CLUB CHARTER

Transcription

CLUB CHARTER

West Ham United Football Club
CLUB CHARTER
West Ham United Club Charter 2015/16
Introduction from the Joint-Chairmen
The 2015/16 Barclays Premier League campaign, our final season at our much-loved Boleyn
Ground, marks our fifth full campaign at the helm of West Ham United.
As two proud Eastenders, it is an especially exciting time to be Joint-Chairmen of this Club, with the
move to our new home on Queen Elizabeth Olympic Park now less than a year away.
Our passion, commitment and desire to drive West Ham further forward is as much alive today as
it was the day we walked through the gates in January 2010.
Fresh challenges and new goals will always lie ahead as we continue to shape the Club’s future, as
detailed in our commitment to the ten-point pledge below.
1. Continue to invest in the playing squad. Our aim is to bring in more world-class players that can
play in the ‘West Ham Way’. As was evident in the summer window, we continue to make significant
funds available to strengthen the playing squad, as we build a team that will befit our new home. We
will also endeavour to hang onto our best players as, too often in the past, previous Boards have sold
our most promising players.
2. Give the Boleyn Ground the fitting farewell it deserves. With your support we must ensure that
we pay a fitting farewell to our home of more than a century. We plan to use the opportunity, when
people around the world will be watching, to celebrate everything that is great about this Club, its
history, its fans and its future.
3. Clear the debt. Our latest set of accounts clearly shows the progress made in this area, but we
have pledged to be free of external debt by the time we leave the Boleyn Ground and that must
remain our focus for the next 18 months.
4. Deliver a new Stadium that exceeds fans’ expectations. Having secured a 99-year lease to
become anchor concessionaire, we must now make sure we deliver a stunning new Stadium that
Hammers fans are proud to call home. We have secured a UEFA Category 4 Stadium, which is the
highest category in the world, and with the new roof, retractable seating, supporter facilities and the
new hospitality areas, your new Stadium will become the benchmark of best stadia in the world.
5. Continue to serve our community. Having provided more than 1.5 million opportunities for local
people, the re-launched West Ham United Foundation is now in a position to significantly expand its
work over a wider area of East London, Essex and beyond.
6. Employ the best staff to take the Club forward. While we are proud of the Club’s achievements,
we should be clear it is not just down to the Board. We have ensured we have the very best people in
the right jobs, from football staff and sports science to the new Stadium project team and supporter
services. We can all see the difference these people are making to West Ham United and our progress
on and off the pitch. West Ham is proud to be an equal opportunities employer who has the best
interests of its staff and its customers at the heart of every decision the Board makes.
7. Communicate clearly and transparently with supporters. Whether it be through our new soon-tobe-launched digital platform, social media, newsletters, fans’ forums or the SAB, we will continue to
communicate the Club’s important messages to supporters. We pride ourselves on being accessible
Chairmen and will always listen to supporters’ feedback on the issues that matter to them.
8. Continue our affordable football campaign. A Season Ticket will always offer the best value to
anyone wanting to watch every West Ham game. We also want to make sure that everyone has the
chance to watch top-flight football so will be building on our current promotions, such as the awardwinning schemes like Kids for a Quid, when we move to the new Stadium.
9. Make sure watching West Ham is enjoyable. We were clear that we share the West Ham fans’
desire for entertaining football and are delighted to have already seen glimpses of that this season.
The new Stadium will offer unrivalled opportunities to improve the matchday experience away from
the pitch and we will be reaching out to supporters over the coming months to make sure our new
facilities offer one of the very best days out in the Premier League.
10. Continue to increase the profile of our Club. The new Stadium will automatically put West Ham
on a pedestal around the world and it is our job to ensure we maximise on that opportunity. We are
already receiving approaches from big brands that are desperate to be part of our exciting journey
and as our profile increases we will, in turn, be able to attract better players from across the globe.
Like you, there are no limits to our ambitions for West Ham and there is no end to our enthusiasm
to achieve them.
But more importantly, over the coming years, we will, for the first time in the modern era, have the
Stadium, the playing squad and the global reach that will give us the chance to turn our collective
dreams into reality.
Thank you for your continued support.
David Sullivan and David Gold
Accessibility
West Ham United Football Club prides itself on being inclusive and working with all its supporters,
operating a ticketing policy that recognises that disabled supporters may need assistance to fully
enjoy the matchday experience. As such, the Club offers a variety of reasonable adjustments based
on individual supporters needs, not their disability.
Disabled supporters have the opportunity to either purchase a Season Ticket, Membership or to
attend games on a match by match basis. The price that qualifying disabled supporters pay is the
rate set by the Club for its disabled supporters. This rate will be paid by qualifying disabled supporters
who provide the qualifying proof at the point of purchase. All Season Ticket, Memberships and match
ticket options are subject to availability.
A carer/personal assistant who is responsible for the supporter’s care is admitted free of charge.
Supporters under the age of 9 are not allowed to enter the Stadium without a qualifying adult.
Please note:
While every effort is made to allocate assistant seats adjacent to the wheelchair bay some stadium
seating constraints may apply and as such, the assistant seat will be allocated in the closest available
location.
Every individual experiences his/her disability very differently and West Ham United Football Club
recognises this. Accordingly, we try not to make generalisations and each request for a complimentary
personal assistant ticket will be reviewed on a case by case basis. We will listen to what the individual
says about the daily effects of his/her disability, and let him/her identify the difficulties she/he may
have in attending a match.
In order to register as a disabled supporter you need to send us a copy of your Disability Living
Allowance notice, dated 2015, confirming that you are in receipt of the higher rate for wither the
mobility or care component. Alternatively, if you are in receipt on PIP, this needs to be at the enhanced
rate.
Confirmation of your disability is also required and if you are visually/hearing impaired, proof can be
in the form of DLA/PIP or CVI/B8 form.
Proof of the above can be presented to our Ticket Office, emailed to accessibility@westhamunited.
co.uk, or sent to us by post at the following address:
West Ham United Football Club, Boleyn Ground, Green Street, Upton Park, London, E13 9AZ
Please note that all proof from the Department of Work & Pensions needs to be dated the year/
season you are purchasing tickets for.
Wheelchair Users
There are 111 home spaces available and six away
spaces for wheelchair users at the Boleyn Ground.
All seats are unobstructed and many offer the supporter
an elevated view. Access to all areas are ramped, while
lifts are provided for all Upper tier viewing areas.
Disabled toilet facilities are available in each of the areas
and they are fully accessible and can be operated using
the supporter’s own or Matchday Disabled Supporter
Assistant’s radar keys.
Ambulant Supporters
All ambulant supporters are able to sit in any of the
400 seats provided for the use of ambulant supporters
in the stadium with their personal assistant (subject to
qualification and requirement) to enjoy the game.
If, for any reason, any ambulant supporter feels
they have more specific seating requirements (a
certain area, block or row) they should contact the
Club’s Accessibility Liaison Officer to discuss their
requirements in more detail. Every effort will be made
to accommodate such requests, subject to availability.
Deaf/Hard of Hearing Supporters
The Club have induction loop equipment in the majority of supporter contact points, including the
Ticket Office and the main reception areas.
Blind and Visually Impaired Supporters
Complimentary headsets are provided upon request to enable supporters to listen to the audio
match commentary and can be ordered through the Club’s Accessibility Liaison Officer.
Learning Difficulties and Unseen Disabilities
All supporters are able to sit at any seat in the stadium. If, for any reason, any supporter with learning
difficulties or unseen disabilities feels they have more specific seating requirements (a certain area,
block or row) they should contact Club’s Accessibility Liaison Officer to discuss their requirements in
more detail. Every effort will be made to accommodate such requests, subject to availability.
Temporary Mobility Restrictions
Supporters suffering from temporary mobility restriction (eg broken leg), that may affect access to
the stadium or seating areas, should contact the Accessibility Liaison Officer prior to the game to
arrange alternative seating (subject to availability).
Disabled Toilet
In all areas of the ground which feature disabled or wheelchair access, disabled toilets facilities are
available. All toilets are fitted with radar locks and keys, and will work with your personal keys or
alternatively are available from nearby stewards.
Parking
Limited parking facilities for disabled supporters are available in the main car park behind the Betway
Stand. Parking Spaces are allocated to Season Ticket Holders registered disabled or ambulant.
A very limited number of Parking Spaces are available on a match by match basis. Please contact the
Accessibility Liaison Officer for further information prior to the game to arrange parking (subject to
availability).
Assistance Dogs
Any supporter wishing to bring an assistance dog to a fixture must contact the Accessibility Liaison
Officer so that we can ensure the appropriate match tickets are allocated and adequate arrangements
have been made.
Disabled Supporters Forums
The Club holds regular Disabled Supporters Forums throughout the season, where Season Ticket
Holders, Members and general admission supporters will meet the manager and selected players.
This has become a popular event and gives supporters the chance to air views and give suggestions
on any changes they would like to see occur.
Data Protection
The Club takes the security of personal data very seriously. When assessing the needs of disabled
supporters, it is sometimes necessary to collate and record sensitive medical information. These
data will be securely stored (and in time, destroyed) in accordance with the Club’s Data Protection
Policy and will only be shared with Club staff who need to know in order that the supporter’s visit is
as comfortable as possible.
Disabled Supporters Policy
The Club’s full Disabled Supporter’s Policy can be found on the Club’s policy page HERE
Communication and Consultation
The Club prides itself on its efforts to consult fully with stakeholders, supporters and the general
public at regular intervals through forums, questionnaires and focus groups and by the publication
of current policies on major issues. These Communication routes include:
• Regular polls, supporter surveys, consultation and fan forums
• Through dedicated Disabled Supporter Forums
• Through the official Supporter Advisory Board, which is fully representative of its supporter base
• Regular dialogue and meetings with local community groups
• The annual Premier League fan survey
We aim to keep supporters up to date with the latest West Ham United News and our website
www.whufc.com is regularly updated with news, highlights, and interviews as well as containing
detailed of information regarding the Club, tickets, hospitality and other areas. The Club regularly uses
a number of social networking platforms such as Twitter (@whufc_official) where it communicates
with over 370,000 supporters and followers and the Club’s Facebook account (westhamunitedofficial)
provides information photos and interaction to a further 1,000,000+ supporters.
Safeguarding
West Ham United Football Club and its Staff are committed to the safeguarding and welfare
of children and vulnerable adults regardless of their age, gender, language, religion, ethnic
background or sexual identity and expect all staff to share that commitment. West Ham United
Football Club aim to ensure the safety and protection of all children and young people taking part
in any activity arranged by or in the name of the Club.
This is achieved through adherence of the safeguarding policy and procedures adopted by the
Club and through the Football Association, Football League and the Premier League rules.
All Staff who work with or around children or vulnerable adults have an Enhanced Disclosure
through the Disclosure and Barring Service (DBS), attend regular safeguarding training and are
trained in emergency first aid.
West Ham United Football Club has a Safeguarding Manager who has overall responsibility for the
safeguarding of children and vulnerable adults and a number of Safeguarding Officers across all
departments.
Any person with a concern about a child’s or vulnerable adult’s welfare should in the first instance
contact a Club Safeguarding Officer.
West Ham United football Club’s safeguarding policies can be found on the Club’s policy page
HERE
Season Tickets, Memberships and Match Tickets
West Ham United Football Club offers the following products to supporters.
Season Tickets
West Ham United has a policy to reward loyalty. Season Ticket Holders benefit hugely from their
status with extremely favourable savings to be made when compared to purchasing match to
match. Season Ticket Holders also benefit from:
• A 2015/16 Season Ticket guarantees you the chance to purchase your seat for the first season
at the new stadium.
• 10% discount on selected lines of official merchandise.
• Chance to upgrade to any hospitality package pay only the difference.
• Priority for all cup tickets.
• Priority for all away match tickets.
• Discount on away coach travel.
• Discounted booking fees on additional match tickets.
• Entry to exclusive events including double discount weekends.
• Dedicated phone line and email address for enquiries.
• Invitation to open day to watch the first team train.
Memberships
Youth Academy (Under-16s)
Youth Academy Members receive exclusive benefits such as priority ticket booking and the
opportunity to watch the first team train. You will also receive these benefits that money can’t buy:
• Discount on Category A fixtures.
• Priority booking period on all West Ham United fixtures.
• Priority access to the Season Ticket waiting list for the final season at the Boleyn Ground and
the first season at the Olympic Stadium.
• Reduced booking fees - £1 saving per game.
• £5 discount on official away coach travel. • £15 Premier League name and number retail gift voucher.
• Exclusive retail offers throughout the year. • Exclusive Youth Academy Member’s Pack.
Young Adult, Academy, and Over-65s Academy:
Academy Members receive exclusive benefits such as priority ticket booking and the opportunity to
watch the first team train. You will also receive these benefits that money can’t buy:
• Discount on Category A fixtures.
• Priority booking period on all West Ham United fixtures.
• Priority access to the Season Ticket waiting list for the first season at the Olympic Stadium.
• Reduced match tickets for Young Adults (Under-21s) compared to non-member prices
• Reduced booking fees - £1 saving per game.
• £5 discount on official away coach travel.
• £15 Premier League name and number retail gift voucher.
• Exclusive retail offers throughout the year.
• Exclusive Academy Member’s Welcome Pack.
Match Tickets
All match ticket information, including details of pricing and selling criteria, will be updated on a
regular basis and made available via the official website www.whufc.com In addition, information
will also be available from the Ticket Office, our Matchday Programme, e-mail and social media
sites - Twitter (@whufc_official) and Facebook (westhamunitedofficial)
We continue to operate a Category A, B and C pricing policy for home matches and often discount
ticket prices further for early rounds of either cup competitions. No £5/£10 discount applicable for
members nor any Academy discount match this season.
BAND 1
BAND 2
BAND 3
BAND 4
FAMILY
AWAY FANS
SIR TREVOR BROOKIN G S TAN D
CATEGORY A
CATEGORY B
BARKING ROAD
G RMATCH
EEN ST
R E PRICES
ET
MEMBERS
DAY
ONLY
UPTON PARK STATION
CASTLE STREET
BETWAY STAND
FOOTPATH
TUDOR ROAD
MEMBERS MATCH DAY PRICES ONLY
EAST STAND
BO BBY MOORE STAND
FOOTPATH
PRIORY ROAD
ADULT
OVER 65/
YOUNG ADULT
U16
BAND 1
£85
£45
£45
BAND 2
£75
£43
£43
BAND 3
£70
£38
£38
BAND 4
£60
£35
£35
RESTRICTED
VIEW
£65
£36
£36
DISABLED
£50
£35
£35
MEMBERS MATCH DAY PRICES ONLY
ADULT
OVER 65/
YOUNG ADULT
U16
CATEGORY C
BAND 1
£65
£35
£35
BAND 2
£60
£33
BAND 3
£55
BAND 4
ADULT
OVER 65/
YOUNG ADULT
U16
BAND 1
£35
£25
£25
£33
BAND 2
£35
£25
£25
£32
£32
BAND 3
£25
£20
£20
£45
£25
£25
BAND 4
£25
£20
£20
RESTRICTED
VIEW
£52
£30
£30
RESTRICTED
VIEW
£25
£20
£20
DISABLED
£35
£25
£25
DISABLED
£25
£20
£20
Ticket Prices
Category A fixtures:
Arsenal, Chelsea, Liverpool, Manchester City, Manchester United, Swansea City, Tottenham Hotspur
Category B fixtures:
Aston Villa, Burnley, Crystal Palace, Everton, Hull City, Leicester City, Newcastle United, Queens Park Rangers,
Southampton, Sunderland, West Bromwich Albion
Category C fixture:
Stoke City
Members match ticket prices apply only
during the priority discount period.
Buying Tickets
ONLINE:
whufcboxoffice.com
TELEPHONE:
0871 529 1966 via Option 3* (9am-5pm Monday-Saturdays) 0871 529 1966 via Option 1* (See Call
Centre open 24 hours) *Calls cost 13p per minute plus network extras
IN PERSON:
Non-Matchdays: Betway Stand Ticket Office, 9am-5pm, Monday-Saturday.
Matchday Saturdays: 9am-kick-off and after final whistle.
Matchday Sundays: 10am-kick-off (subject to kick-off time).
Matchday Midweek: 9am-kick-off unless stated.
POSTAL APPLICATION:
To apply for Tickets by post, download the relevant Application Form and send it to
WHUFC Ticket Office, PO Box 6731, London, E13 9AZ
BOOKING FEES
Online
£1 Bondholders/Season Ticket Holders/Academy and Youth Academy Members, £2 Non-Members.
Telephone/Postal
£1.50 per ticket Bondholders/Season Ticket Holders/Academy and Youth Academy, £2.50 per ticket
Non-Members.
*Tickets purchased over the telephone will be subject to a booking fee per ticket and phone lines
are open 24 hours a day, seven days a week. No booking fee is payable on tickets purchased online.
Application Forms
Academy Member Postal Application Forms
Home General Sale Postal Application Forms
2015/16 Priority Point Form
Family Friendly
To promote and maintain a family-friendly atmosphere the Club has dedicated the Sir Trevor Brooking
Stand Upper tier, with a capacity of 2,300 for the exclusive sale of tickets to family groups and junior
supporters.
Supporters wishing to sit within our family area can
only do so on the provision that they are sat together,
accompanied by a minimum of one Under-16 per two
Adults/Young Adults/Over-65’s.
Restricted View
West Ham United will continue to offer a discount
on some restricted view seats, which now number
approximately 293. There is no discount on restricted
view seats in Band 4.
Visiting Supporters
A minimum of 750 and a maximum of 3,000 tickets
will be made available to the visiting supporters.
Due to regulations governing certain Cup competitions,
the Club may be required to increase the allocation of
tickets provided to the visiting Club. Admission prices
for visiting supporters will be no higher than those
prices charged to the home supporters in comparable
areas.
West Ham United Football Club’s policy is to only sell
tickets to home supporters. Away Supporters need to
contact their respective Club to purchase tickets.
Order of Sale
Home League Games
Members will be given an exclusive sales period in which to purchase a ticket for the respective
game. After the period of sale to Members has passed, and should tickets remain, the game will go
on General Sale to supporters subject to meeting the qualifying sales criteria and any restrictions
advised by the police or licensing authorities.
Away League Games
Season Ticket Holders who are registered for the relevant away scheme will have the opportunity to
purchase a ticket first. This will be followed by remaining Season Ticket Holders, Members and finally,
subject to tickets remaining, on General Sale to supporters.
Home Cup Games
Season Ticket Holders who are registered for the relevant scheme will have the opportunity to
subject to tickets remaining, on General Sale to supporters subject to meeting the qualifying sales
criteria and any restrictions advised by the police or licensing authorities.
Due to certain mandatory regulations associated with each cup competition, some supporters may
not be guaranteed their seasonal Premier League seat for a home cup game. Should this be the case
supporters will be relocated.
Away Cup Games
Season Ticket Holders who are registered for the relevant away scheme will have the opportunity to
subject to tickets remaining, on General Sale to supporters.
Priority Points
Priority Points are used for Season Ticket Holder’s applications when away fixtures are oversubscribed.
For each away cup and league fixture attended one Priority Point is added to the Season Ticket
Holder’s account. All Priority Points are valid for the previous and the current season combined.
When demand for an away fixture outstrips the number of tickets available, those with the greatest
number of Priority Points will be processed first working downwards until the allocation is sold out.
If applying with other Season Ticket Holders, the whole Priority Point application form will be filed
and processed in order of those with the lowest number of Priority Points upon the application form.
Friendlies are not included in the current the loyalty scheme.
Upgrading Tickets
It is important that supporters have purchased, and are in possession of, the correct ticket and that
it is activated to allow access in to the stadium. If the supporter who originally purchased the ticket
is no longer able to attend the match, they should contact the Ticket Office to discuss and, where
appropriate, upgrade the ticket.
Where a disabled supporter is unable to attend a match, subject to upgrading, their personal assistant
can still attend. You must contact the Accessibility Liaison Officer and arrange an upgrade for your
personal assistant, for the matches that you are unable to attend.
We will provide your personal assistant with a paper ticket. Should you decide to attend the match
after the upgrade has been processed, any refunds will fall in line with the Club’s refund policy. Your
Season Ticket and that of your personal assistant, is your responsibility. Failure of any supporter to
upgrade may result in you being refused entry to the stadium or a stadium ban being applied.
There are no upgrades to the Trevor Brooking Upper stand, in line with our Family Stand Rule.
Refunding Tickets
Match tickets are non-refundable; an e-purse credit may be made available for use against future
ticket purchases during that respective season. Any requests are only considered in exceptional
circumstances and on a discretionary basis via written confirmation no later than 72 hours prior to
kick-off of the match. The price of the ticket will not be refunded to the holder in any circumstances
if the match has to be abandoned.
Match dates and/or kick-off times may be subject to change at short notice for reasons beyond the
Club’s control. It is the ticket holder’s responsibility to ascertain the date and kick-off time of any
match as refunds will not be given to supporters who arrive late. The ticket shall remain at all times
the property of the Club.
E-purse credit expires at the end of the 2015/16 season.
Ticket Trading
The Club have facilitated a Ticket Trading system available to Season Ticket Holders to sell their
Season Ticket for an individual game on our website, once the game has sold out. Once each game
sells out, we will release details on our website and send out an email confirming this and telling
Season Ticket Holders how to sell their seats.
Accessing the Stadium
Season Tickets
Please use the access card supplied upon entry to the stadium. If you are an existing Season Ticket
holder, please re-use the same card as the previous season unless you have changed age band or
seat, then a new card will be issued.
Members
Please use the access card supplied upon entry to the stadium. If you are an existing Member please
re-use the card supplied from the previous season as this is re-activated for continued use.
General Card Holder Information
If you have multiple cards please use the higher issue number and discard any other cards as this
may cause problems upon entry if the wrong card is used. If you have lost your Members Card please
call 0871 529 1966 (Option 3) or visit the Betway Stand Ticket Office in person where an operator will
reprint the card (a £10 replacement charge applies to all replacement cards). Unfortunately, requests
for replacement cards cannot be completed via email.
Paper Ticket Holders
If you have not enrolled in either a Season Ticket or Membership or you have purchased an extra
ticket in addition to your Season Ticket or Membership during the General Sale period, then paper
tickets will be issued.
UK and EU
Paper tickets will be sent to the address supplied at the point of purchase. Tickets can arrive up to
three to seven days before the fixture
Non EU
Due to uncertainties in delivery times and standards with postal systems outside of the EU, all paper
tickets purchased by supporters outside of the EU will be retained by the Ticket Office and can be
collected on the supply of the client reference or payment reference when purchased. In some
cases payment card and photo ID will be required for us to release them. On a match day, we would
recommend collecting these tickets two hours before kick-off to avoid possible delays or congestion
upon entry to the stadium
Terms and Conditions
1) This ticket is issued subject to the Rules and Regulations of FIFA, UEFA, The Football Association, The
FA Premier League, The Football League respect of the relevant competition and West Ham United
Football Club Ground Regulations (“the Regulations”) and is valid for the date shown on the face or
rearranged date. Copies of the Regulations are available upon request from the Ticket Office.
2) The use of this ticket to enter the Stadium constitutes acceptance of the Regulations and the
Club reserves the right to refuse admission or to eject from the Stadium any person who fails to
comply with the Regulations.
3) If the ticket is resold or transferred without the prior written consent of West Ham United Football
Club or any one of its authorised sub-agents, it will become void and the holder will be refused
entry to, or ejected from the Stadium. If tickets are found to be touted, life bans will be issued to
the named supporter on the tickets and any supporters in association with the relevant account.
It is up to the supporter to ensure the account is not used fraudulently.
4) The price of the ticket will not be refunded to the holder in any circumstances if the match has
to be abandoned.
5) The Club accepts no responsibility if the seat to which the ticket refers is affected by adverse
weather or if the view from there is restricted. 6) Match tickets are strictly non-refundable. Any refund requests are only considered in exceptional
circumstances and on a discretionary basis via written confirmation no later than 72hours prior
to kick off of the match.
7) Duplicate tickets will not be issued under any circumstances.
8) Any persons trying to enter the Stadium with an incorrect age concession ticket will be denied
entry and the ticket will become void. Any supporter found to be doing so but still wishing to enter
the Stadium, depending on the availability, will then need to purchase a new seat at the full price.
9) It is a condition of entry to the Stadium that the holder of the ticket agrees to remain seated
during the match. Failure to do so will result in the holder being ejected from the Stadium without
refund of the ticket price.
10) It is the responsibility of the ticket holder to ascertain the date and kick-off time of any match;
refunds will not be given to supporters who arrive late.
11) The ticket shall remain at all times the property of the Club.
12) The Club has the right to hold tickets for collection only. Relevant ID and the card used to pay
for the transaction will need to be seen in case of a chip and pin procedure. All tickets are strictly
non-refundable if not collected or the above followed.
13) All administration and booking fees, along with any relevant postage fees are non-refundable.
14) All under10s must be accompanied by a full paying adult and all children, no matter the age,
require a ticket for entry.
15) Family stand seating (Sir Trevor Brooking Upper Tier) require a ratio for entry. This is one
junior for a maximum of 2 non juniors (Adults, Young adults and Over 65’s). Failure to
comply with these stipulations will result in tickets purchased automatically into alternative
band 4 seating (Subject to availability).Alternately; a full refund will be processed. Season
Ticket upgrades are subject to the same policy and alternative seating will be offered.
Please note that children will need to be within the same booking.
16) The Club does have some restricted view seating around the Stadium. The East Stand has a
selection of seats that are available at a discounted price due to this.
17) The popular ‘Kids for a Quid’ fixtures require a full paying adult when purchasing children and the
juniors have to be aged 15 and under. Any tickets purchased in the incorrect age band will be
held for collection and date of birth ID will be needed for each child.
18) All home tickets are for home supporters only. Any away fans in the home section will be ejected
without refund.
Staff
West Ham United Football Club is committed to the principle of equality and equal opportunities in
employment. We are opposed to any form of less favourable treatment or financial reward through
direct or indirect discrimination, harassment, victimisation to employees or job applicants on the
grounds of age, race, religion or belief, marriage or civil partnership, pregnancy or maternity, sex,
sexual orientation, gender reassignment or disability.
We will actively promote equal opportunities in our business to ensure that throughout the
employment process through recruitment, terms and conditions, pay and benefits, working hours
and time off, and in our procedures for dealing with disciplinary matters, grievances and dismissals,
redundancies, retirement and after they have left our employment, individuals receive treatment
that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities.
Employees will be recruited and selected, promoted and trained on the basis of objective criteria.
Similarly our methods of training, career development and our overall staff management will be
based on principles of equality and without discrimination of any kind.
The Company is committed to a programme of action to ensure that this policy is fully effective.
It undertakes to draw to the attention of all eligible employees the opportunities for training and
promotion.
The Company will monitor the composition of its workforce and will take positive action if it appears
that the effectiveness of this policy can be improved.
Stadium
Boleyn Ground, Green Street, Upton Park, London E13 9AZ
Capacity: 35,016 (all seats)
Pitch Size: 110 x 70 yards
Smoking
The Boleyn Ground is a Smoke Free stadium, in compliance with new legislation introduced on
1 July 2007. This law was introduced “to make virtually all enclosed public places and workplaces
in England smokefree. A smokefree England ensures a healthier environment, so everyone can
socialise, relax, travel, shop and work free from secondhand smoke”. This policy includes any form
of electronic cigarettes. For more information, click here.
Image Consent – Photographs and Footage
West Ham United Football Club regularly collects photographic images and video footage that
celebrates the excitement, enjoyment, passion and pride associated with following West Ham
United Football Club. These images are captured by approved Club photographers.
All persons, including children, who enter the Boleyn Ground and associated West Ham United
Football Club venues, acknowledge that photographic images and/or video recordings may be
taken of them and may be used in televised coverage of Matches and/or for promotional or
marketing purposes by the Club, the Premier League or other third parties and as such entering
these premises constitutes formal consent to such use.
Cameras, Video and Photography
Cameras and video cameras for personal use are allowed to be brought into the Stadium but due to
copyright laws they cannot be used whilst the game is in play. This also includes the players warm
up session. Please note that “Selfie Sticks” are not permitted in the Stadium.
Persistent Standing
Persistent Standing is one of our biggest sources of complaints from fellow supporters and as a
Club we wish to your match day experience as enjoyable an experience as possible. As such, we
request that you and your fellow supporters remain in your seat for the majority of the match.
Supporters who breach these requests may be ejected from the stadium, and in some cases may
have their Season Ticket or Membership card withdrawn. Please help us to avoid such measures by
co-operating with this request and help us to create an enjoyable experience.
Children
West Ham United is committed to providing a safe and enjoyable environment for all children
who take part in any of our activities. Whilst, in terms of English law, a child is someone who is not
yet 18 years old, there are a number of rules that apply to children of differing ages as supporters
of the Club. Due to the noise and crowds at a football match, the club considers that it may be
inappropriate for parents to bring infants into the stadium. If, however, a parent chooses to do so,
then they will be responsible for that infant’s welfare, comfort and safety and must purchase a seat
ticket for that infant.
Lost Children
In the rare event a child does become separated from an adult, stadium staff are trained to deal with
such instances and have a clear protocol to follow. If you are worried about the whereabouts of a
child then contact a steward immediately.
Kick it Out
The ‘Kick It Out’ app, developed by Make Positive, a specialist cloud technology firm, and funded
by the Salesforce.com Foundation, a trusted leader in cloud computing and customer relationship
management, is the first of its kind. Backed by the Premier League and Football League, The Football
Association (FA), and the Professional Footballers’ Association (PFA), the app provides news updates
on the campaign’s latest projects, but its most prominent feature is the ‘Report It!’ function which
empowers people at all levels of the game to report incidents of discrimination.
West Ham United Football Club are proud to support this campaign.
Stadium Regulations
Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground
Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The Premier
League and The Football League in respect of the relevant competition. The Ground Regulations
incorporate the Club’s Customer Charter (if any). Entry to the Ground shall constitute acceptance
of the Ground Regulations.
“Ground” means this football stadium and all locations owned, occupied or utilised by the Club.
“Club” means this football Club.
“Match” means any association football match taking place at the Ground.
“Material” means any audio, visual or audio-visual material or any information or data.
“Football Authorities” means The Football League, Football Association, the Football Association of
Wales, FIFA, UEFA and any other relevant governing body of association football.
1
Notwithstanding possession of any ticket the Club, any police officer or authorised steward may
refuse entry to (or eject from) the Ground any person:
1.1 that fails (or in the Club’s reasonable opinion is likely to fail) to comply with these Ground
Regulations or any reasonable instruction issued by a police officer or authorised steward; and/
or
1.2 whose presence within the Ground is, or could (in the Club’s reasonable opinion), constitute a
source of danger, nuisance or annoyance to any other person.
2
On no account will admission be granted to a person who is the subject of a current Banning
Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket
touting offences under the Criminal Justice and Public Order 1994 (as amended).
3
The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage
to persons/property in or around the Ground.
4
No guarantees can be given by the Club that a Match will take place at a particular time or on
a particular date and the Club reserves the right to reschedule the Match without notice and
without any liability whatsoever.
5
In the event of the postponement or abandonment of the Match, refunds (if any) will be made in
accordance with the Club’s Customer Charter. The Club will have no further liability whatsoever,
including (but not limited to) any indirect or consequential loss or damage, such as (but not
limited to) loss of enjoyment or travel costs.
6
All persons seeking entrance to the Ground acknowledge the Club’s right to search any person
entering the Ground and to refuse entry to or eject from the Ground any person refusing to
submit to such a search.
7
The following articles must not be brought within the Ground - knives, fireworks, smoke canisters,
air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels,
cans, poles and any article that might be used as a weapon and/or compromise public safety.
Any person in possession of such items will be refused entry to the Ground.
8
Further, you may not bring into the Ground any sponsorship, promotional or marketing materials
save in respect of official Club merchandise and/or other football related clothing worn in good
faith nor may you offer (either free or for sale by any person) any goods (including literature) of
any nature without the express written approval of the Management.
9
The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in
arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
10 Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and
will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or
more Matches.
11 The following acts are offences under the Football (Offences) Act 1991 (as amended):
11.1 The throwing of any object within the Ground without lawful authority or excuse.
11.2The chanting of anything of an indecent or racialist nature.
11.3The entry onto the playing area or any adjacent area to which spectators are not generally
admitted without lawful authority or excuse. Conviction may result in a Banning Order being
made.
12 All persons entering the Ground may only occupy the seat allocated to them by their ticket and
must not move from any one part of the Ground to another without the express permission or
instruction of any steward, officer of the Club and/or any police officer.
13 Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated
areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.
14 The obstruction of gangways, access ways, exits and entrances, stairways and like places is
strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within
the Ground.
15 Football League stadia are smoke-free and smoking is not permitted inside the Ground.
16 Mobile telephones are permitted within the Ground, provided that they are used for personal
and private use only and that no audio, visual or audio-visual material captured by a mobile
telephone may be published or otherwise made available to any third parties including, without
limitation, via social networking sites.
17 Under the Sporting Events (Control of Alcohol etc) Act 1985 (as amended), the following are
offences for which a person can be arrested by a police officer and conviction could result in a
Banning Order being made:
17.1 Attempting to enter the Ground or being inside the Ground whilst drunk;
17.2Being in possession of any intoxicating liquor, or bottle, can or other portable container and
which could cause damage or personal injury, when entering the Ground or in a public area of
the Ground from which the event can be directly viewed.
18 Any individual who has entered any part of the Ground designated for the use of any group
of supporters to which he does not belong may be ejected from the Ground either for the
purposes of his own safety or for any other reason.
19 Save as set out in paragraph 16, no person (other than a person who holds an appropriate
licence) may bring into the Ground or use within the Ground any equipment, which is capable
of recording or transmitting (by digital or other means) any audio, visual or audio-visual material
or any information or data in relation to the Match or the Ground. Copyright, database rights and
any other intellectual property rights in any unauthorised recording or transmission is assigned
(by way of present assignment of future rights to the Club and The Football League. You further
agree (if and whenever required to do so by the Club and/or The Football League) to promptly
execute all instruments and do all things necessary to vest the right, title and interest in such
rights to the Club and The Football League absolutely and with full title guarantee
20 No goods (including literature) of any nature may be offered either free or for sale by any person
within the Ground without the express written permission of the Club.
21 Tickets are not transferable and may not be offered for sale without the prior written permission
of the Club. Any tickets that are transferred are transferred subject to these Ground Regulations.
Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police
officer. The Club reserves the right to refuse admission to or eject from the Ground, any person
who has transferred his/her ticket in contravention of the relevant ticket terms and conditions
(and/or the holder of any ticket that has been transferred in contravention of the relevant ticket
terms and conditions.) Tickets remain the property of the Club at all times.
22 CCTV cameras are in use around and in the Ground and the Club may itself use or pass to the
police or any Football Authority or other Club’s, any recordings for use in any proceedings.
23 At all times whilst present in the Ground, persons must comply with any and all instructions
of any steward or officer of the Club and/or any police officer. Failure to comply with any
instruction may lead to immediate ejection from the Ground.
24 By entering the Ground, all persons are acknowledging that photographic images and/or video
recordings (and/or stills taken from video recordings) may be taken of them and may also be
used in televised coverage of the game or by the Club or any Football Authority for marketing
or promotional purposes. Entry into the Ground is confirmation that all persons have consented
to such use of their image. If these images should feature an individual prominently the Club
will make reasonable efforts to gain the consent of that person before publishing such images,
however, if this is not possible, then entry into the Ground shall be deemed consent unless the
Club is notified in writing to the contrary.
25 Further to paragraph 24, if such person is under 18 years of age, the parent, guardian, or
responsible adult who is accompanying them into the Ground shall be deemed to have provided
consent on their behalf.
26 Refused entry to (or ejection from) the Ground may lead to further action by the Club including,
but not limited to, the withdrawal of any Season Ticket (without reimbursement), Club
Membership and other benefits.
Supporter Services
Keeping our large and loyal fanbase happy is a challenge and we know that we will only get better
by listening to our supporters. We need to know what is important, where we are performing well
and where we need to improve.
To do this, we actively invite supporters to share both their positive and negative feedback.
The Club’s Marketing Department operates its Supporter Service policy in conjunction with the
Supporter Liaison Officer. Supporter Service is a key area of focus in the Board Strategy and the
service is recognised as the conduit of information into the Club so it can be effectively and
efficiently dealt with.
In addition to the dedicated team, the Club has an official Supporter Services board, which meets
regularly and has representation from all operational departments. The representatives have the
specific task of championing effective Supporter Service within their department. The role of the
Board is not only to ensure the effective response to customer-related queries and complaints but
also to find long-term solutions to issues highlighted by supporters.
It is West Ham United’s policy to respond to any contact from a supporter within a maximum
of 7 working days. Supporters can however often expect a far swifter response and in the case
where an enquiry requires further investigation the supporter will be notified and receipt of the
communication acknowledged.
The Club responds by the means of telephone, email, or letter, dependent on the nature of the
request or complaint. The most effective way of contacting the Club is via the dedicated Supporter
Service email address included in the contact us section.
West Ham United Foundation
The West Ham United Foundation has been delivering services since the early 1990s in east London
and Essex, targeting some of the most deprived boroughs in the country.
The Foundation provides themed projects in Health and Wellbeing, Education and Lifelong
Learning, Equality, and Social Inclusion which use the power of football and the West Ham United
brand to motivate, empower and educate local communities.
The programmes the Foundation develops and delivers are specifically targeted to cater for the
needs of the localities in which they operate. Given this approach, and since their work is so vast
and diverse, the scheme is rightly regarded as one of the most forward-thinking departments in
the country.
The cross-cutting cultural strategic theme of Equalities, Inclusion & Cohesion is critical to the
development of the Foundation. The Foundation is committed to the equality, social inclusion and
community cohesion across all areas of the business. Anti-discrimination work, combating social
exclusion and bringing people together to build greater cohesion is a desired natural output and
outcome of our delivery programmes. It is fundamental to the Foundation’s objective of ensuring
that ALL programmes maximise the positive social impact in local communities.
Our new strategy is one of innovation, impact and growth. We are determined to imbed ourselves
within a partnership approach tackling some of society’s deepest problems. We see the dreams of
our young people as an opportunity to ignite aspiration and create life-changing outcomes. If we
are able to provide an opportunity for a young person to fulfil their football dream then this would
be a bonus, the key is to establish a support programme that is individually tailored and ensures all
participants achieve success and have a positive experience.
The Foundation is focused on a range of activities and partnerships that have Equality, Inclusion,
Cohesion, Sports Participation and Pathways and key Club objectives at the heart of all our
programmes.
Contacts
Accessibility
Email: [email protected]
Tel: +44 (0) 845 217 1332
Company Information
Address: West Ham United PLC, Boleyn
Ground, Green Street, Upton Park,
London, E13 9AZ
VAT No: 697 2532 95
Corporate Hospitality Email: [email protected] Tel: +44 (0) 871 091 1811
Insurance
Employer’s Liability or Public Liability insurance
Address: QBE Insurance Europe Ltd,
Acclaim House, Central Park, New Lane,
Leeds, LS11 5UF
All postal communications addressed to us
relating to Liability insurance matters should
be sent to: AJ Mollett, Finance Director,
Boleyn Ground, Green Street, Upton Park,
London E13 9AZ
New Stadium Reservation Centre
Address: 122 The Street, Westfield Stratford
City, Montfichet Road, E20 1EN
Website: www.westhamunited.london
Tel: +44 (0) 808 110 2016
Retail and Merchandise
Website: officialwesthamstore.com
Stadium Superstore, Boleyn Ground Green
Street, London E13 9AZ Tel: +44 (0) 20 8548 2794
Basildon, Unit 19, Eastgate Shopping Centre,
Basildon, Essex, SS14 1EB
Tel: +44 (0) 1708 890 258
Lakeside Thurrock, Unit 71, Lakeside Shopping
Centre, Thurrock, RM20 2ZP
Tel: +44 (0) 1708 890 258
Liberty Romford, Unit GLA1A, Liberty Shopping
Centre, Romford, RM1 3RL
Tel: +44 (0) 1708 741 877
Safeguarding
Stadium
Address: West Ham United, Boleyn Ground,
Green Street, Upton Park, London E13 9AZ
Tel: +44 (0) 20 8548 2748
Stadium Tours
Website: www.whufcboxoffice.com
Tel: +44 (0) 871 529 1966
(calls cost 10p/minute plus network extras)
Supporter Services
Email: [email protected] Ticket Office
Address: West Ham United FC Ticket Office,
PO Box 6731, London, E13 9RA
Website: www.whufcboxoffice.com
Sales
UK Sales
Tel: +44 (0) 871 529 1966
via Option 3* (9am-5pm Monday-Saturdays)
Tel: +44 (0) 871 529 1966
via Option 1* (See Call Centre open 24 hours)
*Calls cost 10p per minute plus network extras
International Sales
Tel: 0044 203 455 1966
via Option 3* (9am-5pm Monday-Saturdays)
Tel: 0044 203 455 1966
via Option 1* (See Call Centre open 24 hours)
Post Sales
Tel: +44 (0) 303 031 1966
West Ham United Foundation
Address: West Ham United Foundation, 60a,
Albatross Close, off Woolwich Manor Way,
London, E6 5NX
Email: [email protected] Tel: +44 (0) 20 7473 7720
West Ham United Hotel
West Ham United Hotel, Boleyn Ground, Green
Street, Upton Park, London, E13 9AZ
Tel: +44 (0) 844 375 8200
Merchandise
West Ham United’s current sponsorship arrangements require the Club launches both a new Home
and Away replica kit each season. All replica kit merchandise clearly displays the life span of each kit
on its barcode and swing tickets.
Details of the change of kits are available in advance from the Club on whufc.com and
officialwesthamstore.com.
The Club carries out its obligations under the Premier League regulations to prevent price fixing in
relation to the sale of replica strip.
The Club offers refunds/exchanges /credit on merchandise in accordance with its legal obligations.
The full refund policy can found on the Club’s policy page .
At our retail outlets, the Club offers the service of printing the name of current West Ham players on
to our current replica shirts. If any such player ceases to be a member of our first-team squad, we
are unable to provide a refund or make any alterations to the shirt, and this is clearly articulated to all
supporters through our marketing, website information and reverse of our register receipts.

CLUB CHARTER

Transcription

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