Skip to main content
It looks like you're using Internet Explorer 11 or older. This website works best with modern browsers such as the latest versions of Chrome, Firefox, Safari, and Edge. If you continue with this browser, you may see unexpected results.

Service standards

Our standards and performance targets

We are committed to providing all of our customers with the best possible support services that we can offer.

Our standards set performance targets for our core services, and provide users with information on the level of service they can expect.

We are committed to monitoring and reviewing our targets, and reporting the results, on a regular basis. 

Access to our libraries and resources

Our promise to you:

  • Our libraries will always be accessible during our advertised opening times.
  • We will publish any changes to our opening hours on our web pages and social media accounts 

Enquiries and support

Our promise to you:

  • Our staff will be available at our service points during our advertised staffed opening times
  • If your enquiry cannot be answered by the desk staff, you will be referred to a librarian who will be available Monday – Friday 9am – 5pm. During these hours you will be able to talk to a librarian immediately.

  • Outside of these hours we will make an appointment for you to meet with a librarian within 1 working day of your request.

Lending support services

Our promise to you:

  • When an inter-site loan is available ‘off the shelf’, it will be ready for collection within four working days at our Thompson and Blackheath Lane libraries and within seven days at Shrewsbury Health Library.
    • Service Standards monitoring results for 18 and 20 February 2020:
      • Number of random sample = 4

      • Maximum time taken  = 1 day

      • % available for collection within 4 (or 7) working days = 100%
  • We will action/approve 90% of document delivery requests within 48 hours, and 98% of requests within three working days. 
    • Service Standards monitoring results for 10–14 February 2020:
      • Number of requests monitored = 6

      • Average time take = 29 hours

      • Maximum time taken = 72 hours

      • % approved within 48 hours = 83%

      • % approved within 72 hours = 100%

  • 99% of returned items will be back on the library shelves within 48 hours of being returned to the site libraries.
    •  Service Standards monitoring results for 18 and 20 February 2020:

      • Number of books shelved = 95

      • Maximum time taken = 13 hours 30 minutes 

      • % shelved within 48 hours of being returned = 100%

  • Digitised material for reading lists will be available within four weeks of a request being made. This is subject to copyright and publisher permissions.
  • Digitised copies of available print articles or book chapters will be supplied to off-campus customers within 3 working days.  This is subject to copyright and publisher permissions.

  • We will benchmark our charges against competitors on an annual basis to ensure we remain fair.
     

Library lending services

Our promise to you:

  • Our Customer Services staff will be available at the service points during our advertised staffed hours.

  • Reservations will be available for collection within two working hours of being returned to a Customer Services desk.

    •  Service Standards monitoring results for 20 and 21 February 2020:

      • Number of books monitored = 10

      • Maximum time taken = 2 hours 45 minutes 

      • Average time taken = 1 hour 3 minutes

      • % shelved within 2 hours of being returned = 90%

  • 99% of returned books will be back on the shelf within 48 working hours. (Exceptions include weekends and peak return times, such as the start and end of semesters.)

    •  Service Standards monitoring results for 18 and 20 February 2020:

      • Number of books shelved = 95

      • Maximum time taken = 13 hours 30 minutes 

      • % shelved within 48 hours of being returned = 100%

  • Current issues of printed journals will be made available within 24 staffed hours of receipt.

  • Self service facilities will be available 99% of our opening hours.