Standards of Service
We have a number of service delivery standards that set out the levels of service you can expect from us. These are outlined below by key area. Targets are 100% unless otherwise stated.
Data shown represents survey responses of those who expressed an opinion.
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Your Library space ... in person and online
PERFORMANCE 2024-25 TARGET 2025-26 88.1% We will achieve at least 90% satisfaction with the quality of the study environment in all libraries 99.5% Core Library systems will be available 99.5% of the time during working hours; the majority of systems available 24/7 100% The Library will be open for all our advertised staff service opening hours during semester or term time - Your time ... is important to us
PERFORMANCE 2024-25 TARGET 2025-26 100% Customers will be served within 60 seconds of arrival at a Library Service point, during staffed hours 100% We will ensure that returned books are available to customers within eight hours 100% We will action inter-library loan requests within 2 working days of receiving the request 91% We will provide a detailed response on missing items to customers within 7 working days - Your subject ... supporting study and research
PERFORMANCE 2024-25 TARGET 2025-26 100% Customers will be satisfied with our timetabled teaching sessions and organised drop-in clinics 95% Customers will rate library trainers as knowledgeable 98% Customers will rate library trainers as friendly and helpful - Your support ... We're here to help - just ask
PERFORMANCE 2024-25 TARGET 2025-26 95%Customers will rate staff as knowledgeable - target 95% 95% Customers will rate staff as friendly and helpful – target 95% 99.5% We will acknowledge all feedback, enquiries and complaints within 1 working day 99.3% We will provide an initial response to feedback, enquiries and complaints within 3 working days 86% We will achieve at least 90% satisfaction with responses to feedback, enquiries and complaints Updated February 2026