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Medway Libraries' performance

Medway Libraries is committed to being a vital, inclusive resource at the heart of the community

Our promise to you

  • free membership
  • services appropriate to all in Medway, reflecting the diversity of local people
  • letters responded to within 10 working days
  • emails responded to within five working days
  • prompt answering of the phone
  • fair and honest dealing with comments and complaints
  • friendly, helpful and courteous staff who will be well trained to answer your enquiry
  • a high-quality website giving 24-hour access from home
  • if things go wrong, we will tell you and put them right.

In 2015-2016 we responded to 6,115 out of 6,119 emails within five working days.

Annual performance figures

This section contains information on our annual performance across all our libraries in Medway.

Performance table 2016-17
Activity Annual target  Annual actual Position versus target
Number of items borrowed 965,438 934,575 -30,863
Number of visitors 1,124,294 1,151,251 +26,957
Number of active computer users 20,000 25,902 +5,902
Number of people attending events 57,000 65,308 +8,308
Number of Ebooks borrowed 25,463 33,349 +7,886


2016 Customer Satisfaction

Feedback results for April - June 2016

97.3% satisfaction with libraries from a survey of 209 people

Chatham visitor "I used the community hub for advice on the sale of my house.  This would safe the council and DWP (Department for Work and Pensions) a lot of money as I am claiming at the moment.  I also ordered a book on dieting and picked up recycling bags. This place is a lifeline for people like me."

Library service survey summaries

Community hub customer experience survey 2015-16

Visitors were interviewed across four community hubs over four days.  This research aims to inform the review and evaluation process of the programme and capture the differences hubs make to people's lives.

Survey  (pdf 1,922KB)

Children's mobile library

The Children’s mobile library has been visiting schools in Medway since 2007.

It currently visits 23 primary schools, two children’s centres and four pre-schools monthly in term time.
We asked pupils, parents and school staff what they thought the children’s mobile does to help them
enjoy reading and improve their confidence. View the children's mobile library report (pdf 3.13MB) 

Automatic library membership (ALM)

A pilot scheme to join babies and children - see Baby report (pdf 59.5KB) - to the library service automatically was carried out between April and September 2013. With funding from the Arts Council, Medway Libraries and Archives service worked in partnership with the Registry Office and seven Medway primary schools.

We visited New Road Primary School to get a taste of how children viewed their local library, reading
and the summer reading challenge.  See the Pupil report (pdf 908KB)


Picture of the library bus

Comments and suggestions

We welcome your comments and suggestions on all aspects of our service:

  • Ideas for new activities in our libraries
  • Stock suggestions
  • Event ideas
  • Services we offer
  • How we handle your compliments and complaints

Please contact us on 01634 337799 if you would like to leave a comment.