Disabled/Visually Impaired Supporters

Disabled Supporters Policy

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.

Where the need for personal assistance has been identified, the personal assistant (who is responsible for the supporter's care), is admitted free of charge, where the supporter is aged 14 or over. Supporters under 14 years of age are not allowed to enter the stadium without a qualifying adult (aged 18 years and over). As a result and in-line with reasonable adjustments, the 2014/15 Junior Season Ticket Holder, who is under 14-years of age, and their parent/guardian are required to pay the prevailing rate for their seats. We are not required to provide the adult with a free 2014/15 Season Ticket or match ticket.

Please note that 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 help us manage the ticketing system, we would encourage supporters to complete a 'Personal Assistant (PA) application form' which helps identify the individual's underlying needs and reasons why assistance is required. These will be sent to all supporters for review during the 2014/15 season and, where the Club requires further information or clarity of information, supporters will be contacted and invited to a meeting to discuss their personal circumstances.

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 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 your letter should be dated no later than a year before the date 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.

Please note that 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. For example, there may be there wheelchair bays and then three carer seats in a row.

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 Disability 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 customer 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 Disability 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 Disability Liaison Officer to discuss their requirements in more detail. Every effort will be made to accommodate such requests, subject to availability.

Requests for personal assistants will be given due consideration and where provided, supporters will be required to complete a Personal Assistant Registration Form.

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 Disability 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 Alpari 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 Disability 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 Disability 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 will meet the manager and select 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 customers, 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 customer's visit is as comfortable as possible.

Ticket and Contact Information

Disability Liaison Officer - Julie Pidgeon
Email - disabledinfo@westhamunited.co.uk
Telephone - 0845 217 1332 (Strictly for disabled supporters use only)
Facsimile - 020 8548 2757 (Strictly for disabled supporters use only)
In person - Alpari Stand Ticket Office, Boleyn Ground, Green Street, Upton Park, London, E13 9AZ
Postal applications - Ticket Office, PO Box 6731, London, E13 9RA

Match tickets can be applied for using any of the methods listed above. Please note that emails are not secure and therefore, if sending credit card details, we would advise that you use an alternative method of application.

Selling dates for both home and away fixtures can be obtained from the Ticket News section of the website. Should the match you require not be shown, then details have yet to be confirmed. Home matches generally go on sale approximately eight weeks before the date of the match.

Should you have any suggestions or comments concerning either West Ham United's facilities or procedures for applying for away match tickets, please email disabledinfo@westhamunited.co.uk