Frequently Asked Questions
Please find frequently asked questions and answers below.
If you have a question that is not listed, please
Visiting the library
Can I visit the library?
Libraries are open for browsing and PC use. Some library groups are starting to return. Please contact your local library for more information. Before setting out, please remember to check your
Library Locations and 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
Digital Services and online resources
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 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 advising you collect your items. Collect your reserved items from the reservation shelf at your selected library.
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 Community Libraries please see individual websites:
Local studies
Can I use the Local Studies Library in Cheltenham?
We are operating an appointment system for all visitors to Cheltenham Local Studies Library. This is to ensure that the recommended social distancing measures can be observed at all times.
Make a booking and let us know what materials, type and subject, you are interested in.
We need 3 working days’ notice and you can order up to 10 items per visit.
You can search our online catalogue to see what is available.
Each booking will be confirmed by email with further information about your visit. Please read this information carefully and wait until you have received confirmation before making your visit.
If you feel unwell on the day of your visit, please call us on 01242 532686 to rearrange your appointment.
We will keep our arrangements under review in accordance with the latest Government guidance so please check the website before visiting next time.
You can also send enquiries to our Customer Advisers using this online form:
Cheltenham Local Studies information request form
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.
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:
.
I have lost my library card, what should I do?
You may purchase a replacement card in any library. The costs are:
Adults £1.00 per card
Children 50p per card
There are no concessions to this charge but but replacements are free with a crime number evidencing theft.
Can I access Which? Magazine from home?
Which? Online - can only be accessed from computers at Cheltenham and Gloucester Libraries.
If you cannot get to Cheltenham or Gloucester Libraries to access these resources, please contact
Ask Us - Reference and Enquiry Service
Can I donate some books to the library?
Due to administrative, storage and disposal costs Libraries & Information can only accept donations of stock if they meet the criteria as laid out in the Stock policy.
Suspended services
Concessionary Bus Pass Applications
The library can assist with renewals of age related bus passes and replacement age related and disability bus passes.
Unfortunately the library is not currently able to assist with new applications or renewals of disability bus passes.
For new applications and renewals of disability passes please contact the Bus Pass unit for advice:
Bus Passes (ITU):
buspasses@gloucestershire.gov.uk
01452 426265
Which other services are suspended?
IT support will be limited due to social distancing