About Good Neighbours in North Cardiff

Established in 1981 under the name ‘Llanishen Good Neighbours’, Good Neighbours in North Cardiff match community volunteers with people who need extra support in North Cardiff. Their volunteers complete tasks such as running errands, transport to appointments or social activities, shopping, visits and companionship. 

We spoke to Rosemary, whose association with the charity began in 1981. She highlighted to us the importance of keeping the organisation in the now, so it can keep on thriving for future generations. Her commitment to the charity is rooted in its strong local presence and the meaningful impact it has within the community. Since becoming Chair in June 2023, Rosemary has worked closely with trustees, staff and volunteers to help modernise the organisation, while protecting its core mission. Her focus has been on ensuring the charity’s work remains sustainable and continues to support the local community for the next 40 years and beyond. 

Before Volunteero

Previously, volunteer management was carried out entirely through handwritten paper records. This included a physical task book in which volunteer tasks were written out manually each week, alongside additional paper notes used to track volunteer involvement. There was no centralised or digital system to provide an overview of who was volunteering, which tasks were covered or how frequently individuals were being engaged.

The organisation and allocation of volunteers relied heavily on individual team members retaining and interpreting information about client needs and volunteer availability. Staff members had to depend on personal knowledge, memory and informal communication to match volunteers to tasks. 

As the programme grew, this approach became increasingly difficult to sustain, making it challenging to respond efficiently to changes in availability or demand.

As a result, volunteer workloads were often uneven and difficult to monitor over time. Without clear visibility across the volunteer pool, some volunteers were repeatedly assigned tasks, while others were underutilised. This lack of balance created additional pressure for staff and limited the organisation’s ability to fully engage its volunteer base.

Reflecting on this period, Rosemary shared:

“We were immersed in handwritten paper records… it was a very clunky system. I would say 30% of volunteers were overused and 30% not used at all.”

This manual, paper-based approach not only increased administrative burden but also made it difficult to ensure fair workload distribution, maintain accurate records and maximise the impact of volunteer support.

Impact of Volunteero

‘50% quicker across the board’

Now, Good Neighbours noticeably feels the difference! 

“When we started in April we saw we were unable to help with thirty tasks in a month. In October, six months on, we only missed seven tasks in this month, and we achieved 173 tasks which equates to around 346 hours of volunteering.” 

The charity has been able to adopt and adapt Volunteero to their specific needs. Volunteero has meant that volunteer engagement is higher than ever before. Recruiting volunteers through Volunteero has meant that the organisation has been able to recruit younger volunteers, which further contributes to the longevity of the charity. 

“This is the most efficient and effective way of supporting both volunteers and our clients. We are really pleased with the progress we have made and now have 65 volunteers active on the system. The positive attitude from all is amazing and is making a real difference.” 

Volunteers are now empowered to independently browse and sign up for volunteering opportunities through the Volunteero app. This self-service approach has significantly streamlined the volunteering process. Over the past year, over 90% of volunteers actively used the app to join tasks without requiring manual coordination. As a result, volunteer coordinators experienced a substantial reduction in administrative workload, allowing them to focus more on volunteer engagement and program quality rather than scheduling and follow-ups. 

 As well as this, improved data tracking has enabled GNiNC to build a much clearer picture of how services are used and how volunteers engage over time. As a result, records are now more accurate and consistent, providing a solid foundation for reporting and evaluation. This reliable data has strengthened grant applications by allowing the organisation to support funding requests with tangible, evidence-based insights.

“Volunteer numbers are up and we are running with only 8% inactive volunteers which given personal circumstances, holidays and illness is a very efficient level of activity.”

Next Steps

 GNINC is using Volunteero to help future-proof the organisation, taking a smart, all-around approach that boosts day-to-day efficiency while also supporting their long-term goals.

Volunteero has helped position the organisation as progressive and adaptable, while remaining deeply connected to its mission and values. As Rosemary reflected, “wrapping it around the rest of the modernisation programme has ensured our profile is seen as a forward-thinking organisation with its roots firmly planted in making a difference in our community.”

The organisation has used this modernisation to strengthen its identity, make services better, and build trust in the community. It shows that new ideas can support people and purpose, not replace them.