12:32 01 August 2012
By Andrew Poole
The Walsall FC Customer Charter...CUSTOMER CHARTER
1. MISSION STATEMENT
2. CUSTOMER SERVICE
3. ANTI DISCRIMINATION POLICY
4. POLICY RELATING TO PART III OF THE DISABILITY DISCRIMINATION ACT 2004
5. CONSULTATION AND INFORMATION
7. ACCOMMODATING AWAY SUPPORTERS
9. COMMUNITY ACTIVITIES
1. WALSALL F.C. MISSION STATEMENT
Our mission is:
1.1 To be a successful professional football club:
1.2 To ensure the long term future of the club and its ability to compete effectively in the professional game, as well as ensuring the financial stability of the club, by introducing and developing commercial activities that will provide the club with an ongoing income stream:
1.3 To play an active role within the local community:
1.4 To provide supporters with a safe and comfortable environment within the Stadium:
1.5 To deliver high quality services to our supporters, and to be a customer led and orientated organisation:
1.6 To further develop relationships with new and existing supporters, clients, sponsors, advertisers and other organisations and associations for the staging of professional football and leisure activities:
1.7 To use prudent financial management accounting and auditing skills:
1.8 To be a good employer offering good working conditions, balanced Contracts of Employment and Training Opportunities.
1.9 To provide resources and facilities for the successful development of young players, encompassing the educational opportunities, and a counselling service to assist personal development.
2. CUSTOMER SERVICE
2.1 We recognise that the customer is a fundamental element of our business and must be offered excellent service. We endeavour to understand our customers requirements and provide them with efficient services of consistent quality.
2.2 Our principles are:
We accept the need for quality to be built into all processes and systems.
The effectiveness of these systems should be controlled and continuously monitored.
We should strive for excellence in all aspects of our business by continuous improvement in product, quality, performance and support services.
(ii) Customer Service
We recognise that the customer is a fundamental element of our business and must be offered excellent service. We endeavour to understand our customer's requirements and provide them with an efficient service of consistent quality.
We shall be innovative and responsive in our dealings with customers, utilising technology to produce competitive advantage.
Constant attention will be paid to keeping all systems as simple and 'Consumer friendly' as possible.
We embrace the concept of team working and empowerment to achieve high levels of productivity and excellence through a staff that acts as part of management.
We adopt an integrated management team approach, with problem solving and decision making being effected quickly at all levels and without undue bureaucracy. To achieve this we recognise the benefit of making available such training and development as is required to constantly improve efficiency, productivity, quality and satisfaction in employment through mutual recognition of each others motivation and goals.
We undertake to demonstrate the highest standard of integrity in all elements of our business.
2.3 The initial customer service contact at Walsall Football Club is Angelina Hardingham. She can be contacted Monday to Friday, 8.30a.m. to 2.00p.m.
Telephone contact can be made on 01922 622 791.
Emails can be forwarded to firstname.lastname@example.org
2.4 The initial Supporter Liason Officer contact at Walsall Football Club is Daniel Mole, Club Secretary.
Telephone contact can be made on 01922 651 401
Emails can be forwarded to: email@example.com
2.5 The club will use its best endeavours to respond to any contact from a customer within a maximum period of 14 days.
2.6 The club may respond by telephone, personal interview, letter, fax, or 'e' mail according to the nature of the approach. The club will always respond in writing if requested by the customer.
3. Anti - Discrimination Policy
3.1 Walsall Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
3.2 Walsall Football Club is an equal opportunities employer. We are committed to equal opportunity within the Club.
3.3 Equality of opportunity within Walsall Football Club means that in none of our activities will we discriminate against or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
- Advertisement of jobs
- The selection of candidates for employment or promotion
- Job location or working environment
- Pay and employment terms and conditions
- Internal training and development activities
- External education activities and awards
- Football development activities
- Selection for teams
- Appointments to honorary positions
3.4 Walsall Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
3.5 Walsall Football Club supports The Football League and The Football Association in its commitment to develop a programme of ongoing training and awareness - raising events and activities in order to promote the eradication of discrimination.
4. POLICY RELATING TO PART 111 OF THE EQUALITY ACT 2012
Walsall Football Club fully supports the principle of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability.
The Club operates a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.
The Club recognises that not all of its facilities are fully accessible to disabled customers and confirms that it is committed to making the necessary "reasonable adjustments" described in the Disability Discrimination Act and its relevant Codes of Practice to ensure full compliance with the legislation.
The Club recognises the new duties and responsibilities resulting from the Disabled Discrimination Act to remove permanent barriers that make it difficult or impossible for some disabled customers to access Club facilities. The Club will undertake such additional works as are reasonably required within the timescale set out in the Act.
Definition of Disability
As a fundamental principle the Equality Act 2010states that disabled people should not be treated "less favourably, without justification", and "reasonable adjustments should be made to make goods, facilities and services accessible" Walsall Football Club aim to fully comply with both the provisions and spirit of the Act.
For the purposes of this Policy only the definition of a disabled supporters is:
"any person who, because of their disability or impairment, is unable to use ordinary stand seating without contravening Health and Safety Regulations, Guidelines or Policy or where the club has provided "reasonable adjustments" to enable the supporter to attend the venue. Any such person will be considered for use of the designated areas of the stadium in line with the procedures set out in this policy."
A "reasonable adjustment" in this context shall include (but is not limited to), the need to use a wheelchair platform, the need to bring a "personal assistant" for either personal care or safety reasons, or the use of an auxiliary service (e.g. Match commentary for visually impaired or loop systems for supporters with sensory impairments).
A "designated area" is any area including specific seats in the stadium that the club shall, in its sole discretion determine as being available for the disabled concessionary ticket price.
A person has a "disability" if he/she has a physical or mental impairment that has a substantial and long term adverse effect on his/her ability to carry our normal day to day activities.
Walsall Football Club reserves the right to request "proof of disability" before issuing a concession. Such proof shall include:
-Receipt of the middle or higher rate of the Disability Living Allowance (mobility or care component).
-Receipt of either the Severe Disablement Allowance or Attendance Allowance.
-A personal letter from your General Practitioner.
N.B. Receipt of an Orange/Blue disabled parking badge WILL NOT be considered sufficient proof of disability for a concessionary ticket price.
Contact with Disabled Supporters
Walsall Football Club has an open dialogue with its disabled supporters and encourages them to contact the club and when required to discuss facilities and improvement or any grievances they may have. The Club guarantees that any complaints will be dealt with quickly and the complainant informed of the outcome.
The Club has a training programme to ensure that all Departmental Managers and appropriate "front line" staff, including Stewards are trained in the provisions of the Act. Ongoing training will be included in staff and steward induction programmes.
The Club has advised all staff that any incident of discrimination under the provisions of the Act is a serious matter and will be dealt with under the Club's disciplinary procedures.
Ticketing Policy for Disabled Supporters
The Club will provide general information to its disabled supporters about ticket availability and pricing. Information will be produced in accessible formats and will be published on the Club website. The Club's Disabled Liaison Officer will ensure the implementation of the Club ticketing policy.
The Club will adopt a system of concessionary ticket prices tailored to its disabled supporters, both home and away. The scheme will apply to those supporters where a reasonable adjustment has been made to facilitate viewing or where a personal support need has been identified. Concessions are not based on impairment type but recognise that some disabled supporters have a restricted choice of viewing area in the stadium and/or could not attend a match without personal support or the provision of a auxiliary aid. Concessions will apply to:
-Wheelchair viewing areas.
-Areas reserved for supporters with sensory (hearing & visual) impairment.
-Areas are reserved for ambulant disabled supporters.
-Any other viewing areas set aside by the Club for the exclusive use of disabled supporters.
-Supporters who have been identified as having special needs such as persons with learning difficulties or the elderly.
The Club shall provide age concessions where these are appropriate. Disabled children shall enjoy the same percentage concessionary rate as provided for non disabled children.
The Club shall give details of the availability and prices of seating for disabled spectators and their carers. In principle an admission charge will be made for the disabled supporter but not for the carer.
The Club will provide information on lounges, bars and refreshment areas that are accessible to disabled supporters on matchdays.
The Club will facilitate the purchase of season and match day tickets for the disabled supporters.
The Club will enable a method of payment for season tickets by instalments at the rates given to able bodied supporters.
The Club will reserve 5% of its total disabled allocation for sale to disabled non-season ticket holders.
The Club shall make available to disabled visiting club supporters tickets equal to 10% of its total designated disabled viewing capacity.
The Club shall not charge admission prices to disabled supporters of a visiting Club which are higher than those charged to its own supporters for comparable accommodation.
There are 25 disabled car parking spaces provided at the stadium adjacent to the disabled viewing area and every effort will be made on matchday to ensure that priority is given to the disabled supporters who have the most severe mobility difficulties. Every effort will be made to accommodate disabled supporters as near as possible to their point of ingress/egress.
5. CONSULTATION AND INFORMATION
To ensure an ongoing communication and consultation link between the Club and its supporters.
(i)To maintain ongoing dialogue with Senior Officers of Walsall Football Club
(ii)To use the Club's main channels of communication i.e. match programme and www.saddlers.co.uk, to provide up-to-the-minute news and information about events at the Banks's Stadium;
(iii)The club will offer opportunities via the matchday programme and www.saddlers.co.uk for supporters to pose questions to the Club, and for specific Club Officers to respond to the points raised;
(iv)As necessary, where the Club feels that a discussion rather than a written answer is more appropriate to a question posed, the supporter or group of supporters will be invited to the stadium for a meeting with appropriate club officials;
(v)The Club commits itself to using its best endeavours to respond to correspondence i.e. post, telephone, fax or email, within 14 days.
(vi)The Club will endeavour to maintain a constructive relationship with the local and national media, via the Club's Press Office, providing them with up to the minute information relating to news stories and events from the Banks's Stadium. Club Officials will make themselves available for interviews, personal appearances on tv/radio, photograph opportunities. The Club will issue regular press bulletins with details of stories, forthcoming events, team details, match information, commercial events etc. The Club will use its best endeavours to respond in an informative way to questions posed by the media.
(vii)The Club will endeavour to publicise its policy position or major policy issues in an easily digested format in Walsall F.C. matchday programme and www.saddlers.co.uk
(viii)The Club will respond to written questions submitted by shareholders at the annual general meeting.
(viiii)The Club will appoint a Supporter Liaison Officer (SLO) whose role will be to converse and communicate with supporters and be a central contact for supporters. Currently, this position is held by:
Daniel Mole, Club Secretary, Walsall FC. 01922 651 401 / firstname.lastname@example.org.
(x) The Club will hold a Fan’s Focus Meeting and Meet The Manager evening per calendar year, which will be open for any supporter to attend. Details of these Meetings will appear on the club’s Official Website – www.saddlers.co.uk.
The Football League Customer Services Department can be contacted should the correspondent not be satisfied by the club’s response:
The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire , PR2 2YF. Email: email@example.com. Telephone: 0844 335 0183
It is the policy of the club to offer a wide range of spectator accommodation as possible i.e. executive boxes, executive club, seats and family areas to encourage wider access to matches by offering a broad range of ticket prices achievable to the broad range of supporters.
6.2 The club will operate an instalment plan for the purchase of tickets at the most favourable interest rates that can be obtained.
It is the policy of the club to ensure that at least 5% of tickets to each game will be made available to non-season ticket holders.
(i) Concessionary prices will be made available to the following groups:
(i) Juniors under the age of 18:
(ii) Men and women 60 years and over:
i.Family tickets for one adult and one child. Adult must be accompanied by a child. Price structure to reflect different combinations e.g. one adult and 2 children, 2 adults and 2 children etc.
ii.To offer 'free football for Under 18's'. See http://www.saddlers.co.uk/fans/junior-fans/ for more details.
(i) The club reserves the right to target specific groups for special rates e.g. school parties, and to make special offers for specific games e.g. an early round of Capital One Cup or Johnstone's Paints Trophy.
(ii) The Family Stand will be reserved for family and junior supporters only, with a price structure designed to encourage the attendance of more families and junior supporters to attend matches.
(iii) The club's policy is not to sell restricted view seat tickets, except for those matches that are designated 'all ticket' and attract a capacity attendance. In this situation, tickets for restricted view seats will be clearly marked, and customers advised accordingly at time of purchase.
(iv) Banks's Stadium has viewing bays reserved for wheelchair bound spectators. These bays are located in the Family Stand.
Car parking spaces for disabled spectators are reserved adjacent to the Family Stand.
Wheelchair bound spectators have their own dedicated entrance with no steps to negotiate to the viewing bays, and custom built toilets for the disabled available in this area.
Reduced admission rates are available for wheelchair bound spectators plus one accompanying adult.
Wheelchair places must be booked in advance with the Ticket Office on 01922 651 414/416, or by writing to Banks's Stadium.
The presentation of a disabled spectator permit will be necessary for admission to the Stadium.
Stewards will be allocated specifically to look after wheelchair bound spectators.
A lounge area specifically for use by disabled spectators and their carers is available in the Banks's Stand.
The club operates two Membership Schemes:
i.Team Saddlers - for youngsters up to the age of 18 offering FREE football, Saturday morning soccer coaching: trips to away matches at discount rates: priority in allocation of tickets for all ticket games: birthday and Christmas cards signed by the players: discos: 'Meet the player' evenings: Quiz Nights: birthday parties: opportunity to be ball boys or mascot. See www.team-saddlers.co.uk for more information.
ii.Bescot Bar permits - allows free admission to Bescot Bar on Matchdays throughout the season. Contact the Ticket Office for more information: 01922 651 firstname.lastname@example.org.
Where the allocation of tickets for away matches is unlikely to meet demand, tickets are allocated as follows:
i. season ticket holders with an away booking history and participants in Goalden Gate Lottery:
ii.season ticket holders
iii. supporters with a booking history
The home club determines the cost of theses tickets.
6.7 Cup Competitions
Admission prices for cup games are priced at levels agreed with opponents, and subject to minimum admission prices set by the Football League and Football Association for specific competition.
The general policy set by the Club is for admission prices to First Team cup ties to be the same as for League matches.
However the club reserves the right to vary prices according to circumstances relating to the specific tie i.e. may be desirable to lower prices for a game in the early rounds of a cup competition: or necessary to increase prices where special circumstances are involved, such as the visit of a Premiership club, which might involve substantially higher Police charges. Where variations in admission price are implemented the club commits itself to explaining the reasons behind the decision taken. In such circumstances the agreement of cup opponents to admission price levels will be necessary.
Priority in the allocation of tickets for 'all ticket' cup ties will be given, as follows:
i.season ticket holders with an away booking history and participants in Goalden Gate Lottery:
ii.season ticket holders
iii. supporters with a booking history
If circumstances permit the club may issue vouchers for a cup tie, at a preceding League match, enabling voucher holders to have priority, after season ticket holders to purchase tickets for a cup tie.
6.8 RETURN OF UNWANTED MATCH TICKETS
Where a match ticket is returned before the allocated game, the club will offer to exchange the ticket for an identical ticket for a forthcoming League game, subject to availability.
If a match is postponed before kick off, ticket holders will be entitled to free admission to the rearranged game.
If a match abandoned after kick-off, spectators are entitled to half price admission to the rearranged match.
7. ACCOMMODATING AWAY SUPPORTERS
7.1 Walsall F.C. abides by all Football League Regulations governing the allocation of tickets to visiting clubs.
7.2 Walsall F.C. does not charge admission prices to supporters of a visiting club, which are higher than those charged to home supporters for comparable spectator accommodation. In particular concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
8.1 The club will endeavour to ensure that all replica strip designs shall have a minimum life span of one season.
8.2 Swing tickets are attached to replica strip stating launch date.
8.3 It is the policy of the club to change the design of its first choice and change kit each season. Details of the design of the kit planned for each new season will be announced via the official Walsall F.C. website www.saddlers.co.uk and, Matchday Programme with launch date and availability.
8.4 The club will carry out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.
8.5 The club will offer refunds on merchandise only on presentation of valid receipt, and in accordance with its legal obligations.
8.6 ffer will appear on the club’s online store: www.walsallfcstore.co.uk.
9. COMMUNITY ACTIVITIES
9.1'The Club' will operate a 'Football in the Community' Programme, under the auspices of the Football League Community Trust. The Walsall F.C. Community Programme is a Registered Charity, and a private limited company registered with Companies House.
9.2 The Community Programme is governed by a Board of Trustees, and its day to day operation will be led by a Community Liaison Officer, assisted by a Community Task Force.
9.3 The Board of Trustees will be composed of Walsall F.C. Directors and Senior Officers, supported by the Community Liaison Officers, and co-opted members as required.
9.4 An independent Auditor shall be appointed to verify the Accounts.
9.5 The objective for the Walsall F.C. Community Programme is to 'build bridges' between the club and organisations within the local community, providing structural activities, for the various participating groups, and in so doing to provide a stimulant for local people, and particularly those of school age to play soccer, and to visit Banks's Stadium as spectators for Walsall F.C. home games.
9.6 The Programme of Activities includes the following components:
(i) Schools Programme
The Community Programme Task Force, often accompanied by players will visit local primary and high school, for the purpose of leading group discussions e.g. talking about life of a footballer, healthy diet, lifestyles etc: organising soccer coaching.
This will be followed by school party visiting Banks's Stadium for tour of stadium, and then attendance at a match, and opportunity for school to provide ball boys.
The Community Task Force also organises soccer coaching and small sided games in After School Clubs at local schools.
(ii) Educational Courses
The club participates in 'Playing For Success' in partnership with Department for Children, School & Families, Walsall Council and Walsall Football Club.
The purpose of this scheme is to provide learning opportunities outside of school hours for pupils between the ages of 9 and 14.
Day time activities also take place at the centre, catering for all age groups with a variety of educational themes.
The Saddlers Learning Centre is situated within the Walsall Bite Size Stand (Family Stand) equipped with computers and staffed by a full-time Team Manager.
The club participate in the management of this scheme, and players, staff and officials act as mentors to the youngsters attending the course.
The club will also liaise with the Learning Centre's Team Manager in providing 'one off' courses for local schools to use the stimulant provided by the Stadium, and football club environment, a starting point for educational projects (e.g. problem solving, safety projects).
(iii) School Holiday Soccer Coaching Courses
Soccer coaching courses will be held during school holidays at the Banks's Stadium and other venues throughout the borough.
(iv) Encouragement of Involvement of Girls in Soccer
The Community Programme has set out to encourage the wider participation of girls in soccer both as players and spectators.
Girls are encouraged to join the School Holiday Soccer Coaching Courses, and soccer coaching courses, with small sided games and tournaments have been organised specifically for girls.
(v) Encouragement of Involvement of Ethnic Minorities in Soccer
The Community Programme will become pro-active in encouraging more youngsters from the ethnic minorities to both play soccer and to attend Walsall F.C. home games.
This will be accomplished by liaison with Community Leaders, organisation of soccer coaching and small sided tournaments at local venues, organised visits to the Banks's Stadium and attendance by invitation to home matches.
(vi) Matchday Activities
A weekly 'Saturday Club' offers a morning soccer coaching course, followed by small sided games, and attendance at a Walsall F.C. home game.
Special rates are offered to organised parties, a group of 15 at £1.00 per person, with free admission for the group leader. This offer is targeted at schools, youth clubs, and junior football teams.
(vii) Birthday Parties
The Community Programme Task Force will organise birthday parties including organises soccer on synthetic pitch, followed by birthday tea and games in the Bescot Bar.
Small sided tournaments for varying age groups, using the Banks's Stadium Synthetic Sports Pitch, and involving team representing schools, junior football clubs and youth clubs.
(ix) Special Needs Groups
Stadium tours are organised for special needs groups.
(x) Community Related Philosophy of Club
Although a series of community related activities are organised by the Community Programme, it is fundamental to the philosophy of Walsall F.C. that every employee must be conscious of the role of the club in the local community, and its importance to the lives of so many people.
The idea of a Community Programme must not be compartmentalised to the work of one department, its ethos must reach throughout the club.
Every Walsall F.C. employee has a community role to play, be it the service they provide to customers on behalf of the club, appearances of players at Presentations, Hospital visits, donations made to charity: all are ongoing, and all form part of the club's determination to work within that same local community from where it derives its support.
The club will provide work experience placements for local high school pupils aged 15 or over.
Get in touch
Registered Address: Banks's Stadium, Bescot Crescent, Walsall, West Midlands WS1 4SA
Company Registration Number:171970
VAT Registration Number:100722236
Telephone: 01922-622 791
Fax: 01922-613 202
Main Club Email: email@example.com
Ticket Office: 01922-651 414/416
Conference & Events: 01922-651 418
Commercial: 01922-651 412
Club Shop: 01922-651 410
Online Store: firstname.lastname@example.org
Official Website – www.saddlers.co.uk
Online Store – www.walsalfcstore.co.uk
Conference & Events: www.m6j9.com
Junior Supporters: www.team-saddlers.co.uk
TRAVELLING TO THE BANKS'S STADIUM:
By road -
From the M6: Leave the M6 at junction 9 and follow the A461 towards Walsall. At the traffic lights turn right onto the A4148 (Wallows Lane/Broadway West - sign-posted Banks's Stadium). At the next set of traffic lights (1/3 mile) turn right onto Bescot Crescent, the stadium is 1/4 mile along the road on the left hand side.
From Walsall town centre: From the Arboretum island take the Broadway North exit and follow the Ring Road to the traffic signals by the Fullbrook Pub. At the traffic lights go straight ahead. At the next set of traffic lights by Broadwalk Retail Park turn left, Banks's Stadium is 1/4 mile along the road on the left hand side.
A car park is available at Banks's Stadium, the cost is £3 per vehicle. We recommend people wishing to park on the stadium site (Green Zone) arrive well in advance of the match kick-off time. Parking is not permitted on the nearby retail park for people attending the match. The club ask that supporters are considerate when parking their vehicles, minimising inconvenience to local residents. We encourage supporters to travel to the game by car to share their journey with friends and family to reduce the number of vehicles arriving at the stadium, allowing everyone to have an easier journey home from the ground.
By bus -
Banks's Stadium is well served by buses. All buses leave from the Bradford Place Bus Station. Service numbers 401 and 405 run every 15 minutes and stop on Bescot Crescent outside the ground. The 404 service runs every eight minutes and stops on West Bromwich Road a short walk from the ground. Please note that as of the end of October 2012, the National Express West Midlands Bus Service 405 is being renumbered to number 45 as part of the Sandwell Bus Network Review. Frequencies of the service will remain basically unchanged. Update leaflets will be available in the Reception Areas.
By rail -
Banks's Stadium is a two-minute walk from Bescot Rail Station. Trains from Walsall take three minutes to the ground and on matchdays all services stop at the Banks's Stadium. To get train times go to www.nationalrail.co.uk or call the Centro Hotline - 0121 200 2700. For information on public transport we recommend you contact the following organisations:
- Centro: 0121 200 2700
- Traveline: www.traveline.org.uk - 0870 608 2608
Banks's Stadium also has free cycle parking facilities available outside the Main Reception.