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Due to essential maintenance our online forms and Public Access (planning, building control and licensing online) service will be unavailable Saturday 22 June 2019 between approximately 9am and 1pm. We apologise for any inconvenience this may cause.

Library standards

Information on library standards in South Gloucestershire.

  • staff will be welcoming and helpful and will wear identification badges
  • they will serve all users within three minutes
  • we aim to provide buildings that are clean and tidy with clear internal guiding
  • we will open and close at the times stated and unplanned closures will be no more than 0.5% of our total opening hours
  • we will aim to make our buildings as accessible as possible to all users through a continued programme of improvements
  • 10% of the library stock each year will be new stock and we will ensure we maintain a stock that reflects the needs of South Gloucestershire
  • we aim to supply 75% of requested items within 15 days
  • 15% of the total stock in each library will be exchanged with another South Gloucestershire library each year
  • if we are unable to answer an enquiry for information immediately we will respond within  one working day
  • we will provide a telephone enquiry service for 30 hours per week, Monday to Friday
  • we will carry out at least one customer satisfaction survey each year and publicise the results
  • we ask you to help us by responding to the surveys
  • all libraries will have comments books for recording comments
  • the staff will write a written response in the book to every comment and will contact individuals directly if contact details are given
  • we will consult with our library user groups through public meetings at least four times per year
  • library computer systems accessed by the public will be in service 99% of the time when we are open
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