Our social house rules

Being respected and protected on social media

We love social media ❤️ It puts us closer to the people who matter – you! These little “house rules” help keep everyone happy and safe online, so take a quick peek, then post and share away...

Keeping yourself safe

First up, protect yourself – don’t share personal details publicly
Not everyone’s nice out there. We’ll ask you to remove any posts containing sensitive info – and get you to pop it across in a private message instead.

If we need to access your energy account, we’ll ask your permission first
And if it’s been a little while since you last got in touch, we might ask you again – just to be sure! We’ll also ask for your security details before we give you any answers or account info.

When you chat with us on social media, you’re agreeing to us using your personal details in line with our privacy policy.

Thinking of others

Be nice (obviously). We don’t tolerate abusive or discriminatory behaviour
Any posts or comments containing the following will be moderated in line with the rules of each platform:

Personal, confidential information about you or anyone else
Any racist, sexist, homophobic, transphobic, and other types of discriminatory language or content (including videos and images)
Any malicious content, trolling, and posts or comments that will hurt people
Any unlawful sharing of information or content, including anything that violates intellectual property rights
Any solicitation, spam, and suspicious links (eg, phishing). Posts repeating the same messages or links over and over again will be removed.
These rules go both ways: we'll remove any mistakes that we make too.

Our promise

At Boost, we strive to promote understanding and empathy
This means we’ll never tolerate racist, abusive, or discriminatory behaviour. We’re working hard to make all Boost spaces safe and positive – for our customers and the wider community.

We’ll do everything we can to remove offensive content from our feeds, and report it to each platform directly. If you spot any abusive content on our social media spaces, please let us know immediately.

We’ll moderate the content of anybody who chooses to break these social house rules – and may choose to block them too.

How to get in touch with us

You can reach us on Facebook and Twitter – from Monday to Thursday, 8am-8pm and on Fridays till 6pm.

Or if you’d rather, contact us through web chat from Monday to Thursday, 8am-8pm, Friday 8am-7pm, Saturday 9am-2pm.

Good to know…
We're really happy to answer questions on social platforms. We just can't discuss any complaints already being dealt with. This includes anything that’s being investigated internally, any legal cases, or anything that’s with the Energy Ombudsman. If we spot content that references any of that, we’ll make sure you speak to the right people.

What to do in an emergency

Please don’t message on social media if you have an urgent problem, because we might not be able to help you in time.

If you have a gas emergency...
Call the 24/7 National Emergency Hotline on 0800 111 999.

If you’re experiencing a power cut...
Call your local Distribution Network Operator asap. You’ll find the full list of local numbers here.

Important legal stuff

We reserve the right to:

Amend these rules at any time without giving notice.
Close down our social media accounts without giving notice.

It’s good for you to know that:

By using any of our social platforms we assume that you're familiar with (and will follow) the terms and conditions of each platform (e.g. Twitter, Facebook etc)
You’re responsible for anything you post, upload, or any content you link to
If you don’t want to receive our updates and messages, you can always “unlike” or “unfollow” us at any time