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Customer Charter

Two students sitting on armchairs and talking to each other in Y Fforwm Library

We are committed to provide high quality service to everyone using the Library and Learning Resources service Information Services. We aim to work collaboratively and in partnership with our customers to offer innovative and effective learning spaces, facilities and resources, both onsite and online. Our Customer Charter is founded upon our values and commitments, it summarises what you can expect from us.

Our values:

  • Collaborate Creatively
  • Respect Equally
  • Think Critically
  • Champion Integrity
  • Discover Freely
  • Protect Privacy
  • Listen Carefully
  • Respond Reflectively

Our commitment to you is that we will:

  • Ensure your needs are the focus of the services and collections that we provide and that we use our resources effectively for the benefit of our customers.
  • Support and help you become empowered, critical and independent in your use of information and to get the most out of the wide range of resources available.
  • Treat our customers with equal courtesy, professionalism and respect, providing a proactive and timely service.  Staff will be identifiable by name and will be committed to working with you in developing positive partnerships.
  • Train and develop our staff to deal with enquiries appropriately and they will be well informed about our services and facilities.
  • Communicate with you in a clear, timely and accurate manner through a variety of channels and publicise our range of services, terms and conditions, opening hours, and keep you informed of any changes.
  • Be committed to providing welcoming, safe, comfortable and high quality inspirational learning spaces that are conducive to help you study and research.
  • Work collaboratively across the whole university, actively engage with the wider academic and professional communities to share and disseminate best practice.

To help us achieve this we ask you to:

  • Carry your student card with you at all times, understanding why we ask to see it and not lend it to any other person and if it is lost report it as soon as possible
  • Have high expectations of us, tell us what we are doing well and where we could improve by providing giving us your feedback and suggestions
  • Abide by our code of considerate behaviour, be mindful of the rights of fellow customers when using our physical spaces and observe any restrictions applied to particular areas
  • Observe our regulations, terms, conditions and policies for the use of resources and spaces, treating staff, customers and visitors with courtesy and consideration at all times
  • Take reasonable care of your own health and safety whilst using any of our services and spaces, reading all Health & Safety and Fire notices
  • Help us look after our learning spaces and show consideration for others by leaving them clean and tidy. You can do this by only bringing cold food and drink or hot drinks with a lid into all libraries then use the bins and recycling containers provided for rubbish disposal
  • Use the resources we provide responsibly and in accordance with their terms of use, copyright, law, licensing agreements and University regulations

Children and young people under the age of 16 are only allowed in our libraries if they are accompanied by an adult. Children are the responsibility of the accompanying adult whilst on Library premises, who must ensure adequate supervision and control at all times.