Report from the Trust meeting with the Spurs Board on 8 October 2019

On the evening of Tuesday 8 October 2019, representatives of the Trust Board met with representatives of the Spurs Executive Board and senior Club staff for a scheduled 'Board to Board' meeting. The following notes from the session have been signed off  by both the Trust and the Club. 

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Tottenham Hotspur Supporters’ Trust
Tottenham Hotspur Football Club
Board to Board Meeting
Tuesday 8 October 2019
Tottenham Hotspur Football & Athletic Co Ltd, Lilywhite House, 5.30pm
 
THST Board:
Martin Cloake, Co-chair (MC)
Katrina Law, Co-chair (KL)
Pete Haine, Secretary (PH)
Michael Green (MG)
Rachel Martin (RM)
Kevin Fitzgerald (KF)

THFC Board:
Daniel Levy, Chairman (DL)
Donna-Maria Cullen, Executive Director (DMC)
Simon Bamber, Director (SB)
Levi Harris, Supporter Liaison Officer (LH)
Ian Murphy, Head of Ticketing (IM)
Dean Smith, Safety Officer (DS)
Eileen Williams, Senior Safety Officer (EW)
Jon Babbs, Stadium Director (JB)
Simon Felstein, Head of Communications (SF)
Tiggy Thompson, Head of Supporter Experience (TT)

REPORT AND ACTION POINTS

1. Outstanding action points from the last meeting on 12 March 2019
1.1  Better articulation of the mascot offering at THFC:

• RM passed on very positive feedback on the mascot experience from several Trust members
• RM noted the current mascot offer was now on Ask Spurs and was clearly articulated
• Had IM looked at the package since last season? Had anything changed? Could the Club offer more free places?
• IM to confirm the mix of paid, charitable and sponsors places at each cat A, B and C game currently Action: IM
• IM committed to review the mix over the coming months Action: IM

1.2  Club to confirm contact for holistic view of Premium ticketing:

• Andy O’Sullivan was confirmed as the overall contact for Premium ticketing
• KL referenced the promised 1882 account managers, which was being handled via a managed email account
• SB said that the 1882 offering had been improved for this season and satisfaction was much higher than previously with most contact now around how to redeem vouchers rather than the fundamentals of the package
• The 1882 mail box was manned by 4-5 members of staff, often resulting in a quicker response than a 1:1 contact
• KL said that the Trust had made their views on the 1882 offering clear but once the offering had been sold, it was essential that those fans were getting what they’d paid for. The Trust had noted a decline in complaints from 1882 season ticket holders, which was a good sign the package had, indeed, improved recently

1.3  Clarification as to how many away tickets go to sponsors, staff and players:

• DMC referred to an email to THST from August around the breakdown of tickets for away league games
• In the email, the Club confirmed that a maximum of 12.5% of tickets for away games went to Premium members, with a small number going to Academy players, staff, sponsors and partners etc. which varied only marginally game to game. DMC explained this was the rough breakdown for every away game, with c 85% of tickets going to General Admission Season Ticket holders
• KL asked for the points table to be kept up to date
• IM said it was updated monthly but fans should remember this was fluid when referring back to points cut offs for specific away matches

1.4  Reinstate the regular ticketing meetings:

• IM, LH, KL and MC have arranged a meeting for November

1.5  Reintroduction of regular safety meetings:

• JB said there is a SAG meeting scheduled for 4 December. MC to follow up on invitation Action: MC
• JB invited THST to shadow the match day operation and visit the control room etc. JB to follow up with MC outside of this meeting to arrange suitable matches. Action: JB

1.6  Consider ways to better recognise the small shareholders:

• DMC said this was on the Club's radar however needed to bear in mind that there are more than 30,000 small shareholders  

​2. Current situation
2.1  MC opened up by saying recent results on the pitch meant fans were looking for a response from the Board, and that THST needed to make some points at the outset:

• MC noted that evidence from the Southampton and Brighton matches is that the bulk of match going support is behind the manager. And that there is still credit in the bank for what’s been achieved in the last five years. THST hasn’t had a single member contact them calling for the manager to go
• MC noted that there had been general satisfaction with this summer’s transfer window, but a growing feeling that two windows with no signings had contributed to a sense of drift. As fans understand it, both the Board and the manager decide on transfers, so both are in line for praise when it goes right and criticism when it doesn’t
• THST acknowledged that some other clubs have greater resources and a bigger profile than THFC. But most don’t. And when fans are paying high prices, and when the stadium is generating so much money, there is less likelihood of acceptance that the Club hasn’t got the clout to compete at the very top
• DL said he was very conscious of the high expectations, and he understood that. However, the Club is not yet at the same revenue levels as the other Top Six clubs. He said they had just delivered a brand new, world-class stadium and that revenues would take time to come through, particularly as initial operating costs are high
• THST understands the pride in finally getting the NFL element off the ground last weekend, but Spurs fans are asking if the money that generates will be invested in the football team – see 4.2.
• MC also suggested there was a growing disconnect between fans and Club. Paying customers are too often not treated as paying customers. People feel, on a number of levels, they have been sold something they aren’t getting. THST wants to work with the Club to improve communication and to improve the approach
• KL said that when the prices were high, the fans expected a lot more
• DL said the Trust was pushing at an open door in terms of working together to bridge any gap they felt existed. DL said he was disappointed that the Trust felt there was a disconnect. He hoped that fans recognised the better experience and improved facilities. That everything the Club did at the stadium was for the benefit of fans. DL had read the atmosphere comments in the members’ question pack and believes new stadium generates a better atmosphere than White Hart Lane. In terms of ticket prices, DL explained it was important to strike the right balance between pricing attractively and being commercially sensitive

2.2  THST pressed on the current bad run of results:

• DL said that THFC had been one of the biggest spenders among Premier League clubs in the recent transfer window. It had also not generated all the sales the Club had hoped for
• It was recognised that THFC had been unlucky with injuries but all new signings should be back in training during the international break
• DL stressed the importance of everyone focusing their energies on getting behind the team and that we all need to work together. We’ve all seen how well they the team can play when they’re at their best

2.3  Regarding moving players on:

• DL said it’s not always possible to sell players
• In 90% of instances either a buyer could not be found for a player or the player did not wish to join the club that had expressed an interest in buying them so THFC was not able to make as many changes as desired this summer
• DL reiterated just how difficult it is to get a transfer over the line, with so many moving parts
• DL felt the next step in the project was already underway with the signings this summer and the sale of some fringe players. That the much talked about refresh had already begun

3. Management of European competitions
3.1  Jointly addressing the issues of sub-standard stadia, lack of security, poor facilities and management of UEFA competitions. Discussion on how to advance concerns with other Clubs, fan groups, the FA and UEFA:

• DMC is aware of the issues and discussions are afoot at Premier League level to lobby UEFA
• This season was a period of co-ordination of information
• THST agreed to document visits to European away games this season and pass onto THFC Action: THST
• THST also agreed to advance with fan groups at other European Clubs for combined reporting and coordinated lobbying Action: THST
• THST to speak with the FA and FA Council fan reps Action: THST
• Issue of Category 1 and UEFA sponsors tickets at UCL games was also raised. KL reported the volume of complaints about Bayern Munich fans in the home end at the recent group stage game and THFC agreed to better articulate the positioning and allocation of visiting fan Category 1 tickets to home fans located close by in advance of future games Action: IM/LH
• IM is discussing the issues around Cat 1 tickets with fellow Premier League ticket office staff with a view to taking suggestions to the Premier League and UEFA. This is also being advanced via the FA
• THST and THST agreed to keep each other posted on developments throughout the coming months and to work together to the mutual benefit of fans on this area

4. Finance
4.1  Financial update including loan restructuring:

• MG extended congratulations to DL and the Board on the refinancing deal announced last month. It was a good deal at very decent interest rates
• DL said the overall terms were the best ever achieved by a football club
• All new debt facilities are secured by the assets of the Club
• DL remarked the debt structure wasn’t complicated and was covenant light with just a minimum EBITDA ratio
• MG commented that the Bank of America loan was a substantial amount for a single bank. DL said they had been extremely supportive and that there were no plans to syndicate
• MG noted the investment grade credit rating recently awarded. DL said it was necessary to achieve the terms obtained but they weren’t allowed to share the exact rating. The ratings were provided by DBRS and Fitch
• DL confirmed to MG that the bond holders comprised 10 large US investment/pension funds
• DL said there’d been a roadshow by telephone then interested parties had come in for a presentation, been shown round the stadium and the training ground and then invited to bid
• MG asked how the figures for the year ending June 2019 were looking
• DL thought they were looking okay as the UCL run had balanced out some of additional expenses incurred in relation to the extended stay at Wembley
• MG asked for thoughts on the new financial year – the first one of new Tottenham. Are we ahead of budget forecast?
• DL wasn’t worried although it was still a learning curve with the new stadium and with operating costs still bedding down
• MG noted the record operating profit from the last audited accounts. Were we on course for this again?
• DL felt this was difficult to answer as so much depended on the playing side. It was too early to forecast at this stage

4.2  Update on naming rights, sponsorships and commercials:

• DL felt it was vital to diversify and change revenue streams for the benefit of the football club
• From the NFL games, all of the net catering revenues went to the football club
• For other events, there would be different contracts in place but the primary driver was always to make money to invest in  the football club
• Regarding the naming rights, DL once again stated that the Club would only do a deal when it was right for all concerned
• MC noted that having Tottenham Hotspur Stadium all over the US last weekend wouldn’t have done the brand any harm as it is!

4.3   Future NPD project timings e.g. hotel etc.:

• PH asked about outstanding future development projects
• The Sky Walk is due to open in the summer
• The museum part of the Tottenham Experience has no definitive timeline yet but is being worked on now
• Planning permission has been granted for the Goods Yard housing development – the Club would approach projects in a sensible time frame
• Detailed designs are being worked on for the Hotel and this will take a number of months to work through
• DL clarified that the focus was operationally to bed down the stadium over the coming months. To get the last of the contractors out and to then deal with the Sky Walk
• The other elements were happening, but not being rushed

5. Transfer policy
5.1  Transfer window round up – including European window timings:

• KF asked whether there had been any progress in obtaining a common Premier League and European summer transfer window deadline
• DL explained that the Premier League had previously held a vote to close the window earlier and, based on the integrity of competition, clubs had voted in favour .The expectation had been that the other large European leagues would follow suit but this hadn’t happened. In order to revert back to old window system, 50% of the Premier League clubs would need to vote in favour of a change and currently there is a split of opinion amongst PL clubs
• It was clear to all in the room that not realigning the windows put certain clubs, including Spurs, at a competitive disadvantage
• KL asked for clarification of the Premier League’s position on this subject. It was reported the PL was currently neutral
• KL/MC agreed to table in the upcoming Premier League structured dialogue session at the end of the month with the aim of lobbying for the PL to make a recommendation to constituent clubs to align the window Action: KL/MC

5.2  Contract renewals:

• KF noted the new deal for Sissoko and the apparent departure from the norm in terms of offering longer contracts to older players
• DMC clarified that the new contract was only for one year longer with a one year option included. The announcement included the years remaining on the contract   
• Concerning the situations of other player contracts, DL said that it wasn’t possible to make a anyone sign a contract if they didn’t want to. Some players have been at Spurs for a long time and want to pursue new opportunities elsewhere
• DL felt it was important to look at each individual circumstance. Players want new challenges. It wasn’t always about not wanting to play for Tottenham any more
• The whole football system relies on buying and selling players so this is fundamental to the business

6. Club relationship with fans
6.1  Overview of communications approach and interaction with fans; customer service:

• MC referred again to the sense of disconnect in some areas. The perception of many fans was that they were seen as a necessary inconvenience, that the Club saw the relationship with fans as primarily transactional, that there were too many cursory and automated responses to fan complaints. Initial dealings with new SLO Levi Harris had, however, been very encouraging. How could things be improved? 
• Improving the fan experience across each touchpoint was vital 
• Given the volumes now being generated by the increased season tickets and ticket sales, DMC said there was a necessity to have a degree of automated response but they always contained the ability to email back again and the contact was kept open. In many cases, the information was on AskSpurs and the email responses provided this information
• DMC said an enormous amount of work was going into improving supporter services recently
• It has been a really challenging time, with Wembley and then the new stadium, with different systems and thousands more fans and members. They are now drilling down to make sure all communications are as visible as possible
• Recent recruits include Tiggy Thompson to oversee one point of contact for all Club customer service issues, including ticketing issues. The Club is looking to replace the old Ticket Office and Supporter Services email accounts and phone lines with one centralised email and phone number, run by TT’s team
• This will be manned on match days and on weekends as well as weekdays
• Staff will be fully trained, with ticketing, access and retail specialists among the team
• Repeat issues and common themes will be fed back into the Club for resolving at a policy and operational level
• The Club is also looking into a real-time FAQ system for peak times, as used by the NFL last weekend
• This new, centralised customer service department will free up the Ticket Office team to sell tickets and should improve the levels of individual customer service across the board. THST welcomed this move which had the potential to transform individual experiences of customer service at THFC
• THST asked LH to provide an explanation of how the Head of Supporter Experience, the Supporter Liaison Officer, the Head of Fan Relationship Management and the Head of Customer Service all interacted, what were their areas of responsibility, areas of overlap, how and what they delivered for the fans Action: LH
• THST thanked the Club for the positive response on addressing the issues raised

6.2  Atmosphere groups – singing sections, flags and visuals:

• LH is in the process of exploring various atmosphere initiatives for the new stadium having spoken with individual fans who’d been in contact with the Club and with fan groups
• LH to schedule a time for THST to share experiences and feed into LH’s review outside of this meeting Action: LH
• THST re-emphasised the view strongly held by fans that atmosphere needed to be generated organically – a view the Club strongly agrees with

7. Ticketing
7.1  Policy and approach to pricing, cup packs, cup credits, match categorisation etc.:

• KL referenced the disappointment around certain ticketing decisions recently
• KL asked whether the Board had learned from the pricing decisions for Bayern, from the removal of the UCL pack, from the reconfiguration of league matches to reduce the number of category C games, from removing the cup credits etc.? What had been the thinking? Had sales been holding up? Were there any plans to change direction in the future?
• DMC said that DL had answered earlier when saying there was always a balance between pricing attractively and being commercially aware
• For Bayern, the Season Ticket take up had been 75-80%
• For Red Star, it was still selling and there were more tickets as no GA away fans
• KL asked whether the Board regretted not offering a Group Stage pack for UCL games. IM felt more tickets may have been sold but it didn’t mean fans would necessarily come to the games
• DMC felt that pricing wouldn’t necessarily influence attendances, as had been evidenced at Wembley
• THST felt that pricing had influenced the demographic of attendance and would certainly influence attendances in future. Fans were making choices about which games to attend. The demographic was changing yet again and the Club should recognise the implications of this.
• IM noted that a higher number of newer Season Ticket holders were listing their tickets on Exchange than the original ST holders, possibly because of the availability of the platform, which was seen as a good service
• Exchange had also been opening up before a sell out to widen the choice for One Hotspur members
• It was generally felt that the Exchange was going well and proving popular
• Concessions are now available on the Exchange platform for seats where concessions are applicable, which is a much welcome improvement
• IM to explore opening up Exchange and Share for cup games outside the 7-day refund window. Fans can return tickets bought for matches they can’t attend up to 7 days before the game. After this period, there is no refund or resale mechanism at present. IM to consider opening up Exchange and Share in that last week before a game so as to give both One Hotspur members and Season Ticket holders an opportunity to fill their seats if they can’t attend at the last minute. Action: IM

7.2   Sales mechanisms – Ticketmaster upgrade:

• KL flagged that the bundling of league matches into 3 games had been controversial with some One Hotspur members. If they missed out, they missed out on 3 games; the matches were on sale so far out that TV picks hadn’t been confirmed and buying 3 games in one go was a significant financial outlay
• IM admitted to having concerns before moving to this system but they’d proven to be unfounded
• It wasn’t a case of those getting in first buying all 3 games. People are being selective about which ones they wanted tickets for
• Matches are selling out in 60-90 minutes
• There is an on-screen message as soon as a match has sold out to save time wasted in queues
• The Ticketmaster upgrade is underway and is being tested at present
• IM acknowledged that most of the gripes weren’t actually about the Ticketmaster platform, they were about the queuing system. This is what is being upgraded
• The new queuing system should be in place for the next batch of league matches that go on sale
• Each device will be given a clear number in the queue. Hopefully this will deter fans from running numerous devices at once, which only adds to the pressure on the platform

7.3  Technical issues on match days:

• IM stressed these had been caused by technical issues not ticketing issues – a Club infrastructure issue
• Monitoring of the system has now been increased to ensure that if the VPN goes down then it will be addressed swiftly
• IM confirmed that match tickets would be showing in the App much sooner in future, also. There was an acknowledgement that fans became nervous when games they’d purchased don’t show up in the App until much closer to the match. Games up until the end of the year should be showing by the Watford match

​8. Stewarding and Safety
8.1  Recruitment and training of stewards:

• MC thanked the Safety staff for the work they’ve done since opening the new stadium but stressed there are still some issues regarding stewarding and some cases which are unacceptable. How are stewards being recruited at present? And what is being done to ensure the good practices outlined by senior staff are being implemented by those on the frontline – something that clearly isn’t happening consistently at the moment?
• JB reassured that THFC is doing its best. There had only been 15 games in the new stadium
• There had been c 450 stewards employed at WHL with Carlisle providing overflow. There are now 1000 stewards in the stadium (reduced from 1300 last spring) and c 300 security personnel outside the stadium and at the turnstiles. c 1400 in total with 120 employed directly. Looking to increase the number employed directly  month on month
• THFC has recently employed a third safety officer to join EW and DS
• THFC has recently employed a training and recruitment manager
• THFC has recently appointed more Stewarding Managers
• Really reinforced the back of house resource
• There are 7 security companies providing stewards for the stadium. JB is assessing who is performing the best and contracts will be withdrawn or improved based on performance
• But this is a slow process and there is a shallow recruitment pool in London
• All 1400 staff are paid the London Living Wage
• End goal is to have more staff directly employed by the Club
• JB is convinced THFC is working with the best stewarding companies. Got to make sure they are working with the best of their staff, too
• Some of the new stewards are now starting to build relationships with fans, which is great
• Those stewards who have been reported by fans have been taken off the roster and not returned to the stadium if the complaint has been upheld
• KL asked where the WHL stewards who were still with the Club are based as familiar faces would have done wonders when the stadium first opened. Anecdotally, KL had heard they had been redeployed to the Media centre and Premium areas
• JB said they were moving staff around and shuffling the pack so familiar faces would be now seen on Level 4 and  in the West Lower, too

8.2  Management of standing:

• The NFL game at the weekend had brought into focus the issue of standing once again with some fans not understanding the legislation and the difference between sports within the same venue. THST is keen to help educate the fan base more as there are genuine misconceptions about the current situation and about the definition of persistent standing
• THST also felt that the Club had sold the South Stand as the equivalent of the Yellow Wall and needed to understand the implications of that
• Given the DCMS review published last week into standing was inconclusive, will the Club now be pushing for more evidence and offering to provide that evidence?
• DMC said that the Club would be approaching DCMS for a discussion on this
• THST expressed support for this move
•  JB explained that standing at football matches in the top two divisions of football in England and Wales is against the law and that the Club had delivered an all seater stadium in line with that legislation
• They had risk-assessed the areas where they thought people would be more likely to stand and looked to make those areas safer for those fans. Hence installing integrated bars for 3000 fans in the away section and for 6000 fans at the front of the South Stand. The Club had a duty of care to make those areas safer
• In those areas, the stewards focus on keeping the aisles and gangways clear, on stopping migration and ensuring capacity isn’t exceeded by others wanting to be in those areas. This is where efforts are concentrated and the local licensing team are happy with how those areas are being managed to date
• However, both the LBOH and the SGSA need to see the Club actively clamping down on standing throughout the other areas of the stadium – in line with legislation. The license is dependent on the Club actively discouraging standing in other areas
• JB stressed that the Club and the Stewards are trying to do the right thing for everyone and have refined the approach since the opening few games, where some of the stewards had been somewhat heavy handed in approach
• There are still pockets of fans in the South Upper who refuse to sit down at any time during any game. This causes issues in terms of the stadium license and with fellow fans who are either forced to also stand or not watch the match
• JB invited THST to spend a match in the control room to observe fan behaviour and to see the pressure the Club is under from the licensing authorities to discourage standing in the upper South
• JB was pleased to report that the initial issues with standing in the East Lower and North Lower had eased considerably since stadium opening
• THST agreed the situation was a difficult one to manage but hadn’t agreed with one particular piece of communication threatening fans with bans if they didn’t comply. THST felt this was overly aggressive in tone and had not been well received by fans who were, after all, paying customers 
• DMC felt the Club had tried asking nicely on several occasions and it hadn’t worked in the South. They were not prepared to compromise fan safety or to lose their stadium license or have the capacity cut
• THST felt the situation would be better managed were common sense applied, as happened in the old Park Lane stand and that the lack of definition around persistent standing was not helpful
• All agreed to continue to consider messaging and how to manage this issue moving forwards
• The anti-social behaviour in Market Place had been managed, however the loud music wasn’t a tactic to control the crowds. It was an issue with the sound levels that the Club was looking to rectify
• There would be no DJ sets in Market Place for the foreseeable, however. It took up too much space

8.3   Banning policies:

• MC asked for an update on the policies shared with THST in the summer by EW
• DMC said this was now with LH  to produce a document that was aligned to Club Terms and Conditions. It would be shared with THST once completed Action:LH/ DMC

9. Catering
9.1  Ongoing relationship with THST, including monthly catering survey:

• RM thanked the Club for the food and drink provision
• THST surveys showed that the pricing and the offering were felt to be broadly right, which was pleasing to see
• The Trust runs monthly catering surveys and the feedback shows high satisfaction with the range of food and drink, local craft beers, pricing, ambience, dietary options (although can always be better). This is demonstrated through people arriving early and staying late. The issue has been with supply
• RM is accompanying the catering team on a stadium tour pre Sheffield United to get a feel for what is on offer where. She will also cross check with the App and report any discrepancies in food listings. The need to be able to buy hot drinks from any area of the stadium was highlighted Action: RM
• It was noted that the Search function doesn’t work as well as it could on the App. LH to advance Action: LH
• DMC explained that information about stadium catering is available online so fans with special dietary requirements can explore this so they know which outlets sell what when they arrive. RM pointed out that currently this was not actually possible for every item / requirement.
• The Hawkers were reported to be working really well. So well there was now a demand for them selling soft drinks and sweets!
• DMC was pleased to hear the positive feedback on pricing and on choice. She reiterated that the catering provision had never been about making money – as shown with the chips on their own!
• KL said that for all the criticism over ticket pricing, there were very few complaints about food and drink pricing and that was very much appreciated. The increased pricing for the NFL games and the ICC game had been noted, too
• THST will continue to roll out monthly catering surveys and will tweak questions according to new products and offerings while keeping the baseline questions the same to enable satisfaction to be tracked on a monthly basis

9.2   Trials of reusable cups:

• This has worked so well at pilot stage that it will be rolled out across the stadium at the Watford game ­– this was warmly welcomed by THST

10.  AOB
10.1  Tottenham Hotspur Women: ticketing and parking at the Hive:

• PH expressed THST’s willingness to continue to support and promote the Women’s team as best they can. DMC thanked THST for their support.
• Two issues were reported around the Hive. One with their ticketing system issuing duplicate tickets, and one around car park pricing which has increased from £1 to £6
• This has been looked into by the Head of Women’s Football, Heather Cowan. The issue with duplicate tickets had, to THFC's knowledge, not reoccurred since the first match of the season and the price of parking was erroneously set at £1 for the first match. It is now correctly priced at £6 as set by The Hive, in line with parking for equivalent events

10.2  Supporting the Tottenham Foodbank:

• DMC thanked THST for its support of the new Foodbank to date
• PH asked how the Club were helping that initiative
• DMC said they had shared communications on the day of the Palace game
• DMC explained that the Club  supported a Foodbank in Enfield and several initiatives locally in Haringey
• The Club would continue to help with awareness.

10.3  Thomas Cook Sport update:

• The demise of TCS has left the Club without a travel partner
• MC reiterated that although there had been some high-profile issues with TCS, fans very much valued official travel
• DMC reassured that the Club was looking at options at present
• LH confirmed that the Club was close to agreeing a season-long arrangement for a domestic away coach supplier for the rest of this season and details of the Liverpool and Everton coaches would be online shortly
• The Club was also looking at options for overseas travel although no trips are planned for Belgrade or Munich in the UCL at this point

10.4  On the Ball update:

• KL asked for an update on the initiative to provide sanitary products in the ladies bathrooms throughout the stadium
• DMC confirmed this would be in place at the Watford game

10.5  European Super league proposals update:

• DMC confirmed that the Club had heard nothing since the end of last season on the Super League proposals
• KL advised of the European League meeting in London on 17 October. The PL is attending this meeting..

10.6  PCUK:

• KF thanked the Club on behalf of THST and the Cycle On You Spurs team for all the support over the last few years in helping reach the current total of £112,000 raised from four years of London to Amsterdam rides. Continuing liaison with the Club would be through Tony Stevens and LH

 
ACTIONS
1.1   IM to confirm the mix of paid, charitable and sponsors mascot places at each cat A, B and C game currently. Action IM
1.1   IM committed to review the mix of mascot places over the coming months. Action IM
1.5   JB said there is a SAG meeting scheduled for 4 December. MC to follow up on invitation. Action MC
1.5   JB invited THST to shadow the match day operation and visit the control room etc. JB to follow up with MC outside of this meeting to arrange suitable matches. Action JB
3.1  THST agreed to document visits to European away games this season and pass onto THFC. Action THST
3.1  THST agreed to advance the documenting of visits to European away games with fan groups at other European Clubs for combined reporting and coordinated lobbying. Action THST
3.1  THST to speak with the FA and FA Council fan reps re: UEFA issues. Action THST
3.1 THFC agreed to better articulate the positioning and allocation of visiting fan Category 1 tickets to home fans located close by in advance of future UCL games. Action IM/LH
5.1  KL/MC agreed to table an agenda point around the closing of the summer transfer window in the upcoming Premier League structured dialogue session at the end of the month. Action KL/MC
6.1  THST asked LH to provide an explanation of how the Head of Supporter Experience, the Supporter Liaison Officer, the Head of Fan Relationship Management and the Head of Customer Service all interacted, what were their areas of responsibility, areas of overlap, how and what they delivered for the fans. Action LH
6.2  LH to schedule a time for THST to share atmosphere experiences and feed into LH’s atmosphere review. Action LH
7.1  IM to consider opening up Exchange and Share in that last week before a cup game so as to give both One Hotspur members and Season Ticket holders an opportunity to fill their seats if they can’t attend at the last minute. Action IM
8.3  Regarding the banning policies, DMC said this was now with LH to produce a document that was aligned to Club Terms and Conditions. It would be shared with THST once completed. Action LH/ DMC
9.1  RM is accompanying the catering team on a stadium tour pre Sheffield United to get a feel for what is on offer where. She will also cross check with the App and report any discrepancies in food listings. Action RM
9.1 It was noted that the Search function doesn’t work as well as it could on the App. LH to advance. Action LH

The meeting closed at 8.15pm.