Library Services: General policies and regulations
Feedback and complaints
Our staff are focused completely upon providing all of our customers with the best possible service at all times. We want to hear your suggestions, comments and ideas about how we are doing and how we might improve all of our services. You can do this at any time by speaking to any member of library staff or by emailing library@uwl.ac.uk.
If you wish to report noise or antisocial behaviour, you can do so at all times that the Library is open including 24/7 periods by calling our Security team on 020 8231 2572 or by dialling 3333 on one of our house phones and they will respond immediately. During our regular staffed hours you can also report noise or antisocial behaviour to any member of library staff or by emailing library@uwl.ac.uk, or via our Twitter and Library Chat services. Please tell us which Library you are in and, if in the Paul Hamlyn Library, the floor number and your location taken from the sticker found on each desk, and brief details of the problem. Library or Security staff will respond.
Outside of regular staffed hours and overnight you can also report noise and antisocial behaviour in the Paul Hamlyn Library anonymously by text to 07721872664. This is in addition to all the regular means of reporting these to us during staffed hours.
Library Services complaints procedure
If something does go wrong, we need to know immediately so that we can endeavour to put things right.
If you are unhappy with the service you have received, please ask to speak to the Library Supervisor on duty at our Help Desk during our regular staffed opening times, or outside of these hours please email library@uwl.ac.uk. Some enquiries may need to be referred to other staff within Library Services but hopefully most of them can be resolved at the time.
If you are still not satisfied with this initial approach, you can make a formal complaint about the Library Service to the Head of Library Service Delivery by email to julian.roland@uwl.ac.uk or by telephone to 020 8231 2041.
If you would like to make a complaint we:
- aim to acknowledge your correspondence within one working day, Monday to Friday
- will update you on progress if we are unable to resolve the matter straight away
- will deal with your complaint in confidence (where appropriate)
- aim to respond to your complaint within five working days, Monday to Friday
Formal complaint under University processes
If you are not satisfied that the matter has been resolved within Library Services, you should follow the University students complaints procedure policy.
Note: All complaints are dealt with in confidence but matters of policy which require a change in regulations will require formal review by appropriate University managers and committees.
The Head of Library Service Delivery maintains oversight of the comments and complaints process and produces for the Director of Library Services each year an analysis of the complaints/suggestions received during the previous year, along with the Library's responses. This analysis is used as a check to determine if general changes are required to Library practices or regulations and informs a You Asked We Listened section on the Library website.
Davina Omar, Director of Library Services
Last reviewed: March 2023
It is important to us that our feedback and complaints policy meets the needs of all customers of the library. If you have any comments on our feedback and complaints policy or if you feel it can be improved in any way, please contact Julian Roland, Head of Library Service Delivery, UWL Library Services.
Library Services Customer Charter
This is the Library Services Customer Charter, which sets out what you can expect from us and what we expect from you.
University of West London Library Services undertakes to:
- Provide at the start of your course at UWL, an induction to welcome you to our libraries and resources and to continue to offer support throughout your studies
- Provide an environment which is safe, comfortable and conducive to study with a range of accessible study spaces
- Provide a wide range of material for you to use in your learning and to support you in developing your searching, evaluating, referencing and research skills
- Give you the means of providing feedback on what we do and how we can improve our services to meet your needs
- Provide and support an inclusive environment that promotes equality, diversity and inclusion and to treat you with respect, courtesy and fairness at all times
You should undertake to:
- Treat all library staff and users with respect and courtesy and follow all UWL Library policies
- Wear your UWL ID or Visitor card and lanyard at all times and to show it to University staff when asked. Never lend your UWL ID or Visitor card to another person for any reason
- Return borrowed items to the library when you have finished with them and take responsibility for any reserved, lost or damaged items borrowed on your card
- Abide by copyright law and acceptable use polices when copying from books, journals and other materials in our libraries and when accessing digital resources
- Leave the library immediately when the fire alarm is activated
- Abide by UWL policy that smoking, including e-cigarettes, is prohibited in all University buildings. Drinking of alcohol is prohibited on all University campuses unless at an organised function or within the Student Union bar
It is with your assistance and support that we continue to maintain and develop a pleasant environment conducive to learning and study. If we have failed to comply with the above, please follow our Customer Complaints Policy.
We treat non-observance of this charter seriously and failure to comply with the above undertakings may lead to sanction under the University disciplinary regulations.
Thank you for your co-operation.
Davina Omar, Director of Library Services
Last revised: March 2023
Food and drink policy
A library staff member will ask you to remove food which is messy, hot or strong smelling. There are spaces provided around campus where you can eat these foods.
Yes: drinks with lids and cold snack foods.
No: Hot, smelly, messy or greasy foods.
Library Services believes that in the interests of maintaining a healthy lifestyle, students should be supported to take frequent breaks and to eat and drink regularly whilst studying and learning. We also believe that the maintenance of a clean and pleasant learning environment is important to those who use our facilities. The Library Food and Drink policy is designed to support the needs of all our students.
At the St Mary's Road campus there are a number of dedicated eating places outside of the entrance to the Paul Hamlyn Library and within The Heart and Student Union areas. A number of drink and snack vending machines are also located in this area. At the Reading Campus Library, kitchen areas are provided for student use. All food including hot food and drinks, whether purchased on University premises or not, is permitted in these areas, and students and staff are positively encouraged to take regular breaks and to use these facilities throughout the opening hours of our buildings.
Drinks
We recognise that regular hydration is important whilst studying and that sometimes students prefer to take refreshment whilst working. Therefore hot and cold drinks, provided they are in spill proof containers with lids, are permitted throughout the library areas. We do not allow any drinks in cups, mugs without a lid or flasks. This is to reduce the risk of a spillage that can cause damage to library property or create a slip hazard.
Please note that the drinking of alcohol is prohibited on all University campuses unless at an organised function or within the Student Union Bar.
Food
Although we generally discourage all food within the library areas, we recognise that some students may wish to eat something whilst working and our staff have been given some discretion to allow certain snack foods such as fruit, nuts, crisps, sweets and cold sandwiches. We do not allow anything that could be considered a meal.
In the interests of all our users, no hot or smelly, messy and greasy food (hot or cold), is allowed anywhere within the library areas. For the removal of any doubt, this also includes hot food that has been allowed to go cold.
- Foods which are messy or contain oils and sauces can damage library property
- Foods which produce odours are unpleasant to many of our users
- Meals tend to produce more rubbish
- Food can attract insects and rodents
All users must help to preserve a clean and tidy study environment by disposing of their waste once they have finished their snack. Our staff are authorised to request that you clear your desk of rubbish.
Please note interpretation of these guidelines is at the discretion of Library staff. If, in the opinion of any member of our staff, you are observed to be consuming a non-permitted food item within the University libraries you will be asked to take it to designated areas outside of the library.
Supporting measures
- The University will provide bins in all areas including appropriate disposal points for fluids. All waste will be disposed in accordance with the University Strategy on Sustainability which aims to maximise the recycling of waste and minimise the amount of waste which goes to landfill.
- The University will provide lids for hot drinks purchased from its vending machines.
- Cleaning staff will be employed throughout regular opening hours, and at additional times during 24/7.
- Library Staff will patrol the floors of the library during our scheduled opening hours and enforce the policy as above.
- During 24/7 periods outside of our regular staffed hours, Security staff will support library policy in order to maintain a clean and pleasant environment in which students can work.
- Posters are displayed throughout the library and on our digital signage.
Noise policy in the Paul Hamlyn Library
The Paul Hamlyn Library has three floors which are divided on either side of the main landing on two sides — one on the Park side of the Library and the other on the Heart side. Each side is managed for the convenience of all our users as either for individual study, small group study (2-3) and large group study (4-6). There is clear signage in each area indicating the type of study allowed and if, in the opinion of Library Staff, you are not working appropriately for the area in which you are studying, you will be asked to move to a more appropriate study space.
First floor
The study space on the Park side of the Library (containing the book stacks) is for individual study only. The Heart side of the first floor, which contains the Rami Ranger Pavilion, is dedicated to large group study. The Carol Hehir Room, when not being used for teaching purposes, will also be managed as a collaborative group study environment for larger groups.
Second floor
The study space on the Park side of the Library (containing the book stacks) is for individual study only. The Heart side of the second floor is dedicated to small group study. The Ian Carter Room, when not being used for teaching purposes, will be managed as a collaborative group study environment for small groups. The two Group Study rooms on the Park side of the second floor (PE.02.009 and PE.02.010) will be managed as collaborative group study environments for larger groups.
Third floor
The study space on the Park side of the Library (containing the book stacks) is for individual study only. The Heart side of the third floor, which also houses the Law Collections, is dedicated to small group study.
On the third floor, the Dipna Anand Room (Postgraduate Study Room) can be used for both individual and group work. However, users are requested to be respectful of the individual study requirements of the rest of the Park side of the Library and keep noise to a low level. The Dorothy and Charles Morley Room, also on the Park side of the third floor, contains the University archive and additional guidelines apply to use of this area.
The Mollie Clay Room, when not being used for teaching purposes will be managed as a collaborative group study environment for small groups.
All users of the Paul Hamlyn Library are requested to respect the noise policy on each floor and Library and Security staff will help to manage use of the Library space in the interests of all.
Noise policy in the Reading Campus Library
The Reading Campus Library on the ninth Floor of Fountain House is a single room and therefore there are no suitable areas for silent or group study. All users of the Library are asked to study quietly and with respect to the needs of others using the space.
Should you wish to study as a group, there is a bookable group study room on the ninth floor and communal study spaces on the tenth floor. Additionally, small rooms for individual study can be found on the ninth floor.
Library and Security staff will help to manage use of the library space in the interests of all.
Use of lockers policy
Personal property brought onto University premises is the responsibility of the owner and the University accepts no liability for loss or damage to personal items. Personal items should not be left unattended on University premises and we advise you to take your possessions with you when leaving the library.
For reasons of security and to be fair to all users of the Library, we ask you not to leave unattended items on desks for long periods and overnight. Items will be passed to our colleagues in Security if we believe that you have left the library.
Lockers are available on the second and third Floors of the Paul Hamlyn Library and in the Dipna Anand Postgraduate Study Room.
By using these lockers you are agreeing to abide by the following terms and conditions.
If you wish to use a locker:
- Keys are issued during staffed hours from the Library Information Desk on the ground floor.
- Keys are issued for 24 hours and should be returned to the Library Information Desk during staffed hours, or deposited in the key returns box in the library entrance outside of these times.
- If Lockers become overdue, there is a charge of £0.50 per hour.
- Only one locker can be borrowed at any one time.
- Lockers may not be renewed.
- If you lose your key there is a replacement charge of £20 plus VAT.
General
- To be fair to all users, these lockers are intended to be used whilst you are working in the Library and emptied and made available for others when you leave.
- In the event of a lost key, please notify a member of the Customer Experience Team during our regular staffed hours. For security reasons, we will not open lockers immediately but will retrieve and securely retain the contents and notify you when you can collect them.
- Library materials MUST NOT be placed in the lockers unless they have been issued to you. Any unissued Library material found to be stored in a locker will be returned directly to the shelves to allow others to use them.
- No food or perishable items may be placed in the lockers. Any perishable items found to be stored in a locker will be thrown away without notice.
- Library and security staff will carry out spot checks for unacceptable contents and inappropriate use on a regular basis.
- Lockers will be opened by Library and Security staff, and the contents retrieved and securely retained for later collection, if we suspect that they are being used on a long-term basis.
- The Library and University will not accept any liability for lost, damaged or stolen items, however caused.
- Misuse or physical damage of the Lockers may lead to disciplinary action under the Student Disciplinary Policy.
Please note that alternative lockers for gym users are available in the Student Union, and in Wellbeing for students with disabilities.
Use of charging lockers policy
There are 12 self-charging lockers available on the first floor of the Paul Hamlyn Library. Instructions on how to use them can be found in our Library Facilities section.By using these lockers you are agreeing to abide by the following terms and conditions:
- The charging lockers each have a 13 amp power socket inside and are suitable for charging all types of devices and laptops subject to the constraints of physical size and a maximum load of 110 watts.
- We do not provide charging cables and you will need to use your own.
- The charging lockers are available free of charge to any UWL student or staff member using their UWL ID card.
- If you currently have overdue library materials, you will not be able to use a charging locker.
- Lockers are available for use 24/7 during term-time and during regular opening hours in vacations.
- The maximum loan period is two hours and cannot be extended.
- There is no limit to the number of times that you can access the locker during this loan period.
- After the two hour loan period has expired, overdue charges apply at £0.50 per hour.
- After the two hour loan period has expired, the Locker will remain locked until its borrower opens it and overdue charges would continue to accumulate. You must close the locker fully upon removing your items or charges will continue to accumulate.
- Library materials MUST NOT be placed in the lockers unless they have been issued to you.
- No food or perishable items may be placed in the lockers.
- Library and security staff will carry out spot checks for unacceptable contents and inappropriate use on a regular basis.
- The Library and University will not accept any liability for lost, damaged or stolen items, however caused.
- Misuse or physical damage of the Lockers may lead to disciplinary action under the Student Disciplinary Policy.
Please note that alternative storage lockers are available on the second and third floors of the Library and for gym users in the Student Union.
Filming in the Libraries
We recognise that a library is an interesting environment for students to film in and we receive regular requests for permission. All requests must be cleared by the University Health and Safety Manager to ensure we fulfil our responsibilities in these areas:
Request permission to film in the Library
If you wish to film in either of our Libraries, please contact library@uwl.ac.uk and we will send you the essential documents. These include our Risk Assessment Guidelines and the completion of a RAMS form.
Please note that the Library reserves the right to refuse filming, even after permission has been granted by the Health and Safety Manager, if it is likely to cause significant inconvenience or disruption to our service. To avoid disruption, we advise that filming takes place during our regular staffed hours and outside of the 12 - 4pm period which is our busiest. No filming is allowed on the Park Side of the library on all three floors as this is reserved for individual quiet study. We also reserve the right to impose limits on the number of authorised requests during exam or coursework deadline periods.
The Library also reserves the right to adjust our facilities and services around your filming to ensure that an appropriate image of the library is presented at all times.
General guidance on filming
- No one should be captured on film unless express permission has been received.
- If you inadvertently capture someone on film who has not given permission, they must be edited out.
- You must work with library staff to display appropriate signs that make people aware of the filming taking place. Please follow guidance from Library staff on where to place these signs, and on their safe removal when the filming is complete.
- The Library is a place of study. Your filming must not impact upon those using our services.
- Your film must not be harmful to the image of the University or the Library.
- No personal equipment can be used unless it has been PAT tested and you have received express permission from the University.
- Your film is for educational and not for commercial purposes.
- You must abide by UK copyright law including the reproduction of images found within material held in the library.
Commercial filming
The above guidelines apply to student filming. If you are a commercial organisation who wishes to film in the Library you should contact the University External Hire Department.
Children in the Libraries
Supervised children of UWL staff and students only are permitted in public spaces within the University including the libraries and the refectories during regular daytime hours; Monday to Friday 8:30am - 8pm and Saturday to Sunday 8:30am - 6pm. No child or young person under 18 years of age is permitted to remain on University premises outside of these times unless they are taking part in an organised activity.
Membership of our local resident scheme is offered to individual residents of Ealing and Hounslow who are over 18 and have been issued with a valid UWL Library ID card. No child under 18 is allowed on University premises even if under the supervision of a local resident member.
The University reserves the rights to amend these access times without notice for significant operational or child protection reasons.
Please remember that our Libraries are a place of study and you may be asked to move if children are causing a disturbance to other library users.