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Hook & Chessington Library

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Bowes Road Library

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TLC: Surrey

Surrey Libraries

Dark Theme

Light Theme

<div><div><div class="row">
<h1 class="pb-4" style="text-align: center;">Welcome to Surrey Libraries</h1>
<div class="col-md-4 px-5" style="text-align: left;">
<h2 class="mt-4">Policies</h2>
<ul class="mt-3 px-3">
<li style="line-height: 2;"><a href="https://libraries.surreycc.gov.uk/digital-content/surrey-libraries/accessibility-statement"><u>Accessibility statement</u></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/website/cookies"><span style="text-decoration: underline;">Cookies policy</span></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/council-and-democracy/your-privacy"><u>Privacy and data protection</u></a></li>
<li style="line-height: 2;"><a href="https://libraries.surreycc.gov.uk/contact-us"><u>Contact us</u></a></li>
<li style="line-height: 2;"><a href="https://yourlibraryapp.com/Privacy.htm"><u>Site Privacy Policy</u></a></li>
</ul>
</div>
<div class="col-md-4 px-5" style="text-align: left;">
<h2 class="mt-4">Useful links</h2>
<ul class="mt-3 px-3">
<li style="line-height: 2;"><a href="https://pcbookings.surreycc.gov.uk/netloan/Login.aspx"><u>Book a computer</u></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/news-and-events/news"><u>News</u></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/news-and-events/digital-activities"><u>Events and activities</u></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/people-with-disabilities/libraries-direct"><u>Library Direct Home Service</u></a></li>
<li style="line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/people-with-disabilities"><u>People with disabilities</u></a></li>
<li style="line-height: 2;"><a href="https://forms.office.com/e/raTnXYseSN"><u>Feedback form</u></a></li>
</ul>
</div>
<div class="col-md-4 px-5">
<h2 class="mt-4" style="text-align: left;">Online services</h2>
<h3 class="mt-3" style="text-align: left;">My Library App</h3>
<p class="mt-3" style="text-align: left;">Lets you search for, reserve, borrow and renew Surrey Library titles wherever you are. You can also keep track of events and local news.</p>
<ul class="mt-3 px-3" style="text-align: left;">
<li style="line-height: 2;">Download the app from <a href="http://www.yourlibraryapp.co.uk/surrey/"> <u>your app store</u>.</a></li>
</ul>
<h3 class="mt-3" style="text-align: left;">Online resources</h3>
<ul class="mt-3 px-3">
<li style="text-align: left; line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/borrow-or-renew/ebooks-eaudiobooks-emagazines-eNewspapers" target="_blank" rel="noopener"><u>eBooks, eAudiobooks, eMagazines</u></a></li>
<li style="text-align: left; line-height: 2;"><a href="https://www.surreycc.gov.uk/libraries/learning-and-research/adult-online-reference-shelf"><u>Online reference shelf</u></a></li>
</ul>
</div>
</div></div></div>

Surrey

#000000

bookshelf

Bookshelf

digital-content

surrey-libraries

how-do-i

<h1>How do I...?</h1>
<p>&nbsp;</p>
<p>Please be aware that we have some outstanding faults on the system. These have been reported and we await a resolution. If you feel the system is not working as you'd expect, please check the <a href="https://libraries.surreycc.gov.uk/digital-content/library-systems-status" target="_blank" rel="noopener">Library's System Status page</a> before contacting us.</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<h2>Page contents</h2>
<p>&nbsp;</p>
<ul>
<li><a href="#renew">Renew my loans</a></li>
<li><a href="#request">Request an item using the online library catalogue</a></li>
<li><a href="#contact">Contact the library service</a></li>
<li><a href="#login">Log in to my account</a></li>
<li><a href="#pin">Reset a forgotten PIN</a></li>
<li><a href="#join">Join the library</a></li>
<li><a href="#links">Useful links</a></li>
</ul>
<p>&nbsp;</p>
<h2 id="renew">Renew my loans</h2>
<p>&nbsp;</p>
<h3>Renew online</h3>
<p>&nbsp;</p>
<p>Watch our YouTube video: <a href="https://www.youtube.com/watch?v=tgsoyMA1G3s">Surrey Libraries online catalogue: Renewing your loans</a> and/or follow the instructions below.&nbsp;</p>
<p>&nbsp;</p>
<ul style="list-style-type: square;">
<li>Starting on the home page or Bookshelf.</li>
<li>You will see navigation options along the top which will stay here whatever screen you are on.</li>
<li>Choose the Account icon (top right), and then choose the option to Log in.</li>
<li>The next screen will allow you to enter your library borrower number and PIN.</li>
<li>Your current loans will appear on the tab called My Shelf.</li>
<li>Each of your loans shows how many remaining days are left of your loan under the book jacket.</li>
<li>You can either renew your loans one at a time by clicking on the book jacket and selecting the Renew button.</li>
<li>Click Proceed.</li>
<li>You will get a confirmation message to say that your loan has been renewed successfully.</li>
<li>To renew more than one, or all of your loans click the Renew all button.</li>
<li>If you want to renew all of your loans, leave the De-select all button ticked.</li>
<li>If you want to renew some of your loans, click the De-select all button and then click the tick-box next to the items you want to renew.</li>
<li>Click Renew selected and you will get a yellow bar notification next to each item that was renewed and a pop-up confirmation message to say that your selected loans have been renewed successfully.</li>
<li>Click Done to go back to the My shelf screen. You'll notice that the number of days remaining has been updated under each of your loans.</li>
</ul>
<p>If an item cannot be renewed because it has been reserved by another customer or you have reached the renewal limit, you will not see an option to renew on the individual item, and it will appear in a section called Loans Not Available to Renew in the Renew All menu.</p>
<p>If you have any problems renewing your loans please contact us&nbsp;<a href="https://libraries.surreycc.gov.uk/contact-us" target="_blank" rel="noopener">using the form in the Account menu</a>.</p>
<h3>&nbsp;</h3>
<h3>Other ways to renew your loans</h3>
<p>&nbsp;</p>
<p>See our webpage: <a href="https://www.surreycc.gov.uk/libraries/borrow-or-renew/renewal" target="_blank" rel="noopener">Renewing library items</a>.&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<h2 id="request">Request an item using the online library catalogue</h2>
<p>&nbsp;</p>
<p>Watch our YouTube video: <a href="https://youtu.be/FByS2s9vjtc?si=lwyVvRO52QUok6W1" target="_blank" rel="noopener">Surrey Libraries online catalogue: reserving an item</a> or follow the instructions below.&nbsp;</p>
<p>&nbsp;</p>
<h3>How to request a title</h3>
<p>&nbsp;</p>
<ul>
<li>You will need to be a library member. If you are not already a library member, you can join at <a href="https://www.surreycc.gov.uk/libraries/your-library/find-your-nearest" target="_blank" rel="noopener">your nearest library</a>. Please bring with you some identification with your name and address on, such as a driving licence, bank statement or recent utility bill. You can also <a href="https://www.surreycc.gov.uk/libraries/your-library/join-your-library" target="_blank" rel="noopener">join the library online</a> but will need to collect a permanent library card to request items.</li>
<li>Start by logging in to your library account. Choose the Account icon (top right), and then choose the option to Log in.</li>
<li>The next screen will allow you to enter your library borrower number and PIN.</li>
<li>Find a title by searching the <a href="https://libraries.surreycc.gov.uk/bookshelf">online library catalogue</a>.</li>
<li>Click on the title you wish to request.</li>
<li>From the window that displays choose the correct format of item (such as book, eBook, eAudiobook).</li>
<li>Use the left and right arrow buttons to select the correct edition of the item (such as hardback, paperback, large print).</li>
<li>Use the Place Reservation button. <strong>Please note:</strong> If you are not logged in to your library account, choosing the Place Reservation option prompts you to log in.</li>
<li>From the window that displays, click Please select to see a list of pickup locations. Select the pickup library from the drop-down list and click Place Reservation.</li>
<li>A message displays confirming the reservation fee. Click OK to continue with the reservation. A box appears that tells you whether or not the reservation was successfully placed.</li>
<li>You can manage your holds from the My Account page, but you cannot place a hold from My Account.</li>
<li>You can check the status of your requested item at any time by logging into <a href="https://libraries.surreycc.gov.uk/user/login">your account</a> or you can <a href="https://www.surreycc.gov.uk/council-and-democracy/contact-us/libraries">contact us</a>.</li>
<li>Please note that you may be charged for this service. See our <a href="https://www.surreycc.gov.uk/libraries/your-library/library-services-and-charges/charges-for-requested-items" target="_blank" rel="noopener">charges for requested items</a> or ask staff for details.</li>
</ul>
<p>&nbsp;</p>
<h2 id="contact">Contact the library service</h2>
<p>If you feel the system is not working as you'd expect, please check the <a href="https://libraries.surreycc.gov.uk/digital-content/library-systems-status" target="_blank" rel="noopener">Library's System Status page</a> for known issues before contacting us.</p>
<p>To contact us online, please use <a href="https://libraries.surreycc.gov.uk/contact-us" target="_blank" rel="noopener">the form in the Account menu</a>. Account Menu in the top right of this page.&nbsp;</p>
<p>&nbsp;</p>
<h3>Other ways of contacting us&nbsp;</h3>
<p>&nbsp;</p>
<p>Please see our webpage: <a href="https://www.surreycc.gov.uk/council-and-democracy/contact-us/libraries" target="_blank" rel="noopener">Contact the library service</a>.</p>
<p>&nbsp;</p>
<h2 id="login">Login to my account</h2>
<p>&nbsp;</p>
<ul>
<li style="list-style-type: square;">You will need your borrower number and PIN</li>
<li style="list-style-type: square;">Choose account at the top right of the page</li>
<li style="list-style-type: square;">and select login from the drop down menu</li>
<li style="list-style-type: square;">Complete the pop up login box</li>
<li style="list-style-type: square;">Remember to scroll down and select login</li>
<li style="list-style-type: square;">Once logged in your name should appear in the top right of the screen</li>
<li style="list-style-type: square;">Select your name and from the drop down menu select account.&nbsp;</li>
</ul>
<h2>&nbsp;</h2>
<h2 id="pin">Reset a forgotten PIN</h2>
<p>&nbsp;</p>
<ul>
<li style="list-style-type: square;">Follow the instructions above to login and then select the option within the login box to reset your PIN</li>
<li style="list-style-type: square;">The PIN reset box will appear and you need to enter your borrower number.</li>
</ul>
<h2>&nbsp;</h2>
<h2 id="join">Join the library</h2>
<p>&nbsp;</p>
<p><a href="https://libraries.surreycc.gov.uk/user/register">Complete the registration form online</a>.</p>
<p>You can also open the form by:</p>
<ul>
<li style="list-style-type: square;">Choosing account at the top right of this page</li>
<li style="list-style-type: square;">and select join.&nbsp;</li>
</ul>
<p>Please fill in all the sections marked with an asterisk, including the library at the bottom of the form. Once registered you will receive a confirmation email which you must acknowledge. If time lapses you can request another confirmation email, see details in the confirmation email.&nbsp; &nbsp;</p>
<p>For more information about joining the library and how to join in person at one of our libraries, please see our page: <a href="https://libraries.surreycc.gov.uk/digital-content/join-the-library">Join your library</a>.&nbsp;&nbsp;</p>
<p>&nbsp;</p>
<h2 id="links">Useful links&nbsp;&nbsp;</h2>
<p>&nbsp;</p>
<ul>
<li style="list-style-type: square;"><a href="https://libraries.surreycc.gov.uk/digital-content/libraries">Find a library</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/borrow-or-renew/renewal">Renew my loans</a></li>
<li style="list-style-type: square;"><a href="https://libraries.surreycc.gov.uk/search" target="_blank" rel="noopener">Search the catalogue</a></li>
<li style="list-style-type: square;"><a href="https://libraries.surreycc.gov.uk/contact-us">Contact the library service </a></li>
<li style="list-style-type: square;"><a href="https://pcbookings.surreycc.gov.uk/netloan/Login.aspx">Book a computer</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/news-and-events/news">Find out the latest library news and updates</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/news-and-events/regular-events-reading-groups">Find out about events and activities at your nearest library</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/people-with-disabilities">Find out about services for people with disabilities</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/people-with-disabilities/libraries-direct">Find out about the Library Direct Home Service</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/borrow-or-renew/borrow-or-request-items-from-the-library/ready-reads">Use the Ready Reads services</a></li>
<li style="list-style-type: square;"><a href="https://www.surreycc.gov.uk/libraries/volunteering">Volunteering in libraries</a></li>
<li style="list-style-type: square;"><a href="https://customer.surreycc.gov.uk/libraries-stock-suggestion">Suggest a title</a></li>
</ul>
<p>&nbsp;</p>
<p>Watch our YouTube video: Surrey Libraries online catalogue: an introduction</p>
<p><iframe title="YouTube video player" src="https://www.youtube.com/embed/y3CyjZpwUfw?si=gbf5VAjwIcrT_GYt" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen"></iframe></p>

How do I...?

library-systems-status

<h1>Library system status</h1>
<p>Please check here for any service and system wide technical issues. Local issues will be notified on the individual branch page: <a href="https://www.surreycc.gov.uk/libraries/your-library/find-your-nearest" target="_blank" rel="noopener">Find your nearest library</a>.&nbsp;<br /><br /><br /></p>
<ul class="mt-3" style="list-style-type: square;">
<li><strong>Library catalogue:</strong><br />
<ul class="mt-3" style="list-style-type: square;">
<li><strong>Brave browser: </strong>Due to the browser's Advanced Privacy features which by default prevent the essential cookies from being set for the web app and therefore affect its operation. Please turn the Shields feature off in the browser and refresh the page. This will help set the essential cookies up and launch the app. You can then leave the shields off or switch them on. The app developers are working to find a permanent solution.</li>
<li><strong>Removing items from migrated wish lists: </strong>This is a known fault and has been reported. New wish list are fully working. Please create a new list and add your existing wish list items to it. Click each item, click the plus sign and add the item to the new list. Then delete the faulty wish list.</li>
<li><strong>Viewing linked accounts within your own account: </strong>Unfortunately you cannot view your linked accounts on the website at the moment. &nbsp;We will be looking to add that functionality back into the new system as soon as we can. For the moment you can still set up linked accounts on our app: <a href="http://www.yourlibraryapp.co.uk/surrey/" target="_blank" rel="noopener">Surrey libraries app</a>.</li>
<li><strong>Reserving eBooks and eAudio books: </strong>When searching our main catalogue for eBooks and eAudioBooks, if the item is not available and you choose to place a hold, you will get an error message. There are no faults when the item is available for loan. There are no issues when using the eBook platforms directly. Visit our&nbsp;<a href="https://www.surreycc.gov.uk/libraries/borrow-or-renew/ebooks-eaudiobooks-emagazines">eBooks, eAudiobooks, eMagazines information page</a> for more details on how to access our eBook collections.</li>
<li><strong>Items held at Surrey History Centre not showing when an All Surrey Council Libraries search area is set:&nbsp;</strong>This has been reported as a fault. Items can be found if the 'Search Area' is changed to 'All locations'.</li>
</ul>
</li>
<li><strong>Library customer accounts:</strong> no issues reported</li>
<li><strong>Public computers:</strong> no issues reported</li>
<li><strong>Public Wifi:</strong> no issues reported</li>
<li><strong>Computer booking system:</strong> no issues reported</li>
<li><strong>Printing: </strong> no issues reported</li>
<li><strong>App:&nbsp;</strong>There is a fault with our app which causes members of user groups to drop off. We are aware of this issue caused by a bug and our developers are trying to fix the issue. &nbsp;</li>
</ul>
<p class="mt-3">If you are experiencing issues not mentioned above, please <a href="https://libraries.surreycc.gov.uk/contact-us" target="_blank" rel="noopener">contact the library service</a>.&nbsp;</p>
<p class="mt-3">&nbsp;</p>

Forever.

By: Richard, Cliff.

Lists: