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)