As part of the Archive Service Customer Charter we have made the following commitments and pledged to monitor and publish information on our performance

Our performance against these standards during the period April 2003 - March 2004

We will accession all new deposits and dispatch receipts within one week of receipt of archives in the office.

  • Achieved


We aim to serve you within 5 minutes at the enquiry desk, except during peak periods.

  • Not monitored but broadly achieved


We aim to answer the telephone courteously, within 8 rings

  • Not monitored but broadly achieved


Original archives may be ordered in batches at regular intervals.  We aim to produce all ordered archives within 30 minutes of the published collection times, and 80 per cent within 15 minutes.

  • 99 per cent produced within 30 minutes and 91 per cent within 15 minutes (sample)


We aim to respond to all enquiries received by letter, e-mail or fax within three working days and 80 per cent within one day.

  • 96 per cent of enquiries replied to within 3 days and 83 per cent within 1 day (sample)


We aim to despatch photocopies within two working days, and 80 per cent within one day.  

  • 95 per cent of copies despatched within 2 days and 92 per cent within 1 day (sample)

Some of the above standards were only monitored by sampling.  From April 2004 we will monitor our performance continuously which will enable us to put right any dips in performance more promptly.

We are pleased to receive your views on these standards and whether you think they meet your requirements.

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