More than half of today’s subpostmasters are facing unexplained accounting discrepancies with the contentious Horizon IT system utilized at their branches. Over the last 20 years, countless subpostmasters have been wrongfully convicted of crimes based on evidence from this faulty system, and issues are still ongoing.
A significant survey conducted by YouGov, commissioned by the Post Office scandal public inquiry, revealed that 57% of current subpostmasters have encountered unexplained shortfalls. Of those surveyed, 19% reported experiencing unexplained transactions, while 14% noted that transactions had simply vanished. Notably, two-thirds of those subpostmasters—accounting for 59% of the total surveyed—indicated that these issues arise at least once a month. Since January 2020, 69% of respondents reported facing unexplained discrepancies in the Horizon system, and three-quarters admitted to using their own funds to cover these discrepancies or handle the issues themselves.
The survey, part of phase seven of the Post Office Horizon IT Inquiry, also uncovered that nearly half (48%) of respondents were dissatisfied with the resolution of these discrepancies, in contrast to only 19% who expressed satisfaction. Furthermore, 49% of subpostmasters were unhappy with the current operation of the Horizon IT system, with 25% citing themselves as “very dissatisfied.”
During the Post Office Horizon scandal, losses that could not be explained were attributed to subpostmasters, leading to hundreds being prosecuted. It was later revealed in a 2018/2019 court case that software bugs were to blame. Unexplained shortfalls began affecting subpostmasters almost immediately after the Horizon system, developed by Fujitsu to automate manual accounting tasks, was implemented in 2000.
The scandal first came to light in 2009 when Computer Weekly published stories detailing the experiences of seven subpostmasters who suffered serious issues due to the Horizon software, contributing to the most extensive miscarriage of justice in British history.
Survey results indicate that problems with the Horizon system persist, with 92% of participants reporting an issue within the last year. The most common problems include screen freezes (experienced by 70% of respondents) and connectivity losses (reported by 68%).
The Post Office is currently attempting to replace the Horizon system through its New Branch IT (NBIT) project, although this initiative has encountered significant hurdles and delays. According to findings by Computer Weekly in May, the project is not only behind schedule but also over budget and lacking in quality. Government auditors assessing a request for £1 billion in funding have deemed the project currently unfeasible. Plans are underway to sign a five-year contract extension with Fujitsu, valued at approximately £180 million.
Earlier this month, Computer Weekly highlighted that missteps in the project could lead branches to face unplanned renovations and potential shortages of essential hardware. As the Post Office navigates these challenges, a new technology leader has been appointed. Former chief transformation officer Chris Brocklesby’s one-year contract has ended, and he is being temporarily succeeded by Andy Nice, who previously served as transformation director at Camelot, the company that operated the National Lottery until January 2024.
• Also read: What You Need to Know About the Horizon Scandal
• Also watch: ITV’s Documentary – Mr Bates vs The Post Office: The Real Story
• Also read: Post Office and Fujitsu’s Negligence and Incompetence Result in Massive Taxpayer Burden