West Ham United Customer Charter 2011/12
West Ham United is a dynamic fan-focused football club constantly moving forward but always with an eye on the past. The club is run by fans for fans and we are proud of the famous support afforded to us by our vast and passionate supporter base. We are absolutely committed to working in tandem with them to drive the club forward and help realise our collective ambitions. West Ham is proud of its rich heritage but embraces its reputation at the forefront of innovation both on and off the field.
Key objectives for the 2011/12 season include but are not limited to:
·To firmly establish our recently formed Supporter Advisory Board to ensure an effective two-way dialogue between the club and its supporters and more importantly implementing and demonstrating the results of initiatives suggested by the Advisory Board
·To consult with our supporter base regarding our proposed move to the Olympic Stadium
·To make it enjoyable and entertaining to visit the Boleyn Ground
·To make football accessible for all through targeted programmes e.g. for schools, key community groups
·To reward the loyalty of our most valued customers
·To improve the matchday experience through improved Customer Service
West Ham United actively welcome constructive feedback from supporters whether we have exceeded your expectations or if we have fallen short of expectations.
It is important to let us know if this is the case to help us to deliver an improved and more effective service to you our most loyal supporters.
The club's Marketing Department operates its Customer Service policy in conjunction with the Customer Service Supervisor. Customer Service is a key area of focus in the Board Strategy for 2011/12 and the department is expected to grow ahead of the start of the season as a result.
In addition to the dedicated team, the club has an official Customer Services Representative Board which meets regularly and has representation from all operational departments. The representatives have the specific task of championing effective Customer 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 customer within a maximum of 28 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, fax or letter, dependent on the nature of the request or complaint. The most effective way of contacting the club is via the dedicated customer service email firstname.lastname@example.org and full information can be viewed on the dedicated Customer Service section on the official club website which is easily accessible from the main menu via the Contact Us section http://www.whufc.com/page/ContactUs/0,,12562,00.html.
This dedicated area contains a frequently asked questions section which details the response to the most common queries or by clicking this link:
Contact can also be made via post by writing to:
West Ham United Football Club
Or via telephone by calling 0871 222 2700 (calls cost 10p per minute plus network extras) and selecting option 3.
West Ham United's policy and practice is that no employee or job applicant is treated less favourably than another on the grounds of their gender, sexuality, marital status, age, race, ethnic origin, creed, HIV status or disability, or is disadvantaged by conditions or requirements, which cannot be shown to be justified.
This Equal Opportunities principle shall apply in respect of all conditions of work including pay, hours of work, holiday entitlement, sick pay, maternity and paternity entitlement, pensions, recruitment, selection, training, promotion, shift work, redundancy and work allocation.
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.
Safeguarding vulnerable adults policy
West Ham United is committed to creating opportunities for adults with disabilities and mental health problems to participate in a broad spectrum of activities at the club at the same time as creating a safer culture for the participants.
The participation of adults at risk may be as players, coaches, employees, volunteers, officials, administrators or spectators.
The club embraces its moral, legal and social responsibility to provide a fun and safe environment for all those participating in these activities.
The club has a commitment to manage and monitor allegations of discrimination, harassment, abuse and bullying.
The Safeguarding Vulnerable Adults Policy is there to react to the occasions where proactive and preventative work has failed and where harm has occurred by acts of commission or omission and where the Vulnerable Adult has not been able to safeguard his or her self.
In particular its function is to ensure that safeguards are put in place to keep the Vulnerable Adult safe and to prevent such harm occurring again, either to the same Vulnerable Adult or to other Vulnerable Adults.
West Ham United is committed to football being inclusive and providing a safe and positive experience for everyone involved in the Club.
Whilst it is hoped that the proactive preventative work, including training, vetting and providing clear policies are sufficient to safeguard all adults at West Ham United, the club recognises that it has a responsibility to safeguard Vulnerable Adults from abuse and harm and to respond where abuse and harm are perceived to have occurred.
The responsibility taken by this Policy is to:
·Safeguard the welfare of Vulnerable Adults at West ham United by protecting them from any significant physical, sexual and emotional harm and from neglect, bullying and financial harm within the club. This may include training and codes of practice amongst other strategies for reducing risk.
·Report to the appropriate authorities any concerns about abuse or harm to Vulnerable Adults whether this occurs within the club or elsewhere and whether this be a potential criminal offence or other concern. The appropriate authorities may be internal and external to football. This will include following the club's reporting frameworks.
·Ensure appropriate investigations and responses to concerns about abuse or harm within West Ham United utilising the disciplinary process as appropriate. This will include work in partnership with the Police and other statutory agencies charged with investigating and responding and with the Vulnerable Adult who is believed to be at risk or believed to have been harmed.
·Following such investigations, act to put appropriate safeguards in place to safeguard the Vulnerable Adult in the future and to reduce the risk of harm to other Vulnerable Adults in the club.
·Report when appropriate to the Independent Safeguarding Authority (ISA) anybody delivering a regulated activity for West Ham United who is believed by the club to present a risk of harm to Vulnerable Adults. Where the club "withdraws permission" for a person to deliver a regulated activity they will also be reported to the ISA.
The club has the power as part of the West Ham United Disciplinary procedures to issue a suspension, pending a risk assessment where any one or more of the following applies:-
1.The individual fails to comply with any part of West Ham United's CRB and ISA Processes;
2.The individual has been barred by the ISA from engaging in regulated activity relating to Vulnerable Adults;
3.The individual has been convicted of, or made the subject of caution for, a serious sexual, violent offence or any other offence that West Ham United believes to be relevant to the care of Vulnerable Adults;
4.Following a risk assessment, the club is satisfied on the balance of probabilities that the individual poses or may pose a risk of harm to Vulnerable Adults.
All club staff receive, within their employee manual, full details of the club's responsibilities in these areas and all policy in respect of safeguarding is widely available on the club's intranet. Staff are required to read all documentation and confirm formally that have read and understand the policies which are updated on a regular basis.
If further information is required in these areas it can be obtained by contacting the club's HR department via email@example.com
Other useful contacts can be found below:
VAPO, CSO West Ham United
07595 821 922
Disability Liaison Officer, West Ham United
0208 548 2728
Safeguarding Officer 'Academy'
0208 590 3311
Safeguarding Officer 'Community Trust'
0207 473 7720
Safeguarding Officer 'Community Trust'
07779 655 672
FA PL Head of Safeguarding
0207 864 9173
The West Ham United Community Sports Trust has been delivering services since the early 90s in east London and Essex, targeting some of the most deprived boroughs in the country.
The Trust 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 Trust 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.
For more information email: firstname.lastname@example.org or phone: 0207 473 7720
The club prides itself on its efforts to consult fully with supporters and does so via the following means:
·All club platforms e.g. the official website, matchday programme, throughout the stadium on matchdays and via dedicated emails
·Regular questionnaires, supporter surveys, and fan forums
·Through dedicated Disabled Supporter Forums
·The official Supporter Advisory Board which is fully representative of its supporter base
In addition the club fully recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is kept confidentially in accordance with the Data Protection Act (1998).
Ticketing accessibility and refunds
The club continues to offer a broad range of ticket prices while concessions are offered throughout the stadium. To encourage new support greater discounts are available to children under ten 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 Youth Academy are given the greatest reduction in the cost of the match ticket and also receive three free fixtures each year. Reductions are still given in all areas for non- members under the age of 16, who are able to purchase tickets for the popular 'kids for a quid' fixtures.
Additional concession rates are available to those supporters aged over 65.
West Ham United will continue, as we do at present, to offer up to 15 per cent discount on all restricted view seats, which now number approximately 80 after the West Stand development.
While 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 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.
Match ticket refunds are only considered in exceptional circumstances and on a discretionary basis via written confirmation no later than 72 hours prior to kick off.The price of the ticket will not be refunded to the holder in any circumstances if the match has to be abandoned.
Should a match be postponed for any reason, as explained in our terms and conditions, the tickets shall remain valid for the re-arranged 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 the first option to purchase a ticket for the re-arranged fixture at half price.
It is the ticket holders responsibility to ascertain the date and time of any match, refunds will not be given to supporters who arrive late.
Upon entry to the stadium, supporters wishing to leave do so at the understanding that re-admission is strictly prohibited and all supporters must be inside the stadium before half-time as no supporter will be allowed entry after this time.
If a ticket is resold or transferred withoutthe prior written consent of West Ham United or anyone of its authorised sub-agents, it will become void, retained and the holder will be refused entry to or ejected from the Stadium.
Loyalty and membership
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 2011/12 season long 10% on all club merchandise sold via our three stores. Details can be found here: http://www.whufc.com/page/ClubStores/0,,12562,00.html and via our online store www.officialwesthamstore.com.Ticket priority is also afforded to club members.
The club still continues its Young Adult Membership which entitles any supporter under the age of 21 to a 50 per cent discount on tickets throughout the season. The Academy membership for adults includes two half price tickets and Youth Academy members benefit from three free match tickets. All membership discounts are strictly for the membership holder only.
Our Bond/Debenture holders also enjoy the benefits of their status and have for a number of seasons. We also have a ticketing loyalty scheme for those supporters who regularly attend.
Additional schemes include allocating priority points for season tickets holders to reward attendance of away cup and league fixtures. One point is awarded for each game attended. Friendlies are not included in the current the loyalty scheme.
Away supporters are offered a maximum of 3,000 seats for all fixtures. For domestic cup competitions this can be higher.
We also offer the away team concessions to all their supporters under the age of 16 and to senior citizens aged 65 and over.
Disabled and Visually Impaired Supporters
The Boleyn Ground has 111 + 6 away spaces situated in various positions around the stadium and all have the 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 400 spaces provided for use of our ambulant disabled supporters and these are situated in the West Stand upper and lower tiers, The Bobby Moore Stand Lower Tier and the Sir Trevor Brooking Stand Lower Tier.
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. Most are operated using a radar key.
The current criteria for the above are that the supporter must be claiming disabled living allowance (DLA) at the higher rate for mobility or care. Proof of this must be seen before a booking can be made, however, once presented future bookings throughout the season are possible without being shown again until the following season. Proof that a carer is required may also be requested.
Proof of the above can be presented to the ticket office either in the form of a copy of the DLA award letter from the Department of Work and Pensions which should show the necessary high rate.
Please note that these letters should be dated no later than a year older than the date you are purchasing tickets for.
Blind or partially sighted fans visiting the stadium 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. Audio programmes are also available and they are priced the same as a matchday programme.
Season ticket prices for season 2011/12 are £275 for the adult disabled supporter and the carer attending is free of charge. However, prices may be reduced at various stages throughout the season.
We will continue our popular disabled supporters' forums throughout the season where season ticket holders will meet the manager and select players who will be answering questions during the evening. This has now become a regular event and gives supporters the chance not only to air views but to give suggestions on any changes they would like to see occur.
Any disabled queries can be emailed to email@example.com . We also have a telephone line which is 0845 217 1332 - please note this is strictly for disabled supporters only.
You can also write to our disability liaison officer Julie Pidgeon at the stadium address.
Queries can be emailed to firstname.lastname@example.org . We also have a dedicated telephone line 0845 217 1332 - please note this is strictly for disabled supporters only.
Ground: Boleyn Ground, Green Street, Upton Park, London E13 9AZ
Capacity: 35,016 (all seats)
Pitch Size: 110 x 70 yards
Telephone No: 020 8548 2748
Ticket Office: 0871 222 2700
Fax Number: 020 8548 2758
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".
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 Football 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 here: http://www.officialwesthamstore.com/payment-and-returns
At our retail outlets, the club offers the service of printing the name of a current West Ham player on to one of 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 customers through our marketing, webshop messaging and reverse of our register receipts.