Standards and performance

As a library customer, you have the right to expect certain standards of service from your library service. Our Customer Charter and Library Standards set out the standards that we are committed to maintaining and that we monitor our performance against. We also welcome feedback from our customers on these standards, so that they can be shaped and improved in the future.

We endeavour to provide effective and efficient services for all. To help us do this, we regularly monitor our performance against the aims and targets set out in the Council's Policy and Financial Plan and our Library Strategy: Connect ER. We provide information to our customers on how we are performing and we compare our performance against other library authorities.

We strive to deliver the highest standard of service delivery and customer care. We consult with our customers to ensure that satisfaction levels are high and that we are delivering the services that our customers want. We do this by using a variety of methods e.g. surveys and consultation events.

Your views are essential to us and we welcome your comments, compliments and complaints. We monitor your comments and complaints and the feedback that you provide has a direct result on our services.

Use the links in the left hand menu to find out more about our service standards and performance.