Why access to post is more important than ever
Adam* is in his late 60s and is homeless. He can’t work because of health issues, which got worse after he lost his home. Because he doesn’t have a fixed address, he can’t receive letters, meaning he’s missing out on communications about his benefits and medical information. He doesn’t have friends or family who’d let him use their postal address, and has no access to the internet.
He’s now finding it impossible to manage his benefits and medical appointments. He gets Universal Credit and might be eligible for Personal Independence Payment (PIP) because of his health conditions, but applications can only be completed online or via the post. As Adam doesn’t have access to either, he’s unable to access vital extra support.
Most of us probably don’t think that much about the letters we get or how important they are. But letters often contain vital information about people’s finances, their medical appointments, and even legal documents. For millions of people like Adam, their living situation stops them from accessing this essential service. As cost-of-living pressures continue to bite, we’re concerned that the situation is getting worse.
Millions of people struggle without a postal address
Between 2010 and 2020, 7 million people like Adam were unable to access their post at some point, leading to serious consequences like missing healthcare appointments, employment opportunities and financial losses. This is usually because they don’t have a fixed address, they’re moving around frequently or they are victims or survivors of domestic abuse, where someone is intercepting their post.
Certain groups are at particular risk. The problem disproportionately impacts Gypsies, Roma, and Travellers, because they’re more likely to experience homelessness and to be living transiently. Post-exclusion also disproportionately impacts people from other racially minoritised backgrounds, as they’re more likely to face homelessness because of discrimination. Our data shows that people of colour are more likely to come to us for help with a homelessness issue than white people. And people from Black African/Caribbean backgrounds are most likely to have a homelessness-related issue.
And not having access to post can be more detrimental to some than others, because of their reliance on letters. In June 2023, 60% of people of colour reported sending important post, including benefit forms, identity papers, job applications, and financial letters in the last 6 months compared to 44% of white respondents.
Having no access to post can therefore be a massive barrier to engaging with support for people who are already marginalised. Not being able to receive letters or use an address to access services can mean that you are locked out of essential support, right when you need it most.
Ongoing cost-of-living pressures are making the situation worse
Levels of people living in temporary housing are at an all-time high. And, Crisis predicts that the number of households who are facing the worst forms of homelessness in England has increased to 242,000 — equivalent to 1 in 100.
At Citizens Advice, we’ve helped more people with a homelessness issue than we had at the same point in any of the past 6 years. In the last year alone, we’ve helped 18% more people with homelessness-related issues. As more people face housing insecurity, it is likely that more are losing access to their post.
Cost-of-living pressures could also be leaving more people vulnerable to post interception. Nearly 3/4 of victims of domestic abuse who were still living with their abuser surveyed by Women’s Aid said that the cost-of-living crisis had either prevented them from leaving or made it harder for them to leave.
Letters can be a lifeline and losing access frequently becomes a barrier to getting help and support. Most of us depend on regular access to letters to stay on top of the demands of daily life, like applying for jobs, managing our finances and attending health appointments. Nearly half of UK adults (46%) received important information, like benefits paperwork, court documents, or ID through the post in the 6 months leading up to June 2023. For people who are living with housing insecurity or with abuse, access to post can be the difference between having no control over finances or having some financial independence, being able to access financial support or employment opportunities, or going without.
Breaking the cycle
As the statutory advocate for post, we’ve been highlighting the significant harm millions of people in the UK face because they can’t access their post. Since 2018, we’ve worked with industry, regulators, charities and people with lived experience to develop a solution. We’re calling this Address & Collect.
This is a service that would allow people who don’t have access to their post to collect their letters at a post office. It would be free and accessible, while also offering a safe and usable correspondence address. This service is a cheap and quick solution that’s already working in New Zealand, Australia and the Republic of Ireland.
Address & Collect is the only suitable option to help everyone who struggles to access their post. It’s time for the government, industry and the regulator to step up. As fallout from the cost-of-living crisis creates increasing housing instability, this vital service is needed now more than ever.
* Name has been changed
