If a patron is liable for lost or damaged items, replacement charges are fixed as follows:
Book - £25.00
Video Game - £30.00
DVD - £10.00
Other (e.g. locker key) - £20.00
Please note these fees are fixed to ensure all patrons are treated equitably. However, total library charges can be negotiated in dialogue with a manager if they exceed the total RRP on Amazon.
Patrons are entitled to provide a replacement copy of lost/damaged items, instead of paying library fees. For guidance on how to process replacement copies, see here.
Lost: Items that a patron has claimed to have lost that are still on their library account.
1. Library helpdesk receives contact from patron advising that they have lost an item currently on loan.
2. Library helpdesk conducts a brief shelf check.
Identify shelf mark of item via item record.
If the title has records at multiple shelf marks, check these areas of the library as well.
Look around the area where the item may have been shelved (e.g., at the shelf above/below)
| If the item is found | If the item is not found |
| Return the item via the check-out screen. Confirm the item has been located with the patron using the “Item Found” macro. | Proceed to step 3. |
3. Library helpdesk to contact patron to advise that the item has not been located on the shelf using “Lost Item” macro
4. Mark items as “Claims Lost” on patron account.
5. Add replacement fees for each item via the billing screen, charges are set as follows:
Book - £25.00
Video Game - £30.00
DVD - £10.00
Other (e.g. locker key) - £20.00
6. Add a staff note to each item as follows “!Lost on loan – waive patron charge upon return”
7. Complete “Item Request” Form to notify librarians. You should still submit this form if the patron has stated that they wish to purchase replacements instead of paying charges; the librarians will then determine the urgency of the replacement, and purchase if required. Please make this explicit when prompted to supply any additional information on the form.
Damaged while on loan: Items that are irreparably damaged when on loan to a student. The student is considered responsible for the item.
Patrons will be liable to pay a replacement fee if:
1. The damage was clearly caused by the patron returning the item.
2. The damage is severe and not repairable (refer to the table below)
| Severe Damage | Minor Damage |
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3. And, the damage was caused by circumstances within their control
| Circumstances within control | Circumstances outside of control |
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1. Library helpdesk identifies that stock has been damaged while on loan.
| If Library is contacted by patron | If item is returned damaged |
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Proceed to step 2. |
2. Assess damage in line with the above guidance.
| If damage is minor | If damage is severe |
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Proceed to step 3 |
3. Contact the patron to whom the book was last loaned using the “Damaged Item” macro. It is only appropriate to contact patrons regarding damage if:
It is clearly their fault (i.e., the item is so damaged it would have not been loaned like this)
The damage appears to be from circumstances within the patron’s control.
4. Add a replacement fee to the patron’s account, set as below:
Book - £25.00
Video Game - £30.00
DVD - £10.00
Other (e.g. locker key) - £20.00
5. Complete “Item Request” Form to notify librarians. You should still submit this form if the patron has stated that they wish to purchase replacements instead of paying charges; the librarians will then determine the urgency of the replacement, and purchase if required. Please make this explicit when prompted to supply any additional information on the form.
| Stock missing at (on hold report) | Stock missing (not on hold report) |
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If items are on the hold report for 3 days or more, please follow the below steps.
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If you identify that an item on the shelf is damaged, please refer to the below guidance:
| Severe Damage | Minor Damage |
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1. If item damage is severe, withdraw from circulation
2. Complete "Item Request Form" to notify librarians
The library appreciates that the current financial climate is challenging for many patrons.
All patrons can source a replacement copy instead of paying outright replacement charges.
Fees are fixed per item, so all students receive the same fee regardless of item cost.
Charges can be negotiated with a manager if the total we're charging is more than the item(s) total RRP.
If patrons are unable to pay replacement fees upfront, the arrangement of a payment plan can be discussed with a library manager.
If patrons are unable to pay replacement fees entirely and have extenuating circumstances, some/all the fees may be waived in discussion with a library manager.