Kent's Home Library Service

Like most other public library services, Kent has a Home Library Service which delivers books and other library materials to people at home if they find it difficult or impossible to get to a library, usually because of ill health, disability or caring responsibilities. 

The Home Library Service is provided through local libraries and coordinated by library staff, while volunteers deliver books and other materials to customers through our Time to Give volunteering programme. We currently have around 530 customers, and 214 Home Library Service volunteers. 
 

Measuring customer satisfaction

I have recently reviewed and developed our annual satisfaction survey, which is now sent to all customers. We use a questionnaire to ask about customers’ satisfaction and the impact of the service so that we can better demonstrate this within Kent County Council. Customers also have the opportunity to comment on the service and let us know about anything we can improve. The survey is carried out annually, as we report satisfaction with the service to the Libraries, Registration and Archives steering group which consists of the Cabinet Member for Community and Regulatory Services; the Director for Growth and Communities; the Head of Libraries, Registration and Archives and other senior managers. 

The 2023 survey received the best response rate so far, with 49% of customers replying and a satisfaction rate of 99%. It revealed the service’s impact in the following ways: 

• 87% of respondents said that the service helped keep their minds active 
• 66% of respondents said that the service helped them continue to enjoy reading 
• 53% of respondents said that the service helped them feel healthier and happier 
• 53% of respondents said that the service helped them maintain their independence 
• 48% of respondents said that the service helped them feel less lonely 
• 47% of respondents said that the service helped them to keep learning 
• 16% of respondents said that the service helped them develop new interests or hobbies 
• 16% of respondents said that the service helped them find out about support or advice.

Respondents also had the chance to give free text feedback on the service and its impact. Here is a very small sample of their really powerful comments: 

My volunteer is the only person I actually see every month and I find her helpful and a nice person to speak to.

Having the library service has been for me so uplifting for my mental health.

I have always loved books. I love the fact that I get a large range of books chosen for me. I've read authors who I may not have picked myself.

The volunteer helped me to apply for a blue badge. I enjoy the visit of the volunteer. I value her visits as I have no family nearby - she is my social time!

Fantastic service, vital for vulnerable members of the community. Enables us to feel connected to others and still able to enjoy new books.

Your service has provided the research tools for me to write my first novel which I hope to publish soon.

It has helped me develop new interests [in] new authors.

Just nice to know that someone cares.

Spreading the Home Library Service message

These findings prompted our Head of Service to discuss the survey with the Libraries, Registration and Archives steering group. This was an ideal opportunity to advocate for the impact that the Home Library Service has for its customers, and ensure that key decision makers are aware of this. Steering Group members were impressed by the evidence of the real difference that the service makes to some of the most vulnerable members of the community. This ignited the interest of the then Cabinet Member, who focused on improving awareness and take up of the service. This resulted in a promotional campaign to enable more people to benefit from the Home Library Service.  

The campaign, led by our Service Manager for Marketing and Engagement, comprised two phases. Phase 1 focused on increasing the number of active volunteers in preparation for boosting take up of the service. This was a great success, resulting in applications from 138 new volunteers. 

We have now moved into Phase 2, the promotional campaign to increase awareness and take up of the Home Library Service. This is taking a targeted approach, working with partners who reach those who are unable to visit libraries. We are using a range of media to spread the promotion message far and wide. 

My experience of developing the Home Library Service survey and using the results to progress the service has highlighted the importance of advocating for the services that libraries provide. As library staff we may take it for granted that libraries support vulnerable and isolated people, but many others remain unaware of the services that libraries offer and the amazing impact that these can have. We must keep highlighting the difference we make and keep looking for opportunities by identifying key players and partners and finding openings for advocacy. One of our survey responders said “It has restored my quality of life”, and I remain committed to working to achieve this outcome for even more Kent residents. 

Following the Libraries Connected webinar on Home Library Services in April 2025, staff responsible for these services have been developing networks to keep in touch, share good practice and offer each other support. This has resulted in the establishment of a Libraries Connected network group, hosted on the Libraries Connected website. If you would like to join the group, please contact Laura.Gilbert@librariesconnected.org.uk.