Founders feedback update


Two games into life at London Stadium and West Ham United continue to receive hundreds of emails from supporters each day sharing their feedback of the Hammers’ new home. It is a vital way to communicate with the Club’s loyal supporters and we promise we read each and every one. They help to shape the action taken to improve your experiences at the Stadium, so please keep emailing us your thoughts, good and bad!

Happily, supporters have informed us that the return journey to Stratford Station following the Betway Cup was a significant improvement on Thursday night. On a similar note, fans remarked that they were pleased to see concessions remaining open after the final whistle, so that they could enjoy refreshments on the concourse while waiting for the crowds to disperse. We will ensure the caterers continue to do this.

On the flip side, supporters have commented on the length of queues and the time it is taking to be served at half time. The Club met with the Stadium’s caterers Delaware North on Wednesday and asked them to address this issue as a matter of urgency and to continue to optimise the offers and availability based on the learnings of these first two fixtures. They have given us their assurances that they will do this.

Additionally, lots of you have asked whether some sort of shelving could be installed on the concourse, to make it easier to juggle food and drink. The Club have spoken to the Stadium operators LS185 and will report back on when this will be installed.

With regard to transport, many supporters have written to inform us of some  failures in the service on Abellio Greater Anglia services. While this is obviously beyond the Club’s jurisdiction, our Vice-Chairman Karren Brady has written to the UK Managing Director of Abellio Greater Anglia to share your  feedback. We know they want to provide  a good service so we are very hopeful that they will make some significant improvements and we will of course keep you informed as to the response we get. 

Inside the Stadium, supporters continue to raise the topic of standing during the game. We are pleased to note that some Season Ticket Holders in the East Stand confirmed that the situation had improved since Thursday’s Europa League opener, but it remains an issue elsewhere in the ground, particularly where the views of disabled supporters are being impeded. 

We implore supporters to be respectful and considerate of their fellow Hammers and fans should note that Stadium stewards are acting on the Club’s authority. The Vice-Chairman has since written to supporters on this very subject. 

It has also been brought to the Club’s attention that supporters are taking alcoholic drinks into the Stadium bowl. While we appreciate that supporters will have enjoyed doing so during the Olympic Games and at more recent athletics meets, we must remind supporters that the legislation in the Sporting Events (Control of Alcohol etc.) Act 1985 dictates that supporters cannot consume alcohol in view of the pitch and it is against the law to do so. 

Finally, supporters should rest assured that the current covering between the pitch and stands is merely a temporary measure and will be replaced, in its entirety, with Astroturf ahead of the Premier League curtain-raiser against Bournemouth. Likewise, the installation of bold West Ham branding has begun to be installed at the back of the relocatable seating in the West Stand and is expected to be in situ for Sunday 21 August, while the world-class Stadium wrap will also be complete. 

Thank you for all of your emails to [email protected] and do keep them coming. Together, we will continue to improve the matchday experience at London Stadium.