Supporter Panel Minutes 2023/24

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

James Hill (Legal & Governance Director)

Elliot King (Head of Supporter Engagement)

Supporter Panel attendees:

Elected members

Gordon Anderson (Supporter Panel Chair), Cillian O’Grady (Supporter Panel Vice-Chair), Brian Folkard, Emily Pryor, Ryan Blumenthal.

Supporter group members

Gary Field (Canaries Trust), Kevin James (NCDSA), Jessica Pye (HerGameToo), Ffion Thomas (Capital Canaries)

Apologies for absence

Johnathon Byrne

1. Welcome / apologies

The meeting opened at 18:00 and apologies for absence were shared. As this was the final meeting of the current Panel, the club expressed its gratitude to the Panel members stepping off at the end of the meeting and recapped their involvement in key club initiatives over the last three years.

2. Minutes of last meeting

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

3. Club update

The club provided an update to the Panel on recent events including the dismissal of David Wagner and the appointment of Johannes Hoff Thorup as the club’s new Head Coach.

The Panel remarked on ever growing expectations of supporters and the need for the club to clearly communicate any plan. The club confirmed that Ben Knapper and Johannes Hoff Thorup will be doing a press conference at the start of pre-season .

4. Supporter Panel review / rotation

As this was the last meeting of the current Panel a review of the Panel took place. The club reiterated the involvement of the Panel in crucial club matters and how this has now become part of the culture of internal decision-making on relevant matters.

The Panel were keen to emphasise the importance of maintaining the primary role as a sounding board for the club, as opposed to a campaign group. A member of the Panel commented that the Panel works at its best when it splits into smaller sub-groups and suggested that this should increase going forward.

Given the Panel has transitioned from a fully elected Panel to partially and incorporating supporter group representation, the club asked the Panel for their thoughts on the changes given the group’s experience of both formats. The Panel agreed that there was a good mix in the current format and that the new system enabled wider representation of the club’s fan base.

The club explained the process for the six soon to be vacant seats and how these would be open to supporters to apply via a form on the website with the shortlist being voted on supporters ahead of the new season. The Panel advised the club to make it clear what supporters are applying for / committing to and to encourage underrepresented groups to apply to ensure the Panel is as diverse and inclusive as possible.

5. A Home for Everyone, safeguarding and reporting

As part of an action from its internal safeguarding panel, the club wanted to get feedback from the Panel on its ‘Home for Everyone’ campaign, particularly in relation to what it means to supporters and whether they would be confident in reporting any incidents and in if action would be taken.

The Panel said they didn’t think it was broadcast enough as some members said they had not heard of it before. Others said they had seen reference to this including in toilet cubicles but that they mainly look out for football-related content. The Panel suggested, as per other clubs, to utilise the big screen and digital assets to highlight the clubs report it number, 80011. A suggestion was made to use stickers or QR codes on seats to boost visibility of the report it number, as well as use of the club’s app and other reporting lines including those of HerGameToo.

On reporting, the Panel were largely satisfied that the club acts upon reports, with anecdotal examples given of where the club has acted. A Panel member noted increased incidents at away games and believed this is worsening and reminded the club of its previous commitment to include its reporting flyer within away tickets.

The Panel agreed that there was clear intent in this area, but perhaps it is not communicated well enough to supporters. The Panel recommended social media content / a video explaining what and how to report and the triaging process in place.

6. Roadshows / Supporter Engagement Plan

Feedback was sought on the club’s Supporter Engagement Plan and additions for the coming season.

The recent return of ‘regional roadshows’ was discussed, particularly the low turnouts. It was agreed by the Panel that the county is already served by supporter engagement events by events held in Norwich, and that any further supporter engagement resource would be better targeted across the country and internationally.

7. Sub-group (memberships) feedback

Following a previous meeting of the Supporter Panel’s sub-group on memberships, the club reported back on matters arising from the meeting.

The club agreed with a number of the recommendations from the sub-group including automatic match-pick selections, automatic renewals and card only / digital options and stated that it was exploring these. The club is in the process of changing its ticket provider and these changes will be explored within the new system as currently it is not possible on the current manual system.

In response to having a longer match pick window the club has, through the data, identified that the majority of members already use their match-pick within the first days of the window and the data was shared with the Panel. The club reported back to the Panel that it wouldn’t have multiple windows throughout the season as suggested due to the high volume of demand for games going on sale throughout the season, in addition to it not being fair that a supporter could purchase a membership with a match-pick at any point in the season and jump the queue for tickets.

8. Long service recognition (casual staff)

A member of the Panel raised long service recognition for causal staff. This has been raised previously by the Panel and a further update was requested due to a lack of progress. The club recognised this delay and reassured the Panel that this was very much in progress and that long service recognition items have been purchased. The delay is due to a lack of complete data and the club not wanting to omit anyone. Final data will be collected at upcoming steward training in the coming months and long service awards will be given out following the completion of the data.

The Panel suggested that group recognition in a website article / on social media would be a nice touch, particularly during the off-season where content is limited.

9. Away ticket allocations

A member of the Panel asked for clarification on the club’s policy on taking full or reduced allocations at away games and announcing the size of the allocation when tickets go on sale.

The club explained that the league rules are 2,000 tickets or 10% of the ground’s capacity and that it works with the opposition club on a match-by-match basis. A number of factors are considered when agreeing the initial allocation including distance, time of year, performance and whether the game is televised among other factors. Each home club also has different segregation lines and sells according to these ticket blocks. Therefore, the club also takes this into account and will only extend into an additional block / the full allocation if it is confident it can sell the majority of these.

The club presented the Panel with the data of requested allocations and the numbers sold from the past two seasons and is confident in the ticketing departments processes. The club confirmed it was happy to advertise the initial allocation given going forward.

10. AOB

The Chairman’s report was shared with the Panel. This will be released in full as part of the club’s annual report.

With no further business the meeting closed at 19:58 and the existing Panel was dissolved.

Details on how to apply for the vacant Supporter Panel seats will be released on the club’s website ahead of the start of the new season.

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:

Elected members

Gordon Anderson (Supporter Panel Chair), Cillian O’Grady (Supporter Panel Vice-Chair), Brian Folkard, Ryan Blumenthal.

Supporter group members

Gary Field (Canaries Trust), Kevin James (NCDSA), Jessica Pye (HerGameToo), Ffion Thomas (Capital Canaries)

Apologies for absence

Johnathon Byrne, Emily Pryor

1. Welcome/apologies

The meeting opened at 18:00 and apologies for absence given.

2. Minutes of last meeting

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

3. Season ticket proposal

The club presented its proposal on season ticket pricing for the 2024/25 season which includes an average of a 2% inflationary rise, with the highest general admission rounded price being an increase of 92p a month. The club stated that it would like to move away from supporters not knowing where they stand in relation to season ticket prices each year and would like to factor in small rises each year, as opposed to periods of freezing followed by larger rises.

The Panel queried some of the rounded figures and questioned the fairness for some groups as rounding meant it wasn’t an equal flat rate. The club agreed it would take this away and look into this further, but that this was done to enable rounded figures for direct debit payment purposes.

The club confirmed that casual ticket prices will be announced at a later date ahead of next season.

Safe standing

The club confirmed that following previous consultation with the Panel, other supporter groups and the wider fan-base that safe standing has been signed off at Board. This will be in the Lower Barclay and Thorpe Corner (Snakepit) areas as well as a section in the away end. The club is finalising its preferred contractor and will make an announcement in due course and confirmed to the Panel that this will be announced alongside season ticket renewals. Works are scheduled to take place in the summer with safe standing being in place from the start of the 2024/25 season.

Away coach travel discounts

The club wanted to get the Panel’s thoughts on the £1 discount for season ticket holders for away coach travel and recommendations for changing this. Over time, with the rising cost of coach hire and fuel prices, the £1 discount has not kept up with this and is no longer a perk for season ticket holders or those who frequently travel on the coach. The club confirmed that it makes no profit from its away coaches and sometimes makes a small loss.

Panel members agreed that the discount didn’t reflect current times but were cautious of pushing the price up for non-season ticket holders. The suggestion was given of reinstating a version of the previous coach loyalty scheme. The club agreed to look into this and provide the data for coach travel and a breakdown of season ticket holders and non-ticket holders who use club coaches at a subsequent meeting.

Women’s team away travel

Following questions raised at the AGM on the possibility of women’s team away travel, the club wanted to canvass interest in trialling this for an upcoming game with the trips to AFC Wimbledon Women and Cambridge United Women being considered. The Panel agreed that the AFC Wimbledon game would be the preferred game for any trial. The club asked what the Panel would be willing to pay for away travel and it was suggested by the Panel that free/discounted travel might be a good idea, if it could be sponsored, in order to attract a big away following. However, it was noted that this could be difficult with the game falling on Easter Sunday. It was noted that any pricing should be cheaper than public transport alternatives.

The club said it would take the point away and speak with the partnerships team regarding discounted away travel. It also noted how it would want to ensure that those who regularly attend The Nest for women’s team fixtures had priority for any potential away travel offers.

Sanction Tariff

The Panel provided requested feedback on recent updates to the Sanction Tariff. Queries were raised in relation to the recategorising of both the throwing of missiles and use of pyrotechnics. The club will get the Legal & Governance Director to provide full reasoning for these changes.

4. NCWFC V QPR

A Panel member raised the upcoming Norwich City Women’s game against QPR Women at Carrow Road and how the ticket sales were progressing for this. The club confirmed that over 2000 tickets had already been sold with six weeks left to purchase. The club agreed to pass on the exact number of sold tickets to the Panel. It was felt by the Panel that not much advertising of this upcoming fixture had happened on club channels apart from the launch and some posts on the women’s team Twitter/X account. The club assured the Panel that a marketing plan was in place and that this will ramp up closer to the fixture.

The Panel asked of the possibility of kiosks remaining open during the game/past kick off and half-time due to the different audience and there being more families/children.

The club agreed to look into the suggestions of using the big screen and PA system to promote upcoming women’s team and academy games and to open kiosks for longer periods.

5. A.O.B

A.O.B points were raised on the following issues:

- International memberships. The club agreed it would share the figures on international memberships and how these compare to previous seasons.

- Memberships sub-group meeting. A Panel member part of the sub-group on tickets and memberships provided an update on the recent meeting with the club on this. The club reaffirmed to take away the actions from the meeting and present these at the next full Panel meeting to ensure they are minuted.

- Greenest Game. A Panel member queried why discounts were only available on vegetarian and vegan foods and not on all products. The club confirmed that the theme for this year’s Green Football Weekend was food and it was to promote this option. The club agreed to provide the sales data on this offer as well as the recent 25% early offer in kiosks during the West Bromwich Albion fixture.

- Supporter request. A member of the Panel highlighted a request for a terminally ill supporter found on Twitter/X. The club confirmed that they were already aware of this and had made contact with the family to invite them to the Training Centre for a special experience including meeting the first team.

- Stadium development. The club provided an update on the recent feasibility studies undertaken at Carrow Road.

With no further business the meeting closed at 19:53.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director)

Sam Jeffery (Commercial Director)

Gavin Beard (Head of Marketing)

Perry Hamilton (Head of HR)

Supporter Panel attendees:

Elected members

Gordon Anderson (Supporter Panel Chair), Cillian O’Grady (Supporter Panel Vice-Chair), Brian Folkard, Johnathon Byrne, Emily Pryor, Ryan Blumenthal.

Supporter group members

Gary Field (Canaries Trust), Kevin James (NCDSA), Jessica Pye (HerGameToo), Ffion Thomas (Capital Canaries)

Apologies for absence

None

1. Welcome/apologies

The meeting opened at 18:00. There were no apologies for absence.

2. Minutes of last meeting

Minutes from the last meeting and matters arising were agreed by all. A panel member asked for an update on an action from the last meeting regarding the ‘match pick’. The  club confirmed that this was still being considered and a member of the ticketing or memberships team will attend the next panel meeting, or meet separately with members of the panel in advance of this.

3. Ticket concessions/prices

The club asked for the panel’s views on its ticket concession bands, particularly its over 75’s bracket. The club highlighted that it was one of only three clubs which have two concession brackets for those 65 and over, with no other club offering this in the Championship.

The panel raised a number of points and suggestions to this. Questions were asked at how much difference this would add if removed and how many people this would affect. The club provided the panel with this data.

A panel member raised concerns for those on fixed incomes and how any changes could isolate them from coming to Carrow Road. Panel members cited the government’s policy on cigarettes and highlighted this phased approach of increasing the age to end the concession without removing it from people. A panel member raised whether the concession could apply to different stands and a concession for younger people be offered in the Barclay Stand instead of over 75s to improve atmosphere.

The club confirmed that no decisions have been taken on the matter, but that it would take the panel’s feedback into consideration when making any decisions for concession pricing next season.

The panel enquired about season ticket prices for next season. The club stated that final decisions had not been made, but that any rise would be no more than 3% to reflect the club’s rising costs.

4. Sporting Director and first-team update

The panel raised concerns about both the timescales on arrival of the new Sporting Director and the resulting uncertainty surrounding the Head Coach. The Panel also praised the club for its recent mental health video and requested assurances that the current state of “flux” wasn’t impacting on individuals’ mental health within the club staff.

ZW gave the panel an update on the Sporting Director and first-team matters and took questions on this.

5. Annual Report

The panel asked the club to discuss the reported debt and how this would be serviced.

ZW gave the panel an update on the annual report and took questions. ZW explained that more detail will be available at the forthcoming AGM.

6. Matchday Experience

The panel presented to the club on matchday experience covering three areas. The three areas mystery shopped were atmosphere, food and beverage (including hospitality) and matchday people/staffing.

The club will now work with the panel on these findings.

7. A.O.B

A.O.B points were raised on the following issues:

- Away disabled supporters and the impeded view from stewards. The club agreed it will speak to its Head of Operations to remind stewards of this.

- Stewards disability training. The club agreed it would share its progress in this area and will report back to the panel.

- Away fan behaviour and reporting. The club agreed to explore the ‘report it’ graphic that should accompany away tickets as it has been flagged that this is not the case.

- Away fan segregation/exit. The club directed these questions to the upcoming supporter group and police meeting which will cover atmosphere and safety.

With no further business the meeting closed at 20:30.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director)

Elliot King (Head of Supporter Engagement)

James Bemment (Head of Strategy)

Supporter Panel attendees:

Gordon Anderson (elected), Cillian O’Grady (elected), Brian Folkard (elected), Ryan Blumenthal (elected, remote), Gary Field (Canaries Trust), Kevin James (NCDSA, remote), Jessica Pye (HerGameToo, remote), Ffion Thomas (Capital Canaries)

Apologies for absence:

Johnathon Byrne (elected), Emily Pryor (elected)

1. Welcome/apologies/introductions - EK

EK opened the meeting at 18.00pm and welcomed/introduced the new Panel. 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. Agreeing Terms of Reference and election of officers - ALL

The new Supporter Panel Terms of Reference were agreed and adopted by the group. These can be viewed here: https://files.canaries.co.uk/canaries/supporterpanelTOR.pdf.

Gordon Anderson was re-elected Supporter Panel Chair after running unopposed. Cillian O’Grady was elected Vice-Chair.

4. Agreeing dates for next meetings - ALL

Following feedback from the previous Panel, dates of meetings of the Supporter Panel will be provided in advance. These dates are provisional and are subject to change:

• Tuesday 22nd August 2023, 6pm-8pm
• Tuesday 7th November 2023, 6pm-8pm
• Tuesday 20th February 2024, 6pm-8pm
• Tuesday 28th May 2024, 6pm-8pm

As per the new Supporter Engagement Plan, Executive Director, Zoe Webber, will attend Supporter Panel meetings as the club’s nominated board official responsible for supporter engagement.

5. Women’s Team Carrow Road game - ALL

The Panel was asked for feedback on the previous women’s team game at Carrow Road and for suggestions for the upcoming game against Cambridge United. The Panel was mostly happy that previous suggestions regarding choice of stands and available turnstiles were considered given that the South Stand will be the main stand open for the fixture. Concerns were raised over content and the effects of empty stands behind the goals for match highlights.

The Panel recommended clear signage and signposting to alleviate turnstile queues for first-time fans. The club confirmed it was looking into the possibility of Olympics-style ‘Games makers’ but that these would probably not be in place for September.

The Panel also referenced inviting local football teams to play on the pitch before the game/at half time and the atmosphere prompts used at the previous game.

6. Matchday Review (JB)

James Bemment talked the Panel through an internal matchday review that had taken place at the club by Elliot King (Head of Supporter Engagement) and himself. The Panel was invited to undertake a piece of work to provide supporter insight into this. The Panel agreed to this and will report back on the following areas at the next meeting:

• Matchday content and atmosphere
• Matchday staffing
• Matchday food and beverage

7. Club Strategy – ZW

Zoe Webber presented the club’s 3-year strategy to the Panel and answered questions from the Panel.

8. Match Pick – BF

The Panel raised the Match Pick window and how this is too short. It was also raised that no reminders are given to use the product. The Panel discussed the possibility of a longer Match Pick period or in different windows. The club agreed to explore the possibility of this.

9. A.O.B - ALL

A.O.B points were raised on kiosk queues, stadium WiFi, away fan behaviour and reporting, share updates, the Remembrance fixture, membership packs, Leicester (H) kick-off time and social media abuse.

With no further business the meeting closed at 19.50.