Date: Wednesday 26 June 2024

Time: 18:00 – 20:00

Location: Microsoft Teams
 

Attendees

Club Staff

Tara Warren, Executive Director (CCO & CMO, CDAO) (TW)

Nicola Keye, Director of Ticketing & Executive and Director of West Ham Women (NK)

Phillippa Cartwright, Projects & Operations Director and Head of Women's Football (PC)

Catherine Smith, Head of Supporter Services and Fan Engagement (CS)

Samantha David, Women’s Ticketing & Group Bookings Manager (SD)

Lee Woodcock, Fan Engagement Manager (LW)
 

Women's team Supporters' Board

Jo Bailey, Women's team Supporters' Board Chair - LGBTQ+ Representative (JB)

Peter Tyler, Women's team Supporters' Board Co-Chair – Local Representative (PT)

Stephen Baker, Families Representative (SB)

Sue Adams, Over 66s Representative (SA)

Zahra Haleem, Young Adults (18-25) Representative (ZH)

Allie Heppell, Away Representative (AH)

Hannah Newson, Match-By-Match Representative (HN)
 

Apologies

Trevor Bright, Accessibility representative (TB)

Agenda

1. Introductions
2. What is WHU vision/purpose of the WSB?
3. The WSB proposes a dedicated area for 1-3 players for signings
4. Playing Matches at the London Stadium
5. Address the lack of diversity in social media campaigns. What is the club's vision moving forward?
6. Help to grow supporter groups WHUWSC to build a community for the women's game
7. Ensure consistency throughout the season and assign a designated officer for the women’s game. It will also be someone Jo Bailey can highlight for the FSA women’s network
8. AOB: Fan Advisory Board
9. Actions

Introductions

On Wednesday 26 June, the Club were delighted to meet with the West Ham United Women’s Official Supporters’ Board (WSB). 
 

What is WHU vision/purpose of the WSB?

Jo Bailey (JB) asked the Club to explain what is hoped the WSB would achieve.  

Tara Warren (TW) explained that West Ham United women’s team had a 30% growth in match-by-match attendances last season at Chigwell Construction Stadium, and there was a desire to continue to welcome more supporters in the season ahead. 

TW explains that this season there is a big focus on the Fan Engagement Standard (FES), which is a framework designed by the Premier League to reinforce clubs’ commitment to ensuring long-term meaningful engagement with supporters of all Clubs across the league. Cat Smith (CS) shared that there will be WSB space on the Fan Advisory Board (FAB). The Club would like to ensure, alongside the FAB, there is a dedicated space to discuss the issues directly relevant to the women’s game, so we can delivering actionable feedback and bring benefit to all our supporters.

Nicola Keye indicates that the Club are taking learnings from the men’s matches at London Stadium to replicate and test what works well and what doesn’t, whilst remaining financially sustainable and investing in the playing squad. TW reaffirmed that the Club are looking at how we can continue to improve the experience for women’s supporters. 

TW introduces Phillipa Cartwright (PC) to the group as the new Head of Women’s Football at West Ham United. 
 

The WSB proposes a dedicated area for 1-3 players for signings

Allie Heppell (AH), explained concerns with the volume of supporters wanting photos and autographs post-match and suggested an area outside of the stadium, where pre-selected players attend a dedicated area outside the stadium for meet and greet opportunities. This would alleviate any rush or overcrowding at the end of the match and will allow supporters, who do not want signatures, to leave safely. Safety concerns were echoed by Sue Adams (SA). 

PC confirms that the Club will consider this and revert to the WSB before the start of the season. With attendances rising, expectations need to be managed that not everyone will be able to get an autograph or photograph. The WSB acknowledged that the current signing sessions pre-match have been well received.  

SA also suggested that the Ted Hardy Suite should be West Ham United branded, to make the space look like a West Ham Venue. TW thanks SA for her feedback and wants to work in collaboration with the WSB regarding increasing the venue branding and making it more like home.

Hannah Newson (HN) refers to Agenda item 5, the comments can be found under the subsection below titled: ‘Address the lack of diversity in social media campaigns. What is the club’s vision moving forward?’.

NK recommended considering giveaways of collectible items which was endorsed by HN. CS said options would be considered for the 2024-25 season.  
 

Playing Matches at the London Stadium

TW acknowledged the desire of both supporters and the Club to play matches in the London Stadium. She reiterated the Board remain committed to exploring how to do this.

NK confirms that selling out the Chigwell Construction Stadium is still a priority, with a target of 6,000 average attendance. This will help to enhance the matchday experience and atmosphere. 

JB explained how important it would be to play matches in the London Stadium. This was agreed by all on the call. 
 

Address the lack of diversity in social media campaigns. What is the club’s vision moving forward?

Discussed previously in subsection above titled: ‘The WSB proposes a dedicated area for 1-3 players for signings. 

HN shared that she would like to see more photos on social media which capture the diversity of the women’s fanbase and that a dedicated space for autographs would make this easier to do. TW highlighted that ED&I is core to West Ham United and that that this feedback would be shared for the start of the new season. 
 

Help to grow supporter groups WHUWSC to build a community for the women’s game

CS opens agenda item 6, growing our West Ham Women’s fanbase is really important for the Club. Hiring a Fan Engagement Officer, specifically for the women’s team, is an important first step. They will play a crucial role in growing West Ham Women’s local community, schools and sister club and delivering activations on match days to help drive ticket sales and grow attendances. In addition, the introduction of a Fan Engagement Lead across the Club will ensure we have a strategy to support all our supporters’ clubs in their ambitions to grow.

We will also shortly be launching our Official Supporters’ Club portal. There is the option for the Women’s Supporters Club to be featured on this to help grow their membership. 

AH raised issues regarding the purchasing of away tickets and would like the option to purchase through the West Ham United ticketing site. NK said this would be actioned before the start of the season for all clubs with dedicated away sections. 

AH also mentioned the Club supporting with away travel. NK stated that this could be considered dependent on demand, as 53 supporters are needed to fill a coach and we would have to make sure this is cost-neutral to ensure continued investment in the playing squad. AH was asked to see what the demand would be for away travel. 
 

Ensure consistency throughout the season and assign a designated officer for the women’s game. It will also be someone Jo Bailey can highlight for the FSA women’s network

CS confirms the Supporter Services Team will have a pool of two full-time members who will rotate match-by-match responsible in liaising with the supporters’ groups, WSB and management of the SLO Team. The two full-time team members will catch up each week to ensure that all actions are taken up and managed appropriately. CS will introduce all SLOs working each matchday to the WSB at the start of the season. 

Zahra Haleem (ZH), highlighted the need for consistency in matchday experience and would like to ensure first time certificates and Junior Hammer Passport Stickers are available for all games. CS confirms that that the club is committed to providing a matchday collectable for the 2024/25 seasons, such as the Junior Hammer Passport collectable for the 2023/24 season.

SA raises that some food outlets have been closed on matchday. PC confirms the Club will speak to Dagenham & Redbridge. 

JB shares her excitement at PC joining and confirms the WSB will ensure all feedback continues to be sent to the Club through the Supporter Services team. 

HN raises that the women’s toilets there are no sanitary disposal boxes and instead there are open buckets on the floor. PC will introduce sanitary disposal boxes ahead of the new season.
 

AOB: Fan Advisory Board

CS confirmed the WSB can appoint a representative to attend each FAB meeting on behalf of the WSB. 

CS will also share the new WSB Terms of Reference for the 2024/25 season, based on the previous version and updated. 

NK asks someone from the Disabled Supporters Board should be present at the next meeting. 

JB will collate 2023/24 fan feedback via the WSB that was communicated to the club after every home fixture and will send the list to PC.

Stephen Baker (SB) raises that the matchday experience differs between the men’s and the women’s activations. SB would like to see half-time activations, such as the half-time quiz where you can win prizes. HN suggested a mascot penalty shoot-out at half-time, which is simple but effective. The Club committed to looking at matchday experiences for next season. 

CS thanks the WSB for attending the meeting and will share the confirmed minutes and action plans.

CS would welcome a meeting ahead of the season with more updates for the 2024/25 season.
 

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