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2020 Customer care


22/23 achievements


Over 93% of level 6 students are happy with our services: our best ever

This is an 7% increase in satisfaction from 2022 and comfortably in the top quarter of all UK university libraries.

Source: National Student Survey 2023



89% of level 4 and 5 students are happy with our services

This is a 5% increase in satisfaction from 2022


Source: Course Experience Survey 2023


Stick figures with speech bubbles in a dialogue

100% of students said their appointment with an Academic Liaison Librarian has been helpful.

Students reported being better able to complete tasks, and feeling more confident

Source: Post-appointment feedback questionnaires 2023


Libchat service rated good or excellence


“Absolutely amazing!  Don't know what i would do without the live chat, the team are always so helpful”

99.1% of online chat users rated the service ‘good’ or ‘excellent’, 0.2% below 2022. 93.4% rated the service 'excellent', up from 92% the previous year.


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"Very informative and I was left feeling so motivated"

The Academic Engagement Team taught a range of discovery sessions to 493 students.

97% of participants agreed or strongly agreed that they learnt a lot from their session.

Source: Post-session feedback questionnaires 2023



Pound symbol on a stack of books

Ebooks chosen by you

Last year we spent £131,524.40 on ebooks chosen by students, and we invested in ClinicalKey for our new medical school.




98 blue lists, 2 grey lists


Resource lists were accessed 212,504 times with 342814 page visits


Source: Talis Aspire Resource Lists August 2023.




Blue article iconsNew journals and databases

Nursing Standard Archive

Journal of Prescribing Practice

Journal of Occupational Sciences

Bibliography of British and Irish History



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 worked with students to find out what matters most to them and defined a set of service standards that measures how well we're doing. 

You can see how we performed against our previous standards here. 

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 explains how your complaint will be dealt with.

No formal complaints were received in the 2022-2023 academic year.