FAB Meeting One Date: Wednesday 13 August 6-8pm, Location: Boleyn Social / Virtual  

On 13 August 2025, West Ham United held the first Fan Advisory Board (FAB) meeting of the 2025/26 season. Both the Club and Supporter Representatives would like to place on record their thanks to Peter, who has stepped down as the Co-Chair of the Women’s Supporters Board and will no longer be attending FAB meetings. Work is underway to appoint a new co-chair for the Women’s Supporters Board. 

Ahead of the Action Log, the Club highlighted a number of supporter-led events which took place over the summer period, including celebrating London Pride with Pride of Irons, holding an event for 150 people with Inclusive Irons for South Asian Heritage Month, running the first give-it-a-go Parkinsons football session with the Disabled Supporters Association and our other supporters groups and attending various supporter events in the US as part of the Club’s pre-season tour. 

Fan Advisory Board representatives:  

1. Andy Payne (Hammers United and FAB Co-Chair)  
2. Apu Vyas (Inclusive Irons) 
3. Austin Gigg (Junior Supporters Board) 
4. Cathy Bayford (Disabled Supporters Association), attended virtually 
5. James Brown (Claret Member) 
6. Jo Bailey (Pride of Irons), attended virtually
7. Kevin Hind (West Ham United Supporters Trust)  
8. Martine Dodwell-Bennett (Bondholders Committee), attended virtually 
9. Maurice Birnbaum (Away Scheme Member)  
10. Mike Field (Old School Hammers), attended virtually
11. Paul Christmas (West Ham Official Supporters Club) 
12. Scotty Burkhart (Overseas Supporters Rep) 

 Club Representatives:  

1. Baroness Karren Brady, CBE, Club Vice-Chair
2. Tara Warren, Executive Director, Nominated Board Level Official (NBLO) 
3. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team 
4. Catherine Smith, Head of Supporter Services and Fan Engagement 

Apologies: 

1. Women’s Supporters Board Representative (vacant position) 

Agenda: 

• Welcome, introduction and action log 
• Vote for Co-Chair / Vice-Chair 
• FAB Working Groups – topics and volunteers 
• Match-by-Match Concessionary Policy for 2025-26 season 
• Club Cash, Ticket Exchange, Ticketing Roadmap  
• Safety Advisory Group and Supporter Representative approach 
• Supporter-led matchday experience survey 
• AOB  
  • Playing a women’s game at London Stadium
  • Safe Standing and Railed Seating
  • Chelsea FC and Homophobic Chanting
  • Sunderland Away Plans
  • FAB Effectiveness Review Meeting
  • Single use plastics at London Stadium
  • Junior Supporters and role of the JSB

Action Log:  

• The Club and Supporter Representatives also discussed the FA Charge received by the Club for homophobic chanting at Chelsea v WHU. Further detail is in AOB. 

Vote for Co-Chair and Vice-Chair 

• Following a vote by Supporter Representatives, Andy Payne was re-elected as Co-Chair of the FAB, and Austin Gigg re-elected as Vice-Chair. The Club would like to acknowledge their commitment and look forward to another 12 months working together. 

FAB Working Groups 

• Supporter Representatives confirmed that they had suggested three areas of focus for the season ahead which would form working groups made up of both Club and Supporter Representatives. It was agreed that meetings will be no more than three times per year and co-Chaired with the Head of Supporter Services and Fan Engagement and a Supporter Representative.
• Relevant Club stakeholders will attend where required  

Match-by-Match Concessionary Policy for 2025-26 season 

• Supporter Representatives acknowledged that the Club had offered supporters concessionary tickets for Category A and AA games in Bands 5 and 6, which had not been the case in season 2023/24, but appealed to the Club to consider restoring concessionary tickets for U18s on a match by match basis in Band 4 for Category A and AA games as had been present in season 2024/25 season to enable as many young supporters to the London Stadium as possible.
• The Club confirmed the matchday concessionary policy for the 2025/26 season remained as per the 2024/25 season and agreed to share any pricing announcements with the FAB for prior visibility in the future. They clarified:
  • Supporters can access concessionary tickets in Bands 5 & 6 for Category A and AA games, and concessionary tickets in all Bands for all other categories
  • The Club felt this is a fairer policy that existed before, as concessions were available to just Under 18s for Category A and AA games in Bands 4, 5 & 6, but not to U21s and O66s
  • The Club confirmed they will offer ‘Kids for a Quid’ for at least two Premier League games during the season alongside looking at how pricing is accessible for all for domestic cup games
• In relation to age verification checks through GBG, the Club confirmed all new season ticket applications would be subject to identification verification, but this would only have to be done once for each supporter, unless their concession category change e.g. they were then eligible for an O66 concession

Club Cash and Ticket Exchange  

• The Club confirmed supporters can now see exactly how much they may get back for each fixture should their seat sell, and this is available on the Ticket Exchange. It was clarified that the seat would be sold for 1/19th of the value of the Season Ticket, weighted based on the category of the game. This means a Season Ticket Holder would still receive 90% of the value of the ticket, even if it sold to someone who would quality for a concessionary rate ticket.
• Supporter Representatives commented that although the Ticket Exchange was easy to use, confusion still remained about Club Cash. It was agreed the Club and Supporter Representatives would work together to build some explainer content about this, clarifying how Club Cash worked
• Supporter Representatives again asked the Club to consider offering the opportunity for supporters to withdraw their Club Cash as real cash as they felt this was a significant barrier for many supporters to list their seats for sale. The Club explained that West Ham United has many more Season Ticket Holders than most other clubs and that in order to facilitate this, the Club would need to consider lowering the number of Season Ticket Holders in the Stadium to make this a finically sustainable model. It was agreed the Club would consider this and revert with a response, but that there were no current plans to reduce the numbers of Season Ticket Holders at the Club 

Ticketing Roadmap

• The Club shared top-level details of the anticipated ticketing-related topics the Supporter Representatives can expect to talk about as part of the FAB and this would be input into the Ticketing Working Group to be brought back to the FAB for ratification. These included: new membership options for Students and the local community, the new Premier League rules coming into effect from the 2026/27 season, encouraging more West Ham Women’s away attendance, working with the Away Scheme members to evolve the scheme and working to reduce PDF tickets, in line with requirements from the Local Authority. The Club caveated that these may be subject to change, but were the broad areas of focus
• Supporter Representatives commented they would find it helpful to see how PDF tickets impacted the matchday operation and the Club welcomed any Supporter Representative to come on a matchday to see the challenges with PDF tickets and how they are managed

Safety Advisory Group 

• Following an approach from the new Chair of Newham’s Safety Advisory Group, the Club was keen to explore how to facilitate supporters being heard in the SSAG
• The Club explained that the Head of Supporter Services and Fan Engagement will continue to attend SSAG meetings, representing the needs of supporters, and in addition, we would like to consider additional ways the FAB can be represented on the SSAG moving forward to raise issues related to supporter safety.
• Supporter Representatives welcomed the possibility of a Supporter Representative on the SSAG. They also stated that this representative could rotate around the FAB, based on skill set, experience and availability given the SAG meetings were in person at the stadium and held within normal office hours
• It was agreed that the Club and Supporter Representatives would work together to agree a process

Supporter-led matchday experience survey 

• Supporter Representatives shared details of a survey, available here conducted collaboratively by multiple fan groups with support from the FSA, completed by around 9,000 supporters. 
• The survey showed that supporters were concerned about the atmosphere at London Stadium with multiple causes identified. A full breakdown can be found via the link and includes, (in priority order): 
  • Stadium layout/distance for supporters from pitch 
  • Too many non-regular/tourist fans 
  • Lack of identity/tradition at the stadium 
  • Lack of cohesive fan groups in the stadium 
  • No designated singing section 
  • Restrictions on standing/singing 
• The Club highlighted how important it was for the players to feel the supporters behind them and that this makes a difference to performance. It was agreed this was noticeable when West Ham fans attend away fixtures 
• There was consensus that improving atmosphere is not a “quick fix” and requires coordinated approach combining physical changes, supporter culture, and communication. 
• It was agreed the survey findings will be used to inform the work of the Matchday Experience Working Group as well as informing the work of the ticketing and Supporter Conduct and Restorative Justice. Discussion emphasised the need for genuine supporter buy-in and avoiding imposed relocations, and that targeted trials (e.g., Ironworks Alliance at Lille v WHU) should be monitored and refined to balance the needs of existing season ticket holders with aims to attract younger and more vocal supporters.
• The Club welcomed suggestions to support the matchday experience and was pleased to note work was already underway on a number of suggestions highlighted in the survey, including creating a signing section, support for fan-led banners and displays, considering other options for the wall in Block 113, playing a women’s game at London Stadium and considering a family enclosure 

AOB 

• Playing a women’s game at London Stadium: The Club confirmed negotiations and discussions are continuing. The Club shared confidential information about the costs of delivering a matchday at London Stadium*. It was agreed Supporter Representatives would share the letter they wrote to the Mayor of London as no response had been provided 
• Safe Standing and Railed Seating: The Club confirmed there are no plans to introduce railed seating for the 2025/26 season and will continue to monitor guidance from the SGSA and Premier League. There is railed seating available in the away section of the Upper Tier as this area poses a significant safety risk. Confidential information was shared about how the Club and London Stadium approach managing the Club’s licence as an all-seater Stadium*
• Chelsea FC and Homophobic Chanting: Following the reports of mass homophobic chanting by West Ham United fans at Stamford Bridge, the Club received a £120,000 fine and was imposed with an action plan by the FA. The Club shared details of the action plan and asked for help from Supporter Representatives in educating supporters about discriminatory chanting and possible consequences, which include arrests, club fines and potential reduced allocations for away matches. The Club confirmed: 
  • There is a new dedicated Discrimination section on the Club website featuring educational content, supporter FAQs, real-world case studies and the potential impact (fines, reduced allocations, supporter bans)
  • A new reporting line is in place and can be used across all home and away WHU fixtures, including men’s, women’s and academy games. This number is: 07701 401 966
  • Communications will be issues pre-match and during our fixture against Chelsea FC at London Stadium 
  • The matchday stewards, SLOs and the police will receive a specific briefing about homophobic chanting 
• Supporter Representatives agreed to support the Club in reminding supporters that homophobic chanting is illegal and can result in consequences for individuals, the Club and the wider supporter base 
• Sunderland Away: The Club shared specific instructions related to Sunderland v WHU, including the need for supporters to print their tickets. As the Stadium of Light is a cashless stadium, any coins discovered will be confiscated and donated to the WHU Foundation. The Club also reminded supporters that power banks and glass bottles of any kind were also not permitted
• FAB Effectiveness Review Meeting: Supporter Representatives suggested all would be welcome to attend the yearly FAB Effectiveness Review meeting held at the end of the season and not just the Co-Chair. This was agreed.  
• Single use plastics at London Stadium: Supporter Representatives asked the Club to share how they were trying to reduce single-use plastic at London Stadium. It was agreed more detail on this would be brought to the Matchday Experience working group 
• Junior Supporters and role of the JSB: The Junior Supporter Representative asked the Club to consider a Youth Council. The Club agreed to build a plan for how this could work 

Actions: 

• The Club to advertise and promote open roles on the Women’s Supporters Board (due: 18 August) 
• The Club to invite the Archivist to next FAB meeting (Due: next FAB meeting) 
• The Club to publish Sub-Group Terms of Reference (due: 25 August) 
• Supporter Representatives to join ingress and egress audits (Due: WHU v Brentford) 
• The Club and Supporter Representatives to agree volunteers for working groups and schedule the initial meetings (due: 25 August) 
• The Club to consider making U18 tickets available in Band 4 for Category A and AA fixtures (Due: next FAB meeting) 
• The Club to consider the implications of offering Club Cash withdrawal(s) during the season (Due: next FAB meeting) 
• The Club to circulate ‘register your interest’ for women’s away travel (Due: September) 
• The Club and Supporter Representatives to define role of Supporter Representatives in SSAG meetings (Due: October) 
• Supporter Representatives to publicly share letter sent to Mayor of London re playing a women’s game at London Stadium (Due: September) 
• The Club to share details of the plan to raise awareness of Homophobic chanting with Supporters (Due: August) 
• The Club to share Stakeholder map with Supporter Representatives to help understand the local landscape around London Stadium (Due: September) 
• The Club to share upcoming Premier League regulations with Supporter Representatives (Due: September) 
• The Club to build plan for Youth Council (Due: next FAB meeting) 

Following a letter shared by Supporter Representatives on the Fan Advisory Board issued to Club shareholders, a meeting was held between Club and Supporter Representatives to gather more context and background about the concerns raised by supporters. 

Date: Thursday 11 September 5-6pm, Location: Boleyn Meeting Room / Online 

Fan Advisory Board representatives:  

1. Andy Payne (Hammers United and FAB Co-Chair) 
2. Apu Vyas (Inclusive Irons) 
3. Austin Gigg (Junior Supporters Board) 
4. Barbara Adams (attending on behalf of Hammers Bond Company), online
5. Cathy Bayford (Disabled Supporters Association), online
6. James Brown (Claret Members), online
7. Kevin Hind (West Ham United Supporters Trust) 
8. Mike Field (Old School Hammers) 
9. Patrick Healy (attending on behalfof Pride of Irons), online
10. Paul Christmas (West Ham Official Supporters Club) 
11. Scotty Burkhart (Overseas Supporters Rep), online

Club Representatives:  

1. Baroness Karren Brady, Vice-Chair, online
2. Tara Warren, Executive Director, Nominated Board Level Official (NBLO)
3. Catherine Smith, Head of Supporter Services and Fan Engagement 

Apologies: 

1. Maurice Birnbaum (Away Scheme Members) 

• Supporter Representatives shared the background and context which led them drafting and sharing a letter, raising specific areas where they perceived the Club could be better managed. As part of this, direct questions were asked to the Club. Supporter Representatives stated their desire was to ensure the Club is governed in the best interests of its supporters and its future.
• Supporter Representatives raised seven key themes. These themes were: Leadership and Governance, Financial Strategy and PSR concerns, Commercial and Stadium strategy, Heritage and Culture, Strategic Vision, Fan Relations and Trust and Squad matters.
• Supporter Representatives shared detail on each theme, expanded from the original letter.  Supporter Representatives then shared the following key questions on each of the subjects respectively: 
  • When will the Club move to a professional governance model (which they believe is a CEO + Director of Football with autonomy)?
  • What credible financial strategy will enable consistent squad investment, and prevent PSR concerns? 
  • How will the Club balance revenue generation with fan experience, inclusion and equality?
  • Where is our heritage and why has it not been displayed seven years since the written commitment by the board was made?
  • What is the five-year vision for West Ham United on and off the pitch?
  • What structural changes will ensure genuine, timely and meaningful supporter engagement in future decision-making?
  • What is the long-term footballing vision for recruitment, youth development, and European competitiveness?
• Supporter Representatives asked the Club to consider and respond to each question. The Club confirmed the intention for this meeting was to listen to the views of supporters, and would consider everything shared in detail before returning with a response
•  Supporter Representatives acknowledged that the last FAB meeting, that took place on 13 August 2025, was positive, but the poor results on the pitch at the first two games of the season had raised historic concerns which Supporter Representatives felt compelled to raise on behalf of their members. Supporter Representatives stated that they felt the rising feeling of anger and concern within the supporter base was as a result decisions the Club had taken over many years
• Supporter Representatives requested greater insight into the investment West Ham United are making into the Club compared to other Premier League sides – Brighton & Hove Albion was a cited as a positive example of engaging supporters in Club strategy
• The Club thanked Supporter Representatives for setting out their concerns and stressed there was a shared ambition to deliver success on and off the pitch. The Club also highlighted the positive progress made, including the tens of millions invested in the Training Ground in recent years
• Supporter Representatives asked for clarity around how the Club has related to heritage and memorabilia. The Club asked the Supporter Representatives for further views on how they believe this should be displayed and shared the progress made together to date. 
• The Club acknowledged frustrations and accepted that recent on-pitch results have fallen below expectations. The Club committed to reviewing the information shared in the meeting to provide a structured response at the next FAB meeting 
• Both parties agreed the importance of constructive dialogue and focusing on future progress to benefit supporters. It was agreed the Club and Supporter Representatives would continue working on the plans set in the first FAB meeting 

Actions: 

• Supporter Representatives to share the document which they presented at the meeting with the Club (Due: September, actioned following the meeting) ) 
• The Club to review all points raised and prepare a considered response (Due: next FAB meeting) 

FAB ticketing sub-group meeting one 

Date: 8 October 2025    Location: Virtual

On 8 October 2025, West Ham United held the first of the FAB sub-group meetings to discuss ticketing. 

Fan Representatives: 

1. Andy Payne, Hammers United and FAB Co-Chair
2. Cathy Bayford, Disabled Supporters Association
3. Chris Wheal, West Ham United Supporters Trust
4. Deepak Jagpal, Inclusive Irons
5. Lee Pearce, Hammers United
6. Steve Applebee, Bondholders
7. Maurice Birnbaum, Away Scheme Members

 Club Representatives:

1. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team 
2. Catherine Smith, Head of Supporter Services and Fan Engagement 
3. Ryan Joy, Deputy Ticketing Manager
4. Jason Callaghan, Senior Ticketing Manager
5. Kerry O’Shea, Fan Engagement Lead

Apologies:

1. Paul Christmas, West Ham United Supporters Club

Agenda:

• Welcome and introduction 
• Vote for Co-Chair / Vice-Chair 
• Pricing for 26/27 
  • Fan statements or requests for pricing strategy including season tickets and match-by-match GA pricing and concessions 
  • Timeline for pricing decision making and process 
• New Premier League ticketing rules and roadmap 
  • 70% - what should the exemptions be for the 30%?
  • Shaping our fan consultation process for wider fanbase
  • Away scheme trial 
  • Bondholders process
  • PDF tickets 
  • GBG process 
• 25/26 season 
  • Transferring of tickets including upgrades and concessions 
  • Clarification on use of partners such as Ticketmaster 
  • P1 Travel
  • Club Cash 
  • Club communication 
• AOB 
  • Women’s team away travel 
  • Student and community memberships 
  • Next meeting date

Vote for Co-Chair and Vice-Chair

• Following a vote by Supporter Representatives, Andy Payne was elected as Co-Chair of the Ticketing sub-group, and Cathy Bayford elected as Vice-Chair. The Club would like to acknowledge their commitment and look forward to continuing to work with them.

Pricing for 2026/27

• Supporter Representatives acknowledged the collaborative work that had been done with the Club on concession tickets last season. They flagged that fan groups from across the Premier League had been working through the Football Supporters Association and would soon be calling for a three-year price freeze on season tickets to reward supporter loyalty. The Club acknowledged this and would await the proposals.
• The Club outlined the decision making timelines for 2026/27, saying that a draft of the prices would be expected by mid-January 2026 and provisional on-sale timelines will be agreed at this point. This would be shared with the FAB at the earliest opportunity.
• Supporter Representatives asked the Club about the rationale for offering season ticket holders the opportunity to purchase extra season tickets as a reward for early renewal. The Club confirmed that this was a response to feedback from season ticket holders who wanted to sit near friends and family and was intended to reward the loyalty of these long standing supporters. The Club also confirmed that enough seats had still been kept available to be offered to those on the waiting list.
• Supporter Representatives acknowledged the fact that West Ham United had the longest season ticket renewal window in the Premier League but questioned the need to offer things like seat relocation as early renewal incentives. The Club acknowledged this but said that priority offers had always been in place and that the ticketing team did offer flexibility outside of these windows for supporters with specific needs.

New Premier League ticketing rules and roadmap

• The Club outlined the new Premier League rules which come into effect in 26/27 and mandate that at least 70% of all fans at any match use a digital ticket. The Club suggested this would help to reduce anti-social behaviour caused by ticket misuse and reiterated that this was helping to enforce laws and regulations already in place such as the Criminal Justice and Public Order Act 1994 and ticketing terms and conditions.
• The Club stressed that there were exemptions in the policy for fans who have access requirements preventing them from using digital tickets and that 2000 supporters were currently using physical season ticket cards. It was acknowledged that there may also need to be specific processes in place for groups of fans such as Bondholders. The Club confirmed that affected groups such as these would be consulted with via Fan Representatives at the FAB and through the ticketing sub-group.
• The Club acknowledged that supporters are able to share home season tickets with other fans through ticket forwarding. Supporter Representatives noted that this meant they could effectively share a season ticket in one name. The Club confirmed that the new rules would require the ticket to be in the name of the individual attending the match which could be achieved through ticket forwarding.
• The Club said that it would consider whether the same digital ticket forwarding process could be used for away tickets in light of the new rules. The Club however noted that the person receiving the away ticket would need to have the correct entitlement to attend away matches and that this would not be able to be built up by attending matches using a season ticket from another fan, even if the away ticket was able to be transferred through ticket forwarding in the future. 
• Supporter Representatives asked if fans could be included in testing the new processes, which the Club agreed to. The Club also explained that fans would be directly consulted with by the Premier League and that FAB members would be involved in this as early as by the following week.
• Supporter Representatives asked what problem the Premier League was trying to solve with this digital ticketing policy and if there were any other use cases in other territories where this kind of system had been implemented. The Club referenced international football matches and UEFA finals as examples of strictly named digital ticketing systems. Supporter Representatives referenced that these systems do not tie a person to a ticket in an enforceable way and questioned how the system would be enforced and the Club agreed this would be discussed with the Premier League over the coming months.
• The Club outlined how a key part of this move to digital ticketing was the removal of PDF tickets as these carried a high risk of fraud. The Club would be looking to trial the removal of PDF tickets at an upcoming game to start understanding any issues and communicating with supporters at the turnstiles ahead of next season. Supporter Representatives asked if this would mean those tickets would then be able to easily added to the wallet on their phone in line with train and airline tickets, something currently not possible with the PDFs. Supporter Representatives agreed this was helpful to trial as soon as possible to give fans more time to adjust to the change. Supporter Representatives flagged potential issues with digital ticketing for fans coming with children and the Club agreed to work through these directly with the affected supporters. The Club also agreed to review communications on ticket forwarding to ensure supporters know how this process works.
• The Club shared information on the away scheme trial that had been taking place since the end of the 24/25 season. The Club shared statistics showing strong takeup of the new process, which gave supporters the flexibility to miss up to three matches. The Club had received feedback from away scheme members that they hadn’t had enough time to purchase tickets, but this had now been addressed and a longer window given and reminders shared ahead of the exclusivity window closing. The Away Scheme Representative said that the majority of away scheme members would have preferred to retain the old scheme. The Club agreed to continue working with the Away Scheme Representative to improve communications to members.

2025/26 season

• Supporter Representatives felt that the process for transferring tickets should be made easier and asked the Club what plans it had to address this. The Club agreed that this was being reviewed with Ticketmaster and was on the roadmap for future upgrades, including discussion about whether the original ticket holder or the transferee would pay for any upgrade from a concession to a non-concession ticket. Supporter Representatives also flagged that accessible tickets should be included in this including how PA tickets can be transferred back to the Club. 
• Supporter Representatives asked if there would be the option to sell tickets in this way via the local friends and family network. The Club noted the suggestion but said this was not intended to offer routes to purchase tickets and the method for this would still be via the Ticket Exchange. 
• Supporter Representatives asked the Club if Ticketmaster was offering the most competitive service. The Club confirmed that they had been selected through a tender process and that this was always kept under review. 
• Supporter Representatives stated that the P1 Travel footprint seemed to be increasing. The Club confirmed their GA ticketing allocation had not increased in the last two seasons but agreed to find out the specifics of this in the Club London hospitality ticket areas. 
• Supporter Representatives raised the issue of the Ticket Exchange refunding season ticket holders through Club Cash, saying the positives were that the ticket exchange was always open even when a match was not sold out, but that there were too many barriers with the admin fee, the fact that the money was paid in Club Cash and that this had an expiry date. Supporter Representatives also stated that West Ham were one of only two clubs in the Premier League not to offer cash refunds. The Club stated that West Ham had the largest distribution of season ticket holders and therefore there were important commercial aspects to this and stated that there were no complaints about season tickets being refunded using Club Cash. Supporter Representatives agreed to raise this issue at an upcoming FAB meeting. 
• Supporter Representatives felt that some Club ticketing email communications could be clearer, such as by adding a link to contact the Ticket Office directly. The Club agreed to review the example raised and asked for any more examples to be shared. 

AOB

• Supporter Representatives raised the question about a small number of season ticket holders in the 24/25 season who had not received the agreed 90% value of their ticket by listing on the Ticket Exchange. The Club confirmed that this group had been refunded the difference as a gesture of goodwill. 
• The Club updated fans on the work to run coaches for Barclays Women’s Super League away matches and said there would be a trial for this in January. 
• The Club updated Supporter Representatives on upcoming student memberships and said that all existing supporters aged 16-21 would be included in this. The membership would offer new benefits for these fans with the importance of retaining our young West Ham supporters.

Agreed Actions:

• Supporter Representatives to share the Football Supporters Association campaign details with the Club when they are finalised. 
• The Club to review communications on ticket forwarding to ensure supporters know how this process works.
• The Club to meet the Supporter Representative with young children to walk through the digital ticketing approach at the turnstile.
• The Club to find out whether there has been an increase in the number of hospitality tickets sold via P1 Travel.
• Supporter Representatives to raise the issue of Club Cash at an upcoming FAB meeting.
• The Club to review the email communications process raised by Supporter Representatives. 
• Supporter Representatives to share any more examples of Club communications that were unclear. 

Date: 15 October 2025    Location: Virtual

On 15 October 2025, West Ham United held the first of the FAB sub-group meetings on matchday experience.

Fan Representatives: 

1. Andy Payne, Hammers United and FAB Co-Chair
2. Alex Kirby, Ironworks Alliance
3. Cathy Bayford, Disabled Supporters Association
4. Robina Ahmed, West Ham United Supporters Trust
5. Sarthak Kumar, Ironworks Alliance and West Ham United Supporters Trust

Club Representatives:

1. Catherine Smith, Head of Supporter Services and Fan Engagement 
2. Ben Illingworth, Head of Operations
3. Darryl Morgan, Safety and Operations
4. Paul Taylor, Director of Brand, Marketing and Digital
5. Kerry O’Shea, Fan Engagement Lead

Apologies:

1. Austin Gigg, Junior Supporters Board
2. Paul Christmas, West Ham United Supporters Club

Agenda:

• Welcome and introduction 
• Vote for Co-Chair / Vice-Chair 
• Review of supporter led survey results and key asks - including stadium changes to enhance the atmosphere - safe standing/rail seating 
• Review of fan-led activity and current status  
• Ingress and egress review 
• Accessibility lanes 
• AOB 

Vote for Co-Chair and Vice-Chair

• Following a vote by Supporter Representatives, Paul Christmas was elected as Co-Chair of the Matchday Experience sub-group in his absence, and Cathy Bayford elected as Vice-Chair. The Club would like to acknowledge their commitment and look forward to continuing to work with them.
• Andy Payne agreed to Co-Chair the first meeting in Paul’s absence.

Review of supporter-led survey results and key asks

• Supporter Representatives gave some background on the supporter-led survey on matchday experience, which was still open and had received around 9,000 responses. They shared that the view from the survey was that the matchday experience at London Stadium was suboptimal. The suggested improvements fell into two broad categories: infrastructure and people. It was agreed that the purpose of this Matchday Experience sub-group should be to focus on delivering practical improvements to the matchday experience at London Stadium.
• Supporter Representatives emphasised strongly that they wished to see railed seating introduced at the stadium, particularly in the areas behind the goals. They noted there was already pockets of standing in the stadium anyway which was against the ground regulations so railed seating would help to manage this. They asked the Club to consider having a plan for the infrastructure of the stadium rather than quick fixes and asked where responsibility lay for infrastructure decisions. The Club agreed that no infrastructure plans would be led by other stakeholders without the Club’s approval.
• The Club confirmed that London Stadium was licenced as an all-seater stadium except for a small section for away fans. The Club also noted the risk of safe standing sections ‘spreading’ to other sections which may then have wider impact on fans with accessible seating or who did not wish to stand. 
• Supporter Representatives acknowledged the need to be mindful of fans with accessibility requirements who would still want to sit near their friends and existing groups. They agreed that not everyone in the stadium wished to stand, but suggested that fans were already self-selecting the areas of the stadium which suited them, and that railed seating would help to signpost these areas and help fans choose the most appropriate area. 
• The Club suggested that, given there were no plans to introduce railed seating, the group could work to more clearly articulate the different zones in the stadium to help people sit with like-minded fans. The Club acknowledged this had worked well for the pre-season match against Lille OSC where Ironworks Alliance fans had purchased tickets in blocks 145 and 146. It was agreed that any zones would need to be fan-led and defined rather than Club-led but that they could be advertised to fans ahead of the renewal window. Supporter Representatives welcomed the suggestion and agreed the sub-group could work on plans, consult on them and share at a Fan Advisory Board meeting.
• Supporter Representatives noted that there had been strong appetite for designated family areas in the survey and that this would be somewhere where the next generation of fans would start coming to matches. There had also been support for ‘neutral’ areas of the stadium in the survey, but representatives considered that people coming to London to watch a Premier League match may want to be among the West Ham fans so this was less clear cut.
• Supporter Representatives suggested that the gap between the upper and lower stands was too big and that this had an impact on atmosphere. 
• The Club also acknowledged there would be Fan Advisory Board representation on future Safety Advisory Group meetings. 

Review of fan-led activity and status

• Supporter Representatives outlined how Ironworks Alliance had been trying to improve matchday atmosphere at the stadium. Recent activity included purchasing tickets in the Bobby Moore Lower stand and bringing telescopic flags to the Lille OSC pre-season match and holding pre-match concourse meetups. This activity had been well received by fans and had a positive impact on the matchday experience as well as atmosphere in the stands.
• The Club agreed that the work with Ironworks Alliance had been positive, with the group having built up trust with matchday safety and operations teams at the Club and Stadium. The Club confirmed it was happy to continue working with Ironworks Alliance and awaited their future plans. The Club also confirmed that it had been speaking to staff at other clubs to learn from best practice in managing fan-led displays. 
• Supporter Representatives noted that Ironworks Alliance were not planning to run any displays for the foreseeable future but that they would continue with concourse meetups, asking fans to bring scarves and taking advantage of relocation windows to move into the Bobby Moore Lower stand. Supporter Representatives agreed this showed small positive steps being taken towards improving the wider atmosphere. 
•  The Club noted that in the absence of fan-led activity then the Club may run its own displays at particular matches, such as on Remembrance Day. There were no objections from Supporter Representatives on this. 

Ingress and egress review including accessible lanes

• The Club outlined previous Fan Advisory Board discussions on ingress and egress from the stadium including details of previous audits (which can be viewed here), with the priority being to ensure that all fans arrive safely at the match and get home safely. The Club also reiterated the invitation for one or two members of the Fan Advisory Board to join one of these audits to view the process from an operational perspective. 
• It was acknowledged that a lot of the delay in leaving the Stadium was linked to the maximum capacity of Stratford Station and that the stop/go boards were intended to prevent any overcrowding. The Club noted that this process was successful at ensuring that there had not been any emergency station closures and that TfL and the station were an important part of the operational team on each matchday. Supporter Representatives noted that there had been discussions at the FAB about asking Westfield to allow supporters to cut through the shopping centre after a match.
• The Club said that it had been working with London Stadium to introduce an early bird offer and a new BrewDog outdoor fan zone area to encourage people to arrive earlier at the stadium. 
• Supporter Representatives suggested that ‘late bird’ offers would be a good idea to keep people at the stadium longer to stagger the crowds on exit. The Club agreed there was a number of ‘late bars’ inside the stadium and that these could be promoted more widely. Supporter Representatives suggested that Ironworks Alliance could be part of these conversations to help build the atmosphere of the late bars, which the Club welcomed. 
• The Club outlined the purpose of the accessibility lanes, which was to give a route for disabled fans to enter the stadium without joining the main queues. Supporter Representatives acknowledged there was some confusion with these lanes, including for supporters with invisible disabilities and stewards not understanding their purpose. The Club noted that more staff had recently been added to help with this, but agreed to re-brief the stewards. Supporter Representatives agreed to add this to future Disabled Supporters Association agendas, including looking at re-communicating the purpose of the accessible lanes with the wider fanbase and the importance of keeping these clear for disabled fans. 
• Supporter Representatives raised specific egress issues that disabled fans had been facing, including not being able to get through the barrier to access the shuttle buses. The Club agreed to look at this with the Disabled Supporters Association.

Agreed Actions

• Supporter Representatives to look at how to more clearly articulate the different zones in the stadium to help people sit with like-minded fans.
• The Club to re-brief stewards on the importance of the accessibility lanes.
• Supporter Representatives and the Club to decide how to better communicate the purpose of the accessibility lanes to the fanbase.
• The Club to look at ‘late bird’ offers and promotion and to include Ironworks Alliance in these discussions. 

FAB Meeting Two

Date: Thursday 23 October 2025, 6-8pm
Location: Boleyn Social / Virtual   

Fan Advisory Board representatives:   

1. Andy Payne (Hammers United and FAB Co-Chair)   
2. Austin Gigg (Junior Supporters Board)  
3. Cathy Bayford (Disabled Supporters Association)  
4. James Brown (Claret Member)  (online) 
5. Kevin Hind (West Ham United Supporters Trust)   
6. Martine Dodwell-Bennett (Bondholders Committee)  
7. Maurice Birnbaum (Away Scheme Member)   
8. Mike Field (Old School Hammers)  
9. Paul Christmas (West Ham Official Supporters Club)  
10. Scotty Burkhart (Overseas Supporters Rep)  (online)

 Club Representatives:   

1. Baroness Karren Brady, CBE, Club Vice-Chair 
2. Tara Warren, Executive Director, Nominated Board Level Official (NBLO)  
3. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team (online)
4. Catherine Smith, Head of Supporter Services and Fan Engagement  
5. Kerry O’Shea, Fan Engagement Lead 

Additional Attendees: 

1. Ashley Brown, FSA

Apologies: 

1. Women’s Supporters Board Representative 
2. Apu Vyas, Inclusive Irons
3. Jo Bailey, Pride of Irons

Agenda: 

• Welcome, introduction 
• Overview of Club strategy 
  • Mission, structure and Club objectives 
  • Performance against Club objectives 
  • Focus for the future
• Answers to questions from Supporter Representatives 
• AOB (moved before Heritage and memorabilia update)
  • WHU v Brentford pricing strategy
• Heritage and memorabilia update

Welcome and Introduction: 

• The Club thanked Supporter Representatives for joining the meeting and their focus on raising issues on behalf of those they represent. The Club Vice-Chair reaffirmed the Club’s commitment to the FAB, acknowledging and accepting that results and performances over the last 18 months have fallen short of expectations
• The Club shared that they had reflected on the questions asked by the FAB, and prepared a presentation, having considered what additional action could be taken, and that whilst this was an unusual structure for a FAB meeting, that the usual processes in respect of collaboration and commitment to a constructive agenda should continue
• Ashley Brown shared that he had offered to attend the meeting after speaking with the Club, and Supporter Representatives, having been actively involved in setting up and attending many FABs across the football pyramid including working closely with West Ham United and its supporters for over five years
• Supporter Representatives shared that their hope for the evening to get clarity, clear commitment and an action plan related to the themes raised with the Club at the previous meeting on 11 September.

 Overview of Club strategy 

• The Club delivered a presentation which contained an overview of the Club Strategy, including its mission, governance structure, Club objectives and the plans which sit under each objective.
• The presentation contained information about how the Club delivered the governance requirements as a Premier League Club, led by Karren Brady as Vice-Chair and CEO, with responsibility for all of the commercial elements of the Club outside of player recruitment and trading, and delivered by a strong and qualified Executive Team, including Mark Noble as Sporting Director. The Club also assured Supporter Representatives that it was willing, and able, to meet the requirements under the Independent Football Regulator
• The Club also shared detailed information about its financial growth and performance, highlighting that the Club had remained in the Premier League for 14 consecutive seasons, never having breached PSR, and competed in Europe for three of those seasons, winning a European trophy. This strong financial performance resulted in West Ham being ranked 17th in the global Deloitte Football Money League. The Club stated that whilst there has been significant commercial growth, and subsequent funds invested in players, that football performance had an impact on revenue figures, and therefore the Club needed to always be cautious to stay within PSR and ensure financial sustainability. Confidential information [1] was shared about the Club’s expected financial position for the 2024/25 season ahead of the accounts being published and it was agreed Supporter Representatives would have a more in-depth briefing by the Club’s CFO ahead of the accounts being released
• Supporter Representatives asked about the approach to playing strategy. The Club stated they had employed different models to manage player recruitment and trading, including having the manager lead recruitment, a technical director, and other in-house models, supported by technology and an extensive scouting network and that work was underway reviewing what worked and what had not to establish the right model that works best for West Ham United and our identity. The Club added the immediate focus was on supporting Nuno Espirito Santo. The Club shared confidential information [2] about the approach to player recruitment and the consideration as to what could be done differently in the future. The Club outlined that whilst it was not the direct remit of the FAB, they wanted to share this football related information given the depth of feeling and in future would be holding fan forums to discuss football matters.
• In sharing information about the Club’s approach to supporter consultation, Supporter Representatives asked the Club for assurances that consultation would happen in a timely, meaningful manner. The Club confirmed this was always their intention and that fan consultation processes were being embedded across all departments, following the PLEDIS framework which allowed the Club to become equity leaders across the League. The FSA Representative noted how much had been achieved by the FAB, and Supporter Representatives expressed frustration that more had not been achieved, and in a faster timeframe   
• Supporter Representatives shared they wanted to feel proud of the Club, both on and off the pitch, and the Foundation was something to celebrate, and asked if the Club could consider an approach to their supply chain and partnership process which meant partners reflected the values the Club holds. Supporter Representatives gave specific examples here of recent partners they felt did not hold these values.  The Club stated this was always in their consideration when identifying and working with partners, and that a balance was needed between maximising revenues and delivering value-driven propositions. The Club also noted the investments many partners had provided to improve the supporter experience, including BrewDog building fan zones around the Stadium
• It was agreed for the next FAB meeting to take place at the Foundry, West Ham United’s new £5m community hub in the heart of Beckton, and that information would be provided to Supporter Representatives for volunteering at the homeless shelter
• Supporter Representatives commented that the recent discounted tickets for Academy fixtures were well received and offers like that should continue. The Club confirmed fixtures were also available on YouTube and asked Supporter Representatives what they thought about a ticketing product which included access to all West Ham United games, including men’s, women’s and academy. Supporter Representatives thought it would be welcomed by some supporters who had availability to attend that many fixtures 
• Supporter Representatives asked about the women’s team. The Club stated that the women’s game as a whole was a long way away from becoming sustainable and that work needed to be done at a League level to grow the game. The Club added their focus was on becoming an attractive, investible proposition to grow the fanbase, grow revenues and reinvest that into the squad

Performance against Club objectives 

• The Club shared where they were performing strongly against Club objectives, with particular highlights including: 
  • Maintaining Premier League football for 14 consecutive seasons, and winning a European trophy
  • The development of Academy players, and progressing Academy coaching staff into the first team set-up
  • The revenue position of the Club, with the 10th highest income in Premier League for the last two seasons
  • The recent opening of The Foundry, which will increase the Club’s community footprint to reach 60,000 people every year
  • The embedding of ED&I across the Club, including work with supporters groups
  • The Club’s growth in key markets including the US; and
  • The work that had been delivered for supporters. The specific examples the Club shared here were: 
    • Reinstatement of concessionary tickets in Bands 1-4 and Season Ticket price freezes 
    • Trial of singing section and facilitation of fan displays and banners and development of new fan zones 
    • Delivery of ED&I campaigns including London Pride, Unite for Access and South Asian Heritage Month 
    • Dedicated SLO for all women’s matches requested from WSB
    • Appointment of professional archivist to deliver heritage work
    • Email addresses for Supporter Representatives to communicate with closed groups 
    • Events hosted for international supporters, both in the UK and overseas, requested by Overseas Representative 
    • Claret Membership packs delivered in September 2025 instead of December 2025 based on feedback from Claret Member survey 
    • Changes to Away Scheme Membership pilot based on feedback
    • BSL interpreter present at every men’s home match, requested by DSB
• The Club also shared where they felt improvement could be made to achieve objectives, including: 
  • Identifying a structure which delivers improvement to talent identification, contract negotiation and builds a high-performing squad
  • Building a Club roadmap across all departments to identify opportunities for fan consultation and engagement
  • Working with supporters to make changes at London Stadium, including railed seating, playing women’s games and development of singing sections and fan zones 
• The Club confirmed they would appoint a company to undertake a third-party feasibility study of railed seating at London Stadium, beginning in January ’26 and shared that Delaware North Catering were keen to work with the Club on specific, targeted improvements around fan zones, and that this would be good to discuss in the Matchday Experience Working Group. The Club also confirmed work was underway on investigating the right place for a family zone in the stands as part of a wider focus on long-term Stadium development plans over the coming years and Supporter Representatives expressed their support for this. Supporter Representatives added that disabled supporters, and their experience, should be considered within these plans and the Club stated that would absolutely be the intention
• Supporter Representatives shared their view on the expectations within the fanbase, both from a football and commercial performance, sharing that they felt supporters didn’t expect to regularly compete with Top 6 Clubs, but would like to be seen as the ‘best of the rest’. They also shared they believed London Stadium may have a negative impact of football performance, and if initiatives such as bringing the stands closer to the pitch would make a difference. The Club confirmed that the squad did not feel playing in London Stadium hindered their performance, adding that it was important for the team to hear the fans behind them. Supporter Representatives stated that supporters were absolutely behind the team 
• The Club added they investigated adding more seats closer to the pitch, but that to satisfy the Safety Certificate, all seats needed to be covered by the roof for safety reasons, to prevent migration, and that to replace the roof, the steel would also need to be replaced, and this was cost prohibitive. The Club shared confidential numbers [3] of how much this type of work would cost. Supporter Representatives commented that the financial model of the Stadium could be difficult to understand and that more could be done to explain this to the wider fanbase. 
• Supporter Representatives also asked if anything could be done to reduce the gap between the upper and lower tiers and the Club confirmed this is where the seats move for the athletics, but that the areas had been turned into bar decks to improve the experience for supporters there. They added seats could not be added there due to the sight lines 
• The Club agreed these type of ideas were valuable to discuss and investigate

Answers to questions from Supporter Representatives 

• The Club shared a slide which shows each of the questions  raised by Supporter Representatives, further actions to be taken and a timeline of when this would be done. The content of this slide is below: 

• Supporter Representatives asked if they could receive a copy of the presentation. The Club stated that due to the level of confidential information contained within the presentation that it would not be possible to share this, but suggested the meeting summary be more detailed that usual so Supporter Representatives could point to these if supporters had any questions. The Club said they would consider if a redacted version could be made available
• A Supporter Representative stated they felt perhaps their questions had not been answered. The Club asked Supporter Representatives to share what they felt was missing and Supporter Representatives asked for clarification on the position of a full-time CEO. The Club clarified that the Vice-Chair worked full-time at the Club and fulfilled the role of CEO. The FSA Representative commented that at other Clubs, Senior Leaders take part video interviews where they explain Club strategy and answered questions from supporters. The Club responded that this did not feel like the right time to deliver a video interview, but would consider what could be shared more widely with supporters and how clarity could be given to issues that were of concern to the fanbase
• Supporter Representatives asked for time to reflect on the content. They also highlighted that consistent communications would be helpful in allowing Supporter Representatives to clarity issues with the members they represent. It was agreed that Supporter Representatives would consider these timelines 

WHU v Brentford Ticketing Queries 

• The Club confirmed that match-by-match prices for individual fixtures are based upon a range of factors, including schedule changes, opposition and the overall objective of ensuring a full stadium to cheer on the team. The fixture vs Brentford was categorised as Category C and selected as one of our ‘Kids for a Quid’ fixtures and additionally, Brentford returned 900 tickets to the Club, some of which were made available to supporters at a price of £15. The Club stated that despite this, a Season Ticket remains the most cost-effective way for a supporter to secure their seat for all home matches compared to equivalent match-by-match purchases across the season. 
• It was agreed this would be clarified in further detail following the meeting in the ticketing working group as the season unfolds, and the Club confirmed that for last season, the average Adult Season Ticket Holders saved was £211 when compared to purchasing match tickets. This is an average of £328 for an O66 / O21 and £468 for a U18. 
• Supporter Representatives asked if there were plans to publish the attendance figures for West Ham United v Brentford. The Club shared that this game was Sold Out, and that actual attendance was around 42,000. Supporter Representatives added they would submit a FoI request to London Stadium 

Heritage and memorabilia update 

• The Club shared an update on the heritage and memorabilia project, that was being delivered with an Archive Heritage consultant. The Club provided an update on the work delivered to date, including: 
  • Each item in the archive reviewed and given a unique reference code 
  • Each item repackaged in museum-grade materials 
  • New items collected from across the Club to be stored safely with new unique reference codes
  • Building a process to collect specific items to build archive for the future e.g. home shirt from each season
  • Built a collections management process including legal agreements to enable us to move these items
• The Club stated that this process was important if items were to be moved, displayed and loaned 
• The Club shared examples of the type of items contained within the archive, including World Cup 1966 medals and caps, ECWC 1965 medals, historic transfer records, original Club minute books and Europa Conference League memorabilia
• The Club then shared the plan, and timeline to begin displaying these items, for feedback and comment from Supporter Representatives: 
  • Hammers Heritage Roadshow (January ’26): a collection which can be taken to our fan events, allowing the Club to support fans where they are and share their stories with Club staff and legends at events 
  • Online Display (August ’26): an online museum section of the website, allowing us to display our heritage for fans around the world and link to editorial heritage pieces
  • Club Museum (Autumn ’26): bringing a museum-style space to London Stadium, by Entrance B, with exclusive space on the tour route for West Ham United memorabilia 
  • Exhibitions at other museums and cultural institutions (Beyond ’28): building connections in the museums sector to loan out our objects and be part of culturally significant displays
• The Club also shared details of an opportunity that was being worked on to store part of the archive in Newham, which would have wider benefits for the local fan community. It was agreed details of this would be kept confidential [4] until the agreement was signed
• Supporter Representatives asked if the exhibitions at other cultural institutions could happen earlier. The Club confirmed the focus was displaying items at London Stadium, and that many museums had a 3+ year programme of displays and exhibitions
• The Club stated the next steps would be to share this more widely with supporters, and offered a meeting with the archivist 
• The FSA Representative closed the meeting by acknowledging he felt the meeting was positive and that information was shared in an open, transparent manner and that Supporter Representatives challenged the Club on a number of issues.

Agreed Actions: 

• The Club to deliver to the actions outlined above, providing an update at the next FAB meting (Due: next FAB meeting) 
• The Club to host next FAB meeting at The Foundry (Due: January 2026)
• The Club to share details of the Foundry’s Homeless Shelter with Supporter Representatives (Due: November 2025)

[1] It was agreed with the Club and Supporter Representatives that this information was kept confidential until the Club’s yearly accounts are published, at which point this information would be in the public domain.

[2] It was agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this in the future as it is commercially sensitive. 

[3] It was agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this in the future as it is commercially sensitive. 

[4] It was agreed with the Club and Supporter Representatives that this information was kept confidential until a formal agreement is signed by all relevant parties

On 11 September 2024, West Ham United held its first Fan Advisory Board (FAB) meeting, bringing together elected representatives from the supporter base with senior club officials. 

As it was the first meeting, the agenda covered important administrative topics to set the FAB up for success, alongside a focus on the club’s ticketing and concession policy. 

As part of the meeting, Andy Payne from Hammers United was appointed Co-Chair of the FAB, alongside Cat Smith, Head of Supporter Services & Fan Engagement. Austin Gigg, from the Junior Supporters Board was appointed Vice-Chair. These votes were carried unanimously. 

A vote was also taken on having an additional role on the FAB, representing the Away Season Ticket scheme. This vote was carried, and an election will take place ahead of the next FAB meeting. 

Attendees:

Date: September 11, 2024 6-8pm
Location: London Stadium / Virtual 

Fan Advisory Board representatives: 

1. Andy Payne (Hammers United)
2. Apu Vyas (Inclusive Irons)
3. Austin Gigg (Junior Supporters Board)
4. Cathy Bayford (Disabled Supporters Association)
5. James Brown (Claret Member)
6. Joshua Dodd (Pride of Irons) attended virtually
7. Kevin Hind (West Ham United Supporters Trust) attended virtually
8. Martine Dodwell-Bennett (Bondholders Committee)
9. Mike Field (Old School Hammers)
10. Peter Tyler (Co-Chair, West Ham Women’s Supporters Board)
11. Paul Christmas (West Ham Official Supporters Club)
12. Scotty Burkhart (Overseas Supporters Rep) attended virtually

Club Representatives: 

13. Tara Warren, Executive Director, West Ham United
14. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team
15. Catherine Smith, Head of Supporter Services and Fan Engagement
16. David Chaplin, Head of MarComms Operations
17. Dan Francis, Senior Communications and Editorial Manager

Additional attendees: 

18. Ashley Brown (Head of Governance and Supporter Engagement, FSA)

Agenda:

1. Introductions and Overview
2. Appointment of Chairperson and Vice-Chairperson
3. Overview of West Ham United and role of the FAB 
4. Concession Policy and Ticketing Strategy
5. Away Season Ticket Scheme Vote 
6. Fan demographic data ask and timeline 
7. Ways of working 
8. AOB 

Key Points Discussed:

Concessions and Ticket Pricing

• The Club’s concession policy and ticket pricing was a significant theme throughout the meeting
• Supporter Representatives shared stories and feedback from fans and their members who had very serious concerns about the current policy to show the impact of that policy and pointed to other public displays of dissatisfaction, including a fan petition which had 20,000 signatures, and total negative sentiment expressed from supporters who attend the Supporters Club
• The Club confirmed they would discuss accessible concessionary policy with the Disabled Supporters Board. The Supporter Representatives stressed that this should also undergo consultation via the FAB and it was agreed this would be discussed with both consultation bodies
• Supporter Representatives stated that there was real anger that has been expressed on the Club’s concessionary policy. The Club acknowledged this anger and recognised a consultation process had been needed for changes for this nature and re-iterated its commitment to consultation with the fan representatives going forward
• Supporter Representatives also noted the Club’s overall affordability and pricing structure and the need to remain financially competitive
• Supporter Representatives encouraged the Club to work with them to find solutions for the future that either fully reverted to the 2023/2024 pricing structure or enabled affordable and fair levels of concessionary discount across the stadium.
• Supporter Representatives offered to work with the Club on building a policy, understanding what financial targets the Club wants to achieve over the coming years and working on solutions to hit those targets without penalising those who have age and disability concessions. 
• Supporter Represented urged the Club to uphold existing promises made to supporters e.g. founder junior concessions. The Club agreed any commitments would be considered as part of any policy changes
  

Improving Understanding of Policies:

• The club emphasized its desire to establish clear and transparent policies that are easy to understand and communicate to fans, undergoing consultation on critical policy changes.
• Supporter Representatives gave positive suggestions on how to bring specific policies to life, including the Club and Supporter Representatives creating and editing content together to help mitigate misunderstandings among the supporter base.
  
  

Season Ticket Utilisation:

• The discussion touched on the importance of maximising attendance and seat utilisation during the season. Both the Club and Supporter Representatives expressed a shared goal of ensuring that as many fans as possible can experience match days and acknowledged the clear need for the loyalty price benefits afforded to season ticket holders to be realised, to have a full crowd behind the team and in recognition of those on the Season Ticket waiting list who are purchasing match-by-match tickets. It was noted that supporters have the chance to ticket forward free of charge or resell their ticket via the Ticket Exchange. 
• The Club shared they would be contacting supporters who do not list or attend (utilise) their seat and that it may be necessary to revoke ticket privileges. In response, Supporter Representatives said that the current system was not very well publicised and that there was confusion amongst fans about how it worked. 
• Fan representatives suggested that there were a number of potential reasons why Season Ticket Holders may not take their seat for some matches and offered suggestions for how to encourage use of the system, including more communication, a review of the Club Cash refund system whereby Season Ticket Holders can only get their money back via credit against merchandise or a future season ticket and the timings of when supporters are able to list their ticket on the Ticket Exchange. Club and Supporter Representatives agreed to work together to investigate further and spread this message 
  

Inclusivity and Accessibility:

• The meeting underscored the club's commitment to inclusivity, with Supporter Representatives stating their intention to advocate for accessibility and inclusivity through the FAB.  The Club agreed to review existing policies with a key goal being having games accessible for all. The Club clarified the existing concession policy, confirming the accessible concessionary policy is unchanged for the 2024/25 season, and that any proposed changes would be specifically brought to the Disabled Supporters Board and the FAB for consultation

Future Fan Engagement and Strategy:

• The FAB agreed to work collaboratively on shaping future ticketing strategies. This will involve ongoing consultation, workshops and an open dialogue to address fan concerns and with the goal of decisions reflect the diverse needs of the West Ham United community. The Club stated it is eager to create a policy that is transparent, fair, and forward-looking.

Agreed Actions:

• Supporter Representatives to work with the Club in an open and transparent way to submit any further suggestions regarding ticketing and concession policies for the Club (Due: In good time for December FAB meeting)
• The Club to review all supporter feedback, creating a proposal for consultation (Due: December meeting) 
• The Club to share the plan for the election of the Away Season Ticket Scheme member with Supporter Representatives (Due: 26 September) 
• The Club to deliver Away Scheme election (Due: December meeting) 
• The Club to consider additional communication channels to enhance the club’s communication strategies, including exploring the use of podcasts, Q&A sessions, and direct emails to better inform fans about ticketing policies and seat utilization (Due: December meeting)
• The Club will offer a meeting to Supporter Representatives to share its current approach to encouraging use of the Ticket Exchange and Ticket Forwarding, asking Supporter Representatives to provide feedback (Due: October) 
• The Club will consult the Disabled Supporters Board on any changes to ticketing policy as part of their formal meetings with Club executives (Due: November)

West Ham United hold Ticketing Workshop with Fan Advisory Board  

Following the first Fan Advisory Board meeting on 11 September 2024, an action was taken for the Club and Supporter Representatives to review feedback on the Club’s concessionary policy, reviewing the policy ahead of the 2025/26 season. The Club agreed any ticketing principles would be discussed in December’s Fan Advisory Board meeting. Ahead of this meeting, supporter representatives met with club officials for an informal workshop on the topic.  

Attendees:

Date: 19 November 19 2024 7-9pm 

Location: London Stadium / Virtual 

Fan Advisory Board representatives: 

1. Andy Payne (Hammers United)
2. Austin Gigg (Junior Supporters Board)
3. Cathy Bayford (Disabled Supporters Association)
4. James Brown (Claret Member)
5. Kevin Hind (West Ham United Supporters Trust) 
6. Martine Dodwell-Bennett (Bondholders Committee) attended virtually
7. Mike Field (Old School Hammers)
8. Peter Tyler (Co-Chair, West Ham Women’s Supporters Board)
9. Paul Christmas (West Ham Official Supporters Club)
10. Scotty Burkhart (Overseas Supporters Rep) attended virtually

Club Representatives: 

1. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team attended virtually
2. Catherine Smith, Head of Supporter Services and Fan Engagement
3. David Chaplin, Head of MarComms Operations
4. Kerry O’Shea, Fan Engagement Lead 

Agenda:

1.         Introductions and Overview  

2.         Workshop

3.         Open Forum for Supporter Feedback and Concerns  

4.         Discussion of Next Steps and Agreed Actions  

Introduction and Objectives 

• The FAB Co-Chairs welcomed the group and outlined the agenda. 
• The Club stated its objectives from the workshop, which was intended to: 
  • Allow the fan voice to be included in the Club’s decision-making processes
  • Provide a mechanism for the FAB to meaningfully and constructively contribute to the creation of a new policy 
  • Provide further opportunities to hear the views of supporters, and the members they represent
• The workshop was structured around four themes: reward, respect, re-evaluate, rationale, with the Club aiming to return with a proposal at the FAB meeting on 4 December.·       

Workshop summary

The key themes which emerged from the workshop were: 

• Loyalty: Supporter Representatives discussed how there was a need to establish how loyalty is recognised, acknowledged and rewarded, particularly for those supporters officially affiliated with the Club (Season Ticket Holders, Match by Match purchasers, Claret Members, Official Supporters Clubs) who either come to games currently or have previously done so. There was discussion about how this was currently reflected using the loyalty points system.  A view was shared from Supporter Representatives that price was the most important factor in recognising loyalty, rather than additional gifts/incentives and Supporter Representatives talked about options for spreading the cost of season tickets over time, and the continuing importance of an overall discount for season tickets when compared to match-by-match tickets for Premier League fixtures.
• Family Tickets and Generational Attendance: Supporter Representatives stated that the Club should ensure that there was a healthy pipeline of younger fans coming through, which Club representatives agreed with. There was discussion about whether families should be able to pass on Season Tickets more easily or whether this could create a closed shop or add confusion to the current ticketing policies . The group discussed what ‘Affordable Family Football’ meant and took the view that it was important to ensure future generations continued to attend matches, alongside providing ways for new supporters to purchase tickets at every stage of life. Supporter Representatives wanted to prioritise affordability for families, younger, older and accessible supporters. Some supporter representatives queried whether it would be possible to ‘register interest’ in specific seats. 
• Accessibility: The Club confirmed that they intended to discuss accessible concessions with the Disabled Supporters Board and Supporter Representatives again stressed the need for consistency and simplicity, allowing choice and flexibility in where disabled supporters sat in the Stadium. Supporter Representatives agreed that any proposals shared with the Disabled Supporters Board would be shared at Fan Advisory Board meetings for discussion. The DSB Representative highlighted some of the unique challenges faced by supporters with disabilities.  
• Simplicity and Communication: Supporter Representatives asked the Club to keep policies simple to avoid confusion among supporters and ensure fairness across the fan base. Supporter Representatives emphasised the need for a clear and fair concessionary pricing structure and the importance of clear communication and a logical rationale for changes. Supporter Representatives said they would welcome an understanding of a longer-term view of ticketing strategy.
• Affordability: Supporter Representatives highlighted the need for simple and clear pricing and suggested it would be best to have the same level of percentage discount for all concessionary tickets across different categories and bands. The Club shared some ideas of how this could work, noting that this would have an impact on existing concessionary ticket holders. The Club agreed to return to these ideas in more detail at the Fan Advisory Board meeting on 4 December. 
   

Agreed Actions:

• Supporter Representatives to review and re-share their previous proposals shared in April 2024 with the Club on concessionary policies (Due: end of November) 
• Supporter Representatives to share survey data delivered in partnership with FSA as it stands (Due: ahead of December meeting) 
• The Club to review feedback from the workshop and recent fan survey, creating a proposal for discussion (Due: December meeting) 

West Ham United hold second Fan Advisory Board Meeting

On 4 December 2024, West Ham United held the second Fan Advisory Board (FAB) meeting, bringing together elected representatives from the supporter base with senior club officials. As part of the meeting, Jo Bailey was welcomed to the FAB, taking over from Josh Dodd in representing Pride of Irons. Maurice Birnbaum was also welcomed, representing the Away Scheme Members following a vote at the last meeting and subsequent election. 

Attendees: 

Date: December 4, 2024 6-8pm 
Location: Virtual  

Fan Advisory Board representatives: 

1. Andy Payne (Hammers United and FAB Co-Chair) 
2. Apu Vyas (Inclusive Irons)
3. Austin Gigg (Junior Supporters Board)
4. Cathy Bayford (Disabled Supporters Association)
5. James Brown (Claret Member)
6. Kevin Hind (West Ham United Supporters Trust) 
7. Martine Dodwell-Bennett (Bondholders Committee)
8. Maurice Birnbaum (Away Scheme Member) 
9. Mike Field (Old School Hammers)
10. Peter Tyler (Co-Chair, West Ham Women’s Supporters Board)
11. Paul Christmas (West Ham Official Supporters Club)
12. Scotty Burkhart (Overseas Supporters Rep)

Apologies: 

1. Jo Bailey (Pride of Irons) 

Club Representatives: 

1. Tara Warren, Executive Director and Nominated Board Level Official 
2. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team 
3. Catherine Smith, Head of Supporter Services and Fan Engagement
4. David Chaplin, Head of MarComms Operations
5. Dan Francis, Senior Writer and Communications Lead 

Agenda: 

1. Welcome and Action Log 
2. Club Concessionary Policy and Wider Ticketing Strategy 
3. Safe Standing at London Stadium 
4. Status updates on fan initiatives 
   • Pride of Irons 10-year anniversary 
   • Junior Supporters Board 
   • Away Season Ticket Scheme 
   • Level Playing Fields Regional Forum and DSB meeting 
   • Women’s team playing at the London Stadium 
   • Matchday WhatsApp Channel
   • International Supporters Club

1. AOB 
   • Away Fans in Home areas - WHU v Arsenal 
   • Independent Football Regulator 

 Action Points from Previous Meeting: 

2. Club Concessionary Policy and Wider Ticketing Strategy 
    

• The Club shared the feedback it had received from a survey it had sent to supporters, and the feedback received from Supporter Representatives from the Fan Advisory Board as part of a ticketing and concessions workshop held 19 November 2024.
• The Club shared a proposed set of guiding principles that would underpin future ticketing policy: fair to the majority, simple to understand, affordable for families. Supporter Representatives suggested the final principle should not be limited to just families but affordable to all and the Club agreed to consider how this could be applied to all supporters. Supporter Representatives suggested clearer definitions for terms like ‘fairness’ and ‘majority and the Club agreed to work the detail of this. 
• The Club outlined proposed changes to the policy, which reflected the new guiding principles. The Club highlighted that the 2023-24 level of discount (up to 83% in some Bands) was not sustainable, whilst acknowledging supporter concerns surrounding affordability, choice and flexibility. Supporter Representatives confirmed they would like to see a level of fairness and consistency within the policy, with a return to concessions in Bands 1-6 for existing, new supporters and season ticket holders. 
• Supporter Representatives highlighted that since the August meeting with the Club, they have been advocating for a full reversion to previous concessionary policies, as supported by fan feedback and a petition with over 21,000 signatures and data from Supporters Representatives fan survey run by the FSA. The Club confirmed that feedback had been heard, and the focus was on building a policy for future years that reflected the outlined principles. The Club shared how some specific outliers within the concession policy would not be sustainable. Supporter Representatives flagged that affordability, choice and flexibility was paramount for any new policies. 
• Supporter Representatives stated they had sent a series of detailed documents to the Head of Supporter Services and Fan Engagement relating to Club Ticketing Policies, written by Supporter Groups and endorsed by Supporter Representatives. Supporter Representatives emphasised the time and effort spent compiling these proposals. The Club confirmed these documents (shared on 2^nd and 3 December) had not been reviewed ahead of the FAB meeting and that any proposals that had been brought for discussion would be based on survey results and the workshop with the FAB. Supporter Representatives also suggested that the Club incorporate insights from the Supporter Representatives survey run by the FSA into its ticketing policy development. The Club stated they would review the documents and feedback to Supporter Representatives.
• The Club confirmed they would now build the ticketing policies for the 2025-26 season and beyond. The final policies would be shared with Supporter Representatives before a wider announcement. The Club confirmed it would not be considering any other changes to policy other than those already raised and discussed for the 2025-26 season. Supporter Representatives asked about the timeline, stressing the importance of clear timelines and sufficient communication with fans to avoid last minute issues and questions
• Supporter Representatives asked for detail on some specifics of ticket allocations within the Stadium. The Club provided detailed information on the number of seats in different bands, and the ways the Club strives to ensure there are affordable options for all supporters.      It was agreed the Club would look at how many U18 Founder Season Ticket holders were still Season Ticket holders as Supporter Representatives had stated that these were promised when seats were taken up in 2016. It was agreed Supporter Representatives would share any written information they had with the Club in relation to promises made to Founder Season Ticket Holders on concessionary pricing as the Club could not find any information on this in the historic literature. 

3. Safe Standing at London Stadium

• Supporter Representatives asked the Club to clarify the position on the introduction of railed seating at London Stadium. The Club confirmed London Stadium is an all-seater stadium for home supporters and we continue to monitor guidance relating to safe standing 
• The Club confirmed there is railed seating in the Upper Tier of the Away End to keep supporters safe. The Club confirmed there are no current plans to introduce further railed seating into the London Stadium in the 2024-25 or 2025-26 season. Regular communications are shared to supporters reminding to take their seats for the games, for the enjoyment and safety of those, and those around them. It was agreed the Club would make a clearer public statement about the current position. The Club would continue to make this information available via Club Channels

4. Status updates on fan initiatives 

• Pride of Irons 10-year anniversary 
  • The FAB Supporter Representative Co-Chair, on behalf of the Pride of Irons representative confirmed that the Club had been working with Pride of Irons to recognise it’s 10-year anniversary, taking place next February. It was agreed that the Supporter Representatives would contact their respective members on how they can raise awareness and support the anniversary further
• Junior Supporters Board 
  • The Junior Supporters Board representative asked the Club to consider offering booster seats for young supporters sat in the lower bowl. The Club agreed to see if this was feasible 
• Away Season Ticket Scheme 
  • The Away Scheme Member Representative asked for assurances that the Away Scheme would continue. The Club stated there were no current plans to end the Away Scheme, but it would need to evolve to address issues such as ticket abuse and anti-social behaviour. The Club agreed to host a specific meeting to between the Away Scheme Representative and the Club Director of Ticketing to look at the scheme in detail, and how a positive away experience can be maintained. Any proposals would be brought back to the FAB for consideration 
• Level Playing Fields Regional Forum and DSB meeting 
  • The DSB Representative shared an update on the DSB meeting held on 26^th November, confirming that a meeting summary would be made publicly available. The representative also shared updates from Level Playing Field’s Regional Forum, which was hosted by West Ham United on Thursday 28^th November
• Women’s team playing at the London Stadium 
  • The WSB Representative asked for an update on the team playing at the London Stadium this season as there was a strong desire for the women’s team to play more games at London Stadium and that the long-term goal for Supporter Representatives would be to see London Stadium as a regular venue for WSL matches. The Club reiterated that work is underway to try to host a women’s match this season. 
• Matchday WhatsApp Channel 
  • The Club confirmed that the Matchday WhatsApp channel has been launched as an additional place for supporters to access key information about each matchday
• International Supporters Club
  • The International Supporters Club Representative confirmed work was underway with the Club’s Fan Engagement Manager to identify a fixture this season to celebrate all our international supporters, with a specific event held in East London. The Club and Supporter Representatives agreed to continue to work together on the planning of this activity

5. AOB 

Away Fans in Home areas - WHU v Arsenal 

• Supporter Representatives shared concerns about the number of away supporters in home areas at recent fixtures, including WHU v Arsenal. Supporter Representatives registered their concerns on stewarding and safety measures, alongside suggesting the use of sophisticated data analysis to prevent unauthorised access. 

• Supporter Representatives reported instances where stewards can appear to lose control of situations, with the Arsenal fixture being the most recent. The Club emphasised that all stewards are expected to have minimum qualifications and that the Club works with London Stadium closely to address any issues when they arise

• The Club reiterated that this is a matter taken extremely seriously and that before each fixture, daily checked are made on purchasing-patterns, residential addresses and email addresses to identify suspected away fans and ticket touts

• The Club confirmed that ahead of the Arsenal game, over 1,000 tickets were blocked. For the limited number of away supporters to who make into the London Stadium concourse or seats, the Club works, in line with a zero-tolerance approach, to share details with stakeholder authorities and take the strongest possible action, including indefinite bans from the London Stadium. The Club confirmed incidents are being fully investigated and the Club will work closely with the stadium operators on future response to issues of this nature

• The Club confirmed efforts would be stepped up ahead of future fixtures – particularly London derbies and high-demand Category AA matches, with further investigations into suspicious accounts and increased communications shared to all ticket purchasers reminding them of expectations ahead of attending

• Supporter Representatives offered to help in these efforts which was appreciated by the Club. The Club reminded supporters that any incidents on a matchday should be reported to stewards or via the ‘SUPPORT’ service to avoid harm. 

• Supporter Representatives commented that there should be fan representation on the local authority’s Safety Advisory Group (SAG). The Club said that there would be no changes to the composition of the SAG and that fans are adequately represented by Club employees who attend them, including the Head of Supporter Services and Fan Engagement who contacts Supporter Representatives ahead of each SAG meeting

Independent Football Regulator 

The Club’s NBLO provided an update on the Football Governance Bill. 

Agreed Actions: 

• CARRIED: Supporter Representatives to work with the Club in an open and transparent way to submit any further suggestions regarding ticketing and concession policies for the Club (Due: January)
• CARRIED: The Club will offer a meeting to Supporter Representatives to share its current approach to encouraging use of the Ticket Exchange and Ticket Forwarding, asking Supporter Representatives to provide feedback (Due: January ) 
• The Club to share top-level survey findings with Supporter Representatives (Due: December)
• The Club to amend the ticketing guiding principles (Due: December) 
• The Club to share final policy with Supporter Representatives before wider announcement (Due: once renewal window is confirmed) 
• Supporter Representatives to share written documentation re Founder Season Ticket holders (Due: December) 
• The Club to continue to communicate the position on Safe Standing at London Stadium (Due: December) 
• Supporter Representatives to consider how to support Pride of Irons 10-year anniversary (Due: January) 
• The Club to investigate the feasibility of providing booster seats at London Stadium (Due: March)
• The Club to arrange a meeting with the Away Scheme Member Representative (Due: January) 
• The Club and International Supporters Club Representative to continue to work on event plans (Due: March) 
• The Club to continue to deliver and review effective activity which discourages away supporters from sitting in home ends at London Stadium (Due: December) 
• Supporter Representatives to share examples from outside football to prevent away supporters from purchasing tickets in home areas, including data analytics methods (Due: December) 

Meeting Summary: Ticket Exchange Meeting with Fan Advisory Board 

Following the first Fan Advisory Board meeting on 11 September 2024, an action was taken for the Club to invite Supporter Representatives to a meeting where information would be shared in relation to the Club’s Ticket Exchange. At this meeting, Supporter Representatives asked specific questions related to Club ticketing policies, and the Club responded to ideas and suggested presented in a detailed document, prepared by supporters and endorsed by Supporter Representatives. The Club acknowledged concerns raised and committed to reviewing several policies to enhance fairness, flexibility, and transparency in ticketing operations.

Date: February 13, 2025
Time: 18:00–20:00
Location: Online (Microsoft Teams)
 

Supporter Representatives:  

1. Andy Payne (Hammers United and FAB Co-Chair)  
2. Austin Gigg (Junior Supporters Board) 
3. Cathy Bayford (Disabled Supporters Association) 
4. James Brown (Claret Member) 
5. Mark Inskipp (attending on behalf of Kevin Hind, West Ham United Supporters Trust)  
6. Martine Dodwell-Bennett (Bondholders Committee) – present for part of meeting
7. Maurice Birnbaum (Away Scheme Member)  – present for part of meeting
8. Mike Field (Old School Hammers) – present for part of meeting
9. Peter Tyler (Co-Chair, West Ham Women’s Supporters Board) 
10. Scotty Burkhart (Overseas Supporters Rep) – present for part of meeting 
     

  Club Representatives:  

1. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team  
2. Catherine Smith, Head of Supporter Services and Fan Engagement 
3. David Chaplin, Head of MarComms Operations 
4. Jason Callaghan, Senior Ticketing Manager
5. Ryan Joy, Deputy Ticketing Manager 
    

Apologies: 

1. Apu Vyas (Inclusive Irons) 
2. Jo Bailey (Pride of Irons)  
3. Paul Christmas (West Ham Official Supporters Club) 
    

Agenda:  

1. Club Response to fan-created documents (20 minutes) 
2. Overview of current process for Ticket Exchange (10 minutes) 
3. Supporter Representative Questions (60 minutes) 
   1. Can the Club tell a Supporter how much they will receive if their ticket sells? 
   2. How does the Club price the resale value of tickets placed on the platform and what do they take by way of commission?
   3. Can West Ham offer a cash refund on resold tickets? Can Club Cash be used towards Cup tickets? 
   4. How and when is the Ticket Exchange opened?
   5. Can Claret Members list their tickets on the Ticket Exchange?
   6. Why can’t ST holders relist as soon as the fixture dates and times confirmed?
   7. How does the Club track frequency and usage of the Ticket Exchange and Ticket Forwarding? What happens to supporters if they do not list or forward their ticket? 
   8. What can the Club do to encourage more supporters to list or forward their tickets? 
4. AOB (30 mins) 
   1. Claret Members: availability and location of tickets 
   2. Away Scheme and new Premier League rules – MOVED TO AGENDA POINT 1 

1. Evolution of the Away Scheme and new Premier League Rules 

• The Club reaffirmed a commitment to maintain the Away Scheme Membership and shared details of a trial intended to run at the last three away fixtures of the season 
• The Club explained that Supporters on the scheme would be notified via email of when their priority ticket period is open. Away Scheme members would then view the away seating plan online, choosing specific seats up to a maximum group size of six tickets per booking and make payment online for tickets
• The Club also shared that in the current system, if a payment card is declined, this counts as a penalty. In the proposed format, Away Scheme Members make payment online, so if the card declines, they can attempt with an alternative card in the booking period without facing an automatic miss
• The Club confirmed Away Scheme Members would still be able to miss up to three away Premier League fixtures during the season without penalty
• Supporter Representatives asked the Club to consider how the system can be as convenient and easy to understand as possible. The Club confirmed that this would be a trial, and it did reflect how Away Scheme Members purchased tickets for previous European fixtures and home matchday tickets are currently purchased 
• Supporter Representatives asked if the process would be the same for supporters with accessible needs. The Club confirmed disabled supporters should still contact the Access team
• Supporter Representatives asked whether it is possible for supporters to transfer to resell their tickets. The Club confirmed away tickets are strictly non-transferable
• The Club shared details of new Premier League rules to be introduced in the 2026/27 season. The rules will make digital tickets a mandatory requirement and Clubs are responsible for ensuring all tickets are assigned to the specific individual supporters who are attending the match
• The Club confirmed direct communications would be sent to Away Scheme Members with more details including a survey to collect feedback following the proposed trial. The Club stated that the results of the trial, and associated supporter feedback, would be shared with Supporter Representatives before any permanent changes are made. 
   

2. Club Response to Fan-Created documents 
    

• The Club acknowledged a series of detailed documents presented by Supporter Representatives which offered feedback and suggestion on Club ticketing policies. The Club stated specific information requested by supporters was confidential[1], commercially sensitive and would not be shared publicly, but that the Club had investigated each suggestion in detail in the context of the 2025/26 season: 
• Suggestion: Ensure a discount for Season Ticket Holders compared to match-by-match purchasing: 
  • The Club confirmed that pricing is designed to provide Season Ticket Holders with a discount over the season when comparing like-for-like seats on a match-by-match basis for Premier League fixtures. The Club confirmed they would communicate this Season Ticket Holder benefit Supporter Representatives offered to share detail of where this did not appear to be the case. The Club requested sight of these examples 
• Suggestion: Implement uniform concessionary discounts across the Stadium:
  •  The Club confirmed the concessionary policy is under review for the 2025/26 season
  • The Club explained that there are large variations in concessionary prices across the Stadium and a phased approach would need to be considered to reach a uniform discount 
• Suggestion: Review the relocation process to reward loyalty:
  • The Club confirmed the relocation policy is under review for the 2025/26 season
  • Supporter Representatives asked the Club if there could be an option for supporters to put a 'deposit' on their seat and pay at the end of the renewal window. The Club confirmed there is not an option for a deposit for the 2025/26 season, but that the Club does offer flexible payment terms through V12 finance
• Suggestion: Enforce the minimum ticket use policy as per the Terms and Conditions: 
  • The Club confirmed they were monitoring use of tickets and contacting supporters if they did not list or forward their ticket 
  • The Club confirmed they would make Supporter Representatives aware when the minimum use policy began to be enforced
• Suggestion: Prevent concession ticket abuse: 
  • The Club confirmed that concession ticket abuse is actively monitored, and shared examples of how, including ticket checks, checks at turnstiles and direct contact with supporters
• Suggestion: Reduce the number of match categories: 
  • The Club confirmed they were not looking to change the number of match categories for the 2025-26 season and shared an intention to have a minimum of two category C fixtures, two ‘Kids for a Quid’ fixtures and no more than two AA fixtures each season
• Suggestion: Create fewer price bands in London Stadium: 
  • The Club stated there were no plans to change the number of price bands for the 2025/26 season, and that it would continue to be important to offer a broad choice to supporters. It was agreed this would be kept under review 
• Suggestion: Provide more flexibility for Season Ticket Holders if they want to relocate mid-season or purchase more tickets: 
  • The Club confirmed it would always review requests from supporters on a case-by-case basis, and encourage any supporter to contact the Ticket Office if they wanted to discuss their options during the season 
• Suggestion: Information about the return and distribution should be no more than two clicks away from the home page: 
  • The Club confirmed all information related to the return and distribution of tickets is found under Ticketing > Ticket Exchange, accessed via the Club website homepage in one click 
• Suggestion: Offer the Ticket Exchange to Claret Members: 
  • The Club stated that Season Ticket holders, at the point they renew or purchase their ticket, may not be able to attend all 19 Premier League home fixtures. The Ticket Exchange has been designed to offer a solution to this. 
  • The Club confirmed there are no plans to extend the Ticket Exchange to Claret Members for the 2025/26 season. Members purchase tickets at the point each fixture goes on onsale and therefore much closer to the fixture date. Supporter Representatives did note  that fixture dates can still change after the tickets are on sale  to Claret Members
• Suggestion: The Ticket Exchange should be open at least four weeks before a fixture, or at the point a game is sold out, whichever is soonest: 
  • The Club confirmed that the Ticket Exchange is open at the point the game is close to selling out.
  • The Club shared additional, context[2] on the Ticket Exchange. Regardless of the date the Ticket Exchange goes onsale, daily analysis shows that the Ticket Exchange is consistently busiest in the ten days leading up to a fixture. 
  • The Club also confirmed that over 50% of season ticket holders have used the Ticket Exchange this season, indicating increased engagement with the system 
  • The Club shared analysis with Supporter Representatives that showed when supporters list their tickets, and the impact of proactive messaging on use of the Ticket Exchange. The Club stated that if a supporter lists their ticket more than ten days before a fixture, it is highly likely to sell, but this is dependent on supporter demand
  • Supporter Representatives commented that sometimes this messaging can be excessive and create pressure to list, even if a supporter is planning to attend a fixture. The Club agreed to consider the language and tone of proactive messaging
• Suggestion: Let supporters know how much they Club Cash they will earn from listing their ticket:
  • The Club confirmed a table could be published ahead of each fixture confirming what a supporter selling their ticket could receive if their ticket sells Supporter Representatives commented that this would best to include in direct emails to supporters at the point the Ticket Exchange goes live. It was agreed this action would be taken for the 2025/26 season
• Suggestion: Club Cash to be refunded to supporters: 
  • The Club confirmed there were no immediate plans to change the Club Cash process
  • Supporter Representatives asked the Club to review and reconsider, noting that West Ham are the only Premier League club not to offer any form of cash discount and asking for a specific focus on a reconsideration of the Club Cash expiry policy. . 
  • The Club noted that West Ham United’s approach to ticketing differs from other clubs due to the high percentage of Season Ticket Holders. It was agreed this would be kept under review

3. Supporter Representative Questions

   1. Can the Club tell a Supporter how much they will receive if their ticket sells? 

      Covered in agenda point 2

   2. How does the Club price the resale value of tickets placed on the platform and what do they take by way of commission?
      • The Club confirmed that the pricing of seats listed on Ticket Exchange is based on the Season Ticket price, the price band and the category of the fixture. A supporter receives this value, minus a 10% administration charge which covers the costs of the platforms used to facilitate ticket exchanges

   3. Can West Ham offer a cash refund on resold tickets? Can Club Cash be used towards Cup tickets? 

      Covered in agenda point 2

   4. How and when is the Ticket Exchange opened?

      Covered in agenda point 2

   5. Can Claret Members list their tickets on the Ticket Exchange?

      Covered in agenda point 2

   6. Why can’t Season Ticket Holders relist as soon as the fixture dates and times confirmed?
      • The Club confirmed a strict selling order is followed for each fixture. The Ticket Exchange is only activated once this selling order has been completed and a fixture is close to selling out 

   7. How does the Club track frequency and usage of the Ticket Exchange and Ticket Forwarding? What happens to supporters if they do not list or forward their ticket? 

      Covered in agenda point 2. 

      • The Club confirmed use of the Ticket Exchange and Ticket Forwarding is tracked daily, and even hourly in the days leading up to a fixture.[3]
         
4. AOB: 
   1. Claret Members: availability and location of tickets 
      The Club shared detail of the Claret Membership benefits, including the right to purchase a discounted match ticket before tickets go on General Sale. The Club explained that tickets are released in sales tranches and per Premier League rules, a range of ticket prices must be available at each step of the sales process. The Club stated a wide choice of tickets are available to Claret Members across all price bands. The Club agreed to communicate this to supporters 
   2. Expansion to Stadium capacity 
   • The Club confirmed there are no plans to increase the Stadium capacity. 

Agreed Actions: 

• The Club to share all details of trial with Away Scheme Members and Supporter Representatives
• Supporter Representatives to share examples of where Season Tickets do not receive a discount relative to match-by-match pricing
• The Club to review Ticket Exchange messaging to provide detail of how much a supporter can expect to receive in Club Cash via a table ahead of each fixture
• The Club to continue to keep Club Cash policies under review
• The Club to look at tone and style of messaging when encouraging supporters to list their ticket on the Ticket Exchange
• The Club to highlight that there is a discount between Season Ticket renewals and match by match purchases in renewal communications
• The Club to continue to make proactive checks for Season Ticket abuse
• The Club to publish information on the website about Claret Member ticket availability
• The Club to continue to work towards reducing the number of single seats left unsold 

[1] It was agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this in the future as it is commercially sensitive. 

[2] It was agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this in the future as it is commercially sensitive. 

[3] It was agreed with the Club and Supporter Representatives that the specific examples used was kept confidential. There are no plans to share this in the future as it is commercially sensitive. 

On 2 April 2025, West Ham United held the third Fan Advisory Board (FAB) meeting of the season. Vice-Chair Baroness Brady attended this meeting to hear the views from Supporter Representatives. Ironworks Alliance, a fan group dedicated looking to improve atmosphere and experience at London Stadium joined for a specific agenda topic related to matchday experience. This was the last formal meeting of the 2024/25 season. 

Date: Wednesday 2 April 2025 6-8pm

Location: London Stadium / Virtual  

Fan Advisory Board representatives:  

1. Andy Payne (Hammers United and FAB Co-Chair)  
2. Austin Gigg (Junior Supporters Board) 
3. Cathy Bayford (Disabled Supporters Association) 
4. James Brown (Claret Members) 
5. Jo Bailey (Pride of Irons)  
6. Kevin Hind (West Ham United Supporters Trust)  
7. Martine Dodwell-Bennett (Bondholders Committee) 
8. Maurice Birnbaum (Away Scheme Members)  
9. Mike Field (Old School Hammers) 
10. Paul Christmas (West Ham Official Supporters Club) 
11. Deepak Kashyap (attending of behalf of Apu Vyas) (Inclusive Irons) 
12. Scotty Burkhart (Overseas Supporters Rep)  

 Club Representatives:  

1. Baroness Karren Brady CBE, Vice-Chair West Ham United  
2. Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team 
3. Philippa Cartwright, Projects & Operations Director, Head of Women's Football
4. Catherine Smith, Head of Supporter Services and Fan Engagement 
5. Ben Illingworth, Head of Operations

London Stadium Representatives: 

6. Peter Swordy, Director of Health, Safety and Compliance for London Stadium
7. Jason Eglash, Safety Officer, London Stadium 

Ironworks Alliance Representatives: 

8. Alex Kirby, Ironworks Alliance 
9. Chris Knight, Ironworks Alliance 

Apologies: 

• Tara Warren, Executive Director and Nominated Board Level Official 
• Peter Tyler (Co-Chair, West Ham Women’s Supporters Board) 

Agenda: 

1. Welcome, introduction and action log 
2. Update on Memorabilia Project and Club Archive 
3. Matchday Experience 
   1. Ironworks Alliance (IWA)
   2. Ingress and Egress
   3. Family Section 
   4. Wall in Block 113 
4. Status updates on fan initiatives 
   1. Pride of Irons ten-year anniversary review
   2. Junior Supporters Board 
   3. Unite for Access campaign review 
   4. Official Supporters Club event and Pre-Season Tour 
5. AOB 
   1. Ratification of sub-group approach 
   2. Update on email addresses 
   3. P1 travel 

1. Action Log: 

The Supporter Representative Co-Chair opened the meeting by thanking the Club officials and West Ham United on behalf of supporters for listening to concerns around Season Ticket prices the Club’s concessionary policy.  It was agreed the announcement was much welcomed by the fan base. 

2. Update on Memorabilia Project and Club Archive 
    

• The Club confirmed a professional archivist is working with the Club to provide feedback and best practice on how to protect and showcase all of the items in the Club’s archive
• Supporter Representatives asked if it would be possible to know what the Club has stored as this was agreed as part of prior formal constructs for supporter consultation. The Club confirmed it was their firm intention to find ways, physically or digitally, to showcase the items and share what is contained within the archive once all the detail has been collected. The Club shared they were in contact with other stakeholders who have an interest in West Ham United’s history 
• Both the Club and Supporter Representatives agreed it would be good to consider opportunities to show items to fans, the local community and our international fanbase and next steps would be to suggest ideas whilst considering security and insurance concerns
• The Supporter Representative for the Official Supporters Club shared that there was a hope they could find a permanent location close to London Stadium and that could be a space where items could be displayed. 
• Supporter Representative asked if there would be a policy to collect and catalogue new items on an on-going basis. It was confirmed this would be something the Club would be working with the archivist on
   

3. Matchday Experience 

 a. Ironworks Alliance (IWA)

• IWA, a fan-led volunteer group, joined the meeting to discuss specific agenda topics related to potentially improving the atmosphere and experience at London Stadium. They shared details of the fan-led displays for the 2024/25 season and their ambitions for the future which included having more fan-led displays and to increase noise and support in the London Stadium with a dedicated ‘singing’ section
• Supporter Representatives stated that whilst the atmosphere has been good at specific games over the years at the London Stadium, this was not consistent. It was also noted that this was a trend seen across the Premier League. The Club stated it was important for the Club to find ways to facilitate supporters who want to create atmosphere as it makes a difference to the squad hearing the supporters behind them
• Supporter Representatives and the Club suggested IWA should work with the FAB to see if there was an appetite for a singing section and their ideas in general. It was agreed this should be organic and not imposed upon supporters
• Supporter Representatives agreed they were supportive of the group's plans in principle, but stated it was important to take time to consult with the wider fan base to ensure that all views were considered and from there, specific initiatives can then proposed. It was stated that any potential risks of singing sections, such as creating rival factions within the fanbase should be avoided. There was discussion also around the risks of encouraging mass migration to one area of the stadium. The Club also highlighted unintended consequences around antisocial behaviour and safety considerations 
• The Club shared other examples of work delivered in this area including a pilot of a family friendly fan-zone and the introduction of ‘countdown to kick off’ played on the concourse featuring Ray Winstone. Supporter Representatives suggested other wording that could be used to encourage supporters to take to their seats 

b. Ingress and Egress at London Stadium 

• The Club confirmed audits took place at two recent fixtures to look at ingress and egress. The Club invited representatives from the FAB to join them at an upcoming fixture to gain a better understanding of the process, including a specific focus on accessibility 
• The Club shared examples from recent fixtures, noting on average that over 1/3 of supporters enter the Stadium in the 20 minutes before kick-off. The Club shared specific examples, for instance, at WHU v Brentford, only 23,000 supporters had entered London Stadium by 2.30pm. An independent security advisor noted the longest queue was 12 minutes for this fixture and the turnstile admits a supporter every 6-8 seconds. For WHU v Newcastle the match ended at 21.54 and the stop / go stewards were stood down at 22.30
• The Club confirmed live queue times were published on matchday X /Twitter and WhatsApp channels. Megaphones are deployed to communicate with supporters about queue times and fast routes in and out of London Stadium
• The Club also confirmed they had identified potential opportunities to speed up the departure of accessible shuttle buses and this would be discussed with the Disabled Supporters Board and any learnings brought back to the FAB
• Supporter Representatives asked about the purpose of ‘wanding’ supporters. London Stadium clarified these were metal wand detectors and they were effective in preventing weapons such as knives from entering London Stadium
• Supporter Representatives asked London Stadium to clarify the purpose of stop / go boards. London Stadium stated this is based on capacity on the train station platforms, using a similar principle that is used at Wembley in order to ‘pulse’ crowds forward. There are two sets of queues from Bridge 1 and Bridge 5 that meet at Westfield Avenue / Montfitchet Rd and the system gives each queue the opportunity to move forward fairly whilst preventing overcrowding on the station 
• The Club commented it was frustrating that Westfield did not allow supporters access on egress and Supporter Representatives discussed how they could work together to put forward suggestions to allow access via Westfield. Supporter Representatives suggested they could help, campaigning Westfield to allow supporters in post-match as it would reduce the pressure for supporters to get on trains and they could make use of the Westfield facilities. The Club agreed to raise this in the next SAG meeting
• Supporter Representatives asked why the new Jubilee line entrance at Stratford station Platform 13 wasn’t open on a matchday. London Stadium confirmed this was always designed as an entrance originally for Carpenter’s Estate when finished in its new form.  The current stance of the Stratford station management is that it should not be used for matchdays because of safety and overcrowding concerns but agreed to ask if could be opened pre-match until a certain time. 

c. Family Stand 

• Supporter Representatives asked if the Club would consider a dedicated family stand to sit like-minded supporters together. The Club stated that families currently have the choice to sit anywhere at London Stadium and that it was important to continue to welcome young supporters into the Stadium. They also noted that tickets in Bands 5 & 6 were notably cheaper for families.
• The Club highlighted that over the course of the last six seasons, noting there were no supporters attending matches in the 2020/21 Covid season, 63,000+ £1 tickets had been sold under the ‘Kids for a Quid’ scheme
• Supporter Representatives shared some of the potential benefits of having a family stand and it was agreed that, similar to the singing section, there would need to be research done on the appetite within the fanbase and any movement would need to be organic, without forced relocation
• As part of the conversation, Supporter Representatives asked to better understand why railed seating was in some parts of the Stadium and not others, including Block 222. London Stadium clarified that that rails were installed in the Upper Tier due to safety concerns for away fans and that there are no current plans to install further rail seating in the 2024/25 or 2025/26 season. Supporter Representatives asked why standing was allowed at concerts and other events but not allowed at football matches. London Stadium shared that this was due to government legislation and the type of licence issued to the Stadium.

d. Wall in Block 113 

• The Club and London Stadium provided context to the numerous incidents across multiple matchdays that led to the local authority and police raising serious concerns that resulted in the installation of the wall, including injuries to a seven-year-old girl and 83-year-old man due to missile throwing. The Club and London Stadium confirmed that since the wall has been installed there has been a significant decrease in injuries and anti-social behaviour in this area 
• Supporter Representatives asked if the wall could be reviewed, or if other alternatives such as Perspex or netting could be considered. The Club and London Stadium agreed to raise this as the next SAG meeting with the relevant stakeholders. London Stadium stated that other options had been considered at the time but were discounted due to feasibility or impact on safety and that the SAG felt this was the preferable option

4. Status updates on fan initiatives 

a. Pride of Irons ten-year anniversary 

The Pride of Irons Representative thanked both Supporter Representatives and the Club for their support of their ten-year anniversary celebrations which included educational sessions for staff and stewards at both the London Stadium and Chigwell Construction Stadium, a community event, the unveiling of a tem-year anniversary flag and a joint statement of Unity & Solidarity from the Fan Advisory Board

b. Junior Supporters Board (JSB)

• The JSB Representative stated he would like there to be a focus on growing the women’s game attendances at the next JSB meeting 
• Supporter Representatives asked if it would be possible for the women’s team to play at London Stadium at least once a season. The Club confirmed it was trying hard to make this happen, in a way that is financially sustainable for the women’s team operation and shared confidential financial details about the cost to play at London Stadium[1]. Supporter Representatives agreed to support the Club to facilitate this by working together on a joint letter to send to key stakeholders. 
• The Overseas Supporters Representative commented that watch parties had been held in the US for women’s matches and there was an appetite overseas for further engagement 
• A Supporter Representative commented on the positive atmosphere and experience at women’s games, noting enhancements made by the Club this season and encouraged all FAB members to attend an upcoming fixture 
• The JSB Representative also shared that the JSB had asked the Club to consider a junior supporter’s magazine, Hammers collectible cards and to add games to WHU app. The Club confirmed all of these ideas were under consideration   

c. Unite For Access  

• The DSA Representative thanked the Club for their support for the recent Unite for Access campaign which included a video showing the experience of disabled supporters on a matchday and other activity to raise awareness. The DSA Representatives shared that the Association had grown to 300 members 
• The Club added that Level Playing Field had commented on the strength of the support, and this was a good example of the Club and its supporters working together 

d. Official Supporters Club event and Pre-Season Tour 

• The Overseas Supporters Representative provided an update on events that have recently taken place in the US and confirmed they would be working with the Club on plans for the pre-season tour in the US
• The Overseas Supporter Representative also confirmed there would be an event taking place before WHU v Southampton, welcoming Official Supporters Clubs from the UK and overseas together and that Supporter Representatives would be invited to attend   

5. AOB 

a. Ratification of sub-group approach 

• Supporter Representatives agreed the approach and guiding principles to creating sub-groups. 

b. Email addresses for Supporter Representatives 

• The Club confirmed that Supporter Representatives that represented areas of Club-managed groups (Claret Members, Overseas Supporters, Away Scheme Members and Women’s Supporters Board) would be provided with email addresses for supporters to able to contact them directly. 

c. P1 Travel 

• Supporter Representatives asked the Club why P1 Travel were an authorised ticket reseller and if they increased the likelihood of away supporters being in home areas 
• The Club stated that P1 became the Club’s exclusive official Ticket and Hospitality Partner in 2021 and supports the Club’s international presence by giving West Ham United’s fans the opportunity to buy tickets, match breaks or hospitality at London Stadium. They are an important partner as they allow us to attract new supporters to the Club, growing our fanbase and we build our database of West Ham United supporters 
• The Club added they also run their own group bookings process and have welcomed groups of 50+ to London Stadium of fans including the Polish Hammers and Belgian Irons 
• The Club stated that P1 Travel state on their website that tickets are for fans supporting the home team and that if a supporter identifies an away supporter in a home area on a matchday they should report via the ‘Support’ text number or make the nearest steward aware 

d. Ticketing Consultation 

• Supporter Representatives stated they were not aware of the ‘early bird’ offer for supporters to obtain three priority points for early Season Ticket renewal, or the option for Season Ticket Holders to purchase additional tickets before this was shared with all supporters. The Club agreed it would have been beneficial for Supporter Representatives to have prior knowledge of this, and been provided the opportunity to share their views
• The Club confirmed that all information had been provided directly to supporters and that the Club was pleased to see the take-up of the offer. It was agreed these issues would be raised as part of the ticketing sub-group once established
• The Away Scheme Members representative asked for confirmation of the date for a meeting to co-design the evaluation of the Away Scheme pilot. The Club agreed to do this and added that the Away Scheme pilot was being positively received, and a survey would be shared to all Away Scheme Members following the pilot to get feedback ahead of the 2025/26 season

e. Football Governance Bill 

• Supporter Representatives asked if a response would be provided should they write a letter to Baroness Brady concerning the Football Governance Bill. Baroness Brady confirmed she would await further correspondence and respond accordingly
   

Agreed Actions: 

• The Club to finalise audit of all memorabilia and build action plan to review with Supporter Representatives on how items will be displayed (Due: next FAB meeting) 
• IWA to continue working with the Club and Supporter Representatives on Stadium atmosphere (Due: start of the 2025-26 season)
• Supporter Representatives to join the Club on an ingress and egress audit (Due: start of 2025/26 season) 
• Supporter Representatives to write to Westfield to ask them to allow supporters access on matchday egress (Due: start of 2025/26 season)
• The Club to continue to review family areas within the London Stadium (Due: start of 2025/26 season) 
• The Club to raise Supporter Representative feedback on the Wall in 113 at the next SAG meeting (Due: May) 
• Supporter Representatives to work with the Club to raise awareness of the desire to play a women’s game at London Stadium (Due: April) 
• The Club to continue to work with JSB representative on implementing ideas raised at meetings (Due: ahead of next JSB meeting) 
• The Club to publish details of the sub-group approach (Due: May) 
• The Club to set up email addresses for Supporter Representatives of Club-managed communities (Due: April) 
• Supporter Representatives to raise ticketing feedback in ticketing sub-group (Due: August) 
• The Club and Supporter Representatives to review the Ticket Exchange refunding actual cash, rather than Club Cash, for tickets resold via the ticket exchange system (Due: next FAB meeting) 
• The Club and Supporter Representatives to review the Ticket Exchange to see if it is possible to prioritise ticket sales to Claret Members and those on the Season Ticket waitlist before General Sale (Due: next FAB meeting) 
• The Club and Supporter Representatives to add safe standing to the agenda for the next FAB meeting (Due: next FAB meeting) 
• The Club to arrange meetings with the Away Scheme Members representative to discuss the design of the survey to be sent regarding the pilot scheme and the analysis of the results (Due: April and May)

[1] It was later agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this whilst negotiations to host a fixture are ongoing.