Ayrshire Archives |
Customer Charter |
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Who are we?
The Department of Development,
Safety and Regulation covers a range of services that influences
the way we live, work and play.
Most functions within the Department have a regulatory role,
which is designed to ensure that the environment in which we
live is as safe as it can be.
Ayrshire Archives is the joint local authority
archives service for East, North and South Ayrshire Councils
and is concerned with the preservation and management of records
from the thirteenth century to the present day.
Services Provided
Ayrshire Archives offers a full range of modern reader
services. Records can be accessed through our various finding
aids in the public searchroom at the Ayrshire Archives Centre
on the Craigie Estate in Ayr. A member of staff is always on
duty to advise users on all aspects of our record holding. As
spaces
are limited, however, readers are asked to book a seat in advance,
particularly those readers coming from a distance or who intend
to work in the searchroom for several days or weeks.
Additional services offered by Ayrshire Archives include replies
to written and telephone enquires, a research service, historical
exhibitions, tours, record surveys and public talks. Depending
on the condition of the document, photocopies or digital images
of original records can be obtained at commercial rates.
Many of the collections preserved at the Ayrshire Archives Centre
have been gifted or loaned by institutions or individuals and
staff would welcome further deposits of historical significance.
Once deposited, these records are cleaned, stored, listed and
made available for study. Archives staff are also happy to provide
advice on the conservation and preservation of documents on request.
Service Standards
When you contact us either in writing or by e-mail we will:
- Endeavour to deal with general correspondence within 20 working
days of receipt.
- Try to give you a full reply with as much information as
possible.
When you contact us by telephone:
- We will give our name and Section when answering the telephone.
- We will try to deal with your telephone enquiry at the time
or pass you to an Officer who can.
- If the person you need to speak to is not available, you
can choose to speak to someone else who can help. If you leave
a message we will get back to you within 3 working days.
You can expect us to:
- Be courteous and professional at all times.
- Give you as much information and immediate advice as possible.
- Observe privacy and confidentiality in all matters.
- Monitor and evaluate our performance.
- Give you a quality service at all times.
- Endeavour to provide clean, accessible public offices that
ensure privacy, comply with occupational and safety standards
and that facilitate access for people with disabilities and
special needs.
Specific Service Standards
Ayrshire Archives is committed to providing and promoting
access to Ayrshire's archival heritage, and we aim to provide
an informative and efficient service in a courteous and helpful
manner.
Ayrshire's documentary heritage is unique and irreplaceable and
we have a shared responsibility to safeguard the documents and
to ensure their security and preservation. As a result, Ayrshire
Archives will:
- Store the records in conditions which meet current professional
standards.
- Promote good practice in handling records and provide suitable
preservation media to protect the records while in use.
- Provide public access at the Ayrshire Archives Centre during
normal opening hours and in accordance with search room regulations
and procedures.
- Strive to give you intellectual access to the records through
lists and indexes produced to current professional standards
for archival description.
- Give access to records in compliance with legislation, our
preservation policy and the professional code of responsibility,
paying due regard to the physical conservation of the records.
- Enforce our procedures which are designed to ensure the security
and preservation of the records and explain them to you.
- Provide guidance and advice for researchers and record owners
in accordance with our professional Code of Conduct.
- Aim to provide copies of records where possible, in accordance
with our preservation policy.
- Fulfil our obligations to our remote users by providing a
prompt and efficient service.
When you ask for an appointment
If you wish to make an appointment to discuss any aspect
of the Service please contact us to arrange a mutually
convenient appointment.
What you can do to help
- Attend any appointment in time, or let us know if you cannot
do so.
- Behave in a considerate and polite way so we can give you
and other customers the standard of service you would expect.
- Please be patient as there will be times when we are exceptionally
busy. We will however, make every effort to keep waiting times
to a minimum.
What if I am not satisfied
If you are unhappy with any aspect of our service, please
contact us and we will try to resolve any problems quickly, and
explain what we have done and why.
If we do not respond satisfactorily, you can take your complaint
further by using the South Ayrshire Council's feedback procedure.
You can get a leaflet titled 'Help Us To Get It Right' directly
from ourselves or from any South Ayrshire Council Office. Alternatively
you can phone 0845 601 2020 or e-mail cst@south-ayrshire.gov.uk you
can also use this procedure for comments, suggestions and complaints
about other Council Services.
Any Suggestions?
We hope you will find this information helpful and that
we continue to meet the standards we have set. Please let us
know what you think by using the Council's feedback procedure
or by contacting us directly at the address below.
How and When you can visit us?
The Ayrshire Archives Centre is open to the public for
research purposes on Tuesday to Thursday of each week from 10.00am
to 1.00pm and 2.00pm to 4.30pm. The Centre can be contacted Monday
to Thursday from 8.45am to 4.45pm and on Friday from 8.45am to
3.55pm.
Contact Details
Ayrshire Archives
Ayrshire Archives Centre
Craigie Estate
Ayr
KA8 0SS
Tel. 01292 287584
Email: archives@south-ayrshire.gov.uk
Website: www.ayrshirearchives.org.uk
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