General Statement
Service Level Agreements: General Statement
Our Responsibilities
To deliver a quality service, we will:
- Be helpful, courteous and identifiable;
- Treat you fairly and take into account your particular needs;
- Explain why we do things;
- Provide access to learning materials which support the University’s courses of study and research activities, and help you to use them;
- Answer all enquiries (in person, by telephone, fax or email) promptly. If we cannot deal with your enquiry, we will pass you on to someone we believe will be able to, or arrange for someone to contact you;
- Make materials easily accessible and ready for use as quickly as possible;
- Maintain a pleasant, tidy, study environment;
- Provide a facility to enable you to make suggestions, comments and complaints about our services, which we will respond to and act upon as appropriate;
- Do our best to put things right quickly and effectively if we have made a mistake;
- Continuously monitor, seek to develop and improve our services.
Your Responsibilities
To help us to deliver a high quality service, we expect you to:
- Abide by our regulations and follow our code of conduct;
- Bring your LJMU card with you each time you visit one of our libraries;
- Treat our staff and other users of our service with courtesy and consideration;
- Take responsibility for the safe and prompt return of all items you borrow.
