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ATT VOICES PANEL: MARCH 2018 MEETING NOTES

20 April 2018

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Latest ATT Voices Panel meeting at the John Smith’s Stadium

- ATT Voices Panel meeting in March 2018
- 22nd meeting of the ATT Voices Panel
- Fans’ panel meeting attended by Chief Executive Julian Winter and Commercial Director Sean Jarvis

Details from the March 2018 meeting of the 'All Together Town' meeting have today been released.

13 members of the Voices Panel were in attendance as well as several Huddersfield Town staff members including Head of Marketing & Communications David Threlfall-Sykes, Club Ambassador Andy Booth, Supporter Services Manager Robyn Kennerdale, Supporter Services Executive Rachel Taylor and Marketing Manager Jonathan Wilkinson.

Independent Supporter Liaison Officer Nathan Hosker was also present.

Gareth Davies, Managing Director of KSDL; Ian Simpson, Kudos General Manager at the John Smith’s Stadium and Toby Rostron-Maher, Kudos’ Retail Manager at the John Smith’s Stadium, also attended.

The meeting’s topics were the HDOne Development, Catering, Supporter Representation on the Safety Advisory Group and the use of Indefinite Banning Orders.

Andy Booth opened the meeting by welcoming the Voices Panel and introduced Dave Heatherill from the Huddersfield Town Disabled Supporters group to the Panel.

Apologies were received from members of the Panel

HDONE

GD gave an overview of HDOne; what progress has been made so far and the next steps and important dates for the scheme. He spoke about how the scheme would impact HTAFC financially, match day car parking, local business and the community. A further update on match day car parking will be released imminently.

CATERING

IS and TRM from Kudos introduced themselves to the Panel

IS explained KSDL had changed caterers from Sodexo to Kudos and they have been working closely with HTAFC on all areas to improve the products, service, sales

IS thanked those VP members who regularly provide feedback on match day catering

TRM gave a presentation to the Panel including products that had been brought in following feedback from supporters

VP asked if craft ales have been brought into different stands?

IS advised that they are now on every concourse not every kiosk, working with the Club on to promote what products are on sale at which kiosks on htafc.com

VP asked when feedback on products is good i.e. Wensleydale tart can the products be rolled out into different stands?

IS advised it is not viable to have all products available in all stands, not enough storage space in kiosks to hold large amounts of stock, supporters are creatures of habit not good to swap and change things

VP commented that it was a shame if product is in demand not to be able to roll out more

IS informed that the ovens and equipment are limited and nearing capacity

VP asked if receiving complaints what is feedback process, through the subcommittee, ATT and Supporter Services. Recently had a pie wasn’t good at all when was the ovens calibrated? Not good enough consistency

IS advised that the ovens were calibrated in October/November 2017

VP congratulated Kudos for sourcing local products and staff look more presentable in HTAFC branded clothing and name badges

VP asked if sales had increased and is this the only Stadium Kudos have?

GD advised that Kudos were caterers at a EFL Club, KSDL felt they were small enough company for the Stadium to be important to them and benefit from being the real focus for Kudos. There is equipment limitation and they are constantly calibrating the ovens. IS asking for new equipment but things have improved.

VP gave feedback from the South Stand where a high % of supporters drink beer, there are issues with nowhere to put drinks and food down, could we look at putting at shelving up to save drinks getting knocked and encourage more sales. There needs to be more stewarding on the concourse area as supporters unsure whether they are queuing for the toilets or the two kiosks. All would help to improve sales

IS advised he has previously taken these comments to the Events Panel and not received feedback will raise them again at the next meeting, they have similar issues with queue management in other stands as well
VP commented that moving the smoking area has helped the congestion problems in the RWLT South End is it possible to extend this

GD advised all to remember the Stadium is actually a no smoking venue

VP asked if Kudos could look at more points of sale, is it worth looking at pitch side vendors

IS advised that ‘hawking’ has been discussed before and will take to the Events Panel

VP asked if the food and drink pre order form that is used for wheelchair users in the RWLT is extended to the wheelchair users on the front row of the LV = Britannia Rescue Stand

TRH and RT to look into the number of supporters in that area

VP asked if contactless payment is to be rolled out in other stands

IS advised he is currently waiting on agreement on costs

GD told the VP that there is more reactiveness from Kudos at a senior level, the Stadium is very important to Kudos it is a journey and we are all engaging a lot more. Stadium will push for more hand-held terminals and liked the hawking idea

IS asked for the Panels view on the sugar tax

Discussion took place with feedback given to IS/TRM

SUPPORTER REPRESENTATION ON THE SAFETY ADVISORY GROUP (SAG)

AB read out a statement from Operations Director Ann Hough

VP advised that the FSF and other organisations are pushing for supporter representation on the SAG as this leads to better relations, transparency and benefits the Club and supporters. Supporters from other Clubs such as Everton, Liverpool, Manchester United and Grimsby Town are now involved in SAG meetings. HTSA contacted the chair of the SAG and he informed them that he has been told that the Club has regular dialogue relating to SAG meetings with supporters. HTSA requested minutes from the SAG via a freedom of information act, which they have received

VP having supporter representation on SAG would lead to a better understand as to how decisions are made and would be an extension of the ATT work

VP Thelma Walker MP has sent correspondence to SAG in support of fan representation on SAG; the letter was read out

VP there have been instances in the past when fan groups have been prevented from doing displays and no reasons were given, having a supporter on the SAG would help to improve communication and transparency.

INDEFINITE BANNING ORDERS

HTSA asked what the process is regarding banning orders. Supporters had been contacting them with concern about the length of time it has been taking to discuss their bans with the Stadium Safety Officer John Robinson and HTAFC Operations Director Ann Hough.

JW advised that the Club are looking to publicise details of sanctions on the Customer Charter and that it is a learning curve for the Club.

AOB

AB stated that the Club is looking to refresh the Panel and currently have several supporters wanting to come on board. All agreed that we should contact VP members who had been unable to attend recent meetings asking them to step down. RT to contact these members via email.


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