Learning and culture customer service standards

You can expect Learning and Culture staff to treat you equally, fairly and with courtesy, according to your individual needs. If you do not feel have been treated in this way please contact the Assistant Director of Learning and Culture.

We will provide:

Learning and Culture services:

• well maintained and easy to access buildings
• a warm welcome from courteous and helpful staff
• a response within 10 working days to any telephone, written comment, complaint or enquiry.
• consultation with users to assess the quality of our services through regular opportunities to comment e.g. questionnaires or comments books
• an annual programme of public events
• payment for invoices promptly and give priority to following up enquiries from creditors.
• other sources of information when we are unable to assist anyone making enquiries.
• adapted services, as reasonably practicable, to allow for the abilities of people we deal with.

Library and Information Services:

• attractive, welcoming libraries in market towns and local communities around the county
• mobile libraries and other services for anyone who is unable to visit a local library
• opening hours to suit local needs, with evening and weekend opening at all libraries
• clear information about services and charges
• services for everyone, including children and young people, older people, people with disabilities and people from ethnic minority communities
• free membership, with as few rules as possible
• a wide range of up-to-date books, talking books, CDs, DVDs, videos and other materials to borrow, which can be returned to any Shropshire library; at least 62,000 new books and other items added to library stock each in line with national Library Service Standards
• help and encouragement in enjoying books and reading, with support to more than 90 reading groups countywide
• a fast request service for books and items you can’t find on library shelves; at least 60% of requested items to be available in 7 days
• help and support with learning activities, whether formal or informal
• free computer use, providing high speed internet, e-mail and access to a wide range of online services in the library or at home 24 hours a day
• information of all kinds, up-to-date, in books and online
• visitor information, on local events, attractions and accommodation
• Shropshire Customer First – information and trained staff to help you make the most of your council services
• help with local history and family history enquiries

Learning and Training Services:

• Learning and Training centres in market towns accessible for all
• information, Advice and Guidance to assist you in making the right learning and training choices
• stimulating and enjoyable learning opportunities
• a wide range of extra support or adaptations to cater for your individual learning or access needs
• welcoming training and learning centres that are comfortable with friendly staff
• advice on a range of progression opportunities for further learning, training or employments opportunities

County Museum Service

• easily recognised customer service staff through their uniform and badges.
• any alterations or constraints placed on service provision will be communicated promptly to potential users on arrival.
• access to our collections through exhibitions and educational means.
• information for our visitors and users that is to the best of our knowledge accurate and unbiased.
• identification of material brought in by members of the public that will be dealt with within 28 days and will be ready for collection from at least that point onward. This service will continue to be free to all members of the public, but may incur operating costs.

Shropshire Archives and Archaeology Service

• relevant assistance and advice about how to obtain the information that our visitors need and access to all sources except where legal or preservation constraints exist. In order to use original archive sources, visitors must hold one of our Readers’ tickets. These can be obtained on arrival.
• we will provide items from catalogued archive collections produced for study within 30 minutes – at present 50% of holdings are fully catalogued – and less accessible material will be produced as soon as possible.
• an answer, free of charge, to basic enquiries regarding bookings, the availability of documents and general advice on types of records held. Due to the large amount of enquiries we receive each day, we are only able to search for information within documents for free for a limited time. We can undertake one basic search per person, looking in one source and taking no more than 10 minutes. For detailed searches and for additional requests, enquiries will be directed to the paid Research Service.
• a wide range of copying and reprographic services.

Countryside Service

• a rolling programme of improvements to paths and Countryside Heritage Sites.
• an annual programme of interpretation initiatives and new promoted routes.
• assistance for Parish Path Partnership groups, Countryside Heritage Site volunteer wardens and countryside volunteer networks. Grants will be paid as quickly as possible and with the minimum of fuss.
• an answer to formal applications to alter the Definitive Map, in accordance with an agreed priority policy, within the statutory 12 month period.
• advice for complainants on the action that the County Council intends to take in regards to reports of problems with the rights of way network. These reports will be prioritised in accordance with an agreed priority system.

Shropshire Hills Area of Outstanding Natural Beauty

• we will assess and pay grants as quickly as possible. Any forms will be clear and as simple as possible. Grant conditions will be as simple as required.