Heston Library is part of Hounslow Libraries Refurbishment Programme. The project encompasses the remodelling of the existing layout, re-roofing and external works. The main works have required the temporary closure of the library for a period of 12 weeks to the public. An RFID system has been adopted and it affected the proposed layout with a reduced reception desk area/reception toward a different way how the staff operates. A colourful carpet and vinyl flooring has been used to define the space between reception, children area, IT and reading area. That has been fully integrated with the new furniture with a positive effect to the layout both in terms of appearance and use. In terms of energy efficiency/sustainability approach a new roof membrane and timber repair for the roof structure has been completed and all existing windows have been replaced with new double glazed windows. All the high level window are operable by an electrical motorized device with the result that during the summer a natural 'stack effect' can be induced to cool down the temperature. All physical and visual barriers have been removed to make the new library fully accessible in compliance with DDA. The project reflects a cultural change in the library service and an attempt to consider the public not longer as library 'user' but as customer. The introduction of RFID system changes the way how the library will be used both either from the public and from the staff.