Libraries service standards
We want to provide excellent library services open to all.
We want our libraries to be safe, welcoming places which enhance the quality of life for everyone who lives, works, visits or studies in Richmond upon Thames.
Our services
When you visit a library we will:
- Give you help to find the right book, and if we can't find it, reserve it for you
- Provide access to the internet, and give you help using email and the office software
- Give you help if you are looking for information, whether it is local information,homework help, council information or any other query you may have
- Recommend good books and new authors through reading groups, book lists and special promotions
- Provide books in larger print or on audio
- Give you help to use online reference services
- Arrange for an interpreter to help you if English is not your first language
- Invite you to comment on any aspect of our service and ask you to tell us how we are doing.
When you visit our website you will be able to:
- Join the library
- Search our catalogue
- Search other London library catalogues
- Renew your books*
- Reserve a book*
- Use e books and e audio*
- Ask a Librarian (enquiry service)
- Find tourist information and events listings at www.visitrichmond.gov.uk
- Search for community information (clubs, societies, organisations etc) on InfoRich
- Use virtual reference services such encyclopaedia and dictionaries*
- Find homework help
- Join an online reading group
- Explore local history
(*You will need a PIN number for these services. Please ask at your local library.)
Our standards
When you come to see us
- We will greet you in a friendly and courteous manner
- Our libraries will be welcoming and well presented
- You will find child friendly areas in all libraries
- All our staff will wear staff badges
When you visit the website
- The information we have created will be up to date
- You will be able to comment on the electronic services available
When you telephone us
- We will answer your call within five rings
When you write to us or send us Talkback comments
- We will reply to you within seven working days. If we cannot send you a full response within seven days, we will send you an acknowledgement within two working days and let you know when you may expect a full response.
When you email us
- We will acknowledge your email within two working days and send you a full response within seven working days.
Compliments, comments and complaints
We welcome and encourage comments about our services; they help us to make improvements. If we do things well or you have a comment about any of our libraries, please tell us, or complete a Talkback form. If we make a mistake, please tell us, so we can put things right as soon as possible.
If you wish to make a formal complaint, the booklet, “Complaining about a Council Service” explains how to do this. The complaints procedure can be found on our website and is available in all libraries. If you do make a formal complaint, one of our managers will investigate your complaint and reply to you within 15 working days. We will try our best to resolve the problem but if you are still unhappy we will tell you how you can appeal.