Your feedback and our response
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 updated May 2013
- What you said What we have done
-
Can you clarify the rules about bags on the poster at the foot of the staircase?
We have amended the poster to point users to the free lockers on the ground floor where they may store bags, coats etc.
-
The computer tables in the document reading room are too cramped and uncomfortable to use.
We have replaced the old tables and chairs with new furniture in a more open and spacious arrangement.
-
[Our neighbours] Your trees are overhanging our gardens - can you trim them back, please?
The branches have been pruned back accordingly.
-
Your swans are making a nest in a vulnerable place. Can you offer them some protection from vermin attacks?
We sought advice from the Swan Sanctuary and are following their advice on installing suitable protection for the nesting birds.
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
-
Camera stand #8 been reported as damaged since late 2012 and the stands cast shadows 1 February - reference: 305
Users can use self service camera stands and other equipment to take images of records
We apologised for the time it has taken to repair faulty equipment and notices were placed on the machines until the parts arrived and were fitted.
-
Staff member rude when I asked a question 15 February - reference: 306
Users interact at many desks and help points
We apologised for any upset - complainant happy with our response.
-
Complimentary remarks for first aid staff that assisted user - but floor surface was sticky 21 February - reference: 307
Onsite first aiders are available to assist users
We expressed our sympathy for the incident and informed the complainant that the floor surface is to be replaced.
-
My search was made long and difficult because of a misspelled name in the catalogue 27 February - reference: 308
Some records described in the catalogue can be searched by name
We apologised for the error and for the resulting lengthy search, but explained that human error sometimes resulted in mis-transcriptions - although there was a mechanism to report these to us.
-
Restaurant does not have enough china coffee cups - plastic cups taint the taste of the drink 28 February - reference: 309
Restaurant serves beverages in china and take away cups
New cups ordered and are in use.
