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Facebook community standards

Facebook community standards

We want our Facebook page to be a safe and supportive space for all our clients, volunteers, supporters, partners and staff, and we’re proud to say that this community is almost always kind and respectful.

These standards are here to support that, so everyone visiting this page can feel welcome and we can focus our time on supporting the people who need us.

Response policy

Our Facebook page is monitored from 9am-5pm, Monday to Friday. Outside of these times comments and messages may not be seen.

We always try to reply to comments in a timely manner, however it can take some time to gather the information required to respond in full.

If you are in need of support with your housing, mental health or wellbeing, please call our free helpline any time on 0800 567 7699.

If you need urgent mental health support call 0800 107 0160 to Release the Pressure, or text the word KENT to 85258.

You can also get mental health support online using the Mental Health Matters webchat: https://online.mentalhealthmat...

Moderation policy

We respect personal opinions and encourage discussion and debate. But we want our platforms to be kind and respectful and so will take action by hiding or removing content that is hateful, threatening or discriminatory. We will also ban users who repeatedly post content of this kind.

As an organisation, we’re fighting for a society where the most excluded are included. This means that we will not tolerate hate speech in any form on our Facebook page. This includes any content that discriminates on the basis of race, colour, gender, nationality, ethnicity, disability, religion, sexuality, sex, age or class.

We will hide or remove content that in any way targets individual Porchlight clients, volunteers or members of staff, or any comment about named or identifiable individuals or organisations that is potentially libellous.

We don’t permit linking to or posting any content which endorses illegal activity, or any activities against the values of Porchlight.

We reserve the right to hide or remove any content which violates any of these policies.

Please note: our page is set to automatically hide comments containing profanity, so it may take longer for comments containing offensive language to be seen and responded to.

Moderation process

We try to reply to all but the most offensive comments. Once a response has been made, including a reminder of our community standards, we may hide the original comment if we find it violates our policies.

Subsequent responses or comments of a similar nature will be deleted.

If commenting or posting continues, users will be banned from our page.

Compliments, suggestions and complaints

Please visit to find out how to give us feedback about any of our services.


Please note that post comments and other community content do not necessarily reflect the views or opinions of Porchlight.