WEST HAM UNITED FOOTBALL CLUB
CHARTER REPORT 2007

Accessibility

Season 2009/10 sees the club again enjoy a huge number of season ticket holders with over 24,000 supporters having purchased season tickets.

The club has continued to offer a broad range of ticket prices and concessions are offered throughout the stadium. To encourage new support further greater discounts are available for children under 10 years of age.

We continue to operate a Category A and B pricing policy for home matches and often discount ticket prices further for early rounds of either cup competitions.

Two levels of concessions are given to those supporters under the age of 16, members of our new Youth Academy club are given the greatest reduction in the cost of a match ticket and also receive one free fixture each year. Reductions are still given in all areas for non members under the age of 16 and all are able to purchase tickets for the ever popular 'Kids for a Quid' fixtures of which we have 3 each season.

Senior citizen rate concessions are available to those supporters over a pension able age 60 for women and 65 for men.

West Ham United will continue, as we do at present, to offer a 25% discount on all restricted view seats, which now only number approx 80 after the West Stand development.

Whilst we offer concessions in all areas of the stadium our designated family seating area is located in the Sir Trevor Brooking Stand Upper Tier with a capacity of 2,300.

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.

Should a match be abandoned for any reason, as explained in our Terms & Conditions, that ticket shall remain valid for the 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 first option to purchase a ticket for the rearranged fixture at half price.

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.

Supporters purchasing match tickets must adhere to the Terms & Conditions shown on the reverse of the match ticket. Any supporter returning a match ticket 24 hours before the date of that particular 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 will be made available for re-sale (subject to Police approval).

Away supporters are offered a maximum of 3,000 seats for all Premier League fixtures. For domestic Cup competitions this can be higher.

Away supporters are located in the Centenary Stand Lower and are priced as band 4 which is identical to the home supporters located in the Bobby Moore Stand Lower Tier opposite.

Away Support

We also offer the away team, concessions to all their supporters under the age of 16 and to senior citizens.

Loyalty and Membership

Ticket priority for match tickets is currently given to Club Members. Our Bond/Debenture holders have enjoyed the benefits of being holders for a number of seasons. We have also installed a ticket loyalty scheme for those supporters who regularly attend.

Facilities for the Disabled

The Boleyn Ground currently has 119 wheelchair spaces situated in various positions around the stadium and all have provision for the carer to sit with the supporter. All seats are unobstructed and many offer the supporter an elevated view.

In addition to the above we also have 136 spaces provided for the use of our ambulant disabled supporters and these are situated in both the West Stand Upper and Lower Tiers.

Access to all areas is ramped and 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 most are operated using a radar key.

The current criteria for the above are that the supporter must be claiming Disabled Living Allowance at the higher rate for mobility. Proof of this must be seen before a booking can be made however once presented future bookings are possible without being shown again.

Proof of the above can be presented to the Ticket Office either in the form of a copy of the award letter from social security or a copy of the payment book, both should show the necessary rate (high).

Blind or partially sighted fans visiting the ground can enjoy commentary for all home league and Cup matches, headsets are provided free of charge but need to be booked in advance and must be returned after the match.

Ticket prices for season 2006/07 are £15 for the disabled supporter and the carer attends free of charge. Season ticket prices at the start of the current season cost £275 (again with the carer attending free of charge) however prices may be reduced at various stages throughout the season.

We will be holding our first disabled supporters' evening in September 2007 where season ticket holders will meet with the Manager and a couple of Players who will be answering questions during the evening. This is to become a regular feature throughout the season and will give supporters the chance not only to air views but give suggestions on any changes they would like to see occur.

Consultation and Information

West Ham United consults supporters via forums, via the 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 match day programme and monthly magazine.

West Ham United will continue to consult with the various factions of its 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, Match day Programme, Hammers News 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 are currently working towards achieving the Preliminary Kitemark of the Racial Equality Standard. The issue of Racism is a subject that we care strongly about and we are fully committed to achieving the Kitemark which is in association with Kick It Out.

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.

The club is also involved with the Asians in Football project together with after school clubs.

We also participate in the Kicks Project with the Football Foundation and carry out coaching duties in many schools and put on many holiday courses for school children.

Safeguarding Children Policy

West Ham United Football Club and its staff, full-time, part-time and volunteers either paid or unpaid have a duty of care to safeguard all children involved in West Ham United Football Club from harm. All children have a right to protection, and the needs of disabled children and others who may be particularly vulnerable is taken into account. West Ham United Football Club will ensure the safety and protection of all children involved in any activity or series of activities arranged by or in the name of the club through adherence to the Child Protection guidelines adopted by West Ham United Football Club.

The policy, procedures and systems are mandatory for all staff whose employment involves working with children or vulnerable adults either paid or unpaid on behalf of the club. All staff share the responsibility for the protection of children and vulnerable adults and will show respect and understanding for their rights, safety and welfare.

A child is defined as a person under the age of 18 (The Children Act 1989).

The aim of the West Ham United Football Club Safeguarding Children Policy is to promote best practice:
Providing children and young people regardless of their age, gender, language, religion, ethnic background, disability or sexual identity with appropriate safety and protection whilst in the care of West Ham United Football Club.

The Club has a Children's Services Officer ("CSO") who has overall responsibility for the safeguarding of children and vulnerable adults at the Club and a number of Safeguarding Officers who work within various areas of the business. These Officers have special responsibilities and are the focal point for safeguarding children and vulnerable adults in their nominated area.

Anybody with concern about a child or vulnerable adult's welfare should contact a Safeguarding Officer for advice in the first instance - details can be found below.

Kelvin Wagner -Club Children's Services' Officer
Tel: 0208 548 2799
Email: kwagner@westhamunited.co.uk

The FA / NSPCC Helpline: 0808 800 5000 / Textphone: 0800 056 0566
For further advice and information on the FA Child Protection Guidelines, please visit www.thefa.com/goal.

Merchandise

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.

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 club's policy to change its home and away kits 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 Director 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 standards 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.

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, e-mail, 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.

Straightforward issues would be dealt with by the department concerned, but should a more detailed response be required this will be dealt with by persons in higher positions, individually or collectively as required.

West Ham United is now a non-smoking stadium as per government regulations.