The below information was sent via email to all volunteers on 19 May 2026.
To: all volunteers
Dear colleagues,
We wanted to let you know about a simpler way to get support from the Volunteer Experience (VE) team.
We’re moving to one central route for all support requests. This will cover everything from GoAssemble and systems access to general volunteering processes and enquiries.
As part of this change, we won’t be able to manage queries sent directly to individual team members. Instead, everything will come through one clear channel, helping us respond more quickly, track of requests properly, and make sure nothing gets missed.
How to contact the Volunteer Experience team going forward
If you use GoAssemble
Please submit all support requests using the “Contact Us” option at the bottom of the left-hand menu in GoAssemble.
If you are not yet on GoAssemble, or can’t access it
Please email: [email protected]
To help us avoid duplication and respond as quickly as we can, please use just one of these channels for each request.
Why we’re making this change
We know many of you may be used to contacting the VE team in different ways, so we really appreciate your support as we make this change.
A single, central process will help us:
- Make sure your request doesn’t get lost or delayed
- Respond more quickly and consistently, even when team members are away
- Track and manage requests so nothing is missed
- Help volunteers know when they can expect a response
- Improve the quality of support we provide
- Understand the types of questions coming in so we can improve guidance, tools and support processes
From now on, if you email a member of the team directly about a support issue, we will send a friendly reminder and ask you to resubmit it through the correct route so it can be logged and handled properly.
Support and self-help tools
We’re also working on making it easier to find answers quickly, including:
- Guidance on Volunteer Knowledgebase
- Answers for frequently asked queries
- Step‑by‑step support materials
These will be shared as they become available. We’d also welcome any feedback or suggestions as we continue improving the support experience for volunteers.
We know changes like this take a little time to get used to, and we really appreciate your support in making it work. It helps us make sure everyone gets a fair and timely response, and a more consistent experience for all volunteers and employees overall.
Thank you for everything you do.
Many thanks,
Amy Bartlett, Head of Volunteering