The Library's Code of Service sets out our service commitments
to you, and tells you what to do if you have a problem. This information
is also available in large print and on audio tape from the Disability
Support Officer (Tel: +44 (0)20 7412 7022).
Services to members of the public and readers include:
- Reading room and associated services
- Admissions
- Visitor information
- Telephone enquiries' service.
Our aim is to give you access to the Library's collections through
high quality, customer focused services.
In an operation as large and diverse as the Library's, we know
that things will go wrong from time to time and that there will
be times when our service falls below the standards we have set
and fails to meet your needs. We want to hear from you because we
learn from our mistakes and will always try to put matters right.
Our Code of Service states:
We also have a complaints procedure.
Commitment to service
Our service will be prompt and efficient
- We will try to keep queuing to a minimum
- We will offer alternative ways of contacting us or of getting
information
- We will give priority to rectifying problems caused by our
error.
Our service will be professional
- We will serve you in a polite and friendly manner
- We will wear name badges so that you know who we are
- We will make sure that we are trained to give you the help
and advice you need
- We will hold your personal information in confidence and in
accordance with the Data Protection Act
- Where an enquiry falls beyond the scope of the service, we
will refer you to a more appropriate source of information.
Our service will be reliable and consistent
- We will try to keep our services open during all advertised
hours and will try to give a reasonable period of notice when
we make changes to services or hours of opening
- We will try to keep services fully staffed
- We will provide a clean, tidy and safe environment
- We will keep noise to a minimum in Reading Rooms
- We will ensure equipment is in working order
- We will provide back up services, wherever possible, if equipment
fails
- We will provide accurate and up to date guides and information
- We will provide displays, events and exhibitions that are accurate,
stimulating and enjoyable.
Our service will be responsive
- We aim to be as responsive to your needs as our resources permit
- We will respond to the comments we receive
- We will hold regular surveys and report back to you on the
findings
- We will consult you on specific topics
- We will provide comments forms on our website
and in all public areas.
Our service will be fair to everyone
- We are committed to providing the same level of service to all
users
- We will interview all applicants for reader passes fairly and
equally in accordance with the Library's admissions policy
- We will try to meet the needs of those readers who require
further assistance to use catalogues, services or collections
- We will have regular training programmes for staff to increase
their awareness of those issues important to readers with disabilities.
Our targets
Enquiries
- We aim to respond to all written enquiries within 10 days of
receipt.
St Pancras Reading Rooms, London
- We will process all applications for a readers pass within 20
minutes
- We will deliver 90% of collection items stored onsite within
70 minutes
- We will deliver 90% of collection items stored elsewhere in
London within 3 hours (if ordered before 15.00 Monday to Friday)
- We will process orders for up to 4 items by telephone and 6
items by fax, letter or email in advance of a visit (1 item can
be ordered without a shelfmark).
Newspaper Reading Room, Colindale, North London
- We will deliver 90% of collection items stored onsite within
60 minutes
- We will process 4 items per person with 48 hours notice of
a visit.
