Information Services customer charter

We are committed to providing a high quality and accessible people-oriented service, befitting a leading international technological University. We will support your teaching and learning both on and off-campus.  We aim to work collaboratively and in partnership with our customers to offer innovative and effective learning spaces, facilities and resources, both onsite and online.  Our staff will strive to ensure the Charter is being observed and customers and staff are free to refer to it as required. Our Charter should be read in conjunction with the University’s Library and IT policies.

Our commitment

We will:

  • Treat you with respect, courtesy and fairness at all times.
  • Offer a safe, comfortable and clean environment where you can study and learn, whilst keeping within Government & University guidelines.
  • Provide study spaces that meet your needs, with well-equipped computer suites and a mix of study environments.
  • Offer safe, secure and fit for purpose online study environments where possible.
  • Endeavour to make as much content as possible available electronically, in line with our Collection Development Policy.
  • Provide knowledgeable staff to answer your questions and help you find what you need.
  • Replicate IT and Library services remotely where possible.
  • Provide professional subject support and training sessions to help you develop your information literacy skills.
  • Provide access to IT Systems that meet your needs.
  • Update you on the status of our IT systems and services.
  • Endeavour to make more software available for home use, through negotiation with suppliers where possible.
  • Ensure your needs are the focus of our services, collections and resources.
  • Listen to your feedback and work with you to improve our services.

Your commitment

You will:

  • Treat our staff, other customers, facilities and resources with respect and courtesy.
  • Adopt considerate behaviour in line with the University’s behavioural guidance, observing rules regarding face coverings and physical distancing.
  • Observe other restrictions currently in place in the Library and be respectful of staff who are enforcing those restrictions.
  • Tidy up after yourself, putting all waste in the recycling bins provided.
  • Look after your belongings and avoid leaving them unattended.
  • Keep your username and password secure at all times.
  • Be careful what you click online to avoid malware, ransomware and viruses.
  • Refrain from downloading illegal content.
  • Tell us when something's gone wrong so we can do our best to put it right.
  • Help improve our services, collections and resources through your comments and suggestions.