Heart of Midlothian FC 2015 Page 1

Transcription

Heart of Midlothian FC 2015
Page 1
Welcome to the Heart of Midlothian FC Supporters’ Charter
Our Supporters’ Charter is designed to provide extensive information about the club, its
services and our focused approach to supporter communication.
Additionally, the Supporters’ Charter includes extensive information about the club’s
expectations relating to supporters’ conduct, in order to foster ‘a club for all’ atmosphere at
Tynecastle Stadium.
UEFA has recognised that Hearts’ Supporters’ Charter is amongst the best practice in
supporter communication in Europe, and with that in mind we are very proud of this guide.
Should you have any queries regarding the Supporters’ Charter please do not hesitate to
contact our Ticket & Supporter Services Manager Mark Waterson via
[email protected] or 0871 663 1874 option 1*.
The Heart of Midlothian Commitment
As a progressive football club, located at the heart of Scotland’s capital city, Hearts aims to
offer the best possible experience to our supporters, in a safe and vibrant environment.
Heart of Midlothian is fully committed to:









Our supporters
Our history, heritage and tradition
Our community
Removing racism, sectarianism and unacceptable conduct
An exciting matchday experience
Our selected charities and partner organisations
Quality of services and product, in all areas including ticketing and retail
Our employees
The development of young people through sport, health and education
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Supporter Care and Communication
Hearts supporters are amongst the most passionate in the world and we recognise that they
make a massive financial and emotional commitment to the club they love.
With that in mind Hearts aims to offer an attentive and comprehensive service.
Our supporter services team works six days a week, managing telephone calls and emails in
an efficient and personal manner.
You can contact us via [email protected] or call us on 0871 633 1874,
option 1*.
Alternatively you can write to us, including a contact telephone number (daytime and
evening) to: Supporter Services, Heart of Midlothian Football Club, Tynecastle Stadium,
Gorgie Road, Edinburgh, EH11 2NL.
Response Commitment


Hearts will normally reply to supporter emails within three working days
Hearts will normally respond to written letters within seven working days. The club
may choose to initially reply via a telephone call, and follow that up with a written
response, as agreed and if appropriate
Enquiry and Complaints Process
Enquiries will be channelled from supporter services into the correct department and an
appropriate response will be made under the terms of our Response Commitment, as
outlined above.
Where an enquiry cannot be resolved, supporters should contact Ticket & Supporter
Services Manager Mark Waterson in writing (email or post).
Ultimately, if an enquiry has not been satisfactorily resolved, supporters should address a
complaint in writing (email or post) to Denise Oldham, PA to the Board.
Page 3
Competitions
Hearts is a full member of the Scottish FA and a founding member of the Scottish
Professional Football league.
The first team will participate in three competitions next year: the Scottish Premiership, the
Scottish League Cup and the William Hill Scottish Cup.
Scottish Premiership
Twelve teams participate in the Scottish Premiership.
Each team plays three games against opponents during
the ‘regular’ season. Some opponents are played twice
at home and once away, and vice versa.
After 33 matches the league splits into two groups based
on which half of the table a team is placed. Thereafter five final fixtures take place.
Normally a team will play 19 games at home and away each season, however on occasions
it may be necessary for the matches to split 20-18 or vice versa.
At the end of the season the team that finished first is crowned Scottish Premiership
champions and qualifies for UEFA Champions League. The runners-up may also qualify for
the UEFA Champions League, depending on the league’s European co-efficient rating.
The third-placed team qualifies for the UEFA Europa League (entering at round three), whilst
the fourth-placed team will also qualify for the UEFA Europa League (entering at round two).
These teams move up a round if the Scottish Cup entrants to the UEFA Europa League are
runners-up, because the winners have already qualified for the UEFA Champions League.
The bottom-placed team will be relegated to the Scottish Championship, while the eleventhplaced team will play two play-off games against either the 2nd/3rd/4th-placed side from the
Championship, whereby the winner will take part in next season’s Premiership, and the loser
the Championship.
Scottish League Cup
The Scottish League Cup includes all teams from the Scottish Premiership and the
Championship, League One and League Two.
Hearts will enter the tournament at round one. Qualification for the
Final would see Hearts play six games in total. The Semi-Final and Final are played at
neutral venues, with the Final at The National Stadium, Hampden Park. Ticket prices are set
by the SPFL in consultation with competing clubs for the Semi-Finals and Final.
Ticket prices for all other rounds are set by the home club, usually in agreement with the
visitors. Clubs generally charge similar prices to that of standard league fixtures with the
home club’s division.
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William Hill Scottish Cup
The William Hill Scottish Cup includes all 42 teams from the Scottish
Professional Football League and non-league qualifying teams from
Junior and Senior Football.
Hearts will enter the tournament at round four in November. Qualification
for the Final would see Hearts play five games in total. The Semi-Final
and Final are almost always played at The National Stadium, Hampden Park with ticket
prices set by the Scottish FA after consulting competing clubs.
Ticket prices for all other rounds are set by the home club, usually in agreement with the
visitors. Clubs generally charge similar prices to that of a standard league fixture within the
home club’s division.
The winners of the Scottish Cup qualify for the Europa League (entering at found four). The
runners-up do not qualify for any European competition.
Page 5
Hearts Tickets
Introduction
Hearts aims to offer ‘football for all’ with a range of match ticket prices that offer
representative value for money within Tynecastle Stadium.
Tickets are available to book 24 hours a day online and via telesales. Our Ticket Centre is
located within the Hearts Clubstore and is open six days a week.
Seating at Tynecastle
Hearts operates four seating zones: Platinum, Gold, Silver and Bronze.
Each zone and price reflects the quality of view in relation to the pitch.
Our seating zones apply to both season ticket and match ticket sales.
Page 6
Season Tickets
Sales
Season tickets afford the best value, compared to match-by-match prices. They include
access to all Scottish Premiership home games.
For 2015-16 all season ticket holders received a Smartcard to access games at Tynecastle.
Scottish League Cup and William Hill Scottish Cup matches are sold on a match-by-match
basis, only. Season ticket holders are able to book and “add” these matches to their
Smartcards when seats are available as pre-reserved.
Account Information
Season ticket holders can update their account details online at Hearts eTickets, which is
accessed via www.heartsfc.co.uk.
Season ticket holders will have received their username and password by letter or email,
however these can be redeemed by contacting our supporter services team on 0871 663
1874, option 1*.
Lost Season Smartcards
Season ticket holders who lose their Smartcards may obtain a replacement in person from
the Ticket Centre, subject to a £10 administration charge. Photographic identification is
required. The previous Smartcard is de-activated and will no longer work.
No Season Smartcard on Matchday
Season ticket holders may receive a replacement ticket provided their Smartcard has not
already been used to enter the stadium.
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Home Match Tickets
Ticket prices vary depending upon Hearts’ opponents and whilst these are set in advance of
the season, they can be subject to change at the club’s discretion.
Online ticket sales – available for every Premiership match now
Tickets for every Scottish Premiership match are available online now. Tickets are
dispatched around four weeks before the match, and are sold subject to the date and kick-off
time changing.
To book tickets click on www.heartsfc.co.uk 24 hours a day.
Self-printed tickets are available via the club’s TicketFast facility.
Telesales and Counter sales – 22 days before each match
Telesales and counter sales at the Ticket Centre for each match usually begin 22 days
before the fixture date.
Our telesales team is available 24 hours a day on 0871 663 1874, option 1*.
The Ticket Centre is located within the Hearts Clubstore on McLeod Street and is normally
open:
Monday to Friday – 9am until 5pm
Saturday – 10am until 4pm
Weekend Matchday – 10am until kick-off
Latest ticket information is always available online at www.heartsfc.co.uk.
Page 8
Other Important Information
Supporters with disabilities
All supporters are welcome at Tynecastle. The stadium has disability compliant facilities. The
club also operate a commentary service for visually impaired supporters.
More information is available from our supporter services team, Monday to Friday from 9am
until 5pm on 0871 663 1874, then option 1*.
Restricted view seats
Supporters should note that there are a limited number of seats which offer a restricted view
in the Main Stand. A discount will be offered for these seats. Restricted seats are only
available for purchase after all other seats in the stadium are sold.
If you lose your tickets Hearts cannot offer reprints for match tickets lost after they have
been despatched from the Ticket Centre.
Fixture changes
From time to time it is necessary to change the date or kick-off time of fixtures, either for live
TV or because of a club’s participation in European competition. Such changes will be
communicated via the club’s website, www.heartsfc.co.uk and thereafter through the media.
Booking fees – home and away games
Hearts uses an advanced customer relationship management system (CRM) via
Ticketmaster. Booking fees are charged on all transactions, except cash payments in the
Ticket Centre. This covers staff costs, Ticketmaster commission charges, and full use of the
comprehensive system that allows the club to efficiently manage supporter details and
booking histories.
Refunds
Refunds are not available on tickets sold, unless the date and kick-off time changes after the
time of sale.
Abandoned or postponed matches
Tickets will be valid for rescheduled matches if a game is postponed. Tickets are nonrefundable after the match has kicked-off.
Club liability
Hearts is not liable for any loss, damage, or injury sustained by any individual or group whilst
on club premises.
Page 9
Away match tickets
Where other clubs provide us with tickets in advance, Hearts prefers to sell match tickets in
advance of every game. This is recognised in football as best operational and safety
practice.
Away tickets, where available, will usually go on sale 15 days before each match.
There are two ways to book tickets:


Call 0871 663 1874, then option 1, then option 8* (Monday to Friday, 9am until 5pm)
Visit the Ticket Centre within the Hearts Clubstore
Cash only turnstiles
Sometimes, host clubs will not issue tickets. In this instance
match tickets are likely to be available from the host club on
the day of the game.
Latest ticket information is always available online at
www.heartsfc.co.uk.
Hearts Travel
Hearts offers excellent, family friendly bus services to most away
matches if there is demand. Contact the supporter services team on
0871 663 1874, then option 1, then option 8* to book seats and obtain further information.
Hearts Loyalty
For the eighth successive season Hearts will offer Loyalty Points to supporters who back the
team – home and away.
Season ticket holders will be allocated 20 Hearts Loyalty Points.
Between 1 and 7 Hearts Loyalty Points are allocated for attending away matches. Each
match is considered separately, based on location, date and kick-off time, where advanced
sales apply.
Supporters can check their Hearts Loyalty Points online via www.heartsfc.co.uk.
Page 10
Hearts Retail
Hearts Clubstore is located off McLeod Street at
Tynecastle Stadium and is normally open:
Monday to Saturday – 9am until 5pm
Matchdays – 9am until 6pm
The official online store, www.heartsdirect.co.uk is open
24 hours a day offering a full range of official
merchandise.
Junior Jambos
From this season every U16 can join our membership programme,
Hearts Juniors.
Offering fantastic opportunities to become involved at Tynecastle
as a flag-bearer or mascot, plus some brilliant Matchday and nonMatchday experiences, Hearts Juniors is the best way to meet the
players and get closer to the club.
For more information or to register for free call 0871 663
1874, then option 7*
There’s much more information online at www.heartsfc.co.uk.
Page 11
Hearts Media
The Hearts News Centre is open 24 hours a day, seven days a week, providing news,
content and analysis. You can keep up to date with what’s going on through official club
channels:
www.heartsfc.co.uk
Established in 1996, the official website is the number one
resource for news from Tynecastle and Riccarton. If you don’t
see it on the website then it hasn’t happened! Whilst other
media outlets will tell you that they know the inside track, you
can be absolutely 100% sure that until it appears on
heartsfc.co.uk it’s not official!
HeartsTV
Our official online TV channel provides live audio coverage
of every match, live video streams of every home game
and selected away games (ex-UK and Ireland), highlights
of every game in the first team, U20s, plus big name TV
interviews and full coverage of every news conference.
Award winning Matchday Programme
The club’s outstanding Matchday Programme is on sale before every home
game. Packed full of exclusive interviews, news, analysis and comments,
the magazine is a terrific read and has been voted the best in Scotland.
A digital version is also available for iPhone, Android, iPad, Mac and PC
users. Logon to www.heartsfc.co.uk for more information and to find out
how you can download the app.
Twitter
Follow the official Hearts Twitter account www.twitter.com/Jamtarts for
instant updates on the club and live match tweets.
Facebook
The
club’s
official
Facebook
page
can
be
located
at
www.facebook.com/HeartofMidlothianFC. ‘Like’ the page to receive all the
latest news and posts from the club on a daily basis.
Page 12
Big Hearts Community Trust
The Big Hearts Community Trust is the club’s main vehicle for
investing in community development projects. It is an
independent charity and its role is to support the work of local
people towards building communities where people of all ages
can live, work and participate in sport safely, where they
welcome each other’s differences and help each other to grow
and succeed. This requires the club, through the Trust, to
actively engage with local community leaders and forums and to offer sporting opportunities
and a wide range of inspiring health and educational activities for the benefit of local people.
Big Hearts is built on three main pillars of activity
1. Bigger Hearts: the Hearts brand is stronger as a result of deploying its staff, its traditions
and resources for the benefit of local people and charities through raising awareness, using
players as positive role models and facilitating successful fundraising activities.
2. Better Grassroots: more than 15,000 children and young people each year enjoy sports
coaching and have the opportunity to have fun and be the best they can be.
3. Stronger Communities: local communities are safer, healthier and more confident as a
result of our investment and activities.
Since 2006 the charity has forged valuable and fruitful relationships with six local authorities
and numerous community partners, resulting in high levels of activity in areas such as
health, education, social responsibility, grassroots sport and club development. In close
conjunction with Heart of Midlothian Football Club, the Trust continues to make a valuable
social and community contribution to the south-east of Scotland and beyond.
Page 13
What we ask of our supporters – Supporter Conduct Policy
Introduction
Hearts wants to create a vibrant and exciting
atmosphere at Tynecastle Stadium.
This strong policy, developed in partnership with
the club, its supporters and key stakeholders,
exists to protect everyone and proactively
promote supporters’ experiences positively.
This takes into account the strict rules implemented by both UEFA and Scottish Premier
League, and relates to ‘unacceptable conduct’.
Hearts also works tirelessly with the football authorities, the Scottish Government (Football
for All) and Show Racism the Red Card.
The club also works closely with surrounding local authorities including: The City of
Edinburgh Council, Scottish Borders Council, Midlothian Council, West Lothian Council, East
Lothian Council, and Fife Council to promote a positive message, using our footballers as
key role models for young people.
Supporters should be aware that Hearts can face severe penalties – including loss of points
– for a breach of this policy.
Unacceptable conduct
Hearts is keen to ensure that all supporters benefit from a safe and welcoming environment
at Tynecastle Stadium.
Part of this process will involve the mutual exchange of information between police,
stewards, and fellow Scottish Premier League clubs.
As such, supporters should note the guidelines issued by the Scottish Premiership which
underline that unacceptable conduct will not be tolerated and that league points can
ultimately be deducted.
Unacceptable behaviour comes in many forms such as foul and abusive language,
threatening behaviour, comments about a person’s race, religion, creed, nationality or sexual
orientation, damage within the stadium and general anti-social behaviour.
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Visiting supporters are very welcome at Tynecastle Stadium, however they are also
expected to fully abide by Hearts Supporters’ Conduct Policy.
Penalties
Hearts operates a strict policy with regard to unacceptable conduct. The following acts as a
guide to the penalties the club reserves the right to implement.
Offence/Discipline
Ejection from
Ground
12-match
ban
6-match
ban
Season
ban
Indefinite
ban
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Missile throwing
Racism/sectarianism
and other forms of
prejudice
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Pitch incursion
General unrest
Fighting/physical assault
Abuse/aggression to
stewards and staff


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








Breaches of peace
Fraud
Credit card/financial
Ticket offences
Touting/duplication
Possession of alcohol in
the ground

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

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
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Unacceptable conduct
excessive
Written
Warning
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Drunk within the stadium
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Foul & abusive language
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

Smoking policy
Non compliance




 minimum recommended action

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 maximum recommended action
 optional actions
Bans may be imposed following any court judgements or bail requirements
12-match ban includes home and away games
6-month ban is imposed during the football season
Indefinite bans are reviewed after 12 months of the football season
A breach of the above penalties will automatically lead to the next level of penalty
being imposed

Where the club receives official information regarding a supporter’s involvement in
any offence it reserves the right to issue any sanctions in accordance with the
guidelines above.
Page 15
Hearts Together with G4S
Whether on or off the field, success takes teamwork and the
‘prevention is better than cure’ approach adopted by supporters,
the club and G4S Events in relation to crowd behaviour is a good
example of everyone working together for the benefit of all.
The aim of G4S Events is to assist in the continuing development of an enjoyable
experience at Tynecastle; one that allows supporters of all ages to safely enjoy the match in
the knowledge we have an aim that is a common cause with every fan.
G4S Events is an active partner with the club in ensuring that supporters are provided with a
security and stewarding services that listens to the fans and delivers on expectations.
The security and crowd management (stewarding) operation has a number of obligations
under the Health and Safety at Work Act 1974; the Safety at Sports Grounds Act 1975 and
the Private Security Industry Act 2001, as well as the regulations and policies issued by the
club.
These obligations require security staff to undergo a strict process of training and vetting to
obtain a Security Industry Authority (SIA) issued licence. Stewards must also successfully
complete training to obtain a Level 2 Certificate for Event Stewards. This is just the minimum
requirement with much more demand for those in supervisory roles and for security staff who
have responsibility for spectator security where taking action against unacceptable conduct
or behaviour is a main task.
To enable security and stewards to demonstrate the value of the partnership and to meet
obligations without being seen as over officious, the focus is on a number of clear objectives,
which are:

Delivery of a safe and enjoyable experience for the fans

The maintenance of a secure environment for all

To have a positive engagement with supporters

To be an active partner that demonstrates action
Through various initiatives, G4S Events will reach out towards supporters; offering a range
of opportunities to talk about issues that concern them and looking to the future, working
hard with the club by supporting opportunities that will create a learning experience for the
young fan. Together this will help meet our aim of earning levels of co-operation that delivers
the enjoyable experience every Hearts fan deserves.
Page 16
G4S Events
G4S Events is the leading independent event security and
stewarding services business in Europe, based in Edinburgh and
part of G4S plc, the world’s largest security solutions provider.
Visit our website at www.g4s.com.
Page 17
Ground Regulations
1. All matches are played in accordance with the Rules and Regulations of the Scottish
Football Association, the Scottish Premier League, The Scottish Football League,
and where applicable, the Regulations of FIFA/UEFA Competitions.
2. Play cannot be guaranteed to take place on any particular day or at any particular
time and the club reserves the right to change its advertised fixtures without prior
notice and without liability.
3. Tickets allotted by this club/event organiser are issued on the express conditions that
no holder thereof shall sell or transfer same for a larger price than appears on the
face thereof. In the event of any breach of this condition, the club reserves the right
to cancel this ticket and to retain the money paid therefore on allotment.
4. In the event of the match being abandoned after having kicked off you may be
entitled to a refund of the cash admission charge paid at the turnstile in the
determination of the club/event organiser acting reasonably.
Where a match is abandoned before the expiry of the first half, a replacement ticket
for the replay will only be issued to supporters who have retained the original ticket
stub as their receipt of attendance. Obtaining a replacement ticket for the replayed
match will be subject to the original ticket receipt being presented prior to a
nominated closing date. If necessary, season ticket holders will have a new match
voucher nominated for the replay.
5. In the event of an all ticket match being postponed for any reason, the ticket will be
valid on the rearranged date.
In the event of postponed/abandonment/cancellation of a match you may be entitled
to a refund (in full or in part depending upon the circumstances) of the purchase price
of the ticket. Please contact the club for details.
6. All children entering the ground must pay for admission or hold a valid ticket.
7. Unauthorised persons are not permitted to enter upon the field of play.
8. With the exception of authorised media representatives holding accreditation issued
by the club/event organiser, the taking of photographs or filming by any means inside
the ground is prohibited. In addition, no transmission or reproduction, in whole or
part, in any form, or by any means, electronic, mechanical, recording or otherwise is
permitted save with a special authorisation in writing by the club/event organiser and,
where appropriate, the prior consent of the Scottish Football Association, the Scottish
Premier League, the Scottish Football League or appropriate body.
9. Only persons specifically authorised in writing by the club are permitted to offer
newspapers, periodicals or any other articles for sale in the ground.
Page 18
10. Unnecessary noise such as from the use of radio sets and behaviour likely to cause
confusion, annoyance or nuisance of any kind, is not permitted in any part of the
ground.
11. Foul, abusive sectarian or racist language or conduct is totally FORBIDDEN.
12. Please note that it is an offence punishable by law for any person to enter or attempt
to enter the ground:
1. Whilst in possession of a prohibited container which is or was capable of
holding liquid and which if thrown would be capable of causing injury to
another person.
2. Whilst in possession of alcohol.
3.
Whilst drunk.
4. Whilst in possession of any article or substance whose main purpose is the
emission of a flare for purposes of illuminating or signalling or the emission of
smoke or visible gas.
5. Any article which is a firework.
All persons entering the ground may be searched by the police.
13. All persons entering the ground must adhere to the Segregation Arrangements for
the ground. Any persons entering the wrong end of the ground will be removed from
the ground with no re-admission.
14. Standing is FORBIDDEN in seated viewing areas.
15. Banners, or other articles which could, or might be used as a weapon, or to cause
annoyance or offence, are not permitted within the ground.
16. Tynecastle is a no smoking stadium and smoking is strictly forbidden in all areas of
the stadium.
17. All persons entering this ground are admitted subject to the condition that they may
be required to submit to search to prevent prohibited articles being brought into the
ground which might be used to cause injury or damage to other persons or property.
18. Under no circumstances is it permitted to throw any objects whether on to the pitch or
track or otherwise.
19. At all times, the right of admission is reserved by the Club Management and in
general no transfers within the ground are allowed.
20. All persons entering this ground are admitted only subject to the above Ground
Regulations and the Scottish Football League. ENTRY TO THIS GROUND SHALL
BE DEEMED TO CONSTITUTE UNQUALIFIED ACCEPTANCE OF ALL THESE
RULES AND REGULATIONS.
21. The club reserves the right for its servants and agents and for members of the police
forces to remove from the ground any person who does NOT COMPLY WITH
GROUND REGULATIONS AND WITH THE RULES AND REGULATIONS of The
Scottish Football Association, the Scottish Premier League, The Scottish Football
Page 19
League and/or, where applicable, the Regulations of the FIFA/UEFA Competitions or
whose presence in the ground is or could reasonably be construed as constituting a
source of danger, nuisance or annoyance to other Spectators.
Page 20
Who we are
Heart of Midlothian Football Club
Tynecastle Stadium
Gorgie Road
Edinburgh
EH11 2NL
Chairman:
Directors:
Ann Budge
Eric Hogg, Craig Levein, Kevin Windram, Ann
Budge, Brian Cormack
Chief Operating Officer:
Facilities / Security Manager:
Head of Commercial:
Scot Gardiner
Martine Collie
Ann Park
Head of PR & Communications:
Football Administration & Projects Manager:
Ticket & Supporter Services Manager:
Paul Kiddie
Clare Cowan
Mark Waterson
Director of Football:
Academy Manager:
Craig Levein
Roger Arnott
Online: www.heartsfc.co.uk | www.heartsfc.co.uk/tv | www.heartsdirect.co.uk
Email: [email protected] | [email protected] | [email protected]
*Calls cost 10p per minute plus your network operator’s standard rate.
Charter Currently Under Review
Page 21

Heart of Midlothian FC 2015 Page 1

Transcription

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