Fan Advisory Board minutes - 2nd April 2025
Meeting Three - 2 April 2025
On 2 April 2025, West Ham United held the third Fan Advisory Board (FAB) meeting of the season. Vice-Chair Baroness Brady attended this meeting to hear the views from Supporter Representatives. Ironworks Alliance, a fan group dedicated looking to improve atmosphere and experience at London Stadium joined for a specific agenda topic related to matchday experience. This was the last formal meeting of the 2024/25 season.
Date: Wednesday 2 April 2025 6-8pm
Location: London Stadium / Virtual
Fan Advisory Board representatives:
Andy Payne (Hammers United and FAB Co-Chair)
Austin Gigg (Junior Supporters Board)
Cathy Bayford (Disabled Supporters Association)
James Brown (Claret Members)
Jo Bailey (Pride of Irons)
Kevin Hind (West Ham United Supporters Trust)
Martine Dodwell-Bennett (Bondholders Committee)
Maurice Birnbaum (Away Scheme Members)
Mike Field (Old School Hammers)
Paul Christmas (West Ham Official Supporters Club)
Deepak Kashyap (attending of behalf of Apu Vyas) (Inclusive Irons)
Scotty Burkhart (Overseas Supporters Rep)
Club Representatives:
Baroness Karren Brady CBE, Vice-Chair West Ham United
Nicola Keye, Director of Ticketing, Executive Director of the Women’s Team
Philippa Cartwright, Projects & Operations Director, Head of Women's Football
Catherine Smith, Head of Supporter Services and Fan Engagement
Ben Illingworth, Head of Operations
London Stadium Representatives:
Peter Swordy, Director of Health, Safety and Compliance for London Stadium
Jason Eglash, Safety Officer, London Stadium
Ironworks Alliance Representatives:
Alex Kirby, Ironworks Alliance
Chris Knight, Ironworks Alliance
Apologies:
Tara Warren, Executive Director and Nominated Board Level Official
Peter Tyler (Co-Chair, West Ham Women’s Supporters Board)
Agenda:
Welcome, introduction and action log
Update on Memorabilia Project and Club Archive
Matchday Experience
Ironworks Alliance (IWA)
Ingress and Egress
Family Section
Wall in Block 113
Status updates on fan initiatives
Pride of Irons ten-year anniversary review
Junior Supporters Board
Unite for Access campaign review
Official Supporters Club event and Pre-Season Tour
AOB
Ratification of sub-group approach
Update on email addresses
P1 travel
- Action Log:
| Owner | Action | Timeline | Update |
| CARRIED: Supporter Reps | Supporter Representatives to work with the Club in an open and transparent way to submit any further suggestions regarding ticketing and concession policies for the Club | Due: In good time for Dec FAB meeting | Actioned Future actions or policy changes to be discussed in 2025/26 FAB meetings, including a review of Club Cash and Ticket Exchange |
| The Club | The Club to share top-level survey findings with Supporter Representatives | Due: Dec | Actioned |
| The Club | The Club to amend the ticketing guiding principles | Due: Dec | Actioned |
| The Club | The Club to share final policy with Supporter Representatives before wider announcement | Due: once renewal window is confirmed | Actioned |
| Supporter Reps | Supporter Representatives to share written documentation re Founder Season Ticket holders | Due: Dec | Actioned |
| The Club | The Club to continue to communicate the position on Safe Standing at London Stadium | Due: Dec | Actioned and ongoing Agreed as agenda item for next meeting |
| Supporter Reps | Supporter Representatives to consider how to support Pride of Irons ten-year anniversary | Due: January | Actioned |
| The Club | The Club to investigate the feasibility of providing booster seats at London Stadium | Due: March | Actioned Confirmed to JSB this would not be possible due to safety concerns |
| The Club | The Club to arrange a meeting with the Away Scheme Member Representative | Due: January | Actioned |
| The Club | The Club and International Supporters Club Representative to continue to work on event plans | Due: March | Actioned |
| The Club | The Club to continue to deliver and review effective activity which discourages away supporters from sitting in home ends at London Stadium | Due: Dec | Actioned and ongoing |
| Supporter Reps | Supporter Representatives to share examples from outside football to prevent away supporters from purchasing tickets in home areas, including data analytics methods | Due: Dec | Actioned and ongoing |
The Supporter Representative Co-Chair opened the meeting by thanking the Club officials and West Ham United on behalf of supporters for listening to concerns around Season Ticket prices the Club’s concessionary policy. It was agreed the announcement was much welcomed by the fan base.
2. Update on Memorabilia Project and Club Archive
The Club confirmed a professional archivist is working with the Club to provide feedback and best practice on how to protect and showcase all of the items in the Club’s archive
Supporter Representatives asked if it would be possible to know what the Club has stored as this was agreed as part of prior formal constructs for supporter consultation. The Club confirmed it was their firm intention to find ways, physically or digitally, to showcase the items and share what is contained within the archive once all the detail has been collected. The Club shared they were in contact with other stakeholders who have an interest in West Ham United’s history
Both the Club and Supporter Representatives agreed it would be good to consider opportunities to show items to fans, the local community and our international fanbase and next steps would be to suggest ideas whilst considering security and insurance concerns
The Supporter Representative for the Official Supporters Club shared that there was a hope they could find a permanent location close to London Stadium and that could be a space where items could be displayed.
Supporter Representative asked if there would be a policy to collect and catalogue new items on an on-going basis. It was confirmed this would be something the Club would be working with the archivist on.
3. Matchday Experience
a. Ironworks Alliance (IWA)
IWA, a fan-led volunteer group, joined the meeting to discuss specific agenda topics related to potentially improving the atmosphere and experience at London Stadium. They shared details of the fan-led displays for the 2024/25 season and their ambitions for the future which included having more fan-led displays and to increase noise and support in the London Stadium with a dedicated ‘singing’ section
Supporter Representatives stated that whilst the atmosphere has been good at specific games over the years at the London Stadium, this was not consistent. It was also noted that this was a trend seen across the Premier League. The Club stated it was important for the Club to find ways to facilitate supporters who want to create atmosphere as it makes a difference to the squad hearing the supporters behind them
Supporter Representatives and the Club suggested IWA should work with the FAB to see if there was an appetite for a singing section and their ideas in general. It was agreed this should be organic and not imposed upon supporters
Supporter Representatives agreed they were supportive of the group's plans in principle, but stated it was important to take time to consult with the wider fan base to ensure that all views were considered and from there, specific initiatives can then proposed. It was stated that any potential risks of singing sections, such as creating rival factions within the fanbase should be avoided. There was discussion also around the risks of encouraging mass migration to one area of the stadium. The Club also highlighted unintended consequences around antisocial behaviour and safety considerations
The Club shared other examples of work delivered in this area including a pilot of a family friendly fan-zone and the introduction of ‘countdown to kick off’ played on the concourse featuring Ray Winstone. Supporter Representatives suggested other wording that could be used to encourage supporters to take to their seats
b. Ingress and Egress at London Stadium
The Club confirmed audits took place at two recent fixtures to look at ingress and egress. The Club invited representatives from the FAB to join them at an upcoming fixture to gain a better understanding of the process, including a specific focus on accessibility
The Club shared examples from recent fixtures, noting on average that over 1/3 of supporters enter the Stadium in the 20 minutes before kick-off. The Club shared specific examples, for instance, at WHU v Brentford, only 23,000 supporters had entered London Stadium by 2.30pm. An independent security advisor noted the longest queue was 12 minutes for this fixture and the turnstile admits a supporter every 6-8 seconds. For WHU v Newcastle the match ended at 21.54 and the stop / go stewards were stood down at 22.30
The Club confirmed live queue times were published on matchday X /Twitter and WhatsApp channels. Megaphones are deployed to communicate with supporters about queue times and fast routes in and out of London Stadium
The Club also confirmed they had identified potential opportunities to speed up the departure of accessible shuttle buses and this would be discussed with the Disabled Supporters Board and any learnings brought back to the FAB
Supporter Representatives asked about the purpose of ‘wanding’ supporters. London Stadium clarified these were metal wand detectors and they were effective in preventing weapons such as knives from entering London Stadium
Supporter Representatives asked London Stadium to clarify the purpose of stop / go boards. London Stadium stated this is based on capacity on the train station platforms, using a similar principle that is used at Wembley in order to ‘pulse’ crowds forward. There are two sets of queues from Bridge 1 and Bridge 5 that meet at Westfield Avenue / Montfitchet Rd and the system gives each queue the opportunity to move forward fairly whilst preventing overcrowding on the station
The Club commented it was frustrating that Westfield did not allow supporters access on egress and Supporter Representatives discussed how they could work together to put forward suggestions to allow access via Westfield. Supporter Representatives suggested they could help, campaigning Westfield to allow supporters in post-match as it would reduce the pressure for supporters to get on trains and they could make use of the Westfield facilities. The Club agreed to raise this in the next SAG meeting
Supporter Representatives asked why the new Jubilee line entrance at Stratford station Platform 13 wasn’t open on a matchday. London Stadium confirmed this was always designed as an entrance originally for Carpenter’s Estate when finished in its new form. The current stance of the Stratford station management is that it should not be used for matchdays because of safety and overcrowding concerns but agreed to ask if could be opened pre-match until a certain time.
c. Family Stand
Supporter Representatives asked if the Club would consider a dedicated family stand to sit like-minded supporters together. The Club stated that families currently have the choice to sit anywhere at London Stadium and that it was important to continue to welcome young supporters into the Stadium. They also noted that tickets in Bands 5 & 6 were notably cheaper for families.
The Club highlighted that over the course of the last six seasons, noting there were no supporters attending matches in the 2020/21 Covid season, 63,000+ £1 tickets had been sold under the ‘Kids for a Quid’ scheme
Supporter Representatives shared some of the potential benefits of having a family stand and it was agreed that, similar to the singing section, there would need to be research done on the appetite within the fanbase and any movement would need to be organic, without forced relocation
As part of the conversation, Supporter Representatives asked to better understand why railed seating was in some parts of the Stadium and not others, including Block 222. London Stadium clarified that that rails were installed in the Upper Tier due to safety concerns for away fans and that there are no current plans to install further rail seating in the 2024/25 or 2025/26 season. Supporter Representatives asked why standing was allowed at concerts and other events but not allowed at football matches. London Stadium shared that this was due to government legislation and the type of licence issued to the Stadium.
d. Wall in Block 113
The Club and London Stadium provided context to the numerous incidents across multiple matchdays that led to the local authority and police raising serious concerns that resulted in the installation of the wall, including injuries to a seven-year-old girl and 83-year-old man due to missile throwing. The Club and London Stadium confirmed that since the wall has been installed there has been a significant decrease in injuries and anti-social behaviour in this area
Supporter Representatives asked if the wall could be reviewed, or if other alternatives such as Perspex or netting could be considered. The Club and London Stadium agreed to raise this as the next SAG meeting with the relevant stakeholders. London Stadium stated that other options had been considered at the time but were discounted due to feasibility or impact on safety and that the SAG felt this was the preferable option
4. Status updates on fan initiatives
a. Pride of Irons ten-year anniversary
The Pride of Irons Representative thanked both Supporter Representatives and the Club for their support of their ten-year anniversary celebrations which included educational sessions for staff and stewards at both the London Stadium and Chigwell Construction Stadium, a community event, the unveiling of a tem-year anniversary flag and a joint statement of Unity & Solidarity from the Fan Advisory Board
b. Junior Supporters Board (JSB)
The JSB Representative stated he would like there to be a focus on growing the women’s game attendances at the next JSB meeting
Supporter Representatives asked if it would be possible for the women’s team to play at London Stadium at least once a season. The Club confirmed it was trying hard to make this happen, in a way that is financially sustainable for the women’s team operation and shared confidential financial details about the cost to play at London Stadium[##]. Supporter Representatives agreed to support the Club to facilitate this by working together on a joint letter to send to key stakeholders.
The Overseas Supporters Representative commented that watch parties had been held in the US for women’s matches and there was an appetite overseas for further engagement
A Supporter Representative commented on the positive atmosphere and experience at women’s games, noting enhancements made by the Club this season and encouraged all FAB members to attend an upcoming fixture
The JSB Representative also shared that the JSB had asked the Club to consider a junior supporter’s magazine, Hammers collectible cards and to add games to WHU app. The Club confirmed all of these ideas were under consideration
c. Unite For Access
The DSA Representative thanked the Club for their support for the recent Unite for Access campaign which included a video showing the experience of disabled supporters on a matchday and other activity to raise awareness. The DSA Representatives shared that the Association had grown to 300 members
The Club added that Level Playing Field had commented on the strength of the support, and this was a good example of the Club and its supporters working together
d. Official Supporters Club event and Pre-Season Tour
The Overseas Supporters Representative provided an update on events that have recently taken place in the US and confirmed they would be working with the Club on plans for the pre-season tour in the US
The Overseas Supporter Representative also confirmed there would be an event taking place before WHU v Southampton, welcoming Official Supporters Clubs from the UK and overseas together and that Supporter Representatives would be invited to attend
5. AOB
a. Ratification of sub-group approach
Supporter Representatives agreed the approach and guiding principles to creating sub-groups.
b. Email addresses for Supporter Representatives
The Club confirmed that Supporter Representatives that represented areas of Club-managed groups (Claret Members, Overseas Supporters, Away Scheme Members and Women’s Supporters Board) would be provided with email addresses for supporters to able to contact them directly.
c. P1 Travel
Supporter Representatives asked the Club why P1 Travel were an authorised ticket reseller and if they increased the likelihood of away supporters being in home areas
The Club stated that P1 became the Club’s exclusive official Ticket and Hospitality Partner in 2021 and supports the Club’s international presence by giving West Ham United’s fans the opportunity to buy tickets, match breaks or hospitality at London Stadium. They are an important partner as they allow us to attract new supporters to the Club, growing our fanbase and we build our database of West Ham United supporters
The Club added they also run their own group bookings process and have welcomed groups of 50+ to London Stadium of fans including the Polish Hammers and Belgian Irons
The Club stated that P1 Travel state on their website that tickets are for fans supporting the home team and that if a supporter identifies an away supporter in a home area on a matchday they should report via the ‘Support’ text number or make the nearest steward aware
d. Ticketing Consultation
Supporter Representatives stated they were not aware of the ‘early bird’ offer for supporters to obtain three priority points for early Season Ticket renewal, or the option for Season Ticket Holders to purchase additional tickets before this was shared with all supporters. The Club agreed it would have been beneficial for Supporter Representatives to have prior knowledge of this, and been provided the opportunity to share their views
The Club confirmed that all information had been provided directly to supporters and that the Club was pleased to see the take-up of the offer. It was agreed these issues would be raised as part of the ticketing sub-group once established
The Away Scheme Members representative asked for confirmation of the date for a meeting to co-design the evaluation of the Away Scheme pilot. The Club agreed to do this and added that the Away Scheme pilot was being positively received, and a survey would be shared to all Away Scheme Members following the pilot to get feedback ahead of the 2025/26 season
e. Football Governance Bill
Supporter Representatives asked if a response would be provided should they write a letter to Baroness Brady concerning the Football Governance Bill. Baroness Brady confirmed she would await further correspondence and respond accordingly
Agreed Actions:
The Club to finalise audit of all memorabilia and build action plan to review with Supporter Representatives on how items will be displayed (Due: next FAB meeting)
IWA to continue working with the Club and Supporter Representatives on Stadium atmosphere (Due: start of the 2025-26 season)
Supporter Representatives to join the Club on an ingress and egress audit (Due: start of 2025/26 season)
Supporter Representatives to write to Westfield to ask them to allow supporters access on matchday egress (Due: start of 2025/26 season)
The Club to continue to review family areas within the London Stadium (Due: start of 2025/26 season)
The Club to raise Supporter Representative feedback on the Wall in 113 at the next SAG meeting (Due: May)
Supporter Representatives to work with the Club to raise awareness of the desire to play a women’s game at London Stadium (Due: April)
The Club to continue to work with JSB representative on implementing ideas raised at meetings (Due: ahead of next JSB meeting)
The Club to publish details of the sub-group approach (Due: May)
The Club to set up email addresses for Supporter Representatives of Club-managed communities (Due: April)
Supporter Representatives to raise ticketing feedback in ticketing sub-group (Due: August)
The Club and Supporter Representatives to review the Ticket Exchange refunding actual cash, rather than Club Cash, for tickets resold via the ticket exchange system (Due: next FAB meeting)
The Club and Supporter Representatives to review the Ticket Exchange to see if it is possible to prioritise ticket sales to Claret Members and those on the Season Ticket waitlist before General Sale (Due: next FAB meeting)
The Club and Supporter Representatives to add safe standing to the agenda for the next FAB meeting (Due: next FAB meeting)
The Club to arrange meetings with the Away Scheme Members representative to discuss the design of the survey to be sent regarding the pilot scheme and the analysis of the results (Due: April and May)
[##] It was later agreed with the Club and Supporter Representatives that this information was kept confidential. There are no plans to share this whilst negotiations to host a fixture are ongoing.