Customer Charter

Complaints procedure

• The club has an email address for those wishing to make a complaint, once we have received your complaint a dedicated team of staff will ensure it is reviewed by the correct department and that suitable action is taken. We will ensure you are given updates about how we are dealing with the issues you’ve raised.

Contact details for complaints

• myvoice@lutontown.co.uk

  can be used by members of the public who wish to make any complaint

External complaints procedure

• Should individuals feel that they wish to raise a concern outside of the club they can use the below suggested regulatory bodies.

• Health and Safety – The HSE can be contacted for advice or support on 0300 003 1647

• Safeguarding – The EFL Safeguarding team can be contacted using safeguarding@theefl.com

• Football – The FA can be contacted using their website thefa.com

Disabled Ticketing

• There are three disabled areas holding in total 31 disabled supporters using wheelchairs and 31 helpers. The Club also offers disabled admission to ambulant disabled supporters and their carers in all parts of the stadium. Information regarding tickets for disabled supporters can be obtained from the Ticket Office on 01582 416976.

• A carer is available to all disabled supporters in receipt of middle or higher DLA or any level of PIP if required. (we may require proof of payments)

Disability Access Statement Luton Town Football club prides itself on being inclusive and working with all supporters. We endeavour to ensure that all fans, customers and associates at all levels of the club are treated without prejudice and with the utmost respect. The club also recognise that not all disabilities are visible. Due to the age of our stadium, we are faced with many limitations, however we will always strive to make changes or adjustments where we can. We are all Luton.

Mobility restrictions

• Due to the age of our stadium, we would urge anybody with accessibility concerns to contact our Disability Access Officer prior to attending. michelle.mcgillicuddy@lutontown.co.uk

Disability Access Officer

• Contact Name –Michelle McGillicuddy Email: mcgillicuddy@lutontown.co.uk

• Telephone: 01582 411622

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

• Disabled supporters may be entitled to a concessionary rate when purchasing a season ticket (Home supporters) or matchday ticket (Home or Away supporters) at Kenilworth Road. These can be purchased through the Luton Town ticket office when providing proof of middle or higher rate Disability Living Allowance or any rate of PIP. If required, our disabled supporters are also entitled to a carer free of charge on this basis.

• Three sections of the Kenilworth Road stadium have access for supporters using wheelchairs. One is located in the Kenilworth Road end, behind the goal, one is below the David Preece Stand and the other is beside the pitch in the Main Stand enclosure. Away supporters are allocated the accessible area at the front of the Away stand in Oak Road.

• Entry to the accessible platforms in the Kenilworth Road section and below the David Preece Stand is via the press gate in Kenilworth Road, to the left of the turnstiles and adjacent to the club shop. Wheelchair access to the Main Stand enclosure is via turnstiles on the Maple Road bridge. Ramps access is available in both of these sections.

• If you are unsure where to sit as an ambulant supporter, then please contact the DAO or the ticket office directly.

• Inside Kenilworth Road, we have accessible toilets and a lowered counter for service at the main refreshment kiosk, which is located underneath the David Preece stand.

• Home fans can email the LTDSA directly at

  parking@ltdsa.co.uk

  to apply for an accessible car parking space (This is for match day spaces only NOT seasonal). Applications can be sent 14 days before the game and will close 4 days before the game. If there are more request than spaces available, then a ballot will be held 3 days before the game. The LTDSA will confirm the arrangements directly back to supporters.

• For supporters with a visual impairment, we have a dedicated commentary service where you can borrow a receiver to listen to live match commentary. Please contact us to pre-book the equipment as soon as you can by emailing supporterservices@lutontown.co.uk

All the information you need can be found in our guide, which you can download by clicking here.

Accessible toilet facilities

• There are accessible toilets at either end of the Main stand at Kenilworth Road. These are accessible from both wheelchair areas.

Ground Regulations

• Our club ground regulations can be found using this link

https://www.efl.com/siteassets/efl-documents/ground-regulations.pdf

Medical Exemption Certificates

Despite the stadium's Bag Policy, the Club understands that some supporters will need to bring bags that do not meet these requirements into the stadium for medical reasons. To do so, an exemption certificate will be required. Please note, all bags with medication or equipment regardless of size will also need a medical exemption certificate.

All requests for exemption certificates must be submitted by emailing supporterservices@lutontown.co.uk with full details of medicine/equipment. Once approved, we will email you a copy of your certificate which you will need to print and bring with you to the match.

Please be aware that all supporters with an exemption certificate will still need to have their bags searched at the turnstiles by a steward. This will be the only way to access the stadium on a matchday if you need to bring a bag with you on medical grounds.

Prohibited items

You may not bring into the ground

Any portable container which could cause damage or personal injury;

Any knives

Fireworks or flares

Smoke canisters

Air-horns

Weapons

Dangerous or hazardous items

Laser devices

Bottles

Glass vessels

Cans

Poles

Any article that might be used as a weapon and/or compromise public safety.

Any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Club’s management.

Any musical instruments or similar item which could be considered a nuisance or disruption to other supporters, without the prior approval from the club’s management.

Pyrotechnics

• The use of pyrotechnics has health risks, including: Serious injury, such as limb or digit removal, due to their explosive power. Loss of hearing due to noise – up to 150 decibels. Burns – pyrotechnics can burn at up to 2000 degrees C. This creates a significant burn and fire hazard. There is also the risk of loss of sight as well as possible carcinogenic effects. In rare cases the use of some types of pyrotechnic has caused the loss of life. The possession or use of pyrotechnics, including smoke devices, flares and fireworks at a football ground is strictly prohibited and considered a criminal offence under the Sporting Events (Control of Alcohol etc.) Act 1985.

Any supporter found in possession of a pyrotechnic device will receive a lifetime ban from all Luton Town Football Club Fixtures.

Bans and appeals procedure

• In the event that a Club Ban is issued, a letter will be sent via both email and post to the individual. This will detail the reason for the Ban, the length of the ban and the opportunity to appeal.

• An appeal against a ban may be made within 7 working days of receipt and will require grounds for the appeal to be provided to the assistant club secretary as detailed in the letter. The Assistant Club secretary will review the evidence from both the match day team and the individual to ascertain if the justification for the ban is present and any contributary factors. The outcome of which is final.

• If overturned, the ban will be lifted immediately with no further action.

• If upheld, the ban will remain in force till the end date at which time a letter will be sent via email and post confirming the ban has expired.

• During a ban, attendance to ANY Luton Town FC Fixture is prohibited whether home or away, this includes Academy and Luton Ladies fixtures. Tickets may not be purchased or transferred. Attendance whilst under a ban may result in an extension of the ban or further action.

Misconduct / breach of ground regulations

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

Banners and flags policy

• Any flags or banners must not be of an offensive or political nature nor larger than 2 metre x 1 metre. Any flags or banners larger than these dimensions must meet fire resistance standard BS 5867-2 or EU equivalent and must be approved by the club management prior to attendance. Flag poles are not permitted.

Smoking policy

• EFL stadia are smoke-free and smoking or the use of electronic cigarettes is not permitted inside the Ground.

Stewarding

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

Match Day First Aid

• Luton Town Football Club’s main first aid facility is based in the north-west corner of the stadium, between the Oak Road and Main Stands, which is staffed by paramedics and/or St John Ambulance personnel. There is a secondary first aid location pitch side in the south-west corner of the stadium, below the David Preece Stand. At all first-team fixtures, there are 2 dedicated ambulances on site. Luton Town Football Club do have first aiders trained and available to offer first aid. However, in the presence of a St John Ambulance member of staff, they will stand down and allow the paramedic to take control of the situation. All first aid boxes and facilities that are used solely for matchday are maintained and secured by St John Ambulance. In the event of accident, illness or injury, a steward should be advised so that the appropriate assistance can be arranged quickly.

We have 2 defibrillators on permanently on site. One outside the Oak Road Ticket Office and one on the Kenilworth Road Apron.

The club has a Senior Safeguarding manager who oversees Safeguarding at the club, Community Trust and Academy, the EFL ensure that the Senior Safeguarding Manager is suitably trained and experienced to deal with all safeguarding matters at the club.

Match day Safeguarding

The club have a specific process for dealing with Match day Safeguarding concerns and have a team of dedicated Safeguarding stewards who are experienced and trained to deal with Safeguarding incidents or concerns

Safeguarding policy

The club’s Safeguarding policy can be found here.

Who’s who

• The club’s safeguarding contacts can be found here

Safeguarding external contacts

• The FA Safeguarding team -

  safeguarding@thefa.com

• The EFL Safeguarding team -

  safeguarding@efl.com

• NSPCC 0808 800 5000 -

  help@nspcc.org.uk

Allegations against staff policy

• The club’s Safeguarding allegations against staff policy can be found

  here.

• Park Street Store 12-14 Park Street, Luton, LU1 3EP

Mon-Fri 10am-4pm

Sat 9am-4pm

• Stadium Shop Kenilworth Road, Luton, LU1 1DH

Matchday Saturdays 1pm-6pm

Midweek Games 6pm-10pm

• The club supports several local and national charities on a regular basis, including: Prostate Cancer UK, Beds Prostate Cancer support group, Keech Hospice Care, NOAH, Signposts, Level Trust, The Luton and Dunstable Charitable fund, Luton foodbank, Mind and Mind BLMK

• Each Season a dedicated match day awareness and fundraising campaign is granted to the clubs charity of the season, the supporters charity of the season and the EFL’s Nominated charity, the Royal British Legion Poppy Appeal and the Salvation Army.

How we deal with charitable requests

• The club will also deal with all charity donation requests that come into the club via our general enquiries e mail address info@lutontown.co.uk. Every request will receive a reply, but due to the volume of requests the club receives, priority is given to locally based charities that in turn benefit the community.

At Luton Town Football Club we aim to provide an enjoyable experience for all supporters and hold inclusion and anti-discrimination at the core of our values.

• We are committed to creating an environment that welcomes and respects people from all communities, promoting equality and diversity at Kenilworth Road and its associated premises. As a Club, we recognise the nine protected characteristics (age, disability, gender reassignment, marriage, and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation), under the Equality Act 2010 and will play an active role in ensuring that there is universal respect for all employees, supporters, community groups and partners.

• The Club actively supports several equality and diversity campaigns, including Kick It Out, Level Playing Field, and Her Game Too

• The Club commits to further developing policies and procedures which, are fully supported by the Board, and in accordance with The Football League’s Code of Practice requirements. The club has appointed an Equality Champion and Lead Officer who will develop and lead an advisory group, that will meet regularly to consult and agree upon key equality, diversity, and inclusion priorities and actions throughout the Club. The group’s remit includes developing an Equality Action Plan and the Lead Officer will report to the Board regularly.

• The Club will ensure that every staff member, Board member, official, spectator, fan, and visiting team can be assured of an environment in which their rights, dignity and individual worth are respected, and, that they are able to work and watch football in an environment without the threat of intimidation, victimisation, harassment, or abuse.

Complaints and Compliance

• The Club regards all forms of discriminatory behaviour, including (but not limited to) behaviour described, as this statement is unacceptable, and as such pledges to create an environment where concerns and complaints related to such behaviour can be raised without fear of any repercussions. All complaints will be investigated following the club’s internal complaints process, and where required, appropriate action will be taken against any employee, member or volunteer, spectator, or fan who is found to have violated the Equality Policy.

• If you would like to report an incident of racism or discrimination on a match day, please use the QR code found on the back of seats or speak to your nearest Steward in the first instance. If you wish to report an incident after or outside of a matchday, or if you have experienced abuse online, contact myvoice@lutontown.co.uk.

• Luton Town FC pledge to ensure that Club Staff undertake regular training in Equality, Diversity & Inclusion, and is committed to equality, inclusion, and anti-discrimination as part of The Football League’s Code of Practice. The Club will ensure that all employees have access to a range of resources, to assist with raising awareness and educating, investigating concerns, widening diversity and representation, and promoting diverse role models, This Equality Policy will be reviewed and updated, if required, on an annual basis. Signed and endorsed by the Chairman and CEO.

Legal rights

• Discrimination has been legally defined through a series of legislative acts, including the Race Relations Act, the Sex Discrimination Act, the Disability Discrimination Act, and the Equality Act 2006. In April 2010, the Equality Act 2010 received Royal Assent. The Equality Act 2010 is a law that harmonises where possible, and in some cases extends, protection from discrimination. It applies throughout the UK and came into force in October 2010. Discrimination refers to unfavourable treatment based on characteristics, which are known as ‘protected characteristics. Under the Equality Act 2010, the protected characteristics are defined as age (employment only until 2012), disability, gender reassignment, marital or civil partnership status (employment only), pregnancy and maternity, race (which includes ethnic or national origin, colour or nationality), religion or belief, sex (gender) and sexual orientation. Under the Equality Act 2010, individuals are protected from discrimination ‘on grounds of a protected characteristic. This means that individuals will be protected if they have a characteristic, are assumed to have it, associate with someone who has it, or with someone who is assumed to have it.

Data Protection

• The club policy can be found on our website: https://www.lutontown.co.uk/club/ltfc-privacy-policy/

Community Trust Charity number: 112307

History

• Having been established in 2008, Luton Town FC Community Trust began with only two members of staff, The Trust has expanded in recent years to now engage with over 2000 individuals on a weekly basis.

Vision

Communities united through football, experiencing more opportunities that improve life chances and reduce health inequalities.

Mission

Use the positive influence of Luton Town FC to engage our community, creating improved health, education, employment and football opportunities.

Our Programmes

• Premier League Primary Stars uses the inspiration of sport to connect pupils’ learning to the world around them, supporting Maths, English, PE and PSHE.

• The Ability Counts football session are weekly pan disability sessions for 18+ young adults to make friends, train and play football and participate in multisport.

• Mini Hatters soccer schools is an introductory football course of sessions for boys and girls of all abilities who want to have fun whilst learning football

• Talent Identification Programme (TIPS) is weekly training to support young boys and girls’ development.

• Welcome Through Sport - This project delivers fun and inclusive football, cricket and social enrichment sessions to support refugee and asylum seekers living in Luton and Bedfordshire.

• Youth Development programme is for recruited boys aged between 6-16year olds from local grassroot football clubs and via our TIPS programme.

• Secondary School Support staff working in schools supporting PSHE, PE and academic studies of secondary students.

• Social Club aimed at members of the community to reduce social isolation and loneliness, activities include arts and crafts, topical discussion and trips to the football.

• The Twinning Project is a partnership between HM Prison and Probation Service (HMPPS) and professional football clubs. Community Trust deliver accredited coaching and employability-based qualifications to prisoners to better prepare them for life after their release.

• Post 16 football Education Programme, training, 1 to 2 fixtures per week plus educational studies e.g. BTEC or A-level qualifications.

• Holiday Camps / Holiday Activities and Food (HAF) run in the school holidays. Each day is focused on a variety of skill-based exercises that are delivered in a fun and friendly environment.

• PL Kicks engage young people aged from 8-18, sessions focus on football, sport and personal development to support community cohesion and divert young people away from any potential involvement in anti-social behaviour or crime.

• Virtual Schools – working with young people with social workers to raise their attainment in school and attendance through mentoring and positive activity.