Community Reviews & Comments Policy

1. Scope and relationship with our other terms

This Community Reviews & Comments Policy (the “Policy”) applies to reviews, ratings, comments, replies, recommendations, photographs and other user-generated community material submitted to or displayed by 360parkhomes.com (the “Platform”). It covers residential park pages and, where enabled, listings, public business profiles and other community features.

It supplements our Website Terms & Conditions, Privacy Policy and, where relevant, Park Operator Terms & Conditions. If a provision conflicts with an individual's non-excludable legal rights, applicable law takes priority. We may apply specific posting rules shown beside an individual feature.

2. Who operates the Platform

The Platform operates under the trading name 360 Park Homes and is presented as being operated by Ostend Company Ltd (“360 Park Homes”, “we”, “us” and “our”).

3. Purpose of the community

Our community areas are intended to help people make informed decisions about residential parks, park homes and associated services. Genuine first-hand experiences, including critical or mixed experiences, can be valuable to prospective residents and purchasers.

Comments are the views of their authors, not findings or endorsements by 360 Park Homes. We do not independently inspect every park, verify every statement or guarantee the accuracy or completeness of third-party contributions. We will nevertheless take reasonable and proportionate steps required of a publisher of consumer reviews to prevent and remove banned material.

4. Reviews, comments, replies and ratings

A review is feedback that expresses an opinion or assessment about a park, product, service or business, including comments that could influence a person's decision. A general comment might instead provide factual information, ask a question or join a discussion. An operator reply is a response from an authorised manager of the relevant park. A rating or summary may be displayed if that feature is offered.

Consumer-protection rules may apply to reviews regardless of what the submission form calls them. The availability of a rating, reply or review feature may vary by page; a park page's existence does not mean it has been independently verified.

5. Who may contribute

Users must be at least 18 years old to register and use account-based community features. Where the Platform requires an account, you must post from your own account and comply with the sign-in and identity rules. Do not impersonate a resident, buyer, operator, agent, manufacturer, contractor or member of our team.

We may restrict posting to particular account types, require sign-in or apply approval workflows. Those access checks do not, by themselves, establish that a contributor is a verified resident or has completed a purchase.

6. Genuine experience and truthful contributions

If you write a review, it must reflect a real experience you personally had. You may describe living at, previously living at, visiting, making enquiries about, or dealing directly with a park or relevant business, but you should explain the nature and date of your connection where it helps readers understand your experience.

Distinguish your own observations from second-hand information, rumours or speculation. Do not make up incidents, reviews, purchases, occupancy histories, ratings, dates or conversations. Avoid claiming that every park, home or resident has the same experience on the basis of a limited visit.

7. Honest opinion, accurate facts and context

You are welcome to express a genuine positive, negative or mixed opinion. State factual allegations responsibly, identify uncertainty and avoid presenting a disputed allegation as an established fact. If circumstances have changed since your experience, make that clear where reasonably possible.

360 Park Homes does not require that criticism be complimentary or approved by a park operator before it can appear. Differences of opinion, a poor rating or a genuine complaint are not by themselves grounds for removal.

8. Fake reviews are prohibited

Do not create, submit, commission, purchase, sell, offer or arrange fake consumer reviews. This includes invented experiences, duplicate or coordinated accounts used to distort feedback, bots or fabricated testimonials, reviews posted on behalf of someone who did not have the claimed experience, and manipulations intended to make a park or business appear more or less favourably reviewed than it is.

Businesses, their owners, employees, representatives and marketing agencies must not pretend to be independent residents or customers or arrange for others to do so. An apparently authentic review is still fake if the claimed experience did not happen.

9. Incentives, rewards and sponsored contributions

We do not permit paid-for, rewarded, discounted or otherwise commissioned reviews through our community features, whether the incentive is offered for a positive, negative or neutral outcome. Do not offer money, gifts, discounts, free services, preferential treatment or another benefit in exchange for a review. Disclosing an incentive does not make an otherwise prohibited submission acceptable under this Platform policy.

If a contributor has already received or been promised a benefit linked to a review, they must not publish it as an independent review; they should disclose the circumstances to us. Any separately identified advertising or promotional content must use the appropriate route and must not be disguised as a consumer review.

10. Conflicts of interest and business connections

Authors must not conceal a material connection to the business or park being discussed. Park owners, managers, employees, estate agents, contractors, manufacturers, family members acting on behalf of a business, and others with a commercial interest must not pose as independent consumers.

An authorised park operator may provide an identified operator response on an assigned park page when that facility is enabled. Such a response must not be displayed or described as an independent resident review. A business may not direct customers to remove negative reviews, nor select only satisfied customers to create a falsely favourable impression.

11. How reviews are submitted and collected

Where a review or comment form is available, contributions are submitted by the person using that form or through another authorised channel we clearly identify. We do not promise that every external source, website or historical review is imported, nor that each reviewer has completed a formal verification process.

We may apply sign-in requirements, rate limits, duplicate checks, automated flags, human moderation and requests for additional evidence, depending on the feature and the risks identified. Our published review collection and display practices will be adjusted if our processes or technology materially change.

12. Reasonable checks and verification limits

We use, or where necessary must establish, reasonable and proportionate measures to identify potentially fake or misleading reviews, including scrutiny of suspicious patterns, duplicate submissions, complaints and conflicting evidence. Both positive and negative reviews are subject to appropriate checks; we do not apply stricter standards merely because a review is critical.

We may privately ask for information demonstrating the nature of an experience, such as a date, correspondence or a non-sensitive explanation of a visit or tenancy. Do not upload proof of identity, tenancy documents or private correspondence to public comment fields. We may withhold a review while investigating credible concerns, but an inability to produce one particular document is not automatically proof that an experience did not happen.

13. Publication and review delays

Eligible genuine reviews should be published without unreasonable delay, subject to fair moderation and any necessary checks. Publication is not guaranteed for material that breaches this Policy or applicable law. Reviews may be paused temporarily where there is a credible concern requiring investigation.

We will not deliberately hold back lawful negative reviews while publishing comparable positive ones. Where a contribution is rejected, edited for a permitted reason or removed, we may explain the basis to the author, subject to privacy, safety and legal considerations.

14. Prohibited and restricted content

Contributions must not contain:

• False impersonations, fabricated experiences or materially misleading factual claims.
• Unlawful threats, harassment, hate speech, discriminatory abuse, intimidation or encouragement of violence.
• Unsupported accusations of criminal conduct presented as fact, defamatory statements or content infringing another person's rights.
• Spam, repeated promotions, undisclosed advertisements, malicious links or attempts to manipulate ratings.
• Private contact details, identity documents, financial information, confidential correspondence, precise personal locations or information that puts an individual at risk.
• Copyrighted photographs or other materials you do not have permission to use.

A strongly worded but genuine critical review is not automatically abusive; context, factual basis, public interest and freedom of expression all matter.

15. Respect residents and other people’s privacy

Do not identify neighbours, employees, staff members, prospective purchasers, children or other individuals unnecessarily. Avoid publishing a person's private email address, telephone number, medical information, disability, financial circumstances, detailed tenancy correspondence or photographs showing them without a suitable basis.

If you need to report a safeguarding concern, data breach, alleged offence or serious dispute, contact the relevant authority or our team privately instead of placing sensitive details in a public review. For privacy enquiries use privacy@360parkhomes.com.

16. Photographs, videos and evidence

Images and supporting material must be your own or properly licensed and relevant to the experience described. Do not upload images that intrude on neighbours' privacy or expose security arrangements or confidential documents. We may remove or blur identifying details, request an alternative image or refuse material where necessary.

Evidence supplied privately to help investigate a report is not automatically made public and will be handled under our Privacy Policy. Only send material that is reasonably needed and that you are entitled to share.

17. Fair and proportionate moderation

Our moderation aims to protect the reliability of community information, safety and legal rights. We may review, temporarily hide, reject, correct a factual label, limit visibility or remove content for a genuine and documented reason, including fake reviews, privacy breaches, abuse or other violations of this Policy.

Our processes must be applied fairly to favourable and unfavourable content. We do not remove or demote genuine criticism simply to protect a business's image, because an operator pays for an account, or because a reviewer refuses to settle a dispute privately. We may preserve internal notes explaining significant moderation decisions.

18. Park operators’ right to respond

Where the operator-response feature is enabled, an approved park operator may respond publicly only on park pages assigned to its operator account. Responses should be courteous, relevant and accurate, and clearly attributable to the operator. Operators must not reveal confidential resident records, private account details or the contents of private messages without a proper basis.

Claiming or managing a park page does not give an operator the power to edit, delete or block independent residents’ reviews. Operators may flag disputed material for independent assessment by 360 Park Homes. Replies do not amount to 360 Park Homes endorsing the operator's account of events.

19. No retaliation or pressure on reviewers

No operator, seller, business or other user may intimidate, threaten, harass or retaliate against a person for posting lawful genuine feedback. Do not demand deletion as a condition of resolving a complaint, seek to identify anonymous contributors through improper means, or offer special treatment in exchange for withdrawing critical comments.

Disagreements should be addressed by factual, proportionate public replies or a private complaint to us, not campaigns of abuse or attempts to overwhelm reviews with fabricated positive feedback.

20. How to report a review or comment

Use any available in-page reporting function or email contact@360parkhomes.com with the subject “Report a community review”. Include the relevant page URL, the comment or review concerned, your reason for reporting it and any concise supporting information. Do not send extensive personal or sensitive documents unless requested through an appropriate private channel.

You may report suspected fake reviews, concealed incentives, harassment, inaccurate personal data, impersonation, threats, privacy concerns and other breaches. A report is not a guarantee that the disputed content will be removed.

21. How reported content is assessed

We assess credible reports using proportionate steps suited to the nature of the concern. These may include checking the post and its context, reviewing relevant account activity, seeking clarification from the author or operator, considering available evidence and referring serious concerns for appropriate specialist or legal assessment.

We will not automatically accept a business's request to remove a negative review or require authors to prove every statement to the criminal standard of proof. At the same time, freedom to criticise does not permit fabrication, malicious impersonation, unlawful harassment or unjustified disclosure of another person's information.

22. Possible outcomes and review requests

Depending on the evidence and risk, we may leave the content in place, seek clarification, ask for non-material corrections, add appropriate context, restrict a particular section, temporarily suspend publication, remove a rule-breaking contribution or take account-level action. We may also refer urgent matters to relevant authorities where appropriate and lawful.

An author or affected business may request reconsideration by contacting us with the relevant URL, decision and reason. We will review new material proportionately, but do not guarantee a particular outcome or an unlimited appeals process. We may not be able to disclose private evidence provided by another person.

23. Ratings, rankings and review summaries

If the Platform introduces star ratings, review counts, aggregate scores, selected testimonials, badges or rankings, these must not falsely imply a broader or more positive set of experiences than the underlying genuine reviews support. We must not inflate scores with fake or incentivised contributions or conceal negative reviews to improve a displayed total.

Where such features are used, we will aim to explain relevant inclusion rules, ordering, dates, sample sizes and commercial influences where necessary to avoid misleading readers. No star-rating, ranking or “verified” badge should be assumed to exist on every park page or to certify the park's legal or operational quality.

24. Verification and endorsement labels

Labels such as “park claimed”, “operator approved” or similar account identifiers, if offered, refer only to the relevant on-platform approval and must not be presented as an independent inspection of housing quality, licensing compliance or the accuracy of all claims made by the operator.

We will not label a review “verified resident” or “verified purchase” unless an appropriate verification process supports that description. Missing verification labels do not automatically mean a review is false.

25. Advertising and commercial relationships

A featured listing, paid contractor or manufacturer profile, sponsored placement or subscription does not entitle the paying business to control the reviews written about it. Payment does not buy favourable moderation, higher review scores or the suppression of critical feedback.

Where a commercial relationship could materially influence what visitors see, we will identify promotional placement appropriately. Marketing content and paid endorsements must not be disguised as independently submitted consumer experiences.

26. Public reviews versus private complaints

A public review is intended to inform other visitors and may remain visible even when the underlying issue has been resolved. A complaint addressed privately to a park, contractor or our Platform is a different process. We do not require a person to use a private complaint channel instead of sharing a lawful review.

If you need help with a 360 Park Homes account, a listing or an operator dispute, contact contact@360parkhomes.com. We may refer issues about housing standards, pitch agreements, criminal matters or consumer contracts to the relevant responsible parties or public authorities; we are not an independent park-home ombudsman.

27. Editing, correction and deletion requests

Where editing is enabled, authors can correct or update their own content within the feature's rules. If editing is unavailable, contact our team to request a correction or removal, identifying the URL and content. We may retain limited records where reasonably necessary to establish the history of a complaint, enforce these rules or meet legal duties.

We do not promise that deleting a review will instantly erase search engine caches, third-party screenshots or previously shared copies. Requests involving personal data will be considered under our Privacy Policy and applicable law.

28. Ownership and permission to display content

You retain ownership of original material you create. By submitting content for publication, you grant 360 Park Homes a non-exclusive, royalty-free permission to host, reproduce, format, moderate and display it on the Platform, and to make reasonable technical copies needed to provide the service, for as long as permitted by our terms and applicable law.

You confirm that you have permission to submit any material belonging to someone else. We will not intentionally alter a review to reverse its meaning or present an edited excerpt misleadingly. Requests relating to copyright infringement can be sent to our general contact email with details of the work and relevant page.

29. Records, safety and data protection

To operate the review process, we may process account identifiers, review content, submission details, moderation history, technical or security logs, reports and limited evidence necessary to investigate suspicious or unlawful activity. Details of processing, potential recipients, retention considerations and individual rights are explained in the Privacy Policy.

Public reviews may be indexed and shared. Private evidence and account contact details should not be exposed in operator replies or publicly disclosed merely because an individual posts a review.

30. Misuse, repeat breaches and account restrictions

Where justified, we may warn a user, remove affected content, restrict review posting, suspend an account or operator privileges, investigate coordinated misuse and take other proportionate measures. We may consider past breaches, severity, user safety, the reliability of the evidence and any applicable legal obligations.

Reviews must not be used to extort discounts, obtain unlawful payments, threaten a business or manipulate its public reputation. Operators and businesses may also lose platform permissions for instructing others to create fake reviews or attempting to intimidate genuine contributors.

31. Legal framework, changes and governing law

Our approach to consumer reviews is intended to reflect the Digital Markets, Competition and Consumers Act 2024 and the Competition and Markets Authority's guidance on fake and misleading reviews, including reasonable and proportionate steps to prevent and remove prohibited content. No part of this Policy excludes rights or remedies that cannot lawfully be excluded.

We may update this Policy in response to changes in community features, applicable law or moderation practices. The version and effective date shown above will be updated. These terms are governed by the laws of England and Wales, subject to mandatory consumer protections and any jurisdictional rules that apply elsewhere in the United Kingdom.

For further official information, see the CMA guidance on fake reviews and its guidance for review publishers.