Monitoring accounts and replying

Our Facebook and Twitter accounts are monitored during office hours Monday-Friday (except on Bank Holidays). We aim to reply to messages within 48 working hours, however, sometimes we may need to forward your question/comment to other colleagues to find out the information for you and this may cause a delay.

If your query is urgent or involves personal details, please use our online form to contact us.


Most online communities have their own rules which we will always follow. We reserve the right to remove any contributions that break the rules of the relevant community, or which are not in line with the following general guidelines:

  • be civil, tasteful and relevant
  • do not include content for which the poster does not own the copyright
  • do not repeat the same message, or very similar messages, more than once (also called 'spamming')
  • do not publicise personal information, either the poster's own or somebody else's
  • do not advertise products or services
  • must not be unlawful, harassing, libelous, defamatory, abusive, threatening, harmful, obscene, profane, or sexually or racially offensive
  • do not promote political parties


Please take care not to make defamatory statements. In law this means a statement that lowers the reputation of a person or organisation in the eyes of a reasonable person. By publishing such a statement we can both get into serious trouble. We will therefore take down any statement that could be deemed to be defamatory.

Deleting posts or blocking

We will not remove posts that are made on our social media channels unless you breach the guidelines outlined above.

We may block your account if you contravene the rules of a particular social media site or if you follow or like the council purely to promote a product or service.

Liking and following

Please do not be offended if we do not 'like' or 'follow' you on social media. This does not mean that we are not interested in what you have to say.

We 'follow' or 'like' people who provide information that is related to our work as a local authority (eg central government accounts, local media and our partners).

Occasionally, we will try and lend our support to local and national campaigns.

Sharing and retweeting

We try and share or retweet information that we think will be of interest to our residents and businesses, however, please do not be offended if we don't retweet something you ask us to.

By liking or following someone, retweeting or sharing their information, it does not mean that we endorse them. It is important that we remain impartial and protect the council's reputation.

Pre-election period

The Council itself, as opposed to its political administration, must be politically neutral in its communications. Therefore, please do not use any of our pages to promote party political messages or other content.

In the run-up to an election (local, general or European) we need to be mindful of how content may be perceived (regardless of what was intended).

The Council will remove any comments that, in its view, may compromise its obligation to maintain politically neutral.