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Customer care

Service Standards




Source:  Course Experience Survey (CES) 2017



2016/17 achievements



Over 87% of our students are happy with our services.

This has increased from 86% overall student satisfaction in 2016.


Source:   National Student Survey Questionnaire 2017






Desk with lamp, laptop and coffee cup


“I can find a study space that fits my learning needs, when I need to”

Study spaces meet the needs of 90% of our students.


Source:   Course Experience Survey - 2017 (Levels 4 and 5)





Learning Resources and Technologies


91% of students are satisfied with the learning resources/technologies


Source:   Course Experience Survey - 2017 (Levels 4 and 5)





Pound symbol on a stack of books


Ebooks chosen by you

Last year we spent over £130,000 on requested ebooks from students and staff.








98 blue lists, 2 grey lists


Resource Lists were accessed 137,409 times.

This is a 56% increase on 2015.

New visits increased by 38%.


Source:   Talis Aspire Resource Lists 2016





Blue article iconsNew Journals and Databases

In 2017 we purchased the following new individual journal subscriptions:

Dance Education in Practice

Environment and Planning A

Evidence-Based Practice in Child and Adolescent Mental Health

Journal of Graphic Novels and Comics

‚ÄčNursery World




Service standards

Library Services is committed to providing a high quality library service to staff and students along with excellent facilities and resources.  We have defined service standards (pdf) that we use to ensure we achieve this level of support.

Do you have any comments or suggestions about these standards?  Let us know what you think.


Comments and complaints

We'd love to have your feedback, good or bad.  We aim to provide the best possible service, but we appreciate that on some occasions you may have a concern or complaint. Please raise this as soon as you can, so we can work to put things right.  Our complaints procedure (pdf) explains how your complaint will be dealt with.