THST/THFC Board to Board Meeting, 19 September 2016

Tottenham Hotspur Supporters’ Trust
Tottenham Hotspur Football Club
Board to Board Meeting
 
Minutes and Report
 
Monday 19 September 2016
Tottenham Hotspur Football & Athletic Co Ltd, Lilywhite House, 6pm

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THST Board:  
Martin Cloake, Co-chair                    
Katrina Law, Co-chair
Keith Sharp, Secretary
Adam Bailey, Treasurer
Martin Buhagiar
Paul Head
Kevin Fitzgerald

THFC Board:  
Daniel Levy, Chairman          
Donna Cullen, Executive Director
Sue Tilling, Senior Safety Officer
Ian Murphy, Head of Ticketing & Membership
Jonathan Waite, Head of Supporter Services

1.Outstanding action points from previous meeting 

• DC to pick up on Founder Member Scheme detail with MC/KL

DC confirmed this was on hold until other packages were agreed

• JW to confirm new caterer’s policy on waste food and recycling with THST

JW said this is in hand, with ensuring the correct supply and ‘chill chain’ for handling waste as next steps. JW to provide a form of words detailing policy* See below

• JW to arrange a meeting for THST reps with the Stadium Catering Director once new contractors in place

JW has arranged for THST to meet with Paul Boon, the Catering Director of Levy Restaurants (no relation!), at the Manchester City match

• DC to liaise with THST regarding collecting ideas for commemorating the final season at WHL

DC explained that a new feature was to be added to the Official website within the next month dedicated to the stadium build project, which would incorporate an area for capturing fan input and suggestions

• DC to provide THST with further quote in support of Safe Standing

This had moved on and was to be covered later in the agenda

• IM to confirm the ‘refund’ mechanism should both domestic home cup vouchers in the ST package not be used next season

With one voucher being used for Gillingham in the League Cup, it was agreed to put this on hold until it was clear whether the second voucher would be used in either that competition or in the FA Cup

• ST to share details of policing meeting with THST

ST confirmed that this session has been scheduled for 3 October and that Haringey Council’s Head of Building Control, Bob McIver, was available and would be present
 
2. Transfer window and the 2016/2017 campaign 

• Reflections on the window

KS noted Pochettino’s comments of 9 September on the window but flagged the lack of a written ‘window wrap’ as delivered previously, alongside DL. DC explained that MP had been away when the window closed so chose to share his thoughts in the lead up to his press conference on this occasion. 

• Priorities for this season

With so much focus on the Premier League and Champions League, KS asked for THFC’s attitude towards the domestic trophies. DL confirmed that the increased squad strength made fielding strong teams in domestic cup competitions very achievable this season. Team selection is down to Mauricio Pochettino. 

• Departure of Paul Mitchell

With many members expressing concern and surprise over the departure of Paul Mitchell, KS asked what the plans were for replacing him. DL explained that PM was one of a number of staff involved in recruitment and, when he left, they would be open minded as to whether they replaced like for like. That would be a discussion for DL and MP. It was felt that PM’s departure would not affect the structure or the transfer/recruitment policy in place. 

• Academy

KS asked whether it was likely more home grown, academy players would make progress this season to offset those who had departed in the window. DL said he felt this was something fans should expect and that the balance of homegrown and experienced players was about right at the moment.

• Fan interaction with players

Positive player interaction with fans was encouraged and praised. Recent signings, GK Nkoudou and Victor Wanyama, were singled out as examples of good fan interaction across social channels. DC felt they had a young, social media savvy squad at Spurs and the biggest challenge was making sure they didn’t spend all their time on there!
Q&A sessions on Facebook and Twitter had worked well.
DL was encouraged to participate more.
The suggestion of a podcast was floated. 

• Premier League B teams in EFL competitions

MC thanked THFC for declining to participate in the EFL trophy this season and. THFC confirmed there were no plans for Spurs to submit B teams in such competitions in the near future.

 3. Northumberland Development Project 

• Update on build programme

As THST’s rep on the Stadium Construction Liaison Committee, MB asked whether the build was on schedule and what fans could expect to see this season. DL explained that work was now 7 days a week on the site and the build was more or less on schedule. DC told of plans for creating a walkway across the actual site in October to enable matchday access for fans. 
Once again, the complexities of the project were stressed. Completion on time was also dependent on other factors such as the transport infrastructure and public realm provisions being in place for the anticipated opening in August 2018.
MB stressed that communication was key here. DC elaborated on the new part of the website dedicated to the build, complete with fully upgraded webcams. 

• Latest on stadium planning applications

There are a number of upcoming minor planning applications relating to the new stadium, but none are seen as obstacles to scheduled progress. 

• Latest on TFL/ LOROL’s plans for White Hart Lane station

Ensuring the new station at White Hart Lane was ready for the opening of the new stadium was essential. The plans were still that the work would be done during Tottenham’s season away, but there were concerns that this project, owned by TFL and LOROL, was considerably behind schedule.
It was understood that a planning decision would be made next month (October 2016).
The need for this to dovetail with the stadium is clearly apparent. 

• Latest on Haringey’s High Road West plans

Haringey Council’s HWR plans were also significantly behind schedule. It was now looking likely all work would happen after the new stadium opens. Masterplans had been issued, however, and both the High Road West and Northumberland Park projects were now at the public procurement stage. THFC meet monthly with Haringey to discuss progress, as the stadium is at the centre of these masterplans. 

• Funding

AB questioned how the project was tracking against budget. DL responded that Brexit hadn’t helped. Costs have risen as a result of the weakened pound, and the increased 7 day work schedule. But the financial model was in good shape. DL stressed they were pushing all possible resource to ensure they were ready to move out in the summer and that only 1 season away would be needed.
AB referred to a member question around the value of the NFL tie up. DL confirmed that the NFL provision had not added much cost and would provide ongoing rental revenue. The NFL has also contributed greatly in terms of knowledge and input into enhancements to the stadium design and build and was a very valuable partner in that respect. 

• Naming Rights

DL stated that this process was in the early stages and any reports otherwise in the media were factually incorrect. DL confirmed that THFC would consider any potential brand and the sector and any sponsor would need to be a good fit for Tottenham Hotspur. 

• Plans for final match at WHL

 DC confirmed that plans were in hand and there would be a build up over a 3-4 month period to maximise the campaign. No celebrations would stretch an entire season. Ideas were being considered. 

• Removal of the NE corner of WHL

MC highlighted the issues caused by the removal of 4000 seats from the NE corner of the stadium. THST felt the decision to remove the corner should have been communicated earlier to fans. THFC remain of the opinion that this wasn’t possible owing to the complex nature of the construction issues and because they wanted to be totally sure it was absolutely necessary. THST stressed the need to keep fans informed and said it was always better to communicate possibilities than say nothing. 
 
4. Ticketing

Home ballots:
KL opened up by asking THFC for their view on how the home ballots were working in practice and what had been learned so far. IM felt the Club had been potentially over cautious in how many seats were sold for the first 2 or 3 games. This had led to more tickets going on sale later than desired and empty seats in some sections of the stadium.
KL questioned whether the late release of tickets ahead of the Sunderland match had been as a result of the ballot. IM stressed partner, staff, sponsor, player returns had always come back late in previous years and this season they were keen to provide as many seats as possible for fans, but that this was nothing new. And not a result of the ballot.
IM stated that the ballot was leaving the Club with more single seats than they’d like, which are harder to sell on.
The ballot was a different challenge. It had its operational issues, of course, but there was now more familiarity and comfort with the process. IM stressed that the ballot had removed the pain of 19 huge on sale dates with large volumes of unhappy fans and felt the ballot was the right call to have made.
KL stated that when the Club approached THST towards the end of last season to tell them the sales mechanism was changing to a ballot, the prime reason given was to remove the pinch point of thousands of Members all attempting to purchase a significantly reduced number of tickets and potentially missing out. But the ballot figures are relatively low: c 7,000 applications for c 5,000 seats. Why did IM think this was the case? IM thought there was still a lack of understanding around the ballot which meant fans either didn’t know how to apply, were put off applying or thought they wouldn’t get a ticket so didn’t bother.
KL shared THST’s views on the reasoning for lower figures than anticipated. The first being Price. The ballot encourages fans to price higher than they normally would to stand a better chance. There's only so many times a season you can do that. So people are being selective.
The next reason was the issue of Concessions. KL explained that, because of the very restricted number of seats available at a concessionary rate, parents were cautious about being forced to pay full rate for their kids. KL requested that concessions either be extended further around the stadium this season or that all concessionary members successful in the ballot are prioritised into existing concessionary stands.
A discussion followed where THFC expressed caution at the financial impact of opening up concessions around the ground. KL suggested the increased revenue from the 500-750 seats taken from the visitors allocation at White Hart Lane could be used here, as those seats were now selling at higher than the £30 away price.  IM reminded KL that the loss of over 4,000 seats in the North East corner had resulted in a significant loss to the Club already.  IM, DC and DL to discuss internally and report back to THST.
The next issue was the inability to select between North and South stands in the ballot. Each stand has its own personality and none more so than Paxton and Park Lane. Appreciating the restrictions members would be placing on themselves by selecting only one of those stands in the ballot, THST wanted to explore the practicalities of separating those out. IM agreed to explore and report back.
KL flagged the inflexibility of the StubHub platform as a major problem when allocating tickets at primary source via a members only ballot and asked for assurances other providers would be consulted prior to their contract expiring in May. IM confirmed that no decision had yet been made about secondary ticketing beyond this season and that THFC would explore all oprions.
 
 Away tickets:

• Impact of £30 price cap

MC asked for IM’s views on the impact of the away price cap. IM said they hadn’t seen the huge spike in applications some people were anticipating. 

• Transferring of away tickets

MC flagged the transfer of away tickets across social media platforms. IM confirmed that where there was an explicit breaking of T’s and C’s, THFC would, and do, follow up. 

• Subsidised travel

The removal of subsidised travel has caused some ill feeling amongst fans. MC stressed the national campaign which resulted in the £30 away price cap had been about reducing the price of going to football, not just ticket pricing. There was a feeling the Club had given with one hand and taken away with the other. THST had written to both THFC and Thomas Cook Sport to ask for the reintroduction of subsidised coaches.
THFC responded with their view that subsidising coaches for such a small segment of the fan base wasn’t fair or appropriate. Take up rates at full price were parallel with where they’d been last season at a subsidised price.
THST responded that it had been both fair and appropriate when it was THFC’s preferred method of spending the ASI over the previous 3 seasons. THFC said this was because it was one of several measures that had benefitted a wider spread of fans.
THFC confirmed it would provide trains for fixtures without an alternative public transport option but would not subsidise coaches again. The preference was to focus on favourable pricing for Cup games and Wembley as had been demonstrated.
THST expressed its disagreement with the decision and will investigate external sponsors for coach subsidy.
           
Champions League at Wembley:
87,000 tickets sold for the Monaco match was a great success; the Trust thanked the Club for a progressive approach on pricing, making Wembley a home from home and setting the atmosphere at the game. The three match package has worked well. Breaking three home attendance records was also cause for congratulations. However, a couple of issues had arisen that needed addressing.  

• Sales mechanism and process

KL said communication around the staggered release of blocks in the members’ sale window could have been better. Some fans felt they were misled about the seats that were available on Day 1 of the members’ window.
IM explained that this was the first time the Club had attempted to sell a game of this magnitude and there were a lot of moving parts. Some seats weren’t available for the group package, some areas were held back until others had sold out in case the take up wasn’t great – in agreement with Wembley National Stadium Ltd - some seats only became available after TV requirements and other stadium commitments had been confirmed. It was a complicated process and there was no desire to mislead.
It was agreed to improve ticketing communications in future so as to try to manage expectations.

• Ticketmaster

KL raised the failure of Ticketmaster to deliver an acceptable level of service on the opening day of the members’ window.
IM acknowledged the problems experienced by some fans and said detailed discussions have taken place with THFC and Ticketmaster subsequently with cast iron guarantees this would not happen again.
DC asked for THST’s support in urging fans to arrive in plenty of time for future Wembley matches. Large walk ups in the ten minutes before kick-off put severe pressure on Wembley’s ticket entry systems at the Monaco game.
 
Season away:

• Season Ticket Amnesty

KL asked for a discussion around offering an Amnesty for Season Ticket holders at Wembley. THST’s latest survey had revealed that, while the vast majority of existing ST holders would not take the option of a year out, the majority felt there should be the choice of one. Therefore, THST needed to reflect that call.
IM and DC explained THFC’s current position: the fans had wanted a London venue, the Club had delivered Wembley and there was a concern about giving fans the option to drop out at exactly the time they needed ST holders to support the Club both financially and physically.
There was also concern around the practical implications and effect an amnesty would have on those at the top of the ST waiting list and when offering ST’s for the new ground.
KL was certain that those practicalities could be worked through if there was a will to deliver this. An amnesty would mean a ST holder freezing their membership for the year. So they’d effectively be non-members. That brought with it implications that would deter most unless there was a genuine reason for not being able to travel to Wembley throughout the season. KL stressed that no fan had asked for the Club to relocate and by moving for a season, THFC had fundamentally changed their terms of engagement.
After some discussion, it was agreed further internal discussion was needed and THFC asked that the matter be deferred to the next meeting with THST. 

• New Season Tickets

IM confirmed THFC was still working through the details of offering new ST’s at Wembley but this was anticipated to happen once numbers and other considerations had been clarified. 

• Fan migration

Given the problems at the London Stadium, KL asked for reassurance that the migration of our fans into Wembley and onto the new stadium would be better thought through than West Ham’s.
IM confirmed this was in hand and valuable lessons had been learned from the Champions League sales process and from East London.

• Pricing

KL stated THST’s call for price parity at Wembley – as in no fan should pay more to watch a match at Wembley than at White Hart Lane. Transport, catering and parking should all be considered in this.
JW explained that catering was run by Wembley and Car Park was currently operated by CSP on behalf of Quintain. JW confirmed discussions are ongoing over the provision of disabled parking for the season away at Wembley.
IM noted the comments on ticket pricing.
 
5. Safe Standing 

• MC revisited our request for the Club to ask Richard Scudamore of the Premier League to confirm with the DCMS whether rail seating complied with current legislation.
• DC agreed to approach RS for clarification.

  
6. Policing and Stewarding 

• MB asked ST for an update from the opening matches of the season. ST reported it had been a good start to the campaign, with very few stewarding issues, despite the difficulties with the relocation of the 4000 ST holders from the NE corner.
• There had been only 4 ejections in 3 matches.
• ST confirmed that THFC was taking c 50 stewards to Wembley for the Champions League matches. For the season away, Wembley would supply agency staff. ST was keen on our stewards working for that agency so as to retain good staff and retain the knowledge of our fan base and those individual relationships that had been established between stewards and supporters.
• Looking ahead to the new stadium, there would be the need for up to three times as many stewards.
• MC had attended the last meeting of the Haringey Safety Advisory Group on behalf of THST and ST confirmed THST will be invited again to the next SAG.
• MC asked for ST to express the value of supporter input to Brent’s SAG looking ahead to the season at Wembley. ST agreed to do so.
• The next meeting of the Police Safety Forum would take place on 3 October, as reported earlier.

 
7. AOB 

• KF expressed his thanks to THFC for their support with the Antwerp Arms First Anniversary event, the THST End of Season BBQ and the Prostate Cancer Football to Amsterdam bike ride in the Summer. Special thanks were extended to JW for his ongoing support across all of these events and for staying late ‘in the office’ a couple of weeks ago to welcome the cyclists visiting all of London’s professional football grounds in one day to raise awareness of Football to Amsterdam 2017. The Foundation were also singled out for thanks. 
• The next joint project is the War Graves Commission: Living Memory Project in November. KF is looking forward to working with the Club on this again. 
• Other issues raised under AOB included questions from our members around merchandising – namely the fact that Spurs items are not available in Under Armour stores in Canada, which THFC will follow up on, and the prices at the catering outlets in WHL – especially £2.30 for a bottle of water, which will be addressed during THST’s meeting with the new caterers.

 
The meeting concluded at 8.30pm.
 
ACTION POINTS

• JW to provide clarification of caterers food waste policy - subsequently provided as follows* 

“Levy Restaurants are very keen to engage with a sustainable food waste and recycling programme. There are challenges and liabilities that need to be considered before any programme can commence. The food source from end to end user needs to be traceable, products that have been heated post freezing (pies, hot dogs, burgers, most bread products) generally have a very limited shelf life – some less than 12 hours – products that have been frozen or chilled require a full “chill chain” set of paperwork to be completed, verifying their storage and provenance before being released into any other use.“

• JW to confirm arrangements for meeting with the caterers at the Man City match
• IM to update THST on internal discussions around concessionary areas in home ballots
• IM to update THST with decision on whether to split North /South stand in home ballots
• THST to explore finding a sponsor to subsidise away travel
• Discussion on an Amnesty for Season Ticket holders at Wembley deferred to the next meeting of the two boards
• THST to assist with Club comms re: early arrival at Wembley for remaining UCL matches
• DC to contact RS at the PL re: DCMS definition of rail seating.

 
Next meeting to be scheduled for January 2017.