Service standards

Have a question for a Library team member? Here are our service response times for your query.

Core hours

  • 8 am–4.30 pm weekdays

Services

  • Full services
  • Specialist referral.

Evening, weekend, and holiday hours (staffed)

  • 5–8 pm weekdays
  • 10 am–3 pm weekends and holidays

Services

  • Service points staffed and phones answered
  • What we do:
    • borrower queries
    • finding information and resources
    • basic IT queries (e.g. printing/access)
  • No email response or specialist referral outside of core hours.

Service points closed

  • 8 pm–midnight weekdays
  • 3–10 pm weekends and holidays
  • Access to spaces, including open collections, study spaces, computers
  • Security presence only—no Library staff on duty.

Response times

Phone

The centralised Library phone is answered during Kelburn opening hours. Campus and team phones may go to voicemail at busy periods or outside core operating hours.

Email

General enquiries received via email are responded to within one working day during core weekday hours (8.30 am–5 pm).

Outside core hours

Service points are staffed until 8 pm evenings and 3 pm weekends/holidays, and phones are answered during these hours. There is no email response or specialist referral outside of core weekday hours.

Requests for material (intersite, interloan, storage, distance)

Requests and queries are responded to within one working day (during core weekday hours).