Fans Charter
Overview
Sheffield United Football Club is committed to providing its supporters with outstanding facilities and excellence in service. The Club aim to identify and improve important areas of service to supporters and its customers. Systems are in place to measure service performance.
We believe fully in involving supporters in decisions that affect them through a full and proper consultative process.
- The club continues to develop ways to consult with its supporters on a regular basis, by means of periodic forums, questionnaires and focus groups, and close liaison with the Official Supporter's Club.
- The Club openly participates in Football League, academic and fan driven customer surveys.
- The Club publicises its position on major policy issues in match day programmes and on the club web site.
- We give the earliest possible notice of any changes to ticketing policy and the reason for the changes.
- The Club continues to explore ways to consult with shareholders, sponsors, local authorities and other interested parties.
Sheffield United Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
The 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.
The club supports the Football League and the Football Association in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
Customer Care Service
Customers are encouraged in the first instance to take up their query, complaint or concern with the relevant department of the Club.
Supporters can visit the Club between 9am - 5pm on Monday to Friday to register issues with the relevant Department Head. In their absence a member of their staff will deputise.
If the matter cannot be resolved verbally the issue should then be submitted in writing to the Customer Services Manager.
- Letters should be addressed to:-
Customers Services Manager
Bramall Lane
Sheffield
S2 4SU.
- E-mails should be sent to info@sufc.co.uk for the attention of The Customer Services Manager.
- Faxes should be sent to the Customer Services Manager on 0870 787 3345.
- A Customer Complaint Form is available from reception.
The Customer Services Manager will liase with the relevant department and ensure that your correspondence is answered promptly.
All correspondence will be answered within 14 days of receipt.
All complaints submitted in writing will be logged on a database. The name and address details of the supporter or customer, the date and time of the complaint and the nature of the complaint will be recorded, as will any remedial action taken.
If the supporter is unhappy with the reply they can refer the matter to the Club Chairman. If they remain unhappy, they can submit the matter to the Football League who will evaluate the issue and, if deemed appropriate, raise the matter with the club.
The Club will provide the Independent Football Commission details of complaints, submitted in writing, received for each season.
Staff Conduct
All staff whether full time, part time or match day staff have a duty to act as ambassadors for Sheffield United Football Club with a duty for supporter care and attention.
If a supporter has a problem with any member of Sheffield United Football Club staff, the matter should be referred in accordance with the procedures outlined above.
- An Equal Opportunities Policy operates at Sheffield United Football Club. The Club does not allow discrimination against any individual or group on the basis of sex, age, religion, race, nationality or disability, nor does it permit harassment of individuals.
- Sheffield United Football Club is committed to briefing staff on key issues so that they may answer the majority of supporters' queries. If they are unable to do so they will refer the matter to their supervisor.
- Sheffield United Football Club strives to provide customers and supporters with quality, value and service. Our staff are committed to developing and maintaining a lasting relationship with our customers. We aim to manage that customer relationship and to make it core to what we do and how we do it.
- We actively search for ways to improve facilities, merchandise and service in a continuing drive to make every visit to Bramall Lane efficient and enjoyable for our supporters, whose loyalty is recognised and appreciated.
Supporter Conduct
The Club wants supporters to be part of the passion at Bramall Lane in a safe, secure and enjoyable environment. The Club is committed to preventing people from behaving in a manner likely to jeopardise the safety or enjoyment of others, and from bringing discredit to Sheffield United Football Club.
If the Club becomes aware of any person having been convicted of a football-related offence or having been in breach of any the Club's ground regulations, a decision will be made as to whether that person will be subject to a ban.
Each case will be judged on its own merits and the length of any ban will depend on the severity of the offence and/or the breach of the Club's ground regulations.
Merchandise
- The club undertake research on the design and number of new strips in conjunction with its manufacturers
- The length of sponsorship contracts may not always make this possible. In the instance of either a new shirt sponsor or kit manufacturer the club reserve the right to launch new replica kits before the existing kit lifespan has expired.
- Details of intended change of strips will be available from the Club retail outlets and on the web site as soon as they are known.
Returns & Refunds
The club offer refunds on merchandise, deemed to be defective, purchased in its official retail outlets in accordance with its legal obligations. Merchandise returned for other reasons will receive a full refund if:-
- a) Returned within 14 days of purchase.
- b) Returned with a valid receipt.
- c) Returned unused and in re-saleable condition.
In the event that a customer is unable to provide a receipt, the Club will exchange the item or provide vouchers to the current retail value (vouchers cannot later be exchanged for cash).
Community Activity
Sheffield United Football Club continues to develop ways of supporting the local community through partnerships, Football in the Community programmes, Blades Enterprise Centre, The Community Hall, Sheffield United Commercial and Promotions Departments, Study Support, Sheffield United Football Academy and other ventures.
Emphasis is on:-
- Our role as an important member of the community.
- Encouraging girls and boys of all ethnic groups to enjoy football, and to take a part in all football related activities, regardless of their level of ability.
- The active integration of the Club into the local community through player appearances, fundraising activities and supporting local charities and businesses.
Accommodating Away Supporters
The club recognises that it is appropriate for away supporters to be able to attend any match at Bramall Lane and will use its best endeavours to prevent a complete restriction being imposed on visiting supporters. Away supporters will be allocated seats unless the Police or Safety Advisory Group advises the Club otherwise.
Admission prices for away supporters will not be higher than those charged to home fans occupying the same or comparable stand, except on the four occasions permitted by Football League rules when ticket offers for home supporters need not be made available to away supporters. Concessionary rates will be available to junior supporters and senior citizens of visiting clubs.
No Standing
You may be aware that at away matches and in one or two sections of this stadium during home matches, supporters have been standing up persistently in seated areas.
We understand that many of you want to show your support and urge the team on - and we recognise supporters will stand at exciting moments in a game.
However, there are a number of reasons why we need to ask you to sit down if you are standing persistently during matches.
It can disrupt viewing for your fellow supporters
Often the people behind you will not be able to see.
This doesn't mean just one person in the seat behind you. Once you stand you prevent many people from having a full view of the pitch. Children and those who find it difficult to stand for any period of time, cannot see the game and it is unfair to deprive them of the opportunity to watch the match.
In some areas disabled people are affected and often have an extremely limited view of the game.
It may compromise your safety
When large numbers of people stand for any length of time the crowd inevitably spreads out. This can lead to the gangways and therefore the routes to the emergency exits and to supporters needing help, becoming blocked.
Our stewards need to ensure that the gangways are kept clear for the safety of all spectators. In addition to this, if just one person falls this can cause a 'domino effect' to occur and many people could suffer injury as a result. The slope of the stands and steps are constructed to seat spectators and of course there are no crush barriers in a seated area.
It might endanger your club's safety certificate
In order for the Local Authority to grant us a Safety Certificate we have to demonstrate that our supporters are adhering to the Ground Regulations. These regulations include ensuring that our supporters are seated.
Without a Safety Certificate this ground could not be used to stage football matches.
If the Local Authority were to decide that any areas of the ground were unsafe due to persistent standing they could impose certain conditions on our Safety Certificate that could have the following consequences.
The capacity of that area could be reduced considerably That area could be closed completely Certain rows could be removed from use, for example, at the front of the affected area.
It could reduce the number of tickets allocated to our club for away matches if supporters persistently stand at other grounds
Some Local Authorities have begun reducing away ticket allocations for supporters of clubs who persistently stand in seated areas. In one recent example, a Championship club had its allocation halved.
It can badly affect the team
You will appreciate that to run this club we need to generate as much income as we can. This helps to keep the club financially viable and helps us to strengthen the team.
Any reduction in capacity can have a significant effect on the club. When playing away from home the team needs as much support as possible - reducing our allocation and therefore the vocal encouragement provided for the players can give an advantage to the opposition.
Here at Sheffield United we are proud of the good support and excellent behaviour of our fans both home and away. Please be considerate of the other people in the ground who wish to sit down during play.
We value your support and want you to continue to enjoy great games here in the future. Sheffield United in conjunction with all other Football League clubs are keen to ensure that you understand why we are asking you to sit down and we hope that this information has been useful.
In short, please help us - and your fellow supporters - by ensuring that the Sheffield United stadium remains a safe and comfortable place for all.
Box Office
Win a Mini Season Ticket Competition
Any supporter purchasing a programme for the Burnley match (6/12/08) has the chance of winning a mini season ticket for the remainder of the 2008/09 season.
Simply check the back of your poster to see if you are a winner.
Terms and ConditionsThe original poster must be produced at the Ticket Office to claim the complimentary mini season ticket.
The complimentary mini season ticket is valid for any available seat in any available stand and for an adult or concession.
The free under 12 mini season ticket cannot be claimed in conjunction with this complimentary mini season ticket.
This prize cannot be exchanged for any other item or cash alternative.
The mini season ticket can be transferred to a friend or family member should the winner be unable to accept the prize.
Pricing
The Club is committed to the principle of maximising revenue for its football team by encouraging high attendances. A range of prices will apply to reflect demand in different areas of the ground and for the relative attraction of different matches.
Existing season ticket holders will have the opportunity to renew their season ticket at the best possible prices.
On line ticket purchasing is available on our web site.
Concessions
Concessionary tickets will be available in all areas of the ground to supporters who fall into the following categories;
- Persons aged 65 or over.
- Persons under 16.
- Students in full time education, on production of a Student Card.
- Unemployed supporters actively seeking work on production of ES40 Card.
Disabled Facilities
The Club will provide the following
- 55 Wheelchair Spaces
- 85 Ambulant Disabled Spaces
- 10 headsets, allowing the visually impaired to receive match commentary anywhere in the stadium
- The Disabled Liaison Officer can be contacted on 0870 787 1960 for further details of our facilities, and to provide assistance for the disabled and their carers
Membership
Sheffield United operates a membership scheme, including Junior Blades membership, which allows members to purchase match tickets at reduced rate. Full details appear on the web site.
John Street Family Stand
This stand provides 6000 seats and is open to home supporters accompanied by a child. A maximum of 2 adults to 1 child is allowed. A no smoking policy is in operation in this stand.
Refunds Policy
Only in exceptional circumstances will the Club offer a full refund upon cancellation of a season ticket prior to the commencement of the season (or pro rata refund once the season has commenced). Each request will be considered on a case by case basis.
In the event of a season ticket being forgotten or mislaid, then the full match day ticket cost must be paid at the Box Office.
For individual match tickets the club will refund the full cost of the ticket up to 168 hours prior to kick off. Within 168 hours no refund will be given
Tickets returned after kick off will not be refunded or exchanged.
Abandoned Football League Games:-
a) If a game is abandoned after spectators have entered the ground but before kick off, ticket holders are entitled to free admission to the rearranged fixture.
b) If a game is abandoned after kick off spectators are entitled to half price admission to the rearranged fixture.
Damaged, Lost or Stolen Season Tickets
Damaged Season Tickets will be replaced for a charge of £10, upon production of the damaged ticket.
Stolen Season Tickets will be replaced free of charge, upon production of a crime reference number.
Lost Season Tickets will incur the following charges for replacement:-
Junior Blades Under 10 - £25
Concession Season Ticket - £50
Full Season Ticket - £100
Cup Matches
The Club has a broad range of prices for cup matches and allocates tickets on a priority basis to season ticket holders, members, Blades Superdraw members, other categories and then the general public.
Season ticket holders will be given a period, dependent on time scale, in which to claim their own seats.
No discount on ticket prices can be given for cup matches unless agreed by both participating teams.
Away Matches
From time to time the Club may receive a restricted allocation of tickets for its away matches where it believes demand will exceed supply.
In this instance the Club will advise supporters through the web site and match programme on the priority policy for the match in question. Tickets may be limited to a specific number per person.
Restricted View Seating
The club will detail on match tickets those seats that have a restricted view.
These seats will only be sold when no others are available and at a reduced cost.
Gift Vouchers
Gift Vouchers are now available from The Ticket Office.
The Ticket Office Gift Vouchers are available in denominations of £5, £10 and £20 and are redeemable against tickets for any Home League Fixture, Home Season Ticket purchases and Club Card Membership subscriptions.
Please note that you are unable to redeem Gift Vouchers on any Cup or Friendly fixture due to the gate receipts being allocated to both teams and not just to Sheffield United.
Vouchers are not redeemable for cash and change will not be given.
Vouchers are non-refundable.
Vouchers can only be exchanged at the time of purchase either in person or via a postal application addressed to
Ticket Office, Sheffield United FC, Bramall Lane, Sheffield, S2 4SU
Our Values
- We run our business so that we comply with all statutory and regulatory requirements.
- We seize all opportunities to operate at the forefront of best managerial practice both on and off the pitch.
- The club endeavours to ensure that football at Bramall Lane is safe, affordable, accessible and entertaining.
- Our aim is to continually improve the stadium and facilities in which fans watch and participate in order to maximise the enjoyment level for both home and visiting supporters.
- We will consult with our disabled and sensory impaired supporters to ensure they have an active and meaningful role in the Club.
- We shall continue our policy of obtaining and listening to feedback from our supporters on all aspects of the Club's operations as a Football Club.
- The directors are accountable to shareholders, staff and supporters for the overall management, pursuit of excellence and corporate governance of the business.
Responsibility
The directors and management at the club are:
- OPEN : we lay out the agenda and are accountable for its delivery.
- RESPONSIVE : customer service is paramount.
- POSITIVE : in our quest for success at the highest level.
- INCLUSIVE : everyone can be involved with Sheffield United Football Club.
- PROFESSIONAL : the upholding of high standards of behaviour and integrity.
