Sunderland Care and Support Ltd

Our house rules

What we’ll do...
We’ll confirm its us - If you see a Sunderland Care and Support account online, you can check it’s us. We’ll list our social media accounts on our website here www.sunderlandcareandsupport.co.uk

We’ll listen - We’ll read all messages and respond to them where it’s necessary or appropriate, providing help and support, or by signposting you to key information on our website. If there is a problem, we’ll look to flag it up with the most relevant part of the organisation. We’ll be human and polite - We’ll treat each message with the politeness you’d expect if you were dealing with us face-to-face, by email or on the telephone. What we’d like you to do in return...
We’d like you to be polite - We know that sometimes things don’t go to plan, and you’ll want to flag things up with us. But do remember, we’re human and the person monitoring the social media account is only trying to help. So are other people who use social media. We’d like you to ‘not’ be anti-social - We won’t tolerate online - just as we don’t offline - swearing, threats or abuse or any posts or comments that are defamatory or slanderous against an individual or those that will cause offence. We won’t deal with your query on social media. We’ll direct you to other channels instead. We’d like you to ‘not’ be personal - If you have a complaint to make, we’ll look into it. We’ll point you towards our complaints page here www.sunderlandcareandsupport.co.uk/making-a-complaint

We’d like you to ‘not’ spam or advertise - Our social media channels aren’t the place for followers to advertise. Making the same points over and over - otherwise known as spamming - isn’t for our social media. You’ll be better off contacting us another way so we can look into the issue for you. We’d like you to ‘not’ over-share - If you’ve got an issue, we’ll happily look into it. But be careful not to post private information about yourself or others. Of course, most of the time social media works fine. On the rare occasion where you don’t stick to the house rules, our profanity filters will automatically hide offensive posts or comments, and we reserve the right to delete offending content and block you from contacting us through that route. We also reserve the right to contact the police should we feel the offensive content warrants it.