Frequently asked questions

## [This is a Civilized Place for Public Discussion](#civilized)

Please treat this discussion forum with the same respect you would a public park. We, too, are a shared community resource — a place to share skills, knowledge and interests through ongoing conversation.

These are not hard and fast rules, merely aids to the human judgment of our community. Use these guidelines to keep this a clean, well-lighted place for civilized public discourse.

Improve the Discussion

Help us make this a great place for discussion by always working to improve the discussion in some way, however small. If you are not sure your post adds to the conversation, think over what you want to say and try again later.

The topics discussed here matter to us, and we want you to act as if they matter to you, too. Be respectful of the topics and the people discussing them, even if you disagree with some of what is being said.

One way to improve the discussion is by discovering ones that are already happening. Please spend some time browsing the topics here before replying or starting your own, and you'll have a better chance of meeting others who share your interests.

Be Agreeable, Even When You Disagree

You may wish to respond to something by disagreeing with it. That's fine. But, remember to criticise ideas, not people. Please avoid:

* Name-calling.
* Ad hominem attacks.
* Responding to a post's tone instead of its actual content.
* Knee-jerk contradiction.

Instead, provide reasoned counter-arguments that improve the conversation.

Your Participation Counts

The conversations we have here set the tone for everyone. Help us influence the future of this community by choosing to engage in discussions that make this forum an interesting place to be and avoiding those that do not.

Discourse provides tools that enable the community to collectively identify the best (and worst) contributions: favorites, bookmarks, likes, flags, replies, edits, and so forth. Use these tools to improve your own experience, and everyone else's, too.

Let's try to leave our park better than we found it.

If You See a Problem, Flag It

Moderators have special authority; they are responsible for this forum. But so are you. With your help, moderators can be community facilitators, not just janitors or police.

When you see bad behavior, don't reply. It encourages the bad behavior by acknowledging it, consumes your energy, and wastes everyone's time. Just flag it. If enough flags accrue, action will be taken, either automatically or by moderator intervention.

In order to maintain our community, moderators reserve the right to remove any content and any user account for any reason at any time. Moderators do not preview new posts in any way; the moderators and site operators take no responsibility for any content posted by the community.

Always Be Civil

Nothing sabotages a healthy conversation like rudeness:

* Be civil. Don't post anything that a reasonable person would consider offensive, abusive, or hate speech.
* Keep it clean. Don't post anything obscene or sexually explicit.
* Respect each other. Don't harass or grief anyone, impersonate people, or expose their private information.
* Respect our forum. Don't post spam or otherwise vandalize the forum.

These are not concrete terms with precise definitions - avoid even the appearance of any of these things. If you're unsure, ask yourself how you would feel if your post was featured on the front page of The Daily Mirror.

This is a public forum, and search engines index these discussions. Keep the language, links, and images safe for family and friends.

Keep It Tidy

Make the effort to put things in the right place, so that we can spend more time discussing and less cleaning up. So:

* Don't start a topic in the wrong category.
* Don't cross-post the same thing in multiple topics.
* Don't post no-content replies.
* Don't divert a topic by changing it midstream.
* Don't sign your posts — every post has your profile information attached to it.

Rather than posting “ 1” or “Agreed”, use the Like button. Rather than taking an existing topic in a radically different direction, use Reply as a Linked Topic.

Post Only Your Own Stuff

You may not post anything digital that belongs to someone else without permission. You may not post descriptions of, links to, or methods for stealing someone's intellectual property (software, video, audio, images), or for breaking any other law.

Please do not share your personal details with any other hubb member, unless asked by a member of staff.

Powered by You

This site is operated by your friendly staff and you, the community. If you have any further questions about how things should work here, open a new topic and let's discuss! If there's a critical or urgent issue that can't be handled by a meta topic or flag, contact us.

Terms of Service

Yes, legalese is boring, but we must protect ourselves - and by extension, you and your data - against unfriendly folks. We have a Terms of Service describing your (and our) behavior and rights related to content, privacy, and laws. To use this service, you must agree to abide by our TOS.

PRIZE DRAWS

As a registered member of the Customer hubb you can complete any survey that is posted. Starting a thread or commenting on a user's post will also ensure you are automatically entered into our free prize draw. Your contribution must be in keeping with the terms and condition of the Customer hubb.

FREQUENCY OF PRIZE DRAW

We aim to conduct a prize draw the first Friday in every month for the month previous. For example, June 9th prize draw will be conducted for the month of May.
We will conduct 12 prize draws throughout the year, where the prize will be for £15 love to shop voucher.

RULES
The prize draw is only open to Stonewater customers. The prize draw is not open to Stonewater colleagues or their immediate families.

Where possible, this will also be announced on Facebook but we reserve the right to not announce the winners name via social media/web.

Proof of submission is not proof of receipt.

Everyone who meets the entry criteria will be placed into the prize draw, however we will only accept one entry per person.

There is no cash or alternative to the prize stated and we cannot send the prizes to anyone else, only the winner. Stonewater reserves the right to substitute a prize of equal or greater value if circumstances outside of its control make this necessary.

We will make every effort to contact the winner using the contact details provided, however If the prize cannot claimed for any reason within 14 days a redraw will take place using the same system. This will continue until a winner is contacted. If we cannot make contact with you within the 14 days, we will remove you from the next draw.

Winners agree to their names and photographs being used for promotional purposes, and details of their name and county of residence may be shared with anyone who requests the winner's details. Further, if you are a winner, we may ask you to take part in publicity relating to this prize draw with no further recompense.
Prizes will be sent to the address of the customer. We will not dispatch to any other address.

We believe prize draws should be fair to all participants and therefore we will not tolerate anyone who posts or is seen to be posting comments anywhere on the internet during the prize promotion that we think are bullying, spiteful or upsetting to other entrants and followers of Stonewater or directly aimed at us. Anyone acting in this way will be disqualified from the prize promotion.

We reserve the right to cancel, amend, withdraw, terminate or temporarily suspend this promotion for whatever reason, with no liability to any entrants or third parties but if this happens we will use all reasonable endeavours to avoid disappointment.

The application and interpretation of these terms and conditions shall be governed by the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute concerning them.

If you have any questions, you can get in touch with us at customer.engagement@stonewater.org

We will not enter into any discussion on the Customer hubb about this prize promotion.

Stonewater's decision is final and binding. No correspondence will be entered into.

All entries which meet the above criteria will be assigned a number. The winning ‘number' will be chosen using independent random number selector www.random.org.

This prize draw is administered by the Customer Involvement Team.

CHANGES TO OUR TERMS
We may revise these Terms at any time. Any such changes are effective immediately from the time they are posted. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Your continued use of the Customer hubb will be deemed to signify your acceptance to the changes. These Terms were last updated in April 2017.

CONCERNS AND COMPLAINTS
If you have any comments, concerns, complaints or wish to discuss any aspect of the prize draw please contact us at customer.engagement@stonewater.org

Any Stonewater customer can register to use the forum. All our customers can have a valuable input to the site whether you are a shared owner, general tenant or leaseholder. As long as you are 16 and over you can join in the conversation.

The Customer hubb is a public forum for our customers to chat. You can ask for advice, share good practice and promote community events. It's suitable for every age, ability or interest. You can also keep track of Stonewater Hot Topics and have your say in the things that interest and affect you.

If your question is related to this website please email customer.engagement@stonewater.org for all other customer related queries please visit the contact us page.

At Stonewater we are always looking for enthusiastic customers to help us improve our services. Your views really do matter and we value your feedback. There are lots of ways for you to getting involved from completing a survey to becoming a panel member. To find out what opportunities are available go to the “Get Involved” section on the Stonewater website.

This is a public forum, although, there are some topics that can only be seen by the community.

Customer hubb - Online Customer Group Terms of Reference Purpose The Customer hubb is Stonewater’s primary online service to engage with customers about any subject that has or may impact on their experience living in a Stonewater home. Providing opportunities to take part in consultations, surveys and discussions, it’s also an area where Stonewater can feedback in a ‘You said, we did’ capacity. The hubb is also a forum for our customers to chat. Members can ask for advice, share good practice and promote community events. It’s suitable for every age, ability or interest. You can also keep track of Stonewater Hot Topics and have your say in the things that interest and affect you. Membership • The hubb is open to all customers of Stonewater (or those acting on behalf of a customer with their consent) • The hubb also allows for members who have left a Stonewater tenancy to remain users, however, their involvement in Stonewater’s services is limited (see becoming a non-Stonewater tenant below). Administration and moderation • The content on the hubb is added by both Stonewater and members of the hubb. Stonewater reserves the right to remove posts that are considered abusive or disruptive. • We will remove any posts that include contact or identification details such as phone numbers, postal and/or email addresses. • The hubb is also moderated by ‘hubb champions’. These champions are customers who have the additional responsibility of joining in conversations and helping to sign post to other threads, resources and/or conversations that can help another member. • If you feel that something is inappropriate and we haven’t acted, please contact the site admins by messaging either @matt_smart (Matthew Smart, Digital Customer Involvement Officer) or @michelle_hocknull (Michelle Hocknull, Customer Involvement and Scrutiny Specialist). Becoming a non-Stonewater customer When a customer leaves a Stonewater home or their tenancy becomes managed by another agent and they are a member of the hubb, the account will change to a Non-Stonewater account. This account will still allow access to the site, messages and content that has been posted by the user, however, access to surveys, consultations and the information area will be removed. This ensures that any relationships between members within the forum and/or interests are not interrupted.

Please do not share your personal details with any other hubb member, unless asked by a member of staff.