Social Media Community Guidelines

Our commitment

We will:

• Treat people with respect and courtesy
• Respond professionally and fairly
• Welcome constructive feedback
• Listen to genuine concerns
• Protect the wellbeing of our colleagues and online community
• Take action where content breaches these guidelines.

Respect and inclusion

We are proud to serve diverse communities across the East of England. We welcome respectful discussion and different viewpoints, but we will not tolerate abuse, discrimination or harassment directed at our colleagues, customers, members or communities.

When we’re available

We monitor our social media channels regularly throughout the week.

While we aim to respond to enquiries as quickly as possible, response times may vary outside normal business hours.

For urgent customer service queries, please contact our Customer Support team directly.

Comments may be moderated outside business hours where they present a risk to colleague safety, customer welfare or the wider community.

Direct messages

You can contact us via direct message for customer service enquiries.

Please do not share personal or financial information via social media. Where necessary, we may direct you to a more secure channel to resolve your enquiry.

Competitions and promotions

Where competitions or promotions are run on our social media channels, additional terms and conditions may apply. These will be clearly stated within the promotion.

Scams and impersonation

We will never ask for passwords, bank details or payment information through public comments or direct messages on social media.

If you believe you have encountered a fake account claiming to represent us, please report it to the platform and let us know.

What we welcome

We encourage:

• Questions about our products and services
• Constructive feedback and suggestions
• Positive community discussion
• Conversations that align with our values and respect, fairness and inclusivity
• Sharing experiences – feel free to tag us in your photos, videos and stories, or use our campaign hashtags where relevant.

From time to time, we may ask permission to share content created by our community across our social media channels, website or marketing materials. We will always seek permission before doing so.

Content we may remove To help keep our channels safe and welcoming, we may hide, delete or report content that includes:

• Threatening or abusive behaviour
• Harassment, bullying or personal attacks
• Racist, sexist, homophobic, transphobic or discriminatory language
• Hate speech
• Offensive or obscene content
• Spam or repetitive posting
• Unauthorised advertising, promotional content or commercial solicitation
• Links to unrelated third-party websites
• Misinformation that could cause harm
• Fraudulent, misleading, manipulated, or false content that may cause harm or confusion
• Content that breaks the law
• Personal, confidential or sensitive information.

Protecting privacy

Please do not post personal information publicly, including:

• Addresses
• Telephone numbers
• Email addresses
• Membership numbers
• Financial information

Where we need to discuss personal information relating to an enquiry, we may ask you to continue the conversation via a private channel.

Repeated breaches We may restrict, block or report accounts that repeatedly breach these guidelines or engage in behaviour that puts our colleagues or community at risk.

Following, liking and sharing Following, liking, sharing or responding to content does not necessarily mean we endorse the views of individuals or organisations.

Changes to these guidelines We may update these guidelines from time to time to reflect changes in legislation, platform functionality or business requirements.