Library Services


Customer Service

We're committed to providing high-quality customer service delivered in partnership with you.

Two users sat at desk with small laptop. One is smiling towards the camera

Service Standards

We are committed to providing high-quality customer service to our customers and we regularly measure our service standards to ensure that this is maintained.

Service Charter

We value and respect our diverse range of customers and our service charter represents our agreement with you, outlining our commitment to our customers.

Customer Service Excellence

UCL LCCOS has achieved Customer Service Excellence Accreditation, a government standard awarded by the Cabinet Office.

Customer Service Excellence Logo

To achieve Customer Service Excellence Accreditation (CSE), organisations are assessed against 57 criteria in the areas of Customer Insight, the Culture of the Organisation, Information and Access, Delivery and Timeliness, and Quality of Service. We first achieved CSE Accreditation in 2019, and have recently been re-accredited for another three years. This year we were delighted to have been awarded 20 'Compliance Pluses' which are awarded when an organisation has exceeded the requirements of the Standard for an element.

The assessment consisted of a desktop exercise where 240 pieces of documentary evidence were submitted to the CSE Assessor as well as a two-day on-site Assessment. The Assessment involved visits to libraries, observation, presentations by LCCOS colleagues and meetings with academic staff, students and partners in ISD and Student and Registry Services.

The Accreditation process runs in a three-year cycle and there are two Annual Review visits to ensure that CSE is used effectively as a tool for continuous improvement.

“We have been informed that we have achieved CSE Accreditation with full compliance in all 57 criteria for another three years which is a significant achievement for a Division of our size – the first, we believe, in UCL to obtain such Accreditation. We would like to thank everyone who contributed to such a successful outcome.”

Peter Dennison (Head of Customer Service, UCL LCCOS)