Your gifts change lives. Every day, the money you donate helps communities around the world access taps and toilets, enabling them to take their first steps out of poverty.

Our work wouldn't be possible without you, which is why we value your trust so highly, take our responsibility to treat everyone with dignity and respect very seriously, and aim to be open and honest in all we do.

Who we work with and why

If you receive a call from WaterAid or call WaterAid and don't reach our head office, it's likely you'll be speaking to someone who works for one of our partner telephone agencies – Angel, Ethicall or Mango. We have only a small Supporter Care team in our head office, and so we simply aren't able to make and receive all the calls ourselves.

You can find out more in the FAQs below.

Which numbers may have called?

When you miss a call from WaterAid, we want you to know that it was us that tried to call. That’s why if you call back any of the numbers we use, you’ll hear an automated message telling you who called. Here is a list of numbers that we call from:

  • 0203 455 2120
  • 0117 332 0983
  • 0203 455 2122
  • 0203 757 9774
  • 07937 294 994
  • 0289 244 4053
  • 07937 294 995
  • 0207 793 4594

What do I do to stop receiving calls?

At WaterAid we’re really keen to respect our supporters’ wishes about how we contact them. If you’d rather not hear from WaterAid by phone, please let us know by contacting our Supporter Care team on 0207 793 4594 or [email protected] (please remember to include the telephone number that we’ve tried to contact you on). Alternatively, if you do receive a call from one of the numbers above, just let the caller know that you don’t want to hear from WaterAid by phone again in the future.

If you want to find out more about how we select our agencies and our telephone fundraising, see our FAQs below.

Lubunda Small Town Water Supply Scheme
© WaterAid/Chileshe Chanda

Your support is giving communities around the world access to clean, safe water – and the chance of a better future.

Why do you use telephone fundraising agencies?

Telephone fundraising gives WaterAid a great opportunity to speak to supporters about the work they are helping achieve, and to see if they are in a position to increase their current gift, or set up a regular donation.

As our work is centred on long term development, we focus on support through ongoing direct debits which allow us to plan our work into the future. Telephone fundraising is a very cost effective method of raising the long term funds on which we depend, enabling us to reach even more people with clean water and safe toilets.

How do you choose telephone fundraising agencies?

Agencies are all carefully chosen based on a number of criteria. We check they meet all fundraising guidelines, look at the security of their systems, and the quality of their calls – we want them to speak to our supporters in the same way as we would directly.

How much do you pay telephone fundraising agencies?

Telephone fundraising is a cost effective method of raising the funds we rely on. Agencies are paid a set amount based on the number of calls made, and fundraisers are not paid on commission. Funds raised this way far exceed the costs involved and are a vital source of long term income.

How do you train fundraisers to make your calls?

All fundraisers are carefully selected by agencies and undergo a thorough training programme before they even pick up a phone. In addition, someone from the WaterAid team will visit each agency to help deliver training and to meet the fundraisers, to ensure they know about our work and the difference our supporters make.

During what times could I be called?

We will never call you before 9am or after 9pm – in line with the Institute of Fundraising’s Code of Fundraising Practice.

Do you record calls?

We record all calls for quality and monitoring purposes, and keep recordings for three months.

How do you check the quality of calls made by agencies?

Both WaterAid and the agencies we work with are continually monitoring the calls being made on our behalf. Calls are checked to ensure that they’re friendly and polite, that supporters aren’t being put under any pressure to donate, and that they meet all compliance requirements.

How do you keep my details safe?

Every agency we work with signs robust agreements to ensure supporters’ details are secure at all times.

Supporters’ details will only be used by the agency for WaterAid campaigns and not shared to be used by any other organisation.

How do I make a complaint or give feedback about my call?

WaterAid really values your feedback, and we’re keen to address any concerns you may have.

If you have received a call from us and the quality didn’t meet your expectations, please tell our Supporter Care team on 0207 793 4594 or [email protected], remembering to include the telephone number that we’ve tried to contact you on so we can follow up with the agency take the appropriate action.

What commitments does WaterAid make to their supporters?

WaterAid is a member of the Fundraising Standards Board and are committed to the highest standards in fundraising practice. We aim to adhere to their Fundraising Promise and to the Institute of Fundraising's Code of Fundraising.

We also know that we couldn't do the work we do without you, which is why we value your trust so highly. It's also why we have our own Fundraising Promise, which you can see here.

Why do you ask for more donations, I already support?

Your support is hugely appreciated, and our work depends on the kindness and generosity of people like you.

However, due to the scale of the water and sanitation crisis, we always need to continue raising funds to complete the work we have started, and to reach more communities in desperate need. Although we raise funds from many different areas and are always looking for new supporters, one of the most cost-effective methods of raising funds is to ask those who are already kindly supporting if they would consider an extra donation.

We understand if you would rather donate at your own discretion and not be asked in the future, so please let us know if there are any fundraising communications you would prefer not to receive.

How do I make a one-off donation?

If you’d like to make a one-off donation, you can donate online, call our Supporter Care team on 020 7793 4594 or send a cheque. To send a cheque, please use one of the following forms: community groups, corporate organisations, or individual one off.

How do I amend my Direct Debit details?

If you’d like to change bank details or need to cancel a Direct Debit, please call us directly on 020 7793 4594. We’re here Monday to Friday, 9am to 5.30pm and would be very happy to help. Please do not email your bank details.

If you’d like to increase the amount you donate, please use this form, or call us on the number above.

If I donate, what mailings will I get?

We are really keen to share our work with supporters so they can see what their support is achieving and how their money is being spent. Our twice yearly magazine Oasis gives a great insight into the communities and people we are working with, and how their lives are being changed by safe, clean water and sanitation. We also send a couple of updates and appeals throughout the year. Please let us know if you would like to amend the communications you receive from us in any way.

Are my donations secure?

Yes, the donation pages of our website are hosted on ‘https’ – an application which protects data securely. When you visit the page asking for card details, the ‘https’ padlock symbol will appear in your web browser’s address bar to indicate that information being entered is secure. WaterAid also adheres to strict data protection protocols when processing supporters’ data.

You say ‘just £15 can help provide one person with safe water’ – how does this work, exactly?

£15 can cover the one-off set-up cost needed to provide a source of safe water for one person. This is just one minimum cost example taken from research – depending where a project is and what technology is required, it could be higher or even a little lower.

It does not cover the ongoing costs necessary to maintain a water-point once installed. It also does not cover any costs regarding sanitation or hygiene.