Disability Equality Seminar

It was attended by approximately 100 people with a range of backgrounds e.g. disabled supporters, clubs and football authorities.

This document outlines:

• the good practice that exists in football
• questions that people wanted responses on issues and challenges for the future.

The National Association of Disabled Supporters (NADS) was stablished in 1998 and represents all disabled football supporters and their carers and advocates. More than 30,000 disabled fans regularly attend football matches in England alone with many now choosing to travel to games abroad.

Their key objectives are to promote an inclusive agenda and ensure equal access for all fans by campaigning for change and improvements where needed throughout the game. They represent all disabled supporters with Trustees and co-optees of all disability groups sitting on the Board.

NADS represents the views of all disabled supporters and takes their issues and concerns to football and governmental authorities as well as providing independent advice on disability issues as they affect the football community.

• To be a voice for supporters of all disability groups
• To campaign for equality of supporter experience
• To enrich lives of disabled people through football
• To raise disability awareness

For more information about NADS, please tel 0845 230 6237 or email info@nads.org.uk or go to the NADS website www.nads.org.uk

Enquiries can also be directed to The Football Association, Premier League, Football League or the individual clubs. For contact details please refer to the end of this page.

• Remember there are a wide range of disabilities
• Provide disability awareness training for all service providers
• Match experience begins before someone gets to the ground – there should be a dedicated point of contact before the match and a match day contact
• Match-day experience is dependent on the service for the range of disabilities e.g. commentary for visually impaired; sightlines for wheelchair users and ambulant disabled
• ‘Intermingling’ of disabled fans with non-disabled fans should be best practice
• Weather protection essential, giving out weatherproof ponchos may help
• Key requirements – accessible web-site, parking, accessible drop off points, toilets, basic amenities, maps available, staff to assist
• Programmes or information should be available in Audio, large print or Braille.
• Disabled fans sit with their own fans with carer alongside at both home and away matches
• Make adjustments for older supporters who may need a carer or special facilities
• Get to know your disabled supporters
• Clubs to set up Disabled Supporters Association (DSA)
• Liaison between DSA and Disability Liaison Officer (DLO) is key
• Guide dogs – information should be available to stadium managers and health and safety officers; a lot of DLOs understand and accommodate Guide dogs as best they can•
• Mechanism for feedback essential – both positive and things to improve
• Feedback to go to club director responsible for disabled supporters and facilities
• Have information on an accessible club website for visiting disabled fans, giving details of facilities and contact information
• Invest in training of staff – especially DLOs
• Remember carers are supporters too
• Parking bays to accommodate access needs such as extra wide bays and rear loading room
• Remember match experience begins before you get to the ground
• How do we remove fear factor especially for first time supporters/visitors and grow numbers of repeat disabled supporters? Home disabled fans could welcome away fans
• Have dedicated stewards trained in signing and first aid
• Provide dedicated home and away areas for disabled supporters to purchase refreshments
• Sports stadia could provide a tactile map of the layout of the arena which should be placed in a strategic position to enable people with visual impairments the opportunity to have a mental picture of the premises they are visiting. In addition this could also be provided on audio tapes/ CDs
• Each club to have a clearly defined policy for each disability group for its staff to refer to. There is a difference in definition/qualification of disability from club to club and even between individuals within a club
• Clubs should communicate and network more especially regarding best practice, training and consultation, technical requirements and concessionary rates•
• Any grants given by Football Stadia improvement Fund (FSIF) must be dependent on the involvement of NADS

Ticketing

• An open communication network between clubs in arranging disabled supporter’s ticket allocations
• Consistency around ticket office information, especially for away supporters
• Clubs should publicise the number of ambulant disabled tickets as well as wheelchair spaces for both home and away supporters. Ambulant seats should not be incorporated within the non-disabled bodied application
• Clubs to provide information on accessible seating for ambulant disabled away supporters when sending tickets for sale
• Information needs to be given before tickets are purchased. Info pack could be available on request from clubs and in different format. It should include public transport access information
• In non-disabled seats – the best practice that exists is that clubs allocate a certain number of seats for season tickets and allocate a number or a percentage for ballot purposes. That way there is chance of non-season ticket holders being able to buy a ticket for a match. Clubs should have the same policy for disabled ticketing (the issue is really about wheelchair spaces) i.e. allocate a number of seats to season tickets and allocate a number or percentage for ballot purposes and that would mean that more disabled fans should get chance to go in a ballot and hopefully get to a match.
• Allocate any disabled seating ticketing before any allocation to non-disabled fans. That way clubs could allocate (for example) ambulant disabled spaces at the end of rows which may not be available when the bigger sale of tickets happens•
• Ensure stewards and customer services staff fully trained in disability awareness – especially where there are agency staff
• Hold mystery shopper sessions – anonymous disabled supporters to check each ground on match-day and feedback highlighting any shortfalls
• Sell a combined ticket for a disabled person and a carer
• Put some away allocation tickets into a ballot for non-season ticket/high loyalty disabled supporters
• Club inconsistencies in disabled seating arrangements and ticketing mean that some disabled people miss out on loyalty schemes/points for away game qualification, especially visually impaired fans, clubs should have same rules
• Include away visually impaired fans in the allocation of disabled tickets
• Ticketing policies do not allow blind fans to go to away games and sit in positions that best suit their disability. Seating plans of away seats could be sent with the away tickets to aid allocation, especially for ambulant fans
• Provide earlier notice of away ticket allocations as disabled people may have to organize special transport and accommodation
• Access to disabled home tickets - should be made available at the same time and in the same way as non-disabled tickets
• Should you prioritise parking for people with blue badges? Ambulant disabled may have a more urgent need to be closer to stadium. Police/security cordons can make it difficult to access disabled supporter drop off points. Police are often drafted in from other areas for one match and are not aware of club policy and the designated drop off points

Club specific examples of good practice

• Sheffield United – operate an away game loyalty scheme which works the same for in same way for both disabled and non-disabled fans; current meet demand for both ambulant and wheelchair users; provide a community hall with refreshment bar for disabled fans before game, proceeds subsidise away trips for supporters
• MK Dons – Provide additional Family seats for those accompanying wheelchair users or severely disabled individual; provide additional blue badge ambulant disabled parking bays within a short distance of the stadium
• Birmingham City – DSA raised funds for a used wheelchair accessible bus. Some fans had never been out of Birmingham before. Two members took a course to learn correct procedure for securing a wheelchair. It has greatly enhanced match-day experiences
• Newcastle United – Provide weatherproof ponchos for disabled fans
• Fulham – Has neutral fans stand
• Manchester United – dedicated cafe for disabled supporters
• Shrewsbury Town – well cared for by staff
• Darlington – Well looked after great ground

How do the Leagues and The FA share best practice with each other and clubs?
FA comment: Football authorities meet regularly to discuss equality issues and disabled supporters are included in these meetings.

Why is there a Soccer Sight project – our national game is football not soccer?
FA comment: Soccer Sight is a project aiming to bring quality football commentary to blind and partially sighted people at every professional club in England and Wales. RNIB have teamed up with Halifax Bank of Scotland, the Football Foundation and the BBC to achieve this. Soccer Sight works as a title better than Football Sight.

If a disabled supporter buys a ticket on match day what proof of disability is needed?
FA comment: The FA accepts photocopies of Disability Living Allowance (DLA) or an original letter from a GP or hospital. Please note that The FA does not accept Blue Badge permits as proof.

Leagues comment: Different clubs operate different systems. Supporters should contact the club in advance in order to establish what they need.

Do you offer an extra escort ticket to a blind person who already has a guide dog with them?
FA comment: The FA does offer this.

Leagues comment: Different clubs operate different systems so you should check with the individual club.

Should hospitality areas offer a carer ticket as part of ticketing policy?
FA comment: Yes and The FA do this.

How do you cope with other family members (including extended families) who may want to come to the game together with the disabled supporter?
FA comment: The FA places them in an appropriate area (ambulant, wheelchair user etc) and place additional group members as nearby as possible which will be in the rows in front or behind. These extra tickets are at full price.

Should there be a provision for extra carers/escorts when travelling to games abroad?
FA comment: If someone gives The FA prior notice, we can accommodate this. Away venues can vary a lot in accessibility; any additional people will need to be englandfans members.

Who should get the free ticket – the disabled person or the carer? Why is there such variance?
FA comment: The FA’s policy (and this is in the guidance that we have produced for clubs) is that we charge the disabled person and offer a carer's ticket free of charge

Should clubs offer an extra escort ticket to a blind person who already has a guide dog with them?
NADS comment: Yes and a person with severe or multiple disabilities may require two carers

Should hospitality areas offer a carer ticket as part of ticketing policy?
NADS comment: Yes and this should be offered for non-football events as well such as concerts

There are some reports of abuse of season tickets that are allocated to carers coming to games without the disabled person. How should this be best managed?
NADS comment: A carer ticket is a reasonable adjustment and policy advice is that this should be for a disabled person and as such the carer ticket should only be available with the disabled supporter in attendance. Perhaps it should be attached to the season tickets/season book. The carer should speak to the club to make separate ticket arrangements in the same way as any other non-disabled person.

How do you cope with other family members (including extended families) who may want to come to the game together with the disabled supporter?
NADS comment: The club would need to be made aware by the disabled person of their specific family needs. It's a question of what is reasonable and the best solution would be to sit the family as close as possible to the wheelchair user and carer. It may not always be possible to put them all in the family section of the stadium, especially if the wheelchair platforms are elsewhere. For home games that should be relatively easy to accommodate. It may prove more complicated to achieve for away games however there is no reason why it shouldn't be possible.

The main hurdle will be where clubs sit (away fan) wheelchair users with the home fans. Clubs should be flexible about this and plan to set out family areas to accommodate this.

Should there be a generic pricing structure?
NADS comment: Yes – we understand that clubs are individual businesses. NADS would like to see the often referred to ‘free carer ticket’ re-classified as a reasonable adjustment and not to be seen as part of a concession structure. NADS wants all disabilities to be treated the same e.g. wheelchair users, VI, ambulant disabled, learning disabled. See NADS disability policy which sets out to ensure that disabled ticketing is fairly allocated. Season tickets or the ability to join a waiting list should be made available to all disabled supporters, with an equal access as is offered to non disabled supporters

Should all disabled people get free tickets to accommodate those on a low income?
NADS comment: NADS does not agree with the practice of providing free tickets as this may encourage a relationship of charity rather than valued customer and give the wrong message to other supporters. Disabled supporters receiving free tickets feel less able to complain about poor services or facilities

Who should sell disabled tickets, home or away club?
NADS comments: The home club, as they know the disabled supporter best. NADS believes strongly that DSAs should not be managing disabled tickets and ideally they should be handled more independently by the ticket office with guidance on any specific access issues provided by the DLO when needed. Provided the ticket office keeps an accurate database of disabled supporters needs, then this should be easily manageable. The home club should approach each away club to obtain exact details of disabled facilities and maximum seating (for each disability) availability for each game

Should DLO have direct responsibility of disabled ticket sales distribution?
NADS comment: No, this could be open to abuse/personal conflict/intimidation/favouritism and NADS would prefer that it should remain with the general ticket office, with a transparent and defined procedure e.g. how to deal with loyalty points

Should there be a provision for extra carers/escorts when travelling to games abroad?
FA comment: Ticketing policies often do not include ambulant disabled or people with learning difficulties with no allowance for a complimentary carer ticket. Do not judge on sight as people with invisible disabilities can require as much assistance. If in doubt air on side of caution and provide a carer ticket

The carer/PA could be buying the ticket on behalf of the disabled person, what would be the proof needed? If Disability Living Allowance is used to define carer provision then at what level should it be set? Clubs seem to vary with some at mid and some at high rates.
NADS comments: The mid rate carer component or higher rate mobility component of the DLA or in exceptional circumstances (where person does not claim DLA) a doctor’s letter.

Can a whole family be the carer?
NADS comment: Ideally there should be a provision for the family to go together to a game. Most disabled people need one carer although someone with severe disabilities may need more than one carer

Is it acceptable to have carer tickets available in designated areas only?
NADS comments: Yes however designated areas can be individual seats around the stadium. It’s a question of knowing your disabled supporters

Is there a minimum age for a carer – do under 16s qualify? Who is qualified to decide who needs a carer?
FA comment: In practical terms it is important that the carer is able to take full responsibility for the disabled person and their specific needs. The FA’s view is that this need not necessarily rule out any young person under 16, but it would be preferable for the carer to be a responsible adult, and clubs / stadium management may have to draw the line if they should consider a carer to be too young to take full responsibility for the disabled person.

How can a ground increase capacity of supporters to the game but not increase disabled seating and how can a club get away with not having a choice of viewing areas – is this discrimination?
NADS comment: Yes - from the previous Disability Rights Commission’s own DDA Code of Practice:

6.22 The duty to make reasonable adjustments is a continuing duty. Service providers should keep the duty under regular review in light of their experience with disabled people wishing to access their services. In this respect it is an evolving duty, and not something that needs simply to be considered once and once only, and then forgotten. What was originally a reasonable step to take might no longer be sufficient and the provision of further or different adjustments might then have to be considered.

7.34 …………..Where there is a physical barrier, the service provider's aim should be to make its services accessible to disabled people and, in particular, to provide access to a service as close as it is reasonably possible to get to the standard normally offered to the public at large.

Should disabled parking be free?
NADS comment: This is for individual clubs to manage and will depend on geography/overall availability. Up to the club, however consider equality issues. Clubs should also be aware of the mobility issues faced by those supporters who have an ambulant disability (or are elderly). Often they have chronic pain and can only walk for a limited distance at a time. Accessible drop off points, shuttle bus services from remote parking areas and resting points should all be considered

Are there any guidelines on limiting numbers of disabled people in a ground? Should there be?
FA comment: To our knowledge there are no guidelines on limiting numbers of disabled people attending a stadium. Supporters in wheelchairs will only be accommodated in the designated area for disabled supporters and clearly there is a defined limit to the spaces available in such areas. Ambulant disabled supporters and visually impaired supporters, if not accommodated in the designated disabled section, should ideally be situated in seats identified by the club / stadium as suitable for such purpose, i.e. seats adjacent to an aisle or gangway and within easy reach of the vomitory. There are health and safety reasons why disabled supporters with any kind of mobility impairment should be accommodated in identified seats or areas of the stadium; disabled persons with such an impairment in other parts of the stadium could present a health and safety risk (to themselves and to other persons around them) in the event of an emergency situation arising and an evacuation of the stadium being necessary.

Supporters who shout racial remarks are dealt with by the law – some supporters mimic disabilities to opposing fans. How can this be dealt with?
FA comment: The use of threatening behaviour and foul & abusive language is an offence against the Ground Regulations. Under the Ground Regulations, which all supporters are deemed
to have accepted on entering the stadium, the club also reserves the right to eject from the ground any person failing to comply with any of the Ground Regulations or whose presence within the Ground is, or could, reasonably be construed as constituting a source of danger, nuisance or annoyance to any other person. This could lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement) and other benefits. Stewards are empowered to eject any spectator in breach of the Ground Regulations.

Playing

Is there any way that disabled and non-disabled participants can compete together?
FA comment: This currently happens in non-disabled football where many people with impairments participate on a regular basis with non-disabled player e.g. deaf and those with learning disabilities

How is Ability Counts funding allocated?
FA comment: This is managed through the County Football Associations, their details can be found here

About 5 years ago there was some funding for wheelchair football. The aim was to start wheelchair football leagues. When will they start and what development work underpins it?
FA comment: These have already started and the national league is now in its second year for more information please go to the Wheelchair Football Association website www.thewfa.org.uk

If you have further questions or comments please contact:

NADS
PO BOX 2909
Reading
RG1 9LD
Tel 0845 230 6237
email info@nads.org.uk
www.nads.org.uk

The Football Association
25 Soho Square
London
W1D 4FA
Tel 0207 745 4545
Fax 0207 745 4546
Email info@TheFA.com
www.thefa.com

Premier League
30 Gloucester Place
London
W1U 8PL
Tel 020 7864 9000
Fax 020 7864 9001
Email info@premierleague.com
www.premierleague.com

Football League
Edward VII Quay
Navigation way
Preston
PR2 2YF
Tel 0844 463 1888
Fax 0870 826 5188
Email fl@football-league.co.uk
www.football-league.co.uk

The FA is committed to meeting your needs. Therefore this document may be made available in Braille, Large Print or Audio.

For more information, please contact The FA's Customer Relations Unit on 0207 745 4545.

ISSUES / CHALLENGES

Greater funding of NADS to allow better representation of supporters

Show more disability football on TV, especially international games

Include coaching of players within current structure of mainstream coaching qualification

More information about women’s disability football is needed

61,000 5-16 yrs old youngsters want to play football – set up a central register of those interested in playing

• There is a demand for a standard uniform policy across the leagues on who pays for tickets, the disabled supporter or the PA or 50/50. This should recommend how to make adjustments for genuine need
• Need to plan like a military operation experience there is no room for ad hoc arrangements
• Club inconsistencies in disabled seating arrangements and ticketing mean that some disabled people miss out on loyalty schemes/points for away game qualification, especially visually impaired fans. Should have same rules for all clubs
• Away visually impaired fans do not get included in the allocation of disabled tickets
• Ticketing policies do not allow blind fans to go to away games and sit in positions that best suit their disability. Seating plans of away seats could be sent with the away tickets to aid allocation, especially for ambulant fans
• Loyalty schemes: rescheduled games for TV mean that many disabled people cannot go – do not get loyalty points
• Earlier notice of away ticket of away ticket allocations as disabled people may have to organize special transport and accommodation
• Access to disabled home tickets - should be made available at the same time and in the same way as able-bodied tickets
• Separate club membership database for disabled supporters
• Should you prioritise parking for people with blue badges? Ambulant disabled may have a more urgent need to be closer to stadium. Police/security cordons can make it difficult to access disabled supporter drop off points. Police are often drafted in from other areas for one match and are not aware of club policy and the designated drop off points

• Match experience begins before you get to the ground
• How do we remove fear factor especially for first time supporters/visitors and grow numbers of repeat disabled supporters?
• Could home disabled fans welcome away fans?
• How can we ensure availability of stadium information for disabled supporters in advance of game?
• Need a minimum standard for all clubs – policy, ticketing, facilities and services. How can this be put in place and monitored?
• There should be an updated “best practice” document for clubs to cover disabled supporters
• Crowd congestion getting to and from stadia can cause problems
• No dedicated area for disabled supporters to purchase refreshments
• Insufficient disabled toilets available at some grounds
• Should the Accessible Stadia Guide (Green Guide) wheelchair spaces ratios be revisited?
• Clubs do not provide enough disabled parking for away fans – “I feel offended that disabled fans needing to take their cars are charged a car parking fee”.
• Away fans having to sit with home fans, may be the only away fan fetching refreshments in the home end which can be very scary
• Standing in seated areas - refusal of fans to sit down needs attention of football authorities
• Obscured views in certain areas at many stadia
• Many disabled seating bays are at pitch side or ground level
• Groups of fans may encroach on disabled viewing areas on a regular basis which is an issue for stewards. Sightlines are often blocked at crucial points of the game. TV Crews and police can also block views at pitch side. Especially an issue for wheelchair users and the ambulant disabled
• Stadia/clubs where away fans have to sit with home fans
• An increase in elderly supporters is putting a greater demand on facilities, these often lifelong supporters may become disabled and have different needs
• Health and safety officers don’t allow fans to sit where they want, they control where they go and not always based on sound evidence
• englandfans – cannot go to away games because of expense of sighted guide and no commentary at games. No concessions for disabled fans who are not getting an equitable service
• Stewards – there is little consistency in quality of disability awareness and customer service training. Further issues surround agency stewards who by definition are never permanent. NCFE and NVQ cover aspects of law only
• Dedicated stewards trained in signing and first aid
• Programmes and information available in large print or Braille
• Sports stadia could provide a tactile map of the layout of the arena which should be placed in a strategic position to enable people with visual impairments the opportunity to have a mental picture of the premises they are visiting. In addition this could also be provided on audio tapes/ CDs
• Policies for away fans are erratic – clubs should adopt the NADS Blueprint
• Standards – many customer service individuals seem to have no awareness of disability issues
• Each club to have a clearly defined policy for each disability group for its staff to refer to.
• There is a difference in definition/qualification of disability from club to club and even between individuals within a club
• Change perceptions by behaviours and cultures not threats, inside and outside your clubs
• Accessible transport for away fans
• Many clubs rely on street parking and where there is disabled parking provision it is often restricted in numbers. How can this be best managed
• Clubs should communicate and network more especially regarding best practice, training and consultation, technical requirements and concessionary rates
• No one model will fit all clubs but basic guidelines should be set out and followed

• Possibility of a super riser policy - NADS should engage with designers and builders in subsequent years at this conference. Engage with people with knowledge not just supporters.
• Central funding for improvements to disabled facilities and extra seating provision where needed, especially for smaller clubs. FSIF funding is not able to cover this cost
• Where clubs are not adapting or replacing their stadia there may not be enough disabled spaces available. This is about inclusion and equality and clubs should give long term considerations so disabled people have a choice
• How do you find space – easy for new stadia to offer improved facilities and accommodate more disabled supporters
• Consultancy for new stadia should involve bodies with experience – a diverse group/access forum with recognised bodies included
• Awareness that this won’t happen overnight but it’s no longer optional but mandatory to expect this level of service
• Responsibility of the individuals within the organisation – all need to adopt the same attitude with each individual responsible for informing club of specific requirements
• There should be a national requirement/guidance
• Some disabled fans need to stop moaning and come up with some real solutions

• NADS to redesign the website and include online forum. Make notice board available (email and downloadable form already available on NADS web site)
• Have more club information on your website
• NADS to hold database of disabled supporters
• Approach to clubs should be from boardroom level to stewarding level

• Stoke City – increase in ticketing and parking demand from increasing numbers of elderly fans with impairments; groups of fans encroach into disabled viewing areas on a regular basis in all areas of stadium – big problem for stewards
• Birmingham City – Usually recommend over 16s as carers. Any wheelchair user should automatically be assigned a personal assistant; please can you provide details of training courses for stewards on disability awareness
• Liverpool – Away fans have to sit with Liverpool home fans. Can a row of seats be removed from front of away section so fans can sit together? View in Kop can be restricted by TV crews and is too low
• Exeter City – How do you find space?
• Ipswich Town – Premier League has regular meeting with DLOs. Could FL do something similar?
• Manchester United – 74,000 supporters – 150 disabled spaces; away fans sit with home fans
• Manchester City – 47,000 supporters – 182 spaces minimum
• Reading – The vision is not good for wheelchair users in away section
• Shrewsbury Town – Disabled lift out of order
• Darlington – disabled platform away from fans