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.
|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
* 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.