Our promise to you

Two students talking to a member of staff

In Library, Learning Resources, and Information (LLRI), YOU come first.

Our customers are at the centre of all that we do. We want you to have a memorable experience within our libraries and at our service desks, so you feel encouraged to come back to us time and again. Whatever your enquiry, big or small, we will help.

All customers are valued, and our staff are willing to provide a service that responds quickly and feels personal. To demonstrate this, we will:

  • Ensure our staff are trained to offer a friendly, empathetic, and knowledgeable service so you believe the information we share is reliable and accurate.
  • Provide inclusive and welcoming study spaces within our libraries where you can feel secure and comfortable to be yourself.
  • Teach you how to access our high quality and relevant library resources so you can develop the skills you need to find information and use it well.
  • Help you develop your Microsoft Office skills, so you feel confident using the software whilst at university and beyond.
  • Listen to your feedback and respond within 2 working days. We will use your comments and suggestions to help us improve what we do.
  • Work with departments across the university to make sure we are giving you the best service we can.

Customer Service Excellence

Customer Service is important to us. To show you how committed we are to giving you a great experience and to make sure we continuously improve what we do, LLRI signed up to the Customer Service Excellence Standard. Every year since 2016, we have been awarded this government-backed standard and we are proud of our consistent achievement.

Library on social media

Library blogs