Posted: Thursday 26th March 2020
Frequently asked questions
Q. Why are libraries closed?
A. On Friday 20 March 2020, the Prime Minister announced that a range of venues where people meet, should close with immediate effect to restrict the spread of Coronavirus. On Monday 23 March 2020 this restriction was extended to specifically include libraries.
Q. Can I return the books I have on loan?
A. Please hold onto any library items that you currently have on loan until libraries reopen.
Q. How can I renew my books?
A. We have extended the loan period on all items due back on or after 16 March by 56 days. This applies to all stock, including items which are usually loaned for one week only. We have also extended the number of renewals allowed for each item from 4 to 15. Renew your books
Q. I am already a library member. Do I also have to join online?
A. As an existing library member, you can access all our online services, including renewals. All you need is your card number and PIN.
Q. I have books that are due back / overdue, will I be charged?
A. We have extended the loan period on all items due back on or after 16 March by 56 days. This applies to all stock, including items which are usually loaned for one week only. We will not charge for items that are overdue during this time.
Q. My books were already overdue on 16 March, will charges continue to increase?
A. No, the amount owing up to 16 March will remain, however no additional charges will be added during this time. You can pay your outstanding charges online by logging in with your membership number.
Q. I have a Hot Pick book /DVD / magazine which is a one-week loan, what should I do?
A. We have extended the loan period on all items due back on or after 16 March by 56 days. This applies to all stock, including items which are usually loaned for one week only.
Q. I have received an email / letter saying that my reservation is ready to collect. What should I do?
A. All libraries are currently closed. It will not be possible for you to collect your reserved item at this time. Once libraries re-open, we will ensure that reserved items are held for longer than usual.
Q. Will I have to pay additional charges as a result of libraries being closed?
Q. My membership has expired, how can I get access to your online services?
A. We are working with our system suppliers to extend all library memberships. If your library membership number is not currently working, please bear with us, we hope to resolve this soon.
Q. I want to use the online library services, how can I get a PIN?
A. You can reset your PIN online, if we have your email address on record. Alternatively, contact us with your library card number and we will get a PIN for you.
Q. I’m not currently a library member how can I get access to your online services?
A. You can join online if you live, work or study in Hertfordshire. You will receive a temporary membership number which can be used to access BorrowBox, RBDigital and Universal Class, we hope to add access to more of our online services for customers with temporary membership numbers soon.
You can now access all the following online resources with temporary membership
Q. What is the library service doing to support people whilst libraries are closed?
A. Although our buildings are closed, we have many services that you can access online, including:
eBooks and audiobooks With a great range of titles for adults, teens and children, we’ve been busy topping up our stock levels to make sure there is plenty of choice for everyone
Newspapers and magazines Keep up with the news from the daily papers from the UK and around the world, or discover a new interest with our online magazine collection
Reference library online We might all be staying at home, but we can keep our brains active with online courses, reference books and homework resources including Britannica online
Q. How can I keep up to date with library news?
A. You can keep in touch with us on social media and stay up to date with all the latest news from Hertfordshire libraries. We’ll help to keep you reading with recommendations and links to our great eBook and eAudiobook collections and you can join our new online book club. Look out for news about online story times for children and our free resources to keep you entertained at home.
Q. My question has not been answered. How can I get in touch with you?
If you have a question, you can email us using this form or phone 0300 123 4049.
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