Social Media And Comment Moderation Policy

Enveco NW Environmental Services | Social Media And Comment Moderation Policy 

Version 2: Last modified 30th January 2026.

 

1.Purpose

2.Our social media platforms

3.How We Use Social Media

4.Engagement and Moderation

5.Political Impartiality

6.Community Groups and Partnerships

7.Replies and direct messages

8.Handling your queries

9Complaints, media requests, and freedom of information requests

 

1.Purpose

Enveco NW uses social media to communicate with residents, businesses and partners about our environmental services. This policy sets out how we manage our social media presence, how we moderate public interaction, and what users can expect from us. Please keep this policy in mind when submitting comments. When opinions are sought, all comments will be considered before the response is published.

2.Our social media platforms:

We operate official accounts on Facebook, Instagram, LinkedIn, TikTok and YouTube.

3.How We Use Social Media

Through our channels we:

  • Share service updates and announcements
  • Provide educational and environmental information
  • Promote community initiatives
  • Direct users to relevant resources
  • Encourage positive environmental behaviour

We may share from partners or reputable organisations. This does not constitute endorsement. Our decision to follow accounts does not imply endorsement. We follow accounts on all social channels we believe are relevant to our work

4.Engagement and Moderation

We welcome comments, questions and discussion. However, all engagement must remain respectful and relevant. Our social media accounts are generally monitored during working hours, Monday to Friday, except on public holidays.

We may hide, delete or report content that contains:

  • Abuse, threats or discrimination
  • Defamation or unverified allegations
  • Harassment or personal attacks
  • Obscene or inappropriate content
  • Misinformation relating to our services
  • Repeated disruptive behaviour
  • Spam or commercial promotions
  • Personal data
  • Off-topic content

Users who repeatedly breach guidelines may be restricted or blocked.

5.Political Impartiality

As an organisation delivering public services, Enveco NW must remain politically neutral.

Therefore:

  • We will not publish or engage with political commentary or campaigning
  • Political comments may be removed
  • During pre-election periods, our activity complies with statutory guidance

6.Community Groups and Partnerships

We work with community organisations and may share content that:

  • Relates to environmental services
  • Promotes community wellbeing
  • Is non-political and accurate

7.Replies and direct messages

Social media should not be used for urgent issues or personal case discussions. We will aim to respond to comments and messages within 48 hours.

8.Handling your queries

To respond to your request, we may ask for personal data. You must be aware that any information or evidence you provide to us via direct messages may be used by your social media provider in accordance with their privacy policies and terms of service.

9.Complaints, media requests, and freedom of information requests

Your views are important to us

You may have a compliment, or complaint or would like to make a comment about Enveco or other Council services. Enveco always aims to provide a high standard of service and we welcome feedback about the services we offer, what we do well, and how we can be more effective in sorting out problems.

Complaints

The Council will aim to provide a response to the complainant within 10 working days either via telephone, email, a letter, or a face-to-face meeting.

If the complaint is going to take longer than this to complete, the complainant will be informed of an anticipated date for response.

Comments and compliments

We will pass comments and compliments on to the relevant service within 3 working days of receipt and we will consider feedback in an open-minded and impartial way and we will use it to help improve our services.

Customer feedback, including complaints, can be made by any method of contact:

  • Via the online contact us form: https://enveconw.co.uk/contact-us/
  • By emailing: enquiries@enveconw.co.uk
  • By calling: 01253 477477
  • By completing a feedback form: Available at Council reception points
  • In person: At a Council building or office
  • By writing directly to: Blackpool Waste Services, Layton Depot, Plymouth Road, Blackpool, FY3 7HW

Media requests

All media inquiries and requests for interviews, filming, and photography should be directed to the Enveco Marketing Department.

  • Email: marketing@enveconw.co.uk
  • Telephone: 07407815330
  • Open during office hours: Monday to Friday 09.00AM to 04.00PM GMT

If you are unsure which council service you should contact regarding your media inquiry, please visit our Press office contact page, where you can find details for Blackpool Council’s press team.

Freedom of Information (FOI) requests

The Freedom of Information Act (FOIA) gives you the right to ask us for information we hold.

The intention of FOIA is to promote openness and accountability, and help create a better understanding of how we work, make decisions, and spend public money.

All requests must be in writing (letter, email, form, or fax) and must include:

  • Your name (not a pseudonym)
  • A correspondence address
  • A clear description of the information you are requesting including any specific date ranges

You can make a request through the following options:

Your details will be shared with those involved in answering your request or dealing with any later complaint, but we will not make these details public.

We will keep your request for 12 months to allow for any appeal or complaint.