Introduction to our new DAO and explanation of how the new roles will work
The Club introduced the DSA to the new roles within the Accessibility department which were shared with the following updates confirmed:
Shelley Warren, Supporter Services Manager, has been appointed as the Club’s new Disability Access Officer (DAO). The DAO will act as the central point of contact for all accessibility matters, with the exception of individual ticketing matters, ensuring efficient resolution of issues across both matchday and non-matchday operations.
Julie Pidgeon, Senior Ticketing Disability Officer, will lead on all accessible ticketing requests for both London Stadium and Victoria Road, providing supporters with consistent support and resolving ticketing enquiries. The Club and the DSA acknowledged and thanked Julie for her fantastic dedication and commitment in overseeing the DAO role. The Club also noted that Julie will continue to work closely with Shelley as the role is handed over.
Charley Burgess, Supporter Liaison Officer, will now oversee the coordination of the matchday DSA team.
Lee Woodcock, Fan Engagement Manager, is responsible for all fan-led campaigns. This includes the Level Playing Field ‘Unite for Access’ campaign.
Incoming Premier League rules and exemptions for accessible supporters
The Club shared that Premier League clubs have agreed to a phased introduction of new digital ticketing requirements, with digital tickets becoming mandatory for all existing Premier League clubs no later than the 2026/27 season.
The Club noted that it has received the letter signed by several supporter groups across the League raising concerns about the impact of digital ticketing on disabled fans, along with guidance from Level Playing Field on digital tickets for accessible supporters. The Club explained that the Premier League expects clubs to reach 70% digital ticketing by the 2026/27 season, while allowing discretion for alternative formats for 30% of tickets. The Club would work with the FAB and the DSA to establish how these exemptions would work.
Disabled Supporters’ Association LPF and PLFFG meeting updates
Supporter Representatives shared an update from November’s meetings, the Level Playing Field forum at St Mary’s, and the Premier League Fan Forum Group (PLFFG) held at the Emirates where the DSA represented the Club:
New Accessible Stadia guidance is scheduled for publication in January 2026
DAO training opportunities are available for clubs and supporter representatives
LPF reported excellent engagement levels, with only one supporter stating they had not heard of the DSA. West Ham supporters provided nearly double the number of responses compared to previous LPF surveys, Annual Fan Survey 2025 Summary.
An update was also provided from the Premier League Forum in relation to accessibility developments and ongoing initiatives.
Plans for Unite for Access campaign
The Club and DSA both noted that last season’s Unite for Access campaign delivered significant impact, helping grow WHUDSA, raise its profile and champion the Club’s wider accessibility work.
This season’s Level Playing Field ‘Unite for Access’ campaign theme focuses on supporters who become disabled later in life. The Club and DSA agreed they were aiming to build on last season’s successes with the following plans:
Dedicated Level Playing Field ‘Unite for Access’ matchdays: Manchester City (London Stadium) and Manchester United (Victoria Road) in March 2026.
Three case studies highlighting accessible supporters who became disabled later in life, with one main video showcased at the Manchester City match.
Matchday SLO and DSA briefing has already taken place at London Stadium ahead of the Burnley and Everton fixtures.
Badge and leaflet distribution at Liverpool, Everton, Manchester City, and Manchester United matches, at both London Stadium and Victoria Road.
Communications to be shared across social media, Supporter Services channels, the Club website, and matchday programmes.
This season’s targets include growing members who attend both the men’s and women’s team matches and reaching as many supporters as possible to positively showcase the work of the DSA and Club.
Accessibility Lanes
Supporter Representatives raised concerns that accessibility lanes were being misused by supporters avoiding the main queues. They also flagged that some stewards were not aware of what fans could bring into the stadium, such as medication.
The Club confirmed additional staff had been deployed to support the lanes and that stewards had been re-briefed following feedback. London Stadium also noted the feedback and agreed to introduce additional training and investigate whether specific stewarding roles could be created to ensure consistency on each matchday.
The Club also agreed to raise awareness among supporters of the accessibility search lanes through Club social channels and the website.
Post-match egress
The DSA raised concerns about safer egress for disabled supporters, particularly on the route back to Westfield, highlighting the need for improved access for wheelchair users, less mobile supporters and those who struggle in crowded areas. The Club stated that its recommendation was for supporters to make use of the accessible shuttle buses where possible.
The Club noted that it had been discussing ingress and egress with the FAB and had invited FAB members to join audits to review the operation. It noted that delays leaving the stadium were largely linked to Stratford station capacity, with the stop-and-go boards to prevent overcrowding. The Club and London Stadium were also considering post-match offers and an outdoor fan zone to encourage later departure and reduce crowding. The Club also noted that Supporter Representatives from the FAB were writing to Westfield to request that all supporters be allowed to cut through the shopping centre after matches, but agreed to raise this separately for fans with access requirements.
There was discussion around the barriers separating home and away sections after the match, and the difficulty this created for supporters who needed to get through to the accessible shuttle buses. London Stadium noted that these were only in operation for 10-20 minutes post-match. The Club agreed to re-introduce a managed route for supporters who needed to get to the accessible shuttle buses and would contact relevant supporters. This would be trialled during the Liverpool match with a view to introducing properly in December.
Supporter Representatives raised issues with the lift operation in the Stadium and asked if priority could be given to wheelchair users (these lifts are shared with Media, Catering and hospitality). London Stadium agreed to investigate this.
Matchday Disabled Supporters Assistants
The DSA raised concerns about current Matchday DSA numbers and requested clarity on future staffing levels to ensure supporters continue to receive the necessary assistance.
The Club confirmed that 26 Disabled Supporter Assistants were present on matchdays, but acknowledged that it was actively reviewing Matchday DSA staffing levels following the departure of some long-standing team members and challenges with evening game availability. Recruitment over the summer identified new DSAs and SLOs, with further recruitment planned to cover critical areas.
Matchday Shuttle Bus Operation
The DSA raised concerns that accessible shuttle bus passes are not always being checked, with some supporters using the service without a valid pass. The Club agreed to audit this on an upcoming matchday.
The DSA suggested exploring the provision of programmes or newsletters for supporters to improve the waiting experience. The Club noted that programmes were available to purchase in the Stadium Store but would not be available at stations pre-match.
Gold Top Parking
The DSA raised concerns regarding Gold Top Parking, including updates on the waiting list and clarification on who is authorised to use the spaces.
The Club confirmed that updates were sent to the waiting list, most recently in November 2025, and that supporters should find that they have moved up the list since the end of last season.
The DSA suggested exploring use of the opposite side of the bridge, where Gold Top Parking was temporarily located during recent works. London Stadium noted that this land was owned by LLDC.
The Club noted that, as a designated green stadium, 60 accessible parking spaces are provided (21% of all parking), well above the Government guideline of 6%.
The DSA highlighted that 29% of supporters in the LPF survey reported missing a match due to lack of access to accessible parking spaces, despite the Club’s provision exceeding government guidance.
The Club agreed that it could look into other options to maximise use of the existing parking allocation, considering options such as a shared system. Supporter Representatives suggested that digital solutions could also be explored for the future.
Lowered Shelving on Concourse
Supporter Representatives highlighted challenges for wheelchair users in accessing concourse shelving and dining surfaces, noting that drinks and plated meals often need to be balanced on laps. The Club and London Stadium agreed to do an audit of the lowered counters.
Supporter Representatives also flagged that the width of concourse shelving was an issue for some supporters. London Stadium representatives said that crowd safety regulations may mean that this couldn’t be changed but that they would look in to this.
BSL Launch on International Day of Persons with Disabilities, 3 December
Supporter Representatives requested that the introduction of BSL interpretation on matchdays be celebrated on International Day of Persons with Disabilities in early December.
The Club noted that an interview was planned with the Co-Chairs of the DSA and that this could include information on the new BSL provision.
Supporter Representatives suggested that supporters could create sign names for players and that this could be a piece of content in future, which the Club agreed to look in to.
AOB
London Stadium confirmed that if WHUDSA provides laminated posters, these can be displayed in all accessible toilets on the concourse. The Club agreed that the matchday SLO and DSA team could install them ahead of an upcoming fixture.
Supporter Representatives noted the success of the new Parkinson's football team which had been set up by the Foundation and DSA. Supporter Representatives asked if a Deaf football team could be set up and the Club agreed to investigate feasibility ahead of the next meeting.
Agreed Actions
The Club to share a reminder for supporters about the purpose of accessibility lanes on website and social media.
The Club to reintroduce post-match stadium access routes for relevant supporters.
The Club and London Stadium to speak with Westfield about cut-through routes for supporters with accessible requirements.
The Club to consider alternative ways to utilise stadium parking spaces, such as through digital or space-sharing mechanisms.
London Stadium to work with Delaware North to see if lowered or wider counters can be introduced.
The Club to run additional comms on the new BSL provision.
The Club to investigate feasibility of setting up a Deaf football team.