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Library Services

You Said, We Did

You Said, We Did
  1. Library Services
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  3. Feedback, complaints and You Said, We Did
  4. You Said, We Did

Find out how we are responding to your feedback

We welcome your feedback about Library Services, it helps us to build on what we are doing well and identify areas where we can improve. If you would like to share a suggestion, please complete our feedback form.

Under consideration

In response to user feedback, we are currently working on:

  • Whitechapel Library:
    • Access to the garden: health and safety concerns are currently preventing access, but this is under review.

2025-26

You asked for a low stimulation space at Mile End Library

We created the Calm Zone in the Mile End Library, a place for calm study with soft lighting, comfortable furniture and wellbeing items.

You asked for more staff available to help in person

We expanded staffed opening hours at West Smithfield Library from 12 noon to 2pm to 10am to 8pm and enhanced staff coverage across other sites.

You asked for better access to our Archives and Special Collections materials

We've built a digitisation studio at Mile End Library which will allow us to transform our Archives and Special Collections into high-quality digital assets for wider access.

You asked for more resources, including e-books and online journals

In 2024-25, Library Services invested over £4 million in a wide range of resources and collections to support our users' needs, including databases, e-journals, e-books and print stock as well as requests submitted through our Get It For Me service.

You asked for an easier way to find library resources

We will be rolling out a new Library Search in March which will offer a simplified user experience with easy access to digital and physical resources.

You asked for the Library website to be easier to use

Several changes have been made to the Library Services website to make information easier to find and the navigation process smoother.

You asked for a better way to provide feedback/send queries to the Library

We've improved our enquiry management process and now ensure we respond to and log queries on LibAnswers.

You asked for better customer service

We've developed our staff through training and CPD and were awarded Customer Service Excellence accreditation.

You asked for 'books of all kinds'

We refreshed and expanded our Time Out collections and created a new book display at Mile End Library.

You asked for opportunities for new students to ask questions about Queen Mary

We created the Get Ahead Summer Series, offering Instagram Lives and a Symposium for new students to ask current students and alumni about their QM experiences.

You asked for more study space at Whitechapel Library

We've installed 'The Pod' on the main level for meetings with the Academic Skills Centre and individual study.

You asked for a chill out/rest space at Whitechapel Library

New furniture has been installed along with wellbeing activities in the basement at Whitechapel Library.

You asked for better access to physical library resources

We have refreshed the book stock across the medical libraries.

You asked for improvements to the West Smithfield basement

Damp-proofing work to this area has been completed.

You asked for better study spaces at West Smithfield

New furniture has been installed across West Smithfield Library.

2024-25

You asked for group study space at Whitechapel Library

We converted a space in the basement to create a bookable group study room.

You asked for the flooring at Whitechapel Library to be improved

We were unable to do a full floor replacement due to heritage restrictions, but repairs have been completed as part of the Preservation and Enhancement Project.

You asked for longer opening hours at West Smithfield

We extended the term-time hours to 10am to 8pm Monday to Friday, with the basement open 24/7 daily.

You asked for better communication about Whitechapel Library plans

We created a SharePoint channel and regular updates via social media, rep meetings, and the Bart's President.

You asked for the teaching spaces at Whitechapel Library to be upgraded

We installed new AV equipment in both teaching rooms.

You asked for clearer zoning signage and info

We created new posters and updated the desk banners and website so you know where to find the right zone for you.

You asked for more comfortable study spaces at Whitechapel Library

We created a Wellbeing Zone in the apse with new furniture and private spaces.

You asked for easier access to the basement toilets at Whitechapel Library

We provided access to the toilets via Teaching Room 1 when not in use for teaching.

You asked for less flooding and fewer pests at Whitechapel Library

We are repairing roofing and guttering and actively working with pest control to address issues.

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