Medway’s much-loved libraries and community hubs have taken an extra step to remain safe and welcoming spaces for residents of all ages to enjoy.
Libraries and community hubs are amazing and trusted facilities in the heart of communities, that offer a host of events and activities for families, senior residents and young people, while providing a place to study and research and a vast selection of material to read. They also provide free access to computers and the internet, host councillor surgeries and offer 121 sessions for residents wanting to access welfare and benefits, local NHS services and housing options.
As part of our efforts to maintain these much-loved community assets, we’ve taken extra steps to ensure our libraries and communities remain safe spaces for all to enjoy, including the introduction of a Library Customer Charter.
We're proud of our libraries and the teams that run them
Councillor Nina Gurung, Portfolio Holder for Heritage, Culture and Leisure, said: “Medway’s libraries and community hubs are welcoming places for residents to enjoy and we are proud of the fantastic community activities they offer. We are also proud and thankful towards our hardworking libraries and community hub teams who work tirelessly to deliver the best services for our communities. Unfortunately, there has been a growing number of times a small minority of people have spoiled the calming space our libraries provide. As part of our efforts to ensure our libraries and community hubs remain a peaceful environment, we have introduced a customer charter which embodies the ethos of these amazing community spaces. A customer charter is not just about our commitment to being helpful and polite to our customers – as part of the council’s values and behaviours – but also outlines the behaviour we expect of everyone who visits our libraries and community hubs.”
An increase in antisocial behaviour at libraries is a national trend and, although rare in Medway, staff have reported unacceptable behaviour on a number of occasions.
Cllr Gurung continues: “Antisocial behaviour is not tolerated in Medway, but especially in our libraries and community hubs which are safe spaces for all ages to enjoy. Anyone found acting inappropriately in our libraries and towards our staff will be asked to leave to avoid spoiling the welcoming atmosphere of our much-loved community hubs and libraries.”
The Library Customer Charter includes pledges from staff:
- Work in partnership with the communities we serve
- Support young people to get the best start in life
- Put customers at the heart of our decision making
- Ensure our services are inclusive and accessible
- Support and champion our employees and volunteers
- Make our libraries hospitable, friendly and welcoming spaces for all
- Treat everyone equitably with respect, courtesy and fairness
As well as the request for its customers:
- Treat our staff and other customers with respect and courtesy
- Behave in a considerate and appropriate manner
- Be respectful of our premises and resources and avoid disruptive behaviour
- Follow the terms and conditions of the Libraries and Archives service