Renfrewshire library standards

Home > Services > Libraries > About Renfrewshire libraries

What you can expect from Renfrewshire Libraries.

Customer Pledges

These pledges detail how we aim to serve you in our libraries.

We aim to provide:

• a wide range of clean, attractive books and other materials for information and leisure which are suitable for adults, young people and children, and which reflect the cultural and ethnic diversity of the community
• current and historic material about Renfrewshire, its people and places, from earliest times to the present day

We aim to:

• make you feel welcome in libraries, treat you fairly, and ensure confidentiality when appropriate
• identify our staff with name badges
• serve you within 5 minutes
• communicate with you using a variety of formats, including telephone, letter, fax, and email
• publish information about our policies, about the standards of service you can expect, and about the results of any consultations we have undertaken
• provide feedback cards and complaints forms in all libraries
• review our standards regularly

Library standards

These standards set clear targets for performance. We measure our performance against these standards and we publish the results. Published results will be available in libraries and from the document link below
'How Well are We Doing?' (PDF 120.35 kb)
You need Adobe Acrobat Reader to view these documents. Download Acrobat Reader here.)

Standards for access to library premises. We will:

• ensure our buildings are accessible and that they comply with health and safety regulations and the Disability Discrimination Act
• publish our opening hours at every library and on our website, and achieve 98% of our opening hours
• offer alternative methods of access to services for those unable to visit a library e.g. those who are housebound
• provide a mobile library service and achieve 95% of our scheduled stops

Standards for access to library services. We will:

• provide online access to the library catalogue so that you can find out what is in stock, make requests and renew your loans online at any time
• obtain 75% of items you request within 30 days
• provide free access to computers and the internet in each of our libraries
• provide up-to-date community information in our online Clubs and Groups database
• provide a range of displays, activities and events which promote reading, learning and literacy for babies, children and adults

Standards for communicating with customers. We will:

• answer the telephone within five rings
• acknowledge receipt of letters and emails within two working days, and provide a full reply within ten working days
• ask your opinion about our services, consult you on plans for improving the service and tell you how we performed against our standards
• train library staff in customer care skills each year
• achieve the Customer Service Excellence award each year

These pledges and standards are also available in PDF format from the link below

Customer service: What you can expect from Renfrewshire Libraries (PDF 681kb)

You need Adobe Acrobat Reader to view this document. Download Acrobat Reader here.

If you want to comment on these standards, please complete the online form below or fill in a comments/suggestions card at any Renfrewshire library.

Comments/suggestions online form

Back to top