Our minimum standards:
We will:
- answer the telephone within 4 rings
- acknowledge e-mail/faxes/on-line requests within 1 working day
- acknowledge letters within 3 working days
- provide a full written response to within 10 working days
- sort complaints out on the spot if possible
- acknowledge written complaints within 3 working days, provide a full reply within 10 working days
- have a maximum waiting time of 5 minutes for appointments
If you wish to register a complaint with us please 
click here for further information.
What you have asked us to do:
In 2007 our customers asked us to:
Provide access to the Schools Library Service catalogue via the internet.
We have installed a new catalogue available 24/7 on the internet.
Provide an online ordering facility.
We have provided a facility to order topic loans online.
Provide termly deliveries to school of topic box requests.
We now deliver and collect your topic loans direct from school.
What our customers say:
We welcome your feedback. Here are a few comments we received recently:
"Just a note to say thankyou for the help and support I was given this morning from your staff. The Librarian came to ask me if I needed any artefacts for my Greek topic, which I found very helpful. It is a while since I have used the library service, but I certainly welcome recent improvements."
"I have received my books today! Thank you - they are fantastic! What an efficient service!"
"Thanks for so many good ideas and contacts shared with so much enthusiasm"
"Great service with very helpful staff. Excellent range of books available. Thanks for all the help."
"Wonderful resources! Found exactly what I needed! Very helpful staff, will be back at half term!"
Our Business Plan for 2008/9
Please click here to download our latest business plan (53 Kb) (Coming Soon)
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