Neighbourly

/faqs/index
FAQs - Find Answers to Frequently Asked Questions
Long list of Frequently Asked Questions (FAQs) relating to Neighbourly and how the platform operates.

About Neighbourly

What is Neighbourly

Neighbourly is an all-in-one giving platform, set up to help charities and community causes connect with people and businesses that can donate their time, money or products.

Who is Neighbourly for?

Neighbourly is for:

- Charities and community causes that want to raise awareness and receive help.

- Businesses that want to support local charities/causes with funds, employee volunteer time or surplus.

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

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 charities and supporters that would not be possible as a non-profit business.

Is Neighbourly free?

Neighbourly is free for charities, community causes and members of the public. We charge companies an annual subscription which means that 100% of any company donations can go to the charity/cause. When an individual makes a donation to a charity, 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 charities and community groups 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 want to create a page for a charity or community group, choose ’Charities or not-for-profit organisations’. If you just want a Neighbourly account, choose ‘Individuals’.

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 Neighbourly charities without an account, but with an account, you’re able to:

- Create Neighbourly pages

- Follow and comment on pages

- 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 want to create a page for a charity or community group, choose ’Charities or not-for-profit organisations’. If you just want a Neighbourly account, choose ‘Individuals’.

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

Why do you need to know my location?

If you are following a charity on Neighbourly, we will include your approximate location on the supporter-map. Your location on any Neighbourly map is based on a postcode sector, not a specific building. You can move your map pin to wherever you like when creating your account so that your real location is not shown. Your full postcode is held privately by Neighbourly so that we can identify you and provide you with relevant information.

How do I create a page for a charity or community cause?

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. This step-by-step guide will take you through everything you need to do. When you have finished, remember to ‘Publish your page’.

If you already have an account and are logged in, you can click the link above or click on ‘Create a project’ (top right).

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 edit your profile, change your password and email, access your settings and link your social media accounts.

I’d like to support charities on Neighbourly – what should I do?

On the Neighbourly 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, or simply register your interest in helping out in the future. If there are active fundraising pots, you can view and donate to these on the ‘Fundraising’ tab. There is also a ‘Contact us’ button if you’d like to contact the page leader.

Creating & managing Neighbourly pages

What is a Neighbourly page?

A Neighbourly page can help you raise your profile and receive donations of money, time and surplus food and products. You can build a follower base around your page and set up volunteer events and fundraising pots. Keeping your page up to date means we can provide you with the right opportunities as they come along.

How do I create a page?

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. This step-by-step guide will take you through everything you need to do. When you have finished, remember to ‘Publish your page’.

If you already have an account and are logged in, you can click the link above or click on ‘Create a project’ (top right).

As part of this process you can set up your ‘Goals’ which can include fundraising, volunteer help and donations of surplus food.

Does my page need to be for a registered charity?

No – a Neighbourly page can be created for any good 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 page include?

Your page should tell us about your organisation and including a good image and description of what you do. It should also include some goals. You should keep the page regularly updated so we can provide you with the right offers and opportunities.

What 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 use these goals to categorise the types of charities/causes we have in the site, and the sort of outcomes they are focusing on. Please choose the most relevant category when setting up a page.

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 page?

You can use all of your social, digital and offline channels to spread the word and build followers. Social share buttons are located on every charity page, event and fundraising pot. You can copy and paste the page url (website address) into email links or blogs. Keeping your page up to date means we can always provide you with the right offers and opportunities from our corporate partners.

How do I edit my page?

Log in and find your page from your dashboard, then click on the ‘Edit project’ button in the top panel. Remember to press ‘Save’ when you’re finished.

How do I delete my page?

Please email us: support@neighbourly.com.

What is the activity score?

This shows how much activity and how many followers a page has. The score can be found at the top of all Neighbourly pages. To increase an activity score you can add content to the news feed or gallery, or simply share the page on social media.

What does the 'clone project' button do?

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

How do I create a volunteer event?

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. You can create a volunteer event as part of the ‘Goals’ section.

If you already have an account, log in and go to your page’s ‘Volunteering’ tab and click on the ‘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.

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 tool. Once you have created your first event, in the event page, click the ‘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 a regular weekly event you can change the date by one week each time. Once you’ve made the changes, 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 create a fundraising pot?

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. You can create a fundraising pot as part of the ‘Goals’ section. You’ll be directed to set up an account with our payment provider, Stripe, so that you can securely receive any funds donated.

If you already have an account, log in and go to your page’s ‘Fundraising’ tab and click on the ‘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.

For more information, please see our fundraising FAQs.

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

If you have received cash or cheque donations from a business, you can add these to your fundraising pot to show how they have helped the progress towards your goal. Go to your page’s ‘Fundraising’ tab, click on the pot, then click on ‘Add money raised’. 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.

For more information, please see our fundraising FAQs.

How do I upload photos?

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

What is a 'verified' page and how does my charity get verified?

Before a page can start fundraising, collecting food or join a campaign on Neighbourly it must be verified by our team. This helps us reduce risk, protect donors and volunteers and maintain confidence.

Verification involves us checking that the charity or group is viable and trustworthy before we recommend it to clients and users of our platform.

Pages will automatically be given verification if they pass the approval process for either a fundraising or food donation request.

If you would like us to verify a page, please email your request to verify@neighbourly.com.

Verification is quicker and easier if all information requested on the page is filled in. In some cases we may ask for further information.

Receiving surplus donations

How do I receive surplus donations?

If you are new to Neighbourly, click this link to get started: https://www.neighbourly.com/goodcause/new/. This step-by-step guide will take you through everything you need to do. As part of this process you can set up your ‘Goals’ which include donations of surplus food. You will be asked to upload a suitable food hygiene certificate. When you have finished, remember to ‘Publish your page’. Our team will then contact you to let you know if we can match you with a local store, or if you have been added to a waiting list.

If you already have an account and are logged in, you can click the link above or click on ‘Create a project’ (top right). If you already have a Neighbourly page, you can edit it to request food donations.

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 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 ‘Create alert’ button. When setting up your alert make sure that ‘food and produce’ are selected as a product. If your charity 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.

How do I set up an alert for non-food products?

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 ‘Create alert’ button. When setting up your alert select ‘Non-food’ as a product. If your charity is receiving surplus from a specific store, make sure your partner store is covered in the mapped area.

I have a problem with my food donations – 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 donations via Neighbourly?

To fundraise and receive donations from members of the public you must set up a page 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.

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. You can create a fundraising pot as part of the ‘Goals’ section. You’ll be directed to set up an account with our payment provider, Stripe, so that you can securely receive any funds donated.

If you already have an account, log in and go to your page’s ‘Fundraising’ tab and click on the ‘Create fundraising pot’ button.

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

For more information, please see our fundraising FAQs.

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 fundraising approval from a charity at any time.

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

To register with HMRC you’ll need to register online 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’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 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 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 the 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 activities at a time. You can set up multiple 1-day events 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 Neighbourly page, so volunteers can see what is available both long and short term and can get in touch to offer help.

How do I create a volunteer event?

If you are new to Neighbourly click this link to get started: https://www.neighbourly.com/goodcause/new/. You can create a volunteer event as part of the ‘Goals’ section.

If you already have an account, log in and go to your page’s ‘Volunteering’ tab and click on the ‘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. If you don’t have a specific date in mind, you can choose a month and decide on a date later. Remember to let people know about the event once it’s set up, using the social share icons.

You can choose a range of different categories and tags to help describe the activities the volunteers will be doing. You can choose if you want to approve volunteer requests and if you want to keep a waiting list if the event gets full.

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 tool. Once you have created your first event, in the event page, click the ‘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 a regular weekly event you can change the date by one week each time. Once you’ve made the changes, 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 keep track of 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 come 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. To do this, log in 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?

If a company would like to support your events with employee volunteers, they’ll add your page 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.

Can I thank volunteers after the event?

Neighbourly will send out a quick email to thank people who were signed up to the event. You can mark people as 'didn't attend' on the event page, whilst you are logged in.

Volunteering

Where can I find charities or groups that need volunteers?

Have a look at our volunteer listing here: www.neighbourly.com/volunteering. Click on an event to find out more information about it.

How do I sign up to volunteer?

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

If you see an event that you’re interested in, click on it to have a look at the details. If you want to sign up, 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.

If you’re interested in helping out at a charity/cause but there’s nothing suitable listed, you can register your interest on the ‘Volunteering’ tab and we’ll let you know when the next opportunity is created.

How do I cancel my offer to volunteer?

You’ll be able to see the status of your volunteer offer on the event page, whilst logged in. 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 event page. Add in a message to ask friends and family to join you at the event.

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

If you’re interested in helping out at a charity/cause but there’s nothing suitable listed, you can register your interest on the ‘Volunteering’ tab and we’ll let you know when the next opportunity is created.

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 charities asking for donations been vetted?

All pages that are approved for fundraising are 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 fundraising page 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 may be able to help.

How will my payment be handled?

All donations need to be made by a payment card (e.g. a debit card or credit card). 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), 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 if I think there was a problem with my payment?

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

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

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

Campaigns

What are campaigns?

Campaigns is a feature on Neighbourly which allows charities/causes and members of the public to participate in large scale community programmes that are created and supported by a Neighbourly company. For example, a volunteering programme or a community fund that is supporting several different charities.

How can I be part of a campaign?

Each campaign page includes a section that tells you how you can get involved. You can also use the social icons to share the campaign page to raise awareness and support.

Becoming a Neighbourly business

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

Please send an email to: hello@neighbourly.com.

What type of support can I give to charties on Neighbourly?

You can donate money, employee volunteer time or surplus food and products.

I would like to donate surplus food and products – 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 charities. There is no commitment to donate until you’ve found suitable charities/causes.

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 local causes in a specific location – how do I go about this?

You can set up a simple location-based search in your company dashboard. If you’re looking for additional charities for a funding or volunteer programme, Neighbourly can help with charity 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 once you are logged in.

How do I edit my profile and account settings?

These options can be found on your personal dashboard once you are logged in.

How do I find charities that need help?

You can find charities and community causes via the ‘Discover’ link on the top panel. You can also create and save a search from your company dashboard.

How do I follow pages I’m interested in?

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

How do I donate money to a charity?

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

How do I make a payment to a charity?

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 charity.

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

If you’ve raised money for a charity, for example through in-store collections, this can be given as cash or cheque but still be recorded on Neighbourly. The page lead can add the donation to their fundraising pot against 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 tracked in your branch and company donations on the Neighbourly platform.

How do I offer volunteer time to a charity?

Log in, visit the page you’d like to support and click on the ‘Add volunteering’ button. The page 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 go to your ‘Company dashboard’ - from there you can manage your vouchers.

How do I ask a charity for more information?

You can contact the page lead privately through the website - on each Neighbourly page you’ll find a ‘Contact us’ button.

Can I ask my staff or stores to nominate charities?

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

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

Yes – we can help you manage this as part of a campaign.

How do I set up a company administrator or ambassador?

Log in and go to your ‘Company dashboard’ - from there you can manage your company’s roles.

What’s the difference between administrators and ambassadors?

Usually an administrator is someone in the central team that can help manage the company account and programmes. We suggest an additional 1 or 2 admins.

Ambassadors are typically employees of the company that can follow and support local causes in the locations where you operate – usually branch or store managers.

How do I set up company branches?

Log in and go to your ‘Company dashboard’ - from there you can add and manage your company’s branches.

Troubleshooting

I need help!

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 publicly. Your contact details are not shown on the website. Your location on any Neighbourly map is based on a postcode sector, not a specific building. You can move your map pin to wherever you like when creating your account so that your real location is not shown. We take data protection very seriously - your personal details are held privately by Neighbourly so that we can identify you and provide you with relevant information. For more information see:https://www.neighbourly.com/privacy.

How do I delete my posts?

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

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 edit your profile, change your password and email, access your settings and link your social media accounts.

I’ve forgotten my password

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

The page owner has left the organisation – can I take ownership of the page?

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 the page lead.

How do I find a particular charity page?

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

What does 'following' mean?

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

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. Individual users can’t 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 more information.

Can I use the Neighbourly logo?

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

Partner agreement

Download

Partner agreement


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Long list of Frequently Asked Questions (FAQs) relating to Neighbourly and how the platform operates.