BLACKBURN ROVERS FOOTBALL & ATHLETIC PLC
Customer feedback, both positive and negative, is invaluable to the club when implementing new policies and procedures. We ask that stakeholders occasionally take time out to notify us of their views/opinions as this forms an important part of our future planning and improves the service delivered to supporters.
Lynsey Talbot is the principal customer services contact at Blackburn Rovers for questions, complaints or concerns. Lynsey is the Office Manager/Supporter Liaison Officer and can be contacted as follows:
By post: Correspondence should be addressed to Lynsey at Blackburn Rovers FC, Ewood Park, Blackburn, BB2 4JF.
By fax: on 01254 671042
By e-mail: to LTalbot@rovers.co.uk
By telephone: 01254 296270
Office hours are 9.00am to 5.00pm, Monday to Friday.
The Club endeavours to respond to any contact from a customer within 3 working days. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed response will follow within 14 days of receipt of the original communication. The Club responds by whatever method is appropriate taking into account the nature of the initial contact. It may be useful to include a contact telephone number in your communication to allow your complaint to be dealt with more quickly and efficiently.
If supporters are not satisfied with their response they can contact the Football League to seek their assistance in investigating the matter further.
The Football League Customer Services Department
Edward VII Quay
Telephone: 0844 335 0183
If you are still not satisfied you can then contact:
The Independent Football Ombudsman
Suite 49, 33 Great George Street
The Club’s Equal Opportunities Policy aims to ensure that no job applicant, employee or customer receives less favourable treatment due to issues of sex, marital status, sexual orientation, gender re-assignment, disability, race, age, religion and belief colour, nationality, ethnic or national origin.
Being awarded their initial Investors In People recognition in June 2004, the Club’s Academy have been retained this status following their three-year review in October 2010.
Our staff are encouraged to pursue appropriate training and development aimed to make the club more competitive and to improve our products and services for our fans.
The club employ a Safeguarding Officer who is responsible for advising on all areas of Child Protection and Safeguarding. The club also employ Christine Peacock as their Accessibility and Safeguarding Adults Officer.
Safeguarding practices are incorporated throughout the recruitment process and staff working with children and vulnerable adults will be checked within Disclosure and Barring Service guidance.
Staff receive appropriate safeguarding awareness and are required to follow safe working practices including adherence to professional boundaries – an essential part of all relationships with customers.
CONSULTATION AND INFORMATION
The Club recognises the importance of regular consultation with its various stakeholders. This includes the following:
- The Fans Forum which consists of approximately18 supporters of the Club and whose meetings are attended by officials/directors and senior managers. The Forum is consulted on issues such as stadium atmosphere, ticket policies and the design of new playing strips.
- Dialogue with local residents is maintained through the Ewood Working Group which also comprises representatives of the Police etc. Meetings are held quarterly at Ewood Park and attended by senior management.
- The Club publicises its position on major policy issues and gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes, in the Club programme, the weekly e-mail newsletter, social media channels (ie facebook and twitter), on its website- www.rovers.co.uk - and via the local media. All e-mail and SMS subscribers are notified of Football League fixture changes as soon as they have been confirmed.
Board members and Management represent the club on such as the following:
- The Safety Advisory Group
- Blackburn with Darwen Youth Zone
- Ewood Working Group
- Chamber of Commerce
The Club continues to strive for a wide access to matches by offering a broad range of ticket prices. In 2013-14 adult matchday prices ranged from £17-34. For the 2014/15 season Football League home matches will be categorised as either A+, A, B or C games with prices for A+ games carrying a premium. Matchday prices for the season will range from £12 to £38 for an adult ticket depending on the match category and seating area. Tickets can be purchased ahead of the fixture either by post, by telephone, through the website www.onerovers.co.uk or in person at the Roverstore at Ewood Park or Oneroverstore, Church Street, Blackburn. On the day of the match, fans can purchase tickets from in-store or the Matchday Ticket Office at Ewood Park. Please note, on advice of the Police, there may be occasions when tickets are unavailable on the day of the match however this will be communicated well in advance.
Disabled supporters’ ticket prices are part of the generic pricing structure.
Blackburn Rovers has continued with its policy of offering competitive prices with adult season tickets starting at £249 in the Riverside Stand. The Club is continuing to offer a free U8 Season Ticket in the Family Stand with every full-paying Adult or Senior Season Ticket and reduced priced Junior tickets in all areas of the ground (excluding the Jack Walker Centre).
The club offers a Season Ticket instalment plan (run by Premium Credit) that enables supporters to pay for season tickets by instalment at a reasonable monthly rate of interest or addition of a small administration fee.
Concessionary prices are available for junior supporters and senior citizens. Concessions to senior citizens are available to men and women at the same age of 65.
In addition, the Club have a student matchday offer which is a discounted matchday ticket. This offer is available to students in possession of a valid UCAS or NUS membership card.
There are no concessions specifically for disability.
At least 5% of tickets to each game are made available to non season ticket holders
The Club provides:
- An area of the ground for the exclusive use of family groups and junior supporters namely the Upper Tier of the Ronnie Clayton Blackburn End Stand.
- Support for disabled fans. Christine Peacock, the club’s Accessibility and Safeguarding Adults Officer can be contacted for details of our disabled facilities and ticket arrangements at Disability@rovers.co.uk. Our aim is access and inclusion for all with a policy of continuous improvement.
Seats are defined as restricted view where the view of either goal is affected by a post. There are a small number of restricted view seats in the Riverside Stand. Such seats are only sold on request or when all other tickets have been sold and are subject to a £2 discount on the matchday ticket price.
The terms and conditions for the sale of tickets are included on the website www.rovers.co.uk.
- Loyalty and Membership Schemes
The Club runs the following Membership schemes:
- Team Rovers - available for children 16 and under. Benefits include organised events, birthday and Christmas e-cards, exclusive matchday offers etc. and is free to join.
Season ticket holders receive priority for the purchase of tickets for away matches on every occasion. When it is considered that demand for tickets may exceed the allocation priority is given to those who travel away regularly. The home club determines the cost of these tickets.
The Club arranges travel to all away matches on accessible transport. The Club cannot be held responsible for cancelled or postponed matches and appeal to all supporters travelling long distances not to book transport too far in advance of the fixture and take out an appropriate insurance policy to cover the costs of rearranged travel.
Generally the Club reduces its League match admission prices for home Cup Ties subject to the approval of the visiting club. The Club takes account the status of the away club and stage of the Competition when determining its prices. Whenever possible, season ticket holders will be able to purchase a Cup ticket for their own seat however there may be Cup games where certain sections of the stadium may not be open – season ticket holders will then be given the opption to buy a ticket for a different stand.
The Club also operates a home cup ticket payment scheme to enable season ticket holders to guarantee their seat for all home cup-ties played at Ewood Park.
The Club’s policy on the return and distribution of unwanted tickets is to offer a full refund providing tickets are returned to the Ticket Office prior to kick off. However, the policy can sometimes vary for high profile fixtures and, if so, is incorporated into the ticket publicity for that match.
If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match.
The Ticket Office will not issue duplicate matchday tickets and we would ask all supporters to keep their tickets in a safe place leading up to the match.
Lost season tickets should be reported immediately to the Ticket Office. Replacement cards will be issued at a cost of £10.
ACCOMMODATING AWAY SUPPORTERS
- The Club abides by Football League Rules governing the allocation of tickets to visiting clubs.
- Away supporters, including disabled fans, are located in the Bryan Douglas Darwen End Stand. The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to Blackburn Rovers supporters for comparable accommodation, however the Club does reserve the . In particular, the concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. The only exception to this would be where the Club offers discounted tickets to such as school groups as part of its wider schools programme. Reciprocal offers are not available to schools in the locality of the visiting club.
The club offers a range of car parks for use by both home and away supporters and have reduced prices for the 2014/15 to £200 per season or £10 per match. All roads in the vicinity of Ewood Park are for residents parking only. There are approximately 750 parking spaces available within the vicinity of Ewood Park.
Further information can be obtained by calling our Stadium Department on 01254 296283.
New home and away strips have been introduced for season 2014/15 and both are changed annually.
- The Club carries out its obligations under Football League Rules to prevent price fixing in relation to the sale of replica Strip.
- The Club’s stores, ‘Roverstore’, ‘Oneroverstore’, and online mail-order system, www.onerovers.co.uk, offers refunds on merchandise in accordance with its legal obligations.
The Club is conscious of its obligations in relation to Data Protection. Any information regarding supporters may be stored on a computer or in manual files in order to maintain accurate records. Fans have the right to access the information upon payment of a fee. Should any of the information the Club hold be inaccurate supporters can contact the marketing department at Ewood Park to update their records.
The records, throughout the course of the season, will be analysed and the club or its selected partners may contact supporters via letter, telephone, e-mail or SMS to inform of product offers/services that may be of interest to them. Supporters have the right to opt in or out of both Club and/or Third Party communicates. It is worth noting, however, that ‘opting out’ can make it difficult for the club to contact supporters regarding matters that may be of interest, such as ticket availability. Opting out of club communications would not opt fans out of communications concerning any purchases that may have been made.
FACILITIES FOR DISABLED FANS
The disabled supporter’s match day experience is important to the Club. Our aim is access and inclusion for all and integration rather than dedicated areas for disabled supporters. We have a policy of continuous improvement.
From the 2007 season, tickets for disabled supporters became part of the generic pricing structure. At one time disabled supporters were required to be accompanied to football matches, but the introduction of the Disability Discrimination Act 2004 and, more recently, the Equality Act 2010 meant the Club ensures the facilities and services are adjusted where appropriate and reasonable to ensure accessibility and enable a disabled supporter to come to a match independently without a ‘helper’.
The Club applies reasonable adjustments under the Equality Act for disabled supporters who have additional needs in the stadium on match days. Disabled help stewards can provide assistance with help in and out of the stadium the purchase of refreshments, safe evacuation and escorting to and from the toilets/prayer room etc. Should the supporter need additional assistance a Personal Assistant ticket can be awarded on submission of appropriate evidence.
Wheelchair supporters who are able to transfer to a stand seat and ambulant supporters including people with learning disabilities, mental health impairments, visual and hearing impairments can choose to sit anywhere in the stadium subject to safety, but some areas will be more suitable than others. Requirements should be stipulated at the time of purchasing tickets to ensure appropriate seating.
Wheelchair/scooter users who are unable to transfer to a stand seat are accommodated at pitch-level positions of all three home area stands. The areas are exposed to the elements.
The Ticket Office is responsible for the distribution of both season tickets and match tickets to disabled supporters.
For away fans the ticket allocation is up to 30 for wheelchair users plus ambulant tickets as required. For most matches these are allocated in the Bryan Douglas Darwen End Stand with personal assistant tickets if they are required.
The club employs a dedicated Accessibility and Safeguarding Adults Officer, Christine Peacock, who deals with any disability issues/queries a supporter may have ranging from away travel to access into the stadium on match days as well as policy, training and improvement to facilities and services.
A mini-com and a loop system are situated in the Ticket Office. The loop system is also available in Blackburn End Reception.
Forms and leaflets are available in accessible formats
All social and retail facilities at Ewood Park are accessible.
The club set aside approximately 80 car park spaces for use by disabled fans on match days.
We provide 10 tickets for use by disabled people in the community to give them a match day experience and ensure these tickets are distributed across a range of age groups, backgrounds and disability.
Everyone has the right to live without fear of harm or abuse. Blackburn Rovers recognises it has an active role to play in ensuring that everyone involved with the Club has that right and as such has a responsibility for safety and wellbeing. Through the creation of an environment and culture of trust and inclusion the Club is committed to:
- Preventing and reducing the risk of significant harm, abuse or exploitation to children and vulnerable adults;
- Responding effectively and appropriately to any incidents and concerns; and
- Raising awareness of key messages and procedures to those who may be abused and to potential abusers.
We all have a role to play in keeping safe and keeping others safe by preventing, identifying and reporting incidents and concerns. Thankfully incidents are rare but if you need to get in touch you can contact the Blackburn Rovers’ Safeguarding Team by email at firstname.lastname@example.org or the Club Chaplain is available if you want to speak to him in confidence. He also has connections to other religious or non-religious organisations. You can contact him on 01772 815752.
If you have a safeguarding issue unconnected with the Club, you can contact Blackburn with Darwen Safeguarding Adults Team - 01254 585949 (Out of hours 01254 587547) or Blackburn with Darwen Children’s Safeguarding Team - 01254 666400 (01254 587547)
Blackburn Rovers Football Club is committed to offering its support to charitable projects and good causes wherever possible. Primarily, the Club will offer support to requests from the local community, with particular focus upon initiatives operating within the Blackburn & Darwen area.
The Club endeavours to support other charities and good causes throughout the UK and beyond; however, due to the demand for assistance throughout the course of a season it is not always possible to do so. With this in mind, and considering the fact that the Club seeks to spread its support to as many different recipients as possible, it is likely that each good cause will be limited to a maximum of one means of support, namely a piece of autographed memorabilia, in any one season.
- The Catering Team at Ewood Park continually endeavours to provide a wide range of excellent food and beverage offerings with products at competitive prices.
In accordance with common practice, entry to the stadium with fast food and beverages purchased at restaurants, take-aways, public houses and other retail outlets away from Ewood Park is prohibited. However, in honour of footballing tradition, our supporters are permitted to enter the stadium with flasks and home-prepared foods. This includes packed lunches, sandwiches, crisps, chocolate bars, biscuits and soft drinks. The full food entry policy is available at www.rovers.co.uk/tickets/foodentrypolicy.aspx
- There are 4 corporate areas at Ewood Park as the club have identified a tier system with regard to the type of hospitality a client wants. This varies from private executive boxes to tables in a choice of corporate lounges, there is also a more relaxed area offering traditional one-course options. Further details can be obtained from our hospitality team on 01254 690909 or www.rovers.co.uk/hospitality/
- The Blues sports bar is located at the Ronnie Clayton Blackburn End Stand where home season ticket holders can pay £1 for entry before or after a match. Further information is available on the website on www.rovers.co.uk/club/blues/
STEWARDING/CROWD CONTROL/FIRST AID
In order to assist with crowd control the club may ask supporters to move to different areas of the stadium but only when all other options have been exhausted.
In accordance with the requirements of the Green Guide the club employ stewards who have attained or are working towards their NVQ level 2 in spectator safety. The club stipulates that all steward supervisors are working towards level 3 if not already achieved.
First Aid is available at every match in accordance with the Green Guide and includes suitably qualified doctor(s), paramedic support with fully equipped ambulance and additional first aid personnel.
Blackburn Rovers FC recognises its responsibilities to ensure a safe and healthy environment, by endeavouring to maintain sound environmental performance, through the continued implementation of the environmental management system, which is integrated into the Club’s overall business activity.
This will include minimising significant environmental impacts, ensuring legal compliance, prevention of pollution, minimisation of waste and staff training.
Blackburn Rovers Community Trust is a registered charity (registered charity number 1117122) and is fully committed to offering all members of the local and wider community access to the highest quality programmes of grass roots football, education projects, inclusion initiatives and awareness campaigns to encourage off-field participation, success and enjoyment using the crest and brand name of Blackburn Rovers Football Club.
The power of football to engage, enthuse and motivate people, irrespective of age, gender and ethnicity, is now recognised on many stages. As a vehicle through which community cohesion and narrowing the gap in health, education, aspirations and opportunity can be addressed, the local draw of Blackburn Rovers and the unrivalled power of the brand name to bring additional credibility, cannot be underestimated.
2014 has been a progressive year for the Community Trust. We are fortunate to find ourselves working with an increasing amount of programme partners, including the PFA, Premier League, Football League Trust, @Futsal, TVS Educaton, British Heart Foundation, Blackburn with Darwen NHS, Blackburn with Darwen Council, South Ribble Borough Council, Blackburn Community Sports Club, Blackburn Children's University, Café Hub, Creative Support, and The AllTogether Club to name just a few.