Meeting Two - 25 February 2025

Date: 25 February 2025 Time: 1800-1900 Location: Online (Microsoft Teams) Supporter Representatives:

  1. Peter Tyler (Women’s team Supporters Board Co-Chair and Supporter Representative on Fan Advisory Board)

  2. Allie Heppell (Women's team Supporters' Board Co-Chair – Away Representative)

  3. Sue Adams (Over 66 Representative)

  4. Zahra Haleem (Young Adults (18-25) Representative)

  5. Trevor Bright (Accessibility Representative)

  6. Hannah Newson (Match-by-Match Supporters Representative)

Club Representatives:

  1. Tara Warren, Executive Director, Nominated Board Level Official

  2. Phillippa Cartwright, Projects & Operations Director and Head of Women's Football

  3. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team

  4. Catherine Smith, Head of Supporter Services and Fan Engagement

  5. Samantha David, Women’s Ticketing & Group Bookings Manager

  6. Evie O’Sullivan, Women’s Fan Engagement Officer

Apologies:

  1. Stephen Baker (Families Representative)

Agenda:

  1. Penalty shootout: feedback on the game and clarification of criteria

  2. Food concessions in the Away end

  3. Sanitary bins in women’s toilets

  4. Signage in ground: cashless stadium and new reporting number

  5. VIP tickets: phone calls and criteria for 2025-26 season

  6. Fan interaction before and after home games

  7. Away fan seating and standing criteria

  8. Playing in the London Stadium

  9. AOB

Summary:

1. Penalty shootout: feedback on the game and clarification of criteria

  • Supporter Representatives welcomed the positive changes to matchday entertainment

  • Supporter Representatives commented that it would be good to use a bigger sized goal for the penalty shoot-out at half-time and include an option on the sign-up form for a supporter to let the Club know they attend every game. Supporter Representatives also asked the Club to consider making the activity available for over 18’s.

  • The Clubconfirmed they would purchase a larger goal and that new halftime activations are under consideration for next season.

2. Food Concessions in the Away End

  • Supporter Representatives asked the Club to increase the vegetarian and halal options at the Stadium and noted that for high attendance matchdays there were long queues at concessionary outlets

  • The Club confirmed it would request improved catering options from Stadium Operators, including opening additional concessionary units for matchdays with high attendance

3. Sanitary bins in women’s toilets

  • The Club confirmed sanitary bins have been installed in all women's toilets following supporter feedback. Regular checks are implemented before matchdays

4. Signage in ground: cashless stadium and new reporting number

  • The Club confirmed there is number that can be used at all West Ham United fixtures for supporters – 83121 and details are promoted via social media and included in the pre-match email.

  • The Club confirmed there is a dedicated SLO presence at all home fixtures, and away fixtures where there are more than 100 supporters in attendance

  • Supporter Representatives asked the Club to consider additional touchpoints where the Club can inform supporters of the reporting number

  • Supporter Representatives also asked the Club to consider additional touchpoints where the Club can inform supporters that West Ham United products must be purchased via bank card

  • The Club highlighted that this would be published via social media, the matchday programme, the Club website and pre-match email as there are limited places at Chigwell Construction Stadium to place posters and signage

5. Ticketing & VIP Experience

  • Supporter Representatives shared that some supporters did not receive expected VIP benefits due to seating misallocation

  • The Club confirmed they would call all VIP supporters to clarify their offer for this season

  • Supporter Representatives confirmed they would welcome a broader food offering for VIP supporters and that they thought there would be more demand for VIP tickets

  • The Club confirmed this season there have been increased email and SMS campaigns, online competitions, and paid social media advertising to encourage ticket purchases. Supporter Representatives suggested more promotion at men’s fixtures, including showing highlight reels of previous women’s games on the big screen

6. Fan Interaction before and after home fixtures

  • Supporter Representatives asked if player meet and greets would continue before matches. The Club confirmed they would, but it was dependent on player availability, as it is only injured players who can take part, and thankfully, there are less injuries in the playing squad this season

  • Supporter Representatives asked the Club about post-match interaction with players such as photos and autographs. The Club confirmed players do stay outside for up to 15 minutes to engage with supporters and this is dependent on post-match recovery, which must take priority.

  • The Club agreed to look at options for open training sessions for season ticket holders, and to attract new supporters to provide another opportunity for interaction between supporters and players

7. Away Fan Seating & Standing Criteria

  • Supporter Representatives shared feedback about the location of away supporters, as it is the only uncovered section of the Stadium and is standing only. The Club confirmed it liaises with the visiting Club to identify any supporters who require seating and supporters are relocated accordingly. In addition, away supporters can contact the Ticket Office on the matchday itself to be relocated. Supporter Representatives confirmed they had seen examples of this across the season

8. Playing at London stadium

  • The Club reiterated that work is underway to try to host a women’s match at London Stadium

9. AOB

  • The Club

    confirmed working with Trainline that discounted train travel had been secured for Leciester City Women v West Ham Women. Supporter Representatives agreed to work with the Club to encourage away match attendance for this fixture.

  • Supporter Representatives requested promotion of the WSB X and Instagram account

Agreed Actions:

  1. The Club to explore the feasibility of using full-size goals and reviewing half-time entertainment and interaction

  2. The Club to work with Stadium operators to review vegetarian catering options and the possibility of opening concessions in the away ends for high attendance fixtures

  3. The Club to consider where the reporting number (83121) can be included in communications to raise awareness

  4. The Club to contact all VIP ticket holders to confirm preferences

  5. The Club to explore further promotion at men’s matchdays

  6. The Club to consider hosting open training sessions for season ticket holders and new fans

  7. The Club agreed to consider how share and promote the Women’s Supporters Board social media accounts