Loans and renewals, overdue, lost and damaged items

Anyone wishing to borrow items from the Library Service has to be a registered member, and borrowing limits exist for each category of stock:

Books - 21 days
Talking Books - 21 days
DVDs - 7 days
CDs - 7 days
Storysacks - 21 days
Dementia Resource Bags - 21 days

Library cards are not transferable and should be used only by the named library member.

Borrowing Limits for different member categories

Please see the document for borrowing limits for different member categories.

Items may be renewed a maximum of 6 times remotely, by phone, automated renewals line or via our self-issue machines, providing the book has not been requested by another customer. After the 6th renewal, items must be returned to the library and cannot be further renewed remotely.

In order to preserve and maintain the integrity, currency, accuracy and physical condition of library stock, the Library Service reserves the right to remove an item’s availability for loan and to refuse renewal.

Overdue items

Customers only receive reminders by email. They are not notified if they do not provide a valid email address. They must also ensure that emails from CWF Libraries are not blocked by their service provider otherwise they will bounce back.

Notification emails are sent at the following intervals: 

3 days before
On due day
7 days after
21 days after
30 days after

Account is blocked at the final notice which is at 30 days.

If a library member over the age of 18 loses or damages an item which they have on loan, the full current replacement cost will be charged. If the item is no longer in print/available for purchase, the price quoted on the catalogue will be charged.

Members aged 17 and under do not pay lost/damaged fees except in exceptional circumstances.

Cumberland and Westmorland and Furness Councils have a Debt Recovery Policy, which is a statement on how it will work with its customers to collect any debt which might be incurred through overdue fines and the late return/failure to return items on loan.

It outlines the steps in place to prevent customers falling into debt and what it will do to help those who have incurred debt, ensuring a consistency of approach across the library network. 

It should be read in conjunction with the Council’s corporate debt recovery policy and also the Library Service’s Data Retention Policy.

Corporate Debt Recovery Policy and Cumberland Library Service Customer Data Management and Retention Policy

This is a statement by CWF Library Services on how and why it collects and stores customer information, and for how long this information is kept.

All of the information we collect is kept safe and secure, whether it is written, or stored on a computer system. We will treat any personal information confidentially and will comply with the Data Protection Act 2018.

What customer data we collect, why, and what it is used for

CWF Library Services will collect and process the categories of data listed below for the following purposes:

• Managing your library membership
• Receiving and fulfilling requests for library resources
• Providing appropriate information, support and services 
• Service quality, design and improvement
• By telephone
• By email
• In person in a Library location
• Online via the Library Service website

The following data is needed to enable you to use library resources and to enable us to contact you:

• Name
• Postal Address
• Phone Number (landline or mobile)
• Email Address
• Date of Birth

We may also collect, store, and use the following ‘special categories’ of more sensitive personal information:

• Gender
• Health, for example - disability

We may share your information with partner organisations including the Library Management System suppliers (only in the context of administering the library systems) and with other online resources accessed via the Library Services’ website.

We do not sell your information to other organisations. We do not move your information beyond the UK. We do not use your information for automated decision making.

We will sometimes need to share the information we have with other parts of the council or other public bodies or organisations. The council will make all reasonable efforts to contact you if this processing is going to have an impact on rights or privacy.

We may contact you using the details you have provided, by letter, email or telephone to inform you about:

• Stock availability
• Overdue items
• Lost property
• Emergencies, for example - lost child or similar

Please note that you will not be able to unsubscribe from administrative and service-related communications unless you unsubscribe from the service.

If you inform us that you no longer wish to receive the library’s administrative communications we will take steps to avoid contacting you in the future.

Children and adults have the same rights over their personal data which includes:

• The right to access your personal data
• The right to request a correction when information is inaccurate or incomplete
• The right to object to your personal information being processed
• The right to have your personal data erased

Keeping your information accurate and up to date.

When you join the library at one of our service points, staff will ask you for the details required to enter onto our Library Management System. The system will not save a record if there are any gaps or incomplete information.

When you join online you are responsible for entering your information correctly and accurately. It is important that you tell us straight away if any of your contact details change – for example if you move house, change your name, change email address or phone number.

You can amend your library record via our website or by visiting a library in person.

If you need to inform us of a name change or address change, please provide relevant proof. Library memberships are set to ‘expire’ every three years and our Library Management System prompts the customer, or member of staff, to check that the customer’s details are still current then re-sets the expiry date for a further three years.

How long we hold on to your data

We will keep your data whilst you are an active customer of the service.

Non-active users who have no charges/non-returned items are deleted from the Library Management System after 5 years.

Non-active users who have charges/non-returned items on their accounts are kept on our Library Management System for 7 years before the account is deleted, to comply with audit requirements. Charges are written off and items deleted.

We receive notifications from the Tell Us Once service which are acted upon immediately, and the customer’s record is anonymized.

Under the Freedom of Information Act you have the right to request a copy of the information we hold about you by contacting: information.governance@cumberland.gov.uk