Library service standards

Brent Libraries has a clear mission to guide its activities as we aim to be a focus of community access to knowledge, information, and works of imagination, culture and heritage.

1. General service

You will find:

• books available for loan for adults and children
• books, newspapers and periodicals available in English and a range of other languages, large print and audio visual formats
• DVDs, music CDs, Playstation games and CD-ROMs for hire
• information and reference materials
• council and community information
• access to resources for learning and study
• at Willesden Green Library and Town Hall Library at least 20 study spaces for adults
• at least one photocopier and fax machine in every library
• we provide six public access computers per 1000 of the population
• web pages containing information on our services updated once a month
• Sunday opening in at least 3 libraries
• that all residents live no further than 1 mile from a library service point
• access to 39 library catalogue terminals across Brent libraries
• spaces for local groups to hold meetings and events.

2. Information services

You will find general reference and information services in all our libraries. You can access:

• information services in person, by phone, letter, email and the internet
• a range of online information resources
• a comprehensive range of reference resources for adults and children
• advice and guidance sessions in at least 5 libraries.

3. Stock

At each library you will find books and other material that reflect the profile of the local community. We will:

• provide a range of fiction and non-fiction
• provide information and stock that are current and accurate
• replenish stock in line with national standards
• aim to provide you with new copies of popular fiction and non-fiction titles within two weeks of the item being published
• provide books and magazines that reflect Brent's diverse communities
• offer you a reservation service for items that are not in stock or unavailable
• use our library management system to access the stock of 11 other London library authorities
• aim to supply you with the item you have requested within 15 days and if we cannot achieve this, we will let you know
• promote our stock with at least 15 exhibitions and displays per year in all libraries
• provide at least 5 reading groups across all Brent Libraries and at least 12 book related events each year

4. Services for children, young adults and their carers

We will ensure that our libraries provide:

• a varied stock of children's books and material
• teenage collections
• weekly activities for under 5's at all libraries
• school class visits
• at least 90 family learning activities per year through partnership with our adult education service
• at least 100 activities a year that promote a love of reading across all libraries
• 'Chatterbooks' clubs for children and 1 Chatterbooks Extreme club for teens
• five homework clubs from Autumn 2009
• at least two computers in children's libraries
• 15,000 'Bookstart' packs for under 5's
• outreach programmes with local children's groups at children's centres

5. Customer service

When visiting our libraries we guarantee that you will find:

• staff who are well trained and knowledgable about library facilities and services
• staff who are courteous and efficient and identifiable by name badges
• staff who are trained to treat customers equally and according to individual needs
• staff that are trained in customer care, equality and disability awareness.

In addition:

• you will be greeted on arrival or within 5 minutes
• we aim to resolve customer enquiries at the first point of contact.

On contacting libraries by telephone:

• we will answer calls prompty and within 5 rings with the name of the library or department
• when libraries are closed, we provide a 24 hour telephone answering service which will allow you to renew items on loan and find out about opening hours.

When contacting libraries by letter, email or fax:

• you will receive an acknowledgment within 5 working days and a full reply within 15 working days
• replies will be easy to understand.

6. Access to services

All libraries in the borough will be open at the advertised times, with:

• clean and well-maintained premises, complying with health and safety guidelines
• clear guides inside and out
• information about library services in other languages on request and arrangements put in place to interpret services for customers who do not use English as a first language
• at least three libraries open seven days a week
• 24/7 access to the online catalogue and reservation/renewal service.

For disabled customers:

• access to all public parts of the library for wheelchair users
• induction loops for the hearing impaired users in all libraries
• automatic doors and disabled toilets
• computers for use by sight impaired users in all libraries.

7. Home Library Service

If you are unable to visit the library:

• and you apply for the Home Library Service, you will be contacted within 7 days and if you qualify for the service and will receive your first visit within 21 days
• Home Library Service customers will receive a collection of library material every month.

8. Consultation and service monitoring

We aim to ensure that our services are effective, offer value for money, and reflect your needs. We:

• welcome comments and suggestions about the service, both formal and informal
• provide comments and suggestions forms in every library and you can enquire or complain via our website
• will consult you on developments, changes and issues affecting the service and will inform you about the results and changes to the service
• will undertake an ongoing programme of surveys and conduct a customer satisfaction survey every year and inform you of the results
• will conduct valued customer panel meetings in at least 10 libraries
• will keep you informed about plans for service improvements, performance against our standards and how much it costs to run our services.