Social media policy


This policy refers to our Twitter, Youtube, Instagram, LinkedIn and Facebook accounts, and other social media sites we may have in the future. This policy applies to our staff and anyone who uses or visits our social media accounts.


What we post could include:

  • Alerts about new content on our website
  • Information from our Chief Executive
  • Updates and information about things that could affect you and/or your home or tenancy
  • Asking for your feedback or involvement in a survey
  • Information from people and organisations we follow that might be of interest to you
  • Information relating to campaigns or awareness days we’re supporting

We’re not responsible for what other people post, or for their opinions in comments.

Monitoring and replying

Our accounts are monitored between 9am and 5pm Monday to Friday. We aim to respond to messages and posts as quickly as possible. Our accounts are monitored out of hours for emergencies only.

We’ll only discuss tenancy-related issues with the listed tenant(s) (or someone who has been given permission to contact us). We’ll ask security questions to confirm identity.

Private messages can be seen by our Communication and Customer Teams and and may be shared with other departments within mhs if necessary.

Information you supply through the private message may be kept on your file. To see how we use and store the information we hold about you please refer to our full privacy policy.


If you Follow, Like or Join our accounts we won’t automatically do the same back. Sometimes we might follow you so that you’re able to send us a direct message.

What you share with us

Social media is a great way to contact us and we welcome feedback and ideas. But please don’t post or tag us in anything that’s abusive, threatening, strongly offensive, defamatory, sexually explicit, in violation of any law of regulation, or otherwise inappropriate. Anything like this will be removed. If it continues we’ll block your account, report you and it could lead to an investigation with action taken.

We have a zero tolerance policy when it comes to abuse towards our staff.


Sometimes we pay to advertise relevant content on social media to specified demographics. It can be things like homes for private rent, job vacancies and more.

The platforms

By using social media you’re agreeing to the fact that they’re public platforms. Anything you post or tag us in can be seen by other people, including your name, profile photo, comment and any sensitive or personal information you include. We remove public Facebook posts after three months, as part of our work to protect your data. 

Social media platforms use their own third-party cookies that the websites set, this is so that you can use certain social media bookmarking features. We do not have any control over how they use that data - please refer to their privacy statements for more information.

Twitter, Facebook, Instagram, LinkedIn and YouTube may sometimes be unavailable. We aren’t responsible for the lack of service due to downtime or other events beyond our control.

Reviewing this policy

We review this policy each year. Sometimes it might be reviewed more frequently than that if there are developments in social media or technology for example.

More information

You can read our privacy policy here. Please refer to the Information Commissioner’s Office website for more information about protecting your personal information online.