12:32 15 February 2012
By Dan Nelson
Huddersfield Town's 2012/13 Customer Charter
The Huddersfield Town Customer Charter outlines our principal commitments and policies, including those for ticketing, to ensure transparency and accountability.
Huddersfield Town is always reviewing key policies and these may change during the course of the season; if they do, this Charter will be updated.
Huddersfield Town is committed to providing an excellent quality customer service and a value for money match day experience. They are an integral part of our ten values.
Huddersfield Town's Supporter Liaison Officer is Dan Scott - he is contactable on firstname.lastname@example.org
. During 2013/14 this role and position will be fundamentally reviewed by HTAFC.
The Club's strategy is unchanged from the start of the "New Era"
"….working together to be a successful, sustainable and financially viable football Club, that we can all take pride in…."
Our 10 values will be at the heart of everything we do:
•Honesty - we will be fair, truthful and morally upright
•Integrity - we will be steadfast and adhere to high principles and professional standards
•Trust - we will give people confidence in the good qualities of the Club, especially fairness, honour and ability
•Commitment - we will be devoted and dedicated to the Club, the players, the fans and our Community
•Pride - we will recognise the importance of all the Club's efforts and achievement; that have made Yorkshire and our Club great
•Respect - we will have high regard, recognition and appreciation for everyone we deal with
•Quality - we will strive to have the highest standards we can in everything undertaken by the Club
•Value - we will provide value for money
•Success - we will be driven and focused on achieving individual, collective and Club success
•Character - we will be courageous, straight talking and entrepreneurial together with all our other qualities and values that is what will make Huddersfield Town distinctive
From our mission statement and values we make a 10 point pledge to our supporter, people and community to be:
•Always Sincere, Never Pretentious
•Always Positive, Never Down Hearted
•Always Personal, Never Condescending
•Always Striving, Never Pushy
•Always Straight Talking, Never Lecturing
•Always Leading, Never Dictating
•Always Confident, Never Arrogant
•Always Inspiring, Never Depressing
•Always Honest, Never Deceitful
•Always HTAFC, Never Self Interested
The Club will:
•Improve the match day experience; on and off the pitch
•Improve quality and breadth of communication with supporters groups
•Create an inspiring environment where people want to be associated
•Maintain a high level of commitment to all our supporters, especially families and young supporters
•Be seen as entrepreneurial, courageous, confident and willing to take a risk
•Develop its work in our community
•Attract new people to its following
•Become the place to be seen, be the place to do business, the place to bring your family and the place to enjoy football
•Embrace new business, youth and fresh thinking
•Have an open door policy; it will be accessible - everyone is welcome to enjoy a family, business or social day out that will entertain and cross all divides
Huddersfield Town's customers are defined as:-
•Individual supporters, whether:
- Season Card holders
- Blue & White Foundation members,
- White Rose Club members or
- Casual attendees.
- Canalside members
•Commercial business partners, whether season card holders or casual non-match day visitors to the stadium
• Retail customers in the Stadium Superstore, Sporting Pride Store or online
• Visitors to our offices and Club and Canalside
• Huddersfield Town staff
Huddersfield Town regards excellent customer service as a top priority for the business.
Any complaints or general enquiries are initially channelled into our general enquiries line 01484 484112, and then routed to the relevant department if the enquiries operative is not able to give a satisfactory answer.
General enquiries response times may vary due to the high volume of calls, particularly when match tickets go on sale.
It is the Club's policy to respond to customers within a maximum of seven working days and this will be done either by telephone, email or letter. If it is not possible to provide a full response at that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication.
If a customer is not satisfied with the immediate response, or if the issue is more complex, put the complaint or enquiry in writing either by email to email@example.com
or by letter to Huddersfield Town, Stadium Way, Huddersfield, HD1 6PX.
The Stadium office hours are Monday to Friday 9am and 5pm and on match days from 9am until kick-off. Out of hours, Ann would welcome correspondence via email.
•General help line: 01484 484 112
•Fax: 01484 484101
•Commercial - Tracy Nelson - firstname.lastname@example.org
•Tickets - Sue Beaumont - email@example.com
•Supporter Partnerships – Robyn Deegan – firstname.lastname@example.org
•Communications - David Threfall-Sykes - email@example.com
•Retail – Luke Cowan – firstname.lastname@example.org
•Canalside - Stuart Leach - email@example.com
•Promotions - Karen Haigh - firstname.lastname@example.org
•Football In The Community - Paul France - email@example.com
Head of Football Operations – Ross Wilson- firstname.lastname@example.org
Huddersfield Town Foundation – Mandy Taylor – email@example.com
If you are unsatisfied by the Club's response, or failure to respond, you can contact the Football League's Customer Service Department:
Customer Service Department
The Football League Limited
Edward VII Quay
T: 0844 335 0183
If you want to take your complaint further, you can contact:
The Independent Football Ombudsman
57 Great George Street
Huddersfield Town staff will conduct themselves in a courteous manner at all times when dealing with customers and will strictly adhere to The Football League's anti-discrimination policy.
The Club seeks to ensure that the talents of all employees are used to the full and that opportunities afforded to employees and prospective employees will be solely on the grounds of capability. In order that this may be achieved, no employee or job applicant will receive less favourable treatment by the Club on any of the following grounds: gender, marital status, race or ethnic origin, religious belief, age, sexual orientation, disability or any other unjustifiable reason. This policy applies to all current and prospective employees.
The Stadium has won praise and awards for its design in relation to disabled facilities and regular consultation with the disability bodies within the district has helped us achieve this.
Details of any changes to the ticketing policy at the Stadium are publicised through the Club's official website, twitter feed, match day programme and advertisements placed in the local paper and other media.
Huddersfield Town will use all reasonable endeavours to give the earliest possible notice of any changes to its ticketing policy and the reasons for such changes.
All ticket sales are subject to terms and conditions and the stadium regulations. For full details on the ticketing policy please visit the tickets section on the website www.htafc.com
HTAFC is committed to making attending matches as simple as possible.
We are committed to offering customers the option of pay at the turnstile whenever possible.
In 2010/11 we implemented a new system of automated access control and downloadable e-tickets (TicketFast) and we will continue to innovate into the current season.
Match tickets can be purchased in the following ways, subject to ticket allocation and on-sale dates. Please refer to the Club's communication channels for full ticket details of the relevant fixture. When the Club announces on-sale date and times, the same on-sale date and time applies to the online ticket service (booking fees apply).
Before booking home match tickets, please note that our online booking service is the fastest and most effective way of securing your tickets for matches.
In order to ease ticket purchasing, Huddersfield Town has an online ticket purchase system to satisfy demand and increase speed of purchase. Tickets may be purchased 24 hours a day, seven days a week
•Log on to our home page htafc.com and
•click on 'Tickets' and then
•click on the sub heading of 'Buy online'.
If you have not purchased match tickets online before and you are already a Season Card holder, you will need to activate your account or if you are not a Season Card holder you will need to register your details and create an account before being able to purchase tickets online.
We are continuing to implement 'TicketFast', for every Huddersfield Town home fixture throughout the 2013/14 season. This system allows supporters to print their purchased tickets at home (rather then collect from the box office or have them posted out).
Please note that all online sales will be subject to pre-advertised booking fees, although “print at home” tickets incur no booking fee.
Ticket line 01484 484123, Monday to Friday 9am-5pm and Saturday (non-match days) 9am-12noon.You will require your postcode and house number, together with a valid credit/debit card.
At the ticket office, open Monday to Friday 9am-5pm, Saturday (non-match day) 9am-12noon and Saturday (match day) from 9am until kick off.
All major credit/debit cards are accepted with the exception of American Express and Diners Club Cards.
All card transactions are subject to booking fees and transaction charges as outlined.
In addition, Huddersfield Town offers supporters the chance to pay for their Season Card by instalment plan.
The Club abides by the Football League's regulations governing the allocation of tickets to away supporters.
The Club does not charge admission prices to supporters of a visiting Club which are higher than those charged to our own supporters for comparable seating. The Away supporters' seats are in the Chadwick Lawrence Stand and the comparable home area is the Fantastic Media Family stand Upper Tier (North Stand). In particular any concessionary rates offered to senior citizens and junior supporters will apply to supporters of a visiting Club.
The Stadium currently has a minimum of 72 wheelchair spaces situated in the Direct Golf Lower Tier and Britannia Rescue Stand and 16 wheelchair spaces in the Chadwick Lawrence Stand and all have provision for the carer to sit with the supporter.
Details of all ticketing arrangements and our disabled support services can be obtained from our Disability Liaison Officer by contacting 01484 484102 by fax 01484 484101 by e-mail firstname.lastname@example.org or by post to Sue Farrell, Disability Liaison Officer, Huddersfield Town, Huddersfield, HD1 6PX.
The Club provides support for disabled spectators and their carers and was commended in a NADS (National Association for Disabled Supporters) audit report for its overall facilities and helpful staff. Sue Farrell can be contacted for details of our disabled facilities and ticket allocation (01484 484 102).
Huddersfield Town will continue to promote greater accessibility of tickets for matches, with a range of prices and facilities that encourage the widest possible support.
The Club recognises the need to encourage the attendance at matches of families and children to help ensure continuity of support in future years. Huddersfield Town has a dedicated family stand the "Fantastic Family Stand" with over 4000 seats available. This is an exclusive stand for home supporters in family groups. Adults without accompanying children will not be admitted except in exceptional circumstances at the discretion of the Club.
Our focus is on choice and value for money - the ticket prices offered are competitive and give wide range for the quality of seating provided.
We offer special concessions on a match by match basis and free admission for children on occasions.
The Club uses a categorised system for match day pricing of league games. The categories reflect customer demand and match day costs. Categories will be published at least 14 days in advance of the match for league games.
Tickets for Cup competitions are priced as home League games or dependent on the stage of the competition and agreement of the opposition may be reduced.
We offer concessionary rates on match tickets for under 18's, over 60's.
Under 8s can pre-purchase tickets from the ticket office prior to match day when purchased with an adult ticket. Prices are £10 for category A & A* games and £5 for category B, C, D & promotion games.
Disabled tickets are available with free access for the PA or carer (this applies to both match tickets and season cards)
League match day pricing offers
During the course of the season we will provide special offer prices (in the past these have included "Friend for a Fiver" and "Kid a Quid")
These special offers are aimed at specific target audiences
We will continue to participate actively in Football League promotions
We will use complementary tickets to introduce new customers and reward customers as we feel is appropriate
Ticket priority for away matches is as follows:
Category 1 covers supporters in the following groups:
Season Card Holder & Blue & White Foundation Members who also has a specified number of away ticket stubs
Season Card Holder & Patron who also has a specified number of away ticket stubs
Category 2 covers supporters in the following groups:
Season Card Holder & Blue & White Foundation Members
Season Card Holder & Patron
Season Card Holder with a specified number of away ticket stubs
Category 3 - Season Card Holders
Category 4 - General Sale
Should this change at any point it will be advertised on the website.
The complex combination of TV, the Football League, added to Cup fixtures for both the League Cup and the FA Cup, means certain matches may be subject to change of match date and kick-off time. It is the responsibility of the ticket holder to ascertain the rescheduled match date and kick-off time, which is communicated through the Club's communication channels.
During the 2013/14 season we intend to introduce a new priority loyalty system based on "points".Supporters will accumulate points for items such as:
•purchasing season tickets
•being members of Club schemes
•purchasing advance tickets for away games
Details will be issued through the Club's communication channels during the year as required.
Season Card holders who wish to bring a friend or relative to a game will be able to transfer with their friend paying match day price. Where possible exchanges should be carried out prior to match day
Every effort is made to facilitate the return and redistribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994): any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased.
Unwanted tickets should be returned to the Club before the date of the fixture where, providing the card holder has a genuine reason for returning the ticket(s) a full refund will be given.
If any fixture should be postponed before kick-off, ticket holders will be entitled to admission to the re-arranged match. If the match should be abandoned after kick off, ticket holders will be entitled to half price admission to the re-arranged game. Should the match be abandoned after the second half has kicked off, then no refund will be given.
Loyalty and Membership Schemes
The Club runs the following loyalty and membership schemes:
•Season Card holders
•Blue & White Foundation
•Patrons Club. The Huddersfield Town Patrons is the longest running members Club at Huddersfield Town, founded in 1985.Since its formation it has contributed over £500,000 to youth development of the Club and currently boasts around 500 members. The membership has many exclusive benefits, one of which is special access to those at the helm of Huddersfield Town, and is priced at £50 for the season, or £12.50 per quarter
“Huddersfield Town is Fantastic for Families”
Huddersfield Town is committed to working with young people in "Our Heartland" and we adopt a policy of encouraging family groups in all areas of the ground. "Our Heartland" encompasses the Heavy Woollen district extending into Wakefield, Brighouse and towards the Pennines, Halifax, Leeds and the Holme Valley.
We are rightly proud of our achievements in making our Club attractive to families.
Time limit for returned goods is 28 days after date of purchase.
All goods must be returned in an unworn/unused condition with original packaging. (Goods will be examined and a form will be completed).
Proof of purchase is required for cash refunds, otherwise credit note/voucher or replacement goods will be offered.
Refunds will be returned according to original payment method.
If no receipt and the price has been subsequently reduced, then only the sale price is given as credit note/voucher or replacement goods. Any goods found to be faulty may be given a cash refund. They must be accompanied by proof of purchase on return.
We are unable to exchange or refund a custom printed shirt or accept responsibility if a player leaves the Club or changes his squad number.
We promise that to our knowledge our products are:
•Of satisfactory quality and safe to use
•Fit for the purpose for which they are sold
•As described. (Packaging and signage)
Home Shirts have a lifespan of 1 season. Away shirts will be introduced every season and maybe used the following campaign as a third kit shirt. If the Kit clashes we may use another change of kit. Training kits are changed annually. N.B. The kit cycle is dependent on kit and main sponsors. From time to time the Club may introduce one-off limited edition shirts (such as the ‘Help for Heroes’ shirt)
Whenever possible, the Club will consult fans and ask them to vote for their favourite kit design.
Corporate Social Responsibility (CSR)
Huddersfield Town is totally committed to achieving best practice and being a good corporate citizen. This involves corporate leadership by creating innovative programmes in our immediate and wider community beyond the industry norm.
"Keep it Up" and Yorkshire Air Ambulance
In 2013/2014 the players' training range will once again carry the name Yorkshire Air Ambulance. The Kit campaign is a unique charitable partnership where the Club will raise the profile of Yorkshire Air Ambulance as a charity and raise money for it as well as the HTAFC Academy. 50p of every £1 raised goes to the Charity and 50p to the Huddersfield Town Football Club Academy. We have raised over £800,000 since the scheme's inception in 2009.
As part of the fundraising we are also promoting:
Clothes and shoe recycling through a Bag-it-up campaign to collect un-needed items
In addition, Huddersfield Town also supports many other local charities through this official requests process.
Official Charity Requests
As an organisation we are inundated with requests for support from a huge number of really worthwhile causes.
It is impossible for us to help every one of them and choosing between them has proved incredibly difficult for our staff.
In 2013/14, we are supporting three chosen three chosen Charities- FNM, Hollybank Trust and the Yorkshire Air Ambulance. We will support them through the season by supporting their events, player appearances together with regular PR.
Charities or individuals asking for Prizes or donations
Charities asking for prizes can put their Charity name down to attend a Charity Day at the Stadium, get a discount on merchandise in the Club Shop and have the opportunity to get their merchandise signed by the players. We regret that other requests for charitable support outside these arrangements will be declined.
For further details, please email email@example.com
or write (on official headed paper) to Rachel Taylor, Huddersfield Town, Stadium Way, Huddersfield, HD1 6PX. We will only reply to letters received on official headed paper.
Award-winning Community Activities
Huddersfield Town will continue to support the development of community-based projects.
The Club's highly successful and award winning Football in the Community (FITC) programme is managed by The Huddersfield Community Trust and continues to grow and provides many different activities for the community (that include a schools programme, birthday treats and holiday soccer schools which are open to boys and girls of all abilities). It continues to operates from The Zone, a standalone indoor facility adjacent to the Stadium.
FITC seeks to actively encourage more people, especially children, to play and watch football and also educate them in issues including teamwork, racial discrimination, fair play and also how to lead a healthy lifestyle. The Trust and FITC also assists within the community by way of providing help and transport for old age pensioners to Day Centres and the disabled, through schemes such as the 'Good Mood League'.
For example, Huddersfield Town's FITC department works with over 40 schools per half term and Youth Clubs in projects for social inclusion and cohesion, designed to encourage anti-drug messages and diverting children from anti-social behaviour. For more information on Huddersfield Town FITC ring 01484 484189 or email firstname.lastname@example.org
We have also formed innovative partnerships with:
•Kirklees College, the local further education college based in Huddersfield and Dewsbury. We are forging strong links with young people in education to promote and inspire personal development and sporting excellence.
•Kirklees Active Leisure, a local provider of leisure services in "Our Heartland" which operates 11 public leisure centres. This aims to promote health and fitness through sport.
During 2013/14 the Club will support The Huddersfield Town Foundation. This Charity organisation which was formed to help provide life experiences to local children.
The Huddersfield Town 'Success Centre'
Huddersfield Town’s Success Centre is situated at the Stadium and has been operating since April 1999. The 'Success Centre' is aimed at young people who have been identified by their school as those who may benefit from intensive work in numeracy and literacy through IT. The Club actively hosts and supports the centre by providing football related rewards and access to players as incentives for children.
The centre also works with local community groups through family leaning initiatives and U3A.
Huddersfield Town recognises that it must communicate proactively and widely with all its supporters and stakeholders. The Club is particularly proud of our relationship with supporters clubs and will continue to positively respond to branch requests for Club officials to attend meetings.
The Club will communicate with stakeholders, supporters and the general public on regular intervals through forums, questionnaires and focus groups and by the publication of current policies on major issues in a clear and precise manner.
All major news and announcements are publicised through the official website, the Club's social media feeds and through the local media. Information is also being passed on through frequent supporters' meetings attended by Club officials.
We will use all available media in particular:
•BBC Radio Leeds
•Independent radio networks
•Local papers including, but not exclusive to, the Huddersfield Examiner)
•Customer Relationship Management - direct email communication to our 130,000 contacts
We will endeavour to publicise changes to membership schemes, as they are known, via standard channels of communication including the Club reception, Stadium Superstore, official website, match day programme and direct mailings.
The Club engages in a two-way relationship with customers in anything from ad-hoc meetings involving one supporter group member, to organised meetings which involve Club department heads and a representative from each supporter group.
Since the 2009/10 season, Huddersfield Town has hosted Fans Forums, four times a season. The main meetings are supplemented by smaller meetings between the Club and individual representatives of the forum. Senior Club directors generally attend all meetings.These have been extended to take place both local to Huddersfield and also in London and the South East.
Huddersfield Town is also a full participant in the Football League National Fans Survey which researches the behaviour attitude and experience of fans from all Clubs in the Football League.
The Club continues to develop ways in which to consult customers and supporter groups. The Club holds corporate events throughout the season where directors, management and playing staff are accessible to our sponsors in an informal atmosphere.
The Club also organises variations on the 'open-day' theme, when fans can meet the players and management.
If you are visiting us to watch a game check out our fans guide on the website.
Of the 24,500 capacity we have approximately 10,000 Season Card holders. A maximum of 4,052 tickets are available to the visiting Club, all in covered areas, and the balance is available to non-season card holders.
We introduced a full no smoking policy at the Stadium from the start of season 2007/08 which includes all areas (seating, concourses, corporate hospitality lounges, toilets etc. There is no re-admittance if supporters want to leave the stadium to smoke.
Huddersfield Town practices a zero tolerance policy towards racism and anti-Semitism. National anti-racism campaigns have been fully endorsed by the Club such as Football vs. Homophobia, 'Lets Kick Racism out of Football' and Show Racism the Red Card'. Huddersfield Town are committed to meeting the Racial Equality Standard for professional football Clubs.
Racial, homophobic, transphobic or other discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more matches.
We make our customers' safety a top priority. We work closely with all parties. We meet with all our site partners at least every two weeks and in advance of all matches and events at the stadium for events planning and safety team meetings.
These include Police and all emergency services, the Stadium Safety Certificate holder, our stadium teams and representatives from all other users of our site.
There are two official car parks at the ground on a Huddersfield Town match day; the St. Andrews Road car park, capacity 456, and the Town Avenue car park, capacity 336.
Season Card holders have first refusal on these spaces.
Any remaining spaces go on sale on a match by match basis.
Ejection from the ground
Should a supporter be ejected from the Stadium by the safety team or Police, this matter will be dealt with away from match day in the form of a dedicated meeting.
Individuals ejected will not be allowed re-entry into the stadium until the incident has been dealt with by the Club and the Stadium's Safety Officer.
This process will not commence until after a cooling off period of no less than 24 hours.
The individual in question will then receive a letter from the Safety Officer regarding the incident. Before any readmission is allowed the individual must attend a meeting with the Stadium Safety Officer and a Huddersfield Town Director to discuss the incident; ensure all parties agree the issue is resolved and take appropriate action.
Only after completion of this process will the individual be allowed back in the ground to attend Huddersfield Town matches.
The Stadium's catering continues to be provided by Lindley Catering. Lindley is the third party contracted by KSDL (the stadium owner) to provide exclusive services to HTFC. We will seek to continue to improve their operations and service by regularly monitoring customer thoughts and feedback. Comments and suggestions regarding catering at the Stadium are welcomed via General Manager, Antony Hegney at the following email address email@example.com.
Huddersfield Town may collect personal information about you whenever you contact us, for example, in writing, by phone, fax, e-mail or SMS, or visit the Huddersfield Town websites. The information we may collect includes: (a) your name, age, gender, postal and e-mail addresses, landline, fax and mobile; (b) your membership details (c) the username and password you use to access restricted areas of the Huddersfield Town website.
Huddersfield Town, its affiliated companies and sponsors may use your information: (a) to contact you with news and features concerning Huddersfield Town; (b) to contact you with details or products and services which may interest you; (c) to process any transaction you make with us: and (d) to personalise the content of our website in accordance with your preferences.
Except as set out in the above, we will not disclose or share your information with any third party, except where required by law or in connection with the sale of all (or substantially all) of our the Club's assets.
If you have already registered for such additional offers and wish to change your preferences, just email details or send a postcard with your details to Dan Scott, Supporter Liaison Officer, Huddersfield Town, Stadium Way, Huddersfield, HD1 6PX.
You have a right to ask for a copy of your information and to correct any inaccuracies, please write or email to the Club.