Customer Charter

We want all library users in Nottinghamshire to receive a high quality, value for money service. This Charter sets out the standards that we aim to achieve in all our libraries.

Our commitment to you on service

• Our staff will be helpful and polite
• We aim to serve you within 3 minutes, except during busy periods
• We will help you with your enquiries while you wait in the library, up to a maximum of 15 minutes. After this time and during busy periods it may be necessary to respond to your enquiry later either by telephone or by e-mail. If this happens we will contact you within 1 working day.
• We will answer the telephone politely and clearly within 4 rings
• We will reply to letters and e-mails within 10 working days. If more detailed work is necessary we will send a further reply within 20 days. Our letters will be written in a plain and informative style
• Our staff will be well trained and efficient and have the appropriate skills to meet your needs

Our commitment to you on access

• Our staff will treat all customers fairly and without discrimination
• We will provide services to people who live throughout the county including those who cannot get to a library
• We will make our services accessible to everyone

Our commitment to you on consultation

• We will listen to your views and suggestions about our service. We provide comments forms in every library.
• We will consult you on issues which affect the delivery and choice of services and inform you about changes to our services
• We will conduct a customer satisfaction survey in every library at least every three years and we will inform you about the results and the action that we have taken.

Our commitment to you on meeting National Standards

• We aim to supply 50 percent of requested items within 7 working days. Whenever you ask we will be able to tell you about the progress of your request.
• We will provide free access to computers in all libraries.
• We aim to meet National Standards for supply of reservations, additions to stock and opening hours.  See the Latest performance results for 2007/08, [PDF 21.31KB]

If you wish to complain

We are confident that you will be satisfied with the service that we provide. However, if you are not satisfied please let us know.

• You can make a complaint in person, in writing or by telephone at the library or to Library Headquarters at County Hall
• You can complete a complaint form which is available from your library. This form is sent to the Chief Executive and gives details of how to contact the Local Government Ombudsman.
• We will take your complaint seriously, investigate it and respond to you. If we have made a mistake, we will tell you and put it right as quickly as possible.

The Nottinghamshire Library Service aims, with your co-operation, to provide a high quality service for all people living in or visiting the County.

To help us to achieve this:

• Please give our staff the respect that you wish for yourself
• Please allow our staff to offer the service free from verbal or physical abuse, real or threatened.