Tuesday, 21 April 2020

Frequently Asked Questions

Libraries FAQ
Please check our FAQ’s below for information and updates on our services.
How do I access the Library’s eResouces?
We have an extensive range of resources such as eAudiobooks and eBookseNewspapers and eMagazineseComicsFilms and Music concertsSCRANAncestryTheory Test Pro, and lifelong learning courses such as The Great CoursesUniversal Class and Language learning.  Please click the links above for more information on accessing each resource.

Ancestry Library Edition has also been made available to access at home until the end of August. Click here for information on how to access.

If you are having difficulties accessing our eResources please email aslibraries@eastlothian.gov.uk with your name, library membership number, contact email address and a description of the issue.

Why is there a queue for the eBook / eAudiobook I want?
Due to licensing restrictions many titles are limited to one user per copy.  We buy titles on a regular basis on both RBdigital and Borrowbox to provide borrowers with a range of choice.

We’ve also bought some simultaneous access titles as part of our Digital Blether on Borrowbox which means there are no waiting times on these titles.  RBdigital also has some eAudiobook titles that are available as multiple access.

We have also added World Book Night titles and children's eAudiobook titles to RBdigital. From 1st May, a further 250 children's titles will become available on RBdigital.

Borrowers can also register for Ulverscroft's uLibrary and gain access to 500 exclusive eAudiobook titles from bestselling authors until the end of July. Please click here for information.

I'm not library member but would like to access eResources. Can I do this? 
Yes. You can join as an online member and use your online membership number to register with our eResources. Click here to join.  Once the libraries re-open you can upgrade to a full membership which would give you access to physical resources within the library.

How long will the library be closed for?

Preparations are underway to introduce a phased re-opening of library services in East Lothian. 

  • As of 10th August Haddington Library will re-open for visitors for browsing and PC. Revised opening hours will be in operation and an appointment system will be in placeHaddington Library will still be providing a Click and Collect service.  
  • As of 3rd August Musselburgh Library will be providing a Click and Collect Service
  • As of 10th August Dunbar Library will be providing a Click and Collect Service. 
  • From 17th August North Berwick Library will be providing a Click and Collect Service.
  • As of 24th August Musselburgh Library will re-open for visitors for browsing and PC use. Revised opening hours will be in operation and an appointment system will be in place. Musselburgh will still be providing a Click and Collect Service.
  • As of 31st August Tranent Library will be providing a Click and Collect Service and Dunbar Library will re-open for browsing and PC use by appointment only. Revised opening hours will be in operation and an appointment system will be in place
For information and guidance on visiting Haddington Library, Musselburgh Library or Dunbar Library please click here.

To order items via Click and Collect please click here or telephone the library on 01620 827827 ( ask for relevant library)

We will be providing further information and dates with regard the services and opening of other East Lothian Council Libraries as they become available.

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My books are due for return soon, how can I return them?

If you currently have outstanding loans these can be returned to libraries that are currently open for Click and Collect or for browsing/ PC use . Please click here for list of libraries currently open. Information on opening times can be found here.

An appointment is not necessary to return items just place your items in the return box.   

Return bins are also available at the Brunton Hall, John Muir House and Port Seton Community Centre. 

However if you are unable to return your items please keep hold of them until your local library re-opens. All overdue fines are still suspended.

Will I be fined for any overdue books?
No, you won’t be fined as all overdue fines are still currently suspended.

Why can’t I reserve a book?
Reservations have been placed on hold whilst our libraries are closed.

I have received an email stating my reservation is ready to collect. Can I pick this up? 

We will contact customers who have reservations awaiting collection at each operational Click and Collect library to offer them a collection day and time. If your reservation is at a library that has not yet started Click and Collect, your reservation will remain until that library begins Click and collect and we will contact you at that point to arrange collection. 

When are Book Groups re-starting?

Private Book Groups can now arrange collection of new book group boxes. There are new procedures in place for collecting and returning book group boxes. Please read the guidelines by clicking the link below:

Please note that library based book groups are still currently suspended until further notice.

How do I get hearing aid batteries?
Hearing aid batteries are now available from Haddington Library, John Muir House, Brunton Hall, Musselburgh Library, Dunbar Library, North Berwick Library, Tranent Library, Longniddry Library and from the 28th of September Port Seton Library. No appointment is necessary.

Alternatively you can telephone Audiology on 0131 536 1637 between 10am-1pm & 2pm-4pm or email on audiology@nhslothian.scot.nhs.uk and they will post batteries to you or email libraries@eastlothian.gov.uk.

If you need Domes or tubes please contact Audiology at the number or email address. 

What about registrations appointments?
Please click here for information on registrations.

Are the Customer Service desks open?

As of Monday 20 July 2020, public opening hours at the Brunton Hall and John Muir House will be 10 am – 4 pm. 

Only those customers who have been given appointments by staff, or are in need of urgent assistance, should attend during these hours.  If anyone is attending these facilities for an appointment, it is recommended that you wear face coverings and these will be provided at the facility.  If customers arrive without an appointment and need to be seen, their details will be taken and kept for 21 days in the event of Test and Protect tracing.

Wherever possible, customers should look on the Council website, request services online or phone the appropriate number.

How do I apply for a blue badge?
Please apply for a blue badge online. Click here.  If you're unable to upload the supporting evidence these can be brought to John Muir House or Brunton Hall. Please see question above for opening hours.

We are only accepting new blue badge applications at John Muir House. To make an appointment for assistance please phone 01620 827827 and ask for Customer Services at John Muir House.

Can I apply for a bus pass?

We can now accept applications for first time applications, as well as replacements and renewals. 

Applicants should support their applications in an electronic format (scans/photos). Please email scans/photos to haddington.library@eastlothian.gov.uk
  or customerservicesmusselburgh@eastlothian.gov.uk 

If you are unable to email copies or don't have access to the internet please telephone Haddington Library on 01620 820680 or Musselburgh Library on 0131 653 5130 to arrange an appointment. 

For first time applications please email with your name, address, DOB, phone number. You will also need to scan and email proof of age, proof of address and a suitable photo.

For disability bus pass applications please email with your name, address, DOB, phone number, a suitable photo, proof of ID and proof of address. You will also need to email proof of disability. 

If we have not answered your query please email libraries@eastlothian.gov.uk or contact the Switchboard on 01620 827827.  Please note that individual library telephone numbers and emails are currently offline. 
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