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Our Customer Charter

Find out what you can expect as a customer of Luton Town Football Club

Luton Town FC Customer Charter

LUTON TOWN FOOTBALL CLUB 2020 LTD

Luton Town is a football Club at the heart of our community, with community at our heart. It is our mission to deliver excellence for our supporters, partners and sponsors across all areas of the Club, whether on the pitch, in the stadium, at our shops or online. We are committed to providing an exciting, welcoming and safe matchday experience for all supporters – regardless of age, gender, ethnicity, disability or sexual orientation. We are also committed to the long-term sustainability of the Club and ensuring that Luton Town continues to provide entertainment for its supporters for generations to come.

 

SUPPORTERS CHARTER

This Charter represents the Club policy with regards to the standards the general public can expect when dealing with all aspects and departments of Luton Town Football Club. It is displayed at prominent areas of the Club and appears on the official Club website.

 

SUPPORTERS LIAISON OFFICER

Contact Name - John Miller

E-Mail:  john.miller@lutontown.co.uk

Telephone: 01582 411622

The club also has a junior supporters matchday liaison officer.

 

SUPPORTERS SERVICE

Luton Town Football Club seeks to give its supporters and stakeholders the highest standard of service possible in all areas.

The Club will do its utmost to resolve any dissatisfaction through departmental heads and or staff addressing any complaint or grievance.

We recognise that all supporters and stakeholders should be respected and treated with courtesy and efficiency by all staff members at Luton Town Football Club.

If you have any queries, feedback or complaints, we will endeavour to help you.

Contact can be made by post to:

Supporters Services

Luton Town Football Club

Kenilworth Stadium

1 Maple Road

Luton

Bedfordshire

LU4 8AW


Email: info@lutontown.co.uk


Telephone: 01582 411622

The Club strives to respond to any contact from a supporter and stakeholder within seven days.

The Club responds by telephone, email or letter.

The procedure of supporter care and the standards we attain will be closely monitored throughout the season with the aim of improving in this area for the coming season.

In the event that any supporter feels that their initial complaint to the Club has not been resolved they should contact the Independent Football Ombudsman as follows:

The Independent Football Ombudsman

Suite 49

33 Great George Street

Leeds

LS1 3AJ


Email: contact@theifo.co.uk


Telephone 0800 588 4066


The EFL also has a supporter services department and has its own customer charter, which is available at www.efl.com/supporters/supporters-charter

This sets out the League’s policies. Andy Pomfret is the Supporter Services Manager at the EFL and is the principal contact for matters relating to customer services. Contact can be made in the following ways:

Club Relationship Department, EFL

EFL House

10-12 West Cliff

Preston

PR1 8HU


Email: enquiries@efl.com

Telephone: 01772 325829


Office hours: Monday-Friday (9am-5pm)

 

STAFF CONDUCT

Our staff will conduct themselves in a helpful and courteous manner in all dealings with supporters. As a business, we are committed to providing equal opportunities in employment and to avoid unlawful discrimination in employment and against supporters. This means we do not discriminate against people on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital or civil partner status, age, ethnic and national origin, pregnancy or maternity, disability or gender reassignment. We also believe that our employees should be able to work in an environment free from harassment of any kind.

 

CONSULTATION, INFORMATION & COMMUNICATION

In line with EFL Regulation 118 the Club will meet regularly with various supporter groups each season to discuss significant issues relating to the Club. Such meetings will be held with Supporters Group Committees in addition to a minimum of 2 public forums which will be advertised on the Club Website. 


The Club consults supporters on a regular basis through forums and via the official website.

The Club publicises its position on major policy issues in the Club programme and website – www.lutontown.co.uk.

The Club gives the earliest possible notice of any changes to its ticketing policy. For further details email Press & Media Manager Stuart Hammonds at stuart.hammonds@lutontown.co.uk.

 

EQUALITY, DIVERSITY & INCLUSION MATTERS

The Club appreciates that everyone is different and has something unique to offer and wants to respect and understand these differences and to make the most of everyone’s talents. The Club will actively promote equal opportunities throughout the business. The Club’s commitment to ensure Equality, Diversity and Inclusion is:

  • To promote an inclusive culture for all our staff, others who work with us, and the communities that we serve.
  • To provide opportunities that are accessible and appropriate for everyone.
  • To provide organisational capability for continuous improvement, learning and sharing good practice.
  • To work towards the elimination of all forms of discrimination and harassment.
  • To positively promote equality throughout all our activities and communications.
  • To create an environment in which individual differences and the contributions of all our employees and stakeholders are recognised and valued.
  • To create a working environment that promotes dignity and respect for all. No form of intimidation, bullying or harassment will be tolerated.
  • To ensure training, development and progression opportunities are available to all.
  • To regularly review all employment practices and procedures to ensure that no job applicants, employees, or stakeholders are treated less favourably than others.
  • To treat breaches of the equality policy seriously and to take disciplinary action when required.
  • To provide information and training to all employees so that they are fully aware of the issues relating to Equality, Diversity &Inclusion, and their responsibilities relating to it.
  • To ensure our Equality, Diversity & Inclusion policy is fully implemented.
  • To monitor and review the policy annually The Club will ensure that everyone is respected and can give of their best, irrespective of who they are or what job they do.

Staff with management, recruitment, and selection and/or training responsibilities will be given guidance in the implementation of the Equality, Diversity, and Inclusion Policy to ensure that they understand the Club's objectives and commitments as well as their own position in law.

Luton Town Football Club supports The Football Association and the EFL in their commitment to develop a programme of ongoing training and awareness, raising events and activities in order to promote the eradication of discrimination.

 

SAFEGUARDING

 Luton Town Football Club is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

The club has systems in place to ensure that the welfare of vulnerable groups is dealt with appropriately and sensitively.

Everyone working at the club has a duty of care to safeguard the welfare of children and young people by creating an environment that protects them from harm. Our standards of practice ensure all staff are fully aware and understand their responsibilities under safeguarding legislation and statutory guidance.

All staff are alert to signs of abuse or maltreatment and will refer concerns to the relevant Designated Safeguarding Officers using the agreed safeguarding procedures.

The club ensures that all staff that have a direct responsibility for children, young people or vulnerable adults (vulnerable groups) have been subject to the most stringent of recruitment practices which include DBS Checks and reference checks.


The Club’s safeguarding policy is available on the official website at
www.lutontown.co.uk/Club/safeguarding and the Club can be contacted at safeguarding@lutontown.co.uk for any safeguarding matters.

 

ENVIRONMENTAL POLICY

The Club takes its impact on the environment very serious and is in the process of developing a strategy to allow it to further grow and be sustainable.

The policy is currently being put together and will be available on the website within the next 6 months.

 

CROWD SAFETY/STEWARDING/ FIRST AID

Luton Town Football Club employs stewards and uses the services of stewards employed by independent contractors to support its own staff when events are held at the stadium. All stewards will have completed or be in the process of completing their Level 2 Certificate in Spectator Safety alongside the Action Counters Terrorism (ACT) awareness course. This is in line with the SGSA and NaCTSO guidance. The role of stewards is to look after the health, safety and welfare of visitors, as well as provide a quality fan experience.

Luton Town Football Club expects all visitors to comply with the ground regulations (see section below) and to act in a responsible and law-abiding manner. Failure to comply with ground regulations may lead to immediate ejection or non-admittance to the ground for one or more fixtures. This is both at Kenilworth Road and at any other stadium that ANY Luton Town team may be playing at. Luton Town Football Club will support any banning orders applied by the Courts / Law enforcement agencies or other football clubs and may request a fan or visitor to complete a behavioural commitment, if appropriate.

The main first aid facility is based in the north-west corner of the stadium, which is staffed by paramedics and/or St John Ambulance personnel. There is a secondary first aid location pitch side in the south corner of the stadium. At all first-team fixtures, there is also a dedicated ambulance on site. Luton Town Football Club do have first aiders trained and available to offer first aid. However, in the presence of a St John Ambulance member of staff, they will stand down and allow the paramedic to take control of the situation. All first aid boxes and facilities that are used solely for matchday are maintained and secured by St John Ambulance. In the event of accident, illness or injury, a steward should be advised so that the appropriate assistance can be arranged quickly.

 

TICKETING

Pricing:

The Club operates a scheme to enable supporters to pay for season tickets by instalments.

Allocation:

At least 5% of tickets for each game will be made available to non-season ticket holders.

Concessionary Prices:

Concessionary prices are available to junior supporters aged under 10, 17, 19, and 22 years, and disabled supporters . Two concessionary rates are available to senior citizens aged either over 65 or 75.

The Lower Tier of the Kenilworth Road Stand is designated for the use of family groups and junior supporters.

Disabled Supporters:

There are two disabled areas holding in total 28 disabled supporters using wheelchairs and 28 helpers. The Club also offers disabled admission to ambulant disabled supporters and their carers, in all parts of the stadium. Information regarding tickets for disabled supporters can be obtained from the Ticket Office on 01582 416976.

 

DISABILITY LIAISON OFFICER

Please contact:

Contact Name – Alice Kelleher


Email:  disabilityliaison@lutontown.co.uk              

Telephone: 01582 411622

The Club also has an official Disabled Supporters Association who can be contacted via email at ltdsa@lutontown.co.uk

Date of Sale:

Due to the possibility of date and/or kick-off changes and in order to inform supporters with sufficient time before tickets are put on sale, the Club will aim to meet the following timeframes for home and, where possible, away matches.

33 days prior to match – announce ticket prices and date of tickets going on sale

30 days prior to match – tickets go on sale

Away League Matches:

Where the Club’s allocation of away tickets from the home Club is restricted, a priority sales order will be used.

  1. Away season ticket holders
  2. Diamond season ticket holders and Exec members
  3. Season ticket holders
  4. General sale

Cup Competitions:

Tickets for home cup competitions are priced according to the importance of the competition.

For home and away cup competition matches, supporters will have the opportunity to purchase a ticket (i.e., their own seat if a home match) in the following priority sales order;

  1. Diamond season ticket holders and Exec members
  2. Season ticket holders
  3. General sale

Returns/Refunds:

The Club's policy on the return and distribution of unwanted tickets is as follows:-

Unwanted tickets returned 24 hours prior to the kick-off for any match will receive a full refund. Tickets returned after a game has taken place will not be eligible for a refund.

If a match is postponed before kick-off, tickets holders are entitled to free admission to the re-arranged game, or a refund on their ticket if returned to the Ticket Office at least 24 hours before the re-arranged match. If a match is abandoned after kick-off but before half time, spectators are entitled to free admission for the re-arranged match, upon production of their ticket to the Ticket Office at least 24 hours before the re-arranged match. Away supporters should refer to the point of purchase.


The methods of obtaining tickets are as follows:

Web: www.eticketing.co.uk/lutontown/default.aspx

Phone: 01582 416 976

Post: Luton Town Ticket Office, Kenilworth Road, Luton, Beds, LU1 1DH

Email: ticketoffice@lutontown.co.uk

 

Opening hours:

Monday-Friday: 10.00 to 15.00

Saturdays Non-Match day: 0900 to 12.00 noon

Saturdays Match day: 0900 to half hour after match finishing

Reduced Capacity Fixtures.

For any reduced capacity or behind closed doors fixture the Club will provide Season Ticket holders with either (i) access to watch each relevant home match in person at the stadium; or (ii) if stadium spectator access is prevented, restricted and/or prohibited for any reason, issue you (at no additional cost) with a pass to watch the affected match(es) in question via any available official streaming platform. Any season ticket credits, or refunds will be made at the sole discretion of the Club in accordance with our credit and refund policy applicable at the relevant time. The Club will endeavour to ensure this policy is at all times reasonable, fair and clearly communicated to our season ticket holders throughout the course of the season.

Discounts

Season ticket holders receive a 10% discount in the Club Shop on full priced merchandise on production of their season ticket book.

Free admission to development and youth team (excluding FA Youth Cup) matches played at the stadium.

 

Away Supporters at Luton Town

The Club abides by the EFL League regulations governing the allocation of tickets to visiting Clubs.

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. Concessionary rates apply to supporters of a visiting Club.

Full Terms and Conditions

Full ticketing Terms and Conditions are published on the official website at www.lutontown.co.uk

 

GROUND REGULATIONS

Luton Town Football Club will publish the applicable Ground Regulations on the official website at www.lutontown.co.uk/supporters/getting-to-kenilworth-road.

They will also be displayed on posters at the entrances to and inside Kenilworth Stadium.

They will also be displayed on posters at the entrances to and inside Kenilworth Stadium.

 

COVID 19 / CODE OF CONDUCT

 The Club will follow and adhere to the latest government and EFL guidelines, further information can be found on the official website www.lutontown.co.uk/supporters/covid-19-return/                

 

MERCHANDISE

Luton Town Football Club endeavour to provide quality football merchandise and serve our supporters and stakeholders with pride ensuring they are satisfied with both their purchases and the service they receive.

Luton Town Football Club aim to work with local suppliers wherever possible to ensure their merchandise has a local flavour to it as opposed to being generic.

The Club carries out its obligations under The Football Association and EFL regulations to prevent price fixing in relation to the sale of replica strip.

The Club offers refunds on merchandise in accordance with its legal obligations.

 

COMMUNITY ACTIVITIES

The Club operates a Community Trust backed by the EFL Trust, which organises a varied programme of activities aimed at all sectors of the community.

More information on these activities can be obtained from the Club’s Community Trust Offices on 01582 561622 or at community@lutontown.co.uk or via their own website www.lutontowncommunity.co.uk or the Club's official website.

 

PRESS AND MEDIA

As soon as the Club has any information to release this is relayed on the official website and via social media platforms, and subsequently the media are informed.

 

iFOLLOW & DIGITAL CHANNELS

The Club has its own video streaming platform, iFollow Hatters, on which exclusive interviews, behind-the-scenes content, live matches and highlights packages are available.

Subscribers can access premium content by paying annually, monthly or on a one-off basis by purchasing an individual match pass, with some videos available for free by basic pass registration.


The Club also has a website – www.lutontown.co.uk – and the following social media channels:

Twitter: twitter.com/lutontown (official account)

Twitter: twitter.com/HattersHelp (official support account for retail, commercial and ticketing enquiries)

Facebook: www.facebook.com/LutonTown/

Instagram: www.instagram.com/ltfc_official/

TikTok: www.tiktok.com/@ltfcofficial

LinkedIn: www.linkedin.com/company/luton-town-football-Club

YouTube: www.youtube.com/lutontown

Press conferences are usually held on a Thursday preceding a weekend game, and on a Monday preceding one played in midweek.

 

CHARITY POLICY

The Club operate a Club Charity of the Year policy in addition a Supporters Charity of the Year. Each season a bucket collection is granted to each of these charities in addition to one for the EFL’s nominated charity; the Royal British Legion Poppy Appeal; and the Salvation Army.

All details are available on the official website at www.lutontown.co.uk/Club/charity-partnerships.

The Club will also deal with all charity donation requests that come into the Club. Every request will receive a reply. Priority to the numerous requests the Club receives is given to locally based charities that in turn benefit the community.

 

DATA PROTECTION

The Club recognises its responsibilities with reference to all supporter information on our databases. All information is stored confidentially in accordance with the General Data Protection Regulation (2018) and no data is issued or used in any way without prior consent. Please visit www.lutontown.co.uk/Club/ltfc-privacy-policy for full details of our policies and how we handle data.

 

COMMERCIAL DEPARTMENT/CONFERENCE & BANQUETING

 We have a dedicated team who deal with all commercial matters including banqueting, corporate hospitality for match and non-match day operations and sponsorship. Our own catering team provide the highest quality of service at competitive prices throughout the stadium at all times, be it for match day or non-match day. The Club regularly monitors feedback from the stadium kiosks as well as corporate and hospitality events and functions that are held throughout the year and look at ways to improve the service and packages that are on offer at Kenilworth Stadium.

Please call 01582 411622 or email commercial@lutontown.co.uk for further details.