There were no changes to the minutes for the first meeting or for the conference call (second meeting).

Players requesting fans to sing:  The Club said that the manager and John Terry have made requests.  The manager mentioned this after the Leverkusen game.

Publicising Forum agenda items and advertising website links to Forum members:  The Club said that agenda items were not finalised in time but it intends to publicise these in the future.

Role of the Forum and how to best incorporate the worldwide fan base:  The Club wants to review this and will return to this topic.

Fans’ embassy/ information point:  The Club has looked at this and can’t find a practical way for this to be implemented.  There are concerns as to who would man this and whether personnel on a stall could answer the questions asked by fans on a match day.

Lack of steward availability to help operate East Stand lifts:  The relevant steward is in place again on match days to assist.

Financial Fairplay rules:  The Club has publicised these.

TICKETING
Pricing:  Fans would like cheaper tickets but understand the Club has to balance its finances.  Last season the Forum discussed the cost of STs but it was disappointing that the Club’s announcement of prices for this season stated that they were “in consultation with the Forum”.  This was misinterpreted by some to suggest that Forum members agreed with the new prices.  Many fans are already being squeezed by the prices which should be kept in mind for next season.

The Club stated that these issues will be considered but maintaining match day revenue is an essential source of income for the Club.

16-18 ST prices:  The Club stated that it intends to extend reduced prices from 17 year olds to 18 year olds next season.  The intention is for the Club to extend reduced prices from 17 year olds to 21 year olds over the next four years.

This measure is to help existing fans but doesn’t assist new younger fans.  The Club is very aware of that.

ST numbers/ encouragement of younger fans:  Fans said that it is vital to encourage loyalty amongst younger fans.  This must be good policy for the Club.

The Club said there is an intention to reduce the number of ST holders next season.  There may be a decision made not to replace the ST holders who don’t renew.  It is well documented that there is a fall off of c.1,000 to 1,500 so one possibility is not to replace them and to create more seats for younger fans.  The exact mechanism hasn’t been decided upon yet.  The opportunity for more young fans to attend matches has been requested a lot in recent years at the Forum and the Club is taking this on board.  This has to be started now. 

One fan suggested lower prices for groups of children attending together.  The Club responded that this would require additional supervision by the Club which isn’t necessarily possible.  Match day revenue must be protected as well.

Champions’ League (“UCL”) seat prices:  The Club is aware that this needs to be reassessed for next season.

Booking fees:  One fan asked if there could be a group rate for multiple purchases.  The Club responded that this topic comes up a lot.  The Club compares very favourably to booking fees at other clubs and events.  There has been no rise for many years.

Prices for over 65s:  One fan stated that someone aged 64 at the start of the season who turns 65 soon after is paying the full rate for their ST regardless.  This seems unfair in comparison to a non-ST holder of the same age who can buy an over-65s match ticket during the season.

The Club responded that child ST holders who reach the ceiling for their age group during the season still benefit from the lower rates for the whole of that season.  Administratively it would be difficult to look at individual birth dates for those in the 64/65 age bracket during the season and adjust each person’s prices accordingly.  The Club will consider this however.

All inclusive STs:  One fan stated that some clubs such as Arsenal include a certain number of cup games in their STs.  This would assist fans and the Club administratively.  The Club responded that it is not allowed to hold credit card data.  It is possible to take the funds at the start of the season and give refunds as Arsenal do if there are less than seven home cup matches.  One potential problem is that some fans don’t attend even though they’ve paid for the extra matches at Arsenal, which doesn’t look impressive.  We wouldn’t want the same problem atStamfordBridge.  A discount for those who pay for the extra matches in their ST is difficult to implement as some ST holders have to move for certain matches due to the stadium configuration.

The Club confirmed that one advantage of having non-ST holders acquiring cheaper tickets for many cup matches is to encourage a new and younger fan base to attend.

Ticket sales to members:  One fan asked how well the policy to encourage members to buy tickets is working.  The Club said that there are about 70,000 members.  Further to research about 60-70% of members buy tickets and others presumably just want the association with the Club.  Tiers of membership including non-ticket purchasing options were introduced about three years ago.

Europa League pricing:  One fan asked what the pricing policy would be if we don’t qualify for the UCL knock-out stages and go into the Europa League.  The Club said there have been no such discussions to date.  The relative status of the competition would be taken into account in setting pricing if needed.  The issue would not just be financial in terms of loss. 

Financial expectations:  The Club confirmed that budgeting is based on the team reaching the later stages of the UCL and for one home match in each of the domestic cups.  As the Club has stated previously, the Carling Cup does not earn money over all.

Loyalty points:  One fan asked if this could be reassessed for next season especially as a result of the QPR away match not being sold through loyalty points.  The Club responded that it could categorise QPR as a AA game next season which solves the problem.

Thomas Cook tickets:  Some fans were annoyed that home tickets in the Shed End for theLiverpool game went to Thomas Cook.  The Club responded that according to the agreement with Thomas Cook, 75% of their tickets are in the West Upper and 25% are in the corner of the Shed End Lower so none of those tickets are in the centre of the Shed End.  As a matter of interest, the East Upper is the third last to sell out usually followed by the Shed End Lower and lastly the West Upper.  The Club can review the arrangement with Thomas Cook so their tickets are in the West Upper if possible.  There may be a contractual problem though.

Ticket demand and sales:  The Club said this is the best sell-out of the stadium in the modern era.  It may take time to sell tickets for smaller matches but the number of tickets sold has been excellent, inclusive of all competitions.   Around 90% of corporate hospitality is sold, all boxes in the East and West stands have sold for the first time.  The Club speculated that this might be due to the growth of the Club.   The only tickets that may have been harder to sell are for the UCL group games.

One fan stated that Forum members want to help the Club in its aims.  The Club responded that it appreciates this and tries to be as open as possible with information.  The balance of match day, broadcasting and commercial sales is the key.  It is very important to develop the commercial side.  As soon as the team stops winning regularly, the Club is encouraged to buy players by fans and purchases have to be financed.  The Club welcomes commercial suggestions from the Forum.  Capacity is being reduced in the stadium every season due in large part to broadcasting requirements.  There is an increase in foreign rights holders each season for domestic matches who require more cabling, so not only UCL match capacity is affected.

One fan said that an option to help sell tickets is to try to encourage the c.20,000 non-ticket purchasing members to start coming to matches.  The Club responded that there are limited  tickets for members anyway so that isn’t a problem particularly.

Corporate/ sponsor tickets sold to away fans:  One fan said that four or five years ago there were some Spurs fans in the East Upper through Nike tickets.  The Club responded that these were sold through the Premier League (“FAPL”).  The Club throws out fans from sponsor areas if those fans are supporting the away team.  The new CCTV system greatly assists with internal security.

Other fans said there appeared to be many Arsenal fans in the East Upper recently.  The Club commented that generally the problem is policing tickets which go on general sale.

One fan asked if box holders are told not to bring away fans.  The Club said it tells box holders and their guests not to wear colours and for guests in those areas to behave.  There is no point in asking for an outright ban of away fans.  Our fans are often guests in boxes at away grounds.

Overseas supporter club tickets:  The Club was asked to ensure that overseas supporters have an opportunity to purchase tickets, as visits toStamfordBridge are very special and difficult to arrange.

The Club was also asked to ensure that supporter clubs in countries hosting the team in the UCL are given an allocation of tickets.  The Club replied that the policy has been changed and the Club tries to provide tickets.  However if there is a small number of tickets the UCL ST holders are given priority.  Tickets were provided to German supporter clubs as the away area in theLeverkusenmatch didn’t sell out.  There is now a Facebook tier as well to involve Facebook fans in the Club but ultimately away tickets can’t go to all those who require them every time.  There are so many supporter club members now – the number has doubled in the past two years.  The Club is aware there are huge numbers in the unofficial supporter clubs – perhaps less than a hundred in some European countries but in the hundreds and thousands for instance in Asia.  We have targeted them to become members.  We have reviewed membership enticements for them and how we engage with them as fans can’t generally come to matches.  We also have to police this area to avoid counterfeiting.

One fan asked whether the Club is developing a supporter base in African countries.  The Club responded that it encourages fans from overseas to come to matches at the Bridge apart from AA matches which are in greater demand in theUK. Africais a growing market and much of the work there is in the community such as Right to Play.  The market is not established enough to take the team there yet.  Potential sponsors are interested by our sizable fan base in many places.

There are a couple of supporter clubs inIndiaas well.  Our Blue Pitch schemes work well there and inAsia.  There are Blue Pitches inMalaysiaandHong Kong.  One was planned for  November inBangkokbut due to the floods we are working in Phuket.  We are operating inKoreaandIndonesiafrom January.  The approach is to work in the community first, followed by the team playing on the Blue Pitch.  Thereafter the pitch is left for the community.  The first team travelled to three countries last summer and the youth team will play in three countries next summer when the first team is in theUSA.  InIndiathe structure should be in place for next summer but we are mainly looking at an academy there.  The other club with significant penetration there is Bayern Munich who were there two years ago and are there again this summer.  There is no investment return at present; it is a long term strategy.

Publicity of home match ticket allocation:  One fan said thatLiverpool publicise this and maybe the Club can as well.  The Club replied that our figures are approximately those on the website: 25,000 ST holders, just under 5,000 hospitality of which 250 are held back on a match by match basis to entice new attendees.  Our family area is one of the smallest in the FAPL. The Club is happy to publicise these figures if they are of interest. 

ST moves:  The Club allows fans to move every five years at present and the next move opportunity is next summer.  Some fans asked if such moves can be annual as some other clubs allow.  The Club responded that it is only when fans don’t renew that others can move but that could change if ST holders giving up their tickets are not replaced next summer, which will free up more seats.

The Club said it has no problem with ST name changes unlike some other clubs.

Member ticket positioning:  The Club was asked if members could choose a specific gate when purchasing their seat.  The Club said that the Fulham website system is very slow due to fans being able to pick their seats.  The Club wants to get the balance between choice and speed and has to sell far more tickets than at Fulham, for instance.

Turnstile entry:  The Club responded to a query regarding slow access to the stadium that there is less frustration this season as the Matthew Harding access problems from last season are resolved.  There is no easy way to get tens of thousands into the stadium five minutes before kick-off.  Fans having paper tickets rather than ST cards doesn’t slow access into the stadium.  The Club is considering ticket purchase machines as in cinemas.

Away ST scheme:  One fan asked for the Club to provide transaction statements to those in the scheme.  Another club provides this.  The Club said it would look into this option with Premier Credit.

Delivery address for tickets:  One fan asked if ticket purchasers could provide a different delivery address than the billing address they provide.  The Club replied that this option is not offered due to the risk of touting.

Additional games added to ST cards:  One fan asked if it’s possible to add additional match entry to the ST card.  The Club replied that this would be a problem as the usual seat location is printed on each card yet some fans have to move for various matches so stewards and fans may get confused.  Paperless tickets are a more likely option for the Club in the future.

Loyalty points for members:  The Club was asked why ST holders get priority over members for additional tickets.  The Club responded that this is in the policy and that most members will be disadvantaged due to the number of loyalty points that ST holders receive automatically if loyalty points are the only factor in selling tickets.

60/40 away ticket split:  One fan said there was a game in which members didn’t take their allocation and it dropped to zero, whilst ST tickets are generally sold quickly.  The Club stated that again it follows the policy carefully and is open to proposals to alter the split balance.  Fans agreed that the 60/40 current split shouldn’t be altered.

Fans added that generally the feedback amongst fellow fans is that Graham and the box office team now provide the best service fans have received.

UCL away tickets:  One fan asked why there is only one and a half weeks for fans to order and receive away UCL tickets.  The Club responded that fans should send requests by email instead which should save time.

The Club added that it tries to accommodate sales of UCL away tickets within two hours of kick off at other home matches.  If the box office is bombarded with fans needing tickets or having issues regarding that day’s match, however, it may not be possible to deal with such requests but staff try and help where possible.

The Club will review all of the ticketing comments and proposals in consideration of next season’s policy.

TOPICS FOR THE REST OF THE SEASON

Fans said they welcomed the opportunity to find out more about the overseas fan base. 

The Club stated that the Fans’ Forum will need to incorporate more than match day issues in future.  The Forum needs more engagement on an international basis and wider understanding of marketing aspects of the Club.  Sponsors play a major role internationally as well. This is the feedback the Club is receiving. 

The Club is also concerned that some Forum members don’t speak for fans and that individual views are being offered instead.  This is a worry for the board. 

Revenue streams and the international fan base haven’t been on the agenda in the past year.  The Forum has achieved a lot since its inception but there is little more the Club can do substantively regarding match day issues.  The Club will come back with proposals to remedy this for next season.  It may be that supporter groups from overseas must be better represented on the Forum. 

Fans responded that they are happy to help with such communications.  The Chelsea Football Fancast said it has c25,000 listeners including overseas supporter contacts who are happy to attend the Forum.  Beth Wild from the USsupporters group could have attended today.  Another fan said ourUKsupporters can act as ambassadors for the Club during overseas tours.

The Club responded that it must consider the methods of engagement as well.  We need to engage with international fans more.  There are international websites for the Club in place and the team travels overseas in the summer.  The Club is aware of the efforts of fan groups with overseas fans though.

One fan highlighted his group’s involvement in the Make a Wish Foundation for those whose wish is to visit the Bridge.  The Club has been excellent in response but originally this issue came to light from a post on a fan site fromArizona.

The Club’s international dimension, review of the Forum and Club media were requested as topics.  The annual survey results will be presented at the fourth meeting. 

The Chair said he was awaiting more specific details from the Forum member who earlier requested a discussion on the Academy.

ANY OTHER BUSINESS

Away fans positioning:  The Club commented that away fans can seem noisier at the Bridge than our fans at times but added that our fans are loud at away matches too. 

 One fan said that East Lower seats are some of the worst in the ground and the Club could look at moving away fans back to that area.  It may help our fans to sing more if away fans are nearer the Matthew Harding Stand.  It is a problem for away fans being in the East Stand with home fans though. 

The Club said there may be more unsold seats if the numbers of away fans in the East Lower need to be limited or the tickets don’t sell.  In the Carling Cup the away team receives 15% of tickets so away fans may have to return to the Shed End.  The Club has to charge away fans the same prices as home fans are charged for an equivalent seat.  There would be additional problems with concourse segregation, providing disability places, reconfiguring food outlets, ensuring segregated toilet areas, avoiding home fans being above away fans and vice versa, ensuring that fans can be evacuated in the required time in an emergency which affects whether we get our ground certificate.  The Club isn’t happy with the current positioning of away fans but there is no obvious solution at present.

Ground entry time/ pre-match bar sales:  The Club tried extending stadium opening times to 2½ hours before kick-off in some areas including Jimmys previously, but fans didn’t arrive earlier.  Fans commented that increased revenue could come from better advertising of Club facilities/ bars being available before a match.  This is especially true as there are fewer pubs in the area now with those remaining being very crowded and their prices having increased in recent years.  Therefore the Club may find fertile ground for increasing pre-match revenue.  The American market may provide a useful template for pre-match catering. 

The Club responded that it welcomes fans arriving earlier at the stadium before a match.  Catering staff and outlets would need to be coordinated.  The American experience of pre-match catering is different though.

The Club will review stadium entry times and pre-match bar options.

Large screen:  The Club confirmed that the new screen will be in place in December.

Media coverage of John Terry:  The Club was asked how it responds to arguably libellous articles in the media.  The Club stated that such stories can affect its relationship with a particular newspaper and that complaints are made where relevant.  In the case of the Brian Reade piece complaints were made.

Pre-season tour:  The Club said the tour will be announced in mid-January.  Timing will be tight this year due to the European Championships and the Olympics.  The Club is supportive of players who want to play in the Olympics although it must take into consideration the number of matches a player will be involved in during the season and also consider insurance issues.  The Club will work around this just as it does for the African Nations Cup.  One problem is that the Olympics squad doesn’t need to be named until quite late.

Some of the Olympic squads may use the Club’s facilities and the stadium may potentially be used for international friendlies.

Opening remarks: The Chair welcomed new members to the Forum. There are still vacancies on the Forum for at least one more supporters club representative from the UK (to ensure at least two supporter club representatives), and for the disabled place. The Club said that those groupings have their own meetings so may consider that their concerns are dealt with separately to the Forum.

The Chair requested that email discussions are kept to the minimum so the emphasis for debate is at the meetings.

MINUTES OF THE LAST MEETING

There were no changes to the minutes. Replies to previous action points were as follows:

Star on a Stool events: The Club have reviewed the packages. The next event on 13 October will be £18 including a free drink. Proceeds will go to the Trust.

Wall between West Stand and Shed End: A vote took place on the mural options in the summer and the new mural is in place. Forum members were happy with the design.

Badges: There have been additions to the range of badges on offer. The range will continue to be reviewed.

UCL away tickets: The two hour pre-kick off ban on collection of these tickets is being relaxed today by the Club. This will be reviewed on a match by match basis.

Peter Osgood Statue: There are no current plans by the Club to light the statue. There are issues with the neighbours regarding lighting at night.

ATMOSPHERE/ STEWARDING

Standing at matches: Patrick Coffey put forward a document to assist the discussion. Fans are arguably more likely to sing if they stand. Stewards can be over-zealous in asking fans to sit down in the Matthew Harding Lower Stand.

The Club said that Keith Overstall, the Club’s head of security, is aware of complaints from fans who want others to sit down. The number of complaints has gone up recently. Some clubs have had allocations cut due to persistent standing amongst away fans. The Club has to adhere to laws and regulations and must therefore enforce sitting at matches. There are no plans for the “Standing Roadshow” to come to Stamford Bridge.

Atmosphere overview: The Club is limited as to what more it can do to assist a better atmosphere. The Club can’t introduce ideas – such as unallocated seats – that will result in empty spaces, as discussed last season. At big matches, such as Old Trafford last week, our fans can be really loud. Having an area for singing does not address the problem as a whole. The team don’t sense there is a problem generally.

One fan said that the manager recently called for a better atmosphere. Fans agreed that it is largely for the fan base to improve the atmosphere.

Microphone: One fan proposed having singing fans with microphones, as in Barcelona. Large and therefore successful clubs don’t generally sing much around Europe: succeeds breeds complacency. A sterile atmosphere doesn’t look as good on TV and therefore doesn’t enhance the Club’s appeal.

Cleaner songs: Some fans considered that cleaner songs may encourage others to sing, especially younger fans and their parents. Stoke for instance seem to have cleaner songs.

Singing areas: The Club said there have been atmosphere sub-committee meetings in recent years but new initiatives are not coming through. We tried a singing area for one of the cup finals and that area didn’t sing; non-singers went there to be amongst those that do!

Flags: The Club said that flags were tried and were very popular at first. Once other clubs either followed or criticised us, fans said they didn’t want them so much.

Player appeals: Fans respond to players requesting that they sing.

The Club will ask players to request fans to sing.

Stewarding: Many Forum members mentioned their stewards as being extremely helpful including at: West Lower Gate7; East Stand generally and Terry at the East Lower in particular; Emma in the Shed Lower. The common theme is that reasonable and friendly stewarding greatly assists stewards and fans. The Club said there are around 1,000 stewards around the ground and it tries to ensure continuity of stewards in particular sections of the ground.

COMMUNICATION WITH THE FANBASE

The Club said that the Forum is, in some people’s perceptions, representative of only the views of those attending from fan groups. Social networking has allowed the Club to receive a huge number of other views and they don’t necessarily chime with those expressed at the Forum. The main issues discussed each year are still ticketing, atmosphere, tickets for 16-21 year olds and booking fees.

The Club said there is now a fan base with 75% between the ages of 14 and 25 worldwide. During the recent Asia tour, our Club, Liverpool and Arsenal played against the same Malaysia select team. 85,000 came to watch our match – the largest crowd and very much the youngest profile of the three attendances. The Club must focus on how to incorporate that support. Turnover in our store in Hong Kong on a match day is the same as turnover at the Bridge on a match day. The Club is now massive in Asia and that is starting to generate substantial revenue. The Club questioned whether their interests are represented at the Forum as overseas developments have not been discussed prior to today.

Fans confirmed that they want to have more two-way communication with the Club and are happy to hear more/ contribute more about worldwide developments for the Club.

Fans said that the Forum should be better publicised. Apart from the announcement that applications are open the Forum gets little publicity. For instance the results of the application procedure did not appear to be not publicised. The Club should also better promote Forum successes and could summarise where the Forum and Club are on major issues. It has taken four years for the 16-21 year old issue to be resolved so the Forum has made a difference with that.

One fan responded that fans who go to match are going to be most concerned with the match day experience.

The Club will publicise forthcoming agenda items and advertise links to the Forum members for feedback/ comments.

The Club said it is aware of the loyal matchgoing fan base and there is a lot of work undertaken in the community and with the Olympics etc. Therefore the Club’s reach is immense away from match days. Last season we had the largest number of televised matches amongst Premier League (“PL”) teams. Once fans follow the team a lot will stick with us. The Club already has supporter club meetings but it would be useful for the Forum to hear more from fans around the world including what they want from the Club. The Club will develop new models of communication over time.

Forum members said they appreciate they are limited in the extent to which they can speak for worldwide fans. However many fanzines/ fan sites have a lot of feedback from their overseas followers and representatives at the Forum are very aware of the overseas contribution. New Forum members need to explore issues that may have been discussed previously as they may not fully realise what was decided at previous meetings.

The Club will consider the role of the Forum and how to best incorporate the worldwide fan base.

One fan commented that last season’s Forum was very successful over issues including the Star on a Stool reductions, not needing to show documentation for away Champions League (“CL”) travel, 16-18 ticket prices, choice of away ST seat positions, the opportunity to miss one match as a CL away ST holder and not have to leave the scheme, and review of the two hour window limit for collecting CL tickets.

STADIUM

The Club said it wants to get the naming rights in place for next season. If the right partner is not found it won’t proceed.

There are no announcements to make on either relocation or increasing the stadium capacity. Amongst the board there is an awareness that it will get harder to compete with our current capacity but this is why the extra revenue from worldwide support will help. The fact that we are in a vibrant part of such a popular city is an appeal worldwide. We don’t rule out future development or a move if the right opportunity arises.

FANS’ EMBASSY

One fan proposed that, as a means of promoting the Forum, helping fans with practical match day questions or allowing them to raise issues for the Forum, a desk on match days could be set up. This could be a very useful link between the Club and fans. The ticket office is basically the information centre on a match day at present and a fan information area would get a high profile presence. It might be necessary to have a Club official on the stall as well.
Fans and the Club considered that there are already links to the Forum via the Club website but that an information point in the ground could be developed. It could close at say 1pm for a 3pm kick-off to avoid overcrowding approaching kick off.

The Club will consider the possibility of introducing a Fans’ Embassy/ information point and what its precise remit would be.

CL TICKET PRICES

Some fans considered that new prices are too high given there is a 33% increase in prices. This is a 66% increase for CL prices over two seasons. One fan claimed that the Club had to use widespread advertising and gave away a large number of free tickets to achieve the crowd size for Bayer Leverkusen. It was galling to hear in the pubs of others who received free tickets.

One fan expressed disappointment in the wording of the ticket price announcement generally last season which implied that the Forum backed the new prices, whereas the Forum had said that only a small increase overall could be justified. Those increases were too great.

The Club responded that the 16-21 year old concessions were introduced to help many fans and during the discussion fans said they would accept an increase to help pay for it. There has only been one official email complaining about the CL price structure since then. The Club has set the strategy for CL prices and it won’t change for this season. The Club has to consider revenue for the season as a whole. It is prepared to address a situation where we don’t get a full stadium but it expected the prices to still provide for a full stadium for CL group games.

Another fan agreed that the 33% increase was too great and should be reviewed. This is an opportunity for the Club to show it takes on board feedback from the Forum. One fan suggested that if prices are maintained then more concession tickets for 16-18 or 21 year olds could be introduced for CL matches.

The Club said there is only two and a half weeks to sell those CL tickets and that a full house is hard to achieve in that time period anyway. It is not possible to say we would have sold out if prices were much lower. We won’t state how many free tickets were given out but our Corporate and Social Responsibility (“CSR”) programme is substantial and there is a cost to that. Tickets went to the Academy and some of the foundations. We give tickets to our charity to help with that. The Club increased Carling Cup prices and still got a very good crowd. It is up to individual fans if they can afford a match and it is up to the Club to ensure the ground is as full as possible. Bayer Leverkusen and Valencia are very big teams in Europe and the prices are lower than PL matches.

Fans responded that the PL is generally more popular at least at the group stage and that the Club gets mocked when it can’t fill the ground for CL matches. Another fan stated that Manchester United charge £42 for CL matches. Some fans asked for the reintroduction of an ST for CL matches at a reasonable rate per match.

The Club responded that the problem with STs is that so many fans get moved to a non-ST seat and may want to wait to see if they can buy a better seat if they are moved. Some fans said they would accept that risk if STs were reintroduced for these matches.

ANY OTHER BUSINESS

STs: The Club said that as per previous seasons, only 1,000 – 1,500 chose not to renew. We still have 25,000 ST holders. The loyalty points number did drop but we still sold all those available. One option in the future is to keep more ST seats back for concessions.

Lifts: In the East Stand disabled fans have to walk down as there is no steward to operate the lift from outside. The Club will rectify this.

Finance/ Financial Fairplay: The Club provided an overview of the new rules and summarised that income must match outgoings. A €45 million loss is allowed over two years. Then the maximum loss is €45 million over three years followed by a €30 million maximum loss over the next three years, so it is a gradual change. There is a financial control panel under UEFA in Switzerland headed by a former Belgian Prime Minister so it is being treated extremely seriously. It will be interesting to see how the authorities implement this in practice. There may be warnings given out for transgressors first of all. However we don’t intend to take that risk. Players bought at great expense to break the rules may be banned from playing by UEFA.

The Club is aware that fans want to know more about the rules and how they will affect us. The Club will publicise the new rules.

We need a team that will keep competing. The owner can’t keep bankrolling the team so Financial Fairplay helps concentrate financial planning. We need to be in a position to be self-financing having spent a lot in a relatively short period to be successful on the pitch. We have brought in major new players and with a new manager as well, the style is developing on the pitch.

We can spend money under the rules on our academy or on the stadium but the emphasis is on a club’s turnover not all being spent on salaries. Clubs can do what they like if they are not in European competition.

Manchester United has introduced advertising on dugouts and on training kits. Each club has a different approach and we are satisfied with ours. At the present time our contract for playing and training gear is sold to Samsung. We are also conscious that some fans don’t want to pay out for three kits so definitely wouldn’t want to buy more.

The Club stated that broadcasting rights are split between Europe and the PL. Those are pretty constant as long as we are successful. Strangely our profits increase with better League finishes but with some competitions such as the Carling Cup, the Club doesn’t make a profit due to running costs and bonuses, for instance.

In the stadium, every corporate box on offer in the East and West Stands is sold out this season for the first time in five years. We have a full stadium for most games. The extra c.35,000 seats at Old Trafford gives them an extra £50 million revenue each season. They also have double our 5,000 corporate seats.

That apart we want to encourage sponsors to appeal to our fan base. The Club’s “reach” is immense. We have just appointed a managing director to develop the CSR programme in Asia and are the first club from our league to have an office there (in Singapore). We have an agreement with the Asian Football Federation to work with 46 Asian countries to develop our work in areas such as coaching, education and nutrition and we have our contacts with Samsung and other sponsors there. You will see the retail side really expand in Asia. We are Adidas’ number one team worldwide. Manchester United have one million credit card holders in Korea but may be based on having a Korean player.

Transfers: One fan asked whether the Club should still pay very large transfer fees for one player; the recent example being Fernando Torres. The Club responded that it would continue to do so when appropriate and is sure that his true quality will continue to be come to the fore.

Summer tour: We won’t be in Asia next summer not least due to the major summer championships – we have 11 players probably at the European Championships which finish around 1st July. There is also the Olympics in late July/ August. If we travel abroad fans want to see the biggest names playing so we will just be honest as to who we can bring.

There are no plans at present for a pre-season match at Stamford Bridge; apart from first team matches there are also junior matches here anyway. The priority for travelling is getting the team prepared for the season and the commercial aspect comes second. The facilities in Seattle were phenomenal so that is an appeal. In Asia it’s extremely hot and if it rains there are problems with travel.

The Club would consider any proposals for testimonial matches though it can be difficult to find space in the calendar.

Large screens: One fan asked when the large screen would be replaced. The Club commented that one screen was replaced recently and the screen that was fine in the summer is now broken. The replacement screen should be in place by Christmas.

QPR away: One fan asked why away ST holders are being given the top tier there and another asked why tickets aren’t being sold by loyalty points. The Club responded that the top tier is viewed as having the best seats. As regards loyalty points the ring fenced matches are decided long before the season and this match isn’t on the list.

The meeting ended at 12.30pm.

Attendees

• Acott, Graham – season ticket (“ST”) holder
• Alexander, Chris – Club Finance and Operations Director
• Anastasi, Joe – non-UK branch
• Atkins, Steve – Club Head of Communications and Public Affairs
• Bussey, Liz – over 60 age group
• Coffey, Patrick – member
• Fiorellino, Trizia – Chelsea Supporters Group
• Gordon-Brown, Patrick – Chelsea Supporters Club
• Gourlay, Ron – Club Chief Executive
• Jenkins, Simon – home/ away ST holder
• Johnstone, Dave – CFCUK
• Krendel, Paul – exec members/ box holders
• Marriott, Bryan – family section
• McCall, Mark – Leadership Factor (guest)
• Milham, Richard – Club Head of Global Merchandise
• Neat, Mike – non-UK branch
• Newby, David – Club Marketing Manager
• Parsons, Veronica – branch
• Regan, Andy – Electoral Reform Services (chair)
• Sampson, Peter – CFCnet
• Shaw, Martin – member
• Smith, Graham – Club Head of Ticketing/ Head of Supporters’ Liaison
• Wright, Frank – ST holder

Apologies for absence

• Brown, Francis – 16–21 age group
• McGeever, Timothy James – disabled section
• Micallef, Chris – non-UK branch
• Talbot, Robert – member

(Action points are underlined.)

The Chair welcomed Patrick Coffey, Richard Milham and Mark McCall to the meeting.

MINUTES OF THE LAST MEETING
There were no changes to the minutes. Replies to previous action points were as follows:

Confiscation of bottle tops:  The Club stated that there is still concern that a bottle will be used as a missile and the policy will not change next season.

Access to lifts on a match day:  The Club said that passes are only provided via applications made to the disabled section.  Passes can be provided for the long-term or on a match by match basis.

Champions League (“UCL”) travel information forms:  This will be announced as part of next season’s ticketing policy.

Breakdown of ejected fans between UCL and Premier League (“FAPL”) matches:  In the UCL, including the Manchester United match, 50 away fans and 18 home fans have been ejected.  89 away fans and 75 home fans have been ejected in the FAPL.  Two disabled fans had to be ejected at the midweek match.

Shed End catering during matches:  The Club said that catering outlets are closed ten minutes before kick off and open five minutes before half time.  They are all closed for the second half.  All Shed Upper outlets sell alcohol.

One way exit system at the Shed End:  Access from both sides is closed before a game but access will not be closed after matches. Such issues are kept under review.

Policy for programme sales in the event of a postponed match:  The Club now has a policy of selling the programmes regardless.

Supporters’ tournament:  This will be held at Cobham on Sunday 10^th July.

Stars on a Stool events:  The Club said that original packages were £15 including a pie and one drink;  now the package costs £35 including a more substantial meal and three drinks. All proceeds go to the Chelsea Foundation.  Fans said that this was still expensive and part of the original idea for the cheaper events was to bridge the gap as there is no general supporter access at the training ground.

The Club will review whether this package can be altered e.g. not all-inclusive packages.

Operation of the large screens:  The Club confirmed that both are working fine.  One was replaced last summer.  In response to a fan’s question, the Club confirmed that TV screens in the concourses are usually switched off at the start of the second half.

Wall between West Stand and Shed End:  The Club will consider mural designs. Fans suggested that supporters generally can vote on their favourite option.

Vote on favourite mural option to take place in the summer.

Away match tickets:  Fans raised complaints about the ratio of ST and members’ tickets for Old Trafford in the UCL.  The ST allocation sold out quickly whilst tickets for members were advertised as being available potentially to those with no loyalty points.  Some members probably bought tickets for ST holders who were unsuccessful in buying tickets originally.

The Club confirmed UCL rules that 5% of the allocation goes to the away team, hence we got 3,700 tickets.  Both ST and members’ tickets are sold over a four day period and the Club expected both sets to sell out on the second day.  This is the first time such a discrepancy in sales has arisen and the Club will monitor closely what the pattern of sales is for the forthcoming FAPL game at Manchester United.  Under current rules, ST holders receive all tickets as a priority for semi-finals so the problem would not arise if we progress to the next round.

Fans said that towards the end of the sales period for members’ tickets for this match, fans’ message boards received comments about the fact that tickets weren’t selling, which may have encouraged the last tickets to be snapped up.  One fan suggested that the Easter break may account for members’ tickets not being sold fast as many members may be away, whereas ST holders are more likely to schedule their holidays away from match dates.

Options suggested by fans included:

• If members’ tickets go to those with too low a level of points, they revert to being sold to ST holders;
• If members’ tickets are not sold within a particular timescale they revert to ST holders;
• Better reward long-term loyalty;
• The 60-40 split (in favour of ST holders) only applies to the group stage of the UCL;
• A review of the 60-40 split.

The Club pointed out that the Forum voted previously to retain the split of 60/40 for next season. In the light of the above comments, fans voted on the following basis:

60-40 split for next season: 4 in favour
70-30 split for next season: 10 in favour

with 1 abstention.

One fan asked if this vote would be binding.  The Chair replied that the Forum can only make recommendations but on this issue the Club has always implemented the Forum’s recommendations in the past.  The Club said that fans are over-reacting to this one match and that the new recommended policy is not fair to members.  A lot of time was spent in previous meetings in formulating this policy and it would be wrong to make changes without looking at the effects of a policy on all matches.  The Club would rather keep the 60-40 split for now with the power to intervene if such a scenario happens again (e.g. members’ tickets sell very slowly).

One fan said that the split was only introduced originally to prevent ST holders picking the best matches.

Fans decided to re-vote, with the following results:

60-40 split for next season with the Club utilising an override if required:  11 in favour

70-30 split for next season: 0 in favour

with 4 abstentions.

The Club confirmed that travel information forms are not needed for the Manchester United UCL match as it is in the UK.

Sales of UCL home match tickets:
The Club said that, as regards the lost seats for UCL home matches, UEFA require 2,000 sq ft for outside broadcast units in the Matthew Harding Stand.  The allocation for outside broadcasting gets higher for later rounds in the competition.  Sometimes the seats are reallocated to the Club at a later date if a particular country chooses not take up their spaces.  It is one of the drawbacks in not having a new stadium.  The Club could consider branding on the netting to make that area of the stadium look better.  The Club has looked at all possibilities to minimise the number of seats lost.

The number of seats allocated for away fans is calculated as a proportion of a full stadium, so proportionately becomes higher in the latter stages of the competition. The Club could have given 2,000 tickets only to Manchester United at Stamford Bridge but decided to give them 3,000 as we can’t segregate at the 2,000 seat mark.  Alternatively 1,000 seats remain empty.  The Club is already disappointed that it loses a proportion of the capacity for UCL matches.

FANS’ SATISFACTION SURVEY
Mark McCall presented the results of the survey.  The Club requested that Forum members only publicise information from the executive summary.  Forum members are welcome to see more in-depth figures.  The Club would not want to advertise the full results to other clubs.

Comments on the issues raised in the presentation were as follows:

One fan questioned how the virtual waiting area works for ticket purchases.  The Club confirmed that a virtual purchaser does not move from the waiting area based on how long they have already waited.  The Club does not want to introduce a formalised queuing system as fans would join the queue hours or even days before tickets go on sale.  The Club tries to ensure that fans are prioritised for purchases according to the loyalty points policy anyway.

Recommended priorities for the Club next season as stated by the Leadership Factor include booking fees, availability of tickets and atmosphere.  The Club said that availability is slightly surprising.  This may be a communication issue as for most matches members should not have a problem obtaining tickets.  As regards booking fees, one fan suggested that booking fees be charged per transaction and not per ticket.

The Club would like atmosphere to be discussed early next season. Some interesting ideas were proposed in the comments section.

The Club has also addressed entry times for the stadium recently.

MERCHANDISING
Richard Milham introduced the topic.

One fan asked why goods cost more at the Megastore than elsewhere.  The Club replied that the online partner is Kitbag, a global company, whose buying power is much greater and who can therefore negotiate better prices.  The Club can’t set a price for goods.  One fan pointed out that certain high street outlets also have this buying power now.

The Club stated that licensing by the Club is carried out according to a code of conduct.  Adidas obviously have high standards.

One fan asked what supporter input there is for new products.  The Club said there are substantial supporter comments received but the Club must also consider market trends.

In answer to a question about the relatively small size of women’s clothing, the Club said that the best selling size used to be large and now is extra large.  The Club is aware that there may need to be a further size introduced.  Shirts come out of different factories so there is inconsistent sizing produced.

One fan asked whether the Club can consider a bespoke range of clothing at higher prices but with better quality.  The Club replied that past sales figures suggest it would not be very popular.  Products with Boss, Sergio Tacchini and Lacoste were not successful.  Thereafter there were deals with Armani and now Dolce & Gabbana.  The Club is therefore reliant on its partners.  The Club found that subtle merchandising doesn’t sell at present and there is currently a “big and bold” trend for the Club crest/ slogans etc.  Rugby shirts don’t sell well at present.

The Club has to order large quantities of each product these days so it has to be sure that a particular product will sell.  Price seems to be the main driver at present according to feedback received.

One fan asked why the contract with Toffs ended.  Toffs have a statement on their website about it.  The Club said that it has either used Score Draw or Toffs previously and for commercial reasons the Toffs deal ended.  The Club is happy with the quality of the Score Draw products.

One fan asked about use of the word “Chelsea” and suggested it is unfair to stop badge producers from using the name.  Badge collecting is a long-standing tradition amongst a number of supporters.  The Club responded that it has a trademark which has to be protected.

The Club does not produce a sizable range of badges and is happy to reconsider whether more should be offered. The Club will speak to various sources about this, and can also consider whether sales points for badges could be on the concourses or other points in the stadium.

The Club said that it is probably the leading club to prevent counterfeit versions of its products being sold in Asia.  One fan asked why UK fans have to pay more than Asian fans for products.  The Club responded that the range of products is different around the world e.g. sizes are different.  Price differentiation is practiced by all businesses for different markets.

The Club said that it also cannot compete on price for DVDs with sellers such as Amazon or Play.com due to their relative buying power.

One fan asked if the Club is preventing flag manufacturers from using the name “Chelsea”.  The Club said that it has prevented use of the Club crest but not the word “Chelsea” to date.

Fans asked about the kits for next season.  The Club said that the only change in the tone of blue was in 1997.  Otherwise it’s reflex blue (pantone 025).  The colour looks as if it changes due to the type of material used at different times.

The new kit will be launched this week.  Fans differ as to whether they want any red in the home kit.  The Club expects the new home shirt to be the most popular yet.  It’s produced by Adidas and will be available on 12^th May.

As regards the away kit, standard yellow didn’t sell well last time.  The best seller was “electricity yellow” and in particular kids loved it.

Overall, the Club is involved in considering different colours and designs for new strips.  Adidas do not handle this process in isolation.

FURTHER TICKETING ISSUES
Thomas Cook advert for the Manchester United UCL matches

The Club spoke to Thomas Cook yesterday and asked it to make clear in future that away match tickets are only available based on loyalty points.

One fan asked how many tickets are sold by Thomas Cook for home matches.  There is a concern that away fans can buy tickets in Chelsea areas.  The Club stated that if this is proved then the Club will take away its right to sell tickets.  This has not been a problem before and Thomas Cook is responsible for the tickets it sells.  The Club discusses the procedure with Thomas Cook in detail at the start of each season.

Match day collection of tickets
One fan asked why there is a time limit for ticket collection two hours prior to kick off.  The Club said that only those trying to collect tickets for matches on future days are not allowed to do so within two hours of a kick off time, i.e. the rule is intended to help those who never received a ticket or need a duplicate for the match about to be played, who then have access until kick off.

The Club will consider relaxing the rule for those collecting UCL away tickets.

However there is a concern that too many windows will be used for this and prevent fans collecting tickets for the match that day.  There is already some space lost in front of the ticket office due to the disability queue now introduced.  The Club can use collection machines when required.

Viagogo
The Club said there is a new contract in place with them.  Sales have increased.  Fans can withdraw tickets from Viagogo if those tickets don’t sell and the fan changes their mind about selling it.  The sale price reflects the original ticket price.

As regards Olympic tickets, the policy is unclear regarding resale prices.  One fan said that for gigs or West Ham ST holders, buyer and seller can agree their own prices.  The Club said it could only monitor its own sale arrangements.

The Club said that the new ticketing policy would be announced on Thursday.

ANY OTHER BUSINESS
Flags for the Manchester United UCL home match

One fan asked why these were not provided.  The Club replied that some fans indicated that they don’t want them for every match.  The players like them being displayed.

Safe standing
One fan asked why there is inconsistency with stewarding between home and away fans.  Also, what is the position with the safe standing campaign as publicised recently?  The Club said that the campaign has been rejected by the FAPL.  Safe standing won’t happen as attendances would have to be cut due to health & safety which would have major repercussions on turnover.  The authorities are strongly opposed to it.  There is a system for seats to tip up so an area can be used for standing or sitting, but the desire for change does not exist at present.

The Club added that clubs will steward or police standing in different ways in different stadia.  There is an attempt at Chelsea to be consistent.

Racist chanting
One fan asked if Spurs fans will be policed for any use of the word “yids” when Spurs play at Stamford Bridge.  The Club replied that the policy is consistent amongst all matches here.  The Club added that it was not happy with the kick-off time.  The Club appealed against this but the appeal was rejected.

Stadium naming rights
One fan quoted a newspaper report that the Club was asking too high a price.  The Club replied that it announced its intention to find a suitable sponsor in an attempt to be more transparent.  Chelsea has to compete with stadia with far higher capacities and therefore has to make up a shortfall of perhaps £50 million on that basis.  Fans made clear their desire to protect the name of Stamford Bridge.  That involves complex negotiations.  The Club does not have to settle for any deal for the sake of UEFA’s financial rules, and a deal has to be with the right partner.

Stadium move
Fans asked if there are talks to have a stadium elsewhere and in particular at Scrubbs Lane.  The property industry suggests there may be some truth in this rumour.  The Club responded that it has looked at developing the stadium and that appears difficult.  There are still egress problems with any development here.

The Club would consider an alternative site, as has been stated before, but it would have to be the right deal for the Club.  The owners of sites such as Earl’s Court may have contacted the media directly to try and prompt a deal with the Club.

The Chief Executive is not aware of any move to Scrubbs Lane.  One fan said that a move to Scrubbs Lane would be unpopular.  The association with this area is very strong.  Another fan said the Club has to keep an open mind on a move.

Peter Osgood Statue
The Club is still considering how best to light the statue.

Next season’s forum
The Chair thanked those members who have completed their two years on the Forum:  BobTalbot, Liz Bussey, Timothy McGeever, Mike Neat, Veronica Parsons and Dave Johnstone.  Chris Micallef will be contacted to find out if he can continue.

For next season, the over-60 position will become an over-65 position as discussed earlier in the season.  Current Forum members can now restand after four years rather than the two years cited previously, in order that new fans can join the Forum and new views are heard at meetings.  Vacancies will be advertised in the programme and on the website.  Forum members/ fan groups are requested to publicise the vacancies.

Attendees
Acott, Graham – season ticket (“ST”) holder
Alexander, Chris – Club Finance and Operations Director
Atkins, Steve – Club Head of Communications and Public Affairs
Austin, Dave – CFCUK
Brown, Francis – 16–21 age group
Bussey, Liz – over 60 age group
Fiorellino, Trizia – Chelsea Supporters Group
Gordon-Brown, Patrick – Chelsea Supporters Club
Jenkins, Simon – home/ away ST holder
Marriott, Bryan – family section
Newby, David – Club Marketing Manager
Overstall, Keith – Club Head of Security
Parsons, Veronica – branch
Regan, Andy – Electoral Reform Services (Chair)
Sampson, Peter – CFCnet
Shaw, Martin – member
Smith, Graham – Club Head of Ticketing/ Head of Supporters’ Liaison
Talbot, Robert – member
Wright, Frank – ST holder

Apologies for absence
Coffey, Patrick – member
Gourlay, Ron – Club Chief Executive
Krendel, Paul – exec members/ box holders
McGeever, Timothy James – disabled section
Micallef, Chris – non-UK branch
Neat, Mike – non-UK branch

(Action points are underlined.)

The Chair welcomed Keith Overstall to the meeting.

MINUTES OF THE LAST MEETING
There were no changes to the minutes. Replies to previous action points were as follows:

Chelsea Digital Media (“CDM”): Nominations were received from Forum members wishing to be on the sub-committee and the Club intends to hold the first meeting soon.

List of overseas broadcasters for Chelsea TV: This was circulated by the Club in November.

Lighting for Peter Osgood statue: The Club is working on this although it is subject to planning permission.

Ticketing policy for next season: The Club is considering issues raised and will announce the policy for next season around March/ April.

Theft of Peter Trenter’s flag: The Club know that the flag was stolen during a tour of the stadium and not during a match.

Marseilles away match: Security information was published by the Club.  The match was largely peaceful except for minor instances in the stadium and on the Metro.

Supporters’ matches prior to Champions League (“UCL”) matches: The Club will consider assisting and publicising further supporter matches.

UCL ticket prices: Chelsea Supporters’ Group conducted a survey.  Of 226 respondents, 69.4% are not going to the Copenhagen home game.  Of those, 96% are not attending due to the price.  87% of those would attend if last year’s prices for this round still applied.  In the comments section many fans had not realised that prices had increased so much from last season.

STADIUM, MATCH DAY OPERATION AND STEWARDING
Keith Overstall provided an overview of his responsibilities, having been in the role since July.  The overriding aim is to ensure crowd safety on a match day.  The operation involves over 1,000 stewards and match day staff.  Keith heads up the match day operation with Jill Dawson, the Safety Officer.  Keith is also involved in fan security as regards UCL away matches.  There is constant review to ensure the Club stays up to date with their operations.

Smoking in the stadium: One fan raised the issue of smoking in the Shed End and asked how this is dealt with.  Keith said that stewards are sent in to monitor this.  Stewards can be challenged by fans and do have the right to eject fans for smoking.  CCTV helps monitor this.  The Club was also asked why some gents toilets in the Shed Upper appear unavailable throughout half time.  Keith said that the Club are often reliant on fans telling stewards at the time that a problem exists.

Stewarding: The Club recruits its own stewards who undergo training to NVQ2 level.  This course runs at weekends between Christmas and spring.  The Club has 400 of its own stewards and outsources the rest.  In comparison, Wembley relies on 20 sources for stewards.  A lot of the stewards are young but hopefully are encouraged to stay due to the qualification.  They are encouraged to work in the same parts of the ground each match to ensure continuity.

One fan said that problems tend to be with non-Club trained stewards.  On at least three occasions stewards have cheered opposition goals; one has worn a Manchester United hat.

Searches: The Club said that these are undertaken for alcohol or flares.  The only incident of a flare being lit was last season’s Arsenal match.  Searches provide a deterrent.  The Club uses dogs and CCTV as well.  The national security level is severe so the Club has to remain vigilant.  Some fans from overseas may not know that flares are banned in this country.

One fan said that bag checks don’t appear as thorough as at Wembley, where bags can be emptied on to tables.  The Club replied that it has to be realistic with searches, given the limited space in which to undertake them.

One fan asked why police sniffer dogs were checking fans for drugs by the Matthew Harding Lower.  This should not happen on the Club’s premises.  The Club replied that it cannot condone drug use in the grounds and such searches don’t occur often.  The Club sometimes acts on information and complaints received.

Some fans said they don’t mind what searches the Club undertakes as long as they remain safe.

Bottle tops: The Club were asked why these are removed when there are far heavier objects taken into grounds that could be thrown.  The result of bottle top confiscation is that drinks get knocked over and spilt a lot in the ground.  Such confiscation does not occur at every ground.   There are more arrests at rugby than at football matches yet rugby fans don’t have bottle tops confiscated.  The Club responded that it appreciates that this action is an inconvenience.  The objective is to stop bottles being used as missiles, although coins being thrown is the greater danger.  At Marseilles bottles are banned from being brought in to the stadium at all.  One fan suggested that the options should therefore be to allow bottles in with tops or to ban bottles.

The Club will review the confiscation of bottle tops.

Lift passes: One fan asked about use of the lifts in the stands for those who clearly need assistance, such as those in plaster.  Fans in the Matthew Harding and in the East Lower have been refused access on a match day.  The Club replied that there is a lot of demand for lifts and usually passes should be applied for.  This is in case the Club has to evacuate the stadium in an emergency.  Common sense should prevail on this however, regarding fans that clearly need assistance on a match day and don’t have a pass.

The Club will review access to the lifts on a match day.

Club stewards at Spurs away match: The Club said that its stewards have helped steward our fans at White Hart Lane in recent seasons, which has worked well.  This is a reciprocal arrangement with Spurs only.  The Club isn’t looking to introduce such arrangements with other clubs.

Bans as a result of overseas matches: The Club was asked if fans can always be notified if they are to be banned.  Some fans in Juventus were attacked, fought back and were banned, albeit some time ago.  They were not notified.  The Club replied that no fans were banned as a result of overseas matches before Marseilles this season, although two fans were arrested in Marseilles.  One was sentenced to two months in prison and they will be banned.  The Club investigates any incident that may result in a ban and Club policy is to tell the fan if a ban is imposed.

Travel information provided by fans for UCL matches: The Club said that this is its own requirement rather than a UCL requirement.  The Club is responsible for its fans and wants to be confident that tickets are going to the right people.  Corporate fans have to provide the same information as well to the Club now.

One fan said that the system is incredibly slow to process at the box office and ticket collection was further hampered by travel delays getting to the ground.  One fan was told by a box office staff member that they hadn’t got time to check paperwork submitted at the window and it should be emailed instead.  Other clubs don’t have this system and Arsenal allow their fans to provide tickets to fellow fans as long as the purchaser remains responsible for that person.  The majority at Chelsea are being penalised in effect.

The Club said that with hindsight it should not have stopped distributing tickets for Marseilles away two hours before kick-off recently.  Incorrect information was given out for this.  The main issue with ticket collection is usually that fans forget to bring their confirmation.  If there is a problem at a UCL away match the Club may be required to show that they distributed tickets responsibly.  The Club is very careful about maintaining the good reputation of the Club.  Manchester United distribute tickets in the city in which they are playing, which is another option.

One fan asked why the process can’t be undertaken online and information submitted prior to collection.

The Club will review the requirement for, and processing of, information forms.

Away fans at Stamford Bridge: One fan said that, in the West Stand Lower, hospitality boxes sometimes include noisy away fans.  This antagonises our fans who are then reprimanded by stewards.  There were Liverpool fans in that area for a Champions League match, and Stan Collymore also loudly supported the away team in the press box during one match.  There is a perception that away fans are not stewarded as strictly as home fans, such as for persistent standing.  This particularly annoys home fans in the Shed End Lower.

The Club responded that the ground regulations apply to everyone equally and 43% of evictions from the ground this season are away fans.  As regards UCL matches the Club is aware that fans of the other team sometime sit amongst our fans.  This partly arises from overseas supporter clubs who may obtain tickets which are then used by the away team’s fans from the same country.  Again, CCTV is useful if there is a problem, and the Club has a hotline that fans can call.  Each incident is handled on its merits and the Club is careful not to exacerbate an incident.

The Club will provide a breakdown of ejected fans between UCL matches and domestic matches.

When match tickets go on general sale, the Club can block sales to the area where the away team is based, as happened with Ipswich.  Away fans are not allowed in home sections.

One fan said that some East Upper tickets are used by away fans sometimes.  The Club requested further details in the event of any misuse.  If those seats are not for hospitality, they must be for ST holders, members or general.

Shed Upper catering: One fan asked why catering outlets close during the match.

The Club will ensure that catering is available during matches, although in accordance with alcohol sale rules.

Touts: One fan asked why the police appear reluctant to enforce the law regarding touts.  There is also a connection between hard drug use and touts.  Touts will ensure they are not caught with tickets on them.  It is frustrating for supporter clubs when they can’t get hold of the number of tickets they want yet touts seem to have tickets to sell.

The Club replied that it can only act against people in Stamford Bridge, whilst the wider area is the responsibility of the police.  There is a wider restriction in SW19 during the Wimbledon tennis tournament so area bans are possible.  The Club is fully in favour of more action taken against touts.  Some arrests took place recently which may have an effect.  The Met are taking more of an interest in this due to next year’s Olympics.  The Club does a huge amount in combating the online market for these tickets.

Shed End walkway: One fan asked whether the one way system imposed an hour before matches could also be imposed at the end of a game.

The Club will consider a one way exit system at the Shed End.

ANY OTHER BUSINESS
Manchester United postponement: Fans had different views as to whether the decision was made too early.  The FA may take such decisions away from clubs in future if there are nationwide weather problems.

The Club explained that a committee made that decision, comprising the Club, the police and the local authority.  It was the right decision and made in the light of conditions on the Saturday and the forecast for the Sunday.  Safety and security of fans was paramount and the advice was for only essential journeys to be made. There were also concerns regarding staff being able to travel to the event.

Manchester United programmes: One fan said they were on sale in the Megastore for a short time and then withdrawn.  Consequently some were on sale on Ebay for up to £126 so fans were ripped off in effect.

The Club responded that it decided to withdraw the programmes from sale so that the programme run numbers applied only to matches which were played.  The content has been spread to subsequent programmes.  It was considered that the Club would be criticised for continuing to sell them once the match was postponed.  The programme went to print on the Friday and they were delivered early on the Saturday, before a decision was made to withdraw them from sale.  Up to that point Club officials were unaware that they were on sale for a short time.

The Club will consider a future policy for programme sales in the event of a rearranged match.

Away fan allocation: One fan asked why away fans are split between two tiers when there are sometimes so few at the ground.  The Club replied that away fans can’t go in the tier above home fans.  Also the lower tier is sold first to cater for any disabled away fans.  There is a minimum of 1,500 for the two tiers combined.  However the Club will ask Wigan if they only want the lower tier this season, although it only holds 500.  Every match in recent seasons has entailed away fans in both tiers, with the exception of an evening match against Wigan.

Supporters’ tournament: The Club confirmed that this will be held at Cobham again.

The Club will confirm the date for the tournament.

Everton FA Cup match: The Club confirmed that the discount is for season ticket holders, not for booking early.  The Club has not received the tickets yet so can’t confirm if discounts apply to the lower or upper tier.  The discount will be given to all away scheme members.  Season ticket holders pay more from Wednesday as well.  3,000 tickets have been taken, with the option of an additional 1,800.

Pitch side autographs: The Club confirmed that children in the East Lower can still ask substitutes for autographs, despite suggestions otherwise.

Merchandising: The Club confirmed that the issue would be discussed, hopefully at the next meeting.

Stars on a Stool:  One fan asked why the cost has increased substantially.  Events were originally £15 but were priced at £50 this Christmas.  It appears to be just another commercial event and makes the fans resentful.  Most fans are priced out, as they were for centenary events.

The Club will review the cost of Stars on a Stool events.

Large screens: One fan said that a large screen was broken for the Arsenal match. This does not look good for Samsung.

The Club will check the operation of the large screens.

Wall between West Stand and Shed End: One fan asked for a mural, perhaps of players, to be painted there.

The Club responded that this was raised previously and a flag was placed there.

The Club will revisit this issue.

The meeting finished at 12.10pm.

INTRODUCTION
The Chairman welcomed members to the first Forum of the season and in particular new members.  Members introduced themselves.

The Chairman said that, further to the discussion in the Forum last season, the Club photographer will attend at the end of the meeting to take photos of Forum members for the website. 

MINUTES OF THE LAST MEETING
There were no changes to the minutes. Replies to previous action points were as follows:

Minutes of the last atmosphere and environment sub-committees:  As regards the latter, this is being renamed the “Corporate Social Responsibility Committee”.  The aim is to reduce the impact of the Club and its supporters on the environment.  The Club has publicised the lift share scheme so hopefully that will prove more popular.  Charity work by supporters clubs will be better publicised.  Also, Forum members toured the Club’s recycling plant last season.

Bag of buns left open in the East Stand:  The buns are stored in the concourse and the Club is not sure how the mistake happened.  As regards other catering issues, the Club has changed supplier and they are trying to vary products in different places.  Burgers are still available outside the ground.

Welcome banner outside the ground:  The Club is looking at different options for the entrance although a banner is unlikely to be hung there.

Anti-racism banners:  They are a Premier League (“FAPL”) initiative and will be repositioned but not changed.

The Chairman announced that other action points from the last meeting will be dealt with under the appropriate heading later in the meeting.

CHELSEA DIGITAL MEDIA (“CDM”)
The Chairman welcomed Cas and Richard to the Forum.

Overview:  The Club said that CDM is a joint venture (“JV”) between Sky and the Club, with the Club being the majority shareholder.  The JV was formed in the Bates era.  Chris, Ron and Emma Wilkinson are the Club representatives on the CDM Board.  It produces Chelsea TV, the website, the Club’s presence on Facebook, Youtube and Twitter.  CDM’s work closely connects to the marketing side of the Club.  CDM is also going to implement further mobile phone services. While staff levels vary, generally 20 to 30 people work at CDM.

As CDM uses the Sky platform for Chelsea TV, the customer relationship is with Sky so CDM does not have access to the data of those who subscribe or might subscribe. CDM is considering a more consistent format to hear the views of fans on this subject and would welcome working with the Fans’ Forum to create a Chelsea TV subscribers group.  For instance it would be useful to know what the most popular matches are for fans so that CDM can concentrate on acquiring rights for those games.  CDM wants to gauge whether fans want longer or shorter interviews, match footage, discussions etc.  This will be invaluable in helping to grow the product.  CDM would like to encourage those who have access to Chelsea online to use the product in order to provide more feedback.

There are about 31,000 subscribers. The usual peak is around May to July as fans want the live pre-season games.  The base is stable this year, and CDM is on target for its budget.  CDM doesn’t want to offer the products for free as that is not commercially viable.  There is a tight budget for Chelsea TV.

If there is confusion about the range of products on offer, Cas and Jerry Newman can show the Forum where the various products are available online.

Consumer viewing is moving towards the internet, which will be shown in a high quality format.  If you are a Sky subscriber to Chelsea TV you can now get Chelsea online.

Outside broadcasts:  The Club has increased the budget from 15 to 25 outside broadcasts.  Chelsea TV has decided to be more flexible regarding which matches to cover.  For instance, if the Club gets to the latter stages of the Football Association (“FA”) Youth Cup, Chelsea TV can focus on that instead of a reserve match.

The major channels cover most games but if there is no other broadcaster here, for instance for a Carling Cup early round, Chelsea TV has the flexibility to cover it (as it did for the Newcastle game).  A lot of fans seem happy to watch a full rerun on Chelsea TV at 10pm after an evening game.

Old matches on Chelsea TV:  The Club has the rights of FAPL matches and Champions League (“UCL”) matches since 1992 and has a good relationship with the Football League (“FL”) for the Carling Cup and with the FA for the FA Cup.  The rights of pre-1992 matches are hard to establish.  The Club made a deal with ITV for a package of pre-1992 matches last year, based on what was available and what the Club wanted.  

The Club will consider discussions with broadcasters for packages of Chelsea matches to be sold directly to the public.

There are usually tight rules about not selling on footage.  For instance, an I-Tunes-style download already exists via the FAPL and CDM cannot offer this service.  The Club is aware that footage of, for instance, Ossie or the 1980’s team is a major part of its history.  The 1980’s was a period of great confusion as to the ownership of broadcasting rights, which doesn’t help when CDM tries to acquire footage.

Supporters’ clubs:  The Club is aware of the need to provide a better service for supporters’ clubs.  CDM is considering this and Chelsea TV features supporters’ clubs increasingly.  Fans would like charity work and the social side publicised further.  The Club is limited by its budget in covering supporter clubs in-depth.  If fans are gathered locally to contribute to a debate on Chelsea TV, it may be possible to have a camera there.

Fan volume on match broadcasts:  The Club uses the microphone set-up for Sky/ BBC but there may be a different mix by Chelsea TV.  Chelsea TV is on the biggest bandwidth it can get.  Sky/ BBC are inevitably going to position microphones by away fans as well as home fans at the Bridge.

Cable TV:  The Club will look to whether Chelsea TV can be shown on cable.  Chelsea TV is only on Sky at present and deals have to be in the Club’s best commercial interest.  The station is planning talks with Virgin.  The second largest expansion opportunity is with BT Vision and Chelsea TV has a meeting planned with them.  The third is Talktalk, with 50,000 UK subscribers.  The Club is aware that fans are using a range of platforms and many use Virgin.

The other option is Chelsea TV Online (“CTVO”), who switched provider on 1^st July.  The Club wants to introduce a simulcast of Chelsea TV on CTVO, and it will monitor the response carefully.  Supporters’ clubs and the Forum will be advised when the simulcast is in operation.

Overseas broadcasting:  Overseas fans would like to remedy the fact that there is nothing after 7pm overseas when the programme finishes.  The Club can look into the timing for Maltese programmes and will circulate a list of overseas broadcasters.

Chelsea TV programme content:  Forum members would like a greater range of callers getting through.  Also it appears that only non-controversial callers are allowed on.  Constructive feedback about the Club would probably help the station.  The Sky system of showing brief emails at the bottom of the picture would look good.  Craig Burley appears particularly critical of the Club unnecessarily.  Paperview can be the most entertaining programme, and increasingly our interviewers do not allow overly critical journalists to go unchallenged.  Further debates about the merits of different players may also attract viewers.

The Club replied that the station is not set up particularly well to deal with emails during broadcasts.  The Club would like to receive far more emails generally.  The Club could ask various fans to appear on programmes.  Paperview goes out as recorded, for instance when Tony Banks was on the programme last season.  The Forum discussed at the last meeting of last season in some detail how the Club responds to criticism.

AWAY TRAVEL
Prioritising away matches for Club travel:  The Club has decided, after consultation with the atmosphere group, that Newcastle, Wolves, Sunderland, Liverpool and Everton should be prioritised.  The Club also targeted Wigan but there was a lack of demand even though the price was less than the national rail fare.  If the price is less than the national coach fare then the Club would be subsidising all travel in effect.  The Club was not sure about prioritising Wigan but it was worth a try.  As regards allocations, if the Club accepts 3,000 tickets but they don’t sell, the Club has to pay for those unsold.

Fans asked the basis for these decisions.  For the Sunderland match for instance, even subsidised travel for an evening match may not attract a huge number of fans due to the inevitable arrival time back to London.  The Club notes that Blackburn was one such problem match last season.  Overall the Club is more satisfied with the service provided by Virgin now.  The Club also see this list as flexible so that one of the intended subsidised trips may be replaced by a cup match.  The Club is often in the position that it receives travel details late and therefore can only publicise them late.

Away ST seat positioning:  Some fans are still unhappy with their positioning even though they are part of the away scheme.  The issue is not so much which block fans are in but rather whether they are at the top, middle or bottom.  If you are on the scheme, you don’t want to end up on the back row for every game, for instance.  It is complained about a lot by scheme members.  Fan groups would be happy to help compile a list of the best areas within particular blocks at away grounds.

The Club replied that it has to sell one block at a time.  There is an excel list of away scheme members, so the first name on the list will always get the front seat in a block.  Some fans have said they want to be nearer the front or back and the Club has tried to recognise that.  However it is an imperfect system.  Every fan has a different opinion as to where the best seats are.  Where there is a choice of block the Club tries to sell the more central blocks first.  The Club certainly tries to sell upper tiers before lower tiers where possible.

Fans asked if unreserved seating could be used for away games, as seems to happen in Europe.  The Club replied that we it would have to reduce the number of tickets by an estimated 25% for safety reasons if this were implemented.

The Club will review away ST scheme seat positioning.

Zilina away match:  Fans said that Thomas Cook don’t appear to guarantee away match tickets for the UCL.  The Club replied that Thomas Cook does guarantee tickets and the Club wants to discourage fans who have the Thomas Cook package then buying a ticket through the Club.  The Club gives priority to UCL away scheme members.  The Club also has to allow Thomas Cook an allocation.

Russia visas:  The Club confirmed that anyone going to Moscow can get a confirmation email from the Club in order to obtain a visa.  They are not just available to those travelling by Thomas Cook.  There is no chance of the visa requirement being waived, as happened for the 2008 UCL final.

UCL away scheme:  Fans would like to know why proof of travel is required on application forms.  The Club replied that some fans did not collect tickets previously and appeared to use the scheme only to gain points for later rounds.  The Club had the fewest number of uncollected tickets for a match when we played Zilina recently, about 22 tickets.   For Cluj last season about 500 were uncollected as they only cost a few euros each.  The Club is less concerned about Moscow as far more tickets are available so hopefully all fans who want a ticket will get one. 

Fans would like the Club to review whether the UCL away scheme can be adjusted for a member to miss one match.  Moscow is very expensive for instance and a trip there may cost  £500 – £1,000 per individual.  Fans who can’t travel to one match could inform the Club to release their match ticket for that one match.  The Club will review the UCL away scheme to consider whether fans can miss one match whilst remaining in the scheme.  The Club notes that the number of UCL away scheme members has reduced perhaps because of the expense of committing to every match, although the scheme was put in place after consultation with the Forum previously.

Fans asked what the process is for buying tickets and providing the Club with their travel plans.  Fans often want the best flight deals but then can’t be sure they will get a match ticket.   The Club replied that fans should book a ticket, make their travel plans and then collect the ticket.  The Club is also reviewing the fact that the form is a PDF and therefore can’t be completed purely electronically.

Fans asked why an away scheme member can’t transfer their right to a ticket to another individual whilst retaining responsibility for that other individual, a system that Arsenal implements.  The Club would do well to sell the full allocation of 3,000 for Moscow.  The Club will consider transfer of rights for a UCL away scheme member for a specific match.  However the Club would highlight that the away scheme member will face sanctions if those rights are abused in any way.

UCL away travel for the disabled:  The Club confirmed that there is no concession for travel for the disabled and their helpers.

ANY OTHER BUSINESS
Topics for the season:  The Chairman said that the second meeting of the season will be for ticketing only.  The Club survey will be discussed at the fourth meeting.

Fans requested that the stadium, the match day operation and stewarding be discussed.

TV screens:  Fans have received a complaint that there are not enough in the Shed End.  Also there are problems with the TVs in the East Upper at the Shed End.  The Club will check these.

Reserve games:  Fans said that they are not able to go to Cobham to watch these.  The Club replied that where dates clash with the UCL, matches will be played at Cobham.   That apart, the strategy announced last season was that matches would be played before January at the Bridge when possible.  From January the Club has to look after the pitch here.  Fans also noted that there is now a charge for ST holders to attend reserve matches.

Fans asked why there is a lack of written information or announcements as to who is playing.  The Club replied that team sheets would be downloadable on the website after a game.  Teams will still be announced and the screens will be used.

Turnstiles:  Fans noted that the problems with turnstile access at the Shed End were rectified soon thereafter and that the Club had been helpful in resolving this quickly.

Captain’s armband in UCL:  The Club said, in response to the question of why Barcelona and Porto have their own armbands, that it uses the ones supplied by UEFA.  With the FAPL the captain has the choice of using the anti-racism armband.  The Club will check on rules regarding the captain’s armband in the UCL.

West Stand lower wall:  The Club said that hooks can’t be used for banners there. 

Away match support recognition:  Fans asked for our players to applaud our travelling fans more consistently at the end of matches.  The Club will address this.

Mascots:  The Club will provide more information on the website, including the length of the waiting list.  The maximum age is 12 and there is no charge to be a mascot.  Enquiries should still go to web sales.

Peter Osgood statue:  The Club said that there are controlled numbers for the unveiling and we are already at the maximum number of invites.  In effect Forum members are invited to represent the wider body of fans.  Uninvited fans wouldn’t see anything so there is no benefit in them attending.  The statue will be available for all to see the next day anyway.

Carling Cup allocation:   The Club confirmed that Newcastle has opted for the smaller allocation so our own ST holders in the Shed End should not have to move.

Marseille away match:  Fans asked if the Club was aware of problems the last time we played there, including lengthy holding times, abuse by fans, baton charges and tear gas by the riot police, and asked whether our embassy can help ensure this is not repeated.  The Club replied that they are aware of the problems from last time, that there is a pre-match trip by the Club to agree all arrangements, and that the consulate or embassy would oversee arrangements as it is in their interests to ensure all goes smoothly too.

Early stadium access:  Fans suggested that more bar areas be open earlier to encourage fans to arrive early in order to change the culture of match attendance.  The Club replied that the standard opening time for the stadium is two hours before kick-off.  Numbers for Dixon’s and Jimmy’s are limited to 1,500.  The Club will review facilities that can be offered earlier than the present arrangements.  Staff and stewarding would need to be in place.

Jimmy’s:  The Club asked what Forum members think about changing the name to the Singha Bar in order to maximise sponsorship.  There was a mixed view within the Club and it was decided that fans would be consulted.  Such changes help the Club to break even though.  The Club repeated that they would not do a deal for stadium rights without protecting our brand.  The Club reminded the Forum that it agreed some time ago to be more open about possible sponsorship considerations. 

In response, one fan said they opposed the move; another said that more revenue from the name change would be welcome; others suggested that the name “Jimmy’s” should be retained elsewhere in the ground.  One asked why we are keeping Nigel Spackman’s name in the ground whilst getting rid of Jimmy’s?  The name of the bar could be “Jimmy’s sponsored by Singha”.

The Club will further consider the issue.

Children’s fans’ forum:  Fans said that part of the reason for setting this up at the time was to encourage a new generation of fans, particularly those we lose as teenagers.  The Club responded that they acknowledge that encouraging future generations is a major issue.  However the Club has grown this area enormously and marketing has been successful for that, especially in the past twelve months.  The Club is happy to discuss this issue in more detail later in the season, not just in the discussion about ticketing.

West Ham away game:  Fans noted that there was incorrect travel information provided at Upton Park. 

Cobham:  The Chairman said that the Club would arrange a tour of the training ground.  The Club added that this was likely to be in March or April.

The meeting finished at 1.40pm.

The last Fans Forum of the season was held before the Wigan match. Attending from the club were Chris Alexander – Club Finance and Operations Director, Steve Atkins – Club Head of Communications and Public Affairs, David Newby – Club Marketing Manager, Graham Smith – Club Head of Ticketing/ Head of Supporters’ Liaison (“HSL”)

• The first mention on the forum was that there would be a parade on May 16th if we won the league that day…we did win the league, there was a parade, and we got to be serenaded by Carlo.
• Graham Smith in his Head Of Supporters Liaison role will continue to visit the various supporters clubs should he be invited to their meetings.
• The Peter Osgood statue we’ve been promised was due to be completed and unveiled in July, this hasn’t happened and we’re yet to know why, but hopefully it’s not too far behind schedule. It will be outside the West Stand, sadly there isn’t enough room to have it outside the Shed.
• The Catering sub-contractor we used had a representative there, who told us that due to the amount of beer poured at half time it would slow the process further by offering a choice of brands. The lack of healthy food and vegetarian options was also raised and will be looked into ahead of the new season.
• Inevitably the Supporters Survey showed dissatisfaction in Season Ticket Prices – And this was done before the rise was announced.
• The club have said that they won’t move the turnstyles this season, something which in the past has seemed to happen every year in the Matthew Harding end, slowing down entry.
• When asked about the clubs view on the way the media portrays us, we were told that the club will only sue when they are confident we will win, that they can’t sue for every inaccuracy as it will sour relations too much.
• It is always said that Chelsea TV should be more accessible, it was brought up under Greenberg and was brought up again, the club said they would look into it.
• The supporters tournament went ahead as planned, with 11 teams entering and CFCUK winning it. Thanks to Graham Smith and David Newby at the club for their help, and Cliff and Pete from CSG for organizing it.
• Again, CFCUK, CSG and CFCnet were all vocal in their objections to the club not implementing a 16-21 year old Season Ticket, this is something that will be contested throughout the new season. It’s appalling that the club have not considered those who are still studying or earning minimal wages. Season Ticket and other ticket prices have gone up, student concessions have gone, heavily subsidised trains are now just subsidised, we’ve got to pay £6.50 to see the reserves. Every area the club can sting us in they have done, yet they haven’t given anything in return.

Atmosphere Sub-Forum
Present from the club were Ed Ashwell (Former Head of Security), Keith Overstall (New Head Of Security), Graham Smith – Club Head of Ticketing/ Head of Supporters’ Liaison (“HSL”).
• It was asked whether we would like vuvuzelas at Stamford Bridge next season and the answer was a resounding no.
• The club asked which games we would like the five subsidised trains to be for. We said initially Wigan (5.30pm), Sunderland (midweek) and Newcastle (1.30pm) would be the hardest to get to and from, so we would like them for those three. Wolves is midweek so the club asked if we wanted one for that but we said probably not. Everton and Liverpool were potentials but it depends on F.A Cup and League Cup fixtures, if we get a midweek northern away or a late/early weekend kick off then it would be preferable to use it for that. – The Wigan train has since been cancelled due to lack of interest, the price of £35 was pushing it and hopefully they will learn for next time.
• Stewards try to warn fans first, they don’t have a set procedure as to how many times but they try not to be over zealous.
• The Shed 100 idea was re-raised, with it suggested that the club should have ten pockets of ten fans scattered in different rows and gates, the trouble being that the Shed Upper is always the first place to sell out to members, so it is hard to arrange. And if people want to go with their mates to make noise they can do it without booking.

Peter Sampson will be CFCnet’s representative for the next two years on the Fans Forum, if you have any queries, suggestions, points to raise etc, please email me at darrenmantle@cfcnet.co.uk or to Peter at admin@cfcnet.co.uk

The key points were
- Ossie statue to be ready in 12-18 months, will be situated outside the West Stand
- 16-21’s will be looked into
- Entry problems on matchdays
- Progression on environmental issues

Note – these meeting notes are not in sequential order, but grouped by category.

The meeting kicked off at 11.30, present from the club were
Ron Gourlay (Chelsea F.C. Chief Operating Officer)
Simon Greenberg (Chelsea F.C. Communications Director)
David Newby (Chelsea F.C. Marketing Manager)
Graham Smith (Chelsea F.C. Head of Ticketing)

Peter Kenyon was unable to attend the match let alone the forum, as he was at a wedding.

Stadium
The crowd surge for Porto was worse then anticipated, some people said that there was an unnecessary amount of stewards for the game, but the club said that they operate with as few stewards as they need to, complaints about a leaky Shed End roof were also mentioned, to be looked into whether there is any holes or if it was just the direction the rain travelled. Against Hull there were only 19k in at 12.30 – fifteen minutes before Kick Off, the club have looked at other clubs capacities and number of turnstyles they have, and believe we have more then more then most, and definitely more then enough for SB.

Skidata technology can reload instantly, but the design is so that once the turnstile has rotated once the card reader then allows the next person to touch in.

The club mentioned that there are some habits that won’t go away, the entry to East has improved significantly, but as it got to the point where being there ten minutes before kick off would guarantee entry on time, now people get in five minutes before KO.

RG said he personally wants to stay at SB, as does the board and everyone at Chelsea – club not looking away and never have done, they exhausted all possibilities last time they looked into expansion, and have put off looking again for two years. Likewise, if we were to move away it would be within five miles of SB, but there is no site within this area that has been identified as being available. It was again brought up (yet omitted in the FF Minutes) that there could be a walkway built that runs parallel with the railway line to West Brompton, it was urged by fans that this is extensively looked into.

The club said the capacity has gone down slightly as they do not include severely restricted view seats and the segregation gap next to the away fans.

Ticketing
Ron Gourlay mentioned soon into the meeting that he wanted the real difference making points to be mentioned, the important burning issues, before anyone could quip up with it, he beat us to the punch and mentioned the 16-21 Season Tickets, which is an idea still to be addressed, but that is more likely at the ticketing Fans Forum.

QPR was not placed on General Sale to avoid away fans attending. We’re getting less and less tickets on General Sale at the moment, last season barely any games did, this season against Burnley only 600-800 tickets ended up on General Sale.

Club to look into loyalty points, unfair that QPR became 8 points yet flying out to Cyprus at much greater expense and needing annual leave gives less.

Club were unable to provide an explanation as to why David Ginola was the guest for corporate hospitality, and no Chelsea player, they will look into this.

Environment
The Chelsea pledge page has received a lower then anticipated response, please take half a minute to read and (hopefully) complete the following form http://www.chelseafc.com/page/MakeaPledge/0,,10268,00.html

A website called Liftshare has been contacted about carshare and travel, they are developing and testing some features on their website for it.

100% of waste has been recycled. The club now switch off more computers, some lights now automatically go off. Megastore carrier bags are now bio-degradable.

The club are also looking into a ticketless membership system, whereby seat details go straight onto the card, this could lead to some fans forgetting their seat numbers but hopefully that would be the manageable minority. Club also looking at fans printing their own paper tickets at home. Concern that some fans would like the actual ticket for memorabilia.

Travel
Virgin Trains will be used from now on, whilst we were all thankful for the free train to Stoke, a Forum Member did cause Gourlay to jokingly bury his head on the table by bringing up the expense of food and drink on it. There are other games identified for free and subsidised travel. Trains cannot stop en route, if there’s demand for the coaches to then this can be looked into.

Thomas Cook – Looked into a one night trip to Cyprus, but there’s not much difference in cost for leaving the following morning, although the arrival time is the early hours it’s the best option for time and price. Club were unaware that Flight Options or other rivals were not running a chartered flight when they set the prices.

The Club said that travel updates won’t be announced at crucial times during matches, and prior to the match the referees name will be announced along with the teamsheets.

Letters for the Euro Away Scheme were not the concrete T’s & C’s, someone who was unhappy about the new ‘not considered for Semi Final or Final ticket’ rule had their request to be taken off the scheme accepted.

It was mentioned that the club programme used to have a travel section for the next away match, and why doesn’t it anymore, could it be re-introduced.

A member of the forum brought up their story of their group trip to Stoke, whereby their coach stopped off at a sports and social club four miles from the Britannia Stadium, it offered pre-match hospitality to away fans in advance of matches. Prices are cheaper than normal pubs; bar food is available and the venue can cope with up to 400 away supporters, there’s no home fans and it’s police approved. Everyone was made to feel really welcome. You can be transported to the ground for a nominal sum, it was suggested that the club looked into this for official travel if there’s such a set up near other grounds.

Banners
‘Over zealous’ stewarding in the Shed End and Matthew Harding Lower, unfortunately as it was a matchday, Ed Ashwell (head of security) was unable to attend and answer any queries. It was mentioned that one of the banners in the Shed Upper was hanging further then the sponsor boards, and instead of just adjusting this banner, the stewards removed other banners from the stand.

Ron Gourlay is keen for Supporters Clubs to have their banners advertised in the stadium, and is happy for them to be fixed across middle tier, if supporters clubs would like to send their banners in, he will arrange for them to be permanently fixed in position. There will be more communication on this though, with measurements and other specifications.

Parade and Beamback
It was asked if the club would carry out insurance against a parade, so that if we don’t get one we can claim the money back, if we only won the F.A Cup, 9 people were in favour of a parade, 2 were against it and 2 abstained.

It was also requested that without trying to tempt fate, the club does not plan any events at SB on the days of the F.A Cup and Champions League Finals, so that should we get there, we can have a beamback, the club agreed to this but stressed their reluctance at making it sound like they anticipated we’d be in one of them.

Miscellaneous
The East Stand hygiene was raised, with a STH there mentioning that the lift is normally dirty and smelly on matchday, and the same bird muck has been there for two years, the club said that the lifts are cleaned at least once a week and before and after any matchday. Greenberg said that perhaps the bird muck brought good luck.

The new bookies will be adding extra stalls for cashing in winnings, the club is also aware that someone asked for a price on a player getting a hatrick against Hull and they were unable to receive one.

Chelsea TV is not currently available in full online, other clubs can do so dependant on their contract, there is a chance the full programme can be made available online when it is up for review in 2011, the best options will be looked into then.

Thanks to the club for both allowing and also helping to organise the football tournament at Cobham, the club see no reason why it can’t go ahead next year, hopefully it can be an annual event.

The club gauged feedback on the brass band, which was well received by fans on the forum. It was requested that the 50/50 prize draw be made available more accessibly outside and around the ground, as it’s mainly near the West Stand.

A collection for Vic Flaherty, who sadly passed away recently, was held on the match day train last week to Stoke. It was very gratefully received by his family who asked for it to go to the cancer charity that Woody from Madness is involved with.

Light hearted moments
When Ron Gourlay introduced himself he said ‘I assume you now know who I am’, Simon Greenberg introduced himself as PR and Communications director, before looking at Ron and saying ‘For the time being anyway’.

In AOB it was questioned whether it was grammatically correct to be the Fans Forum and not Fans’ Forum, the club agreed it should be the latter.

Ron Gourlay said he is a Rangers fan first and Chelsea second, Simon Greenberg said although he was Tottenham he isn’t anymore and wanted Chelsea to win on Sunday.

Much later in the meeting when it was all forgotten about, and hospitality with Ginola was being discussed, it asked whether the club were surprised it hadn’t sold out and who would buy a ticket, Dave ‘Hurry Up’ Johnstone quickly came out with accusing Greenberg of being the only one who bought one.

Notes- Any points requested by the members of the CFCnet forum to raise that weren’t mentioned in this forum is due to them being on a different Fans Forum Agenda, issues on media and ticketing were asked to wait until the appropriate Fans Forum.

The official minutes can be downloaded below
http://chelsea2.chelseafc.com/documents/fansforum/Fans_Forum_Minutes_200909.doc

Please contact me directly if you wish to discuss anything connected to the fans forum or if you have a issue to be raised.

The Key Points were:
• F.A will offer Cup Final duplicate tickets
• No on pitch F.A Cup Final beamback
• No parade after the F.A Cup Final
• Re-vote in favour to scrap idea of unreserved seating.
• Ways to counterbalance the loss of revenue on 16-18 Season Tickets
• Environmental policy to go live this month
• Reserves potentially playing at Stamford Bridge next season
• UEFA looking into rough treatment by Barcelona stewards

Unreserved Seating
At the last Fans Forum meeting, Ron Gourlay agreed that next season we would trial unreserved seating for League Cup Home matches, excluding against the big sides. However, at a Premier League meeting two days later, there was a negative reaction with not a single Health and Safety advisor backing the idea, and new concerns for us to consider were brought up. We also found out that we’d now lose 1000 seats in the MHL, and not 10% like we’d previously thought.

It was felt that there was a good chance of people moving about at half time to sit with mates, resulting in potential problems with others coming back to find their seat taken. Another point was that as the away team shares the revenue they’d have to agree to losing some of their revenue too for the vacated seats, or else prices in the unreserved area would have to be increased to cover this.

Some fans also said that it would rob fans of the chance to see their team. To me that concern is void, we often don’t sell out before tickets go on General Sale, even Aston Villa when we won 4-0 was still on sale the day before the match.

Not sure how come no club backed it, for the last three home matches of the season, Blackburn are trialling an unreserved seating area at Ewood Park

Anyway, unreserved seating was voted on again, with just four members still supporting the idea, eight were against it and five members abstained.

Ticketing
The club announced that they are looking at a ticketing system that puts you in a queue, currently it is random. It was also raised that at 7am if there’s a wait for tickets then people may have to stop trying because they might need to leave for work soon, risking tickets being sold out by the time they get there. This lead to a suggestion of tickets going on sale in the evening instead, when the majority of people are home, although this didn’t receive much support. Some felt that normally someone else can still try and order them.

The 16-18 year old Season Ticket issue was raised again, this was due to other suggestions of ways to subsidise it. Amongst these were
- A slight increase in regular ST prices, a figure of £10-£15 was arbitrarily touted.
- To discontinue the free flags as most fans have got a handful of them by now, and would possibly bring them to matches if the club announced in advance that flags wouldn’t be handed out and encouraged us to bring our own.
- Stop making the trains free, a break even figure should be identified and implemented, or an amount slightly below the break even figure, but the club could severely reduce their losses when making them free or £10.

It was asked that if we reached Rome, could the club postpone the Season Ticket renewal date until mid June, the club wanted it to be kept in May so agreed that had we of got there it would be put back a week (The last payday of the month).

F.A Cup Final
Many forum members raised the point that a lot of fans were out in Barcelona when tickets went on sale and were very unhappy about the dates of sale, and that extending the deadline until 11pm was not good enough as many fans were still out the country or would rather pick up their tickets in person. We asked if tickets could have gone on sale a few days later or even gone into early the following week.

The club gave two main reasons for their decision, that had we have reached the Champions League final, the turnaround and supplying UEFA of the details they required was a big ask, so they wanted as little else to occupy themselves with at the time. Also, the F.A will give out duplicates this season as long as tickets have been sent via recorded delivery there is no risk of ordering online.

I asked whether we could have an on pitch beamback and this was rejected, despite it’s success two years ago. The club said that they would have events in function rooms instead, but even if there was high demand they would not do a beamback.

It was asked if we’d have a parade should we win the F.A Cup, as we are the only club to have ever not had a parade after winning it, the club said that due to the high costs that this was too much of a risk, as should we lose it’d have to be cancelled the night before at a large cost. Had we of reached the Champions League final they would have booked a parade, as the cost of potentially cancelling it on the Thursday was a far less implication. (the costs given were well into the six figures).

A member of the forum suggested getting it insured, to significantly reduce the hit should we have to cancel it, hopefully this can be looked at in future.

Environmental Forum
There will be pictures of players doing their bit to be green to help promote the idea, it was suggested at a previous sub-environmental forum to have a patron for it, Peter Bonnetti was suggested due to wearing green, and can link it with saving.

The idea of the policy is not to try and enforce a large amount of changes, but small things that all fans can do to play their part. We are the only Football Club in Boris Johnson’s Green 500 scheme (A scheme to encourage 500 London companies to reduce their carbon footprint).  A lot of businesses can only make internal measures and try and encourage employees to become greener, Chelsea can reach out to a worldwide fanbase.

Every company in the Green 500 is required to have launched their campaign by the end of this month, so expect to here something soon. 

As I attend the Environmental Sub-Forum meetings, any suggestions you would like me to raise can be e-mailed to  darrenmantle@cfcnet.co.uk

The Football
Reserves – we were asked if we’d like matches to move from Griffin Park to Stamford Bridge, all but one person voted in favour of the switch, the one objector gave the reason that it gives a smaller club extra money. It was stressed that moving venue was far from set in stone, but had been raised at an internal meeting and the club decided to gauge from us if there’d be objections.

I asked if the club could shed light on why Frank Arneson was now on the board, as he seemingly didn’t successfully fulfil his previous role of bringing through youngsters, I also felt that having to answer to more people on the board might undermine a new manager.

It was explained that Arneson is now accountable for his actions, that it isn’t the main board but rather a football board that sit below the PLC board, and that as the new manager would also be on this board (As were Grant, Scolari and Hiddink) they’d be working together.

Di Santo and Stoch playing in the first team this season was also brought up by the club, although I didn’t like the answer provided, conversation moved on I didn’t get to air why, although for what it was worth I mentioned it to Simon Greenberg afterwards that personally I was unhappy that when we were 3-0 up against Portsmouth, Di Santo wasn’t brought on, and when we needed something from the Liverpool and Tottenham home games he was, and not for long. Although Di Santo is always on the bench rarely gets a run out, he is barely a fringe player.

Misc
The club are in talks with UEFA about the rough treatment of our fans by stewards in Barcelona.

The new kit is meant to enhance players performance, and every season there will be a new kit, the reaction of the fans suggested that the design could have been better, although the important thing is it increases players performances.

The green light has been given for the banners in the MHU to be permanently hung next season, I believe it also applied to the Osgood one in the Shed End, and hopefully both Shed banners can be permanently hung too. When away fans take the 1,500 allocation the rest of the Shed banners will be on display, but not when they take 3000 as it would leave less room for other peoples flags. Extra hooks will also be fitted this summer to prevent banners blowing up.

If you are a member of Club CFCnet, you can discuss any aspect of this article of the Fans Forum here. [ ClubCFCnet ]

I was unhappy at the lack of time allocated to talking about the away tickets split.  The huge majority of the time was spent on 16-21 year olds, so people barely got to raise their points for the STH/member split, and it was just a quick vote.  The vote had two people vote 50/50, nine voted 60/40 and five voted 70/30.

The two members voted 50/50, although one of which, when asked, admitted before this (during the meeting) that 70/30 would be fair.  Ron Gourley asked for a show of hands to see how many people were STH, and the huge majority were.

Due to wanting to limit the amount of 16-21 year old tickets the club were more in favour of 16-18 year olds having these tickets, although perhaps next time this can be pushed to students between 18-21 as well.

The club agreed to trial unreserved seating for home League Cup matches next season, provided it isn’t against the big four, they didn’t state whether they would against a London rival.  This is due to a reduction in seating of 10% so they do not want to cause fans to miss it if against a big team.   Pending a successful trial it may be used in other matches too, but it has not been discussed which ones.

Graham Smith has clarified that upon checking the audit trail there was no errors for the Southend Away game.

I would like to have brought up the fan in the Shed Lower who was ejected against Middlesbrough, but as Ed Ashwell was not in attendance, I didn’t see the benefit in bringing it up.

On a personal note, Ron Gourlay said he doesn’t see a reason why the banners cannot be permanently hung in both stands, we are awaiting his confirmation that this is definitely OK to do.

Whilst on the subject of banners, something that I should have mentioned a month ago, I would like to extend my thanks to David Johnstone, for using his contacts with the club to sort me out a pass allowing me early entry into the Shed and MH Upper tiers to hang the banners, this has been of great benefit and is much appreciated.

There will be games still where even with banners being permanently hung, entry will be required, i.e. when the opposition only takes 1500 we can get all the banners up, and in cup matches when we lose the Shed End they can be put alongside those in the MHU.

Present from the club were Graham Smith, Peter Kenyon, Simon Greenberg and Ed Ashwell. Neil Barnett of Chelsea TV fame also attended to observe the meeting.

Personally I felt the meeting went really well. Kenyon, who I’m told doesn’t normally show up, stayed for the whole meeting and whenever I or anyone else asked him anything he always responded.

No questions were side-stepped by anyone from the club, and any areas the club couldn’t provide answers to at the time (system crashing against Southend, poor quality beer) they showed intentions of looking into.

A reader’s digest of the minutes is as follows, with the parts in bold being what I feel was key:

Stadium

• The club are still trying to look at all re-development possibilities of Stamford Bridge before looking to move elsewhere. In any case, it would be at least two years before land could be acquired due to surveying all possibilities, transport and access issues etc.
• Discussion on moving the fans back to the East Stand as it’s seen as having the worse view in the ground.

Security

• Letters sent out to fans with regards to standing – this was due to complaints from fellow fans which the club felt they needed to act upon.
• Fans requested an attempt to introduce a safe-standing area on the grounds that there are regulations against it but nothing in the law to stop it happening – this was outright rejected by Peter Kenyon, saying there was ‘Nil chance’ of the government letting it happen.
• Unreserved seating would require a reduction of 10% of the capacity to allow for extra stewarding and the club feel that based on the three open training days there would be vacant seats between sets of people.

Ticketing

• The empty seats in the Shed Upper have now been allocated to Chelsea fans, with the complimentary tickets relocated.
• Not enough time for Southend Away tickets to be done on loyalty points.
• Club unaware of the ticketing system crashing the day they went on sale to STH’s but will look at their audit trail.
• 50/50 split for away tickets and ticket prices to be discussed next meeting (February 7th)

Players

• The club stating that we’re not in the market for anyone, contrary to the Star on the Stool whereby Scolari said he would like one or two new players.  Greenberg mentioned that in interviews around the same time he had stated there are a couple of areas he would like to strengthen, this doesn’t necessarily mean he has identified the exact players he would like.
• Currently no intention to sell any more players – Bridge was sold as it was a good offer, and he wanted to move for more regular first team football
• The club feel that booing or singing songs that highlight frustration are not helpful to anyone.
• Chelsea Pensioners to lead the team out on special occasions.

Chelsea TV

• Chelsea TV needs more genuine fans on and players with a bit of character and who watch games, not bland ex-players.
• Neil Barnett (present at the meeting) being labelled a twit by a member of the Fans Forum, but being acknowledged as being ‘our twit’.
• Issues with which broadcasters you can pick up Chelsea TV on.

Misc

• Kenyon stating that the club is not for sale, Roman is still completely committed and has no intention of selling the club.
• The Shed End takes ages to get served at half time due to less staff than before matches – to be looked into.
• The beer in the ground is poor quality, possibly the pipes need cleaning – this would encourage people to get in earlier – also being looked into.

Environmental Policy

The club recently outlined their intention to cut emissions by 10% over the next two years, they brought this up at the meeting, and Greenberg has said that the club will be completely transparent with the policies involved in this.  The club highlighted that they have had meetings with Boris Johnson last week about Green policies.

Part of the initial plans include:

• The club to interact with fans, with an environmental policy sub-committee to be set up.
• When renewing Season Tickets and Memberships having the option of an e-magazine instead of a hardcopy, with the savings donated to charity.
• Already part of the Green 500 and have an action plan for environmental measures.
• Initial environmental survey carried out externally discovered that some measures they recommend we have already implemented.
• Possibility of tickets for cup matches to go on the Season Ticket Holders Teamcard to avoid extra paper and postage.
• A pledge page encouraging things such as using public transport, not leaving TV’s on standby when going to matches
• Declaration forms for European away matches may be done online from next season.

I’d also like to thank Amanda Jacks from the Football Supporters’ Federation for her attendance, she was invited as a guest to observe the meeting, and was full of praise for how open the meeting was.