Heart of Midlothian FC 2015 Page 1

Transcription

1 Heart of Midlothian FC 2015 Page 1

2 Welcome to the Heart of Midlothian FC Supporters Charter Our Supporters Charter is designed to provide extensive information about the club, its services and our focused approach to supporter communication. Additionally, the Supporters Charter includes extensive information about the club s expectations relating to supporters conduct, in order to foster a club for all atmosphere at Tynecastle Stadium. UEFA has recognised that Hearts Supporters Charter is amongst the best practice in supporter communication in Europe, and with that in mind we are very proud of this guide. Should you have any queries regarding the Supporters Charter please do not hesitate to contact our Ticket & Supporter Services Manager Mark Waterson via [email protected] or option 1*. The Heart of Midlothian Commitment As a progressive football club, located at the heart of Scotland s capital city, Hearts aims to offer the best possible experience to our supporters, in a safe and vibrant environment. Heart of Midlothian is fully committed to: Our supporters Our history, heritage and tradition Our community Removing racism, sectarianism and unacceptable conduct An exciting matchday experience Our selected charities and partner organisations Quality of services and product, in all areas including ticketing and retail Our employees The development of young people through sport, health and education Heart of Midlothian FC 2015 Page 2

3 Supporter Care and Communication Hearts supporters are amongst the most passionate in the world and we recognise that they make a massive financial and emotional commitment to the club they love. With that in mind Hearts aims to offer an attentive and comprehensive service. Our supporter services team works six days a week, managing telephone calls and s in an efficient and personal manner. You can contact us via [email protected] or call us on , option 1*. Alternatively you can write to us, including a contact telephone number (daytime and evening) to: Supporter Services, Heart of Midlothian Football Club, Tynecastle Stadium, Gorgie Road, Edinburgh, EH11 2NL. Response Commitment Hearts will normally reply to supporter s within three working days Hearts will normally respond to written letters within seven working days. The club may choose to initially reply via a telephone call, and follow that up with a written response, as agreed and if appropriate Enquiry and Complaints Process Enquiries will be channelled from supporter services into the correct department and an appropriate response will be made under the terms of our Response Commitment, as outlined above. Where an enquiry cannot be resolved, supporters should contact Ticket & Supporter Services Manager Mark Waterson in writing ( or post). Ultimately, if an enquiry has not been satisfactorily resolved, supporters should address a complaint in writing ( or post) to Denise Oldham, PA to the Board. Heart of Midlothian FC 2015 Page 3

4 Competitions Hearts is a full member of the Scottish FA and a founding member of the Scottish Professional Football league. The first team will participate in three competitions next year: the Scottish Premiership, the Scottish League Cup and the William Hill Scottish Cup. Scottish Premiership Twelve teams participate in the Scottish Premiership. Each team plays three games against opponents during the regular season. Some opponents are played twice at home and once away, and vice versa. After 33 matches the league splits into two groups based on which half of the table a team is placed. Thereafter five final fixtures take place. Normally a team will play 19 games at home and away each season, however on occasions it may be necessary for the matches to split or vice versa. At the end of the season the team that finished first is crowned Scottish Premiership champions and qualifies for UEFA Champions League. The runners-up may also qualify for the UEFA Champions League, depending on the league s European co-efficient rating. The third-placed team qualifies for the UEFA Europa League (entering at round three), whilst the fourth-placed team will also qualify for the UEFA Europa League (entering at round two). These teams move up a round if the Scottish Cup entrants to the UEFA Europa League are runners-up, because the winners have already qualified for the UEFA Champions League. The bottom-placed team will be relegated to the Scottish Championship, while the eleventhplaced team will play two play-off games against either the 2 nd /3 rd /4 th -placed side from the Championship, whereby the winner will take part in next season s Premiership, and the loser the Championship. Scottish League Cup The Scottish League Cup includes all teams from the Scottish Premiership and the Championship, League One and League Two. Hearts will enter the tournament at round one. Qualification for the Final would see Hearts play six games in total. The Semi-Final and Final are played at neutral venues, with the Final at The National Stadium, Hampden Park. Ticket prices are set by the SPFL in consultation with competing clubs for the Semi-Finals and Final. Ticket prices for all other rounds are set by the home club, usually in agreement with the visitors. Clubs generally charge similar prices to that of standard league fixtures with the home club s division. Heart of Midlothian FC 2015 Page 4

5 William Hill Scottish Cup The William Hill Scottish Cup includes all 42 teams from the Scottish Professional Football League and non-league qualifying teams from Junior and Senior Football. Hearts will enter the tournament at round four in November. Qualification for the Final would see Hearts play five games in total. The Semi-Final and Final are almost always played at The National Stadium, Hampden Park with ticket prices set by the Scottish FA after consulting competing clubs. Ticket prices for all other rounds are set by the home club, usually in agreement with the visitors. Clubs generally charge similar prices to that of a standard league fixture within the home club s division. The winners of the Scottish Cup qualify for the Europa League (entering at found four). The runners-up do not qualify for any European competition. Heart of Midlothian FC 2015 Page 5

6 Hearts Tickets Introduction Hearts aims to offer football for all with a range of match ticket prices that offer representative value for money within Tynecastle Stadium. Tickets are available to book 24 hours a day online and via telesales. Our Ticket Centre is located within the Hearts Clubstore and is open six days a week. Seating at Tynecastle Hearts operates four seating zones: Platinum, Gold, Silver and Bronze. Each zone and price reflects the quality of view in relation to the pitch. Our seating zones apply to both season ticket and match ticket sales. Heart of Midlothian FC 2015 Page 6

7 Season Tickets Sales Season tickets afford the best value, compared to match-by-match prices. They include access to all Scottish Premiership home games. For all season ticket holders received a Smartcard to access games at Tynecastle. Scottish League Cup and William Hill Scottish Cup matches are sold on a match-by-match basis, only. Season ticket holders are able to book and add these matches to their Smartcards when seats are available as pre-reserved. Account Information Season ticket holders can update their account details online at Hearts etickets, which is accessed via Season ticket holders will have received their username and password by letter or , however these can be redeemed by contacting our supporter services team on , option 1*. Lost Season Smartcards Season ticket holders who lose their Smartcards may obtain a replacement in person from the Ticket Centre, subject to a 10 administration charge. Photographic identification is required. The previous Smartcard is de-activated and will no longer work. No Season Smartcard on Matchday Season ticket holders may receive a replacement ticket provided their Smartcard has not already been used to enter the stadium. Heart of Midlothian FC 2015 Page 7

8 Home Match Tickets Ticket prices vary depending upon Hearts opponents and whilst these are set in advance of the season, they can be subject to change at the club s discretion. Online ticket sales available for every Premiership match now Tickets for every Scottish Premiership match are available online now. Tickets are dispatched around four weeks before the match, and are sold subject to the date and kick-off time changing. To book tickets click on 24 hours a day. Self-printed tickets are available via the club s TicketFast facility. Telesales and Counter sales 22 days before each match Telesales and counter sales at the Ticket Centre for each match usually begin 22 days before the fixture date. Our telesales team is available 24 hours a day on , option 1*. The Ticket Centre is located within the Hearts Clubstore on McLeod Street and is normally open: Monday to Friday 9am until 5pm Saturday 10am until 4pm Weekend Matchday 10am until kick-off Latest ticket information is always available online at Heart of Midlothian FC 2015 Page 8

9 Other Important Information Supporters with disabilities All supporters are welcome at Tynecastle. The stadium has disability compliant facilities. The club also operate a commentary service for visually impaired supporters. More information is available from our supporter services team, Monday to Friday from 9am until 5pm on , then option 1*. Restricted view seats Supporters should note that there are a limited number of seats which offer a restricted view in the Main Stand. A discount will be offered for these seats. Restricted seats are only available for purchase after all other seats in the stadium are sold. If you lose your tickets Hearts cannot offer reprints for match tickets lost after they have been despatched from the Ticket Centre. Fixture changes From time to time it is necessary to change the date or kick-off time of fixtures, either for live TV or because of a club s participation in European competition. Such changes will be communicated via the club s website, and thereafter through the media. Booking fees home and away games Hearts uses an advanced customer relationship management system (CRM) via Ticketmaster. Booking fees are charged on all transactions, except cash payments in the Ticket Centre. This covers staff costs, Ticketmaster commission charges, and full use of the comprehensive system that allows the club to efficiently manage supporter details and booking histories. Refunds Refunds are not available on tickets sold, unless the date and kick-off time changes after the time of sale. Abandoned or postponed matches Tickets will be valid for rescheduled matches if a game is postponed. Tickets are nonrefundable after the match has kicked-off. Club liability Hearts is not liable for any loss, damage, or injury sustained by any individual or group whilst on club premises. Heart of Midlothian FC 2015 Page 9

10 Away match tickets Where other clubs provide us with tickets in advance, Hearts prefers to sell match tickets in advance of every game. This is recognised in football as best operational and safety practice. Away tickets, where available, will usually go on sale 15 days before each match. There are two ways to book tickets: Call , then option 1, then option 8* (Monday to Friday, 9am until 5pm) Visit the Ticket Centre within the Hearts Clubstore Cash only turnstiles Sometimes, host clubs will not issue tickets. In this instance match tickets are likely to be available from the host club on the day of the game. Latest ticket information is always available online at Hearts Travel Hearts offers excellent, family friendly bus services to most away matches if there is demand. Contact the supporter services team on , then option 1, then option 8* to book seats and obtain further information. Hearts Loyalty For the eighth successive season Hearts will offer Loyalty Points to supporters who back the team home and away. Season ticket holders will be allocated 20 Hearts Loyalty Points. Between 1 and 7 Hearts Loyalty Points are allocated for attending away matches. Each match is considered separately, based on location, date and kick-off time, where advanced sales apply. Supporters can check their Hearts Loyalty Points online via Heart of Midlothian FC 2015 Page 10

11 Hearts Retail Hearts Clubstore is located off McLeod Street at Tynecastle Stadium and is normally open: Monday to Saturday 9am until 5pm Matchdays 9am until 6pm The official online store, is open 24 hours a day offering a full range of official merchandise. Junior Jambos From this season every U16 can join our membership programme, Hearts Juniors. Offering fantastic opportunities to become involved at Tynecastle as a flag-bearer or mascot, plus some brilliant Matchday and non- Matchday experiences, Hearts Juniors is the best way to meet the players and get closer to the club. For more information or to register for free call , then option 7* There s much more information online at Heart of Midlothian FC 2015 Page 11

12 Hearts Media The Hearts News Centre is open 24 hours a day, seven days a week, providing news, content and analysis. You can keep up to date with what s going on through official club channels: Established in 1996, the official website is the number one resource for news from Tynecastle and Riccarton. If you don t see it on the website then it hasn t happened! Whilst other media outlets will tell you that they know the inside track, you can be absolutely 100% sure that until it appears on heartsfc.co.uk it s not official! HeartsTV Our official online TV channel provides live audio coverage of every match, live video streams of every home game and selected away games (ex-uk and Ireland), highlights of every game in the first team, U20s, plus big name TV interviews and full coverage of every news conference. Award winning Matchday Programme The club s outstanding Matchday Programme is on sale before every home game. Packed full of exclusive interviews, news, analysis and comments, the magazine is a terrific read and has been voted the best in Scotland. A digital version is also available for iphone, Android, ipad, Mac and PC users. Logon to for more information and to find out how you can download the app. Twitter Follow the official Hearts Twitter account for instant updates on the club and live match tweets. Facebook The club s official Facebook page can be located at Like the page to receive all the latest news and posts from the club on a daily basis. Heart of Midlothian FC 2015 Page 12

13 Big Hearts Community Trust The Big Hearts Community Trust is the club s main vehicle for investing in community development projects. It is an independent charity and its role is to support the work of local people towards building communities where people of all ages can live, work and participate in sport safely, where they welcome each other s differences and help each other to grow and succeed. This requires the club, through the Trust, to actively engage with local community leaders and forums and to offer sporting opportunities and a wide range of inspiring health and educational activities for the benefit of local people. Big Hearts is built on three main pillars of activity 1. Bigger Hearts: the Hearts brand is stronger as a result of deploying its staff, its traditions and resources for the benefit of local people and charities through raising awareness, using players as positive role models and facilitating successful fundraising activities. 2. Better Grassroots: more than 15,000 children and young people each year enjoy sports coaching and have the opportunity to have fun and be the best they can be. 3. Stronger Communities: local communities are safer, healthier and more confident as a result of our investment and activities. Since 2006 the charity has forged valuable and fruitful relationships with six local authorities and numerous community partners, resulting in high levels of activity in areas such as health, education, social responsibility, grassroots sport and club development. In close conjunction with Heart of Midlothian Football Club, the Trust continues to make a valuable social and community contribution to the south-east of Scotland and beyond. Heart of Midlothian FC 2015 Page 13

14 What we ask of our supporters Supporter Conduct Policy Introduction Hearts wants to create a vibrant and exciting atmosphere at Tynecastle Stadium. This strong policy, developed in partnership with the club, its supporters and key stakeholders, exists to protect everyone and proactively promote supporters experiences positively. This takes into account the strict rules implemented by both UEFA and Scottish Premier League, and relates to unacceptable conduct. Hearts also works tirelessly with the football authorities, the Scottish Government (Football for All) and Show Racism the Red Card. The club also works closely with surrounding local authorities including: The City of Edinburgh Council, Scottish Borders Council, Midlothian Council, West Lothian Council, East Lothian Council, and Fife Council to promote a positive message, using our footballers as key role models for young people. Supporters should be aware that Hearts can face severe penalties including loss of points for a breach of this policy. Unacceptable conduct Hearts is keen to ensure that all supporters benefit from a safe and welcoming environment at Tynecastle Stadium. Part of this process will involve the mutual exchange of information between police, stewards, and fellow Scottish Premier League clubs. As such, supporters should note the guidelines issued by the Scottish Premiership which underline that unacceptable conduct will not be tolerated and that league points can ultimately be deducted. Unacceptable behaviour comes in many forms such as foul and abusive language, threatening behaviour, comments about a person s race, religion, creed, nationality or sexual orientation, damage within the stadium and general anti-social behaviour. Heart of Midlothian FC 2015 Page 14

15 Visiting supporters are very welcome at Tynecastle Stadium, however they are also expected to fully abide by Hearts Supporters Conduct Policy. Penalties Hearts operates a strict policy with regard to unacceptable conduct. The following acts as a guide to the penalties the club reserves the right to implement. Offence/Discipline Ejection from Ground Written Warning 12-match ban 6-match ban Unacceptable conduct excessive Season ban Indefinite ban Missile throwing Racism/sectarianism and other forms of prejudice Pitch incursion General unrest Fighting/physical assault Abuse/aggression to stewards and staff Breaches of peace Fraud Credit card/financial Ticket offences Touting/duplication Possession of alcohol in the ground Drunk within the stadium Foul & abusive language Smoking policy Non compliance minimum recommended action maximum recommended action optional actions Bans may be imposed following any court judgements or bail requirements 12-match ban includes home and away games 6-month ban is imposed during the football season Indefinite bans are reviewed after 12 months of the football season A breach of the above penalties will automatically lead to the next level of penalty being imposed Where the club receives official information regarding a supporter s involvement in any offence it reserves the right to issue any sanctions in accordance with the guidelines above. Heart of Midlothian FC 2015 Page 15

16 Hearts Together with G4S Whether on or off the field, success takes teamwork and the prevention is better than cure approach adopted by supporters, the club and G4S Events in relation to crowd behaviour is a good example of everyone working together for the benefit of all. The aim of G4S Events is to assist in the continuing development of an enjoyable experience at Tynecastle; one that allows supporters of all ages to safely enjoy the match in the knowledge we have an aim that is a common cause with every fan. G4S Events is an active partner with the club in ensuring that supporters are provided with a security and stewarding services that listens to the fans and delivers on expectations. The security and crowd management (stewarding) operation has a number of obligations under the Health and Safety at Work Act 1974; the Safety at Sports Grounds Act 1975 and the Private Security Industry Act 2001, as well as the regulations and policies issued by the club. These obligations require security staff to undergo a strict process of training and vetting to obtain a Security Industry Authority (SIA) issued licence. Stewards must also successfully complete training to obtain a Level 2 Certificate for Event Stewards. This is just the minimum requirement with much more demand for those in supervisory roles and for security staff who have responsibility for spectator security where taking action against unacceptable conduct or behaviour is a main task. To enable security and stewards to demonstrate the value of the partnership and to meet obligations without being seen as over officious, the focus is on a number of clear objectives, which are: Delivery of a safe and enjoyable experience for the fans The maintenance of a secure environment for all To have a positive engagement with supporters To be an active partner that demonstrates action Through various initiatives, G4S Events will reach out towards supporters; offering a range of opportunities to talk about issues that concern them and looking to the future, working hard with the club by supporting opportunities that will create a learning experience for the young fan. Together this will help meet our aim of earning levels of co-operation that delivers the enjoyable experience every Hearts fan deserves. Heart of Midlothian FC 2015 Page 16

17 G4S Events G4S Events is the leading independent event security and stewarding services business in Europe, based in Edinburgh and part of G4S plc, the world s largest security solutions provider. Visit our website at Heart of Midlothian FC 2015 Page 17

18 Ground Regulations 1. All matches are played in accordance with the Rules and Regulations of the Scottish Football Association, the Scottish Premier League, The Scottish Football League, and where applicable, the Regulations of FIFA/UEFA Competitions. 2. Play cannot be guaranteed to take place on any particular day or at any particular time and the club reserves the right to change its advertised fixtures without prior notice and without liability. 3. Tickets allotted by this club/event organiser are issued on the express conditions that no holder thereof shall sell or transfer same for a larger price than appears on the face thereof. In the event of any breach of this condition, the club reserves the right to cancel this ticket and to retain the money paid therefore on allotment. 4. In the event of the match being abandoned after having kicked off you may be entitled to a refund of the cash admission charge paid at the turnstile in the determination of the club/event organiser acting reasonably. Where a match is abandoned before the expiry of the first half, a replacement ticket for the replay will only be issued to supporters who have retained the original ticket stub as their receipt of attendance. Obtaining a replacement ticket for the replayed match will be subject to the original ticket receipt being presented prior to a nominated closing date. If necessary, season ticket holders will have a new match voucher nominated for the replay. 5. In the event of an all ticket match being postponed for any reason, the ticket will be valid on the rearranged date. In the event of postponed/abandonment/cancellation of a match you may be entitled to a refund (in full or in part depending upon the circumstances) of the purchase price of the ticket. Please contact the club for details. 6. All children entering the ground must pay for admission or hold a valid ticket. 7. Unauthorised persons are not permitted to enter upon the field of play. 8. With the exception of authorised media representatives holding accreditation issued by the club/event organiser, the taking of photographs or filming by any means inside the ground is prohibited. In addition, no transmission or reproduction, in whole or part, in any form, or by any means, electronic, mechanical, recording or otherwise is permitted save with a special authorisation in writing by the club/event organiser and, where appropriate, the prior consent of the Scottish Football Association, the Scottish Premier League, the Scottish Football League or appropriate body. 9. Only persons specifically authorised in writing by the club are permitted to offer newspapers, periodicals or any other articles for sale in the ground. Heart of Midlothian FC 2015 Page 18

19 10. Unnecessary noise such as from the use of radio sets and behaviour likely to cause confusion, annoyance or nuisance of any kind, is not permitted in any part of the ground. 11. Foul, abusive sectarian or racist language or conduct is totally FORBIDDEN. 12. Please note that it is an offence punishable by law for any person to enter or attempt to enter the ground: 1. Whilst in possession of a prohibited container which is or was capable of holding liquid and which if thrown would be capable of causing injury to another person. 2. Whilst in possession of alcohol. 3. Whilst drunk. 4. Whilst in possession of any article or substance whose main purpose is the emission of a flare for purposes of illuminating or signalling or the emission of smoke or visible gas. 5. Any article which is a firework. All persons entering the ground may be searched by the police. 13. All persons entering the ground must adhere to the Segregation Arrangements for the ground. Any persons entering the wrong end of the ground will be removed from the ground with no re-admission. 14. Standing is FORBIDDEN in seated viewing areas. 15. Banners, or other articles which could, or might be used as a weapon, or to cause annoyance or offence, are not permitted within the ground. 16. Tynecastle is a no smoking stadium and smoking is strictly forbidden in all areas of the stadium. 17. All persons entering this ground are admitted subject to the condition that they may be required to submit to search to prevent prohibited articles being brought into the ground which might be used to cause injury or damage to other persons or property. 18. Under no circumstances is it permitted to throw any objects whether on to the pitch or track or otherwise. 19. At all times, the right of admission is reserved by the Club Management and in general no transfers within the ground are allowed. 20. All persons entering this ground are admitted only subject to the above Ground Regulations and the Scottish Football League. ENTRY TO THIS GROUND SHALL BE DEEMED TO CONSTITUTE UNQUALIFIED ACCEPTANCE OF ALL THESE RULES AND REGULATIONS. 21. The club reserves the right for its servants and agents and for members of the police forces to remove from the ground any person who does NOT COMPLY WITH GROUND REGULATIONS AND WITH THE RULES AND REGULATIONS of The Scottish Football Association, the Scottish Premier League, The Scottish Football Heart of Midlothian FC 2015 Page 19

20 League and/or, where applicable, the Regulations of the FIFA/UEFA Competitions or whose presence in the ground is or could reasonably be construed as constituting a source of danger, nuisance or annoyance to other Spectators. Heart of Midlothian FC 2015 Page 20

21 Who we are Heart of Midlothian Football Club Tynecastle Stadium Gorgie Road Edinburgh EH11 2NL Chairman: Directors: Chief Operating Officer: Facilities / Security Manager: Head of Commercial: Head of PR & Communications: Football Administration & Projects Manager: Ticket & Supporter Services Manager: Director of Football: Academy Manager: Ann Budge Eric Hogg, Craig Levein, Kevin Windram, Ann Budge, Brian Cormack Scot Gardiner Martine Collie Ann Park Paul Kiddie Clare Cowan Mark Waterson Craig Levein Roger Arnott Online: [email protected] [email protected] [email protected] *Calls cost 10p per minute plus your network operator s standard rate. Charter Currently Under Review Heart of Midlothian FC 2015 Page 21