CHELSEA FOOTBALL CLUB
SUPPORTERS’ CONSULTATIVE FORUM 2015/16
1ST MEETING MINUTES
Meeting held in the Attenborough Suite, Chelsea FC at 6.30pm on Monday 7th September 2015
Attendees
Atkins, Steve
Barrett, Michael
Buck, Bruce
Coady, Debbie
Daine, Nav
Dwyer, Kevin
Eldridge, Andy
Granovskaia, Marina
Hayden, Lisa
Herring, Alan
Hillers, Karl
Last, Nick
Newby, David
Overstall, Keith
Regan, Andy
Silver, Dan
Smith, Graham
Strange, Ruth
Winton, Natalie
Club title/ group represented
Club Head of Communications and Public Affairs
16-21’s
Club Chairman
Chelsea Supporters Trust
Club Head of Concessions
Home ST holder
Chelsea Supporters Club
Club Director
Disabled
Over 65’s
Overseas supporters branch
UK branch
Club Marketing Manager
Club Head of Security
Independent Chairman
Chelsea Football Fancast
Club Head of Ticketing/ Head of Supporters’ Liaison
Member
Family stand
Apologies for absence
Alexander, Chris
Doherty, Tim
Gerrard, Carol
Neal, Matthew
Trapp, Goran
Trenter, Peter
Club Finance and Operations Director
UK branch
Away ST holder
CFCNet
Bonetti
Chelsea Supporters Group
(Action points are in italics and underlined.)
The Chairman welcomed new and returning Forum members. All members introduced
themselves.
MINUTES OF THE LAST MEETING:
There were no changes to the minutes.
FOLLOW UP ITEMS FROM PRIOR MEETING:
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European away matches
The Club has taken on board comments regarding the new European away ticketing collection
scheme. There will be a further meeting on 14th October which will be a debrief for fans after the
Porto match.
Meeting days and times
The independent chairman had written to fans asking for their input regarding midweek meeting
days and times. Most have replied that they don't want to start before 6pm and one replied
ideally not before 7pm. There was no particular preference regarding days of the week although
Fridays were not popular.
Shed Upper catering
The Club has changed round the catering outlets so home fans get the benefit of the better
facilities.
Star on a Stool events
The Club is looking to introduce more of these subject to player availability.
Big match fan gifts
The Club has passed on the request for scarves to be given out at big matches rather than flags.
Away scheme ticketing choice
The Club is happy to look into whether supporters can choose upper or lower tiers. When the
scheme started out guaranteed tickets were provided with no choice, then front, middle or back
tickets were offered. To now introduce upper or lower tier choices could be very complicated.
One possibility is that supporters don't have direct debits taken but choose and pay for their
preferred seat individually.
Supporter benefits from sponsorship deals
The sponsorship department said it always encourages sponsors to look at fan-related offers
and promotions but these are at the discretion of those partners. Over the coming months
supporters should keep an eye on the website and social media channels for various promotions
from current and new partners.
Disabled away ST holders
The Club confirmed it had informed those affected by this facility being withdrawn before the last
meeting and followed up the message after that meeting.
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PlayStation in the family section
They remain on during playing time but the Club has put signs up to remind junior fans there is a
match on!
Roof of the Matthew Harding Stand
The Club said that placing a jet wash on the roof was not possible due to the fragile nature of the
roof material, but it would continue to look at this. Given that there may be a ground
redevelopment this may not happen beforehand.
Liverpool and Chelsea fans at Earls Court
British Transport Police confirmed that a sizeable number of away fans gathered there after the
match in April. Some antisocial behaviour was noted. At 6:30pm there was a report of a
disturbance on the District Line there. Police boarded the train but there were no individual
complaints made and no other incidents of note were recorded. The Earls Court area is
advertised to away fans as a potential meeting-up point and police monitor it closely before and
after matches for potential disorder.
AGENDA ITEMS:
DUTIES AND RESPONSIBILITIES OF FORUM MEMBERS
The Club said that when it ran the election process the communications department made clear
to fans what the Forum is, what it isn't and what the Club would like to get out of the Forum. This
was reiterated when the new members were announced in Swansea programme.
The Club added it was of concern that personal complaints were raised last year on occasions
rather than issues affecting large numbers of fans. This is not the responsibility of fans on the
Forum. The Club would appreciate representatives initiating more dialogue with their
constituencies. The aim is to improve the match day experience for all. The meeting a fortnight
ago on European ticket pick-up was better in this regard as individual preferences were not
promoted to the detriment of benefiting fans as a whole. As a result testing questions were
asked of the Club and the Club appreciated that.
The independent chairman reminded supporters that if they have smaller issues to raise then
please email the Club when it occurs as these can be rectified quickly. Supporters were also
requested to write and suggest larger topics for future discussion at meetings. The second
meeting will encompass ticketing but other topics can be discussed as well.
The Club commented that it would be happy to add additional meetings if there is sufficient
demand for discussions.
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STADIUM REBUILDING
The Club recommended that Forum members attend consultation presentations. It is important
that representatives understand the process.
The Club has received emails and is aware of social media conversations regarding ticket prices
at the rebuilt stadium. The rebuilt stadium is intended to provide new opportunities for fans and
is for their benefit. One representative commented that his constituency had raised concerns
about this issue including pricing at any temporary venue.
A new stadium is at least several years away so there's no point in lobbying for ticket distribution
and ticket pricing issues at the moment. The Club is not considering those issues now and there
will be lots of consultation nearer the time.
Asked why the drawings or plans were not put on the Club website the Club said that
presentations are by invite only to ST holders, Club members and local residents. This is
because the Club wants these groups to come along and see the presentations and take part in
the consultation process in person, rather than just look at the pictures online. The appropriate
time for showing these online would be at the planning stage. The Club would not wish to jump
the gun on any planning process..
The Club was asked why there couldn't be a covered walkway up to West Brompton to help
access and egress for the new stadium. The Club said this is the type of issue some fans are
asking at the consultation presentations and will have been covered by the project team.
Asked about a temporary venue to play games during a rebuild the Club said it is looking at
options for a temporary move but there haven't been definitive talks. No deal has been done. A
ground share would not be popular with fans most likely.
POSTING MATCH TICKETS
The Club is concerned at the amount of touting outside the ground. Most touting is online
though. The Club does a lot to counter this including seat checks on the day and following up on
online sites. The Club employs a couple of staff just to focus on this one issue.
On average 200 to 250 memberships are cancelled each match as a result of investigations by
the Club. These are memberships obtained just to re-sell tickets. The Club would like to
introduce a change to the current system of selling and providing tickets two to three matches in
advance. Around 400 to 600 tickets may be in the hands of touts at any one time under the
current system . Going forward therefore the Club will be sending out match tickets 18 days
before a match day. The Club believes this is a better balance. This will start with the Aston
Villa match.
The Club is also pleased to report that this season they believe there will be more action taken
by the police outside the ground regarding touting. There have already been several arrests at
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the first two home matches of the season.
One supporters club representative said the new timing would be fine as a number of their
members only ask for tickets nearer the match day.
ANY OTHER BUSINESS:
Porto tickets
The Club said it has identified a location for ticket collection about five minutes from an
underground station on the line that goes to the stadium. It's on the way in from the airport and
about a five minute walk from the central area. The Club has use of the whole venue and eight
ticket office staff will be on hand as well as four security staff. The Club will try and open the
afternoon and evening the day before the match as well as match day itself.
Juniors buying senior tickets
The Club confirmed that the policy is like for like so only juniors can buy junior tickets and only
seniors can buy senior tickets.
Adults in the family area
One supporter commented that there was a concern about the large number of adults there. The
Club confirmed that no more than two adults can sit with one junior. The Club tries to catch
those who misuse use the system.
The Club confirmed that any queries emailed to representatives regarding ticketing can be
forwarded to the Club for them to respond to. The independent chairman confirmed that
representatives don't have to respond to emails that are not Forum issues.
Sound system
One representative commented that she was told about a problem with the sound system by
someone sitting in the West Upper for the Swansea match. This was excessively loud. The Club
confirmed that the decibel level was changed thereafter.
Online booking
One representative raised the issue that the online system will not allow an adult ticket to be
bought with a senior ticket. The Club responded that it is looking into this.
Loyalty points
It was suggested by a representative that all away matches with a small allocation should be
sold on loyalty points. The relative demand for tickets will be greater for at Bournemouth away
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than, say, Arsenal away. The Club responded that the policy is not set in stone regarding which
matches are sold on loyalty points. There is intentional flexibility. The UK away scheme was
reduced due to the Bournemouth allocation – we will probably get about 1200 tickets.
Fiorentino friendly
One representative mentioned the hospitality ticket price for Fiorentino went down between 8th
July and 1st August. This was unfair to those who had purchased early.
The Club will investigate this.
Discount for away matches
It was raised that the discount for travel doesn't benefit those who don't live close to the
departure sites. The Club said there would be a discount on four or five matches this season and
travel would be down to £10 return. The Club looked at reducing all match tickets which would
have resulted in only about £2 less per game. This way we can have a saving of £60 to £70 in
travel per fan. We've never taken so many coaches to away matches as we do now.
The Club added that about £500,000 would be provided towards ticket reduction or away travel.
There is a bigger benefit if it's applied to travel. The Club is trying to strike the right balance. One
representative added that the junior ticket at Manchester City is £48 so these reductions are very
welcome.
Abolition of the away ST
An email had been received about this for discussion next time with other ticketing issues.
West Stand ramp access for the disabled
It was mentioned that those in wheelchairs were having problems accessing the West End due
to able-bodied fans being in the way. The Club responded there are separate entrances at each
end of a long corridor where non-disabled fans don't enter. There shouldn't be a problem for the
non-disabled therefore. The problem may be on the concourse. Another representative
commented that there doesn't seem to be a problem there.
Matthew Harding access for the Swansea match
It was raised that there was a half hour queue to get in there due to a problem. The Club
responded that the issue was a power cut on the day which brought the system down.
Away ST scheme
It was requested that those in the away scheme be allowed to buy more than four tickets
together. The Club said that the rule in place is for four tickets maximum each which means
there is consistency between all ticket sales.
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The Club can still try and sit groups of more than four together on request though each purchase
must be a maximum of four. The Club is looking to reduce the number of friends and family.
Chelsea TV
The Club will consider including more fans on Chelsea TV.
Supporter club member loyalty points
It was raised that the loyalty points system for supporters clubs seems unfair regarding the
December and February requirements. The Club responded that this is best discussed in more
detail at the supporters club meeting in October. The problem is the number of tickets requested
over all. Loyalty points needed by a supporters club member are fewer than for non-supporters
club members.
Emails for ticket sales reminders
The Club now does this.
Breakdown of away tickets
In response to a question the Club confirmed that hospitality supporters receive 10% of the
allocation. This is as set out in the policy.
The meeting finished at 7:20pm.
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