Monday, June 25, 2012
Hastings United Football Club Customer Charter
At the Club, we believe that:
- Customer care starts on the inside, with a good team of staff and a strong work ethic. Most of our staff are volunteers, but we expect our staff to always do their best.
- Our staff should remain courteous, even in difficult situations. We know they we are offering a service and that we would like every customer to return.
- People come first when offering a service.
- Our staff should be friendly, helpful and should know their job, or be able to call upon someone else who is able to respond to the needs of our customers.
- Our staff should give their full attention to a customer in any situation that may arise.
In addition, we expect:
- Our staff and volunteers to care about their jobs, as this will ensure that they also care about our customers.
- Our staff and volunteers to treat every customer as they would wish to be treated themselves, if roles were reversed.
Ticketing & Pricing
The Club charges for admission to watch games at the Pilot Field for matches involving our First Team, Reserve Team and Under 18 Team. Prices are split into three categories, Adult, Concessions and Under 21s. Tickets are normally only available on the day of any given match from the turnstiles. In some circumstances though, tickets will be made available in advance and this would be announced on our official website and in the local press.
Ticket prices for league games during the 2012/13 season are below. Prices may vary for cup competitions and friendlies, and again, these details would be confirmed on our official website and in the local press.
Season Tickets |
First Team Games |
Reserve Games |
Under 18 Games |
|
|
Adults Concessions Under 21s |
£168 £134 Free |
£10 £8 Free |
TBC TBC TBC |
£3 £3 Free |
Season Tickets
These are valid for home First Team league games only and are not valid for any cup matches or friendly fixtures.
Concessions
Discounted admission prices area offered to those registered disabled, to students with a current NUS card, and to those aged 65 and above. In all instances, proof of eligibility must be provided when purchasing tickets.
Under 21s
Free admission is offered to those aged 20 and under, but proof of age must be provided.
Concession Card
We operate a scheme, which is free of charge, whereby those who are eligible for discounted or free admission can request a Concession Card. Proof of eligibility must be shown once, upon application, and the Card would take ten days to process. Proof of eligibility should either be in photographic form, or in two non-photgraphic forms of identification, but the applicant's date of birth must be visible.
Charge for Seating
For most matches, there is no additional charge for seating. For matches where a charge will apply, details would be confirmed on our official website and in the local press.
Cup Competitions
Tickets for all cup competitions will cost the same as those for league fixtures, unless otherwise stated, or if mutually agreed with the visiting team. Season tickets are not valid for cup games.
Abandoned Match Policy
If any match is postponed after spectators have been admitted to the ground, but before the match has kicked off, ticket holders will be offered a full refund.
If a match kicks off, but is subsequently abandoned before commencement of the second half, spectators in attendance will be offered admission to the rearranged game for 50% of the admission price paid to attend the first fixture, but only upon production of their original ticket. In such an event, spectators should have their tickets stamped, or verified, prior to leaving the ground at the time of the abandonment.
If a match is abandoned after the commencement of the second half, no refund shall be made, or discounted admission offered to the rearranged game.
Away Supporters
Our admission prices do not vary for supporters of any visiting club, with the same concessionary prices applying to those eligible, as well as free admission for those aged twenty or under. However, proof of eligibilty is required in all cases.
The Pilot Field
Opening Times of the Ground
The ground and its turnstiles will be open at the following time for the admission of spectators.
Kick off time |
First Team Games |
Reserve Games |
Under 18 Games |
|
|
Saturday Sunday Midweek |
3.00pm 11.00am 7.45pm |
1.00pm N/A 6.00pm |
2.00pm N/A 6.45pm |
N/A 10.00am 6.45pm |
Smoking
We operate a policy whereby smoking is not permitted within certain areas of the ground, these being the main Pavilion Stand, the Elphinstone Road End Stand and any internal area, such as the bar, function room, toilets, club shop, offices and turnstiles.
Catering & Bar Facilities
We offer facilities for supporters to purchase food and drink, these being the main Food Bar, the Youth Tea Bar and two Licensed Bars inside the Clubhouse and Directors' Lounge. On occasion, additional facilities are provided as necessary. We will ensure that food and drink prices are published and we will ensure that all catering facilities conform with health, safety and hygiene legislation.
Consultation and Information
We publicise our position on major policy issues in a user friendly manner via our matchday programmes, our official website and in the local media. We give the earliest possible public notice of, and provide reasons for, any changes to our ticketing policy.
Merchandising
We endeavour to ensure that all replica shirt designs have a minimum life span of one season. We offer refunds on merchandise sales in accordance with our obligations under the Sale of Goods Act 1979.
Community Activities
We are committed to developing a strong community partnership in Hastings and the surrounding area. Some of the activities that we, our Development Squad and our Youth Section take part in are detailed below.
- Coaching courses
- Football skills development centres
- Football fun days
- Youth school tournaments
- Participation and visits by Managers, Coaches and players
- After school clubs in Primary schools
Anti-Discrimination Policy
We are committed to confront and to eliminate discrimination on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex, or sexual orientation. We do not condone any sexual, or racially based harassment, or any other discriminatory behaviour, whether physical or verbal, and we work with others to ensure that such behaviour is met with the appropriate action, in whatever context it appears.
We do not condone the use of racist language, or racist behaviour, inside or outside the Pilot Field. Whether home or visiting spectators are responsible, we seek to eliminate unacceptable and anti-social behaviour. Any person found using such discriminatory language or behaviour may be banned from the Club, and the individual concerned may be liable for arrest and subsequent prosecution. This may in turn lead to a banning order being served by the Club.
Customer Service
We would normally respond to any contact from a customer within a period of fourteen working days. However, every endeavour will be made to address any concern raised by a customer at the initial point of contact. We will respond by email, telephone or letter, depending on the most appropriate means. If a customer requests a written response, one will be provided.
We do have a Supporters' Liaison Officer for those who may wish to discuss any situations on a less formal basis. The contact details are provided at the end of this Charter. The Supporters' Liaison Officer is available on matchdays and can be contacted via one of our Stewards.
Any customer with a complaint on any aspect of their visit to the Pilot Field should make this known to a member of staff during their visit. Our staff will aim to put right any concerns immediately. Subsequently, if a customer wishes to make a complaint in writing, they should send this by post, or by email, to the main Club contact details at the end of this Charter.
Disabled Policy
We fully support the principle of equal opportunities and we oppose all forms of unlawful, or unfair, discrimination on the grounds of disability. We operate a specific ticketing policy for disabled supporters and we will ensure that the scheme does not discriminate between disabled people with differing impairments.
Definition of Disability
As a fundamental principle, the Disability Discrimination Act 1995 states that disabled people should not be treated 'less favourably' without justification and that 'reasonable adjustments should be made to make goods, facilities and services accessible'. For the purposes of this policy only, the definition of a disabled supporter is:- 'Any person who has a physical or mental impairment, which has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities and, because of their disability or impairment, is unable to use ordinary stand seating without contravening Health & Safety Regulations, Guidelines or Policy, or where the Club has provided a 'reasonable adjustment' to enable that 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 should include the need to bring a 'personal assistant' for either personal care or safety reasons. A 'designated area' is any area (including specific seats around the stadium) that the Club shall, in its sole discretion, determine as being available for the disabled ticket price.
We reserve the right to request 'proof of a disability' before issuing any concession. Such proof shall include receipt of the middle, or higher, rate of the Disability Living Allowance (mobility or car component), receipt of either the Severe Disablement Allowance or Attendance Allowance or a personal letter from your GP. Receipt of an Orange/Blue badge will not be considered sufficient proof of disability.
Facilities for customers using wheelchairs
The Cole Warren Stand specifically caters for wheelchair spectators and, if required, a carer. In addition, our staff and stewards will always be available to assist, where possible, in providing any disabled spectators with an alternative viewing point in the ground.
It is our policy that one helper with any disabled person using a wheelchair may receive their admission to the ground free of charge. The wheelchair-bound customer is required to pay the appropriate admission price for any particular game.
In conjunction with the proof of disability (as previously mentioned), this concession will only be available to those people who meet the following eligibility criteria. Wheelchair using customers must be largely confined to a wheelchair, or not capable of walking a distance further than that required to reasonably and safely access any other part of the stadium. Wheelchair using customers should ideally also be accompanied by a person who is capable of supporting the disabled person's needs in the event of an emergency. For this reason, we strongly recommend that a carer is aged sixteen years or above, and not be infirm.
Disabled Toilets
We have a disabled toilet located in the bar area. If you experience any problems with the use of the disabled toilet, please contact the nearest available steward on the day, or the Club Safety Officer after the match.
Conclusion
Every reasonable adjustment is being made to all of the services provided by the different departments at the Club in order to comply with the provisions of the Disability Discrimination Act 1995.
Hastings United Football Club Contact Details
Main address and other contact details
Hastings United Football Club
The Pilot Field
Elphinstone Road
Hastings
East Sussex
TN34 2AX
Telephone: 01424 444635
Official website: www.hastingsunitedfc.co.uk
Email address: club@hastingsunitedfc.co.uk
Club Secretary: Tony Cosens
Club Shop
Telephone: 01424 444635
Contact: Marie O’Mara
Football in the Community
Telephone: 07875 342610
Email: seanrazor81@yahoo.co.uk
Contact: Sean Ray
Supporter Liaison
Telephone: 01424 444635
Email: patfooty@hotmail.com
Contact: Patrick McCrossan
Safety Officer
Tel: 07850 261137
Email: stonekeep@hotmail.co.uk
Contact: Sean Logan-Walker