THE F.A. PREMIER LEAGUE ANNUAL CHARTER REPORTS SEASON 2001/02

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1 The F.A. Premier League 11 Connaught Place London W2 2ET Telephone Fax THE F.A. PREMIER LEAGUE ANNUAL CHARTER REPORTS SEASON 2001/02 THE F.A. PREMIER LEAGUE ANNUAL CHARTER REPORTS SEASON 2001/02 The FA Premier League 2002 Designed and produced by Claremont Press. Every possible care has been taken to ensure that the information given in this publication is accurate and whilst the FA Premier League would be grateful to learn of any errors, we regret we cannot accept any responsibility for loss thereby caused.

2 THE F.A. PREMIER LEAGUE ANNUAL CHARTER REPORTS SEASON 2001/2002 CONTENTS INTRODUCTION PAGE THE F.A. PREMIER LEAGUE CUSTOMER CHARTER & REPORT 1 CLUB CUSTOMER CHARTERS & REPORTS 17 ARSENAL 19 ASTON VILLA 35 BLACKBURN ROVERS 49 BOLTON WANDERERS 67 CHARLTON ATHLETIC 81 CHELSEA 91 DERBY COUNTY 101 EVERTON 117 FULHAM 129 IPSWICH TOWN 151 LEEDS UNITED 167 LEICESTER CITY 193 LIVERPOOL 209 MANCHESTER UNITED 223 MIDDLESBROUGH 243 NEWCASTLE UNITED 265 SOUTHAMPTON 277 SUNDERLAND 291 TOTTENHAM HOTSPUR 311 WEST HAM UNITED 323 APPENDIX I SECTION J,THE F.A. PREMIER LEAGUE RULEBOOK 333 APPENDIX II THE INDEPENDENT FOOTBALL COMMISSION TERMS OF REFERENCE 337

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4 INTRODUCTION This document contains the second set of reports on the work of the F.A. Premier League and its member Clubs in relation to their Customer Charters and the Football Task Force reports on Facilities for Disabled Supporters, Eliminating Racism and Investment in the Community. The reports include information about ticketing policies, merchandising, consultation and funding initiatives. We believe this document shows that the F.A. Premier League and its Clubs are serious about excellence both on and off the pitch. We remain the only sporting league in the world to publish a comprehensive assessment of our off pitch activities, a process that we feel promotes best practice and encourages improvements for supporters and customers throughout the game. The first set of reports, which was published a year ago, was generally well received by our stakeholders including the newly formed Independent Football Commission (IFC). All recognised their significance as a starting point from which we can work together to improve the supporter and customer experience of Premier League football. Although the IFC will not report formally until 2003 we have tried where possible to take on board some of the informal feedback we have already received. The layout of this set of reports has changed as a result; each Club s Charter is followed by their report against that document. We hope this will make the reporting process clearer and easier to assess. Following feedback from supporter groups, the IFC and our Clubs, the reporting of complaints has also changed. Premiership Clubs have reported on their policy and procedures while the League has focused on unresolved Club complaints or Club complaints where we have facilitated a response. Both the F.A. Premier League and many of its Clubs have improved their monitoring of response times over the last year and some Clubs now have electronic systems in place to aid this. Several other Clubs and the League itself are introducing such technology for 2002/03 and we anticipate more accurate reporting of response times in a year's time. The IFC and the supporters groups wanted to see more user-friendly documents and several Clubs anticipated this need by producing Charters in glossy leaflet form or printed in programmes or Club magazines. We have and will continue to share this best practice in order to encourage more fan friendly presentation of both Charters and Charter reports in the future. The main request from other stakeholders focused on the reporting of our partnership working. Organisations such as The Prince s Trust and the Football Foundation felt a more detailed account of our joint projects should be included in future documents and we have worked with them to achieve this. Our Customer Charter work provides a framework through which we, and our Clubs, will better balance commercial interests and consumer need. We look forward to working with you to make real improvements to your Premier League experience year on year. Richard Scudamore Chief Executive The F.A. Premier League

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6 THE FA PREMIER LEAGUE CHARTER & ANNUAL CHARTER REPORT

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8 The FA Premier League Charter 2001/02 THE F.A. PREMIER LEAGUE CHARTER PURPOSE The F.A. Premier League s purpose is to: Develop and promote the world s leading domestic league football competition, providing a platform from which our Clubs can achieve success in European or World competitions Provide leadership with regard to external changes that may affect the future direction of the game Develop the talents of young players who will achieve success both in our Clubs and in the England International team Strengthen the long-term future of our Clubs and the League by securing commercial agreements for broadcasting and media rights and for sponsorship and licensing that maximise revenue, reconcile Club interests and balance consumer needs Provide an administration and support service for our Clubs that will help them to achieve excellence in all areas, and assist in their efforts to act responsibly and positively in dealing with their customers In carrying out these tasks we will utilise our power and influence responsibly to improve the game in this country and abroad through partnerships with the FA, UEFA and other bodies. COMMITMENT The F.A. Premier League is committed to: Enabling all young people, regardless of sex, race, religion or disability to have access to a new generation of football facilities Using the popularity of football to improve educational and training standards for young people We recognise the huge influence football can have on people s lives.we take our commitments in this area seriously and will continue to form meaningful partnerships with organisations that deliver positive outcomes for young people. We currently support: The Football Foundation Football in the Community The Prince s Trust: Football Kick It Out Premiership Reading Challenge We also utilise the fines paid by Clubs to the F.A. Premier League for breaches of our rules to assist particularly deserving causes both in England and worldwide. 1

9 The FA Premier League Charter 2001/02 We are dedicated to offering equal opportunities. It is our policy that there should be no discrimination, harassment or less favourable treatment or victimisation of any employee, job applicant, customer or provider of services either directly or indirectly on any grounds. CUSTOMER SERVICE Our customers are our member Clubs, supporters of the Clubs and sponsors. We aim to deal with all contacts from customers within 14 days. If this is not possible an acknowledgement will be sent with an indication of when the customer can expect a full response. Any customer who is not satisfied by the way either the F.A. Premier League or a Club has dealt with a comment or request, can contact us on , by fax to or by to [email protected]. We consult with a number of stakeholders on a regular basis, including:the Football Association, The Football League, Government, British Tourist Authority, National Association of Disabled Supporters, Supporters Direct, Football Supporters Association, National Federation of Football Supporters Clubs, and Disabled Supporters Forum. We are committed to promoting best practice with member Clubs and monitoring their progress in the following areas:- Ticketing and accessibility Consultation and information Investing in the community Merchandise Customer services We ensure public accountability through a system of annual reporting and monitoring which ensures that our Clubs are continually improving and developing in this area. 2

10 The FA Premier League Charter Report 2001/02 THE F.A. PREMIER LEAGUE ANNUAL CHARTER REPORT 2001/02 This report sets out the work carried out by the Premier League in relation its own Charter and to the agreed Recommendations of the Football Task Force of In our Charter we state clearly our belief that football can have a positive impact on people's lives. Participation in the game leads to a more active and healthy lifestyle and the popularity of the game can be harnessed to motivate greater educational attainment levels. We are committed to delivering both increased participation and improved educational standards and as a result, have formed meaningful partnerships with organisations that can help us to meet these two objectives. INCREASING PARTICIPATION We concentrate on projects that enable all young people, regardless of sex, race, religion or disability to have access to a new generation of football facilities. We deliver this commitment through partnership, working with three key organisations:the Football Foundation, Barclaycard "Free Kicks" and Football in the Community. The Football Foundation The Football Foundation was launched in July 2000 by the F.A. Premier League, The Football Association and the Government to deliver a multi-million pound investment to the grass roots of the game. It receives 5% of the income from our broadcasting deal (a total of million for season 2001/02) for investment in both grass roots facilities and community and education projects. Between July 2001 and July 2002 our funding, along with that of The Football Association, Government and Sport England enabled over 19 million to be used to target grass roots projects aimed at increasing participation. Some examples of schemes we supported are: Feniton - 178,104 allows the construction of 3 new pitches and a modern sports complex incorporating 4 changing rooms, a kitchen and social area, all with disabled access. The Playing Fields Association hope to develop the game in the village of Feniton and surrounding areas, particularly amongst under represented groups. Dearne Valley College, South Yorkshire - 287,250 allow the construction of a new floodlit all-weather pitch, using the latest in artificial surfaces complete with modern all inclusive changing facilities. The College hope to boost participation rates amongst young people and adults. Wigton Moor Junior Football Club 306,000 to provide a new clubhouse, incorporating 4 changing rooms, 2 officials' changing facilities, a club room plus disabled facilities throughout. In addition, the team will be able to improve the drainage of all their existing pitches and construct 3 new mini soccer pitches and a grass training area at the Recreation Ground, Alwoodley. 219 boys and girls aged 7 to 17 are currently active members and they now hope to be able to meet the increased demand for the game in their area. A further 13.5 million of Football Foundation funding went into stadia and safety improvements at Football League and national league Clubs. 3

11 The FA Premier League Charter Report 2001/02 Barclaycard Free Kicks Kit Scheme On 15 November 2001, Barclaycard launched their grass roots football programme Barclaycard Free Kicks, that underpins their F.A. Premier League sponsorship. Over the next three years, 4m will be invested in grass roots football in three different areas with the aims of: Opening up football to people from disadvantaged areas Helping people with disabilities to play the game Supporting educational schemes using the power of football (see Education and Training below) Firstly, through a partnership with the Football Foundation, the Free Kicks kit scheme will invest more than 1.5 million, during the sponsorship, to help teams of young people in socially excluded areas play football. The money will be used to provide teams with everything from free kit to water bottles. Over 1,000 football teams from disadvantaged areas will benefit from the donation of a Free Kicks football kit. Through the Football Foundation s nationwide networks, teams in deprived areas who currently do not have access to kit, are being identified and invited to apply. The scheme is working within the parameters of the Government s Indices of Deprivation 2000, a Department of Environment, Transport and the Regions initiative, to ensure those areas in most need of help are targeted as a priority. Since the launch of the scheme in November 2001 over 400 football kits have been awarded to teams in England and Wales. Barclaycard "Free Kicks" Club Scheme Each F.A. Premier League Club will receive 25,000 each season, for three years to implement projects to further develop their educational programmes and help people with disabilities to play the game. As a result, since the launch of the scheme in November 2001, 18,000 disabled children have gained access to coaching sessions run by F.A. Premier League Clubs. Football in the Community The F.A. Premier League is a partner in the nationally based Football in the Community scheme, along with the PFA, the Football League and the FA. Football in the Community projects were first established at professional football Clubs in The aims and objectives of the scheme are to: encourage more people (especially children) to play and watch football promote closer links between professional football Clubs and the local community encourage more people to become interested in and support their local Club maximize community facilities and their community usage at football Clubs where appropriate, Club projects are encouraged to provide temporary and/or gainful employment and training for unemployed people. Each Club Charter Report indicates the work that is going on locally. Here we are documenting the involvement of the Premier League nationally. During the 2001/02 season The F.A. Premier League donated 500,000 to Football in the Community (FITC) to enable them to deliver 4

12 The FA Premier League Charter Report 2001/02 expanded projects in partnership with football Clubs across the country. Our commitment ensures that community schemes can operate at Clubs in the Football League as well as at our own Clubs. In all, more than 1 million youngsters took part in holiday courses, football sessions linked to the PE curriculum in primary, junior and special schools, competitions and match day activities. UK Asian five a side Football Challenges at Wembley Goals Sunday 14 July 2002 As part of our commitment to encourage participation in the game by ethnic minorities, we supported (financially and in kind) the inaugural UK Asian 5-a-side Football Challenge Cup. This landmark event took place on Sunday 14 July 2002 and brought together the UK s best Asian football talent in one arena. It was open to all Asians aged 10 upwards and attracted players from 45 junior teams and 45 adult teams. We are currently working with the organisers to ensure the future sustainability of this event. Further details of our work with ethnic minorities is covered under "Kick It Out" below. EDUCATION AND TRAINING As our Charter makes clear, we are committed to using the popularity of football to improve educational and training standards for young people. We work with a range of organisations to deliver specific projects including: Club Study Support Centres, Department for Education and Skills, Barclaycard "Free Kicks", The Football Foundation, The Prince's Trust: Football initiative, BTEC, Football in the Community, Kick It Out and the National Literacy Trust. Study Support Centres and Playing for Success Playing for Success (PfS) is a national education initiative that is a result of a unique partnership between the F.A. Premier League and the Department for Education and Skills. The scheme, which focuses upon addressing the needs of under-achieving young people, mainly in years six to nine, places a strong emphasis on improving pupils' attitudes and motivation to learn. Structured after-school, weekend and holiday tuition is provided with a strong focus on literacy, numeracy, and independent learning skills. Each Centre is based on Club premises and staffed by an experienced teacher and supported by University and College students or others, acting as mentors and classroom assistants. Pupils achievements are celebrated at the end of each term where prizes and certificates are awarded to the young people for their efforts and achievements. Players and other officials from the Club also attend. 18 of the 20 Premier League (2001/02 season) Clubs have signed up to PfS and have opened their Centres. In 2001/02 a total of 8132 pupils benefited Premier League Club PfS Study Support Centres. The key findings of the third and most recent national evaluation of Playing for Success were: Despite sessions being held after school, most pupils attended over 80 per cent of the course 5

13 The FA Premier League Charter Report 2001/02 The DfES currently measures reading comprehension and numeracy in months. On average, primary pupils improved their numeracy scores by the equivalent of about 21 months and secondary pupils by about eight months during the 10-week course. Primary pupils reading comprehension scores improved significantly, by the equivalent of about 15 months. Pupils ICT skills improved significantly during their time at the Centres Attitude questionnaires revealed that Key Stage 3 pupils made significant progress in their independent study skills and their self-image. Over 90 per cent of pupils considered their Playing for Success Centre to be fun, interesting and a good idea for me. All 3 evaluations have found significant improvements in literacy, numeracy, ICT skills and motivation to learn amongst children attending the Centres. A fourth evaluation is currently underway. Centres are increasingly opening during the school day, working with new schools and initiating new schemes, for example via learndirect and the New Deal. This enables them to meet the needs of the local community with continued support from the Football Club and Local Education Authority (LEA). In addition, outreach programmes have been set up to work with schools groups that are unable to attend sessions during the daytime. Increasingly Centres are working in partnership with many organisations, both locally and nationally. Some Centres are building on international links with schools in other countries through the British Council. The Football Foundation The Foundation uses 12.5% of its annual budget to support community and education projects. Between July 2001 and July 2002 over 5 million was used on locally based schemes that promote social welfare and education of people of all ages and abilities. Some examples of projects we supported are: Kidderminster Harriers Football in the Community Scheme 72,396 grant to work in association with the Worcestershire Health Authority, County Council, LEA and the British Heart Foundation, Kidderminster Harriers FITC to establish a healthy living programme in schools, using the power of football as a motivational tool. The three year project will target 80 primary schools situated in rural regions and areas of deprivation, involving up to 6000 local children. Coaches from the Harriers will visit schools and provide football coaching sessions; passing on the benefits of regular exercise, health living and good diet. Tranmere Rovers Community Scheme the Kick It/Kick Off scheme has proved a huge success in raising drug awareness to over 200 local school children. This grant of 81,794 will allow the programme to run for a further three years and will help to provide football coaching facilities and health lifestyle sessions to school children. These will be delivered by Tranmere Rovers coaches and the local police and will focus on health and fitness, substance misuse, crime, truancy, racism, and violence whilst also providing sports careers advice. The club will also provide girls only football activities, organising coaching sessions for girls in the Birkenhead area. It will be offered to over 450 girls in the area, establishing mini soccer leagues and tournaments for primary and secondary schools. 6

14 The FA Premier League Charter Report 2001/02 Martin Shaw King Trust, Lambeth 161,141 to help establish a football programme assessing and responding to community football needs in Lambeth. By developing and professionalising the infrastructure of community football groups and ensuring these organisations work more effectively, the Trust hope to establish a greater equality and representation from the grass roots level to the top of the game. Colchester United Football in the Community Scheme 141,000 enables the Club to provide a fulltime social programme, offering footballing activities and coaching opportunities for young people, a disabled football programme and educational opportunities in the Club house. A key feature of the project is to provide street football impromptu games aimed at drawing young people off the street who would otherwise have nothing to do. Literacy Campaign North East Footballers will be supporting a new educational campaign urging north easterners to enjoy reading. 24,500 to support a scheme organised by the Easington and Seaham Education Action Zone, urging children and adults to pick up a book and start reading. The Read the Game initiative will include a poster campaign, using positive role models to motivate children to read for pleasure and also to encourage partnerships between football clubs and local educational establishments. Notts County Football in the Community 262,134 to fund a programme delivering an individually designed educational and practical projects in a stimulating and safe environment for children aged who have been excluded from school. Stanley House Youth Academy - 126,200 to provide a football development programme to address the problems of social exclusion among young people in the Toxteth/Granby area of Liverpool. Barclaycard "Free Kicks" Club Scheme As a result of the 25,000 given to each F.A. Premier League Club since the Scheme s inception in November 2001, an additional 58,000 children have been able to take part in Clubs education programmes. The Prince s Trust: Football The Premier League is a key partner in The Prince s Trust Football initiative, a nationwide programme that to date has helped almost 4,000 young people. At a national level the Football Initiative is managed by a working group on which the Premier League is represented by our Head of Corporate and Community Affairs, Kathryn Robinson. 12-week structured courses incorporate activities that help 16 to 25 year olds develop the skills, confidence and motivation to find work while gaining nationally recognised qualifications. Courses are open to young people who are employed, unemployed or those on the New Deal. 75% of Prince s Trust volunteers who were previously unemployed go on to find employment, enter further education or undertake more training. 90% of employers report an improvement in the skills and attitudes of employed participants on their return to work. This unique initiative is now into its fifth year and the Premier League has committed 500,000 per year over the next three years to the expansion of the programme. This funding enables the scheme to operate in football Clubs throughout England, not just those with Premier League membership. 7

15 The FA Premier League Charter Report 2001/02 In addition to this national funding, the involvement of individual Premier League Clubs assists with recruitment, encourages young people in their progress and strengthens links with the local community. Clubs have continued to lend their support by offering: Venues for presentations or as a team base Match tickets Work Placements Player involvement Motivational talks Articles in match day programmes The use of the Club logo on promotional material Details of each Club s involvement in the initiative can be found in their own Charter report within this document. Football in the Community (FITC) In addition to the grassroots participation work described above, our funding of the national FITC scheme has led to several Clubs expanding their work into educational and training activities. Adult courses and work based training for unemployed people were also provided at many Clubs, and a re-focusing of work with socially excluded people led to a number of innovative schemes aimed at increasing self-esteem and encouraging participation in team activities. BTEC Sport The Premier League has been at the centre of the development of the new BTEC Sport. All resource materials and assignments have been produced on behalf of the Premier League, by a team led by Loughborough College. The resources are available through which will soon be transferred to the Premier League main website, for distribution. The Premier League has been asked to contribute to the discussions with regard to the new Modern Apprenticeship in Professional Sport and it is envisaged that the BTEC Sport will provide the Technical Certification at the centre of the new qualification. Premiership Reading Challenge Further development of this initiative has been planned during the last year. Working with the National Literacy Trust we are creating a new Premiership Reading Challenge which will build on the initial scheme run in conjunction with Walsall Libraries and the Department for Culture Media and Sport. The project aims to use the power of the Premier League Clubs to actively promote reading and hence improve literacy standards. The Reading Challenge will initially operate through a network of libraries, local to each Club, and will involve children and adults reading books recommended by a Reading Champion at each Club. It is due to be piloted in January The overall objectives of the scheme are to: 8

16 The FA Premier League Charter Report 2001/02 increase use and awareness of public libraries, particularly by groups who currently under use the network promote reading and creative writing especially as a "family" activities increase access to books give free books to children leave a legacy of books to individual libraries promote informal adult education opportunities Premier Learning The Premier League is in the process of developing an interactive cross-curricular resource for use by 7-11 year olds, called Premier Learning. The resource aims to enhance the National Curriculum by using the power of football to enthral the learner and to provide real life examples for subject application. It combines appropriate educational content with an exciting and fun learning style, which is facilitated through an interactive medium. Premier Learning has been developed by a team of educational specialists and practitioners for use in schools, study support centres and homes. It will be available across all subject areas and includes comprehensive teacher's notes which link to the National Curriculum. Premier Learning will be available, in stages, through the Premier League website, in the autumn of Kick It Out! Kick It Out! (KIO) is football s anti-racism campaign, and the Premier League works closely with the campaign to combat racism and encourage and celebrate ethnic diversity in football. Funding of 70,000 is provided to KIO each season. In October 2001, the Premier League supported Kick It Out s first national anti-racism week of action in football involving professional football clubs, supporters, black and Asian community organisations, schools and libraries. The week saw over 200 activities taking place across the country, details of which are contained in the Club reports. A similar week of action is being planned for October In addition to the week of action, we have been developing a Racial Equality Standard for Professional Football clubs in conjunction with Kick It Out, the Football League and the Football Association. The Standard will provide a template for Clubs and the football authorities to work to, and will enable us to further develop our anti-racism work across the Clubs. We have also worked with KIO on the development of a distinct anti-racism module which will form part of the general training taken by all stewards the Football Stewarding Qualification (FSQ). The module will be incorporated into the FSQ in season 2002/03. In another new initiative, KIO organised an education conference. "Football, Citizenship and Antiracism" was held on 28 May 2002 at Old Trafford, with a mandate to offer ideas, examples of good practice and opportunities to use football in an educational environment. 250 delegates attended, amongst them Football in the Community officers, youth workers and teachers. SUPPORT FOR CHARITIES The F.A. Premier League gives over 21 million to charitable organisations each year. As a result of the scale of our commitment during 2002 the Premier League was awarded PerCent Club 9

17 The FA Premier League Charter Report 2001/02 status by "Business in the Community". The Percent Club consists of nearly 300 companies who are committed to making an investment in the communities in which they operate. The PerCent Club Index is the most widely recognised benchmark of a company's commitment to community investment. Its ranking of companies who have achieved PerCent Club status will be published in November. Football Aid This season we again supported the Football Aid project, a unique charity venture which offers supporters the opportunity to pay to play on the turf of their favourite team. Fundraising matches took place at 18 Premier League Clubs this season and again, these are detailed in the Club reports later in this document. Almost all of the games took place during April and May, with thousands of fans bidding on the website for the chance to take part. Thousands also took part in competitions for the chance to play in the supporters teams. The specially arranged games took place towards the end of the season and many well-known football figures lent their support by captaining the fans teams. During the season these events raised 112,929 for Field of Dreams, 51,359 for the F.A. Premier League s nominated charity (The Prince s Trust), and 70,464 for charities nominated by the Clubs themselves. A total of 234,752 was raised. Charities Aid Foundation All monies received by the F.A. Premier League by way of Club fines are ring fenced for use towards 'good causes'. These fines usually result from minor infringements of our Rules around issues such as youth or reserve teams playing unauthorised players, late kick offs or the wearing of incorrect kits. The funds are transferred into a Charities Aid Foundation account, which ensures that such monies are only available for payment to registered charities. We receive numerous external requests for financial assistance from charitable organisations and we also invite Premier League staff to nominate causes that they may wish us to support. The good causes fund' is used for making donations to such bodies. In the last three years, over 125,000 has been raised for charitable purposes in this way. During the 2001/02 season donations totalling 30,715 were distributed to 69 charitable organisations, including schools, hospitals, hospices and youth football clubs. EQUAL OPPORTUNITIES This season saw the introduction of a new post at the Premier League. Nancy Sibson took up the position of Head of Personnel, which included responsibility for the implementation of our Equal Opportunities Policy. A comprehensive Staff Handbook is presented to all staff on joining the Premier League. An Equality Seminar was held on Thursday 1 November Lord Herman Ouseley, formerly Executive Chairman of the Commission for Racial Equality, facilitated the session, which was attended by all Premier League staff. The seminar included training around equality in staff recruitment, disability and the impact of bullying and discrimination. 10

18 The FA Premier League Charter Report 2001/02 CUSTOMER SERVICE We commit to dealing with all contacts from Clubs, supporters and other stakeholders within a maximum of 14 days. Where this is not possible their correspondence is acknowledged and we indicate when they can expect a full response. Information Requests, Complaints and Monitoring Information requests continue to dominate our customer contacts. These and all complaints about Premier League activity were logged and responses monitored. Each was acknowledged upon receipt and we provided a full response within 14 days in the vast majority of cases. A new software system is being implemented for use in Season 2002/03 which will enable us to track trends and give more accurate response rates in future. This season the Premier League received the following numbers of complaints and requests for information: Subject Area Contact Type Information Complaints Requests Football Administration Letter Referees Letter/Tel 6 43 Commercial (Sponsors & Broadcasting) Letter 4 12 Communications Letter 16 3 Press 1 - Letter - 1 Other (FA etc) Letter TOTAL: The categories given in the table above differ from last year s report. The new categories better enable us to track and monitor the feedback to each department within the Premier League. Last season a total of 74 complaints were received and the number of information requests were not recorded. We welcome this increase in contact with our customers and the opportunity to answer their queries or concerns. We can only move forward as a business by better understanding the needs of our stakeholders and we view all such contacts as an opportunity to improve our offering. Our process for dealing with complaints against individual Clubs continued as it had done in the previous season. Our policy was to facilitate a response from the Club on behalf of the complainant. This season we received 28 complaints against our Clubs. 27 were resolved and one is yet to be resolved. We forwarded correspondence to the Club in the first instance, and asked that they reply directly to the complainant and copy any correspondence to us. If the customer was not satisfied we would then ensure that a resolution was reached with the Club. The number of complaints against Clubs has dropped considerably, with 53 received in season 2000/01. We believe this is a result of a greater awareness on behalf of supporters that complaints about Club activity should initially be dealt with by the Club concerned and only if it fails to respond to the supporter s satisfaction should they take the matter up with the Premier League. 11

19 The FA Premier League Charter Report 2001/02 CONSULTATION WITH STAKEHOLDERS Throughout the year we carried out a comprehensive consultation process with supporters groups, football organisations, government, academics, commercial partners and other stakeholders. The National Fan Survey Early in 2002 we published the results of the National Fan Survey 2001, the largest survey of its kind worldwide. The report was the outcome of a self-complete postal questionnaire sent out to 56,020 randomly selected supporters. 22,090 supporters responded, making 39.4% of the sample. The survey was carried out by the Sir Norman Chester Centre for Football Research at the University of Leicester and included questions on a variety of topics, including Club services and facilities, value for money, fan behaviour and player behaviour and travel to and from matches. The full results of the survey are available in a comprehensive 38-page report from the Premier League or via our website. This was the seventh annual survey and the exercise will be carried out again in the autumn of In late 2001 we carried out our own evaluation of the survey report and the process, and consulted with our Clubs on the future direction of the survey. Supporter Panels We continued to assist the consultation process between Clubs and supporters with our Supporter Panel project. A Supporter Panel is a small group of 10 to 12 fans who meet at the Club, to discuss topics chosen by the Premier League and/or the Club. The meeting is facilitated by an experienced panel leader who is independent of the Club. In general terms, the aims behind the Supporter Panel process are to consult with fans and provide a seasonal flow of information about fans' views on matters of interest to Premier League Clubs. Working Groups and Forums The Premier League contributes to a number of forums and working groups aimed at increasing communication between supporters and the football authorities. Meetings of the Disabled Supporters Organisations and the football authorities are held bimonthly. The meetings are organised by the Football Association and held at Premier League offices. This season the topics for discussion included definitions of disability and the need for a standard, the impact of supporters standing in seated areas, and the standardisation of ticketing policies. As a result we are extending the remit of our Disability Discrimination Act work (outlined below) to create a model policy document for Clubs covering ticketing policy for disabled supporters and match day access. The Disability Rights Commission will be reviewing this work and we anticipate distributing an approved document to Clubs early in the 2002/03 season. In addition, we are working alongside other members of the group on the production of a new guidance document for builders, architects and Clubs across the game, from grass roots to the Premier League. "Facilities for Disabled Supporters" will give guidance on existing information on improving stadia, and will also promote best practice. 12

20 The FA Premier League Charter Report 2001/02 We also attended meetings of the Football Supporters Organisations (FSOs)*, similarly organised by the FA and including representatives from across the football authorities. These meetings provided us with the opportunity to discuss Customer Charters and the reporting process, the content of our supporter panels and fixture re-arrangements. As a result of the latter point being raised, we convened bilateral meetings with the FSOs regarding the impact of fixture changes on travel plans. Further to this meeting we have altered the way in which our fixture list is presented to make it clearer to supporters the circumstances in which some fixtures may move. We are also engaged in a consultation process with the main train operators to discuss ways of improving the transport options available to supporters when fixtures are moved. We contributed to a Football Association organised meeting with the supporters organisations specifically on the issue of standing. The meeting was held on 24 June 2002 in Manchester with the football authorities and a number of supporters organisations. As a result, the football authorities fed the supporters' views to the Department for Culture, Media and Sport, the Home Office and the Football Licensing Authority, and the supporters' organisations have since been invited to speak at a meeting of the Football Safety Officers' Association. Supporters Direct Consultative Committee The working relationship between the Premier League and Supporters Direct has continued fruitfully over the past year. Supporters Direct is the government-backed organisation with the brief to promote the establishment of Supporters' Trusts throughout professional football, formed in 2000 as a result of the recommendations of the Football Task Force. Although the Trust movement began at smaller clubs, often as a result of financial crises, it has proved equally attractive to fans of clubs at all levels. The number of Trusts has grown in two years from 6 to 62, of which 32 have a shareholding in the club and 23 have Boardroom representation. There are Trusts established at 5 Premier League club:aston Villa, Manchester United,Tottenham Hotspur, Middlesbrough, and West Ham United. Working Parties are also active at Arsenal and Leeds United to form Trusts there as a result of democratic decisions at public meetings. Association of Chief Police Officers (ACPO) As a member of the Association of Chief Police Officers working party on racism, we contacted Clubs to ask for their cooperation in helping police to conduct an anti racism initiative at all football grounds over the weekends of 6th and 13th April We also sought feedback from Clubs at the end of the season in order to assess the impact of the project. We await ACPO s review of this initiative. PROMOTING BEST PRACTICE AND MONITORING PROGRESS Our key method of promoting best practice amongst our Clubs was through our quarterly Customer Charter contacts meetings. Each Club has an executive responsible for Charter work and these representatives meet at Premier League headquarters to discuss issues relating to the Charter process, Charter Reporting and the implementation of the agreed Recommendations of * The National Federation of Football Supporters Clubs and the Football Supporters Association merged on 1 August 2002 and will operate under the title of The Football Supporters Federation. 13

21 The FA Premier League Charter Report 2001/02 Football Task Force. During the last year these meetings have produced the following new areas of work. Ticketing and Accessibility Our priority this year was to provide our Clubs with a detailed business plan covering the implications of the Disability Discrimination Act (DDA). This document would ensure that Clubs understood the legal implications of the DDA and create a detailed model to enable them to develop into truly accessible businesses. We engaged the services of two consultants who worked on the business planning pilot project with Aston Villa. Seminars were held in Leeds on Wednesday 13 February and in London on Thursday 14 February 2002, at which the consultants presented the resulting template to the Clubs. A further Question and Answer Session was held at Aston Villa on Tuesday 9 July providing Clubs with the opportunity to clarify any outstanding points from the document. The F.A. Premier League worked in partnership with Leeds United and the RNIB to look at ways of creating accessible matchday information for the visually impaired. In a pilot project, 1,000 large print programmes and 15 Braille copies of the programme were produced for the Leeds United v Aston Villa match in November. The outcomes of the project were presented to our Clubs at the Charter Contact meeting in January As last year we worked with the Clubs to benchmark concessions policy across all twenty Clubs. None were considered to be in breach of either the letter or the spirit of the rulebook and none were asked for movement. Next season we will be extending the scope of this benchmarking to examine the use of 'teen' concessions and, in particular, their availability to away supporters. Consultation and Information At our September meeting of the Charter contacts, we invited the Sir Norman Chester Centre to give a presentation to the Clubs about the forthcoming National Fan Survey report. Later in the season we held a consultation meeting with all Clubs to obtain feedback on the future content and direction of the Survey. We also discussed various methods of consulting with fans, including supporter panels and different types of fan forums. In order to encourage a greater number of supporters panels to be held at F.A. Premier League Clubs we expanded the Premier League centrally funded scheme. In addition to the standard supporter panel carried out at all Clubs, we also offered matched funding for further panels to all Clubs. Two Clubs took up this option. Investing in the Community Presentations were given at our Charter Contacts meetings by staff from Supporters Direct, Barclaycard 'Free Kicks' and The Prince s Trust, thus enabling their work to be promoted amongst the Clubs. We are currently planning a community briefing for all Clubs to be held early in season 2002/03. Merchandise With regard to replica strips, we continued to encouraged all Clubs to operate a 2-year cycle for their home kits and 18 Clubs did so. Customer Services This season we worked with our Clubs on specific ways of improving levels of customer service. At our Charter meetings, Club staff took the opportunity to share ideas for methods of 14

22 The FA Premier League Charter Report 2001/02 monitoring complaints, and welcomed the chance to give presentations on their own systems and receive feedback from each other. Our main focus, however, was in working with the Customer Service Network (CSN), to develop two distinct training programmes aimed at executive level and front facing Club staff. CSN is an organisation made up of member companies who are committed to service excellence and sharing good practice. For Club executives with overall responsibility for Customer Service CSN ran a one day seminar entitled Premier Service; Building Customer Service Excellence in the Premier League. The seminar was held at Dunchurch Park, Rugby, on 15 November 2001 and exposed staff to examples of best practice in other sectors and industries. The feedback from the Clubs was extremely positive with staff welcoming the opportunity to experience different approaches to business excellence. The success of the seminar has led us to plan three further events for 2002/03. CSN also worked with the F.A. Premier League and the Clubs to develop a training module for all customer facing staff at our football clubs. The key objectives of the training programme were defined as: Explaining the context for Club Charters, and Identifying skills and behaviours around: - Welcoming customers - Identifying customer needs - Handling difficult customers - Encouraging and managing feedback The resulting training programme was further developed in conjunction with Clubs at a series of pilots for front-line staff held on: 25 March 2002 at the Premier League offices in London 16 April 2002 at the Stadium of Light, Sunderland 13 June 2002 at Old Trafford, Manchester Fifteen Clubs sent representatives to these sessions. The final training programme will be available for Club use during 2002/03. It will offer customer facing staff to train alongside people in similar roles at other Clubs enabling them share best practice and common problems during the course. Our Charter states that we ensure public accountability through a system of annual reporting and monitoring. This document and in particular the Club reports contained within it are instrumental to this process. All of our Clubs take a healthy interest in the off pitch activities of other members of the League. All are committed to sharing best practice, and new ideas in one Club report will be copied by others. We encourage this process through the Charter contacts group and also through individual Club meetings. The following Club Reports describe our Clubs activity over the 2001/02 season and form a new benchmark for on going discussions of best practice and self regulation. 15

23 16

24 CLUB CUSTOMER CHARTERS & ANNUAL CHARTER REPORTS 17

25 18

26 Customer Charter 2001/02 Arsenal 1. ACCESSIBILITY ARSENAL FOOTBALL CLUB CUSTOMER CHARTER ARSENAL 1.1 The Club continues to strive for wider access to matches by offering: a broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets at least 25% of tickets to each game to non season ticket holders concessions for junior supporters, senior citizens and supporters with a restricted view of the pitch an area of the ground for the exclusive use of family groups and junior supporters free admission for disabled supporters and their carers. Mrs. Marilyn Elliott can be contacted by ringing for details of our disabled facilities and ticket allocation free or reduced admission for replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick-off ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off spectators are entitled to half price admission to the rearranged match season tickets payable by instalments. Apart from normal credit card facilities we have a scheme with the Woolwich Building Society where supporters are able to borrow their season ticket remittance from them and in turn repay the debt in instalments free admission to all home F.A. Premier League Reserve fixtures. 1.2 Tickets for Cup Competitions are priced at the normal prices charged for F.A. Premier League fixtures and are allocated in accordance with the rules and regulations of the competition. Season Ticket holders have the first seven cup ties played in UEFA Competitions or The FA Cup contained within their season ticket books. Remaining match tickets are sold to members of The Ticket Registration Scheme. 1.3 Any tickets purchased and then subsequently not required must be returned to the Box Office no later than seven days before the fixture in order to obtain a full refund. 1.4 General up-to-date ticketing information can be found on: Our website Gunnersline And in our Matchday Programmes. 19

27 Arsenal Customer Charter 2001/02 ARSENAL 2. AWAY SUPPORT 2.1 The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. 2.2 The Club endeavours to abide by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP 3.1 HOME MATCHES - Apart from season ticket holders we sell a number of tickets on a match by match basis through our ticket registration scheme. Supporters who are registered within the scheme pay an annual 20 subscription and thereafter receive a 1 discount from each F.A. Premier League ticket purchased for matches at Highbury. AWAY MATCHES - The Club s supporters are allocated tickets for away matches as follows. Supporters can register for our away match ticket scheme whereby they undertake to purchase a ticket, subject to availability, for each F.A. Premier League match in which we participate. Credit card details are held on file and the supporters cards are only charged match by match as and when the tickets are issued. Thereafter tickets are sold by giving priority to supporters who have attended most away matches over the last two seasons. The home club determines the cost of these tickets. This particular scheme is open to season ticket holders and travel club members only.to join, call the Box Office on and ask for a debit / credit card mandate. 3.2 The club operates the Junior Gunners membership scheme for children aged from 0 to 16 years old. (Phone for details). 3.3 The club also runs a Travel Club for supporters wishing to travel to Arsenal away games. (Phone for details).the Travel Club: Strives to provide realistically priced, fully escorted travel with a friendly atmosphere to Arsenal away games in England and Europe wherever possible Consults the Police and relevant authorities wherever possible to ensure that suitable arrangements are put in place for the safe transfer of supporters to and from away grounds. 4. CONSULTATION AND INFORMATION 4.1 For season 2001/2002, the club is introducing a Supporters Consultative Forum. A range of supporters will be invited to represent different supporter groups by discussing various issues concerning Arsenal with senior members of the administration team. 4.2 The Club also consults supporters on a regular basis through supporter panel liaison groups including family members and disabled facility supporters, FAPL annual fans survey, F.A. Premier League Supporter Panels and consultation on our new stadium project through our official web-site. 20

28 Customer Charter 2001/02 Arsenal 4.3 The Club has appointed a Supporters Liaison Officer to work closely with existing Supporters Clubs and to extend the network of Supporters Clubs in the UK and abroad. (Phone Jill Smith on for details). ARSENAL 4.4 The Club publicises its position on major policy issues in the Club Matchday programme, official website and Gunnersline information service. 4.5 The Club has and continues to develop ways to consult with Sponsors, the local authority and other interested parties. 4.6 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for changes. 4.7 The Club undertakes research on the design and quantity of new playing strips. 4.8 The Club will consider its traditional values, along with commercial considerations, when producing new playing strips. 5. COMMUNITY ACTIVITY The Club participates in two schemes namely Arsenal in the Community and The Arsenal Charitable Trust. (Phone for details). Arsenal in the Community and the Arsenal Charitable trust are committed to offering sporting and educational projects and charitable donations where the name of Arsenal can make a special impact to groups and individuals on a local, regional and international scale. The club has recently opened the Arsenal Study Support Centre, which caters for children in the local community in helping them to learn through football.the programme aims to use football as a motivating factor for the children, helping them to improve proficiency in IT, numeracy, literacy and study skills. We frequently make use of our Sports Centre and Mezzanine Lounge in hosting Community activities such as Soccer Schools, Quiz Nights, Indoor Bowls and Children s Parties. (Phone for further details). Projects local to the stadium, minority and disadvantaged groups receive a special priority. Two key areas of our input are: Financial assistance and training facilities for our ladies team and girls teams. (For details regarding these teams, phone Clare Wheatley on ). A leisure, recreation and coaching Youth training programme for underachieving 16 year old school leavers. Furthermore, the club wholeheartedly supports the aims of innovative schemes, such as Kick it Out, to overcome the problems of racism within football. 21

29 Arsenal Customer Charter 2001/02 ARSENAL The club takes part in initiatives to increase its support from ethnic communities, having provided complimentary tickets to local publications such as The Voice, New Nation,The Asian Times,The Jewish Chronicle and Parikiaki for competition prizes. 6. MERCHANDISE 6.1 All replica strip designs have a minimum lifespan of two seasons. 6.2 The Club provides swing tickets attached to replica Strip stating its launch date. 6.3 Details of the next intended change of kits are available from the Club s retail outlets. 6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip. 6.5 The Club offers refunds on merchandise in accordance with its legal obligations 7. THE STADIUM The club endeavours to ensure that the stadium is maintained to the highest standards ensuring that it is a safe, functional and pleasant environment for supporters and all other users. 8. CATERING Our Caterers, Letheby & Christopher, are fully committed to providing high quality catering operations within the constraints of the existing stadium infrastructure. They will seek to continue to improve their operations through measurement, gained by regularly monitoring customer thoughts and feedback. 9. STAFF CONDUCT 9.1 Arsenal Football Club expects and requires all Club members to conduct themselves in accordance with the highest ethical standards. Club members are expected to maintain these standards on or off Club premises. 9.2 All Club members, supporters and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. 10. CUSTOMER SERVICE 10.1 The Club responds to any contact from a customer within a maximum of 14 days. If it is felt that the complaint cannot be resolved within 14 days an acknowledgment of the communication will be made as an interim measure The Club responds by telephone, , fax or letter - dependent upon the nature of the request - and if a customer requests a response in writing he or she receives one. 22

30 Customer Charter 2001/02 Arsenal 10.3 David Miles, Company Secretary, has overall responsibility for customer service. However, the Club encourages customers to contact the department relevant to their particular query: Box Office Manager: Ivan Worsell, Commercial & Marketing Manager: John Hazell, Corporate Hospitality Manager:Yvette Cooke, Football in the Community Manager: Alan Sefton, Junior Gunners / Travel Club Manager: Sue Connelly, Mail Order Manager: Bronwel Hazell, Museum / Stadium Tours Manager: Iain Cook, Stadium Management Manager: John Beattie, ARSENAL 23

31 Arsenal Customer Charter 2001/02 ARSENAL 24

32 Club Charter Reports 2001/02 Arsenal ARSENAL FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 ARSENAL This report details our work in relation to our Customer Charter and to the Football Task Force Recommendations of Our Customer Charter is available on request from the Club, on our website and via . INCREASING ACCESSIBILITY We continued with our efforts to promote accessibility to Arsenal with a broad range of ticket prices and concessions. We also ran ticket competitions with the following papers: The Jewish Chronicle, New Nation,The Voice and Parikiaki in an attempt to encourage participation from local minority communities. Adult tickets were available from 21 to 50. Season tickets included 19 League games and 7 Cup-ties and were available from 585 to 1209 for adults, 260 for senior citizens and 234 for juniors. With a capacity of 38,500, we limited the number of season ticket holders to 20,000, thus ensuring that 15,500 seats - or more than 43% of our capacity - were available for match day ticket sales. Concessionary tickets were available for junior and senior citizen members in our dedicated family enclosure. Senior citizens and Cannon Club members were admitted for 11 and Junior Gunners for 10. Seats with a restricted view of the pitch, of which there were 1,200, were sold with a 25% discount. Karen McAteer was our contact for supporters with disabilities and she was available during normal office hours from Monday to Friday. No games were abandoned. This season we put in place a season ticket instalment plan with a much improved interest rate of 14.9% (compared to last year s rate of 22.4%). Approximately 800 supporters took up the option of paying for their season tickets through this method. A 20% discount was given on all tickets for our Worthington Cup match against Grimsby. AWAY SUPPORT 3,000 tickets were made available to all visiting Clubs. Supporters in the Lower Tier Wings paid 21, whether home or away, and all concessionary prices applied. 25

33 Arsenal Club Charter Reports 2001/02 ARSENAL LOYALTY AND MEMBERSHIP Full details of all our loyalty and membership schemes were set out in our Customer Charter and on our website. Membership of the Junior Gunners cost 14 and last season our membership was approximately 11,000 youngsters+. Membership of our Family Enclosure cost 20 and last season s membership was approximately 3,200. This membership enabled adults to accompany their Junior Gunner member into the Family Enclosure. Our Cannon Club Membership is for year-olds, and cost 12. Last season's membership was approximately 600. Members could apply for tickets at the reduced rates of 11 for Senior Citizens and 10 for Junior Gunners in the Family Enclosure. Our Senior Citizens membership cost 8 and last season we had approximately 300 members. Members could apply for tickets at a reduced rate in the Family Enclosure. Membership of our Travel Club cost 8 for Adults, 5 for Junior Gunners/Cannon Club members, and was free for Bond or Season Ticket Holders. Last season's membership was approximately 7,000. Travel Club membership enabled members to take advantage of competitively priced travel to our domestic and European fixtures. Tickets were dealt with by the Box Office and members received one credit for every match ticket purchased. For certain fixtures priority was given to members who had built up the most credits. CONSULTATION AND INFORMATION This season saw the development of a new Supporters Consultative Forum, set up with the assistance of the Electoral Reform Society. Fifteen people were elected to join the forum, which met four times during the season, on: 20 October December February April 2002 Our Managing Director, Keith Edelman, and Club Secretary David Miles attended all four meetings. Topics discussed included our Customer Charter, ticket distribution policies, touting and the new Club crest. Ivan Worsell, our Ticket Office Manager, attended the meeting at which ticket distribution was discussed. Two representatives of the local police force attended the meeting on touting,. As a result of the meetings we set up and telephone hotlines for people with information about touting to get in touch. We received 110 s and 20 phone calls, which were subsequently investigated. We also paid for a giant shirt to be moved around the ground at the FA Cup Final at the request of the supporters on the forum. Another outcome will be the return in one year s time to a yellow away kit. On 23 March 2002 we held a supporter panel. Facilitated by the F.A. Premier League the meeting covered the supporters thoughts on the move to a new stadium. We asked them what sort of facilities they would like to see, what aspects of Highbury they want to experience in a new stadium, and generally sought their feedback on issues of concern to them. 26

34 Club Charter Reports 2001/02 Arsenal A full programme of consultation has been embarked upon to help us to develop plans for our new stadium that will provide the local community with a facility that meets their needs. Regular meetings have taken place with: ARSENAL English Nature English Heritage Transport for London The Metropolitan Police Environmental Agency London Underground Fire Brigade Railtrack Local residents & businesses (Lough Road/Ashburton Grove) WAGN (Rail operator) CORUS (Rail interface) Housing Associations - (Peabody/Circle33/Newlon) Disabled Supporters We also undertook research on the design of our new Club crest. Supporters, staff, players, and sponsors were consulted through focus groups and questionnaires. INVESTING IN THE COMMUNITY Arsenal Sports Centre The Arsenal Sports Centre is run in conjunction with Islington Probation Service and Divert and is used by homeless or young people at risk. Football coaching is currently provided for 38 youngsters every week. Arsenal in the Community Arsenal in the Community joined up with local residents, the police and other community organisations to promote football activities on a run down and underused football site. The success of this project led to the appointment in March 2002 of an Islington Football Development Manager, under the umbrella of Islington Council, Aquaterra Leisure and Arsenal Football Club. Arsenal Sport and Learning Project This project is run in conjunction with Springboard Islington and offers 15 year olds who have excluded themselves from school an alternative education programme. The Club is used as a vehicle to motivate and re-engage those youngsters who are at risk of offending and encourages them to move into education or work. The project began in September 2001 and 16 youngsters have taken part so far. Arsenal Youth Training Programme This initiative is run in conjunction with Springboard Islington and offers local school leavers the opportunity to gain sports qualifications and practical work experience. 30 school-leavers take part each year. 27

35 Arsenal Club Charter Reports 2001/02 ARSENAL Holiday Courses Over the last year, Arsenal have provided 261 youngsters in Islington with football coaching during school holidays. 56 of these youngsters were coached at the Arsenal Sports Centre and the rest of the courses took place at schools and other community venues across the borough. Study Support Centres : Arsenal Double Clubs The Arsenal Study Support Centre caters for children in the local community in helping them to learn through football. The programme uses football as a motivating factor for the children, helping them to improve proficiency in IT, numeracy, literacy and study skills. In addition, the Arsenal Red Zone is an Information and Technology Centre offering a range of different computer based activities centred on the local community, schools and colleges. 20 schools have participated in this programme of Football and Literacy during the academic year 2001/02, and approximately 32 children were involved per session. The sessions in the primary schools are led by Arsenal staff, schoolteachers or football coaches. These leaders are assisted by trained volunteer mentors from local schools and colleges. SweeperZone Arsenal FC has teamed up with SweeperZone - formerly the Keep Britain Tidy Group - in an attempt to improve the state of the local environment. The scheme aims to encourage young people from the local community to help keep the area around the stadium free from litter. Support given to the scheme has included the usual publicity opportunities, merchandise giveaways and allowing the use of Club facilities for meetings and presentations. Support for Charities The Club provided assistance to charities wherever possible in a variety of manners, including the following: Donating merchandise (both signed and unsigned) Allocating free advertising space in our matchday programme, on our Club website and around the stadium Providing free publicity over our tannoy system and using our giant screens Allowing occasional matchday collections at the turnstiles Permitting the use of the pitch at Highbury for annual charity matches. The following charities/organisations received benefits from their association with the Club within the last season: Football Aid Imperial Cancer Research Fund The Kanu Heart Foundation NSPCC The Willow Foundation The Meningitis Research Foundation Sporting Chance Scope The Whittington Hospital The National Children's Home 28

36 Club Charter Reports 2001/02 Arsenal In addition, the Club responds to charitable requests by regularly donating items of merchandise signed by the players. Approximately 100 of these items are sent out each week. Last season our Football Aid match was held on 17 May 2002 and raised 14,680 for Field of Dreams, the F.A. Premier League s nominated charity and our own nominated charity. ARSENAL In addition, the Club also has a team known as the Arsenal Ex-Professional & Celebrities XI who played approximately 40 games during the season and have raised close to 1 million for charity during the last decade. Projects local to the stadium, minority and disadvantaged groups receive a special priority. Two key areas of our input are: A leisure, recreation and coaching Youth training programme for underachieving 16 year old school leavers. The allocation of complimentary tickets to disadvantaged groups, the local community and younger people - whenever spare ground capacity and the competition rules allow. Reciprocal Visits and Exchange Tickets For every home game the Junior Gunners Office had 50 complimentary tickets available in the Family Enclosure. These tickets were mainly used for visits of the opposing teams' family members. This is to encourage different sets of supporters to enjoy a match whilst sitting in the same area of the ground. If the club that we were playing did not take part in these visits then the tickets were used for other junior memberships from different sports, such as cricket and basketball clubs. Arsenal also strives to serve many other communities in countries across the world. Underprivileged children have received coaching in recent years in countries such as Cyprus, South Africa,Thailand, Bosnia, Ukraine and Egypt most of which are as part of ongoing projects The department s main focus, however, is still the local community and the Club co-operates, wherever possible, when asked to contribute to initiatives which have the local community at heart. Player Visits During the 2001/02 season the following player visits took place: AFC Study Support Centre Awards (At Arsenal Stadium) Patrick Vieira AFC Study Support Centre Awards (At Arsenal Stadium) Ashley Cole AFC Study Support Centre Awards (At Arsenal Stadium) Tony Adams Christmas Hospital visits. All 25 First Team Squad players, spilt into four groups, visited: Great Ormond Street Whittington Hospital Middlesex Hospital 29

37 Arsenal Club Charter Reports 2001/02 ARSENAL Queen Elizabeth Hospital for Children. On at least ten occasions during the season, the Club arranged individual player visits to hospitals to see individual patients.also the Club regularly organised audio and visual tapes for patients. AFC Double Club (selected from local schools) visit to AFC training ground for a Q&A session with following players: - Patrick Vieira - Dennis Bergkamp - Thierry Henry - David Seaman Islington Green Anti-Racism Week: Sol Campbell and Thierry Henry Hanover School, Islington African Week: Lauren Enfield School Sports Day: Francis Jeffers AFC Study Support Centre, Holloway - General visit:thierry Henry AFC Half-Term Soccer Schools Awards: John Halls Visit by RC Lens Youth Club: - Thierry Henry - Patrick Vieira - Robert Pires - Gilles Grimandi - Sylvain Wiltord Local Schools visit to AFC Training Ground: All 25 First Team Squad players Junior Gunners' Annual Awards Ceremony: All 25 First Team Squad players For more than half the home matches in the season, selected ill and deserved children met all the players of the match on pitch side post-match. Six selected children from local schools were invited to take part in the AFC Annual photo call - to hold Anti-Racism banners. SweeperZone Community Anti-Litter Campaign: Lee Dixon, Sol Campbell Breast Cancer Awareness Month Pink Ribbon campaign:tony Adams,Ashley Cole, Dennis Bergkamp & Thierry Henry Macmillan (Cancer Awareness): David Seaman All the activities were spread evenly throughout the season. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills which enable them to move forward with their lives. Through a nation-wide network of programmes, The Prince s Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. 30

38 Club Charter Reports 2001/02 Arsenal The Club has formed a partnership with the Bridge Project, who deliver The Prince s Trust Volunteers Programme in the Tower Hamlets area. The Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 volunteers and is lead by a full-time team leader. ARSENAL During the last year the Club has supported 23 young people on 2 teams of volunteers. Our objective has been to contribute to the delivery of challenging and high quality programmes and to help raise the profile of the Volunteers Programme amongst young people in the North London area, as well as in Tower Hamlets. Examples of support provided by the Club has included: Stadium tours focusing on the operational side of the football Club CV writing session in the Club s redzone computer suite Work placement opportunities Editorial pieces in match day programmes and on the Club s website Venues for team presentations during the final week of the programme. The first team s presentation was attended by David Dein who presented the team with their certificates and who was himself presented with a Thank you certificate by the Chief Executive of Bridge Project, Rashid Teladia, in recognition of the support the Club has offered. The offer of match tickets for Worthington Cup matches, signed merchandise for fundraising and a venue for a recruitment event. During 2001/02 Prince s Trust Volunteers, supported by Arsenal FC, completed 2 community projects for the benefit of the local community: Renovating a local adventure playground, which included a garden and a mural. It was the team s responsibility to plan the renovation, raise the money and do the work themselves to complete the project. The team carried out a sponsored gym workout, which raised 270. The money raised was used to buy painting and gardening equipment for the project. The second team also decided to paint a mural, this time for a local nursery. The mural was painted underneath a railway arch and the finished painting formed part of the Jubilee celebrations the nursery was engaged in at the end of May. The percentage of volunteers who went on to employment, further education or training after completing their programme in London was 70%. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and Arsenal Football Club is committed to supporting the work of The Prince s Trust next season. ELIMINATING RACISM The Club wholeheartedly supports the aims of innovative schemes, such as Kick It Out, to overcome the problems of racism within football. 31

39 Arsenal Club Charter Reports 2001/02 ARSENAL We assisted Kick It Out with matchday announcements and programme advertisements, as well as boosting publicity for the initiative by players and the manager sporting Kick It Out branded clothing and badges. Sol Campbell, Thierry Henry and Ashley Cole all contributed to Kick It Out Campaign Publications which were circulated around schools and Community Groups. In addition, our French players were involved in producing an anti-racism video for schoolchildren in France. Arsenal and Maimonides is a key project which promotes relations between Jews and Muslims through football. Joint Sunday morning sessions were held for children and volunteer coaches from both communities. Furthermore, the Club has also sent representatives to conduct similar sessions over in Israel. Our stewards worked to a common policy with the local police force to tackle racism at the ground. Racist behaviour was dealt with by the stewards in the first instance and then by the police where necessary. We used undercover stewards and police surveillance to ascertain whether individual supporters were offending. If a supporter offended after being warned by a steward, their ticket registration was cancelled (meaning that they could no longer buy tickets to Highbury). Last season one supporter was prosecuted for racist behaviour at the ground but was acquitted. We received a number of complaints from our Jewish supporters about racist singing, and printed a piece in our matchday programme explaining that this not acceptable and reminding supporters that racist chanting is a criminal offence and will not be tolerated. FACILITIES FOR DISABLED SUPPORTERS This season Karen McAteer was our contact for disabled supporters. She could be reached in normal office hours on or via a dedicated address: [email protected]. We provided 92 spaces for home wheelchair users, 60 of which were held by season ticket holders, and 10 spaces for away supporters. All seats were uncovered. Home tickets were distributed free of charge to wheelchair users and their personal assistants by the ticket office, and they were also provided with a free matchday programme. Demand for tickets usually exceeded supply and so our disability liaison officer Karen McAteer allocated tickets on a rota basis. Commentary was provided for visually impaired supporters via an infrared system, and could be accessed via 35 headsets (9 more than in the previous season) in a dedicated area of the ground. A further 10 headsets were provided for away supporters (for use in the away section). Supporters were free to sit in any seat to access the commentary, but needed to be near the signal in order to gain a good reception. Access was also free to visually impaired supporters and their personal assistants. Dedicated disabled toilets were available in all areas of the ground where wheelchair users were present. 32

40 Club Charter Reports 2001/02 Arsenal A catering bar with a lowered counter was designated for our wheelchair users, and stewards were on hand to bring refreshments to our visually impaired supporters. Through an arrangement with the local council, parking was provided for wheelchair users in nearby Elwood Street ARSENAL MERCHANDISE After two years in use our home kit changed at the end of season 2001/02. A new gold change strip was introduced in August This will now become our third change strip and will display a different sponsor and Club crest. To compensate supporters who had bought the strip and may have been unaware of the impending changes, we offered them a 10 discount on our new blue change strip available for season 2002/03. Our new swing tickets will clearly state if a strip is to become a third choice kit after one season, and indicate the time at which the kit was launched. STAFF CONDUCT We remained committed to our equal opportunities policy. CUSTOMER SERVICE Michael O Brien took overall responsibility for customer service. Each of the six department heads recorded and dealt with any feedback they received and Michael collated the information from them on a quarterly basis. A report was then sent to the Premier League.We responded to all complaints within 14 days. If a complaint could not be dealt with within this timespan we replied giving an indication of when the issue would be resolved. Our Managing Director, Keith Edelman, personally replied to an average of 10 complaints per day. 33

41 Arsenal Club Charter Reports 2001/02 ARSENAL 34

42 Customer Charter 2001/02 Aston Villa ASTON VILLA FOOTBALL CLUB CUSTOMER CHARTER 1. ACCESSIBILITY 1.1 Aston Villa continues to strive for wider access to matches by offering: a broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets at least 5% of tickets to each game to non season ticket holders concessions for junior customers (under 16), senior citizens, students, the unemployed and customers with a restricted view of the pitch. ASTON VILLA favourable prices for junior season and match day tickets and an area of the ground and concourse designated for family use. The club has a particular focus on encouraging the supporters of tomorrow. Junior supporters are also welcome in all sections of the stadium to enable families to sit together in an area of their choice support for disabled customers and their carers including improved access in the Trinity Road stand, dedicated refreshment area, lowered counters, disabled toilets and spaces for wheelchairs in both the stand and boxes. Linda Jones,Ticket Office Secretary, can be contacted for details of our disabled facilities and ticket allocation free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, customers are entitled to half price admission to the rearranged match credit facilities to enable customers to purchase season tickets by instalments. 1.2 Tickets for Cup Competitions are priced according to the status of the opposition and are available first for Season Ticket holders. If their usual seat is in the area designated for the opposing team, then a seat of similar location and price will be offered. 1.3 Refunds will only be considered if the ticket is returned to the Ticket Office not later than 24 hours before kick-off when the match is played. 2. AWAY SUPPORTERS 2.1 The Club s customers are allocated tickets for away matches as follows: firstly to season ticket holders with a stamped away attendance card, then season ticket holders without a stamped away attendance card and finally to other customers. The away club determines the cost of these tickets. 2.2 The Club does not charge admission prices to customers of a visiting club, which are higher than those charged to our own customers for comparable accommodation. In 35

43 Aston Villa Customer Charter 2001/02 particular our concessionary rates offered to senior citizens and junior supporters apply to customers of a visiting club. 2.3 The Club abides by the F A Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP ASTON VILLA 3.1 The Club operates a scheme which gives priority in the purchase of away match tickets to those season ticket holders who attend the Club s away fixtures on a regular basis. 4. CONSULTATION AND INFORMATION 4.1 The Club consults customers on a regular basis through forums, questionnaires, FAPL fan surveys, FAPL supporter panels and focus groups. 4.2 The Club publicises its position on major issues in annual and half year financial statements, Club publications and on its website. 4.3 The Club continues to develop ways to consult with customers, shareholders, sponsors, the local authority and other interested parties. Shareholders are sent financial statements, the Chairman s report and a financial review bi-annually. Shareholders are invited to an annual shareholders forum at which directors, the football manager and other departmental managers are in attendance and available for questions and are also able to attend the statutory AGM. Non-shareholder customers, sponsors, the local authority and other interested parties are consulted through a series of informal activities. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The Club undertakes research on the design and number of new strips 5. COMMUNITY ACTIVITY 5.1 Aston Villa has acknowledged its commitment to the community by the appointment of specific employees to deal with this activity. 5.2 A copy of "Villa in the Community" is available from the Community Services Officer, David Ismay, who can be contacted on This document sets out the Club s efforts in the Community, including: The Aston Villa Charitable Trust Assistance for local charities and the needy An active Football in the Community programme taking the game to youngsters of both sexes Assistance for local education Support for local employment and The Prince s Trust Our support for the "Kick it Out" anti-racism campaign Use of our stadium for community purposes Partnership with the local council and local residents for community benefits 36

44 Customer Charter 2001/02 Aston Villa 6. MERCHANDISE 6.1 All replica strip designs have a minimum lifespan of one season. 6.2 The Club provides swing tickets attached to replica strips which state the kit launch date. 6.3 Details of the next intended change of kits are announced at the time of kit launches and are available from Club Shop staff. 6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip. 6.5 The Club offers refunds on merchandise in accordance with its legal obligations. ASTON VILLA 7. STAFF CONDUCT 7.1 Aston Villa Football Club is committed to a policy of equality of opportunity and nondiscrimination on grounds of disability, sex, marriage, race, colour or religion, and to the principle that employees should be free to work in an environment free from harassment, victimisation or bullying. Aston Villa Football Club requires all its staff in their dealings with individual and corporate supporters to conduct themselves in accordance with the highest ethical standards. 8. CUSTOMER SERVICE 8.1 The Club responds to any contact from a customer within a maximum of 14 days. 8.2 The Club responds by telephone, , fax or letter and if a customer requests a response in writing he/she receives one. 8.3 The Club encourages customers to contact the department relevant to their query and the Departmental Heads are as follows: Kate Linnell, Head of Marketing - Responsible for all aspects of Marketing. Abdul Rashid, Commercial Manager - Responsible for Corporate Hospitality. John Greenfield, Merchandising Manager - Responsible for the operation of Club shops and the sale of replica kit. ground catering. Alison Plant, Conference and Banqueting Manager - Responsible for the management and control of all non-matchday conference and banqueting events. Ray Fairfax, Ticket Office Manager - Responsible for the administration and sale of all tickets. Tony Diffley, Stadium Manager - Responsible for the maintenance and upkeep of Villa Park and all Club properties. Phil Mepham, Media & Communications Executive - Responsible for liaison and interaction with the media. 37

45 Aston Villa Customer Charter 2001/02 ASTON VILLA 38

46 Club Charter Reports 2001/02 Aston Villa ASTON VILLA FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report covers our work in relation to the Club's Customer Charter and the Football Task Force Recommendations of Our Customer Charter is available on the club website and displayed at information points around the stadium. ACCESSIBILITY This season we concentrated on developing a broader range of prices to enable more families to attend. Tickets were priced according to the standard of seating and the view of the pitch. This season adults could attend matches for 15, children 5 and the over 65s for At the other end of the scale our highest prices were 25 for adults, 10 for children and for over 65s. ASTON VILLA For adults, season ticket prices ranged from 285 in the family area to 400 in the centre of the Trinity Stand (Upper and Middle). Season tickets for children were priced at 95 in all areas of the stadium. For the over 65s, season ticket prices ranged from in the family stand to 200 in the centre of the Trinity Stand (Upper and Middle). We also offered special rates for students, with match day tickets available from 15 to 20 and season tickets at 220 in all areas of the stadium. With a capacity of 42,602, and 18,090 season ticket holders, approximately 55% of our seats were available for sale as match-day tickets. Aston Villa is keen to encourage children to attend matches and recognise that this will help build the supporters of the future. Concessions were offered in all areas of the stadium and special pricing initiatives were introduced this season. Junior season tickets were reduced to 95 and we introduced Villa Value matches at which children could attend for 5 in all areas of the stadium. There were 7 of these matches this season: Fulham 14 October 2001 Charlton Athletic 24 October 2001 Bolton Wanderers 27 October 2001 Leicester City 1 December 2001 Ipswich Town 17 December 2001 Derby County 12 January 2002 West Ham United 2 March 2002 These initiatives have resulted in a considerable increase in junior supporters at matches. Our average attendance rose by 10.8% and 26% of tickets sold were at concessionary prices. We also ensured that we offered flexibility and season ticket holders who wished to bring family or friends could move seats so that they could sit together. Concessionary tickets could also be upgraded: if a child was unable to attend, an adult could then use their ticket. 39

47 Aston Villa Club Charter Reports 2001/02 We relaunched our family area at the start of the season with a family friendly concourse. This provided pre-match entertainment, special children s meals, visits from the Club mascots and features a specially commissioned mural. Alcohol is not sold in this area and smoking is not permitted. Specially selected stewards have been trained in child protection and have been cleared through police checks for working with young people. The area contains 1173 seats with extra concessions available. Tickets in this area cost 15 for adults and 5 for children. All seated areas of Villa Park are non-smoking. Smoking is allowed in the concourse areas, with the exception of the family area concourse. ASTON VILLA There were no abandoned games. We offered reduced prices for all our Intertoto, UEFA and Worthington Cup matches with all tickets costing 10 for adults and 5 for children. The Club offered refunds to all ticket holders if ticket was returned not later than 24 hours before kick-off. AWAY SUPPORTERS Away tickets were allocated firstly to season ticket holders with a stamped away attendance card, followed by season ticket holders without a stamped away attendance card and finally to other supporters. The away Clubs determined the cost of the tickets. 3,000 seats were reserved for visiting supporters. These seats were located in the Lower Tier of the North Stand priced at 20 adult / 10 concessions - the same prices paid by home supporters in comparable home accommodation in the Holte End Lower Tier. FACILITIES FOR DISABLED SUPPORTERS This season we focused on improving our policies and access for supporters with disabilities and some considerable progress was made. Disabled supporters paid 15 for adults, 7.50 for over 65s and 5 for under 16s and their personal assistants were admitted free of charge. This represented a change in policy from the previous season. It was discussed in advance with our disabled supporters through AViDS and was well received. We provided an increased number of wheelchair spaces this season 83 spaces with 85 adjacent seats for their assistants, all of which were covered. Wheelchair spaces were also provided in the 32 executive boxes in the Trinity Road Stand. During the season we also made available 28 seats for the ambulant disabled. Commentary was provided for visually impaired supporters through 12 headsets available for use anywhere in the stadium. RADAR keys were installed to improve access to all disabled toilets. 40

48 Club Charter Reports 2001/02 Aston Villa More car parking spaces were made available a total of 88 spaces in the Holte End,Yew Tree School,Tram Museum and Villa Village car parks at a price of 80 per season and a drop-off point was created at a convenient point next to the stadium. We continued to provide information for our disabled supporters on our website and in the AViDS newsletter. The Club's Season Ticket brochure is also now available, on request, in large print to assist the visually impaired. Lowered counters were provided to ease access to refreshment areas. We also worked with the Premier League on a pilot business planning exercise which will help us to ensure that we comply with the Disability Discrimination Act. We continued to have a named Disability Liaison Officer who was available Monday to Friday via the ticket office. ASTON VILLA We consulted with our disabled supporters through working closely with AViDS, (Aston Villa Disabled Supporters Association). We funded the production of their newsletter and met with them on: 23 October November January February April 2002 LOYALTY AND MEMBERSHIP Details of all loyalty and membership schemes were made clearly available in leaflet form and on our website. CONSULTATION AND INFORMATION This season we developed a comprehensive programme of consultation with fans using the following methods: 1. Research Groups facilitated by the F.A. Premier League: 22 November This group was made up of members of supporter associations. 8 attended and discussed kit design and the Aston Villa image. 1 December This was a general group of 12 fans invited to discuss kit design and Aston Villa image. They were invited by letter at random from the Club database and were a mixed group of season ticket and match ticket purchasers. 12 January F.A. Premier League supporter panel. 12 fans a mixed group of season ticket and match ticket purchasers - were invited by letter from the Club database to discuss the relationship between the fans and the Club, as well as some issues about customer service and value for money. 41

49 Aston Villa Club Charter Reports 2001/02 All the above groups proved useful in providing input to the design of our replica kit and gaining a better understanding of the issues important to our supporters. 2. Surveys November ,600 questionnaires were distributed by post to lapsed season ticket holders to obtain feedback on why they had not renewed.a report was produced and presented to the board. ASTON VILLA March ,000 questionnaires were distributed in the family area at matches on 2nd March and 17th March. Different questionnaires were given out for children and adults in order for us to get some feedback on the facilities provided in the family area. Overall the feedback was very good. Supporters told us that they felt it was a safe family area, their family enjoyed coming to Villa Park, and they felt they were getting value for money. Supporters said they would recommend it highly, and that the atmosphere was friendly and pleasant. Many of them felt that the stand was too near to the away fans, and so we are addressing this issue with signs that will make it clear to the away fans that they are near a family area. We are hopeful that this will improve the experience of watching football for those in the family area in the coming season. 3. Forums 27 February A forum was held consisting of shareholders and a report of the meeting was subsequently posted on our web site. 29 April fans were invited through the Official Supporters Clubs to meet and ask questions of the manager and three players. The meeting was broadcast on local radio the following evening. At the Club s AGM shareholders were given the opportunity to put questions to the Board. We publicised our position on any major issues in annual and half year financial statements, Club publications such as the matchday programme and on our website INVESTING IN THE COMMUNITY Aston Villa aims to play a wide-ranging and varied role in all aspects of its community. Whether it is contributing the time and skills of staff, use of facilities or financial contributions, the Club hopes to make a difference to local people. Although the area has changed a great deal during the Club s history,aston Villa is particularly determined to strengthen the link between the Club and its neighbours so that future generations will feel as strong a bond to the Club as those in past times who grew up on its doorstep. The Club is represented on the following bodies: King Edwards V1 Sports College Aston Ward Advisory Team Education Action Zone Birmingham Marketing Partnership. Manor Park Primary School Governors Birmingham City Council HR "Think Tank" Birmingham Community Sports Ltd (a non profit-making organisation) In partnernship with the Council in the Regeneration of Aston 42

50 Club Charter Reports 2001/02 Aston Villa FOOTBALL IN THE COMMUNITY The Club s Football in the Community Scheme operates as an internal department of the Club and receives support from the national FFE&VTS Scheme. The Club employs four full-time coaches and provides match tickets for community groups, a minibus and coaching equipment. During school term time the Football in the Community team worked in schools five days a week, giving free coaching. They worked in over 70 schools within the Aston Villa catchment area, coaching approximately 6,000 children during the year Schools without their own playing fields or sports halls used the Club s facilities free of charge. This season the Football in the Community team started a new project You Have The Ability. Working with special needs schools, the coaches established objectives enabling youngsters with both mental and physical disabilities to take part. The comprehensive programme included school visits, six-a-side tournaments, match visits, competitions, a Christmas party and an Aston Villa Special Olympics day. ASTON VILLA During half term and holidays week-long soccer schools were held. Although there was a charge for each child to attend the week, a number of free courses were held in the Aston area for local youngsters. VILLA PARK FACILITIES Aston Villa has a range of facilities that are hired out on a commercial basis. These facilities were also given free of charge to local community organisations wishing to hold meetings, conferences, presentations, seminars or exhibitions. Last year these included: Focus Housing Group Action in Education Birmingham Settlement Career Advice Age Concern Scouts Association Birmingham Race Action Partnership Birmingham City Council Aston Ward Team NSPCC Birmingham Foundation Action days and awareness campaigns connected with community issues such as health, security, litter, transport etc. were given free space in Club publications such as the match day programme. The recent redevelopment of the indoor facility at the ground to form part of the Club s Academy programme, also involved local community gains. Match Day Specials were run at Villa Park by the Football in the Community team. These are football activities that take place at local sports centres prior to each home Premiership fixture. Up to 300 children came to play football in the mornings and then spent the afternoon watching Aston Villa. Up to 500 seats for each fixture were made available to a number of local organisations such as the local Care in the Community programme. 43

51 Aston Villa Club Charter Reports 2001/02 Aston Villa Charitable Trust The Aston Villa charitable trust was set up to generate and distribute funds for local causes such as community groups, hospitals and children s charities. In the 2001/02 season approximately 40,000 was raised at events including Sportsman s Dinners, Golf Days and Players Forums. ASTON VILLA Assistance for Local Charities The Club receives a vast number of requests for player visits, donations and items for raffles from charities, schools and individuals. In order to deal fairly with these the Club has worked with all of the players to draw up a list of charities or organisations that will be supported each year. The players have selected charities that are particularly relevant to them and it was decided that they should be either local to Birmingham or the local branch of a national charity. The Aston Villa Charitable Trust made an initial contribution to each organisation with further support scheduled throughout the year. Charities supported included: Sargent Nurses Breakthrough Parkview Clinic The Children s Chest Fund NSPCC (Birmingham) The Prince s Trust (Midlands) Tamworth Addiction Support Macmillan Nurses Acorns Children s Hospice Birmingham Dogs Home Birmingham Foster Care Junior Diabetes Foundation OSCAR (sickle cell) Birmingham Cranofacial Support Group St Basils Apart from working with their own chosen charities the players individually or collectively attended a total of 18 community ventures and projects, including their annual afternoon visit just prior to Christmas to the Birmingham Children s Hospital. For example: The Holte Stand was used for 4 days by charity groups holding abseil events. Dion Dublin & David Ginola spearheaded the national DonorCard poster campaign. Aston Villa players supported the OXFAM HIV awareness campaign May 8th Our Donations and Autographing policy remained unchanged: Donations were made for charitable purposes to locally based institutions Donations to nationally based charities or institutions were only considered in very exceptional circumstances or if they came from local branches Autographed shirts or footballs, matchday tickets and Club merchandise were provided for accepted causes 44

52 Club Charter Reports 2001/02 Aston Villa Other autographed items were only provided for special occasions and we asked that autograph requests be made at least 20 working days in advance of the required date or receipt. Approximately 2,500 signed items and Club merchandise were used in fund raising initiatives by recognised organisations and groups. The Club also held a Football Aid match on 8 May 2002, raising 6,775 for Football Aid and our own chosen charity. Assistance for Local Education The Department for Education & Skills 'Dads and Sons initiative was launched in the Midlands region at Villa Park with Peter Schmeichel. The scheme encourages fathers of year old boys to boost their sons interest in education and learning by taking a greater interest in it themselves and is part of the wider Government agenda to increase parental involvement in children s education and to redress the balance between boys and girls achievement levels. Leaflets to promote the scheme are displayed at Villa Park. ASTON VILLA THE PRINCE S TRUST: FOOTBALL The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation using football as a power for good among young people. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. Aston Villa has formed a partnership with Bournville College, who deliver The Prince s Trust Volunteers Programme in Birmingham. The Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team building and community involvement, and each programme usually has between 10 and 15 Volunteers and is led by a full-time Team Leader. During the last year the Club has supported 59 young people on 4 teams of volunteers. Our objective has been to contribute to the delivery of challenging and high quality programmes help to raise the profile of the Volunteers Programme amongst young people in Birmingham. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included the renovation of a garden for disabled people at a local church, and a redecoration and gardening project at Halescraft Young Offenders Centre. At Heighters Heath Nursery School volunteers redeveloped an outdoor play area doing landscaping work and painting a mural for the children. It is estimated that each team member contributes 1000 worth of benefit to the local community through their community projects. Throughout the season the Club has supported volunteer teams in a number of practical ways. Two teams had behind the scenes tours of Villa Park to look at the facilities and the working life of the Club. One team used the IT Zone and worked on their CVs to assist with job applications. They were also provided with 20 complimentary tickets in order to bring a group of local children to the Villa v. Newcastle home match in April. One group of volunteers held their final presentation at Villa Park to celebrate their achievements in front of friends, family, employers and 45

53 Aston Villa Club Charter Reports 2001/02 Prince s Trust staff. The Club also provided a signed first team shirt and a pair of match tickets to support volunteers in their efforts to raise funds for the materials they needed to complete their community projects. The Club also placed a feature on our website about the work of The Prince s Trust in Birmingham. In November 2001 the Club hosted The Prince s Trust Annual Recognition Awards attended by over 500 guests including His Royal Highness the Prince of Wales. This prestigious event recognised the contribution made by staff and partner organisations to the work of The Trust, as well as recognising the achievements of many young people on Prince s Trust programmes. ASTON VILLA Striker Dion Dublin continues to support the work of The Trust through his role as a Prince s Trust Ambassador. He attended both the West Midlands Regional Recognition event at the Botanical Gardens in July, and the National Awards Event in November. Dion also visited the Skills Show in Birmingham to support local young people. Aston Villa is committed to supporting the work of The Prince s Trust next season. ELIMINATING RACISM Promoting good race relations is given high priority at Aston Villa. The Club again promoted the Kick It Out! hotline on pitch side hoardings and took part in their Action Week in October. It is a condition for season ticket and match day ticket holders that they do not take part in racist behaviour. Any supporter found to be acting in a racist manner would be ejected from the ground and banned for the rest of the season. The police made one arrest at Villa Park for racist abuse this season. received by the Club. No complaints were The SHAPLA League (all Asian leagues) competition took place at Villa Park on 8 May MERCHANDISE We have introduced a new home and away kit for the 2002/3 season. All the 2001/02 replica kits had swing tags attached that stated the kit would be in use for a minimum of one year and all the new strips carry a label stating that they are for the 2002/03 season and have a minimum retail life span of one season. STAFF CONDUCT It has always been the informal policy of the Club to, wherever possible, employ local people and contractors and use local suppliers. This has now been incorporated into a formal policy and a register for local trades people has been opened. The Club operates an equal opportunities policy and is committed to the development and promotion of such equal opportunity regardless of sex, marital status, creed, colour, race, age, disability, sexual orientation or national origin. 46

54 Club Charter Reports 2001/02 Aston Villa CUSTOMER SERVICE This season each departmental manager was responsible for their own Customer Service operation, with all complaints against the Charter being passed to the Assistant Club Secretary for collation into a management report. A quarterly report of complaints against our Charter was prepared for The F.A. Premier League. We responded to any contact from a customer within a maximum of 14 days. ASTON VILLA 47

55 Aston Villa Club Charter Reports 2001/02 ASTON VILLA 48

56 Customer Charter 2001/02 Blackburn Rovers CUSTOMER SERVICE BLACKBURN ROVERS FOOTBALL CLUB CUSTOMER CHARTER Lynsey Talbot is the principal customer services contact at Blackburn Rovers for questions, complaints or concerns. Lynsey is the Personal Assistant to the Chief Executive, John Williams, and she can be contacted as follows: By post: Correspondence should be addressed to Lynsey at Blackburn Rovers FC, Ewood Park, Blackburn, BB2 4JF. By fax: on By to Office hours are 9.00am to 5.00pm, Monday to Friday. The Club endeavours to respond to any contact from a customer within 3 working days. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed response will follow within 14 days of receipt of the original communication. The Club responds by whatever method is appropriate taking into account the nature of the initial contact. STAFF CONDUCT BLACKBURN ROVERS Copies of the following are displayed within staff areas and are available upon application to Lynsey Talbot. Equal opportunities policy Anti-racism policy Communications Charter The Club is pursuing the Investors In People standard. CONSULTATION AND INFORMATION The Club consults supporters on a regular basis through the following: Supporters Association the Secretary and Director, Tom Finn, is Chairman of the Association whose Committee meet monthly. Fans Forum held bi-monthly and attended by the Chief Executive and senior managers. Corporate Hospitality Forum meets quarterly and is chaired by the Commercial Manager and Business Development Manager. Ewood Working Group comprises representatives of the local community, Police etc. Meetings are held quarterly at Ewood Park and attended by senior management. Market research is undertaken through such as a questionnaire sent annually to a sample of season ticket holders. 49

57 Blackburn Rovers Customer Charter 2001/02 The Club publicises its position on major policy issues and gives the earliest possible notice of any changes to its ticketing policy, and the reasons for the changes, in the Club programme, a quarterly newsletter Rover the Page distributed free at the turnstiles, the Club s websitewww.rovers.co.uk - and via the local media. The Club has and continues to develop ways to consult with the stakeholders through representation on such as the following: The Education Action Zone Forum The Blackburn Partnership The Blackburn Regeneration Partnership The Safety Advisory Group The Club undertakes research on the design of new strips by consultation with the Fans Forum and Supporters Association Committee. TICKETING BLACKBURN ROVERS Pricing The Club continues to strive for a wider access to matches by offering a broad range of ticket prices. In recent years schemes have been introduced to provide discounted season tickets for Young Adults and the free junior season ticket eligibility has been expanded. The Club operates a scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest. Allocation At least 5% of tickets to each game will be made available to non season ticket holders Concessions Concessionary prices are available to junior supporters, senior citizens and young adults. Concessions to senior citizens are available to men and women at the same age of 65. The Club provides: An area of the ground for the exclusive use of family groups and junior supporters namely the Upper Tier of the Blackburn End. Support for disabled spectators and their carers.the Club helped to fund the purchase of a disabled supporters minibus that is used to transport disabled fans to both home and away matches. Duncan Gardner is Secretary of the Disabled Supporters Association and can be contacted for details of our disabled facilities and ticket allocation. Seats are defined as restricted view where the view of either goal is affected by a post. There are a small number of restricted view seats in the Riverside Stand. Such seats are reduced in price by

58 Customer Charter 2001/02 Blackburn Rovers Loyalty and Membership Schemes The Club runs the following Loyalty and Membership schemes: The Supporters Association: the benefits of which include reduced price away travel, merchandise discounts and a newsletter. Junior Rovers available for children up to the age of 16. Benefits include organised events, birthday cards, reduced price away travel, merchandise discounts etc. The Club introduced for 2001/02 a season ticket holders loyalty scheme to reward financially those supporters that had, by then, held a season ticket for the previous three seasons. Away Matches Season ticket holders receive priority for the purchase of tickets for away matches when it is considered that demand for tickets may exceed the allocation. The home club determines the cost of these tickets. The Club arranges travel to away matches and has provided free travel on one occasion in each of the last two seasons in appreciation of those who travel away. Cup Competitions Generally the Club reduces its League match admission prices for home Cup Ties subject to the approval of the visiting club.the Club takes account of the status of the away club and stage of the Competition when determining its prices. Season ticket holders are given the opportunity to purchase their own seat. BLACKBURN ROVERS Returns / Refunds The Club s policy on the return and distribution of unwanted tickets is to offer a full refund providing tickets are returned to the Ticket Office prior to kick off. The policy is sometimes varied for high profile fixtures and, if so, incorporated into the ticket publicity for that match. If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match. ACCOMMODATING AWAY SUPPORTERS The Club abides by F.A. Premier League Rules governing the allocation of tickets to visiting clubs. The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular the concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. The only exception to this would be where the Club offers discounted tickets to such as school groups as part of its wider schools programme. Reciprocal offers are not available to schools in the locality of the visiting club. MERCHANDISE The Club ensures that home replica Strip designs shall have a minimum lifespan of two seasons. Away replica shirt designs are changed annually at present. 51

59 Blackburn Rovers Customer Charter 2001/02 The Club will from season 2002/03 provide swing tickets attached to replica Strip stating its launch date. Details of the next intended change of kits are available from the club shop. The Club carries out its obligations under F.A. Premier League Rules to prevent price fixing in relation to the sale of replica Strip. The Club offers refunds on merchandise in accordance with its legal obligations. COMMUNITY ACTIVITIES The Club operates a successful Football in the Community Programme based at the Blackburn Rovers Indoor Centre adjacent to Ewood Park. The eight staff employed work with all sections of the community. Activities include soccer schools, free coaching programmes in local schools, 7-a-side Leagues for all age groups, work with ethnic minority groups, ladies and girls football etc. BLACKBURN ROVERS The Club s Education department includes the following initiatives: Learning through Football. This programme has been further developed as part of a number of curriculum focused activities undertaken at Ewood Park in partnership with local primary and secondary schools. The Study Support Centre managed by Gill Kinloch consists of 26 networked computers. Evaluations completed by attendees, schools and parents refer to the very positive impact on attendees not only in terms of improved literacy, numeracy and ICT skills but also greater confidence, self-esteem and a more positive attitude to learning.ways of expanding the Centre s activities are being explored. To further consolidate relationships with schools, youth groups and local junior football teams, the Club operates a Cash Back scheme.at most home games such organisations are offered the opportunity to purchase match tickets for just of this is then returned to the organisation concerned affording them the opportunity to add to their own funds in addition to offering their members the chance to sample the matchday experience. 52

60 Club Charter Reports 2001/02 Blackburn Rovers BLACKBURN ROVERS FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report details our work in relation to our Customer Charter and to the Task Force Recommendations of The Club's Charter is on display in the reception area, The Blues Café Bar, Rover the Moon Club Shop, Brockhall Training Ground and our Academy and is available on the website. CUSTOMER CHARTER CUSTOMER SERVICE Upon receipt of a complaint all departments date stamped the letter and forwarded the original to our principal customer service contact Lynsey Talbot, for logging on the complaints database. If we could not provide a full answer to a complaint within 3 working days an acknowledgement was sent to the customer. The Club committed to providing a detailed response within 14 days of receipt of the original communication. 77% of complaints were acknowledged within three working days and 82% were given a full reply within 14 days. These statistics are based on all Customer Charter complaints received in the period between 1 June 2001 and 27 May For most of the season we had achieved a 100% success rate in replying within our set time. The principal reason for a drop in this figure was the extra pressure caused by the Club s participation in the Worthington Cup Final. During the period leading up to the Final when tickets were being sold staff had a significantly increased workload. There was also something of a learning curve for departments on procedures that had been introduced for the 2001/02 season. BLACKBURN ROVERS STAFF CONDUCT We operated under the guidance of our own equal opportunities and anti-racism policies, copies of which were available to the public. Around 60 young people were provided with work experience in various departments of the Club during the season. CONSULTATION AND INFORMATION We also worked to our own Fans Communications Charter which detailed our pledge to keep our fans informed about the Club and the business that surrounds it. The Secretary/Director, Tom Finn, is Chairman of the Supporters Association. We met with the Association on the following dates: 21 June July August September December

61 Blackburn Rovers Club Charter Reports 2001/02 31 January March April 2002 The Fans Forum consists of 20 supporters of the Club. This includes three members of the Disabled Supporters Association and two members of the Supporters Association. Various members of the Forum actively helped the Club form the North Lancashire Supporters Association and try to create an atmosphere on matchdays through their involvement as drummers. Senior Managers and the Chief Executive attended various Forums and asked for views on various issues such as shirt designs, crowd atmosphere, ticket policy and the website. Fans Forums took place at Ewood Park on the following dates. BLACKBURN ROVERS 4 June July August October November January March April 2002 The forum meetings proved to be a useful dialogue between Club and supporters and we were able to act on some of the issues raised. One example of a change in policy that resulted from Fans Forum discussions is that the 1 per ticket booking fee will be reduced to a maximum of 2 per transaction from season 2002/03. Our corporate hospitality catering is contracted out to Northcote Offsite, who have been pro-active in terms of seeking feedback from our corporate customers. The Ewood Working Group comprises representatives of the local community, Police etc. Meetings were held at Ewood Park and attended by senior management on: 9 July October January April 2002 The Rover the Page newsletter was discontinued in 2001/02. After consultation with supporters it was decided that would be a more effective form of communication and a newsletter is now sent by this method to 7,629 supporters every Thursday. The Club is represented on the Blackburn With Darwen Education Action Zone Forum and on the EAZ s Private Sector Sub-Committee. The Club is a member of The Blackburn Partnership a network of local business and public sector organisations and attended a meeting on 29 October 2001 at Astley Bank, Darwen. The Club is represented on the Blackburn Regeneration Partnership Board and attended meetings on 23 July 2001, 12 November 2001 and 11 March

62 Club Charter Reports 2001/02 Blackburn Rovers The Club is represented on the Safety Advisory Group, which met on 25 July 2001, 21 November 2001, 27 February 2002 and 24 April The Club presented a selection of new designs for next season s strip to members of the Fans Forum and Supporters Association on 7 January TICKETING Tickets were made available at a wide range of prices and a number of discount and membership schemes enabled a broader range of people to attend matches. Adult matchday ticket prices ranged from 16 to 26. The total number of season ticket holders at Blackburn Rovers in season 2001/02 was 17,069 and our total capacity was 31,367. Therefore approximately 40% of our capacity was made available to non-season ticket holders. All matchday tickets for juniors were available at the concessionary price of 8. The Club operated a scheme to enable supporters to pay for season tickets by 10 monthly instalments at an interest rate of 9%. Prices for season tickets ranged from 250 to 445. Young adults between the ages of 16 and 21 could purchase season tickets ranged from 205 to 220. Children under the age of 8 were eligible for free season tickets in the Darwen End, CIS and Blackburn End stands and junior season tickets were available at 105. BLACKBURN ROVERS Family season tickets were also available. For adults bringing more than one child between the ages of 8 and 15, the second and third children were admitted free of charge. Senior citizens (people above the age of 65) were also admitted at reduced rates. Season tickets were available from 130 (in the Family Stand) to 180. All matchday tickets were priced at 12. The Upper Tier of the Blackburn End was reserved specifically for family groups and junior supporters. Details of our support for disabled fans and their carers is set out in a separate section later in this report. For seats in the Riverside Stand that have a restricted view of the goal, supporters were given a 2 discount on match day tickets. These seats were only sold on request or when all other tickets had been sold. Due to poorer facilities and the presence of pillars, all season tickets in this stand were reduced in price (in comparison with the equivalent seats in the stand opposite). Supporters were given the choice of where to sit and some chose seats with restricted views. LOYALTY AND MEMBERSHIP SCHEMES Details of our loyalty and membership schemes were set out in leaflets and on our website. Membership schemes included the Junior Rovers Club and the Blackburn Rovers FC Supporters Association. This season a new loyalty scheme was introduced for season ticket holders who had 55

63 Blackburn Rovers Club Charter Reports 2001/02 held season tickets for the previous three seasons. This enabled them to make a saving of on their new season tickets. AWAY MATCHES Priority was given to season ticket holders for the purchase of tickets for away matches on every occasion. The Club arranged travel to away matches and when we played Sheffield Wednesday in the Worthington Cup Semi-Final we offered free coach travel to 6,500 supporters. CUP COMPETITIONS Prices were discounted from League prices on every occasion and for most matches season ticket holders were offered a further discount providing they purchased their ticket in advance. They were also given the opportunity to purchase their season ticket seat for these matches. BLACKBURN ROVERS Prices were as follows: WORTHINGTON CUP 12 September Oldham Adult s/t holder - 10 Adult - 14 Junior s/t holder - 5 Junior - 7 Senior citizen - 5 Senior citizen October Middlesbrough Adult s/t holder - 15 Adult Junior s/t holder - 8 Junior Senior citizen s/t - 8 Senior citizen November Manchester City Adult - 17 Junior - 3 Senior citizen - 10 Young Adult (s/t holders only 10) 11 December Arsenal Adult S/t holder - 15 Adult - 20 Junior s/t holder - 5 Junior - 5 Senior citizen s/t holder - 10 Senior citizen - 10 Young adult s/t holder January Sheffield Wednesday Adults - 10 Juniors - 5 Senior citizens

64 Club Charter Reports 2001/02 Blackburn Rovers FA CUP 16 January Barnsley Adults - 16 Juniors - 9 Senior citizens - 9 RETURNS / REFUNDS The Club offered a full refund for all unwanted tickets returned to the Ticket Office prior to kickoff. This rule was applied to all matches during the season. No games were abandoned or postponed. ACCOMMODATING AWAY SUPPORTERS Away supporters were located in the Darwen End and were charged 20, as were our home supporters. Concessionary rates were also available, ensuring that away supporters paid the same prices as our home supporters for the same accommodation. A minimum of 3,000 tickets were made available to supporters from all opposing Clubs, although some chose to take smaller allocations. MERCHANDISING Our home replica strip has not changed for the past two seasons. A new strip will be available for 2002/03 and supporters have been made aware of this through notices in our retail store and on our website. BLACKBURN ROVERS Swing tickets will be attached to all replica shirts from season 2002/3. We carried out our obligations under the F.A. Premier League Rulebook with regard to price fixing and offered refunds on all merchandise in accordance with our legal obligations. COMMUNITY ACTIVITIES FOOTBALL IN THE COMMUNITY PROGRAMME The Club operated a successful Football in the Community Programme based at the Blackburn Rovers Indoor Centre adjacent to Ewood Park. The eight staff employed worked with all sections of the community. Activities included soccer schools, free coaching programmes in local schools, 7-a-side leagues for all age groups, work with ethnic minority groups, ladies and girls football etc. EDUCATE AT EWOOD All programmes run by the Club s Education Department Educate at Ewood - are designed to meet National Curriculum requirements, using the environment and medium of football as a route to other knowledge, skills and understanding. Staffed by a team of experienced teachers and support workers pupils are encouraged to make the most of a unique learning opportunity in a stimulating, non-traditional setting. 57

65 Blackburn Rovers Club Charter Reports 2001/02 Evaluations completed by attendees, teachers, and parents alike show that activities undertaken in the Department clearly have a very positive impact on participants not only in terms of improved skill levels, but also greater confidence, self-esteem and a more positive attitude to learning. Over the last year, building on the Department s reputation of educational excellence and partnership approach towards meeting the needs of the local community, our range of provision has developed extensively across all Key Stages (1-5). We are proud to have achieved national recognition of the quality of study support delivered through the Quality in Study Support (QiSS) recognition scheme. Our comprehensive range of programmes includes: Learning Through Football As well as providing the opportunity for a game on one of our indoor pitches, 'Learning Through Football' uses the Ewood Park stadium - its facilities, systems and personnel - as a complete cross-curricular learning resource. BLACKBURN ROVERS S porting Science Using the stadium facilities to the full, pupils conduct a series of practical Sc1 scientific investigations, presenting findings using the 40 station computer network. Study and Train With the emphasis on literacy, numeracy and ICT skill development, this programme also serves to increase confidence in sporting activity. Curriculum Focused Visits Designed according to a school s specific curricular needs across all Key Stages as requested. ICT Pacesetter Events Children and parents are given the opportunity to work together to raise awareness of, and to develop, ICT, literacy and numeracy skills. (Funded by The Basic Skills Agency.) Teacher Placement A number of placements to develop curriculum materials are offered each year. Playing for Success After School Study Centre The objective of the programme is to help raise levels of attainment in English and maths; extend ICT skills, and complete independent study. Provision is made for 28 pupils (10-14years) per session. Individual access is given to the latest ICT equipment, as well as to a wide selection of educational software and reference materials. (In partnership with the Department for Education & Skills and Blackburn With Darwen BC). CAT (Computers and Training) programme In addition to using the latest technology to expand ICT skills, this programme also serves to develop physical competence in football and positive attitudes towards a healthy and active lifestyle. (Funded through the New Opportunities Fund.) 58

66 Club Charter Reports 2001/02 Blackburn Rovers Gifted and Talented Supporting the Blackburn with Darwen Excellence in Cities initiative, pupils participate in a number of activities requiring the use of initiative and team collaboration. It is also hoped that learners will also be able to enjoy the atmosphere of Ewood Park on a match day. To this end school/junior groups were offered the opportunity throughout the 2001/02 Season to purchase match tickets through our "Cashback" incentive scheme whereby 40% ( 2) of the discounted ticket charge ( 5) is refunded to the booking organisation both mid-season and end of season. The Club supported an Arena of Life production commissioned by Excellence in Cities in Blackburn with Darwen. This involved more than 80 children from high schools in Blackburn with Darwen performing a song and dance spectacular on the pitch prior to the final home game versus Fulham on 11 May THE PRINCE'S TRUST The Club supports the Prince s Trust Volunteers Scheme. The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. BLACKBURN ROVERS The Club formed a partnership with Lancashire Fire & Rescue Service, which delivers The Prince s Trust Volunteers Programme in Blackburn. The Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 Volunteers and is led by a full-time Team Leader. During 2001/02 the Club supported 50 young people on 3 Volunteer teams. 60% of these young people were unemployed, whilst a further 30% were on the Government s New Deal programme. Our objective has been to contribute to the delivery of challenging and high quality teams and to help raise the profile of the Volunteers Programme amongst young people in Blackburn, and. Examples of additional support provided by the Club include: Provision of branded club sweatshirts for all Volunteers and Prince s Trust Staff. Organisation of work placements for 2 Volunteers with the Football in the Community Scheme. Provision of complimentary match tickets for home fixture v Middlesbrough on Saturday 1st December. This support added real value to the Volunteers Team Challenge during Week 11 of the programme. Use of the Blackburn Rovers emblem on programme literature to promote the partnership with The Prince s Trust and Lancashire Fire & Rescue Service. 59

67 Blackburn Rovers Club Charter Reports 2001/02 Use of training facilities at our Football in the Community Centre for the organisation of a friendly 6-a-side tournament for all Volunteer teams delivered by Lancashire Fire & Rescue Service. Providing a hospitality suite, buffet & refreshments for 3 End of Team Presentations. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community include; The building of a seated area & shelter at the Burnley Road Residents Association allotment. The creation of a Sensory Room for babies and children at Blackburn & District Blind Society. The creation of patio and garden at Blackburn Women s Aid WISH Centre. The Football Club has regularly assisted the Volunteers with fundraising for the materials required for these projects through the donation of autographed merchandise for raffles. The retention rate of volunteers on programmes run by Lancashire Fire & Rescue Service in Blackburn was 67.4%. BLACKBURN ROVERS The percentage of volunteers who went on to employment, further education or training after completing their programmes was 40%. The Club continues to support The Prince s Trust with the delivery of local initiatives and Regional Pan-Trust events. These include; Ongoing support of a local Mentoring Project which supplements the work of the Blackburn Youth Offending Team. In the past, Football in the Community staff have delivered coaching sessions at our Indoor Centre for young people aged 12-18, who have been referred to the project. The Club has once again hosted the Annual Lancashire Sports Dinner at Ewood Park. This event proved very successful raising in the region of 12,000 for The Prince s Trust. This year the Club has also hosted a Seeing is Believing event at Ewood Park. A function suite, buffet & refreshments were negotiated with our external hospitality providers at a favourable rate. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and the Club will once again be supporting the work of The Prince s Trust next season. The Club s work with the Prince s Trust was recognised when it was invited to meet HRH The Prince of Wales at an event in Oldham on 27th November CHARITIES We supported as many local charities and schools as possible with signed items for fundraising. We supported the Football Aid charity and supporters paid to play a match against other supporters at Ewood Park on 13 May 2002, raising 3,010. Other charity campaigns supported included the Garland Appeal and the Keep Your Eye on the Ball campaigns to raise awareness on 60

68 Club Charter Reports 2001/02 Blackburn Rovers testicular cancer, and Scope s celebrity memorabilia challenge. Support was shown by running adverts on our website and in our match programme, displaying posters, making public address announcements and providing prizes for auction. PLAYERS IN THE COMMUNITY All requests for player appearances were handled by the commercial department who worked in conjunction with staff at the training ground to ensure a fair distribution of community work between players. Various players visited the following schools during the season 2001/02 as part of an Education Action Zone initiative. The visit was then reported upon in a following match programme. Some examples of this included: Alan Kelly Longshaw Primary School, Blackburn, December 2001 Covered in Derby County programme John Filan Shadsworth Junior School, Blackburn, November 2001 Covered in Sunderland programme Martin Taylor St James Primary School, Darwen January 2002 Covered in Arsenal programme Craig Short Roman Road Primary School, Blackburn, April 2002 Covered in Fulham programme BLACKBURN ROVERS TICKETING The Club provided 90 tickets per match to Blackburn with Darwen Borough Council s Community Services Department for use by various causes underprivileged children, the homeless etc. Our Cash Back Scheme whereby organisations could purchase match tickets on behalf of children for 5 and receive 2 back, proved very successful. 75 schools and 23 youth groups and junior football teams took part, enabling 1,946 school pupils and 788 members of other organisations to enjoy matches at Ewood Park. A total of 5,468 was therefore raised for the community. TASK FORCE RECOMMENDATIONS TASK FORCE REPORT 1 ELIMINATING RACISM FROM FOOTBALL The local Ewood & Fernhurst Community Parent/Toddler group is held at Blackburn Rovers each Wednesday during school term for 4 hours. BRFC provide suitable accommodation and refreshments free of charge. The Club has participated fully in the national Anti-Racism campaigns Let s Kick Racism out of Football, Show Racism the Red Card and National Anti-Racism Week of Action. This has involved advertising in the stadium and match programme and public address announcements. In the 10 April 2002 edition of our match day programme we printed an article encouraging 61

69 Blackburn Rovers Club Charter Reports 2001/02 supporters with complaints about racism to contact the Club. All complaints were then investigated by the Safety Officer and his staff and action taken as appropriate. Details of the procedures for dealing with racism inside grounds were contained within the ground regulations. A seminar was held in the International Suite on 7th February 2002 on Show Racism the Red Card. The video was shown to local school children and the event attended by first team players Alan Mahon and Keith Gillespie A football tournament for ethnic minority teams involving all the schools in Blackburn was staged at the Club s Academy on 25th May There have been no instances of racist graffiti or sale of racist literature inside or around Ewood Park. The Club would take action to remove graffiti and prevent the sale of any such literature if this occurred. BLACKBURN ROVERS There is a common strategy between stewards and police for dealing with abusive behaviour. A fairly high proportion of our stewards come from the local minority communities. MINORITY COMMUNITIES WORKING GROUP During the year the Club formed a Minority Communities Working Group whose initial objectives have been outlined as follows: To create an environment within the Club where members of diverse minority communities feel safe, involved and welcome. Through the medium of football strengthen the links and improve the relationships between all members of the community whatever their racial origins. Increase the interest in and attendance at football matches from throughout the minority communities, providing a strong sporting focus for the community as a whole. The group has met key members of the local minority community who have indicated their willingness to work with the Club in this initiative. The group also met D.C. Paul Charlton from the Metropolitan Police Service Racial and Violent Crime Task Force to consider instances of best practice that may be applicable to the Club and its community. The work of the group is ongoing and we look forward to seeing the results of this initiative in the coming seasons. TASK FORCE REPORT 2 IMPROVING FACILITIES FOR DISABLED SUPPORTERS ACCESSIBILITY AND TICKETING The ticket office supplied the visiting Club with tickets for the use of away disabled supporters. There were a maximum of 44 wheelchair spaces and prices were discounted. In season 2001/02 the price for the wheelchair user was 50% of the adult, child or senior citizen admission prices, and personal assistants were charged 50% of the adult admission price. 62

70 Club Charter Reports 2001/02 Blackburn Rovers Away ambulant disabled supporters could sit amongst the away support. If they experienced any difficulty with access e.g. to an Upper Tier, assistance was offered by way of a lift pass or help from a steward. For supporters in wheelchairs, prices were discounted. In season 2001/02 the price for the disabled supporter was 50% of the adult, child or senior citizen prices whilst personal assistants were charged 50% of the adult admission price. The ticket office was responsible for the distribution of both season tickets and match tickets to home disabled supporters. There were a total of 200 wheelchair spaces available at the front of the 4 stands. Season tickets were available for these spaces at discounted rates. In season 2001/02 the price for the wheelchair user was 50% of the adult, child or senior citizen season ticket prices whilst personal assistants were charged 50% of the adult admission price. Spaces not sold as season tickets were available for sale on a match-by-match basis. Home ambulant disabled supporters can sit anywhere in the stadium. If they have difficulty with access i.e. to an Upper Tier assistance is offered lift pass etc. Prices are discounted. In season 2001/02 the price for the disabled supporter was 50% of the adult, child or senior citizen prices whilst personal assistants were charged 50% of the adult admission price. This applied to both season tickets and match tickets. The Club supplied the Disabled Supporters Association with 10 complimentary tickets for each match. These were distributed on a rota system to disabled supporters. Home and away disabled supporters were all able to sit amongst fellow supporters at Ewood Park. BLACKBURN ROVERS With regard to covered viewing accommodation three stands have covered seating, the exception being the CIS stand which is covered from the eighth row back, dependent on weather conditions and wind direction. The Club employed 14 stewards specific to the disabled supporters and are looking to increase this to 20 for season 2002/2003 The Club offered a total of 62 car park spaces for seasonal use - plus an option to buy match day spaces. These varied in number from match to match, but we accommodate disabled supporters where possible. We did not experience a great demand for parking for visiting disabled supporters. However, 2 or 3 car parking spaces were available, as was coach parking for mini buses and supply tended to meet the demand. 16 lavatories were provided for the exclusive use of disabled supporters. Wheelchair access was available to all social and retail facilities at Ewood Park. Measures were put in place to ensure that disabled supporters could buy refreshments easily and safely. Most disabled supporters brought a personal assistant who assisted in obtaining refreshments, but the designated stewards were also on hand to assist where necessary. 63

71 Blackburn Rovers Club Charter Reports 2001/02 CONSULTATION AND INFORMATION In 2001/02 Duncan Gardner, Secretary of the Disabled Supporters Association was the named contact for disabled enquiries generally. The Club s Safety Officer, John Newsham, acted as liaison on all matters relating to disabled supporters. Lee Barlow from the Club ticket office has now been appointed Disabled Liaison Officer and will be the named contact for disabled supporters, assuming responsibility for such matters as ticketing distribution and handling enquiries. The Club is investigating ways in which it can find new ways of improving availability of information on facilities for disabled supporters. A mini-com (text phone) is currently located in the Blackburn End Reception. This is to be moved to the ticket office. BLACKBURN ROVERS The Club does not have a specific address for exclusive use by disabled supporters. Lee Barlow s address, [email protected], will be promoted in 2002/03. Representatives of the Disabled Supporters Association were consulted before any changes to ticketing policy were introduced. The DSA is also represented on the Fans Forum and Supporters Association Committee and so has the opportunity to contribute to discussions on all matters relevant to supporters. In addition, John Newsham attended the following meetings on the following dates with DSA representatives: 6 July September February February April May May 2002 AWAY SUPPORT The Club own a specially converted mini bus with wheelchair access and this is used by the disabled supporters to travel to away matches. Travel companies such as Shearings, who currently handle our supporter away travel, provide coaches with wheelchair access if required. GENERAL The Club has designated no smoking areas. The Family Stand was no-smoking in both the seating and concourse areas and in the Jack Walker stand smoking was not allowed in the seats. BLIND & PARTIALLY SIGHTED 25 seats are set aside on a complimentary basis for blind/partially-sighted supporters in a designated area within block E04 of the CIS Stand, two stewards with disability training stay with this group throughout the match. Three to four tickets are kept for away supporters. Supporters tune in to Radio Rovers and our stewards carry spare batteries for their Walkmans! 64

72 Club Charter Reports 2001/02 Blackburn Rovers Blind/partially sighted supporters can choose to sit in one of the other three stands but at present we recommend that a personal assistant accompany them. Special requests i.e. guide dogs are dealt with as appropriate in conjunction with the Safety Department. REVIEW The Club is reviewing its arrangements for disabled supporters as part of its response to the Disability Discrimination Act. This will include site visits to assess the suitability of, for example, lavatory facilities, easy and safe access to refreshments etc and we will then make the necessary alterations. BLACKBURN ROVERS 65

73 Blackburn Rovers Club Charter Reports 2001/02 BLACKBURN ROVERS 66

74 Customer Charter 2001/02 Bolton Wanderers CUSTOMER SERVICE BOLTON WANDERERS FOOTBALL CLUB CUSTOMER CHARTER Bolton Wanderers Football Club remains totally committed to delivering the very highest standards of service and care to all of its supporters and customers. Specifically, Bolton Wanderers Football Club: Respects the right of every supporter and customer to be treated with the utmost courtesy and respect at all times by all BWFC and De Vere Whites personnel. Regularly invests in customer care and customer service training for all full-time and part-time personnel. Will respond to every letter, fax or received by the Football Club, whether a request, comment, suggestion or complaint within 14 days of receipt. All BWFC and De Vere Whites personnel are responsible for ensuring that the very highest standards of customer service and customer care are maintained. However Margaret O'Brien, in her role as Personnel, Training and Development Manager for BWFC is the Club s primary customer service contact with overriding responsibility for monitoring customer service standards. CONSULTATION AND INFORMATION Regular two-way communication with supporters, customers, suppliers, partners, shareholders, the media and the local community remains a priority focus for Bolton Wanderers Football Club. Specifically, Bolton Wanderers Football Club: Consults regularly with its many publics and audiences through questionnaires, fans forums and focus/discussion groups and welcomes all feedback, comments and suggestions. BOLTON WANDERERS Will give due consideration to all feedback, comments and suggestions and implement change where appropriate. Will communicate regularly with supporters and customers, informing them of new developments, policies, fixture and price changes, promotions and new product launches. Will establish and maintain effective partnerships with all sectors of the media and provide the media with first class, state of the art facilities at the Reebok Stadium TICKET PRICING AND ALLOCATION POLICY Bolton Wanderers Football Club is committed to providing a high quality, value for money customer experience, which is accessible to the widest possible audience. 67

75 Bolton Wanderers Customer Charter 2001/02 Specifically, Bolton Wanderers Football Club: Will offer a wide choice of seating and a range of ticket prices including a reduction on match day ticket prices of at least 40% for children and 20% for Senior Citizens and Students. Will retain at least 15% of available tickets to each home match for sale to non-season ticket holders. Will designate an area of the stadium for the exclusive use of families. Will designate an area of the stadium specifically as a non-smoking area. Will provide free access on match days for carers of disabled supporters. Will provide free access to all reserve matches for season ticket holders and Junior Whites members. Will provide BWFC Junior Whites Members with Nationwide League Division 1 match tickets at a price of Will provide the opportunity for supporters to pay for season tickets by instalments at competitive rates of interest. Will reward customer loyalty by offering priority access to away match tickets and home Cup match tickets in the following order of priority: BOLTON WANDERERS Renewed Season Ticket Holders New Season Ticket Holders Junior Whites Members Lifeline Members Open sale Will not increase the price of tickets for home domestic cup competitions above the levels charged for home Nationwide League Division 1 matches. Will charge the same admission prices to supporters of visiting clubs for comparable stadium facilities.this policy extends to senior citizens, students and junior supporters of visiting clubs. Will abide by Football League Regulations governing the allocation of tickets to visiting clubs. As a general rule, ticket refunds are only issued in exceptional circumstances and at the discretion of the Club. Should a match be abandoned following admission to the stadium but before kick-off, supporters will be entitled to free admission to the rearranged match. Should a match be abandoned after kick-off and the match rearranged, supporters will be entitled to half-price admission. 68

76 Customer Charter 2001/02 Bolton Wanderers MERCHANDISE Bolton Wanderers Football Club will consult regularly with supporters relating to the quality, range, selection, frequency of introduction and price of Club merchandise through our ongoing series of fan focus/discussion groups. Specifically, Bolton Wanderers Football Club: Will ensure that all replica strips have a minimum life span of 2 years. Club training ranges will change annually. Will fulfil our obligations under Football League regulations to prevent price fixing in relation to the sale of replica strips. Will publicise and advertise the dates of new replica kit introductions well in advance of the scheduled launch date. Will offer refunds on merchandise sold by the Football Club in accordance with our legal obligations. STAFF CONDUCT All Bolton Wanderers Football Club personnel are expected to uphold the very highest standards of conduct, both on and off the premises at all times. Bolton Wanderers Football Club: Will ensure that all Club personnel, supporters, customers and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact, irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. COMMUNITY ACTIVITIES Bolton Wanderers Football Club remains totally committed to grass roots football development involving, both football participation, training and coaching and a range of educational initiatives involving children throughout the community. BOLTON WANDERERS Specifically, Bolton Wanderers Football Club Will actively promote closer ties and links with the community in order to broaden the interest in the game of football amongst prospective players and spectators alike, particularly children, ethnic minority groups and those with special needs. Offers a comprehensive programme of coaching and training to schools throughout the community. Offers a fully equipped classroom facility at the Reebok Stadium during school hours for use by schools and an after school hours study support programme specifically tailored to the needs of underachieving children. 69

77 Bolton Wanderers Customer Charter 2001/02 Will ensure that all those who participate in any Community activity organised by the Club will receive the same high standards of coaching, tuition and professionalism, irrespective of age, sex, ability or ethnic background. Ensure players are regularly available to participate in public appearances, community programmes and events/activities organised by the Club. Is committed to eradicating racism from the sport of football and will continue to actively promote the League-wide Kick It Out campaign both at the Reebok Stadium and through our community based activities and programmes. BOLTON WANDERERS 70

78 Club Charter Reports 2001/02 Bolton Wanderers BOLTON WANDERERS FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report details the work we have done during season 2001/02 in relation to our Customer Charter and the Football Task Force Recommendations of Our Customer Charter is available from all reception points in the stadium and on our website. CUSTOMER SERVICE This season we focussed on developing a new system for dealing with feedback from supporters. In December 2001 we set up a new computerised system that helped us to monitor feedback and respond quickly and efficiently to supporters. The system was managed by our Personnel, Training and Development Manager Margaret O Brien. We set ourselves a target of resolving all complaints within 14 days of receipt and since the introduction of the new system we achieved this in 90% of cases. On receipt of a complaint, each member of staff completed a Customer Complaint Form, forwarded it to the relevant department if necessary, and to Stadium Reception who logged it onto the system. Each departmental manager was responsible for dealing with complaints relevant to their department and ensured that the matter was resolved and that the customer received a response either verbally or by letter within 14 days of receipt of the complaint. Margaret produced a monthly feedback report for the senior management team, enabling them to track issues and problems and take the appropriate action. For example, a new telephone answering system was introduced in our ticket office to enable us to respond more quickly to our customers. Improvements were made to the ticket allocation system for 2001/02, in response to feedback from regular away fans who felt that they deserved priority for the big games. The changes were in the form of a voucher system whereby travelling fans would collect a number of vouchers match by match and would then be given priority for away matches CONSULTATION AND INFORMATION Two Bolton Wanderers FC Fans Forums took place in September where a wide range of issues were discussed. 15 supporters attended each meeting. At both meetings we had open agendas, allowing supporters to raise topics of their choice. BOLTON WANDERERS In May 2002 we held a Supporter Panel, facilitated by the Premier League, covering issues such as customer service and our TeamCard system. Liaison with Disabled Supporters Our Facilities Director, Jan Kozlowski, liaised with representatives from our Disabled Supporters Association (DSA) to discuss various issues such as car parking, stadium access and seating. Our Transport Liaison Officer also attended a meeting with the DSA to discuss access and transport issues. This season we carried out our first Customer Service Satisfaction survey. Questionnaires were distributed to a random sample of 5,000 season ticket holders to assess their levels of satisfaction with the Club in terms of customer service and the quality of various products and 71

79 Bolton Wanderers Club Charter Reports 2001/02 services. We asked questions about travel, car parking, stewarding, catering, our ticket office and turnstile operators, Club store,teamcard and our communication with supporters. We received over 3,000 responses; a return rate of 60%. The feedback proved to be extremely useful and we intend to repeat the survey on an annual basis to help us to assess our progress in these fundamental areas of our business. TICKET PRICING AND ALLOCATION POLICY We offered a broad range of ticket prices, with matchday tickets for adults costing from 20 to 27. For senior citizens and students tickets cost from 15 to 18, and for children 10 to 14. Prices for adult season tickets cost between 239 and 361. Season tickets for children could be bought for 85 to 133 and senior citizens paid 188 to 247. All matchday ticket prices were reduced by 40% for children and 20% for senior citizens. We sold 16,700 season tickets, from a total capacity of 28,000. This meant that approximately 30% of our capacity was available to non season ticket holders. Tickets in our dedicated family area were available for 50 this covered 2 adults and 2 children. The whole area was designated as a no smoking section, including the concourse. In the rest of the stadium we operated a policy of no smoking in seated areas, with the exception of the North Stand Lower and the South Stand away fans section. Free access was given to carers who attended with disabled supporters. BOLTON WANDERERS Bolton Wanderers members: Junior Whites members: 4 discount off matchday ticket prices 3 discount off matchday ticket prices Supporters could pay for their season tickets in instalments at an interest rate of 23.4% through a scheme operated by The Associates. Tickets for Worthington Cup matches were or 6.00 or or No FA Cup matches were played at home. 3,000 tickets were offered to all visiting Premier League Clubs for their supporters. Visiting supporters were charged the same prices as home supporters for comparable accommodation. Away supporters were located in the South Stand and paid the same rate as our home supporters in the North Stand. TEAMCARD The club made a major investment in July 2001 with our new highly secure ticketing and turnstile entry system,teamcard. The system also incorporates a loyalty scheme whereby supporters can collect points both from the club superstore and from over 40 BWFC TeamCard partners both local and national (e.g. Safeway, Daewoo, The AA). Points are redeemable against tickets, merchandise, food and drink and hotel accommodation, thereby lowering the cost of football to many thousands of our supporters. Since the launch of the loyalty scheme over 5 million TeamCard points - equivalent to over 50,000 - have been returned to BWFC fans. Research 72

80 Club Charter Reports 2001/02 Bolton Wanderers shows that the system has been accepted by both fans and stadium staff (i.e.turnstile Operators etc) alike. MERCHANDISE Our current home kit was launched at the beginning of the 2001/02 season and will remain our home kit for season 2002/03. We are currently working with our kit manufacturers Reebok to ensure that all future swing tickets will detail what seasons the kits are valid for. Currently, we ensure that fans are aware of the lifespan of the kit through our Customer Charter and on our website. STAFF CONDUCT At Bolton Wanderers we are keen to ensure that all staff deal with customers in a professional and courteous way. Staff appraisals are conducted annually, and training needs are identified and built into an annual training plan. Training last year took the form of Positive Attitude training (this was a 'forerunner' to next season s focus on Customer Service). Matchday staff were included in this Positive Attitude training. Staff also attending training courses covering telephone technique, all Microsoft packages, NVQ in Customer Service, and the NVQ in Business Administration. We now have a Recruitment Policy to ensure that best practice in recruitment procedures are adhered to in terms of equal opportunities. A 3 month staff induction package has also been developed over the last 12 months to ensure consistency of induction to the club. COMMUNITY ACTIVITY During the season we have worked to promote closer ties between Bolton Wanderers and the local community through the following projects: THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. BOLTON WANDERERS The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. Bolton Wanderers Football Club recently established a partnership with Greater Manchester Fire Service, who began delivering The Prince s Trust Volunteers Programme in Bolton in July The Volunteers Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team building and community involvement, and each programme usually has between 10 and 15 volunteers and is led by a full-time Team Leader. Support the Football Club has agreed to provide Volunteer teams will include; 73

81 Bolton Wanderers Club Charter Reports 2001/02 Use of a function room for a Final Presentation evening or recruitment event. Stadium Tour highlighting the daily operational aspects of the football club. Occasional advertisements, editorial features and photographs to appear in the matchday programme to assist with the recruitment of Volunteers for future teams Occasional provision of complimentary match tickets for selected home league games. These maybe used as part of a Team Challenge, reward or incentive for the volunteers. Use of the Bolton Wanderers Football Club emblem on Volunteer Programme literature such as invitations for the End of Team Presentation. This season the Football Club has supported another local Delivery Partner, Groundwork Wigan & Chorley, providing a 5-day work placement for 2 volunteers with the Football in the Community Scheme. The Football Club has also hosted a launch of the Volunteers Programme at the Reebok Stadium (19/3/02) as part of its support for Greater Manchester Fire Service. In one of our hospitality suites, a buffet and refreshments were provided for everyone who attended. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and Bolton Wanderers Football Club is fully committed to supporting the work of The Prince s Trust in the future. Next season our objective is to raise the profile of the Volunteers Programme amongst young people in Bolton, and to contribute to the delivery of challenging and high quality teams. BOLTON WANDERERS Work-Based Training This season we operated a full programme of work experience placement students training in our administrative departments. 20 pupils from 12 schools in the Bolton and Chorley areas took part in a one or two week placement designed to introduce them to a working environment. Students were given a variety of experiences, spending one or two days in each department of the Club, e.g. Ticket Office, Club Superstore, Finance, Communications, Corporate Sales and Junior Whites. Most students were in Year 10 or 11 at Secondary School. We also hosted two industry days when groups of students on a college GNVQ course came to the stadium to research what careers are available and learn about what customer service means in a Football Club context. Study Support Centre Our Study Support Centre was opened in 1999 as part of the Playing for Success initiative. Since then the Centre has helped to raise standards in literacy, numeracy and ICT for over 3,500 pupils from the Bolton area. The scheme has been opened to pupils from all schools in Bolton, and they have taken part in out-of-hours study support and daytime study programmes. This season we sourced the funding for a second classroom which will enable us to develop the programme and invite even more pupils. Player Appearances We ensured that players were regularly available to participate in public appearances and community events. Our Player Liaison Officer, Mike Whitlow, monitored the number of player appearances made throughout the season to ensure an even spread of the work. During the 74

82 Club Charter Reports 2001/02 Bolton Wanderers 2001/02 season there were over 100 player appearances at events throughout the Bolton area. The following local community initiatives were particularly targeted this year for player appearances: Bolton Coronary Care Unit BWFC Disabled Supporters Initiative Bolton Busting Breast Cancer Bolton Literacy Trust BWFC Study Support Centre BWFC Community Project FOOTBALL IN THE COMMUNITY (FITC) Our Football in the Community department organised a number of initiatives and projects in the Bolton area. 294 in-term coaching sessions were delivered to 2694 pupils from 57 schools. 212 after school coaching sessions were delivered to 1282 pupils from 42 schools. 405 pupils from 42 schools took part in 82 holiday courses. We offered training facilities at the Bolton Arena to Bankside FC who represented our FITC scheme in the Special Needs League. 9 coaching sessions were delivered to 67 pupils from 4 special schools. 7 coaching sessions were delivered to 55 disabled pupils from Smithills Sports Centre. Azam Makki worked as our Ethnic Minorities Community Development Officer and holds the UEFA C coaching qualification and FA Coaching Disabled Footballers Award. Azam works with children from ethnic minorities and disadvantaged areas in Bolton: 24 in-term coaching sessions were delivered to 1,595 pupils from 8 schools 50 after school coaching sessions were delivered to 156 pupils from 10 schools A Railtrack Play Safe Under 11s 6-a-side schools tournament was held, with 200 pupils from 25 schools taking part. BOLTON WANDERERS We held a Design a Safety Poster competition and received 146 entries from 10 Bolton schools. 24 Penalty Shoot/Skills Days were held to raise money for various charities chosen by the participants. A total of 7,723 youngsters took part and collectively raised 10,076. ELIMINATING RACISM We are committed to eradicating racism through football. Throughout this season we reproduced the Kick It Out! anti-racism advertisement in every edition of the matchday programme. We are pleased to report that we received no complaints about racist behaviour at the Reebok Stadium. 75

83 Bolton Wanderers Club Charter Reports 2001/02 FACILITIES FOR DISABLED SUPPORTERS Graham Holliday was our specific contact for disabled supporters and he was available from Monday to Saturday during normal office hours. The address for disabled supporters to use was All wheelchair users were charged 15 and their personal assistants were admitted free of charge. For supporters in wheelchairs we provided 150 spaces for home fans and 33 for away supporters. Fans were offered a choice of viewing points, with some spaces at pitch level and some in a special suite behind glass in the North East of the ground. Lift Passes were issued to 200 supporters with disabilities. We also provided a loop system for the hearing impaired. Match commentary was provided for the visually impaired through 24 headsets and a steward was available specifically to assist these supporters. Fully accessible toilets were provided both for fans in wheelchairs and ambulant disabled fans. We provided lowered counters at refreshment areas and stewards were available to assist where necessary. Disabled parking spaces were available at our North and South Stands. We provided 77 permanently reserved car parking spaces for home supporters and 16 for away supporters. Home and away fans sat amongst fellow supporters and all accommodation was covered. BOLTON WANDERERS We have enjoyed a good rapport with the Bolton Wanderers Disabled Supporters Association (BWDSA) for a number of years. A member of staff from the club regularly attends meetings (e.g. Safety Officer, Transport Officer) to discuss issues raised by the supporters. The Safety Stewards in this area are the same at all matches; enabling relationships to be built and maintained and disabled supporters feeling confident that the stewards are aware of their needs. Two of the BWDSA members visit the away supporters section at each match to have a general chat and gain feedback on their experience of attending the Reebok Stadium. This initiative is very well received by the away fans and is useful to us in ensuring that the needs of both our visiting and away supporters are met. 76

84 Customer Charter 2001/02 Charlton Athletic 1. ACCESSIBILITY CHARLTON ATHLETIC FOOTBALL CLUB CUSTOMER CHARTER 1.1 The club continues to strive for wider access to matches by offering: a pricing strategy which meets the needs of all individuals, including those purchasing hospitality packages a minimum of 5 per cent of tickets to each game to non season-ticket holders, once the further development of the stadium has been completed concessions for junior supporters, full-time students, supporters over 60 years of age and disabled supporters an area of the ground for the exclusive use of family groups and junior supporters support for disabled supporters and their carers. Our disability co-ordinator can be contacted at The Valley for details of our disabled facilities and ticket allocation free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground, but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, spectators are entitled to half-price admission to the rearranged match season tickets payable by instalments through an external credit agency a programme of ground improvement through stand development which has increased the seated capacity from 8,337 in 1992 to approximately 20,000 by 1998/1999. A further 6,000 seats are now planned Tickets for cup competitions are announced to supporters following discussions between the clubs. Away clubs will receive a maximum of 2,000 tickets due to the ground capacity of approximately 20,000 seats Refunds for tickets are obtainable up to 24 hours prior to kick-off. 2. AWAY SUPPORT 2.1 The club's supporters are allocated tickets for away matches in the following order of priority: CHARLTON ATHLETIC Away season-ticket holders; VIP holders entitled to a season ticket without further payment;valley Gold season-ticket holders and other VIP season-ticket holders; Remaining season-ticket holders; Other VIP and Valley Gold members. 77

85 Charlton Athletic Customer Charter 2001/ The cub does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. 2.3 The club abides by the F.A. Premier League rules governing the allocation of tickets to visiting clubs. These state that unless otherwise agreed by the board or between the clubs, each home club shall make available to its visiting club: ,000 tickets (or, if the capacity of the home club's ground is less than 30,000, such number of tickets as is equal to 10 per cent of its ground capacity and, whether or not that allocation is taken up, tickets for a minimum of 10 per cent of the home club's disabled spectator accommodation. 2.4 At least half of the tickets referred to in must be made available on a sale or return basis and the balance must be ordered by the visiting club at least four weeks before the league match to which they relate. 3 LOYALTY AND MEMBERSHIP 3.1 The club runs and manages membership schemes.the benefits are:- VIP Scheme - recognition of premier status as a supporters' group; guaranteed seasonticket for a 10-year term at a price determined in 1992; priority away ticket allocation; a range of discounts on club matchday packages; the opportunity to elect a member for appointment to the board of the football club (This scheme expires in 2002). Valley Gold - opportunity to win weekly and annual cash prizes; priority for away ticket allocation; discounts on club merchandise; discounts on selected products and services from Valley Gold associated companies. Junior Reds - opportunity to be a matchday mascot at Charlton home games, opportunity to be a ball boy/girl at Charlton home games; a membership pack; newsletter; certificate of membership; free football coaching and swimming at local leisure centre; exclusive lounge for Junior Reds and families. CHARLTON ATHLETIC 4. CONSULTATION AND INFORMATION 4.1 The club consults supporters on a regular basis through supporters' club meetings, questionnaires, the F.A. Premier League annual fan survey and forum, and focus groups. 4.2 The club publicises its position on major policy issues in an easily digested format in the club match magazine, via the official Internet site, through press releases and on Clubcall. 4.3 The club has and continues to develop ways to consult with shareholders, sponsors, the local authority, residents' groups, ethnic minority groups, disabled organisations and other connected groups. 4.4 The club gives early notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The club undertakes research on the design and number of new first-team strips. 78

86 Customer Charter 2001/02 Charlton Athletic 5 COMMUNITY ACTIVITY 5.1 Key objectives in this area include:- To encourage the involvement of ethnic minority groups; To provide football coaching for disabled people through the Ability Counts programme; To manage the development of the Junior Reds organisation; To organise and participate in community events; To instigate and operate in a partnership with the local authority, a Study Support Centre, which is part of the national scheme Playing for Success; To establish and operate a girls'/women's Centre of Excellence; To develop and implement an anti-racist strategy in conjunction with Greenwich Council; To support local charities and worthy causes; To regularly liaise and meet with local residents. 5.2 Key activities in this area include:- To implement a programme of school and community visits by players; Conducting special promotions with schools, community groups and associations; Overseeing the development of Football in the Community schemes through schools, junior clubs, after school clubs, school day coaching, school visits, holiday courses, match day coaching, weekend community coaching, specialist schemes and Learning through Football schemes. 6. MERCHANDISE 6.1 Replica strip designs normally have a life span of two seasons, unless changes are enforced due to contractual obligations. The club also provides swing tickets attached to replica strips stating the expected life span of that particular design. 6.2 The club communicates with its supporters regarding new replica strip designs and prospective launch dates. 6.3 Details of the next intended change of replica strips are available from the club. 6.4 The club carries out its obligations, under the F.A. Premier League rulebook, to prevent price fixing in relation to the sale of replica strips. 6.5 The club offers refunds on merchandise in accordance with its stated policy and legal obligations.this can be found in the "conditions of sale" section of our official merchandise catalogue. A copy of our conditions of sale is also available in the Superstore. 7. STAFF CONDUCT CHARLTON ATHLETIC 7.1 The club operates an equal opportunities policy, copies of which have been issued to all staff and a copy is also issued to new members of staff on their appointment. A club copy can be obtained via the office of our general manager. 79

87 Charlton Athletic Customer Charter 2001/02 8. CUSTOMER SERVICE 8.1 Where required, the club will acknowledge receipt of any contact from a customer within 48 hours and a full written response, if deemed necessary, will be exercised within 14 days. 8.2 The club responds by telephone, , fax or letter. If a customer requests a response in writing they receive such a reply. 8.3 The club encourages customers to contact the department relevant to their query and, in addition, the general manager has overall responsibility for customer service. When a customer feels that they have not been satisfied by the relevant department, they are encouraged to write directly to him. 8.4 The club endeavours to ensure that every telephone call is answered within four rings. 8.5 The club guarantees that all messages on its automatic telephoning answering service will be current. Signed Peter Varney (Chief Executive) Date Monday, November 6th 2000 For and on behalf of Charlton Athletic Football Company Limited CHARLTON ATHLETIC 80

88 Club Charter Reports 2001/02 Charlton Athletic CHARLTON ATHLETIC FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 The Charlton Athletic Customer Charter was published by the Club prior to the commencement of the FA Barclaycard Premiership season, in August 2001 and is available on our website at A printed version is available from our Community Liaison Officer, Ben Tegg, who can be contacted on or by on [email protected]. The Charter Report covers all matters at the Club relating to our Customer Charter and recommendations of the Football Task Force ACCESSIBILITY Charlton Athletic Football Club is proud of the reputation it has built up as a customer focused, family club. In the 2001/02 season the ground was extended to provide more than 30% additional seats. This gave us the opportunity to provide Premiership football to a wider audience within the catchment area, which we believe to be of fundamental importance. The Club continued to strive to further reinforce its commitment to both the local community and families in particular, by providing : A competitively priced seating policy A new family area in an excellent location Ticket promotions throughout the season Promotions aimed specifically at community groups and junior supporters via our extensive network of local community and school contacts Season ticket payment by instalment scheme A range of concessionary pricing including young, senior and disabled supporters. TICKETING Season Ticket Prices 2001/02 Stand Adult Concession Junior Pre 31/5 Post 31/5 Pre 31/5 Post 31/5 Pre 31/5 Post 31/5 Family North East West Matchday Prices 2001/02 These were categorised according to the level of demand and anticipated number of visiting supporters. CHARLTON ATHLETIC Category Adult Concession Junior Platinum Gold

89 Charlton Athletic Club Charter Reports 2001/02 The Club believes that it has a duty to the local community to offer affordable Premiership football to a mass audience. Our opening Adult season ticket price was 185 within the family area of the stadium with a further 29% at 275 Similarly, our corporate prices are staggered to reflect different income levels, and continue to include bar facilities as full corporate hospitality. The new family area has meant that we have been able to double our capacity in this section the additional capacity has allowed us to further extend the family area into an overflow area providing an additional 650 seats on top of the 1,200 in the new stand. We are particularly conscious of the need to continue to expand our junior support, recognising that they are the Club's future adult supporters and have had more than 10,000 juniors attend matches for 1 or less. Many of these will also form part of our community scheme database of over 50,000 youngsters throughout the region. Our concessionary prices reflected the commitment mentioned above to provide affordable football throughout the community. Our starting price for children (family stand) of 120 for a season ticket, we believe to be particularly competitive for premiership football. The Charlton Athletic Priority Scheme (CAPS) has been set up to ensure that those fans who, for varying reasons, do not apply for a season ticket, are still able to attend on a match-by-match basis. We provide a minimum of 1325 tickets for sale on an individual match basis, and where demand is likely to be high the scheme enables us to prioritise tickets for the more popular matches to those who attend the less high profile games. Membership is free and has attracted well in excess of 2,000 people. Our International Supporters Club has been set up to enable Charlton fans around the globe to obtain tickets when they visit the UK. Split between expatriates and people who have acquired an interest in the Club from overseas, membership is over 200 and growing. During season 2001/02, the Club sold nearly 1,000 five-year season tickets, due to the expiry of The Valley Investment Plan (VIP), which was set up in 1992 and offered ten year equivalent deals, or the opportunity to invest cash into the Club in return for discounted season tickets and priority on away tickets. The scheme also enabled its members to elect a supporters representative onto the football Club s board of directors. CHARLTON ATHLETIC The Club s average attendance exceeded 24,000, the highest since the 1950s. This would have been greater had a capacity of 26,500 been available throughout the season, however the stadium could only hold this number of spectators from December. The attendance figure for each of the Club s final seven Premiership home fixtures exceeded 26,000 and the attendance of 26,614 for the final home fixture of the season against Sunderland was the highest at The Valley for over 25 years. This is in spite of the team winning only 5 home Premiership fixtures. No matches were abandoned or postponed during season 2001/02. For our FA Cup 3rd and 4th round fixtures against Blackpool and Walsall respectively, we offered heavily discounted ticket prices, resulting in attendances in excess of 17,000 on both occasions. A similar promotion was carried out for our Worthington Cup fixture against Port Vale in September. 82

90 Club Charter Reports 2001/02 Charlton Athletic With the exception of the Family Stand, supporters were permitted to upgrade season tickets from junior to adult for individual matches, subject to a small fee, to enable a seat to be used rather than stay empty. Season ticket holders are admitted to all home FA Premier Reserve League fixtures free of charge. All fixtures except two were staged at The Valley, often resulting in four-figure attendances. Restricted view seats, defined as when the view of at least one of the goals is obscured, are either sold at a 2 discount or provided to local community groups free of charge, dependent upon the severity of the restriction. Two new purpose-built disabled enclosures were built as part of the new North Stand development and were opened in 2002, providing an additional 208 spaces for disabled people and their carers, adding to the pitchside spaces previously available. The viewing platforms were designed in conjunction with the National Association of Disabled Supporters and lift access has been provided. AWAY SUPPORT Several levels of priority are in place for allocating away tickets to our fans, to ensure that the fans that travel week in week out do not miss out for higher profile games. An away season ticket is available and during season 2001/ fans took up this service, whereby they are guaranteed a ticket for each away Premier League fixture, to be posted to them, for 450. The next level of priority is to five year season and ten year season ticket holders, then jointly to members of the Valley Gold scheme (a lottery and discount scheme), and members of the VIP scheme that did not purchase a season ticket but made some financial contribution at the scheme s outset. Tickets would be next on sale to season ticket holders, and if appropriate they would then go on general sale. The nature and timing of the fixture, along with availability dictate how staggered this process is. The planning/organisation for away travel, by both coach and train, is run by our very active supporters Club. The Club boasts some 5,000 members across 15 branches, ranging from East Kent to the West Country. The Club is committed to maintaining dialogue with the Supporters Club to ensure that fans views are heard. A small allocation of tickets is made available to the Supporters Club branch network. Most of the ticketing arrangements are done through the individual branches who then allocate tickets locally. All travel is arranged through the Supporters Club branches. Charlton Athletic upheld FAPL rules by providing 3,200 tickets to visiting Clubs representing more than 10% of total seats available in the ground. The highest amount of fans taken by Charlton to an away fixture was 3,000, for the final away fixture against Manchester United. CHARLTON ATHLETIC Once per season Charlton Athletic provides travel free of charge to our supporters to thank them for their support during the season. During the 2001/02 season Charlton paid for 1,800 supporters to travel to our away fixture against Leicester City at Filbert Street. 83

91 Charlton Athletic Club Charter Reports 2001/02 Junior Reds Our junior supporters Club continues to grow the total of junior reds supporters now stands at 3,000. There are a number of specific benefits for being a member of the Junior Reds Supporters Club: A welcome pack at the start of each season. Invitations to a number of different functions throughout the year e.g. Christmas parties/q&a sessions with players etc. A quarterly newsletter. A reciprocal ticket deal with a number of other clubs the junior reds volunteers arrange transport. The Junior Reds Christmas party, staged at The Valley, was attended by a number of members of the first team squad and was run on a staggered basis according to age group. A total of 14 teams are now up and running as part of the Junior Reds Football Club and all of these teams participate in the local Bexley League. A Saturday Club takes place prior to each home fixture at the Waterfront Leisure Centre in nearby Woolwich for 5 to 6 year olds. This enables children to participate in very basic coaching sessions, with a view to moving into one of the JRFC teams once they have exceeded the age limit. Ball boys and girls for home fixtures are selected from the Junior Reds membership. One Junior Red is selected at random to be matchday mascot for each home fixture free of charge, in addition to those who purchase mascot packages. MERCHANDISE The Club introduced a new third kit last season to compliment the already existing 1st and 2nd strips. The 1st strip was due to change for 2002/03 season so designs were put to a vote with our supporters. In all, 7 designs were put to the vote with the winning design being worn by the team for the coming season (2002/03). Our policy of 2-year lifespans for all home kits is clearly stated on posters in our Club shop. SUPPORTER CONSULTATION CHARLTON ATHLETIC Charlton Athletic fully supports the F.A. Premier League s Supporter Panel initiative. This season our Supporter Panel was held on Thursday 18 April 2002 in the Boardroom at The Valley. A crosssection of supporters were invited to attend 7 men and 6 women and Roger Titford was the F.A. Premier League-appointed panel leader. The discussions centred on Club issues such as the website, catering, stewarding, women s football and the Club s family image. The meeting was introduced and observed by the Assistant to the Chief Executive, Steve Sutherland. Charlton Athletic also has a supporter elected on a bi-annual basis to the board of directors. The supporter currently in post is Wendy Perfect who has full voting rights. 2001/02 saw the tenth year of supporters being represented on the board. This has been of benefit both to our supporters and the Club as it provides our supporters with a direct link with the decision making process of the Club. 84

92 Club Charter Reports 2001/02 Charlton Athletic FOOTBALL IN THE COMMUNITY The Charlton Athletic Football in the Community Scheme has been running for 10 years and is run as a partnership between the Club and the Footballers Further Education and Vocational Training Society (FFE & VTS.). The Scheme now boasts 9 full time officers and around 100 part time staff who work across our various initiatives. Our main areas are Greenwich, Bexley, Dartford, Sevenoaks and Thanet. We are lucky to have a good working relationship with all the local councils. Bexley, Greenwich and Thanet provide significant funding to underpin the projects. Schools Programme The Community Scheme offers free curriculum coaching to all schools in our boroughs with a maximum of three visits per school per half term. We tend to visit ten schools per week coaching around 300 children. The after-schools Clubs run in six-week blocks and numbers vary from term to term but we estimated that each term we see 1,000 young people per week. Charlton Challenge The Charlton Challenge is the Club s own award scheme run in Bexley, Dartford, Greenwich and Sevenoaks. The course is run in 12-week blocks during after school times (4.00pm 7.00pm, Mon Fri) in conjunction with the sports centres in the Borough. Around 1,500 children attend the Challenge per week, across eight sites. The Challenge aims to encourage teamwork and respect for others, and awards are given to the children not for their football ability but for the way they enter into the spirit of the game. Toddler Soccer Open to 3 and 4 year olds as a ball familiarity, fun introduction to football. These sessions run as a feeder to the Challenge and around 430 toddlers attend each week. Thames Gateway Youth Football Project The Thames Gateway Youth Football Project runs football-based diversionary activities for vulnerable youngsters from disadvantaged backgrounds and aims to discourage anti-social behaviour and help prevent youth crime. There are currently 5 late night 5-a-side leagues in operation, which take around 200 young people off the streets at any one time, all run by Charlton Athletic. These have been set up in conjunction with the Metropolitan Police and local youth offending teams in a bid to reduce crime and disorder. The work is carried out in crime hotspots in Bexley and Greenwich. Youngsters who are caught offending run the risk of points being deducted from their team. The Soccer at Six project runs for 5 weeks during the summer term at a time of high crime. Four weekly sessions are run with approximately 150 youngsters taking part each week. Once again providing activity for young people during times when crime levels are high. CHARLTON ATHLETIC 85

93 Charlton Athletic Club Charter Reports 2001/02 The Tim Hargreaves Football Tournament Charlton Athletic holds the Tim Hargreaves Football Tournament, which aims to develop positive relationships between youngsters from local housing estates and the Metropolitan Police by involving them in playing matches together. Training and Empowerment The Training and Empowerment project involves running free sports courses for the local community. Charlton also train people to become coaches in cricket, football, netball, basketball and weightlifting. During the past year we have helped 250 people become qualified coaches, 40 of whom have already found employment. The scheme concentrates particularly on enabling people from socially deprived areas, and from black and ethnic minority communities. In total, we estimate that Charlton Athletic spend time working with 350 youngsters at risk of offending each week. Railtrack In 1999 Charlton Athletic formed a partnership with Railtrack in an effort to reduce rail crime. In this first year the Club directly coached 17,647 children in after school initiatives which were identified as diversionary activities and run during potential crime times. Club staff worked with Railtrack in carrying a safety message into schools and through coaching sessions. Railtrack measures the impact of vandalism and trespassing in train delays. In the first year of the scheme Railtrack saw a 29% reduction in these delays in Kent, as against a national increase. In the second year a Trespass and Vandalism (T&V) Committee was set up which recorded and reported back to the group on T&V hotspot areas. The Club scheme then delivered a comprehensive programme in these areas, targeting schools and creating outlets for children during the evening. After one year, the incidents of T&V were reduced by 26%. Disability Programme The FITC Scheme has offered coaching in special schools since inception. However, our programme has expanded rapidly over the past three years with the help of the Ability Counts programme. Regular weekly coaching sessions were organised for children aged 5 18 years. CHARLTON ATHLETIC From 1 January 2002, thanks to a grant from the Football Foundation, we have employed a full time disability officer and we now run specialist holiday programmes, after-schools coaching and curriculum time sessions for people with disabilities. We have also been selected by the F.A. as the regional Centre of Excellence for disabled football. Football Courses These are held during school half-terms and run in the boroughs of Bexley, Greenwich, Dartford, Sevenoaks and Thanet. Whitsun 2001 saw the Community Scheme coaching 840 children at 18 venues followed by 3,117 children at 52 venues during the summer school holidays. 86

94 Club Charter Reports 2001/02 Charlton Athletic During October half term 928 children were coached at 16 venues. In February 2002 half term, 1,239 children received coaching at 21 venues and at Easter, during a three-week course, 1,829 children attended 28 venues. Two one-day courses for children with disabilities were also run with 10 and 9 children attending respectively. ANTI-RACISM The Charlton Athletic Race Equality Partnership, generally known as CARE, is the branch of the Football Club that looks into issues of racism and develops programmes to address these issues. CARE was set up in 1993 by the Football Club, the Supporters Club and Greenwich Council in the aftermath of the Stephen Lawrence murder. The mission of CARE was simple and clear make The Valley a safe place for everyone who is a fan of CAFC and football to attend without any form of fear. Working closely with Charlton Supporters was paramount to CARE s mission and the education process began, closely followed by the Club's flagship annual event, the red, white and black day. During the 2001/02 season we held our 9th annual event. This event is used to publicly display the Club and its Supporters stance against any form of racism. Many fans signed up to actively opposing racism within the ground. The signatures of the thousands who signed up are displayed at the entrances to the West and East Stand. The CARE Partnership has now become an organisation addressing different forms of exclusion issues, and tackling racism is one part of the means to fulfilling CARE s mission. CARE now carries out education work in schools, helping young people to learn about racism, about their own cultures, about their identity, citizenship and respect for others. Other work includes the provision of training and employment opportunities in sports for people, particularly from ethnic minority backgrounds and poorer communities. The partner organisations involved in CARE are keen to progress the work and build on the success that has brought 3 national awards for this area of work in the last 4 years. As such, the Partnership is always looking to develop programmes that promote unity and eradicate segregation. One of the current programmes is the carnival 365 project, which brings people with similar interests together. Throughout the year, various groups, communities and individuals participated in activities that they found interesting e.g. Radio Production, Gospel Music, Sports, Fashion, Crafts or just spectating. Once a year, the groups come together to share their skills, exhibits, knowledge and excitement with other groups as part of a festival/showcase. Charlton Athletic continues to be the joint major funder and Chair of CARE with our partners Greenwich Council. During 2001/02 the Club granted CARE 32,000 along with in kind support of office accommodation, rooms for meetings and events, football kit staff time and 15 player appearances. DISABILITY Charlton Athletic continues to apply a concession to a full range of disabled supporters whilst adopting a policy of not charging for essential carers. Essential carers are exempt upon receipt by the disabled person of either the high rate mobility or care component of Disability Living Allowance (DLA) with consideration given to other disabled supporters upon receipt of a GP letter and under the guidance of the Disability Discrimination Act Season ticket prices for wheelchair users was set at 185 with ambulant disabled supporters charged the concession CHARLTON ATHLETIC 87

95 Charlton Athletic Club Charter Reports 2001/02 OAP/under18 rate applicable to the stand in which they chose to sit. Match day prices were set at 15 for all games. Facilities Until mid-february 2002 the Valley provided 57 spaces for wheelchair users at locations as follows: Pitchside,West Stand 30 Rear of East stand 20 South Stand (away area) 7 With the ongoing development of the North Stand, an additional 45 spaces have been made available at the rear corners of the Northwest and Northeast corners and these have been phased in from February At the end of season 2001/02 the number of wheelchair spaces had risen to 102. Toilets specifically adapted for use by disabled people are available on all areas. Spaces for mobility-impaired supporters generally correspond with those of wheelchair users, as the best available access has to be considered. Seating for supporters with sight, hearing and learning difficulties is not generally restrictive and positions are agreed and allocated in consultation with the Disability Liaison Officer (DLO) and where appropriate, in liaison with the Safety Officer. The Club's commitment to blind and visually impaired supporters is to offer a transmitter and receiver system providing commentary. The primary benefits in this system are that it allows supporters to sit at any location around the ground rather than be restricted to one particular area. A dedicated commentary has been made available from season 2001/02 via the receivers, which takes the target audience into consideration. Onsite disabled parking is available in the locations in the West and East Stands, providing a total of 41 spaces. Within this allocation are 2 spaces reserved for away supporters. To further assist disabled supporters, a drop-off is available behind the North Stand and seasonal and match day passes are provided as a means of bypassing the traffic management scheme, which operates on match days. All details are available via the Club's Disability Liaison Officer. The current DLO,Alan Milner, is based at the Valley on Mondays and Fridays between 10am and 3pm and also match days. Contact details are as follows: CHARLTON ATHLETIC phone: ext 248 fax: textphone/ minicom: [email protected] The Club has produced a leaflet giving full details of the facilities and contact details of the DLO. To assist away supporters tickets are provided in a wallet, which includes contact details and a diagram of the stadium layout. The Club have been delighted to support the ongoing development of the Charlton Athletic Disabled Supporters Association (CADSA) and the season saw the first full year of operation for the mobility coach, which has seen a greater number of disabled fans provided with the opportunity to support Charlton on the road. The Club's DLO has responsibility for co- 88

96 Club Charter Reports 2001/02 Charlton Athletic ordinating bookings and liaising with the coach operators to ensure a smooth managerial operation is maintained. CHARITIES Charlton Athletic has a policy of supporting local charities. At ten home matches per season a local charity is nominated for a ground collection. The average amount of money raised during these collections in 2001/02 season was 1,000. The Club also has 15,000 per annum set aside in a charities budget. This money is used to provide signed shirts, balls and financial support to local charities working in areas such as social exclusion, health and education. Charlton also support the national Football Aid scheme and provide the stadium free of charge to the organisation for one match per season. CUSTOMER SERVICE All of our customer service enquiries were responded to by telephone, or letter. The relevant departmental manager would respond in the first instance. Should the customer not be satisfied with the response from the individual manager, the Chief Executive would examine the complaint personally. CHARLTON ATHLETIC 89

97 Charlton Athletic Club Charter Reports 2001/02 CHARLTON ATHLETIC 90

98 Customer Charter 2001/02 Chelsea CHELSEA FOOTBALL CLUB CUSTOMER CHARTER CHELSEA FOOTBALL CLUB, STAMFORD BRIDGE, FULHAM ROAD, LONDON, SW6 1HS TEL: FAX: The Club s policy towards its customers is, and always has been, to ensure that each of its customers, whether individual or corporate is provided with service and quality that exceeds their expectations in a safe and secure environment. (CFC Mission Statement 2/99). CFC s customers are defined as:- Individual supporters, whether season ticket holders; executive club members, members or casual attendees. Corporate members, whether season ticket holders or casual non-match day visitors to the stadium. Corporate or individual clients using the stadium's facilities on non-match days. Customers in the Club s Megastore Visitors to the management offices CFC staff and those of its related companies. OUR STAFF Every aspect of the Club s Customer Charter is dependent on well trained and motivated staff to enable the Charter to be delivered. Each member of staff, with customer-interfacing responsibilities, has been or will be provided with appropriate customer care training using a CFC programme that has been externally developed for the Club. They will be given a copy of this Charter to remind them of their special obligations. Part of the CFC induction course for all new employees full or part time - emphasises the Club s total commitment to Customer Care. The Employee Handbook sets out the Club s policy on Customer Care, as well as its policy on sexual and racial harassment and warns that both are unlawful and unacceptable and subject to CFC disciplinary procedure as part of the Terms and Conditions of Employment. TICKETING The Club will continue to promote the greater accessibility of tickets for matches, with a range of prices and facilities that encourage the widest possible support. CFC recognises the need to encourage the attendance at matches of families and children to help ensure continuity of support in future years.to this end, the Club: maintains a dedicated family section with at least 2199 seats available; and CHELSEA 91

99 Chelsea Customer Charter 2001/02 sets advantageous ticket prices for juniors (described as those under 16 years old) when accompanied by an adult: - No more than 70% of the stadium will be allocated for use by season tickets holders; the balance of unallocated seats will be allocated on a match by match. - Disabled supporters will continue to enjoy special facilities and space made available for carers as appropriate. Ticket allocation and other details of facilities can be obtained from the Club s Ticket Office staff at Stamford Bridge. - No admission charge is made for a replay whenever a match is abandoned within 30 minutes of kick-off or up to half time and where spectators have been admitted to the ground. A 50% reduction in the ticket price will be offered when a match is abandoned after half time. - For domestic and European Cup matches, the Club ticket pricing policy mirrors that for Premier League matches. At these matches season ticket holders have first refusal; thereafter Club members have the opportunity to buy tickets. Any residue seats are made available to the general public. - A refund will be given in full for tickets, provided they have been properly purchased, and a request in writing has been received by the Ticket Office Manager within 10 working days of the match. The Club does provide reduced price tickets for seats with a restricted view, as defined by the Football Licensing Authority guidelines. Where, in the Club s opinion, the view is severely restricted, such seats will not be sold but offered free to community based schemes of the Club s choice. Concessionary prices for senior citizens in a dedicated area are available on the face value of the ticket for that area. General ticketing information can be found on: - The CFC dedicated 24 hour ticket news line (current no ) - Chelsea website - Annual fixture list - Matchday programmes - Members newspaper "Onside" The Club operates a Season Ticket Renewal Scheme that allows the cost to be spread over several months for suitably qualified applicants, prior to the commencement of a season. AWAY SUPPORT Allocation for away match tickets is: first refusal to Chelsea season ticket holders then our club members As is usual, prices are determined by the host club. CHELSEA For visiting supporters, the prices charged are comparable to those charged for CFC supporters. 92

100 Customer Charter 2001/02 Chelsea The Club allocates tickets to visiting clubs as prescribed by the F.A. Premier League. MEMBERSHIP AND LOYALTY SCHEMES CFC Membership Scheme The Club has its own CFC membership scheme, which, for a nominal annual subscription, provides a series of exclusive benefits including: Match ticket priority purchase A monthly newspaper Onside Discounts on CFC merchandise Discounts on selected holidays Exclusivity of purchase for away match tickets CFC Loyalty Scheme In addition, CFC has a special Loyalty Scheme through which CFC members purchasing home match tickets can accumulate loyalty points to be redeemed against preferential ticket applications for matches where demand is expected to exceed the available supply, e.g.: Cup finals or semi-finals. CFC MERCHANDISE All replica strip designs have a minimum life span of two seasons and merchandise swing tickets state its launch date. Details of the next intended change of kit are available from the Club s Megastore. However, in the event of a change of Club sponsor, the new sponsor s name may appear on replica strip within its lifespan. The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of its replica strip. The policy on refunds is to provide a full refund for any faulty merchandise, provided that it is returned with the undamaged packaging (if any) and in the same condition as at the time of purchase. In addition, any item found to be unsuitable will be exchanged for a voucher to the same value where no alternative is available, provided that the packaging (if any) is returned and it is in the same condition as purchased. The does not preclude the customer s Statutory rights, nor the Club s legal obligations, and any returned merchandise should be made within 28 days of purchase together with a valid receipt. CFC CUSTOMER SERVICE All customer-interfacing staff will be identifiable to those using our facilities and they generally wear name badges. On match days some may in addition wear suitably marked high-visibility clothing indicating their role, e.g. "steward" or "security". Staff are expected to be smartly dressed, civil and courteous at all times. CHELSEA 93

101 Chelsea Customer Charter 2001/02 The Club is committed to at least acknowledging receipt of written or electronic correspondence within 48 hours of receiving such correspondence. In the event of an acknowledgement only, a full reply will be made within 10 working days. For contact by telephone, queries or complaints normally can be resolved immediately, but if unable to do so a resolution will be sought within 10 working days. In the event of a continuing dispute, customers can appeal in writing to Edward Ashwell at the Club. COMMUNITY, CONSULTATION AND INFORMATION CFC together with its parent Chelsea Village plc regularly consults its immediate residential and business neighbours, via Liaison Committees established with quarterly meetings. Additionally, the Club participates in and supports several local authority initiatives, including Fulham Town Centre Management and Regeneration Committees;Working Groups; etc. CFC is proud of its involvement with Football in the Community and supports a team which includes former footballers, to encourage young people to experience and improve their football skills. This team regularly works with local schools and organises special summer camps to involve young people aged from 11 to 16 years old. Information about CFC s Football in the Community sponsorship programme can be gained from Sean Gore at 469 Fulham Road, London, SW6 or by telephone on Furthermore the Club sponsors a disabled team and a Women s club, comprising several teams at different levels, details of these can be obtained from Steve Keen on (disabled team) and Dave Impett on (Women's Club). The Club is associated with the Chelsea Children's Trust, a registered charity which supports underprivileged and disadvantaged children by providing free or substantially reduced tickets. Information on the Trust is available from Kate Cheesman on Policy matters, ticketing and match arrangements are published in the Club s regular newspaper Onside, match day programmes and on Channel Chelsea the on-site dedicated television channel, as well as the Clubcall telephone line, currently , and its Internet site, Club supporters are encouraged to give their views and opinions through the Internet chat pages; letters pages in the members newspaper and on ticket matters, to the Ticket Office. SUMMARY Good customer care is essential for the continued success of the club; we are committed to providing the best possible service to all customers and responsibility is taken from the Board down to all members of staff to ensure good delivery. CHELSEA The Club is, and continues to be, responsive to its customers needs. It will seek ways to improve communications with its customers and will monitor its performance against the Customer Charter at least annually. The results will be published in the Chelsea Village plc Annual Report. 94

102 Club Charter Reports 2001/02 Chelsea CHELSEA FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report details our work in relation to our Customer Charter and to the Football Task Force Recommendations of Our Customer Charter is available on our website and all staff who dealt directly with customers were provided with a copy. TICKETING We continued to promote the greater accessibility of tickets to matches with a wide range of prices and an improved concessionary ticket pricing policy. Matchday ticket prices for adults ranged from 26 to 40. We maintained a dedicated family section with 2,199 seats, which was a no smoking area, and in October 2001 we introduced our new concessions policy. Senior citizen and junior members could buy tickets at 20 and 11 respectively in the Matthew Harding Lower Tier. Visiting senior citizens and juniors were also entitled to concessionary tickets priced at 20 and 11 respectively. Our capacity was 42,449 and we had 22,074 season ticket holders. Approximately 44% of the capacity for home fans was available for match day sale. Season tickets (other than those in the Matthew Harding Lower Tier) included all domestic Cup ties and were available from 400 to 690 for adults, and 200 to 465 for concessions. FACILITIES FOR DISABLED SUPPORTERS Our contact for disabled supporters was Jill Dawson, who could be reached by telephone on or by at [email protected]. This season we provided: 70 spaces in the West Stand Lower for home supporters (wheelchair & helper or ambulant) 3 in the Matthew Harding Upper for home supporters 11 in the Shed Lower (Dickies) for home supporters The entire front row in the East Stand Lower North is available for wheelchair visiting supporters and their helpers. This area is flexible to meet demand. If the allocation was not taken by disabled supporters the seats were used by able bodied fans. As long as the visiting Club took up its full allocation of tickets, then these supporters were situated alongside their own fans. Tickets for the home areas were sold through the Ticket Office on a first come first served basis and were priced at 11. CHELSEA 95

103 Chelsea Club Charter Reports 2001/02 Six disabled car parking spaces were provided for home or away fans on a first come first served basis. The supply always met the demand and so we were able to accommodate all those who requested parking spaces. For the visually impaired, a designated area is available with fixed audio facilities and headsets are provided. Our current demand is for only two headsets per match, but more can be provided on request. We provide live commentary via the headsets and are looking to extend this service via our new digital radio service. Toilets with wheelchair access were provided in all the relevant areas. Stewards were on hand to assist with access to refreshments. If supporters wished to bring Guide Dogs we ensured that they would be admitted to the stadium. Staff who work with our disabled supporters are specifically deployed to assist those who are unaccompanied visually impaired or disabled and are trained accordingly. They work only with our disabled supporters and have no other duties. All our home FA Cup and Worthington Cup tickets were available at the same prices as our B graded Premier League matches. We played Newcastle United, Tottenham Hotspur, Norwich, West Ham United and Preston North End. All tickets with a restricted view of the pitch were reduced by 1. Our Season Ticket Renewal Scheme enabled supporters to spread the cost over 10 months without paying any interest or administration costs. Visiting supporters were always charged the same prices as home fans for comparable accommodation and a minimum of 3,000 tickets were always made available to visiting Clubs. LOYALTY AND MEMBERSHIP Details of our CFC membership scheme and CFC loyalty scheme were set out in our Charter, on our website and in leaflets available from the Club. MERCHANDISE Our replica strips changed at the end of season 2000/01 and are now beginning the second year of their 2-year life spans. Full details of the lifespan of the kit were detailed on swing tickets and on badges sewn into the kit. CUSTOMER SERVICE CHELSEA We responded to feedback from customers by forwarding either immediate responses within 48 hours or for more complex issues within 10 days. Complaints were monitored manually by our Assistant Secretary, Claire Lait, who forwarded quarterly reports on Charter Complaints to the Premier League. 96

104 Club Charter Reports 2001/02 Chelsea COMMUNITY, CONSULTATION AND INFORMATION Residents Meetings Residents meetings took place on 24 July 2001, 16 October 2001, 22 January 2002 and 23 April The following Organisations were invited to attend: Britannia Road Residents Association Fulham Police Fair Play Working Party The Royal Borough of Kensington & Chelsea London Borough of Hammersmith & Fulham Peabody Estate Tenants Association Friends of Gavan Studios Sir Oswald Stoll Mansions Residents Association Vanston Place Tenants Association Friends of Chelsea Studios Samuel Lewis Trust Residents Association Hilary Close Resident Association Brompton Park Resident Association West London Studios Management The 24-hour telephone line for local residents to contact us with complaints or concerns was still in operation. Our Chairman is an active member of the Fulham Town Centre Management and Regeneration Committee. This season the Club provided the local Council with 1million to help improve amenities for our neighbours who live in the vicinity of Stamford Bridge. We consulted with supporters at our supporter panel facilitated by the Premier League on Saturday 16 March prior to Chelsea v Sunderland, in the Brunel Suite in the Chelsea Village Hotel. The panel was attended by three women and nine men who discussed issues relating to our Customer Charter. The feedback from the Panel Members was very positive and no actions were necessary as a result of the meeting. FOOTBALL IN THE COMMUNITY The aims and objectives of Chelsea FC s Community Development programme are to: Improve the standard of coaching at grass roots level in all areas Enhance the standard of players, both girls and boys, at grass roots level Implement a schools' coaching structure so that everybody has a chance to play, regardless of colour, nationality or religion Create links with people from all areas and to give something positive back to the local communities Implement an after school clubs coaching programme CHELSEA 97

105 Chelsea Club Charter Reports 2001/02 Improve the number of women/girl players in each area Work closely with existing community projects and all associations involved with youth development Enhance the profile of disabled football To meet these aims, the following programmes were run during the course of the season: Free Coaching in Schools Weekly coaching sessions were held in a number of local schools and were offered free of charge. After School Club Six-weekly coaching courses were held after school hours. Courses were run between 3.30pm and 5.00pm one night each week for six weeks. Teacher Training Days When teachers took part in educational training days and children were not in school, we held coaching days at the school between 9am and 3.30pm. This proved very popular and was welcomed by parents who would otherwise have had to make alternative arrangements for their children. School Sports Activity Days We provided coaching sessions, challenges, small-sided games and tournaments in secondary schools. School Fetes Our coaches attended summer fêtes at local schools and organised penalty shoot-outs. Education and Social Awareness We are keen to assist educators and local authorities in using football as a positive role model for children. With this in mind we produced a social issues comic. 20,000 copies were distributed to children between the ages of 8 to 16 years across the South East. With consultation from social services, the local police and ChildLine we visited local primary and secondary schools during school assemblies to talk about the social issues in the comic. Teachers felt that the visits were successful in influencing children across a wide spectrum of issues, including drug-taking and truancy. We provided a programme of football coaching on local housing estates, particularly targeting areas where youngsters are at risk of offending. Children aged from 7 to 15 years were coached in the evenings at times when crimes are often committed. On the Churchill Gardens Estate, coaching sessions were run three nights per week, 40 weeks of the year, with a total of between 50 and 70 children taking part each week. CHELSEA On the Ebury Bridge Estate, coaching sessions were run two nights per week, 40 weeks of the year, with children per week. 98

106 Club Charter Reports 2001/02 Chelsea We recently appointed, in association with Barclaycard, an Officer for Education and Disability, and will soon be employing a full time female FITC Officer. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nationwide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. The Club has formed a partnership with Acton and West London College, who deliver The Prince s Trust Volunteers Programme in the Acton, Southall and Hammersmith & Fulham areas. The Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement and each programme usually has between 10 and 15 volunteers and is led by a full-time team leader. During the last year the Club has supported more than 30 young people on 4 teams of volunteers. Our objective has been to contribute to the delivery of challenging and high quality programmes and to help raise the profile of the Volunteers Programme amongst young people in the West London areas. Support provided by the Club has included: Use of the Club s pitch to host a World Cup football tournament A venue for an end of team presentation 4 x signed footballs for each team they supported The offer of adverts and editorials in match day programmes During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included working with the Gibbs Green School for children with emotional behavioural disorders. This involved using the money raised from the football tournament held on Tuesday 14 May to take a group of children from this school on residential courses. Gibbs Green School has close links with Chelsea Football Club and was recommended by Michael Cole, Community Officer at the football club, as a potential community project for the team. The percentage of volunteers who went on to employment, further education or training after completing their programmes was 70%, matching the Volunteer programme s national average. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and Chelsea football club is committed to supporting the work of The Prince s Trust next season. CHARITIES The following Match Day Ground Collections were held: CHELSEA 99

107 Chelsea Club Charter Reports 2001/02 Saturday 8 September 2001 Saturday 13 October 2001 Saturday 15 December 2001 Saturday 19 January 2002 Saturday 20 April 2002 Saturday 11 May 2002 Lymphoma Association RSPCA NCH Rotary Club Chelsea Anthony Nolan Bone Marrow Trust Chelsea Disabled Football Team We increased our allocation of tickets to Chelsea Children s Trust, issuing them with between 25 and100 tickets for each match. We supported Scope by donating an item for auction - an overnight stay at Chelsea Village Hotel (for two people) with evening meal. We also included a signed pillowcase which kept with the theme of the hotel stay. The Chelsea Club also donated a one-day family voucher for use of the Club s leisure facilities. We received numerous requests from charities and individuals for visits and donations for auctions and raffle prizes. It is not possible for us to accommodate all requests from a hospital or individual for a visit from a Chelsea player, but we do respond to all requests with a letter from their favourite team player and usually with a signed item. Last season Chelsea Football Club opened their training sessions on average two days per week for Charity groups to attend and observe training. They were also able to stay to collect autographs and have photographs taken with the players. For smaller groups they would then be invited to the Chelsea players canteen for lunch and another opportunity to chat with the players. The 1st team squad also made a special visit to the Chelsea and Westminster Hospital during the Christmas period and spent time with the children who were in hospital at that time. Visits were also made to CHASE Children s Hospice during the season. ELIMINATING RACISM AND DEALING WITH RACIST BEHAVIOUR In a joint effort with the local police we took part in a covert police operation over four games last season which resulted in the suspension of 64 season ticket holders and Club members. Posters were displayed for Operation Athena - a Metropolitan Police Anti-Racism campaign. Football In The Community staff handed out "Kick Racism out of Football" posters at several of our matches. We supported the Kick It Out National Anti-Racism Week at our game against Leicester City on Saturday 13 October We displayed the KIO Banner at that match and for the remainder of the season and ran their advertisement in our matchday programme. The Kick it Out (KIO) magazine was distributed in our mega store, family centre and via our Football in the Community scheme and we ran the tannoy announcement using text supplied by KIO. We also played an Anti-Racism song on our PA system before the match and handed out KIO badges and stickers. CHELSEA Show Racism the Red Card were allowed access to our pre-season photocall and produced a team photograph with players holding Red Cards and the Show Racism the Red Card message. 100

108 Customer Charter 2001/02 Derby County 1 ACCESSIBILITY DERBY COUNTY FOOTBALL CLUB CUSTOMER CHARTER DERBY COUNTY 1.1 The Club continues to strive for wider access to matches by offering: a broad range of ticket prices, the most expensive of which is currently 30 for an adult AA category seat for a "Platinum" category game, the least expensive adult ticket is 20 for a C category seat, for a "Silver" category game at least 5% of tickets for each game to be made available to non-season ticket holders. However, tickets may still only be issued to non-season ticket holders using loyalty schemes dependant upon number of home matches attended half price concessions for junior supporters and senior citizens. Reduced price concessions to supporters with a restricted view of the pitch and members of our Young Adult membership scheme the North Stand, has an area for the exclusive use of family groups and our junior supporters, the McDonald s Young Rams assistance for disabled supporters and their carers. Disabled Liaison Officer, Keith Marson can be contacted on (01332) for details regarding disabled facilities and ticket allocation free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match season tickets payable by four monthly payments through the club s direct debit scheme, or by six or ten monthly instalments through the Associates Club Plan (APR23.9%). 1.2 Tickets for Cup Competitions at an identical price to League matches unless otherwise changed by the Chairman and the Board of Directors. Home Cup tickets will be allocated as follows: Season Ticket holders will (for a limited period only) have the right to purchase their usual seat for all home cup games. Season Ticket holders will also gain a priority to purchase additional non-season ticket seats. However, for games with an expected high demand, additional ticket purchases may be limited to one additional ticket per season ticket. Non-season ticket holders may purchase tickets after season ticket holders. However, tickets may only be issued using a loyalty basis, dependant upon number of home games attended through the season. 1.3 Refund policy re tickets. Tickets will be refunded without question 24 hours before kickoff. Refunds less than 24 hours before kick-off will only be given under exceptional circumstances and are at the discretion of the Ticket Office Manager. 101

109 Derby County Customer Charter 2001/02 DERBY COUNTY 2. AWAY SUPPORT 2.1 The Club s supporters are allocated tickets for away matches as follows: Season Ticket holders will be given priority over other supporters on application, at the rate of one ticket per season ticket held. Three year and away season ticket holders gain a priority booking over all other season ticket holders, details of how and when this priority can be claimed will be published in the matchday magazine or will be made available from the Ticket Office. Tickets will be issued to all Season Ticket holders on a "First come first served" basis. However, for games with an expected high demand a loyalty basis dependant upon number of away games attended this season will be used. (The higher the number of away games attended, the higher the priority becomes to gain tickets). The home club determines the cost of these tickets. 2.2 The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular, our concessionary rates offered to junior and senior citizen supporters apply to supporters of a visiting club. 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs by providing a minimum of 3,000 tickets to visiting clubs. In addition to this, the Club will provide a minimum of a 10% equivalent of the home disabled spectator accommodation to the visiting club. 3. LOYALTY AND MEMBERSHIP 3.1 The Club runs a Young Adult Membership scheme. This enables all supporters aged 17 to 21 years to purchase reduced price match tickets. 3.2 The Club runs a Privilege Card scheme as an exclusive offer to season ticket holders, representing added value to season ticket purchase. The full details of this, including a list of businesses offering discounts through the card, are published in a club directory, issued to every season ticket holder as part of his/her package. 3.3 The Club offers Derby County Financial Services in four elements: credit card; unsecured loan; insurance; saver account the credit card has an APR of 6.9% for balance transfers for the first six months and no annual card fee, as well as an attractive 19.9% standard APR (21% for cash advances) the unsecured loan facility allows Derby County supporters to borrow from 500 to 15,000 with APRs of 11.9% to 19.9% respectively. No set up fees are required and a rapid response is promised through the service provider, Paragon Personal Finance following the amalgamation of CGU with Norwich Union, our insurance provider will be Norwich Union and offering competitive rates negotiations have been concluded with The Derbyshire Building Society and details of a saver account will be in place by the commencement of the season. 102

110 Customer Charter 2001/02 Derby County 3.4 The McDonald s Young Rams membership now exceeds 5000 and has an annual membership fee of 10 (free membership for season ticket holders). The membership package consists of membership card and certificate, personal organiser, Christmas and birthday cards via postal service, Rams Superstore discounts, home match ticket concessions, away travel concession (selected matches), special events (i.e. Pantomime) and pre-match activity at the JJB Soccerdome adjacent to Pride Park Stadium (Saturday only). McDonald s Young Rams members also have the facility to exclusively interact with other members and Derby County players through their own website DERBY COUNTY 4. CONSULTATION AND INFORMATION 4.1 The club consults supporters on a regular basis through various forums, the FAPL annual fans survey and supporter panels. Season Ticket holders are frequently contacted by newsletter and also have an exclusive forum each month.this involves both management and playing staff, in the Baseball Bar & Grill facility, at Pride Park Stadium. 4.2 The Club publicises its position on major policy issues in official programmes, magazines and websites. 4.3 The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The Club undertakes research on the design and number of new Strips. 5. COMMUNITY ACTIVITY 5.1 Derby County have developed a broad based approach to the Football in the Community programme. Activity is wide ranging and seeks to include maximum participation at grass roots level across the county. 5.2 Schemes have been designed to include comprehensive out of school hours coaching activity as an extension of our highly successful Playing for Success, government backed study support initiative. 5.3 Other key areas of development seek to encourage increased opportunity for football related activity in areas targeted for regeneration. The existing holiday and schools based coaching will continue to expand and will encompass areas of special need such as work with pupils excluded from mainstream school provision. 5.4 Derby County will continue to utilize local sponsorship to assist the funding of community based activity alongside other potential funding partners. 5.5 Derby County have an official mascot named "Rammie", a key member of the community team. In addition to normal matchday function, "Rammie" operates a literacy campaign in primary schools, reading to pupils in classroom or assembly. He also attends charity functions, fetes and provides entertainment at children s parties. 103

111 Derby County Customer Charter 2001/02 DERBY COUNTY 6. MERCHANDISE 6.1 All home replica strips are designed to have a minimum life span of two years. However, where this is not possible, public announcements will be made. Away strips are currently designed to have a life span of one year. 6.2 All replica strips have dated swing tickets detailing the launch of the product. 6.3 Replica Kit launch dates will be available from any of our retail outlets upon request. 6.4 The Club will carry out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strips. 6.5 The Club will refund or credit for any product that is not of standard. 7. STAFF CONDUCT 7.1 The Club has a clear disciplinary procedure, which is set out in employees contracts. 7.2 The Club is committed to the principle of equal opportunity in employment. Accordingly, our employment policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic or national origin, disability, trade union membership or non-memberships, sex or marital status. 7.3 The objective of the Club s anti-discrimination policy is to ensure individuals are selected, promoted and otherwise treated on the basis of their relevant aptitudes, skills and abilities. 8. CUSTOMER SERVICE 8.1 The Club responds to any clearly defined contact from a customer within a maximum of seven days. 8.2 The Club responds by telephone, or letter. 8.3 The Club encourages customers to contact the department relevant to their query, but Chief Executive, Keith Loring and, in his absence, Club Secretary, Keith Pearson, has overall responsibility for customer service. 104

112 Club Charter Reports 2001/02 Derby County DERBY COUNTY FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 Derby County Football Club has knowingly and continually operated within the parameters of the F.A. Premier League Rulebook in line with all matters relating to the Customer Charter. This charter was published by the Club prior to the commencement of the FA Barclaycard Premiership season, in August 2001 and is available on our website, in the Club Info section. A printed version was issued to all season ticket holders as a "pull-out" section of Rampage magazine, also published in August In addition to this, the Customer Charter was available upon request via the Customer Relations Office at Pride Park Stadium by ing [email protected] or by telephone on DERBY COUNTY The Charter Report 2001/02 covers all matters at the Club relating to our Customer Charter and the recommendations of the Football Task Force ACCESSIBILITY The Club fulfilled its pledge in providing supporters with a wider access to matches through: Stretching our range of ticket prices Special promotions A Buyback scheme A range of concessionary prices Season ticket instalment schemes TICKETING Match tickets for FA Barclaycard Premiership fixtures were divided into three categories, "Platinum, Gold & Silver", dependant upon the perceived quality of our opponents and a foreseeable demand in ticket sales.the fixture programme consisted of: 5 Platinum, 4 Gold & 10 Silver category matches. A scale is listed below showing adult ticket prices per seating category, the stadium capacity for each category and the percentage availability for match day sales. Category Capacity Platinum Gold Silver Percentage* AA % A % B % C % D % *The balance in percentages for each seating category equates to season ticket numbers.thus in total 31.88% of our tickets were available to non-season ticket holders. The ticketing policy here clearly indicates that we are committed towards catering for families by encouraging young children to attend with adult supervision. Provisions were made for this with changes to C & D category seating areas throughout the stadium, introducing new season ticket pricing for Junior (aged 11 to 18) and Junior/Junior (aged 10 and under). The relevant prices were 95 and 50, respectively. 105

113 Derby County Club Charter Reports 2001/02 DERBY COUNTY Our Young Adult season ticket (aged 19 to 21) was introduced, proving to be a major success as its intention was to assist fans, which were still in education or just starting employment. This facility offered a 50% reduction on normal adult season ticket prices. The McDonald s Young Rams Supporters Club enabled children of any age up to 18 years to purchase a match ticket combined with that of an adult for; 25 Platinum, 24 Gold and 21 Silver category fixtures, respectively. An enclosure within the McDonald s Community Stand provided seating for this facility, which was restricted to members only. The Club also embarked upon a children s reciprocal visit scheme in conjunction with; Arsenal, Aston Villa, Blackburn Rovers, Bolton Wanderers, Charlton Athletic, Everton and Leeds United. The concept was that each participating club provided 50 free tickets to the young supporters club at each of the above for their relevant visits. Derby County were innovative with the introduction of the Senior Citizen Extension season ticket, enabling category C season ticket holders to obtain the concessionary price reduction at the age of 55. Previously, we had unified the male and female senior citizen ages, reducing from 65 to 60 in all categories. The purchase of a season ticket bears a significant financial commitment and Derby County introduced our Buyback Scheme. If a season ticket holder was unable to attend a match and the game was acknowledged as being "sold out", the Club then reimbursed, pro-rata, the season ticket holder s seat value, provided that one week s prior notice was given. Derby County operated a concessionary season ticket purchase facility for Disabled Supporters priced at 170 for supporter and personal assistant or 100 for supporter without personal assistant. This applied to both ambulant and wheelchair disabled supporters. Match day ticket purchases at any location in the stadium were priced at 15 for supporter and personal assistant and 10 for supporter without personal assistant. Disabled seating statistics for Pride Park Stadium are listed by the following categories: HOME FANS Wheelchair Personal Ambulant Personal Visually Personal Assistant Assistant Impaired Assistant Elevated Grnd Level AWAY FANS Wheelchair Personal Ambulant Personal Visually Personal Assistant Assistant Impaired Assistant Elevated Grnd Level TOTAL Wheelchair Personal Ambulant Personal Visually Personal Assistant Assistant Impaired Assistant The Club introduced a new match ticket structure (previously mentioned in the opening paragraph) and in addition to this provided three "Silver" category fixtures with special offer pricing for category C seating. The matches against Charlton Athletic 20/10/01, Southampton 17/11/01 and Fulham 02/01/02 offered adult seating at 15 and juniors at 1. This facility was extended to the visiting supporters, as they had seating of comparable standard. 106

114 Club Charter Reports 2001/02 Derby County The Club has 20 restricted view seats, which are sited adjacent to the match control room in the East Stand.These are not in use. No matches were abandoned during the 2001/02 season. DERBY COUNTY Derby County were able to provide a payment plan for supporters wishing to spread the cost of their season ticket over a limited period. The Club offered a direct debit scheme (with no interest charges), which was subject to an administration charge of 10 for adults and 5 for concessions.the Associates Club Plan was also an option at an APR of 23.9%. Our FA Cup fixture with Bristol Rovers on Sunday, 6th January provided supporters of both teams with tickets at a reduction on normal match day pricing. Prices were 15 adult and 7 concession. Despite ending the season in 19th position in the league table, Derby County Football Club enjoyed an average attendance of 29,818, a record for Pride Park Stadium. 2. AWAY SUPPORT Derby County implemented a new scheme for fans travelling to away fixtures, namely RamsAway. This scheme eliminated the inconvenience of applying for away match tickets and payment was made by direct debit. Tickets were automatically sent to the member as soon as Derby County were in receipt of our allocation. A joining fee of 25 covered administrative and postal costings. Additionally, each member qualified for a 1 discount on the Club s official coach travel service, known as RoadRider. The RamsAway membership was restricted to 500, all of whom must have been in possession of a valid credit card account. In addition to RamsAway, the Derby County Supporters Club (officially recognized by the Club) had a limited quantity of away tickets to be used exclusively by their members. Season ticket holders were able to purchase the remainder of the tickets and would qualify for them on the basis of previous matches attended with a larger figure providing the higher priority. Derby County upheld FAPL rules offering 3,000 tickets to visiting clubs and in addition to this, provided a minimum of a 10% equivalent of the home disabled spectator accommodation to the visiting club. The distribution of all disabled tickets was handled by Derby County ticket office to avoid the possibility of misuse. 3. LOYALTY & MEMBERSHIP The Club introduced its Young Adult Membership scheme prior to fixture commencement in August. The prime benefit of this scheme was in providing a discounted match ticket with a 50% reduction on normal match day pricing. Proof of age, i.e. birth certificate was required to validate membership and a passport sized photograph of the member was incorporated within the membership card to prevent misuse. One discounted match ticket for each of the 19 home fixtures was allowed.the scheme proved to be successful with 568 members enrolling. A significant benefit of being a season ticket holder was in the Privilege Card scheme. Each ticket holder was issued with a personalized card accepted by over 170 different companies supporting the scheme, each providing a specific discount on their product range to the card bearer. An 107

115 Derby County Club Charter Reports 2001/02 DERBY COUNTY informative handbook supplemented the card, featuring all the participating companies in addition to information such as player profile, fixtures, services and stadium regulations. In accordance with Customer Charter Rule 3.3, relating to the four elements of Derby County Financial Services, the credit card, unsecured loan, insurance and saver account facilities, were all maintained and actively in use. The McDonald s Young Rams Supporters Club has a membership of almost 5000, all of which subscribe by an annual membership fee of 10 (Junior and Junior/Junior season ticket holders were entitled to free membership). All who enrolled received a membership card and certificate, match day ticket application form, an autographed sheet by the players and a voucher to redeem a personal organizer. Benefits of membership included, a free drink in McDonald s Restaurants prior to each home match, personal access to the YoungRams.com website, discounted match ticket package and invitation regarding special events. All Derby County match mascots were chosen exclusively from the membership. 4. CONSULTATION & INFORMATION We consulted our fan base throughout the season through fans forums, a supporter panel and supporters club roadshows. SUPPORTER PANELS At the Derby County v Liverpool fixture on Saturday, 1 December 2001, we invited 12 supporters to attend the supporter panel, which was facilitated by the F.A. Premier League. In an attempt to establish a specific blend, reaching all aspects of supporter opinion, the 12 panel members invited were chosen as; 9 male and 3 female, of which 7 were season ticket holders, 3 non-season ticket holders, 1 corporate client and 1 disabled supporter. Club Secretary, Keith Pearson, welcomed the panel members and the meeting was observed by Customer Relations Manager, Mike Umphray. Topics discussed included our Customer Charter, travel, parking and catering. FANS FORUM (open meetings with players or Club staff in attendance) We held this type of function on five separate occasions at Pride Park Stadium all of which were broadcast live-worldwide on the internet. 2 October 2001 Baseball Bar & Grill. Carbonari, Poom & Boertien in attendance. 175 fans present. 20 November 2001 Pirelli Suite. Carbone & Ravanelli in attendance. 350 fans present. 18 December 2001 Pirelli Suite. Craig Burley & Manager, Colin Todd in attendance. 350 fans present. 22 January 2002 Baseball Bar & Grill. Riggott, Higginbotham & Bolder in attendance. 150 fans present. 26 February 2002 Pirelli Suite & Toyota Suite combined. Manager, John Gregory and Branko Strupar in attendance. 800 fans present. 108

116 Club Charter Reports 2001/02 Derby County Roadshow events (similar to fans forums but for supporter club members only) at individual supporters club branches are listed as follows. 30 October 2001 Heanor Branch Forum with Luciano Zavagno, Youl Mawene and Pierre Ducrocq in attendance. DERBY COUNTY 13 March 2002 Alfreton Branch Forum with Paul Boertien, Adam Bolder & Chief Executive, Keith Loring in attendance. 18 March 2002 Derby City Centre Branch Forum 30 April 2002 Castle Donington Branch Quiz Night The Derby County Supporters Club Annual Awards Night was held at Pride Park Stadium on Tuesday, 7 May and attended by 10 players, Derby County Chairman, Lionel Pickering and Chief Executive, Keith Loring. Derby County assisted in the production of a monthly newsletter from the DCDSC to all disabled season ticket holders. The newsletter provided information regarding social events and ticketing matters and we helped the DCDSC by mailing it and out and helping with the editing. 5. COMMUNITY Derby County are renowned as a community friendly club and have ongoing links with charities, hospitals and disability groups. Our involvement with all Derbyshire, East Staffordshire and West Nottinghamshire schools is the most prominent aspect of community links. We offered discounted ticket packages for school parties from all these areas to visit Pride Park Stadium to see Premiership football. Teachers who were supervising 8 children were able to purchase tickets for themselves at a cost of 8, with all children s tickets costing 1. FOOTBALL IN THE COMMUNITY (FITC) Our FITC scheme operates in conjunction with the Footballers Further Education and Vocational Training Society (FFE & VTS) and is self funded. The scheme met their criteria in relation to the coaching of children of all abilities. Sponsors were obtained to assist with operational costs and McDonald s Restaurants, Midlands Co-op, Ron Brooks (Toyota), Acordis and Barclaycard were introduced. Our close links with Derbyshire County Council brought an increase in the number of working hours spent by our coaching staff in the county s schools over those of previous years. Specialized coaching for children of all disabilities was also introduced at two locations. School Holiday Courses 32 Centres children In-School Coaching 2,000 hours 16,826 children in Derbyshire Schools Competition Boys U/11 s 232 boys. Girls U/13 s 248 girls Disabled Coaching 30 weeks at Burton on Trent 45 adults and children 6 weeks at Mackworth College 27 adults and children 109

117 Derby County Club Charter Reports 2001/02 DERBY COUNTY After School Clubs were set up to follow on from curriculum coaching at Derby High, Markeaton Primary, Lansdowne Infant, Blaydon House and Springfield Primary schools, respectively. In addition to this, the Study Support Centre at the Club was used to promote both numeracy and literacy during curriculum time. The Derby County Academy Under19 players provided pupils with interviews as part of the study support. Educational tours of the stadium and coaching at the JJB Soccerdome were part of the package. This scheme was available to any school that wished to participate. STUDY SUPPORT CENTRE The Derby County Study Support Centre was opened to 15 Derbyshire schools in a pilot programme being run in conjunction with the Derbyshire LEA for Year 5 (10 year old) children. The objective was to service areas of social or economic exclusion and hopefully assist in the regeneration of such. The concept here, consisted of a three-day programme to develop key literacy skills, related to journalistic style in order that the children produce a newsletter, which could be given to parents, friends and school colleagues alike. The visit to Pride Park Stadium was planned in accordance with the knowledge that each child would have the opportunity to interview a Derby County Under19 Academy player, report their findings and using computer skills, form a report which could be edited into a newsletter format. An educational tour of the stadium was part of the programme and an hour of football coaching at the JJB Soccerdome was involved to conclude the days visit. Derby County Football Development Officer, Simon Carnall supervised the operation whilst the school parties were on site at Pride Park Stadium, he followed up each visit to evaluate the success of the programme and was very impressed with the high quality of work being produced. The programme brought to many a "feel good factor", with a significant number of children visiting a football stadium for the very first time. The operation being funded by the Derbyshire LEA. PLAYER APPEARANCES Derby County players attended several events: Paul Boertien presenting a team kit at Dale Primary School Brian O Neil attended coaching sessions at Derby Moor School Marcus Tudgay and Lee Grant attended the Railtrack Cup Awards Presentation for the U/11s Schools Competition Lee Morris presented reading certificates to children at Sinfin School Adam Bolder and Richard Jackson presented trophies at the Derby Community League, Annual Awards Presentation at the Assembly Rooms, Derby Derby County players were actively involved in community matters, their appearances being controlled by the Player Liaison Officer.These were administered upon a rota basis to ensure all players were fairly included. McDONALD S YOUNG RAMS These youngsters enjoyed additional benefits of their membership with social activities taking place at the following locations: 110

118 Club Charter Reports 2001/02 Derby County 28 September 2001 Over 400 attended the Disney "Toy Story on Ice" Show at Nottingham Ice Stadium, the Club having obtained discounted tickets specifically for the Young Rams membership. 13 December 2001 Christmas Carol Service at St. Peters Church, City Centre with Ian Evatt, Paul Boertien and Lee Morris attending. DERBY COUNTY 10 January 2002 The Club block booked the evening performance at the Derby Playhouse, enabling the Young Rams to visit the pantomime "Jack & The Beanstalk". Club Mascot "Rammie" made an on stage appearance. 5 May 2002 The season ended with the Pride Park Fun Run event being held at the stadium with Warren Barton, Mart Poom & Ian Evatt assisting with the Prize presentations. We held coaching sessions for a number of Young Rams members prior to kick-off at 15 of our 19 home fixtures for the season. This facility was conducted by Derby County coaching staff and took place at the JJB Soccerdome, which is adjacent to Pride Park Stadium. Their parents were provided with spectator facilities and two Derby County first team squad players attended each session providing support and signing autographs. ANTI RACISM Derby County actively supported the "Lets Kick Racism Out Of Football" campaign with an editorial feature in the match programme on 20 October at the Charlton Athletic fixture. Also, on the opening day of the season we ran an advertisement in the match programme against Blackburn Rovers. Our launch regarding anti-racism was fronted by first team players, Youl Mawene and Marvin Robinson. Our partnership with Derby Racial Equality Council continued and we provided them with 350 complimentary tickets for the Charlton Athletic fixture, which were distributed amongst local ethnic minority groups. Derby County were also the catalyst in arranging a charity match between Normanton Allstars and Derbyshire Constabulary. This was aimed at forming a bond between the police and the community in an area of the city which has a high content of racially motivated crime. The proceeds from the match are to fund the Afghanistan Children Appeal. Normanton Allstars are a team consisting of players of ethnic minority origin who also have recently received an award within the Barclaycard "Free Kicks" Scheme. The Club supported the "Rule Out Racism" poster competition for primary schools within the region, which was a Derbyshire Constabulary/Local Authority initiative. We donated complimentary tickets as our contribution to the prize award structure. 111

119 Derby County Club Charter Reports 2001/02 DERBY COUNTY CHARITIES Our support of charities that operate both locally and nationally has been beneficial to many who applied to stage collections, pre-match at Pride Park Stadium. Listed here are details of the matches, recipients and cash collected. Blackburn Rovers 18/08/01 Magic Appeal 570 West Ham United 08/09/01 RAFA-Battle of Britain Appeal 614 Chelsea 28/10/01 Royal British Legion 676 Southampton 17/11/01 Order of St. John 500 Bolton Wanderers 08/12/01 Multiple Sclerosis Society 827 Aston Villa 22/12/01 Rainbows Children's Hospice 531 Fulham 02/01/02 Treetops Hospice 312 Ipswich Town 19/01/02 Crossroads-Caring for Carers 369 Tottenham Hotspur 02/02/02 Girls & Boys Brigades, Derbys. 200 Sunderland 09/02/02 Marie Curie Cancer Care 971 Manchester United 03/03/02 Derbys. Association for Blind 609 Everton 23/03/02 Jenny O Neill Diabetes Centre 710 Leeds United 27/04/02 KIDS 357 In support of a football-wide initiative, the Derby County v Newcastle United fixture on Saturday, 13 April was designated as an NSPCC Full Stop Campaign Day. The Club donated a percentage of match programme sales and sponsorship activities, match day mascot function and pre-match & half time on-pitch activities. Over 15,000 was raised for the NSPCC for funding their operation within the Derbyshire area. The Prince s Trust is a charitable organization that we have continually supported as a result of the long-term partnership between the Prince s Trust, the FAPL and The Football Foundation. As a result of our ongoing relationship with The Princes Trust, Derby County formed a partnership with Derby College, who deliver The Prince s Trust Volunteers Programme in Derbyshire. This programme was a twelve-week personal development course for young people aged between 16 and 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and onwards into employment. There was a clear focus on team building and community involvement, each programme had between 10 and 15 Volunteers and all were guided by a full-time Team Leader. Throughout the year, the Club supported 77 young persons on 7 teams of volunteers. The Club provided conference and meeting facilities for the induction session in Week One of the programme, merchandise signed by players (to fund raise community projects) and a tour "behind the scenes", viewing facilities at Pride Park Stadium. Additionally, the volunteers were able to attend a Catering Careers Seminar held at Pride Park Stadium, in October. Two groups of volunteers had their final team presentations in The Pirelli Suite, both attended by Derby County personnel. Derby County allowed The Prince s Trust use of the Club logo in promotion of their campaign. At Derby College s "Team 33" presentation in January, the Club was recipient of a merit certificate in recognition of our support for The Prince s Trust locally. BBC Newsreader and Prince s Trust Ambassador, Sophie Rayworth, made the presentation, which was accepted on behalf of Derby County by Press & PR Manager, Damon Parkin. 112

120 Club Charter Reports 2001/02 Derby County Sport 2000 is a Charitable Trust jointly founded in 1994 by the Chief Constable for Derbyshire Police and Derby County Chairman, Lionel Pickering. The concept was to create, within the communities of Derbyshire, a sustainable sport and recreational initiative providing an alternative to crime amongst young people. This season, the Club continued its usual commitment in supplying conference facilities, management consultancy and complimentary match tickets as rewards for achievement. There were 15 areas within Derbyshire being catered for by the scheme, namely Gamesley, Creswell, Shirebrook, Derwent, Newhall, Fairfield, Clay Cross, Rother, Sawley, Aldercar, Abbey, Lowgates & Woodthorpe, St. Helens, Eckington and Brimington. An average of 250 children per area were involved in the scheme. Derby County provided 200 complimentary tickets to the organization for use as reward for achievement in the areas that excelled. DERBY COUNTY The Club hosted the annual Football Aid match at Derby County s old stadium, The Baseball Ground on Sunday, 12 May. The two teams were managed on the day by former Rams icons Dave Mackay, John Newman, John McGovern and Gordon Guthrie. Team Captains were ex-players Roger Davies and David Nish with the Away team winning a keenly fought contest, 1-0. Bidding reached 6760 and is to be divided amongst the Juvenile Diabetes Research Foundation UK,The Prince s Trust and a local charity nominated by the Club. Our chosen charity is The Derby Royal Infirmary, Stroke Unit who is seeking funding to purchase an electrically powered wheelchair for patients in the Ward. At the beginning of December, Chellaston Junior School was subject to a burglary and a wide range of Christmas chocolate selection boxes were stolen. As soon as Derby County became aware of the incident we quickly provided them with replacements and first team player, Malcolm Christie stepped in to distribute them to the delight of pupils. CLUB MASCOT - "RAMMIE" As a key figure within the community team, Rammie fronts many projects undertaken in providing comfort and happiness for children who are taken ill or disadvantaged in some way. The popularity of Rammie s work was borne out by the results of the FAPL National Fan Survey 2001, in which his approval rating was higher than that of any other Club mascot. In addition to his match day function, Rammie operates the "Reading is Fun" campaign at which he attends infant and primary schools in Derbyshire, East Staffs and West Notts, reading to children either in class or at assembly, in full costume. This year, 287 schools requested his attendance within the scheme and 138 have been completed since its introduction in November The concept is to promote literacy, road safety and the dangers of talking to strangers. A follow up scheme features the "Look, Learn & Listen" tour of Pride Park Stadium where young children are introduced to a modern football stadium. Rammie provides each school that attends with a football signed by Derby County players, for use in a raffle to assist with school transportation costs to the stadium. Sixty schools have so far taken up the opportunity. Children s birthday parties at Pride Park Stadium are also a key feature of Rammie's events programme in which children have a tour of the stadium and a penalty shoot-out in the "warm up" room adjacent to the Home Dressing Room. This is followed by a meal, with birthday cake, in the Baseball Bar & Grill. 119 parties have taken place this season. 113

121 Derby County Club Charter Reports 2001/02 DERBY COUNTY DISABILITY The disabled policy and facilities at Pride Park Stadium all comply with the Football Task Force recommendations on "Improving Facilities For Disabled Supporters". Full time Disabled Liaison Officer, Keith Marson, was based at the stadium and was administrator in relation to the purchase of disabled season tickets and supply of match day ticket s for wheelchair, ambulant, visually impaired and all other disabilities. He was also responsible for the allocation of disabled parking. The Club has a specific address at which he may be reached, [email protected]. Home and away disabled fans were able to sit amongst their fellow supporters in covered viewing accommodation, and stewards trained in disability awareness were on hand to assist them. Lowered refreshment counters were available in all the relevant areas and a waiter service was also provided pitchside. Supporters who were visually impaired could access commentary in three different areas of the ground via a radio induction loop system. 20 headsets were available upon request. During the season, the Club installed a Minicom textphone which was compatible with the internal system. This ensured that any inquiries via this method could be directed to any given individual within the Club. Disabled parking facilities at the Club consist of almost 200 spaces in 3 locations with 8 being provided in close proximity to the visitors enclosure for away fans. Golf buggies with drivers ferry those with mobility problems from the car parks to their relevant point of entry into the stadium. This facility was a pre and post match operation. At Birmingham s Botanical Gardens on Tuesday, 11th September, Derby County Football Club won 1st Prize in the 2001 Heart of England Tourist Board, Excellence in Tourism Awards in the category of "Tourism for All". This award was for the Club s superb facilities and administration of disabled supporters visiting the stadium. Chief Executive, Keith Loring accepted the award on behalf of Derby County from President of the Heart of England Tourist Board, Lord Willoughby de Broke. Derby County were invited to attend the International Blind Football Tournament at The Royal College for the Blind, which is based in Hereford. The tournament took place on 8th, 9th & 10th March contested by teams from England, France, Greece and eventual winners, Spain. Customer Relations Manager, Mike Umphray attended the Opening Ceremony and subsequent matches in representation of the Club. 6. MERCHANDISE The Club introduced new home and away kits as a result of a change in shirt sponsorship, namely the introduction of Marstons Pedigree. The previous arrangement had expired upon completion of contract and the Club maintained Customer Charter Rule 6.1 relating to kit life span for replica strips. This design of both the home and the away kit will be retained for the 2002/3, season. 114

122 Club Charter Reports 2001/02 Derby County Swing tickets are fitted to all Derby County replica kit. On the home kit the ticket displays "2001/02 season, Launch date Monday, 27 August 2001". On the away kit the ticket displays "2001/02 season, Launch date Saturday, 10 November 2001". On 27 December 2001 until 19 January 2002, the Club introduced the "Old Rams Shirts For New" campaign alongside the "Red Shirt Amnesty" campaign. The concept here was that if you brought in your old outdated Derby County replica shirt you could obtain a new one (both home or away) at a 15 reduction. Any other Premier League or Football League shirts exchanged would qualify for a 10 reduction. If it was a Manchester United or Nottingham Forest shirt the customers were logged and the first two selected from a random draw, each received a Pair of BMi Return Flights to Paris. DERBY COUNTY Over 2500 shirts were exchanged via the scheme and the old shirts were sent to Third World countries via charitable organizations. 7. STAFF CONDUCT The Club upheld Customer Charter Rule 7.2 relating to employment, training, development and promotion. All employees are duty bound not to discriminate against fellow employees, customers, suppliers or members of the public. 8. CUSTOMER SERVICE The Club upheld its Customer Charter Rule 8.1 in responding to customer inquiries: 100% of these inquiries were acknowledged within the specified maximum of 7 days. The Club responded in these cases by telephone, or letter. Customer Relations Manager, Mike Umphray, handled customer complaints in liaison with the relevant Department Manager or ultimately, the Chief Executive. This enabled the Club to meet the specified response time for customer complaints. He also logged and reported complaints to the FAPL in the specified format. 115

123 Derby County Club Charter Reports 2001/02 DERBY COUNTY 116

124 Customer Charter 2001/02 Everton EVERTON FOOTBALL CLUB CUSTOMER CHARTER 1. ACCESSIBILITY 1.1 The Club continues to strive for wider access to matches by offering: a broad range of ticket prices for season 2001/2002 (See attached list). Customers buying more expensive seats or packages enable us to charge other customers less for their tickets at least 5% of tickets to each game to non season ticket holders EVERTON concessions for junior supporters and senior citizens who are over 65 years of age an area of the ground for the exclusive use of family groups and junior supporters support for disabled supporters and their carers - Mrs. Maureen Hawksey (Everton Disabled Supporters Liaison Officer) can be contacted for details of our disabled facilities and ticket allocation on free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick off, spectators are entitled to a 50% reduction in admission charges to the rearranged match on production of an appropriate ticket. Details will be publicised The Club has an agreement with a leading finance house to enable supporters to purchase Season tickets by instalments at attractive commercial rates. 1.2 Tickets for Cup Competitions are priced no higher than Premier League prices. For the early rounds of Cup competitions the Club will consider a reduction in the cost of admission. Tickets are allocated in accordance with the rules of the competition and after consultation with the visiting club. The Club will endeavour to give priority to season ticket holders to purchase their specific seat for all ticket games for a specified period, before general sales. 1.3 Refunds are available if the whole ticket is returned to the Box Office where it was purchased not less than 24 hours prior to the advertised kick-off time. Refunds are made by company cheque - no cash refunds are given. 1.4 The Club will offer a reduction of 1.00 on all seats identified obstructed views in accordance with the Football Licensing Authority s guidelines. 2. AWAY SUPPORT 2.1 The Club s supporters are allocated tickets for away matches as follows : On production of the appropriate season ticket voucher and a specified (but varying) number of away ticket match stubs. The home club determines the cost of these tickets. 117

125 Everton Customer Charter 2001/ The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club in appropriate areas. 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP EVERTON 3.1 The Club runs a J-Blues Supporters Club. The benefits are A credit card style membership card Free membership Christmas newsletter Welcome letter from the Manager The chance for every Junior Striker to be drawn as Mascot or Toffee Lady for the day 5.00 discount for SIX specified Premier League matches (2001/2002 season) A birthday card for every member 10% discount on merchandise An opportunity to vote for your Player of the Year Free entry into Reserve Games Chance to attend exclusive training session at Bellefield Opportunity to attend a fans day at Goodison Park Chance to go to the Everton Football Club Christmas party McDonald s happy meal for 99p 1 per visit. 4. CONSULTATION AND INFORMATION 4.1 The Club consults supporters representatives on a regular basis through a supporters focus group, FAPL annual fans survey and supporter panels. 4.2 The Club publicises its position on major policy issues in an easily digested format in the Club programme/magazine and in external publications. 4.3 The Club has and continues to develop ways to consult with shareholders, commercial partners, the local authority and other interested parties. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The club undertakes to give the earliest possible notice when the date of a fixture is changed. 4.6 The Club s sportswear partner undertakes, on our behalf, research with regard to the frequency of strip changes and its design. 118

126 Customer Charter 2001/02 Everton 5. COMMUNITY ACTIVITY 5.1 Aims and Objectives To provide a quality programme of activities, accessible to the whole of the community To encourage more people to support Everton Football Club To encourage disability groups to play football and become interested in Everton FC To encourage ethnic minority groups to play football and become interested in Everton FC To encourage female participation in football To provide a community facility to deliver quality activities To forge positive links with communities To encourage more people to play and watch football EVERTON The Club employs Mr. Alan Johnson as our Equality and Community Officer ( ) 6. MERCHANDISE 6.1 All replica home strip designs have a minimum lifespan of two seasons. The Club s away kit, goalkeeper s strip and the third choice strip will be changed seasonally 6.2 The launch date of the next change of kit will be displayed in the Club s retail shop. 6.3 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip 6.4 The Club offers refunds on merchandise in accordance with its legal obligations. 7. STAFF CONDUCT 7.1 The Club is working towards being an equal opportunities employer, and has an equal opportunities policy and an anti-discrimination policy. 7.2 All staff will strive to assist our customers and serve them in a courteous manner. 8. CUSTOMER SERVICE 8.1 The Club responds to any contact from a customer within a maximum of 7 working days. A substantive response will be forwarded within 28 days. 8.2 The Club responds by telephone, , fax or letter. If a customer requests a response in writing, he/she receives one. 8.3 The Club encourages customers to contact the department relevant to their query. Mr Graeme Sharp has been appointed as Fans Liaison Officer ( ). 119

127 Everton Customer Charter 2001/02 EVERTON 120

128 Club Charter Reports 2001/02 Everton EVERTON FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 Our Customer Charter was produced in leaflet format and was available from all Club reception points. It was also published on our website at This report reflects our work in relation to the Charter and to the agreed recommendations of the Football Task Force of TICKETING We continued with our policy of structuring ticket prices to enable more children and families to come to Goodison Park. The prices for both match and season ticket prices were frozen at the previous season's prices and we extended our under 16 pricing to all areas of the ground. EVERTON This season prices for F.A. Premier League matches ranged from 11 to 17 for children, and from to 26 for adults. Season tickets cost 99 for under 11s, from 165 to 235 for under 16s, 198 to 318 for students and senior citizens and 280 to 395 for adults. Concessionary ticket prices were available for juniors and senior citizens in all areas of the ground and adult-child tickets were available in our family section, which had 2,210 seats. This season we sold 21,265 season tickets. Our capacity was 40,176, leaving more than 42% of seats available for match day sale. Season tickets could be paid for with a specially arranged HFC loan at an APR of 17.5% over 10 months (this rate represented an improvement on last year s rate of 19.6%). AWAY SUPPORT 3,079 seats were allocated to visiting Clubs for their supporters and tickets were priced at the same rates as for home fans for comparable accommodation, including concessions. Tickets for Everton away matches were allocated with priority going to the supporters who had attended the most away games. Supporters were asked to save their ticket stubs from this season and last season and attach them to an away savings sheet, which they presented on application for tickets. CUP COMPETITIONS We introduced reduced rates for Cup competitions, to enable more people to have access to the ground. For our Cup games we charged the following prices: When we played Crystal Palace adults paid 10 and juniors paid 5. For our games against Leyton Orient and Crewe, adults were charged from 15 to 20 and junior tickets were available for 10 in all areas of the stadium. 121

129 Everton Club Charter Reports 2001/02 2. CUSTOMER SERVICES REPORTING AND MONITORING Our Head of Personnel Norman Whibley took overall responsibility for customer service. All feedback and our responses were centrally logged, and complaints were dealt with by the department relevant to the query. We responded to the majority of complaints within 7 days. Other matters that took a little longer to resolve received an acknowledgement within 7 days and were dealt with within 28 days. The responsibility for Customer Services within the Club is under review and new procedures may be implemented during season 2002/03. EVERTON 3. INVESTING IN THE COMMUNITY FOOTBALL IN THE COMMUNITY (FITC) Our FITC Scheme was supported with direct funding from the Club of 50,000 as well as accommodation and office support. The Club also helped the scheme to attract other funding from sponsors and Sportsmatch. The remit of our Community Scheme is to give something back : to use our privileged position within our community to offer inspiration and enjoyment through football and non-football based activities. We now have nine full-time coaching and administration staff. Schools Development Programme Coaching, football matches and educational activities were delivered at school facilities free of charge to all boys and girls regardless of ability. This was offered to all primary and secondary schools across Merseyside. 5 coaches attended 4 schools each week for 30 weeks of the year. Approximately 100 children attended each day and we estimate that we reached approximately 60,000 children during the academic year. Schools were also invited to Goodison Park for education days which included a visit to our Extra Time Study Centre for ICT lessons. Girls Football Girls have always been included in all our sessions, but thanks to new sponsorship from Coca- Cola and Sportsmatch we have started girls only sessions. We also intend to run a new girls-only tournament in the next academic year. Two coaches attended 2 schools each week for 30 weeks and 60 children took part each day. We estimate that 7,200 girls participated in the sessions. Disability Football We currently have five different teams representing Everton Football Club: two adult pan-disability teams, junior team, partially sighted and blind teams. Our squads include six England players and two England coaches. We also work with all local special schools and day centres on a monthly basis and approximately 3,000 children took part in our disability projects during the season. Everton Inter School Junior Cup - supported by McDonald's (McDonald's Cup) This year, close to 200 local (north west area) primary schools took part in our year 5, 6-a-side tournament making it one of the largest school tournaments in the country. 200 schools took part, with 10 players per team, making a total of 2,000 players 122

130 Club Charter Reports 2001/02 Everton Railtrack Trophy The Footballers Further Education and Vocational Training Society (FFE & VTS) organised this tournament for year 6 pupils. The team that represented Everton, Farnborough Road Junior School, won in the final at the Millennium Stadium in Cardiff in THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. EVERTON Everton Football Club has recently established a partnership with Merseyside Fire Service, which is now delivering The Prince s Trust Volunteers Programme in Liverpool. The Volunteers Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 Volunteers and is lead by a full-time Team Leader. Support which the Football Club has indicated it would be able to offer local Volunteer teams includes: Use of a function room for a Final Presentation evening or recruitment event. Stadium Tour highlighting the daily operational aspects of the football club. Advertisements, editorial features & photographs appearing in a matchday programme to develop awareness of the partnership between Everton Football Club, the Prince s Trust and Merseyside Fire Service. Hopefully this will have a positive impact on the recruitment of young people to future Volunteer teams. Provision of signed club merchandise to assist with a team s fundraising activity. Occasional provision of complimentary match tickets to be used by Volunteers when undertaking their Team Challenge with members of the local community. Use of the Everton Football Club emblem on programme literature to help promote the partnership with The Prince s Trust and Merseyside Fire Service. This season the Football Club has supported another local Delivery Partner, Skelmersdale College, providing signed merchandise for the fundraising of Community Projects completed by 2 teams. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and Everton Football Club is fully committed to supporting the work of The Prince s Trust during the future. Next season our objective is to contribute to the delivery of challenging and high quality teams and to raise the profile of the Volunteers Programme amongst young people in Liverpool. 123

131 Everton Club Charter Reports 2001/02 Players in the Community We structured the work carried out by our players in the community by keeping a record of all their community appearance and accompanying them on their visits. Bill Ellerby kept a rota at the training ground to ensure that there was an even spread of the work involving all members of the squad. The first team also visited Alder Hey Children s Hospital at Christmas, and we provided presents for all the children. Graeme Sharp, our Fans Liaison Officer, also represented the Club at numerous events. Other programmes organised by our Community Department included: EVERTON Schools Attendance and Outstanding Achievements Awards Scheme Street Cleaning Operations Community coaching and training for neighbouring schools Christmas parties for children and senior citizens EDUCATION The Extra Time Study Centre at Everton FC was officially opened in May 2001 and over 3,000 pupils have since visited the centre. The curriculum is aimed at developing ICT, Literacy and Numeracy skills. The centre is open for 49 weeks each year from 9.00am-7.00pm and has after school sessions Monday -Friday from 3.00pm-7.00pm for primary and secondary schools with groups of between pupils. These pupils attend for six to ten weeks and have mainly been in the year old age group. However, we have also had pupils aged from 4 to 18 years old visit the centre for education sessions. There are also sessions during school time and a large number of special schools have attended for half- day visits. There have been a variety of holiday and summer schools and also a wide range of special events such as science weeks. The Club has supported the Study Centre with tickets to matches, visits from players, and stadium tours. CHARITIES We responded to every request we received from charitable or community organisations and always sent a minimum contribution of a small gift or signed photograph. Signing sessions were held twice a week to ensure that the players provided us with enough signed items to satisfy the demand. We nominate at least 2 specific charities to support each season, and this season s chosen charities were the Alder Hey Hospital Rocking Horse Appeal, Roy Castle Appeal and the Everton Former Players Foundation. Many other charities benefited from our support, including: Claire House Hospice N.S.P.C.C. Lions Club Rotary Club Antony Nolan Appeal British Forces Children In Need 124

132 Club Charter Reports 2001/02 Everton Andy Cole Children s Hospice Great Ormond Street Hospital Hope House Children's Respite Willow Bank Hospice Woodlands Hospice Chics Glass Slipper Appeal Scope British Heart Foundation CONSULTATION AND INFORMATION We held our F.A. Premier League Supporter Panel on 18 April 2002, where supporters discussed Customer Service issues. Most of the feedback concerned the current facilities at our stadium and supporters were encouraged by our plans to move to a new stadium located at the King s Dock. EVERTON We met with our Everton Supporters Focus Group on: 6 September November January March May July 2002 The group consisted of our Chief Executive, Club Secretary, Press Officer, Supporter Services Officer, Fans Liaison Officer, 2 Shareholders, 2 members of the Everton Disabled Supporters Association, 2 members of Goodison Blues and 2 members of the Independent Blues organisation. Agendas were formed around the following topics: Kings Dock developments, new training/academy site developments, ticket pricing, and our 100 years of top flight football celebrations. After these issues had been discussed we held an open forum where recent and forthcoming events were discussed. INCREASING ACCESSIBILITY FACILITIES FOR DISABLED SUPPORTERS Maureen Hawksey was our contact for supporters with disabilities. She liaised closely with the Everton Disabled Supporters Association (EDSA) and all our disabled supporters. Maureen could be contacted at [email protected]. Spaces were provided for wheelchair users on 3 sides of the stadium; 48 in the Park Stand, 7 in the Gwladys Street, and in the Bullens Road there were 29 spaces for home supporters and 13 for away supporters. All spaces were covered. Tickets were available from the ticket office at two tickets for the price of one for a wheelchair user and their personal assistant. Prices ranged from to

133 Everton Club Charter Reports 2001/02 All stewards were trained in assisting people with disabilities. specifically to deal with our disabled supporters. 4 stewards were available Lowered counters were provided in the refreshment areas and disabled toilets were located in all areas used by supporters in wheelchairs. EVERTON 8 seats in the Main Stand were made available specifically for our visually impaired supporters, where specially trained stewards were on hand to assist. Commentary from the local hospital radio service was provided through plug-in headsets. The seats were available free of charge and were allocated on a rota system. In addition to this, 50 headsets were available on a pre-book basis, which allowed supporters to access commentary from anywhere in the ground. This facility was introduced during season 2001/02. In May we held our annual Open Day at the Bellefield Training Ground specifically for our disabled supporters. ELIMINATING RACISM We fully adopted Kick It Out s ten point plan to tackle racism in professional football and in order to implement these points we established the Everton Against Racism project. The project s working party met quarterly with a fixed agenda and monitored all complaints of racist behaviour. This season we also introduced a dedicated hotline for supporters to ring if they wished to make a complaint about racist behaviour, and used police spotters in the stands to identify offenders. Similarly, we paid for local police officers to travel to away games and identify offenders and employed stewards to distribute leaflets with an anti-racist message which read as follows: Your support for Everton Football Club at Goodison Park and for our away matches is greatly appreciated. As one of our most loyal supporters I need to bring to your attention a problem that has allegedly occurred away from home on a number of occasions this season. It has been reported that on one or two occasions empty plastic bottles and coins have been thrown. On another occasion a small number of fans have been tempted to run onto the pitch. These incidents have caused the Football Authorities to issue the Club with a serious warning. This could involve a fine or points being deducted. One final but most important issue the Club would bring to your attention is the campaign by the Club to kick racism out of football. Everton is committed to ensuring that our fans continue to disassociate themselves from racist shouting and chanting. As an Everton fan travelling to our away fixtures each one of your is an ambassador for the Club. Your behaviour brings great credit to the Club. Please do not allow anyone to risk the good name of Everton Football Club. Thank you for your co-operation and support. Our ground regulations stated that racist behaviour was an offence that would not be tolerated and recognised racist abuse as a distinct offence. We operated an equality monitoring system for stewards applying for jobs at Everton and a formal vetting procedure took place. To encourage people from ethnic minorities to apply, application forms were distributed in community centres in and around the Liverpool 8 area. All of our stewards took part in an in-house Race Awareness Training session as well as a Customer Care course. 126

134 Club Charter Reports 2001/02 Everton If we received a letter of complaint or observation of racist behaviour from a member of the public we acted upon them in the following ways. When a letter was received and an individual was identified by seat/row number, the person was either challenged at the next opportunity by a steward or police officer, or was the subject of covert observations. If they were challenged, the steward or officer advised them of Club policy and correspondence was forwarded to them reinforcing the policy. If they were observed by the Club or Police and evidence was found, they were arrested and/or ejected from the stadium. If sufficient grounds to arrest were found, arrests were made. Anyone removed from the stadium was subject to a Club Ban. During season 2001/02 two supporters were ejected, six were warned about their behaviour and one gave a written undertaking not to engage in racist behaviour. Further information on this policy and its implementation can be found in our Black White and Blue Everton Against Racism booklet. EVERTON STAFF CONDUCT Our Equal Opportunities statement reads: "The Club, within the terms of its Memorandum and Articles of Association and available resources, aims to achieve equality of opportunity, both in the provision of its services and in the recruitment and employment of staff. "In pursuit of this aim the Club will not discriminate, either directly or indirectly, on the grounds of race, gender, age, nationality, ethnic or national origin, political or religious belief, sexual orientation, disability or marital status, by applying conditions or requirements which cannot be justified." This season we continued to develop the training that we carried out with our stewards. In particular they undertook race awareness and customer care training. This programme is essential to the development of our equal opportunities policy and will continue in the coming seasons. LOYALTY AND MEMBERSHIP We relaunched our Junior membership scheme this season, making it free to all supporters. The new J-Blues Club is available to all under 16s and currently has 13,700 members. The benefits of membership include: A credit card style membership card Christmas newsletter Welcome letter from the Manager The chance for every Junior Striker to be drawn as Mascot or Toffee Lady for the day 5.00 discount for six specified Premier League matches (2001/02 season) A birthday card for every member 10% discount on merchandise An opportunity to vote for Player of the Year Free entry into Reserve Games Chance to attend exclusive training session at Bellefield Opportunity to attend a fans day at Goodison Park Chance to go to the Everton Football Club Christmas party McDonald s happy meal for 99p 1 per visit. 127

135 Everton Club Charter Reports 2001/02 MERCHANDISE After 2 years in use our home strip changed at the end of season 2001/02. Our away strip changed after 1 year in use. Due to contractual obligations the strips will last for one season. The change was well advertised, with notices in the Club shop and in Club publications and we have ensured that our supporters are well aware of the lifespan of the kit through notices in the Club shop and notes on the swing tickets. We consulted with our supporters on the design of the strips through focus groups and a poll on our website and used the design that our supporters liked best. EVERTON 128

136 Customer Charter 2001/02 Fulham FULHAM FOOTBALL CLUB CUSTOMER CHARTER Our Customer Charter is a document that supporters should familiarise themselves with. In addition to being a "Code of Best Practice", it contains important and useful information about our policies and procedures. ACCESSIBILITY At Fulham Football Club, we continue to strive for wider accessibility by offering a broad range of ticket prices as we endeavour to remain affordable to all. Under 16s: We offer concessions for our Junior members of up to 62% on both season ticket prices and matchday tickets. Contact our Ticket office on Over 65s: Concession tickets are available to all supporters over the age of 65 on production of a copy of their pension book or alternative ID. Students: The Club offers a 2 discount on matchday tickets to members who are students on production of a valid NUS card. All applications must be made in person at least 24 hours prior to kick off and supporters are reminded that it is anticipated that many matches will sell out prior to the day of the match. FULHAM Family Enclosure: The Club provides an area in the Riverside stand exclusively for the use of families. The area is available to junior members who are accompanied by a fullpaying adult member (subject to availability). All applications for tickets in the family enclosure must be made though the ticket office. Disabled Supporters: Due to the current space limitations, we apologise for the limited number of spaces available for wheelchair users.we would like to assure our supporters that this issue will be addressed in the plans for our new stadium.at present there are 14 wheelchair spaces for home and 6 for away supporters.these are provided at the cost of the lowest available terrace ticket (Putney Terrace 16) and there is no charge for an accompanying carer. Non-wheelchair disabled supporters should contact Emma Rodwell, Steward Manager on for details regarding disabled facilities and ticket prices available to them. Payment by Instalment: The Club will offer all supporters the opportunity to purchase their season tickets by instalments at a competitive interest rate. Refund Policy: The Club will provide a full refund on unwanted matchday tickets provided that the tickets are returned at least 1 week prior to Kick Off. Non-season ticket holders: At least 5% of tickets will be offered to non-season ticket holders.these will be offered in the first instance to ClubFFC members. Ticket sales: Tickets for all home areas other than the Family Enclosure, should be purchased through Ticket Master on , supporters should be aware that. These tickets will be subject to a booking fee. 129

137 Fulham Customer Charter 2001/02 Ticket Information: Supporters should also be aware that many of the fixtures in the Premier League will sell out of tickets prior to the day of the game. It is strongly recommended therefore that tickets are purchased in advance. Advice regarding ticket sales will be made available through the Ticket Office, Ticket Information Line ( ),Website ( and wherever possible the matchday programme. It is the responsibility of each supporter to establish the "on-sale" date for tickets. FORGOTTEN SEASON TICKETS A duplicate day ticket, in respect of any season ticket being unavailable, may be obtained at the discretion of the Ticket Office on payment of the full matchday price and suitable proof of identification. The appropriate coupon together with the counterfoil for the duplicate ticket MUST be returned to the Ticket Office no later than the next Home League Match. In any event, the appropriate coupon MUST be returned to the Ticket Office within 14 days otherwise it will be assumed that this service has been subjected to improper use and could result in the Season Ticket being confiscated with no refund given. In the case of an expected capacity crowd, the decision to admit the supporter may be delayed until after kick off and will be determined by the Safety Officer. FULHAM LOST SEASON TICKETS Lost season ticket books should be reported immediately to the Ticket Office ( ). Replacements will only be printed on production of a police note verifying the loss/theft. ABANDONED MATCH POLICY If a match is abandoned before half time, a full refund or free admission to the re-arranged match will be offered on presentation of the abandoned match ticket by post at least 3 days prior to the rearranged fixture. If the match is abandoned after half time, supporters will be entitled to a 50% discount on the re-arranged fixture.there will be no refunds on the day of the match. HEALTH AND SAFETY Supporters are assured that the Club is in communication with the police and local authority to ensure that crowd safety in the stadium and its surrounds on match days is not compromised so far as matters are within the Club s control. AWAY SUPPORT Season ticket holders are offered the opportunity to purchase an "away season ticket".all other tickets for away matches depending on allocation will go on sale in the same priority as with League and Cup matches. The Club will provide Coach travel (when appropriate) to supporters at the lowest available price. The cost of away travel on a coach is subsidised for the 2001/ 2002 season and will be charged at 10* per adult, 5* per child subject to availability, regardless of the destination. (*These prices are valid for league fixtures and are offered on a first come first served basis to Season Ticket Holders and members of Fulham FC. The Club reserves the right to cap the number of tickets sold at this price). The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting Clubs. 130

138 Customer Charter 2001/02 Fulham The Club does not charge admission prices to supporters of a visiting Club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to over 65s and junior supporters in comparable accommodation apply to supporters of a visiting club. LOYALTY AND MEMBERSHIPS The Club runs 3 membership schemes that cater for the needs of our supporters. ClubFFC is our adult membership scheme.the cost is 27 per year ( 25 for over 65s). Benefits include: Priority ticket booking - after season ticket holders. Subscription to our Quarterly Fultime magazine. 5% discount in the Club shop or through mail order or the website. 10% discount on our programme subscription. Discounts in many local establishments on production of your membership card (* please see our website for more information regarding participating establishments). Membership of the Fulham Travel Club and 10% discount on non-subsidised travel. bulletins. ClubFFC International has been designed to benefit our supporters who live abroad.the cost is 30 (Europe), 34 (Rest of the world) per year. Benefits include: FULHAM Ticket priority after season ticket holders. In addition, a small allocation of tickets will be reserved for ClubFFC International members which must be applied for at least 6 weeks prior to the game. These will be available on a first come, first served basis. Subscription to our quarterly Fultime magazine. A welcome pack including details of the local area and discounts in many local establishments. 5% discount in the Club shop or through mail order or the website. The Club cannot be held responsible for cancelled or postponed matches and urge supporters who are travelling long distances not to book their travel too far in advance and/or to take out insurance that covers re-arranged travel. ClubFFC Junior is designed for under 16s.The cost is 15 per year. Benefits include: Ticket priority after season ticket holders. A unique gift from the Club. Birthday card. 5% discount in the Club shop or through mail order or the website. Discount on soccer courses run by FFC. Discount on away travel if accompanied by an adult. The opportunity to represent the Club as a ball person (available to over 9s only). For more information on: ClubFFC, ClubFFC Junior and ClubFFC International please contact our membership department on

139 Fulham Customer Charter 2001/02 Ticket Allocation Policy Tickets for league matches that are not allocated to season ticket holders will go on sale in the first instance to Club members (ClubFFC, ClubFFC Junior and Club FFC International members). A small allocation of tickets will be reserved for ClubFFC International members until 6 weeks prior to the game. Supporters are advised that there will be a number of fixtures that will not have tickets available for general sale to non-members. Unless the Club advertises otherwise, members will be restricted to one ticket per member and priority may be given to members who have attended the lower-profile games. Any remaining tickets will be offered on general sale, providing the fixture has not been deemed "members only". Membership of ClubFFC does not guarantee a ticket. FULHAM Cup games: A Home Cup-tie pre-booking service is offered to all season ticket holders at a small administrative cost. In addition to this, all season ticket holders have 3 days after a Cup fixture is announced to apply for their tickets. If a season ticket holder is unable to contact us within these 3 days, they are advised to fore warn the Ticket Office. Cup tickets will go on sale in the second instance to Club members as with the League tickets.the price for Cup tickets will be determined in agreement with the opposition, but will not be greater than the League prices. SUPPORTER CONSULTATION The Club consults supporters on a regular basis through forums, questionnaires and focus groups. Anyone interested in attending a focus group meeting (which generally take place on a Saturday prior to a home game) should contact Customer Services on Quarterly meetings are held with the official supporters club and are attended by Directors of the Club. Major policy issues will be publicised in an easily digested format in the matchday programme, on the website and occasionally by mail-outs. The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. The Club welcomes any comments to assist in improving the services delivered to its supporters. CUSTOMER SERVICES Whilst supporters are encouraged to contact the department relevant to their query, Lisa Collett, Customer Services Manager has overall responsibility for customer care. The Club responds to contact from a customer within a maximum of 14 days. By Phone By [email protected] By post Craven Cottage, Stevenage Road, London, SW6 6HH 132

140 Customer Charter 2001/02 Fulham Supporters are encouraged wherever possible to leave phone numbers and/or addresses as this is the preferred method of communication. If a customer requests a response in writing s/he will receive one. STANDARDS THAT OUR SUPPORTERS CAN EXPECT Letters: The Club will try to respond to all written correspondence within 14 working days and within 7 days for letters of complaint. In any event, the Club will try to keep you informed of any delays that may be experienced. s: The Club will try to respond to s within 2 working days, complaints will be treated as a priority. If this time limit is unrealistic, the supporter should be informed of such delay and any progress. In Person: If a supporter has a particular wish to arrange a meeting with customer services, this needs to be pre-arranged with the relevant customer service representative and will normally take place at Motspur Park (or on a match day at Craven Cottage).The Club will try to accommodate such requests but there may be circumstances in which such a meeting is not possible, practicable or is delayed or cancelled. FULHAM COMMUNITY DEPARTMENT Mission Statement To offer footballing and social opportunities at all levels of participation, that are professional, progressive, and SAFE (stylish, accessible, friendly, exciting) to a local community with distinct and diverse needs. The local community is defined as the following boroughs: Hammersmith and Fulham, Lambeth, Wandsworth, Epsom and Ewell, Reigate and Banstead, and Elmbridge. The Community Department has two key objectives: 1. Football development programmes to increase access and involve participation of underrepresented groups (e.g. special needs, ethnic groups, women) in sporting activity. More than 57,000 children attended one or more of our programmes last year. To achieve this: The Community Department will offer curriculum coaching in schools, Saturday clubs, after school clubs, advanced centres, youth clubs and the following holiday courses: football fun, advanced, goalkeepers and strikers, beginners, multi sports, girls only, the "Brazilian Way" and adidas Day. The Community Department will constantly review the structure and content of the courses, monitoring results and feedback via questionnaires. It is also our aim to increase both the number of participants and the quality of coaching and football development programmes through research and evaluation. 133

141 Fulham Customer Charter 2001/02 2. Community development schemes which use football as a vehicle to help address serious social issues specifically to increase racial tolerance, combat crime and anti social behaviour, drug abuse, unemployment, and provide training and employment opportunities for young adults. The Community Department currently runs the following schemes: "Ways into Work" in the boroughs of Hammersmith & Fulham and Lambeth. These projects offer help with self development and provide football coaching, and IT certificate courses, leading to formal qualifications for young unemployed people between years. Fulham Community Department is also running a pilot scheme in Lambeth with the Youth Offending Team to provide football coaching and lifestyle skills. Attendance of Committee meetings of the Hammersmith & Fulham Drug Education Group and the Hammersmith and Fulham Partners Against Crime Initiative. FULHAM Community schemes run by Fulham will meet the following criteria: Increase access, participation and be inclusive. Encourage healthy living. Raise educational attainment. Be in a safe and secure environment. Further objectives include: Increase FFC and the Community Department s local and national profile and to be seen as and act as a role model for other clubs. In order to do this, we need to build and sustain strong links with key partners. Local authorities - education, leisure, social services. Governing Bodies - FA, Premier League. Funders: Football Foundation, PFA, Private sponsors etc. Community Leaders/residents/schools etc. Internal - Directors, Marketing/PR, Academy etc. To provide Fulham FC with the local football talent (boys and girls) that exists in the immediate vicinity of the Club and to provide suitable exit routes at all levels of participation. In particular to offer a structured progression route to the Academy and Centres of Excellence. To contribute to the regeneration of particular areas of perceived deprivation by offering football activities for local people within the overall redevelopment framework. E.g. Housing Estates programme in Lambeth covers 36 estates and has the potential to reach 4,000 young people. To offer a range of educational initiatives designed to support mainstream learning of children within our Study Support Centre at the Club. This is a joint initiative with the Local Education Authority and the Department for Education and Employment. More than 200 pupils attended the Centre in The Study Support Centre also provides sessions to special needs groups during curriculum time and is working with United Response to devise programmes for adults with learning difficulties. 134

142 Customer Charter 2001/02 Fulham To identify and provide training needs for Community Staff e.g. first aid, child protection, coaching sessions by coach educators. All coaches are FA qualified and first aid trained. To ensure that all coaches employed within the Fulham Community Department deliver high quality and consistent coaching methods. All coaches are provided with a coaching manual to assist with this and to ensure adherence to company procedures and philosophy etc. To support the National "Kick Racism out of Football" campaign, under the banner of "Black & White help Fulham unite".to increase racial tolerance within the local community and amongst supporters and to ensure that all who to see a Fulham Football Club home game can do so without fear of harassment. To promote awareness of local environmental issues such as River Clean Up, in conjunction with local residents and Thames21. Ensure financial viability and security of the department via tight cost control procedures and the sourcing and securing of sponsorship opportunities and external funding streams. In the long term, to gain charitable status with the best possible choice of Trustees. To provide Match Day activities for customers i.e. half time penalty shootouts, match day packages, which includes coaching session, ground tour, meal voucher and ticket for game. FULHAM OTHER GOOD CAUSES In addition to the work within the community, Fulham FC has a charity committee that is made up of Club staff and supporters. Due to the volume of requests for charitable donations, the committee nominates a charity to which our charitable efforts are directed. The current nominated charity is the Variety Club of Great Britain. In the 2000/ 2001 season, 50,000 was raised for this charity. The money will be spent to provide local children and schools with wheelchairs and sunshine coaches.all projects that are helped by Fulham FC and our supporters will be publicised on the website and through the programme to keep supporters informed of where their generous donations are going. The Club has also worked in conjunction with the Football League nominated charities such as the NSPCC. Any person requiring more information regarding charitable donations should write to Brain Smith at Craven Cottage, Stevenage Road, London SW6 6HH. Parents and schools requiring funding for projects should contact the Variety Club of Great Britain directly at:the Fund Raising Department,Variety Club House, 93 Bayham Street, London NW1 0AG. MERCHANDISING FFC have an agreement with adidas, our kit manufacturer, to be the sole distributor of the FFC branded merchandise in order to control distribution.the kit RRP is driven mainly by adidas and approved by the football league. Seasonal reductions are at the discretion of the Merchandise Director. 135

143 Fulham Customer Charter 2001/02 Information regarding our kit cycle policy is readily available to any persons requiring it. It will be communicated within the shop and concession towards the end of the season when promoting seasonal reductions. At the start of our contract with adidas, it was communicated in our matchday programme that the home kit would be changed every two years and the away kit would be changed annually in accordance with FA guidelines. Should this change for any reason, the club would endeavour to inform the supporters through matchday programmes, Fultime magazine and mail-outs as far in advance as possible. FFC s retail outlets and direct mail refund policy is displayed in the outlets and in the catalogue. Merchandise will only be accepted if presented within 28 days of the original purchase.all returns must be accompanied by a receipt or credit card statement. Exceptions can be made only by the Merchandise Director or the Club Shop Manager. The Club s Retail Outlets can be found at: FULHAM Fulham Football Club Shop Fulham Rd Fulham London SW6 5HY Opening times: Mon Tue Fri Sat Match Day Sundays 12noon Evening kick-offs Open until kick-off Harrods Concession 5th Floor Harrods Old Brompton Rd Knightsbridge SW1X 7XL Opening times: Mon Sat 10-7 Fulham Football Club Stadium Shop Craven Cottage Stevenage Rd Fulham London SW6 Only open Match Days Match days 10-6 Evening KO Kick-off 136

144 Customer Charter 2001/02 Fulham SPONSORS AND COMMERCIAL OPPORTUNITIES The Club offers a wide variety of sponsorship, promotional and advertising opportunities to various members of the local and national community for charities and commercial businesses alike. Sponsorship opportunities may include advertising in the match programme, Fultime and around the stadium, sponsorship of matches, match balls etc. For further details of the benefits and opportunities available, please contact the Corporate Sales Department on POLICIES IN RELATION TO STAFF CONDUCT All staff are seen as ambassadors of Fulham Football Club and are expected to adhere to the Club's policies and procedures. All new staff receive a comprehensive induction and steward training and any other relevant training is given to match day staff. Fulham Football Club is fully committed to equal opportunities for all individuals regardless of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability. It is the aim of the Club that no employee, potential employee, applicant or customer receives less favourable treatment on the grounds of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability. Date of issue 13th August, The Club reserves the right to amend this Charter at any time. FULHAM 137

145 Fulham Customer Charter 2001/02 FULHAM 138

146 Club Charter Reports 2001/02 Fulham FULHAM FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report details the work of Fulham FC in relation to our Customer Charter and to the Football Task Force Recommendations of We produced our Charter in a glossy, leaflet format and 13,000 copies of this were made available through all the Club outlets, in mailshots to members and it was also published in our matchday magazine and on the Club website. ACCESSIBILITY At Fulham we have continued to strive for wider accessibility by offering a broad range of ticket prices in our aim to remain affordable for all. Our match tickets have ranged as follows, the Putney Terrace being the cheapest accommodation, and the Riverside seating being the most expensive: Adults Over 65s Under 16s 6-10 FULHAM Our season ticket prices were calculated using the above prices multiplied by the number of home games and therefore all relevant under 16 or over 65 discounts apply. For example, an adult match ticket in the Putney Terrace would be 16. A season ticket would be Our junior members were all offered concessions of up to 62% on both season ticket prices and matchday tickets. All supporters over the age of 65 were offered concessions of approximately 25% on production of a copy of their pension book or alternative ID. FAMILIES We reserved a dedicated family area within our Riverside Stand which had 468 seats. These seats were sold exclusively to families via the Junior Membership scheme from our ticket office. Tickets were priced from 8 to 26 in this area. During the season we held 2 Worthington Cup ties at Craven Cottage and to encourage family support we offered a "Kids for a Quid" promotion where an adult could purchase up to 6 additional children's tickets for 1 each. As well as families taking up the offer, classes from local schools also organised trips to these fixtures. DISABLED SUPPORTERS Due to the current space limitations, we apologised for the limited number of spaces available for wheelchair users. Supporters were assured that in the plans for our new stadium we would be providing much improved facilities and there would be a large increase in the number of wheelchair spaces available. 139

147 Fulham Club Charter Reports 2001/02 For last season there were 14 wheelchair spaces for home and 6 for away supporters. These were provided at the cost of the lowest available terrace ticket (Putney Terrace 16) and there was no charge for an accompanying personal assistant. Ambulant disabled supporters were able to contact a full time member of staff, Emma Rodwell, Steward Manager on for details regarding disabled facilities and ticket prices available to them. During the season we offered our disabled season ticket holders the opportunity to attend a forum with the Club - they declined to attend but preferred to communicate any issues on match days via our representative Avril Turkington. Avril is a full time member of staff who assists the disabled supporters on a match day. PAYMENT BY INSTALMENT Fulham offered all supporters the opportunity to pay for their season tickets by instalment via Premium Credit, offering rates of 1.07% TICKETING FULHAM This season the Club offered members and season ticket holders 2 ways to purchase tickets to home games: via Ticketmaster 24 Hour telephone, or via our online ticketing system which was new this season. The feedback in supporter forums and on our website message board was very positive regarding the latter and we are continuing to modify for next season. The supporter forums also brought to light the fact that supporters were unhappy about not being able to purchase tickets from our ticket office at Craven Cottage. As a result of this forum in November we opened our ticket office to personal callers for ticket sales from 9am to 5pm Monday to Friday and on a matchday before 12pm. For every home game at Craven Cottage, with the exception of Fulham v. Tottenham Hotspur on 24 March, there were at least 5,000 tickets offered to non-season ticket holders. (The capacity of Craven Cottage for this season was 21,159.) These tickets were sold to Club FFC members first and in some instances went on general sale. For the Tottenham Hotspur fixture on 24 March only 2,000 tickets were sold to Club members and a restricted number to away supporters. This followed safety consultations with the police and local authorities. RESTRICTED VIEW SEATS A reduction of 2 on match tickets was made for seats with a restricted view. This discount also applied for season tickets in these seats. FORGOTTEN SEASON TICKETS AND LOST SEASON TICKETS A duplicate day ticket in respect of any season ticket being unavailable was printed for any supporters who advised our ticket office and could produce suitable identification with no extra cost. There were a number of supporters who required duplicate season ticket books this season. If the book was lost due to supporter error the club charged 30 for a re-print of the book. If the book was stolen and the supporter provided a crime number from the police, no charge was made for a reprinted book. 140

148 Club Charter Reports 2001/02 Fulham ABANDONED MATCH POLICY Our match against Middlesbrough (away) was postponed at late notice due to a frozen pitch. All tickets were valid for the re-arranged fixture and with the exception of the away season ticket holders, full refunds were offered to supporters who could not make the rearranged date. HEALTH AND SAFETY The Club had been in communication with the police and local authority to ensure that crowd safety in the stadium and its surrounds on match days was not compromised so far as matters are within the Club s control. AWAY SUPPORT The ticket office at Fulham has an away season ticket database of 800 supporters who have registered with the Club for a ticket to every away fixture of the season. We have a system in place which automatically charges their personal account for the amount required. Our ticket office staff forward them a ticket to the game on receipt of the ticket from the away Club without them having to request this for every away game. For this service we charge an initial fee of 5 per season and 1 per transaction thereafter. The Club has subsidised supporter travel to all our away fixtures by coach for a fixed Club fee of 10 for adults and 5 for concessions. Our Away fixture against Newcastle was rescheduled from a Saturday game to Monday night and the Club chartered a train for our supporters at a subsidised rate of adults 32, under 16s 20 and over 65 s 25. FULHAM Following a successful FA Cup Run the Club chartered a train to West Bromwich Albion for our Quarter Final game at a price of for adults and 15 for concessions, as well as coaches at 10 and 5 respectively. For our Semi Final fixture at Villa Park against Chelsea the Club Chartered two trains at a price of 15 for adults 7.50 for concessions, and more than 30 coaches at a rate of 10 for adults and 5 for concessions. VISITING SUPPORTERS Fulham has not charged any visiting supporters higher ticket prices than that of our home supporters in comparable accommodation. Our Away section is located in the Stevenage Road Stand and Visiting fans are charged as follows: Seated area Adult 22 Under 16 s 10 Over 65 s 16 Terraced Enclosure Adult 18 Under 16 s 8 Over 65 s

149 Fulham Club Charter Reports 2001/02 LOYALTY & MEMBERSHIP The Club runs 3 membership schemes that cater for the needs of our supporters. Full details of these schemes are outlined in our Customer Charter. All the stated benefits were available as detailed in our Customer Charter. Applications for all these schemes are available in all our customer facing outlets as well as on our website. We run a dedicated telephone line for our members and publish this in our literature. We also offer a link from our office and general phone system. The telephone number is TICKET ALLOCATION POLICY Tickets for league matches that were not allocated to season ticket holders go on sale in the first instance to Club members (Club FFC, Club FFC Junior and Club FFC International members). A small allocation of tickets were reserved for Club FFC International members until 6 weeks prior to the game. FULHAM With the exception of 5 games last season all of Fulham s home fixtures went on sale to members and season ticket holders only. These restrictions were placed on the Club by the local authorities. Five games went on general sale after first being on sale to members and season ticket holders for a period of 3 weeks. For 79% of games last season members and season ticket holders were able to buy up to 3 tickets each for home game at Craven Cottage. For 21% of games there was been a restriction of 1 ticket per member or season ticket holder to home games. (4 games out of 19) CUP GAMES This season Fulham progressed to the 4th Round of the Worthington Cup. We had 2 home fixtures in which we offered special priced promotions for children s ticket prices see accessibility section under families. A Home Cup-tie pre-booking service was offered to all season ticket holders at a small administrative cost of 1 per transaction. This season Fulham progressed to the Semi Final of the FA Cup. We had only one home fixture against Wycombe Wanderers and our Semi Final was played at Villa Park against Chelsea. A Home Cup-tie pre-booking service was offered to all season ticket holders at a small administrative cost of 1 per transaction. Our pricing for tickets of this fixture were: Adults Over 65s Juniors Riverside Stand Stevenage Road Stand Stevenage Road Enclosure (standing) and Hammersmith Terrace (standing). 142

150 Club Charter Reports 2001/02 Fulham The Putney Terrace was allocated to away supporters for this match at a price of 16 for Adults, 12 for Over 65s and 6 for under 16s. All season ticket holders had 3 days after the Cup fixture was announced to apply for their tickets. Cup tickets went on sale in the second instance to Club members. The price for Cup tickets was determined in agreement with the opposition, but was not greater than the League prices. SUPPORTER CONSULTATION During the season the Club held the following meetings with supporters chaired by Customer Services/Marketing Team: 17 November 2001 prior to Newcastle game Randomly invited representatives from our members and season ticket holder databases x 20 and 1 representative from Official Supporters Club. Attendance from Fulham by Mark Collins (acting MD) and Juliet Slot, Sales and Marketing Director. Agenda points: Fultime Club magazine, ticketing, growing the fan base The feedback and points raised by supporters in this meeting was communicated to the fans in our Everton matchday programme on 2 December As mentioned in the ticketing section, the Club opened our Ticket Office to personal callers following feedback from this forum. Further attendees were also invited to contact Fiona Khan to request an invitation to a further forum. FULHAM 12 January 2002 prior to Middlesbrough game Randomly invited representatives as well as invited supporters who volunteered following program advertisements x 17 and 1 representative from Official Supporters Club. Attendance from Fulham by Mark Collins acting MD and Juliet Slot, Sales and Marketing Director. Agenda points: the end of the Craven Cottage era, ground share, matchday entertainment. 2 February 2002 prior to Aston Villa Game 11 long-term supporters of the Club who have had contact with Directors and involvement for a number of years. Self volunteered group. Attendance from Fulham by Mark Collins acting MD, Juliet Slot Sales and Marketing Director and Vicky Brown End of Craven Cottage Era co-ordinator. Agenda points: to share ideas and plan the celebrations to mark the last game at Craven Cottage. 2 March 2002 prior to Liverpool Game - Ground Share Forum 4 Representatives of season ticket holders from each area of the ground. Agenda points: planning move of season ticket holders from Craven Cottage to Loftus Road, share feedback from previous forum, communications with the Club to set action plan for season ticket holders renewal and ease of transition. 143

151 Fulham Club Charter Reports 2001/02 18 April evening Supporter Panel facilitated by the Premier League Randomly invited representatives from member and season ticket holder databases x 11 and 1 representative from Official Supporters Club. Agenda points: off pitch activities, Fulham s strengths and weaknesses, communication, branding, Customer Charter. 16 May evening supporter forum 11 long-term supporters of the Club who have had contact with Directors and involvement for a number of years. Self volunteered group. Attendance from Fulham by Mark Collins acting MD and Juliet Slot, Sales and Marketing Director. Agenda points - off pitch activities, Fulham s strengths and weaknesses, communication, branding, Customer Charter. Official Supporters Club Meetings were held quarterly through the season and attended by various Directors of the Club. On 19 March 2002 there was a "meet the manager" evening when Jean Tigana held a Question & Answer session with approximately 50 members of the supporters club. FULHAM In almost all the matchday programs throughout the season, supporters were invited to contact Fiona Khan to attend a forthcoming forum. CUSTOMER SERVICES Our Customer Services team has been expanded this year to include two new members of fulltime staff. Fiona Khan is the Customer Relations Co-ordinator and Jenny Gower is the Customer Relations Assistant. Both Fiona and Jenny have, where possible, responded to all incoming s, telephone calls and letters within the service standards set out in our Customer Charter. The following positive actions were taken by the department over the season to improve customer service: Introduction of a Customer Service page on the website to answer frequently asked questions and communicate more effectively. The offer of a signed merchandise service: supporters could purchase items from our range and have them signed by squad members. In return, the supporter made a donation to the Club's nominated charity The Variety Club. Visits to the training ground were organised during school half-terms, where supporters could watch the first team train and get autographs. A complaints reporting system was set up to monitor levels and improve areas of poor performance. Once a month this data was also analysed and forwarded to the Directors for review. Regular updates were included in the "latest news" section in match day programme. All fan mail was answered with a printed signature photo or, where requested, obtain actual signatures for personal items sent in. The Club's official message board was monitored regularly and we responded to any themes recurring either directly, on the website or in the matchday programme. 144

152 Club Charter Reports 2001/02 Fulham COMMUNITY DEPARTMENT Fulham Football Club s Community Scheme operates under the following Mission Statement: Using the power of football to deliver inspirational, progressive and professional initiatives that follow the accessible, stylish and friendly values of the Club, which maximizes the opportunities for local talent and make a positive, real and lasting difference to the Community within which the Club operates. The Community Department has 2 key focuses, working in 6 boroughs across London and Surrey (Hammersmith & Fulham,Wandsworth, Lambeth, Reigate & Banstead, Elmbridge, Epsom & Ewell): Football development, focusing on increasing access and involving under-represented groups, including soccer courses, schools coaching, after school clubs, Saturday clubs, advanced centres Community development, using football as a vehicle to help address serious social issues, and provide educational, training and employment opportunities for young children and adults, inc programmes such as Football into Work, Skills & Learning Centre, Street Soccer on housing estates. FOOTBALL DEPARTMENT FULHAM During the 2001/02 season, FFC Community worked with nearly 60,000 children between the ages of Programmes Run No. of Estim. nos seen Ages of Sessions per week Participants Lambeth - Estates Programme yrs Schools Programmes 90 2, yrs Saturday Clubs yrs Soccer Courses School Holidays yrs Development Centres yrs All full-time development officers and part-time coaches (82 in total) are involved in running these activities, which provide structured progression routes to the Youth Academy and Girls Centre of Excellence, as well as suitable exit routes to other local clubs etc. We currently help with coaching in 8 local junior football clubs across our designated areas and arrange coaching for others. The Lambeth Estates Programme is a fully funded Single Regeneration Budget project providing footballing activities on four estates, running five sessions a week as well as Saturday Clubs drawing participants from 12 estates in the borough. Current partnerships include the Lambeth Crime Prevention Trust, Norwood Tenants Association, Lambeth Football Forum, Youth Offending Team, Metropolitan Police and Lambeth Borough Council. 145

153 Fulham Club Charter Reports 2001/02 DADS & SONS (DEPARTMENT FOR EDUCATION & SKILLS) INITIATIVE The Football Development Department also took part in a pilot scheme to spearhead their latest campaign Dads & Sons a winning team. This was specifically aimed at fathers of year old boys, encouraging them to boost their sons interest in education and learning by taking a greater interest in it themselves. We ran free coaching sessions every Saturday for a month in April across six venues, culminating in a half day football festival of events. As a result of the promotion 180 children took part in these sessions along with their parents. STREET FOOTBALL LEAGUE Fulham FC delivers coaching sessions for the homeless every Wednesday and Thursday, at the Battersea Youth Centre, Downside Boys Club, and Regents Park. The following centres attend the session as part of the Street Football League: North Lambeth Day Centre, Wandsworth Outreach, St Mungo s, Centrepoint, Thames Reach, Regents Park New Horizon and Bridge Housing Association. FULHAM TRAINING GROUND VISITS As well as the programmes mentioned above, we have also provided schools with the opportunity to visit the Training Ground. On each visit, schools are given a guided tour of the facilities, take part in a question and answer session with first team players and are given talks on youth development, grass roots football and ladies football. All pupils have been given "goody bags" and work sheets/quiz sheets to add to their classroom activities. Between 70 and 100 children visited each time on the following dates: 13 November December February April 2002 COMMUNITY DEVELOPMENT: FOOTBALL INTO WORK (FIW) This is a unique scheme operating in the boroughs of Hammersmith & Fulham and Lambeth. It is a fully funded Single Regeneration Budget project for young, unemployed people aged 16 25, and combines football coaching qualifications with a support programme aimed at tackling social exclusion, covering education and training. The 11 week courses offer the FA Junior Team Manager (JTM) Award, FA Certificate in Coaching Football (UEFA B Part 1, NVQ Level 2), Referee Class 3, Community Sports Leader Award, RSA Clait Qualification (Word Processing, Spreadsheets & Data Base) and First Aid qualifications. This scheme provides a full training programme, leading to formal qualifications and diverts those most at risk from drugs and crime into training and ultimately employment. As a result, 24 students have gone on to work for Fulham Football Club. Since June 2000, 137 young people have achieved 293 qualifications. We have also been working with the Prince's Trust who run similar schemes as a joint referral service onto both our support programmes. No of courses 8 No of students 137 FA Coaching Cert 26 FA JTM 124 IT (Clait) 110 Referee Course Class 3 37 Community Sports Leader Award

154 Club Charter Reports 2001/02 Fulham Feedback from student questionnaires (courses 1 4): Over 50% moved into full or part time employment 50% of these are working in coaching Over 25% of coaches working for FFC Community 75% moving into employment felt that Football Into Work was important to them gaining work 50% have moved into full or part-time study 80% of these felt that Football Into Work was very important in helping them achieve this INVESTING IN THE COMMUNITY - THE PRINCE'S TRUST The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. The Club has formed a partnership with Lambeth College, who deliver The Prince s Trust Volunteers Programme in 4 locations within the South London area. The Programme is a twelveweek personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team building and community involvement, and each programme usually has between 10 and 15 Volunteers and is lead by a full-time Team Leader. FULHAM During the last year the Club has supported up to 20 young people on 2 teams of volunteers. Our objective has been to contribute to the delivery of challenging and high quality programmes and to help raise the profile of the Volunteers Programme amongst young people in the South London area, and. Support provided by the Club included: A stadium tour and use of the Club s computer suite, where team members learnt how to use the internet to search for jobs. A presentation on the Club s Football into Work programme for any that might be interested in the coaching opportunities available through this scheme. A major part of The Volunteers programme is the various projects that are carried out by the teams in the local community. The teams supported by the football Club were no exception. They gave a local community centre a facelift by designing and painting a mural, whilst another team helped to renovate a local park centre which involved lots of external painting. The percentage of volunteers who went on to employment, further education or training after completing their programmes in the London area is 70%, matching The Volunteers programme s national average. In fact, 75% of the team members on the first team linked to Fulham Football Club wanted to embark on college courses, something they would not have done without the confidence the programme gave them. 147

155 Fulham Club Charter Reports 2001/02 SKILLS & LEARNING CENTRE This is an out-of-school-hours educational initiative to support mainstream learning and a joint partnership with the LEA and DfES called Playing for Success. The scheme improves motivation and achievement levels and enables children to become effective learners. Sessions can be linked with football coaching to offer a wider choice of courses. The Centre has also taken part in the National Family Learning Weekend and worked alongside Football Development to promote the DfES Dads and Sons scheme. No. of Pupils No. of Schools Primary School Secondary School Special Education Needs (SEN) 65 6 Graduates 57 n/a Fulham Football Club s Community Department are also involved in the following additional activities: FULHAM MATCH DAY Community provides match-day activities for fans including half-time penalty shootouts, and match day packages (coaching session, ground tour, meal voucher and ticket for game), as well as meeting and greeting ball boys/girls. ANTI-RACISM CAMPAIGN The Community Department works hard to increase racial tolerance within the local community and amongst fans, supporting the national "Kick Racism Out of Football" campaign, under the banner of Black and White Help Fulham Unite. During Kick It Out Week, we held various events, including: Training ground visit by local schools, where students interviewed players about racism. We also had on display the History of Black Footballers exhibition. At the Ipswich game on 21 October 2001: we distributed 500 tickets to ethnic minority groups; a banner parade to show the "Kick it Out" message; the match day programme was dedicated to anti-racism themes; players wore the Kick It Out t-shirt during their prematch warm up; a variety of ethnic foods were available throughout the ground. COMMUNITY 10TH ANNIVERSARY The season culminated in a ten-year anniversary celebration event of Fulham s Community Scheme at the Fulham v Bolton game on 23 April The match was themed around "Increasing Access for All", with players and matchday staff wearing t-shirts promoting the theme (sponsored by Coca Cola) and a special pull out section in the programme. 500 free tickets were distributed amongst various local projects, youth clubs, unemployed, homeless and disability groups. Other activities included a half-time penalty shoot-out with 2 disabled teams, banner parade, cheque presentation from Barclaycard for monies to fund disability awareness work and educational needs. The latest Football Into Work participants were also presented with their certificates by the Chairman. 148

156 Club Charter Reports 2001/02 Fulham OTHER GOOD CAUSES Fulham Football Club and its supporters are committed to supporting initiatives for children and young adults within the local community, particularly where they promote social inclusion. The Club s nominated charity is the Variety Club of Great Britain. The Variety Club of Great Britain exists to aid children who are sick, disabled or disadvantaged. Specifically we raise funds to buy Sunshine Coaches, motorised wheelchairs, equipment for disabled children etc and more general requests for local youth clubs and community centres. Last season we raised 51,700 through various initiatives including bucket collections, raffles and a percentage of the auctioning fund from 'end of era' items. With this money Variety Club have been able to buy two Sunshine Coaches, 2 electric wheelchairs and a standing frame and play and bedroom equipment, specifically for children with disabilities, ranging from learning difficulties and sensory impairment to cerebral palsy and spastic quadriplegia. We were also able to give support to 12 other youth and community centres within our local area. This included funds for musical equipment, storage areas, sports equipment, furniture, tents, video equipment and games. On Monday 29 April 2002 Fulham Fans were given the unique opportunity to play at Craven Cottage by bidding for a place on the home/away team to raise funds for Football Aid. Football Aid has been developed by the charity Field of Dreams (Scottish Charity No: SC 30419), to help raise funds for voluntary and charitable organisations. Field of Dreams is a grant-making charity, which distributes monies raised through its annual Football Aid fundraising programme. 2,805 was raised, a percentage of which went to the Variety Club of Great Britain. FULHAM MERCHANDISING Our home kit is valid for two seasons subject to the change in our shirt sponsor; during that time the shirt design will remain the same, but the sponsor could change. At the start of season 2001/02 we introduced a new home kit. In the second half of this season an announcement was made that our current kit sponsorship with Pizza Hut would not be renewed for another year. The supporters were informed of this via a statement on our website and matchday programmes and the kit prices were reduced. The kit is still valid for season 2002/03 but has the name of our new sponsor on the front. Information regarding our kit cycle policy was readily available to any persons requiring it from all our retail outlets in the form of our merchandising catalogue. This was also mailed to all our Club members on a quarterly basis. FFC s refunds policy was displayed in all our retail outlets and in the merchandise catalogues over the season. POLICIES IN RELATION TO STAFF CONDUCT All staff are seen as ambassadors of Fulham Football Club and are expected to adhere to the Club's policies and procedures. All new staff receive a comprehensive induction with any other relevant training given to match day staff. 149

157 Fulham Club Charter Reports 2001/02 Fulham Football Club is fully committed to equal opportunities for all individuals regardless of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability. It is the aim of the Club that no employee, potential employee, applicant or customer receives less favourable treatment on the grounds of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability. FULHAM 150

158 Customer Charter 2001/02 Ipswich Town IPSWICH TOWN FOOTBALL CLUB CUSTOMER CHARTER 1. Customer Service 1. We have a dedicated Customer Service Department. 2. We respond to any contact from a customer within a maximum of 7 working days. 3. We respond by telephone, , fax or letter. If a customer requests a response in writing s/he will receive one. 4. We encourage customers to contact the department relevant to their query, but Richard Powell (Customer Service Manager, tel: , [email protected]) has a day to day responsibility for Customer Service. 5. We operate an extensive Customer Service coaching policy. 2. Consultation 1. We have a continual consultation procedure with our customers through various channels, these include: Attendance at Supporters Club meetings Regular consultation with our Disabled Supporters Club Website feedback feature Club roadshow evenings Annual Survey FAPL (F.A. Premier League) questionnaire Fans Forums Supporter Panels Customer Comment Cards Programme Suggestion feature Dedicated Customer Service address, [email protected] Regular local radio supporters 'phone-in' IPSWICH TOWN 3. Communication and Information 1. The Press and Media are kept fully briefed by the Club on a weekly/daily basis. 2. We also publicise our position on major policy issues in an easily digested format within the Club programme, on the official website and to the media. 3. We give the earliest possible notice of any changes to our ticketing policy and the reasons for the changes. 4. Weekly Club 'news in brief' is now available via to our Club members on request. 5. Customers are contacted personally on any specific issues, which they are directly affected by. 6. Full details including ticketing arrangements are announced on match days over our public address system both inside and outside the stadium. 151

159 Ipswich Town Customer Charter 2001/02 4. Accessibility 1. We are intent on offering widespread access to matches at Portman Road by offering: 1. A broad range of ticket prices enabling customers to select a level to suit their budget. 2. At least 5% of tickets to each game go to non-season ticket holders (subject to ongoing stadium development).these will be sold by the Club to our Club members to ensure they go to the maximum number of home fans. 3. Concessions for junior supporters (under 16 years), we continue to direct the most significant discounts towards children in an effort to encourage young supporters. Concessions are also available for senior citizens (over 65 years), under 20 years when purchasing season tickets, students in full time education and seats with a restricted view. 4. An area of the ground for the exclusive use of family groups including junior supporters. 5. Support for disabled supporters and their carers. Richard Powell ( ) can be contacted for details of our disabled facilities and ticket allocation. Disabled supporters in receipt of DLA are entitled to a concession. 6. Double the areas (2001/2002 season) specifically for disabled supporters - these will be further increased with the ongoing stadium development. 7. Free or reduced admission to replays of abandoned matches to those who had purchased tickets for the original game. If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match. 8. Season tickets payable by installments at competitive interest rates. IPSWICH TOWN 2. Tickets for Cup competitions are priced according to the grading of the game and are sold on a priority basis to current Season Ticket Holders, Club Members and the general public. 3. A refunds policy such that in the event a season ticket is forgotten or mislaid, then the full match day ticket cost must be paid at the main ticket office.a full refund will be given on production of the season ticket book with the appropriate match day voucher still attached. This information is printed in all season ticket booklets. For individual match day tickets the Club will refund the full price of the ticket up to one week prior to the match. 4. We abide by the F.A. Premier League Rules governing the allocation of tickets to visiting Clubs including the allocation of disabled seats. 5. We charge admission prices to supporters of a visiting Club, which are no higher than those charged to our own supporters, for comparable accommodation. Concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting Club. 5. Away Support 1. Ipswich Town supporters are allocated tickets for away matches in order of the following priorities: 152

160 Customer Charter 2001/02 Ipswich Town 1. Away Match Club passport holders. 2. Portman Plus Gold and Blues Crew members with season tickets. 3. Portman Plus and Blues Crew members and season ticket holders without membership. 4. General Public.The opposing Club determines the cost of these tickets. 6. Community / Education 1. The main objective of the Community / Education department is to encourage fun and participation amongst all ages and backgrounds, particularly children aged 5-16 years, in the hope that many of these will develop an affection for the Club and to raise the educational standards within the Community. Ipswich Town visited over 200 schools in the 2000/20001 season and has set a target of over 220 schools in the 2001/2002 season. 2. The emphasis is on encouraging boys and girls to enjoy football and to take an active part in all football related activities, no matter what level of ability. 3. We support active integration of the Football Club into the local community through player appearances, fundraising activities and supporting local charities and businesses. 4. Our commitment to Education is reflected in the building of the Information Technology Learning Zone.We are working in partnership with the LEA to deliver the Government's Initiative, Playing for Success. This exciting development encourages young people between the ages of 10 and 15 years to develop their enthusiasm for learning through activities related to football. 7. Membership 1. We run a Membership scheme for adult and junior members. The benefits are as follows: Portman Plus (for adult members) Free IT's Football magazine binder. Free membership to the Official Supporters Club. Four complimentary copies of the Club's official quarterly magazine 'IT's Football' posted direct. Ticket priority for home and away matches. 10% discount off the Millennium Walkway. 10% discount in the Club's World of Punch stores. Members only events (to meet the Manager and Players). 20% discount off any room hire charges when booking a celebration party at ITFC. Cost to supporters: per person (12.50 for Gold Card season ticket holders). Blues Crew (for junior members). Free joining pack which includes a Blues Crew mouse-mat, calculator, wrist watch, certificate, membership card and autographed birthday card. 10% off all child merchandise in World of Punch stores. Chance to become the Blues Crew mascot at home matches (randomly selected by computer). Discounts available on all Football in the Community Coaching Centres and Holiday Soccer Courses. IPSWICH TOWN 153

161 Ipswich Town Customer Charter 2001/02 Exclusive Blues Crew Matchday Club to be held at Portman Road. Discounts on Birthday Parties, which include a meal, tour of the stadium and fun football session. Chance to attend the Blues Crew Christmas Party with the Players. Exclusive events specifically organised for Blues Crew members such as Meet the Player evenings, Soccer Specials, day trips, parties, away matches plus lots more... Ticket Priorities. Cost to supporters: Portman Plus Portman Plus Gold Blues Crew 8. Merchandise 1. All replica strip designs have a minimum lifespan of two seasons. 2. We undertake research on the design and number of new strips and involve supporters in the selection process. 3. We provide swing tickets attached to replica strips stating the validity i.e. 2001/2002 season. 4. Details of the next intended change of kits are available from the Club shops. 5. We endeavour to carry out our obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strips. 6. In the event of a defect with merchandise, customers are offered a replacement or refund of goods upon production of a valid receipt. 7. Merchandise is available to purchase online via the website IPSWICH TOWN 9. Our Staff 1. Fulfilling every aspect of the Club's Customer Charter is dependent on fully trained and motivated staff who have a passion for ITFC. 2. Each member of staff, has been or will be provided with appropriate Customer Service Coaching using an ITFC programme that has been externally developed for the Club. 3. Our staff members go through an induction course when joining where the importance of Customer Service is emphasised. 4. We operate a full equal opportunities policy. 5. We are proud to be one of the only Clubs to be accredited with the Investors in People (IIP) standard. 6. Any dissatisfaction regarding staff members' behaviour, please notify the Customer Service Team. 154

162 Customer Charter 2001/02 Ipswich Town 10. Key Personnel Chairman Directors Chief Executive Manager Secretary Director of Commercial Operations Director of Communications & Marketing Director of Finance Director of Academy David Sheepshanks John Kerr MBE DL Richard Moore Philip Hope-Cobbold Roger Finbow Lord Ryder OBE PC Derek Bowden George Burley David Rose Paul Clouting Alesha Gooderham Mike Cooper Bryan Klug 11. Responsibility The Directors and Management of the Club are: OPEN: We lay out the agenda. RESPONSIVE: Customer Service is paramount. PASSIONATE: In our quest for success. CHALLENGING: In our belief that we will always search for better ways. INCLUSIVE: We invite all sections of the community to be involved. ETHICAL: We uphold high standards of behaviour and integrity. ACCOUNTABLE: For our performance in every area of our business. 12. Supporters 1. We aim to continually improve the conditions in which fans watch and participate in order to maximise the enjoyment both for home and visiting supporters. 2. We will respond positively to the needs of supporters to enable all fans to overcome any barriers to their participation in supporting the Club.We will consult supporters with disabilities and sensory impairment to ensure that they are able to support the Club. 3. We will continue to listen to and respect the advice and opinions of supporters and endeavour to consult and communicate with them. IPSWICH TOWN 13. Our Values We comply with all statutory and regulatory requirements relating both to business and football management. We are operating at the leading edge of best practice both on and off the field by applying such standards as ISO 9002, Investors in People, FAPL Chairmen's Charter, Football Code of Best Practice and the Customer Charter. We endeavour to ensure that football at Portman Road is safe, affordable and accessible to the maximum number possible. We are accountable to shareholders and all supporters for the overall management, improvement and corporate governance of the business. 155

163 Ipswich Town Customer Charter 2001/02 We denounce any form of prejudice and encourages ethnic minorities and those with disabilities to visit Portman Road in order to participate in Ipswich Town events. Contact: Richard Powell & Nikki Sturmey, Customer Services Phone: Fax: IPSWICH TOWN 156

164 Club Charter Reports 2001/02 Ipswich Town IPSWICH TOWN FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 Following the launch of our first Customer Charter for the 2000/01 season we revised and updated our second edition and launched this just prior to the commencement of season 2001/02. We mailed this new edition out to 25,000 of our season ticket holders and Club members and also published it in full on our Club website. This report reflects our work in relation to our charter and also the agreed recommendations of the Football Task Force Recommendations of CUSTOMER SERVICE The Club have a designated Customer Service department with a Manager and Assistant Manager which was set up at the start of the 2000/01 season. This now incorporates the Club s Main Reception. The role of the Customer Service department is to gain feedback, good or bad, from our customers and to monitor and report this information to all departments within the Club and where relevant to the FAPL. Feedback is actively sought in a number of ways with the biggest source being via a feedback section within our official Club Website. The Customer Service department also has its own address which is widely publicised, encouraging our supporters to contact us on [email protected]. Other areas for feedback are by our customer comment forms available from all customer-facing departments. Customer Comments / Complaints All customer complaints or comments are fed into the Customer Service department, all are responded to within 7 days and a weekly summary of all these reports is then produced highlighting any action that has been or needs to be taken within a set time frame. This weekly report is presented to each department at a weekly Heads of Department meeting and to a weekly meeting with the Club s Executive consisting of Chairman, Manager, Financial Director, Commercial Director, Director of Publicity and Company Secretary. A summary of these reports is presented to the Board of Directors on a monthly basis and specific information extracted for a quarterly report to the Premier League. IPSWICH TOWN Customer Service Training Programme All full time members of staff completed a two-day "Team Ipswich Customer Service" training programme. The Club have appointed from within its own staff 12 Customer Service Coaches to drive the Team Ipswich Customer Service ethos into and beyond the following season. Customer Service Standards-Monitoring We employed the services of an external company to operate an extensive Mystery Shopper monitoring programme for the season 2001/02. This programme initially incorporated our customer facing departments namely Retail, Ticket Sales, Catering, Corporate, Community, Reception and Stewarding. All areas of customer contact were included: personal, telephone, fax, 157

165 Ipswich Town Club Charter Reports 2001/02 or letter. These were monitored, detailed reports issued and subsequent improvements instigated. For example a new incoming mail/ procedure was introduced within specific areas. CONSULTATION AND INFORMATION Consulting with our customers is very important for us at Ipswich Town Football Club and we endeavour to give and receive as much information as we can to a wide cross-section of our support base. This we do in various ways: We held a F.A. Premier League supporter panel on 7th January Topics discussed included ticketing and customer service and the panel was made up of 10 supporters selected at random from our database. Prior to home matches we held 4 Fans Forums lasting 1_ hours. These took place on 16 September 2001, 1 December 2001, 9 February 2002 and 2 May This 12-person panel was made up of a wide cross section of our supporter base and would have a life span of a maximum of one year. We met with a North Stand Liaison Group made up of 4 supporters from different sections of the North Stand to make sure the move back to the new North Stand from their temporary home went smoothly. We also wrote to all North Standers on 4 occasions - November 2001, January 2002, and February 2002 and finally with their seat number in April We then had two separate open days for them to view their new seats on 18 and 20 April We redesigned our Website and asked for volunteers to form a Website focus group with whom we met twice during the season as well as receiving ongoing feedback. IPSWICH TOWN We met with the Official Supporters Club Executive Committee on a monthly basis on the third Thursday in every month and also met with representatives of each branch of the Supporters Club three times during the season. Our Customer Service Manager met with all disabled supporters at all games, met with the Secretary of the Disabled Supporters Club on a weekly basis and with their Committee three times during the season. During the stadium development we, together with the architects, have met with representatives of this body to discuss plans for the new wheelchair areas. The secretary of the Ipswich Town Disabled Supporters Club has now been re-elected onto the National Executive Committee of the National Association of Disabled Supporters at their AGM at Northampton which we also attended. We have held 4 Customer Service Phone-ins on local BBC radio during the season. The constant drive for feedback produced a wide selection of suggestions ranging from proposed new items of Club merchandise to a full length mirror in the shops to view these items and from the issue of free capes to customers in our more open stands on rainy days to extra signage being required in certain parts of the stadium. We also asked for and received a good deal of positive feedback about our website with suggestions that it should include the Club s winning lottery numbers, a ground plan, different types of wallpaper and for match and season tickets being available online. 158

166 Club Charter Reports 2001/02 Ipswich Town ACCESSIBILITY Demand for tickets at Portman Road continued to be high and we were consistently unable to meet demand. We were carrying out major stadium development to increase our capacity by 7,500 to 30,000 to enable us to accommodate as many of our customers as possible. Our prices for F.A. Premier League matches ranged from 5.50 for a child to for an adult in one of our premier areas, demonstrating our desire to encourage a broad range of support by offering this wide range of ticket prices. Discounts on the adult price of 75% were given to children and 30% to senior citizens. Of our capacity of 22,500, 10,000 of these are at our lower level of for adults. Areas of the Britannia and Cobbold stands were designated as family areas, with 5,000 seats available approximately 25% of our capacity. These sections were non-smoking areas. Our disabled supporters - both wheelchair users and ambulant disabled - were offered concession prices, the equivalent of both carer and disabled supporter together paying the price of one adult ticket. This policy was also the same for our visually impaired supporters. Season tickets were available through an easy payment instalment plan with an APR of 26.8%. For the second year running we operated a priority scheme for tickets for home matches which incorporated a ballot amongst members. To enable us to make sure this represented a fair distribution of tickets to our own fans, only Club members were involved in this ballot and full details were retained so that where possible everybody received the same allocation. 5% of tickets for each home match were sold to non season ticket holders with this increasing considerably towards the end of the season with the opening of sections of our new North Stand. A small number of seats were classified as "restricted view" with a definition being defined as "A seat which has a view of the pitch partially obscured by a pillar or structure which has an impact on the enjoyment of the game". These restricted view seats were discounted at a rate of 2.00 per match or off a season ticket. Visiting Supporters In accordance with F.A. Premier League rules, 2,200 seats were made available to visiting supporters within our Portman Road stadium. Prices were in-line with those charged to our home supporters in comparable accommodation, with concession prices to both juniors and senior citizens available to those who qualified. 10% of our disabled accommodation i.e. 10 wheelchair spaces and 10 carers, was offered to visiting supporters. IPSWICH TOWN Away Support Match tickets for our own supporters who wished to support the team away from home were sold tickets on a priority basis as previously published prior to the start of the season in the season ticket/membership renewal package: 1. Away Match Passport Holders from the 1999/ Away Match Passport Holders from the 2000/ New Away Match Passport Holders 4. Portman Plus Gold Card Holders/Blues Crew Gold with a qualifying adult 5. Season Ticket Holders 159

167 Ipswich Town Club Charter Reports 2001/02 6. Portman Plus and Blues Crew members with a qualifying adult 7. General Sale (if any remaining) For high profile matches early in the season we reserved the right to use data from the previous season to establish priority. Away Match Passports were available only to those Portman Plus members who had committed themselves to attending virtually every domestic away match. A one-off administration fee was charged at the start of the season and a 1,000 maximum membership was set to ensure that the demand could be met. Cup Matches Season ticket holders were offered the opportunity to commit themselves to purchase tickets to all home cup matches prior to the start of the season by providing us with their credit card details. Cup vouchers were issued together with a season ticket book but money was not taken until 10 days before each match. Other season ticket holders were able to claim their seat on a priority basis and pay for this in the normal way. Any remaining tickets were then sold to our Club members prior to going on general sale. No matches were abandoned or postponed. INVESTING IN THE COMMUNITY IPSWICH TOWN Requests for player appearances were co-ordinated by Judy Dow our PR Manager who compiled a list each month and presented it to the first team squad. Players also proactively supported local initiatives, for example, opening local sports facilities. It was expected that each player would carry out 3 or 4 personal appearances each month, and this was carefully monitored and supported by the first team management. Younger players were also expected to take part in community visits and were encouraged to accompany senior players. FOOTBALL IN THE COMMUNITY The Club and the FFE&VTS run our Football in the Community Scheme jointly. We have 10 fulltime staff, together with 65 part-time staff, engaged as football coaches, birthday party supervisors and holiday activity supervisors. We have re-structured the job roles of our Football Development Officers to cover the specific areas of girls football development, coach education & development and increasing grass roots football participation. This season we have worked hard to provide a fully inclusive range of activities that can be enjoyed by all children. These activities have also included sessions that may have a focus on football but not necessarily from a participation level. The football participation activities now embrace a region that spans the County of Suffolk and areas of North Essex, North Hertfordshire and East Cambridgeshire. During the course of the season we delivered over 120 two-day holiday soccer courses to children aged 5-14yrs and provided weekly coaching at 34 regional coaching centres across the area. 160

168 Club Charter Reports 2001/02 Ipswich Town We continued to promote the development of girls football participation with a programme of specific school road shows. This led to the development of several successfully attended after school coaching sessions. These sessions will provide a direct feed into the development of a network of girls-only coaching centres. The Girls Football Development Officer has also supported a new Girls Football School (16-19yrs) at West Suffolk College, Bury St. Edmunds and has further strengthened links with Ipswich Town Women s Football Club. He has recruited a small team of community coaches to assist with weekly coaching sessions and the formation of a football development programme from Under 12 s through to the 1st team. In partnership with the Suffolk County Football Association, the Coach Education Officer delivered a co-ordinated programme of FA Coaching Courses including the Junior Team Managers Award, Coaching Certificate and UEFA B Licence. We also provided additional Child Protection and Emergency First Aid Courses. The fieldturf pitch at Portman Road continues to be extensively used. Two local schools, who have limited grass facilities, have continued to use the fieldturf for after school activities. It has also been used to deliver coaching sessions to special needs children from local schools such as Beacon Hill School, Ipswich and as far a field as Plume Community College, Chelmsford. There are 456 children per week who also use the facility for coaching sessions between Monday and Friday - from the very young at 5 years to advanced coaching sessions at 14/16 years. Further to weekly coaching sessions the fieldturf provides an excellent opportunity to engage youngsters in football skill challenges and small-sided games as a pre-match activity. Children are fully supervised by a team of qualified coaches for a period of 90 minutes before the match kickoff. These activities are provided free of charge and continue to foster a greater affinity between Club and families. Birthday parties are also held at the Football Club and during season the 2001/02 season, over 2000 children were part of this very popular activity. EDUCATION Our Education Programmes form an integral part of the Community Department and the Club now offers an innovative, diverse and well-respected portfolio. Playing for Success is the cornerstone of our education provision. This Department for Education & Skills (DfES) and Premier League initiative has seen the development of a first rate partnership between ITFC, Suffolk County Council and the DfES. The ten-week Study Support Programme is offered to youngsters from Key Stage 2 and 3 and is delivered in the newly established IT Learning Zone. This futuristic computer suite provides a unique learning environment from which young people are encouraged to develop their literacy, numeracy and computing skills. The Playing for Success initiative was announced in the Government's 'Excellence in Schools' White Paper and focuses on children who need a little motivation to get back up to speed with their key skills. IPSWICH TOWN In addition to Playing for Success, the ever-popular More Than Just a Game continues to draw pupils from across the region to Portman Road. Once again, the IT Learning Zone provides an ideal base for this dynamic 2-day programme which opens the whole stadium as a classroom. The IT Community Challenge is the latest addition to our Education Portfolio - offering a 12-week programme to disaffected young people between the ages of 16 and 19. This will soon be joined by our Adult Education Initiatives that will offer IT training to the wider community. 161

169 Ipswich Town Club Charter Reports 2001/02 Our IT Learning Zone was opened in September 2001 and 90 children per week took advantage of the 10 week after school hours study support. THE PRINCE S TRUST VOLUNTEER PROGRAMME Ipswich Town has formed a partnership with YMCA Training, who deliver The Prince s Trust Volunteers Programme in Suffolk. The Programme is a twelve-week personal development course for young people aged 16 to 25. During the last year the Club has supported 44 young people on 4 teams of volunteers working in the community. The Club provided signed merchandise that the volunteers used to fundraise for the equipment required to complete their community projects. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included transforming a play area at Murrayfield Primary School, organising a Maths outdoor game for local school children, and providing a week of activities for young people at a Youth Centre in Sudbury. The Club made two financial donations to the Prince s Trust during last season: 1000 was donated to the Trust to support its work with young people across the East of England; and 275 was donated to YMCA Training from the proceeds of its Golf Day to support its work with the Volunteers Programme in Suffolk. The Club also provided hospitality facilities for two major events in which The Prince s Trust were involved: the Shell Livewire Young Entrepreneur of the Year for Suffolk; and a 25th Anniversary Prince s Trust Celebration. IPSWICH TOWN CHARITIES This was the first season we tried a new approach with the charitable requests. We formally adopted 30 charitable organisations for the duration of the season these included 4 hospitals (Ipswich, Bury St Edmunds, Colchester and Addenbrookes in Cambridge), 3 adult hospices and the East Anglia s Children s Hospices; a number of youth organisations; cancer charities; and several other organisations. These officially recognised that Club Charities received priority on items of signed memorabilia and have, wherever possible, also been supported with player appearances. We have also assisted with marketing ideas and other activities to help raise the profile of the organisations. In addition to the Club Charities we continued to support many local fundraising initiatives with player appearances and sent out a total of 2,849 signed items of memorabilia. 10 tickets for each home game were also designated as specials, and were donated to special cases, either direct to individuals or through our Club Charities. We continued to designate one day a week for the squad to sign items of memorabilia this has ensured a regular flow of items. We worked closely with the local council, and have supported all applications from registered charities to make collections outside Portman Road on match days. 162

170 Club Charter Reports 2001/02 Ipswich Town We held a Football Aid match on 29 April 2002 and raised 4,975 for Football Aid and a local charity (yet to be designated). MEMBERSHIP SCHEMES The Club successfully operated membership schemes for both adults, costing 15 (17,707 members) and for juniors under 16, (5238 members). Benefits included: PORTMAN PLUS IT'S Football Official Club Magazine annual subscription (4 issues) IT S Football Binder 10% at discount off merchandise at the Club s 'World of Punch' Stores" Portman Plus members only sale days Opportunity to receive ed press releases. Opportunity to enter the members ballot for home match tickets Priority on home matches and early booking prior to general sale, subject to availability. Members Away Match Passport opportunity Priority on away match tickets, subject to availability 1.00 reduction on Club s away travel coaches Free membership of the Official Supporters Club 20% discount on room hire charge BLUES CREW Welcome pack including mouse mat with calculator and wrist watch Chance to become match day mascot Ticket Priority Exclusive Blues Crew events such as Meet The Players Discounts available on Football in the Community coaching courses Blues Crew Christmas Party 10% discount on all child merchandise at Club s 'World of Punch' stores MERCHANDISE IPSWICH TOWN There was no change to our home kit at the end of the season. A new change strip was introduced after the old one had been in use for two years. Supporters were consulted on the design of the strip through a voting process set up to enable them to vote on two strips via the website, in person or by post. STAFF CONDUCT Our Equal Opportunities Policy states: In achieving its objectives the Club s policy is that candidates for vacancies are assessed on their merits and suitability and that throughout the recruitment and selection procedure (and opportunities after recruitment for training and career advancement) all candidates will be given an equal opportunity with no direct or indirect discrimination on grounds of sex, marital status, race, colour, nationality, ethnic or national origin. The Club takes seriously its obligation under the Disability Discrimination Act All applications will be given full and fair consideration and the Club will ensure, so far as is possible, that applications are attracted from all sectors of the community. 163

171 Ipswich Town Club Charter Reports 2001/02 FACILITIES FOR DISABLED SUPPORTERS Our contact for disabled supporters was our Customer Services Manager Richard Powell. This season we increased accessibility for disabled supporters by extending the designated areas for disabled supporters. The capacity was increased to 81 spaces for wheelchair users including 10 for away supporters, with the same number of available seats for their carers. We also provided 54 seats for ambulant disabled supporters. Match commentary was provided via headphones to visually impaired supporters in 12 seats. Choice of viewing positions was offered by making accommodation for disabled supporters available in 4 separate areas in both upper and lower tiers of the stands. All areas have exclusive adapted toilet facilities and have easy access to convenient low level service refreshment outlets and a lift was provided for access is to the upper tier. A further 4 areas are being opened in the new North Stand for the season 2002/03, allowing accommodation for an additional 100 disabled supporters. Stewards who were on duty in the disabled areas were clearly identified and had undergone disability awareness training. Car parking space is very limited at Portman Road and we were only able to offer just 4 spaces to disabled supporters. However, we arranged for supporters to be dropped off at the nearest access point at the end of the main driveway. We also arranged for a "meeting and greeting" facility and made available wheelchairs for access to the seating areas. IPSWICH TOWN Information for our disabled supporters was made even easier to get by the addition of our Disabled Supporters Club to the Club's official website. When wheelchair users travelled to away matches, stewards were available to assist with access to the coaches. For 6 matches a specially adapted coach with a wheelchair lift was used and this service will be available for all required matches for the season 2002/03. ELIMINATING RACISM We continued to support the Kick It Out (KIO) and Show Racism the Red Card (SRTRC) Campaigns, and held 2 events at the Club this season in conjunction with The Suffolk County Council Multi-Cultural Team 15 October 2001 and 16 April 2002 with over 150 local children at each. 3 first team players attended each event and shared their views with the youngsters before signing many autographs. First team shirts and footballs signed by the squad were used as prizes for the competitions. These events also launched the ITFC SRTRC poster. Our official team photo shoot included an extra shot with the team holding up Show Racism the Red Card placards we scanned the team's autographs onto the shot and sent these pictures out to all supporters, both home and abroad, who had requested team photos. In the national anti-racism week of action we invited the winners of the poster competition to the Everton match and paraded the Let s Kick Racism Out of Football banner around the pitch prior to the game. We also distributed magazines via the turnstiles and arranged appropriate PA announcements. 164

172 Club Charter Reports 2001/02 Ipswich Town At every home game the anti-racism announcement is made via the PA, with procedures in place for reporting any instances of anti-racist behaviour or remarks. Various notices are placed in key areas of the ground endorsing this message. Matt Holland and David Sheepshanks both provided quotes for the SRTRC annual report. DEALING WITH RACIST BEHAVIOUR Our Ground Regulations stated that it was an offence to use racist abuse at the ground and we worked to a common strategy with our local police force to deal with any racist behaviour at the ground. When we received a report of racist behaviour we asked a plain-clothes police officer to be sent in with a tape recorder to gather evidence. This season we received one such report but this was not substantiated. IPSWICH TOWN 165

173 Ipswich Town Club Charter Reports 2001/02 IPSWICH TOWN 166

174 Customer Charter 2001/02 Leeds United LEEDS UNITED FOOTBALL CLUB CUSTOMER CHARTER ACCESSIBILITY 1.1 The Club continues to strive for wider access to matches by offering: A broad range of ticket prices. Including special Family packages, (2 adults and 2 children) At least 5% of tickets to each game to non season ticket holders Concessions for junior supporters, senior citizens, disabled supporters. A discount will be given on restricted viewing seats to the amount of A dedicated area of the ground to our family supporters. We at Leeds United welcome families and have a family stand dedicated to our season ticket holders (8,000 seats); we also offer additional areas as family packages on a match-by-match basis. This area will be strictly no smoking and discourage any unsociable behaviour. When booking your family package please ask our Ticket Services for further details of location and cost. The Club will also provide crèche facilities for those under the age of 8 years (above 6 months), for this service please contact Shameen Fazal on Support for disabled, visually impaired and ambulant supporters and their carers. On match days the club operates a meeting area available to both home and away supporters in it s South Stand offering subsidised snacks and hot drinks. The toilet facilities are operated with radar keys, available on match days from designated stewards. Car parking is also available (although limited). The cost of a match ticket for a disabled fan and helper is Further information on facilities and ticket allocation can be obtained from Sam Riley on Free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground before kick-off ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off spectators are entitled to half price admission to the rearranged match Our current policy on season tickets enables payment by instalments on a direct debit scheme running for six months, interest free. This policy will be reviewed on an annual basis Greater opportunity for purchasing tickets. Tickets may be purchased by telephone: ; by fax: ; by [email protected]; by post: c/o Ticket Services, Leeds United, Elland Road, Leeds LS11 0ES; from the Leeds Store, 6 Albion Street, Leeds LS1 6HX and from our West Stand Ticket Office. LEEDS UNITED 1.2 Tickets for cup competitions are priced on a match-by-match basis and are allocated as follows:- season ticket holders have priority on their seats; members then have a prioritybooking period, before tickets are finally put on general sale. 167

175 Leeds United Customer Charter 2001/ The Club has introduced an Auto Cup Tie Scheme. The Scheme allows Season Tickets holders to apply for all home Cup games at the start of the Season. Tickets are automatically allocated 48 hours after the draw. Season Ticket holders not wishing to attend the game may cancel within this 48 hour period. 1.4 Refunds for tickets are available up until 48 hours prior to match day if the game is a sell out. Otherwise, individual cases will be reviewed. When a fixture is rescheduled supporters must apply for a refund within 7 days of the announcement of the change. 1.5 Refunds on forgotten season and match tickets are available (subject to an initial seat check) Season and match day ticket holders may purchase their ticket again in FULL for the match ticket at the ticket office. They must then apply for a refund in writing enclosing the relevant voucher/ ticket stub. There will be an administration charge of 2.00 per claim and this will be deducted from the refund when sent. All requests for refunds on forgotten season tickets must be received within 10 days of the game. 1.6 The Club will attempt to notify our supporters of any fixture changes through the following means; match day programmes, notices in our retail outlets and ticket offices, Leeds United website, Clubcall and all usual media. 2. AWAY SUPPORT 2.1 The club s supporters are allocated tickets for away matches as follows:- The club also offers a limited number of away season tickets (including concessions) for Premier League matches. Away season ticket holders are allocated their tickets first. The remaining tickets are split equally between the Ticket Office and the Supporters Club. Tickets are only available to Striker members. The away club determines the cost of these tickets. Ticket Services only accept postal/ fax and applications from Striker members. Away tickets are not offered for general sale. The club offers our away supporters coach travel to and from away clubs at an additional fee. LEEDS UNITED 2.2. The club does not charge admission prices to supporters of the visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. 2.3 The club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP 3.1 The club runs two supporter membership schemes, Premier Strikers for over 16 s and Junior Strikers for under 16 year olds 3.2 The benefits to Premier Strikers are advanced bookings on home games including European games (one ticket per member), discounts in official Leeds United retail outlets (see in store for details) and the ability to book tickets for away matches. For further information please contact Ticket Services. 168

176 Customer Charter 2001/02 Leeds United The club actively involves and encourages our younger supporters, establishing positive relationships between the club and the local community. This is achieved through our Junior Strikers membership scheme. Each subscriber receives a welcome pack including a welcome letter, membership card, certificate, a fact file, stickers, team photo, pin badge and swim bag. Throughout the season they will receive priority booking for home games, ability to purchase away game tickets, chance to be a mascot, official team photo, a quarterly newsletter, Christmas cards and present, chance to vote for the Junior Striker Player of the Year, discounts on stadium tours and Football in the Community coaching courses and competitions with the chance of meeting their favourite player. For further information please contact Kate Richards on Corporate Membership The Club operates ten Corporate membership schemes: Presidents Club Premier Lounge Directors Box East Stand Boxes Banqueting Suite East Stand Box 26 The Bremner Suite East Stand Executive Club Centreline Club Match Sponsorship South Stand Boxes Match ball sponsorship Match by match corporate membership schemes on are also available at our Stadium Way Pavilion. These schemes vary in price and content however the club aims to provide high quality corporate packages, allowing our customers to entertain and conduct business in a relaxing and constructive environment. Further information can be obtained from Andrea Waring on Conference and Banqueting Conference and Banqueting commits to deliver to all customers a consistent level of Customer Service and satisfaction, ensuring all requirements, specifications and client needs are fully implemented. We strive to not only deliver on this mission statement but furthermore to exceed our customers expectations irrespective of the nature of their event. For further information please contact Steve Timmins on CONSULTATION AND INFORMATION 4.1 The Club consults supporters on a regular basis through questionnaires, FAPL annual fans survey, supporters panels, focus groups and via the official website. The Club recognises the voice of our junior members and will be holding annual feedback sessions to build upon our existing relationship. LEEDS UNITED 4.2 The Club publicises its position on major policy issues in the Club programme, stadium advertising and local and national media. 4.3 The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents. 169

177 Leeds United Customer Charter 2001/ The Club gives the earliest possible notice of any changes to its ticketing policy and the reason for the changes via the official club website, ticket information line (non-premium rate tel: ), match day programme and standard regional and national media circulation list. 4.5 The Club undertakes research on the design and number of new strips in collaboration with manufacturers. 4.6 The Club meets regularly with Leeds United Disabled Supporters Organisation (LUDO) to discuss any prevailing issues and our Operations Director, Community Affairs Manager, Stadium Manager and Disabled Tickets Co-ordinator liase with them on a weekly basis. 4.7 The Club will consult with the local community and our supporters on the relocation of the Club and keep them informed of any decision that is made. 4.8 The Club recognises its responsibility to all customer information obtained through the purchasing of Season Tickets and other services. All information is stored confidentially in accordance with the Data Protection Act 1984 and no data is issued or sold without the prior consent. 5. COMMUNITY ACTIVITY 5.1 Community United was launched in October 1998 and aims to deliver a high quality, innovative and far reaching programme of work with the community in line with national government initiatives and in partnership with the local authority, key community organisations and the club s corporate sponsors. The Club accepts its responsibility to give something back to the community and will continue to demonstrate its commitment through the Community United initiative. 5.2 Our Education programme provides a positive learning experience for young people in the Leeds Education Authority and its aims are to help raise levels of achievement in literacy, numeracy and ITC skills through the theme of football. Staff in the dedicated Learning Centre based at Elland Road also encourages the development of self-esteem and confidence of all pupils. LEEDS UNITED 5.3 The Club s developing Football in the Community programme s overall objective is to ensure that every child in Leeds has an opportunity to participate in football whatever their means and ability. Our 43 coaches reached 100,000 young people in 2000/ 2001 and are looking to exceed this for Funding from our kit sponsors has enabled us to deliver free sessions to schools this year, to ensure that the schools in most need of input were reached first. 5.4 Each year the Club nominates six main Charities and provides financial donations and support in kind for the whole season. The Players also come together and chose a charity to work with for that season. Other donations to charitable requests throughout the season are assessed on their merits and supported accordingly. A copy of our charity policy is available on 170

178 Customer Charter 2001/02 Leeds United 5.5 Leeds United is committed to supporting the Prince s Trust Football Volunteers Programme. From the Directors to Community staff to the Leeds United players, there is a wide range of involvement from the club to help volunteers get the most out of their experience on the scheme. 5.6 The Racism issue is something that Leeds United feels very strongly about and believes that eliminating it at an early age will filter through to local communities. The Club also believe that young people can really make a difference and greatly encourages their support. 5.7 We support our disabled and ambulant supporters through the Leeds United Disabled Organisation, information of which can be obtained from Sam Ward on Our Football in the Community coaches also works closely with the One2One Disability Counts football team providing coaching sessions. 6. MERCHANDISE 6.1 Replica strips have a life span of two seasons unless stated otherwise. 6.2 The Club will provide replica strip life span information in merchandise stores and via the mail order service for 2001/ All store staff will be provided with information on the next intended kit change as soon as it is confirmed. 6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip. 6.5 The Club offers refunds on merchandise (in accordance with its legal obligations) 6.6 Our Mail Order service will endeavour to notify our customers either by letter, telephone, or fax of any changes in pre agreed delivery dates that will affect their order. Merchandise is available online and from our mail order service The Club will attempt to endeavour that our trading relationships with our customers, franchises and suppliers are of an ethical nature and do not contradict any human rights/ environmental laws. 6.8 The Club will strive to notify our customers of any changes in squad numbers and name changes through our retail outlets and website as soon as reasonably possible. 7. COMMERCIAL ACTIVITY 7.1 The Club will endeavour to operate good integrated business practices throughout its commercial activities through structured processes such as competitive tendering, in an attempt to attain best value for the business. LEEDS UNITED 7.2 When working with our business partners the Club will undertake due diligence to ensure that professional organisations are used. 171

179 Leeds United Customer Charter 2001/ The Club recognises the importance of our family supporters and therefore any official Leeds United publications produced will be in good taste and decency. 8. STADIUM AND MATCH DAY 8.1 The Club will ensure that the Elland Road Stadium will adhere to all pertinent health and safety regulations set out by the Football Licensing Authority and other statutory bodies. 8.2 The Club s Safety Officer will meet regularly with the Safety Team and allow members of the Safety Team to be present at any match in line with their monitoring process. 8.3 The Club s match day stewards will receive comprehensive induction training on fire, first aid, general health and safety procedures and customer service. Many of our stewards continue their training and achieve the Football Stewarding Qualification recognised by the Football Association. 8.4 The Club takes the issue of racist abuse, actions causing offence, language causing offence and unreasonable or offensive behaviour seriously and in an attempt to eradicate this problem we will train our stewards to be extra vigilant of any offenders. If the perpetrator continues to contravene these regulations then further action will be taken in accordance with the Club s policy to: Match ball sponsorshipimmediately investigate the matter Match ball sponsorshipcontact the offenders Match ball sponsorshipif necessary dispatch undercover officers to observe and gather evidence Match ball sponsorshipreport the offence police to the if serious enough The Club works with our supporters in overcoming many of these problems; our aim is to achieve an enjoyable and positive atmosphere at matches. The actions taken by the Club will depend on the severity of the incident but could range from an official warning to a life ban from the Club. The Club will also keep the offender under close observation to ensure no repeat of the incident. If you wish to report an offence you can contact us on our club hotline ; by [email protected] and by post to Stadium Management, Leeds United, Elland Road, Leeds, LS11 0ES. All problems are dealt with in complete confidentiality and in accordance with our customer service policy. LEEDS UNITED 9. STAFF CONDUCT 9.1 Leeds United Football Club is an equal opportunities employer. All employees and other individuals will receive equal treatment regardless of colour, nationality, national or ethnic origin, race, religion, sex, marital status, sexuality, disability or political views. No company employees will be disadvantaged by a condition or requirement that cannot be shown to be justifiable. 9.2 We aim to establish Leeds United as a leading international sport, media and leisure club. This will be achieved through the commitment to the highest level of customer service and value and by empowering our employees to deliver with integrity and professionalism. 172

180 Customer Charter 2001/02 Leeds United 10. CUSTOMER SERVICE 10.1 Helping us to help you The Club actively welcomes feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you the customer. To make a complaint or comment please follow these steps: Step One If you are dissatisfied with any aspect of the service received, you should initially inform our Customer Services staff, which will log your call and provide an initial response within 48 hours and a full response within 5 working days. Step Two If you remain dissatisfied after the full response you should inform us of your grievance and Customer Services will investigate your complaint personally to reach a solution that is mutually satisfactory. A response will be issued within 5 working days of receipt of your letter Step Three If you believe your complaint should receive further attention then you can write to the Club s Operations Director, David Spencer at Leeds United, Elland Road, Leeds LS11 0ES, detailing your complaint and the reasons for your continued grievance. You will receive an initial response within 48 hours and a full response within 10 working days. Similarly we would like to hear from you if you have any suggestions as to how we can improve our service or are pleased with the service that we currently provide The Club is currently working towards achieving Investors in People emphasising our public commitment from the top to develop all our employees to achieve our business objectives. This commitment to training and development should be reflected in the delivery of our customer services Contacting us Customer Service Tel: Fax: [email protected] Ticket office Customer Service Tel: Fax: [email protected] LEEDS UNITED 173

181 Leeds United Customer Charter 2001/02 LEEDS UNITED 174

182 Club Charter Reports 2001/02 Leeds United CUSTOMER CHARTER LEEDS UNITED FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 The Leeds United Customer Charter was completely revised for the 2001/02 season in order to reflect the advances we had made in our service to supporters. The new Charter was launched at our home game against Tottenham Hotspur on 4 November A postcard was distributed at this game which supporters could return requesting a copy of the Charter. Our Charter was available as a glossy leaflet at all customer touch points, including Reception, Ticket Services, Security, our website ( and all the Leeds United stores. Supporters were also able to request a copy of the Charter by contacting any of the Club s departments. This report reflects our work in relation to the Charter and to the agreed recommendations of the Football Task Force of TICKETING Leeds United is committed to offering a broad range of prices for our fixtures. The prices for F.A. Premier League games split into 3 categories A, B and C according to the opposition - and were as follows: Match day Prices 2001/02 A B C Ends & Quadrants Adults Concessions East & West sides Adults Concessions Family Stand Adults Concessions Children U Family Packages N/A This was the third season that ticket prices had been held at this level. Concessions were offered to the over 60s and under 16s on both season tickets and match-by-match bookings. Students in full-time education were also offered a concession on season tickets only. Seats classed as having a restricted view were discounted by 2. Season ticket sales were stopped when we reached 27,000. Therefore, around 20% of our seats were available to non-season ticket holders, once the away allocation and corporate tickets had been taken into consideration. Our Striker members were offered priority booking on all games. LEEDS UNITED FAMILIES Our policy to encourage families to come to Elland Road continued this season. The lower section of the East Stand has for a number of seasons been designated as our Family Stand. It has a capacity of 8,710 22% of the stadium s capacity. This area is non-smoking, significantly cheaper for the under 16 s and has better concourse facilities than in other areas. This area sold out this season, to season ticket holders. As a result we allocated an additional area in our South 175

183 Leeds United Club Charter Reports 2001/02 Stand for our match-by-match family customers. These tickets were sold as a family package of 2 adults and 2 children at a price of either 55 or 65 depending on the category of the fixture. An average of 1,000 additional tickets were sold per match in these areas. FACILITIES FOR SUPPORTERS WITH DISABILITIES The Ticket Office distributed tickets for our supporters with disabilities. Tickets were free to supporters who are registered disabled and personal assistants paid a concessionary price of 13. At the start of the season we issued 270 complimentary season ticket passes to those supporters who wished to attend every game. Passes contained a photo of the supporter and they were allocated a specific seat or wheelchair space. Tickets could be booked in advance or on the day of the game (subject to demand). Tickets were available by postal, fax and application and supporters were invited to apply for tickets from the start of the season. These bookings were dealt with by Sam Riley, our Disability Co-ordinator on or by at [email protected]. Supporters with a hearing impairment could contact Ticket Services by text phone on In addition, we installed a loop system at our Ticket Office counters to assist those supporters using hearing aids. We provided 118 spaces for wheelchairs and 180 seats for the supporters with other disabilities. 8 of the spaces for wheelchairs were provided for away supporters. Again, these were free to wheelchair users and priced at 13 for personal assistants. Away supporters were usually located in the same areas as the rest of the visiting fans, but this did depend on their Club taking up the full allocation of away tickets. 26 headsets were provided for visually impaired supporters, with commentary provided by Aire FM. 100 car parking spaces were provided free of charge to season ticket holders, in the Fullerton car park approximately 100 metres from the main gate. A further 16 spaces were provided just outside the main gate. As our own supporters use these spaces, we recommended to away supporters that they park in car park B near to the West Stand where the first 2 rows of spaces are reserved for wheelchair users. A lounge in the South Stand was available for the exclusive use of disabled supporters, on match days, with tea and coffee provided. Elsewhere there are bars and snack counters available near to where our disabled supporters sit. LEEDS UNITED When our supporters travelled to away matches on an official coach, stewards were on hand to help them with access to the coach. We had a good relationship with Leeds United Disabled Organisation (LUDO), providing printing and photocopying facilities for their newsletter and also mailing it out on their behalf. We also provided a meeting room for their monthly meetings. The chair of LUDO was also involved in our fans forum. An information pack was available from Sam Riley giving details of our pricing and facilities and a guide to the ground for supporters with disabilities. No games were abandoned. 176

184 Club Charter Reports 2001/02 Leeds United In order to make season tickets more accessible to those on lower incomes we continued to offer a 6 months interest free season ticket payment plan. Payments were made by direct debit and over 12,000 season ticket holders opted for this payment method. CUP COMPETITIONS Tickets for our cup matches were discounted in order to ensure that we attracted as many supporters as possible. They were priced as follows: Adult Concessions Family UEFA CS Maritimo UEFA Troyes UEFA Grasshopper Worthington Cup Chelsea UEFA PSV Eindhoven AWAY SUPPORT We continued our policy to only sell away tickets to Striker members. Away season tickets were available for a one-off payment of 505 for adults and 315 for concessions at the start of the season. Tickets were then sent out approximately two weeks before the match. A total of 500 supporters joined this scheme. The remaining away tickets were divided in two with 50% allocated to the Leeds United Supporters Club and 50% allocated in strict order of application. To ensure that each member only received one ticket, Ticket Services handled the administration of both allocations. Supporters could apply for any game in advance, by postal, fax or application only. Virtually every game sold out to these advance applications. VISITING SUPPORTERS We made up to 3,500 seats available for visiting supporters at Elland Road. Away supporters were offered the same concessions as our home supporters and all prices were the same as for home supporters in comparable accommodation. Away supporters were always offered tickets at the lowest end of our price range. LOYALTY AND MEMBERSHIP Membership of the Junior Strikers cost 15 and was available for the under 16s. Benefits included: Priority booking for all home games Away Club Card Chance to be a mascot Official Team Photo Newsletters and unique FREE Gifts Voting for Striker Player of the Year Certificate signed by the manager Discount on Stadium Tours and Football in the Community coaching courses Competitions to win prizes, such as meeting a favourite player LEEDS UNITED 177

185 Leeds United Club Charter Reports 2001/02 Alan Smith was President of the Junior Strikers for the 2001/02 season and has been very involved in the activities of the Club. This has included attending a number of events arranged for Junior Striker members and input into the Club s newsletter. This year the Junior Strikers voted for Rio Ferdinand as their Player of the Year. Membership of Premier Strikers Club cost 20, the cost of which was included in the cost of the season ticket. Benefits to members included: Priority booking for all home games Away Club Card Regular special offers at Leeds United Retail Stores CONSULTATION AND INFORMATION Fans Forum A group of supporters representing a cross-section of our fans regularly meets with the Club s Head of Community Affairs and Operations Director. The meetings are chaired by the supporters and minuted. Initially set up as an Anti Racism Forum, its objectives have now grown and as a result consultation on other issues such as standing have proved successful. One example of the positive contribution made by the Forum is the work undertaken on persistent standing by supporters. At the beginning of the 2001/02 season, through a suggestion made by the Forum, a notice was placed in the Leeds v Southampton programme explaining why it is important for our fans not to stand and the consequences of contravening this regulation. The Club found this to be incredibly successful and the fans were satisfied, having the issue explained in greater detail. This message was reinforced throughout the season with big screen messages and tannoy announcements. This season Fans Forums were held on: 23 September October November December January February March May 2002 LEEDS UNITED Supporters Panel This year the Club hosted Supporters Panels for both our older and younger supporters. David Goodman and Cathy Long of the F.A. Premier League chaired them and the information proved incredibly useful in gaining a greater understanding of our supporters. The Club has taken on board the comments made and as a result has replaced the telephone system in the ticket office. Firefly Focus Groups In order for the Club to gain a greater understanding of our supporters, focus group sessions were carried out by an independent agency. A demographical cross-section of supporters was taken and discussion groups of approximately 6 were independently chaired and videoed for information. 178

186 Club Charter Reports 2001/02 Leeds United The groups were consulted on a number of different issues relating to the Club, from match day experience to words that best describe the Club ethos. The consultative process proved invaluable in understanding our supporters needs and will help us to deliver an improved match day experience. Leeds United Disabled Supporters Organisation (LUDO) We met with LUDO on: 23 August October November January February March May June July 2002 Match Day Programme At the last match of the season a number of randomly selected supporters were asked to complete a questionnaire regarding the content and value for money of the match day programme. The results of this survey have now been collated and will form a report identifying areas of improvement. It is hoped that the survey content will be reviewed on an annual basis in order for the Club to glean a detailed understanding of the reader s requirements. Mail outs Season Ticket Deadline, Customer Charter This year the Club has produced a number of mail outs in order to inform our customers of any changes, i.e. Season Ticket renewal and deadline dates and Customer Charter request forms. INVESTING IN THE COMMUNITY: COMMUNITY UNITED Leeds United recognises the power of football and the positive effect it can have on young people. In partnership with the public and private sector, we have developed an innovative and far reaching programme of educational and sporting activity focusing on helping to raise levels of self-esteem and achievement of young people. Our vision is to increasingly develop positive relationships with our local community to help it develop and prosper. During 2001/02 we have focused on continuous improvement in the delivery of our programmes and maximising the Leeds United brand to achieve key objectives in education, employment and regeneration and social objectives in healthy living, environment and the community. LEEDS UNITED Our commitment is reflected in the wide range of community initiatives undertaken, some of which are outlined below. 179

187 Leeds United Club Charter Reports 2001/02 EDUCATION The Leeds United Learning Centre, situated underneath the South Stand, continues to provide a positive learning experience for children and young people within the Leeds Education Authority. Through a variety of projects the Centre aims to raise levels of achievement in literacy, numeracy and ICT skills and develop pupils' confidence and self-esteem. This season the Centre employed: Three full-time teaching staff One full-time and one part-time administration staff One full-time IT technician One full-time Tutor/Mentor Coordinator One full-time Caretaker One full-time Bus Driver (sponsored by First Bus, Leeds) Two part-time Bus Escorts The Centre was open from 9am to 8pm every week day and Saturday mornings 9am to 1pm every week throughout the year, including match days, delivering to approximately 400 young people per week. Centre staff also delivered on anti-racism projects weekly within the Inner South Leeds Family of Schools and further afield. Standard Attainment Targets (SATs) support was also provided when requested by several local schools. These projects took place within the schools, delivering to approximately 75 young people per week. Projects for adults and young people running in the Centre in 2001/01included: Playing for Success Playing for Success is part of the Government's National Framework for Study Support. Pupils are selected to attend the Centre by their schools against agreed criteria, as defined in the schools development plan. Pupils attend 2, two-hour sessions a week for ten weeks giving them 40 hours of out-of-school-hours study support. During this season 360 pupils from 23 primary and 3 high schools were involved. LEEDS UNITED PASS Scheme (Pupils Accessing Study Support) The PASS scheme involves pupils attending the Learning Centre, with their class teacher, during their school day. The scheme aims to support literacy, numeracy and ICT. Projects are planned in consultation with the school and delivered by the Learning Centre teaching staff. During this season the PASS Scheme was delivered to pupils on 4 afternoons per week (an increase on last season by one day per week). 8 Primary and 1 High school were involved, and the number of pupils involved on the PASS Scheme this season totalled

188 Club Charter Reports 2001/02 Leeds United Learning Through Football The Learning Through Football scheme is now in its 11th year of operation. Learning Through Football is delivered by the Centre s teaching staff, supported by the class teacher from the participating school and is available to all Leeds Primary and Special schools. Schools choose a curriculum focus and Centre staff develop a day s programme to deliver to the pupils using the stadium and its personnel as a teaching resource. This season Learning Through Football was delivered on two days per week until September 2001 and one day per week thereafter. Funding was secured with Barclaycard to provide two further teachers (one day each per week). This provided resources to increase the number of Learning Through Football days offered to schools. The total number of schools involved this season was 36 and the approximate number of young people involved was Revision Courses for Looked After Children These projects were operated in partnership with Leeds Social Services to provide resources and an environment conducive to study for GCSE pupils currently in their care. Summer Schools During the summer of 2001 Centre staff delivered a summer school project to 30 pupils from Cockburn High School for one week. Plans are under way for a summer school with Matthew Murray and Morley High Schools in July % Attender Project In partnership with the local Single Regeneration Budget Education Support Worker, projects have taken place to encourage reluctant school attenders. This season two pilot projects have been delivered to 40 pupils. Super Learning/Revision Days Centre staff have planned and delivered Super Learning Days and Super Revision Days for local high school pupils and Leeds United Academy players. Two schools and the LU Academy have been involved in 8 Super Learning or Super Revision Days with an approximate 500 young people. Mentoring Project The Leeds United Learning Centre has become an approved deliverer of mentor training through the National Mentoring Network and has worked with Learning Partnerships to develop training in voluntary work through which mentors can become accredited by the Open College Network. Currently 130 mentors are being trained to work with young people on a range of education projects, which are run at the Stadium. Sixty of these mentors have achieved recognition by completing the core study unit of the training programme. LEEDS UNITED 181

189 Leeds United Club Charter Reports 2001/02 CLAIT IT Courses for Adults Computer Literacy And Information Technology (CLAIT) and Integrated Business Technology (IBT2) courses were delivered in partnership with Leeds College of Technology two mornings per week and progression routes were offered in conjunction with the South Leeds Family Learning Centre. This season parents, volunteers, students, New Deal Clients and members of the Leeds United staff have participated in these courses. FOOTBALL IN THE COMMUNITY Our Football in the Community Scheme is a non-profit making grass roots sports organisation, managed by a forum of Football in the Community Manager, Club Director, Community Affairs Manager and representatives from Football in the Community Head Office (FFE & VTS). It is supported by the football Club financially and in kind through office space and all related costs, sponsorship (Nike, Coca-Cola) and contribution to salaries, provision of match tickets, marketing support and player visits. The overall objective of the scheme is to ensure that every child in Leeds has an opportunity to participate in football whatever their means or ability. Over the year the scheme employed 8 full time permanent football coaches in addition to the 6 full time management and administration staff. The scheme also employed up to 35 freelance coaches on a part time basis. Many of the coaching staff are ex-professional players and all are qualified. All coaches are fully police checked and the scheme has introduced a child protection policy, as well as a comprehensive coach education programme in line with Football Association Policy. Funding from Nike also enabled the scheme to increase free sessions to schools this year, which were run in partnership with Leeds City Council Department of Community Planning and Regeneration to ensure that the schools in most need of input were reached first.a total of 92 schools received free sessions. LEEDS UNITED During 2001/2002 we established the Leeds United Ability Counts Programme for boys and girls and people with physical or mental disabilities. The emphasis of the programme is that only their football ability counts, and it is coordinated through the Football in the Community Scheme. At present it takes place on Friday and Sunday afternoons at South Leeds Leisure Centre and is supported by Leeds City Council. Membership is currently 130 and there are 25 to 30 regular attendees. There is a classification table which has been introduced to band each player's ability, that runs from Foundation at Level 1 to Excellence/Elite at Level 4. Football in the Community run their annual 6-a-side boys and girls competition at the local indoor Skylark Centre, Leeds. This season s event attracted 68 schools with 680 children participating. Extending the festival theme, Football in the Community regularly organise football fun festivals in out-reach areas such as Ripon and Selby, and our annual table-football competition offers the less able-bodied children of Leeds the opportunity of competing for Leeds United. 182

190 Club Charter Reports 2001/02 Leeds United Due to the growing reputation of Football in the Community and Leeds United geographically, the boundaries have been extended, and therefore further partnerships have been developed and a quality, professional coaching programme has been delivered to schools in areas such as Keighley and Goole. A unique partnership with BBC Radio Leeds and Leeds United allowed underprivileged youngsters from the Burmantofts area of Leeds to participate in a coaching education programme, culminating in a fun day and tournament day at Shakespeare Primary School. As well as sessions in school curriculum time and after schools sessions, the Football in the Community Scheme also ran holiday courses in 91 different venues. The scheme also ran specialist courses such as goalkeeping and a girls Centre of Excellence in partnership with the Football Association as well as extensive coaching for boys and girls in junior clubs around the city. The total number of boys and girls aged 5 to 14 years reached by the scheme in 2001/02 was in excess of 150,000. PLAYERS IN THE COMMUNITY The community department deals with all requests for players to make appearances at community events. All player appearances are locally focussed and priority is given to those events involving children. Our players carried out a considerable amount of work in the community, and due to the high demand, we are now increasingly working with academy players to fulfil our commitments. We recognise this also ensures the younger players become accustomed to making public appearances from an early age. During 2001/02, players carried out a total of 51 player appearances at community events and 59 photo calls to promote community initiatives at our training ground. Below is a sample of player appearances undertaken: Visit and interview on the couch at the Leeds United Learning Centre Alan Smith Visit and presentation of anti-racism award at Cottingley Primary School Eirik Bakke Photo-call in support of SmartRisk Dominic Matteo Attended the Leeds United Book Challenge presentation evening Olivier Dacourt Visit to cancer ward at St James s Hospital Lucas Radebe Guest appearance at the Sony Celebration of Soccer Shane Candsell Sheriff and Jamie McMaster For the second year running, Alan Smith was presented with the Community Player of the Year award at the Player of the Year award ceremony. CHARITIES LEEDS UNITED We are involved in a wide range of charitable activities. Each season, Leeds United officially supports a number of charities with a financial donation and in-kind support. These charities change each season. We have a close relationship with these charities and work hard to raise money and increase the profile of each cause throughout the season. The nominated charities range from local, national to international charities and cover a wide variety of issues enabling us to help disadvantaged young people, the homeless, people at risk from life threatening diseases and local projects that offer real value to their local community. During 2001/02, the following charities were chosen: 183

191 Leeds United Club Charter Reports 2001/02 Save the Children Fund Open Arms Infant Home, Malawi Martin House (players charity) Leeds Cares Macmillan Cancer Relief Outward Bound Trust (Children's Aids Orphanage) The Prince's Trust In addition we provide support in kind i.e. conference and banqueting facilities, pre-match promotional activities and fundraising opportunities to local organisations as well as supporting the work of the following: Strip 4 Shelter Campaign Proof of Age Children in Crisis Right to Read The Garland Appeal Yorkshire Young Achievers Lineham Farm UEFA Special Olympics, learning disability week Holbeck Elderly project National Blood Service Big Issue We also support charities with the provision of signed merchandise to raise money at fundraising events such as raffles and auctions. The criteria for this type of donation is as follows: All requests must be received in writing The organisation making the request must be situated in the Yorkshire region and priority is given to Leeds based requests. Our priority is to give to organisations that help disadvantaged young people. If it is a specific charity request, it must be from a registered charity and presented on headed paper. We also prioritise local community projects that add significant value to their local area. LEEDS UNITED All request from schools and Junior Football Clubs for kit and equipment are directed to apply to the Football Foundation. THE PRINCE S TRUST The Club continues to fully support the Prince s Trust: Football Initiative and has formed a partnership with YMCA Training, the organisation that delivers The Prince s Trust Volunteers Programme in Leeds. During 2001/02 Leeds United supported 40 young people on 3 Volunteer teams. 72.5% of these young people were unemployed. Our objective has been to contribute to the delivery of challenging and high quality teams and to help raise the profile of the Volunteers Programme amongst young people in Leeds.Team Leaders and Volunteers have use of designated office space located in the South Stand at Elland Road fully equipped with a phone line, PCs and access to the Internet and photocopier. The football Club covers all heating and lighting costs. In addition, the Club provide: 184

192 Club Charter Reports 2001/02 Leeds United Branded Club sweatshirts for all volunteers and delivery partner staff Complimentary match tickets for selected home fixtures, to assist with the retention of volunteers. Autographed merchandise to assist with the fundraising activity of each volunteer team. Access to PC s and the Internet via the Club s Study Support Centre. A hospitality suite, buffet and refreshments for 3 End of Term Presentations. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included; Landscaping of gardens at a Community Housing Association in Beeston. Creation of a vegetable garden, seated area, and raised flowerbeds at St Bartholomew s School, Armley. Painting a mural & improving an existing a soft play area at Shakespeare School, Burmantofts. First team players regularly visited the volunteers' community projects and articles appeared in the match day programme to raise awareness of the Volunteer Programme. Leeds United also supports The Prince s Trust with the delivery of local initiatives and regional Pan-Trust events. These include: Hosting a Rotary Watches Turn Your Life Around fundraising plate auction at Elland Road. Players painted plates, which were made into wall clocks and auctioned after the home fixture v Leicester (16/12/01). The event was promoted to all supporters and corporate hospitality guests. Contributions from the players, Club Chairman and Managers raised in excess of 20,000. Hosting The Prince s Trust regional staff conference, providing a function suite, buffet and refreshments for 200 people Staging three awareness events at Elland Road to assist with the recruitment of young people to the Volunteer Programme. Our Head of Community Affairs is a member of The Prince s Trust regional board and served on the National Recognition Awards judging panel. LEEDS CARES Leeds Cares was established by the national charity organisation Business in the Community (BITC). Through Leeds Cares BITC carry out a wide variety of community projects in a fun and flexible manner across the city. Leeds United became a founder member of Leeds Cares in Since then we have become involved in a host of various community activities: LEEDS UNITED Action Days This year s project was at the early years centre in Beeston, used by children, women s groups and senior citizens. We transformed a tarmac playground area into a garden in 3 days. Leeds United staff were challenged with both getting the materials free of charge and carrying out the work. This took place in July

193 Leeds United Club Charter Reports 2001/02 Prison Mentoring The mentoring project provides support for ex-offenders to aid their path into employment and so reduce re-offending.there are currently three Leeds United staff volunteering to mentor ex offenders. Ready For Work Encourages businesses to make a positive impact in addressing issues of the homelessness. The idea is to offer homeless people work experience and therefore learn new skills, gain experience and ultimately be provided with a reference. The presentation event was held at Leeds United - 10 homeless people went into work placements and one company has pledged to take a further 60 people over the next 2 years. Secret Santa At Christmas we ran a Secret Santa project, whereby our staff purchased more than 65 Christmas presents for a local nursery. HSBC PARTNERSHIP To further develop our relationship with the local community, we have worked in partnership with HSBC (Club Platinum sponsor ), to deliver a variety of projects aimed at tackling inequalities and disadvantage. We hope to continue this delivery in forthcoming seasons. Projects included: HSBC Challenge Corner This was opened by Robbie Fowler in February The Challenge corner, based in our Learning Centre, includes interactive displays and resources to challenge young learners to solve money-related problems and develop maths and vocabulary skills. Outward Bound Trust Working in partnership with the Leeds-based Evans Property Group, Leeds United and HSBC pooled their resources to enable 150 students from across Leeds to take part in an action packed, five-day Outward Bound course in the Lake District. The aim of the programme was to help young people develop their personal skills and improve confidence and self-esteem. LEEDS UNITED Charity Ball HSBC and Leeds United teamed up to raise almost 30,000 for the Leeds Cares Community Charity. Local sports stars and celebrities backed the charity by attending a sell-out Ball at Elland Road. The money raised supported the continued growth of Leeds Cares, which has supported over 300 local community projects. INCREASING ACCESSIBILITY Complimentary Tickets We operate a comprehensive complimentary tickets programme, whereby tickets for home matches are then distributed to targeted worthy causes including schools, community groups, disability groups and ethnic minority communities. Tickets were used as a means to build new partnerships in the local communities and recipients of the tickets included Sri Guru Nanak Sikh Temple, People in Action, Scouts, ASHA Neighbourhood Project, Cockburn High School, and 186

194 Club Charter Reports 2001/02 Leeds United Leeds Youth Offending Team. Tickets are also used as incentives to reward good performance, consistent attendance and good behaviour on our FITC coaching courses and in the Learning Centre. Junior Trips During 2001/02 we decided to pioneer a new scheme, to offer junior trips to various groups who we work closely with and give them the opportunity to be taken to an away game, with transport and tickets for the game provided free of charge. Three examples of the trips are as follows: Community Groups We ran a competition in conjunction with the Yorkshire Evening Post asking local community groups to tell us why they deserved to be given free tickets and travel to the game. After much thought we decided on 6 groups made up of various adults and children. Kids in Care Another trip run in conjunction with social services, involved taking 46 children and carers from Leeds Care Homes to match against Everton. Each child was provided with an LUFC goody bag including hats and scarves and given a match day programme. Achievement Bus We also ran an achievement bus. Children who had done exceptional work in the Leeds United Learning Centre throughout the season were invited to join the bus and watch the match. ANTI RACISM Leeds United is tackling the issue of racism in football in a number of ways to try and get the message across to our fans and the local community, that racism is not tolerable. The strategy that Leeds United has developed requires an understanding of the varying cultures and ethnic backgrounds within Leeds. In order to achieve this we work closely with a number of organisations such as Kick It Out!, Leeds City Council Equal Opportunities, the Race Equality Advisory Forum, Leeds United Fans Forum, local schools, Hindu Charitable Trust, Seikh Temple and many local ethnic minority projects. Marketing & Match-Day Promotions Pitchside Hoardings Match-day programme advertisements and Chairman s message Match-day announcements Team posters carrying the Leeds United Against Racism message Specific Match Promotion Troyes 18 October 2001 As part of the Kick It Out football week we co-ordinated our own campaign. This included a programme article, promotion in the Chairman s message and team captain s message, tannoy announcements, players wearing Kick It Out t-shirts during warm up, all match-day staff wore KIO badges and a photo opportunity with key players. LEEDS UNITED 187

195 Leeds United Club Charter Reports 2001/02 Dealing with Racist Behaviour Our stewards worked to a common strategy with West Yorkshire Police to eliminate incidents of racism at the ground. We asked supporters to report any incidents of racist abuse in the following ways: Reporting to an official steward. ing the Club hotline; [email protected] Telephoning the Club hotline on Writing to the Club All of these actions could be done anonymously. If an incident were reported to the Club, the Stadium Manager would take the following actions: Immediately investigate the matter. Contact the offending supporters. Possibly dispatch undercover officers to observe and gather evidence. Report serious offences to the police. The actions taken by the Club would depend upon the severity of the incident and range from an official warning to a life ban from the Club. We would also keep the offender under close observation to ensure no repeat of the incident. Although we received no complaints about racism from individuals, we did receive general complaints about our fans' behaviour at our away game against Leicester City. In response to this we printed an anti-racism leaflet that was handed out at our next away game. The main text read:- A MESSAGE TO ALL LEEDS UNITED FANS On behalf of everyone at Elland Road we ask you to support Leeds United in the right way. We don't want to hear racist chants today or at any future games. We are proud to be part of a Club that welcomes players, fans and employees of all nationalities and colour. People who chant racist abuse will face life bans from Leeds United. We back that stance. So please support the Club - in the right way. LEEDS UNITED The leaflet was signed by Peter Ridsdale, David O'Leary and Rio Ferdinand. Feedback from members of the Leeds United fans forum on the impact of the leaflet was positive, with many of them feeling confident that there has been a change in the behaviour of the fans since the Leicester City game. Leeds United Against Racism Schools Event in Partnership with Education Leeds The African Children s Choir performed both on the pitch before kick-off in a Premier League match and in concerts to local schools. (Attended by 1,600 pupils from the Inner South Family of Schools.) 188

196 Club Charter Reports 2001/02 Leeds United Monthly Awards The Leeds United Against Racism Schools Project (LUARSP) was launched in association with the Yorkshire Evening Post to recognise the commitment of schools working on racism issues. Leeds United s Learning Centre Manager, Steve Smith, visits local schools to explain how racism can occur both on and off the pitch. Motivated by what can happen to their football heroes, the children develop strategies to tackle racism within the classroom, the school and the local community. Every 6 weeks we then take players of different nationalities to visit a school, present the LUARSP award and answer racism-related questions to further their knowledge on the racism issue and congratulate them on their hard work. Last season awards were given to Green Mount Primary by Olivier Dacourt, Hunslet Moor Primary by Michael Bridges, Beeston St Anthony s Primary by Rio Ferdinand, Hillside Primary by Michael Duberry, Mount St Mary s High School by Lucas Radebe, Cottingley Primary by Eirik Bakke. At the presentations the pupils were able to meet their football heroes as well as ask key questions related to the issue of racism and football. In return the players talked openly about their experiences whilst the children listened intently to the different ways in which racism occurs when playing football. These visits proved to be very popular and as a result a large number of Leeds schools have contacted Leeds United to become involved in the project. Anti-xenophobia and racism project partnership with Glasgow Rangers, Glasgow Celtic and Glasgow City Council Exchange visits took place between Glasgow and Leeds, working with pupils at the Learning Centre, followed by all pupils being invited as guests at a match. Anti-Racism accreditation project in partnership with Education Leeds and the Yorkshire Evening Post (YEP) Schools have been accredited in special assemblies for work on anti-racism initiatives, linked directly to the Literacy Strategy and Personal Social Health and Citizenship Education (PSHCE) Framework. Staff have spent 6, 7 or 8 half days in school with possible follow up sessions. Schools have been supported in follow up work. Planning documents were made available for further work with other classes. Six Primary schools were involved: Hunslet Moor Primary, Beeston St Anthony s Primary, Greenwood Primary, Hillside Primary, Cottingley Primary School & One-World Day at Hunslet St Josephs Primary School Other Education projects Our Learning Through Football Days included sessions on racism issues. We regularly supplied students with information on the work of the Club in relation to racism issues. Football in the Community; our football coaching sessions included anti-racism work. We supported Show Racism the Red Card with promotion for their new video and poster campaign. LEEDS UNITED 189

197 Leeds United Club Charter Reports 2001/02 Links with external organisations & events The Club has been working with its Fans Forum on an initiative to produce an anti racism education pack that is in line with PSHCE, the National Literacy Strategy and the New Citizenship curriculum. The aim being that the Education Pack to provide teachers with the structure, materials and tools to deliver a comprehensive anti racism programme. The idea originated from an established anti racism programme that is delivered by the Club s Learning Centre in schools in the Leeds area. Demand for the programme far outweighs our current capacity to deliver and the pack aims to fulfil this. Leeds United are building links with local ethnic minority groups, including offering complimentary tickets to these groups to encourage them to come to a match. At the Leeds United Book Challenge presentation evening, Kick It Out sponsored local poet Ansell Broderick to come along and entertain the crowd with his insightful interactive poetry looking at how communities should learn to get along and enjoy each other s different cultures. Olivier Dacourt also attended the event. Leeds United recently sponsored the Stephen Lawrence Awards, which congratulate schools on a yearly basis on their efforts to achieve a standard against racism set by the Race Equality Advisory Forum. Lucas Radebe attended the event and spoke about his childhood growing up under apartheid. MERCHANDISE We are committed to 2-year kit cycles for all our replica strips. Our Blue 2nd Away kit was launched in June 2001 and is available until the end of the 2002/03 season. The Home Kit and Yellow Away Kits came to the end of their cycle this year and were heavily discounted, with children s full kits available from 25. We currently print "use by" dates on the swing tickets on all our shirts. The launch in June for the home kit featured a free live beam back of the England vs Argentina match and a 5 a-side football competition organised by the Community Department for local schools. STAFF CONDUCT LEEDS UNITED In January of this year the Club achieved the prestigious Investors in People status for our work right across the business. The rigorous assessment process was conducted by external assessors and specific quotes in that assessment demonstrate the standard achieved. For example, the management, communication, organisation, training and development of all staff involved on a match day is, in the assessor's view, "absolutely exemplary". Discussion with staff throughout this assessment also demonstrated clear evidence of the focus on customer service through structured staff meetings and feedback on how they are doing. All staff demonstrated the importance of customer service in growing and building on our reputation. The Company is an equal opportunities employer and it continues to build on the work carried out through the induction and continued training of staff. All employees and other individuals will receive equal treatment regardless of colour, nationality, or ethnic origin, race, religion, sex, marital status, sexuality, disability or political views. No employees shall be disadvantaged by condition or requirement, which cannot be shown to be justifiable. 190

198 Club Charter Reports 2001/02 Leeds United CUSTOMER SERVICES REPORTING AND MONITORING David Spencer, our Operations Director, had overall responsibility for Customer Service and Doug Smith our Ticket Services Manager, looked after the day-to-day management of the service. The Club invested in a Customer Relationship Management (CRM) tool to manage our customer database. This CRM tool was also used to log customer complaints and other contacts. A Clubwide methodology for dealing with complaints was established with a co-ordinator appointed in each department to deal with specific issues. If the department could not resolve a complaint it was referred to the Operations Director for resolution. 99% of all complaints received either an acknowledgement within 48 hours or a full response within 5 working days. For monitoring purposes a report of all complaints received was prepared by the Ticket Services Manager. This allowed trends in complaints to be followed to establish their cause and resulted in a review of a number of policies and initiated additional staff training. Two examples of policies that have been altered as a result of fans' comments relate to match tickets. Following complaints from some families about the allocation of additional family packages for league games, we altered the selling pattern to ensure that tickets were not sold to adults unaccompanied by children in this area. We also received several complaints about our season ticket match day upgrade policy. We had allowed supporters to upgrade their season ticket from a child ticket to an adult ticket twice in any season. However, due to some of the fixture changes a number of supporters were then unable to bring their children to games.we reviewed this policy, accepted that it was too restrictive and supporters can now upgrade as many times during the season as they wish. LEEDS UNITED 191

199 Leeds United Club Charter Reports 2001/02 LEEDS UNITED 192

200 Customer Charter 2001/02 Leicester City 1. ACCESSIBILITY LEICESTER CITY FOOTBALL CLUB CUSTOMER CHARTER 1.1 The Club continues to strive for wider access to matches by offering: A broad range of ticket prices will be made available to supporters At least 5% of tickets to each game will be available to non season ticket holders. These include members and non-members Concession match ticket prices will be offered for junior supporters, senior citizens, supporters with a restricted view of the pitch, registered wheelchair users carers. Also for blind or partially sighted supporters and their carers, audio commentary will be provided. The audio equipment is available free of charge to these supporters by prior arrangement with our Stadium Services Department, contact Pat Griffin on The area of the ground for the exclusive use of family groups and junior supporters is the North Stand and Carling Stand Family Enclosure Match details for disabled supporters and their carers is provided by Susi Athill, Disabled Supporter Co-ordinator who can be contacted for details of our disabled facilities and ticket allocation at our ticket office or by telephoning This section details our policy regarding abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick off ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick off spectators are entitled to half price admission to the rearranged match Season tickets payable by instalments are available, subject to status, using a monthly repayment schemes with the Associates Credit Plus Plan with an APR of 19.6%. Up to 31 May 2001,supporters could have taken advantage of the brand new interest Free payment option (available on most season ticket prices). They paid a 99 deposit upon application and then four equal instalments in June, July, August and September Tickets for cup competitions are priced according to the grading of the game. Particular attention will be given to the offer of additional discounts to season ticket holders where possible. The allocation is as follows, priority will be given to season ticket holders, then members and then Subject to availability, general sale. 1.3 Refund policy regarding match tickets as follows:- In the event of postponement the ticket will be valid for the re-arranged match. Refunds will be considered only if the ticket is returned to the ticket office no later than five hours before kick off of the match when played. No refunds shall be made in the case of matches abandoned for any reason after kick off, however if a match is abandoned after kick off spectators are entitled to half price admission to the rearranged match. LEICESTER CITY 193

201 Leicester City Customer Charter 2001/02 2. AWAY SUPPORT 2.1 The Club s supporters are allocated tickets for away matches on a priority basis as follows: priority card season ticket holders, season ticket holders, members and then general sale. The home club determines the cost of these tickets. 2.2 The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of visiting clubs. 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP 3.1 The Club runs various membership schemes. Two examples are shown below: Adult membership is for new members, for existing. The benefits of being an Adult LCFC Member for Season 2001/2002 are:- Priority over the general public for the purchase of tickets for Premier League games both Home and Away. Priority over the general public to purchase tickets for English Cup Games. Discount up to 10% on Fox Leisure Merchandise (exclusions apply). Discount of 10% when dining in The Fosse Restaurant. Membership Tours of City 2.00 each (pre-set date and time). Free entry to Family Night Football. Free gift on joining Membership. 4 free newsletters. Reduced admission to Leicester Racecourse,Tattersalls Enclosure, two for the price of one. Junior Membership is for new members and for existing. The benefits of being a LCFC Junior Member for Season 2001/2002 are:- The chance to become an official Matchday Mascot. The chance to compete in Half Time Penalty Shootout. Meet the players at two annual events. Birthday Card. Free entry to Family Night Football. Free gift on joining the Junior Foxes. 4 free newsletters. Discount up to 5% off Fox Leisure Merchandise (exclusions apply). Discount off Football in the Community Soccer Coaching Course. Membership tours of City Stadium at 2.00 each (pre-set date and time). Priority over the public for buying match day tickets. Free entry to Leicester Race Course when accompanied by an adult. LEICESTER CITY We also give concession prices for students and people aged 60 years an over for new and for existing. 194

202 Customer Charter 2001/02 Leicester City 4. CONSULTATION & INFORMATION 4.1 The Club consults supporters on a regular basis through bi-monthly fans forums during the season, quarterly meetings with the Supporters Associations and regular meetings with the Disabled Supporters Association. The Club also participates in the F.A. Premier League annual fans surveys and supporter panels. Meetings are also held with the Junior Foxes Members, and local resident and community forum meetings also take place on a monthly basis The Club publicises its position on any major policy issues in the Club matchday magazine, local media and the Club s very comprehensive official website The Club has and continues to develop ways to consult with shareholders, sponsors, local authorities and other interested parties, including multi-cultural community groups. Also included are all our corporate customers who have regular contact with their dedicated LCFC sales executive. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The Club undertakes research on the design and number of new Strips. This is done through the Clubs retail stores and fans forum meetings. 5. COMMUNITY ACTIVITY 5.1 Leicester City Football Club s Community Department was established in It exists solely to encourage every member of the community including families, women, children, disabled people, community and multi-cultural groups and supporters to visit Filbert Street to enjoy football and related social events. Here listed are just a few of the many initiatives and activities our award winning community department is committed to. 5.2 Residents - The Club s links with local residents include providing Christmas parties for children and senior citizens, door to door communication via hand delivered letters, a quantity of first team and Family Night Football (FNF) match tickets, street cleaning operations, community coaching and training for neighbouring schools and access to the new study support centre. The Club also attends monthly meetings of the community consultation forum to discuss Club matters. 5.3 Children - Family Night Football is the Premier League Reserve Team Football. There used to be a time when Leicester City reserve matches attracted only several hundred supporters keen to see up and coming youngsters. But now, Leicester City s reserve fixtures attract average crowds of 4,000. Family Night Football, as the reserve fixtures are now called at Leicester City, was introduced in 1994 by the Club as part of its on-going community programme to open football up to more families and community groups. 5.4 Football in the Community - Leicester City s Football in the Community scheme runs a wide range of football related activities for boys and girls between the ages of seven and fourteen years. The scheme delivers grass roots football coaching sessions and sees annually some 20,000 children across the city and county come through its courses. Youngsters with aspiring soccer talents are then invited to attend development courses. LEICESTER CITY 195

203 Leicester City Customer Charter 2001/ Racism - Leicester City Football Club, together with Leicester City Council and multicultural community leaders, prides itself in being an active member of Foxes Against Racism (FAR). By taking a positive step to highlight the problem of racism in the game and working with leading initiatives including Kick Racism Out of Football and Show Racism the Red Card, the Club is keen to show its commitment to the local community. Leicester City s involvement in FAR is diverse from an administrative and campaigning role to a supportive role in hosting events and meetings. The Club was one of the first in the country to take on board the Government s Football Task Force s recommendations and hopes this provides an impetus for other clubs. FAR s aim is to show that racism has no place in sport or society. 5.6 Charities - The Club allows three main matchday collections every season. These are for the Lord Mayor s Charity Appeal, St John Ambulance and Public Relations Officer Alan Birchenall s chosen annual charity. In 1999, Alan Birchenall s appeal raised just under 20,000 for the Disabled Supporters Association. His appeal has been running for the last 20 years and has helped local charities including LOROS, Rainbows and Guide Dogs for the Blind by raising over 100, The professional playing squad also support a local charity each, the charity nominated is of the player s own choosing but has to be a locally based. The full list of players and their nominated charities is as follows for season 2001/2002. Darren Eadie Dennis Wise Simon Royce Arnar Gunnlaugsson Callum Davidson Kevin Ellison Stefan Oakes Matthew Elliott Trevor Benjamin Ade Akinbiyi Lee Marshall Andrew Impey Dean Sturridge Junior Lewis Matthew Jones Damien Delaney Rainbows Children s Charity MIND Leicester Stroke Club Salvation Army Community Services LOROS Victim Support Leicester Multiple Sclerosis Therapy Centre Leicester Children s Holiday Home - Mablethorpe Care Free Young Carers Scheme - Barnados LRI - Children s Hospital Fire Services National Benevolent Fund Sickle Cell - LRI Samaritans Diabetes UK (Leicester Branch) The Carers Centre Headway 5.8 The Club also supports the Prince s Trust which is one of three national but locally based charitable organisations along with two others who are the NSPCC Full Stop Campaign and Children In Need. LEICESTER CITY 5.9 Education - Schoolchildren across the city and county are encouraged to develop their enthusiasm for learning using sport and in particular football as motivation. The Club opened its Study Support Centre in 1998 as an out-of-hours initiative to encourage pupils and schools to raise standards and to enhance effective partnerships between the football club, schools, the LEAs, local universities and sponsors. 196

204 Customer Charter 2001/02 Leicester City 5.10 Disabled Supporters - There has always been a close relationship between the Club and its supporters and the association with its disabled fans has grown stronger over the years - especially in 1999 since the formation of the LCFC Disabled Supporters Association. Together we have established a positive partnership, raising awareness of the needs of the disabled supporter with greater things to come in the proposed new stadium. By responding positively to calls and improving facilities where possible at Filbert Street including access, viewing positions, steward awareness and parking we hope we are attracting more disabled fans to the match Princes Trust Volunteers - Unemployed young people looking to reach their full potential are also being helped by the Club which has formed a partnership with Leicestershire Fire & Rescue Service and The Prince s Trust Volunteers. The Club has handed over office space at Burnmoor Street as part of The Prince s Trust Football Initiative which aims to help disadvantaged young people back into employment or education. The LCFC Supporters Association also back the project. Young people aged work from the Club gaining qualifications in essential skills such as team working, communication and taking responsibility. They can improve their chances for full time jobs, develop their confidence and teamwork and combine learning with having fun through a range of projects and placements. The whole scheme fits in perfectly with the Club s own profile and aims of helping the community in and around Leicester. 6. MERCHANDISE 6.1 All replica Strip designs have a minimum lifespan of two seasons. 6.2 The Club provides swing tickets attached to replica Strips stating its launch date. 6.3 Details of the next intended change of kits are available from the Club s retail stores. 6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strips. 6.5 The Club offers refunds on merchandise and has a refund policy statement which reads We want you to be happy with your purchases from Fox Leisure. If you are not happy with your purchases please feel free to return them for an exchange or a refund. Items with proof of purchase will be exchanged or refunded in full by the original method of payment. Items without proof of purchase will be exchanged or refunded by credit note at the latest price. No exchange or refunds will be given on worn or damaged goods unless the items have a manufacturing fault. Your statutory rights are not affected. 7. STAFF CONDUCT 7.1 The Club has a full equal opportunities policy. 8 CUSTOMER SERVICE 8.1 The Club has a dedicated customer services department. LEICESTER CITY 197

205 Leicester City Customer Charter 2001/ The Club aims to respond to any telephone complaint or query from a customer within 48 hours of the initial call. The comment with either be dealt with on the telephone or if this is not possible a holding letter will be sent within five working days advising them of the action we are taking. 8.3 The Club aims to respond to any written complaint or query from a customer within five working days of receipt. This will either be in the form of a full response or a holding letter. If a holding letter is sent this will be followed up at regular intervals of five working days until the matter is resolved. The Club encourages customers to contact the department relevant to their query. Jane Kurbalija has overall responsibility for customer service and she can be contacted on LEICESTER CITY 198

206 Club Charter Reports 2001/02 Leicester City LEICESTER CITY FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report details our work in relation to our Customer Charter and the Football Task Force Recommendations of Our Customer Charter is published on our website at in the Features section and is available on request from the Club. ACCESSIBILITY TICKETING Premier League Matches This season we worked to increase accessibility to the Club, with prices ranging from 9 to 31 for Premier League games. Season ticket prices ranged from 299 to 520 for adults, 79 to 245 for children and 140 to 185 for senior citizens. For each game 8,500 tickets were available to non-season ticket holders, meaning that 43% of our home capacity was sold on a match-by-match basis. We offered a 50% discount on ticket prices for junior supporters, senior citizens and disabled fans carers, and up to a 50% discount for supporters with a restricted view of the pitch. Audio commentary was provided throughout the season for blind or partially sighted supporters and their carers. The audio equipment was available free of charge by prior arrangement with the Stadium Services Department. This equipment enables supporters to sit anywhere in the ground whilst accessing the commentary. Areas of our North Stand and the Carling Stand were reserved exclusively for family groups and junior supporters, and were designated as no-smoking areas. We continued to encourage youngsters to attend games through our Family Night Football (FNF) programme. This year s FNF included pre-match and half-time entertainment and provided an additional or alternative opportunity for young people in particular to enjoy the football experience and entertainment at Filbert Street. Our Disabled Supporter Co-ordinator was Suzie Athill, and she could be contacted in person at our ticket office or by telephoning Our match against Arsenal was due to be played on New Year's Day but was postponed due to a frozen pitch and was played on 23 January All supporters were offered a refund if they could not make the rearranged date and all tickets remained valid for the game. We made season tickets available by instalments using a monthly repayment scheme with HFC Bank at an APR of 19.6% LEICESTER CITY 199

207 Leicester City Club Charter Reports 2001/02 AWAY SUPPORT Our supporters who travelled to away matches were allocated tickets on a priority basis as follows: priority card season ticket holders first, followed by season ticket holders, members and a general sale when any tickets remained. Supporters of other Clubs who visited Filbert Street and purchased tickets for our away section were able to buy tickets at concessionary prices in advance or at the turnstile if tickets were not all sold in advance. 2,028 tickets (10% of our capacity) were allocated to visiting Clubs for F.A. Premier League fixtures and 3,202 (15%) for Cup fixtures. LOYALTY AND MEMBERSHIP Details of our loyalty and membership schemes were clearly set out in our Customer Charter, in leaflets and on our website. COMMUNITY ACTIVITY During the last season our Community programme ran the following initiatives: Community Outreach Programme: Piloted this season. We visited over 10 schools doing two 1 hour training sessions with 80 children each session. The children have to use their own initiative and work as a team for various games. All children receive a goody bag at the end, with a certificate from Filbert Fox. Throughout the sessions we gave out various prizes such as match tickets. Student Incentive Programme: We invited all primary and secondary schools in Leicester and throughout the County to take part in this initiative. Two different awards were presented: a 100% Attendance Award and the Outstanding Achievement Award. The aim is for the Club to play a key role in boosting the attendance levels of schools in the region. This year an Outstanding Achievement Award was introduced. This Award attempts to offer another means of recognising pupils' achievements, over 3 different areas: excellent attitude, excellent academic and/or sporting attainment; and outstanding contribution to the school and/or local community. Prizes included a free stadium tour, a signed pennant and certificate. Overall, 73 schools took part this year. Hazel Street Primary School: This is our adopted school for LCFC. Pupils from Hazel Street are invited to take up Community Outreach Programmes, Stadium Tours, and for their playscheme we provide a Christmas Party. Family Night Football: On our database we have over 500 group members, who are all from community groups, schools and local associations. Each member receives a free ticket for Family Night Football (FNF). For next season, we have made FNF free for all children and only 2.00 for adults, which is a 1 reduction. 50 free tickets per match are now allocated to local residents. LEICESTER CITY Mascot Visits: Our mascots go and visit various places, including schools, charity events, birthday parties and even weddings. A total of 223 visits happened between August last year and May this year, of which 139 were complimentary to charities and schools. 200

208 Club Charter Reports 2001/02 Leicester City THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation using football as a power for good among young people. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. The Club has formed a partnership with Leicester Fire & Rescue Service, who deliver The Prince s Trust Volunteers Programme in Leicestershire. The programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The programme has a focus on team building and community involvement, and each programme usually has between 10 and 15 Volunteers and is lead by a full-time Team Leader. During the last year the Club has supported 108 young people on 8 teams of volunteers. 87 of these young people were unemployed prior to starting their programmes. Our objective has been to contribute to the delivery of challenging and high quality programmes and to help raise the profile of the Volunteers Programme amongst young people in Leicestershire The Club provided a team room for four teams in Burnmoor Street from which the volunteers could operate throughout their 12-week programme. This included covering the cost of heat, power and lighting. We also provided rooms for team meetings or induction sessions. Each team based in Burnmoor Street held their final team presentation in the Belvoir Suite at the stadium, providing them with the opportunity to celebrate their achievements in front of family, friends, employers and Prince s Trust staff. The Club provided signed pennants which volunteers were able to use to help raise funds towards the cost of materials needed to complete their community projects. One volunteer worked in the administration department of the Club for his work placement during weeks 7 and 8 of his programme. The Club s design and print department produced the final team presentation reports for eight volunteers teams illustrating their achievements throughout their twelve weeks. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included: Team 23 created a Sensory Garden at Glenfield Disabled Children s Project. Volunteers cleared all the rubbish from the garden and used the area for plants that the children could touch and smell. They also added a water feature. They raised 700 to complete this project. Team 25 worked at the NSPCC Bal Raksha Children s Drop-In Centre. The Centre contained rooms in desperate need of redecoration including a toy library, family meeting room and a play area. To raise funds for the materials required the volunteers organised car washes, cake sales, raffles and street collections. From these activities they raised over 800. LEICESTER CITY 201

209 Leicester City Club Charter Reports 2001/02 Team 27 worked at the Hand in Hand Drop in Centre on the New Parks Estate. They created a garden and cleared rubbish, raising over 600 to pay for the necessary materials. Team 29 spent two weeks at the Thurlaston Magpies Sports Club. The project required extensive renovation and redecoration, including having the concrete floor re-laid, and painting skirting boards, walls, beams and the ceiling. The volunteers raised 700 to complete this project. It is estimated that each team member contributes 1000 worth of benefit to the local community through their community projects. The percentage of unemployed volunteers who went on to employment, further education or training after completing their programmes was 54.5%. The Prince s Trust in Leicester was one of the beneficiaries of Alan Birchenall s annual end of season charity run at Filbert Street, which was held before the final home league match of the season against Tottenham Hotspur. Leicester City FC is committed to supporting the work of The Prince s Trust next season, when we will be providing a team base for the volunteers programme in the new Walker s Stadium. FOOTBALL IN THE COMMUNITY (FITC) This season our FITC scheme again ran a wide range of football-related activities, delivering grass-roots football coaching sessions for boys and girls between the ages of 5 and 13 years. This year saw some 20,000 children across the City and County participate in its courses. The Club provided office space, equipment and match tickets, and the rest of the costs were met by the City and County Councils and FITC from national funds. We ran a variety of initiatives with schools and community groups, including a programme of free coaching sessions for players with learning difficulties that was funded by Barclaycard. More than 4,000 children received expert tuition during the summer holidays. Continuing initiatives include our Saturday Soccer Club, evening coaching sessions, birthday parties, and the partnership with Leicester City Council s Sports Development Unit which runs Coaching Development Centres. In line with the recommendation of the Task Force that Clubs should ensure a fair distribution of community work amongst the members of the first team squad, the squad was divided into 2 or 3 teams each season. Each team had a captain who divided up the community requests and visits for his players. Rachel Cluley in the Academy office kept a record of each visit made by each player. We encouraged our young players to get more involved in this sort of work wherever possible and appropriate. LEICESTER CITY We also held three Schools Roadshows, attended by 29 schools and our first team squad. Alan Birchenall chaired question and answer sessions, where the children had the chance to ask the players about how to become a professional footballer, their fitness programmes and other aspects of sport. All the children were then given the opportunity to get players autographs. Through these roadshows we aim to reach inner city schools where children may not have had the opportunity to attend matches. We also give away free tickets for our Family Night Fun games at the roadshows. 202

210 Club Charter Reports 2001/02 Leicester City EDUCATION AND THE STUDY SUPPORT CENTRE The Club s Study Support Centre works to encourage pupils and schools to raise standards and to enhance effective partnerships between the football club, schools, the LEAs, local universities and sponsors. The Centre encourages schoolchildren across the City and County to develop their enthusiasm for learning using football as motivation. A partnership between the DfES, Leicester City Council, Leicestershire County Council and the Club, the Centre works with underachieving children from schools throughout the County. This year schools who achieved low SATS figures were targeted and approximately 150 children were educated at the Centre each week. The Centre was again housed off-site in Burnmoor Street, but we look forward to relocating the Study Support Centre into a purpose-built area within our new stadium. CHARITIES Our main matchday collections at the Club this season were held in aid of: St. John s Ambulance Lord Mayor s Appeal Alan Birchenall s Charity Appeal PLAYERS' ADOPTED CHARITIES Each player had a nominated charity that they chose to support during the season with appearances and endorsements. The charities were as follows: Player Tim Flowers Gary Rowett Frank Sinclair Gerry Taggart Mustafa Izzet Robbie Savage Darren Eadie Matt Heath Simon Royce Arnar Gunnlaugsson Callum Davidson Alan Rogers Stefan Oakes Matthew Elliott Trevor Benjamin Ade Akinbiyi Lee Marshall Andrew Impey Brian Deane Junior Lewis Charity Cot Death Research Fund Leicester Royal Infirmary (LRI) Cystic Fibrosis Group Action Homeless (Leicester) Ltd Memphys Centre Playing Fields Association Leicester & Rutland PDSA Rainbow Children s Charity MIND Leicester Stroke Club Salvation Army Community Services LOROS Victim Support Leicester Multiple Sclerosis Therapy Centre Leicester Children's Holiday Home Mablethorpe Care Free Young Carers' Scheme - Barnados LRI Children s Hospital Fire Services National Benevolent Fund Sickle Cell LRI Samaritans Diabetes UK (Leicester Branch) 203 LEICESTER CITY

211 Leicester City Club Charter Reports 2001/02 Matthew Jones Damien Delaney James Scowcroft The Carers Centre Headway Motor Neurone Disease LCFC players visit to Leicester Royal Infirmary: at Christmas all the players visited the children's ward at the LRI to give Christmas presents out. CONSULTATION AND INFORMATION We conducted Fans Forums on a regular basis usually bi-monthly - both at Filbert Street and at sites around the County. The Chairman or one of the Club Directors was always present, and members of staff from various departments attended our forums in the 2001/02 season. Supporters were invited to apply in writing to the Club to become members of the Fans Forum. Details of how to apply were printed in the last programme of season 2000/01. From the applications received we chose a cross-section of supporters based on the criteria of age, location in the ground, sex, vocation, season-ticket holders and non season-ticket holders and ensured that the multi-cultural nature of our support was reflected in the group. Eight members of the previous season s Forum were randomly re-selected to sit on this season s forum in order to provide continuity. An overview of the discussions that take place were published on our website and in the matchday programme. Minutes from the meetings were mailed to all members. This season Fans Forums took place on: 29 November January March June 2002 One of the major issues for fans this season was the distribution of tickets for away matches. Those supporters who purchase tickets early for away matches often find that are not afforded the best choice of seating. Safety restrictions often mean that we have to sell tickets to away grounds in a particular order and we are working to find ways of ensuring that this does not penalise our most loyal supporters. Another topic brought up by supporters was the difficulty many experienced in using our swipe cards to access the stadium. As a result of this, next season we are returning to a paper season ticket. This year s F.A. Premier League Supporter Panel was held on 31 January 2002 at our Training Ground. Topics included Customer Service and ticket membership schemes. It was a useful meeting and enabled us to discuss a number of possible changes we were considering with reference to ticketing and membership policies in our new stadium. LOCAL RESIDENTS This season we extended the area of the local community that we work with to incorporate residents in Aylestone Ward, close to our new site. We provided the following: LEICESTER CITY Christmas parties for children and senior citizens Monthly meetings with the Residents Group Ensured door to door communication via hand delivered letters 204

212 Club Charter Reports 2001/02 Leicester City First team and Family Night Football (FNF) match tickets Street cleaning operations Community coaching and training for neighbouring schools Access to the new study support centre Residents & Community Consultation Forum: every 6 weeks we held a community consultation forum where residents are invited to voice their views of the club. We also up dated them on the latest situation regarding the building of the new stadium. The residents also received 50 free tickets for each first team match, which were allocated to the various play and house associations around the area, and 150 free Family Night Football tickets. ELIMINATING RACISM Foxes Against Racism This season our Board made a firm commitment to further address the issue of racism at Filbert Street. Together with Leicester City Council and multi-cultural community leaders, the Club prides itself in being an active member of Foxes Against Racism (FAR). FAR is a partnership between the Club, Kick It Out, the PFA, Leicester City Council, the Sir Norman Chester Centre for Football Research and the University of Leicester. Our involvement in FAR is diverse from an administrative and campaigning role to a supportive role in hosting events and meetings. FAR s main activities during the past year included: Working on a review of the Club s entire employment, marketing and player and fan recruitment strategy with respect to contacts with ethnic minority communities. The Club, with FAR, has now drawn up a '10 point plan' to operate its new policy. We see this as a major new development and hope to see the fruits of this partnership and new strategy over the next three years. Conducting an extensive survey of clubs about racism in local football in Leicestershire. The survey findings received plenty of local media coverage and are being used by the local County FA to look at their policies in relation to dealing with racist incidents locally. Organising a fans anti-racism day during the home matches against Leeds United and Charlton Athletic. This involved players wearing FAR shirts and also advertising the campaign in the local press. The focal point was the distribution of 12,000 FAR posters to home supporters, who displayed them just before the kick-off. Continuing to work with the Club through articles and features in the match programme and other outlets to reinforce its message about dealing with racism among fans - and inside the club Helping to initiate a new community coaching initiative involving Leicester City working with young Asians and based at Rushey Mead School. This is part of our determination that the club should improve its recruitment of local ethnic minority players for its excellence programmes. LEICESTER CITY 205

213 Leicester City Club Charter Reports 2001/02 DEALING WITH RACIST BEHAVIOUR As last season, we worked to a common strategy with our local police force with regard to dealing with racist and other abusive behaviour. If a steward witnessed racist behaviour and could identify the individual or group, he/she would affect an arrest (usually at half-time or at the end of the game) and then present their evidence to the match-day police. Our Club ground regulations state that the use of threatening behaviour, foul, abusive or racist language is strictly forbidden and will result in either arrest or ejection from the ground. It is also a condition for season ticket holders that they do not take part in racist or abusive behaviour. If our stewards saw them contravening this rule they were ejected from the ground and subjected to an automatic 3-match ban. This season there were two evictions, resulting in 3-match bans, and 5 arrests which all resulted in convictions. If our supporters witnessed any racist abuse we encourage them to call the Kick It Out hotline or write to our Chief Executive, enabling us to take appropriate action. As the Task Force recommended, we broadcast an anti-racism message before the start of each game to ensure that all supporters at the ground are aware that we do not tolerate racism at Filbert Street. Scouting and Coaching We have continued to encourage Asian boys and girls to participate in our activities offering opportunities for all regardless of ability or cultural background. We are working particularly hard to encourage Asian supporters and players to our new stadium. One of our coaches, Rashid Mama, specifically works to encourage more Asian participation. Mama s role is to help overcome some of the disadvantages faced by Asian children when attempting to enter football either as a pastime or as a viable profession. We have a structured schools programme within the Primary Schools in the City of Leicester which has helped to increase Asian participation in football. Between September 2001 and April ,584 children, including 5,490 Asian boys and girls, benefited from our coaching. MERCHANDISE A new home kit was introduced on 28 June 2002 and will be in use for two seasons. This is clearly stated in advertising material and on swing tickets on the shirts. No new away kit was introduced, with our third choice kit now being used as our second change strip STAFF CONDUCT Our Equal Opportunities Policy is available from the Club. Helen Ward is responsible for this with regard to recruitment and selection. LEICESTER CITY Our stewards are issued with a handbook detailing how they are expected to perform their duties. All stewards take the FSQ in Football Stewarding. 206

214 Club Charter Reports 2001/02 Leicester City CUSTOMER SERVICE In our provision of services to customers, we use our best efforts to ensure that: Everyone is considered equally when both seeking and using the services we provide Information about the services offered is provided and publicised in a form which will: Achieve maximum accessibility Avoid unnecessary jargon and all discriminatory language Customers and potential customers are made aware of the Club s policy on equal opportunities and of how to complain if they feel they have been unjustly treated. Complaints are investigated promptly and thoroughly. REPORTING AND MONITORING We used a computerised system to track all comments and feedback received at the Club. When customers contacted the Club any comments they made were referred to the Customer Services Department who either responded with the help of the relevant Manager or forwarded the comment to the relevant person. We responded to all customer comments within 5 working days. All customer comment forms and customer satisfaction forms were forwarded to the Customer Services Department for reporting purposes. Monthly reports were produced for each department and the senior managers then discussed any possible changes of procedures in response to complaints and acted accordingly. For example, all our stewards received customer service training as a result of negative feedback from our supporters. We also took a pro-active stance in gaining comments from customers by calling all our corporate clients on a rota basis after each match and asking them about the service they had received. FACILITIES FOR DISABLED SUPPORTERS One of our main focuses this season was on planning much improved facilities for our disabled supporters in our new stadium. We had numerous consultations with supporters about the plans and are pleased to be able to provide them with the kind of facilities they have been asking for. However, in the last season at Filbert Street, facilities remained as they had for the previous season. Match tickets for wheelchair users were free; carer tickets were half price. The maximum number of wheelchair spaces for home supporters was 52. If demand exceeded supply for these spaces, the Disabled Supporters Association (DSA) allocated tickets on a rota system. If any season-ticket holder was not using their space for a particular match they contacted the DSA by the Wednesday prior to a Saturday match and the space was re-allocated. The maximum number of wheelchair spaces in the away section was 17. At half-time stewards took orders for refreshments from wheelchair users and brought their orders to them. The wheelchair spaces were covered in the away end, where they sat with their own supporters. For home supporters there was little cover as the spaces were at the side of the pitch. LEICESTER CITY 207

215 Leicester City Club Charter Reports 2001/02 Six handsets were available for visually impaired people who wished to listen to match commentary. These were used and issued by the local RNIB who had six complimentary season tickets within the ground. Ambulant-disabled supporters received half-price tickets, as did their personal assistants. Stewards who worked in the areas of the ground where disabled fans sit received specific training in dealing with people with disabilities. We arranged for home and away disabled supporters to park as near as possible to the ground. Car-park passes in the Filbert Street car-park were issued to lone wheelchair users and wheelchair users with disabled carers in the first instance. Passes for car-parks further away from the ground were also available for wheelchair-users and their carers and away supporters. Our new stadium will provide 35 car park spaces specifically for disabled supporters. We provided rooms and refreshments free of charge for any meeting or social event that the DSA wished to hold at the Club, and encouraged players and ex-players to be present. LEICESTER CITY 208

216 Customer Charter 2001/02 Liverpool LIVERPOOL FOOTBALL CLUB CUSTOMER CHARTER Liverpool Football Club recognises the unique bond between the Club and its supporters. It recognises and respects the invaluable contribution the supporters make to the life of the Club. As such, the Club makes every effort to ensure that it is open and accessible and communicates as effectively as possible with its supporters. LIVERPOOL 1. ACCESSIBILITY 1.1 The Club continues to strive for wider access to matches through the following methods: The Club offers a broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets. From single match tickets and family tickets to corporate packages, a range of tickets are available. In addition, all season ticket holders and International Supporters Club members are admitted free to all reserve team matches. Tickets are also available for reserve team matches at 3 for adults and 1 for children More than 30% of tickets to each game are made available to non-season ticket holders Concessions are available for senior citizens, and for junior supporters. Discounted tickets are provided for supporters with a severely restricted view of the pitch Two areas of the ground are made available for the exclusive use of family groups and junior supporters Help and assistance is provided for disabled supporters and their carers. Tickets are available to wheelchair-users and the visually impaired at a heavily discounted rate. Their helpers also receive discounted tickets. Alison Elvidge and Cathy Tierney can be contacted on for full details of our disabled facility and allocation. Full details are also available on the Club website at Stewards are being trained specifically to deal with the needs of disabled supporters, particularly the needs of wheelchair users. Audio commentary is provided for visually impaired supporters The Club offers free or reduced admission to replays of abandoned games. If a match is abandoned before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, supporters are entitled to half-price admission to the pre-arranged match. Non-season ticket holders must retain their original ticket stubs As a result of recent consultation with supporters, the Club is currently looking at ways of providing alternative methods of payment for season tickets. 209

217 Liverpool Customer Charter 2001/02 LIVERPOOL 1.2 Tickets for Cup competitions are offered at a variety of prices, depending upon the competition and opposition. For example, tickets for the majority of Worthington Cup games are heavily discounted, whilst tickets for later rounds of the F.A. and U.E.F.A. Cups are generally offered at the same rates as Premier League matches. In addition, more tickets at concessionary rates are generally offered for early rounds of the Worthington Cup. Tickets for Cup matches are usually offered to season ticket holders in the first instance, and then to the general public. 1.3 Refunds for all match tickets are given provided that the ticket is returned to the ticket office not less than 48 hours prior to kick-off. 2. AWAY SUPPORT 2.1 The Club s supporters are allocated tickets for away matches as follows: tickets go on sale to season ticket holders in the first instance, and then if any remain, they go on sale to the general public. The hosting club determines the cost of these tickets. 2.2 The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. The Club offers tickets for away disabled supporters at the same admission prices as home disabled supporters. The Club also intends to offer tickets for away visuallyimpaired fans at the same admission price and with the same facilities as home fans. 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP 3.1 The Club does not currently run any loyalty or membership schemes. 4. CONSULTATION AND INFORMATION 4.1 The Club consults supporters on a regular basis through the following methods: Regular meetings with members of the International Supporters Club Regular dialogue and meetings with the Football Supporters Association Twice yearly meetings with disabled supporters (beginning season ) and an annual newsletter Premier League supporter panels The annual Premier League fans survey 4.2 The Club publicises its position on major policy issues in the matchday magazine and on the Club website at The Club is in regular consultation with shareholders, sponsors, and the local authority. The Club also regularly consults with members of the local community, residents associations and organisations concerned with the development and regeneration of the Anfield area such as the North Liverpool Partnership and the Stanley Partnership. The Club recognises its role as a major investor in the Anfield and Breckfield area and as such takes a positive interest in the regeneration of the area. 210

218 Customer Charter 2001/02 Liverpool 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The Club, through the Kit manufacturer, undertakes research on the design and number of new Strips. LIVERPOOL 5. COMMUNITY ACTIVITY 5.1 The Club recognises the role it can play in generating and supporting activity both in the local community and the wider football community, and is actively involved in a number of schemes: 5.2 Football coaching and tournaments This includes coaching for boys and girls in mainstream schools, as well as for adults and children with special needs. 5.3 Education The Reducate Study Support Centre is a learning centre which aims to maximise the potential of school pupils and raise their motivation. A partnership between the Club, the DfES, the local education authority, and with support from commercial sponsors and the Liverpool Universities, it provides after-school tuition in a relaxed and informal setting. Teaching is structured to enhance school education and provide individual attention, and focuses on Literacy, Numeracy, I.C.T. and Independent Learning Skills. The Centre also runs Summer schools and daytime literacy and numeracy mornings. Attendance for all courses is voluntary and is currently running at over 90%. Demand is high and a range of educational materials unique to the Club is available to all schools, thus ensuring wider access to the facility. 5.4 Performing and Visual Arts The Club is involved in promoting issues such as anti-racism and anti-drug and crime messages through the media of performing and visual arts. 5.5 Anti-racism initiatives The Club supports the aims of leading initiatives such as Kick it Out to tackle problems of racism in the game. 6. MERCHANDISE 6.1 All home replica Strips have a minimum lifespan of two seasons. All away replica Strips have a minimum lifespan of one season. 6.2 The Club will provide swing tickets attached to each replica Strip stating its launch date, starting from season 2001/ Details of the next intended change of kits are available from the club shop. 6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip. 6.5 The Club offers refunds on merchandise in accordance with its legal obligations. 211

219 Liverpool Customer Charter 2001/02 LIVERPOOL 7. STAFF CONDUCT 7.1 It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, terms of employment, conditions of service and opportunity for training and promotion regardless of sex, marital status, creed, colour, race, age, disability, sexual orientation or ethnic or national origin and the Club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients and suppliers. 8. CUSTOMER SERVICE 8.1 The Club responds promptly to any contact from a customer. 8.2 The Club responds by telephone or letter to all communications. 8.3 The Club encourages customers to contact the department relevant to their query but Bryce Morrison, Club Secretary, has overall responsibility for customer service. 212

220 Club Charter Reports 2001/02 Liverpool LIVERPOOL FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report reflects our work in relation to our Charter and to the agreed recommendations of the Football Task Force of Our Charter was published on our website, and was available on request from the Club. LIVERPOOL ACCESSIBILITY This season we continued our policy of ensuring that prices were accessible to the local community, with the cheapest adult ticket at Anfield costing 22 and the most expensive costing 27. Season tickets were available from 360 to Despite a heavy demand for season tickets and a waiting list of many thousands, we also continued to ensure that plenty of tickets were available on a match-by-match basis. The number of season tickets sold was limited to 27,000, leaving approximately 35% of seats available for match day ticket buyers. Matchday ticket concessions of 50% were available to senior citizens, and children who were accompanied by an adult in the Family Areas. Concessionary adult/child season tickets were also available in the Family Areas. Our family areas were located in the Anfield Road Stand and the Kop Grandstand. The Anfield Road Family Area had a capacity of 1,282 and the Kop Family Area had a capacity of 1,119, making a total of 2,401 seats specifically for families. Seats with a restricted view of the pitch were offered with a 1 discount, and seats at the back of the Anfield Road stand were the view is classed as severely restricted were sold with a discount of 3. 3,013 seats were offered to visiting Clubs, and concessionary tickets were available to juniors and senior citizens. All visiting supporters were charged the same prices as home fans for comparable accommodation: our visitors section is in the Anfield Road Stand, where home and away fans pay the same rate for tickets. Tickets for away matches were sold to our own supporters by post or application at the ticket office, with priority given to season ticket holders and Centenary Club members. For matches with high demand, tickets were limited to season ticket holders with certain serial numbers. To ensure a fair distribution of tickets throughout the season the end number of the serial number changed every away fixture. Therefore, the corresponding number on the season ticket entitled the ticket holder to a ticket for that particular game. After consultation with supporters and in response to feedback at the ticket office, we began a programme of establishing a loyalty system so that the supporters who attend most games will be given priority for tickets. It is expected that this system will be fully implemented in season 2003/04 once enough loyalty data has been captured. CUP PRICES For our Worthington Cup games we reached an agreement with our opposition teams so that we could offer lower priced tickets than for our Premier League games. For our match against Birmingham City the prices were 17 for adults and 8 for concessions, and when we played Grimsby Town prices were 13 for adults and 7 for concessions. 213

221 Liverpool Club Charter Reports 2001/02 LIVERPOOL INVESTING IN THE COMMUNITY Liverpool FC is committed to working with its local community by establishing and maintaining good relationships with its local residents, churches, schools and community groups and working together on projects that enhance the lives of those around us. This season we introduced a new full-colour Community Newsletter in order to improve our ways of communicating the work that we do. The newsletter appeared twice during the season, with 4,000 copies distributed amongst the community to pubs, houses, sports centres, churches, youth clubs and schools Outreach Programme This season s outreach programme had a particular focus on taking trophies out into the community. We took the opportunity to take the FA Cup, UEFA Cup and Worthington Cup to schools so that youngsters who would not be able to visit Anfield could see the trophies, and we used the visits to give educational talks about issues such as drugs and anti-racism. The programme was popular with teachers and pupils alike and included a total of 40 visits to 3 primary schools, 11 Junior schools and 10 Senior schools. In all, 12,770 children were involved. We also made 26 visits to 11 special needs schools, with participation from 782 children. In addition to this, we took the trophies to local hospitals and hospices: Royal Liverpool Hospital Fazackerley Hospital Alder Hey Hospital Clatterbridge Hospital Broadgreen Cardiothoracic Centre Broadgreen Amanda Project St. John s Hospice Woodlands Hospice At each visit we ensured that we attended every ward in the hospital. The visits were particularly rewarding not only for the patients, but also for the Club staff involved. 999 Anfield Cup We organised the 999 Anfield Cup competition this season in order to raise money for the local Vernon Sangster Youth Club. Teams from the local police, ambulance and fire services paid to play against each other in a competition at our Academy and a signed ball was given to the Youth Club to auction or raffle. Dads and Lads We launched a Dads and Lads project to help local fathers and sons bond through a shared love of sport. Held in our Academy s Indoor gym, the sessions are formed around football in the indoor hall and are followed by a team talk covering a range of topics from communication and leadership to discipline and encouragement. More than 30 Dads and Lads attended the first sessions we held and our own Chief Executive, Rick Parry, attended with his two sons. 214

222 Club Charter Reports 2001/02 Liverpool Sweeper Zone The Sweeper Zone project was a pilot scheme involving young people in helping to keep the Anfield area clean on match days. We formed a Youth Forum and provided them with training in how to deal with the public, relationship building and teamwork. The project was run in conjunction with ENCAMS, (the Tidy Britain campaign) Coca Cola and the Club and involved the youngsters in cleaning up the areas surrounding the ground on a matchday. The pilot scheme was successful and the Anfield area is much improved as a result. The full scheme will now operate at every game next season and we also have our own sweeper vehicle to clean the streets. Young people from every school in the community will take part and the scheme will be run in conjunction with the Anfield/ Breckfield Partnership. LIVERPOOL Kick It-Kick Off Kick It-Kick Off is a six-week course that occupies a half-day in each week of the school curriculum. Delivered as a partnership between the Club and Knowsley Local Education Authority, the scheme aims to develop pupil s personal life skills. Each school selects up to 14 children aged between 13 and 15 years who they believe would benefit from further support within the school environment. During the first session, pupils are encouraged to enter into an agreement and identify their desired outcome from the course. For example, a pupil may agree to improve his or her attendance rates and set a new goal in this area. At subsequent sessions guest speakers are invited to talk with the pupils about drug awareness, alcohol issues, smoking and other health issues, and anti-social behaviour. After each session the children then attend a coaching session at our Football Academy. The aim of this part of the project is to increase fitness, promote the ethics of teamwork and good discipline and raise the self-esteem of the participants. This season the scheme was delivered to 14 Secondary schools, 2 pupil referral units in Knowsley and 2 Secondary schools in Anfield, and has involved over 200 pupils. The scheme has been assessed by the Greater Merseyside Connexions Service and was awarded the New Start Quality kitemark award. Champions League Flag Bearers We also involved children from local schools by asking them to be Flag Bearers for our Champions League matches at Anfield, giving them the opportunity to experience a major match and be involved in the presentation of the match itself. 8 Champions League games were held at Anfield, and 30 children from local schools in the Anfield/Breckfield area acted as Flag Bearers. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. 215

223 Liverpool Club Charter Reports 2001/02 LIVERPOOL Liverpool Football Club has formed a partnership with Liverpool Community College, who delivers The Prince s Trust Volunteers Programme in Liverpool. The Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 Volunteers and is lead by a full-time Team Leader. During 2001/02 the Football Club has supported 23 young people on 2 Volunteer teams. 74% of these young people were unemployed. Our objective has been to contribute to the delivery of challenging and high quality teams and to help raise the profile of the Volunteers Programme amongst young people in Liverpool. Examples of additional support provided by the Club include: A complimentary tour of the ground for Volunteers on the second team. Provision of autographed merchandise to assist with the fundraising activity of each Volunteer team. Assisting the Team Leader with the creation of publicity materials to promote the Volunteers Programme and make a positive impact on the recruitment of young people. Providing a function room, buffet & refreshments for 2 End of Team Presentations. During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community have included the renovation of 2 courtyard gardens at Eldonian House Residential Home. The retention rate of volunteers on programmes run by Liverpool Community College in Liverpool was 70%. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and Liverpool Football Club is fully committed to supporting the work of The Prince s Trust next season. CHARITIES We received numerous requests for charitable assistance and tried to spread our support to a mixture of small local community organisations and large national charities. In particular, this season we supported the Cardiothoracic Centre where Gerard Houllier was treated. Our staff team paid to play against Broadgreen Hospital staff to help raise money for the Centre and we promoted the appeal on our website. Our supporters gave generously to help the Centre and we aim to continue to show our thanks to the hospital with fundraising projects in the future. The Football Aid Event at Anfield raised 19,418 for the Field of Dreams Charity, our own nominated charity and the F.A. Premier League s nominated charity. Two teams of Liverpool supporters, captained by ex-players Alan Kennedy and Brian Hall, paid to play against each other in the event with players travelling across the world to take part. A number of matchday collections were also held for organisations including the NSPCC and Alder Hey Children s Hospital. 216

224 Club Charter Reports 2001/02 Liverpool PLAYERS IN THE COMMUNITY Whilst our players carried out a considerable number of appearances at community events, we ensured that there was a fair distribution of players work in the community by also bringing groups to our Melwood training ground. In particular, children from special needs schools were able to meet the players in a safe environment, see the training ground and be assured of meeting a number of players. Two or three groups per week usually visited the training ground and we held around four tours at Anfield each week for similar groups. At Christmas our first team squad visited Alder Hey Children s Hospital and gave each child a present. LIVERPOOL COACHING Schools Our Football in the Community staff provided free coaching sessions at After School Clubs at: Vernon Sangster Sports Centre Gordon Youth Centre, Kirkdale Tiber Street Centre,Toxteth 6 sessions each week, including 1 girls only session 2 sessions each week 3 sessions each week A total of 400 children took part in the sessions, which were aimed at providing football coaching and ensuring that children were occupied between 4pm and 5pm when they might otherwise be at risk of offending. We concentrated particularly on delivering sessions to small groups of youngsters in areas either near to our stadium (Vernon Sangster and Gordon Youth Centre) as part of our focus on the locality, or in Toxteth in order to ensure that children from different ethnic backgrounds were able to take part. 9 Holiday Courses (coaching sessions) were also set up during 2001/02 with 600 children taking part. Walton Prison An 8-week coaching course was held at Walton Prison. Prison staff used the course as an incentive for those prisoners who wished to participate. 24 prisoners took part in sessions held every Friday afternoon for 8 weeks, and the course acted as a preparatory stage for a soccer coaching badge. Sessions included not only coaching but also talks on life-skills and the qualities needed to be a good coach. EDUCATION Reduc@te Our Study Support Centre, Reduc@te, aims to maximise the potential of school pupils and raise their motivation. A partnership between the Club, the DfES and the Local Education Authority, and with support from commercial sponsors and the Liverpool Universities, it provides afterschool tuition in a relaxed and informal setting. Teaching is structured to enhance school education and provide individual attention, and focuses on Literacy, Numeracy, I.C.T. and Independent Learning Skills. This season we also ran Summer schools and daytime literacy and numeracy mornings. Attendance for all courses was voluntary and reached over 90%. Mentors from Liverpool John Moores University, Liverpool Hope and the University of Liverpool worked with the children as mentors, providing valuable support and assistance. 217

225 Liverpool Club Charter Reports 2001/02 LIVERPOOL This season 2,735 visits were made by pupils from 36 schools and community groups. During season 2002/03 a special needs IT centre will be incorporated into the Reduc@te Centre. A tailor made 6 to 8 week course with an intensive and focussed curriculum will be developed for children with special needs to ensure that they gain maximum use of the Centre. CONSULTATION AND INFORMATION This season we particularly focused on consulting with the local community on our plans to build a new stadium close to the existing ground. The Club has proposed a complete regeneration plan, linked with a new housing strategy and incorporating the new stadium. We are keen to discuss the impact of this on all areas of the community and so a completely independent community consultation exercise is underway. This exercise includes public meetings and houseto-house visits to ensure that every resident will have their say in our future plans. It began during season 2001/02 and will be completed in the Autumn of A Steering Group of 90 people has been formed, representing all aspects of the community: The LFC Stadium Proposals Joint Steering Group met on the following dates: 14 August November December March 2002 We were also keen to consult with our supporter base, and on 14 September 2001 our Chief Executive and Chairman met with the 'Anfield 4 Ever' group, which is opposed to the stadium move. It was a constructive meeting and the dialogue proved useful to us in formulating our future plans. Information on the proposals has been made available to all supporters on our website, in our matchday magazine and in the local press Our Chief Executive met with supporters on: 20 August November February February May 2002 We also met with the local residents steering group on 29 October 2001 and with local traders on 6 December Regular meetings also took place with other stakeholders such as local housing associations and tourist authorities. Some of our work in regenerating the area has already begun. In conjunction with a local housing association we are currently renovating twelve properties in Skerries Road, behind our Centenary Stand. A Fans Day was held on 1 August 2002, at which supporters were invited to attend a special training session at Anfield. 218

226 Club Charter Reports 2001/02 Liverpool Two supporter panels were held at the Club this season, both facilitated by the Premier League. The first of these meetings was held on 7 January men and 5 women attended, 10 of who were season ticket holders. They discussed matters relating to our ticketing systems. In particular we asked them about their experiences of our ticket office and their views on a proposal for a new loyalty system for the allocation of away tickets. The panel were unanimous in their support for the introduction of a loyalty scheme. As a result of this and other consultation with supporters a new system of establishing supporter loyalty will be introduced during Season 2002/03. LIVERPOOL The second panel met on 23 February 2002 to discuss the issue of supporters standing in seated areas. 7 supporters attended, 4 men and 3 women, and we have since sent a letter to all our supporters explaining our stance on the issue. Our International Supporters Club met in a room provided by the Club on a monthly basis. Players such as John Arne Riise and Jerzy Dudek also attended these meetings to answer questions from supporters and the first team manager Gerard Houllier spoke to supporters at the last meeting of the season. CUSTOMER SERVICES Reporting and Monitoring Our Club Secretary Bryce Morrison had overall responsibility for Customer Service, and his assistant Jonathan Hargreaves dealt with monitoring complaints and reporting to the Premier League. All departments dealt with their own complaints, and a central record was compiled quarterly by Jonathan Hargreaves. During the 2002/03 season we hope to introduce a new software system which will enable us to track and analyse the feedback we receive and respond more quickly with any necessary policy changes. This season we have been working with Hayes Customer Service on ways to improve the level of service we offer to supporters. Hayes are currently devising a number of training programmes for us that will enable frontline staff to obtain an NVQ in Customer Service. MERCHANDISE We are committed to 2-year kit cycles for our home replica strip. At the end of this season we introduced new home and away kits for season 2002/03. Our previous home kit had been in use for 2 years and the new home kit will not change until The life span of the strip was clearly indicated on swing tickets and on in-store posters. FACILITIES FOR DISABLED SUPPORTERS Season 2001/02 saw us place a particular emphasis on examining our facilities and services in relation to disabled people. We employed a specialist consultant to work with us in ensuring that the Club is providing a service that is compliant with the Disability Discrimination Act. This work began with an audit of all the Club s operations at Anfield, Melwood Training Ground, the Academy, Community Offices, city centre store and our warehouse. We hope to be able to build upon the recommendations of his report in the coming season. This season we provided covered accommodation for 71 wheelchair spaces, for our home supporters and 8 for away supporters. Both sets of supporters sat adjacent to their own supporters, and home supporters were given the choice of seating areas on either the side or the end of the pitch. 219

227 Liverpool Club Charter Reports 2001/02 LIVERPOOL Tickets for these spaces went on sale at the Ticket Office 26 days prior to a fixture and were priced at 3 for those in wheelchairs and 21 or 24 (dependent on the category of game) for carers, with a maximum of 2 carers allowed per wheelchair supporter. Season Tickets for 1 wheelchair user and 1 carer cost 450. All other tickets were sold on a first come first served basis. We also offered 40 tickets for visually impaired fans - 24 as season tickets and 16 as match tickets. Match tickets were priced at 3 and 21 or 24 for a carer, depending on the game. Match commentary was provided via an Infotec system in a designated area, and was also available for away supporters by prior arrangement. All areas accommodating wheelchair supporters were provided with lowered refreshment counters and stewards were also on hand to help where needed. Alison Elvidge and Joan Haywood were available at the Ticket Office to answer any queries about our disabled facilities and full details were available on our website at We allocated free parking spaces in the nearby Stanley car park to all wheelchair-bound supporters (home and away) who requested them in advance. A text phone is being installed in our ticket office for use in the 2002/03 season. ELIMINATING RACISM An announcement was made before every game stating that racist abuse or behaviour would not be tolerated at Anfield. After each match we dealt with any complaints at our debriefing with the police force, and worked hard alongside the police to ensure that these incidents were kept to a minimum. All of our stewards were given FSQ training, including a specific module on dealing with abusive and racist behaviour. This season there were 3 alleged incidents of racism. One supporter was immediately ejected and we monitored the behaviour of two supporters after complaints were received about them, but no evidence of racist behaviour was found. In order to promote an anti-racism message to supporters we played the Kick It Out video in our shops, lounges and in the Club Museum. We also published the Kick It Out advertisement in our matchday magazine. Next season our programme editor will publish the Kick It Out advert in every matchday programme, and there will be an LFC Against Racism perimeter board on the Main Stand side of the stadium. We also ran a poster competition with local children, whereby they were asked to design a poster to commemorate the Holocaust. 250 entries were received and the project helped to raise awareness amongst the children about racism and anti-semitism 220

228 Club Charter Reports 2001/02 Liverpool STAFF CONDUCT It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, terms of employment, conditions of service and opportunity for training and promotion regardless of sex, marital status, creed, colour, race, age, disability, sexual orientation or ethnic or national origin and the Club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients and suppliers. LIVERPOOL This season all our supervisors have undertaken training to assist them in their jobs and our Departmental Managers have been on courses concentrating on teamwork. 221

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230 Customer Charter 2001/02 Manchester United MANCHESTER UNITED FOOTBALL CLUB CUSTOMER CHARTER 1. CONSULTATION AND INFORMATION Manchester United 1.1. consults supporters on a regular basis through its quarterly Fans Forums, questionnaires, FAPL annual fans survey, FAPL supporter panels and focus groups publicises its position on major policy issues in an easily digested format in the Club programme, website and other available mediums has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties. MANCHESTER UNITED 1.4. gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes undertakes research on the design and number of new strips will not knowingly buy goods from any supplier or manufacturer who does not comply fully with the labour, safety and other relevant laws of the countries of manufacture with respect to minimum wages, hours of work, overtime, sick pay and holiday entitlement. Manchester United PLC opposes the exploitation of child labour. No orders will be placed from suppliers employing child labour under the age allowed in the country concerned. Legitimate apprenticeships or education related work are acceptable as long as there is no risk to the children s health or safety. Suppliers must not use forced labour and must practice universal respect for human rights and freedom for all, without discrimination because of race, sex, language or religion. This policy has been agreed and approved by UNICEF, who continue to help us monitor and improve our suppliers manufacturing practices. 2. ACCESSIBILITY 2.1. Manchester United continues to strive for wider access to matches by a broad range of ticket prices. (Supporters buying more expensive seats or packages enable us to charge others less for their tickets) at least 20% of tickets to each game to non season ticket holders % reduction on match day ticket prices for under 16`s and over 65`s. 50% reduction on Family Stand Season Tickets to under 16`s. 20% reduction on Season Tickets for over 65s an area of the ground for the exclusive use of family groups. 223

231 Manchester United Customer Charter 2001/ an area of the ground (in the lowest price band) for unaccompanied junior members aged support for disabled supporters and their carers. Mr. P.J. Downs can be contacted for details of our disabled facilities on between 4.00pm-5.00pm, Monday to Friday. MANCHESTER UNITED free or reduced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick off ticket holders are entitled to free admission to the re arranged match. If a game is abandoned after kick off then as a minimum half priced admission will be offered for the rearranged match Whilst an instalment facility is not available for season tickets no transaction charge is incurred by those paying by credit card Tickets for domestic Cup and European matches Season Ticket and League Match Ticket Book holders in all areas of the stadium will be charged at the same price as for a normal F.A. Premier League match. Tickets are sold initially to Season Ticket and League Match Ticket Book holders, then to members who have previously attended specified matches. Any remaining tickets would be offered to other members with any balance going on general public sale As a general rule, ticket refunds are only issued in exceptional circumstances at the discretion of the Club. 2.5 The Club abides by the rules of football s governing bodies relating to the allocation of tickets to visiting club supporters. 3. AWAY SUPPORT 3.1 Manchester United supporters are allocated tickets for away Premier League matches as follows: All away tickets are sold to Box/Executive and Season Ticket Holders who have attended all home cup ties by a random postal ballot. In the event that tickets still remain available, these would be offered to Season Ticket holders who had not attended previous Cup ties. The home club determines the cost of these tickets. 3.2 Manchester United does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to o-65 s and u-16 s apply to supporters of a visiting club. 4. LOYALTY AND MEMBERSHIP The club operate a membership scheme the full details are available on request PRIORITY TO ORDER MATCH TICKETS Whilst Membership does not guarantee the availability of tickets, it does give priority to order tickets for home games (one ticket per member). Details of our ticket ordering procedures will be incorporated in the Match Ticket Application Book, which is included in the first pack. 224

232 Customer Charter 2001/02 Manchester United 4.2. FREE ADMISSION TO ALL RESERVE HOME GAMES Members can gain free admission to all Reserve home games wherever played on production of their membership card % OFF OFFICIAL MERCHANDISE Members will be able to obtain 10% discount on official souvenirs over 5.00 (excluding sale items) purchased at Old Trafford or via Manchester United Direct. Personal callers to the ground should produce their membership card, whilst orders by post should include the Membership No. which is printed on the front of the membership card % OFF MATCH PROGRAMME SUBSCRIPTIONS All Members can obtain 10% discount on the United Review (match programme) subscription. For details telephone MUSEUM AND TOUR CENTRE Members pay half price Museum/Tour admission on production of their membership card. MANCHESTER UNITED 4.6. YEARBOOK Members will be given a free copy RED CAFÉ DISCOUNT Members will be able to gain 10% discount at the Red Café on every visit on production of their membership card. This benefit excludes matchday hospitality packages AWAY TRAVEL CLUB MEMBERSHIP Members are automatically enrolled in our Away Travel Club, which offers travel organised by the Membership Office to matches in the UK and Europe PERSONAL ACCIDENT INSURANCE Under our special Insurance Policy with Lloyds Underwriters, all members are insured for accidental death or bodily injury, whilst in attendance and travelling to and from the stadium (until safe return to current place of residence) for all competitive games played by the Manchester United 1st team, both home and away and anywhere in the world. Further details regarding benefits will be included in the Members benefit Booklet. Full details of the benefits applicable to the policy are contained in the Manchester United Official Yearbook. 5. COMMUNITY ACTIVITIES 5.1. Manchester United is totally committed to continue to support football`s grass roots through football based activities and educational initiatives seeks to promote close links between the Club and its community and to introduce young people, male and female, to football as players and spectators offers an extensive coaching service to schools during curriculum time which will be at no expense to the schools. 225

233 Manchester United Customer Charter 2001/ endeavours to develop the provision of football opportunities for girls and women's football will support and work with outside agencies, especially disadvantaged groups (disabled, ethnic minorities and the unemployed) supports the Playing for Success educational initiative with the Local Authority. MANCHESTER UNITED 5.2. All youngsters who attend any Club activity will be provided with the same standards of professional tuition irrespective of ability, age, sex or background. 6. MERCHANDISE Manchester United state that st and 2nd choice replica kit has a minimum life span of two seasons. In line with football industry standards. Training kit will change annually. The above is subject to change in the event of new club and or equipment sponsors the club provides the widest information relating to the change date of its replica kits. Swing tickets containing this information are attached to replica shirts details of the next intended change of kits are available from the Megastore it carries out its obligations under the Premier League Rule book to prevent price fixing in relation to the sale of replica strip the club offers refunds on merchandise it sells in accordance with its legal obligations. 7. STAFF CONDUCT 7.1. All club members, supporters and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. 8. CUSTOMER SERVICE 8.1. Manchester United will strive to provide value for money in all areas of its business will seek to achieve the highest level of service will treat all customers with respect and courtesy will commit to commissioning an annual independent customer service survey and will publish its findings. 226

234 Customer Charter 2001/02 Manchester United 8.2 To avoid confusion Manchester United prefers all complaints to be made in writing by , fax or letter and will respond in like form. In the first instance we encourage customers to contact the department relevant to their query who are committed to acknowledge any letter of complaint within 3 working days of receipt and will endeavour to provide a full response within 10 days. 8.3 If your complaint has not been dealt with speedily and efficiently by the department concerned then recourse is again in writing to Ken Ramsden, who has overall responsibility for Customer Service. Manchester United FC Old Trafford Manchester M16 0RA Facsimile number: [email protected] MANCHESTER UNITED 227

235 Manchester United Customer Charter 2001/02 MANCHESTER UNITED 228

236 Club Charter Reports 2001/02 Manchester United MANCHESTER UNITED FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 The Manchester United Club Charter was first published at the start of the 2000/01 season. The Charter was updated and a second version was recently published in the matchday programme and made available in leaflet form in all public areas throughout our complexes. Additions included the publication of Club policies covering seven major items of importance to supporters and these are listed below: Health, Safety and the Environment People Philosophy Equal Opportunities Disability Discrimination Environment Safety of Spectators Disabled Spectators MANCHESTER UNITED Audiocassette versions of the Charter were issued to visually impaired supporters and were also available on request. This report reflects our work in relation to the Charter and to the agreed recommendations of the Football Task Force of CONSULTATION AND INFORMATION This season saw the continuation of our Fans Forum. Members were selected with the assistance of the Electoral Reform Service, who continued to oversee the meetings of the Forum. The aims of the Forum are to: Create an environment for fans to interact with officials Develop an understanding of fans wants and needs Provide a channel of open communication for the Club to present its policies Meetings took place on: 22 September December February April May 2002 As a result of the Fans Forum meetings a number of actions have taken place, including the introduction of TV sets on the concourses and draft beer being available from the concourse refreshment bars. For the forthcoming season the Club will be hosting a live debate on MUTV, following each of the fans forum meetings. The debate will include senior Club officials and Forum members to broaden the discussions and to make the Forum work more widely accessible. 229

237 Manchester United Club Charter Reports 2001/02 A number of Focus groups have been held this season and the results have been used in order to revamp the Club's matchday programme. Focus group sessions have also been held in order to improve communication between the fans and the Club. Results from these groups are currently being collated and will be used by our Director of Communications, Patrick Harverson, in order to improve communications. MANCHESTER UNITED Patrick Harverson runs a column in each of the Match Day Programmes to update fans on what is happening around the Club. Fans are also invited to either write into the Club or the Club with any query/enquiry. A special address has been set up [email protected] and is receiving around 250 s per week. Patrick Harverson, Karl Evans, our General Manager of Ticketing and Membership Services, and Barry Moorhouse, our Membership & Travel Secretary, attended the High Peak Supporters Branch meeting on 25 April 2002 primarily to discuss ticketing issues. A follow up meeting was held with our Chief Executive Peter Kenyon, where a full question and answer session took place. High Peak Supporters Branch were pleased with both meetings and all issues raised were actioned/cleared up. Barry Moorhouse has a good relationship with Supporters Branches, and there is an opportunity at every match for Supporter Branch Secretaries to meet up with Barry should the need arise. Our second Fan Satisfaction Survey was undertaken amongst 5,000 season ticket holders, members and disabled supporters. Fans were asked a number of questions about their satisfaction with the match day experience. In response to our Fan Satisfaction Surveys, we have installed new scoreboards, maintained and increased our communication with fans and are currently conducting a six-month trial with an external catering group to test a new range of food and drink. TICKETING The season s prices ranged from 9 for a child to 29 for an adult non-member. Tickets were sold in the first instance to Club members by post on a ballot system, with any remaining tickets then going on sale to the general public. 20% of our seats were available on a match-by-match basis, ensuring that supporters did not have to commit to buying a season ticket. We offered 50% concessions on single match tickets to under 16s and over 65s, concessions on season tickets of 50% to 1,100 children in the family stand and increased the concession to 30% to over 65s. We have made significant improvements on our senior citizens' policy from an original discount of 10% to 20% and now to 30%. There are no restricted view seats in the stadium. CUP MATCHES Prices for Cup matches were the same as prices for Premier League fixtures. 230

238 Club Charter Reports 2001/02 Manchester United AWAY MATCHES Tickets for those of our supporters who wished to travel to away matches were allocated first to season ticket holders, Box holders and Executive Club members. We usually asked them to also provide vouchers from up to 6 previous Cup games in order to ensure that priority was given to the most loyal fans. Visiting clubs were offered 3,038 seats and were given 50% concessions for under 16s and over 65s and charged the same price for comparable accommodation as charged to home fans. LOYALTY AND MEMBERSHIP This season we operated the following membership scheme. Benefits included: Priority match tickets for home games - one ticket per order. There are no guarantees that every order will be fulfilled. Free admission to all home reserve team games 10% discount on all official merchandise excluding sale items MANCHESTER UNITED The annual cost of membership for UK residents was 18 for adults and 12 for children. A number of visits to Carrington Training Ground were organised for Supporter Clubs to watch the first team train and view the facilities used by the players. INCREASING ACCESSIBILITY This season the Club held an Open Training Day, at which more than 16,000 people attended to watch the first team train. The event was offered free of charge and all costs and staging expenses were met by the Club. We organise a range of family activities at Old Trafford on a match day. In the family stand we usually had a children s entertainer or DJ, with an hour-long show between 1.45pm and 2.45pm. We held raffles and auctions to raise money for designated charities. FACILITIES FOR DISABLED SUPPORTERS There are 104 wheelchair spaces in our disabled supporters area, all of which are covered. 10 of these spaces were available for away disabled supporters (15 for Cup competitions), and as the area is next to the away fans, they are able to sit near to their own supporters. The area was designed in full consultation with the Manchester United Disabled Supporters Association (MUDSA). Tickets for this area are distributed free of charge to wheelchair users and their personal assistants by MUDSA. The allocation of 15 season tickets is fully subscribed and approximately 150 people who were allocated spaces on a rota basis, usually going to one in every three matches. If anyone who had been allocated a space was unable to attend, they were asked to contact MUDSA by 6.30pm on the day before the match. These spaces were then reallocated on a first come, first served basis. This ensures that all spaces are used to maximum effect. We support MUDSA in terms of administration expenses and printing costs etc., and worked closely with them to ensure a fair and even distribution of spaces. Their address is [email protected] and is available for exclusive use by disabled supporters. 231

239 Manchester United Club Charter Reports 2001/02 There are two catering trolleys stationed behind the disabled supporters area platform, for the sole use of disabled supporters in that area. If people still experienced difficulty in buying refreshments, stewards were on hand to assist. Plans for a matchday lounge for disabled supporters are currently at an advanced stage of development; this lounge will fully replicate other Stand facilities and also provide an "assistive technology centre" for community use on non-matchdays. MANCHESTER UNITED 104 parking spaces are automatically provided at Old Trafford for all those using the wheelchair platform. Supplementary disabled persons' parking provision is also available on request on a first come, first served basis to other disabled people holding Blue Badges. There are approximately 40 such parking places. We also had an area designated especially for our ambulant disabled supporters. The area contains 40 seats and had dedicated access from the disabled supporters area. The row of seating in front of the facility has been removed to provide extra leg-room, create a walkway in front of the seats and there are grab rails between each seat. Seats are sold at the normal prices at the ticket office. 20 headsets were provided for visually impaired fans who wish to listen to live match commentary; pre and post match features were also broadcast. Seats are provided free to visually impaired fans and their personal assistants within the disabled supporters area. The technology we use for commentary delivery enables visually impaired fans to be seated in other areas of Old Trafford if they wish and still receive the commentary. Stewards in the area of the ground where our disabled fans sit undergo specific disability awareness and etiquette training. A mini-com/text telephone is installed in our call-centre and all our staff are trained in its use. We met regularly with Phil Downs, the secretary of MUDSA, and were in contact with him by phone on a daily basis. We also had monthly meetings with the MUDSA committee on the first Monday/Tuesday of each month. In furtherance of our commitment to disabled fans and disabled visitors to Old Trafford we have produced and published a "Policy for Disabled Supporters" which can be viewed on our website at We believe this to be the first policy document published by a football club specifically aimed at declaring our intention to improve the matchday and non-matchday experience of disabled supporters. The policy document was produced in full consultation with MUDSA and has been viewed by the Disability Rights Commission for advice on compliance with the Disability Discrimination Act. We have also recently contracted an "Access Consultant" from the National Register of Access Consultants to carry out an access audit on all of our facilities open to the public. The sites audited include Old Trafford,The Cliff Training Ground, Littlewood Road Training Ground and the Carrington Training Centre which is now our main training facility for senior and academy players. The Access Audit recommendations have been received and improvements to the sites audited are planned. 232

240 Club Charter Reports 2001/02 Manchester United ELIMINATING RACISM The Club has for a number of years been heavily involved in a range of projects aimed at eliminating racism both at Old Trafford and in the wider community. Thousands of children have taken part in workshops, visits to the Club, coaching and competitions, all with an anti-racist message. This is an on-going programme that continues to work with children from all over the country. We have collaborated with Kick It Out (KIO) and several other clubs to develop a teaching pack for schools, colleges and youth groups. The game against Bolton Wanderers on 20 October was the Club's nominated "Day of Action", where the Club signed the anti-racism pledge, which is now on display in the Museum. Other activities on the day included competitions, content in all club media and display of banners and flags. MANCHESTER UNITED The Club s Education Officer is also a member of Trafford s Racial Harassment Forum "Diverse", whose purpose is to eliminate racist incidents, tackle racial harassment and encourage reporting of incidents. The forum uses a multi-agency approach bringing together representatives of the statutory bodies, community groups and voluntary organisations. Manchester United was chosen as one of the key venues in launching the annual Holocaust Remembrance Day service. The Club has also been heavily publicising and supporting the new reporting line set up by KIO, with adverts in matchday programmes. Several supporters have already used this line to confidentially report incidents. When we receive reports of racist behaviour, or our stewards witness such behaviour, our policy is to monitor the person concerned. If we find evidence that they are guilty of racist behaviour our stewards will alert the Stadium Control Room, who in turn alert the police, and we encourage them to make arrests for racist offences. If they are then charged and found guilty in court they will be excluded from the ground. During the 2001/02 season we received 4 complaints about racism from fans and monitored the seats concerned. In each case no evidence was found so no further action was taken. INVESTING IN THE COMMUNITY FOOTBALL IN THE COMMUNITY Manchester United are committed to coaching persons from grass roots level to excellence via our Football in the Community Scheme. The scheme, funded by Manchester United, reached over 85,000 participants during the course of the year. The Scheme Manchester United Football in the Community Scheme started in 1992 with one person - David Ryan - who is Head of the scheme. The scheme now employs 20 full and part time staff as well as many others who work on a casual basis when required. The Manchester United Football Community Scheme serves the community in many ways: 233

241 Manchester United Club Charter Reports 2001/02 Schools Curriculum Service Manchester United Football in the Community Scheme visits all types of schools, either on a block basis or a one-off special visit. During each visit our staff implement a teaching/coaching session of fun and enjoyment for the pupils. Whilst the scheme is predominately taking place in junior schools we have also visited a number of senior schools. This is a free service and all equipment is provided by the Club. 454 schools were visited, reaching over 60,800 children during the season. MANCHESTER UNITED On completion of the course, to further their links with the Club schools have an opportunity to visit to Old Trafford. This is arranged through the Education Officer. We also provided teaching courses for adults; 260 teachers took part in inset days designed to teach them how to coach football. Our coaches also provided sessions as part of the football module of the GCSE in Sport for 1,200 Secondary School children. Extra Curricular Activities Manchester United Football in the Community Scheme implements a number of after-school clubs and sessions on school inset days. The income that is generated through these sessions is then divided between the School and the Community Scheme. This means that at no expense to the school, professionally supervised courses are arranged with money being generated for schools to boost their funds. This also gives the school an affiliation with the Club through Manchester United Football in the Community Scheme. Regular Clubs The Club runs very successful Saturday and Tuesday clubs all year round at the Cliff Training Ground Cliff complex. Children of all ages and abilities take part in coaching and games, for which they are charged a small fee. Some 5,500 children took part during the year. Holiday Courses During the Scheme's existence the Club have staged football courses at a number of schools and clubs in the North West. These are run during the school holidays, activities for children who can find the holiday periods long and uninteresting, and they provide much needed support for parents. The club decided the course prices were to be accessible for children from all backgrounds and income, and the price to be set at a community based break-even figure. Our price of 25 for a 25-hour course made it possible for 4,162 children to attend during the season. Junior Clubs Special sessions (lasting 1.5 hours) were taken up by 64 junior clubs to attend and make use of our facilities. 1,280 children were trained by our qualified coaches to the specific needs of the Club's own coach. There are also special courses throughout the year for the participating Club's coach, during which our staff help them to improve their coaching and organisation in practise sessions and games. 234

242 Club Charter Reports 2001/02 Manchester United Football Competitions The scheme runs numerous competitions throughout the year for around 1,700 players at grass roots level. Girls' & Women's Football This is scheme's fastest growing department with teams for U21, U16, U14, U12, U10 and open age groups. The women's team is coached by Dave Bell, and now has First and Reserve teams playing in the Northern Combination League. We currently have 120 registered players. 46 girls only sessions in schools attracted 1,040 participants. Club for People with Disabilities A regular club is run on a Thursday evening during the summer holidays for people with disabilities. Held at the Cliff training ground, the emphasis is on fun and enjoyment for those people who may otherwise miss out due to their disability. The number of children visiting reached the 1,000 mark this year. In conjunction with Barclaycard, the Club will be launching a new "Goal Ball" initiative, a game for the visually impaired. MANCHESTER UNITED Child Protection Policy Under the supervision of our Child Protection Officer, Liz Lynch, all staff that work within the Academy and Football in the Community have completed a Club official Child Protection Course. A comprehensive Child Protection Policy is in place and available upon request. The Salford Football Partnership A large amount of equipment was donated to a local football club that covers the Salford area, including goal posts, footballs etc. Our qualified coaching team also provide coaching sessions held at the Cliff Training ground. Conclusion This ever-growing scheme demonstrates the Club's commitment to trying to provide opportunities for everyone within its community. It is hoped that the links with the local boroughs can be extended to develop the scheme further and continue to make the North-West the centre of football participation. STUDY SUPPORT CENTRE Playing for Success Mission Statement The Manchester United Study Support Centre will seek to raise achievement by motivating young people to become more effective learners through activities that will enrich the curriculum, enhance key skills and raise self-esteem. The Centre will help to develop confident, self-motivated and independent young people with a positive attitude to learning. Code of Conduct Treat other people with dignity and respect Respect other people's property Look after our Centre and all the equipment in it 235

243 Manchester United Club Charter Reports 2001/02 Behave sensibly and do not disturb others Do not bully others by our words or actions Do not say or do anything that might upset others MANCHESTER UNITED The Manchester United Study Centre was established at Old Trafford as a result of consultation between Trafford Local Education Authority (LEA), Manchester United FC and the Department for Education and Skills (DfES) and seeks to raise pupil achievement and motivation in the areas of Literacy, numeracy, ICT and self-esteem. Based on the Playing for Success model, it provides a caring and stimulating out of hours/after school learning environment for Key Stages 2 and 3 pupils from local Trafford schools. The Centre is uniquely situated in the museum classroom on the second floor of the Museum and Tour Centre in the North stand of the Old Trafford stadium. The Centre Manager is a member of the Study Support Steering group within the LEA and as a result keeps schools regularly informed of any new initiatives and reports on developments at the Centre.The Centre features prominently on the LEA Study Support website and has its own dedicated website at Although the Centre aims to support and complement the work done in school, the activities and learning environment are quite different. The Centre seeks to create a safe and very friendly atmosphere where pupils work individually and in small groups and receive assistance from the Centre manager, ICT Co-ordinator and student mentors. The Centre is well resourced with a wide range of ICT equipment. It has an interactive whiteboard, scanner, digital video camera and photographic camera, TV and video, filtered Internet access, ing provision and several integrated learning systems. However, the museum is undoubtedly the most useful resource at our disposal. Pupils use the interactive touch screen Man-U-Net encyclopaedia to gather facts on all aspects of Manchester United and produce a variety of written work for their files. Pupils also visit the Millennium Landmark Centre at The Lowry, The Trafford Training Centre at Carrington,The Imperial War Museum North and use the guided stadium tour for written work tasks. Pupils are actively encouraged to get involved in their own target setting when they complete their initial pupil questionnaires and are given the opportunity to complete personal projects, including homework. All the children have their work displayed prominently in the Study Support Centre and create A2 display sheets and Powerpoint presentations based on their experiences during their study support sessions. Pupils are allowed to work at their own pace and select their own partners or team members for group activities and team building exercises. They have the use of a web-based address and have access to a filtered Internet service and a wide range of fiction and non-fiction books that can be used in the Centre for homework research or taken home to read. The Centre is an important part of the overall Trafford Study Support Strategy and it was decided to target those pupils who were at or near the expected National Curriculum level for their year in English and/or maths but were not fulfilling their potential in the normal classroom environment. Pupils in Year 5 at junior school and Year 8 at secondary school are selected to 236

244 Club Charter Reports 2001/02 Manchester United attend the Centre in order that any improvement in achievement/motivation is reflected at Key stage 2 and 3 SATs assessments in year 6 and year 9 at school. Evaluation techniques have changed and developed considerably since the opening of the Centre. Initially, we used National Federation for Educational Research (NFER) age-related assessments in maths and comprehension and then moved on to the NFER Playing for Success tests. We have now developed specific computer based assessment material in consultation with the LEA advisory co-ordinators in literacy, numeracy and ICT at Key stage 2 and 3. Pupils and teachers complete entry and exit attitudinal questionnaires about school and pupils also undertake a maths entry and exit assessment to measure gains in achievement. Writing skills are evaluated by assessing a specific piece of work at the beginning of the study support sessions and then assessing a final piece of work at the end of their sessions. ICT is evaluated using a knowledge and skills pre and post checklist. Areas of need in maths are addressed using an interactive learning system at the Centre. MANCHESTER UNITED The results have been very favourable to date. All pupils attending the Centre have shown significant improvement in their maths assessments, ICT skills and writing skills. Pupil attendance has averaged above 92% for the last academic year. All the assessment results are recorded and returned to school and the pupils take home their assessment papers and results in their files. They are all presented with a substantial gift and a certificate signed by Sir Alex Ferguson at the end of their term of study support sessions. Student mentors also receive a certificate to acknowledge their significant contribution to the initiative. The selection and use of mentors at the Manchester United Study Centre is an integral part of the study support provision. Students are recruited from the University of Manchester s work placement initiative. The scheme, known as the Community Exchange allows students to select a placement from a directory of work opportunities. The Study Centre offers students an allocation of sessions to work alongside the Centre staff to support the learning of the pupils. Mentors complete a number of application forms, including a police check and are invited to the centre for an informal interview to discuss the initiative and receive a mentor s information document before beginning their placement. The Centre Manager has been extremely pleased with the vast majority of students that have attended the sessions and the pupils have welcomed the added assistance that the mentors offer. Several mentors have requested references from the Centre and have gone on to secure teaching posts in the primary and secondary sectors of education. Recent developments have seen the introduction to the Centre of second year child-care students from the local North Trafford College and 6th form peer mentors from local grammar schools. To date, we have worked with a cluster of 8 junior, 5 secondary and 2 special schools from within the Trafford LEA. Recent developments at the Centre have seen an expansion of the evening study support provision to accept 72 pupils for 2 hour sessions over 10 week terms. 237

245 Manchester United Club Charter Reports 2001/02 The Centre has worked closely with the British Council, The Association of Science Education, The Ministry of Education in Singapore and the club dietician to develop an educational Internet project to raise awareness amongst young people on matters of nutrition. The project can be viewed at and Further projects will be developed with Malaysia and Yugoslavia during the coming year. MANCHESTER UNITED Our school holiday conservation and ecology projects continue to be very popular with junior schools. Children visit the Trafford Ecology Park and the Trafford Training Centre at Carrington and work alongside staff from the Cheshire Wildlife Trust to generate proposals for the future development of the wildlife area at the training ground. Moss Park Junior School children attended the Easter School 2002 and have since drawn up plans for their own conservation area back at school and the Association of Science Education has kindly offered to support the schoolchildren with a donation of 750. Feedback about the study support provision from pupils, parents, teachers and student mentors has been very positive. MUSEUM AND TOUR CENTRE EDUCATION PROGRAMME The Club s education officer continues to work with local children, providing support with their school work through the Museums educational programme - some 30,000 education visits are made each year - and liaising with The Prince s Trust to give disadvantaged youngsters a chance to make a better start in their working lives. We have developed and continue to develop an extensive network of links with other agencies, such as the Campaign for Learning, Education Action Zones, and Local Business Education Partnerships. A recent example of co-operative work is in the area of encouraging foreign language groups to visit the North west, with the introduction of English lessons. Our work with local schools continues with performance-related rewards for a local primary school - Gorse Hill - in the form of a mentoring/incentive scheme. The Club also played host to World Book Day in March. The event was aimed at children in the most deprived areas of Manchester to encourage them to read and to make use of local libraries. Manchester United Goalkeeper, Raymond van der Gouw was on hand to lend his support to the 1,000 local school children. Children attending the event submitted poems exploring aspects of the game of football.winning poems selected will go into an anthology of poems. THE PRINCE S TRUST VOLUNTEER PROGRAMME We are committed to supporting up to six teams of volunteers from The Prince s Trust: Football programme each year. This season we invited the teams to Old Trafford for an induction session with a talk from our dietician, a visit to the museum and a tour of the stadium, a meal in the Red Café paid for by the Club and a short seminar on teamwork from members of our community coaching staff. We offered work experience placements for some team members with the Community Coaching staff, and our Human Resources staff helped out with the staging of mock job interviews. We also donated Manchester United merchandise for each team s fundraising activities and offered the free use of venues and catering services for meetings and presentation events. 238

246 Club Charter Reports 2001/02 Manchester United CHARITIES POLICY With our charitable activities we aim to support projects which meet the criteria: 1. The North West, extending out from Old Trafford into local communities 2. The UK in general, building on the awareness of Manchester United to address relevant national issues 3. Globally, using football and Manchester United to reach affected communities in projects involving: Education, especially children and young people Health, on all levels Sport, especially in the local community and football "Manchester United have been inspirational in taking the initiative and becoming the first football club to approach UNICEF with the express aim of developing an active partnership between UNICEF and the world of football. Over the last three years, United for UNICEF has been instrumental in showing how the power of football can be used to change children's lives" - Roger Moore, CBE, UNICEF Goodwill Ambassador. MANCHESTER UNITED Sir Alex Ferguson, has been appointed Special Representative to UNICEF UK, the United Nations Children s Fund. The Award was presented by UNICEF Goodwill Ambassador, Roger Moore CBE, at a benefit match at Old Trafford on 10 August to raise money to help support some of the world s most vulnerable children. UNICEF is the Club's global charity. We have made an initial three year commitment to raise 1 million and raise awareness of the problems faced by children in the 160 countries in which UNICEF work. With the Club's global reach and the continued support of the players and manager, staff and supporters, the 'United for UNICEF' partnership is making a real difference to the lives of disadvantaged children. In December 2001 we made a second donation of 250,000 to UNICEF, specifically to go to education projects overseas. In this country also, we are linking with UNICEF to devise citizenship projects, which will be taught in UK secondary schools from September In addition, the Club hosted the first ever Football Citizenship conference aimed at educational establishments demonstrating how football can be used to educate young people about racism and diversity. "Football has begun to understand how education links to wider issues we must now build upon this to bring positive benefits for all people in our society through education, knowledge, learning and sport" (Lord Ouseley, former UK chief of Commission for Racial Equality) Our players in particular play a vital advocacy role, with players and Sir Alex Ferguson holding special representative roles within UNICEF as part of the partnership. In times of emergency the support of the players is especially important in highlighting key issues which demand immediate aid. During the 2001/02 season several key messages were supported by our players and manager, including Afghanistan and FIFA-backed campaign to give a voice to the rights of the child in every country throughout the world (Say Yes campaign). 239

247 Manchester United Club Charter Reports 2001/02 OTHER CHARITABLE WORK The Club's aim in its charitable giving is to donate not only money (for example from the likes of the Fair Play Award won in 2001/02, and directly from the Club's fund-raising initiatives), but also time and resources from all sectors of the Club. In many cases the Club plays an advocacy role to bring key issues to the attention of its widest audience; such examples being Testicular Cancer awareness week 16-23rd March 2002; World Book Day 14th March 2002; Scope's 50th Anniversary in working towards awareness and fund-raising for cerebral palsy suffers. MANCHESTER UNITED The manager, players and back-room staff often get involved in local causes to add much needed support. These range from local Scout group fund-raising; helping those with disabilities, including the annual Trafford Taxi Drivers Association Run for children with severe disabilities; as well as raising awareness on key health and socially-related issues. The Football Aid event held at Old Trafford in May raised some 70,000 to go towards Field of Dreams and our work with local charities, including The Prince's Trust. The players have also backed Sport Relief s "Pay to Play" campaign in which our players made a contribution from their own pocket to a cause that will help children around the world. The Club also hosted a Marie-Curie abseil at the Ground which raised 60,000. The Club works with numerous local and national charities, donating signed items, facilities and staff time and resources to raise funds and awareness of charities works. Annually the North West branches of 10 charities receive a large consignment of signed items, most of which are auctioned for money. Included amongst these are NSPCC, Christies, Mencap, Guide Dogs for the Blind, and the Big Issue. Each year this list is reviewed before the start of the season and the views of the players and staff are sought before the charities are selected. More than 6,000 complimentary tickets were issued to charities, schools, churches and youth soccer groups. We also met as many requests for charitable donations as we could. Our full-time Charities Administrator,Wendy Rennison, ensured worthy local and national causes received signed items for fund-raising purposes, (around 5,000 over the season) but it was still impossible for us to meet every demand. The following ground collections were held on matchdays:- DATE MATCH CHARITY 29 October 2001 Bolton Wanderers Wallness Children's Charity 17 November 2001 Leicester City Salvation Army 8 December 2001 West Ham United Cancer Research 19 January 2002 Blackburn Rovers Francis House 2 February 2002 Sunderland Trafford Mayor (Lung Cancer Trafford General Hospital) 23 February 2002 Aston Villa St Ann's Hospice 20 March 2002 Middlesbrough Cystic Fibrosis 13 March 2002 Bayern Munich Bury FC 13 April 2002 Arsenal Multiple Sclerosis 240

248 Club Charter Reports 2001/02 Manchester United MERCHANDISE The Club provides information relating to the change date of all its replica kits by a woven label attached to the replica kits. Details of the next intended change of kits were available from the Megastore. We are committed to the Task Force Recommendations with regard to replica strips for our first team. The season was the second season of a 2-year cycle for our home kit and was the first year for our away and third kit. In August 2002 the appointment of a new kit sponsor necessitated a change in all our replica strips. The new home kit will have a 2-year life cycle. However, the away and third kit will change after the first year and will then be changed on a 2- year cycle. STAFF CONDUCT Manchester United PLC is an equal opportunities employer. Our policy is not to discriminate either directly or indirectly against employees or persons seeking employment on the grounds of ethnic origin, gender or disability. Full details of our equal opportunities policy are available from the Human Resources Manager. MANCHESTER UNITED CUSTOMER SERVICE The Club continued with the successful new procedures set up last year to deal with complaints. If a customer had a comment or complaint, it was dealt with in the first instance by the relevant department. Ken Ramsden, Assistant Secretary, had responsibility for overseeing the complaints procedures, and any complaints he received were acknowledged within 3 days and passed on to the relevant department. A full response was provided within 10 days. If the customer was still dissatisfied, the complaint was then passed back to Ken Ramsden to deal with. MONITORING Each department produced a monthly report of comments and complaints, and these were collated by staff in Ken Ramsden s office, who then produced a quarterly report for the F.A. Premier League. 241

249 Manchester United Club Charter Reports 2001/02 MANCHESTER UNITED 242

250 Customer Charter 2001/02 Middlesbrough 1 ACCESSIBILITY MIDDLESBROUGH FOOTBALL CLUB CUSTOMER CHARTER 1.1 The club continues to strive for wider access to matches by offering: A broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets At least 5% stadium capacity is available to non season ticket holders to purchase matchday tickets Concessions for supporters aged under 16 and over 65 are available at a reduction of up to 50% depending on location within the stadium Concessions are available for supporters aged under 16 and over 65 in every area of the stadium, both on a match by match and season ticket basis Concessions are available on season tickets for supporters aged 21 and under in the South West Upper and North West Upper stands The West Stand Lower is a designated family area and is recommended to any new supporters. We also have the McDonald's Family Enclosure. MIDDLESBROUGH Contact for disabled supporters is Simon Macdonald who can be contacted on his direct line (01642) If a match is abandoned after spectators are admitted to the ground, but before kick off, ticket holder are entitled to free admission to the re-arranged match. If a match is abandoned after kick off supporters are entitled to half price admission to the rearranged match on production of matchday ticket stub Season tickets are available by instalments via The Associates. 1.2 Tickets for cup competitions are priced in agreement with opposition, but no higher than league games and on occasions reduced. Tickets are allocated for sale first to Season Ticket Holders and then to the general public. 1.3 Refunds will only be considered if the ticket is returned to the Ticket Office no later than 24 hours prior to kick-off. No refunds are given after game commences. 2. AWAY SUPPORT 2.1 The Club s supporters are allocated tickets for away matches as follows:- Premium games offered to Red Book Holders one ticket per book with appropriate special match voucher. Any remaining tickets are offered to White Book Holders, again 243

251 Middlesbrough Customer Charter 2001/02 one ticket per book with appropriate special match voucher. Subject to availability, tickets will go on general sale with no voucher required. If there is a high allocation of tickets, all tickets will go on general sale with no voucher required. 2.2 Visiting supporters are charged the same price as home supporters and concessions (under 16/over 65) apply regardless whether the opposing club offers the same to MFC supporters. 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. LOYALTY AND MEMBERSHIP 3.1 The Club rewards the loyalty of Season Ticket holders through the following means: MIDDLESBROUGH Red Book holders are given priority booking for big away games when demand for tickets is expected to out-strip supply. On such occasions, Red Book holders are given priority booking over other Season Ticket holders, who in turn are given priority booking over non-season Ticket holders All Season Ticket holders receive a patron number prefixed with a letter which indicates how long they have been a Season Ticket holder. Should Middlesbrough qualify for a high profile cup tie such as a semi-final or final, tickets may be sold giving priority to those who have held Season Tickets the longest, using the letters prefixing patron numbers for guidance All Season Ticket holders receive a considerable cash saving over the course of the season, compared to supporters who purchase tickets on a match by match basis All Season Ticket holders are guaranteed the same seat for each F.A. Premier League home fixture All Season Ticket holders receive free entry to reserve team games at the BT Cellnet Riverside Stadium. 3.2 The Club runs a membership club called Boro Junior Lions for its supporters aged up to 16. Benefits of membership include: Free entry to reserve team games at the BT Cellnet Riverside Stadium Discounts on children s clothing and merchandise in the MFC Retail stores Entry into a regular draw to be the club s mascot at one of the club s home games The opportunity to attend football coaching courses and meetings with Middlesbrough first team players A variety of club merchandise. 244

252 Customer Charter 2001/02 Middlesbrough 4. CONSULTATION AND INFORMATION 4.1 The Club consults supporters on a regular basis through a variety of formats. These include monthly meetings between the Media & Communications Department and the Chairman and Secretary of the Official Supporters Club, regular attendance of Club Officials at Official Supporters Club Q&A meetings, a minimum of annual attendance of Club Officials at other Supporters Club Branches and active involvement in F.A. Premier League s Fans Survey and FA Supporters Panel. 4.2 The Club actively publicises its position on major policy issues in an easily digested format in the Club Programme, Official Club Magazine, official internet website, official television programme (Boro TV) and via press releases to the local and national media.the Official Club Magazine is mailed out to every Season Ticket holder five times a year. 4.3 The Club has and continues to develop ways to consult with sponsors, the local authority and other interest parties. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and reasons for the changes via the Club Programme, official internet website, Boro TV, Clubcall telephone line, advertising in the local media and via press releases to the local media. 4.5 The Club undertakes research on the design of its strip via supporters polls and consultation and discussion with the Official Supporters Club. Through its consultation process outlined in 4.1, it also regularly consults supporters about the number of new strips they feel should be introduced. MIDDLESBROUGH 5. COMMUNITY ACTIVITY 5.1 The Club plays a strong role in the local community which supports it and takes seriously its role at the heart of the community. 5.2 Through its Willie Maddren Education Centre, a wide range of school children are given the opportunity to attend "education through football" courses at the Club, focusing on the promotion of a healthy lifestyle. 5.3 Through its involvement with Middlesbrough Football Community Centre, the Club provides a wide range of football and further education courses at affordable prices to all members of the local community. 5.4 The Club actively supports the fundraising efforts of local charitable causes with the donation of a wide range of Club merchandise signed by the first team squad. 5.5 Each year the Club is committed to nominating a local "Chosen Charity" for special fundraising and publicity help for a full season. 5.6 The Club actively helps to promote and publicise local charitable causes and other good causes such as schools by arranging for players to attend publicity events. 245

253 Middlesbrough Customer Charter 2001/ The Club actively supports the community based efforts of other key organisations such as the Police, by arranging for players and Club Mascot, Roary the Lion, to attend community events. 5.8 The Club actively supports anti-racism causes through messages via its Club Programme, official website, matchday PA system, concourse TV system and press releases to the local and national media. It is further committed towards helping to stamp out racism by supporting other efforts in the community and taking a strong stance towards the use of racist language or behaviour in its stadium. 6. MERCHANDISE 6.1 Replica strips will continue to be changed on a seasonal basis through consultation with supporters groups with their continued involvement with design. 6.2 The Club attaches swing tickets with launch and sell by date. MIDDLESBROUGH 6.3 The Club carries out its obligations under the Premier League Rule Book to prevent price fixing in relation to the sale of replica kit. 6.4 The Club offers refunds on merchandise in accordance with its legal obligations. 6.5 MFC kit is only available through MFC Retail Outlets, MFC Official Website and MFC Official Mail Order Catalogue. 6.6 Details of the next intended change of kit are available from the Club Shop. 7. STAFF CONDUCT 7.1 The Club is accredited and certified by SGS Yarsley in quality control in accordance with ISO The Club has a Spectator Safety Policy. 7.3 The Club is represented on the Board of Kick Racism out of Football and fully supports its policies, aims and objectives. 7.4 The Club provides a wide range of facilities for disabled supporters and positively encourages our Disabled Supporters Association. 7.5 The Club has adopted an Equal Opportunities Policy which is included in our staff handbook. 7.6 We have a customer relations mission statement throughout the Company with the slogan: Under Promise/Over Deliver Our vision for 2000/01 is: Reward our People, Reward our Customers, Reward Ourselves 246

254 Customer Charter 2001/02 Middlesbrough 8. CUSTOMER SERVICE 8.1 The Club responds to any contact from a customer within a maximum of seven working days. 8.2 The Club responds to contact from customers by letter, facsimile, and/or telephone. If a customer requests a response in writing, they will always receive one. When it is considered appropriate, they will also receive a telephone call. 8.3 All contact from customers will be responded to either by members of the Club s Executive, Department Heads or, where it is considered appropriate, a member of the Club s Public Relations Department. 8.4 The Club actively encourages fans feedback, comments, views or complaints about the Club, its staff or activities, with a notice in the Club Programme informing supporters that they can write to the Club s Communications Manager, Mr Dave Allan, about any issues. MIDDLESBROUGH 247

255 Middlesbrough Customer Charter 2001/02 MIDDLESBROUGH 248

256 Club Charter Reports 2001/02 Middlesbrough MIDDLESBROUGH FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 Middlesbrough Football Club introduced its Customer Charter, in line with Premier League rules, in August 2000 and has proactively promoted its contents to the Club s supporters in a variety of formats over the past two years. The MFC Customer Charter has a permanent place on the Club s official website at The Charter has also been published on one or more occasions in the Club s Matchday Programme, the Club s official magazine Riverside Roar and the Middlesbrough FC Handbook. Every one of MFC s season ticket holders receives a copy of both Riverside Roar and the Middlesbrough FC Handbook. Copies of the report are also available by contacting the Club s Media & Communications Department on (01325) or [email protected]. The following report reflects our work in relation to our Customer Charter and to the agreed recommendations of the Football Task Force. TICKETING For the 2001/02 season, for the first time, price concessions of up to 40% were available for those aged under-16 or over-65 in all areas of the ground. A similar offer had previously been in place for all areas apart from the West Stand but this has now been extended to include the West Stand. MIDDLESBROUGH We also made season tickets available in the North West and South West corners at concessions of up to 40% to all year olds, regardless or whether they were in full-time education, unemployed or in full-time employment. This special pricing policy, introduced in response to requests from our fans, was designed to help our young supporters continue to attend our fixtures during a period of their lives where money is often tight. On three occasions during 2001/02 the Premier League fixtures against Ipswich Town, Liverpool and Tottenham Hotspur - our season ticket holders were given the opportunity to purchase two additional tickets for just 20. Up to 12,000 tickets were made available through this scheme. This special offer, for seats within the North West Upper and South West Upper corners, encouraged many members of the local community to attend the three fixtures who might not otherwise have done so. We had 22,000 season ticket holders during 2001/02, some 2,000 of whom took advantage of our instalments scheme. This allowed supporters to pay for their season ticket through 12 monthly instalments, with an APR of 28.9%. However, a new, more advantageous instalment scheme was introduced in May 2002 for the 2002/03 season tickets. Although they varied according to the competition and opposition, tickets for cup matches were priced to encourage supporters to attend games that have traditionally been poorly attended in the past. For instance, for the AXA-sponsored FA Cup quarter-final with Everton in March 2002, tickets were priced from for adults and from 10 for those aged under-16 or over-65. For all cup fixtures, tickets were made available to season ticket holders first before general sale. 249

257 Middlesbrough Club Charter Reports 2001/02 The Club often gave its longest serving season ticket holders the first option to purchase tickets for big away games. On occasions when demand was expected to outstrip supply, tickets were first made available only to Red Book holders (e.g. those supporters who have owned a season ticket since the summer of 1996). They were then made available to other season ticket holders (known as White Book holders) and then to the general public, subject to availability. However, on many occasions supply was such that tickets were made available to all supporters via general sale at the outset. During 2001/02 we continued to strive to increase accessibility to the Club, and decided upon additional ticket pricing schemes which will be introduced for the 2002/03 season. In keeping with our aim to offer a wide range of ticket prices, tickets purchased on a match-by-match basis for Premier League fixtures were priced between and 32 for adults and between just 8.50 and 32 for those aged under-16 or over-65. For each game, up to 10,000 tickets were available to non-season ticket holders, thus ensuring that individuals could attend games as and when they wished if they could not or did not want to purchase a season ticket. MIDDLESBROUGH For Premier League games, up to 3,000 tickets were made available to visiting Clubs for their supporters. Visiting supporters always paid the same price as home supporters in comparable accommodation. One first team match was postponed due to bad weather. Our home game against Fulham was originally due to be played on Saturday 22nd December 2001 and was rescheduled for Tuesday 19 February All tickets remained valid, and for supporters who could not attend on the rearranged date, refunds were offered on all match tickets up until 24 hours before the kick-off. ENCOURAGING FAMILIES Middlesbrough FC prides itself on the family atmosphere of the Riverside Stadium. For first team matches during the 2001/02 season, families were encouraged to purchase tickets for the South Stand or the West Stand Lower. Club mascot Roary the Lion and other entertainers concentrated much of their pre-match and half-time efforts on these areas to add to the spectacle for families and particularly children. We also encouraged young supporters to attend games through Family Fun Nights which were held around all reserve team games held at the Riverside Stadium. Launched in 1999, Family Fun Nights are aimed at opening up the Club to more family groups and particularly children. Supported by local branches of McDonald's and HMV, they have enjoyed substantial success, with crowds of up to 8,000 attending. Admission to Family Fun Nights was free to season ticket holders and members of the Boro Junior Lions, and just 1 for all others. Up to 1,000 free tickets per game were also distributed to the local community via the Middlesbrough Football Community Centre and local branches of McDonald's and HMV. Organised by the Club s Community section, the Family Fun Nights included pre-match and half-time entertainment, including football coaching, penalty shoot-outs and prize competitions on the pitch, thousands of give-aways, such as posters, football cards, chocolate bars and other goodies. DISABLED SUPPORTERS During 2001/02, Middlesbrough FC maintained its long-term and close working relationship with the Middlesbrough Disabled Supporters Association (MDSA). The MDSA was consulted by the Club about the disabled facilities before the Riverside Stadium was opened in 1995 and we have 250

258 Club Charter Reports 2001/02 Middlesbrough continued our close contact ever since, ensuring we remain aware of the ongoing requirements of our disabled supporters. During 2001/02, tickets for disabled supporters and their helpers were sold on a two for the price of one basis, with Ticket Office staff member Simon MacDonald acting as the Club s Disabled Liaison Officer for the sale of all tickets within the disabled enclosure. When purchasing tickets, wheelchair users were able to utilise the low-level counters within the main Ticket Office, which also has a loop microphone system for those with hearing difficulties. The Riverside Stadium had 60 wheelchair places at a raised level, whilst front row seats, of which there were 300, could also be utilised. A number of the wheelchair places were sold on a Season Ticket basis, whilst others were sold on a match-by-match basis. As with all seats within the stadium, the disabled enclosure was covered. Arrangements were made to ensure that stewards designated within the disabled enclosure had experience of dealing with the disabled supporters and many of them had received previous training. Supporters within the disabled enclosure were able to utilise the waiter-style service, which allowed them to order refreshments from the bars or kiosks without having to enter the busy concourses. Visually impaired supporters were allowed to purchase tickets for any area of the stadium allocated for home supporters. To enable them to enjoy the game, earphones were available free of charge from the stadium s main reception to enable the visually impaired to listen to Century FM s match commentary. As with other supporters with disabilities, a two for the price of one policy was in place for tickets for the visually impaired and their helpers. For the safety of all supporters, but of obvious relevance to the visually impaired, there were white markings on all steps around the stadium s stands. MIDDLESBROUGH As recommended by the Football Task Force, a large number of car parking spaces were available close to the stadium for the use of disabled supporters. Some of these were purchased for the full season, whilst a proportion were available on a match by match basis, via booking through the Ticket Office. The Ticket Office also ensured that a number of car parking spaces were available close to the stadium for visiting disabled supporters. For away games, members of the MDSA were able to utilise the Association s own mini-bus, which was donated to the MDSA thanks to the help of Middlesbrough Football Club and several local companies. The mini-bus was fitted with a fully operational wheelchair lift. Club staff, including the Disabled Liaison Officer and members of the Operations Department and Ticket Office, continued to hold regular meetings with MDSA, whilst MDSA Chairman, Paddy Cronnesberry, had a very close working relationship with the Ticket Office staff to ensure the needs of disabled supporters were being catered for. During the summer of 2002, we followed Football Task Force recommendations with the launch of [email protected], a new address exclusive to supporters with disabilities who have queries on any MFC issues. To ensure the Club remained aware of its future responsibilities, during the 2001/02 season the Disabled Liaison Officer and Commercial Manager attended a Premier League seminar regarding the Disability Discrimination Act. To meet Football Task Force recommendations, the Club also made arrangements to install a Mini Com system into the ticket office to aid those with hearing difficulties. This system is due to be in place by the start of October

259 Middlesbrough Club Charter Reports 2001/02 LOYALTY AND MEMBERSHIP As a loyalty reward to the Club s longest serving season ticket holders, known as Red Book holders, the Club gave priority booking for big away games when demand for tickets was expected to out-strip supply. On such occasions, Red Book holders were given priority booking over other season ticket holders, who in turn were given priority booking over non-season ticket holders. All season ticket holders receive a patron number prefixed with a letter which indicated how long they have been a season ticket holder. Should Middlesbrough qualify for a high profile cup tie such as a semi-final or final in future years, tickets may be sold giving priority to those who have held season tickets the longest, using the letters prefixing patron numbers for guidance. During 2001/02, all season ticket holders (both Red Book and White Book holders) also received the following loyalty benefits: MIDDLESBROUGH A saving of up to 40 over the course of the season, compared to supporters who purchased each ticket on a match by match basis. The same seat guaranteed for each Premier League home fixture. The same seat guaranteed for the majority of home cup ties should they wish. Five copies of the Club s official magazine, Riverside Roar (valued at 3 each), mailed to their homes. A copy of the MFC Official Handbook , a 196-page book, providing detailed information about Middlesbrough FC. (valued at 10). Free admission to Family Fun Nights at the Riverside Stadium. The opportunity to purchase two additional tickets for just 20 for the Premier League fixtures against Ipswich Town,Tottenham Hotspur and Liverpool. Opportunity to take advantage of a 50% discount offer on all items in stock at our MFC Retail stores, exclusive to season ticket holders. In May 2002, we announced that 2002/03 season ticket holders would be offered further benefits, as requested by supporters. These include 20% discount on our usual prices for celebration parties, wedding receptions and Sunday lunches at Middlesbrough FC, discount on guided tours of the Riverside Stadium and 5 discount on annual subscription to the Matchday Programme. To further encourage the involvement of young supporters, the Club set up Boro Junior Lions, a new Club for young Middlesbrough supporters. For a seasonal membership, members received a variety of exclusive gifts together with birthday and Christmas cards from Club mascot Roary and the Football Club. Members also received free entry to Family Fun Nights and 20% off merchandise within the MFC Retail stores. CONSULTATION We have a policy of consulting supporters before making decisions on major issues which affect them. Further, we are committed to informing them about the details of and reasons for our policies which may affect them. Our consultation process is carried out both through small gatherings of supporters and, where it is felt necessary, via polls or surveys involving many thousands of supporters. There were several examples of these different consultation processes during 2001/

260 Club Charter Reports 2001/02 Middlesbrough Our annual F.A. Premier League Supporters Panel was held at the Riverside Stadium in January This was the eighth successive season the Club, in conjunction with the Premier League, had hosted a Panel meeting to seek the views of its supporters on a variety of topics relating to the Club and the game in general. This year the Club consulted supporters over: Considerations when deciding whether or not to renew season tickets. The Club s "two for 20" ticket offer to help fill the stadium for a match against Ipswich Town. Reduced prices on season tickets for supporters aged 21 or under. The way the Club communicates with supporters. The football Club wrote to a randomly selected cross-section of supporters to invite them to take part in the Supporters Panel meeting. The final panel of 12 was chosen to ensure the participants represented the Club s supporter base in terms of age, sex and location of their regular seat in the ground. A full report on the meeting was produced, which was circulated around the Club. Feedback given by the Supporters Panel influenced the Club in several ways. The views of the panel that season ticket prices were high enough gave further support to the Club s view that season ticket prices should not be increased for the 2002/03 season. As outlined by a number of fans in letters to the Club, some panel members felt the Club s offer for season ticket holders to purchase two additional tickets for 20 for the game versus Ipswich Town had a downside, as it meant non-season ticket holders were watching the game for a cheaper price than they had paid pro-rata for their season ticket. It was subsequently decided by the Club to limit the number of times such offers were made available during the remainder of the 2001/02 season. Members of the panel also felt that season ticket holders should receive further benefits as a reward for their loyalty. The Club subsequently introduced a number of additional benefits for 2002/03 season ticket holders (see Loyalty and Membership below). MIDDLESBROUGH Senior Club officials attended various supporter meetings including the main Middlesbrough Supporters Club, Middlesbrough Supporters South and the Sedgefieldbased Supporters Club. At the meetings, the officials took part in open question and answer sessions, responding to a wide range of Club issues. These included: The Chairman attended a meeting of almost 200 members of Middlesbrough Supporters Club, where he answered questions on season ticket prices, falling attendances, the Club s transfer policy and finances, and his thoughts on the Club s future. The Chairman attended a meeting of around 100 members of the Sedgefield Supporters Club, where he discussed similar topics to the meeting mentioned above. The Commercial Manager took part in Question and Answer (Q&A) sessions with both Middlesbrough Supporters Club and Sedgefield Supporters Club, discussing such issues as the Club s merchandising policy, kit manufacturers, kit design, availability and distribution, season ticket prices, schemes to boost match by match ticket sales, travel to away fixtures and matchday entertainment. 253

261 Middlesbrough Club Charter Reports 2001/02 The Media & Communications Manager took part in Q&A sessions with the same two supporters Clubs, answering questions on the Club s communications with fans, media policy, matchday atmosphere and website development. In January 2002, the Team Manager took part in a Q&A session with over 300 members of Middlesbrough Supporters South at a meeting in London. He answered questions on the Club s transfer policy, team and tactics and ambitions. The Assistant Manager attended a meeting of Sedgefield Supporters Club, discussing similar topics to those listed above. In May 2002, via the Club s official website, the Commercial Manager and Media & Communications Manager invited questions from supporters. They provided detailed answers on many of the subjects they had discussed at supporters meetings, together with other topics as diverse as stadium development, concourse food quality, ticket concessions, sponsors and smoking policy. The supporters questions and the answers from the Club were published on the Club s official website for all supporters to read. MIDDLESBROUGH For the fourth successive year, the Club s supporters were consulted on the design of the new change strip. The Club s Media & Communications Department conducted a poll among supporters giving them the opportunity to choose their favourite from four different strip designs. The poll was promoted on the Club s official website, in the Matchday Programme and in the local media. Voting took place via the Club s official website, via SMS mobile telephone texting and via voting cards available form the MFC retail stores, ticket office and stadium reception. Over 2,000 supporters took part in the poll, with 40% choosing the winning design, which is now the Club s new change strip. In March 2002, the Club conducted a poll among 16,000 of its longest serving season ticket holders, known as Red Book holders, asking them if they thought other season ticket holders (White Book holders) should eventually be able to upgrade to Red Book status after a certain number of years. (Red Book holders are our longest serving season ticket holders and have priority over White Book holders for tickets for the more popular away games). This poll was conducted as a result of a considerable number of letters from White Book holders asking why they could not upgrade to Red Book status. Since 1997, Club policy had been that White Book holders could not upgrade to Red Book status no matter how long they were season ticket holders. This was, however, clearly an issue affecting a large number of supporters so the Club decided to ask the Red Book holders for their view. The Club sent voting forms to the homes of all 16,000 Red Book holders asking them if they (a) felt White Book holders should become Red Book holders after a certain number of consecutive years as a White Book holder, and (b) if so, if they believed White Book holders should become Red Book holders after three or five years. 4,820 Red Book holders returned completed voting cards, with 81% voting for White Book holders to be able to upgrade to Red Book status. Of these, 62% voted that this should be after three years. As a consequence of the result of this poll, the Club amended its Red Book policy and, for the start of the 2002/03 season, allowed White Book holders to upgrade to Red Book status after three consecutive years as a season ticket holder. During the summer of 2001, we conducted a survey on the Club s smoking policy among our season ticket holders. All season ticket holders were mailed voting cards, asking them to select their preferred option for the Club s future smoking policy from the following: 254

262 Club Charter Reports 2001/02 Middlesbrough no restrictions on smoking; no smoking allowed throughout the stadium; smoking only allowed in the concourses; smoking only allowed in seating areas. A total of 4,214 season ticket holders returned completed voting cards. However, none of the options received more than 50% of the votes from the following results: 9.9% voted for no restrictions on smoking 45% voted for no smoking allowed 39.4% voted for smoking only in concourses 5.7% voted for smoking only in seated areas The split result meant that we decided to make no changes to the existing smoking policy allowing fans to smoke in the stadium concourses but not in the seating areas, as it was felt that it would not be right to change the policy against the feelings of the majority. Middlesbrough Football Club responded to feedback from its supporters by reducing prices for its home games in the AXA-sponsored FA Cup during 2002/03. We received a number of s, letters and telephone calls from supporters regarding ticket prices for our FA Cup fourth round tie with Manchester United on Saturday 26 January. Although prices were the same as the match tickets for our F.A. Premier League fixture with Manchester United on Saturday 15 December, many season ticket holders felt the prices were excessive. We replied to all contact from supporters, promising to take their views into account for any future home Cup-ties. We consequently reduced ticket prices for our fifth round tie against Blackburn Rovers and our quarter-final tie with Everton. Adult tickets for these ties were priced from 15 to 22, with concessions priced from 8. This compared to the Manchester United tie, where adult tickets were priced between 22 and 32, with concessions priced from 14. MIDDLESBROUGH In 2001/02, we maintained our policy of communicating with our fans on an array of topics via a variety of communication tools. Whether it was team news or issues directly affecting all supporters, we tried to make information easily accessible to supporters. Examples of communication tools utilised by MFC during 2001/02: Via the official website, Riverside Roar magazine, Matchday Programme, Riverside TV and PA announcements we actively encouraged supporters to provide feedback on the Club, our activities and staff, either by post, or telephone. INFORMATION Club information was provided to supporters through the following media: Riverside Roar, the official MFC magazine. Over the course of the season, five issues of this 48-page publication were mailed to the homes of each season ticket holder as part of their season ticket package. The MFC Matchday Programme, a 60-page publication available to purchase in and around the stadium at each of our first team home fixtures. The Club s official website at A weekly newsletter, relating to the official website, sent to 25,000 subscribers. 255

263 Middlesbrough Club Charter Reports 2001/02 Boro TV, the official television station of Middlesbrough FC, run in conjunction with NTL and available five nights a week in over 100,000 homes throughout Teesside and Darlington. Riverside TV, our matchday television programme, screened on TV sets throughout the stadium concourses and restaurants for over three hours at each first team home fixture. Public Address announcements around the Riverside Stadium at home fixtures. Press statements and press releases to the local and national media, particularly the Middlesbrough Evening Gazette and two local radio stations, Century fm and BBC Radio Cleveland, both of which enjoy official relationships with the Club. Ticket news appeared in advertisement format on the back page of the Middlesbrough Evening Gazette each Thursday. WORKING IN THE LOCAL COMMUNITY MIDDLESBROUGH Middlesbrough FC takes a very active role at the heart of the Teesside community. As a flagship for Teesside, the Club has a position of responsibility and seeks to put something tangible back into the community that supports it so well. During the 2001/02 season, we continued to invest our time and energy into a wide range of community initiatives, some of which are outlined below. MIDDLESBROUGH FOOTBALL COMMUNITY PROJECT Middlesbrough Football Community Project aims to enrich the lives of local people by providing access to first class educational and recreational activities. With two purpose-built centres, the project is designed to encourage the whole family to get involved in the range of structured programmes available. Middlesbrough Football Club is the major partner in the Project. Other key partners include Tees Health Authority, Excellence in Cities, Health Action Zone, Barclaycard and Coca-Cola. In 2001/02, Middlesbrough FC provided Middlesbrough Football Community Project with funding of 250,000, whilst the permanent use of the Riverside including the three classrooms, represented thousands of pounds more in terms of support in kind. There are three areas of activity for the Community Project the Willie Maddren Centre, Middlesbrough Football Community Centre and Football in the Community Outreach all of which are outlined in more detail below. The Project employs a full-time Director of Community Project, who is in charge of a team of full and part-time staff. Employed at the Willie Maddren Centre are an Education Co-ordinator, Health Promoter, Assistant Health Promoter, three Project Workers and an Office Clerk. Employed at the Football Community Centre are a Centre Manager, Assistant Centre Manager, Duty Officer, Administration Manager,Activities Manager, Coaching Development Officer and Receptionist. WILLIE MADDREN CENTRE Based within the East Stand of the Riverside Stadium, the Willie Maddren Centre boasts three large, purpose-built and fully equipped classrooms including a state-of-the-art computer suite. Named in honour of the late Willie Maddren, a former Middlesbrough player and manager, the Centre opened in

264 Club Charter Reports 2001/02 Middlesbrough Activity at the Willie Maddren Centre focuses on a tailor-made, two-day education through football course which has benefited many thousands of schoolchildren in its first five years. In the knowledge that the football stadium is an ideal location to inspire pupils, staff teach a range of National Curriculum subjects with a football theme, with first team players and Club staff playing an active role in each course. The key areas of the course are: Literacy, numeracy and information technology, with pupils encouraged to express their ideas through role-play, team games and problem-solving exercises. Good citizenship and addressing issues such as racism and sexism. Working in partnership with Tees Health Authority, placing great emphasis on the need for young people to adopt a healthy lifestyle, stressing the importance of a balanced diet using Middlesbrough footballers as role models. Alcohol awareness and the dangers of smoking and drugs. Football coaching sessions under the guidance of coaches with Football Association qualifications. During 2001/02, these courses were delivered to almost 3,400 children from 75 schools throughout the north-east of England and included almost every school in the Teesside catchment area. The children were evaluated at the start of the course and re-evaluated at the end. These evaluations showed that the health knowledge of children increased by approximately 20% during the course. Knowledge learned during the two-day course was then backed up during a 10-week follow-up programme in which MFC teaching staff visited the children at their schools. MIDDLESBROUGH The course continued to be hugely popular with children and teachers, with the effect that sessions are booked up a year in advance. Many schools now book the MFC experience into their curriculum. During the 2001/02 football season, the Willie Maddren Centre hosted a further 2,100 children of all age ranges on a variety of different educational courses. These included tailored courses on fun and fitness and citizenship. The centre also catered for adults, running training and skills programmes for the unemployed and those with special needs. In August 2001, Middlesbrough Football Community Project was awarded the BT Prize for Innovative Lifelong Learning. The 75,000 award funded a partnership project with Stockton & Billingham College which aimed to improve job opportunities for local people. The course was free for local people to join and was based at Middlesbrough Football Community Centre. In August 2001, annual funding of 35,000 was secured to allow an extensive outreach programme (again focusing on numeracy, literacy and citizenship) to run in 13 primary schools in Redcar & Cleveland. 257

265 Middlesbrough Club Charter Reports 2001/02 MIDDLESBROUGH FOOTBALL COMMUNITY CENTRE Based in the Eston area of Middlesbrough, on the site of the old Eston baths, Middlesbrough Football Community Centre represents the football Club s vision to enrich the lives of people within our community which, in turn, will create a positive profile of the area. The Centre is a showcase for what a partnership approach can achieve, with Teesside University, Stockton & Billingham College, Learning Skills Council and many local schools working in partnership on a variety of projects. The Centre, which is also supported by Redcar & Cleveland Council and Grangetown Single Regeneration Partnership, opened in January 2000 and was officially opened by the then Minister for Sport Kate Hoey in May the same year. The Centre celebrated its second anniversary during the 2001/02 season when it also welcomed its 200,000th visitor. The Eston building includes a state-of-the-art indoor and outdoor football complex, supported by a sports injury clinic and two fully equipped classrooms. The 2001/02 season saw a continued increase in the number of family members using the facilities on a regular basis. MIDDLESBROUGH During 2001/02, local people utilised the Centre to participate in a wide range of activities including football coaching (for school groups and individuals, including girls-only coaching), sixa-side football leagues, sports injury treatment, birthday parties and educational courses including computer literacy and creative writing. In May 2002, Middlesbrough Football Community Project joined forces with North Riding County FA to launch a new girls Centre of Excellence at the Centre. BT FOOTBALL FIRST The BT Football First Project launched in November 2001 uses football as a learning tool to raise basic skill levels, IT skills an health and fitness of young unemployed adults. The Project - a partnership between Middlesbrough FC, BT, Stockton & Billingham College and the Neighbourhood Renewal Fund is based at Middlesbrough Football Community Centre in Eston where facilities include four full-sized Astroturf pitches and numerous grass pitches. For adults who enrol on the course a whole host of worthwhile benefits are included. Football is built into the programme with the chance for students to gain a Sports Leader Award. There is an opportunity to develop a personal fitness portfolio with pre and post course testing available to establish improvements and they can also improve their lifestyle using Premiership players' diet routines. The course provides learners with a genuine chance to learn real skills and obtain qualifications that they can use to increase their chances of gaining employment. FOOTBALL IN THE COMMUNITY OUTREACH Middlesbrough Football Community Project has developed a highly successful outreach element, providing first class football coaching to boys and girls of all abilities between the ages of 9 and 14. The scheme offers a wide range of football coaching for schools and organised groups, afterschool coaching and holiday courses throughout the Teesside area. 258

266 Club Charter Reports 2001/02 Middlesbrough THE MFC ENTERPRISE ACADEMY In 2002, details of the new MFC Enterprise Academy were released. The three-year project, which is currently at a developmental stage, will be run by Middlesbrough Football Club in conjunction with Middlesbrough and Stockton borough councils. Based at the Willie Maddren Centre, the Enterprise Academy is designed to introduce year olds throughout the region to business and enterprise. As part of the Tees Valley Regeneration Programme, it will attract up to 1.9 million in government funding. Pilot programmes, initially concentrating on Middlesbrough and Stockton, are due to start in December 2002 with students eventually working towards nationally accredited qualifications. The sessions will provide participants with specialist business and enterprise knowledge, improve their self-confidence and communication skills and help give them a better idea of what they might want to do as a career. Partners in the MFC Enterprise Academy include the University of Teesside, the Prince s Trust, the Learning & Skills Council, Business Link, Learn 2 Work and Middlesbrough New Deal for Communities. STUDY SUPPORT CENTRE The MFC Study Support Centre, based within the Willie Maddren Centre at the Riverside, is a partnership between Middlesbrough FC and the Government. It is where primary and secondary school pupils, mainly at Key Stages 2 and 3 (aged 10-14), can learn after school and in the holidays. Research on both homework and study support in particular has shown that good quality study support opportunities provide an excellent means of raising standards and improving motivation levels. MIDDLESBROUGH The MFC Study Support Centre is primarily an after-school provision (Playing for Success) where young people can learn, through the powerful medium of football, in a comfortable and stimulating environment. During 2001/02, 16 primary schools and 8 secondary schools from the Teesside area took part in Playing for Success courses at the Study Support Centre, involving a total of over 600 pupils. Additional educational courses run by the Study Support Centre involved a further 14 schools and more than 300 more pupils. Highlights for the Study Support Centre during 2001/02 included the opening of a newly refurbished computer suite by Middlesbrough manager Steve McClaren, a 'Boro Boys into Writing' initiative, with 'lads and dads' taking part in a two-day course to develop their literacy, ICT and artistic skills, a Library Link course in partnership with Middlesbrough Primary Link aimed at encouraging Year 3 children to read more, and a Healthy Eating course in partnership with Middlesbrough Borough Council s and MFC s Catering Department designed to promote healthy eating to children. CHARITABLE DONATIONS Middlesbrough Football Club s charities policy is to primarily support good causes in and around the Teesside region. We lend our support to local causes by helping to raise their profile via community appearances by first team players and through the donation of signed items of MFC merchandise. 259

267 Middlesbrough Club Charter Reports 2001/02 During 2001/02, we donated hundreds of signed MFC items including shirts, footballs, books, videos and pennants to hundreds of causes from local branches of national charities to local schools and needy individuals. These items were used by the organisations for fund-raising activities. We asked for all applications for donations to be put in writing for them to be considered. Those causes to have benefited from donations during 2001/02 included Teesside Hospice, Butterwick Hospice, many local junior football Clubs and the local fund-raising efforts of such national charities as NHS Trust, Marie Curie Cancer Care, Macmillan Nurses and BBC Children in Need. Roary s Children s Charity Fund, a charity run by the football Club for local children s causes, purchased a number of items for local children and organisations. During 2001/02, the fund donated 500 to Holmwood School in Middlesbrough to help replace stolen playground equipment, 100 to Norton School in Stockton towards their mini-bus appeal and 200 towards Goldsborough Primary School, near Harrogate, for play equipment. MIDDLESBROUGH Other charitable work by the club during 2001/02 included supporting the Teesside Hospice 'Sunflower Chain' challenge, which encouraged local schoolchildren to buy 10,000 sweets, boosting the fund-raising efforts of the hospice.we also helped launch the 100% Club, a scheme run by Stockton Council and Social Services to encourage better attendance at schools in Stockton. One pupil who achieved 100% attendance at her school was invited on to the first team photo-call in August 2002 and will be a mascot at one of Middlesbrough's home games during the 2002/03 season. For the eighth successive year, the Club organised Roary s Christmas Toy Appeal for children spending the festive period in hospital. The Club and the supporters, together with several local companies, donated small toys and selection boxes to the appeal. The MFC first team squad then visited the children s wards at James Cook University Hospital and North Tees Hospital, together with Butterwick Children s Hospice, to donate the gifts to delighted children. For 2002/03, the Club has made Teesside Hospice, in Middlesbrough, its official chosen charity.as such, we aim to help raise the profile and raise funds for the hospice.we will provide Teesside Hospice with fund-raising items, arrange for Middlesbrough players to attend functions and help publicise their fund-raising events. PLAYERS IN THE COMMUNITY Middlesbrough FC is well aware of the impact and influence it can have in the local community. Throughout 2001/02 the Club continued to strive to use the profile of MFC, its management and players to support local causes. All members of the first team squad are expected to make community appearances. To ensure a fair distribution of the community workload between members of the playing staff, the Club s Community Liaison Officer runs a rota system. All requests for players are processed through the Community Liaison Officer who co-ordinates any appearances by the first team squad and team management. During 2001/02, members of the first team squad made many appearances in the local community. The vast majority of two-day courses at the Club s Willie Maddren Centre included a 20-minute Question and Answer session with a Middlesbrough player (except where fixtures or training schedules did not allow). Q&A sessions at the Centre are seen as an ideal method of encouraging and developing the skills of young players in the field of community work and many of the Club s Academy players visited the Centre during the season. Members of staff, 260

268 Club Charter Reports 2001/02 Middlesbrough including department heads, also gave up time to attend the Willie Maddren Centre and take part in Q&A sessions with children. In addition, the Club s official mascot Roary the Lion made more than 100 appearances in the local community during 2001/02, supporting a wide array of causes, helping them to gain much needed publicity. ELIMINATING RACISM KICK IT OUT During the 2001/02 season, we worked closely with Kick It Out in the fight against racism. In October 2001, we gave our strong support to national anti-racism week, giving out magazines, fanzines, stickers and badges to fans attending Middlesbrough s first team home fixture with Sunderland. Before the match, mascots from both Clubs wore anti-racism T-shirts and displayed a banner with the message Let s kick racism out of football. In the days leading up to the game, Middlesbrough s first team squad posed for publicity photographs in anti-racism T-shirts, whilst the Club issued a press release setting out its stance against racism with quotes from defender Gareth Southgate. We also displayed advertising boards with the message Let s Kick Racism out of Football around the Riverside Stadium throughout the season. SHOW RACISM THE RED CARD The football Club continued its support for the campaign to rid football of racism. On the day of the first team squad s pre-season photo-call in August 2001, we joined forces with the antiracism organisation, Show Racism the Red Card, arranging for the players to pose with antiracism banners. Posters of these photographs were distributed free throughout Teesside, including 5,000 given out to children attending Middlesbrough Football Community Centre and the Willie Maddren Centre. MIDDLESBROUGH DEALING WITH RACIST BEHAVIOUR The Club s ground regulations recognise racist behaviour as a distinct offence. It is a condition for season ticket holders that they do not take part in racist or other forms of offensive behaviour. These regulations were posted on the walls at all entrances to the Riverside Stadium, whilst they were also mailed out with all season ticket renewal forms, in both May 2001 and May To combat racist behaviour, the Club made announcements warning against such behaviour and actions the Club might take against such behaviour via the stadium PA system, Riverside TV (on the stadium concourses), Boro TV, the matchday programme and through the official website. We have developed a common strategy between stewards and the Police for dealing with abusive behaviour of all kinds. Stewards look and listen for abusive behaviour and language, whilst supporters are encouraged to report details of such incidents in confidence to the Club. On receiving a report of an individual or individuals using abusive behaviour, the person(s) in question will be monitored by a steward. If the behaviour is repeated then a warning is given that should such behaviour be repeated the offender will be ejected from the stadium and risk having their season ticket revoked without refund. In serious cases, details will also be passed on to the Police to consider further action. 261

269 Middlesbrough Club Charter Reports 2001/02 MERCHANDISE Middlesbrough Football Club changes both its home and away replica strips each season. The Club s home strip for the 2001/02 season was launched in May 2001 and remained the home strip until the end of 2001/02 A new home strip was launched in August 2002 and will remain the Club s home strip until May The away/change strip for 2001/02 was launched in July 2001 and remained the away/change strip until the summer of A new away/change strip was launched in September We publicised the launch of both new strips and stated within our Customer Charter that we would change both replica strips each season. Whilst aware of the recommendations of the Football Task Force for replica strips to be changed every two years, we regularly consult our supporters over this policy at meetings of the various supporters Clubs. These consultations have supported our belief that the majority of fans are in favour of the policy. Indeed, many supporters believe the launch of two new kits is a tradition that they would be disappointed to lose. In support of this belief, we did not receive one single letter of complaint about this issue during the 2001/02 season. As recommended by the Football Task Force, swing tickets indicating the "use by" dates of both new strips are attached to all shirts in the MFC Retail stores. MIDDLESBROUGH Middlesbrough s replica strips of shirt, shorts and socks for both adults and children have been among the cheapest in the F.A. Premier League for several years. A new boxed baby kit was also introduced at the price of 25 in 2001/02. In 2002/03, prices of all new strips will remain the same for a third successive season. STAFF CONDUCT EQUAL OPPORTUNITIES Middlesbrough Football Club is an equal opportunities employer. As such, it is committed to providing equal treatment to all employees and applicants. It requires all employees, of whatever grade or authority, to abide by and adhere to this general principle. The Club management has primary responsibility for ensuring that this principle applies to recruitment, training, promotion, dismissal, transfer and all other benefits, terms and conditions of employment. All employees have a duty to apply this principle in practice by ensuring that they do not discriminate in the course of their employment against fellow employees, customers, suppliers or members of the public. CUSTOMER SERVICES: REPORTING AND MONITORING When customers contacted us with feedback or complaints, they were directed either to the manager of whichever department their comments referred to or to the Media & Communications Department who responded in writing and/or, where appropriate, by telephone, having first consulted with the manager of the relevant department. We aimed to respond to all letters within a maximum of seven working days, with an initial letter of acknowledgement sent out by return. Each department was responsible for the recording of all customer comments. Details of complaints against our Charter were forwarded to the Media & Communications Manager on a quarterly basis for forwarding to the Premier League. Details of repeated complaints were discussed at weekly and monthly meetings of the various department heads and action was taken where it was felt appropriate. 262

270 Club Charter Reports 2001/02 Middlesbrough The Media & Communications Department recorded and monitored all supporters letters and s. During 2001/02, 76% of letters and s were responded to within seven working days. Where a full response was not possible within seven working days, a letter of acknowledgement was sent. On eight occasions during 2002/03 neither a full response nor a letter of acknowledgement was sent within seven working days. We have a commitment to improve these figures during the 2002/03 season. MIDDLESBROUGH 263

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272 Customer Charter 2001/02 Newcastle United INTRODUCTION NEWCASTLE UNITED FOOTBALL CLUB CUSTOMER CHARTER Welcome to the Newcastle United Customer Charter for season 2001/2002. As a Club we are committed to developing a meaningful relationship with our customers and the following is a statement and reaffirmation of our dedication to this cause. ACCESSIBILITY The Club continues to strive for wider access to matches by offering: a broad range of ticket prices and hospitality packages, thus ensuring the needs of all our customers are met by the provision of choice; at least 5% of tickets for each F.A. Premier League home game to non-season ticket holders; concessions for junior supporters (under the age of 16 as at 1 August 2001); concessions for senior citizens (over the age of 65 as at 1 August 2001); an area of the ground for the exclusive use of family groups and junior supporters; assistance for disabled supporters and their carers. Jan Brien can be contacted in respect of ticket availability and David Pattison can provide advice and information connected to facilities; Jan Brien David Pattison free or reduced admission to replays of abandoned F.A. Premier League games. If such a match is abandoned after spectators are admitted to the ground, but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a F.A. Premier League match is abandoned after kick-off, spectators are entitled to half-price admission to the rearranged match; a method of funding season ticket purchase by instalments at a competitive rate of interest (subject to status); reduced prices for restricted view seats. The Club has a broad range of ticket prices for Cup Competitions (full details available from our ticket office on telephone number ) and tickets are reserved for current season ticket holders in the first instance, then subject to availability, members of the Club United scheme and the general public are invited to apply. Refund in respect of a season ticket - the Club offers a full refund upon cancellation of a season ticket prior to commencement of the season (or pro-rata refund during the playing season) in exceptional circumstances only and such requests are considered on an individual basis. Refund for a matchday ticket will be given in exceptional circumstances only and such requests are considered on an individual basis. NEWCASTLE UNITED 265

273 Newcastle United Customer Charter 2001/02 AWAY SUPPORT The Club distributes tickets for away F.A. Premier League fixtures on a loyalty basis - i.e. applications may be tracked and used as a means of allocating tickets for in-demand games. Any remaining tickets are offered to the general public.the home club determines the cost of these tickets for F.A. Premier League matches. The Club does not charge admission to fans of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular concessionary rates offered to junior supporters and senior citizens apply to fans of a visiting club. The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. LOYALTY AND MEMBERSHIP The Club is not currently promoting membership of any bond schemes.two membership schemes are, however, inviting applications and details of these may be obtained either by visiting our web site or telephoning: Club United or Young Supporters or CONSULTATION AND INFORMATION NEWCASTLE UNITED The Club continues to develop ways to consult with its supporters on a regular basis - by means of forums, questionnaires and focus groups.the Club participates in the F.A. Premier League annual fans survey and supporter panels. The Club publicises its position on major policy issues in the Club magazine, matchday programmes and mailings. The Club continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties. The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. COMMUNITY ACTIVITY The Club has and continues to develop ways of supporting the local community through joint sponsorship of the Football in the Community and Learning Centre activities currently based at St James' Park. Information can be obtained by telephoning: Football in the Community Learning Centre In addition, the Club currently makes a financial contribution to the City of Newcastle upon Tyne's Football Development Scheme and sponsors the Education Welfare Service initiative "100% Attendance" scheme which promotes the value of regular school attendance. 266

274 Customer Charter 2001/02 Newcastle United MERCHANDISE The Club undertakes research on the design and number of new strips in conjunction with its manufacturers. The Club's home replica strip design has a minimum lifespan of two seasons and the change replica strip design has a minimum lifespan of one season. Swing tickets are attached to replica strips indicating the lifespan of the shirt. Details of the next intended change of strips are available from the Club's official retail outlets as soon as this information is available. The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip. The Club offers refunds on merchandise purchased at its official retail outlets in accordance with its legal obligations. STAFF CONDUCT The Club does not permit discrimination against any individual or group on the basis of age, sex, religion, race, nationality or disability; nor does it permit harassment of individuals. The Club aims to become and remain the winning team on and off the pitch and is committed to developing and maintaining a lasting relationship with its customers. CUSTOMER SERVICE The Club aims to respond to any contact from a customer within a maximum of fourteen days. The Club's preferred method of response to enquiries is by telephone during office hours and if at all possible customers are therefore requested to supply a suitable telephone number on all correspondence, s and faxes. The Club encourages customers to contact the department relevant to their query in the first instance, however, Judy Waitt - reporting directly to the Chief Operating Officer - has overall responsibility for co-ordination of customer services and the Club encourages anyone who has an unresolved problem to refer the matter to our customer services team by: [email protected]; telephone or writing to the address below. Additional copies of this Customer Charter are available throughout the following distribution points: our official website at our official retail outlets; St James' Park reception areas or upon request from our customer service team at the address below. NEWCASTLE UNITED 267

275 Newcastle United Customer Charter 2001/02 NEWCASTLE UNITED 268

276 Club Charter Reports 2001/02 Newcastle United NEWCASTLE UNITED FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report presents the work that we have done during season 2001/02 in relation to our Customer Charter and to the Football Task Force Recommendations of Our Charter was available as a leaflet from all reception and retail points at the stadium, all retail outlets operated by the Club, and on our website. ACCESSIBILITY As part of our programme of increasing accessibility, our top price tickets were reduced this season. Our prices ranged from 18 to 45 for adults and 7 to 16 for children, and 5% of seats for each match were made available to non-season ticket holders. The Club introduced senior citizen concessions of 15% to both men and women (aged 65 and over) throughout all seating areas (with the exception of corporate packages). Concessions of between 50% and 60% were made available to children and disabled people. A 15% reduction was offered on seats with a restricted view (as defined by local authority guidelines). Supporters were offered the option of paying for their season ticket by instalments through a loan deal negotiated with Northern Rock at an interest rate of APR of 8.1% - representing an improvement on last year s rate of 8.8% APR. No matches were abandoned or postponed. Cup Matches For our Worthington Cup tie against Brentford, we reduced prices to 15 for adults and 5 for juniors and senior citizens. Family enclosure prices were 12 for adults, 5 for juveniles. FA Cup Matches Tickets were priced at 20 for adults ( 12 in the family enclosure), 10 for juniors ( 5 in the family enclosure) and 10 for senior citizens. NEWCASTLE UNITED Our Family Enclosure holds 782 people and is located in the Sir John Hall Stand level 6. Facilities on offer include 6 play stations, 1 Speedgoal machine, face-painting and a refreshment kiosk. As part of our on-going programme to develop relations within the community, tickets for Reserves and Youth Cup matches were distributed free of charge to the local community. Free tickets were given to schools, junior football clubs and other youth organisations thus presenting more youngsters with the opportunity to visit St. James Park. Boys from a local youth football team/boys club were also used at Reserve games to act as ballboys. The Club undertook a full evaluation of the prices structure throughout all areas, which took into account the facilities available and the feedback we had from supporters. As a result of this, season ticket prices were frozen and the prices for 'Bar 1892' and the 'Sports Bar' were reduced. The re-evaluation of our sports bars led to reductions in the prices of season and matchday tickets, making these areas more accessible to a greater number of people and ensuring that the needs of our customers were met by the provision of increased choice and accessibility. 269

277 Newcastle United Club Charter Reports 2001/02 DISABLED SUPPORTERS The Club s named contacts for disabled supporters are Jan Brien (for ticketing) and Dave Pattison (for facilities). Ticketing and Seating Including carers, we had 283 disabled season ticket holders, some in wheelchairs, some not. We had 176 wheelchair spaces, and 140 disabled seats for ambulant disabled supporters. Matchday tickets were also available. Tickets were sold through the ticket office at the discounted rate of 9. Wheelchair/carer packages were available at a cost of 18, 23, 26 or 30, dependent upon seat location. After consultation with our disabled supporters, we ensured that when we rebuilt areas of the ground supporters in wheelchairs had a choice of where to sit. Some were accommodated near to the pitch and others at raised levels with lift access. Parking The Club provided 30 wide bay and 60 ordinary car parking spaces near the entrance to the ground. The spaces were free of charge to disabled supporters on a first come first served season ticket basis and 10 of these were reserved for match-by-match use by both home and away supporters. Visiting Supporters Visiting supporters in wheelchairs were situated next to other away fans. If, however, the visiting Club did not take up their full allocation of seats, they were seated near to our own fans. NEWCASTLE UNITED When Newcastle United disabled supporters travelled to away games on official coach trips, our stewards helped them on and off coaches where lifts were not available. Other Facilities All our corporate boxes were provided with wheelchair access and a wheelchair space for match viewing. All stewards working in areas where disabled people were accommodated had specific disability awareness training. Lowered counters were in place for wheelchair access to refreshment areas. Full match commentary was provided through headsets to our visually impaired fans in 24 designated seats. Consultation During the season regular meetings were held with Newcastle United Disabled Supporters Association (NUDSA) on the second Tuesday of each month - the Club provided facilities and refreshments and staff members were available to answer questions. In particular, Dave Pattison was on hand at every meeting to welcome supporters and respond to any such enquiries. In addition to our regular consultation meetings, we also hosted 3 social evenings for NUDSA, on: 270

278 Club Charter Reports 2001/02 Newcastle United 19 February March May 2002 When Warren Barton left the Club,Aaron Hughes took over as Patron of NUDSA. Access Audit This season we carried out a full access audit and began to develop a business plan which will assist us with Disability Discrimination Act compliance. As part of this exercise we consulted with the RNID (who also carried out a site survey), the RNIB, our local authority access officer and Disabled One North East. Away Supporters Visiting supporters were charged the same prices as home fans for comparable accommodation. Located in the SJH Stand West Corner Level 7, their tickets were priced 26, and home supporters paid 26 in all corner areas. LOYALTY AND MEMBERSHIP Full details of our loyalty and membership schemes were available from the Club and on our website. Membership of the Magpies Club was available for 15 pre annum and benefits included: Discount on all holiday courses Free entry into all reserve games at Kingston Park Rugby Club Discount on entry to Beam Backs at St. James Park Discount on subscriptions to St. James and programme subscriptions Automatic entry to prize draws Exclusive autograph sessions with the players Enrolment pack We also offered family membership of the Magpies Club as follows: NEWCASTLE UNITED 15 for 1 person 29 for 2 people (immediate family only) 43 for 3 people (immediate family only) 57 for 4 people (immediate family only) CONSULTATION AND INFORMATION Last season we reported on the setting up of the Newcastle United Fans Liaison Committee (FLC), which was established to represent the views of fans to the football Club. The objectives of the FLC, as set out in the constitution, are to advance the interests of the fans in particular by: Developing effective relationships between the Club and the fans and others associated with the Club. Engaging in activities that advance the interests of the fans and support the Club. 271

279 Newcastle United Club Charter Reports 2001/02 A committee of 13 fans was elected in the summer of 2001 and the election of officers took place at the FLC s first official meeting on 18 July The following were elected: Chairperson: Vice Chairperson: Secretary: Treasurer: Press Officer: Marion Williams Ian Ferguson Steve Wilkinson Michael Murray Geoff O'Brien The FLC is now the independent voice representing the concerns of fans on issues such as facilities at St James' Park, ticketing, communication of information and arrangements for fans attending away matches. The FLC debated issues such as smoking, catering, the Club website and ticketing at Committee meetings which took place on: 18 July September November March 2002 The FLC was provided with pages in each edition of the matchday programme and St. James, and used them to cover issues such as anti-racism, disability, atmosphere, and a possible scoreboard. This season the FLC produced a report on the Club s ticketing systems, and we hope that this will help us to continue to improve the service offered by our ticket office. NEWCASTLE UNITED We are hopeful that this is the first step towards building a strong, lasting and fruitful relationship between the fans and the Club. The FLC has its own website where information can be obtained on the constitution, and minutes of meetings are posted. The NUFC official site provides links to it. Consultation with Young Supporters Club Five members of our Young Supporters Club attended a focus group to pass on ideas to our Supporters Membership Administrator, Megan Cody. They discussed membership, newsletter, benefits, membership pack, and all ideas were taken on board. New membership packs were designed and set out in August INVESTING IN THE COMMUNITY Schools Coaching Programme Our schools programme incorporated children from 50 schools per week, with our area of operation expanded this year. It now includes Northumberland, Cumbria, North Tyneside, South Tyneside, Gateshead, Durham and Scotland. Coaching staff also attended 15 venues per week for evening advanced coaching courses. 272

280 Club Charter Reports 2001/02 Newcastle United Holiday courses took place 13 weeks of the year at 150 venues. Expansion of Disability Work throughout season In association with the English Federation of Disability Sport and One-to-One Ability Counts, our Football in the Community scheme has been involved in a continual programme throughout the year with schools for children with disabilities. The scheme currently extends to 6 schools: Hadrian School, Benwell; Hilltop, Gateshead; Cedars, Gateshead; Southlands, Tynemouth; Hackwood Park, Hexham and Beaumont Hill, Darlington; all of which receive free coaching. Our coaches also co-ordinated entry of these schools into a national football competition providing free kit, coaching and staff members to accompany the children at the competition. Our Football in the Community staff worked with the Football Association to identify players from these schools who would be suitable for inclusion in advanced coaching courses at Westgate Centre for Sport, Newcastle which could eventually lead to national representation. Expansion of Ethnic Minority Work throughout the season Newcastle United was chosen as one of three pilot schemes in the country whereby year olds belonging to ethnic minority groups were given 60 hours of free coaching. The scheme enabled our coaches to develop an on-going relationship with these youngsters who hope to be future members of the "Tigers" registered League team. Others may be groomed eventually to become coaches or referees. Children with mental disabilities Our Football in the Community team were involved all season in coaching children with mental disabilities at two venues per week free of charge: Key Enterprises in Longbenton and Mencap in Darlington. Foster Children In conjunction with Social Services Department, our FITC staff were involved in providing free coaching, 2 hours a week for 5 weeks, to foster children at Dryden Centre in Gateshead. Attendance Incentive Scheme In another initiative we teamed up with City Education Welfare Services to offer prize tickets to children with excellent attendance records. Only those with 95% or more attendance records were entered into the draw. NEWCASTLE UNITED THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. The club has supported The Prince s Trust this season with the delivery of local initiatives and Regional Pan-Trust events.these included: Hosting a Black & Ethnic Community Awareness Event at St James Park (19/6/01) to promote the work of The Prince s Trust in the NE. In one of our hospitality suites, a buffet and refreshments were provided for everyone who attended. 273

281 Newcastle United Club Charter Reports 2001/02 Supporting the re-launch of the NE Football Awards (7 May 2002) with players and coaching staff attending a Gala Dinner and Presentation Ceremony to raise funds for The Prince s Trust in the NE Region. CRIME PREVENTION Newcastle United are a member of Newcastle City Centre Crime Prevention Partnership, a multi-agency voluntary partnership that works at the reduction of crime in the City. The partnership also works to reassure people about perceptions of crime, and as part of this work we launched a month long awareness campaign about the realities of mobile phone theft. CHARITIES This season we again chose to directly support the following charities: The Fleming Children s Trust (of which the Club is the patron) helping to provide care and support for youngsters in city hospitals. Macmillan Cancer Relief NSPCC s Full Stop Campaign We conducted ongoing collections in all public areas of the stadium to help raise funds for these organisations throughout the season. NEWCASTLE UNITED We regularly organised charity signing sessions at St James Park, involving all the playing and coaching staff. For example, on 7 December 2001 and Thursday 9 May 2002 over 300 charities, schools and junior football clubs were invited to St James Park to bring items for players to sign. A signed shirt is expected to be worth around 250 at a charity auction, and a signed ball between 120 and 150. The Club received over 200 requests per week for signed memorabilia or merchandise. We also provided free tickets (usually 10) for our family enclosure to: Blaydon Children s Home Bede School Community Centre Alexandra Street Homeless Family Centre Three Rivers Housing Group Belmont Junior Club Westgate Community College Other initiatives included: On 5 January a raffle was conducted at half-time for the Cystic Fibrosis Trust. The Club coach was lent out to teams such as Whitley Bay when they were in the FA Carlsberg Vase Final at Aston Villa, and Tow Law Town for their FA Vase tie at Lewes in Sussex. A Football Aid match was held on 28 April 2002 and raised 9,205 for diabetes research and local charities and the Prince s Trust. 274

282 Club Charter Reports 2001/02 Newcastle United A talk-in with Alan Shearer, held on Thursday 7 February, raised 1,600 for non-league Gateshead Football Club. Operation Christmas Child s Shoebox Appeal Alan Shearer and Laurent Robert helped to promote and stadium collection at match with Liverpool. Golf Day Wednesday 24 April in aid of the Clarke Lister Brain Haemorrhage Foundation which funds research into the condition. Newcastle United goalkeeper Steve Harper is patron of the charity and organised the golf day attended by Alan Shearer, Shay Given and Gary Speed. Following the disaster of 11 September 2001, the Club organised a collection at the Manchester United game and matched the amount raised by fans for the British Foreign Office Appeal Fund. Learning Centre Newcastle United Football Club provides extensive educational provision through its Learning Centre. The centre cost over 1.6 million and provides learning opportunities to over 1,000 individuals every week. At the heart of its e-learning strategy sits Playing for Success which this season offered a schools programme to 1,800 pupils from over 60 schools, working within a study support context in a completely paper free online environment. The Learning Centre also targets the wider community working in partnership with the local FE College and the City's two Universities promoting life long learning opportunities and raising levels of personal esteem. Newcastle United has been awarded a community award in the Computing Awards for Excellence. The judging panel highlighted the Club's clear vision for e-learning and its work within the wider participation arena. Working in partnership has demonstrated the strong contribution the Learning Centre has made to local and regional programmes in terms of education, culture, social inclusion, social responsibility, health and economic regeneration. NEWCASTLE UNITED ELIMINATING RACISM On 4 October 2001 we held a launch of the Newcastle United Show Racism the Red Card (SRRC) poster for this season. In attendance were Show Racism the Red Card patron,warren Barton, as well as Newcastle United apprentice players, Chris Carr, Richard Offiong and Peter Ramage. The event was held in the Bamburgh Suite and an audience of around 100 people were given the opportunity to put questions to the panel on the subject of racism. On Wednesday 23 January 2002 another event was held in the Bamburgh Suite of St. James Park as part of the Holocaust Memorial Day activities in the City that week. Prizes were to be given out to 14 pupils from two schools in Newcastle who had taken part in a special Holocaust Memorial Day School Competition, based on the SRRC national school competition and organised by Newcastle City Council. Pupils were assigned the task of producing artwork, poetry or stories around the Holocaust Memorial Day theme. Bobby Robson, was in attendance to give out prizes and stayed to hear the poems read out by the pupils and for a question and answer session relating to racism. Also on hand to answer questions and present prizes were 275

283 Newcastle United Club Charter Reports 2001/02 Nolberto Solano and honorary patron, Warren Barton. The overall winner of the competition was Asha Sanderson, aged 9, from Westgate Hill Primary School who received three match tickets for our home game against Southampton.Asha s artwork has since been turned into a poster and is on display at sites throughout the Newcastle Metro. Another event organised at St. James Park on Tuesday 5 February 2002 involved SRRC showing a group of students from several different countries throughout Central and Eastern Europe the Show Racism the Red Card video and promoting the Metro poster featuring Asha Sanderson s artwork. Our Education and Welfare Officer, Jimmy Nelson, answered the students questions about the project. They were also given a tour of the stadium. In October we staged an anti-racism day at our match with Tottenham Hotspur as part of football s National Anti-Racism Week. The team carried the Kick It Out banner around the pitch prior to kick-off and at half-time and staff distributed literature around the ground. PA announcements about racism were made, and the players signed and then threw their KIO t- shirts into the crowd. MERCHANDISE Home Kit The Club is committed to a two-year cycle for its home kit. The current home kit was launched at the end of season 2000/01 and will not be changed for another year. NEWCASTLE UNITED Away Kit We launched a new change strip in July 2002 and in accordance with our pricing policy there was no increase on last season s prices. Swing tickets were attached to all home and away strips indicating the lifespan of the kit. STAFF CONDUCT The Club was committed to a policy of treating all employees and job applicants equally. All employees or potential employees received equal treatment or consideration regardless of colour, race, religion, nationality, ethnic origin, sex, disability or marital status and were not disadvantaged by any conditions of employment that could not be justified as necessary on operational grounds. CUSTOMER SERVICE Judy Waitt was our Customer Services Officer and she ran a centralised system for logging and tracking customer complaints with a view to ensuring that customers received a response within 14 days. Incoming letters, s and faxes were acknowledged and then recorded along with verbal enquiries on a central database. Each was allocated an individual reference number and then forwarded to the relevant department for investigation and response. The customer services team was kept up to date with progress and was also sent a copy of any further correspondence. Individual cases were reviewed on a weekly basis, reported to management monthly and reported to The F.A. Premier League quarterly. 276

284 Customer Charter 2001/02 Southampton 1. ACCESSIBILITY SOUTHAMPTON FOOTBALL CLUB CUSTOMER CHARTER 1.1 The club operates with a capacity of 32,000 at the Friends Provident St Mary's Stadium and has the following admission policy Up to 20,000 season tickets will be available At least 9,000 tickets for Premier League games will be offered to non season ticket holders who are registered on the club's membership file Concessions for senior citizens, teenagers and children are available in parts of the Itchen and Kingsland Stands Age eligibility for concessions is as follows: Children Under 13 on 18 August 2001 Teenager Under 20 on 18 August 2001 Senior citizen 65 and over Team Saints - Membership of Team Saints An area of seating is reserved exclusively for members of the Family Centre and Team Saints Facilities for disabled supporters and their assistants are available throughout the stadium and reservations must be made in advance by contacting the ticket office. Season tickets are available for home supporters and their assistants If a match is abandoned after spectators are admitted to the ground but before kickoff, ticket holders will be entitled to free entry to the re-arranged match. If a match is abandoned after kick-off, spectators will be entitled to purchase tickets at halfprice for the re-arranged match An instalment plan is offered to supporters wishing to renew or purchase season tickets. 1.2 Ticket prices for cup competitions will be agreed with the opposing club and published in match programmes, the local press and club website. For home cup-ties, season ticket holders will be given a limited period to purchase their seat after which all unsold tickets will be made available to supporters registered on the club's membership registration file. For away cup-ties, initial priority will be given to season ticket holders followed by supporters registered on the club's membership registration file SOUTHAMPTON 1.3 Refunds on match tickets will only be considered if the ticket is returned to the club not later than 48 hours before the kick-off. 277

285 Southampton Customer Charter 2001/02 2 AWAY SUPPORT 2.1 Tickets for away league matches will normally be made available to season ticket holders and club members. On occasions loyalty vouchers may be issued which will enable the club to operate a priority system to ensure regular away supporters have first opportunity to obtain tickets for the most popular high profile games. 2.2 The club does not charge prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. the allocation is 3,000 seats and is allocated at the Northam end of the ground. Concessions for children (see 1.1.4) are available. 2.3 The club abides by the F.A. Premier League rules governing the allocation of tickets to visiting clubs. 3. MEMBERSHIP 3.1 The club operates a membership registration file. Members are given priority in purchasing match tickets and receive regular information about the club by mail. Membership does not guarantee a match ticket. 4. CONSULTATION AND INFORMATION 4.1 The club consults supporters on a regular basis through forums, questionnaires, the FAPL annual fans survey, the Premier League Supporter panels and the club website. 4.2 The club publicises its position on major policy issues in the club programme, website and local media. 4.3 The club has and continues to develop ways to consult with all interested parties. 4.4 The club gives the earliest possible notice of any changes to its ticketing policy and reasons for the changes. 4.5 The club undertakes research on the design and number of new strips. 5. COMMUNITY SOUTHAMPTON 5.1 The club has and will continue to develop its link with the local community. 6. MERCHANDISE 6.1 All replica strip designs have a minimum lifespan of two seasons, with the exception of season when the new away strip will be for one year. 6.2 Details of the next intended change of kits are available from the club shop. 6.3 The club carries out its obligations under the Premier League rulebook to prevent price fixing in relation to the sale of replica strip. 278

286 Customer Charter 2001/02 Southampton 6.4 The club offers refunds on merchandise above its legal obligations. 7. STAFF CONDUCT 7.1 Southampton Football Club expects and requires all staff members to conduct themselves in accordance with the highest ethical standards. Club members are expected to maintain these standards on or off club premises. 7.2 All staff members, supporters and all applicants for employments will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. 8. CUSTOMER SERVICE 8.1 The club responds to any contact from a customer within a maximum of seven days. 8.2 The club responds by telephone whenever possible or by fax or letter. Requests for a written response will be met. 8.3 The club encourages customers to contact the department relevant to their query but the Secretary Mr B P Truscott has overall responsibility for customer service. SOUTHAMPTON 279

287 Southampton Customer Charter 2001/02 SOUTHAMPTON 280

288 Club Charter Reports 2001/02 Southampton SOUTHAMPTON FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report sets out our work in relation to our Customer Charter and to the Football Task Force Recommendations of Our Charter is available on our website and on request from the Club. ACCESSIBILITY In our first season at the new St. Mary s Stadium, we focussed on ensuring that the stadium was accessible to all in terms of both pricing and facilities. We divided our games into 3 bands Gold, Silver and Bronze matches according to the opposition. There were 6 Gold, 6 Silver and 7 Bronze games throughout the season as follows: Gold: Arsenal, Chelsea, Leeds United, Liverpool, Manchester United, and Tottenham Hotspur Silver: Aston Villa, Fulham, Ipswich Town, Newcastle United, Sunderland AFC and West Ham United Bronze: Blackburn Rovers, Bolton Wanderers, Charlton Athletic, Derby County, Everton, Leicester City and Middlesbrough. We sold 16,300 season tickets, leaving 10,000 tickets or 33% of our home capacity available for match day ticket purchase. Our matchday ticket price range was as follows: MATCH KINGSLAND & ITCHEN NORTHAM/ TEAM SAINTS UNRESERVED CATEGORY STANDS CHAPEL (MEMBERS SEATING STANDS ONLY) Centre Wings Gold Adult Gold Child Gold Teen Gold Sen Citizen Gold Adult & Child 34 Silver Adult Silver Child Silver Teen Silver Sen Citizen 20 Silver Adult & Child 33 Bronze Adult Bronze Child Bronze Teen Bronze Sen Citizen 18 Bronze Adult & Child 29 SOUTHAMPTON Season tickets cost between 451 and 524 for adults, between 343 and 269 for senior citizens, and between 218 and 253 for children. 281

289 Southampton Club Charter Reports 2001/02 Concessionary tickets were available in the Itchen and Kingsland Stands, 50% for juniors (12 and under), 25% for teenagers (13-19 inc.), 25% for adults over 65. We reserved a special Family seating area, which contained 1989 seats for members of the Family Centre and Team Saints. In response to requests from supporters, smoking was allowed on the concourses only. No matches were abandoned. For supporters who could not pay the full price of their season ticket in one payment we offered an instalment plan. For this service a flat rate of 7% was charged on top of the season ticket price. We also offered a pro-rata season ticket to cover the second half of the season only. We staged no home Cup ties last season. Ticket Office hours were extended to help supporters. Our telesales office increased its opening hours from 8.30am to 7.00pm, and our ticket office was open for personal callers from 9.00am to 5.30pm. In addition we introduced internet sales for our season ticket holders and members. To encourage supporters to attend Reserve matches most of our games were played at the new stadium and admission was free to everybody. We developed a strong promotional link with McDonalds who distributed tickets at their local outlets. As a result of this our average attendance was 5,646 at the stadium with a Reserve League highest of 10,025 against Arsenal. FACILITIES FOR DISABLED SUPPORTERS This season we were pleased to offer greatly improved facilities for our disabled supporters. In total we now provide 270 seats or spaces, with 465 seats for personal assistants. Ticket distribution was brought under the direct control of the ticket office and our contact for disabled supporters was Shauna Taylor. Shauna can be contacted at [email protected]. For supporters in wheelchairs we provide a range of viewing points, with 190 spaces as follows: 117 low level (home) 59 high level (home) 14 away fans SOUTHAMPTON We also provide 389 seats for their personal assistants: 314 Low Level home 61 High level home 14 Away fans For ambulant disabled fans we currently provide 99 spaces: 93 (including personal assistants) for home fans 6 (including personal assistants) for away fans For the visually impaired we currently provide 57 seats: 45 (including personal assistants) for home fans 12 (including personal assistants) for away fans 282

290 Club Charter Reports 2001/02 Southampton Our average wheelchair usage was 70, including 45 season tickets Our average ambulant usage was 21, including 10 season tickets The average number of personal assistants was 32, including season tickets The average number of visually impaired supporters was 32, including 22 season tickets. Fully accessible toilets were provided for both wheelchair and ambulant disabled supporters. We provided lowered counters at refreshment areas and stewards helped out where necessary. 24 of our stewards underwent specific disability awareness training. Home and away fans sat amongst fellow supporters and all accommodation was covered. All visually impaired supporters could access match commentary through headsets. 40 headsets were available and an induction loop was also provided in the visitors section. Supply always exceeded demand. We are now able to provide 40 on site car parking spaces for those in wheelchairs, (including 4 for away supporters) together with 55 disabled spaces at 2 sites adjacent to the stadium, and a drop off point adjacent to the stadium for those who park further away. AWAY SUPPORT 3,200 seats were offered to visiting Clubs in the Northam end of the ground. Visiting supporters were charged the same as home fans for comparable accommodation. Both sets of supporters were charged 27, 26 or 24 according to the category of the game, with unlimited concessionary tickets for children. We produced an Away Fans Guide to assist fans. The 12 page brochure provided visiting fans with clear maps of the stadium and surrounding area, our pricing structure, details of how to get to and from the stadium, and set out details of all our facilities, including our arrangements for disabled supporters. MEMBERSHIP Details of our membership scheme were fully explained and set out in information sent to supporters and on our website. Membership of Team Saints costs 15 which includes an enhanced season ticket offer that includes up to 5 free games, an exclusive match day lounge and enclosure, membership pack containing Club merchandise and vouchers and reduced prices on holiday coaching courses. CONSULTATION AND INFORMATION Our F.A. Premier League Supporter Panel was held on 16 March It consisted of 7 men and 3 women. The focus of the meeting was on supporters feelings and thoughts about the recent move to St. Mary s. As a whole the panel were pleased with the way we had managed the move to St. Mary s and felt that the end result had been to increase the scale and potential of the Club without seriously adversely affecting its character. Some fans had experienced problems with access and traffic in the new location but they generally felt that the Club had made strenuous efforts to overcome inevitable difficulties. The Club was nominated for the National Transport Awards Cycling and Walking section and we are continuing to work with the local authorities to ease congestion around the ground. SOUTHAMPTON 283

291 Southampton Club Charter Reports 2001/02 Two meetings with supporters groups were also held on 25 October 2001 and 28 February As in previous seasons, we conducted extensive research with fans on the design of our new strip. Supporters were consulted at all stages of the process, with the final decision being made by a fans vote. Fans were able to vote in-store, on the web, on a postal voting form or by text messaging. 15,000 votes were received and we announced the kits at the final home game of the season. The vote was promoted on our website, in local papers, on radio and TV and on in-store posters. INVESTING IN THE COMMUNITY We ran various initiatives to enable local children and family groups to attend more matches. Southampton v Blackburn A special family promotion was carried out for up to six members of a family at the following prices: Adults 20,Teens/Senior Citizens 15.00, Children Southampton v Sunderland A special schools promotion when children were charged 10 and for every 10 children one adult went free. Over 1300 requests were received. Southampton v Middlesbrough A special promotion was carried out with the Hampshire Football Association Adults 20,Teens and Senior Citizens 15.00, Children 10. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives.through a nation-wide network of programmes The Prince s Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. SOUTHAMPTON The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation using football as a power for good among young people. Southampton Football Club has recently established a partnership with Hampshire Fire & Rescue Service, who will be delivering The Prince s Trust Volunteers Programme in Southampton from June Next season our objective is develop the Volunteers Programme amongst young people in Southampton, and to contribute to the delivery of challenging and high quality teams. The Volunteers Programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team building and community involvement; each programme usually has between 10 and 15 Volunteers and is lead by a full-time Team Leader 284

292 Club Charter Reports 2001/02 Southampton The Club has agreed to provide Volunteer teams with the following support: Use of a function room for a Final Presentation evening, a recruitment event or team meeting. A Stadium Tour highlighting the daily operational aspects of the Club combined with an induction session involving Club staff or players. Club personnel involvement in opening or supporting community projects. Occasional editorial features & photographs to appear in the matchday programme and on the Club website to raise the profile of the Volunteers programme and highlight the achievements of local young people. Provision of complimentary match tickets for selected home league games. These may be used as part of a Team Challenge to bring a community group to a match. Use of the Club emblem on Volunteer Programme literature such as invitations for the End of Team Presentation. Provision of Club merchandise by agreement to help Volunteers fundraise for community projects. FOOTBALL IN THE COMMUNITY (FITC) Our FITC scheme was run in conjunction with the FFE & VTS scheme, with accommodation, staffing and operational costs provided by the Club. We are working closely with many local community groups. Specific initiatives during the year included: Funding from Barclaycard has enabled us specifically to target disadvantaged and disability education projects and employ a Community Coach to carry out the work. He provided ground tours, school assemblies, football skills coaching sessions, talks on racism, nutrition, bullying, teamwork, raising self esteem, and confidence building to schools in the Newtown, Nicholstown, St. Mary s, Northam, St. Denys areas (all inner city areas). Vouchers were distributed enabling free child admission to various bronze games. A number of other events were organised by our Community Coach for community groups: Newtown Junior Forum (ground tour and evening coaching); St. James Street Crusaders (ground tour); Northam Youth Project (donation of prizes for raffle: t-shirts, signed football). A number of schools were visited and each received free ticket vouchers, reserve game tickets and various goodies such as (t-shirts, posters, pens, programmes, post cards): Mount Pleasant 2 days coaching St. Mary s Primary 3 days coaching Maytree Infants 2 afternoons coaching and whole school had a ground tour (over three days) Start Point, Northam school assembly St. Denys Primary 3 days coaching Newtown Junior Forum tour and evening coaching club St. James Street Crusaders, St. Mary s ground tour SOUTHAMPTON 285

293 Southampton Club Charter Reports 2001/02 We also made visits to special needs schools in other parts of the City which have inner city children attending, e.g. Cedar School, Netley Court, Ridgeway House and donated raffle prizes and 400 ticket vouchers to Northam Community Centre. We visited Maytree School to agree coaching on a monthly basis and give out tickets, etc. from the Club to the children. The scheme providing 20 weeks free coaching in the Newtown and Nicholstown areas of the City. As part of out efforts to include all areas of the local community, staff visited local Radio Art Asia to discuss local community issues and a group of Asian Drummers were invited to perform prematch for the Aston Villa Game on 24th September. We also organised a visit to the Charlton Athletic game on 24th November for a pre-match relay from the following local groups, including match tickets and refreshments: African Caribbean Club Northam 521 Club Newtown Youth Club Baseline Project Match tickets for two first team games were supplied to Art Asia to use as competition prizes. Tickets were also given to Baseline Crime Concern for the Derby County game on 30 March Polo shirts were supplied to Baseline Crime Concern for an 11-a-side competition on 26 March A 6-a-side match between staff in the Community Office and children from Netley Court (local special needs school) was held on 29 May Funding was received in March from the Outer Shirley Regeneration Board over a three-year period for the provision of equipment and transport for a football coaching project. One-hour sessions are provided each week with 30 children per session at twenty schools in the regeneration area, giving enhanced sports opportunity to 600 children per week. The objective is to link closely with Health and Youth projects. SOUTHAMPTON Weekly sessions were held on Sunday and Monday for 23 disabled boys and girls and 18 adults. Over the past 2 years, 93 players have attended one or more football sessions. Players have joined us from Andover, Basingstoke, Farnborough, Portsmouth, Poole, Lymington, Brockenhurst and Devizes. Two players have gained International honours with England and one player is part of the England Youth International Squad Charitable Trust 'Saints in the Community' A charitable trust Saints in the Community officially began to operate from 1 June, The objects of the Trust are: "To advance the education of children between the ages of 5 and 16 residing in the county of Hampshire and neighbouring areas by providing facilities and opportunities for playing football so as to promote and encourage the physical development of such children." 286

294 Club Charter Reports 2001/02 Southampton Within this, our specific objectives for developing girls football include the following: significantly increasing the number of girls enrolled on football courses establishment and maintenance of girls only courses in each region (Southampton, West Hampshire and North Hampshire) close liaison with the Football Association and Hampshire FA to deliver the TOPs and Active Sports programme Development of other Trust activities is still in its initial stages. Initially, the main focus will centre on community coaching activities. The Trust will also be involved in initiatives designed to support formal structured education provision, for example raising numeracy and literacy levels through development of numeracy packs and educational tours. These activities will be introduced in phases throughout the year as the details are finalised Team Saints Young Supporters Club For all Saints fans up to the age of 19, the membership year runs from June to May at a cost of 15. The benefits of membership include: Team Saints Season Ticket holders receive up to 5 free home games Team Saints membership card and welcome letter exclusive Team Saints gift to all new members automatic entry into the Trant matchday mascot draw first team squad postcard exclusive matchday lounge facilities safe, supervised seated enclosure on matchdays at the Stadium free match ticket voucher on member s birthday the Quay s swimming voucher McDonald s privilege card fish and chip meal voucher at Seafare Two in Romsey free child entry to Serendipity Sam s free child admission to Paulton s Park Christmas card weekly club news and birthday announcement in the Daily Echo every Wednesday opportunities to meet Saints players 5 discount on all Whitsun 2002 holiday coaching courses 10% discount on all holiday soccer coach courses (excluding Whitsun 2002) 10% reduction on birthday parties in our Community Lounge 50% discount on cost of stadium tours discount vouchers for merchandise in the Saints store MAGNIFICENT 7 offer of a home shirt for new Team Saints members on their 7th birthday, plus a free child and adult ticket to a home game SOUTHAMPTON Tours of the Stadium Guided tours of the stadium began in September and involved a wide range of visitors. Tour participants ranged from individual members of the public, to schools or colleges, to corporate delegates visiting the stadium with their companies. Specialist tours are also available focussing on planning aspects associated in the building of the stadium and our tour guides are briefed to answer specific queries on the day. 287

295 Southampton Club Charter Reports 2001/02 Matchday Package We introduced a matchday package in February 2002 for the 6 remaining games of the season. The package included1_ hours coaching at a local leisure centre, lunch in our Community Lounge and tickets for the match. By the end of the season, we had welcomed 8 clubs to the stadium. We intend to continue to offer this package for the forthcoming season, since its popularity among young people serves as an excellent practical example of the Club looking after its future generation of supporters. After School Clubs, Coaching Centres and Holiday Courses On average, we are running 100 coaching courses a week during term time through either after school clubs or coaching centres in the evenings and on weekends, reaching more than 2,000 children a week. In addition, we ran 59 holiday courses during school holidays throughout Southampton and Hampshire and attracted over 2,100 children. CHARITIES We received hundreds of requests for help from local and national charitable and community organisations. Our policy was to give help to local organisations (in Hampshire and Dorset), particularly if they were involved in sport. We provided signed shirts, balls and pennants in order to help them raise funds. The club answered every request by letter, even if we were unable to assist the organisation concerned. In addition to this we actively supported 5 charities: Leukaemia Busters Rose Road Appeal Hampshire Deaf Society Wessex Heartbeat Wessex Cancer Trust At our Football Aid event on 13 May, supporters raised 7,205 by paying to play against each other in the first match of this kind at St. Mary s Stadium. PLAYER APPEARANCES SOUTHAMPTON All requests for player appearances were dealt with by Daphne Branston, the First Team Manager s secretary. Daphne monitored the number of events each player was involved in, and kept a record to ensure that there was a fair distribution of the workload between the players. A chart was displayed in the dressing room for the players to see, and a report was written for each Board meeting, detailing the number of appearances (usually around 15 a month) and the nature of the events. Some events involved all the players: All our professional players again took part in an annual visit to Paulton s Theme Park with a group of disabled children from the Southampton area. The whole squad also visited the General Hospital s Children s Wards. On 12 occasions during the season individual players took part in Question and Answer sessions at the Study Support Centre. 288

296 Club Charter Reports 2001/02 Southampton Players also attended presentations of school certificates, Duke of Edinburgh Awards and Youth Football Club trophies on 16 occasions. Players visited local schools for Question and Answer sessions to promote Book Weeks There were numerous player appearances at Club Soccer Schools, including Question and Answer and autograph sessions Players also took part in various publicity photoshoots to promote local charitable causes EDUCATION Saints Study Support Centre In March 2002 our new purpose-built Study Support Centre opened at St. Mary s. The Centre has 18 networked computers, an interactive whiteboard and Net Support software, 4 digital cameras and 1 digital video camera, a laser colour printer and a black and white printer. Children attended sessions 2 evenings each week for 2 hours for 8 weeks. In all, 144 children (128 Key Stage 2 and 16 Key Stage 3) attending our evening Playing for Success sessions this season. 40 Key Stage 3 children also attended a maths day and an English day at the Centre. The first team squad were very supportive of the Centre, frequently calling in to see the children at work. Each group of children prepared questions for a first team player, which they then put to him at a mock press conference. The children then compiled a fact file using the information. Academy players came in pairs to act as mentors and learning support assistants to the children. MERCHANDISE At the end of the season we launched our new away and third kits. All correspondence connected to the kit clearly states that strips are to last two years (until 2004). All training tops for next season are labelled with Official Merchandise 2002/03 on the actual garments. STAFF CONDUCT We required and expected all staff members to conduct themselves in accordance with the highest ethical standards. All staff members, supporters and applicants for employment were regarded equally and were given equal opportunities irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. CUSTOMER SERVICE Brian Truscott, our Club Secretary, took overall responsibility for Customer Service. The relevant department dealt with feedback from customers and then the details were passed on to the Secretary s office. Where possible, complaints were dealt with by phone so that the customer received a swift and direct response. We responded fully to 92% of complaints within 7 days. A full analysis of all complaints received by the Club was produced on a quarterly basis. This enabled us to review policies quickly and take decisions that related directly to feedback from supporters. An example of this analysis for the last quarter of the season follows: SOUTHAMPTON 289

297 Southampton Club Charter Reports 2001/02 SOUTHAMPTON COMPLAINTS ANALYSIS FOR THE PERIOD 1ST MARCH 2002 TO 31ST MAY 2002 DEPARTMENT NO. OF WRITTEN TELL TOTAL 7 DAY COMPLAINTS RUPERT RESPONSE ACHIEVED COMMUNITY Birthday Parties 2 2 Ball Boys/Girls Coaching 1 1 Girls Football 1 No Response 2 2 Tours/Hospitality out of 11 FMC Admission Policy 1 1 Quality of Food out of 4 MARKETING Joe Fisher/PA Mick Channon (Everton) Mick Channon (General) No Response to Tell Rupert 6 6 Website out of 36 MERCHANDISING Stock Levels/Quality Video of Move out of 10 PLAYERS/ MANAGEMENT Performance/Choice etc Only automated TR response OPERATIONS Car Parks 6 6 Stadium in General Concourse, standing Staff Conduct out of 50 SECRETARY Kick Off Times 3 3 Racism 2 2 Reserve Games out of 6 TICKET OFFICE Lack of Information Method of Sales eg.twinning Pricing eg:teen/oap Conc Queues on Telesales out of 53 GENERAL/ CHAIRMAN'S OFFICE Matthew Le Tissier No 8 8 Tribute PRAISE THANKS!! ETC. 23 Only automated TR response T O T A L S out of

298 Club Charter Reports 2001/02 Southampton ELIMINATING RACISM The Racism Just Ain t Saintly project, a joint initiative between Southampton FC, Southampton City Council, and Friends Provident, was launched on Friday 15 March at St. Mary s Stadium. The project seeks to draw together all relevant strands of the Saints community programme to create an inclusive culture to encourage participation in football in all its forms. Our new stadium has been built in the heart of a multi-ethnic community and we are continuing to develop links across that community through offering football coaching and course programmes. The campaign was presented to over 30,000 fans at our game on Saturday 16 March against Leicester City. We wanted to get the message across that people of all ages, creeds, sex and abilities will be welcomed at our football Club. We are acutely aware of our role in our new community. Children from St. Mary s School acted as Ball Assistants and we distributed t-shirts, pin badges and pens on the day and subsequently through the Community Department on courses and school visits. Regular banners in match programmes reiterate the anti racism message. The Kick It Out! Campaign was promoted by the Club at our game against Arsenal on 13 October Our support for the campaign consisted of the players wearing specially produced T-shirts and our ball assistants carried a banner onto the pitch with an anti-racism message. A large quantity of badges and magazines were distributed on the day. We continued to distribute the magazine at roadshows, soccer courses and school visits. SOUTHAMPTON 291

299 Southampton Club Charter Reports 2001/02 SOUTHAMPTON 292

300 Customer Charter 2001/02 Sunderland AFC SUNDERLAND AFC CUSTOMER CHARTER INTRODUCTION Sunderland Football Club, with its excellent community initiatives, ticketing policies and supporter involvement was described as a blueprint for football by the Football Task Force and is pleased to provide supporters with a customer charter they can trust.. The Football Task Force recommended ticketing policies which allow individuals, families and low income groups to attend football matches, merchandising which is priced fairly and has an appropriate lifespan, mechanisms which allow supporters to have their say in their Club and initiatives which involve the community. Sunderland is top of the league and a shining example of this. At every home game SAFC offer 20,000 concessionary tickets, and strive to ensure no social exclusion to promote affordable and accessible football for all. The Task Force recommended that 5% of all match tickets should be available for general sales. Sunderland AFC deliberately caps the number of season tickets in the stadium and has no bond schemes leaving in the region of 15% of tickets available for match to match sales. Segmentation of the stadium by price is another strong recommendation of the report again this is permanent feature at the Stadium of Light. In line with the report s recommendation of a longer cycle for home kits and a more rapid transition for away kits Sunderland will for the next four years have a new home kit every 2 years, and a new away kit each season. Sunderland is almost ten years ahead of a recommendation for greater contact and liaison with fans having held regular supporter meetings since 1991, giving supporters the opportunity to discuss important issues face to face with club officials. Furthermore, the club has created "SAFCommunity" the biggest and most effective community scheme in British football. SAFCommunity employs over 40 people and operates in the core areas of education, health and grass roots coaching. Each week we visit on average 75 schools - from Edinburgh southwards to Yorkshire and west to the Irish Sea. Three full time school teachers operate our Learning Through Football scheme and Study Support Centre during term time, which means the club has personal contact with over 300,000 people from a huge area of the North each year. Our club motto Consectatio Excellentiae means in pursuit of excellence and our customer charter now sets the standard for all club representatives to achieve for our supporters. 1. ACCESSIBILITY 1.1 Sunderland AFC strives to continue to promote a philosophy of social inclusion by ensuring football is affordable and accessible for all supporters by offering: 293 SUNDERLAND AFC

301 Sunderland AFC Customer Charter 2001/ a broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets at least 15% of tickets for each game to non-season ticket holders in a variety of locations and price brackets in the stadium concessions for young supporters aged under 12, 16 and 22, senior citizens and the unemployed exist. Up to 20,000 tickets per game are available at these concession rates. Proof of concession eligibility will be required (birth certificate for U12,U16,U22), state pension book for senior citizens and signing on document for the unemployed).we have no restricted view seats in the stadium an area of the ground for the exclusive use of family groups and junior supporters with appropriate facilities support for home and visiting disabled supporters and their carers.the ticket office manager Phil Clarkson can be contacted for details of our disabled facilities and ticket allocation free or reduced priced admission to replays of abandoned games. If a match is abandoned after spectators are admitted to the ground but before kick off ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick off spectators are entitled to half price admission to the rearranged match a number of payment methods for the purchase of match day and season tickets a wide range of outlets for ticket purchase including the club s official website. 1.2 Tickets for Cup competitions are generally priced at the same level as F.A. Premier League matches, with the exception of some early rounds of Cup competitions with the agreement of the opposing club. Tickets are allocated to season ticket holders in the first instance before general sales commence in accordance with the club s loyalty points scheme. In the event of SAFC reaching the Semi or Final of a Cup competition, the Club has a set criteria for allocation of tickets, depending on venue. 1.3 SAFC have a cup ticket pre-payment scheme whereby supporters automatically receive cup tickets for all home ties. Information can be obtained by contacting the SAFC ticket office. 2. AWAY SUPPORT 2.1 Sunderland supporters are allocated tickets for away matches as follows: Season ticket holders are invited to apply for tickets in the first instance before general sales commence in accordance with the club s loyalty scheme.the away club determines the cost of these tickets. SUNDERLAND AFC 2.2 Sunderland AFC does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation, in particular concessionary rates offered to senior citizens, junior supporters shall apply to supporters of a visiting club. 294

302 Customer Charter 2001/02 Sunderland AFC 2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 3. CONSULTATION AND INFORMATION 3.1 The Club consults with supporters on a regular basis through focus groups including SAFC Liaison Group and SAFCSA Branch Liaison Committee, fans forums, questionnaires and the FAPL annual fans survey and supporter panels. 3.2 The Club publicizes its position on major policy issues in an easily digested format in the Club match programme, Legion of Light magazine, SAFC 24-7 magazine, official website ( and other available media channels. In addition, all club media and news releases are circulated to all SAFC Supporter Association branches nationwide on a weekly basis. 3.3 The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties. 3.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 3.5 The Club undertakes research on the design and number of new Strips. 4. LOYALTY AND MEMBERSHIP 4.1 The Club runs a loyalty scheme with respect to home and away ticketing and a junior membership scheme called SAFC The benefits (excluding gift and magazine subscription) of SAFC 24-7 membership include special reduced priced ticket offers for juniors (min. 3 per season), the chance to meet the players at special events, the chance to be a mascot (Under 12s), the chance to be a ballboy/girl (Over 12 s), reusable McDonald s Privilege card, discounted entry to Metroland, discount on all SAFC 24-7 holiday coaching schools. 4.3 Season ticket holder s benefits include free admittance to all Reserve matches at New Ferens Park and the Stadium of Light and priority for Cup and Away tickets in accordance with the club s loyalty scheme. 5. COMMUNITY ACTIVITY Sunderland AFC places "SAFCommunity", its community operation at the heart of the club. SAFCommunity is a stand-alone registered charity with the following key objectives: (a) Fighting social exclusion across the North East of England (b) Focus on children aged (c) Work in 6 defined regions across the North East region to address specific local requirements. (d) Pinpoint HEALTH, EDUCATION and COACHING as core activities. 295 SUNDERLAND AFC

303 Sunderland AFC Customer Charter 2001/02 (e) (f) Maximise links with appropriate external agencies and civil bodies. Ensure football is affordable and accessible to all, regardless of age, sex, ethnic origin or socio-demographic background. 5.2 seeks to promote close links between the Club and the people of the North East region and to introduce young people, male and female, to football as players and spectators. 5.3 will orchestrate the "SAFC Health Accord" to harness the power of the SAFC brand to articulate health promotion messages to the youth of Wearside. 5.4 will work with government education agencies in the provision of educational facilities in the classroom at the Sunderland Stadium of Light, as well as liaising with Local Education Authorities in executing SAFC - based citizenship and education programs. 5.5 offers an extensive coaching service to schools during curriculum time, and will use school facilities to provide extra-curricular coaching activities for girls and boys. 5.6 will work with support external agencies in a quest to help socially excluded and disadvantaged groups (disabled, ethnic minorities, the unemployed). 5.7 will maintain strong collaborative links with local University and seats of higher education. 5.8 will ensure all youngsters who attend any Club activity will be provided with the same standards of professional tuition irrespective of ability, age, sex or background. 6. MERCHANDISE 6.1 All home replica Strip designs have a minimum lifespan of two seasons and away kit one season in line with Football Task Force recommendations. 6.2 The Club communicates the launch date and lifespan of all replica Strips via normal communication and media channels and via all club retail outlets. 6.3 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip. 6.4 The Club offers refunds on merchandise in accordance with its legal obligations. 7. STAFF 7.1 Recruitment, Equal Opportunities, Sexual and Racial Harassment Sunderland AFC has a clear policy of recruiting and developing people with suitable qualifications, experience, personal attributes and potential, regardless of sex, colour, ethnic origin, sexual orientation or disability. SUNDERLAND AFC 296

304 Club Charter Reports 2001/02 Sunderland AFC 8. CUSTOMER SERVICE 8.1 The Club is committed to providing quality products and high standards of service to all of our customers. 8.2 All customers have the right to be treated with dignity and respect. Our staff always endeavour to answer telephone calls at the first opportunity and handle all queries and transactions in a polite and courteous manner. 8.3 Sunderland AFC responds to any contact from a customer within a maximum of 21 days. 8.4 The Club responds by telephone, , fax or letter. If a customer requests a response in writing s/he will receive one. 8.5 The Club encourages customers to contact the department relevant to their query in the first instance. In the event a query/complaint is not dealt with promptly or satisfactorily customers are advised to contact the Communications Director, Lesley Callaghan. 297 SUNDERLAND AFC

305 Sunderland AFC Club Charter Reports 2001/02 SUNDERLAND AFC 298

306 Club Charter Reports 2001/02 Sunderland AFC SUNDERLAND AFC ANNUAL CHARTER REPORT 2001/02 We introduced the Sunderland AFC Customer Charter in line with Premier League Rules in August The Charter has been developed and updated every season to ensure it reflects the position of the club. The Charter has since been published in our match day programme, our official magazine Legion of Light, has also been produced in leaflet format and is available on our website at The following report reflects our work in relation to our Customer Charter and to the agreed recommendations of the Football Task Force. ACCESSIBILITY PREMIER LEAGUE MATCHES This season we worked to increase accessibility, with prices ranging from 8 to 23 for Premier League games. For each game, approximately 12,000 tickets were available on a match to match basis, ensuring that people could attend without having to buy a season ticket. We offered discount ticket prices for junior supporters, senior citizens, students, unemployed and disabled supporters and their carers. We also introduced two new pricing categories: under12s and under 22s. For SAFC s most attractive fixture against Newcastle United we offered season ticket holders the opportunity to purchase two additional tickets. The aim of this offer was to reward loyal season ticket holders. We further rewarded our season ticket holders by offering them the opportunity to purchase discounted tickets at 7.50 on two further occasions; for the matches against Middlesbrough and Fulham. We continued to offer an external 24 hour line for ticket purchases and now also offer the 24 hour facility on the SAFC ticket office number. CUP COMPETITIONS For all our Cup competitions, season ticket holders were given priority for ticket sales at reduced prices. Season ticket holders were offered the opportunity to join a home cup pre-payment scheme whereby all home cup tickets are sent automatically to supporters without them having to apply for the matches individually. Supporters simply provide their bank details at the start of the season and their bank accounts are debited with the appropriate amounts. This scheme was implemented at the start of the 2001/02 season and will remain in place again for the 2002/03 season with no interest charged. Also, to increase the ease with which season ticket holders are able to secure their normal season ticket seat for Cup matches, Sunderland AFC have introduced a dedicated telephone line for season ticket holders only. SEASON TICKET HOLDERS The renewal of season tickets has been made easier as, for the first time, Sunderland AFC set up a facility to allow supporters to renew their season tickets over the telephone. This was made possible with the introduction of a dedicated renewal hotline open seven days a week, Monday to Friday 9am to 7pm, Saturday 9am to 6pm and Sunday 10am to 2pm. 299 SUNDERLAND AFC

307 Sunderland AFC Club Charter Reports 2001/02 Also, for the first time we provided all supporters with an interest free payment scheme whereby payments were not taken until August, September and October. Season ticket prices were reduced in 2001/02 and will be frozen at this level for Season 2002/03. All season ticket holders continued to receive ten issues of the Club s monthly magazine, Legion of Light (retail price of 2.95), as part of their season ticket package, as well as the right to attend all reserve fixtures free of charge. FACILITIES FOR DISABLED SUPPORTERS Sunderland AFC s Head of Security maintained regular contact with the Disabled Supporters Association (DSA) both through formal and informal channels of communication. The Head of Security talked with the DSA before all home and reserve matches giving them the opportunity to discuss requirements. The DSA met once a month on a Wednesday to discuss any issues they might have - SAFC provided facilities for these meetings free of charge and our Head of Security personally attended meetings when required. All issues raised in the meetings were dealt with accordingly. The DSA highlighted two areas of concern this season, namely that disabled bays were being used by other supporters and that in bad weather conditions, i.e. snow and ice, the DSA felt that on some occasions the ground was still not completely safe for their members. Both problems were resolved immediately with extra stewarding being put in place around the disabled bays and extra work taking place to ensure that bays were sufficiently cleared and more grit provided. The Head of the DSA has continued to be granted free movement within the stadium on matchdays to ensure disabled supporters are not experiencing problems. The Head of the DSA had access to speak directly with match-day supervisors to resolve any problems which arose on the day. The Disabled Supporters Association held a seat on the Branch Liaison committee, which met with Club officials on a monthly basis providing a further channel of communication with the Club. The Club provided 150 parking spaces for disabled supporters. Away supporters were accommodated within this allocation. Audio commentary was provided throughout the season for blind or partially sighted supporters and their carers. The audio equipment was available free of charge by prior arrangement with the health and safety manager. This equipment and commentary was available to supporters wherever they were seated in the stadium. The Club continued to provide a designated contact in the SAFC ticket office for disabled supporters and their helpers. Maureen Johnson was the contact and she handled all ticketing matters relating to disabled supporters and could be contacted via at [email protected]. SUNDERLAND AFC Tickets for disabled supporters cost 10 for a wheelchair user, 8 for a visually impaired supporter and 12 for a helper. All of our kiosks have a lower service counter to allow easy access for disabled e.g. wheelchair users. There are also kiosks and bars provided in the South Tunnel especially for use by disabled persons at pitch level. We also continued to provide a tray service with refreshments at pitchside and lateral gangway level. Sunderland have continued to 300

308 Club Charter Reports 2001/02 Sunderland AFC ensure that both home and away fans can sit amongst their fellow supporters, with disabled supporter seating for away fans situated within the away end. Tickets for home matches are available either in person at the SAFC ticket office, the club credit card hotline or by post. Proof of disability status is required for the first purchase. Tickets are sold on a first come first served basis to ensure fairness of ticket distribution. The ticket office is fitted with a loop system to assist the hard of hearing. Sunderland s away match tickets are allocated on a loyalty point system. AWAY SUPPORT Sunderland supporters were allocated tickets for away matches as follows: season ticket holders were invited to apply for tickets in the first instance before general sales commenced in accordance with the Club s loyalty scheme (those who had attended the most away matches were given priority). The home Club determined the cost of these tickets. If any tickets remained after season ticket applications, they were placed on general sale. There is no requirement to join a paid membership scheme to purchase tickets on general sale. Supporters who wanted to be considered for a ticket for all away matches were not required to apply for each match individually as had previously been the case but instead could apply at the beginning of the season for all away matches. Sunderland AFC did not charge admission prices to supporters of a visiting Club which were higher than those charged to our own supporters for comparable accommodation. VISITING ALLOCATION All away teams were offered up to 3,000 tickets in compliance with the F.A. Premier League rule which states that away teams must be offered either 10% of ground capacity or 3,000 tickets. CONSULTATION AND INFORMATION The Club consulted with supporters on a regular basis including the Sunderland AFC Liaison Group and Sunderland AFC Supporters Association Branch Liaison Committee, DSA, National Association of Disabled Supporters, fans forums, questionnaires, Supporter Panels and The F.A. Premier League National Fan Survey. Such forms of communication allowed the Club to receive feedback from fans as well as provide fans with valuable information. The SAFC Liaison Group was established more than 10 years ago and senior managers and directors are required to attend meetings on a monthly or bi-monthly basis. During the year the group met once a fortnight at the stadium and drew up the monthly agenda to which the Club could add items and respond to the points raised by fans relating to Sunderland and wider football matters. Agenda points included ticketing issues, stadium facilities and development, recognition of supporter loyalty, disabled supporter issues, policing and stewarding, the impact of the media on football and match officials/discipline. The group are provided with a room with refreshments free of charge to hold their own monthly meetings, additional to the one held with club representatives. We allocated space in our match day programme and the Legion of Light magazine as well as the Club s official website for the group to promote their work. 301 SUNDERLAND AFC

309 Sunderland AFC Club Charter Reports 2001/02 The Branch Liaison Committee met with the Club once a month on a match day and was made up of branch representatives from the SAFC Supporters' Association and independent supporter groups from around the country. The Club makes the commitment to meet on a match day so that supporters who live in different parts of the country also have the opportunity to voice their opinions and ask questions. A director of the club attended every meeting. A directory of all branches with contact information has been included on our official website and we are working closely with the group to increase their presence on our website. The committee provided SAFC with an agenda prior to every meeting and the Club responded to all issues raised in person during the meeting. The group formulated Minutes which the Club distributed on their behalf to all SAFC branches around the country to further improve communications. The Club provided a room, refreshments and catering for the meeting free of charge. One example of how this has strengthened the Club s relationship with supporters is that as a result of the SAFC Branch Liaison Committee raising the issue of the lack of supporter flags within the Stadium of Light, SAFC worked closely with the branches to co-fund a project, involving the design and production of banners depicting individual branches within the stadium. There are now over 30 permanent banners displayed within the Stadium of Light and there has been a great amount of positive feedback from our supporters as a result of this. The Club publicised its position on major policy issues in an easily digested format in the match day programme, Legion of Light magazine, SAFC 24-7 magazine, official website ( and other available media channels. The Public Relations Department ensured that all Club news and ticket information was issued to supporters quickly and accurately through a variety of communication channels. Direct communication channels included s to the Club s distribution list, mail outs to more than 70 supporters' association branches, the Club website, the information board outside of the ground, the ticket news hotline, and PA announcements and scoreboard messages on match days. Indirect communication was obtained with the help of the press as all news releases were issued to regional and national media for broadcast and publication. Broadcast and print adverts were taken where the Club felt that reinforcement was necessary. Supporters with internet facilities could also register on-line to receive the Black Cats Bulletin which was ed to all supporters at 12 noon every Friday. The Bulletin ensured that supporters received the very latest team news first, as well as keeping them up-to-date with other Club information, policies and issues. This season the Club continued to provide supporters with a direct route into the Club. SAFC publicised the address [email protected] as well as having feedback forms on its website through which supporters were able to the Club and receive a direct response from individual departments. All s were either responded to or acknowledged the same day. SUNDERLAND AFC SAFC regularly used leaflets and other printed material to communicate a wide range of information to supporters. Materials produced this season included: 302

310 Club Charter Reports 2001/02 Sunderland AFC SAFC Against Racism leaflets Show Racism the Red Card posters SAFC Social Behaviour Policy Park and Ride Leaflets Parking guides for home and visiting fans Maps and directions to the stadium and training ground Student Information SAFC Community Guide Sunderland PLC - share buying information Academy of Light Information SAFC Customer Charter A Stadium of Light Guide History of Sunderland AFC SAFC Foundation Information Fixtures Conference and Banqueting Brochures Specific leaflets about other points of interest about SAFC For the 2002/03 season we have introduced a Customer Service Information and Contact leaflet detailing how to contact the Club with a comment, complaint or suggestion. LOYALTY AND MEMBERSHIP This season we ran a loyalty scheme with respect to away ticketing there was no fee to join this scheme. We also ran a junior membership scheme called SAFC Membership cost 10 for one child, 18 for two children and 24 for three children. Children overseas can join for 14. Benefits included: Members certificate and membership card 24-7 quarterly members magazine special reduced priced ticket offers for juniors (minimum 3 per season) the chance to meet the players at special events the chance to be a mascot (Under 12s) the chance to be a ballboy/girl (Over 12s) reusable McDonald s Privilege card discounted entry to Metroland discount on all SAFC 24-7 holiday coaching schools 24-7 football boot bag 24-7 ripper wallet invites to special events discount on birthday parties at the Stadium of Light a members only section of the SAFC internet site invitations to special events for example last season members were invited to the NIKE beach football kit launch 303 SUNDERLAND AFC

311 Sunderland AFC Club Charter Reports 2001/02 COMMUNITY ACTIVITY BACKGROUND TO COMMUNITY PROGRAMME Sunderland AFC operates "SAFCommunity", a scheme which this year became part of the club's registered charity SAFC Foundation which was set-up in November It is estimated that Sunderland AFC have contributed in excess of 1 million, in the form of both in cash and in-kind support, over the past year to this scheme. This is far in excess of the percentage that Business in the Community advocates and is ahead of many of the country's top Plcs and businesses. SAFCommunity employs over 60 members of staff and operates in the core areas of education, health and grass roots coaching. The Community department continues to expand and this season visited on average 200 schools each week - more than double last year's figure. Our community department visits schools from Edinburgh down to Yorkshire and across to the Irish Sea. Three full time school teachers operated our Learning Through Football scheme and Study Support Centre during term time and the summer holidays. The Club had personal contact with over 300,000 people from a huge area of the North during the year. Sunderland AFC places its community operation at the heart of the Club. SAFCommunity has the following key objectives: Fighting social exclusion across the North East of England Focusing on children aged 5-12 Working in 6 defined regions across the North East region to address specific local requirements Pinpointing health, education and coaching as core activities Maximising links with appropriate external agencies and civil bodies Ensuring football is affordable and accessible to all, regardless of age, sex, ethnic origin or socio-demographic background COMMUNITY FOOTBALL COACHING The Sunderland AFC s community programme offers an extensive range of coaching services to schools both inside and outside of curriculum time. The scheme is part of the PFA scheme and draws its funding from sponsorship, grants and holiday courses as well as from the club itself. Coaching is available as follows: In school time After school (evenings) Saturday mornings (mini soccer centres) Holiday courses and residential SAFC s community coaching schemes operate equal opportunities policies and are targeted towards all children regardless of their age and ability. All children are encouraged to attend these courses regardless of their gender or race. SUNDERLAND AFC Over the past season a more proactive approach has been adopted to ensure that courses are also targeted specifically to reach children with special needs. As a result SAFC has held coaching courses in a number of special needs schools in the area and has visited these schools on a weekly basis. 304

312 Club Charter Reports 2001/02 Sunderland AFC Sunderland have started to develop ways to reach children from more ethnic minority groups and have tabled a proposal which will hopefully see SAFCommunity have a dedicated community co-ordinator in a disadvantaged area of Sunderland. Should this proposal be accepted by the City of Sunderland Council, it will provide the club with the opportunity to target a range of ethnic minority groups. SPECIAL INITIATIVES In November 2000 SAFCommunity launched the 'Shining Through Citizenship' initiative, in partnership with local councils and education authorities. The project aimed to improve levels of citizenship amongst the young people in the North East region by recognising the contribution pupils make to their school and local community. It also recognises the personal improvement of those who change direction or overcome diversity in responding to school and community values. There are three types of award: Personal Achievement Award, Good Citizen Award for contribution to School Life and Good Citizen Award for Community Life. Children are required to meet criteria such as taking responsibility, teamwork, improved attendance and academic achievements. Eager to capitalise on the success of last year's Shining Through programme in County Durham, this season the community department rolled out this initiative to schools in Sunderland. 430 schools in Sunderland and County Durham were given the opportunity to participate and more than 600 children were rewarded with a free match ticket and certificate. SAFC estimate that they have reached more than 140,000 school children. The Club enlisted the help of PlayStation 2, who became the official partner of the programme - 25 top performing schools were rewarded with a PlayStation 2 console for use in the social areas at the school. In 1999 Sunderland AFC joined forces with Sunderland City Council, Sunderland Health Authority and Priority Healthcare Wearside NHS Trust to form the SAFC Health Accord. This partnership uses the SAFC brand to promote key health-related messages. All coaches and teachers involved with SAFCommunity have been through an intensive six-week course of health issues, enabling them to discuss them with children, either in the classroom or whilst taking coaching sessions. The club s teachers and community coaches have continued to use this knowledge to educate children this season. In October 2001 Sunderland AFC, in conjunction with their health partners, launched an exciting initiative to promote good health and citizenship to children across the North East with their Star Cards project. 32 pocket size cards were produced for children to collect and contained educational information on drugs, alcohol and smoking, as well as healthy eating and bullying. The cards included quotes from Sunderland players and the aim was to provide children with sensible, realistic but hard-hitting information and advice. Each card features a picture of a player in action, the player's profile, and a positive message from the Black Cats star. For example, Kevin Phillips advice is to Eat healthy and enjoy life while Michael Gray encourages youngsters to Kick smoking into touch. The cards are distributed to children through the Club s community department. This season SAFCommunity continued its support of the Prince's Trust and on matchdays last season held two presentations on-pitch to volunteers in recognition of their contribution. 305 SUNDERLAND AFC

313 Sunderland AFC Club Charter Reports 2001/02 Activity within our Community Department this season has also seen seven members of staff awarded with a Prince s Trust Millennium Award. The award, presented in April 2002, was for SAFC s ground breaking Health Busters Scheme making the Club the first football club in Britain to be presented with this award. Community staff designed and piloted a football board game focusing on health issues. The staff are visiting approximately 100 schools in the north east region and are using this board game to deliver an hour long health awareness session. Sunderland AFC, in partnership with Gateshead College, launched an exciting new opportunity for talented young footballers in the North East to combine playing with education - The Tyne & Wear Men s Centre of Football Excellence. Developed in partnership with local authorities, local FA development schemes, local leagues and clubs and universities, the new centre builds on the success of the Tyne and Wear Women s Football Academy launched by SAFC and Gateshead College last year. From September 2002 it will provide opportunities for keen and talented footballers to improve their skills while at the same time achieving a valuable educational qualification. Under the overall guidance of SAFC, students will receive nine hours per week of specialist coaching from the Club s qualified coaches while also studying a full-time course at Gateshead College. High achievers will have the opportunity to coach, progress to a higher education course at university or ultimately, if they are good enough, to the professional game. The Club also runs a scheme called Drugs Education Through Football. All community coaches have attended a dedicated drugs education course in partnership with healthy living centres. This enables them to talk specifically about this topic to children either in the classroom or whilst taking coaching sessions, and focuses on areas of deprivation. WORK IN EDUCATION This year over ten thousand youngsters visited the Stadium of Light s Education Department. National Curriculum activities were undertaken using football themes and this year we have tailored the activities pupils undertake in line with national literacy and numeracy standards. The club's Learning Through Football educational package is renowned for being one of the largest in the country. This scheme continues to develop and expand year on year and now caters for children from the age of 4 to 18. Three full time teachers deliver our Learning Through Football and Study Support Programme. Two to three classes attend every day from all over the North East,Yorkshire, Cumbria and even as far as Scotland and Ireland. Over 10,000 children are involved annually as the programme continues to grow and develop. This is geared towards the study of a variety of curriculum areas such as literacy and numeracy and across a range of levels such as Key Stage 1 and 2, GCSE,A Level and GNVQ. The club has continued to offer their popular 'Light Infantry' classes this season for children in reception and year one. Alongside the educational packages these classes provide the children with a tour of the stadium, a training session with a SAFCommunity coach and a visit from the clubs mascot Samson. Demand for all 'Light Infantry' visits is extremely high with an 18 months waiting list. SUNDERLAND AFC Again the Club has continued to offer the opportunity for children in the 9-14 age range to study after school hours through the Playing for Success initiative, launched in April This scheme aims to improve levels in literacy, numeracy and ICT as well as help children to develop skills for 306

314 Club Charter Reports 2001/02 Sunderland AFC independent learning and improve motivation. Parents have demonstrated they have a very positive view of the programme. A typical response was "My child's confidence grew during her time at Study Support. She used her skills and learned to respect individuals, which I feel will benefit her, not only at school, but will also be something she will remember for a long time." This season the Club gave its support to Espresso Education who, in conjunction Sunderland Education Action Zone (EAZ), produced an educational CD Rom. The CD named Go On And Learn uses football as a stimulus and has been designed to help motivate pupils and improve literacy and numeracy in the 16 primary schools within Sunderland EAZ. Filmed at The Stadium of Light, the resource contains over 35 minutes of high-quality video footage including interviews with the team manager and ladies team coach. Football was chosen as the subject matter because of its ability to motivate the children in the area. Sunderland Football Club was chosen for its family ethos and Sunderland defender Darren Williams launched the scheme. Sunderland players continued to regularly attended the club s classroom during the year to meet the children who take part in the innovative Playing for Success Study Support Centre scheme and presented them with their specially designed certificates to celebrate their efforts. The Education Department again ran their Attendance Reward Initiative and this year extended the scheme to cover more than 2000 schools. Rewards were made available to children who had the best or most improved school attendance. Plans are already in place to continue this scheme. ENCOURAGING WOMEN S FOOTBALL The Club, through its community scheme, has continued to work to ensure that women are encouraged not only to watch football but also to participate. Since moving to the Stadium of Light Sunderland has been successful in attracting increasing numbers of women supporters to the ground and the club s percentage of women season ticket holders, which is currently over 20%, continues to rise. This success in the stands has been mirrored elsewhere. In three years, the club has gone from hosting one senior team in a regional league and occasional youth sides to a network of teams and coaching programmes encompassing: an Under 10s and Under 11s girls team Centres of Excellence for U12s, U14s and U16s - the only centres in the North East) Academy for Girls (age 16-18) at Gateshead College - this is the only Academy in Tyne & Wear) a squad of 36 senior players competing in the Premier League and Premier League Reserves section SAFC Women - the only side in the north East playing in the AXA Women s Premiership SAFC U10s and U11s girls - taking ground breaking strides by playing in the Russell Foster League, giving them the opportunity to play with boys which has never been done before. SAFC has continued to host girls only soccer courses in school holidays and recently appointed a fully qualified coach whose sole responsibility is the development of women s football. This includes carrying out girls only coaching sessions in schools and setting up 5-a-side school leagues. Sunderland AFC continued to operate its Women s Football Academy which was launched in April 2001 in partnership with Gateshead College. This Academy allows women footballers aged 16 to 19 in the north east to combine playing football with education. 307 SUNDERLAND AFC

315 Sunderland AFC Club Charter Reports 2001/02 SAFC FOUNDATION This season Sunderland AFC set up its own charity named SAFC Foundation which aims to increase the size of the Club's existing community activities benefiting over 350,000 young people, across the North of England (many from disadvantaged areas). It will expand the Club s football coaching initiatives taking them further afield and using them as a motivational tool. This will increase participation levels ensuring that all young people regardless of age, gender and ethnic origin are targeted. The Foundation also hopes to raise educational achievements through its contacts with primary and secondary schools throughout the region and further strengthen its relationship with the 13 Local Education Authorities. The extra funding generated by the Foundation will mean that more resources can be ploughed into this key area. An impressive board of trustees, all with strong links to Sunderland, has been appointed to oversee the Foundation and decide on how its money can be best utilised. The trustees are all high-achieving members of the community with a wealth of knowledge and experience across a variety of areas. They are: Lord Puttnam of Queensgate CBE, Sir Tim Rice, the Rt. Rev Michael Turnbull Bishop of Durham, Kate Adie OBE, Steve Cram MBE and Bob Murray Chairman of Sunderland AFC. CENTRE OF LIGHT Sunderland AFC further acknowledged the important role it has to play in the City and across the region by unveiling plans in October last year for a new expanded education and community centre. This Centre will allow the Club to extend its community programme to reach up to half a million youngsters in the region every year. The Club submitted a planning application for this state of the art facility, named the Centre of Light. The Centre is to be developed on two floors in the north west corner of the Stadium of Light. It will be for the sole use of the club s education and community teams enabling the Club's fulltime coaches and teachers to give yet more back to young supporters across the North East. The Centre will have three dedicated classrooms fully fitted with modern equipment, together with a range of facilities to serve the needs of the Club s full time teaching staff. The Centre will also provide a vital base for more than 60 coaching and administration staff. PLAYERS IN THE COMMUNITY The Club recognises the huge impact which can be made in people s lives through the personalities of the Club. This commitment is embedded throughout Sunderland AFC and strategically driven by the Board of Directors. Players are committed to carry out appearances. All requests for player appearances were logged on a central database and dealt with by the Public Relations Department. A fair spread of the community work throughout the squad was ensured by logging and monitoring the number of appearances made by the players and requiring that they all carry out a minimum number of community visits. Where possible, the younger players attended events with senior players. SUNDERLAND AFC For example, all the players took time out from training in December to give children in a local hospital a special Christmas treat. Manager Peter Reid officially opened the recently refurbished 308

316 Club Charter Reports 2001/02 Sunderland AFC Children s Wards at Sunderland Royal Hospital before a host of Sunderland players visited children and gave out Christmas gifts. MERCHANDISE All home replica strip designs have a minimum lifespan of two seasons and away kit one season. Our away kit becomes our third change kit in its second year. Both our home and away kits will change this summer (2002). Our away kit will change in summer 2003 but our home kit will not change again until summer The Club has always tried to actively communicate the launch date and lifespan of all replica strips via normal communication and media channels and its retail outlets. Both the home and away kits now also communicate the lifespan by the use of a swing ticket. Sunderland AFC undertook its obligations in relation to the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip. The Club offered refunds on merchandise in accordance with its legal obligations. STAFF Sunderland AFC implement the following policies and procedures for the benefit of employees and customers: Recruitment, Equal Opportunities, Sexual and Racial Harassment Policy Staff Handbook - including full details of all Club policies Stakeholder pension scheme now operational, giving access to a provider for all employees Comprehensive staff induction programme, detailing Health & Safety,Terms & Conditions, IT and Communications and a full stadium tour. Staff appraisal and personal development system throughout the Club identifying individual's performance and development. Training Needs Analysis which identifies training needs/requirements We regularly review staff training needs and encourage staff to highlight areas where training would be beneficial. All staff who interact with the public undertake customer care training and telephone techniques courses. Communications policy Retail Customer Care training programme Sports & Social Committee Club Stewards Handbook - detailing what is expected in relation to how customers should be treated. Stewards are trained in customer care and how to handle difficult situations. We regularly review staff training needs and encourage staff to highlight areas where training would be advantageous. Staff who interact with the public undertake customer care training and telephone technique courses. 309 SUNDERLAND AFC

317 Sunderland AFC Club Charter Reports 2001/02 SAFC value their employees and have recently appointed a dedicated Human Resources Manager and a Human Resources Administrator to consider the interests of all staff. CUSTOMER SERVICE The Club has continued to encourage customers to contact individual departments with queries and this year has also appointed a dedicated customer service executive. In the event a query/complaint is not dealt with promptly or satisfactorily customers are advised to write to the Communications Director, Lesley Callaghan. Complaints are summarised and reported to the SAFC Board on a monthly basis and circulated to senior management. Customer contact is considered to be of paramount importance. A central record was compiled quarterly by the Club and forwarded to the Premier League. Sunderland AFC has recently introduced a new telephone system throughout the Club. This telephone system has enabled huge improvements in customer service as call waiting times have been reduced. This is especially visible in the ticket office where the new system has virtually eliminated call-waiting times. The new system now allows calls coming into the ticket office to be automatically diverted to an overflow call centre which can sell tickets on a real time basis. CHARITABLE DONATIONS Sunderland AFC has continued to support a large number and wide range of charitable organizations. In the 2001/02 season Sunderland AFC sent out over 10,000 items many of which had been personally signed by SAFC players, including limited edition prints, shirts, balls, greeting cards of varying nature (congratulations, birthday etc), match programmes, player cards, player autograph cards and other merchandise. Sunderland players attended charity and community events on a regular basis and allowed some charities to use their name and the Sunderland AFC brand to endorse their activities. On 14 May 2002 Sunderland AFC staged a benefit match for Sunderland and Republic of Ireland striker Niall Quinn at the Stadium of Light with all proceeds from the match being donated to charity. Niall Quinn selected the two charities who would benefit: Sunderland Royal Hospital and Our Lady s Children s Hospital in Crumlin, Dublin and was successful in achieving his target of 1million. The Sunderland v. Republic of Ireland match was not a testimonial but rather a benefit match for Niall Quinn to celebrate his international career. It was a unique event as it was the first time any player had committed to donate 100% of the money raised from a benefit match to charity. Whilst this was a tremendously generous act by Niall Quinn, it also required a significant investment of club staff's time and effort to achieve this target figure. SUNDERLAND AFC Sunderland Football Club was deeply moved by the devastating terrorist attacks which took place in New York and Washington on 11 September In response the club released all remaining tickets for their match against Tottenham Hotspur on Wednesday 19th September and 310

318 Club Charter Reports 2001/02 Sunderland AFC asked supporters to make a minimum 7.50 donation for each ticket instead of the usual cover price. The Club pledged that the total proceeds raised from the sale of all remaining tickets would be donated to the British Foreign Office Appeal for the victims and families of the victims and bereaved of this tragedy. Fans helped the club to raise thousands of pounds and the Club supplemented this figure. Sunderland Chairman Bob Murray presented a cheque for the sum of 50,000 ($70,260) to Dan Sreebny, Minister Counsellor for Public Affairs from the American Embassy at half time at the Sunderland verses Manchester United match. The Club once again demonstrated their support for many national appeals such as BBC Children in Need Appeal by donating a VIP package for the club s home fixture against West Ham United on Saturday 1 December On Monday 13 May 2002, following on from the success of the previous year s event, Sunderland once again offered supporters a chance to play on their idols' hallowed turf to raise funds for Football Aid - a charity supporting youngsters with diabetes. Sunderland hosted two matches at the Stadium of Light with all proceeds ( 9,779), being divided between Football Aid s chosen charity,the F.A. Premier League s nominated charity and the SAFC Foundation. SAFC again also granted access to the Stadium of Light to outside organisations to carry out match day charity collections. Sunderland AFC underpinned its commitment to give support back to the North of England with the launch of its own registered charity the SAFC Foundation. TACKLING RACISM Sunderland Football Club believes that everyone has the right to attend football matches in a safe and friendly environment. The Club is committed to welcoming all members of the community and has a social behaviour and anti-racism policy which is presented in leaflet and poster format. This policy clearly outlines how incidents of racism are dealt with and gives advice on how to report this type of incident. To further underline Sunderland AFC s policy of zero tolerance to racism and anti-social behaviour the Club has this year launched a dedicated anti-racism hotline: The number, which is a free phone line, has been launched to give supporters the opportunity to call the Club confidentially to report any incidents of racist behaviour or chanting. There is also an out-of-hours answering service which is checked daily and all calls are handled immediately. To support the launch of the hotline the Club staged a day of anti-racism initiatives at its home match against Leicester City on Monday 1 April and joined forces with local organisation Sunderland Fans Against Racism to promote this. Activities on the day included the handing out of leaflets and posters to fans before the match, both teams warming up wearing Kick It Out t- shirts and proactive stewarding by the Club s 300 strong team of trained stewards. Extra crowd-facing perimeter boards displaying the new Hotline number were also in place for the match, in addition to the two Kick It Out boards that the Club already provides. 311 SUNDERLAND AFC

319 Sunderland AFC Club Charter Reports 2001/02 The anti racism day in April was the second anti-racism event at the Stadium of Light during the 2001/02 season. The Club s high profile match against Manchester United in October 2001 was also an anti-racism match with both teams warming up wearing kick It out t-shirts and posing for team photos with the Kick It Out boards. Scoreboard and PA messages are played at every home game. The first team players and manager Peter Reid have recorded anti-racism messages, which continue to be played prior to every fixture at the Stadium of Light. Dealing with racism is an ongoing part of our stewards' training programme encouraging them to be proactive in dealing with cases of racist abuse and chanting in the stadium. As a result of the Club s ongoing work to promote anti racism initiatives and to encourage fans to help eradicate the problem from the Stadium of Light, we have received 12 reports of racist abuse. Three season tickets were confiscated and one undercover operation was carried out with all evidence being passed on to the police. The Club is continuing to work with Kick It Out and supporters groups including Sunderland Fans Against Racism and groups such as the Unity Organisation. Ongoing initiatives which are already planned include joint briefing and training sessions for stewards and further leafleting of both home and away matches. For the 2002/03 season we will be producing a poster and team photograph in conjunction with Kick It Out which will be distributed amongst schools and community groups through the Club's community scheme. The Club also took part in a number of ethnic events such as the Sunderland Asian Mela in July 2002 and offered coaching courses for children and prizes including match tickets and stadium tours. SUNDERLAND AFC 312

320 Customer Charter 2001/02 Tottenham Hotspur TOTTENHAM HOTSPUR FOOTBALL CLUB CUSTOMER CHARTER 1. TICKET SALES 1.1 The Club continues to strive for wider access to matches by offering: TOTTENHAM HOTSPUR a broad range of ticket prices; at least 25% of tickets to each game to non-season ticket holders; concessions for junior members, senior citizen members, spectators with a restricted view of the pitch and disabled supporters and their carers; an area of the Members North Stand (with an additional area reserved in the East Stand) for the exclusive use of family groups and junior supporters; support for disabled supporters and their carers including separate entrance into and out of the ground, own catering and toilet facilities and use of a lift where required. A Disabled Co-ordinator has been specifically appointed to facilitate disabled supporters requirements and needs and can be contacted on between 10.00am and 6.00pm Monday to Friday; free admission to replays of abandoned games. 1.2 Tickets for Cup Competitions are priced in accordance with the tariff set for League games, and are allocated in identical fashion. 1.3 The Club does not offer refunds in respect of sales of season tickets and/or individual match tickets. However, in exceptional circumstances, the Club will consider offering refunds to season ticket holders. 1.4 The Club's supporters are allocated tickets for away matches through a loyalty scheme based on away match attendance. The Club also runs an away season ticket scheme for supporters who can pre-purchase match tickets for all away League matches.a proportion of away tickets may be reserved for Corporate Hospitality use.the costs of the tickets and any concessions are determined by the away club. 2. AWAY CLUB SUPPORTERS 2.1 The Club charges the same admission prices to supporters of a visiting club as it charges it's own supporters for comparable seating in the South Stand and offers concessions to junior and senior citizen away supporters. 2.2 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs. 313

321 Tottenham Hotspur Customer Charter 2001/02 TOTTENHAM HOTSPUR 3. LOYALTY AND MEMBERSHIP The Club runs a membership scheme with many benefits including priority bookings, discounts on normal match ticket prices, merchandise and stadium tours. Supporters who renew their membership by 1st June receive a discount on the standard membership fee. Full details and membership forms available on or the Members office. 4. CONSULTATION AND INFORMATION 4.1 The Club consults supporters on a regular basis and invites constructive comment through football forums, and other official publications as well as through the FAPL s annual fans survey and supporters panels. 4.2 The Club publicises its position on major policy issues on its official publications and interim/annual reports to shareholders. 4.3 The Club has and continues to develop ways to consult with its shareholders, sponsors, the local authority and other interested parties. 4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. 4.5 The Club undertakes research on the design and number of new Strips together with its kit manufacturer. 5. COMMUNITY ACTIVITY The Club undertakes considerable and varied community activity through its Football in the Community Scheme. The Club organises courses at the Stadium and Training Ground for children of mixed abilities between the ages of six to thirteen to enhance their knowledge of the game in a fun, friendly and safe environment. The Club further visits schools in and around the local area to offer coaching, allowing children of all standards opportunities they may not normally have. Generally, the Club strives to reach all areas of its local community young and old, male and female, able and disabled not just in relation to football activities but to show the Club recognises the responsibilities it has as an integral part of the area in which they and the Club live and work. 6. MERCHANDISE 6.1 Under the current kit manufacturing contract all home replica Strip designs have a life span of two seasons and the away Strip designs have a life span of one season. 6.2 The Club provides swing tickets attached to replica Strip stating its launch date 6.3 Details of the next intended change of replica Strip are available from or upon request from the Club s retail outlets. 6.4 The Club has always carried out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip and will continue to comply. 314

322 Customer Charter 2001/02 Tottenham Hotspur 6.5 The Club offers refunds on merchandise if requested within a reasonable time subject to proof of purchase. 7. STAFF CONDUCT 7.1 The Club is an equal opportunities employer and all applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. TOTTENHAM HOTSPUR 7.2 The Club expects its employees to deal with the public courteously. 8. CUSTOMER SERVICE 8.1 The Club acknowledges all complaints received from customers immediately and promised to investigate and respond fully within 10 working days. 8.2 The Club encourages customers to contact the Manager of the department relevant to their query. 8.3 Hester Stuart, Marketing Services Manager, co-ordinates Customer Care and the Customer Charter. 315

323 Tottenham Hotspur Customer Charter 2001/02 TOTTENHAM HOTSPUR 316

324 Club Charter Reports 2001/02 Tottenham Hotspur TOTTENHAM HOTSPUR FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report reflects our work in relation to our 2001/02 Charter and to the agreed recommendations of the Football Task Force of Our Charter is available on our website and on request from the Club. TOTTENHAM HOTSPUR TICKET SALES The Club developed wider access to matches in a number of ways. In particular, we broadened our range of ticket prices: Games were split into two price bands, Standard and Premier, with the Premier games being those against Arsenal, Chelsea, Fulham, Leeds United, Liverpool, Manchester United and West Ham United. Adult ticket prices ranged from 22 to 55, with seats for children costing between 11 for Standard games and 14 for Premier games. There were a number of seats in the East Stand with a restricted view of the pitch and these were offered with discounts of between 3 and 5. More than 41% of our capacity was available to non-season ticket holders: within a total capacity of 36,238 we sold 21,352 season tickets. Tickets were offered to junior and senior citizen members at a concessionary rate of 50% in all of the North Stand. The North Stand is a family stand where family groups and juniors who are Members can purchase their seats. We also designated six games per season as "Family Matches" to enable more children to attend. For every adult ticket purchased, two child tickets could be bought at half-price. Supporters in wheelchairs were offered tickets at 22 for Standard games and 27 for Premier games. This season we introduced a new policy of not allowing smoking during play in all stands (seating and concourse areas). Following a recent poll on our website, we have decided to introduce two areas which will be completely no smoking from next season. No games were abandoned. The referee called off our game against Bolton Wanderers 30 minutes before kick-off due to adverse weather conditions. Refunds were offered in exceptional circumstances but all tickets were valid for the re-arranged game and if supporters could not make the new date, they were offered tickets for another game which was of the same value. Disabled Facilities The disabled co-ordinator could be contacted Monday to Friday on telephone: or fax: We also employed two full-time members of staff who could use sign language. We provided 49 spaces for wheelchair users and 18 seats for ambulant disabled fans, each with a seat for a personal assistant. 317

325 Tottenham Hotspur Club Charter Reports 2001/02 TOTTENHAM HOTSPUR This season saw the number of disabled season ticket holders increase to 98. In response for the new 2002/03 season, Shirley Osborn is our new named contact for supporters with disabilities and can be contacted Monday to Friday on or Up to 10 wheelchair spaces were allocated for away fans in front of their own supporters and these were allocated to supporters by the visiting Club. All spaces were covered and dedicated refreshment facilities with lowered counters were provided for all supporters in wheelchairs. Three of our stewards have been trained in sign-language. Visually impaired supporters could access commentary from any part of the stadium via a beam system. Supporters booked headphones in advance, and stewards brought the headphones to the supporters in their seats. Six headphone sets were available and another six have been ordered for next season. The ticket office used a talk type system for fans who were hard of hearing. Car parking was available for supporters in nearby schools on a first come first served basis and we arranged two drop off points for those in wheelchairs. Stewards were then on hand to assist supporters in to the stadium. The car parks were operated by the schools who charged a nominal fee. Coach companies carrying disabled supporters to away matches provided wheelchair lifts. Cup Ticket Prices When we played Tranmere Rovers in the 5th round of the FA Cup we reduced our prices to 30 for adults and 15 for children in the East and West stands and 20 for adults and 10 for children in the North and South stands. This game and our 4th round FA Cup match against Bolton Wanderers were designated family games where special family concessions were offered. Refunds were offered in exceptional circumstances. AWAY CLUB SUPPORTERS This season, as a result of feedback from supporters, we introduced a new loyalty scheme for away supporters. We charged the visiting supporters the same prices as home supporters for comparable accommodation. Concessions were offered to juniors and seniors of both home and away supporters. 3,000 tickets were offered to visiting Clubs in accordance with the Premier League Rulebook. MEMBERSHIP Details of all membership schemes were available in leaflet form and on our website. 318

326 Club Charter Reports 2001/02 Tottenham Hotspur CONSULTATION AND INFORMATION This season our main focus was on improving our relationship with our supporter base. We began to involve the fans more in shaping future policies through meetings with supporter groups, comprehensive operational reviews, surveys and polls. TOTTENHAM HOTSPUR Meetings with Supporters We met with the Tottenham Hotspur Supporters Trust on: 31 January April May July 2002 Our F.A. Premier League supporter panel took place on 2nd March Topics covered included merchandising, sponsors, catering and Club communication. Ticket Office Reviews The Tottenham Hotspur Supporters Trust conducted a review of our ticket operations. We then appointed Deloitte Consulting to carry out a comprehensive independent Ticket Office Review. Following the two reports, we made a number of key changes. We created a loyalty scheme, subcontracted call centres to help during busy periods, and installed an on-line reservations system to help with the volume of calls. We are currently compiling a Ticket Charter to ensure that supporters are aware of our policies. Catering Feedback We ran an open-ended poll on our website, inviting fans to write in with any comments or suggestions. As a result, our Catering Services Manager is working closely with the caterers to: Structure staff training sessions Have more senior managers on site Increase stock levels Erect shelving around the service areas (for fans to rest their purchases) Change the product lines to improve the range and quality Disabled Supporters Poll This season we wrote to every disabled supporter on our database to ask their opinion on our facilities and find out if they wanted to form a Disabled Supporters Association. The two main issues were the demand for on-site match day parking (which we are currently trying to source for next season) and an agreement that a number of fans do want to form a Disabled Supporters Association. Website Design Poll We conducted a website design poll to enable the fans to tell us how they would like us to improve our website, and as a result we received over 100 useful responses. Two main concerns were raised; the download time of our website, and the speed with which the site was updated. We tackled both these issues by launching a brand new website on 25 July which has a faster down load time and clearer links to our information. 319

327 Tottenham Hotspur Club Charter Reports 2001/02 TOTTENHAM HOTSPUR COMMUNITY ACTIVITY Charities Policy Our policy with regard to charities was to offer support to local registered charities and causes where possible. We are considering nominating several charities for the coming season. We also offer facilities and match tickets to children in local hospitals; for example if an executive box was free, we offered the places to children from the local burns unit. On 2 June we hosted a Variety Club of Great Britain fundraising World Cup Breakfast at White Hart Lane. On Thursday 16 May we provided a free room for the Legends of 66 Lunch' in aid of The Orchid Cancer Appeal. Members of the 1966 World Cup winning team and guests of honour attended. Rather than encourage player visits to community groups or schools, we arranged for events to take place at the training ground. This meant that children could meet the players in a safe and controlled environment and priority for this was given to local charities and schools. Football Aid This season a total of 49,900 was raised over the course of two Football Aid events held at White Hart Lane. A total of 31 Tottenham supporters paid to play at White Hart Lane in a specially arranged game, with Gary Mabbutt and Martin Chivers captaining the teams. In addition to this, box holders and corporate guests came to a social event attended by many of the senior squad and legends from the past including Club President Bill Nicholson. At the event we held an open-bid auction of items such as a training day with the team, a holiday, and a signed shirt to help to raise the money for Football Aid. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nationwide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start-up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. The Club has formed a partnership with Haringey Youth Service, who deliver The Prince s Trust Volunteers Programme in the Tottenham area. The Programme is a twelve week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 Volunteers and is led by a full-time Team Leader. 320

328 Club Charter Reports 2001/02 Tottenham Hotspur During the last year the Club has supported over 40 young people on 3 teams of volunteers. Our objective has been to help raise the profile of the Volunteers Programme amongst young people in the Tottenham area, and to contribute to the delivery of challenging and high quality programmes. Examples of support provided by the Club included: Stadium tours for each team supported by the club Use of the study support centre for job searching using the internet Signed shirts for each team supported by the club A venue for each team s final team presentation, including catering Editorials and adverts in match day programmes Use of the club s logo on promotional literature, invitations etc Match tickets when available TOTTENHAM HOTSPUR During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included organising a series of activities for MENCAP including a trip to the cinema, bowling and organising lunch. Another team s project involved rejuvenating a local school garden. To accomplish these projects the teams had to raise the funds and carry out the work themselves. Fundraising activities including raffling the signed shirts given to them by the club, sponsored bike rides and walks, organising a car park facility for the club for which supporters were charged an entrance fee. Community projects are an important component of the programme with each team member contributing as much as 1,000 worth of work back into the community. The percentage of volunteers, who went on to employment, further education or training after completing their programmes in the London area was 70%, matching the national average. Tottenham Hotspur was one of two football clubs who supported Rotary Watches and The Trust s Turn Your Life Around Campaign. Glenn Hoddle, Teddy Sheringham and many other players at the club showed that their skills extended beyond the pitch by painting plates, which were then auctioned raising nearly 9,000 for The Trust. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and more than 40 football clubs including Tottenham Hotspur are committed to supporting the work of The Prince s Trust next season. FOOTBALL IN THE COMMUNITY (FITC) Our FITC team ran a variety of community based programmes: Haringey Regeneration Projects These were curriculum-based projects funded by the Single Regeneration Budget. A total of 1,440 boys and girls from 4 Primary Schools took part for 14 hours per week, 39 weeks of the year Children were given football coaching in basic skills to develop their confidence and boost their self-esteem. New Deal for Community Project This project involved 1,920 children from 6 Primary Schools, for 12 hours per week, 39 weeks of the year. Children were given basic football coaching, including ball skills and team skills, to help build confidence and self-esteem. There was a broad ethnic mix of children taking part in the project. 321

329 Tottenham Hotspur Club Charter Reports 2001/02 TOTTENHAM HOTSPUR Disability Programme in Haringey Sponsored by Barclaycard, the aim of this programme was to encourage children through participation and inclusion in sport. An educational programme ran along side the coaching at each school. The programme ran all year, once a week, every afternoon. Every two weeks the children would come to the Club and participate in our maths trail, after which all disability groups came together and played a tournament. Maths Trail Education Programme This aims to improve maths skills in children utilizing the resources of the football club. Children were invited to complete maths tasks around the stadium. 20 schools from Haringey and Enfield took part for two hours a week for 5 weeks and the programme also included football coaching. Tournaments with McDonald's, C.I.S. and Railtrack The tournaments operated as an incentive for children to perform well at school. Children from 14 local Haringey schools were selected by their teachers to take part as a reward for their achievements. Peace Week We brought together teams from all the local schools, community groups, churches, and police to play in a tournament. As the children came from a variety of backgrounds, it served to break down barriers between multi-ethnic groups. We hosted the event in our ball court with 100 children taking part each day for five days. Peace Week was funded by Railtrack. Holiday Courses School holiday coaching courses were held at several venues across North London, Hertfordshire and Essex for children aged A total of 56 courses were held with an overall annual attendance of approximately 2,240 children. The children were taught football skills and play mini competitions in a fun environment. Tackling Trouble Together Tackling Trouble Together, a joint initiative with the local police force and backed by Haringey Council, was launched in The aim of the initiative was to introduce a zero tolerance policy in tackling racism at the ground and to work together to address crime and abusive behaviour. The Club produced anti-racism articles in their matchday programme, made announcements on the large jumbotron screens and PA system and gave out stickers to supporters at the ground. The following list contains estimated numbers of the youngsters who have taken part in Tottenham Hotspur s community programme and may have been at risk of offending. 322

330 Club Charter Reports 2001/02 Tottenham Hotspur PROJECTS NO. OF VISITS BY CHILDREN PER YEAR Holiday courses per 56 2,240 year Curriculum 15 schools all year 5,400 Curriculum 30 schools 6 weeks 3,600 After school 20 schools 900 Tournament 20 x 60 children each 600 Evening Courses 18 weeks x 3 nights 800 Youth Centres 7 centres x 4 weeks x 2 nights 1,500 Saturday clubs 150 Total 15,190 TOTTENHAM HOTSPUR In addition to this, we recorded 7,020 Training Club visits by youngsters to Tottenham s indoor ball court and 7,000 youngsters viewed games at the Club when we provided them with free tickets to F.A.Youth Cup, Premier League, and Worthington Cup matches. 5,000 free tickets to Cup Games were given to children from the local community. Study Support Centre This season saw the opening of our new Study Support Centre in September So far 300 Haringey students from 18 local schools have benefited from the programme and a further 250 children have used the centre for workshops. The centre is funded in partnership with the Department for Education & Skills, and Haringey LEA and is located inside the stadium. It contains a state of the art Information and Communications Technology suite complete with an interactive whiteboard purchased with a grant from the Neighbourhood Renewal Fund. In addition to the mainstream study activities, all students were given a tour of the ground and most attended a Premiership match free of charge. ELIMINATING RACISM On 13 April 2002 we ran an article headed Spurs Against Racism in our match day programme, which included giving the Crime Stoppers telephone number for fans to report offences. During the 2001/02 season there were five incidents of racial abuse as follows: - Two v Middlesbrough - Racist chanting police cases were discontinued - One v Arsenal - Racially Aggravated Behaviour one person charged, ongoing - Two v Leicester City - Racially Aggravated Behaviour - two persons charged, ongoing We also promoted the Kick It Out! hotline in our match day programme and produced a team poster in conjunction with Show Racism the Red Card. MERCHANDISE Both our home and away kits changed this season with the introduction of our new sponsors. We gave notice of this to supporters in April 2002 on the website and in the match day programme. The change had been clearly indicated in advance, with swing tickets detailing the life-span of the kits. 323

331 Tottenham Hotspur Club Charter Reports 2001/02 TOTTENHAM HOTSPUR STAFF CONDUCT The Club is committed to equal opportunities in employment regardless of colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. The Club expects and requires all staff to conduct themselves in accordance with the highest standards. Our Club review included a full review of all feedback about staff conduct and we will continue to train our staff to treat customers and each other with respect. CUSTOMER SERVICE The Club encouraged fans to write directly to the Manager of the department relevant to their query. Complaints about Club issues and policies were directed to Hester Stuart, Marketing Services Manager, who oversaw our Customer Care Strategy. All complainants received a response within 10 working days. Responses to issues common to a number of supporters were put up on our website so fans could read a quick response. Next season we are installing a new CRM system, which will enhance our ability to track problems and monitor our progress in dealing with complaints. A quarterly report of all complaints against our Charter was produced for the Premier League. 324

332 Customer Charter 2001/02 West Ham United WEST HAM UNITED FOOTBALL CLUB CUSTOMER CHARTER ACCESSIBILITY West Ham United will continue to strive for increased access to matches and is redeveloping the stadium to facilitate this. The Club will endeavour to offer a broad range of ticket prices. The increased capacity of the stadium will enable us to increase our corporate hospitality packages and we will envisage being able to charge other customers less for their tickets. When setting match ticket prices for a particular season it is and will remain a priority of West Ham United to ensure that the supporter has available to him/her a set of prices as broad as possible to choose from. This will improve with the provision of extra seats when the stadium redevelopment is completed. WEST HAM UNITED West Ham United do not currently cap the number of season tickets available for purchase at Upton Park, however the Club will ensure that a minimum of 5% of our overall capacity is made available to non season ticket holders to purchase on a match to match basis. Senior citizen rate concession tickets are available to those supporters over the age of 65. Two levels of concessions are given to those supporters under the age of 16, members of our Junior Hammers club are given the greatest reduction in the cost of a match ticket, however reductions are still given in all areas for non member under 16s. West Ham United will continue, as we do at present, to offer a reduction on the cost of those seats offering a restricted view, which have decreased in number again, our situation will improve with the completion of the new stand. Supporters wishing to sit within our family seating area can only do so on the provision that they are accompanied by a minimum of one under 16 per two adults/senior citizens. For the opening of season 2001/02 the club shall be able to offer a maximum of 52 wheelchair positions and 52 carer seats. On completion of the ground re development the number of wheelchair and carer positions will increase to 61. The number of seats currently assigned to ambulant supporters is 104, this is split between ambulant supporters and his/her carer. Should, however the supporter wish to sit outside of this area and feels they can do so without assistance then tickets will be offered subject to availability in all other areas. Match tickets are charged at per Wheelchair/Ambulant space and complimentary for the helper. Should a match be abandoned for any reason, as explained in our Terms and Conditions, that ticket shall remain valid for rearranged fixture. In the event of a fixture being abandoned after spectators have been admitted to the ground but before kick-off, the holder of that ticket will be given free admission to the rearranged match. Should the fixture be abandoned after kick-off, the holder of that ticket will be given first option to purchase a ticket for the rearranged fixture at half price. 325

333 West Ham United Customer Charter 2001/02 West Ham United have, over the past few seasons, offered the facility of purchasing a season ticket with payment in instalments over a set period. Whilst not the cheapest our rates are competitive at a High Street level. It is our intention to continue to offer this service and at an affordable rate. WEST HAM UNITED West Ham United will from season 2001/02 have three categories of premiership matches. As well as using the existing A and B categories we shall introduce our popular kids for a quid scheme. For three matches all children under 16 will be able to purchase in advance a match ticket for any area in the ground (subject to availability). Adults will pay the same prices as per a category B fixture. Supporters purchasing match tickets must adhere to the Term & Conditions shown on the reverse of the match ticket. Any supporter returning a match ticket 24 hours before the date of that particular fixture will have the full ticket cost refunded to them. Tickets returned after the date of the match will be dealt with at the Club s discretion. Any returned tickets will be made available for re-sale (subject to Police approval). AWAY SUPPORT Ticket priority is given firstly to Debenture holders. We have introduce from season 2001/02 a loyalty scheme for our season ticket holders, this ensures that those supporters that travel away the most frequently gain priority. Should tickets remain after sales to the above club members and then the general public are given the opportunity to apply. Those supporters following their team to Upton Park are charged the same as our own supporters sitting opposite in the equivalent position. This will remain to be the case should we choose to relocate away supporters. We also offer the away team concessions to all their supporters under the age of 16 and of senior citizen status. Due to the continuing re development of the ground, dispensation has been granted for season 2001/02 to allocate visiting teams a maximum allocation of 2,534. This situation will be reviewed at the end of the season. Our intention is to allocate the full 10% of our capacity as soon as the overall re development is complete. LOYALTY AND MEMBERSHIP As explained previously above we now offer a loyalty scheme to our season ticket holders when purchasing away match tickets. Tickets for home matches are offered first to our season ticket holders, then should tickets remain, tickets are released to non members. Our aim with home and away tickets is to ensure that priority is given to the most loyal supporters. CONSULTATION AND INFORMATION West Ham United consults supporters via local forums, via the F.A. Premier League annual supporter panels and via suggestions from the general public. The Club also take part in the Premier League Fan Survey each season. West Ham United regularly includes articles on major policy issues in its matchday programme and monthly magazine, as well as in the Upton park News, which is usually published prior to the start of each season. 326

334 Customer Charter 2001/02 West Ham United West Ham United will continue to consult with the various factions of it s supporters via the above and also with the Police and local authority via planning and safety issues. Information on tickets and their availability will be made available through our Club publications, Matchday Programme, Hammers New together with local press / radio and the Club s own Website. Should we need to make changes to any dates or selling arrangements already advertised, it is through the above channels that these would be announced. West Ham United will, on a continuous basis, carry out market research as to supporters views on both frequency of change of strip and its design. COMMUNITY ACTIVITY West Ham United has a thriving community scheme which encompasses not only local schools but also runs a study support centre for both school children and adults. WEST HAM UNITED The Club is also involved with the Asians in Football project together with after school clubs. West Ham United has recently established a link with Railtrack to promote safety on the railway network and is also involved with soccer schools. MERCHANDISE West Ham United will, on a continuous basis, carry out market research as to supporters view on both frequency of change of strip and its design. West Ham United will commit to clearly advertise the life span of strips, detailing the intended next change. Swing tickets will also be attached to each garment containing the above information. It is the Clubs policy to retain its home strip for a minimum period of two years, whilst the away strip is, at this moment in time changed annually. West Ham United will carry out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of its replica strip and will ensure that standard clauses are included within any licence agreement with the manufacturer chosen to produce the replica strip. West Ham United will, at the request of the Directors of Fair Trading, make any information available to satisfy him that the Club is acting within the rules as detailed in the premier League Rulebook. STAFF CONDUCT West Ham United expects and requires all Club members to conduct themselves in accordance with the highest ethical standards. Club members are expected to maintain these standard on or off Club premises. All Club members, supporters and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contract, irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. West Ham United are committed to meet the demands of spectator comfort and safety and the demands of team building under the umbrella of a secure financial base. 327

335 West Ham United Customer Charter 2001/02 CUSTOMER SERVICE It is West Ham United's mission to respond to any contact from a customer within a maximum of seven days where possible provided that the relevant person is available. The Club respond by means of either telephone, , fax or letter, dependent on the nature of the request or complaint and also dependent on what research is required to satisfy the customer's complaint. WEST HAM UNITED Straightforward issues would be dealt with by the department concerned, but should a more detailed response be required this will be dealt with by either the Chairman, Managing Director, Team Manager or Secretary individual or collectively as required. Mr Paul Aldridge, Managing Director, has overall responsibility for Customer Service. 328

336 Club Charter Reports 2001/02 West Ham United WEST HAM UNITED FOOTBALL CLUB ANNUAL CHARTER REPORT 2001/02 This report reflects our work in relation to our Customer Charter and to the Football Task Force Recommendations. The West Ham United Charter is available on our website at and on request from the Club. ACCESSIBILITY This season our focus was on providing better facilities and improving accessibility to the stadium. We undertook some major redevelopment work with the building of our new West Stand, providing improved seating, a larger family area and significantly fewer restricted view seats. In particular, seating for disabled fans was improved, with more viewing areas at both upper and lower levels. WEST HAM UNITED For the 2001/02 season we offered 5 categories of prices according to the quality of the seat and view of the pitch. Seats in the wings and corners of the stand were available at lower prices than those in the centre of the stand. Games were also categorised as A & B matches according to the opposition. There were 6 A games and 13 B games. Our adult prices ranged from 26 to 46 for adults, 13 to 25 for under 16s, non-members, students and senior citizens and 6.50 to 25 for Junior Hammers. Season ticket prices ranged from 435 to 655 for adults, 220 to 330 for students and senior citizens and 110 to 165 for under 16s. At the start of the season we had a capacity of 26,000 and 15,500 season ticket holders. Once our redevelopment was completed our capacity was increased to 36,500 and by the end of the season we had 17,500 season ticket holders. This meant that we were able to offer between approximately 40% and 50% of our tickets for match day sale. Our family area had a capacity of 1,800 at the start of the season and was increased to 2,130 by the end of the season. The area is designated as family only seating and concessionary tickets were also available in all areas of the stadium for juniors, senior citizens and students. Seats with a restricted view were offered with a 15% discount. Our redevelopment has meant a significant decrease in the number of restricted views in the stadium, to only 100 seats. No matches were abandoned. Season ticket holders were given the option of paying by instalment via our Associates plan at an APR of 19.6%. Three kids for a quid games took place this season, against Middlesbrough, Blackburn Rovers and Leicester City. FACILITIES FOR DISABLED SUPPORTERS Gina Allen worked in the ticket office as our disability co-ordinator, dealing with all enquiries from disabled supporters about car parking, ticketing and other facilities. Gina could be contacted during normal office hours on or at [email protected] and full details of all our facilities were available on our website. 329

337 West Ham United Club Charter Reports 2001/02 At the start of the season we were able to provide 52 wheelchair positions and 52 seats for personal assistants. By November we were able to provide 119 wheelchair positions and 119 seats for personal assistants, broken down as follows: WEST HAM UNITED Dr Martens Lower pitch 40 and 30 ambulant Level2 12 Dr Martens Upper (L4) 8 and 10 ambulant Bobby Moore Lower 28 Level 2 8 Upper tier 6 Centenary Lower (Pitch) 11 Upper 6 We also provided another 102 seats for ambulant disabled supporters and their assistants. Ambulant disabled supporters were also offered seats in other areas of the stadium if they so wished. Disabled supporters paid 15 for their tickets (or 270 for a season ticket) and their carers were admitted free of charge. Commentary was provided for visually impaired fans for each home match through microport headsets from any part of the ground. Fully accessible toilet facilities were available in each of the stands where there was a dedicated disabled area. During our redevelopment no parking was available within the ground complex. 11 spaces will made available in Car Park A in Green Street for season 2002/03 when the development will be complete. The Club's Superstore, situated in Green Street, is fully accessible. AWAY SUPPORT For West Ham s away matches, priority was given to those supporters who attended the most matches through our loyalty scheme. At Upton Park, 2,534 seats were offered to visiting teams. Due to the redevelopment of our ground dispensation was given by the Premier League for this arrangement and the allocation will be increased for next season. Visiting supporters sat in the Centenary Stand and were charged exactly the same prices (including concessions and the Kids for a Quid scheme) as home supporters in the same stand. CONSULTATION AND INFORMATION We held a supporter panel on 20 April 2002.The meeting was facilitated by the Premier League and covered topics such as the level of customer service we provide, their view on smoking at the ground and transport on match days. Bondholders meetings were held monthly and a representative from the Club was always in attendance to listen to their views. Every quarter the Managing Director was present to answer any questions on the Club. 330

338 Club Charter Reports 2001/02 West Ham United We also have a close relationship with the West Ham United Supporters Club and consult with them frequently on an ad hoc basis. INVESTING IN THE COMMUNITY WEST HAM UNITED COMMUNITY SCHEME The West Ham United Football Community Scheme provides coaching and educational activities for children and young people in the local community. In particular it targets under-represented groups such as young people, the elderly, black, Asian and disabled people. West Ham United Community Scheme and Railtrack have agreed and implemented a sponsorship deal worth 140,000 over a 3-year period, 50,000 of which is from Sportsmatch. Railtrack s financial support has enabled the department to expand in the Tower Hamlets, Newham, Basildon,Waltham Abbey and Redbridge areas. The partnership enabled us to provide an officer working in schools in accident hotspot areas, giving talks on highlighting the dangers of living near railway lines and covering subjects such as criminal damage and trespassing. This enabled us to give talks to 706 youngsters during the season. WEST HAM UNITED During the past year we provided 5,596 sessions for 100,599 participants as detailed below through each of the respective initiatives. Learning Through Football This initiative targets local schools and educates children in anti-racist attitudes, integration, fitness, diet and nutrition. 120 sessions, which include football training at our stadium, were provided for 1,200 children. Thames Gateway Youth Football Project The project is directed by the Thames Gateway London Partnership and delivered by the Community Programme in Professional Football and West Ham United. Through this we have worked at tackling social exclusion, juvenile crime and truancy in some of the most deprived areas of London. There are a number of different elements within the scheme including after school clubs, estatesbased football, probation sessions, a coach education scheme and truancy, healthy living and railway safety programmes. In the last year 2,600 young people participated in 680 sessions. North East London Probation Service From Offending To Employment The partnership between West Ham United, NELPS and Barking College targets young people across five London boroughs who have offended or are at risk of offending. The project offers coaching sessions and an accreditation scheme which enables students to become coaches and sports administrators. The scheme started in 1998 with SRB funding of 68,000 over a five-year period and an additional 20,000 over the last two years. This year the project concentrated on accreditation with 26 young people so far obtaining qualifications which will enable them to get back into training or employment. 331

339 West Ham United Club Charter Reports 2001/02 In addition, we are working alongside Newham Youth Offending Team helping young students through their reparation order and gaining employment as a result of our project. The project covers issues such as truancy, unemployment, alcohol dependency and drug abuse through the use of crime diversion strategies. Using football as a vehicle, 640 sessions have been provided for 2,250 referrals to progress the participants from "offending to employment". WEST HAM UNITED Community Coaching Throughout London, Essex and Hertfordshire a total of 2,880 sessions were provided for 66,080 participants. Holiday Football Courses In addition to sessions provided, holiday activities were attended by 2,949 children. Study Support Centre This season our Centre moved to a purpose-built space in our new stand. Each Primary school Playing for Success session was attended by 20 pupils drawn from 2 local schools. Each Secondary school session was attended by 15 pupils from 1 local school. The pupils attended two 2-hour sessions a week (after school) for 10 weeks, giving them 40 hours of study support. All pupils were collected from their schools and transported home after their sessions. THE PRINCE S TRUST: FOOTBALL The Prince s Trust is the UK s leading youth charity, enabling year olds to develop skills to move forward with their lives. Through a nation-wide network of programmes,the Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start up support, mentoring and advice. The Prince s Trust helps young people who are unemployed, under-skilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation. The Club has formed a partnership with Newham College, who deliver The Prince s Trust Volunteers Programme in Stratford, Plaistow, Redbridge and Barking and Dagenham areas. The programme is a twelve-week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 volunteers and is lead by a full-time team leader. During the last year the Club has supported over 60 young people on 5 teams of volunteers. Our objective has been to contribute to the delivery of challenging and high quality programmes and to help raise the profile of the Volunteers Programme amongst young people in the East London area. Examples of support provided by the Club included: 332

340 Club Charter Reports 2001/02 West Ham United Use of the club s logo on promotional material A budget of 100 for each team the club supports to purchase goods for fundraising A venue for final team presentations Motivational talks by their community department Stadium tours The offer of work placements, adverts and editorials in the match day programme Player and club official involvement when possible During 2001/02 projects completed by Prince s Trust Volunteers for the benefit of the local community included: Raising to renovate a pre-school crèche in Leytonstone Organising activities for pupils at the Cumberland school including a trip to the Mile End climbing wall Organising a day trip to Chessington World of Adventures for a group of school children Spending time at a local school assisting the teachers with their 11-year-old students. WEST HAM UNITED The percentage of volunteers who went on to employment, further education or training after completing their programmes in the London area was 70%. The Prince s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and 45 football clubs, including West Ham United, are committed to supporting the work of The Prince s Trust next season. CHARITIES POLICY The Club supported 3 main charities this year: Imperial Cancer the Bobby Moore fund Richard House Children s Hospice Winged Fellowship a local charity for disabled people All amateur football teams who approached us for help were sent a signed photo of the team. We also supported The F.A. Premier League s NSPCC day and organised a Football Aid match on 28 April 2002 which raised 12,675 for Field of Dreams and our own nominated charity. ELIMINATING RACISM Asians in Football Our Asians in Football project is a core element of our anti-racism work. This project is provided in partnership with Sport England to encourage Asian participation in football. The scheme provides opportunities for young Asian players of all abilities to progress from grass roots to excellence through the Club and 1,276 sessions have been provided for 25,520 participants. The 333

341 West Ham United Club Charter Reports 2001/02 project continues to be extremely effective and attracts positive national media coverage as a model of good practice for addressing issues of social inclusion and integration. The project also provides Coach Education opportunities for players from Asian communities in addition to tutoring courses for local teachers to gain the FA Teaching qualification. The scheme is recognised by the Home Office as an excellent example of integration work within the Borough of Newham. WEST HAM UNITED The Canary Wharf group sponsored a tour from the Abhani Club of Bangladesh who played a game against West Ham United Under 19s at Upton Park in front of a predominantly Bangladeshi crowd of 5,000. We dealt with any racism at Upton Park by: Promoting the Kick It Out! hotline in our match day programme Using plain clothes stewards and police officers to check for racist behaviour in the crowd No supporters were banned from Upton Park for racist behaviour during the 2001/02 season. CUSTOMER SERVICE Our Club Secretary Peter Barnes was responsible for the management of our customer service systems and monitoring feedback. All complaints were dealt with by the relevant department. The vast majority of complainants received a response within 7 working days. On some occasions, the complaint required a more detailed investigation, and responses took a little longer. MERCHANDISE Our home kit did not change, having only been in use for one season, and a new change strip was introduced. Season 2001/02 s change kit will be season 2002/03 s third choice strip. All swing tickets detail the seasons for which the kit is valid. 334

342 Appendix I APPENDIX I SECTION J: THE F.A. PREMIER LEAGUE RULEBOOK CUSTOMER CHARTER Requirement for Customer Charter 1. Each Club shall have a written customer charter in which shall be set out its policy with regard to ticketing, merchandise and its relations with its supporters, season ticket holders, shareholders, sponsors, local authority and others having an interest in the activities of the Club (together in this Section of these Rules called "stakeholders"). 2. A copy of its customer charter and any amendments made thereto shall be furnished to the League by each Club and shall be made available to the public. Reporting 3. Each Club shall: Ticketing 3.1 submit a report annually to the League during the Close Season describing how each of its said policies has been implemented and the extent to which each has been achieved; 3.2 comply promptly with any request for information made by the League. 4. A Club s ticketing policy should: 4.1 provide general information to the public about ticket availability and pricing, giving the earliest possible notice of any changes and the reasons therefor; 4.2 aim to promote greater accessibility by the adoption of flexible and imaginative ticketing schemes; 4.3 facilitate wider access to matches by the public by allowing for a broad range of ticket prices, the more expensive effectively subsidising the cheapest; 4.4 allow for a reduction in the price of tickets for seats with a restricted view of the pitch; 4.5 adopt a system of concessionary ticket prices tailored to the needs of the local community; 4.6 give details of the availability of seating for disabled spectators and their carers and the pricing policy in relation thereto; 335

343 Appendix I 4.7 set out particulars of any membership, loyalty, bond, debenture or similar scheme; 4.8 make available a method of payment for season tickets by instalments at competitive rates of interest; 4.9 promote the availability of match tickets by reserving a reasonable proportion (at least 5 per cent.) of them for sale to non-season ticket holders; 4.10 deal with the return and distribution of unwanted tickets; 4.11 include the following provisions in respect of abandoned matches: abandonment after spectators admitted to the ground but before kick-off free admission to the rearranged match; abandonment after kick-off half price admission to the rearranged match; 4.12 refer to the obligations set out in Rules J.5 to 9 below. 5. Each Club shall provide an area of its ground for the exclusive use of family groups and junior supporters. 6. Concessionary prices must be available for: 6.1 senior citizens; and 6.2 junior supporters. 7. Unless otherwise agreed by the Board or between the Clubs, each Home Club shall make available to its Visiting Club: 7.1 3,000 tickets (or, if the capacity of the Home Club s ground is less than 30,000, such number of tickets as is equal to 10 per cent. of its ground capacity; and, whether or not that allocation is taken up, 7.2 tickets for a minimum of 10 per cent. of the Home Club s disabled spectator accommodation. 8. At least half of the tickets referred to in Rule J.7 above must be made available on a sale or return basis and the balance must be ordered by the Visiting Club (subject to the conditions set out in Rule C.50) at least 4 weeks before the League Match to which they relate. 9. A Home Club shall not charge admission prices to supporters of a Visiting Club which are higher than those charged to its own supporters for comparable accommodation and in particular concessionary rates offered to senior citizens and junior supporters shall apply to supporters of a Visiting Club. 336

344 Appendix I Merchandise 10. A Club s merchandising policy should: 10.1 allow for market research to be undertaken with regard to the frequency of Strip changes and to its design; 10.2 identify the intervals at which Strip changes are intended to take place and the date of the next intended change; 10.3 provide for swing tickets attached to replica Strip to state its launch date; 10.4 refer to the effect on the consumer of the obligations set out in Rules J.12 to J.15 below. 11. Any numbers, lettering, badges and logos appearing on replica Strip shall be of the same style, colour and design as those appearing on Players Strip currently registered as required by Rule F In any future contract to license a manufacturer to produce for retail sale replica Strip, each Club shall include the standard clauses set out in Appendix Upon a promoted Club becoming a member of the League in accordance with the provisions of Rule B.4, it shall give notice to any manufacturer licensed to manufacture and distribute its replica Strip in the terms set out in Appendix 2 and request such manufacturer to convey the substance of the notice to its dealers forthwith and advise them that: 13.1 they are free to sell, advertise and display for sale replica Strip supplied by such manufacturer at whatever price they may choose; and that 13.2 they should inform the Office of Fair Trading if they are concerned that a minimum resale price is being imposed. 14. No Club shall cause or procure any manufacturer with which it has a licensing agreement for the manufacture of replica Strip to do any act or cause to be done any thing which would constitute a breach of the standard clauses referred to in Rule J.12 above. 15. Each Club shall provide the Director General of Fair Trading with such information as he may need in order to satisfy himself that Rules J.12 to J.14 above have been complied with. Relations with Stakeholders 16. A Club s policy with regard to its stakeholders should: 16.1 provide for consultation with them on a regular basis through forums, questionnaires and focus groups and by the publication of current policies on major issues in an easily digested format; 16.2 promote supporter and community liaison and provide for the establishment of liaison structures where none exist. 337

345 338 Appendix I

346 Appendix II APPENDIX II THE INDEPENDENT FOOTBALL COMMISSION TERMS OF REFERENCE 1. To review and report on the promotion by the FA, The F.A. Premier League and The Football League ("the governing bodies") of best practice in commercial and financial matters within professional football, particularly with regard to customer service. In particular to review and report on:- the establishment of a Code of Best Practice, customer charters and customer relations units by each of the governing bodies, and by individual clubs the governing bodies' establishment of a complaints resolution hierarchy based on the Code of Best Practice, with the Independent Football Commission as the final step in that hierarchy; and the establishment of a Financial Advisory Unit by the Football Association which will review and monitor aspects of clubs' financial performances and promotes best practice. In this, the IFC is to have particular regard to:- Ticket prices Accessibility to matches Merchandise; and Supporter and other stakeholder involvement. 2. To review the rules and regulations of the governing bodies relating to financial and business matters within their competitions, and the Code of Best Practice, and to recommend changes where appropriate. 3. To review and report on the adoption and/or promotion (as appropriate) by the governing bodies of the customer service related recommendation in the Football Task Force Reports To publish their findings by way of an annual public report. 339

347 340 Appendix II

348 This report has been compiled by The F.A. Premier League Further information is available from: The F.A. Premier League 11 Connaught Place London W2 2ET

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