Our supporter promise

We will be polite, honest and friendly whenever we speak to you. We will not pressurise you. We will acknowledge you donation promptly, and we will always be incredibly grateful for your support.

If we have made a mistake, we will apologise.  If we need to make changes we will.

We will not sign up a supporter who is confused about who we are, or about what we do. We will not sign up a supporter who can’t afford to make a donation.

From time to time, we may write to you or call you to tell you about our work. We won’t call or mail you too often, and you can contact us at any time if you would prefer to stop hearing from us.

We will respect your privacy.

Your donation will be processed efficiently and used to fund our work to support people to rebuild their lives.  We will maximise your donation through Gift Aid, when appropriate and with your consent.

If you would like to allocate your donation to a particular area of our work we will respect your wishes, and when this is not possible, we will let you know and proceed as you request.

We will make it easy for you to see where your money goes, how much money is spent and how much is spent on fundraising and running costs. That way you will know your donation is making a difference.

We may write to you or email you from time to time with news about our services and our fundraising activities.

We will ask all supporters how they want to hear from us about our work. If you want to stop hearing from us, just write, phone, email, or click on the link in our emails. We will always take action.

We will use our communications to inform you of the latest news and achievements and update you on how your support is helping to end homelessness, and show you how you can further support us, unless you request us not to.

We will occasionally ask supporters to complete a survey to check how we’re doing (including whether we’re sending you the right amount of information).

We will keep your personal information secure and will only use it to communicate with you, to process orders and donations, to keep you informed, for analysis and to improve our activities. We will not share your details with other charities or sell it to businesses. Some organisations help us with our fundraising, but they will only use your data on our instructions.

We will consider all your feedback carefully, both compliments and complaints.

We will get in contact with you quickly to investigate and will keep you informed throughout the process.

We always respect and act on information from a third party (e.g., family and friends) if they advise us that a donor is vulnerable in some way, and we are satisfied that such third party is entitled to act on the donor’s behalf

We know people’s circumstances change and will respect and act on information shared if one of our supporters is in a vulnerable situation.

We do not hire professional fundraisers to undertake door-to-door fundraising activity; ask people to sign up to monthly donations on the street; or cold-call people for fundraising purposes.