Library request fees dropped

A policy change from April meant readers were only allowed three free requests, with extra desired titles costing 50p each.

But a report presented to councillor on Tuesday admitted: “Evidence so far suggests strongly that customers are unhappy with the change and so few are prepared to pay.”

Critics also said the fees were unfair and risked loss of custom through not giving good customer service.

The charge was brought in because the stock in community libraries was becoming unbalanced, because of the large number of requests in specific areas of interest.

Bernard Murphy, Rotherham Borough Council’s library and information service manager, said that the change was intended as a trial, but that the negative response meant that it was reviewed immediately.

He added: “We have also looked at what other library authorities do as regards requests. It appears most are free.

“In Rotherham, there is a clear customer expectation that the requests service should be free. This trial period of the imposition of the charge was clearly not working well and put some vulnerable groups at a disadvantage.

“While we are always happy to experiment with different ways of doing things, we are also keen to listen to our customers and take on board their views.

“Rotherham Library and Information Service aims to provide the people with a service which is right for them—wherever, however and whenever they need.

“It is clear that the new procedure was not fulfilling that need.”

The report concluded that the loss of income would be “minimal” as so few customers were willing to pay the charges anyway.