Customer Services: Regulations, Standards & 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-focused
• Inclusive
• Ethically and socially responsible
• Innovative
• Always learning

Our Customer Service Charter sets out our commitment to provide excellent customer service and sets out what you can expect from us. However, if something does go wrong and you feel we have not met our standards and wish to complain, you will also find our complaints procedure below.

We measure our performance against a set of Key Performance Indicators. The latest results for these are in the document below. key Library statistics can also be found below.

If you have any comments about our services please do let us know. You can post physical comments via our Tell Us forms at the Welcome Desk, or feedback to us via LibAnswers, use the chat widget on Locate or direct to Kirsty Kift, Assistant Director (Customer Experience and Service Innovation).