Sub-postmistress to close branch due to Horizon IT system stress

A Post Office branch is being closed by its sub-postmistress, who has managed it for 22 years. She attributes this decision to persistent stress associated with the Horizon IT software, which has caused her to feel “physically sick coming to work every day”. Shann Brede stated that during her tenure at the Goldsithney Post Office in Cornwall, she personally expended over £20,000 to rectify system-generated errors. This software was central to the Post Office scandal, a situation where hundreds of sub-postmasters faced accusations or convictions for theft and fraud over the last two decades, due to the defective computer system. The Post Office expressed its regret, stating it was “sorry” to learn of her difficulties, and extended gratitude for “the time she has given to running her branch.” Mrs Brede reported that she persistently encountered problems with the system, which contributed to her sustained stress. She recounted: “Last week, halfway through a transaction of several parcels the system froze and once I had got it back, Horizon had sold 157 £2.80 stamps all by itself.” She further explained: “There is no alternative, it [Horizon software] has to be used. It doesn’t work, it makes mistakes”. Despite no longer being obligated to use her personal funds to balance accounts, she indicated feeling pressured whenever problems emerged. She stated: “I feel physically sick coming in to work every day, I just dread it.” Mrs Brede’s experiences were featured in a BBC documentary concerning the Post Office scandal earlier this year, prompting support from the local community. She added: “I love this community and that’s where the big guilt is that I am leaving them in the lurch but I don’t know what else to do.” Mike Trenwith, a local resident, described the closure as “very sad”. He commented: “There is a lot of elderly people who just walk up here for their pensions and a bit of a chat.” Dan Rainbow, another resident of the village, remarked: “When the Post Office closes it’s not just the lack of service, it’s the effect it has on the community and the relationships we have.” A spokesperson for the Post Office stated: “We are very sorry to hear about the experience of our Postmistress for Goldsithney. The focus of today’s Post Office is to support postmasters to run profitable branches and to offer support if issues occur. Our team is in contact with her to resolve the issues which she has raised.” The spokesperson added that postmasters throughout the UK dedicate themselves to serving their communities, and they wished to thank the Postmistress for Goldsithney for her commitment to operating her branch. The Post Office indicated that it had investigated the reported discrepancy regarding the stamp purchase and suggested it might be related to utilizing a Horizon terminal instead of a distinct retail till for specific transactions. It further explained that inputting retail stock into a Horizon terminal instead of a separate till could result in errors leading to a discrepancy. The Post Office plans to remove the £82 from the account. For updates, follow BBC Cornwall on X, Facebook, and Instagram. Story ideas can be submitted to spotlight@bbc.co.uk. Copyright 2024 BBC. All rights reserved. The BBC disclaims responsibility for the content found on external websites. Information regarding their external linking policy is available.