Service Standards

  • Information Services provides a welcoming environment to support our users’ studies 
  • We aim to provide an initial response to 100% of enquiries to Information Services email addresses and social media presences within 3 days, however a response is usually sent within 24 hours (excluding weekends, University closed days and Bank Holidays)
  • We aim to answer 85% or more calls within core hours to Information Services on 01970 622400 
  • IS webpages and FAQs aim to meet users’ needs
Help and Support
  • Help and support will be available 08:30-17:00 during term time
  • All new students will be able to access induction sessions introducing Information Services facilities and services
  • 90% or more of our customers will be satisfied with the quality of service received at the enquiry desks
Availability of IT Resources
  • All core IT services will be available 99% of the time during working hours, with the majority of systems available 24/7 excluding planned maintenance periods
  • 95% of our public computers will be working at any time
  • Information Services provides to AU staff and students, a fast and reliable wireless network that is available on campus and in all university student accommodation
Availability of Library Resources
  • Students and staff are able to borrow books directly from the shelves, through the Click and Collect scheme and when appropriate, the Postal loan scheme.
  • Information Services will improve the availability of course books and essential texts