We want to make you welcome in our libraries. 
We will:
• wear badges, which will show that we work in the library, and state the position we hold
• always greet you, acknowledge those waiting for our attention, and try to avoid long queues 
• deal with the person in front of us before answering the telephone
• publicise our opening hours and give at least six weeks'notice of any planned changes to those hours – however, we may need to close the library at short notice in an emergency 
• provide clear directional signs to areas of the library, keep counter and display areas tidy, straighten shelves daily and make 90% of returns available on the day of return 
• help you to make use of our automated reservations service
• carry out a planned programme of library refurbishment that will be reviewed annually.

In return, we will expect similar courtesy and respect from you, our customer. 

Communication methods 
In addition to visiting the library you may access our services in a variety of ways, e.g. by telephone or email. 

On the telephone 
We will:
• aim to answer calls within 10 rings, or provide a messaging service
• answer clearly, giving the name of the library and/or department
• let you know what is happening – if your enquiry cannot be dealt with immediately, we will call back within an agreed time 
• deal with messages as quickly as possible, at least twice a day when the library is open.
We may choose to end a telephone call if a caller becomes abusive, but only after giving due warning of what we are going to do and why. 

Email enquiries 
We will: 
• acknowledge emails within seven days of receipt but we may not be able to respond fully within this time. However, we will let you know when you can expect a full response.
• give all comments and complaints our full consideration, and pass them on to Sue Jones, the Chief Librarian, when appropriate.