Supporter Panel Minutes 2025/26

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director), Anthony Richens (Finance and Operations Director), Daniel Houlker (Head of Media & Communications), Elliot King (Head of Supporter Engagement)

Supporter Panel attendees:

Elected members

Russell Blake, Lynne Hammond, Ryan Kelsall, Michele Savage, Caitlyn Winsor-Gray

Supporter group members

Gary Field (Canaries Trust), Nicol Nicholls (NCWSC), Jess Pye (HerGameToo), Ffion Thomas (Capital Canaries), Neville Townsend (Forces2Canaries)

1. Welcome / apologies

The Panel were welcomed by Head Coach Liam Manning and Sporting Director Ben Knapper who then exited before the formal meeting began. The formal meeting opened at 18:05 and introductions were given to new supporter group Panel members Neville Townsend of Forces2Canaries and Nicol Nicholls of Norwich City Women’s Supporters Club. Apologies were given for Kevin James (NCDSA) and Reuben Clarke.

2. Minutes of last meeting

Minutes of the last meeting were agreed by all and are available on the club website.

3. Election of Chair & Vice Chair

As the terms of office for Chair and Vice Chair are for one season an election for these positions took place. Michele Savage decided not to stand again as Chair. Caitlyn Winsor-Gray was the only nomination received for the position and was unanimously elected Chair of the Supporter Panel. Gary Field was the only nomination received for the Vice Chair position and was unanimously re-elected as the Supporter Panel’s Vice Chair.

4. SeatGeek update

The club gave an update on digital ticketing after the first home game Vs Millwall. The club confirmed that there were no technical issues on the day with turnstiles and all supporters were inside the stadium at 15:03. Issues on the day tended to be individual device issues which were resolved at the ticket office or alternative tickets issued for the game.

The club explained it used its communication platforms, as well as £2 promotional beverage offers, to encourage supporters to arrive at the stadium early to prevent potential queues while people got used to the new system and potential teething issues. While this worked well, the club stated that it was concerned that supporters may get complacent for the upcoming Middlesborough game and revert to arriving later, which could result in potential queues.

The club provided the requested statistics for the Buy-Back scheme with 355 tickets placed on Buy-Back for Millwall and 350 sold with around 1900 tickets forwarded digitally. The current figures for Middlesbrough were 123 tickets offered on Buy-Back with 92 currently sold. The Panel thanked the club for providing the figures and passed on the positive feedback in terms of Buy-Back returns entering supporters’ bank accounts. The Club and Panel both agreed that a further communications push on the Buy-Back would be beneficial, including messaging around ensuring your season ticket seat is re-sold or transferred digitally if you cannot attend to enable a better atmosphere, a full Carrow Road and new supporters the opportunity to attend a league game.

Panel members raised separate individual issues that the club will take away and report back on. These included hospitality for the NCWFC Carrow Road game showing as complimentary to season ticket holders, season ticket holders being able to purchase multiple tickets for the Carabao Cup game Vs Southampton, daily wallet update notifications and issues with supporters who have two supporter numbers resulting in issues with junior memberships.

The Supporter Panel wished to place on record its thanks to the ticket office and NCFC turnstile staff for what has been an undoubtedly busy summer and first couple of matches at Carrow Road.

5. Away travel pricing

The Panel commented that they noticed that wording around the club’s coach loyalty scheme had been removed from Club Canary tickets and asked whether this was continuing. The club confirmed that the scheme would continue and that wording would be readded to the tickets.

The Panel also raised that a number of supporters are referencing the cost of away coach travel. The club reiterated that the coach is not run for profit and is run at cost, with several longer distance fixtures making a loss. The Panel referenced other clubs and initiatives for away travel. The club stated that, following previous supporter feedback, it prefers when doing this to subsidise the price of the away matchday ticket instead of the travel to ensure all supporters can benefit and are thanked for their loyalty as not all supporters use club coaches.

It was agreed that coach travel would be added to the action log, and the Panel take this away to provide any suggestions to the club.

6. Sanctions update

The club provided an update on individual sanction matters that had been raised by the Panel. The club thanked the Panel for reporting these incidents by the appropriate channels and encouraged them to continue doing this. The club agreed it could be more proactive regarding its communications for high profile incidents to act as a deterrent and would review its processes.

The club updated the Panel on the installation of new ‘Report It’ signage across the stadium as previously agreed/worked on with the Panel. The club confirmed that is could not put static graphics onto the back of the advertising boards but has increased the number of ‘Report It’ adverts across its digital assets.

7. Stadium & matchday improvements (confidential)

This item was discussed but not minuted.

8. Group reports

Written group reports were received in advance from The Canaries Trust, HerGameToo and Capital Canaries and were taken as read.

9. Action log

It was agreed that the action log would be updated and circulated to Panel members after the meeting.

10. AOB

The following points were raised under any other business:

Panel communications

As a new Supporter Panel Chair was elected, it was agreed that the new Chair would be added to the club’s media/press release distribution list.

Stadium prohibited items

A Panel member raised an existing issue regarding stadium prohibited items, particularly laptops and larger bags when travelling or coming to the stadium from work. The club confirmed it has a stadium bag policy of no larger than A4 but would look into the individual matter regarding laptops and provide a full response to the member.

Panel Chair

Formal thanks were given to the outgoing Supporter Panel Chair, Michele Savage. The club also placed on record its thanks to Michele for all her hard work and positive impact.

Drum at NCWFC games

It was asked whether the drum could come to women’s fixtures at The Nest. The club stated that the drum had been at games before but ultimately this is a decision for The Nest as venue operators. It was agreed that the club would introduce the supporter group with the drum, One City Strong, to the relevant Panel member(s).

NCWFC ticketing

It was raised that there was confusion with women’s team tickets with different supporters being told different information. The club accepted that it was unacceptable for the delay in tickets and that this should have been completed weeks ago. This was attributed to the ongoing launch of SeatGeek and a printing machine that was awaiting replacement. The removal of ‘pay on the day’ at The Nest was also discussed. The club confirmed it would look at this as it agreed it should be offering this for NCWFC games at The Nest.

Platinum memberships

A Panel member asked for an update on the Platinum Membership and when supporters may receive their shirts. The club confirmed that this will likely be in October and that a launch event would take place, although this was dependent on overseas shipping.

Leaked away kit

It was raised regarding the leaked away kit, and the media team were praised for the way they handled this. The club informed the Panel that it had identified the issues that had enabled this and had to bring forward the launch as a result.

With no further business the meeting closed at 20:00. The next Supporter Panel meeting is scheduled for 4th November 2025.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director), Daniel Houlker (Head of Media & Communications), Bonnie Dillaway (Head of Venue Operations), Danny Casey (Head of Ticketing)

Supporter Panel attendees:

Elected members

Russell Blake, Reuben Clarke, Lynne Hammond, Ryan Kelsall, Michele Savage, Caitlyn Winsor-Gray (SP Chair)

Supporter group members

Gary Field (Canaries Trust, SP Vice Chair), Nicol Nicholls (NCWSC), Jess Pye (HerGameToo), Ffion Thomas (Capital Canaries), Neville Townsend (Forces2Canaries)

1. Welcome / apologies

Apologies were given for Reuben Clarke, and it was noted that Kevin James who represented the Norwich City Disabled Supporters’ Association stood down from the Panel on 7th September.

2. Minutes of last meeting

Minutes from the last meeting were agreed and are published on the club’s website: https://www.canaries.co.uk/club/supporters-panel-meeting-20-08-2025.

3. Stadium development

The Panel read a statement at the start of the meeting. This questioned the Panel’s value to the club, with a number of Panel members, in light of recent events, questioning their ongoing involvement.  The Panel wished to have it on record that its involvement within the recent stadium development announcement was not formal consultation, but a presentation of the plans and subsequent meetings regarding messaging of them, as opposed to decision making and direct involvement.

The Panel welcomed the club’s announcement of the pause to the stadium development plans and asked whether the submitted planning applications would be withdrawn. The club stated that no decisions had been made on this at the time of the meeting and that once granted planning permission is valid for three years. The Panel urged the club to provide an update statement on this.

The Panel also expressed the view that the communications around the announcement were inadequate, leaving many supporters disillusioned and disappointed.

The Panel conveyed their disappointment that the survey that went to supporters was not communicated to them and believed that they could have inputted into this to improve the questions. The Panel also thought that the timing of the survey felt rushed and that responses would not be a true reflection of what supporters want as it will be answered in anger and frustration. The club explained that the survey was planned and was explained to supporters at the stadium information evening and said it would look at publishing the survey results where possible.

The club stated that it was reviewing options and that these would be discussed at the club Board meeting in December and would be able to provide more information to the Panel following this. The Panel urged further communication updates to supporters on the next steps of the process.

It was agreed between the Panel and the club that it was important to form a working group to establish next steps and the criteria for moving, including the seating of those with additional needs and circumstances and the logistics for the potential move of supporters in future.

The club confirmed that the season ticket renewal process would occur in its usual timeframe.

4. Memberships/match pick

The match pick for Ipswich was raised by the Panel including that the percentage cap for match pick should be on net tickets rather than the total away allocation. It was also raised that there were minimal tickets which appeared online for group 2 members for the Ipswich fixture. The club informed the Panel that it had identified a loophole in which group 1 members were holding tickets in their baskets and allocating them to group 2 members in their ‘friends & family’ to purchase on their behalf. This made the available tickets appear smaller for group 2 members and the club committed that it would close this loophole in future to ensure a fairer process.

It was also raised by members of the Panel that the overall match pick cap should be reduced for the Ipswich fixture, with 25% being suggested. A Panel member also raised that those in group 1 should be able to purchase ahead of match picks as the available seats for Ipswich were at the back or with restricted views.

The club stated that the memberships and match pick product has always been a supporter-led process and that it was open to suggestions and changes. A survey will be going to all members in the new year, and it was agreed that this would be a good starting point for a memberships working group consisting of Panel members and relevant club staff to address outstanding membership and match pick issues.

On sales dates were also raised as these have often appeared late or wrapped into other club news as opposed to bespoke ticketing updates. The club explained to the Panel that it often must wait on away clubs for information and that release dates are not always in the club’s direct control.

Members of the Panel who attended the recent Platinum Membership launch event fed back on the event. While they stated it was a good event with the opportunity to speak directly to Mark Attanassio, they raised questions of the feedback from fellow supporters of the confusion about the event being open to all Platinum Members as opposed to being via a competition. The club stated that emails should have made this clear, but it would pass back to the memberships team regarding initial communications.

The bespoke Platinum Membership shirt was also raised, with some members of the Panel commenting that the shirt which arrived did not match the original design shown. The Panel also commented on mixed reaction seen online from supporters regarding the colour, sizing and quality compared to other shirts.

It was raised that the club’s recent free Armed Forces & Veterans Membership had seen an increase of over 60 members for the supporter group, Forces2Canaries.

5. Ticketing, SeatGeek & buy backs

The Panel asked the club for an update regarding digital ticketing now that a number of home games have occurred under the system. The club stated that the majority of teething issues had been resolved and that entry delays and queues are largely owing to supporters arriving to the stadium close to kick off. A member of the Panel commented that they are still receiving regular digital ticketing updates via their device of which the club stated that this is a known global issue with some Samsung devices, of which the ticket operators are working on. The Panel suggested that now digital ticketing is four months in, that the club could publish some information on common issues and resolutions of which the club said it was planning.

The club said it has been in contact with SeatGeek throughout the process and reported that SeatGeek were positive about the rollout and believed the club were faring better than other clubs at similar implementation points, especially given the turnaround and numbers involved.

A Panel member commented that queues seemed to be exacerbated by bag checks which delayed queues for those not in need of a bag search. The club acknowledged this and said it has looked to streamline this in areas it can, but that it was not possible at every turnstile, owing to space and workforce capacity. It was accepted that, as the club largely employs its own stewarding workforce over agency staff, that recruitment was an issue, particularly over the summer months, but that it was working to deploy available staff at pinch point areas.

Regarding buybacks, it was raised that since the switch to SeatGeek, that there is no explanation of what buyback is and how it works. The club agreed to update this on the website. The club presented buyback and forwarding figures to the Panel and said it was working on an idea to incentivise early returning of tickets.

On women’s team fixtures at The Nest, it was raised regarding the lack of pay on the day this season. The club stated that it prefers supporters to book online so it knows who is attending the fixtures to help grow the game and audience. However, the club confirmed that it would have in place the option for card payments for pay on the day at the next fixture.

It was also raised that Brighton tickets for the League Plate fixture were not on the website or posted on social media until 5 days before the fixture which members of the Panel thought was too late given that season ticket holders have to purchase tickets separately. The club stated that it would look to see if it is able to place all Nest fixtures on sale at once, so they are always available as the fixtures are less likely to be move or rearranged.

6. Women’s team communications

It was raised whether the club can do more to raise the profile of the women’s team players, including birthday graphics and injury updates on social media. It was suggested that the club try and replicate anything it does for the men’s first team and do the same for the women’s team. The club agreed to pass the feedback onto the women’s football media lead.

It was also raised regarding the camera for replays as a member of the Panel said two goals were missed from the previous fixture. The club conceded that the camera is not the best as the primary function of the camera is for analysis. The club said that this is an area they are looking into improving as part of the women’s team strategy.

Given the growing attendances at The Nest and the recent record attendance, it was suggested by members of the Panel for the club to do a capacity activation in attempt to fill The Nest. Fulham was given as a suggested fixture for this.

7. Post-match surveying

The Panel asked for trends of its matchday surveying and what happens to the data. The club informed the Panel that the information is collated internally alongside its complaints information to make improvements across the stadium, with recent examples of this being the installation of bird netting and waterproofing the stadium which occurred over the summer. Recent themes included:

• Ticketing and stadium entry including issues with digital ticketing and delayed entry
• Team performance
• Food & beverage including lack of continuation of the £2 drinks offer, queues and pricing
• Facilities including lack of toilets and general concourse areas and the PA system
• Entertainment including music being too loud and the big screen not rotating
• Fan behaviour/stewarding including individual reports, swearing and vaping.

The club also talked the Panel through some of its NPS scoring from its surveying, including:

• Average number of responses per game this season: 531 (last season 336)
• Average NPS score this season: -13 (last season +39 for all wins and +9 for all losses)
• Best NPS score this season: +16 (Middlesborough)
• Worst NPS score this season: -56 (Wrexham).

8. Bag policy & prohibited items

The club’s bag policy and prohibited items list was raised by the Panel owing to the differing sizes listed on the website, as well as laptops being prohibited items. The club stated that the sizes listed are transitional and that a review would occur at the end of the season and any size changes communicated. Laptops have always been listed as prohibited items owing to security reasons and us following other stadiums and venues across the country. Increased checks may have brought this more into focus and the club reminded the Panel of its drop off point for large bags located on the South Stand car park.

9. Celebration of Life

The Panel asked if the club would be doing its celebration of life fixture again this season. The club stated that this would happen again and that it is currently in the planning stages. It is likely that this will be the fixture Vs Stoke City on 4th January with further information being communicated to supporters on club channels later in the month.

10. Action log

This will be reviewed at the next meeting.

11. AOB

AOB points were raised on the following points:

On pitch performance

While it was acknowledged that the Supporter Panel is predominantly a forum for discussing off field matters, it was raised regarding recent results and performances. The club reassured the Panel it was conscious to the current situation and was aware of the current feeling in the fanbase. A member of the Panel also wished to stress the importance of the women’s team and wanted an assurance that the women’s team would be safeguarded should the men’s first team be relegated to League One which the club noted.

Fan protests

The Panel asked about the ‘tennis ball protest’ at the Hull City game and whether the five individuals involved would receive club bans. The club informed the Panel that this would go through its internal process in-line with its Sanction Tariff and that a meeting was due to occur on Wednesday 5th November.

Working groups

It was asked whether a list can be drawn up to keep track of the various working groups which the Supporter Panel sit on and assist with. It was agreed that this would be an agenda item at the next meeting.

Seat numbering

An update regarding seat numbering was sought by the Panel. The club stated that it had purchased new stickers and would be rolling this out in the coming weeks. However, it was acknowledged that numbering can be an issue with weathering and damage.

Season ticket renewals

As the next meeting is scheduled for February, the panel sought assurance that the club would consult on season ticket prices ahead of this. The club committed that it would arrange a separate meeting should there be a change to season ticket pricing.

With no further business, the meeting closed at 20:11. The next meeting of the Supporter Panel is scheduled for Tuesday 3rd February 2026.

………………………………….

Panel statement

“Before we begin today’s agenda, I want to take a moment to reflect the general feeling across the panel. There’s a shared sense of deflation — a feeling that we’ve been fed to the wolves over a decision we had no say in. The difference between being consulted and being presented to has come up repeatedly in our conversations, and we’ve been clear about the emotional impact and the pressure of tight timescales.

While we appreciate that the stadium improvement plans have now been put on hold, we feel it’s important to have it formally recognised — and minuted — that the panel had no deciding role in the original plans. That lack of involvement leaves us questioning our purpose here.

It’s worth remembering that we volunteer our time and energy in this role because we care deeply about the club and its supporters. We want to contribute meaningfully, not just react to decisions already made.

We do have a packed agenda today, and we’re committed to engaging constructively with all topics, including the stadium improvements. But it felt right to start by voicing the panel’s collective sentiment, and to ask for accountability moving forward”.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director), James Hill (General Counsel), Elliot King (Head of Supporter Engagement), Jake Parish (Paralegal)

Supporter Panel attendees:

Elected members

Reuben Clarke, Lynne Hammond, Michele Savage, Caitlyn Winsor-Gray (SP Chair)

Supporter group members

Gary Field (Canaries Trust, SP Vice Chair), Nicol Nicholls (NCWSC), Jess Pye (HerGameToo), Ffion Thomas (Capital Canaries), Neville Townsend (Forces2Canaries)

1. Welcome / apologies

Apologies were given for Russell Blake and Ryan Kelsall. Before the formal business, the Panel wished to place on record its thanks to the club for the tribute to Jim Davies which the club said it would pass onto the relevant individuals. The Panel also wished to address the previous meeting and to draw a line under recent events and move forward together in a positive manner.

2. Minutes of last meeting

Minutes of the last meeting were agreed and are available online: https://www.canaries.co.uk/club/supporter-panel-minutes

3. Shareholder matched bargain facility

The Club gave a proposal for a Matched Bargain Facility, to help those looking to buy or sell shares in the Club to connect, as the Canaries Trust no longer operates their Matched Bargain Facility. The Club proposed that prospective buyers and sellers will be able to register their details and interest in advance of quarterly matching periods. In which, the Club would then match buyers and sellers who meet each other’s requirements. Then, with permission and in line with the Club’s privacy policy, share buyers’ details with sellers they have matched with and vice versa. The Club will produce and publicise guidance on the process of negotiating, transacting, and registering the sale with Equiniti. The Club will not be involved in the process beyond matching buyers and sellers, following the guidance will be entirely optional.

Panel members asked how buyers and sellers will know the correct price for shares. The Club will calculate the average price per share of all Club shares traded for consideration in the last 12 months and put this on the Club website, as well as minimum and maximum prices.

The Panel requested some time to analyse the proposal and will send the Club their comments.

4. Former player support

Following the recent departure of several Academy players, the Panel asked the club what support and services they have in place following the termination of youth contracts. The club confirmed that this is a part of its Safer Sport strategy and that it has an Academy Alumni Coordinator with all released Academy players from 12 years of age being eligible for its alumni programme. The alumni programme is an offer of three-year support including wellbeing and alternate pathways, including via its Foundation. However, it was noted that the support is usually not taken up if scholars or under 21s move elsewhere in football. The club also stated that it has a policy of being transparent as early as possible and will work with players in the run up to their release and link into other clubs to source different opportunities and trials. It was also noted that the PFA provides bespoke support to current and former players.

It was asked whether support is provided to very young players following stories heard in the national media. The club stated that it has teaching teams and that it works with all stakeholders and parents. A Panel member asked that now the club has contracted women’s team players whether they are eligible for support which the club said it was, with the club also wanting to include a specific women’s team player care officer in the future as it progresses.

5. Digital ticketing & FA Cup queues

Stadium entry queues were raised for the FA Cup fixture Vs Walsall. It was observed that queues were larger than normal and asked whether all turnstiles were open. The club confirmed that all available turnstiles were open, except for one for a period owing to a maintenance issue. The club explained that as the upper tiers were closed for this fixture, it may have appeared that turnstiles were closed, but these were upper tier turnstiles which were not in use.

The club confirmed that it had no technical issues on the day and that cup audiences tend to be new supporters who arrive later and who are not familiar with the ticket process or prepared to enter the stadium. The club said that it would be producing direct communications to first time purchasers for the upcoming West Brom fixture as well as reminders to arrive earlier and will look to bring in more support staff to assist supporters with preparing their tickets for stadium entry.

6. Ticketing (offers, on sales dates, age ranges and Ipswich)

Following a previous meeting with the Panel on 19/01/26 on the season ticket renewals process, the club gave the Panel advance sight of its proposed communications for this. The Panel agreed with the overall sentiments and were invited to provide detailed feedback with the club looking to announce on 5/02/26.

The Panel asked for feedback on a recent youth ticket offer in which it ran for the Oxford evening game and whether the club would be repeating this. The club stated that this had gone well and that it had been working on other promotions in order to maximise the sales of casual tickets, particularly following the late return of away allocations or for evening fixtures.

On sales dates were raised, particularly on the late notice of these with the West Brom away game being highlighted. The club agreed that it was important to give supporters as much notice as possible but does have to rely on the away club for the information. The Panel asked for direct communication to members once the on sales graphic is updated with the club agreeing to pass all feedback onto the communications team. The club also confirmed to the Panel that it would close a loophole previously brought up by the Panel regarding Ipswich tickets and would enforce this for when home tickets go on sale for the April fixture. The club agreed to a separate ticketing meeting to discuss an issue raised regarding the ticketing system’s ability to automatically select age ranges upon purchasing.

7. Platinum membership

The Panel raised the recent Black Friday offer of having a signed members shirt if bought in the Black Friday sale period. The Panel explained that this offer didn’t sit right as they had only just received their shirts in October despite purchasing these in the summer. It was accepted that this was more of a timing issue and the club stated that this would be rectified and taken as a learning for any future membership shirts as shirts would be available shortly after purchase rather than the longer lead time. The club explained that it typically offers discounts on memberships across Black Friday with little take up and wanted to try an alternative offer. The Panel wished to express to the club the importance of signed shirts to supporters which the club accepted.

8. PA system

The quality of the PA system was raised by the Panel. The club stated that it was aware of the ongoing issue and that final infrastructure works including cabling, ducting and servers would be completed by February 2026, with a CapEx request being submitted in this financial year for front end hardware for installation in the close season. The club explained that it has been using its survey and complaints data to prioritise issues, with bird netting and roof leaks addressed in the summer, and it was now focusing on the PA system given supporter responses across its feedback platforms.

9. Panel composition / rotation

The club asked the Panel in advance for its thoughts on the future composition of the Supporter Panel following the expected rotation at the end of the season. The Panel had mixed thoughts but agreed that rotation was a positive thing. The club stated that it is minded to increase the number of elected individuals and reduce the number of supporter group representatives owing to the depth of groups. It was agreed that different perspectives are positive and that groups have integrated well and work well as a collective. It was suggested to instead keep the numbers fluid and not specify numbers to find the best composition for the Panel at each time. It was suggested by one Panel member that the club may wish to incorporate its EDI strategy and have designated seats on the Panel. The club stated that it will continue to liaise with the Panel on the matter and will provide details of its plans once finalised, with the club ideally looking to seek new members of the Supporter Panel following the end of the season. It was also suggested that the current Chair have their term extended to act as interim until a new Chair is elected in the new season.

10. Use of social media / ‘X’

A Panel member raised the club’s continued use of the social media platform ‘X’ and concerns highlighted in the media around the AI tool ‘Grok’ undressing individuals and asked what support and safeguards the club would provide to anyone affected. The club explained that it is up to individual supporters on whether they use the platform or not and that any concerns should be raised with the platform or with the police if necessary – it also highlighted recent steps taken by the government in relation to this.

It was agreed that the club would ask the Foundation whether there is scope to include a cyberbullying charity in the Support Hub on matchdays. The club reiterated that the platform remains an important communication tool, with 820,000+ followers across the globe and with no other platform being able to replicate its Supporter Relations help account for fan queries (@NorwichCityHelp). The club will continue monitor what guidance might come from the EFL in relation to the platform and the use of alternatives and ensure content is accessible across its platforms.

11. Mystery shopping

The club asked the Panel if it would take part in mystery shopping. Anyone interested is to make contact with the club to be provided with the necessary document and food voucher.

12. Action log / group updates / AOB

The action log was reviewed and updated. Group reports were taken as read. The following points were raised under any other business:

Gunn Club passes

It was raised by the Panel that Gunn Club members had to pay for entry for the FA Cup fixture Vs West Brom and day passes are the same price as the match ticket. The club confirmed that this was the case and that seasonal passes and hospitality packages are for the scheduled 23 home league matches, with other matches having to be purchased separately. The club explained that day passes are usually priced at £20 but had been reduced to £10 for this fixture and that it still had costs to open and staff the Gunn Club. From its benchmarking, the club believed that the Gunn Club was one of the cheapest GA+ options in the Championship at just £6 per game with the annual pass, and said that hospitality offerings will be reviewed at the end of the season.

Next meeting

The next meeting is scheduled for June. It was suggested that the date be brought forward. The club will provide the Panel with some suggested alternate dates.

Memberships working group

The Panel asked if there was a date yet for the next memberships working group. The club stated that its memberships survey had just closed and that it is now analysing the responses. The club will provide a date to the Panel once responses had been analysed, likely to be towards the end of February/start of March.

Women’s team shirt printing

It was raised that there is no squad list for the women’s team in the club shop for shirt printing. The club agreed it would investigate this and provide further training to shop staff if required. It was also raised on whether the club could do shirt printing offers for new players as per the men’s first team which the club said it would raise with the retail team. League badges/assets and lettering was also raised and the club said it would raise with the women’s football department and the FA Women’s National League.

NCWFC stakeholder engagement evening

A Panel member wished to thank the club for its recent women’s team stakeholder engagement evening, stating that it was positive to be included in the shaping of the future development of the women’s team.

NCWFC/MK Dons coach travel

It was raised that there is no accessible coach seating for the upcoming Norwich City Women’s fixture Vs MK Dons. The club said it would investigate this and wanted its travel to be inclusive for all.

With no further business, the meeting closed at 20.03. The next meeting is scheduled for 2nd June 2026 but it subject to change as per the minutes.

Chair

Elliot King (Head of Supporter Engagement)

Attendees

Norwich City FC attendees:

Zoe Webber (Executive Director), Elliot King (Head of Supporter Engagement), James Barton (Head of Data & Insight)

Supporter Panel attendees:

Elected members

Russell Blake, Reuben Clarke, Lynne Hammond, Ryan Kelsall, Michele Savage, Caitlyn Winsor-Gray (SP Chair)

Supporter group members

Gary Field (Canaries Trust, SP Vice Chair), Nicol Nicholls (NCWSC), Ffion Thomas (Capital Canaries), Neville Townsend (Forces2Canaries)

1. Welcome / apologies

It was noted that Jess Pye (HerGameToo) resigned from the Panel on 06/05/2026. The club accepted this resignation with immediate effect.

2. Minutes of last meeting

Minutes of the last meeting were agreed and are available on the club’s website: https://www.canaries.co.uk/club/supporter-panel-minutes

3. Ticketing, memberships & buybacks

The club and panel held a previous working group on ticketing, memberships and buybacks on 5th May 2026. The club presented data to the Panel on its midweek attendances and the difference compared to weekend kick-offs. The club explained that it faces many challenges for midweek games including increased game availability on the red button, weather/winter and child and elderly attendance among others. The club therefore informed the Panel that it was seeking to be more flexible with the pricing of these games to attract the next generation of supporters. The club has previously been wary of going below the pro-rata season ticket price but explained that games are priced differently and presented an example of reduced pricing for midweek games added with average casual season ticket prices for every home game which maintained the value of a season ticket. The Panel were comfortable with prices going below the pro rata season ticket price, providing that the rationale was improving midweek attendance and atmosphere and that it is clearly communicated at the start of the season that not all games are considered equal in value. The Panel were also agreeable to moving away from fixed price bands and instead communicating prices “from” to allow more flexibility throughout the season.

The club explained that buybacks were not currently working for the club and in some fixtures, the club had lost money on them. The club wishes to maintain the buyback function but was considering resale only pricing and limiting buyback credit to spend at the club. The Panel were supportive of resale prices being set at a fixed amount, if resale seats are clearly distinguished from normal sale seats. The Panel also agreed that they were comfortable receiving the refund as account credit instead of cash back to their bank account, provided it could be used against the cost of their season ticket for the following season or if it could be spent elsewhere in the club, not just ticketing. The club also stated that it would look to release all buybacks 3 days before the kick off, however it was raised that supporters make plans more than 3 days out and instead it should be flexible and a minimum of 3 days instead. The Panel encouraged clear communications to supporters for any changes to buybacks and ticketing.

The club presented plans for a loyalty card which could be linked to buybacks as well as other spend at Carrow Road. While this would be optional for fans, it would create better rewards for buybacks and credit would be able to be spent across the Carrow Road estate. The Panel asked the club whether any credit checks would be required for this, to which the club informed that it wouldn’t as it would be the supporter pre-loading a payment card. It was also asked whether children could hold cards, the club confirmed that they could, but this would be linked to an adult account. Questions were also raised regarding account credit in the event of a supporter death, linking existing season ticket and member discounts and cutoff deadlines for rewards, to which the club said it would take away.

The club showed the Panel the new Platinum Membership shirt. The Panel liked the shirt and were pleased the club took the Panel’s previous suggestion to have the shirt available at the time of purchase with actual images, rather than a delayed delivery as per the first year of the membership. The club explained that it had also acted on feedback to reduce the match pick allocation percentage and was looking into match pick and group 1 parity. A member of the Panel commented that they believed the match pick allocation percentage was still too high, to which the club informed that it is reviewed at the end of every season. Operational issues were raised in relation to the membership launch. The club said it was aware of the technical issue which did not include cup games towards away groups and has resolved the issue and was contacting those affected informing them if there is a change to their group as a result. It was raised that the Armed Forces Membership had to be renewed and was causing purchasing issues against other memberships. The club informed the Panel that the Armed Forces Membership would be renewed automatically and those who already hold one will not need to reapply but will receive a new card as benefits run seasonally. It will take away individual issues as the system should allow those with the Armed Forces Membership to also hold other memberships. The Panel asked around auto-renew and the process, particularly around payment. The club stated that those who had opted for auto-renew had been contacted and had the process explained to them and that money has not already been automatically taken but instead would be taken on the 14th of the month.

4. Granicus platform

Following the announcement that previous stadium plans announced in October 2025 were paused, the club informed the panel that it is working with Granicus which is an engagement platform. This platform is used by councils, including Norwich City Council, as well as the Independent Football Regulator and will host future club consultations. The platform, NCFC Engage, will be launched in the summer and communicated to supporters in due course.

5. NCFC 125 anniversary

The club presented elements of its plans for the club’s 125th anniversary.

6. Gunn Club

The Panel believed that communications relating to the Gunn Club changes arrived too late, with reports that some members did not receive communication of the changes or did not receive the survey. The club confirmed that communication was sent to all Gunn Club members to the contact information provided on the supporter’s account. The survey for the Gunn Club was sent to Gunn Club members in May 2025, with responses being taken into consideration as part of the plans. The club explained that it was aware that not everyone in the Gunn Club would want the changes, which is why it provided the alternative venue of Yellows and similar price point. The club provided an update to the Panel on the current sales figures for NR1, NR1+ and The Gunn Club at Yellows.

7. Staff redundancies

A Panel member raised staff redundancies and whether the club was providing support. The club explained that it had retained its Premier League staffing levels during its time in the Championship, but following the withdrawal of parachute payments has now had to review its staffing levels. The club confirmed that other options were offered ahead of redundancy including voluntary redundancy and recruitment freezes. It was asked whether further redundancies were due and it was urged that fundamental roles remain to not affect supporter experience. The club explained that redundancies are minimal and that restructuring is in process to help improve supporter facing services.

8. Match bargain facility update

The Panel asked for an update on the match bargain facility discussed at the previous meeting. The club confirmed that this is operationally in a position to be rolled out, but that it was awaiting on associated matters before launching.

9. Released player support

Assurances were sought that the club was providing support to women’s team players which had recently been released. The club confirmed that is always here for its former players and that it had released players in a personal manner with open dialogue. The club reiterated its previous response given on this topic at the last meeting and agreed for the club representative responsible for player care to reach out directly to the Panel member to discuss in full.

It was also raised that supporters were disappointed there hasn’t been a promotion party for the playoff win. The club explained that it did not feel right after the departure of the Head Coach and players who had been released, but that it was looking to host an event towards the start of the season.   

10. Carrow Road pitch hire

The cost of pitch hire was raised by a member of the panel who believed it was pricing out non-corporate fans and fan groups. The club said it would review pricing ahead of next season.

11. Pre-match entertainment

The Panel raised whether ‘The Canaries’ song re-introduced as part of Retro Night would be continuing into next season. The club stated that it will review all matchday content ahead of the new season but sought the Panel’s steer on this which was mixed.

The club asked the Panel for ideas on what they would like to see to improve pre-match entertainment. It was raised by a Panel member whether the club can include more fan imagery, particularly flag displays in content, which the club will pass onto the content team. The Panel raised that half-time entertainment should be improved and alternate to the Regency Security Stand side. The club confirmed that The Barclay End is chosen for half-time entertainment as our team warm up the end of the Regency Security Stand at half and to not disrupt this.

12. Supporter queries

The following queries were raised from supporters directly to the Supporter Panel. It was agreed that this would be a standing agenda item going forward:

Coach travel

A supporter asked the Panel to raise coach pick up points with the club. The supporter wished to raise that given recent travel works and disruptions that diversions are significantly impacting the majority of supporters for the benefit of minor numbers of passengers needing the non-Carrow Road drop off. It was also raised that there are often no shows at the pickups points causing further delays. The Panel agreed with the sentiments and said that coach pickups should be from Carrow Road only. It was also suggested that affected supporters could be put in contact with unofficial coach travel groups that exist for away games. The club said it will review the numbers and make a decision ahead of the new season and communicate if there are any changes to coach pickup points. The Panel also reiterated the news story of Lincoln coaches being turned around due to alcohol consumption and suggested that the club reiterated this in any coach messaging ahead of the new season.

Professional basketball

A supporter asked via the Supporter Panel whether the club would be looking into a multi-sport model, including basketball given the rise of the game and community. The club stated that it was not considering this model at this time.

13. Panel rotation

Following feedback from the Panel, the club confirmed that it will seek the addition of 8 new elected members and 1 new supporter group to form the new Panel. The club will announce the process for new supporters to apply to join the Supporter Panel in due course.

14. A.O.B / action log

The following point was raised under any other business:

Panel departures

The club thanked the Panel for their work across the season and their time on the Panel. This was reiterated by members of the Panel to each other, including the outgoing Chair and Vice Chair.

With no further business, the meeting closed at 19.43. The Panel will remain on an interim basis until a new Panel is formed ahead of the new season. Dates for future meetings will be agreed with the new Panel once formed.