A sub-postmaster has recalled the “devastating” impact of the Horizon IT scandal.

Chhaya Patel and her husband Vinay were accused of theft from their Post Office in World’s End, Burgess Hill. Like many other victims of the scandal, they were left with life-changing consequences.

In a new BBC One documentary actor Will Mellor, who plays fellow postmaster Lee Castleton in the ITV drama Mr Bates Vs The Post Office, spoke to five victims and their families who have been impacted.

Mrs Patel described the horror of friendly customers turning cold after they were accused of taking the money.

 “The community spirit was there, people would always compliment on how good a job me and Vinay were doing," she said.

“We really enjoyed serving the pensioners, Vinay would be doing the morning shift and deal with the newspapers, so when they would come in he would make them a cup of coffee and we knew them by their first name.”

“Sorry Mrs. Patel, the error is yours you have got to make it good.”“Sorry Mrs. Patel, the error is yours you have got to make it good.” (Image: BBC)

After three to four months of having taken over the Post Office branch, errors in balancing the numbers started to appear. Mrs Patel would call the Horizon system helpline to no avail – they cast the responsibility upon her to make amends for the shortfall in cash.

“Sorry Mrs. Patel, the error is yours you have got to make it good,” is the reply she would get from the Fujitsu helpline, she became emotional when recalling trying to make things right. 

“Every time the error happened, it doubled up and then doubled up again and again. We were told that it was our fault and we need to make it good from our own money.”

In Mrs Patel's first witness statement in the Post Office Inquiry, she said she and her husband ended up having to pay over £50,000 from their own pocket due to shortfalls. They were suspended by the Post Office, forced to sell their house and for her to work two jobs just to make ends meet.

They now live in Bolney and her husband has become seriously ill necessitating a breathing tube to assist him. They continue to fight for compensation for their time with the Post Office.

, the couple ended up having to pay over £50,000 from their own pocket due to shortfalls. The couple ended up having to pay over £50,000 from their own pocket due to shortfalls. (Image: BBC) The documentary revealed that Post Offices, including some still being run by sub-postmasters already affected, still have to use the Horizon system.

Surviving The Post Office is available on the BBC iPlayer.

The supporting podcast series is to be also available on BBC Sounds – search for ‘The Post Office Scandal

Will Mellor said: "I feel a real affinity with these families, so it was a privilege to hear their stories for this documentary and podcast. What shocked me most after meeting so many sub-postmasters is just how far the impact and trauma has spread – the effect it’s had on people’s health, their children, and their whole communities has been massive.”

While the Post Office has apologised for the harm caused, the public enquiry into the scandal continues and the compensation bill is expected to run up to a billion pounds. Many have only just started on their journey to rebuild their lives.