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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

For more information about our service standards including key performance indicators and our Customer Service Charter please visit our Regulations, Standards and Performance page on our customer services Libguide.


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.


We hope that our services meet your needs in a timely, efficient and friendly way. However, if you do encounter a problem please contact us straight away so we can try to resolve the issue for you. Our full complaints procedure is also available on the Regulations, Standards and Performance page of the customer services Libguide.

 Queen’s Award for Enterprise Logo
University of the year shortlisted
QS Five Star Rating 2023