Customer Charter

York Stadium Management Company (“SMC”) actively welcomes constructive feedback from users of the stadium both positive and negative. We believe this helps us to deliver an improved and more effective service.

In this customer charter we outline the minimum standards of service that all stadium users can expect.

For equivalent details of the specific policies and standards for York City Football Club and York RLFC, please visit their respective websites.

Consultation, Information & Communication

The SMC formally meets its various stakeholders on a weekly, monthly, quarterly and annual basis each year to discuss significant issues relating to stadium users in respect of match day operations, the provision of ticketing and the overall condition of the facilities generally. In addition, the SMC communicates with its stakeholders on a regular basis through forums and via the website.

The SMC publicises its position on major policy issues on its web site - www.yorksmc.co.uk

The SMC administers the ticketing policy on behalf of its users. For details of the respective policies for York City Football Club and York RLFC, please visit their websites.

The SMC monitors all its social media sites for responses/comments to gauge opinion.

The SMC continues to develop ways to consult with commercial partners, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents.

Data Protection

The SMC recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is stored confidentially in accordance with the General Data Protection Regulation (GDPR) and in line with the SMC’s Privacy Policy.

It includes, but is not limited to the following principles:

·       All data is stored and transferred securely with access restricted to necessary users. All supporter data is processed fairly and lawfully for limited purposes and in an appropriate way. Supporters do have the option to “opt in” of both club and third party communications.

·       Supporter data will not be shared with third parties, unless prior notice or consent is given and agreement received from individual supporters. All information stored by the SMC or shared with 3rd parties in accordance with the above statement shall be stored in the European Economic Area (EEA) unless explicitly stated otherwise at the point of data collection.

·       Should any update be made to the Privacy Policy or a decision made that may impact the privacy rights of a data subject, communication will be made in advance of the change being implemented.

·       Further information on the club’s Data Protection Policy can be requested from the SMC by contacting info@yorksmc.co.uk

Dedicated Areas of the Ground for Families

The SMC administers match day fixtures on behalf of, and in consultation with, the users of the stadium. Any designated family areas allowing the user club to create a family atmosphere on matchday will be agreed on a match by match basis with those users.  Where a user identifies a family area, it will advise supporters accordingly through its own communications.

Equal Opportunities & Equality Policy

The SMC is an equal opportunities employer.

SMC’s commitment is to promote inclusion and to confront and eliminate discrimination and to encourage equal opportunities. All employees and other individuals will receive equal treatment regardless whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership, race, nationality, ethnicity, religion or belief, ability or disability, pregnancy and maternity. These are known as ‘protected characteristics’ under the Equality Act 2010.

Helping Us to Help You

We welcome feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer. Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the SMC with any suggestions or feedback of a positive nature please contact us on info@yorksmc.co.uk.

If you would like to make a complaint please contact us on info@yorksmc.co.uk.

Alternatively, you can write to the Customer Services Department, York Stadium Management Company, Kathryn Avenue, Monks Way, York, YO32 9AF.

In order to receive a full response regarding your query or complaint, you must contact us via the above process. We will not respond to any query or complaint that has not been received in any other format.

We will log and acknowledge your comments and ensure that you receive a full response from the relevant Department within 7 workings days from receipt of your communication. If your complaint/query requires further investigation, the SMC will advise accordingly. Please note that if a query or complaint is being investigated further it may take up to 21 working days to receive a full response.

If you are unsatisfied with our response please make further contact with us via the methods above. We will investigate your complaint further based on the evidence you supply and, where appropriate, consult with our stakeholders in the first instance. You will receive an initial response within seven working days and a full response within 21 working days thereafter.

We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the organisation. Complaints are reviewed on a weekly basis to identify any systematic trends and/or failings which may indicate a need to make immediate interventions.

Support for Disabled Fans and their Helpers

The Community Stadium provides a number of wheelchair and ambulant spaces for events held at the stadium. Wheelchair bays are located in the North, South and West stands. To allow for easier access, ambulant spaces are situated in designated areas within those stands. Alternatively, ambulant disabled supporters can choose to sit in alternative areas.

The pricing of tickets for disabled fans is set by the respective users of the stadium. For further details of the prices for York City Football Club and York RLFC, please visit their respective websites.

For SMC events, our disabled policy is based solely on eligibility to claim Disability Living Allowance (DLA). In order to purchase tickets, all disabled fans must provide proof of disability. The required proof is a current copy of their entitlement to the care and/or mobility component of the Disability Living Allowance (DLA) or entitlement to the Daily Living and/or Mobility component of the Personal Independence Payment (PIP). Please note, the copy must be in date at the time of applying for tickets.

Arrangements for the use of headsets for visually impaired supporters should be made by contacting the respective clubs’ disability officer.

Our disabled toilets are operated with radar keys, which can be obtained on matchdays from designated stewards. Accessible car parking is available for use by Blue Badge holders within the Vangarde site – any specific request for disabled parking should be made when reserving your match day ticket(s) for events.

Safeguarding

The SMC acknowledges the duty of care to safeguard and promote the welfare of children and adults at risk and is fully committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and the respective governing bodies of the stadium users.

For SMC events, we will make sure that all children, young people and adults at risk have the same protection regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity.  Ticket holders under the age of 14 must be accompanied by an adult over the age of 21. Unaccompanied children under the age of 14 years will not be admitted into the stadium.

All staff and volunteers will receive training and support in the delivery of the safeguarding policy and procedures to ensure we maintain a safe and positive environment and are empowered to listen to concerns and act accordingly.

For further details of the safeguarding policies for York City Football Club and York RLFC, please visit their respective websites.

Safety at the LNER Community Stadium

The SMC ensures that the LNER Community Stadium adheres to all pertinent safety regulations set out by The Sports Grounds Safety Authority and other statutory bodies. The SMC’s Ground Safety Officer meets regularly with the Safety Team and allows members of the Safety Team to be present at any match in line with their monitoring process.

Our matchday stewards have received comprehensive training on fire, first aid, general health & safety procedures and customer service to a minimum of NVQ Level 2 in Spectator Safety. We take the issue of racist abuse, actions causing offence, language causing offence and unreasonable or offensive behaviour seriously and in an attempt to eradicate this problem, we train our stewards to be extra vigilant of any offenders.

If a spectator continues to contravene these regulations action will be taken in accordance with the our policy to:

·       Immediately investigate the matter

·       Contact the offenders

·       If necessary, dispatch undercover representatives to observe and gather evidence

·       Report the offence to the police

The SMC and North Yorkshire Police have a disciplinary process and behavioural agreements are issued to offenders only once.

Spectators who contravene the Stadium’s Ground Regulations may face ejection from the stadium and be arrested by the Police. Any spectators finding themselves in this position will be contacted by the SMC and/or the respective sporting club(s), advising they are suspended from attending further fixtures at the stadium until the matter has been resolved. They are requested to write into the Ground Safety Officer with their version of events, after which time a police check will be requested. Where appropriate, the spectator will be invited to attend a meeting to discuss the issue in person where club representatives may also be in attendance. In all proven cases, the spectator will be suspended for a number of fixtures held at the stadium (regardless of the competing teams). SMC advises the clubs that anyone entering the field of play will automatically receive a minimum one-year ban.

In accordance with best practice at other high-profile sports stadia, the SMC is committed to banning anyone in possession or letting of a “pyro” device in the stadium for three years.

The SMC will work with supporters and the respective clubs to overcome many of these problems; our aim is to ensure a safe, enjoyable and positive atmosphere at all fixtures at the stadium.

If you wish to report an offence you can contact the Ground Safety Officer by post to Safety Officer, York Stadium Management Company, LNER Community Stadium, Kathryn Avenue, Monks Way, York, YO32 9AF or by email at info@yorksmc.co.uk.

Any problems are dealt with in complete confidence and in accordance with our policies.

Ground Regulations

For full ground regulations CLICK HERE

No Smoking and Anti-Social Behaviour Policy

The SMC operates a strict ‘No Smoking Policy’ including electronic cigarettes and smoking implements, within all areas of the stadium. For the avoidance of any doubt, no spectator leaving the stadium during a fixture to smoke outside the turnstiles will be readmitted into the stadium.

Drinking of Alcohol within the Stadium

The SMC ensures that full compliance with governing body regulations is adhered to in respect of drinking alcohol in sight of the playing area for all fixtures held at the stadium. More specifically, and working in consultation with York City Football Club and York RLFC,  the drinking of alcohol at will not be permitted in sight of the pitch for all football fixtures (regardless of the stadium user) at the stadium, however it will be for all rugby league fixtures. Aby subsequent changes in this policy moving forward, or applicable on a match by match basis, will be communicated via the SMC’s website and the relevant sports club(s).

Matchday Incident Text Service

Any fan who wishes to anonymously alert the club to anti social behaviour in the stadium please use the matchday text service and the SMC will address any issues on the day.

Flags

Working alongside the stadium user sports clubs, the SMC may permit static supporter flags to be brought into each fixture. In addition, we may also consent for visiting fans to bring their flags to LNER Community Stadium providing they have the correct certificates, providing they meet the following criteria:

·       Small handheld banners and flags will be allowed through the turnstiles in the North and South Stands on a matchday and will be checked by the turnstile operators on entry - any flags that are deemed to contain offensive, or potentially inflammatory, content will be confiscated.

·       Larger flags (1 meter) will need to be pre-authorised by the SMC in order to comply with ground health and safety regulations. No poles will be allowed inside the stands at the LNER Community Stadium. Any flag over the dimensions of 5ft by 3ft would be classed as an extra large flag and these must strictly be agreed in advance with the SMC and will be stored at the LNER Community Stadium.

·       All flags must carry a fire rated certificate.

We hope that this initiative will be well received by all fans and supporter groups alike.

Contact Us

Please note: our standard office hours outside of match days are Monday to Friday, 9:00am to 5:00pm.

Our Ticket Office opening hours are available here

Our contact address is:

York Stadium Management Company

LNER Community Stadium

Kathryn Avenue

Monks Way

York

YO32 9AF

Our email address is: info@yorksmc.co.uk