Frequently Asked Questions

Frequently asked questions about the Library, and finding information.

General queries about Library Services

How do I get my library PIN (to access my library account online)?
Newly registered students should receive their PIN via email. However, if you have not received it, or you are a member of staff, please either email us or come to the Support Hub on Level 1.
How can I renew my books?

You can renew your books by logging into your library account via the catalogue (you will need your URN and PIN). You can obtain your PIN from the Support Hub or via email

Renewals are also possible over the telephone, using our 24 hour automated renewal service: 01483 689235 (URN and PIN required). 

For further information, please see our Borrowing page.

How do I get a replacement campus card and how much does it cost?
Replacement campus cards can be obtained from the Ask Me desk on Level 1 of the Learning Centre during library staffed hours.  
A charge of £8.50 will be made for the replacement of a lost card. Please visit our campus card page for more information.
Where can I top-up my campus card with photocopying credits?
The print credit machine is on Level 1 in the Whispers Café area (see Library Level 1 floor plan). You can also top-up your print credit online (minimum spend £5) using the EMOS payment system.
How can I have access to the Library if I am no longer a student?
University of Surrey alumni living in the UK can apply for free external membership to the Library. To do this, you can either log in to your Alumni account and request your alumni library card or contact the Alumni office in Senate House.
Alumni may have visitor access to our online resources, but cannot access electronic journals or databases off-campus.
Where do I hand in my Inter Library Loan form?

Please hand in your form at the Ask Me desk on Level 1.
Postgraduates (research) and academic staff can also submit an Inter Library loan request online.

Finding Information for Your Study

How do I find a book or journal?

Use the Library catalogue to find the exact shelf mark and location for each book. If you are searching for books on a particular topic, use a keyword search. Books in heavy demand are loaned for 1 day and placed in the Short Loan Collection on Level 1. 7 day loan and ordinary loan books are shelved on Levels  2, 4 and 5.

There is specific information on finding and using information on the Subjects web page; you can also pick up our handy library bookmark from the Support Hub and Ask Me desk on Level 1 on 'How to find a book in 5 steps.'

Can I borrow DVDs and CDs?
All CDs and DVDs are available as 1 day loans and are stored in lockable boxes on Learning Centre Level 2.
There is a self-service kiosk up on this level and unlocking device by the DVDs.
You can also borrow DVDs and CDs by using the self-service kiosks on Level 1.  The external boxes should be unlocked manually after leaving the exit gates, using the 'swipe through' un-locker located on the opposite wall.
You can return CDs and DVDs unlocked through the self-return system as usual.  Please ensure you check that the CD/DVD disc is in the box when you return it.
Staff may borrow AV material for up to a week on a temporary basis for teaching purposes, by prior arrangement with the relevant Academic Liaison Librarian.
NB:  It is illegal to copy any media format using the library AV equipment.  Anyone found copying media will be liable to Library disciplinary procedures.
How can I find out more about my subject?
Your subject page provides links to key subject resources available both in the library and online (accessible on and off campus), guides about using information for your studies, and links to additional resources.

Finance FAQ

Why do I have to pay fines for books which are late back?

Due to the number of students at the University, the Library has a high demand for its books and resources. In order to ensure fair access to our collections, items can be borrowed for different lengths of time (2 weeks, 1 week or 1 day), depending on their status. It is therefore important that books are returned on time in fairness to other users.

Fines are levied on items which are overdue. Please take a receipt from the self-service kiosk when borrowing items so that you know when they are due for return or renewal. Alternatively, you can check your borrower account online, or via our 24/7 telephone information and renewals line (+44 1483 689235).

What do you do with the money that you raise from fines?

The money that we raise from fines is used to purchase additional materials (books, CDs, etc.) or equipment (DVD players, etc.) for the library’s users.

Why did you charge me for losing my campus card?
Your campus card is your responsibility as a University of Surrey student. When this card is lost, you are liable to pay for the cost of a replacement. The reason why we charge for replacing lost cards is  because of the costs involved when producing a new one (the card itself, the equipment to produce it, and staff time to amend your record). If your card is stolen, rather than misplaced, we are happy to re-issue at no additional cost if you can produce a crime number and police statement. Your card will also be replaced if it is damaged through normal wear and tear. Please see our web pages for further information on replacing a campus card.
Why did you charge me for losing a book?
You are responsible for any books borrowed on your library account, so when books are reported as lost, you are liable to pay for the cost of a replacement. To calculate this cost, we charge you for the cover price of the book plus an administration fee to cover the staff time taken to order, process and prepare replacement items for the shelves.
Why did you charge me for taking a book out of the Library without it being issued to me?

The books in the library are a resource for all of our users.  Anyone removing a book without it being issued to them is questioned by Support Hub staff and their name recorded. If it is a genuine mistake, no further action is taken unless it happens several times. However, anyone removing security tags or deliberately trying to take an unissued item out of the library will be treated as having stolen it. The University treats such behaviour as anti-social, and has empowered the Library to fine those who behave in this way. Fines for this behaviour are passed to the Student Hardship Fund rather than to the Library, but we make an administration charge to replace a book, or to repair a damaged book, and to recoup our staff costs.

Why do you charge for photocopying?

As you would expect, we need to recoup the costs associated with providing a photocopying service (machines, paper, toner, etc.). We review the cost of photocopying from time to time and adjust it in light of the rates charged by other local suppliers. 

Remember that the copying facilities in the Library are of a higher quality and more flexible than those in local newsagents, etc.

Please see printing and photocopying costs for our current rates.

Where we are

University Library, George Edwards Building,  University of Surrey,  Guildford,  Surrey GU2 7XH,  United Kingdom T: +44 (0)1483 689235 F: +44 (0)1483 689500

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Page Owner: cg0016
Page Created: Thursday 18 September 2014 13:17:28 by cg0016
Last Modified: Friday 13 February 2015 10:20:40 by cd0020
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