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Operational policy for collections access

This policy covers access to collections at Tower Hamlets Local History Library and Archives (THLHLA). It aligns with wider council’s Customer Service policies.

AUTHORS: Tamsin Bookey, Richard Wiltshire, Annette Mackin, Robert Jones

ISSUE DATE: August 2023

NEXT REVIEW DATE: April 2025

APPROVED BY: Raj Chand, Director of Customer Services, 17 May 2023

THLHLA facilitates access to its collections:

  • free of charge
  • without the need for an appointment or reservation. Exceptions are: larger group visits, uncatalogued collections and during emergency arrangements such as under a Pandemic.
  • in its public Reading Room in the library at 277 Bancroft Road, Mile End.

There are two members of staff on duty in the Reading Room. They help visitors find the information they need. Staff also assist in reading and interpreting material.

The front entrance to the building has an accessible ramp. This complies with Building Regulations, Part M. There is an accessible lift to the first floor, where the reaching room is located. An induction loop system assists those with a hearing impairment.

The reading room open to the public for 28 hours per week on average, at the following times:

  • Tuesday 10am-4.30pm
  • Wednesday 10am-4.30pm
  • Thursday 10am-7pm
  • Saturday: the first and third Saturday of each month 10am-5pm

In addition, the building is open for exhibitions, meetings and room hire on these days:

  • Monday, Tuesday, Wednesday and Friday 10am-5pm
  • On Monday and Friday lunchtimes, the exhibition will be closed for lunch between 1-2pm
  • Thursday 10am-7pm
  • 1st and 3rd Saturdays of the month, 10am-5pm

THLHLA provides public access to its collections as follows.

3.1 Collections are made available to those who have:

  • registered as a user of THLHLA
  • agreed to follow Reading Room Regulations
  • completed and signed the Register of Visitors

3.2 Collections are available unless:

  • There is a statutory exemption prohibiting access, such as data protection
  • The owner/depositor of the material has placed a restriction on access
  • Access is likely to cause physical harm to collections
  • There is an alternative copy available
  • The collections are uncatalogued without a finding aid for staff to identify material for users

3.3 People visiting in person to use collections are welcome to:

  • Explore User Guides written by staff. These are available on the website
  • Use additional hardcopy card indexes to help identify materials which may assist their research
  • Consult original archives and library material
  • Use surrogate copies of materials held at THLHLA or elsewhere
  • Access the internet free of charge in connection with their research using public PCs or Wi-Fi provided
  • Consult staff about the collections, research skills, and other avenues of research
  • Take their own photographs or photocopies of material for a fee. This is subject to public photocopying procedure
  • Order digital copies of material for a fee

3.4 Access to the collections from a distance

THLHLA welcomes enquiries to

People wanting to use collections from a distance can:

3.5 Access to copies from items in the collections

THLHLA supplies high resolution digital copies of material to people who have:

  • received a quotation for the cost of the copies
  • paid in advance for the copies
  • completed and signed a copyright declaration form for each item requested

Visitors to THLHLA carrying out personal research only may:

  • purchase a daily camera permit
  • use their own cameras to make photographic copies
  • complete a digital camera permit form where they list items photographed
  • sign a copyright declaration

THLHLA makes and supply copies of material from its collections unless:

  • There is a statutory exemption prohibiting copying
  • The owner/depositor of the material has placed a restriction on copying
  • Copying is likely to cause harm to the material. This can be due to physical condition or larger formats
  • Copying is likely to cause an infringement of copyright legislation

3.6 Access for groups of people

THLHLA welcomes visits from groups including:

  • families and friends
  • adult learners
  • community groups
  • leisure interest groups
  • schools, colleges and universities.

THLHLA does not usually charge for general group visits. But we can do so for specially commissioned workshops or where external funding has been provided for this purpose.

3.7 Access to archives containing personal information

THLHLA provides access to collections in compliance with current legislation including the:

  • Data Protection Act 2018
  • Freedom of Information Act 2000

Most catalogued archive collections are freely open and accessible to the public.

Some records contain personal data/sensitive personal data. Access is restricted to protect those to whom they relate. These include records:

  • about pupils within school admission registers
  • on membership
  • employee records, such as staff registers

THLHLA’s archivists are responsible for assessing archive material during accessioning and cataloguing. Those records which are found to contain personal data are restricted for a set period:

  • 84 years for records of adults
  • 100 years for records of children

This time is calculated from the 1st of January of the year following the latest date of the file or item.

The restriction protects those whose personal information is contained within. This is because they have not given consent for their personal information to be publicly available. This especially refers to sensitive personal data, such as:

  • information about a person’s health
  • racial or ethnic origin
  • religious beliefs
  • political opinions
  • trade union membership
  • sexual life
  • details of criminal offences

Information about restricted records is made publicly available on the online catalogue. The physical records are also clearly marked by staff with the restriction.

People are welcome to ask for access to information about themselves which is in archives by submitting a Subject Access Request. An archivist will assess the request and search the relevant records. They will liaise with the council’s Data Protection Officer.

A copy is made of the personal information found which relates to the individual. This will be provided to them in compliance with Data Protection legislation. Some records contain the personal data of other people, which cannot be separated out the information will not be produced. Examples include registers or files recording many people.


3.8 Statutory framework

THLHLA works within the following legal framework:

  • Local Government (Records) Act 1962
  • Local Government Act 1972: s224 and 226(5)
  • Local Government (Access to Information) Act 1985
  • Public Records Act 1958 (especially s3(6) and s4(1)) as amended 1967
  • Church of England Parochial Registers and Records Measure 1978, amended 1992
  • Manorial Document Rules, 1959-67
  • Data Protection Act 2018
  • Freedom of Information Act 2000
  • Representation of the People Act 2000
  • Environmental Information Regulations 2004
  • Equality Act 2010

THLHLA aims to meet the Archives and Records Association UK and Ireland ‘PSQG, Access Standard 2008’.

4.1 Staff assisting individuals visiting in person will:

  • Be friendly and helpful
  • Sign-post guidance and fees
  • Make reference to policies and procedures
  • Protect personal data in accordance with the Data Protection Act 2018
  • Provide lockers for the security of personal possessions which cannot be kept in the Reading Room
  • Provide access to the catalogue, Ancestry Library Edition, British National Newspaper Archive, and indexes, guides and reference books. These are to help identify, use and understand the collections
  • Help identify relevant collections. This includes professional advice about the material and how to use them for research or other activities
  • Produce material on demand throughout the day, until 30 minutes before closing time. We aim to produce these within 30 minutes of requests or to explain why there are not available
  • Provide copies of documents for a fee. This is in accordance with our copying policy and current charges. Staff will explain why an item is unsuitable for copying
  • Facilitate payments such as publications from the shop and for copies. On Thursdays the last payment time is 45pm. On Saturdays the last payment time is 4.45pm

4.2 Email and letter enquiries - staff will:

  • Reply within 10 working days of receipt
  • Write in a friendly and professional manner
  • Search finding aids and collections for a maximum of 30 minutes to answer an enquiry. This includes the time to make the response
  • Suggest alternative sources for research
  • Reply in compliance with relevant legislation

4.3 Telephone enquiries - staff will:

  • Reply in a friendly and professional manner
  • Answer basic enquiries at once or phone back within an agreed time
  • Advise enquirers with more complex requests to write by letter or email, or to visit in person

On Thursdays and Saturdays, telephone calls are answered up to 15 minutes before the Reading Room closes. In the last 15 minutes staff will be preparing closure of building.

4.4 Visitors using to the Reading Room are expected to:

  • follow Reading Room regulations. Guidance is written on the back of the Reader Registration form
  • sign the visitor’s register each visit. This is to agree to observe regulations and for reasons of fire safety
  • handle documents and books with care with advice from staff
  • ask for help if unsure how to handle items
  • only use pencils to make handwritten notes
  • ask staff questions with information to help them understand and answer your query
  • treat staff with courtesy, as visitors would also expect to be treated

Staff welcome feedback

  • help improve our service by giving feedback via our comments form and monitoring and evaluation forms
  • Visitors are encouraged to speak to staff to raise any issues
  • Visitors who not satisfied with the response, are welcome to ask to speak to the Heritage Manager, Tamsin Bookey; or write to her at Tower Hamlets Local History Library and Archives, 277 Bancroft Road, London E1 4DQ. Email: localhistory@towerhamlets.gov.uk

If a visitor feels an issue has not been resolved, they can ask for the council’s official complaint form. Forms for compliments, comments and complaints about the service are also available via the council’s website.

THLHLA is committed to widening enjoyment and understanding of its collections in all sectors of the community. A priority is to reach out to more borough residents.

Engagement with family, community or local/geographic/house history can produce positive social outcomes. For example:

  • improved mental and emotional wellbeing
  • learning and research skills leading to increased educational attainment and employability
  • community cohesion and increased sense of place revealed in local history sources

Events and exhibitions promote the collections. Outreach also includes local history walks and talks, often done in partnership with local groups. They are to encourage people to enjoy and explore their heritage.

An Access Plan includes strands for strategic public engagement. This covers specific local history themes or communities where the service aims to achieve a greater level of engagement. The priorities are drawn from:

  • analysis of usage statistics revealing under-served audiences
  • population demographics for Tower Hamlets
  • exploring known gaps in the collections
  • stakeholder requests or feedback
  • centenaries of relevant events and other key historic anniversaries
  • staff suggestions and reflection, drawn from awareness of user interests