LCFC SUPPORTER CHARTER Updated: August 2017 CONTENTS WELCOME TO LEICESTER CITY FOOTBALL CLUB ......... 3 OUR COMMITMENT TO YOU ...................................... 4 LEICESTER CITY FAN GROUPS .................................. 5 SAFETY ADVISORY GROUP ........................................ 6 HOW TO FIND US ...................................................... 7 CYCLE PARK ............................................................. 8 CAR PARKING .......................................................... 9 SEASON TICKETS, MATCH TICKETS & MEMBERSHIPS ........ 10 AWAY DAYS ............................................................. 13 VISITING SUPPORTERS ............................................... 14 SUPPORTERS WITH DISABILITIES .................................. 15 LCFC DSA ................................................................ 16 MATCHDAY HOSPITALITY .......................................... 17 SPONSORSHIP & ADVERTISING .................................. 18 GROUND REGULATIONS ........................................... 19 BANNING ORDERS & APPEALS .................................. 20 CITY FANSTORE ........................................................ 22 LCFC COMMUNITY TRUST ......................................... 24 LCFC FOXES FOUNDATION ....................................... 25 OTHER EVENTS ......................................................... 26 CONTACT DETAILS ................................................... 28 Large font, braille and audio copies are available on request by emailing [email protected] 2 3 WELCOME TO LEICESTER CITY FOOTBALL CLUB Thank you for choosing to visit King Power Stadium. This Supporter Charter has been created to help you get the best experience at King Power Stadium and Leicester. Within the guide, you will find details of: • How To Find King Power Stadium • Parking At / Around King Power Stadium • Visiting Supporter Area – including concourses • Ticket Information – including Memberships • Matchday Hospitality • King Power Stadium Ground Regulations • Contact Details Should you require any further assistance or information, please do not hesitate to contact the Club’s Supporter Liaison and Disability Access Officer, via email on [email protected] or call 0344 815 5000 (Option 4). You can also get in touch with the Club on Twitter, by tweeting @lcfchelp 2 3 OUR COMMITMENT TO YOU The Club are committed to offering a forum for supporter feedback through Your 90 Minutes sessions and the designated LCFC Help hotline, 0344 815 5000 (Option 4), email address [email protected] or on Twitter using @LCFCHELP LCFC HELP LCFC Help will endeavour to respond to all correspondence within 8 hours of receipt, with a full resolution whenever possible made within a full working week of the 72 hours initial communication. If you are not happy with your response please e-mail the Manager, CEO & Board Office [email protected] Should you not be happy with the response from the Club you may contact the Independent Football Ombudsman, Suite 49, 57 George Street, Leeds, LS1 3AJ, e-mail [email protected] or telephone 0800 588 4066. On a matchday, LCFC Help is also operational through a dedicated text shortcode service which can be used to alert our stewards to any situations occurring within King Power Stadium. Use of this service is actively promoted within the pages of City Magazine, the video screens and across the matchday PA system. To use the service, simply send a text to 60066 starting the message with ‘FOXES’ followed by your message and the Club’s supporter service staff will monitor the situation. 4 5 LEICESTER CITY FANS GROUPS Leicester City Football Club works closely with supporters and holds regular meetings with the Fans Consultative Committee and Your 90 Minutes session, to ensure the Club are actively engaging with and representing supporters’ issues which matter to them. Should you require further information about the Fans Consultative Committee, please email [email protected] Other fan groups which the Club actively engage with are: • Leicester City Disabled Support Association: [email protected] • Leicester City Supporters Club: [email protected] • The Foxes Trust: [email protected] • Foxes Pride: [email protected] • Union FS: [email protected]. If you would like details on our international supporter groups please visit www.lcfc.com/fans-community/supporter-groups or contact the Club via email on [email protected] SUPPORTER CONSULTATION The Fans Consultative Committee, and Your 90 Minutes session, form part of the Club’s on-going consultation process with supporters and customers. As such, the FCC plays an important role in helping Leicester City Football Club better understand the thoughts and feelings of supporters. Regular meetings between the FCC and the Club are held throughout the year, with the consultations covering a range of topics including ticket prices and Club policies. MULTI-FAITH PRAYER ROOM King Power Stadium has a multi-faith prayer room available. For more information and to be taken to the multi-faith prayer room, please speak to your nearest steward or customer liaison. 4 5 SAFETY ADVISORY GROUP The Club meets regularly with the Safety Advisory Group to discuss Health, Safety and Security issues. The Group is chaired by the Local Authority and is supported by several organisations which include Leicestershire Police, Leicester Fire and Rescue Service, East Midlands Ambulance Service, St. Johns, building control amongst others. The Operations Director represents the Club and one Leicester City supporter also sits on the committee; the name of the supporter is available request. DATA PROTECTION Leicester City will maintain the privacy and security of all details that the Club keep on record in accordance with the Data Protection Act 1998. The Club may contact supporters from time to time with information the Club think may be of interest about upcoming fixtures, events or new products, as well as all the latest news and exclusive competitions from Leicester City Football Club. EQUALITY POLICY The Club is committed to creating a passionate, inclusive, welcoming environment in which everyone is free to enjoy the matchday experience. Should you experience any form of harassment, discrimination or bullying please contact [email protected] or 0344 815 5000 (Option 4). If you experience any form of discrimination, please speak to your nearest steward. You can also report any form of discrimination or hate crime experienced by texting “Foxes” followed by your message explaining the nature of your concern, and your seat details to 60066. SAFEGUARDING AT LEICESTER CITY FOOTBALL CLUB Leicester City Football Club aim to provide a safe and positive environment for everyone, and the Club takes its responsibilities in this respect very seriously. All supporters visiting King Power Stadium should come to games and feel safe especially children, young people and vulnerable groups. When you visit King Power Stadium or participate at the Club you have the right to feel you have been treated equitably with dignity and respect. All staff with responsibility for children, young people and vulnerable groups have a duty to keep them safe and to help protect them from abuse and harm. On a matchday you will find helpful contact numbers displayed throughout the concourses. Should you have concerns of a safeguarding nature please direct them to the Club’s Safeguarding & Welfare Officer at [email protected] 6 7 HOW TO FIND US There are several modes of transport available to fans travelling to King Power Stadium. TRAIN - Leicester Train Station is roughly 1.2 miles from King Power Stadium, which is approximately a five minute car journey or up to a 45 minute walk. To walk from Leicester Train Station, exit the station, cross London Road at the traffic lights, turn left and then follow the road to King Power Stadium round to the right. Keep the Central Ring Road (Waterloo Way) on your left as the path separates from the road and stay on this path as it crosses New Walk. The path then re-joins the pavement and you will be able to see Nelson Mandela Park. Turn right onto Lancaster Road and walk through the park, heading for the crossings by the public toilets. Cross Welford Road and turn left and you will arrive at King Power Stadium. For more information on travelling to King Power Stadium by train, visit the following pages: www.nationalrail.co.uk/times_fares/ldb.aspx www.eastmidlandstrains.co.uk/travelling-with-us/our-network/trains-to-leicester 6 7 CAR - The M1 and M69 Motorways interchange at Junction 21 (M1), where you should exit and follow the signs for the City Centre via the A5460. After 3 miles turn right onto Upperton Road, follow the road down until you get to the Liberty Statue Island and take the fifth exit down Western Boulevard and you will see King Power Stadium ground on your right-hand side. BUS - A number of bus services run from Leicester City Centre to King Power Stadium, stopping on Aylestone Road which is a five-minute walk from King Power Stadium. Most buses in Leicester are low floor vehicles, meaning they can be lowered to pavement level once the bus has stopped. They all include wheelchair spaces. For details on bus routes to Leicester, visit www.travelineeastmidlands.co.uk PARK & RIDE - There are three Park and Ride sites in Leicester, which operate from 7am until 7pm Monday to Saturday. Users of the Park and Ride services can park for free at the sites. For full details including prices of Park