On 26 November 2024, Club Officials met with the Disabled Supporters Board for the first of two meetings scheduled to take place during the 2024/25 season. The agenda, consisting of items raised by the Disabled Supporters Association on behalf of its members, and the Club. 

Following the meeting the DSA Co-Chairs, and Club would like to acknowledge and thank Sanjay Chadha and Tracy Higgins who have stepped down from the DSB. Both were founder members of the Board. We will miss their positive contributions and valued input, which, in turn has helped the Disabled Supporters Association become the recognised fan group they are today.
 

Disabled Supporters Board Meeting 1: 26 November via Zoom

Club Attendees: 

• Tara Warren, Executive Director and NBLO
• Nicola Keye – Director of Ticketing and Executive Director of West Ham Women
• Cat Smith – Head of Supporter Services and Fan Engagement 
• Julie Pidgeon – Disability Access Officer 
• Kerry O’Shea – Fan Engagement Lead 
• Dan Francis - Senior Writer and Communications Lead

DSB Attendees: 

• Cathy Bayford, Co-Chair
• Trevor Bright, Co-Chair 
• David Puckett  
• Emma Fielding  
• Gary Freegard  
• Helena Foreman  
• James Datson
• Joe Seigel  
• Mick Hancock    
• Robbie Cahill  
• Sheryl MacRae  

Apologies: 

• Bradley Donavon 
• Keighley Miles 
• Kevin Wootton  
• Sanjay Chadha  

Agenda: 

1. Welcome and introduction
2. Accessible Parking and Shuttle Bus
3. The Club’s position on assistance dogs in the stadium
4. Stadium store and Portaloo 
5. Disabled Supporters Board awareness campaign, held in February / March
6. Away Ticket Allocation Process 
7. Using the Ticket Exchange as an Accessible Supporter 
8. Concession Tickets for accessible supporters for the 2025/26 season
9. AOB 

Key Points Discussed

Welcome and Introduction 

• The Club welcomed attendees, sharing some of the actions which have taken place since the last meeting, including: 
  • Retaining the Advanced level of the Premier League’s Equality, Diversity and Inclusion Standard, the highest level of award in this area
  • Continuing to be the only Club with an excess of 45 Disabled Supporters Assistants (DSAs) and 18 Shuttle Buses available every matchday 
  • Developing the digital offering, investing in an Accessibility toolbar for Hammers Help which includes: text to speech functionality, dyslexia software, an interactive dictionary, magnifying tool and translation software 
  • Improvements to accessible parking at the ‘Gold-Top’ levelling of ground, introducing more dropped kerbs and plant borders to create a nicer environment 
  • Increasing the offering for those with sensory requirements, providing sensory packs in addition the sensory room 
  • Overhauling the audio-commentary system, purchasing new equipment and working with the Disabled Supporters Board to identify the most suitable system.
• The Club shared it would be calling each supporter with access requirements in relation to supporting documentation and supporters were encouraged to find a suitable time to speak to the Club to ensure all supporting documentation was up to date, and expiry dates (if relevant) were provided 

Accessible Parking and Shuttle Bus

• A DSB Representative commented that supporters were not asked to show their shuttle bus pass. The Club agreed to audit use of the shuttle bus over the next three games. Whilst recognising a shared desire to keep queue times short, the Club also agreed to consider the possibility of using PDA readers to check shuttle bus passes 
• Supporter Representatives reiterated the request for an additional drop off/pick up point for the Shuttle Bus as some fans with mobility issues find the walk from the store to the opposite side of the stadium challenging. The Club clarified that the health & safety issues stop this from being a possibility at present. Those affected can ask the Accessibility Team for an additional turnstile entrance to be added to their means of matchday access to potentially cut down some of the distance.
• The Club confirmed that as a designated green stadium, London Stadium has provision for 60 accessible parking spaces – which is 21% of all parking at the Ground, higher than the Government guidelines of a requirement of just 6%. All home supporter car parking spaces are allocated seasonally, and only available to Season Ticket holders with a waiting list in operation. The blue badge parking area is allocated within the Gold Top parking facility to the right of Bridge 3. The Club confirmed any supporters without access needs are required to park at the far end of the designated parking area.
• Supporter Representatives commented that it would be helpful to provide clarification to supporters about their position on the waitlist. The Club confirmed twice-seasonal updates could be provided directly to supporters on the waitlist 
• The Club asked Supporter Representatives to encourage supporters who are not planning to use their parking space to contact the Club so this can be re-allocated. The Club confirmed that supporters who do not adhere to the Terms and Conditions may lose their parking place.
• The Club confirmed that upcoming traffic management works would be taking place around the London Stadium and encouraged all supporters to check pre-match communications to find out the latest information 
• Supporter Representatives asked the Club to work with local authorities to provide a map of where accessible parking is available close to the Stadium 

Service Dogs in the Stadium 

• The Club confirmed service / assistance dogs are welcome in the London Stadium. Supporters are encouraged to contact the Club on a case-by-case basis for additional information

Stadium Store and Portaloo 

• The Club confirmed it would at ways to communicate that accessible toilet in the Stadium Store was used only by supporters who require it, including additional signage, and asking stewards to make sure the door is closed and only opened with a radar key 
• Supporter Representatives asked the Club to consider if more ‘family toilets’ could be made available around the London Stadium to prevent young families using accessible toilets, without the loss of any accessible toilets.
• The Club confirmed it intended to recognise Level Playing Field’s Unite for Access campaign, March 1-16. DSB Representatives confirmed they would like to raise awareness of the Disabled Supporters Association (DSA), including full recognition on the matchday, the use of a committed ambassador and inclusion across communication channels such as the programme and Club website 
• In addition to the Unite for Access campaign, the Club agreed to work on a wider communications plan to raise awareness of the DSA. Supporter Representatives commented on the desire for the DSA to be acknowledged or if possible, to be involved in all campaigns where the Club recognise disability and accessibility issues, particular interest would be in relation to raising awareness of mental health and how supporters can look after their own wellbeing 

Unite for Access 

Away Ticket Allocation Process for Disabled Supporters

• The Club confirmed that disabled supporters, once they reach the priority point threshold can contact the Accessibility Team to purchase away tickets. Supporter Representatives asked the Club to consider an online option, and the Club confirmed they are looking at implementing this 
• Supporter Representatives suggested this process could be explained in the welcome letter at the beginning of the season and the Club confirmed this would be included

 
Using the Ticket Exchange as an Accessible Supporter 

• Supporter Representatives raised a desire to be able to use the Ticket Exchange for ambulant and non-ambulant seating. The Club confirms trials will be run this season and requested the support of the DSB representatives in testing and publicising the process.

Concession Tickets for Accessible supporters for the 2025/26 season

• The Club provided an update on the current concessionary policy for accessible supporters, clarifying that all supporters with accessible needs can claim a concessionary discount in both the lower and upper bowl for all fixtures for the 2024/25 season 
• Supporter Representatives asked the Club to consider a policy for the future that was fair and easy for supporters to understand. They also highlighted the additional expenses that supporters with disabilities face when attending matches
• The Club confirmed its intention to work with the Club’s Fan Advisory Board, which includes a DSB representative on a new policy, and clarified its commitment to providing affordable tickets to supporters with access requirements
• Supporter Representatives agreed to work with the Club on how to promote the DSA at women’s matches and to look at how more accessibility services can be offered at women’s games. 
• The Club confirmed it would be hosting Level Playing Field’s regional forum at London Stadium on 28 November 
• The Club to monitor usage of the Accessible Shuttle Bus, considering use of PDA machines to check tickets (Due: mid-January 2025) 
• The Club to provide twice-seasonal updated to the Accessible Parking waiting list (Due: February 2025)
• Supporter Representatives to remind supporters to inform the Club if they are not planning to use their accessible parking space (Due: January 2025)
• The Club to work with local authorities on map of accessible parking spaces (Due: Februrary 2025) 
• The Club to monitor usage of the accessible toilet within the Stadium Store (Due: mid-January 2025) 
• The Club to work with DSB representatives to develop a plan to prominently feature the DSA during the "Unite for Access" campaign, including identifying a suitable ambassador (Due: February 2025) 
• The Club to look to include updates about the DSA across wider Club communications (Due: January 2025)
• The Club to publish additional information about how supporters with disabilities can purchase away tickets and use the Ticket Exchange (Due: January 2025)
• The Club to audit the experience at women’s matchdays for accessible supporters (Due: March 2025)
   

AOB

• Supporter Representatives agreed to work with the Club on how to promote the DSA at women’s matches and to look at how more accessibility services can be offered at women’s games. 
• The Club confirmed it would be hosting Level Playing Field’s regional forum at London Stadium on 28 November 
   

Agreed Actions

• The Club to monitor usage of the Accessible Shuttle Bus, considering use of PDA machines to check tickets (Due: mid-January 2025) 
• The Club to provide twice-seasonal updated to the Accessible Parking waiting list (Due: February 2025)
• Supporter Representatives to remind supporters to inform the Club if they are not planning to use their accessible parking space (Due: January 2025)
• The Club to work with local authorities on map of accessible parking spaces (Due: Februrary 2025) 
• The Club to monitor usage of the accessible toilet within the Stadium Store (Due: mid-January 2025) 
• The Club to work with DSB representatives to develop a plan to prominently feature the DSA during the "Unite for Access" campaign, including identifying a suitable ambassador (Due: February 2025) 
• The Club to look to include updates about the DSA across wider Club communications (Due: January 2025)
• The Club to publish additional information about how supporters with disabilities can purchase away tickets and use the Ticket Exchange (Due: January 2025)
• The Club to audit the experience at women’s matchdays for accessible supporters (Due: March 2025)

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

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

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

Club Attendees:  

• Tara Warren, Executive Director and NBLO 
• Nicola Keye – Director of Ticketing and Executive Director of West Ham Women 
• Cat Smith – Head of Supporter Services and Fan Engagement  
• Julie Lamacq – Disability Liaison Officer 
• Jesse Foyle - Director of Programmes, Foundation
• Matt Jarvis – Club Legend 

DSB Attendees:  

• Cathy Bayford 
• Trevor Bright 
• Mick Hancock 
• Sheryl MacRae
• Nick Pace 
• Joe Seigel 
• James Datsun 
• Bradley Donovan 
• Robbie Carhill 
• David Puckett 
• Kevin Wotton
• Emma Fielding 
• Keighley Miles 

Apologies:  

• Julie Pidgeon – Disability Access Officer  
• Gary Crump 

Guest for Agenda Item 2: 

• Colin Wells

Agenda:  

1. Welcome and Action Log (5 mins)
2. Colin Wells – Neurological Football and the Foundation (20 mins) 
3. Introduction from DSA Ambassador (30 mins) 
4. Accessible Shuttle Bus (10 mins)
5. Game Day Vision (5 mins) 
6. Minimum Attendance for 2025/26 season (10 mins) 
7. How can Club facilitate families sitting together where one supporter has an accessible need? E.g. mum, dad and two children (5 mins) 
8. Premier League Fan Focus Meeting – Trevor Bright (10 mins) 
9. AOB  (10 mins) 
   1. Review of 12 months of Fan Advisory Board 
   2. Away Scheme Pilot and upcoming survey 
   3. Trainline Away Travel 
       

Key Points Discussed: 

Welcome and Action Log: 

2. Colin Wells – Neurological Football and the Foundation 

• Colin joined the meeting to share his experiences as part of Arsenal in the Community’s Walking Football Programme for people with Parkinson’s disease. As a West Ham fan, Colin asked the Club to consider running this type of programme through the West Ham Foundation and highlighted the positive physical and wellbeing benefits the programme has brought to him 
• The representative from the Foundation shared information about the current programmes on offer through the Foundation, focused on key areas: education, employability, football development, health, youth and community. 
• The Club also shared information about the £4m+ investment into the redeveloped community hub in Beckton. The development will double the weekly footfall into the hub to 3,000 people 
• It was agreed that a meeting would be set up specifically between the DSB Representatives and Foundation to look at exploring disability programmes in more detail. It was agreed Colin Wells would also attend this meeting and continue to liaise with the DSB Representative leading on the Walking Football initiative.
   

3. Unite For Access 

• The Club thanked Supporter Representatives for their commitment and ideas which led to the successful delivery of the Unite for Access campaign. Supporter Representatives also highlighted the work of Lee Woodcock, Fan Engagement Manager, in delivering activity across four matchdays alongside web and social content 
• Supporter Representatives confirmed they were delighted with results, which included a 17.5% increase in membership to the Disabled Supporters Association (DSA), and positive feedback from Level Playing Field. It was agreed the campaign amplified the voices of disabled supporters and the increased membership gives a greater impetus when feeding back to the Fan Advisory Board on accessibility issues.
• Matt Jarvis, Club Legend and recently appointed DSA ambassador explained what had learnt over his interactions with disabled supporters, including the barriers and challenges they face in attending football, and the strong range of services offered by the Club 
• It was agreed the Club would support the DSA finding a fan who may be interested in running the social media accounts of the DSA 
• Supporter Representatives shared some of their ideas and feedback for next season’s Unite for Access and the Club agreed planning sessions would be set up in the same way 
   

4. Accessible Shuttle Bus 

• The Club confirmed it will continue to offer 18 free shuttle buses per matchday, alongside accessible parking and drop-off points. 
• The Club and Supporter Representatives discussed suggestions put forward by another supporter: 
  • Queue ticketing system: the Club and Supporter Representatives confirmed this had been previously trialled and was not successful, but understood it was important for service users to understand waiting times. The Club agreed to continue to work with matchday DLO’s to better communicate expected wait times
  • Seating at Platform 13: Supporter Representatives confirmed they met with TFL two seasons ago who advised portable seating would not be possible in this location for health and safety reasons. TfL did confirm there was concrete benches available. A Supporter Representative having visited the platform, queried if this was enough seating. It was agreed the Club would raise this at an upcoming SAG meeting to see if the position had changed 
  • Early disembarkation from the accessible shuttle bus: The Club confirmed that the bus would only alight at the dedicated bus stops due to health and safety reasons, much the same as any bus. Supporter Representatives supported this, emphasising the need for appropriate drop-off points which were safe for supporters and had dropped kerbs for wheelchair users 
  • The request for an additional stop at the Stadium, in particular at the other side of the ground to the current stop at the Stadium Store remains a repeated question to the DSA. Once again, the Club clarified there is no suitable area to offer this opportunity, both for Health & Safety requirements and that could offer appropriate shelter to those waiting for, or alighting from the bus. The Club are able to add an additional entrance gate to a disabled ticket to potentially reduce the amount of walking to get to a stadium seat and anyone who felt this would be of benefit should contact the Accessibility Team.
  • Both the Club and Supporter Representatives agreed that service users were contacted regularly prior to and through the matchday DLOs and Accessibility team and that this should continue
     

5. Game Day Vision 

• The Club shared information about Game Day Vision’s buddy system for partially sighted and blind fans and asked Supporter Representatives if they would be in favour of trialling the scheme next season 
• The free service matches DBS-checked volunteers with supporters to attend fixtures. It was agreed this should be trialled and a meeting would be set up with Game Day Vision and the DSA, alongside a clear process for ticket purchasing. 
   

6. Minimum Attendance for 2025/26 Season Tickets 

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

7. Accessible Family Seating

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

8. Premier League Disabled Fan Focus Group Meeting

• Trevor Bright provided an update the Premier League fan focused meeting 
• Improved provision and number of tickets available for disabled and additional wheelchair spaces across European Clubs
• Supporter Representatives asked to see the results from the Premier League’s Matchday Fan Experience Survey, and if it was possible to see specific feedback from disabled supporters. The Club confirmed they would check with the Premier League 
• It was also confirmed that the Premier League would issue specific guidance related to digital ticketing and Season Ticket stadium access cards, which included acknowledgement that there would be continued need to be exceptions in some cases, particularly for supporters with disabilities & special needs to continue to offer the alternative to digital tickets.
   

9. AOB

• Fan Advisory Board Review: The Club confirmed that all Fan Advisory Board meetings for this season had been undertaken and noted the positive input from the DSB Representative in all meetings. The Club confirmed a Fan Engagement Report would be published at the end of the season sharing what has been achieved 
• Away Scheme Pilot Survey: The Club confirmed that a survey has been sent to all Away Scheme members, with input from the Away Scheme Member Representative asking for their feedback on the pilot
• Trainline Travel Discount: The Club asked if any disabled supporters who used the Trainline discount to travel to selected away fixtures would contact the Accessibility Team to give their feedback 
   

Actions: 

• The Club to produce list of accessible car parks around London Stadium
• The Club to continue to monitor usage of the accessible toilet within the Stadium Store
• The Club and Foundation to set up a meeting with DSA Reps re disability programmes
• The Club to raise seating at platform 13 at the next SAG meeting
• The Club to offer Game Day Vision as a service