Stockton-on-Tees Borough Council

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.