# Social Media Community Management for UK Businesses

Source: https://dijitulmarketing.co.uk/community-management/
Updated: 2026-10-18

> dijitul marketing looks after your social media community: we reply to comments, messages and reviews, hide spam, flag complaints to you fast, and keep a log of common questions. Community management is part of our social media packages from £125 a month + VAT per platform, covering Monday to Friday, 09:00 to 17:30.

Price: From £125 a month + VAT

## Problems this solves

- Messages sit unanswered over the weekend and into Monday afternoon
- Ad comments are full of spam and nobody removes it
- A complaint went public before anyone in the business saw it
- Different staff give customers different answers
- You do not know which questions come up most
- You are tempted to delete negative comments

## Key facts

- Community management from £125 a month + VAT per platform package
- Cover Monday to Friday, 09:00 to 17:30, UK time
- The 2025 Sprout Social Index found 73% of consumers expect a brand to reply on social within 24 hours
- Complaints, refunds and legal issues are escalated to you, never answered by guesswork
- Since 6 April 2025, fake reviews and hidden incentivised reviews are banned under the DMCC Act
- Saved replies and an FAQ log built from real questions
- Monthly, cancel with notice

## What community management means

Posting is half of social media. The other half is what happens afterwards: comments, direct messages, tags, mentions, reviews and replies under your ads. Community management is looking after all of that so customers get answers and problems get caught early.

Speed matters. The 2025 Sprout Social Index found that 73% of consumers expect a brand to respond on social media within 24 hours. We check your inboxes and comments through the working day, answer routine questions straight away, and pass anything sensitive to you. Community management is included in our social media management packages, or can be set up on its own for busy accounts, from £125 a month + VAT per platform.

## How we handle replies

Before we start, we build a reply guide with you: opening hours, prices you are happy to publish, booking links, delivery times, returns policy and the tone you want. From that we create saved replies in Meta Business Suite and the other platforms' inboxes, so answers are fast and consistent. The guide is updated as new questions come in, so it becomes a record of what your customers actually ask.

- **Routine questions** (opening times, availability, how to book) are answered directly.
- **Sales enquiries** are answered and passed to you with the person's details.
- **Complaints** get a prompt, polite public reply moving the conversation to private messages, and are escalated to you the same working day.
- **Legal, medical, financial or press questions** are never answered by us; they go straight to you.

## Moderation: hide, delete or reply

Spam, scams, abuse and personal data posted publicly should be removed. Genuine criticism should not. Deleting fair complaints usually makes things worse, because people notice and repost. We hide obvious spam and abuse using Facebook and Instagram's hide and keyword filter tools, report scam accounts impersonating you, and reply to fair criticism calmly and in public.

Comments on paid ads need the same attention. A single unanswered "is this a scam?" under an ad can reduce clicks for everyone who sees it. Scammers also reply to genuine customers under your posts pretending to be your support team, so we watch for lookalike accounts and warn customers publicly when it happens. If we are running your paid social, we monitor ad comments daily.

## Reviews and the law

Since 6 April 2025, the Digital Markets, Competition and Consumers Act 2024 has banned fake reviews and reviews that hide an incentive, under paragraph 13 of Schedule 20. The Competition and Markets Authority can now enforce consumer law directly, with fines of up to 10% of global turnover. That means no buying reviews, no posting reviews from staff or friends as if they were customers, and no offering a discount for a five-star review without making that clear.

What you can do is ask every customer for an honest review, at the same point in the process, and reply to all of them, good and bad. Asking only happy customers risks giving a misleading picture. A short, specific reply to a bad review often reassures future customers more than the five-star ones. We draft replies for your approval.

## What you get each month

Alongside the daily replies, you get a monthly summary: how many messages and comments came in, average response time in working hours, the questions people asked most, any complaints and how they were resolved, and the overall tone of conversation. The FAQ list is useful well beyond social media. It often shows what to add to your website, your emails or your sales scripts.

We work in UK working hours. If you need evening or weekend cover for a hospitality or retail business, we will discuss what is realistic, and we always make clear on your profile when replies may be slower.

## What you get

- Daily checks of comments, DMs and mentions on working days
- Replies using approved answers and your tone of voice
- Spam and abuse hidden or removed under each platform's tools
- Escalation of complaints and sensitive issues to a named person
- Comment monitoring on paid ads
- Monthly summary of themes, sentiment and FAQs

## FAQs

### How much does community management cost?

dijitul marketing includes community management in social media packages from £125 a month + VAT per platform. It can also be set up on its own for busy accounts. The fixed price depends on message volume and how many platforms we cover.

### How quickly will you reply to messages?

We check inboxes and comments through the working day, Monday to Friday, 09:00 to 17:30. Routine questions are answered the same day. The 2025 Sprout Social Index found 73% of consumers expect a reply within 24 hours, which is our target.

### Will you delete negative comments?

No, unless they are spam, abuse, scams or contain personal data. Fair criticism gets a calm public reply and is moved to private messages. Deleting genuine complaints usually draws more attention to them.

### Can we offer a discount in exchange for reviews?

Not without making the incentive clear. Since 6 April 2025, the DMCC Act bans fake reviews and reviews that conceal an incentive. You can ask all customers for an honest review, and we can draft replies to every review you get.

### Do you cover weekends?

Our standard cover is Monday to Friday, 09:00 to 17:30. For hospitality or retail clients we can discuss extra cover, or set up clear auto-replies telling people when they will hear back.

### What happens with complaints?

We reply politely in public, move the conversation to private messages and escalate it to your named contact the same working day. We never offer refunds or admit liability on your behalf.

## Prices and contact

Prices (all from, + VAT; ad spend separate): Google Ads management £150 a month; Paid social (Meta, LinkedIn, TikTok) £150 a month; Social media management £125 a month; Email marketing £95 a month; Marketing automation set-up £195; SMS marketing £75 a month; GA4 set-up £95; Conversion tracking £145; Data Studio (Looker Studio) dashboard £145; Conversion rate optimisation £195 a month; Content marketing £195 a month; Consultancy, audits and strategy £45 an hour. All prices are "from" and exclude VAT. Ad spend is separate and paid directly to Google, Microsoft, Meta, LinkedIn or TikTok. Paid media management is from £150 a month or 10 to 15% of ad spend, whichever is higher. You own every ad account, pixel, audience and email list we set up. Contact: https://dijitulmarketing.co.uk/contact/ · 01623 650333 · info@dijitul.uk