Learning Resources Service Quality Standards Statement

Staff and Brookes Students

In Learning Resources we have developed the following statement of service quality with the aim of ensuring the continuous improvement of our customer service. The statement sets out our commitment to you as well as highlighting the part you must play to ensure its success.

We will

  • Treat you with respect and courtesy
  • Deliver a helpful and friendly service and do our best to make it responsive to your needs
  • Do our best to create a pleasant environment in which you can work
  • Aim to provide appropriate and equitable access to services for all users
  • Make available appropriate materials and information resources
  • Train our staff to provide a quality service
  • Publicise our range of services, regulations and opening times and keep you informed of any changes to these
  • Ensure as far as possible that equipment is in good working order, and deal with reported faults as soon as possible
  • Use your comments and suggestions to help us improve our service
  • Regularly ask you (e.g. via surveys) how we can improve our service and respond appropriately

We ask you to

  • Treat Learning Resources staff and others with respect and courtesy
  • Take good care of all Learning Resources materials, property and equipment
  • Look after your personal property and keep valuable items with you at all times
  • Log out from your PC at the end of each session and not to remain logged into systems where there is no immediate need
  • Use available communication channels to tell us how we are doing and when things go wrong. Also report equipment faults to staff promptly
  • Be aware of changes to services by reading the bulletins, notices and system messages
  • Understand that there are sometimes limitations to the services that we are able to offer
  • Make yourself aware and be bound by the Regulation for the Use of IT Facilities and Library Regulations, in particular:
    1. Never use another user's id and password
    2. Keep your user id and password safe and never give it to anyone else
    3. Eat and drink away from the computer rooms and libraries (bottled water is allowed)
    4. Do not use mobile phones except in designated areas
    5. Work quietly and do not disturb others
    6. Return or renew materials you borrow on time
    7. Always carry your library/ID card with you
  • To be bound by any other regulations which may be required by specific services