Service Promise

Up to Standard  

Torbay Library Services' Promise

• Opening hours will be displayed at every library, and mobile library stopping times will be publicised. The pattern of opening hours will be decided through consultation with you, and will reflect our intention to meet the national standards for access to libraries.

• All libraries will be open during the advertised opening hours, and the mobile library will visit at the publicised times. We will give 4 weeks' notice of any planned temporary closure. Unexpected breaks in service will be monitored and reported.

• We make every effort to provide facilities and services that are accessible to people with disabilities.

• We will work towards improving access, external signing and internal guiding in all libraries.

• You will receive efficient service from polite, helpful staff.

• Staff will wear name badges and you will have access to managers responsible for your library, whose names will be displayed on the premises.

• We aim to answer the phone within 45 seconds. If we are closed, a pre-recorded message will give opening times.

• We aim to answer 6 out of 10 enquiries within 5 minutes. Complex or more detailed enquiries may take longer.

• We try to keep waiting times at service counters to a maximum of 5 minutes.

• We try to supply 50% of requests within 7 days, 70% within 15 days and 85% within 30 days.

• Public access computers are available at all of our libraries. We aim to assist new users of this technology as much as we can.

• We will listen to your views about the library service. We will provide customer feedback forms for your use at each library and invite comments on our website. We will respond in full to letters, written comments and complaints about the service within 10 working days.

• We will carry out surveys of your opinions of the service and publish the results.

• We will give you 4 weeks’ notice of any increase in library charges.

• We will report on our performance against these standards through our Annual Business Plan, which will appear in our libraries and on our website.

• We will review this statement on an annual basis.

Last reviewed November 2007

Related Documents

To view any published Related Documents for this service you will require the appropriate software. To download this software please see our documents help page. All links to documents will open in a new window. To request documents and files in an alternative format please contact us using the contact information provided on this page.