Customer Charter

Photograph of University Library entrance.

We are committed to provide high quality service to everyone using Information Services (the Library, IT Services, and the Borthwick Institute for Archives). Our Customer Charter is founded upon our values; it summarises what you can expect from us.

We have three core values:

  • Customer focus
  • Collaboration
  • Continuous improvement

Our actions demonstrate our commitment to these values:

Customer focus

  • Treating you with courtesy, professionalism and respect
  • Providing you with friendly, proactive, and timely customer service
  • Providing a pleasant and welcoming environment that's conducive to study and research
  • Ensuring that our services, resources and facilities are accessible and easy to use
  • Training and developing our staff so that you receive a quality service

Continuous improvement

  • Monitoring our performance against our service standards, and adjusting our practices to meet those standards when necessary
  • Continually investigating ways of improving our services
  • Welcoming feedback, concerns or suggestions and acting upon them appropriately


  • Listening to and engaging with you to understand your needs, and developing services and facilities based on that understanding
  • Working collaboratively with staff and students across the whole University
  • Learning from, and disseminating best practice to, our wider professional communities

You can help us by:

  • Carrying your membership card when you visit the Library
  • Returning all requested Library loans on time
  • Showing consideration for others by using services fairly and sticking to our behaviour policies
  • Taking care of your own health and safety when you're using our services
  • Giving feedback on the services we provide