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SUPPORTER CHARTER 2016/17 SEASON SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION Throughout its proud history, we have built a deep, This charter provides information about the lasting kinship with communities in Manchester and Club’s services, values and approach to supporter in cities further afield. The supporters show it in their engagement and communication. It outlines our WELCOME unwavering passion for the Club; we show it through principal commitments and policies, including those our dedication to building, for them, a successful and for ticketing to ensure transparency and accountability. sustainable football club for the future. At Manchester City we are immensely proud of the steadfast support we receive and we remain committed to working closely with our supporters in order to further our footballing ambitions. It is a responsibility that the Club is honoured to carry out. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION The CFA is home to all of Manchester City’s football teams of both genders and all age groups. Two thirds CITY of the 16.5 pitches on site are dedicated to youth development, where players are supported by tailored FOOTBALL coaching and education facilities, medical and sports science services, sleeping accommodation and ACADEMY parents’ facilities. (CFA) The CFA contains: • 12.5 youth development football pitches THE CITY FOOTBALL • 4 First Team football pitches ACADEMY (CFA) IS • Player accomodation facilities MANCHESTER CITY’S YOUTH • 7,000 capacity Academy Stadium DEVELOPMENT AND ELITE The CFA also accommodates the majority of TRAINING FACILITY, Manchester based staff in one connected operational ADJACENT TO THE ETIHAD base and is a global headquarters for those in the wider City Football family, which now includes sister clubs STADIUM IN THE HEART OF New York City FC, Melbourne City FC and Yokohama EAST MANCHESTER. F. Marinos. The project, which has the overwhelming support of the local community, was underpinned by ambitious local recruitment and supply chain targets both of which were achieved, significantly up-skilling the local community and making a positive economic impact on the surrounding area. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION 25% of the 70% local workforce was drawn from the East Manchester area with 10% of people on site previously unemployed. A further 95 trainees and apprentices were employed and worked towards professional qualifications. The City Football Academy also achieved the highest possible environmental rating – the gold standard under L.E.E.D. guidelines, with low carbon, low water and low waste measures being employed to minimise the impact on the environment and encourage local bio diversity. The remediation alone of the 80-acre site by the Club had a positive environmental impact, turning a vast tract of land, polluted by years of heavy industrial use into clean terrain with 2000 trees planted on and around the site. The Club also donated £3 million pounds to the creation of public swimming facilities in the local East The Club enjoys a long-standing and mutually Manchester Leisure centre and made the bridge, supportive relationship with Manchester City Council connecting the City Football Academy to the Etihad and the Greater Manchester Community. Consistent Stadium, a public right of way for use by its fans and with this and in addition to the Club’s existing and the wider community. ongoing City in the Community Scheme which touches 40,000 lives a year, the Club donated 5.5 acres of remediated land within the CFA on which the Connell sixth form college was built and a pitch for use by the local community. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION CITY PROMISE SUPPORTER We have designed the City Promise to extend to the thousands of staff throughout the organisation who MATCHDAY SERVICES are employed every matchday, including stewards and catering staff, whilst also being applicable to all EXPERIENCE WE ARE PROUD TO permanent club employees. If your matchday experience is not as it should be and you are concerned by a certain HAVE DEVELOPED AND 1. We will give you a warm and friendly welcome situation, there is an issue you’d like to talk IMPLEMENTED THE CITY about or you have a complaint please speak 2. We take pride in ourselves and our surroundings PROMISE, AN INNOVATIVE to a steward or a uniformed member of staff. We find that most concerns or complaints can 3. Your safety is our priority SERVICE INITIATIVE be resolved at the time of the initial problem. AIMED AT MAKING A VISIT 4. We will go the extra mile to help you TO THE ETIHAD CAMPUS If your issue or complaint cannot be resolved 5. We want you to enjoy your day at Manchester City on the day or is concerning another matter, THE BEST EXPERIENCE IN please contact a member of the Supporter WORLD FOOTBALL. This is a big challenge and we know that we’ll only Services Team on the next available working get better by listening to our supporters. We need day on +44 (0)161 444 1894 (option 1, option 3). to know what’s important, where we’re performing well and where we need to improve. To do this, we invite supporters to share both positive and negative feedback via our supporter services information portal at mancity.com/help SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION Step 1: Step 3: COMPLAINTS Contact the Supporter Services Team and we’ll try If you’ve followed steps 1 and 2 but we’re still unable Sometimes things don’t work as we expect them to. to put things right straight away: to reach a conclusion, the Supporter Services Team If that happens then we’re sorry, we’ll do our best will pass your concerns over to our Head of Supporter to put things right as quickly as we can. Please call us • Call: +44 (0)161 444 1894 (option 1, option 3) Services for review. We’ll take another look at everything as soon as it’s convenient. Most problems get resolved that’s happened up to this point, and then provide a straight away, but we’ll keep you informed while we • Visit: mancity.com/help final response that explains our conclusive position. look into your concerns. • Write: Supporter Services, Manchester City Step 4: If you’d still like to make a complaint, this is what Football Club, Etihad Stadium, Etihad Campus, will happen: Manchester M11 3FF We hope there won’t be a need to move on any further - we really do want to put things right if they’ve gone Step 2: wrong. But if, after following our complaints process in full, you’re not satisfied with our final response letter We’ll do our best to settle your complaint within or we haven’t been able to resolve your complaint 10-working days. If it takes longer than this, we will tell within 8 weeks, then you can pass your complaint over you the likely timescale and keep you informed of our to Independent Football Ombudsman www.ifo.co.uk. progress throughout. When we have completed our investigations, we’ll explain what we’ve found and what Note: we propose to put things right. Retail Complaints: Please refer to the Retail & Merchandise section. Appeals to Stadium Bans: Please refer to the Ground Regulations section. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION CONTACT US We are extremely proud of our relationship with our supporters and constantly strive to improve the day to day interactions with the Club, and the matchday experience. You can contact the Supporter Services team on +44 (0)161 444 1894 (option 1, option 3), through our online FAQ at mancity.com/help or via Twitter @mancityhelp. We are open Monday to Saturday 9am to 5pm (closed Sunday and Bank Holidays) and open for all first team home matches. You can also write to us at: Supporter Services, Manchester City Football Club, Etihad Stadium, Etihad Campus, Manchester M11 3FF. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION COMPETITIONS MANCHESTER CITY IS A MEMBER OF THE FOOTBALL ASSOCIATION AND THE PREMIER LEAGUE. OUR FIRST TEAM WILL COMPETE IN FOUR COMPETITIONS DURING THE 2016/17 SEASON. We also enter teams in the Premier League FIXTURE DATES International Cup, Barclay’s Under 18s and Under 21 Premier Leagues, Women’s Super League, WSL The dates of certain matches may change, often due Continental Cup and Women’s FA Cup. These matches to TV broadcast or Cup commitments. We will make are played at the Academy Stadium. Fixture details for every effort to announce any changes through the all of the teams can be found at mancity.com/fixtures Club’s main communication channels including the website, matchday programme and social media. We may on occasion send direct emails or an SMS to supporters so it is important that you keep the contact details on your account, up to date. Ultimately it remains the responsibility of the supporter to ascertain the rescheduled match date and kick off time. SUPPORTER CHARTER 2016/17 SEASON GUIDANCE NOTES FOR SUPPORTER ENGAGEMENT AND COMMUNICATION IMAGE CONSENT MATCH THEMES – PHOTOGRAPHS Some matchdays can be themed, either for the purpose of specific opponent or AND FOOTAGE competition, or to support a league-wide or Club related initiative or partner. Manchester City regularly collects photographic Initiatives can take place outside the stadium images and live footage that celebrates the excitement, in City Square or inside the stadium bowl. enjoyment, passion and pride associated with attending events at the stadium.

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