Meeting Minutes of the All Together Town (ATT) Panel – 02.12.2021

Updated: Dec 8, 2021

Thursday, 2nd December 2021 – 19:00-21:00

Hosted Online

Note: These minutes were taken by the Huddersfield Town Supporters’ Association (HTSA), not Huddersfield Town Association Football Club.


Present

Club representatives: Andy Booth (Supporter Services); Mark Devlin (CEO – MD); David Threlfall-Sykes (Director – DTS); Dan Cooper (Ticket Office – DC); Ann Hough (Director – AH); Jonathan Wilkinson (Marketing – JW); Robyn Kennerdale (Supporter Services – RK); Rachel Taylor (Supporter Services – RT)

Fan Groups: HTSA (3); Huddersfield Town Disabled Supporters’ Club (1)

+ Multiple panel members


Agenda

1. Loyalty Scheme

2. Interactions Between Players and Fans After Home Wins

3. Problems with Season Cards and Apple Wallet

4. Ticket Office Twitter Account

5. Online Ticket Management System

6. Catering

7. Update on Club Ownership, Financial Position, and Stadium Ownership

8. Fan-Led Review of Football Governance - Final Report and Recommendations

9. Safe Standing

10. B Team to First Team Progression

11. Environmental Policy

12. AOB


Loyalty Scheme

A panel member expressed disappointment about the club’s decision to abandon its loyalty scheme, especially since the ATT Panel was not consulted on potential options.


DC pointed out that the loyalty scheme remains in place. The points are being allocated from the club’s side, meaning that although fans cannot see or apply their points at present, they are still accumulating them (via away tickets, season cards, and Blue and White Foundation membership). Should the need arise to once again implement a points system (i.e., if away followings significantly increase), the club will be able to do so. DC stated that any future changes to the system will be discussed with the ATT Panel.


Interactions Between Players and Fans After Home Wins

A panel member enquired whether the club would consider encouraging players to celebrate with fans after home wins.


DTS observed that Carlos Corberán has a different temperament to and philosophy from David Wagner. Celebrations are not as organised or deliberate as they were during the period 2015-2019. That said, the management team and players are aware that many fans would like to see more proactive engagement, so this may change in the not-too-distant future.


Problems with Season Cards and Apple Wallet

A panel member said that several fans had encountered a problem with electronic season cards not being accessible via the Apple Wallet shortcut on iPhones.


DC stated that the issue may be related to the latest iOS update (15.1) and will raise it with Ticketmaster.


Ticket Office Twitter Account

A panel member asked whether there were any plans for the Ticket Office’s Twitter account (@htafctickets) to become more active.


DTS explained that the club intends to change the Ticket Office’s account into a general ‘help’ account. This account will answer all non-football related questions. It will be launched the week commencing 6th December.


Online Ticket Management System

A panel member stated that that they had come across various problems when using the club’s online ticket management system.


DC observed that Ticketmaster’s recent technical updates had produced several unexpected bugs. These have been resolved, with functionality restored to the ticket management system.


Catering

HTSA reported that they had received a significant number of complaints about matchday catering since the beginning of the season. In particular, fans have criticised queue management on concourses and the quality of produce on offer, with many saying that, as a result, they have stopped purchasing food and drink in the stadium. Considering this, HTSA asked what steps the club was taking to improve the situation.

DTS confirmed that the club is aware of issues around catering. He stated that many of the problems at the beginning of the season were down to a general shortage of staff in the hospitality sector. DTS further suggested that the club believes the situation has improved in recent months, though not to the standard to which the club aspires.


MD added that the Kirklees Stadium is one of the only grounds in the country that has draught beer available in every kiosk, which can cause unforeseen challenges when it comes to space and service. MD reported that the club has launched an independent review of the kiosk situation (similar to one that he oversaw while at Brentford) to identify potential areas for improvement.


HTSA asked how long the review would take. MD replied that the club hopes it will have concluded by mid-February. RK added that the club will be sending out a survey to gauge fan opinion on catering and other aspects of the matchday experience in the coming weeks.


Following on from this discussion, a panel member observed that many disabled fans have been unable to access the stadium’s catering facilities. MD admitted this was a problem and promised that a resolution is high on the club’s list of priorities.


Update on Club Ownership, Financial Position, and Sta