/faqs/index
FAQ

About Neighbourly

What is Neighbourly

Neighbourly is a social network, set up to help charities and local causes connect with people and businesses that can provide help, in a way that's free for projects.

Who is Neighbourly for?

Neighbourly is for:

- Charities and causes that want to raise awareness and find help.

- People who want to lend a hand to local causes.

- Businesses that want to support local projects with funds, volunteer time or food surplus.

Is Neighbourly a charity?

Neighbourly is a for-profit company with a social mission. By making a ‘profit on purpose’, we’re able to sustainably scale and provide a free platform for local causes and supporters that would not be possible as a non-profit business.

Is Neighbourly free?

Neighbourly is free to use and there’s no charge to set up projects, events or fundraising pots. We charge companies an annual subscription which means that 100% of any company money pledged can go to the project.When an individual makes a donation to a project, Neighbourly charges a small transaction fee to cover the costs incurred. The fee is currently 5% of the gross donation (exclusive of any Gift Aid declaration amount). There are no additional subscription fees for this service.

Where do you operate?

We are currently accepting projects from: United Kingdom, Guernsey, Republic of Ireland, Isle of Man, Jersey, Netherlands.

How do I sign up?

Press the ‘sign up’ button on the top right of the homepage. If you’d like to either create or support charity projects, please choose ‘projects & volunteers’.


If you’re enquiring as a business, please email hello@neighbourly.com

How can I contact you?

Call us on 0117 917 5333 or email hello@neighbourly.com

Getting started

Do I need a Neighbourly account?

You can view the site and donate to projects without an account, but with an account, you’re able to:

- Create projects

- Follow and comment on project feeds

- Volunteer for events

- Keep a record of your donations

- Track all your Neighbourly activity within your dashboard

How do I register for an account?

Press the ‘sign up’ button on the top right of the homepage. If you’re here to create or support charity projects, please choose ‘projects & volunteers’. Fill in the form and press ‘sign up’. Click on the link in your verification email and you’re ready to go. Check your spam folder if this email doesn’t appear in your inbox.

If you’re enquiring as a business, please email hello@neighbourly.com

Why do I join as an individual rather than as a charity?

Neighbourly works by individual people starting, sharing and supporting charity projects. Once you’ve created an account, you can start a project under the name of your charity or community group.

Why do you need my postcode?

This is so that supporters can be shown on the project maps and we can give you relevant information for your area. Your location on the map is based on a postcode, not a specific house. You can move your map location pin away from your actual postcode on the sign up page.

What should I do after setting up my account?

Upload a profile picture and short bio to tell the community a bit about you. You can find these options via your dashboard (profile circle, top right). You can then start creating, following and supporting projects.

How do I create a project?

Log in and click on ‘create a project’ (grey button, top right). Fill in the form and press ‘save’. Then upload a good main image by clicking on the ‘picture coming soon’ space, top right of your new project page. Add content to your news feed and use the social share buttons to spread the word.

Click here for our Projects Guide

How do I edit or change my account details?

These options can be found on your dashboard. Log in and click on your profile circle (top right) and select ‘account settings’. From here you can change your password and email, link your social media accounts and update your profile.

I’d like to support projects – what should I do?

On the project page, press the ‘follow’ button, use the social icons to share the page, and add your comments and photos! If there are volunteer events, you can view and sign up for these on the ‘Volunteering’ tab. If there are active fundraising pots, you can view and donate to these on the ‘Fundraising’ tab.

Creating & managing projects

What is a Neighbourly project?

A Neighbourly project can help you raise your profile and receive donations of money, time and food surplus. You can build a follower base around your project and set up volunteer events and fundraising pots. The success of your project is dependent upon you sharing and spreading the word using all of your social, digital and off-line channels.

How do I create a project?

Log in and click on ‘create a project’ (grey button, top right). Fill in the form and press ‘save’. Then upload a good main image by clicking on the ‘picture coming soon’ space, top right of your new project page. Add content to your news feed and use the social share buttons to spread the word.

Tip: Your ‘overall fundraising goal’ and ‘overall volunteer goal’ are the totals that the project needs. Separate fundraising pots and events can be set up within the project page that people can donate to or volunteer for.

Click here for our Projects Guide

Does my project need to be for a registered charity?

No – a project can be created for any cause and doesn’t need a registered charity number. However, only charities with a registered charity number or Community Interest Companies can receive credit card donations from members of the public. We recommend that you add your charity number if you have one.

What should my project page include?

Your project page should have all the boxes filled in, include a good description of what you do, be clear about what help you need and include a really great image. You should keep the page regularly updated. If you need volunteers, events can be set up on the ‘Volunteering’ tab. Fundraising pots can be set up on the ‘Fundraising’ tab.

What project categories can I choose from?

Neighbourly uses the Sustainable Development Goals (Global Goals) as project categories. The goals are a set of 17 commitments, created by the United Nations to provide a focus for addressing the most pressing issues affecting our communities and our planet.

We’re using these goals to categorise the types of projects we have in the site, and the sort of outcomes they are focusing on. Please choose one category when setting up a project, then supplement with project tags.

The 17 Goals and their descriptions are shown below, or you can click here to find out more about them.

No poverty
No povertyEnd poverty in all its forms everywhere
Zero hunger
Zero hungerEnd hunger, achieve food security and improved nutrition and promote sustainable agriculture
Good health and well-being
Good health and well-beingEnsure healthy lives and promote well-being for all at all ages
Quality education
Quality educationEnsure inclusive and equitable quality education and promote lifelong learning opportunities for all
Gender equality
Gender equalityAchieve gender equality and empower all women and girls
Clean water and sanitation
Clean water and sanitationEnsure availability and sustainable management of water and sanitation for all
Affordable and clean energy
Affordable and clean energyEnsure access to affordable, reliable, sustainable and modern energy for all
Decent work and economic growth
Decent work and economic growthPromote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
Industry, innovation and infrastructure
Decent work and economic growthBuild resilient infrastructure, promote inclusive and sustainable industrialisation and foster innovation
Reduced inequalities
Reduced inequalitiesReduce inequality within and among countries
Sustainable cities and communities
Sustainable cities and communitiesMake cities and human settlements inclusive, safe, resilient and sustainable
Responsible consumption and production
Responsible consumption and productionEnsure sustainable consumption and production patterns
Climate action
Climate actionTake urgent action to combat climate change and its impacts
Life below water
Life below waterConserve and sustainably use the oceans, seas and marine resources for sustainable development
Life On land
Life on landProtect, restore and promote sustainable use of terrestrial ecosystems, sustainably manage forests and halt land degradation and biodiversity loss
Peace, justice and strong institutions
Peace, justice and strong institutionsPromote peaceful and inclusive societies, provide access to justice for all and build effective, accountable and inclusive institutions
Partnerships for the goals
Partnerships for the goalsStrengthen the means of implementation and revitalise the global partnership for sustainable development

How do I promote my project?

You should use all of your social, digital and off-line channels to spread the word. Social share buttons are located on every project page, event and fundraising pot. You can copy and paste the page url (website address) into email links or blogs. You can ask your followers, donors and volunteers to help as well – ask them to share the page to help raise your profile and reach new audiences.

How do I edit my project?

Log in, go to the project page and click on the blue ‘edit project’ button in the top panel. Remember to press ‘save’ when you’re done.

How do I delete my project?

Please email us: support@neighbourly.com

What is the noise score?

This shows how much activity and how many followers a project has. The score can be found at the top of a project page. To increase a noise score you can update the news feed or share the page to attract followers.

What does the 'clone' button do?

The clone button will create an identical project which you can then edit. This saves time if you want to set up a number of similar projects.

How do I create a volunteer event?

Go to your project’s ‘Volunteering’ tab and click on the blue ‘create volunteer event’ button. Fill in the details, location and date of the event and list the number of volunteers you’d like. Remember to share the event once it’s set up, using the social share icons.

Click here for our Projects Guide

How do I create multiple or regular volunteer events?

If you have a regular event or volunteer opportunity you can add these using the ‘clone event’ tool. Once you have created your first event, in the event page, click the blue ‘Clone this event’ button. This will create a copy of the event and you can amend any details you need to, for example if it’s an event each week you can change the date by one week each time you clone the event. Once you’ve changed everything you need, click the blue ‘Publish’ button to post the event. Remember to share the event once it’s set up, using the social share icons.

Click here for our Projects Guide

How do I create a fundraising pot?

Go to your project’s ‘Fundraising’ tab and click on the blue ‘create fundraising pot’ button. Fill in the form, including a good photo and press ‘save’. Remember to share the pot once it’s set up, using the social share icons.

Please see our fundraising FAQs.

Note: If you’d like to receive card donations from individuals, you’ll need to ensure you have included a registered charity number on your project form and ticked the ‘Receive donations from individuals’ box. To do this, go to the project page and click on the blue ‘edit project’ button in the top panel. You’ll be directed to set up an account with our payment provider, Stripe.

How do I add a donation received by cash / cheque to a fundraising pot?

If you have received donations to your fundraising activity directly, not through the Neighbourly site, you can still add these to your fundraising pot to show how it has helped the progress towards your goal. Go to your project’s fundraising pot that you want to add the donation to and click on the ‘add money raised’ button. Fill in the details of the donation and press ‘save’.

If the donation has been received from a company or branch that you have a relationship with on Neighbourly there will be options for you to allocate the payment to that branch or company. Once you’ve done this the company will receive a notification and be able to view the donation online.

Please see our fundraising FAQs.

How do I upload photos?

If you’re managing or following a project, images can be uploaded on the ‘News feed’ or ‘Gallery’ tabs.

What is a project group?

A project group lets you link lots of related projects, which can either be for the same cause, or different phases of a larger project. Once you’ve a set up a project, the 'Create project group' button will appear on your dashboard. Fill in the form to create the group and add all related projects by pressing the 'Manage group members' button.

Receiving food donations

How do I enquire about receiving food donations?

Please email us on food@neighbourly.com with details of your charity.

You’ll need to set up a Neighbourly project (see ‘How do I create a project’ above), making sure the ‘Food donations’ box is ticked and a suitable food hygiene certificate is uploaded. If we’re able to successfully match you with a retail store, we’ll provide you with a set up pack to get you started with food alerts.

Why do I need a food hygiene certificate?

This ensures that food is being handled and redistributed safely as many of the surplus items are fresh. Certificates should be uploaded to your project page.

How can I get a food hygiene certificate if I don't have one?

Certificates are easy to obtain and don’t take long to complete. Your local council can advise on the types of courses available or you can have a look at online courses – search for ‘Food hygiene certificate level 2’

How do I set up a food alert?

Log in and click on your profile circle (top right) and select ‘my dashboard’. Click the ‘In-kind’ tab, select ‘my alerts’, then press the grey ‘create alert’ button. When setting up your alert make sure that ‘food and produce’ are selected as a product. If your project is receiving food from a specific store, make sure your partner store is covered in the mapped area.

How do I accept a food donation?

Once your food alert is set up, you’ll receive an email or text message to let you know when there is food available.

For ‘closed alerts’ (meaning the store have made the food available only for you) the system will automatically accept the donation and mark it as ‘collected’. You will then need to collect the food at the agreed time. If you aren’t able to collect, please click the ‘wasn’t able to collect’ button and this will be logged for tracking purposes.

I’m not getting any food alerts?

Check that you have set up a food alert (see ‘How do I set up a food alert’ above) and then contact your partner store to check they are creating the donations online.

I have a problem – who should I contact?

You should contact your partner store in the first instance. If they aren’t able to help, email food@neighbourly.com.

Fundraising

How can I get approved for credit card payments via Neighbourly?

To fundraise and receive donations from members of the public you must set up a project for a registered charity or Community Interest Company. The charity should have the appropriate authorisation, permit or licence to operate as a charity, as required by the local laws of the territory in which it operates.

To get started:

- Log in and click on ‘create a project’ (grey button, top right). Fill in all fields of the form, including your charity number, social links and website

- Describe exactly what you are fundraising for and what the money will be spent on

- If you’re registered with HMRC to claim Gift Aid, include your Gift Aid number

- Ensure the box ‘Receive donations from individuals’ is ticked.

- Click on the blue ‘Connect to Stripe’ button which will show when the tick the box to receive donations. This will take you to our payment provider, Stripe, where you can create a new account or link an existing Stripe account to Neighbourly. Once you’ve completed the form you’ll come back the Neighbourly site to finish setting up your project.

- Save the project.

Our team will need to approve your project for fundraising. We’ll normally come back to you within 3 working days.

What information do you check as part of the vetting process?

Neighbourly will check information found at https://www.gov.uk/find-charity-information. We’ll also use additional sources of publicly available information. We reserve the right to withdraw approval from a charity at any time.

How do I create a fundraising pot?

Go to your project’s ‘Fundraising’ tab and click on the blue ‘create fundraising pot' button. Fill in the form, including a good photo and press ‘save’. Remember to share the fundraising pot using the social share icons and regularly promote it across your social, digital and off-line channels.

How do I register my charity with HMRC to receive Gift Aid?

To register with HMRC you’ll need to register online for charities or fill in the HMRC CASC Registration Form (CASC(A1). To find out more about applying to become Gift Aid registered visit https://www.gov.uk/claim-gift-aid/overview

Can I receive Gift Aid on donations?

Yes – as part of the approval process, you’ll be given the option to provide information about your participation in the HMRC Gift Aid scheme. By doing this, you’ll be declaring that your charity is legally compliant with the requirements for Gift Aid, is registered with HMRC under the Gift Aid scheme, and that the fundraising activity you’re undertaking is eligible under the rules of the scheme.

Donors will be offered the option to include a Gift Aid declaration as part of their donation. By doing this they confirm that they’re a UK taxpayer and eligible for Gift Aid, and wish your charity to reclaim the tax paid under the Gift Aid scheme.

Are there any rules around how we use donations?

We don’t state that donations need to be used for any particular purpose. You can use donations for general purposes, but we do advise being very clear on the page what you’re fundraising for and how the money will be spent.

How will the payments be made to us?

To process donation payments, we use a third party payment provider, Stripe. You’ll need to have an account with Stripe and connect this to the Neighbourly Stripe merchant account. You can connect an existing Stripe account or set up a new one as part of the approval process. You’ll set up and manage your Stripe account directly with them. We don’t accept payment by cash or cheques.

Who are Stripe, and can I trust them with my details?

Stripe is an international online payment provider who exist to enable people to make card payments safely and securely. When you set up an account with Stripe, Neighbourly won’t see any of your account details (account numbers, username, password etc.), these are held solely with Stripe. Their service also allows us to protect donors by processing card payments securely without their details being stored or processed by Neighbourly or charities.

A number of organisations use Stripe to handle their payments including Comic Relief, Apple Pay and Deliveroo.

When will we receive the funds?

Donations made via Neighbourly will show in your Stripe account (minus the 5% fee) straight away. Your first payment from your Stripe account to your bank account will be made 7 days after your first donation is complete. After this, payments will be made on a 7 day rolling basis, so for example a donation made on a Monday would be paid in to your bank account on the following Monday.

Are there any fees for fundraising?

We charge a small transaction fee on each donation made to cover the costs incurred. The fee is currently 5% of the gross donation, exclusive of any Gift Aid declaration amount. Fees are deducted automatically through Stripe before donations are credited to your account. There are no additional subscription fees.

How does this cost compare to other providers?

There are a range of different ways that providers charge for handling donations but we feel this is the fairest and most transparent way of charging for everyone involved. Our aim is to cover our costs for the service and ensure charities and projects know exactly what they will receive.

Can donors cancel a donation?

Donors will only be able to cancel a donation if they contact us within 48 hours after it is authorised on the website. After this time, donors will need to contact you directly to request a refund, which will be at your discretion. Where a refund is provided, any fees charged by Stripe will also be returned.

How will I know what donations I have received?

Your Neighbourly project page will show details of the donations you have received to date, along with a running total. You will also be able to access reports from your dashboard with details of the donations. Donations will be included in the report 30 days after they have been made. This is to allow for any cancellations or changes to Gift Aid declarations.

Why are some donations shown as anonymous?

When a donation is made, the donor is given the option of not showing their name with the donation. These donations will show up as anonymous on Neighbourly, however they will be included in your donation reporting so you will still be able to reclaim Gift Aid on these, if applicable.

How do I add a donation received to a fundraising pot?

If you have received donations to your fundraising activity directly, not through the Neighbourly site, you can still add these to your fundraising pot to show how it has helped the progress towards your goal. Go to your project’s fundraising pot that you want to add the donation to and click on the ‘add money raised’ button. Fill in the details of the donation and press ‘save’.

If the donation has been received from a company or branch that you have a relationship with on Neighbourly there will be options for you to allocate the payment to that branch or company. Once you’ve done this the company will receive a notification and be able to view the donation online.

Finding Volunteers

What sort of volunteering opportunities can I advertise?

Volunteer events on Neighbourly are typically used to recruit volunteers for 1-day projects at a time. You can set up multiple 1-day projects if you wish. ‘Events’ can be used to request any type of skill set which can be detailed in the listing.

For longer term volunteer positions, we recommend including this as part of the description on your project page, so volunteers can see what is available both long and short term and can get in touch to offer help.

Click here for our Projects Guide.

How do I create a volunteer event?

Go to your project’s ‘Volunteering’ tab and click on the blue ‘create volunteer event’ button. Fill in the details, location and date of the event and list the number of volunteers you’d like and any particular skills that you’d like them to have.

Add up to 12 tags that describe the type of activities the volunteers will be doing, for example ‘painting’ or ‘gardening’. You can choose if you want to approve volunteer requests and if you want to keep a waiting list if the event gets full. When you’re ready, press Save and publish.

Remember to let people know about the event once it’s set up, using the social share icons.

How do I create multiple or regular volunteer events?

If you have a regular event or volunteer opportunity you can add these using the ‘clone event’ tool. Once you have created your first event, in the event page, click the blue ‘Clone this event’ button. This will create a copy of the event and you can amend any details you need to, for example if it’s an event each week you can change the date by one week each time you clone the event. Once you’ve changed everything you need, click the blue ‘Publish’ button to post the event. Remember to share the event once it’s set up, using the social share icons.

How do I manage volunteer sign ups?

The system will manage sign-ups for you, and create an attendee list. If you’ve selected to approve volunteers, you’ll receive an email when someone signs up and you’ll need to pop back to the website to accept them. All your volunteers will be listed on the event page and you can send them an individual message via the website if you wish.

Can I add my own volunteers?

Once the event has started, you can include volunteers that aren't registered on Neighbourly as a total number rather than individually. To do this, login and go to the bottom of the event page, click on the drop-down next to 'Volunteer management' and select 'Other volunteers that attended'. Input your number and press 'update'. The system will show these as extra volunteers from the community.

Can I get volunteers from companies?

Yes – if a company would like to support your events with staff volunteers, they’ll add your project to their volunteering list. You’ll be notified by email when this happens and you’ll be able to offer a number of spaces to this company at each event.

How do I thank volunteers after the event?

After the event, go through the volunteer list and click to confirm which people attended. The system will send out a quick email to thank the people who volunteered and encourage those that didn’t to keep an eye out for other opportunities.

Volunteering

Where can I find projects that need volunteers?

Have a look at our volunteer listing:

www.neighbourly.com/volunteering Click on an event to find out more information.

How do I sign up to volunteer?

Choose an event by having a look at www.neighbourly.com/volunteering or go to the ‘Volunteering’ tab of a project page.

Click on the event to have a look at the details including date, times, location and what’s required. When you’re ready, click on the ‘Volunteer for this event’ button. We’ll ask you to log in or sign up if you haven’t already done so. Fill in your details and we’ll send you confirmation as soon as your place is confirmed.

How do I cancel my volunteer offer?

You’ll be able to see the status of your volunteer offer on the event page. If your plans change and you need to cancel, press the ‘Cancel my attendance’ button.

How do I let other people know about the event?

Click on the social icons on the right hand side of the event page. Add in a message to ask friends and family to join you at the event.

I'd like to volunteer for a project but there's no events set up?

You can write a message on the news feed offering your support which the project lead will pick up. They can then set up an event or contact you directly via the website.

I want to volunteer as part of my company - can I do this?

If your employer has a volunteer programme that they would like to run though Neighbourly, please ask them to contact us:

hello@neighbourly.com

Making a donation

Have the projects asking for donations been vetted?

All projects approved for card donations are fundraising for a registered charity or Community Interest Company and have been vetted and approved by Neighbourly. The charity must have the appropriate authorisation, permit or licence to operate as a charity, as required by the local laws of the territory in which it operates.

What will my donation be spent on?

The project and fundraising pages will specify what the charity is fundraising for and you should make sure you’re completely happy with this information before making a donation. Charities reserve the right to use your donation for their general purposes. If you want your donation to be used for a specific purpose or for a particular appeal, or you have any concerns, you should contact the charity directly.

Can I cancel a donation?

You can cancel your donation if it is within 48 hours of the time you made the payment. After this time, it may be on its way to the charity and you will need to contact them directly.

Can I make a donation over the telephone?

We’re not able to accept any payments over the telephone – if you contact the charity directly, they may be able to help you.

Can I send you a cheque for a charity?

Sorry, we’re not able to accept cheques on behalf of a charity – if you contact the charity directly, they’ll be able to help.

How will my payment be handled?

All payments are made by a payment card (e.g. a debit card or credit card). As soon as you confirm that you wish to proceed with your donation our payment provider, Stripe, will process the transaction. All transactions, financial data and the transfer of funds is managed and handled entirely by Stripe, and you’ll be subject to Stripe’s Terms & Conditions: https://stripe.com/gb/checkout/terms Once your credit or debit card provider approves the transaction, Stripe will arrange the transfer of funds to the chosen charity.

Are there any fees on my donation?

We charge a small transaction fee on every donation made to cover the costs incurred. The fee is currently 5% of the gross donation (excluding any Gift Aid declaration).

Can I include Gift Aid?

Yes – you may be offered the option to include a Gift Aid declaration on your donation. By doing this you confirm that you’re a UK taxpayer and eligible for Gift Aid, and wish the charity to reclaim the tax paid under the Gift Aid scheme. Please check whether you qualify for Gift Aid before making a donation – if in doubt, HMRC may be able to help.

What information do I need to give to make a donation?

We’ll need your name, postal address (if the donation includes a Gift Aid declaration), your email address and details of the credit or debit card account that you wish to use to fund the donation. You must confirm that you’re aged 16 or above to register on the Neighbourly website.

In some cases, we may ask you to provide us with additional personal information to fulfil our legal responsibilities before your transaction is completed. We will keep the personal data you provide to facilitate the donation and provide the charity with the information they need to process, audit and report on donations received and enable them to support claims made under the Gift Aid scheme.

Can my donation be made anonymously?

Yes – you have the option of not showing your name with the donation. However, your details will be shared privately with the charity as part of their reporting so they can manage and audit donations and claims under the Gift Aid scheme. Where a Gift Aid declaration has been made, the charity will also provide these details to HMRC as part of their Gift Aid claims procedure.

What do I do if I think there was a problem with my payment?

Please let us have a few details: your name, telephone number and email address, the time you made the donation, the name of the charity and the donation value. Contact us on 0117 917 5333 or support@neighbourly.com. If there was a reference number provided at the time you made the donation, please provide this too.

How do I make a complaint about the behaviours of a charity?

Please write to us fundraising@neighbourly.com and we’ll look into your concern.

Campaigns – for projects / general

What are campaigns?

Campaigns is a feature on Neighbourly which allows projects and members of the public to participate in large scale community support activity, created and hosted by a Neighbourly company. For example, this could be a volunteering programme or a community fund that is supporting several different projects.

How can I be part of a campaign?

Each campaign page includes a section that tells you how you can get involved called “How to be part of this campaign”. You can also use the social icons to share the campaign page to raise awareness and support.

From this section you will also be able to access any terms and conditions for the campaign.

Becoming a Neighbourly business

I’d like to enquire about a business subscription, who should I contact?

Please send us an email to hello@neighbourly.com

What type of support can I give via Neighbourly?

You can pledge funds, volunteer time or food surplus

I would like to donate food surplus – how do I go about this?

Please email food@neighbourly.com

What commitment do I need to make as part of my membership?

We suggest companies join Neighbourly with an initial pledge of volunteer days or funding to support local community projects. There is no commitment to donate until you’ve found suitable projects.

Can I bring my preferred charities into Neighbourly?

Of course – we’ll be happy to on-board any of your nominated charities. We’ll discuss this as part of the set up process.

I want to find more projects in a specific location – how do I do this?

You can set up a simple location-based search in your company dashboard. If you’re looking for additional projects for a funding or volunteer programme, Neighbourly can help with project sourcing.

Managing a company account

How do I set up my company page?

We’ll send you a set up pack once your subscription is confirmed.

How do I edit my company page and pledge?

These options can be found on your company dashboard. Log in and click on your profile circle (top right) and select ‘company dashboard’. Then click on ‘manage account’.

How do I edit my profile and account settings?

These options can be found on your personal dashboard. Log in and click on your profile circle (top right) and select ‘my dashboard’. Then click on ‘manage account’.

How do I find projects that need help?

You can find projects via the ‘discover’ link on the top panel. Or you can create and save a project search – click on your profile circle (top right), select ‘company dashboard’, then click on ‘project search’.

How do I follow projects I’m interested in?

Log in, visit the project page you’d like to support and click on the blue ‘follow’ button.

How do I donate money to a project?

Log in, visit the project page you’d like to support and click on the blue ‘donate money’ button. This will create an offer which will be sent to the project lead for approval. The payment is not made through the Neighbourly website.

How do I make a payment to a project?

After the offer has been accepted, we suggest using a partner agreement document to agree on how the money will be spent. Following this you can agree transfer of money directly with the project or charity.

We have collected money and given this to the project as cash / cheque, how is this shown on Neighbourly?

If you’ve raised money for a project, for example through in-store collections, and given this directly to the charity this can still be recorded on Neighbourly. The project can add the donation to their fundraising pot, and as part of the process will be asked if the donation is from a specific branch or company. Once they add the donation, you will be notified and asked to confirm the donation details are correct. This will then be included in your branch and company donations on the Neighbourly platform.

How do I offer volunteer time to a project?

Log in, visit the project page you’d like to support and click on the blue ‘add volunteering’ button. The project lead will be notified and can then allocate a number of volunteer days at each event to your company’s employees.

How do I give employees a voucher code for volunteering?

To create a new employee voucher, log in and click on your profile circle (top right), then select ‘company dashboard’, ‘manage account’, ‘vouchers’.

How do I ask a project for more information?

You can post a message on the project’s newsfeed, or contact the project lead privately through the website’s messenger. Go to the bottom of the information tab, click on the name of the project lead or admin, then click on the blue ‘contact’ button.

Can I get my staff or stores to nominate projects?

Yes – you can coordinate this directly with your staff and then provide us with list on nominated projects that you’d like us to on-board.

Can I ask my staff to vote for the Neighbourly projects they’d like to support?

Yes – they can do this by following their chosen projects on the website. We can also run voting campaigns via Twitter. We can provide you with some example campaigns that we’ve run.

How do I set up a company administrator?

Log in and click on your profile circle (top right) and select ‘company dashboard’. Then click on ‘manage account’, ‘administrators’.

How do I set up a company ambassador?

Log in and click on your profile circle (top right) and select ‘company dashboard’. Then click on ‘manage account’, ‘ambassadors’.

What’s the difference between administrators and ambassadors?

Usually an administrator will be someone in your central team that can help you manage the company account, pledge and campaigns. We suggest an additional 1 or 2 admins.

Ambassadors are typically employees of the company that can follow and support local projects in the locations where you operate – usually branch or store managers. They represent your company but won’t be able to pledge funds or time to a project. There is no limit to the number of ambassadors you can have.

How do I set up company branches?

Log in and click on your profile circle (top right) and select ‘company dashboard’. Then click on ‘manage account’, ‘branches’.

How do I become part of a company group?

You can see company groups that have already been set up by visiting http://www.neighbourly.com/companies and looking for the group icon. You can request to join on the group page.

You can also create your own company group – click on your profile circle (top right), select ‘company dashboard’, then click on ‘manage account’ and ‘groups’.

Troubleshooting

I need help! What do I do?

Contact us via the 'Help' link in the website footer. Or you can email us: support@neighbourly.com. Food enquiries should go to: food@neighbourly.com.

Is my information private?

Yes. Neighbourly lets you to control what information you share. Your contact details are not publicly available. Your map location is approximate and can be changed if you wish. We take data protection very seriously and we’ll never sell or share your private information with third parties.

How do I delete my posts?

Click on the small dustbin icon at the top right of the comment box.

How do I log out of Neighbourly?

Click on your profile circle, top right and then select 'Log out'.

How do I edit or change my account details?

These options can be found on your dashboard. Log in and click on your profile circle (top right) and select ‘account settings’. From here you can change your password and email, link your social media accounts and update your profile.

I’ve forgotten my password

Don’t worry – click on ‘Log in’ (top right), then select the ‘forgotten your password’ link at the bottom of the page. We’ll send you an email to reset your password.

My email address isn't recognised – what should I do?

Please email support@neighbourly.com.

The project owner has left the organisation – can I take over their account?

Yes – register for your own account on Neighbourly, then send us an email to support@neighbourly.com and we can switch you over to be project lead.

How do I change my password or email address?

Log in and click on your profile circle (top right) and select ‘my dashboard’. Select ‘manage account’, then ‘account settings’.

How do I find a particular project?

Click on 'Discover' in the top panel or go to http://www.neighbourly.com/projects and enter your project or keyword filters.

What does 'following' a project mean?

A follower is someone interested in hearing about the project’s progress, volunteer opportunities or campaigns. Followers will receive a website notification when there is a project update.

Do I have to accept an offer of money from a company?

No, you can politely decline if you decide that your interests don't match.

Can I send private messages on Neighbourly?

You can contact another user via the internal mail system. The system doesn’t provide you with a record of your message. Individual users can’t currently message Company leads.

Can under-16s use the site?

Children under 16 can use the site but a parent or guardian will need to complete and sign a form of permission due to the site using location data. Contact support@neighbourly.com for the form.

What happens to inactive projects?

Projects may not succeed for a number of reasons, or may go quiet for a while before being reactivated. Neighbourly won’t remove any projects unless they are inappropriate for the site, however you can contact us to request removal.

Can I use the Neighbourly logo?

Yes, as long as it’s used for promoting projects that are on the Neighbourly platform. A logo pack can be downloaded here. Neighbourly is a registered trademark.

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