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Social media guidelines

Our social media accounts are monitored from 8:30am to 5pm, Monday to Friday, except on public holidays.

If your query is urgent, serious, or involves personal details, please contact us using an alternative method.

We will endeavour to answer simple queries quickly on social media. However if the matter is complex, requires a lengthy or detailed response or you are not satisfied with our response, you may be directed to a relevant officer or department to discuss further. You may need to submit a Freedom of Information request. 

You can also contact your local councillor.

Social media house rules

Our social media channels will feature a variety of information from our services and partners, keeping you informed and up to date with what is happening across the borough.

We're here to help in any way that we can, but we expect users to offer us the same level of courtesy that we offer them. We want our social media channels to be safe spaces and a place for healthy, open and insightful discussion, which is why we have a short set of house rules: 

  • All users must comply with the social media platform's general Terms of Use as well as our own social media house rules.
  • We will remove, in whole or in part, posts that we feel are inappropriate, or discriminatory against any individual or group.
  • You are wholly responsible for any content you post including content that you choose to share.
  • We will remove messages (where function allows) and report and/or block users on our social media channels who post messages at us which we believe are:
    • Abusive or obscene
    • Deceptive or misleading
    • In violation of any intellectual property rights, including copyright
    • In violation of any law or regulation
    • Spam and off-topic content (persistent off topic, and/or negative and/or abusive posts in which the aim is to provoke a response)
    • Promotional material, including links to external websites and promotions 

Anyone repeatedly engaging with us using content or language which falls into the above categories will be blocked and/or reported to the associated social media platform. We will not tolerate or respond to abusive messages.

We must remain politically neutral at all times on social media which is why council officers are unable to reply to, endorse or engage with, any content that is of a party political nature. If you wish to discuss political issues, please contact your local councillor