Tell Us

Image of a loud hailer
'Tell us' logo (c) David Bracegirdle: Library Services 2014

Customer Service Standards

Library Services are committed to providing high-quality services, facilities and resources. Our customer service standards have been developed to give you a clear indication of the level of service you can expect when using the libraries. They are reviewed continually to monitor and improve our service delivery and we report our progress termly. Please let us know what you think about our standards - are we measuring the right things? For details on our performance so far for 2016-17, please see the Library Blog

Extended opening hours

For full opening hours see Library Services Opening Hours and Locations

In response to very good usage of the libraries during the pilot phase, longer library opening hours are in place for 2016/17. This includes 24/4 opening of the Library and Learning Zone at Kings Cross for 19 weeks per year in term-time, and extended weekend opening across all sites, including some weekends during the Easter vacation.

How to tell us what you think

Library Services is committed to working with all our customers to ensure that our services, facilities and resources are delivered and developed responsively according to your needs.

We always appreciate your comments and feedback and we have a number of ways for you to communicate with us:

  • Comments cards - available in all of the UAL Libraries
  • Speaking to a member of staff in your library
  • Email
  • ASK, our online enquiries service, helping you find answers to common questions.
  • Surveys (Library Surveys, National Student Survey, etc)
  • Facebook or Twitter

Throughout the year we will run surveys and user groups. In May, students are invited to take part in a 2 hour workshop, exploring student views on the Library & Academic Support digital presence. Please email if you are interested in participating.

We welcome all feedback about all aspects of Library Services and are committed to ensuring that we continue to improve and develop in a responsive manner.


We have been accredited with Customer Service Excellence.