You said, we did

Libraries - Customer Service

26 March 2018

What you said

A complaint was received regarding a member of staff who works at one of the council’s libraries.  The lights were turned off at 12.55 whilst books were still being checked out, and also the toilet facilities were being used by an adult supporting a young child, the staff member's behaviour in insisting on the closure of the library resulted in the young child becoming distressed.

What we did

The matter was addressed by the appropriate line manager and a full review of the procedures and training is to be undertaken, all staff will be expected to attend the Customer Care training.

How we expect our service to get better

As a result of the training and the review we expect good practice and improved customer experience to be implemented in all our libraries.