High Life Highland is proud to share that our library service has been awarded the Customer Service Excellence Standard — one of the most rigorous measures of public service quality in the UK.
The award is developed by the Cabinet Office and recognises organisations that demonstrate a strong understanding of customer needs, a consistent focus on delivering excellent customer care, and high-quality, accessible services. To retain the accreditation, services are reassessed annually against strict criteria.
What the assessment found
The required benchmark is 80% compliance across five core areas. Our libraries didn't just meet it — they achieved 100% full compliance.
On top of that, the service was recognised as 'Compliant Plus' — a sector-leading designation — in 19 individual elements.
As part of the evaluation, an external assessor visited a sample of libraries, speaking with customers, partners and staff, and observing service delivery firsthand. Customers highlighted the excellent rapport demonstrated by our staff and their understanding of individual needs and preferences. The assessor noted that a strong focus on putting the customer first is central to the service's success.
John West, Director of Culture and Learning at High Life Highland, said: "I'm delighted that our libraries have achieved this prestigious award. It recognises the dedication and professionalism of our staff across the region and reinforces our commitment to delivering the highest standards of service.
"Just as importantly, it shows that we are listening to our customers and continuing to adapt and respond to their changing needs."
It recognises the dedication and professionalism of our staff across the region.
Director of Culture and Learning, High Life Highland
A busy summer ahead
The award comes at a great time, with our library teams gearing up for a packed summer of activities.
The Summer Reading Challenge returns this year, encouraging primary school children to read six books over the summer holidays and collect stickers and rewards along the way.
Our library service, along with the Highland Archive Service and our Countryside Rangers, will also be at Belladrum this summer, offering nature-themed activities, badge-making and storytelling.
And there's plenty more on offer through our School's Out summer programme — from Lego challenges and treasure hunts to nature clubs, art workshops and music lessons.
Come and see us
We operate 44 public libraries across the Highland region — some standalone, others within community centres or schools — welcoming almost two million visits every year.
Whether you're dropping in for the Summer Reading Challenge, joining a holiday activity, or just looking for your next great read, there's a warm welcome waiting for you.
Find your local library
Explore what's on at your nearest High Life Highland library this summer.
