Service standards

 Service area Standard2014-152015-16
Opening hours We will be open 100% of our advertised opening hours 100%  100%
Availability of IT/systems
24/7 access to the Library Search will be available for 99% of the time 99.67%  99.73%
Self service facilities will be available 95% of opening hours 99.78%  99.27%
Availability of resources 90% of items ordered for the Library will be shelf-ready within 1 working day of receipt  99.6%  100%
95% of Interlibrary requests will be actioned within 3 working days of receipt 96%
Reservations will be available to collect within 24 hours of being returned  98.9%  100%
95% of books returned will be back on the shelf within 24 hours  98.3%  98%
Enquiry services

All emails and enquiries received via the online enquiry formor via should be responded to within 3 working days

 99.6%  99.8%

The quality of our instant messaging responses should average 7 or above.

 9.05  TBA

We undertake to consider all complaints seriously and to resolve them satisfactorily whenever possible within the Library.

If we are unable to resolve a complaint within the Library we will give details of how it can be progressed furhter. We aim to progress fewer than 5 complaints a year.

 0  0

Working days exclude weekends, Bank Holidays and University closure days. Some services may be subject to essential maintenance periods which will be advertised online and in the Library.