Library service standards

Our service standards provide our users with an indication of the level of service they can expect from us in a number of key areas.  They are monitored, reviewed and reported regularly in order to improve the delivery of our services. Updated June 2017.

Service Area

  • We will provide a responsive enquiry service and a variety of spaces in which it is pleasant to work and study

Service Statements

  • We aim to be open for at least 99% of the advertised opening hours
  • Our main Library Information Desks will be staffed 100% of the time from 09:00 to 20:45 during term time week day opening hours and queues at the desk should not be longer than 5 minutes and we will call for assistance on occasions where it is busy
  • We will provide a range of silent and group study areas to our customers
  • Library staff will walk through the library spaces to spot check for any safety, building defects or cleanliness concerns by 10am daily (Mon – Fri) and we aim to achieve this at least 95% of the time the libraries are open
  • We aim to provide an initial response to all enquiries to library@londonmet.ac.uk within 2 working days*

* = a working day during the weekday Library Services operating hours

Service Area

  • We will provide timely, responsive, seamless discovery and access to all information resources that students and staff need for learning, teaching and research

Service Statements

  • We aim to have 99% of new e-books available to users within one working day of purchase*
  • We aim to have the portal to e-resources available 99% of the time
  • We aim to have 95% of reservations available to users within two working days of being returned*

* = a working day during the weekday Library Services operating hours

Service Area

  • We will promote and facilitate awareness and access to all the information resources that students need for their studies whilst on and off-campus

Service Statements

  • Each student will have access to relevant and up to date subject information on our web pages
  • Every student will have an Academic Liaison Librarian assigned to their course
  • We aim to make information literacy training available for every student

Service Area

  • We will publicise our range of services, regulations and opening times and keep you informed of any changes to these

Service Statements

  • We will respond to feedback received - print and online - within 10 days
  • We will keep you informed about how you view our performance
  • We will meet with student representatives on a regular basis – at least 3 times each year - and attend Student Fora in the Schools
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