Fans Forum Minutes
CHELSEA FOOTBALL CLUB MEN’S FANS FORUM
2024-25, 3rd MEETING MINUTES
Meeting held in the Vialli suite at 6.30pm on Tuesday 25th March 2025
Attendees Club title/ group represented
Akers, Diane Chelsea Disabled Supporters Association
Baker, Chris Club Head of Matchday Safety
Beckwith, Gary Fan Advisory Board liaison
Brooker, John UK away scheme
Clark, Dawn Access
Clarkson, Megan Club Senior Supporter Services Manager
Cornall, Michael Club Head of Supporter Relations
Crowe, Laura Female
Curteis, Sam Club Supporter Liaison Officer
De-Morgan, Malakai Chelsea Pride
Eldridge, Andy Chelsea Supporters Club (“CSC”)
Gaj, Zoheb Ethnically and culturally diverse
Gedalla, Brian Member
Haridasan, Arun Club Head of Retail Operations
Kasic, Allison Overseas supporters club
Mills, Charlie 65 and over
Regan, Andy Forum Chair
Travers, Hannah Club Disability Access Officer
Trenter, Peter Chelsea Supporters Group (“CSG”)
Williams, Ben Chelsea Supporters Trust (“CST”)
Wrighton, Leslie Family stand
Apologies for absence
Beerman, Clayton Home season ticket (“ST”)
Daine, Nav Regional Manager for Retail Operations at Levy
Elmes, George UK supporters club
Finkelstein, Daniel Club Director
Forrest, Scott 16-21s
Kirk, Duncan Club Chelsea
Mcintosh, Aileen LGBTQI+
Smith, Graham Club Head of Ticketing
(Action points are underlined.)
The Chair requested attendees speak loudly for the voice recorders, and only speak into the microphones to help those joining online to hear the conversation.
MINUTES OF THE LAST MEETING
There were no changes to the minutes. Action points were as follows:
End of season highlight packages
The Club said this is unlikely for this season.
Proposals for ticketing
The Club confirmed that suggestions from this Forum are considered along with those from other stakeholders and forums, as well as from the FAB, in the planning process for next season.
As regards age-related concessions in Westview, the Club confirmed these were phased out over three years, with substantial communication at the time to those affected. It also stated that ST Westview moves are not an option to other parts of the stadium, as it would be a potential route for new ST holders to move to a general admission ST.
A representative asked if concession match by match prices can be looked at in Westview. The Club responded that this does not happen in other areas of hospitality so wouldn’t happen in Westview.
The Club said it’s not aware of seat visibility issues/ inaccurate information on tickets for seat locations, but representatives are welcome to send in instances to be investigated.
Balloting/ hybrid options for home tickets, and ST-only options for away tickets/ the away ticket split, are being considered alongside the views of other stakeholders.
Research behind the introduction of Westview
The Club is communicating with the representative who raised this.
Online sound for meetings
The Club said we now have an improved system which should help going forwards.
AGENDA ITEMS
West and East Stand access/ body searches
A representative said there are issues with access in the West Stand, with tight queues particularly providing an intimidating atmosphere for women. Another reported issues in the East Stand. Better organisation would assist although it’s acknowledged that evening games provide a particular challenge.
The Club responded that it is aware logistics for our stadia are challenging but security is our top concern. With half an hour to go before kick-off, we may only have 25% of supporters in the ground. We ask fans to be in their seats 30 minutes before kick-off and move staff around according to where we expect the biggest queues at the time. Female fans can still be searched by male stewards but only with a wand and no physical contact.
It was requested by a representative that there is more publicity about arriving earlier, to which the Club responded that information is on tickets. It will look to amplify the message on all pre-match emails and in match day WhatsApp posts.
It was raised by a representative that fans can struggle to access the correct turnstiles in the West Stand and Matthew Harding Stands particularly for cup games. The Club responded it has stewards around the ground who should be in position to assist. It will review steward assistance for this.
A representative added that the purpose of a body search is important. The Club repeated that early attendance helps in both searching everyone more thoroughly, and avoiding big queues.
Another commented that, at Wembley, fans walk through scanners and their bags are checked separately. This is much speedier. A one-way system in the East Stand, or having an ST only entrance one end, may assist. The Club said it will consider an ST-only queue or other adjustments to the system. Having scanners would be costly and are an unlikely expense with the current stadium.
Vivid Seats
Two representatives asked about the connection between Vivid Seats and the Club’s ownership. The Club responded that it only deals with official ticket partners and Vivid Seats is not an official reseller.
A representative welcomed the increase in publicity about anti-touting measures from the Club recently. The Club added that anti-touting measures are taken seriously and we are looking at digital ticketing in this context too.
Ticketing
The Chair requested that representatives don’t repeat discussions from the last meeting.
As regards digital ticketing, the Club said it has publicised joining supporter accounts in preparation for this. We are working with the FAB and there will be more communications on this in the coming months.
A representative raised the issue of purchase time moving back from 10am to 7am, which will be considered by the Club for next season.
The Club was asked about the application process for access tickets and specifically if there is any advantage for those phoning in instead of applying online or on a form. The Club advised that access supporters try as many of these methods as they can, as the best opportunity to secure a ticket.
It was raised by a representative that he receives comments from fans only about ticketing and touting.
The Club said that any suspicion of touting should be reported as soon as possible to supporter services or the anti-touting department. It looks into all reports of touting and they can take time to investigate. The supporter services team have implemented an auto-acknowledgement of tout communications. However, there is currently not capacity to respond to each case in further detail.
Kick off times
In response to a question, the Club commented that it is limited in influencing these due to television and is aware of inconvenience some kick-off times place upon fans. For example, the Liverpool match now kicks off at 4.30pm on Sunday, 4th May, which clashes with a women’s match and the Player of the Season awards. The Club appreciates how disappointing is it for fans of both teams when home matches clash.
Men’s matches are announced six weeks beforehand and women’s matches four weeks before. Our senior staff do all they can to try and avoid having home matches played in parallel. A representative said maximum notice of date changes would be appreciated.
Atmosphere
The Club commented that it wants to enhance this for everyone, including players. We have an atmosphere committee made up of core supporter groups. From that committee there have been initiatives including a trial singing section of 150 in the Shed Upper for Conference League fixtures in block 4. We are measuring the impact.
The Club received reports on the volume of the section by representatives in Blocks 5 and 7 of the Shed Upper. Representatives added that atmosphere can build organically depending on the circumstance of the game.
The Club said the singing section is quite subjective and we see it as a positive start. Those 150 fans really engaged with the Club. We also want to ensure the process is fan-led.
As regards the 120th anniversary, there were legends on the pitch and there will be a celebration for this at the women’s West Ham game. At the Spurs home men’s match we will have banners for the anniversary, amongst other aspects.
Pre-ordering half-time drinks in Dixon’s and Jimmy’s
The Club confirmed, in response to a question, that there is a pre-ordering App which is being trialled and we have the App already in place in a number of areas. It’s a work in progress and the option exists to order from 60 hours before kick-off and up to 8 hours before as a pre-order. Drinks for later in the match can be pre-ordered up to kick-off.
Multi-faith area
The Club confirmed, in response to a question, that we have a multi-faith area which is very sizable and located on the first floor of the Millennium Hotel. It has been there for about four years. There are male and female sections and the area is being redecorated. It can be used on a match day or non-match day. It has to be pre-booked, using a form on the website, to ensure we have sufficient staff on hand. If it’s used on a match day, there is no readmission if a supporter leaves the match to use the facility. It’s available 24 hours a day.
We will look to republicise this and are creating one at Kingsmeadow as well.
Cycling near Stamford Bridge
Two representatives raised the issue of bicycles ignoring the no entry signs when crowds are outside the ground on a match-day, with varying responses when they asked the police to respond. The Club said the police are very involved in planning and are aware that cycling in a closed off zone is not allowed. The Club asked for details to be forwarded to the supporter relations team and the matter will be discussed with the police.
Coach subsidy/ transport for disabled fans
Further to a request that the Club arranges transport for disabled fans, this is something that the Club will always consider but it is challenging from a cost perspective. The sponsorship team always looks at opportunities and this issue is part of the conversation with potential partners.
Merchandise star requests
It was requested we have two stars on our shirt to mark our 120th anniversary. The Club responded that Nike works far in advance of each season.
FAB update
The FAB representative commented that the FAB has paused Tea Bar meet and greets and it was re-evaluating effective engagement strategies. Matchday fan engagement can be influenced by kick off times and on-pitch results. We are discussing ticketing for next season with the board and would like to engage with fans to hear their views. This is also the case with digital ticket introduction.
We are trying different approaches and seeing what works best in engaging with fans. We have a great relationship with the board and concentrate on strategic issues. In response to a question about a lack of communication with fans, the Club commented that the website publicises the FAB’s meetings including summary reports of what was discussed. When there were regular pre-match meet ups in the Tea Bar, we WhatsApp’d all groups and it was also publicised in the pre-match email. We have quarterly articles on the website so there is a lot of publicity, but we are always looking to do more. FAB members’ names and roles are available on the Club website.
ANY OTHER BUSINESS
Ticket prices and digital ticketing
The Club said it’s discussed ticketing with the FAB, with both sides making presentations. The Club will publicise all digital ticketing aspects in due course.
Saatchi Gallery exhibition
A representative said some fans found this underwhelming. There was no reference to the Club prior to the 1980s in the exhibition. The video shorts and lights on the shirts worked well but the overall presentation could have been better. The Foundation carries out great work but most fans would have preferred a more football-based connection. It wasn’t clear which fans were consulted. These are meant as constructive comments.
The Club responded it was always going to be a combined Club and Foundation event. We consulted with the FAB to some extent and with the Chelsea Heritage Partnership which resulted in some input.
It was raised that it was only announced on the 20th that there would be a closure period for the exhibition on Monday lunchtime. This could have been announced from the start of advertising and some had travelled a great distance only to be turned away. The Club had to close earlier than originally planned and informed fans as soon as we knew about this. The time changes was also publicised on the Saatchi website. The original advertisement email was not updated, however, and we have both apologised and provided a compensatory gesture to those affected.
Another representative commented that some exhibits were produced by Chelsea Creator Fund winners.
DJ on the pitch
A representative commented they thought the Club was no longer using the DJ, to which the Club replied it was only temporarily paused. The Club will continue trialling different approaches to please as large a range of fans as possible, including those outside of the forum setting.
Pyrotechnics
The Club was asked if these are needed given the viewing issues and smoke that results. It responded that we have a health & safety risk assessment that confirms the smoke will not affect anyone’s health. We acknowledge that some fans may be uncomfortable with the prospect of pyrotechnics and provide supporters with advance warning on the big screens.
Thanks and Forum selection process
The Chair thanked those who have completed their two year terms for their substantial contributions: Clayton, Dawn, Charlie, Scott, George, Allison, Zoheb and Peter. There will be a selection process publicised over the summer for those roles and we remind representatives that they can’t stand again for four years.
The meeting finished at 7.55pm.
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