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As part of the Archive Service Customer Charter we have made the following commitments and pledged to monitor and publish information on our performance

Our performance against these standards during the period April 2010 - March 2011

(with performance 2009-2010 in brackets)

We will accession and acknowledge all new deposits and dispatch receipts within one week of receipt of archives in the office.

  • 100 per cent (99 per cent) of new accessions processed within one week


We aim to serve you within 5 minutes at the enquiry desk, except during peak periods.

  • Not monitored but broadly achieved


We aim to answer the telephone courteously, within 4 rings.

  • Not monitored but broadly achieved


Original archives may be ordered in batches at regular intervals. We aim to produce 90 per cent of ordered archives within 20 minutes of the published collection times, and 80 per cent within 15 minutes.

  • 96 per cent (96 per cent) produced within 20 minutes and 92 per cent (93 per cent) within 15 minutes


We aim to respond to all enquiries received by letter, e-mail or fax within three working days and 80 per cent within one day.

  • 100 per cent (100 per cent) of enquiries replied to within 3 days and 98 per cent (98 per cent) within 1 day


We aim to despatch photocopies within two working days, and 80 per cent within one day.

  • 100 per cent (100 per cent) of copies despatched within 2 days and 100 per cent (99 per cent) within 1 day


We aim to despatch photographs within one week.

  • 97 per cent (98 per cent) of copies despatched within one week

We are pleased to receive your views on these standards and on our performance and whether you think they meet your requirements. Please visit our contact us page.