Meeting Two - 15 May 2025

On 15th May 2025, Club officials met with the Disabled Supporters Board for second meeting of the 2024-25 season. The agenda consisted of items raised by the Disabled Supporters Association on behalf of its members, and the Club, alongside welcoming Club Legend Matt Jarvis at the Disabled Supporters Association’s Ambassador.

Following the meeting the DSA Co-Chairs, and Club would like to acknowledge and thank Helena Foreman who was stepped down from the DSB. Helena was a founder member of the Board. We will miss her positive attitude, contagious chat and passion for our Team. She has actively helped promote the Disabled Supporters Association and we will miss her.

Disabled Supporters Board Meeting 2: 15 May Zoom / In Person

Club Attendees:

• Tara Warren, Executive Director and NBLO

• Nicola Keye – Director of Ticketing and Executive Director of West Ham Women

• Cat Smith – Head of Supporter Services and Fan Engagement

• Julie Lamacq – Disability Liaison Officer

• Jesse Foyle - Director of Programmes, Foundation

• Matt Jarvis – Club Legend

DSB Attendees:

• Cathy Bayford

• Trevor Bright

• Mick Hancock

• Sheryl MacRae

• Nick Pace

• Joe Seigel

• James Datsun

• Bradley Donovan

• Robbie Carhill

• David Puckett

• Kevin Wotton

• Emma Fielding

• Keighley Miles

Apologies:

• Julie Pidgeon – Disability Access Officer

• Gary Crump

Guest for Agenda Item 2:

• Colin Wells

Agenda:

1. Welcome and Action Log (5 mins)

2. Colin Wells – Neurological Football and the Foundation (20 mins)

3. Introduction from DSA Ambassador (30 mins)

4. Accessible Shuttle Bus (10 mins)

5. Game Day Vision (5 mins)

6. Minimum Attendance for 2025/26 season (10 mins)

7. How can Club facilitate families sitting together where one supporter has an accessible need? E.g. mum, dad and two children (5 mins)

8. Premier League Fan Focus Meeting – Trevor Bright (10 mins)

9. AOB (10 mins)

   1. Review of 12 months of Fan Advisory Board

   2. Away Scheme Pilot and upcoming survey

   3. Trainline Away Travel

Key Points Discussed:

2. Colin Wells – Neurological Football and the Foundation

• Colin joined the meeting to share his experiences as part of Arsenal in the Community’s Walking Football Programme for people with Parkinson’s disease. As a West Ham fan, Colin asked the Club to consider running this type of programme through the West Ham Foundation and highlighted the positive physical and wellbeing benefits the programme has brought to him

• The representative from the Foundation shared information about the current programmes on offer through the Foundation, focused on key areas: education, employability, football development, health, youth and community.

• The Club also shared information about the £4m+ investment into the redeveloped community hub in Beckton. The development will double the weekly footfall into the hub to 3,000 people

• It was agreed that a meeting would be set up specifically between the DSB Representatives and Foundation to look at exploring disability programmes in more detail. It was agreed Colin Wells would also attend this meeting and continue to liaise with the DSB Representative leading on the Walking Football initiative.

3. Unite For Access

• The Club thanked Supporter Representatives for their commitment and ideas which led to the successful delivery of the Unite for Access campaign. Supporter Representatives also highlighted the work of Lee Woodcock, Fan Engagement Manager, in delivering activity across four matchdays alongside web and social content

• Supporter Representatives confirmed they were delighted with results, which included a 17.5% increase in membership to the Disabled Supporters Association (DSA), and positive feedback from Level Playing Field. It was agreed the campaign amplified the voices of disabled supporters and the increased membership gives a greater impetus when feeding back to the Fan Advisory Board on accessibility issues.

• Matt Jarvis, Club Legend and recently appointed DSA ambassador explained what had learnt over his interactions with disabled supporters, including the barriers and challenges they face in attending football, and the strong range of services offered by the Club

• It was agreed the Club would support the DSA finding a fan who may be interested in running the social media accounts of the DSA

• Supporter Representatives shared some of their ideas and feedback for next season’s Unite for Access and the Club agreed planning sessions would be set up in the same way

4. Accessible Shuttle Bus

• The Club confirmed it will continue to offer 18 free shuttle buses per matchday, alongside accessible parking and drop-off points.

• The Club and Supporter Representatives discussed suggestions put forward by another supporter:

  • Queue ticketing system: the Club and Supporter Representatives confirmed this had been previously trialled and was not successful, but understood it was important for service users to understand waiting times. The Club agreed to continue to work with matchday DLO’s to better communicate expected wait times

  • Seating at Platform 13: Supporter Representatives confirmed they met with TFL two seasons ago who advised portable seating would not be possible in this location for health and safety reasons. TfL did confirm there was concrete benches available. A Supporter Representative having visited the platform, queried if this was enough seating. It was agreed the Club would raise this at an upcoming SAG meeting to see if the position had changed

  • Early disembarkation from the accessible shuttle bus: The Club confirmed that the bus would only alight at the dedicated bus stops due to health and safety reasons, much the same as any bus. Supporter Representatives supported this, emphasising the need for appropriate drop-off points which were safe for supporters and had dropped kerbs for wheelchair users

  • The request for an additional stop at the Stadium, in particular at the other side of the ground to the current stop at the Stadium Store remains a repeated question to the DSA. Once again, the Club clarified there is no suitable area to offer this opportunity, both for Health & Safety requirements and that could offer appropriate shelter to those waiting for, or alighting from the bus. The Club are able to add an additional entrance gate to a disabled ticket to potentially reduce the amount of walking to get to a stadium seat and anyone who felt this would be of benefit should contact the Accessibility Team.

  • Both the Club and Supporter Representatives agreed that service users were contacted regularly prior to and through the matchday DLOs and Accessibility team and that this should continue

5. Game Day Vision

• The Club shared information about Game Day Vision’s buddy system for partially sighted and blind fans and asked Supporter Representatives if they would be in favour of trialling the scheme next season

• The free service matches DBS-checked volunteers with supporters to attend fixtures. It was agreed this should be trialled and a meeting would be set up with Game Day Vision and the DSA, alongside a clear process for ticket purchasing.

6. Minimum Attendance for 2025/26 Season Tickets

• The Club confirmed that if, at any point, a minimum attendance rule was enforced for Season Ticket Holders that both the FAB and DSB would be consulted. The Club recognised that there are a number of significant barriers which may prevent disabled supporters from attending matchdays and this would be considered in any policy changes

7. Accessible Family Seating

• A Supporter Representative asked the Club how it accommodates families to sit together where one member has accessible needs. The Club confirmed it works hard to give all supporters choice and flexibility in where they sit. The Club confirmed only disabled supporters are placed ambulant and non-ambulant seating areas such as wheelchair bays, but urged any supporter to get in touch directly with the Club for specific advice on their individual circumstances

8. Premier League Disabled Fan Focus Group Meeting

• Trevor Bright provided an update the Premier League fan focused meeting

• Improved provision and number of tickets available for disabled and additional wheelchair spaces across European Clubs

• Supporter Representatives asked to see the results from the Premier League’s Matchday Fan Experience Survey, and if it was possible to see specific feedback from disabled supporters. The Club confirmed they would check with the Premier League

• It was also confirmed that the Premier League would issue specific guidance related to digital ticketing and Season Ticket stadium access cards, which included acknowledgement that there would be continued need to be exceptions in some cases, particularly for supporters with disabilities & special needs to continue to offer the alternative to digital tickets.

9. AOB

• Fan Advisory Board Review:

  The Club confirmed that all Fan Advisory Board meetings for this season had been undertaken and noted the positive input from the DSB Representative in all meetings. The Club confirmed a Fan Engagement Report would be published at the end of the season sharing what has been achieved

• Away Scheme Pilot Survey:

  The Club confirmed that a survey has been sent to all Away Scheme members, with input from the Away Scheme Member Representative asking for their feedback on the pilot

• Trainline Travel Discount:

  The Club asked if any disabled supporters who used the Trainline discount to travel to selected away fixtures would contact the Accessibility Team to give their feedback

Actions:

• The Club to produce list of accessible car parks around London Stadium

• The Club to continue to monitor usage of the accessible toilet within the Stadium Store

• The Club and Foundation to set up a meeting with DSA Reps re disability programmes

• The Club to raise seating at platform 13 at the next SAG meeting

• The Club to offer Game Day Vision as a service