If you receive a call from WaterAid, or call us and don't reach our head office, it's likely you'll be speaking to someone from one of our partner telephone agencies – Angel, Ethicall or Mango.

We made the decision to work with these agencies very carefully. Essentially, they help our Supporter Care team, a small number of staff based in our head office, who simply can’t make and receive every call themselves.

Like us, our colleagues at Angel, Ethicall and Mango know that our work wouldn't be possible without you.

So you can rest assured that, if you do receive a call from WaterAid, we’ll value your trust, take our responsibility to treat everyone with dignity and respect seriously, and aim to be open and honest in all that we do.

How can I tell if it’s WaterAid who called?

When you miss a call from us, we want you to know who 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 rang. These are the numbers that we call from:

  • 01173 320983
  • 07937 294996
  • 02892 444053
  • 02891 243389
  • 02891 243470
  • 07711 492699
  • 020 3657 9924
  • 020 3757 9774
  • 02892 444161
  • 020 7793 4500

How can I stop receiving calls?

When you receive a call from WaterAid, you can simply let the caller know you don’t want to hear from us by phone in the future.

You can also contact our Supporter Care team on 020 7793 4594 or email [email protected], remembering to include the telephone number we’ve tried to contact you on.

FAQs

Why do you use telephone fundraising?

We love speaking to you on the phone. It means we can tell you about the work you’re making happen around the world, as well as asking you individually whether you’d be able to increase your current gift or set up a regular donation.

Every gift we receive means the world to us. The reason we ask for ongoing support is so we can plan effectively for the future and invest in long-term development – making sure the work we do is sustainable for generations to come.

We’re also as accountable with our fundraising as we are with all the other areas of our work. We use telephone fundraising because it’s a very cost effective way of raising the long-term funds we depend on, to enable people around the world to unlock their potential, break free from poverty and change their lives for good.

Why do you use agencies and not your own staff?

Our Supporter Care team are superstars, but they’re only a small team and simply can’t make and receive every call themselves. That’s why we decided to work with three carefully chosen agencies, Angel, Ethicall and Mango, to support our telephone fundraising work.

How do you choose your telephone fundraising agencies?

We choose our agencies very carefully. We make sure they meet all the necessary fundraising guidelines and check the security of their systems and the quality of their calls, so we can be sure they’ll speak to you in the way we would if we were calling you directly.

How much do you pay telephone fundraising agencies?

Many people think agencies are paid on commission. For us, that’s not the case. We pay Angel, Ethicall and Mango a set amount, based on the number of calls they make. This is what helps to make telephone fundraising so cost effective, and means the money we raise far exceeds the costs involved.

How do you train fundraisers to make your calls?

All our fundraisers are carefully selected by Angel, Ethicall and Mango. Before they pick up a phone, they attend a thorough training programme. WaterAid staff will also visit each agency to help deliver training and meet the fundraisers, to make sure they know about our work and the difference our supporters are making around the world.

What time do your telephone fundraisers make calls?

We call between 9am and 9pm (never before or after, in line with the Fundraising Regulator’s Code of Fundraising Practice).

How do you check the quality of calls?

We work with Angel, Ethicall and Mango to continuously monitor calls, to make sure our callers are friendly and polite, never put you under any pressure to donate, and meet all our compliance requirements.

How do you keep my details safe?

Angel, Ethicall and Mango have all signed robust agreements to make sure your details are secure at all times. Your details will only ever be used for WaterAid campaigns – they’ll never be shared for use by any other organisation.

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

Our Supporter Care team really value all your feedback, good and bad. You can call them on 020 7793 4594 or email [email protected]. If you send an email, please remember to include the number we tried to contact you on.

What commitments do you make to your supporters?

We couldn't do the work we do without you. That’s why we value your trust so highly and why we’re committed to the highest standards in fundraising practice. We’re a member of the Fundraising Regulator and adhere to their Code of Fundraising Practice. We’ve also made our own fundraising promise to you, which you can read here >

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

Our work wouldn’t be possible without amazing people like you. We value every single gift we receive, so firstly – thank you. As a supporter you’ll know that, despite the incredible progress we’ve made, we still have a huge challenge ahead of us to reach everyone, everywhere with clean water, decent toilets and good hygiene. To make it happen, we have to keep finding ways to secure the funding we need. That’s why, as well as rallying new supporters, we might sometimes ask if you’d consider making an extra donation.

How do I make a one-off donation?

The easiest way is to use our online donation form. You can also call our Supporter Care team on 020 7793 4594 or send us a cheque by downloading one of these forms for:

How do I amend my Direct Debit details?

To change your bank details, increase your donation amount or cancel a Direct Debit, please call our Supporter Care team on 020 7793 4594. Or you can fill out this form online. They’re available Monday to Friday, from 9am to 5.30pm. Please don’t send us your bank details by email.

If I donate, what mailings will I get?

We love sharing updates from the communities where we work, so you can see how your support is enabling people to transform their lives. If you donate, you’ll receive our magazine, Oasis, twice a year, as well as updates and appeals throughout the year. If you’d like to change what you receive, just contact our Supporter Care team on 020 7793 4594 or email [email protected].

Are my donations secure?

Yes. When you donate on the WaterAid website, you’ll see ‘https’ in the address bar. This means the pages are hosted on an application which protects data securely. When you visit the page asking for your card details, the ‘https’ padlock symbol will appear in the address bar to indicate your information is secure. We also adhere to strict data protection protocols when processing your data.

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