COVID-19: Any specific information relating to Pembrokeshire will be updated at www.pembrokeshire.gov.uk/coronavirus

Coronavirus Advice and Guidance

Libraries Re-opening

Phase 1: Order and Collect

The introduction of a new Order and Collect service is the first phase of restarting the county’s library service.

From Thursday 2nd July, libraries in Fishguard, Haverfordwest, Milford Haven, Pembroke Dock and Tenby will be accepting orders for the new service.

Orders can be placed via the Order and Collect form below:

Alternatively, orders can be placed over the phone by contacting one of the five libraries operating the service:

Fishguard Library and Tourist Information Centre (01437 776638)

Milford Haven Library and Information Centre (01437 771888)

Pembroke Dock Library (01437 775825)

Tenby Library (01437 775151)

The Riverside, Haverfordwest (01437 775244)

 

Library members can select up to a maximum of six items, and can either ask for a pre-selected collection such as romance or thrillers, or select specific titles from the online catalogue that are located at the library they wish to collect from.

When placing an order, members can also specify their preferred format, such as Spoken Word, Large Print or items in the Welsh Language.

The Order and Collect service is also available for children, with Summer Reading Challenge packs for ages 4-11 available for collection later in July.

On submitting an order, members will be allocated a timeslot on a specified date to collect their items.

Library members should be aware of the following guidelines when using the Order and Collect service:

  • The service is for collection only - you will not be permitted to enter the library.
  • Queue only if you have an appointment to use the service.
  • Aim to arrive no more than 10 minutes before your allocated timeslot.
  • If you wish to order books but are unable to collect the items yourself, a friend or family member can do so by prior arrangement.
  • You will need to provide your own bag/box when collecting your items.
  • 2 metre social distancing must be observed during the collection process.
  • Do not use the Order and Collect service if you or a member of your family is displaying COVID-19 symptoms.

With more than 23,000 items currently out on loan across Pembrokeshire, users of the new service are also being encouraged to return any items they may have out on loan whilst collecting their new items.

Library members who wish to return items currently out on loan but who are not using the Order and Collect service can book an appointment to return those items by telephoning any of the five libraries offering the Order and Collect service, from Thursday 2nd July.

At the returns appointment, members will be asked to place items in to the container provided, with those items entering a 72 hour quarantine period, as per government advice.

For customers who use the public access PCs, library staff are working towards Phase 2, which would make these available on an appointment-only basis.

 

Frequently Asked Questions

Why are you only offering an Order & Collect service?

How do I order my books?

My order will be restricted to items selected only from the library I have chosen to collect them from, is that correct?

Can I only have items selected by library staff?

Why can I only have six items out?

How long will the items I’ve ordered be issued for?

How soon can I collect my items?

Why do I need to book a time slot to pick up my items?

Why are you only allowing one person in at any one time?

If I can’t pick up my items in person, can I nominate someone else to do it for me?

What is the procedure for returning my items?

If I’ve returned some items but they are still showing on my account, should I be worried about this?

Will I be charged for items that were already overdue before lockdown began?

Do I have to pay any fines I still have on my account?

 

Q. Why are you only offering an Order & Collect service?

A. In line with Welsh Government and Public Health Wales guidelines for the reopening of library services, we are adopting a phased approach to restarting our library service.

With Order and Collect, we can quarantine all items coming back in to our libraries and we are expecting a large quantity of items already out on loan to be returned in the immediate short term. This will have a physical impact on our libraries, which we will need to monitor.

 

Q. How do I order my books?

A. By completing the order form on the ‘Order Now’ button above, or by telephoning one of the five libraries offering the Order and Collect service.

 

Q. My order will be restricted to items selected only from the library I have chosen to collect them from, is that correct?

A. Yes. The Order and Collect Service is a limited service that is initially being piloted at our 5 largest libraries, listed above. We are working to unlock all of our libraries, after which all of the stock in the county will be accessible to everyone once again.

 

Q.Can I only have items selected by library staff?

A. No. If you have access to the internet you can use our online public access catalogue to identify specific items that are available in the stock at the library you have chosen to collect from.

 

Q. Why can I only have six items out?

A. This is a brand new way of loaning library items, in unprecedented circumstances. We will monitor the level of demand and may be able to increase the number of items in the near future.

 

Q. How long will the items I’ve ordered be issued for?

A. Items will be issued for an initial four week period. If you need them for longer, you can renew them further by phone, e-mail or online.

 

Q. How soon can I collect my items?

A. Library staff will agree a suitable date and time that you are able to make.

 

Q. Why do I need to book a time slot to pick up my items?

A. Pick up time slots are being introduced, in order to keep customers and staff safe as it reduces the possibility of lots of people arriving all at the same time.

 

Q. Why are you only allowing one person in at any one time?

A. In order to maintain social distancing, only one person will be allowed in to collect their items at any one time.  The exception to this will be if you have children / dependants with you.

 

Q. If I can’t pick up my items in person, can I nominate someone else to do it for me?

A. Yes, you can nominate a friend or family member to collect items on your behalf. When you place your order, you will need to agree a password with library staff, that you will also give to the nominated person, so we can ensure we are giving your order to the correct person.

 

Q. What is the procedure for returning my items?

A. When items are returned, you will be asked to place the items into the container provided. Staff will then move the containers into a separate area of the library, date the container and they will be quarantined for 72 hours (3 days), in line with Welsh Government and Public Health Wales guidelines.

In the interest of hygiene, please can you make sure that no slips of paper, bookmarks, tissues etc are left inside any item.

 

Q. If I’ve returned some items but they are still showing on my account, should I be worried about this?

A. No. Books need to be quarantined for three days, so will remain on your account for that period of time after you have returned them. You will not be charged any fines for these items.

 

Q. Will I be charged for items that were already overdue before lockdown began?

A. For items that were already overdue before the 27th February, overdue fines will still apply as they should have been returned within the first three weeks of March. We are not charging fines for the duration of lockdown (March-June), nor during the Order & Collect phase.

 

Q. Do I have to pay any fines I still have on my account?

A. Yes, if the amounts are outstanding from before lockdown began. We are not able to take payments at the moment, so these will remain on your account until paid at a later date.

ID: 6627, revised 08/07/2020