Assessment of needs

This Strategic Needs Assessment provides an evidence base for the Council to utilise when determining how public library services will be delivered for the residents of Cumberland going forward.

Cumberland covers a large geographical area and despite being deemed a “Largely Rural” local authority has a mix of built-up areas with a number of larger towns. The delivery of services, including a library service, in such a location presents complexities and the library usage data and resident feedback highlights the need to target provision effectively to meet local needs including in areas of rurality and deprivation.

The engagement results provide a snapshot of resident experience and aspiration. However, despite extensive attempts to encourage participation through multiple and channels over a period through outreach activities and communications, take up was limited. The number of respondents is a very small proportion of overall Cumberland Library members, which in itself, is a small percentage of the entire resident population of the area.

Cumberland Council is also aware of some limitations in the survey exercise. The questionnaire was long, in terms of questions, which is reflected by a falloff in detailed responses; respondents reflected back that one question was flawed; and in some areas respondents were invited to give feedback on set ideas, which lead them to consider set views, albeit they also had chance to return additional comments via free text.

Taking that into consideration, the themes arising from the survey have been relatively consistent so whilst acknowledging these limitations, the feedback is useful and considered valid.

Demographic data highlights the need to consider service models to meet some needs identified

Cumberland’s population is an ageing population with the number of older people (65+yrs) projected to increase by 21.6% by 2032. In considering a library service Fit for the Future it is also natural to give consideration to services to those who may use and benefit from it for years to come yet the number of children and young people (0-15 years, - 12.7%) and working-age people (16-64 years, -2.5%) is projected to decrease by 2032. However, it is evident that survey respondents want to see the development or services for children and young people.

As well as the ageing population, the number of years of people living in good health has fallen in Cumberland. With healthy life expectancy for both males and females in Cumberland below national averages there could be an increased need to consider the provision of services for the elderly, including those with health needs. This could have implications for the home library services or suggest a need to deliver outreach services in a different way.

The number of residents in Cumberland who have a disability is above the national average for England. Amongst survey respondents, there was an even larger proportion than the average who report being disabled under the Equality Act in Cumberland) and has implications for the accessibility, staff training and awareness, service design, and future planning.

An ageing population and associated increases in health risks, along with levels of disability which affect Cumberland more acutely than many parts of the country.

Areas of deprivation are located in some of Cumberland’s more urban areas and along parts of the west coast. High levels of child poverty and low educational attainment; low household incomes; higher unemployment rates; and poor overall health outcomes tend to be found in these areas. Libraries can make a positive impact on reading and literacy of the population.

Educational attainment levels amongst school populations are lower than the national average as is the proportion of the working age population with high level qualifications. There may be opportunities for libraries to build existing links with the Adult Learning team.

Rurality will impact on service provision and access to services, with infrastructure and transport networks impacting access and availability.

Cumberland’s population is not as ethnically diverse as the rest of England.

When compared the national average, Cumberland had a much smaller proportion of residents born in non-UK countries (Cumberland: 4.6%, England & Wales: 16.8%). However, the proportion of residents born in non-UK countries varied considerably across Cumberland’s wards and this may require local consideration of service user needs.

Similarly, student populations associated with the university campuses and higher education colleges may also create local need, particularly in Carlisle where the greatest number of full-time students aged 16 to 24 years reside.

The percentage of the population identifying as LGBTQ+ is slightly lower than the average for England, but their needs should be reflected in the provision of services and there was some feedback from the survey that library services need to be inclusive.

There is no evidence to suggest that the needs of library users vary according to their religion, belief or marital status.

Library statistical data also highlights several key issues.

Registered library members are likely to represent around 16.1% of Cumberland’s population, ranging from 13.6% of the population in the Copeland area to 17.8% in the Carlisle area.

Data indicates that females are more likely to be active library users than males at all life stages, and this increases with age.

All age groups use the library service although there is some disparity between them, including those that are active, and those that use Digital only services. Libraries need to deliver services to all age groups but whilst adapting this to differing requirements and preferences.

Analysis of Cumberland Council library data indicates that people living in the most deprived neighbourhoods are less likely to be active or digital library users than those living in the least deprived neighbourhoods. One in four of Cumberland’s population are estimated to live in the 20% most deprived neighbourhoods in England.

A large number of engagement events and activities are held in libraries and a smaller number in the community (in 2024, 3,213 events attracted 36,968 attendees).

The greatest proportion relating to culture and creativity (34.7%). Just over one in four events (26.3%) are aimed at children / younger age groups. Just under one in four (23.1%) related to health and wellbeing.

Use of books and items for loan remains strong, with the service offer including physical and digital stock items.

Many registered library members do not take advantage of the digital resources on offer, and only a small proportion of Digital only members are actively using Borrowbox services. There may be a variety of reasons for this, but greater understanding is needed of people who have taken out Digital Only membership in particular but then are not using it.

The average number of active users who were physical borrowers each month varies between individual libraries, with the smallest volumes generally seen in the library links where some levels of use are very small.

sattia Thu, 28/05/2026 - 18:58

Stakeholder feedback

Stakeholder feedback demonstrates areas of strength and also opportunities for development.

Council stakeholder analysis

Feedback from Councillors and key internal Officers emphasised the vital role libraries play in supporting council priorities through their accessibility and strong community connections.

The council’s vision focuses on improving health and wellbeing, tackling inequalities, fostering local economies, enhancing environmental resilience, and delivering excellent public services.

There was strong interest in expanding library services to align with the council’s Prevention Approach and integrating them into the Community Hub model. Libraries were seen as key spaces for providing information, advice, and guidance, and for hosting additional council services to help residents live healthier and more sustainable lives.

Councillors and officers highlighted opportunities for libraries to support tailored, collaborative services linked to local priorities, improve access for vulnerable and rural residents, and strengthen engagement. Specific ideas included using libraries for public consultations, promoting health initiatives, supporting family hubs, and increasing visibility of adult social care. Overall, libraries were recognized as strategic assets for community engagement and service delivery.

Suggested drivers included building an increased information and advice offer, in support of the Council’s Prevention Service, and strengthening links with Council services supporting Children and Young People.

They see a clear link between these Council aspirations and those espoused by the Libraries Universal Offers:

Reading - building a literate and confident society by developing, delivering and promoting creative reading activities in libraries.

Health and Wellbeing - supporting the health and wellbeing of communities through services that inform, engage and connect.

Information and Digital - ensuring communities can access quality information and digital services, learn new digital skills and feel safe online.

Culture and Creativity - enabling local communities to enjoy high-quality arts and cultural experiences through libraries.

In particular, reading and literacy are proven to make a positive contribution to life outcomes. Poor literacy is often linked with higher unemployment and low skilled, poorly paid jobs and can also impact on confidence and the ability to support children with school work. Access to library services and the resources they provide is a tool which can be used to address part of this need. Reading for pleasure, the development of reading habits and support from parents and carers have been shown to be key in the development of children’s literacy. The Library Service has an important role in this sort of activity.

Digital and information access, available in every staffed library, can play a role in closing the digital divide. Not having access to or being able to navigate online can negatively affect education, employment prospects, social connections, finances, and health and wellbeing.

sattia Thu, 28/05/2026 - 19:04

Staff feedback analysis

Most staff feel their role is fulfilling and worthwhile and makes a positive contribution to the local community. Three quarters of staff rate library services overall as above average. It is clear from responses to this survey that library staff want to be able to deliver a good service and are open-minded about change and service development to meet emerging needs.

However, there is frustration at being hindered in their effectiveness by issues relating to the promotion and marketing of the library service, the condition of library buildings, staffing levels, gaps in knowledge and training, and printing services. There is also concern about managing customer expectation as services are expanded, including meeting the needs of core library users.

sattia Thu, 28/05/2026 - 19:08

Library user feedback analysis

Library services and staff attracted much praise, with generally high ratings and strong support for maintaining and improving local library services.

Core services:

physical books remain central, with high satisfaction in borrowing and requests from other Cumbria Libraries
library users value variety in genres, new titles, large print, and children’s books, plus initiatives like the summer reading challenge
some smaller branches are seen as having limited collections; calls for more diverse titles, better displays, and expanded stock exchange
young adults feel underrepresented in materials and the general offer
complimentary services including free Wi-Fi, children’s play areas, hearing aid batteries, and free sessions were appreciated
staffing shortages impact query handling and constrain opening hours in smaller libraries

Promotion and communication:

many users are unaware of the full range of services; better advertising of events, services, and opening times is needed
suggestions include email newsletters, community-space posters, and less reliance on social media

Facilities and building condition:

libraries are generally welcoming and safe, but some buildings feel dated, cramped, or poorly maintained
requests for brighter décor, improved lighting, updated carpets, clearer signage, artwork, inviting entrances, and refreshment areas
provision of customer toilets and baby-changing facilities are a recurring ask
noise from disruptive visitors can be intimidating
main library buildings fare better than link buildings in user perceptions

Technology and digital services:

BorrowBox users praise its ease of use but want more titles, shorter waitlists, and better browsing/filtering; Kindle support is requested. Expansion to E-Press content was requested by some
photocopying/printing is seen as complicated, unreliable, or expensive; prepayment accounts could help
the website and catalogue are sometimes hard to use and would benefit from redesign; digital skills workshops, including Borrowbox, and clearer instructions would support unfamiliar users
self-service tech cannot fully replace staff assistance

Accessibility and barriers:

lack of lifts and upper-floor access hinders those with mobility and other access issues
limited audiobook availability affects neurodivergent and print-impaired users who rely on alternative formats

Opening hours and location:

frustration with inconsistent and limited hours, especially at smaller branches; demand for evenings, weekends, and no lunchtime closures
support for remote/mobile/outreach services to reach rural, elderly, disabled, and caregiving populations
desire for out-of-hours returns drop-boxes at community venues

Community engagement and events:

libraries seen as vital community hubs offering social activities; more events would be welcomed
suggested programming: author visits, poetry readings, storytimes, crafts, writing competitions, creative workshops, and educational talks
timing, location, and promotion of existing programmes need improvement
some worry that income-generating events could disrupt a peaceful library atmosphere

Service development and strategic ideas:

calls for varied events (talks, workshops, language cafés, book clubs) at diverse times to suit all ages/ interests
desire for refreshment areas or cafés and more social spaces to encourage interaction, especially among young people
need for additional quiet study spaces and comfortable seating
popular ideas include charging for workspace hire, co-location with other organisations, and mobile/ outreach services for remote areas
opinions split on sharing space with non-library services; some value additional support, others fear loss of the library’s core identity

sattia Thu, 28/05/2026 - 19:11

Non-user feedback analysis

A smaller proportion of survey respondents were not users of the library service (one in 11), and their feedback adds another dimension to the needs of non-users and the reasons they are not using services.

The main reasons for not using library services are being unaware of the services on offer, inconvenient opening times, or not having a library nearby.

A smaller proportion cited reasons such as a change of habit or routine, time constraints, atmosphere (noise and busyness) and health barriers.

Personal preferences have an impact, such as accessing books online, using Kindles, or purchasing second-hand books from charity shops.

Some felt libraries offered limited choice, especially in smaller branches.

Some were deterred by issues relating to joining procedures and lost membership cards.

sattia Thu, 28/05/2026 - 19:17

Summary of key findings

The assessment highlights significant demographic and socio-economic challenges, including an ageing population with higher health risks, pockets of severe deprivation affecting around 28,800 residents, below-average educational attainment, high levels of child poverty, and rurality impacting access to services. While the Library Service is well-regarded, issues such as staffing pressures, building suitability, and low awareness of services among residents require attention. The Council’s strategic priorities position libraries as key partners in promoting health, wellbeing, and early intervention.

Feedback from residents, staff, and stakeholders identifies ten priority areas for development:

Maintain satisfaction with core services (provision of books and information, IT and PC access, activities and events in and out of library settings), while investing in library buildings.
Address low awareness of services among both users and non-users.
Expand engagement with the digital offer.
Make libraries more appealing to young people through events and study spaces.
Enhance staff training to broaden service delivery and digital support.
Strengthen collaboration to deliver tailored services and improve access for vulnerable and rural residents.
Review the nature, timing, and location of events to match community expectations.
Improve marketing and promotion beyond reliance on social media.
Address concerns about service quality in library links and volunteer knowledge.
Extend services to those unable to access library buildings through mobile and outreach provision.

This Strategic Needs Assessment highlights several key opportunities for Cumberland Libraries to strengthen their role as vital community assets.

To remain relevant and impactful, libraries must enhance their visibility through improved marketing and promotion, ensuring that residents are fully aware of the services available to them.

Equally important is the need to create welcoming, accessible spaces that foster learning, connection, and community engagement.

Libraries can play a greater role in supporting health and well-being by offering more information, advice, and guidance, alongside events and activities that bring people together. Expanding outreach efforts to areas of deprivation and other priority communities will help address inequalities and provide essential support for employability, life skills, digital inclusion, and early years literacy.

The digital offer also requires significant development, both in terms of systems and user access, to ensure residents can benefit from online resources and IT services. For those unable to visit physical locations, creative and accessible alternatives will be crucial.

Finally, building strong partnerships and securing external funding will enable libraries to deliver these priorities effectively and sustainably.

By embracing these considerations, Cumberland Libraries can evolve into dynamic, inclusive hubs that meet the diverse needs of their communities now and into the future.

sattia Thu, 28/05/2026 - 19:19