Vulnerable groups ‘denied access to important information’ by postal system
Many vulnerable groups in Scotland are being let down by the postal system, according to new research published today by Citizens Advice Scotland (CAS).
The report, Delivering For All, exposes barriers to accessing mail for certain people, denying them access to important information and services from banks, public services, lawyers and medical services.
The groups affected include asylum seekers, homeless people, those living in remote and rural areas, domestic abuse survivors and the Gypsy/traveller community.
Problems encountered by these groups include intercepted mail, delayed delivery, lack of collection points and affordability.
CAS said the unwillingness of government agencies and organisations to accept alternative addresses where people do not have a permanent postal address or have frequent changes of address was also “of great concern”.
The report said the pandemic had affected the way that people in Scotland access postal services, which has had further impacts on those who were already at risk of not receiving post and parcels. It pointed out the pandemic had led to major changes for many 0 Accessing postal services has become harder for many
people who are without permanent housing. Many have been moved into temporary accommodation without shared facilities, mainly B&B and hotel accommodation, to reduce the risk of virus transmission, making it difficult for them to receive post.
Meanwhile, stakeholders who work with asylum seekers reported that many of the support or legal agencies used by their clients closed their offices during the lockdowns and mail was collected infrequently.
Similarly, both survivors of domestic abuse and those within the gypsy and traveller communities encountered difficulties in having post delivered to an alternative address.
CAS spokesperson Gillian Fyfe said: “Regardless of any strides that have been made in digital communication, post is still an essential service across all communities in Scotland. The research we are publishing today shows that the current system is not working for vulnerable groups.”
She added: “The findings relating to domestic abuse survivors are particularly distressing, as survivors of domestic abuse can be at risk of perpetrators intercepting post. A more flexible system allowing access to alternative pick up or collection points would provide more secure access to post for this group.
“Restricted access to mail is a significant problem for all the groups considered in this research.”
The report has made a series of recommendations, including the Royal Mail reviewing the affordability of its redirection services and allowing people to use pick up points in the community – and government agencies sending back up copies of important correspondence to a nominated person or secure location.
A Royal Mail spokesperson said: “Royal Mail understands the vital role mail plays in keeping vulnerable communities connected. We work hard to make our services both affordable and available to all.”