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Customer Services

Photo of a girl sat in between two book shelves reading

We hope that Library Services will be a source of inspiration for students and staff, as well as providing relevant information to help with studies, teaching and research.

Library information

Library Services offers a wide range of collections, services and facilities to support written and practice-based work. As well as books, DVDs and journals, the libraries provide extensive online resources both on and off campus.

  • Libraries are located at each College with independent and group working study areas. Students have access to all of these libraries, not just their own College library. For more information see our opening hours and locations page.
  • Library staff are available to help students and staff make the most of all these services and resources.
  • The University Archives and Special Collections Centre, including the Stanley Kubrick Archive, and special collections held within the colleges are also available to support your learning and research.

Learning Zones information

We have 3 Learning Zones located at CSM, LCC and Camberwell, providing welcoming, informal, flexible learning spaces to support your diverse needs and practices.

The CSM Learning Zone is located on the 1st floor of the Granary Building in the King’s Cross campus.  The LCC Learning Zone is located within the LCC Library in the Elephant and Castle campus. The new Camberwell Learning Zone is located on the ground floor of the accommodation block in the Peckham Road campus.

Learning Zones shared design features:

  • A choice of flexible furniture that can be adjusted to suit your requirements.
  • Modern digital technology alongside traditional facilities and resources.
  • Fixed workstations (MACs and/or PCs)
  • Print facilities
  • Space and equipment to support basic cut and paste activities
  • Furniture and equipment to support basic making suited to the space
  • Opportunities for lone, collaborative or sociable working

Facilities:

  • 24/7 opening
  • Desktop MACs
  • Paper trimmers

Facilities:

  • Overnight opening (15 weeks of 24/7)
  • Desktop MACs
  • Desktop PCs
  • Macbooks for loan
  • IT accessories for loan
  • Spray glue booth
  • Paper trimmers
  • Group meeting rooms
  • Specialist software (including Autodesk suite, Solidworks and Rhino.)

Facilities:

  • Desktop MACs
  • Desktop PCs
  • Macbooks for loan
  • IT accessories for loan
  • Paper trimmers
  • Group meeting rooms

Service models

Library and Learning Zone staff are available to provide support, advice and guidance to all users during all of our advertised opening hours, with the exception of the overnight opening at Central Saint Martins, which is staffed by a customer services team for self-service only.

Library and Learning Zone staff always endeavour to provide the support you require when you need it. Sometimes we will refer your enquiry to a colleague not based in the location where you are making your enquiry. In these instances we will make contact with the appropriate expert (i.e. by telephone or email) and respond to you as soon as possible.

During our core hours (i.e. Monday to Friday, 9am – 10pm during term time) we will always have a full team of Library and Learning Zone staff on site and your enquiry will be referred immediately if necessary. We might not be able to answer your enquiry immediately during the extended evenings and during the weekends but will endeavour to do so as quickly as possible in keeping with our customer service standards.

During the overnight opening at Central Saint Martins we will move to a self-service model. Details of the two service models are provided below.

A full range of staff support and facilities are available:

  • Support in using the library
  • Access to study spaces
  • Access to resources
  • Payments
  • Borrowing and returning
  • Account enquiries
  • Printing & Photocopying
  • IT support

Staff can assist with a full range of enquiries; including subject support and e-resources, payment of charges and IT support.

The Library is open for study with self-service use of:

  • Access to study spaces
  • Access to resources
  • Loan and return kiosks
  • Computers
  • Printing & Photocopying
  • IT facilities

Staff can assist with general enquiries and basic help with self-service kiosks, photocopiers and printers.


Enquiry services and self-service

All UAL libraries have self service kiosks, combined with roaming staff support. Staffed service points are also available during core hours for users with more complex queries. Self-service enables users to issue, return and renew library resources without having to queue at service points.

Users are also able to check their library accounts at our kiosks, and pay any outstanding library fines using coins and notes and/or the attached chip and pin facility.

Users are encouraged to use self service for all their straightforward library transactions.

Roaming staff

  • Move throughout the library offering assistance where it is required;
  • Answer directional and quick queries on a mobile basis throughout the Library space;
  • Help students find the books and other resources they are looking for;
  • Help students with the catalogue and e-resources where they can;
  • Refer enquiries to staff at the information desks if a higher level of detail or support is required.

Roaming staff also support use of self-service kiosks and other equipment in our spaces if necessary, providing demonstrations and help where required.

Finding Resources

Library Search

Library Search is the starting point for finding print and electronic material held in the libraries.

Use the Search catalogue option to find books, e-books, DVDs, journal and e-journal titles.
Use Search Articles Plus if you are mainly looking for journal articles or images, or if you want to search particular databases.
Use Subject guides to find key resources by subject.

Archives and Special Collections catalogue

Search Archives and Special Collections material in the ASCC catalogue.

UAL Research Online

UAL Research Online is the open access, online collection of scholarly research produced at University of the Arts London. Items in the collection are free to view and download by anyone connected to the Internet.

Copying, printing and reprographics in the Libraries and Learning Zones

Copying and printing charges

  • A4 black and white 4p
  • A3 black and white 8p
  • A4 colour 20p
  • A3 colour 32p

Each site offers photocopiers, printers, and scanners that copy, print and scan in black and white or colour, to A4 and A3 sizes. For information on printing and copying (including the costs, how you can pay, how you use the printers and copiers and further guidance), please visit the Computer and Printing page on the UAL website.

UAL holds a licence with The Copyright Licensing Agency Ltd (CLA) that permits the photocopying, scanning and re-use of limited extracts from copyright protected books, journals, magazines and other periodicals published in printed form. Full details are posted above the photocopiers in each Library.

Reprographics services outside the libraries (binding, laminating and bulk copying services) are offered by some colleges (London College of Communication and London College of Fashion).

Study areas

UAL Library Services offers a range of silent, quiet and group study areas, as well as formal and informal study environments across our services. Our Learning Zones, located at Central Saint Martins, London College of Communication and Camberwell College of Arts, offer a flexible and informal social learning space with extensive hours and staff on hand to help. Researchers can take advantage of our special collections within our libraries such as 'Materials and Products' and 'Artists Books' as well as those held in the University Archives and Special Collections Centre (ASCC), where working space and resources are available by appointment. For travel and opening times for these facilities please see our Locations and Opening Hours.

News and social media

To keep up to date with Library Services news and events see our News Blog or visit us on Facebook and Twitter.

Library policies and strategy documents

Policies

Annual reports

Following consultation with our users, Library services no longer produce an annual report. For updates and service information please check the Library blog and the Customer Services page.

Strategies

We have been accredited with Customer Service Excellence.