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We take your complaints, suggestions and concerns seriously. Here is some recent feedback you gave us, and how we responded. Contact us to make an enquiry or to give your comments and suggestions.

Comments and requests

  • What you said What we have done
  • 'It's cold in the foyer area, can we have heating installed?' We are installing glass porches to encase the revolving doors and wheelchair-accessible entrances. They will reduce the drafts, ensure a more comfortable working environment throughout the year and have considerable energy saving benefits. The estimated carbon saving per year is 14 tonnes.
  • 'Can we have small table in the ladies' toilets on the first floor?' This has been provided.
  • 'Can we have more help for beginners researching here?' We have redesigned the Research Enquiries Room to incorporate a 'Start Here' zone for those who are new to the building.
  • 'Can the Map and Large Document Room be more user-friendly? The tables are very high and difficult to use.' We have introduced adjustable height tables into the Map and Large Document Reading Room and improved the lighting. We are also awaiting new chairs for the room.
  • 'Can we have more variety of food in the restaurant, especially on Saturdays?' A new company has taken over 'Yes dining' and the variety of food available has been increased. This will include Saturdays.
  • 'You promised us a quiet area after the redevelopment of the reading rooms - where is it?' An area behind the library shelving has been developed for quiet research.

Complaints

We receive complaints in a number of ways, including emails, feedback forms and letters, as well as telephone calls and in person. You can also read previous months' complaints.
  • Summary of complaint and date received Background information Action taken
  • Complainant unhappy that their copying estimate was abandoned (7 June Reference: 142) Estimates need to be for specific information - not, for example, "copy all pages from a J77 document". We explained why the request was abandoned and what was required to get a copy. Estimate and copy order completed.
  • AIR 76 record series microfilms are being withdrawn and paper lists removed (7 June - Reference: 143) We explained that the new Discovery service will be replacing the catalogue and will have improved browsing facilities. Paper lists require around 10,000 amendments a week to maintain them which is not sustainable.
  • New camera system is not good quality - images are poor. Some new online documents do not print out well (13 June - Reference: 144) New free to use camera copying system introduced to replace ageing book scanners Detailed reply sent explaining the benefits of the new system and that we are looking at fixes for certain issues.
  • Not able to purchase a clear plastic purse from bookshop (14 June - Reference: 145) Clear plastic purses have been on sale for many years in the shop More stock found and complainant informed.
  • Issues with new self service photographing system (16 June - Reference: 146) New free to use camera copying system introduced to replace ageing book scanners Complainant was given a copy of a report investigating concerns regarding document care and handling.
  • Very little help from staff at the front desk or on the first floor (17 June - Reference: 147) Staff are on hand to advise readers on their research Service managers shown the details. Not possible to respond to complainant as they gave no contact details.