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Customer Services Charter

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 to 24 hour 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, binding machines etc.) that meets 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.