Canada Water Library — Attraction in London

If I could score this facility zero, I would. On Monday 26/07/2021, at around 14.45 I entered the main reception area. I spoke to the receptionist/Librarian and asked if I might be allowed to print a document. His reply was, "No, you can only print documents in this Library if you are a Member. I was, understandably, disappointed as I had travelled two miles to the library solely for this purpose. I am new to the area.

I took my disappointment on the chin and simply inquired politely of the aforementioned Librarian, "You tell me I can't print my very important document here, could you, instead, tell me where the nearest internet café is, so that I can print what I need there?" He gave me vague directions to Surrey Quays, explaining that was where I needed to go.

I asked if he could give me a free map of the area. He, in a very surly manner, said, "No, I can't give you a Map." I proceeded to try to draw for myself a vague map of my route to Surrey Quays train station, where he indicated the Internet Café was to be found.

I work in customer service for a large retailer and therefore, woefully poor customer service is something I can identify very quickly and therefore, I challenged him as to whether he was showing the high standard of customer service one would expect from a British public service facility? I explained that I had looked at the Google Map Reviews for his Library and they had been excellent; but no 'helpful service' and 'good atmosphere' was in evidence right now.

The phrase " Google Reviews" acted like a talisman on this chap. His whole attitude suddenly reversed. He said, "Oh, I didn't really mean to send you on to an Internet Café at Surrey Quays Station to do your printing. Instead, what I'll do for you is make you a temporary member of the Library, as long as you have appropriate proof of identity with you. Then you can print very quickly. I was slightly taken aback by his volte face, but grateful.

I was able to print my document on the first floor where the female Librarian was very kind and helpful. I'm ashamed to say that the rude, sadistic male librarian was Black, as am I. That day, he made me ashamed to be Black.

He tried to turn the whole thing around on me and said that if I'd waited for him to explain himself fully, regarding my options, I would have had a satisfactory experience. This is a barefaced lie designed to put me on the back foot. If he had any good intentions towards me and towards fulfilling my needs, he would not have poured over the large map of the area on his desk at reception with me, working out how he could send me to Surrey Quays Train Station on a Wild Goose Chase!

May be the guy needs more training or he's a hopeless case, I don't know. Canada Water Library has a disturbing unpleasant problem - Did that Male Black Librarian try to discourage me from joining the Library because I was Female and Black? - A case of "No Blacks Round...

Updates: Dear Director Of Strategy & Commissioning,

Canada Water

I am writing to complain about an issue with Libraries and their managers.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

During the communication with the Southwark Council, the topic of their policy application was brought up; however, there was no mention of consistency and fairness, which I was concerned about.

I regret to inform that despite my best efforts, I have not yet received a satisfactory response from Southwark Council regarding my concerns about the conduct of the library manager on a particular day. May I humbly request your assistance in resolving this matter?

Southwark Council insists that they are following rules and procedures. However, after numerous attempts with the librarians, the library manager refused to address my needs that day and made inappropriate remarks: 'I am the library manager; make a complaint.'

Here is what happened: I recently voiced my concerns to Brian Cape, the line manager of the Canada Water Library managers Mary and Richard, regarding their behavior. However, I am disappointed with the way the situation has been handled. I believe the quality of service is judged by the recipient's perception, not the provider's. I believe the library has yet to face public scrutiny for its services. Attached to this message is all of the correspondence I've had with Brian Cape. Excellent Libray of things but there is downside in the library - The rude library manager, Mary and Richard. On Sunday, I had a conversation with Mary, the manager of Canada Water Library regarding a recurring issue where someone consistently occupied two desk spaces, leaving me unable to use my usual sitting area on multiple occasions. This person doesn't use the other desk but leaves a few books and a coffee cup on it. I asked the manager for assistance to make the desk available, as one of the librarians said to me but was repeatedly advised by the manager to sit elsewhere. This was not a feasible solution because I required a quiet area to listen to online learning materials with audio equipment.

Although Sundays are less crowded, the library is always packed on weekdays. If I arrived late, I would have to wait for an available seat. It doesn't seem fair; the library would be chaotic if everyone took up two desk spaces. When asked if I could take up two desks, the manager said 'absolutely.'

Unfortunately, I was disappointed with the communication from the library manager. Although I did not use the word 'complaint', the manager responded with statements like "I am the library manager" and "If you want to complain, make a complaint." Some other library users also mentioned it was weird that they would not just say anything...

After quite a few bad reviews, primarily on noise and rudeness and the library’s NOT so good spot as a workplace, I had to check it out. What I found was:

ON NOISE: YES, there is a children’s play section on the middle floor. NO, it is not noisy when I am here, although in the middle of the summer with quite a few families here, but there is some noise. YES, I would recommend earplugs or noise canceling earphones if you are sensitive like I am. I always carry my Bose, and put music on if need be. I can however believe that it can be rather noisy with a school class of children. BUT, after 10 days in London, being autistically sound sensitive, this is one of the quietest places I have come across, MUCH more quiet than your typical (silent) cafe.

RUDENESS and bad mgmt: no idea 🤷‍♂️. But it if it gets noisy here, it is primarily due to the design flaw of putting a children’s section in the middle of an open wall less library, not primarily to inattentive parents and staff I would say.

INTERNET: No, internet is NOT slow. I get 47 MBIT down and 23 up, VERY good.

NICE: yes, quite nice and a quiet feel to it. You can find a good spot, put those noice cancelling headphones on, play music, and be happy. With, or without a view to increase/reduce sensory input. There are many different kinds of spots to choose between.

SILENT FEEL: the soft mat dampens the noise. Even when a little noisy, the noise is not as hard as you might think, given some of the reviews.

5 stars to counter some of the overly...