Information on the types of social media we use, how we respond to comments, service requests and what we do during an election period
The Borough Council uses social media, including Facebook, Instagram, LinkedIn, NextDoor and X to communicate council news, events, and information with residents, businesses and visitors.
These accounts are solely managed by council officers in the Communications Team, in line with the Council’s Social Media Policy and Guide.
We're here to help and 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 and sharing of relevant information, which is why we have a short set of house rules.
Responding to people’s comments or queries
We welcome positive engagement on the content we are publishing. If residents want to express their opinions on council services or council information we publish on social media, they are welcome to do so.
We try to respond to genuine questions on our social media profiles that are related to council business, but as council officers we do not (and cannot) get involved in political debate or respond to political questions, which should be directed to councillors. We will not tolerate or respond to abusive messages.
Where possible, we advise residents with customer service enquiries to approach our customer service team – call 01553 616200 or click on the live chat button.
Deleting comments and blocking users
We would not remove or block comments unless they are expressed in a manner that is unpolite, offensive, discriminatory, or considered by the Communications Team to be inappropriate content. There are certain circumstances under which we may choose to ignore, delete, hide, or block comments and users.
These are:
- When comments may cause distress to other residents following the page or to page moderators, we have the right to remove or hide the comments.
- If the user, without authorisation, is copying brand identity, using similar photographs, or copying, amending, or otherwise doctoring branded council graphics, which could potentially lead to public confusion around what is a genuine council publication or communication, the user would be blocked or banned. If appropriate, the account may be reported to the relevant social media platform.
- If content would expose the council to legal risk, particularly with respect to defamation, contempt of court or copyright.
- Where a user (or users) abuses council channels by “spamming” activity. i.e. replying or commenting on several council posts with an identical (or near identical) reply or comment that is essentially unrelated to the topic of the council posts.
- We reserve the right to not respond to offensive or distressing comments, to block/ban the user or report to the social media platform.
- If the Communications Team decide to block a user on social media, they will put that ban in place. This can be reviewed after six months if requested.
Following on Facebook and X and reposting
Our follow policy on X is based on relevance and usefulness to the council but does not mean we necessarily endorse any individual or organisation or any comments they make on X.
We will only share posts from Facebook or X channels which the council follows or if we believe it will be helpful or of interest to our followers.
Pre-election period
Councils have to be very careful not to do or say anything that could be seen in any way to support any political party or candidate. This is even more relevant in the six week run up to an election (local or general).
We will continue to publish important service announcements using social media but may have to remove responses if they are overtly party political.
If you would like to talk to us about this policy, you can contact the Communications team.
Service requests
We have a lot of followers on social media who take pride in their area and want to report environmental or street cleaning issues in their local area. Please report these on our website.
When you make a request you will receive a reference number which you can then use to track the progress of your request. Reporting an issue yourself also means you will be able to provide exact details of the issue and the location our teams need to visit.
Our social media team do not make requests on your behalf. We hope you understand that waiting for the social media team to see your issue during normal office hours, find out further details if necessary and then passing this on will cause unnecessary delays to your issue being resolved, especially at weekends.