CONTENTS

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

6. TICKETING

7. ACCOMMODATING AWAY SUPPORTERS

8. MERCHANDISE

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:

Article continues
Advertisement

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:

(i) Quality

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.

(iii) Innovation

 

We shall be innovative and responsive in our dealings with customers, utilising technology to produce competitive advantage.

(iv) Simplicity

 

Constant attention will be paid to keeping all systems as simple and 'Consumer friendly' as possible.

(v) Staff

 

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.

(vi) Integrity

 

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 Miss Angelina Hardingham. She can be contacted Monday to Friday, 8.30a.m. to 2.00p.m.

Telephone contact can be made on 0871 221 0442.

'E' Mails can be forwarded to info@walsallfc.co.uk

2.4 The club will use its best endeavours to respond to any contact from a customer within a maximum period of 14 days.

2.5 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.

This includes:

- 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 DISABLED DISCRIMINATION ACT 2004

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 Disability Discrimination Act states 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.

Training

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

 

5.1 Objective

 

To ensure an ongoing communication and consultation link between the Club and its supporters.

5.2 Method

 

(i) Formation of Supporters Liaison Committee (SLC) composed of four nominated members of official Walsall Football Supporters Club meeting on monthly basis with Walsall F.C. Secretary/Director, plus other Walsall F.C. Directors/Management personnel whose input may be required for particular topic under discussion.

(ii) The SLC will use the following methods to improve the level of consultation and communication between the Football Club and its supporters:

(iii) Standard form for registering complaint, observation, suggestion etc. to be available from Reception Areas in Saddlers Club and Bescot Stadium:

(iv) Commitment from SLC to respond to all submissions within 14 days. Where matter raised may take longer period to investigate, a letter of acknowledgement to be sent:

(v) Each completed consultation form to be dealt with and discussed at monthly SLC meeting:

(vi) Where issue raised requiring immediate attention, matter will be bought to notice of WFC Secretary, who will deal with matter, and report details of action taken to next SLC Meeting:

(vii) Where appropriate complainant to be spoken to by telephone or invited to attend meeting of SLC:

(viii) Where issues raised require specific knowledge e.g. Sunday Market, Catering, Synthetic Pitch, Playing Matters, Stadium Safety, Ticket Office etc. appropriate WFC personnel will be invited to attend SLC Meeting, in order to deal with those matters relating to their area of responsibility:

(ix) Focus Group Meetings to be held on quarterly basis, involving 12-15 supporters, Meeting in Saddlers Club with SLC together with representatives from Walsall F.C. for open forum:

(x) Invitation for SLC Member to attend those Walsall F.C. Executive Board Meetings where supporter related issues are discussed:

(xi) Details of SLC work to be published on Internet www.saddlers.co.uk, the official Walsall F.C. website.

5.3 The club will publicise its position on major policy issues in an easily digested format in the Official Matchday Programme, Walsall Clubcall, and

Official Walsall F.C. Website.

5.4 The club will seek to maintain an ongoing dialogue with shareholders, Walsall M.B.C., sponsors, advertisers and other interested parties through a diversity of channels including meetings, newsletters, public announcements, advertisements and personal contract.

5.5 The club will seek to announce its ticketing policy by 31st May preceding the season to which it applies. Any variation from that policy will be announced through the media and club's own channels of communication, giving as much notice as possible to supporters, and explaining reasons why the changes have been made.

5.6 The club undertakes research on the decision of new kit with the official supplier inputs from club's coaching, commercial and retail staff, and opinion will be sought from Supporters liaison committee.

 

6. TICKETING

 

6.1 Pricing

It is the policy of the club to offer a wide range of spectator accommodation as possible i.e. executive boxes, executive club, seats, terrace (subject to legislation) 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.

6.3 Allocation

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.

6.4 Concessions

(i) Concessionery prices will be made available to the following groups:

(i) Juniors under the age of 18:

(ii) Men and women 60 years and over:
    1. 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.
    2. To offer 'free football for Under 8's' admission providing they are accompanied by paying adult.
    1. 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 Carling Cup or Johnstone's Paints Trophy.
    2. The stand, currently known as 'The West Bromwich Building Society' 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.
    3. 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.
    4. Banks's Stadium has viewing bays reserved for wheelchair bound spectators. These bays are located in the Banks's Stand.

Car parking spaces for disabled spectators are reserved adjacent to the West Bromwich Building Society 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 Ms Chantelle Robinson 0871 221 0442, 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.
    1. Membership Schemes

The club operates two Membership Schemes:
    1. Junior Saddlers - for youngsters up to the age of 14 offering 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
    2. Bescot Bar permits - for season ticket holders only, allows free admission to Bescot Bar on Matchdays throughout the season.
    1. Away Matches

Where the allocation of tickets for away matches is unlikely to meet demand, tickets are allocated as follows:
    1. season ticket holders and participants in Goalden Gate Lottery:
    2. supporters able to produce a specified number of tickets from previous away matches:
    3. general sale

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, participants in Goalden Gate Lottery, and Saddlers Saver Account Holders.

(ii) General sale

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.

Cash refunds will be offered providing that the ticket is returned before the game.

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 concessionery rates offered to senior citizens and junior supporters apply to supporters of a visiting club.

8. MERCHANDISING

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 the 2008/2009 season will be announced via the official Walsall F.C. website, Matchday Programme, and Walsall Clubcall 09068 555 800 with launch date, and availability from The Football Shop.

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.

 

9. COMMUNITY ACTIVITIES

    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 Bescot 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 H.M.Government, and Walsall Local Education Authority.

The purpose of this scheme is to provide extra tuition for local youngsters underachieving in literacy and numeracy. A classroom has been provided by the club in a void under the Banks's Stand, equipped with computers, staffed by a full time tutor.

The club will participate in the management of this scheme, and players, staff and officials will act as mentors to the youngsters attending the course.

The club will also liaise with the Primary School Liaison Officer 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.

The club will provide work experience placements for local high school pupils aged 15 or over.

(iii) School Holiday Soccer Coaching Courses

Soccer coaching courses will be held during school holidays at Bescot 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 Bescot 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.

Visiting Junior Supporters Clubs compete against Junior Saddlers in half time 'American Style' shoot-outs.

Schools, youth clubs, junior football clubs, are invited to provide ball boys for games.

(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.

(viii) Competitions

Small sided tournaments for varying age groups, using Bescot 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.