Contact Details
Contact: Jennifer Christey
Email: disability@fulhamfc.com|
Tel: 020 8336 7420
Download our matchday information document| (Adobe Acrobat required)
INTRODUCTION
Fulham Football Club is committed to ensuring that its disabled supporters and visitors have as much access as reasonably possible to all goods, services and facilities provided or offered to the public by the Club.
The Club is committed to taking a proactive approach to ensure that the needs of its disabled supporters and visitors are met.
The Club is in dialogue with the FA Premier League and disability organisations to ensure that good practice methods are employed and legislative requirements are met.
ELIGIBILITY
A disabled person is one that has a physical or mental impairment which has a substantial and long term adverse effect on their ability to carry out day-to-day activities, or has had such impairment in the past.
The Club reserves the right to check a person’s eligibility under the Disability Discrimination Act (“DDA”).
The Club may request sight of one of the following documents:
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Confirmation of entitlement to the medium or higher rate care component of the Disability Living Allowance.
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Confirmation of entitlement to the mobility component of the Disability Living Allowance.
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Confirmation that the person is a holder of a Blue badge (with the person named as the disabled person).
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Confirmation that the person is a holder of an “I Count” card (with the person named as the disabled person).
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Confirmation from a Local Authority Social Services department that the person is in receipt of support services.
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Confirmation from a GP that the person is a disabled person with a recognised impairment that requires extra assistance.
MATCHDAY ACCESS AND SEATING
HOME WHEELCHAIR SPACES
The home wheelchair areas at Craven Cottage are in 3 separate sections of the ground. The total number of home wheelchair spaces is 31.
The first area is in Block KL of the Johnny Haynes Stand Lower which has a capacity of 11 wheelchairs and is situated in the corner near to the Putney End.
The second area is also in the Johnny Haynes Stand Lower in Block AL. This area has a capacity of 6 wheelchairs and is situated in the corner near to the Hammersmith End.
The third home wheelchair area is in the Riverside Stand, in Block S and has a capacity of 14 wheelchairs.
All the wheelchair spaces are under cover at the front of each stand. However, in the winter months these particular areas of the stands can be exposed to the elements. The seats for personal assistants are located either next to or behind the wheelchair space. Exit routes are in the corners of the stands.
VISITING SUPPORTER WHEELCHAIR SPACES
There are a total of 9 wheelchair spaces located amongst the visiting supporters in the Putney End, Block P7. 4 of these spaces are restricted view and, as such, their prices are reflective of this.
AMBULANT DISABLED SEATING
An area has been set aside for ambulant disabled supporters. This area is in Block KL of the Johnny Haynes Stand and has been chosen for its clear entry and exit routes.
This is the area that we recommend to any supporter who has concerns regarding their ability to leave the stadium in the event of an emergency. This area is under cover and sheltered, and is in close proximity to the disabled toilet. The escape route to Stevenage Road involves no steps and is approximately 20 yards from the pavement. Supporters should indicate on their ticket application if they wish to take advantage of this option.
WHEELCHAIR STORAGE / SHUTTLE SERVICE
There a two wheelchair storage facilities at the stadium located in the Riverside and Putney first aid rooms. These storage facilities may be reserved in advance on a first come first served basis by supporters who require the use of their own wheelchair to get to their seat but do not require a wheelchair space to watch the match. Both sites are stewarded at all times, however wheelchairs are stored entirely at the customer’s own risk.
In addition to this storage facility the Club has 2 wheelchairs available for use within the stadium should a supporter require transportation from the stadium entrance to their seat. Supporters must book this service in advance and arrive at least 30 minutes before kick off to meet one of the Club’s Disability Liaison Stewards who will escort them to their seat.
STADIUM PLAN
MATCHDAY FACILITIES
CATERING / RESTROOMS
There is a disabled toilet situated close to each of the wheelchair areas which can be accessed by using a RADAR key.
There are both mobile and fixed catering units located around the ground serving a variety of refreshments. Several of these units are accessible to wheelchair users and, in addition, a complimentary catering pre-order service is available 30 minutes before kick-off for pre match and half time delivery in each wheelchair area.
CORPORATE LOUNGES / BOXES
The corporate lounges and bars on the ground floor of the Riverside Stand (McBride’s, George Cohen Restaurant and Trophy Lounge) and Johnny Haynes Stand (Maestros’ Lounge) are fully accessible to disabled supporters. The 1st floor corporate boxes situated on the corner of the Riverside and Johnny Haynes Stand are accessible to ambulant disabled supporters. However, we regret that corporate boxes are not accessible to supporters in wheelchairs due to the number of steps involved.
Hospitality packages can be purchased in addition to match day tickets, but will not be subject to a reduced rate. The Commercial team can be contacted on 020 8336 7555 for more information.
ASSISTANCE DOGS
Assistance dogs are admitted to the ground. The Club should be notified in advance of the game by contacting the Club’s Disability Liaison Officer (“DLO”), so adequate provision can be made. It may be necessary for the Club to decide the most appropriate location in the ground for the supporter to sit.
INDUCTION LOOPS
Induction loops are fitted at all fixed catering units and in the main reception at Craven Cottage.
CAR PARKING
Complimentary car parking is available upon request to both home and visiting disabled supporters. As spaces are limited, match-by-match parking can only be reserved on a first come first served basis from 7 days before the date of the fixture.
Due to the proximity of the car park to the stadium a fully accessible shuttle bus is in operation both pre and post match. Drop off and collection points and timings may vary depending on Traffic Management Order restrictions.
Away Travel The Club has an accessible minibus that is in operation for most away matches; spaces can be booked when purchasing away tickets and are reserved on a first come first served basis.
In the event that there is not sufficient demand for the use of the minibus the Club reserves the right to not provide the service on some occasions.
AUDIO COMMENTARY
The Club has 10 radio headsets available to visually impaired supporters. Headsets must be reserved in advance of the game through the DLO. A credit or debit card number will be required and users, or their personal assistants, must give written consent agreeing to cover the cost of the headset should it not be returned.
RETAIL OUTLETS
The Club has one store at Craven Cottage, selling replica kit and accessories. Unfortunately, due to layout constraints the lower sales floor is not accessible to wheelchair users.
There is also one mobile unit located on the corner of the Hammersmith and Riverside Stands on a match day which is accessible to wheelchair users and a unit located in the Johnny Haynes Stand under-croft which is accessible to ambulant supporters.
The main Club store is located on Fulham Palace Road. The shop is accessible at street level, however due to layout constraints the lower and upper floors are inaccessible to wheelchair users.
To overcome the access restrictions in both stores a complimentary personal shopping service is available for all disabled customers.
Alternatively, merchandise can be purchased on line by visiting the Club’s website www.fulhamfc.com or by telephoning Fulham Direct on 0870 442 1223.
TICKETING
TICKETING POLICY
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 will adopt a system of concessionary ticket prices tailored to its disabled supporters. 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 in the stadium and/or could not attend a match without personal support.
Should an existing season ticket holder become disabled they may apply for a transfer to a designated disabled viewing area. Where possible, the Club will aim to accommodate such a request.
If after considering all possible reasonable adjustments the Club concludes that it is unable to provide a space then priority consideration will be given when a space becomes available.
BUYING TICKETS
Whilst all Supporter Centre staff are able to deal with requests from disabled persons a designated member of staff, Tracey Hubbard, has been allocated to provide a more comprehensive service.
Any person wishing to purchase a ticket with a disabled discount should purchase from the Supporter Centre directly either in person or by post. Confirmation of eligibility should be produced or sent as appropriate.
Tickets can also be provisionally booked via telephone, email or text phone but will not be processed until confirmation of eligibility is provided.
The Club is currently investigating a system whereby tickets can be purchased via our website.
TICKET PRICES & SALES
The Club will operate a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.
Season Tickets There is a 50% concession available to disabled supporters. This should be mentioned on disabled supporters’ renewal/application forms and a current document should be enclosed to confirm they are a disabled person, as indicated on page 1 of this Policy.
For ambulant disabled supporters the discount will be available in all seating areas at the Cottage and will not be restricted to the recommended Block KL.
The only exceptions to this are Johnny Haynes Blocks E, EL, F, FL and Riverside blocks X, T, W, WL, V and VL. Both seasonal and match by match tickets in these areas of the stadium are not subject to a 50% discount.
MATCHDAY TICKETS
Home Games Tickets for individual matches may be purchased as follows:
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Tickets for Season Ticket Holders on sale approximately 6 weeks prior to the gam
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Tickets for the Fulham Members’ Club go on sale 48 hours after they are released to Season Ticket Holders
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General Sale dates published on a match by match basis
The available wheelchair spaces are sold on a first come, first served basis, with a waiting list run in the event of a game being oversubscribed.
As with season tickets, a 50% concession is available to all disabled supporters for tickets purchased on a match by match basis with the exception of those blocks stated above.
Away Games Wheelchair tickets for away matches are sold, in the first instance, to season ticket holders then to Members on first come first served basis with any remaining tickets going on general sale. In the event that any game is oversubscribed a ballot will take place for the available tickets.
All other tickets are sold in accordance with the Club’s general ticketing policy.
PERSONAL ASSISTANTS
A personal assistant may accompany a disabled supporter free of charge, however the Club reserves the right to request evidence to support this where necessary.
In line with the Club’s general ticketing policy concerning the minimum age that a child is permitted to attend a match unaccompanied, personal assistants who accompany disabled supporters under the age of 13 years will be required to pay for a full price adult ticket.
VISITING SUPPORTER TICKETS
Tickets for the Putney Stand away wheelchair area will be dispatched to the visiting team for their distribution. This area is located in Block 7 of the Putney Stand.
Putney Stand Block 7, Row L, Seats 149 to 169 is reserved for ambulant disabled supporters. This can be accessed via the wheelchair area and does not involve climbing any stairs. Seats 165-169 are restricted view.
In addition, Putney Stand Block 7, Row W, Seats 149 to 176 and Row R, Seats 145 to 155 are accessible to ambulant supporters via 2 steps.
The visiting club is notified of this availability and should distribute tickets accordingly.
MATCHDAY INFORMATION
A match day information sheet detailing facility information for disabled persons is distributed with all disabled tickets.
OTHER INFORMATION
STAFF AWARENESS
The Club is committed to ensuring that all Senior Managers and appropriate “front line staff” are aware of their responsibilities in regard to disability, equality and the provisions of the DDA.
The Club publicises to its staff that any incident of discrimination is a serious matter and will be dealt with under the Club’s People Management Policy.
COMMUNITY ACTIVITY
The Fulham FC Foundation currently delivers regular coaching sessions for disabled young people and adults across a range of sports. In the 2009/2010 season the Foundation coaching team supported 462 disabled people, for an average of over 16 hours each, to participate in sport.
Along with regular coaching sessions in Kingston, Merton, Hammersmith and Fulham, and North Surrey the Foundation hold special events such as tournaments, visits and holiday courses.
The Foundation currently works with the following impairment groups on a regular basis: Learning Difficulties, physical impairments, Deaf/Hearing Impaired, Down’s Syndrome, Autism and adults with mental health issues.
For further information, contact the Fulham FC Foundation at foundationinfo@fulhamfc.com| or 0870 442 5432.
GRIEVANCE PROCEDURES
The Club has a grievance procedure in place and guarantees to its disabled supporters that any complaints of discrimination will be dealt with quickly under that procedure.
In the first instance any issue should be raised with the Club’s DLO.
In conjunction with the supporter the DLO will establish the following:
The DLO will maintain constant dialogue until such time as the matter has reached a reasonable outcome.
Should it be felt that the grievance has not been satisfactorily settled within the specified timeframe then the matter should be raised with the Club Secretary.
The Club Secretary, having considered all the circumstances, will establish the most appropriate way of taking the matter forward.
ALTERNATIVE FORMATS
Copies of this document are available upon request in large print or audio formats. Should you require this Policy in an alternative format, please contact the Club’s DLO.
DATE AND REVIEW
This policy is applicable to Season 2010/11 and is under constant review. A revised policy will be drafted in July 2011 for use in the following season.
CONTACT INFORMATION
Jennifer Christey - Disability Liaison Officer
Tel: 020 8336 7420
Fax: 020 8336 7526
Email: disability@fulhamfc.com|
Tracey Hubbard - Deputy Supporter Centre Manager
Tel: 020 7384 4716
Fax: 020 7384 4810
Email: thubbard@fulhamfc.com|
Tommy Guthrie - Supporter Relations Manager
Tel: 020 8336 7477
Fax: 020 8336 7548
Email: tguthrie@fulhamfc.com|
Andrew Nippard - Vulnerable Adults Safeguarding Officer
Tel: 020 8336 7542
Fax: 020 8336 7574
Email: anipparn@fulhamfc.com|
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Stadium
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Training Ground
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Craven Cottage
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Motspur Park
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Stevenage Road
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New Malden
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Fulham
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Surrey
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SW6 6HH
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KT3 6PT
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Fulham Main Number 0870 442 1222
Text Phone 020 8336 7558
Club Website www.fulhamfc.com|