Customer Service

The Library is delighted to have been a holder of Customer Service Excellence since 2013. This is an industry standard that assesses all customer-facing areas of our service. Our key customer service policies and guidelines, including the Library’s Code of conduct, are listed below.

Students in the Library reading

Services standards

Service areaStandard2018-192019-20
Opening hours The building will be open 100% of our advertised opening hours 100%  99%
Enquiries and feedback We will acknowledge 100% of feedback, enquiries and complaints within one working day    
Access to resources At least 80% of reading lists will be reviewed within two weeks of receipt**  74%  72%
We will ensure that 100% of physical books are available to our users within 24 hours of being returned   100%
We will process 100% of Inter-Library Requests within three working days    100%

We will achieve Gold in the University Green Impact Programme 

 Bronze  Silver

* Where reading lists have been submitted in good time for the review to be completed before the start of term.

**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.

Key policies and guidelines: