Social media guidelines

Citizen owns and manages 30,000 homes across the West Midlands. We use social media to share updates, celebrate our communities, answer questions and listen to customers. We want our channels to be welcoming, helpful and respectful.

• Facebook – CitizenHG
• LinkedIn – Citizen
• YouTube – Citizen-Housing

We aim to:

• share useful, accurate and accessible information
• respond where we can and listen to feedback
• treat everyone fairly and respectfully
• direct you to the right service when social media cannot resolve your issue.
  
  

We monitor social media Monday to Friday, 9am–5pm.

It’s not monitored 24 hours a day, so please don’t use it for emergencies or anything needing an immediate response.

Please help us keep our social media channels welcoming and safe by:

• treating other people with respect 

• keeping discussions constructive 

• avoiding personal attacks 

• not sharing personal or sensitive information 

• not posting content that is racist, discriminatory, hateful or threatening 

• not posting spam, scams or advertising 

• respecting other people's privacy. 

We won't remove comments simply because they criticise Citizen. However, we may remove content that is:

•    Abusive, offensive or threatening
•    Racist, discriminatory or hateful
•    Misleading or unlawful
•    Spam, scams or advertising
•    Sharing personal or confidential information
•    A risk to someone’s safety, wellbeing or privacy.

We may restrict or block accounts that repeatedly break these guidelines.

Social media is public, so please don’t post:

• your address or contact details
• rent, tenancy or financial information
• health information
• information about another customer.

If you need to discuss your personal circumstances, send us a direct message on Facebook or call us on 0300 790 6555 and we'll help you get the help you need. Read our staying safe online information. 

For repairs, tenancy enquiries, complaints, antisocial behaviour or document uploads, use My Account or call 0300 790 6555.

My Account lets you report issues, make a complaint, give feedback, send an enquiry, upload documents and manage your account.

Our phone lines are open Monday to Friday, 8am–6pm. Use the same number for emergencies outside these hours. If someone is in immediate danger or a crime is taking place, call 999. For out-of-hours antisocial behaviour, call the ASB Respect Line on 0800 075 6699.

If you’re worried about someone’s wellbeing or suspect abuse, use our safeguarding support route rather than posting details publicly.

If you need information in another format or extra support to use our services, please call 0300 790 6555.

These guidelines explain how to engage with Citizen on social media. Our colleagues follow internal social media and moderation guidance when managing our channels. We may update these guidelines. The latest version will be on our website.