Disabled Supporters Board Meeting Two Minutes - 20 May 2026

On 20 May 2026, the Club met with the Disabled Supporters’ Association (DSA) for the second of two scheduled meetings to take place during the 2025/26 season. The meeting took place between 6pm and 8pm in the Stadium Store at London Stadium.

Club Attendees:

  • Karim Virani – Interim Chief Executive Officer

  • Kerry O’Shea – Head of Supporter Services and Fan Engagement

  • Julie Pidgeon – Senior Ticketing Disability Officer

  • Shelley Warren – Disability Access Officer and Supporter Services Manager

  • Lee Woodcock – Fan Engagement Manager

  • Ryan Joy - Deputy Ticketing Manager

  • Julie Lamacq - Ticket Office Representative

  • Tyler Leavens – Supporter Services Executive

DSB Attendees:

  • Cathy Bayford

  • Trevor Bright

  • Sheryl MacRae

  • Joe Seigel

  • Mick Hancock

  • David Puckett

  • Bradley Donavon

  • Nick Pace

  • Gary Wenlock

  • Keighley Miles

Guests

  • James Datson - Matchday Audio Descriptive Commentator

  • Matt Jarvis - West Ham United Disabled Supporters’ Association Ambassador

Apologies:

  • Kevin Wotton

  • Jonad Dhrami

  • Robbie Carhill

  • Tom Bolger

  • Don Lennon

  • Emma Fielding

Agenda

  1. Welcome and intro

  2. Introduction to the Club’s new CEO

  3. Ticketing

    1. Digital ticketing

    2. Helpline support

  4. Previous agenda items

  5. Recent successes

    1. James Datson’s 25 Year Anniversary

    2. Parkinsons football

    3. BSL video

    4. Unite for Access

    5. PL Disabled Fan Focus Group

    6. DSA website refresh

  6. Future campaigns and publicity

    1. 10th anniversary planning inc. non-visible disabilities

    2. Fundraising and website

  7. AOB (20 mins)

Welcome and intro

  • The meeting opened with a welcome from the new interim CEO Karim Virani (KV), who introduced himself to the group and thanked the DSA representatives for their support and commitment throughout the season. He said it was an honour and privilege to join the Club and reiterated the importance of everyone working together as one Club.

  • DSA representatives welcomed KV and reaffirmed their commitment to working with the Club to strengthen inclusion for supporters with accessibility requirements. The focus remains on promoting a positive attitude towards supporters with accessibility requirements and continuing to improve the matchday experience for disabled supporters.

  • The DSA Co-Chairs, on behalf of the full DSA, thanked Baroness Brady for her continued support of the DSA during her time at West Ham United. They particularly recognised her commitment to accessibility, including working towards a British Sign Language (BSL) qualification and supporting club initiatives to improve the matchday experience for disabled supporters and others with accessibility needs.

  • KV acknowledged the strong foundations already in place and said he was committed to continuing that support moving forward.

Ticketing

  • The Club provided an update on the recent digital ticketing update for accessible supporters and showed an on-screen demonstration of the new process. The Club confirmed it would continue to work with the DSA to gather feedback and refine the process further.

  • DSA representatives raised questions regarding away ticket windows and accessibility allocations. The Club confirmed that accessible tickets will continue to become available in line with the appropriate points windows and that seats will remain reserved for accessible supporters to provide greater flexibility and choice.

  • The Club confirmed that digital ticketing is intended to complement existing services rather than replace them, and that phone line support will remain in place. It also confirmed that the Stadium Access Cards would remain in place for those who struggle with relevant technology in line with the EFL & PL guidelines, and outlined how supporters who have an existing card would be able to select to have one again at the point of purchase, and supporters requiring a card for the first time could get in touch with the Accessibility team to arrange this.

  • DSA representatives suggested that further promotion of the DSA and accessibility support on the Club website could help encourage additional membership and awareness. The Club agreed to explore additional communications opportunities.

  • DSA representatives also suggested the creation of a BSL version of the digital ticketing guide, available on the Club website. The Club agreed to action this.

Previous agenda items

Agenda point

Update

The Club to audit the experience at women’s matchdays for accessible supporters

Complete: Two Level Playing Field audits took place at Victoria Road on 28 January 2026 and 20 May 2026. This will help shape the Victoria Road Access Statement for next season.

The Club to share a reminder for supporters about the purpose of accessibility lanes on website and social media

Complete: An article was shared on the Club website and social media channels.

The Club to reintroduce post-match stadium access routes for relevant supporters

Complete: The revised routes were successfully trialled at the Liverpool fixture earlier in the season.

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

Ongoing: The Club continues to complete regular accessible toilet audits to ensure facilities remain operational and directs supporters towards alternative external facilities where appropriate. The Club said that it would also be reviewing signage in this area.

The Club to run additional comms on the new BSL provision

Complete: The Club and DSA worked to create a BSL version of the Club’s ‘Bubbles’ anthem, with a video played on the big screens at the Arsenal fixture on Sunday 10 May 2026. The video featured supporters from the Deaf community, DSA representatives and men’s first team players.

The Club to investigate feasibility of setting up a Deaf football team

Ongoing: Positive discussions had been had with the Foundation for potential support for a Deaf football team. The Club confirmed that the next steps would be to establish a working group over the summer to explore suitable models and opportunities.

London Stadium to work with Delaware North to see if lowered or wider counters can be introduced

Ongoing: No further update at present, this remains an ongoing item for discussion during the summer period.

The Club to consider alternative ways to utilise stadium parking spaces, such as through digital or space-sharing mechanisms

Ongoing: The Club confirmed that this would be reviewed again over the summer as a priority.

The Club and London Stadium to speak with Westfield about cut-through routes for supporters with accessible requirements

Ongoing: The Club confirmed that attempts had been made to engage with Westfield regarding accessible routes, and that this would be continued through the summer. DSA Representatives asked the Club to also consider introducing accessible routes back to Westfield itself which the Club noted.

Recent successes

  • The Club and DSA recognised James Datson for 25 years of dedicated service supporting blind and visually impaired supporters at West Ham United. The DSA thanked the Club for marking this milestone and highlighted James’s positive impact on the supporter experience over many years.

  • DSA representatives shared positive feedback on the continued growth of the Parkinson’s football sessions, with around 16 participants now attending regularly at The Foundry. Representatives discussed exploring referral opportunities with Newham Hospital, similar to schemes already running at other clubs. The Club agreed to make an introduction to Newham Hospital to support.

  • Another recent success was a video featuring Deaf supporters, DSA representatives and men’s first team players working to bring the Club’s ‘Bubbles’ anthem to life in British Sign Language. The video was played on the big screens at the Arsenal fixture on Sunday 10 May 2026 and was featured in eight external publications. DSA representatives proposed further opportunities to build on this work, including introducing player sign names, greater use of BSL in stadium announcements, and further integration of signed content into matchday video output. The Club agreed to look into this.

  • DSA representatives shared an update regarding the development of a new website, supported by a volunteer with relevant expertise.

Unite for Access

  • The Club and DSA representatives highlighted the success of the Unite for Access 2026 campaign in partnership with Level Playing Field, which focused on supporters who became disabled later in life and their experiences returning to matchdays. The Club shared the stats from the campaign, which had a total reach of over 32m. DSA Representatives noted the increase in visibility during the campaign period, with membership rising by 6.5% and increased engagement across social media channels.

Premier League Disabled Fan Focus Group

  • DSA Representatives provided an update following the recent Premier League Disabled Fan Focus Group meeting, which focused on national accessibility developments and updates across the game. Key points included the development of a National Alliance of Disabled Supporters’ Associations covering clubs across England, Scotland and Wales, with representation from all clubs planned to ensure a consistent and inclusive voice across the game.

  • The DSA also noted wider industry work led by Level Playing Field in supporting DSAs and positive feedback shared at the meeting about West Ham United as an example of good practice, highlighting the Club’s collaborative work with the DSA and use of campaign content as a model being shared across other clubs.

Future campaigns and publicity

  • DSA Representatives shared initial ideas for the DSA’s upcoming 10-year anniversary, including opportunities to improve engagement with away disabled supporters and wider awareness around non-visible disabilities. The possibility of inviting other DSAs to future events and celebrations was also discussed. The Club suggested that the group link in with other West Ham United supporter groups such as Pride of Irons, who also recently celebrated their 10-year anniversary.

  • The Club and DSA also discussed the Level Playing Field Unite for Access campaign for the 26/26 season and agreed to work together on this again.

Fundraising and website

  • DSA Representatives discussed potential future fundraising opportunities, including badges, merchandise and commemorative items for sale. The Club suggested a follow-up meeting to better understand this.

AOB

  • The Club confirmed that it continues to monitor Lift 4 access and reiterated that supporters should have priority access to lifts over staff. DSA Representatives shared further issues with chairs taking up space in the lifts which the Club agreed to raise further with London Stadium.

  • The Club stated that it was discussing potential wheelchair charging facilities with London Stadium colleagues to better support fans on matchday.

  • The Club shared that it has created a matchday map highlighting facilities around the Stadium and that it could share this with the DSA.

  • The Club shared that it had introduced more signage for the shuttle bus services and had added What3Words locations to the information guides and pages.

  • The Club confirmed that it has been auditing the shuttle bus usage and that it will continue to do so in the new season to ensure the service is used appropriately and efficiently.

  • DSA Representatives discussed opportunities to align future awareness campaigns with key national awareness dates, including Deaf Awareness Week.

  • The DSA praised the continued support provided by matchday accessibility staff throughout the season, highlighting work that had gone on behind the scenes with the Club outside of formal meetings that had already been reviewed and resolved and asked that the matchday accessibility team were made aware of gratitude from all disabled supporters at the London Stadium, including the cover across the Away supporter stadium section, as we often receive feedback from home & away supporters.

  • The Club confirmed that supporters requiring medical equipment or medication should continue to request supporting documentation through the Accessibility team to assist with stadium entry processes on a matchday.

  • The meeting concluded with thanks from both the Club and DSA representatives for everyone’s continued support and collaboration throughout the season.

Agreed Actions

  • The Club to explore additional communications to promote the DSA and accessibility support on ticketing pages on the Club website.

  • The Club to explore a BSL version of the digital ticketing guide for Deaf supporters.

  • The Club to review accessible parking options, including a digital allocation and space-sharing scheme during the close season.

  • The Club to speak with Newham Hospital about referral opportunities for Parkinson’s football sessions.

  • The Club to raise lift access concerns with London Stadium.

  • The Club to continue to audit the shuttle bus usage in the new season.