Ealing Central Library

It's a pretty standard library, but I usually find the staff / volunteers aren't particularly helpful, and often quite rude. I used the self service machines and set up holds via my online account for this reason, but that doesn't help people who aren't able to use online services and / or the machines. Post lockdown, the library is understandably running a limited service and taking returns only. There is a queuing system in place and reduced opening hours but I didn't see any hand sanitiser anywhere when you enter - make sure you use your own before you go in. The elderly gentleman in front of me in the queue was refused entry because he wanted to use the online services (that part I get), but they were spoken to rudely and weren't offered any alternatives on how they might be able to access the internet even when they explained that they used the library for that very reason. It was disappointing that he wasn't shown more empathy. They really need to think of a better way to communicate library re-openings to people without internet access. On my way out of the library, I was told that I must provide my details (name, email and contact number) on a bit of paper for track and trace purposes when there was a NHS covid-19 app QR code in the window (!). When I refused to write my details down (in what is quite clearly not a secure means of collecting or storing my data), because I wanted to try using the QR code, I had to argue about it for a few minutes because the staff / volunteer said the QR code / app doesn't work. Eventually someone else came over who said that the issue was a lack of internet (Ealing Broadway centre has wifi and my coverage through my provider worked just fine), so I disputed this and said I would prefer to try the app and happily come back to give my details if the QR Code didn't work (I was then told that giving your details for track and trace is not mandatory...). I went outside, scanned the code successfully and proceeded with the rest of my day (which is as I would expect having been using the app for venue check-in's since last week!). A far simpler solution is to just ask people to scan the QR code before they go in, and if it doesn't work then they can leave their details. I'm not sure why the Library is not obligated to do this before entry when literally every privately owned salon / restaurant I go to has to do this!

Very good library in general, but don't call yourselves a children's library when two staff refused to open one of the two toilets (disabled and changing room) for my 2 year old to use the loo (during her first week of potty training). By the time I asked for a key we had been there reading stories for a half hour. We had no option but to pack up and go out into the rain to use the main toilets in the shopping centre. Really disappointing customer service. I used the changing room to change a nappy two weeks ago (but had to ask the staff to unlock the door first) so you need to train your staff on what your policies actually are.

Great library. Very clean and open, with good quality technology if you need it. The staff are absolutely lovely and really helpful. Great addition to our town!

Decent library with lots of desk space and USB/plug charger hubs. However, weekday lunch hours consist of chatty school kids playing music etc. One lady who was on her laptop even asked them to be quiet as it was difficult to work. The kids quietened down for a moment before noise resumed again... it’s just disrespectful. Saying that, I could have said something too but I didn’t (as I felt like I would absolutely snap and angrily overreact), however I’m sure if all of us adults did join in to complain together, kids such as these would learn some respect the world over. But in a library, is it our place to do that? The staff could do a lot more to keep the area quiet, as a real library should be. But they were nowhere in sight during this hour. My guess is that they just don’t want to deal with it. Luckily, outside the lunch hours, everything fell silent again and back to feeling like a normal library.

Good library with a superb selection of books - novels, factual books and DIY self help guides. Over 25,000 books and plenty of help and services available to the public for no fee. Staff are hard working and always aim to keep noise levels down. June is the month when noise levels reach their highest - mostly because of students who by majority are there to study but you always have a small segment causing drama for amusement. Fantastic move to keep it open - the people of Ealing rely on the services the library provides.