Our Customer Services Charter sets out how we aim to deliver on our mission. It details what you can expect from us, and how you can help us to achieve this.
What you can expect from us
In your library, you can expect that we will:
Provide a friendly, responsive & professional service
Treat you with dignity and respect at all times and in a fair and consistent way.
Provide the fullest possible service and support during our opening hours
Provide 24/7 access to online resources and information, subject to service availability, and access to computing facilities
Strive to create a pleasant, safe, welcoming and accessible environment in which you can work
Provide a range of different working spaces, to suit your individual preferences
Provide equipment (eg. computers, printers, copiers) that meet your needs and that is updated on a rolling programme
Provide relevant and accurate information on our services and resources, and any changes to these, in a timely manner
Make available high quality information resources relevant to your programme of study
Work in partnership with academic and other support staff to develop your information, research and digital literacy skills
Train and develop our staff appropriately so that they continue to deliver a quality service
Engage with students, staff and the wider community to ensure that we meet your needs and expectations
Use information gathered from enquiries, complaints, feedback and surveys, and usage data to help inform & continually improve our services.
How you can help
You can help us to achieve this by:
Respecting library materials, property, staff, and your fellow library users
Looking after the library environment, by using the recycling bins provided to help keep it tidy
Abiding by our policies for Acceptable Use and Eating & Drinking, and taking note of the expected behaviour in our different zones
Returning or renewing the library materials you borrow on time, and ensuring your library account is kept in good standing
Being vigilant with your own property
Carrying your Leeds Trinity card with you whenever you visit the library and not lending it to anyone else
Asking Library staff whenever you need assistance
Checking your email account regularly and responding to library communications
Giving us feedback - telling us what we are doing well and where we could improve.