Schools Library Service

Customer Charter

Charter Statement

Schools Library Service supports formal primary and secondary education in the County Boroughs of Caerphilly and Blaenau Gwent by providing advice in the management, organisation and use of school libraries and through the loan of resources to support the needs of teachers and young people.

Access 

The library is open from Monday-Friday, 9.00am-5.00pm, except on bank holidays.  It will open outside these hours, subject to prior arrangement.  Disabled access is provided and a part-time delivery/collection service for schools is operated.

Facilities

The building is clean, safe, welcoming and well maintained.  Clear, bi-lingual signs are provided.  The delivery van is also clean, well maintained and easily identified.

Resources

Stock is selected according to the Schools Library Service stock selection policy.  It is relevant, up-to-date, in good condition and arranged in categories to meet customer needs.

Staff

Staff are well trained, appropriately qualified, easily identified by the wearing of name badges and are always courteous, friendly and helpful.  All staff give their names when answering the telephone. All telephone calls are answered within five rings and e-mails, correspondence and complaints are responded to within two working days.

Monitoring of Service 

We regularly monitor, review and evaluate the service.  If any aspects of the service are not to your satisfaction, or you have suggestions regarding improvements, please contact any member of staff or complete a Customer Comments Form.