Customer feedback is very important to us. It helps us to keep the customer at the heart of everything we do and adapt our services and facilities in line with customer needs and preferences.
Sometimes we are unable to make the changes you ask for. This page details the suggestions you have made that we haven't been able to implement. If you have any suggestions on how we can improve our services, please complete our feedback form.
We allowed unlimited automatic renewals during the COVID-19 lockdown. We reviewed this policy in Summer 2021 and decided to reinstate limits on auto-renewals in order to improve stock circulation and encourage customers to return books when they don’t need them any more.
Sharing student cards/DS log in details is a security breach. Sharing your card or details can lead to your Library and/or IT access being suspended.
If you have forgotten your card you can:
- print a temporary pass at the welcome desk; there is no limit on the number of temporary passes you can print each semester
- log in to the Strathclyde App and access your digital student card
If you can't log in to the app because you have forgotten your DS username and password, you can reset your password yourself on Pegasus.
If you have any difficulties using your student card, app, or temporary pass to access the Library, please ask staff at the welcome desk who will be happy to help you.
Remember, you need to present a physical student ID card for on-campus exams. If you have lost your card or have not yet been issued with one, you can book an appointment with student registration.
Due to physical distancing restrictions put in place during the COVID–19 pandemic, we rearranged furniture in the Library to keep suitable space between visitors.
As Library staff have no way of determining which users live together or are in a ‘social bubble’ arrangement, we asked that all users keep a distance from one another to help maintain a safe environment for all users.
We try to arrange any building and maintenance work to take place during less busy periods in the Library. However, this year repairs were needed to the roof and exterior masonry, which was posing a risk to pedestrians outside. Work had been delayed due to the pandemic and was becoming increasingly urgent.
Repairs unavoidably took place during the 2020-2021 exam preparation period.
While we couldn’t put the work on hold, we advised customers of it via our website and social channels, and on digital signage in the Library. Where we could, we directed visitors to the Library to quieter parts of the building.
We are not permitting eating in the Library just now, due to COVID–19 restrictions. The University is hoping to offer alternative space on campus for eating.
Our undergraduates are able to borrow 15 items at a time. Our postgraduates may borrow up to 20 items. We conducted a Ping Pong Poll about increasing borrowing limits.
57% of undergraduates and 73% of postgraduates responding to the survey told us that they felt our current borrowing limits are sufficient.
As a result, we will not be increasing borrowing limits for our customers.
This is something that students often ask for in surveys and polls. We know that you would really like to have catering facilities available to you inside the Library. However, space within the Library building is limited and our priority must always be to provide learning and study space for the University community. As well as health, safety and hygiene implications we are unable to sacrifice valuable study space to provide catering facilities.
Catering facilities on-campus are managed by Estates services. You can:
Library staff do not have any control over the temperature in the Library. The temperature of buildings on campus is controlled by a central building management system, guided by the University's Thermal Comfort Policy and managed by Estates services.
The Thermal Comfort Policy specifies safe temperatures for different area types in the University. Complying with this policy helps us to achieve our Sustainable Strathclyde status and retain our Bronze, Silver and Gold Green Impact awards.
The temperature in the building fluctuates depending on how many people are in the Library, how many computers and laptops are in use, and what the weather is like outside. This makes it difficult to predict. Due to the size of the building, it can also take time for any changes to take effect.
Every person is different and temperatures some people find too hot or cold, others find comfortable. If you tell us you are too hot or too cold, we can check the temperature and report it to Estates services. However, we would always recommend that you wear layers when coming to the Library.
We regularly review our opening hours. Entry statistics gathered by our secure entry system do not support year-round 24/7 service provision.
We appreciate that individual customers may be disappointed by this, however, we must balance customer requirements with the most efficient and effective use of University resources.
We review our opening hours each year. 24-hour opening now begins earlier and runs all the way through the exam period in semesters 1 and 2. For the first time, in 2020, the Library will remain open 24/7 throughout the spring vacation and Easter weekend - that's two weeks more than in 2018-19.
Please make sure you fill in our regular surveys to ensure your needs and preferences are considered.
Your safety and wellbeing is very important. If our staff notice someone who appears to be asleep in the Library, they have a duty of care to ensure that person is not unwell. It is for this reason that our staff will wake anyone they find sleeping in the Library.
Converting our water dispensers to provide hot water would lead to additional cost, and we are currently prioritising additional power sockets and study spaces in the Library.
Health, safety and hygiene concerns are additional factors to consider. We currently only allow cold food to be eaten in the Library and hot drinks in lidded containers. Provision of hot water could lead to spillages and the consumption of hot food, with a resulting impact on cleaning.
The University’s policy is to replace hand towels with hand driers. If at any time you find that a hand drier is not working please inform staff and we will report the fault.
The Library does have an ‘electronic preference’ policy, however, with regards to book content, in many cases where there is availability of both print and electronic versions of texts then we do buy a combination of both, working with the academics to determine what’s appropriate for the course and the number of students. More information can be found in the Library’s Collection Development Policy, which is reviewed annually.