown’ for customers to send as unusual gifts to friends and families during the pandemic.

“The postage business has really taken off. We can rely on Royal Mail to deliver our products with care – and on time – and there’s no minimum daily volume needed for us to use the service.”

customers are more like friends.

“I keep telling people it’s my last Christmas, but it’s never felt right to finish.”

During the initial outbreak of Covid-19 in spring this year, the business offered to change Mick’s working hours to help reduce his exposure to the virus. For two months, he started at 9am and finished his deliveries later so he could work in isolation and comfortably adhere to social distancing rules.

DESTINATION:

BAKEWELL MICK’S BLESSINGS At 80, Mick Gibson still enjoys the camaraderie – and the views – that come with Royal Mail life in the Peak District.

With thanks to Chatsworth House for hosting Courier

HOUSE CALLS Scott Keeble on his daily visit to Chatsworth.

I KEEP TELLING PEOPLE IT’S MY LAST CHRISTMAS. BUT IT’S NEVER FELT RIGHT TO FINISH. “Royal Mail has always been very fair with me,” he said. “I’ve met so many great people and, personally, I can’t understand why people would want to leave the job.

“I was grateful for the flexibility but I couldn’t wait to be around the team again.”

Just a few miles up the road is the Peak District’s most iconic attraction. Chatsworth House is a beautiful stately home standing on the east bank of the River Derwent and looking out across low hills between Derwent and Wye Valleys.

Home to the Duke and Duchess of Devonshire, this fabulous building is draped in history and set in expansive parkland.

Postman Scott Keeble claims to be one of the luckiest in the business, making daily visits on his round for the past decade.

At this time of the year, Chatsworth’s spectacular appeal is usually enhanced by 30 Christmas trees adorned with up to 60,000 baubles.

“It’s difficult to express just how impressive Chatsworth is.

It’s the kind of place you really need to see for yourself – it’s stunning,” Scott told Courier.

“Hundreds of people visit the Chatsworth estate every day as tourists and this is just part of my normal day. I can honestly say it doesn’t ever really feel like work for me.”

DESTINATION: NEXT? Have a tale to tell about your colleagues and customers? Invite the Courier team to visit and we’ll share your Royal Mail story with our readers. Email courier@linney.com to let us know why your workplace should be our next destination. myroyalmail.com

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BREAK TIME

SOMETHING FOR YOU

Win!

Selfridges Festive Deli hamper worth £300

Make it a deli merry Christmas by tucking into a taste of luxury as we celebrate our unique partnership with Selfridges (see page 10) . We’re giving away a £300 hamper packed full of festive food and drink.

Inside you’ll discover chocolates, truffles, oak-smoked salmon, potted Stilton, mince pies, wine, port and a host of other indulgent treats. This Selfridges Selection Festive Deli hamper will be delivered to your door during the week before Christmas.

For the chance to win, just tell us in less than 30 words which story you’ve enjoyed most in this edition of Courier – and why.

Email couriercomp@linney.com using ‘Hamper’ in the subject line. Include your name, address and contact number. Entries must reach us by Friday 18 December.

WIN! One of 10 £10 One4all Gift Cards

CROSSWORD 1

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SEPTEMBER’S ANSWERS: ACROSS 1. Tracked 6. Bed 7. St Albans 9. Articulated

11. Asp 13. Fellows 14. Boycott Your 17. Rupert Bear

DOWN 2. Returns 3. Calais 4. Erasure 5. Deuce 8. Stanley

10. Desire 11. Amber 12. Pay Up 13. Flour 15. Tub 16. Ora

Post your entry to Courier Crossword, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or take a photo and email it to couriercomp@linney.com

ACROSS 1. Grand Derbyshire house merits conversations (10) 4. A double-digit window tribute to posties (6,2) 7. Here’s where work has started on our biggest ever parcel hub (8) 8. Set of six balls in cricket (4) 9. A young sheep (4) 12. Cereal ground to make flour (5) 13. Stop for this colour (3) 14. Director Nolan’s mind-bending palindrome’s a 2020 blockbuster (5) 15. Gloopy wallpaper adhesive (5) DOWN 1. Moving Holmes in this Nottinghamshire town (8) 2. Florida port, home to the NFL’s Buccaneers (5) 3. Well, that’s torn it! (3) 5. This Yorkshire Patrick baldly heads into the final frontier (7) 6. We’ve tied up Royal Mail benefits – and they’re all yours (2,6) 7. Charity champ Dave’s Vader alterego has a dark side (5) 10. A hot January Night calls for a Scottish celebration (5) 11. Aircraft soars with Wings in ’74 (3) 12. Emerge victorious (3)

Name Postcode Home address 38

Winter 20/21

WIN! Star Trek and Christmas 2020 Special Stamps Action-packed adventures beyond the stars and beautiful stained-glass art are celebrated in Royal Mail’s new Special Stamps and Collectibles.

Our Star Trek issue salutes a sci-fi classic that spans generations. Twelve Star Trek Special Stamps feature heroic Starfleet captains and other iconic characters. Stained-glass celebrations of the Nativity story appear on eight Christmas 2020 stamps showcasing artwork adorning windows of Anglican churches across the country – make sure you haven’t missed our special picture on pages 6-7.

We have 10 sets of stamps from both issues to give away.

Email couriercomp@linney.com using ‘Stamps’ in the subject line. Include your name, address and contact number. Entries must reach us by Friday 18 December.

Discover stamps, souvenirs and gifts by visiting royalmail.com/shop or scanning the QR code.

BREAK TIME

Kate McGrory, Sandhills Delivery Office, Liverpool

MAILBAG

A Royal family

Mark Garner with customer Amelie’s gift.

Mark’s instrumental role Stevenage DOM support Paul Johnson and customer Amelie Caswell, from Bristolbased violin bow shop Bowspeed, reveal how a musical mystery was solved.

Paul writes: An antique violin bow sent by Special Delivery appeared to be missing and the customer was desperate to establish its whereabouts.

Stevenage delivery line manager Mark Garner employed some Sherlock Holmesstyle detective work and discovered that an incorrect redirection label had been applied to the parcel in another unit.

Amazingly, Mark and his teammates tracked it down on the same day and made sure it was delivered to the correct address the following day. The delighted customer sent a hamper for the team to share.

My children Thomas and Sophie have loved Royal Mail pretty much since they could talk.

When they see a postie or a van, they excitedly shout “Mummy’s work!”. It’s made me love my job even more.

They have their own Royal Mail uniforms and hi-vis vests and Thomas, who’s five, looks through every Courier from cover to cover. He enjoys dressing up in his uniform to visit my office and watch the vans coming and going.

Delivering through the pandemic has brought challenges. It really hit home that I might be the only person some customers see all day. I’ve developed a rapport with many of them – just sharing a friendly hello, wave or smile can make a difference.

Thomas knows that I’m expecting a busy Christmas. He said: “I’ll come and help with all the parcels, mummy.” Maybe he’s a budding postman of the future.

Customer Amelie writes: Thanks to Mark’s tremendous efforts, a 200-year-old violin bow thought to be lost in your system has been found and delivered to its London destination.

When I explained the importance of finding the bow, Mark could not have been more helpful and I will always be grateful. This item is one of only a few left in existence and a piece of English violin bow‑making history.

Thomas, Kate and Sophie dress for the occasion.

Medway Mail Centre memorial garden.

Tim Hyde, Medway Mail Centre

Garden of memories We’ve opened a memorial garden commemorating colleagues who have died in service – including 14 who have left us since the Medway plant opened in 2012.

It was early shift warehouse manager Larry Fagg’s idea.

The Medway charity team held events to raise funds for a bench. But generous colleagues raised enough for an engraved bench, a memorial board for the reception area, individual plaques and roses.

Early shift OPG Dan Back used his landscaping skills to create an area of quiet tranquility for friends, families and colleagues.

@Fortiquest

#myroyalmailround Royal Mail people are a social bunch. Share images and stories about encounters on your round – from the sublime to the ridiculous.

We’ll send a £20 Amazon gift card to those we feature. Follow us and share on @myroyalmailuk using #myroyalmailround

Small hedgehogs shouldn’t be out during the day, so I knew something was wrong.

She had been evicted by flooding.

I ‘delivered’ her to a local sanctuary on my way back to the depot. She has been named Pat, and I have been invited to release her in the spring.

LET US KNOW WHAT YOU THINK OF COURIER for our spring edition Mailbag. Write to us at Courier Letters, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or email courier@linney.com. There’s a £20 Amazon gift card for the writer of every letter we publish.

MAKING A DIFFERENCE

VOLUNTEER HEROES RUSH OF BLOOD I ride for Blood Bikes Manchester, delivering out of hours for the NHS. We distribute blood, plasma, platelets, medication and donor breast milk. We also take part in relays of organ donation samples with other Blood Bike groups. Coronavirus has led to an increase in medication runs to vulnerable patients. Without our free service, the NHS would have to fund taxis to transport these vital supplies.

Paul Jamieson North West Hub, Warrington

VISITING TIMES

We’re celebrating International Volunteer Day on 5 December by saluting dedicated colleagues stepping up to make a difference.

From fun‑loving, fundraising charity champions to those having a positive impact on pandemic life – they make us who we are.

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2

I visit people to deliver prescriptions and shopping – and often for a friendly chat – as a GoodSAM volunteer supporting the NHS. Without volunteers, some people would get missed and fall through the cracks.

Carolyn Metcalfe, Southampton Mail Centre

MEANINGFUL CHATS

I’m one of 750,000 NHS ‘Check In and Chat’ Volunteer Responders supporting vulnerable people at most risk from coronavirus. My first alert involved contacting a woman who hadn’t spoken to anyone for three weeks – apart from a delivery driver dropping off her shopping. Yvonne Griffiths, Southampton Mail Centre SHARE YOUR STORY Royal Mail Environment Week runs from 18-23 January 2021. How are you living a greener, cleaner life at work or home? Share your stories and photos with a planet-friendly focus.

Email courier@linney.com using the subject line ‘Environment Week’.

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Winter 20/21

Steve Bolton Leeds Mail Centre

CROONER VIRUS After recovering from coronavirus, I released a song with other artists to raise funds for NHS Charities Together. The song’s called Faded God. Scan the QR code to watch the video and donate.

5 Dave Sykes, Yorkshire Distribution Centre

FORCE FOR GOOD I’m a massive Star Wars and Dr Who fan. I have a movie replica Darth Vader costume and have built my own Dalek.

Along with a group of other enthusiasts, I raise money for local children’s charities and make appearances at hospitals and hospices.

OUR CHARITY PARTNER

ACTION FOR CHILDREN more help and, without it, I would’ve still been self-harming and still so low. But now I feel strong.”

When the UK went into lockdown, Sasha’s mum Charlotte* noticed she was beginning to lock herself in her room.

“She was putting loads of pressure on herself, overdoing it on the studying and having lots of energy drinks,” recalls Charlotte. “But then she started communicating with her counsellor and began to feel better.

“If she hadn’t had Blues, she wouldn’t have managed as well with this situation. She could use the tips she had learned to manage her feelings and cope.”

Story of The Blues

Looking back on our partnership with Action for Children by revealing how The Blues Programme has made a world of difference to thousands of young lives.

Caring colleagues from across Royal Mail Group have been raising funds and supporting youth mental health since 2017 through our partnership with Action for Children. Our support has helped the charity reach more than 5,000 young people through The Blues Programme. This pioneering preventive mental health initiative provides early intervention support for teenagers like Sasha, who may be suffering from, or at risk of, developing a mental health condition.

Sasha’s story Sasha* was introduced to The Blues Programme in autumn 2019 after two years of feeling anxious, having multiple panic attacks a day and often expressing her emotions through self-harm.

“It helped me focus less on the sad things and more on the happy side,” says Sasha. “The programme didn’t solve all of my problems, but it made me understand that getting help isn’t as scary as you think. It was the stepping stone to

The Blues in numbers £1.8 MILLION raised since June 2017 £180,000+ raised by colleagues during the 2019 Ops Fundraising Challenge £150,000 provided in Ops Fundraising Challenge matched giving

Action for Children’s interim CEO Melanie Armstrong writes: Over the last three-and-a-half years, our brilliant partnership with Royal Mail and Parcelforce has allowed us to deliver better youth mental health across the UK. The incredible generosity of employees allowed us to set up our flagship youth mental health programme, The Blues Programme, and support over 5,000 young people with their mental health and emotional wellbeing. We are enormously grateful for the fantastic support we have received, which continues to make a lasting positive impact.

THE TECHNIQUES I’VE LEARNED WILL REALLY HELP ME IN THE FUTURE.

The Blues Programme participant

3,279 young people completed The Blues Programme in 2019-20 81% of young people reported they had increased confidence 79% of young people said they’d now be able to talk about their mental health and wellbeing

*Not her real name myroyalmail.com

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THE POSTAL MUSEUM

BACKSTORY

POST OF CHRISTMAS PAST December 1967, Mount Pleasant, London. Busy teams sorting festive mail on the glacis at the inland parcel section. Photograph courtesy of The Postal Museum. Royal Mail colleagues are entitled to a free ticket to The Postal Museum – including a ride on Mail Rail. For current opening hours, visit postalmuseum.org

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Winter 20/21

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