Frequently Asked Questions
Please find frequently asked questions and answers below.
If you have a question that is not listed, please contact us
COVID19 Safety Measures
What safety measures are in place in libraries?
- Social Distancing with signs, markers and staff to support this – please note there may be queues at some libraries
- Layout changes and one-way systems to support social distancing
- Restrictions on the numbers of people in a library building
- Staff hygiene and minimal handling of stock when selecting items
- Increased cleaning regimes for equipment used
- Installation of Perspex screens at library counters
- NHS “Track and Trace” recording
- Measures introduced to reduce cash handling
- Items of stock will be quarantined for 72 hours on their return. Because of this items will remain on your library account for at least an additional 3 days after you have returned them and you will not incur fines for this.
- Wearing face coverings will be mandatory in libraries for customers and staff (exemptions apply).
- All sites have been risk assessed and are Covid 19 secure.
Visiting the library
Can I visit the library?
From Monday 12th April library buildings will begin to reopen. Here is a short video showing what you can expect. Before setting out, please remember to check your
local library’s opening hours
When will the library be open?
Library opening times are listed on each individual library's page. For a full list of libraries, click on
Library Locations and opening hours
then select the name of library you wish to use.
I am unable to visit the library. What services can I use from home?
We have a range of online services including e-books, e-audiobooks and e-magazines, online reference resources and enquiry services. For more information please see
Accessing library services from home
Can I join and become a new member of the library?
Yes, it is easiest to join online if you can. Please verify your account by clicking the link in the email you receive to confirm your registration. You can use the online library without having to collect a membership card from a library.
Are there customer toilets available in libraries?
Where Libraries have public toilets they would be available for the public to use unless the following conditions were met.
- They are broken or soiled
- Having them open compromises covid safety procedures, due to their location in the building.
- Other safety considerations.
Please check with individual libraries to see what facilities are available.
I have forgotten my library 4 digit PIN number, what do I do?
If you have forgotten your PIN and have an email address registered on your account you can re-set your PIN online.
Click here to reset your Library PIN
If you do not have an email address registered on your account or have any queries please
Contact the Library
Or ask for it to be re-set next time you visit a library.
Collection Services
What will happen when I come to collect my items?
For Council run libraries:
When the item you requested is available for collection you will receive an email notification. You can make an appointment to visit the library and collect your items during advertised collection slots. The email contains a link to the booking service.
At a Collection services session a small number of other customers may have also chosen that slot so there may be a small queue to collect items but social distancing and queuing will be in place and clearly marked. A staff member will ask for your name and library membership number and you will be passed your items. Please bring a bag or container with you. The items you are given have been handled by staff but staff will regularly wash hands and handling of stock is kept to a minimum.
From the 12th April all council run Libraries will offer public browsing. You will be able to collect requested items from the Reservation shelf at each site without booking a specific collection slot following notification that the items are ready to collect. A small number of sites will continue to offer collection slots that customers can book in advance. For those sites not offering pre booked collection slots, if you do not wish to enter the building please ask the staff member at the entrance during open hours, and a member of the team will bring the items to you. Please have your library card number available.
For Community Libraries please contact individual libraries:
How do I view my loans and reserved items?
To see what items you have on loan or reserved you will need to log into your library account.
Go to the
Library Catalogue
and click on "Log in":
You can then click on "Pending reservations" or "Current loans" to be presented with a list of titles if you have anything on loan or reserved:
Fines, Renewals and Returning books
How do I renew my book(s)?
You can renew your book(s) in any of the following ways:
Option 1 - Log on to your library account and renew online
Go to the
Library Catalogue
and click on "Log in":
Enter your library card number and pin. On the left hand menu click on "Current loans", then click on the "Current loans" black box. You will now see a list of all items you have on loan. You will then be able to "Renew All" or select the ones you wish to renew by clicking on small white square at the start of each line and clicking on "Renew selections".
Option 2 - Via one of the two library Apps
If you have a smartphone or other device that uses Apps you can download a Spydus Mobile App or Gloucestershire Library App which will enable you to renew your books (and much more!). For further information, please click on the button below:
Information about the Library Apps
Option 3 - Telephone the library
You can ring any Gloucester Library. Please click below and select the one you wish to contact from the list:
Library Locations and Opening Hours
Alternatively, please contact the library helpline telephone number:
Telephone: 01452 426973
Lines are open:
Monday to Friday 9:00-13:00 & 14:00-17:00
Saturday 9:00-13:00 & 14:00-16:00.
Option 4 - In person at the library
You can use the the self service machine using your library card or ask a member of the library team to help.
Will I always be able to renew my borrowed items?
- You can renew items up to 6 times as long as the title isn't reserved by another user. After this the item(s) need to be returned to a library.
- If an item has been reserved by another user it will not be possible to renew it. Please return the item as soon as possible.
Returning Books
Do I have to return my book(s) to the library I borrowed from?
You can return books to any of the Gloucestershire libraries.
How do I return my book(s) if the library is closed?
Most of our libraries have letter boxes for when we are closed (the exceptions are Gloucester, Hesters Way, Bourton on the Water, Up Hatherley and Winchcombe).
For more information please click on the button below:
Fines
We charge fines for overdue items. We encourage you to note due dates and renew your items regularly to avoid overdue fines.
- Adults: 20p per day, per item charged 7 days per week
- Children and young people up to 18 years old: First week - no charge, additional weeks - 15p per week (or part week) per item
The maximum fine for each book is £9.20
Computers
For more information please click on:
Book a computer
For computers information at Community Libraries please see individual websites:
Local studies
Can I use the Local Studies Library in Cheltenham?
The building where Local Studies is based is closed. However, we are offering an online service for any local history enquiries. Please email your enquiry to: cheltlocalstudies@gloucestershire.gov.uk
We also have lots of online resources on the Virtual Reference Library, including Ancestry, which you can access as part of your library membership. Some of these services you can access from home using your Library card number and pin. For more information please see the following web page:
Can I join the library?
Yes, it is easiest to join online if you can. Simply click on the button below and follow the instructions.
For information about types of membership please click below:
Can I access Which? Magazine from home?
Which? Online - can only be accessed from the Cheltenham and Gloucester Libraries.
If you cannot get to Cheltenham or Gloucester Libraries to access these resources, please contact our
Ask Us
Reference and Enquiry Service. Our Ask Us team will be happy to help with your enquiry.
Suspended Services
Can I apply for a Concessionary Bus Pass?
This service is currently suspended in libraries. Please contact the Bus Pass unit for advice:
Bus Passes (ITU) (buspasses@gloucestershire.gov.uk)
01452 426265
Can I donate some books to the library?
We are currently unable to accept any donations. With COVID measures in place we do not currently have the capacity to store, sort and catalogue donated items. Apologies for any inconvenience this may cause.
Which other services are suspended?
- All groups are suspended.
- Browsing will resume from 12th April.
- Computer buddy volunteers are suspended.
- IT support from Library staff will be limited due to social distancing.