We're here to help
Our social media channels are actively monitored between the hours of 9am and 4pm, Monday to Friday (excluding bank holidays). A member of the team will respond to all online enquiries within one working day. For anything urgent, please always call us.
We want our social media followers to feel that they can communicate with us in a fun and constructive manner online. In turn we strive to reflect a wide range of interests for the benefit of all of our users.
In order to achieve all this, we ask that all our social media users adhere to the Social Media Community Guidelines below.
Southern Housing reserve the right to restrict access to our social media pages if followers persistently go against our guidelines. We’ll always offer alternative ways of contacting us.
Our guidelines...
- Treat others as you would like to be treated. Be polite, even if you disagree. Abusive language, aggression and bullying are not allowed (whether you’re speaking to other users or Southern Housing). Distressing content is also banned.
- Our social media communities are designed for users to discuss subjects relating to Southern Housing. Content with overt religious or political bias intended to incite others will be removed. This includes excessive lobbying over a particular subject.
- We ask all our users to keep comments relevant to the original topic. Off-topic comments may be removed so we can keep discussions focused for all of our users. For example; If your comment is a repair request, posting within another user’s update may confuse matters or contribute to replies being missed.
- We will try to help you with any queries. We will never ask you to post identifying information publicly. In a situation where we need to verify who you are to assist with an enquiry we may ask you to send us a private direct message via one of our official Southern Housing social media pages.
- To safeguard the privacy of individuals, we will remove any personally identifying information (where possible) from our public timeline.
- We’re happy for you to share your opinions on Southern Housing's service via our public social media communities, but ask that any criticisms remain constructive and focus on a subject we can act on or respond to.
- Our unacceptable behaviour policy defines ‘unacceptable behaviour’ by an individual as “someone who, because of the nature, or frequency of their contact with us, hinders our ability to deal effectively with their, or other customers’, concerns”.
- We want to help you with any enquiries you may have but need your cooperation to do so. Users repeatedly posting about an enquiry or complaint and not proactively seeking a resolution by following our guidance may find their access to our social media communities restricted. In this event, you can still contact us about your enquiry by phone, MyAccount or online chat. You can also find out more about our complaints process here.
- Repeated duplicate postings (spam) or negative comments by the same user or groups may be removed as they clutter up discussions for other users.
- Comments subject to legal issues (slander, defamation, contempt of court) or publicising / encouraging / endorsing illegal activity may be removed.
- Any posts left by accounts that have been setup with the sole purpose of leaving negative messages on our social media pages will be blocked and/or the messages removed from our pages.
- We ask that you give us the ability to respond to all comments. If your posts contains false or unverified claims we ask you allow us to correct these. If you continue to post false claims, these may be removed. If the posts continue access to our social media pages may be restricted.
- We encourage users to post links to any website where the content is relevant to our users interests, subject to our team checking content. However we may remove these if we cannot guarantee the content of those sites is suitable for our audience.
Southern Housing reserve the right to restrict access to our social media pages if followers persistently go against our guidelines. We’ll always offer alternative ways of contacting us.