Service standards

We pride ourselves on being accessible across three campuses and in being responsive to student demand for a range of study spaces. You can see our opening hours on our Library homepage.

• We will maintain our advertised opening hours for all our libraries 100% of the time

Library Services is responsible for many open access PCs. We have over 900 desktop PCs and almost 100 laptops available for students. To ensure equal access to the equipment, we have an online PC booking system. We check the PCs and laptops daily and faults are logged and reported.

• 95% of PCs will be operational at any one time

One of our primary functions is dealing with enquiries. We endeavour to own a problem and go the extra mile, ensuring all queries are responded to quickly and accurately, irrespective of how and where they are received.

• 80% of enquiries will be resolved at the first point of contact 

• 95% of referred enquiries will be answered within 24 hours

• 100% of online chat enquiries will have a response within 2 minutes

Our Special Collections and Archives contain unique primary resources, including a number of significant 19th and 20th Century cultural, political and local collections.

• Access to the Special Collections Reading Room will be maintained for 100% of the advertised opening hours

• 95% of the materials requested from the Special Collections and Archives will be available for consultation on the requested day

LJMU Research Online is the University’s institutional repository service for published research material. Where permitted by copyright legislation, LJMU Research Online provides Open Access to the full-text of journal articles, conference papers, book chapters and other research publications by LJMU staff. This means that LJMU research is available to the widest possible audience.

• 100% of items deposited to LJMU Research Online will be reviewed within five working days

LJMU Data Repository is the University’s institutional repository where researchers can safely deposit and store research data on an Open Access basis. 

• 100% of items deposited to LJMU Data Repository will be reviewed within five working days

In Library Services we are always striving to improve our performance and we welcome your comments and feedback. We publish a summary of all the feedback received with details of actions taken or planned each semester under the banner 'Tell Us What You Think'.

• 95% of feedback received via comment cards will be responded to within 24-hours

• 100% of feedback received LJMU Library X/Twitter will be responded to within one-hour

• 100% of feedback received LJMU Library Facebook will be responded to within one-hour

• 100% of emails to the library noise email address will be responded to within five-minutes

We recognise that having checked the catalogue you need to be able to find stock easily.

• 100% of all returned material will be re-shelved within 24-hours

We recognise that you want to be able to obtain materials to support your study needs in a timely manner.

• 95% of all requests for items will be satisfied within two-working days of a requested item being available in the library

We strive to be a responsive service with a content strategy which emphasises our digital-first ethos. However, print materials will still be obtained, with patron driven acquisition forming a key part of this policy.

• 90% of print books will be available within seven weeks of orders being placed

In support of our digital-first ethos and to meet your needs, we will ensure the electronic resources we subscribe to and their platforms are robust and that they are accessible 24/7.

• Our electronic resources will be available 98% of the time

We will obtain items not available from LJMU sites from other sources.

• 100% of inter-library loan requests will be checked within one working day of being submitted

• 80% of inter-library loan requests will be satisfied within three weeks of the request being submitted

We will develop your information and digital literacy skills so that you can become effective researchers in your studies and subsequently in the world of work.

• 95% of students attending a Library Induction or Advanced Information Literacy session will agree or strongly agree that they have achieved the learning outcomes on the evaluation forms

We deliver an excellent and professional service and expect high levels of satisfaction from our customers.

• We will score at least 92% in the National Student Survey for satisfaction with Learning Resources