Anglesey's Noel Thomas on the Post Office Scandal

According to the Post Office website, Horizon's computer system was first introduced in 1999. The version which is in use today was introduced in 2017.

Although the latest version of the Horizon software is described as "solid", the Post Office is "continuing to work with our postmasters to make improvements" to it. But they will "move away from Horizon to a new, more user-friendly IT system..."

It was in 2002 that Neol Thomas, the sub-postmaster of Gaerwen Post Office, learnt that he would have to start using the new Horizon computer system.

"I and five others went to the Victoria in Llanberis to learn to use the new system, and out of the six of us, I was the only one who carried on using it," Noel told our sister title, Corgi Cymru.

"At that time, the Post Office wanted to close smaller post offices. And so, they put in this computer. The computer was supposed to work miracles and we had two of them in Gaerwen because it was busy here.”

The Horizon computer system became operational at the Post Office in Gaerwen nine months after Noel’s training.

"Of course, you’d forget what they’d told you and it was difficult from the start," said Noel.

"Yes, there was a bit of a help if you phoned, and the main office was in Bangor at the time. But then they moved the office to England and that meant it was harder. By then it was just over the phone - before that someone from Bangor could call in to help you within an hour or two.”

A Horizon terminal - a familiar sight in Post Offices. Photo: Nick Wallis

In 2003, Noel had "the first problem" with the Horizon system, he said.

"£6,000 had gone missing - the computer told you how much money you should have, and how many stamps and various other things like premium bonds and all that.

"So, you had to do a stock check and then check with the computer. All you got was a piece of paper to say if you were right or not.”

Noel telephoned the head office in Bangor to report the "loss" of the £6,000, he said.

"The regional manager arrived - a man from Llanfair - and this lady came with him. She was the ‘Area Manager for Wales and the Marches’ - there’s a title for you!

"She came and we settled the debt - I paid £3,000 and the Post paid £3,000.”

He had to pay out of his own pocket, he said, "because the computer said there was a loss. To tell you the truth, my wife and I had been digging through the paperwork and we couldn't find anything.”

According to Noel, before the advent of the Horizon computer system, it was easier to check the accounts.

"Before, you had a book which you’d write into, and so you were able to check. I would do so, and my wife Eira would double check, and everything would be fine. But like I say, I had to pay the £3,000.”

In terms of Noel’s feelings about that: “well I was quite cross to tell you the truth, but that's it. In order for me to keep the post office open, I had to pay it. And as you know, as the story goes - that is the way the Post worked.”

By 2005, Noel was ringing the Post Office helpline based on the outskirts of Rotherham regularly - and over a number of months - to discuss the Horizon computer system.

"You wouldn’t get the same person each time and they'd say: 'oh, carry on, carry on', and the debt reached nearly £50,000 over a period of around six to seven months. The money was disappearing, and you had to just accept that the money on the computer was not balancing.”

"I kept saying that it was the computer, but they kept saying: 'nothing is wrong with the computer, you've either stolen it or you've taken it. And that was the end of that - I was being accused of stealing. "

On October 13 2005 at 7.30am came a knock at Noel and Eira Thomas’ door.

"I was reading a paper out the back and there was a man and a woman there to do an audit. I opened the safe and got everything out, and I told them I had a problem and that £50,000 was missing.

" ‘Yes we know', the lady told me, ‘that’s why we’re here’."

You can read Part 3 from our series with Noel Thomas in the coming days.