Contacting us using social media
Last updated - 1 November 2019
Talk to our customer services
If you need to reach our customer service team, you can do this through social media on both Facebook and Twitter.
For queries received during our working hours of 9am-5pm Monday to Friday we aim to respond in the same day. Anything out side of these hours we will get back to you on the next working day.
If you need to contact us for an emergency, please either use Live Chat if during working hours or call through to 033 3000 3000 if out of hours.
Talking to us through social media
We want everyone to feel comfortable using our social media channels, and to help this we’ve developed some guidelines to keep in mind when contacting us via social media. We know that most people will treat others with respect, but if we see something that will cause offence or you’re not adhering to the guidelines set below, we will not respond to your post. If unacceptable behaviour persists, you may be blocked from contacting us via the channel used (Facebook/Twitter).
We're people too | Your tone and approach count for a lot, and it's important to remember there's another person on the other end of that screen—a human being, just like you. Don’t post anything that could be offensive or insulting to others.
Don’t name and blame | NHG is a we, not an I so let’s focus on the issue not the individual.
R.E.S.P.E.C.T | We all have issues/topics which we are sensitive to, so please avoid posts that include profanity, religious/political content, or are off topic. Post which could be deemed to be offensive to others will not be responded to.
If you are offended by any posts please use the “Block or report” button next to the post. If you select “Report" this report will go to the channel's provider (Facebook/Twitter), not NHG.
Stay safe | Please don’t post any personal information. Any posts that include an email address, phone number, mailing address, date of birth or other personal information should be included in a direct/private message (DM/PM).
Facts first | Please don’t post any false or misleading information about NHG or any third party contracted by us. We want to help you, knowing the facts as quickly as possible will help us to do that.
Keeping it real | If there are issues in the media we’re happy to answer any questions you might have, and we’ll give you as much detail as we can. Please don’t post any content that is untrue or speculation regarding NHG, we’d rather you ask us first. Feel free to ask questions so that we can provide you with as much detail on the issue as possible.
Not a billboard | Please don’t post any messages that serve as advertisements or self promotion. Any links, images, or messages posted which promote yourself, an off topic event or a business will not be responded to.
We are here to help | Sometimes things go wrong, if you have a complaint about NHG or an experience related to a service provided by NHG, we want to hear about it so please let us know.