Remote working customer charter

During this period of remote working, we remain committed to providing a high quality and accessible people-oriented service, befitting a leading international technological University.  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‚Äôs Library and IT policies.

Information Services are helping to enable and support online learning, teaching and assessment through the introduction of Zoom and its integration with Myplace. Find out more about how the University is supporting academic study, assessment and progression during this time.

Our commitment

We will:

  • Treat you with respect, courtesy and fairness at all times.
  • Replicate IT and Library services remotely where possible.
  • Waive all Library overdue fines and ensure books continue to be renewed during Library closure.
  • Endeavour to make more software available for home use, through negotiation with suppliers where possible.
  • Offer safe, secure and fit for purpose online study environments that meet your needs.
  • Provide knowledgeable staff to answer your questions and help you find what you need.
  • 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.
  • Ensure your needs are the focus of our services, collections and resources, while working remotely.
  • 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.
  • Keep any Library stock you have borrowed safe and return it to us as soon as you can when the Library reopens, where practical.
  • Keep your username and password secure at all times.
  • Increase your vigilance whenever you are online as malware, ransomware and viruses are increasing during the crisis.
  • 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.