Club & DSA CoChair Meeting Minutes
Date: 14.08.2024
Time: 17.00-18.00
Location: Virtual / London Stadium
Attendees:
• Cathy Bayford, DSA
• Trevor Bright, DSA
• Liam Bird, Level Playing Field
• Nicola Keye, Director of Ticketing
• Cat Smith, Head of Supporter Services
Agenda:
1. Clarity on Concession Structure for Disabled Supporters
1. Renewals for existing season ticket holders
2. Options for new season ticket holders
2. Communication and Consultation Processes
3. Match-by-match tickets
4. Miscellaneous Points and Future Actions
Key Points Discussed:
1. Clarity on Concession Structure for Disabled Supporters
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• The DSA requested clarification on the current concession structure for disabled supporters, including season ticket holders and match-by-match attendees.
• The Club shared the process for ticket purchasing for the 2024-25 season.
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o During the season ticket renewal period, all existing season ticket holders, including those with access requirements , received a direct communication with regarding renewal pricing and concession retention. All existing concession ticket holders retained their concessionary discount.
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o New Season Ticket holders, which came from the waiting list, were also given the opportunity to join as accessible season ticket holders if they met the established criteria. They had the option to purchase an adult priced ticket in 1966- Band 4 or a concessionary ticket in Bands 5 & 6.
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o The Club shared that following supporter feedback, the club introduced new "easy access seats" in specific areas (155, 127, 227, and 255) for the 24-25 season, available to those with ambulant needs or those unable to sit at height. These seats are offered at a concession price in Band 3 and include the provision of a personal assistant.
• The DSA inquired about wheelchair-user spaces in the new accessible areas. Nicola Keye confirmed that these areas currently do not include wheelchair bays, but wheelchair-user spaces will be redefined for the 25-26 season, separate from ablebodied supporter seating bands, and this will be done in consultation with the DSA.
• Level Playing Field emphasised the need for supporters to have choice and flexibility in where they sit. The Club confirmed they would provide further clarification to both Level Playing Field and our disabled supporters in relation to the seating options they had
5. Communication and Consultation Processes
• The Club acknowledged that there should have been consultation before these changes were made and reiterated that future consultations is planned with the Fan Advisory Board, particularly in preparation for the 25-26 season.
• The Club also agreed to review the communication, recognising a need for improved clarity and communication via official channels such as the Hammers Help page.
6. Miscellaneous Points and Future Actions
• The DSA expressed concerns about the current concession policy for Category A and AA seating, highlighting the unique challenges faced by disabled supporters, such as the lack of lift access and seating at height.
• The Club agreed to work together on solutions, particularly for match-by-match ticketing, and to gather feedback from supporters to refine the club’s approach.
• The Club also felt it important to note the introduction of additional accessible services, such as the new audio system, sensory room, and shuttle buses as positive developments.
Actions Agreed:
1. The Club will draft and circulate the meeting notes and agreed actions.
2. The DSA will provide specific questions or concerns to be addressed in a communication to all disabled supporters
3. Level Playing Field will share specific questions with the Club to review
4. The Club will consult with supporters at the FAB and DSB meetings for this season