Community Guidelines

We aim to create an online community that is informative, supportive, and respectful, where people feel comfortable engaging with us as they explore buying a home.

We use a range of social media channels to share the latest news, new homes, and events in your area - and to hear your views. We welcome your comments, questions, and feedback, and encourage open and constructive conversation.

We're here to help

Our social media channels are monitored Monday to Friday, 9am and 4pm (excluding bank holidays). Please note: sometimes content is scheduled outside of these times but we only monitor the channels inside the above times. We aim to respond to all enquiries within one working day. For urgent matters or emergencies please call us.

We want everyone engaging with us to feel confident communicating in a positive, constructive, and respectful way. In return, we aim to reflect a wide range of views and interests for the benefit of our whole community.

To help us do this, we ask all users of our social media channels to follow the guidelines below.

Southern Housing reserves the right to restrict access to our social media channels if these guidelines are repeatedly breached. Where this happens, we will always offer alternative ways to contact us.

Our Guidelines

1. Be respectful

Treat others as you would like to be treated and be polite, even if you disagree. Abusive language, harassment, bullying, aggression, or distressing content directed at other users or Southern Housing colleagues will not be tolerated.

2. Stay relevant to Southern Housing

Our channels are intended for Southern Housing related discussions and home buying. Content intended to incite others, including political or religious campaigning or excessive lobbying, will be removed.

3. Keep conversations on topic

Keep comments relevant to the original post or discussion. Off‑topic comments will be removed so conversations remain useful and clear for everyone.

4. Protect your personal information

We will never ask you to share personal or identifying information publicly. If we need to verify your details to help with an enquiry, we will ask you to contact us via a private direct message on one of our official pages.

5. Respect privacy

To protect individuals’ privacy, we will remove any personally identifying information from our public pages wherever possible.

6. Share feedback constructively

We welcome opinions and feedback. Any criticism should be constructive and focus on matters we can reasonably respond to or act on.

7. Unacceptable behaviour

Our Unacceptable Behaviour Policy defines unacceptable behaviour as contact that, by its nature or frequency, prevents us from dealing effectively with your concerns or those of other customers.

8. Working towards a resolution

We want to help resolve your enquiry and ask for your cooperation in doing so. Repeatedly posting the same complaint without engaging with the steps we suggest will result in restricted access to our social media channels. You will still be able to contact us by phone or email. You can also find out more about our complaints process on the Southern Housing main website.

9. Spam and duplicate content

Repeated duplicate posts or coordinated negative messaging will be removed, as this can disrupt discussions for other users.

10. Legal and illegal content

Comments that are defamatory of Southern Housing or our colleagues, legally sensitive (including contempt of court), or that promote or encourage illegal activity will be removed.

11. Fake or disruptive accounts

Accounts created solely to post negative or disruptive content will be blocked and their posts removed.

12. Accuracy and misinformation

You must allow us the opportunity to respond to comments. If a post contains false or unverified claims, we will correct them. Continued posting of false information will result in content being removed or access being restricted.

13. Sharing links

You are welcome to share links where the content is relevant and useful to our community. However, we may remove links if we cannot confirm that the content is appropriate for our audience.