Supporter Panel Minutes 2022/23

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director)

Elliot King (Head of Supporter Engagement)

Supporter Panel attendees:

Gordon Anderson (SP Chair), Matt Colley (SP Vice Chair), Beverley Burkill, Brian Folkard, Cillian O’Grady, James Brighton, Jon Myhill, Marie Fuller, Johnathon Byrne, Emily Pryor.

Apologies for absence:

Ryan Blumenthal

1. Welcome/Apologies - EK

EK opened the meeting and welcomed the group. Apologies were given for Panel members not in attendance.

2. Minutes of last meeting - EK

Minutes from the last meeting and matters arising were agreed by all.

3. Supporter Panel reform - ALL

This was the final meeting of the Supporter Panel before some members step off at the end of their term. Proposals to reform the Supporter Panel to include representation from supporter groups was discussed and agreed. The Panel gave recommendations of how this should operate, and the club will now amend the Panel’s Terms of Reference and formally invite the identified groups to join the Panel for the start of the new season.

4. Fan Behaviour/drug use at away matches – ZW

Following reports to the club of a decline in fan behaviour at away matches including a rise in drug use, the Panel’s experiences of away games was sought. The Panel recalled similar incidents to reports the club has received and gave suggestions including better messaging around sanctions and a video highlighting fan behaviour and its impact on other supporters.

The club informed the Panel of the work it is already doing to address fan behaviour at away matches including expanding the reporting of incidents via Supporter Relations to away matches and providing this information with all away match tickets, as well as also making its sanctions applicable away from home.

5. Sustainability - ALL

The club reported back on its ‘Greenest Game’ and how the recycling at this game had not been a success. The club asked the Panel for suggestions on how to ensure fans place items into the correct bins should we continue down this route. The Panel suggested very clear signage on what to put in each bin and suggested that this could be based on the items sold in the kiosks at the ground. The Panel also suggested more creative ways to discard of items including football formations as seen at other grounds for the returning of reusable cups.

The club also asked for feedback on paper team sheets and moving to QR codes permanently. The Panel agreed that paper team sheets have had their day and that things are shifting towards QR codes and technology.

6. Feedback on women’s team Carrow Road game - ALL

The Panel was asked for feedback on the recent women’s team game held at Carrow Road. The Panel praised the club for placing the women’s team at the heart of the club and giving it the same platform as the men’s first team. The Panel suggested that any future Carrow Road games should be based on if the women’s team want to do them and if they are beneficial for the team.

Suggested learnings taken away from the Panel were on the stands chosen for the game, the availability of turnstiles and queuing, as well as the food on offer for the game.

7. Young fan of the season – CO’G

It was raised by a Panel member to consider having a young fan of the season award alongside the fan of the season. The club informed the Panel that it is already considering this for next season.

8. Club long service awards – CO’G

The long service of stewarding staff was raised and whether this is recognised by the club. The club are currently collating the length of service for its stewarding staff and are already planning to mark certain long service milestones. The club will provide an update to the Panel on this.

9. PA system – supporter complaint – MC

A Panel member brought forward a long-standing complaint from a supporter regarding the PA system. The club informed the Panel that it was already aware of the supporter and has replied via Supporter Relations.

10. Atmosphere - CO’G

Atmosphere was raised, particularly around the drum at Carrow Road and whether this would be continuing into next season due to its positive effect. The club confirmed to the Panel that ‘City Elite’ are permitted to drum at all home games but are sometimes not able to attend due to travel distance for its drummer. The Panel suggested that the club seek an alternative drummer to cover any games that City Elite could not attend so that the drum was at all games and has a consistent presence.

11. Panel requested share update – GA

The club confirmed that there were no issues and that it is currently going through numerous legal and regulatory processes that require the shareholding matter to remain confidential until it has reached a stage in the process when it can be disclosed to shareholders. The club confirmed it will provide an update to shareholders once the process has been sufficiently progressed.

The Panel suggested an ‘Insight’ video from someone at the club once the process is complete to explain this to fans.

12. Presentations and A.O.B - ALL

AOB points were raised on the Lion and Castle presentation to supporter groups/Panel, Sky streaming rights and season tickets being available on the app.

Zoe Webber recapped the Panel’s successes over the last two years and presented Panel members with a service award.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich attendees:

Elliot King (Head of Supporter Engagement)

Sam Hall (Legal and Governance Director)

OSP attendees:

Gordon Anderson (OSP Chair), Matt Colley (OSP Vice Chair), Beverley Burkill, Brian Folkard, Cillian O’Grady, James Brighton, Jon Myhill, Marie Fuller, Emily Pryor (remote), Ryan Blumenthal (remote)

Apologies for absence:

Johnathon Byrne

1. Welcome/Apologies - EK

EK opened the meeting and welcomed the group. Apologies were given for Panel members not in attendance.

2. Minutes of last meeting - EK

Minutes from the last meeting and matters arising were agreed by all.

3. Communication with Panel – OSP

The way in which the Club communicates with the Panel was discussed. It was agreed that going forward minutes will be altered to a reduced summary of what was discussed, rather than a detailed account of all individual points.

4. Season Ticket Pricing and Memberships 23/24 – OSP

Season ticket pricing proposals for the 23/24 season were revealed to the Panel.

The Club informed the Panel that Memberships for the 23/24 season are still under review but will be shared with the Panel if there are any major changes. International members on the Panel were invited to give specific input on International Membership and to work with the Junior Development and Memberships Manager on this.

Data from the previous Memberships Survey was shared with the Panel. EK to inform the Panel of the total number of respondents to this.

5. International Canaries – OSP

The Panel raised international canaries and asked what the Club’s plans were in growing support overseas – especially in America given Josh Sargent and Mark Attanasio. The Club shared information on what it has currently done, as well as the recent trip to Milwaukee and Tampa Bay. The Panel were invited to separately meet with Club officials on this specific matter and to provide proposals/suggestions via email given the experience on the Panel in this field.

6. Norfolk Deaf Festival – OSP

The Panel raised the upcoming Norfolk Deaf Festival and whether the Club would be in attendance along with the Community Sports Foundation. OSP to email EK regarding the specifics of this.

7. Hall of Fame – OSP

Following being asked by the Club for suggestions for inductees into the Hall of Fame, the Panel provided a list of potential inclusions to the Club. OSP to email EK with these.

8. Panel Rotation – OSP

The OSP provided the names of the Panel members who will step off at the end of the fixed 2 year term. Introducing Panel members to existing supporter groups was discussed to boost awareness of the Panel as was the suggestion of bringing supporter groups into Panel meetings/onto the Panel.

It was noted that the Club should actively seek to replace Panel members with those with protected characteristics and seek to make the Panel more ethnically diverse.

9. Matchday Programme – ALL

The Club asked the Panel their thoughts on the matchday programme and its viability going forward. It was widely agreed that people consume news in different/modern formats – and only 2 Panel members currently purchased programmes regularly. Sustainability issues were also raised in relation to paper and ink. Suggestions were given on making the programme more viable. The OSP recommended that a question on the programme be included in the end of season survey.

10. Pre-match player greetings – OSP

A Panel member raised the arrival of the team on the coach for home games and concerns about a potential lack of engagement with fans going forward. The Club confirmed that this will be the new arrival going forward, but players will depart in the usual way.

11. AOB – ALL

A.O.B points were raised on seat numbering in the Lower Regency Security Stand and security barriers outside of it, stadium WiFi and taps in the South Stand toilets.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich attendees:

Elliot King (Head of Supporter Engagement)

Sam Hall (Legal and Governance Director)

OSP attendees:

Gordon Anderson (Chair), Matt Colley (Vice Chair), Beverley Burkill, Brian Folkard, Cillian O’Grady, James Brighton, Jon Myhill, Johnathon Byrne, Marie Fuller (remote), Ryan Blumenthal (remote)

Apologies for absence:

Emily Wilford

1. Welcome/Apologies - EK

EK opened the meeting and welcomed the group. Apologies were given for Panel members not in attendance.

2. Minutes of last meeting - EK

Minutes from the last meeting and matters arising were agreed by all.

3. Terms of Reference/rotation of Board and terms – GA/ALL

The agenda item of Panel rotation and terms and the updated Terms of Reference was then discussed. GA noted that the Terms of Reference were not on the Supporter Panel section on the Club’s website. GA noted the ongoing situation and need for the Panel to rotate and stated how it was the Club’s desire for the Panel to come up with a solution for this given the ‘drawing names’ option was strongly rejected by the Panel. GA referenced the Panel’s suggestion of using the previous election data of which the Club said it no longer holds due to the website changes since the election was held. GA also noted the Panel’s previous suggestion of giving all Panel members a 1-year extension due to ‘lost years’ following turnover of staff.

SH said that it was the Club’s desire for the Panel to come up with the solution where 6 panel members remain on the Panel for an additional year, and which 5 other panel members step off as per the original term. He noted that ultimately if the Panel were not able to decide who would stay on the Panel for an additional year, that the Club would make the decision itself.

GA questioned the Club’s willingness to use the Panel and how effective it could be and said that the decision on rotation has been made difficult by this.

BF also commented on the loss of the Panel’s time due to turnover of staff and noted that things had only settled down in the last 6 months to a year, but stated the Panel’s effectiveness in the new crest, as well as the consultation on season ticket prices.

MC stated that he feels that he has not got as much out of the Panel as he has put in.

GA said that the Panel, unlike other supporter groups, does not have an agenda and wants to aid and be of benefit to the Club and be a voice for fans. MC agreed with this but feels like a year has slipped away. He said because of this he wants to use the remaining time on the Panel to make a positive difference and is sure that the Panel can find a solution on who is to step down and stated that he himself is willing to do this. MC said the most important thing in deciding this is representing and maintaining the diversity of the Panel through lived experience.

SH asked the Panel what they wanted out of the Panel following MC’s comment about putting more into the Panel than getting out. MC stated that for him it would be the involvement in internal working groups; getting more transparency on follow up of Panel suggestions; for the Panel to be embedded in Club culture; and for the wider fanbase to know the Panel exists and is of value.

MF agreed that Panel members should not waste the remaining time on the Panel and wanted to know what the Club wants from the Panel in the remaining time: is it for the Panel to speak to fans to bring issues to the Club, or is it the Club bringing issues to the Panel.

SH stated that it was a mix of both, the Club bringing important matters and using the Panel as a barometer for initiatives as well as the Panel bringing matters to the Club. SH drew focus to the Panel’s involvement in the changing of the Club’s crest for the first time in 50 years as an example of the great work that the Panel has already completed.

CO’G was disappointed that the Club hadn’t reported back on the appointment of its new Customer Services Manager, despite it being raised previously by the Panel. SH acknowledged that this was an oversight and that this appointment should have been reported back to the Panel.

JBr reiterated his point regarding the taps in the South Stand toilets and how nothing has changed on this despite the Panel raising it. He said he uses this as an indicator for the effectiveness of the Panel. CO’G stated that even if the Club wasn’t going to act on Panel suggestions, that this should be reported back to the Panel with an explanation.

EK stated that while he could not comment on previous meetings he had not attended, he has gone through the minutes of the last meeting and followed up on all arising matters with GA (Panel Chair), including the pre-pouring of beer at half time.

SH explained to the Panel that if matters arise between meetings, they can contact EK to raise them.

BB agreed that it was better for some of the Panel to stay on and rotate the Panel to maintain some form of continuity. BB stated that she wanted to stay on the Panel only if it is worthwhile and makes a positive difference.

MC proposed for the Panel to take the agenda item away and come back at the next meeting with the names of 5 Panel members which would be retiring at the end of the two-year term (i.e. at the end of this season).

SH said that this was a good suggestion and would bring time for the Panel’s final meeting to include new Panel members shadowing it to see how it is run and operates.

There were no objections to this suggestion, and it was agreed that the Panel would do this.

JM stated that he originally signed up for the 2-year period and would be happy to step down at the end of that time as agreed.

CO’G stated his preference was to stay on the Panel.

MF said she would be happy to stand down at the end of her term.

EK reiterated his previous message that the Panel can be involved in projects/working groups and that if there are specific areas of work/suggestions then the Club can facilitate this. However, EK said that this can also be organic and Panel-led. EK referenced the Canaries Trust and how they approached the Club to work on putting the Club forward for an FSA sustainability award and how the Panel are also able to do similar work and projects.

GA referenced rumours of the Club going to Tampa for a training camp and said it would be the perfect opportunity for the Club to work with Panel member RB on promoting the Club in the United States.

EK confirmed to the Panel that he is waiting on confirmation from Stuart Webber (Sporting Director), Neil Adams (Assistant Sporting Director) and Dan Houlker (Head of Communications), regarding being able to provide specific information relating to the Tampa training camp to RB and other USA based supporter groups.

RB stated it was great that the Club are coming to the US, but that many overseas fans require advanced notice. However, he accepted that it’s difficult when planning such matters. RB stated that the World Cup was the perfect opportunity to promote the Club in the US and that this was a lost opportunity in not releasing this sooner.

SH stated that plans were still in progress on this and that’s why details have yet to be announced, and that the lead time in such plans is often shorter than is realised. SH stated that the Club does not want to send out potential dates / locations only for them to change as fans may have booked flights / accommodation and so may be left out of pocket.

BF mentioned the disconnect with fans question following the Insight video and stated that he believed that the wrong words were chosen by the person asking the question. BB agreed with this and alluded to how open the Club and players are for Norwich City Fans Social Club events. CO’G felt that some of the local journalism had been poor but suggested the club make an effort to improve the relationship with local media.

SH explained the point of the Insight series and how it is to give an insight into the running of the Club.  Although each episode includes a spotlight on one of the 6 areas of the Executive Committee, the members of the Executive Committee answer questions on any topic proposed by fans which are key issues at the time.  This demonstrates that each member of the Executive Committee is across all of the crucial issues at the Club.

BB said that in future the Panel should be used to look at videos such as this to identify any potential issues in them. SH acknowledged this point but queried where the line is drawn regarding any content released by the Club.

EK responded to points regarding why the Finance Director was answering non-finance questions and stated that the questions are asked by the fans and that the Club pick these based on demand of certain questions, hence why questions around the local media and fan disconnect were raised in Anthony Richens’ video.

4. Sorare – GA/ALL

GA raised Sorare following the Panel meeting with the Club prior to the partnership announcement during which the Panel’s views were sought on the partnership. GA asked how this had landed and whether the Panel was helpful in this.

SH said that the Supporter Panel were helpful in this and that their views helped shape how this was presented to supporters.

5. Matchday Atmosphere/Drum – EK/ALL

BF recalled the atmosphere meeting he had attended earlier that day on behalf of the Panel alongside other supporter groups and reported the discussion back to the Panel.

SH asked the Panel if there were any suggestions in the short term which could help improve atmosphere.

BF suggested clappers, including with song lyrics written on for newer songs.

EK confirmed that he had been approached by City Elite to have a singing section at Swansea away and that the Club were exploring this.

MC raised that the Club could use its social media profiles to seek volunteers to assist Along Come Norwich with setting up flags/tifos.

BB raised the walk-on music and how she preferred One Republic’s ‘Love Runs Out’ due to the atmosphere it creates and the meaning of the lyrics.

JB referenced the lightshow and how more could be made of this with music and accompanying videos on the big screen of previous Norwich goals with the commentary on.

BB raised previous ‘cheesy’ songs which have been played such as ‘Daydream Believer’ and ‘Yellow Submarine’ and that she believes a change in music would help the atmosphere.

BF raised a ‘countdown to kick-off’ on the big screen as done at Aston Villa and Sunderland to create/build atmosphere.

BB raised the big screen and playing clips of previous goals against the opposition team. JB stated that he thought this was already done, but that this could be made more of with the use of commentary over the PA system.

EK and SH agreed that all of the ideas proposed were worth investigating and will take them away to discuss with the relevant teams at the Club.

GA asked why after the reported success of the Edinburgh supporters meeting in pre-season, that this hasn’t been repeated in other areas with other regional supporter groups, as was intimated at the time.

JB raised the brightness of the lights from sitting in the South Stand and whether they will be staying in their current form. GA agreed with the brightness and said that this was more apparent to him when sitting in the South Stand during the U23 game.

EK said that he has personally sat in each stand since the new lights have been installed and that he would observe a seat near JBs at the next game to monitor this.  It is a known issue that the Club has under continuous review.

6. Increasing Nest attendance for Women’s team games – EK/ALL

SH introduced this topic and asked the Panel for their views on how attendances at the Women’s Team matches at the Nest could be increased.

BB raised how there is no mention of Women’s Team fixtures on a matchday at Carrow Road. CO’G mentioned the lack of Women’s Team fixtures on the Club website.

BF stated that this could be mentioned over the PA or on the big screen to get people from Carrow Road to attend the Nest.

GA said to play Women’s Team highlights on the big screen and also for the Women’s Team to play a match at Carrow Road.

MC said while the Women’s Team social media profile is good, the main Club account should be used more to interact with this/retweet to reach its wider following.

BB mentioned a ‘ladies’ day’ or other dedicated day, including pitch parades of the team, and female mascots to encourage attendance.

BF referenced the Women’s Team fixtures and how you have to scroll to find these on the Club’s website and that they are not easily accessible.

JM mentioned the lack of a league table on the website to see Women’s Team progress.

CO’G referenced linking with local schools to get school children in to increase both attendance and atmosphere.

MC referenced concession prices and making kids go free for a game.

EK noted that all of these suggestions were useful and that he would take them away to discuss with Flo Allen (Women’s Team General Manager).

JBy asked about wheelchair spaces at the Nest and whether he would need to pre-arrange these. SH confirmed that the Nest was built with wheelchair users in mind and that there are a number of wheelchair spaces, and these can be purchased in the usual way.

7. Discussing footballing matters at OSP meetings – EK/ALL

EK raised the suggestion of changing the Panel’s scope from non-footballing matters only to also include the possibility of adding footballing matters onto future agenda items.

The Panel were receptive to this idea and agreed that this should be included going forward.

8. AOB – ALL

No other business was raised.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich attendees:

Elliot King

Ryan Howlett (Governcance Administrator, Minutes)

Danny Casey (Head of Ticketing)

Nathan Stevens (Junior Development and Memberships Manager)

Sam Hall (Legal and Governance Director)

OSP attendees:

Gordon Anderson (Chair), Beverley Burkill, Brian Folkard, Cillian O’Grady, Emily Wilford (remote), James Brighton, Jon Myhill, Jonathan Byrne, Marie Fuller, Matt Colley, Ryan Blumenthal (remote)

1. Welcome

EK introduced the group. The group agreed a new group photo was required and photographer present would take pictures throughout the discussions.

2. Minutes of last meeting - EK

Nothing to raise concerning last meeting minutes

3. Away Memberships – NS

The OSP raised concerns around the reasoning for the change in categories of away memberships.

NS explained the club’s reasoning for the change in sales groups. The first was from listening to feedback received it became clear that supporters had voiced difficulties with purchasing tickets together with friends and families due to the high number of sales groups. The second reason was that the club found there were too many days to buy the tickets, last year specifically there were 8 days to buy tickets for away members with this year it reducing to 5 and match pick guarantee is still included.

NS advised the club were driven in their decision to change the structure of memberships by consultation, data and fan feedback.

NS explained that this will continue to be monitored and isn’t set in stone, there is opportunity to change again next season should the feedback suggest it’s required.

BF requested that if the club begin a further consultation and feedback analysis piece this season on memberships, could the club look to include the OSP and other supporter groups as early as possible. NS agreed.

BF raised concerns that there was little notification time of the change in membership groups, so those who had aimed to go to 7 games to ensure they would be group 2 were let down. Also, to go from 10,7,4 straight to 10 and 5 seems to BF to be too big of a jump.

JB requested the number of games which were sell out and general sale which was provided by DC.

NS advised the club made the changes they felt were best based on the feedback they had at the time but agreed that if the OSP feel earlier consultation is needed in preparation for any changes next season the club will certainly consider that.

RB queried the process for international supporters. There have been some who have been confused as to what memberships they require to attend an away game as an international member and whether they require both international and away memberships and whether they can use these to purchase tickets for children who are coming with them.

NS explained he feels this is going to require the club running some education for international supporters in this position and clarified that an international membership is a home membership for overseas supporters as most international supporters will want to plan a visit to see a game at Carrow Rd. If you are an international supporter who wishes to attend away games only, then you don’t need to purchase an international membership at all, you just need the away membership. If there is a child or young adult who is also coming, then they would purchase a junior membership anywhere that they are in the world. NS agreed clarification on this in the FAQs of the website would help.

RB asked whether an international supporter would be able to show interest in a particular game or set of games further in advance than when tickets go on sale to be able to affordably and effectively plan travel. NS advised they can do this for a single match with the membership match pick the same as everyone else. NS agreed to send guidance in writing to the OSP for distribution to the international supporters who have raised queries.

NS expressed a desire for ongoing and regular feedback from the OSP regarding any membership issues.

4. Away ticket pricing (Reading FC) - DC

GA asked whether the club are joining Reading FC’s request for £20 away tickets.

DC advised we have gone back to Reading to advise we won’t be participating. DC explained the reason for this is that we plan and set our ticket prices for season tickets in the January prior to the season and for casual tickets towards the start of the season. The reason for this is that an adult season ticket holder on average pays more than Reading FC’s proposed £20 so to set away prices at £20 would be unfair to all others in the ground.

DC advised so far only 3 other clubs are following Reading.

BB also raised that coach travel seems to be selling out very quickly. She asked with rail strikes due on Cardiff game. will the club put more coaches on and how do we monitor how many coaches we have?

DC advised he puts the games on general sale and if they continue to sell, he continues to put on coaches, however if the ticket sales begin to slow after a day or so then he does not put any more on. DC will consider looking at coaches again for Cardiff due to the rail strikes and for other matches if the strikes continue during the year.

BB asked if tickets are already purchased, and strikes are announced can people get refunds as some supporters don’t seem to be aware. DC explained that in the Championship supporters can get a refund on their tickets up until the day of the game.

RB followed up regarding difficulties sending tickets back and queried whether there are any plans for an app in future where you could store digital tickets and return electronically. SH advised there is an app launching imminently which will over time have the capacity to store tickets. DC did advise that a home ticket doesn’t need to be returned it is only away tickets that need to be returned because the club need to send them back to the other club.

RB asked if there is a way overseas fan groups would be able to do a large matchday visit. NS advised that himself and EK have began early discussions on how this may work but feels if it is planned far enough in advance the club should be able to arrange something.

GA had a follow up question regarding the recent Q&A event in Scotland and whether there are plans to hold a similar event overseas for an international fan group. EK advised this is being considered by the club currently.

GA raised the passing of a long time Norwich city fan and the possibility of doing something in his memory and if there will be club rep at the funeral. It was agreed by all that the club will consider how best to do this.

No further membership or ticketing queries and therefore NS and DC left the meeting.

5. Terms of Reference/rotation of Board and terms – EK/ALL

GA recapped that in previous meetings it was discussed with SH that the terms of reference would be amended and published on the club’s website, and would be called the OSP constitution. The constitution is designed to define the purpose and principles of the OSP. It was discussed that the purpose of the panel is to develop the relationship between the club and the fans with the OSP being their representatives. It was agreed that the constitution is a baseline of how the OSP should operate and defines the rules of the panel including the length of service. The OSP and the club spoke through the details of the constitution.

It was agreed that all OSP members are proud to be on the panel and members made it clear that they do not want supporters to think that the OSP is privy to information that the wider fanbase is not as that is not the case.

GA suggested that perhaps at future OSP meetings, invitations could be extended to some members of other supporter groups so they can understand the level of discussion and ensure matters remain transparent regarding the role of the OSP. SH said that the club’s position is that the OSP is for those not in supporter groups that already have allotted time with senior club staff.

The constitution will be sent out with the minutes to ensure all can carefully review it and understand the rules of the panel as well as the length of service. OSP will begin considering how best to hold votes on Chair and Vice-Chair elections.

EK advised the OSP that if the OSP wish to meet more regularly as an individual group they can do or they can invite EK to their internal meetings also should they wish to hold further meetings. These would not be attended by any other member of the club.

OSP agreed that the appointment of a dedicated supporter engagement role will be beneficial going forward.

GA raised the point around rotation of membership. It was agreed that the May meeting will be the final meeting of this current group before new members need to be elected to the panel.

6. Centralised OSP mailbox? - EK

EK advised that solutions for having a centralised email inbox are being considered as due to the nature of the club’s internal emails it wouldn’t be possible to have a canaries domain email for an external group. There is scope to potentially make one that is read only but this needs to be explored further to decide on the best course of action.

OSP agreed that there is scope for smaller working groups to branch off of the main OSP to address specific themes if there are enough reports to suggest a particular issue is not an individual grievance or complaint. It was discussed that if working groups coincide with new elections perhaps a provision could be made for previous OSP members to continue to serve on working groups until the groups work has been concluded.

SH raised the suggestion of doing a profile-raising event on a matchday for the OSP such as a stand outside Carrow Rd. to drive engagement with the OSP and educate the wider supporter base on the purpose of the OSP.  This was noted by the OSP.

7. Matchday experience survey results - EK

EK shared the results of the recent supporter survey with the OSP. EK advised that safe standing had a positive result from the initial response so the club are in the early stages of beginning further and wider consultation with fans to gauge further opinion.

EK provided the data returned for the musical instrument inclusion in the stadium. SH advised if the club move to bring a drum or instrument into the stadium then it will be a club appointed musician for health and safety reasons. It was also discussed that it is unlikely the musician would be in the stand for the same reasons. SH said that there is no targeted game for a musician to attend.

The OSP provided a mix of feedback of the use of instruments to generate atmosphere. While most agreed the atmosphere is improved with musical instruments there were concerns raised around safety, control and responsibility of the musician chosen.

EW suggested that the club could speak to England and the FA about how they safely use the instruments at national games.

OSP and the club discussed other matchday atmosphere activations being explored by the club currently, including the singing section for the Birmingham game. The location was chosen to try and encourage the singing to ‘wrap around’ from the Thorpe corner and Barclay into south stand.

EK advised that ‘along come Norwich’ are producing some crowd surfers for build-up atmosphere and there are new lights capable of light shows.

EK shared the matchday incident reporting data with the OSP, all agreed the results are good and show fans feel the club take positive action to keep supporters safe and welcome.

BB raised the recent social club event with Dean Smith and Craig Shakespeare. All agreed it was a success and it was discussed that in future some of those events will also be filmed or streamed to widen the audience.

8. Fan behaviour communications - EK

EK updated the group on the club’s plans for a campaign over the next few weeks to encourage positive and responsible fan behaviour after negative incidents across the football industry last season.

The delivery of this campaign is still in discussion however it is a priority for the club to combat dangerous or criminal activity in and around the stadium. This campaign will begin with the release of the club’s new sanction tariff.

The EFL, PL, and FA have all also just recently released their own campaign in this area which the club are supporting.

SH explained that the purpose of this is not to try and discourage support or noise in the stadium. The club want fans to be noisy and for Carrow Road to be difficult for opposition, however it needs to be done in a non-discriminatory way. OSP were in favour of this campaign.

9. Scotland Q&A feedback - EK

EK asked for some feedback from the OSP on the fan event in Scotland. He advised there were around 100 supporters present.

The OSP feel the event was well received. CO said he was there and felt that the answers were open and honest even when some tough questions were asked.

BB also highlighted commercial director Sam Jeffrey’s recent video interview. The feedback the OSP saw was very positive, with a good choice of questions and he came across as very honest.

10. AOB - ALL

BB raised that it has been good to see Todd Cantwell get a positive reception from the supporters upon his return from loan. There was praise provided by the OSP for players signing shirts and taking photos with children following the local preseason friendlies.

GA asked about upcoming dates and SH advised that the next meeting will be towards the end of October.

BF advised there has been some issues raised regarding the lack of speed in serving alcohol at half time and wondered if the servers could pre-pour some to increase serving speed.

MF raised that there is still an ongoing issue with toilets especially ladies’ toilets in the Regency Security Stand leading to long queues.

BF advised some supporters had raised that they are uncomfortable with male stewards searching their bags and asked how pyrotechnics are got into the ground when searches occur. SH advised the club are looking at increasing the diversity of its stewards however it while it may not be ideal, it is for the safety of all inside the ground. SH also advised the OSP that pyrotechnics are very small and easily concealed.

BB advised that some members attended the deaf awareness event at the forum in Norwich and they were demonstrated to by a local company who provide digital avatars for sign language interpretation at sporting events. BB felt this would be a good thing to explore for inclusivity.

EK advised he is currently doing a disability offering review so will consider this and see what is possible.

MC suggested more marketing of the CSF and what they do as it is impressive and could help a lot with the young mental health crisis in the county currently.