Post exclusion in a cost of living crisis

In the UK, millions of people are unable to receive their post safely and securely. Experiences of homelessness, domestic abuse and living nomadically can all contribute to this post exclusion. Citizens Advice has been advising and campaigning on this issue for a number of years, and Community Research has contributed to the evidence base for this work previously with research amongst victim-survivors of domestic abuse. In 2023, Citizens Advice sought new evidence of the impact of the cost of living crisis on post exclusion.

We held conversations with 32 people experiencing homelessness, people who had experienced domestic abuse, and people from Gypsy, Roma and Traveller communities, along with 8 interviews with people who support and campaign on behalf of these audiences.

The stories we heard revealed an inextricable link between post and the ability to receive an adequate income and avoid debt. People told us stories of how they missed post at the point when they relied on post the most: many key services still rely on post, such as offers of housing, requests for information or appointments to receive benefits, or notifications of fines and arrears. People shared stories of missed offers of housing, benefits being stopped or cut, and accruing spiralling debts without their knowledge. This added intolerable pressure to people who were already struggling before living costs escalated. It also set people back in their attempts to regain control and agency over their lives.

Citizens Advice has published a report and a blog on post exclusion in a cost of living crisis. They draw on the research, incorporating stories directly from the research participants, using both audio recordings and case studies. The stories add a real power and immediacy to the campaign, and the research has helped Citizens Advice reinvigorate engagement amongst key stakeholders. In March, Citizens Advice held a launch event attended by over 30 MPs and sponsored by Mike Amesbury, the shadow homelessness minister. The team is now optimistic that they can drive change in this area by spearheading a solution to the problem of post exclusion.