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:
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.
The Lanchester Library holds Customer Service Excellence accreditation. Each year we undergo independent external assessment against the 57 requirements of the standard. These cover the following key areas:
We are have compliance in every category and are particularly strong and hold 'compliance plus' status in the following five categories:
We also 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.