Customer promises

Our customer charter

We are committed to ensuring that all students and staff can make the best use of our services.

You can expect us to provide:

• Excellent, well-resourced library facilities with flexible learning spaces and open long hours;
• Friendly, welcoming and student engaged staff so that you can make the best use of the library during your time at university;
• The resources and support you need to be successful in your studies;
• A range of 24/7 digital resources to enable you to engage in your studies wherever you are;
• Learning development opportunities to support your academic progress;
• Opportunities for you to feedback to enable us to continue to develop our service.

All we ask is that you regularly read the communications we send and please show consideration to your fellow students by following the regulations.

Customer Service Excellence

The Library holds the Customer Service Excellence award. This award is reassessed yearly as part of a three year process. We have been holders of the accreditation for 12 years and we hope it demonstrates a clear commitment to providing excellent customer service.

We use the framework to drive customer focused change and at our last assessment the assessor highlighted positive changes to services have been made as a result of analysing customer experience and our staff who are empowered to improve the customer journey, we received six compliance pluses.

Find out more about the Customer Service Excellence award

Service Levels

We are a member of the Merc Collaboration, a professional network comprised of higher education libraries from across the East and West Midlands