We monitor our main Twitter and Facebook accounts Monday to Friday, 9am to 5pm (except bank holidays and public holidays). If you contact us on either of these channels during these times we will try to reply as soon as possible.
We will always try to help, but unfortunately we are unable to formally act upon and respond to reports of problems such as road defects, missed rubbish collections or official complaints using Twitter or Facebook. In these cases we will direct you to the correct form to complete on our website. This will ensure that the correct department receives your comment or complaint immediately, and if you are logged on to your online customer account before you complete the form, you will be able to track your issue as it progresses through our systems.
We will accept Freedom of Information requests on our main Twitter or Facebook accounts as long as they are from an identified person or organisation. You can find more guidance on this on the Information Commissioner’s Office website.