Standards and performance

The Lanchester Library aims to be a welcoming, accessible, and supportive service providing our customers with the resources they need to succeed.

Our core values inform this approach. We aim to be:

  • Customer-focussed
  • Inclusive
  • Ethically and socially responsible
  • Innovative
  • Always learning

In order to support our core values and overall aim we measure our performance against a set of key indicators. Our key performance indicators show how the Library (including the Centre for Academic Writing and Sigma), supports the teaching, learning and research of the University. The targets we have set help us to ensure that we are providing an excellent and responsive service that meets customer needs.

You can also read our Customer Service Charter.

Feedback

We welcome feedback on any aspect of Library services and aim to incorporate your suggestions into service developments. Use our Libanswers service to ask us a question or give us feedback. You can also fill in a Tell Us card at the Welcome Desk in the Library.

Complaints

We hope that our services meet your needs in a timely, efficient and friendly way. However, if you do encounter a problem please refer to our complaints procedure.