Policies

This page will contain links to all Explore’s policies in due course.

Fees and Charges – Libraries

Fees and Charges – Archives & Local History

Data Protection

Booking terms and conditions

Stock Policy

Archives and Local History Access Policy

Archives and Local History Collections Management Policy

Security aspects of the self-service public printing system

Customer Charter

Complaints Procedure

Every year, over a million people use Explore services.  Our aim is for every experience to be an excellent one, but we recognise that sometimes things will go wrong.  When that happens, we want to put them right swiftly and learn from our mistake to improve things for next time. So, if something goes wrong please let us know

Fees and Charges – Libraries

Books, audiobooks and language courses – adults (over 18)

  • Loan period: 3 weeks
  • Hire charge: free
  • Daily charge for overdue items: 25p
  • Reservation charge 25p
  • There are replacement item costs for lost or damaged books charged at the actual book cover price, plus £1 handling charge.

Books, audiobooks and language courses – children (up to 11)

  • Loan period: 3 weeks.
  • Hire charge: free.
  • Daily charge for overdue items: free.
  • There are replacement item costs for lost or damaged books charged at the actual book cover price, plus £1 handling charge.

Books, audiobooks and language courses – young adults (12 to 17)

  • Loan period: 3 weeks.
  • Hire charge: free.
  • Daily charge for overdue items: 10p
  • There are replacement item costs for lost or damaged books charged at the actual book cover price, plus £1 handling charge.

Toy Library

  • Loan period : 3 weeks
  • Hire charge : 50p
  • Charge for overdue items : 50p

Computer use

  • Library members: First two hours free. Additional sessions charged at non-member rate
  • Non-members: £1 per session, which is up to an hour

Printing

  • Printing from computers in black and white (A4): 10p
  • Printing from computers in colour (A4): 50p
  • Microfilm/microfiche printing: A4 10p (available at York Explore only)

We have a special offer on homework printing and printing from www.gov.uk. In both cases the first ten pages are free.

Photocopying

  • Black and White copies: A4 10p (Acomb, Clifton, Tang Hall, York); and A3 30p per sheet (available at York only)
  • Colour copies: A4 50p (Acomb, Clifton, Tang Hall, York); and A3 £1 per sheet (available at York only)
  • For delicate Archival material, York Explore staff will produce photocopies for you.  The charges for this service are listed on their visiting us page

Planning Maps

Adding an extension or transforming the loft?  Tang Hall, Acomb and York Library can provide location plans in line with the requirements of the planning department. See the maps and planning page for prices.

Scanning

Self service scanning is available without charge at Acomb, Clifton, Tang Hall and York Explore.

Requests

If you want to borrow an item which is on loan to someone else you can request to be put on a waiting list, and we will let you know when it is available. This service costs 25p at the point of collection, no charge for children and young people under 18.  You can collect the item at any library.

If you want to request something which is not owned by Explore we can get it from another library service. The charge for this is £12 per item.

Room Hire

See the room hire page for a description of our meeting rooms with prices.

Fees and Charges – Archives and Local History

On-site charges

There is no charge to consult our Archive and Local History collections. If you would like to take copies of our documents during your visit, then the following charges apply:

  • Digital images taken from book scanners, with a digital camera or from microfilm readers: £1 each.
  • Licences for taking multiple images from scanners, digital camera or microfilm readers: £10 per day, £25 per week or £50 per year. Organisations conducting research, such as local history groups, can also apply for an institutional reprographics licence at £100 per year, giving them two annual passes which are transferable between group members.

These charges relate to images taken for personal study only. Additional charges apply for images for publications – please see Licensing charges below.

Printing from PCs or microfilm readers: A4: 10p each

If you can’t visit in person

If you can’t visit the Archive and Local History service in person, our staff can support you in a number of different ways:

Staffed copying service
Images taken from book scanners, camera or microfilm readers (including Imagine York images): £7 each plus £5 handling fee per order.

Paid Research Service
We offer a free ‘look-up’ service to confirm details in our records, where we are provided with detailed information. Otherwise, our Paid Research Service can help you locate the details you require:

Up to 30 minutes research by staff (max. 30 minutes): £15

Other services we offer


English Transcription Service
Transcription of English language documents in our collection by an archivist: £40 per hour.

Staff will be able to advise on the length of time transcription is likely to take and can provide a quote.

Archives and Local History workshops
We offer a range of training workshops, for groups and individuals, to help you manage your own archives at home, or get started with research. These workshops are held a number of times per year – please contact us for more information about upcoming dates.

  • Introduction to Local History (3 hour workshop): £25 per person
  • Moving on with Family History (3 hour workshop): £25 per person
  • Getting started with House History (3 hour workshop): £25 per person
  • Caring for old photographs (2 hour workshop): £18 per person
  • Caring for historic documents (2 hour workshop): £18 per person


Family History sessions
Introductory sessions for Ancestry and Find My Past are free, and can be pre-booked by contacting us. More advanced sessions – Ancestry Plus and Find My Past Plus – are also pre-bookable for a fee:

Ancestry Plus or Find My Past Plus session (1 hour): £15

Tours and talks
If you are part of a group and would like to arrange a visit to see the archives, tours of the archives service, complete with a display, are available subject to archivist availability. The cost for a group tour is £3 per head.

We can also host your group for a talk at the archives service, or come to your venue (subject to availability) to give a talk on our services. Our speakers fee is £40 per session (plus travel expenses where we have to travel to your venue).

Consultancy services
If you would like advice on managing your own archives, or to arrange training workshops for volunteers or staff, we can offer tailored workshops on a range of specialist topics. Workshops are delivered by an archivist and cost £40 per hour. Please note if you would like us to host your visit room hire charges also apply.

Certified copies of documents (e.g. vehicle registration enquiries)
£12 per certified copy, 2nd class UK delivery dispatched within 5 days of enquiry

£15 for delivery outside of the UK

Licensing fees for images

Commercial use: £35 per image

York partners, not-for-profits and educational textbooks: £13 per image

Archives and Local History Access Policy

Our Archives and Local History Access Policy outlines the ways in which we provide access to our archive collections and local history materials.

Archives and Local History Collections Management Policy

Our Archives and Local History Collections Management Policy determines the types of materials we will accept for our archives and local history collections.

Security of the self-service printing solution

When I print a document from my own device by emailing it to the printer, where does my print job go and how secure is it?

Your print job goes to the “PrinterOn Cloud” data centre in Canada for processing.  Print jobs are encrypted, and can only be decrypted for printing by the Print Delivery Station which corresponds to the specific one in the email address you used (e.g. acombmono@printspots.com): they cannot be exported or duplicated for printing or viewing elsewhere.  Print jobs are automatically deleted one hour after printing, or after three days if they are not printed.  To collect printing, you need the random six digit Privacy Release Code, which has only been given to you and is not accessible by library or IT staff.  Please note that whilst we have taken care to buy an appropriately secure print system, Explore libraries cannot be responsible for the security of whichever email system you use to send your print job and receive your unique code.

More specifically, the encryption part of the process works as follows.  A unique 128-bit AES encryption key is generated for every printed job processed. The PrinterOn cloud server releases the job to the printer using SSL, and every PrinterOn print server (‘Print Delivery Station’) generates a unique RSA 2048-bit public and private key pair. The print data AES key is encrypted using the RSA key-pair and is delivered alongside the print data to the print server in the library. This scheme effectively creates two levels of encryption for every print job.

The system is operated by Ormonde Technologies Ltd. It only collects personal data for the delivery of printing and copying services. User Data is not retained or shared for any other purpose.  The supplier’s full data protection statement is available on their website.

When I print something from the library computers, where does my print job go & how secure is it?

Print jobs sent from the library computers do not leave our own trusted public network, but otherwise are encrypted and decrypted using the same method as that specified above. The Privacy Release Code required to collect each print job is generated in the PrinterOn cloud, then delivered to the user’s computer screen and to the print server over SSL connections.

Customer Charter

Explore is dedicated to the provision of a high level of service for all customers. This charter outlines our service commitment to you and how you can help us to provide you with a quality service.

 You can expect:

  • prompt, courteous service
  • helpful well-trained staff who will treat you with respect, confidentiality and in a culturally appropriate manner
  • fair and equitable access to our collections, services and programmes
  • collections which aim to meet your needs and are well-maintained and accessible
  • an information service which is responsive to your needs and provides access to resources beyond the library’s walls
  • convenient hours of opening
  • prompt responses to your enquiries, comments or complaints

Help us to help you by:

  • treating other people in the library with respect and courtesy, whether they be customers or members of the Explore team
  • treating library facilities, equipment, collections and property with due care
  • assisting staff in understanding your needs clearly
  • providing us with feedback on how we may improve our services, or how we can help to resolve a specific problem. You can do this by either speaking to a member of staff or on-line at contact us
  • participating in the activities and services offered by the library in a spirit of good humour and co-operation
  • ensuring that children in your care are properly supervised while in the library and that children under 8 should be accompanied by a parent or carer at all times
  • complying with any directions or instructions given by staff