Customer Charter

Nottinghamshire Archives provides archive services to all those interested in the history of the county of Nottinghamshire and the city of Nottingham.

We want all users of Nottinghamshire Archives to receive a high quality service. This Charter sets out the standards we aim to achieve. We are responsible to you for making sure that these standards are maintained. The Charter tells you what to do if you feel there is a need for change or enhancement of the service we provide.

We monitor our service through the PSQG Survey of Visitors to British Archives and the Archive Service Accreditation Standard, 2013

Our Pledge to You

On Acquisition and Preservation of Archives

  • We will actively seek to acquire and preserve appropriate archives and records relating to the county of Nottinghamshire and the city of Nottingham, and make them available for public inspection.
  • We will accession and acknowledge all new deposits and dispatch receipts within one week of receipt of archives in the office.
  • We will store archives in secure accommodation, having appropriate levels of temperature and humidity, in accordance with the British Standard BS 5454.

On the Service in the Public Searchroom

  • You will be served by helpful, clearly identified staff.
  • We aim to serve you promptly and courteously.
  • We will provide a public Searchroom which is open 37 hours per week, including one evening per week until 8pm and all Saturday mornings (Bank Holiday week-ends excepted).
  • We will allow individual researchers to have access to the public Searchroom at Nottinghamshire Archives free of charge and without appointment during normal opening hours.
  • Any restrictions on access to archives imposed by legislation, confidentiality, depositors' conditions, or conservation requirements will be clearly explained.
  • Original archives may be ordered in batches at regular intervals. We aim to produce 90% of ordered archives within 20 minutes of the published collection times, and 80% within 15 minutes.

On our response to Public Enquiries

  • We will supply prompt advice to personal and telephone enquirers as to the availability, nature and interpretation of the archives held in the collections.
  • We aim to respond to all enquiries received by letter, email or fax within three working days and 80% within one day.
  • We will maintain a register of independent local record agents and make it available both in printed format and on the Internet to members of the public interested in pursuing more detailed research.
  • We will undertake research into archives as part of our Research Service.

On the provision of Reprographic copies

  • We will supply photocopies or photographic copies (or allow visitors to use their own camera) of most archives required for private study for an appropriate fee (subject to any legal, copyright, or conservation restrictions).
  • We aim to despatch photocopies within two working days, and 80% within one day.
  • We aim to despatch photographs within one week
  • We will supply certified copies of specifically-identified entries in parish and other registers for an appropriate fee.

On Public Services in general

  • We will advise and train our staff to ensure that they are able to treat all customers fairly without discrimination.
  • We will ensure that wheelchair access is possible to the Searchroom and the Meetings Room, and take positive steps to ensure that services are accessible to people with disabilities.
  • We will provide a refreshment room for use by members of the public.
  • We will display publicly a Code of Conduct covering the use of the Searchroom and Archives premises.
  • We will respond positively to requests for group visits to the Archives, given reasonable notice.
  • We will respond positively to requests for exhibitions, given reasonable notice, providing preservation guidelines are met.
  • We will consult regularly with The Nottinghamshire Archives Users' Group (which includes both elected members and representatives of stakeholder bodies).
  • We will conduct a Searchroom users' satisfaction survey at least every two years and let you know the outcome.
  • We will keep you informed of changes to services and consult you (via the Archives Users Group, the display of public notices, and customer surveys as appropriate) on issues affecting the delivery and choice of those services.

Our Pledge to You on ensuring we meet these standards:

  • We will monitor closely how we are performing against these pledges and publish information in the Searchroom, on the internet and via the Archives Users' Group. We will indicate what action we take to rectify any dips in performance. We will also seek to involve you in reviewing these standards to ensure that they accurately meet your requirements.
  • We are keen to listen to your views about our service. Archives staff will welcome comments or opinions or you can complete a comments form available in the Searchroom.
  • We have a complaints procedure displayed in the Searchroom and we like to hear of any instances in which you feel we are not meeting our high standards.

In Return we Ask you to:

  • Be patient if there is any delay in assisting you at busy times.
  • Show courtesy to our staff and other users
  • Observe our Code of Conduct

Revised October 2013

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