Customer Charter

Library Users' Charter

Stockton Borough Libraries will:

•  Encourage reading 
•  Promote literacy
•  Listen to what people have to say 
•  Assist the community to make positive use of leisure time
•  Develop partnerships
•  Enable participation in lifelong learning and
•  Provide value for money services through expert knowledgeable staff

 

Your Libraries

•  We promise there will be a library open somewhere in Stockton Borough between 9.30am to 7.00pm Monday to Friday, and 9.30am to 5.00pm   Saturday(except Bank Holidays)
•  All libraries will be welcoming and easy to use
•  We will pay particular attention to the safety of you and our staff
•  All libraries have access for people with disabilities
•  If you cannot get to a library because of age, infirmity or distance we will come to you via the Mobile Library, the Bookbus or the Housebound Readers' Service

 

Our Service to you

•  All our staff will be well trained, well informed and polite
•  You will never have to wait too long to be served. Our aim is to serve you within 3 minutes
•  We aim to answer your telephone call within 7 rings

 

Books and other stock

•  We will provide a wide range of materials to suit your needs
•  If you have any special needs - language, sight, hearing - we will provide suitable books or alternatives
•  If the book you want is not on the shelves we will do our best to obtain it for you
•  8 out of 10 requested books will be supplied within one month
• We will collect books and other stock which record our local history

 

Information Services

•  We will provide information services in both print and electronic forms so you can keep yourself informed
•  We will provide free access to computers in every community library
•  We will provide a community information service with a wide range of material on national and local services · All libraries will take local and national  newspapers

 

Please help us to help you by

•  Taking care of library materials and showing consideration for others when you visit
•  Treating staff with courtesy
•  Returning or renewing books by the due date
•  Telling us what you think of our services and how they can be improved

 

In return we will

•  Monitor our services. We will make sure they are effective, offer value for money and meet your needs

 

We welcome your comment or complaint

•  You can talk to the staff, complete a comments card or use the form available at the counter
•  We will respond to you within 10 working days

 

If you have any comments or suggestions about our standards please contact us at the address shown