Tameside Library Service

Customer Charter

What we do

Tameside Libraries provide the following services for the people of Tameside:

• Books, CDs, DVDs and talking books for loan
• Information Services for individuals, groups and businesses
• Services for children, people with disabilities and minority ethnic communities
• A Home Library Service
• Computers with free internet access, email and MS Office suite
• Basic computer courses and a 1-2-1 computer mentoring scheme
• Council payments by cheque, debit or credit cards
• Request, pay for and book all council services
• Over 60s Clubs and Readers Groups
• Photocopying and fax facilities at all main libraries
• A Health Information Service at Tameside Hospital

Standards

Staff:

• We will be polite and helpful at all times
• We will wear identity badges
• We will use plain language
• We will present a friendly and welcoming atmosphere in which you can browse or study

Stock:

• We will provide a range of books and other materials to reflect the needs of the local community
• We will provide at least one copy of all books shortlisted for major awards
• We will provide access through the library interlending scheme to non-fiction books, music scores and periodical articles you request which are not in our stock

Access to our services

• We will provide a network of community libraries and a home library service that guarantees all Tameside residents are within two miles of a library service point.
• We will provide electronic access to our services wherever possible
• We will continue to make access easier for wheelchair users and parents and carers with prams
• We are committed to making our services accessible to everyone who wishes to use them and we are constantly working to improve the library service

Communicating with our customers

• We will respond to your complaints within five working days
• We will provide Customer Suggestion cards at all service points
• We will have a "You and Your Library" board at each site keeping customers informed of improvements and how we are performing
• Our website will be up to date and keep you informed of our performance against our aims
• We will make information available in large print, in Braille, electronically or on tape on request

You can help us by

• Letting us know how we can improve the service
• Letting us know if you have any special needs
• Asking us to explain anything you are not sure about
• Tell us when your personal details change so we can stay in touch with you