Social media rules of engagement

Folkestone & Hythe District Council uses social media platforms to inform residents about its services, as well as celebrate the area we call home.

It’s no secret that social media can be a tricky place to navigate at times – so we’ve got some basic rules to ensure our corner of the internet remains a safe, constructive, friendly and supportive place for everyone.

What’s acceptable (and what’s not)

People are free to have their say, even when criticising us – but it’s possible to have a robust disagreement and still be respectful.

Posts containing swear words, libellous content or motivated by prejudice or hate will be hidden or removed without warning. We will also delete content which advertises commercial products or services from our channels.

In short, be polite – threatening, discriminatory and defamatory language – or behaviour we deem to be harassing, bullying or defamatory – isn’t welcome on our channels.

If you see something you deem to be inappropriate, then flag it to our communications and engagement team for review.

Folkestone & Hythe District Council only bans or blocks social media users as a last resort. But action will be taken against anyone who continuously shares material we believe to be:

  • Abusive or obscene
  • Graphic, sensitive or offensive
  • Deceptive or misleading
  • In violation of law and regulation, including copyright
  • Spam or comments designed to provoke

When we’re online

Our social media pages are monitored regularly during business hours on weekdays. We’re unable to respond to any comments or questions outside of these hours, even if content is being posted.

We will do our best to respond to reasonable enquiries – all messages are read and queries passed onto the relevant department. But please don’t rely on social media as your main point of contact with the council.

Instead, please use MyAccount, LiveChat, email, telephone or visit the Civic Centre during business hours for a quicker and more comprehensive response to your enquiry.

If you’re dissatisfied with the service you’ve received from the council, complaints should be submitted via our standard procedure for investigation.

What we can’t do

We must and will always remain neutral, so our social media channels will not engage with any content that is of a party-political nature. Contact your local councillor if you wish to discuss political matters.

Where you can find us