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epsom 10:08 Tue Aug 23
Introducing a Seat Swap Scheme for anyone not happy at the OS

http://www.coyi-seatexchange.co.uk/map.php
Posted this originally under the Evening Standard thread, but believe it needs its own title.

Made my first trip on Sunday to the OS and i agree with some aspects of the Evening Standard article, describing the stadium as soulless. To set the record straight I have been a firm believer in the move to the new stadium as it will give us the platform going forward.
For background I had season tickets for many years in the Lower East Stand, front row midway between half way line and Goal at the STB end. Always sat, loads of passion, humour, energy, occasional singing every match and felt I was involved. Been going to West Ham now for nearly 40 years.
This season I am in the 1966 area, block 135 and it feels semi corporate, no singing, did not hear the C word once in the first 45 minutes. (probably the first time in 40 years at West Ham)

Heard a grown man use the word "wally" a number of times when singling out a player who fucked up, and that was the strongest it got. No singing, no passion, no abuse towards the ref, someone on his emails for the majority of the match, to be honest it did not feel like West Ham and when I did stand up and join in a song, I felt totally out of place.
The people around me are nice, they are used to a quieter day out watching the game, not really participating in the way I have been used to. A number of people around me were ex West Stand for many years and they have become used to their day out. I am not criticising them. In the end I left my seats at about the 60 minute mark as I was just not enjoying the surroundings and to be honest there was no atmosphere and a sense of antagonism building up towards some of us that stood up occasionally to sing.

Moved down to block 140 and stood in a disabled bay, where the people in front were singing and generating some atmosphere. Felt so much more better here and started to really enjoy the game and when Antonio scored the place erupted.

Concerned that if the club does not address this migration issue from the old to the new, then the sterile nature of the stadium may remain, which will make us vulnerable on the pitch.

My suggestion is to implement a seat swap scheme which the club administers where we can volunteer to move with a from and to location over a 2 week period and the club try to either administer this or allow the supporters to move with the club facilitating the process and completing the paperwork. Re changes in prices of seats, we agree to pay an admin charge of 10 pounds to change and the cost of the seat as paid at the start of the season remains with the new prices kicking in next season. We could even go in early one saturday and have a good look round at the proposed new seats to get a feel.

In addition the club can define the blocks based on current perceptions such as:
Family
Singing
Non singing
to help manage expectations etc.

They have got a lot right on the move, the facilities are a step up from the Boleyn, but we have lost some atmosphere along the way, I know its early days, however I feel this seat swap change would complete the move and allow all of us to have something to really enjoy.

I will not continue to go to games if I have to sit in block 135, its just not for me. I have nothing against the people there, its just our expectations are different and they are enjoying the game supporting the club in the way they wish to. Its just not for me and I respect that they are enjoying the game in the manner they want and supporting the club in their way.

As an FYI, I could not attend the Westfield Centre to choose my seat and had to do this over the phone. Its my responsibility that I have this seat, not blaming the club at all, however I sense that there are a few supporters that would like to change seats now we have had a chance to try it out for real. I am at the Astra game this week, but will join some friends in one of the more atmospheric parts of the ground rather than sit in block 135 again.

Loved having a beer in the ground before and at half time, love the freedom to move around the stadium and the view overall.

We can turn this stadium into a passionate west ham ified arena and use the extra supporters to give the team an edge.

Have emailed the club via the founders feedback as suggested by Charoo to suggest the above. Would appreciate feedback and views and how else to engage the club if people support this approach.

Thanks for feedback from Lily Hammer, Charoo, Chester Rd, Johnson, WHU(Exeter), Far Cough, Sven Roeder, Hammer and Pickle to original post in Evening Standard thread.

Cheezey Bell-End 12:06 Wed Sep 14
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

I paid the same at UP for a much less central seat, but was far happier there. I've been back to be an extra in this 'Final Score' movie (which will be shit btw) and it just brings it home. I'll try and get something nearer than row 50 or I won't renew.

RM10 11:59 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

haha surely not that bad cheezy, swap to block130 and save 200 next season

Mart O 11:52 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Ags @ onlyoneclydebest and Sold0...

Cheezey Bell-End 11:42 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Tell me more..

RM10 11:35 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

swap my 480 seat for yours cheezy if you fancy

Cheezey Bell-End 11:30 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

I hope so.. £800 for my seat is a fucking rip off.

Charoo 6:18 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Had a reply also about the Mis selling of seats to my parents and their friends, the club are offering to relocate them and will be offering alternative seating in the near future.

Northern Sold 12:46 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Fair dues you got a reply Epsom son... to be fair if I was her your letter would have gone straight in the wastebasket and then I would have got back to the job of shoving a nodding vibrating david Sullivan toy up me chuff... so fair play Tits McGee

* round of applause *

onlyoneclydebest 11:39 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

'Dear Mr XXXX'

Your first name isn't Castlemain is it?

Johnson 11:39 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Absolute spin and bullshit.

Fuck you Brady.

epsom 11:38 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Far Cough 11:28 Tue Sep 13

For some reason the original email sent re Seat Swap seems to not have made it to the club via the founders feedback address.

The response below was after emailing directly to her and the Chairmen.

Have resent all my emails to her directly now that were originally sent to the founders feedback address.

Josh 11:34 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

What a load of corporate bollocks.

Shes well out of her depth.

stewie griffin 11:29 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Dear Karren

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Far Cough 11:28 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

epsom, cheers but no mention of a seat swap scheme or did I miss that?

epsom 11:08 Tue Sep 13
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Just wanted to post an update that a response was received directly from Karren Brady to the email below. The email response was received on the 9th September (just before the Watford game)

Above all, from the response its obvious that the club is very concerned and working really hard to remedy the situation in difficult circumstances, especially given the club is not responsible for a vast number of the issues raised in the original communication.

Wanted to share the response and gain any additional feedback.


Dear Mr XXXX,

I must start by thanking you for your very detailed, comprehensive feedback and your very kind comments on the success of the migration to the new Stadium thus far.

We are very proud of our new home and have been thrilled to receive high volumes of positive feedback from our supporters about the improved facilities, the new shuttle bus service and additional support for fans with accessibility needs, the vastly improved catering and hospitality offerings, the atmosphere inside the Stadium and our stunning new Club store and ticket office – among many other things.
However, as you will no doubt appreciate, a project of this size is never going to be without its teething problems and that is why we set up ‘Founders Feedback’, so that our loyal supporters could be our eyes and ears and help ensure we don’t miss anything that might need addressing. Rest assured we have been working tirelessly behind the scenes to rectify the issues you flag and a great deal of progress has been made already.
We are grateful to all of our fans that shared their thoughts with us as it has allowed us to improve the match day operation with every game since the first, and the fact that each game has been quite different from the last (European, alcohol free, Friendly, League game, varied kick-off times, etc.) with different capacities in attendance, has allowed us to address a number of varied factors in a very short amount of time.

I should point out your email of 1 September was the only email we received so if there were others please do send them across so that we can investigate where the breakdown came? As the auto response on Founders Feedback email explained, as the issues flagged in Founders feedback are pertinent to the entire supporter base and the fact that the thousands of emails often have similar themes we intend to update supporters on how their feedback is helping us, by sharing Founders Feedback updates on the Club website at WHUFC.com rather than with individual personalised emails. For future reference our supporter services address is the address for complaints and correspondence requiring a personal response.
However as you have gone into such great detail and thought so deeply about the security issues facing the Club at London Stadium, we wanted to get in touch and reassure that we are, of course, fully across the important matters you raise.

Firstly I must iterate that, like you, the Club takes the matter of fan safety and security incredibly seriously, in fact it is our primary concern.

With regards to your comments relating to stewarding and policing of games I should explain that, as is standard practice throughout football, the security requirements are assessed by the Safety Advisory Group and agreed on a match by match basis.

The category of each game is set based on the time of day, the opposition, the number of away fans, police intelligence and a number of other factors. So it stands to reason that you will have observed varying degrees of visible police and steward presence at each game you have attended, and will do so again in the games to come.

The category of any game – in terms of security – is continually assessed right up until the end of the game and additional support can and is deployed within two minutes as necessary.
On your point regarding home and away fans coming into contact inside the ground, this matter has been resolved.

The access cards of a small number of home fans, upon first use, enabled them access via a turnstile that brought them into contact with away fans to get to their seat. This has obviously been rectified and any affected fans have been sent updated information on the correct turnstiles to use. Their cards also no longer provide access via that entry point.
The Club’s stance on standing is well documented, indeed my Chairman wrote only this week to all supporters on this matter. This letter contains a lot of the detail you are seeking in your email. I can assure you that we have gone to painstaking lengths to ensure that – where individuals have been issued with banning orders for standing persistently and acting in an intimidating or abusive way when asked to sit – we had clear CCTV evidence on which to act.

Working with the Stadium operators, we will also be ensuring that additional stewards are deployed to areas where persistent standing and other problems have been observed in the opening games.

On the general issue of stewarding, you will be aware that West Ham also went to great lengths to ensure that every steward at the Boleyn Ground was given the opportunity to transfer to London Stadium, and we are glad that so many took up that option.
However, we are working with the Stadium operators to ensure that every steward within the Stadium receives ongoing training in their instructions and responsibilities, and adequate supervision in how they are performing.
To answer your question on the review process, I hope it will give you comfort to hear that we continue – as we did at the Boleyn Ground – to hold a pre-match planning and post-match debrief meeting with key operational staff for every single game.

Finally, we appreciate your point about the number of new Season Ticket Holders able to attend matches at the Stadium, but to describe these fans as inexperienced at attending football matches is not correct.
We know from our dealings with these fans at the Stadium Reservation Centre that – in many cases – they are fans who would traditionally have attended on a match-by-match basis; lapsed Season Ticket Holders who can now afford to attend again; older fans who are able to attend with their children and grand-children for the first time in decades; and young children brought for the first time by their very experienced, Season Ticket holding parents.
We are delighted to have these fans attending our games on a regular basis, and to know that their presence is not only helping us to grow as a Club, but also to bring top-flight football back within the reach of thousands more families, something which we would hope will make all West Ham fans proud.
I hope this has addressed some of the points you have made; others which have been raised by several other fans will be addressed as part of our next Founders Feedback update.
Thank you as well for your offer to involve the Mayor of London, the Mayor of Newham, and the Commissioner of the Metropolitan Police in these deliberations.

I should point out that the organisations those individuals lead are already closely involved in analysing and responding to the feedback we receive on supporters' experiences at London Stadium: the first two via the E20 LLP, the joint body set up by the Mayor's London Legacy Development Corporation and the London Borough of Newham to manage the Stadium; and the latter through our regular consultation with the police and security authorities.
Thank you again for your emails, and for taking the time to provide such detailed and constructive feedback. I hope when you see the next Founders Feedback update in the coming days, you will see how it is being acted upon.
Yours sincerely,

Karren Brady

epsom 4:23 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Buster 10:25 Mon Sep 5 Email sent to founders feedback where we have been directed by the club to communicate on any issues relating to the stadium.

Gavros, agree that much of the information should be provided by the LLDC, as they are responsible for the safety of spectators at all times. However my contract is with the club so I want to raise the questions directly with them as they will have agreed a lot of these points along with all the relevant authorities such as police, fire, ambulance, local authorities etc.

One of the basic legal requirements that has to be provided at all football grounds is:
"There must be appropriate segregation of rival sets of supporters"
This was not the case for either of the matches that I have attended to date. How can such a basic legal requirement have been missed? In not providing segregation throughout the stadium are the LLDC not aware of all legislation involved in hosting a football event? If this was missed, what else has been missed as this is pretty basic? Are the LLDC responsible to provide a spectator safety policy, if so has the club reviewed and agreed to this on my behalf?

We have 25K new supporters (10K kids) attending matches who are probably not experienced to week in, week out, match day experiences. The club keep on positively mentioning this and its great to see the demographics change to build a pipeline of supporters for the future. The club surely have a responsibility or its in their own interest to ensure that the safety personnel provided under contract are competent and, where not already qualified, have received sufficient training to carry out the duties and responsibilities assigned to them on our behalf. In addition they also should ensure that the stadium itself is safe at all times. Not searching back packs when entering the OS, is this part of the agreed spectator safety policy that the club may have agreed to?

There are a number of basic requirement that the club should ensure are in place for the safety of West Ham fans in the stadium? They can say that its not their responsibility, however my contract is with them, I do not want the club to abdicate responsibility on this matter.

Standing is not the priority at the moment in my opinion and I wish the club would recognise this and stop trying to increase the capacity to 66k. If the basic legal requirements such as segregation and bag searching cannot be provided at the moment, why would you want more people in the OS?

The club now have on record a concern regarding safety that they can decide whether or not to respond to. If they choose not to and ongoing issues persist, then these are documented and on record.

Gavros 10:42 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Epsom a lot or the questions there are best directed to the LLDC under FOI.

11MDE 10:29 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

marlonsrightsock 4:04 Fri Sep 2
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Mine is pretty accurate.

Vexed 10:29 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

I'm not sure a row of kisses at the bottom of the letter was appropriate.

Buster 10:25 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Who did you send it to, Epsom?

Fifth Column 9:38 Mon Sep 5
Re: Introducing a Seat Swap Scheme for anyone not happy at the OS

Epsom

Well written!

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