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The University of Bolton Library

Student Services and Experience - Performance

What You Can Expect

International students at UoB

Directorate Wide Standards

All Services will conduct an annual survey of customers on the key indicators of satisfaction and the following commitment to provide a high standard of service delivery:

  • a friendly, welcoming and supportive environment
  • to be treated with respect, courtesy and consideration
  • to have opportunities to provide feedback and help facilitate continuous improvement
  • to be helped by appropriately trained staff
  • to have enquiries responded to within a specified time
  • services will be promoted to all new staff and students as part of induction processes
  • to be informed of any unexpected disruption to service
  • With the exception of the Library, all services are available from 8:45 am to 5:00 pm

Other Service Standards


We aim to order 90% of reading-list items within one week of the order being submitted. We aim to make 90% of ordered material available within 18 working days.

Inter Library Loan requests will be dealt within 2 working days of receipt. We aim to satisfy 96% of request within 7 working days. 

Disability Services:

We will ensure students will be offered an appointment dated within 3 weeks of receiving their diagnostic report. 

We will offer at least 2 drop-in sessions per week

We will provide those entitled to laptop loans a maximum wait of 6 weeks. 

Student Services:

All student letter requests to be completed within 5 working days

Staff available via the online Ambassador platform 30 hours a week

Student Support Fund:

We aim to assess applications within 4 working weeks. The 4 working weeks processing period commences once all required evidence has been submitted.