The Service Standard for the Library and Information Service tells you the level of customer service you can expect from us.

We will:

• Provide high quality services to you based around you and your circumstances and in a way that offers you maximum choice.
• Ensure that our services are accessible for all residents, businesses and visitors.
• Ensure our staff are appropriately trained, helpful and treat you in a caring, polite and efficient manner, responding in line with our service standards.
• Ensure our staff provide information that is reliable, clear, informative and in a format of your choice.
• Answer 75% of your telephone calls within 18 seconds.
• Monitor our performance on the number of calls that are unanswered or busy and take action to put it right.
• Respond to 90% of your letters within 12 working days.
• Respond to 90% of your emails within 12 working days.
• Ask you for feedback at least once a year on the level of service you have received, and publish the results.

You can also expect the Library and Information Service to:

• Ensure that 50% of books requested will be supplied in 7 days and 90% in 30 days.
• Ensure that we achieve the National Standard of numbers of new books and audio visual material bought each year.
• Supply free access to 100% of our public computers, subject to technical availability.
• Provide an enquiry service 24 hours per day 7 days a week, either in a library or through the library website through the international Enquire service.
• Aim for 90% satisfaction with the service for adults and children in your libraries.

What we do for you

• Lend books free of charge.
• Rent CDs, DVDs and other materials to adults and children.
• Provide computers with free access to the internet in all libraries.
• Provide an information service available to all including specialist areas e.g. health and business.
• Ensure staff are highly trained and able to help people access services.
• Provide a range of activities for adults and children including rhyme times, story times, visiting authors, book groups and general talks.
• Deliver one to one help sessions on computers for general help and specific areas e.g. family history.
• Provide online access to services and reference sources 24 hours a day, 7 days a week.

We ask our customers to:

• Return items to the library when they are due back so that other people may have access to them.
• Tell us straight away if your card is lost or stolen so that we can stop anyone else using it - you are responsible for all items borrowed on your card.
• Switch off your mobile phone when in the library.
• Only eat or drink in appropriate places in the library.
• Respect all who use the library.
• Treat the staff with understanding and courtesy.

Have Your Say:

Our 'Have Your Say' scheme lets you tell us what you think about our services.

You can Have Your Say by:

• Speaking to a member of staff
• Completing the form online at www.nottinghamcity.gov.uk/haveyoursay
• E-mailing us at customer.services@nottinghamcity.gov.uk quoting Have Your Say
• Calling us on 0115 915 4950 (8.30am - 4.50pm Mon-Fri) or 0115 915 4848 (24 hour answerphone)
• Picking up a form at any reception point

If you require this information in another language, in large font, Braille, audio tape or text only version, please ask a member of staff or call Nottingham City Council Customer Services on 0115 915 4950.

This information is also available as a printed leaflet (34K PDF)