Social media guidelines

Our social media channels are here to connect with the people and communities we serve.

We use our social media platforms to share news, celebrate achievements, provide updates on our services, answer questions, and listen to feedback from you and other partners.

Most importantly, we want our channels to be welcoming, informative and useful spaces where people feel comfortable engaging with us and each other.

We love hearing from you and encourage open, respectful conversations. Whether you’re asking a question, sharing your experience, highlighting a community success, or providing feedback, your voice matters.

Sometimes we may have to manage inappropriate or offensive issues and language.

These guidelines have been put together to help keep our online community safe, inclusive and constructive.

Our social media channels are used to:

• share news, service updates and important announcements
• celebrate community projects, events and achievements
• answer general enquiries and signpost residentss to the right teams
• gather feedback to help improve our services
• engage with customers, communities, partners and stakeholders

While we aim to be responsive, public comments on our social media channels is not the correct way to report urgent issues or request services.

For repairs, anti-social behaviour reports, complaints, tenancy matters, safeguarding concerns, or any emergencies, please contact us through our official customer service channels.

When you engage with Hedyn on social media, you can expect us to:

• be respectful and professional
• listen and respond
• be honest and transparent
• protect your privacy
• provide accurate information wherever possible and correct mistakes if they occur

We’ll never ask you to share sensitive personal information publicly and may ask you to move into private messages or another communication channel if your enquiry relates to your contract with Hedyn, or personal circumstances.

We welcome comments and feedback, but we ask everyone who engages with our channels to:

• be kind and respectful
• treat other social media users, Hedyn colleagues, contractors and partners with courtesy
• keep comments related to the topic being discussed, where possible

Protect personal information

Please do not post:

• addresses
• phone numbers
• email addresses
• tenancy reference numbers
• financial information
• information about another person without their consent

We want our social media channels to reflect the values of the communities we serve – welcoming, respectful and inclusive.

To keep our channels safe and welcoming, we reserve the right to hide, remove or report content that includes:

• Abusive or offensive language: This includes swearing directed at individuals, threatening behaviour or intimidation.
• Hate speech or discrimination: Content that targets individuals or groups based on race, ethnicity, nationality, religion, disability, gender identity, sexual orientation, sex, age or any other protected characteristic.
• Harassment or bullying: Including repeated unwanted contact, personal attacks or attempts to intimidate others.
• Misinformation: Knowingly sharing false, misleading or inaccurate information that could cause harm or confusion.
• Personal information: Posts containing personal or confidential information about yourself, another individual, or a member of Hedyn staff.
• Illegal or harmful content: Including content that promotes criminal activity, violence, hate, fraud or safeguarding concerns.
• Spam and advertising: Including repeated posting, promotional material, commercial advertising, scams or irrelevant links.
• Offensive or inappropriate material: Including obscene, sexually explicit, graphic or otherwise unsuitable content.
• Impersonation: Pretending to be another individual, organisation or colleague.

Our colleagues deserve to feel safe and respected, both online and offline.

We have a zero tolerance approach to abuse, harassment, threats, discrimination or intimidation directed at our colleagues, partners, or stakeholders.

Where necessary, we may:

• remove comments
• restrict engagement
• block accounts
• retain screenshots and records as evidence
• report incidents to relevant authorities, including the police

Serious or repeated breaches may result in permanent exclusion from our social media channels.

Please note:

• Social media channels are not monitored 24 hours a day.
• Response times are Monday – Friday 8am-5pm
• Urgent matters should always be reported through our main contact channels rather than social media. If you have an emergency, such as total water loss, please call 0300 1212 345.

If you require urgent assistance, please contact the appropriate emergency service or use Hedyn’s dedicated customer service channels.