Library and Archives Customer Charter
Source: https://warwick.ac.uk/services/library/about-us/charter/ Parent: https://warwick.ac.uk/services/library/
Library and Archives Customer Charter
This charter sets out our service offer to you and what you can expect from us; along with our expectations from you. It covers our commitments to you, the support we offer, and how we work together to maintain a safe, welcoming, and productive environment for everyone.
We are committed to providing excellent services, resources and spaces to support your learning, teaching and research needs.
Our Commitment to You
We will:
- Treat everyone with courtesy, respect, and fairness.
- Deliver friendly, proactive, and professional customer service.
- Provide access to high-quality print, electronic, and archival resources.
- Ensure our physical and virtual spaces meet diverse study needs, with a strong commitment to supporting students with disabilities through accessible formats, assistive technologies, and tailored service arrangements.
- Maintain safe, welcoming, and inclusive environments across all library and archives sites.
- Offer 24/7 access to online resources and computing facilities, subject to availability.
- Take reasonable steps to ensure our information is easy to understand and reaches everyone who needs it.
- Provide a complaints process to deal with concerns where we haven’t met our high standards.
- Collaborate with academic departments to provide training and support which develops your research and digital literacy.
- Train and support our staff to help you make the most of our services.
Our Service Standards
To put customers at the heart of everything we do, we promise to:
- Set challenging and measurable standards for our services, aligned withnational and statutory requirements.
- Clearly set out what you can expect from us in advance, including policies on borrowing, conduct, and access.
- Respond to all enquiries within agreed timeframes
- Publish our service standards and monitor our performance against them.
- Report transparently on how your feedback has led to improvements.
Understanding Our Customers
We are committed to understanding the needs of all our users by:
- Regularly gathering reliable data on how current and potential customers use and value our services.
- Consulting widely with students, staff, researchers, and community members to ensure our services are relevant and inclusive.
- Using feedback to inform policies, shape strategic decisions, and prioritise improvements.
How You Can Help Us
- Treating Library and Archives staff and fellow users with courtesy and respect.
- Taking care of library and archive materials, property, and spaces.
- Adhering to library and archives policies and expected conduct in different zones.
- Carrying your university ID and not sharing it with others.
- Asking staff for help when needed.
- Checking and responding to library and archives communications.
- Sharing feedback to help us continuously improve our services for you
How we will measure our service offer and commitment to our customers
Click here to find out more about our key performance indicators
Feedback on our Customer Charter
We welcome your comments or suggestions on our Customer Charter. If you would like to share feedback or propose improvements, please email us at library@warwick.ac.uk. All feedback is reviewed and helps us ensure our commitments continue to reflect your needs.