Q. How quickly will I get a response when I contact you?


Libraries & Collections is committed to ensuring your needs are the focus of our service.  This webpage describes our specific aims in providing you with a timely response for our initial points of contact and covers all the methods available to you. 

Telephone Enquiries

We aim for all telephone calls to be answered within 30 seconds during our staffed hours Mon-Fri 0930-1730, Sat-Sun 1000-1800. 

Contact details 

Email Enquiries

We aim to respond to emails received to our general library@kcl.ac.uk address within one working day and to resolve all queries within five working days.

Online Chat

We aim to respond within one minute during staffed hours Mon-Fri 0930-1730, Sat-Sun 1000-1800. Outside these hours, our partner librarians aim to respond within two minutes.

Library Chat

Enquiries by Post

We aim to reply to any letters we receive by post within five working days.

Library Address Information

In Person Enquiries

We will acknowledge each person approaching an Information Point within 30 seconds. Our aim is that you should have to wait no longer than five minutes  for us to respond to your enquiry.


If you haven't received a timely service in line with our stated response times, or have any comments about any aspect of our services please tell us what you think


  • Last Updated May 05, 2020
  • Views 81
  • Answered By Pete Garner

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