# 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](https://warwick.ac.uk/services/library/students/yousaidwedid/) 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](https://warwick.ac.uk/services/library/about-us/kpi/)

## 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](mailto:library@warwick.ac.uk). All feedback is reviewed and helps us ensure our commitments continue to reflect your needs.