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Charter Report

Posted on 20 November 2002  - 12:00

Tottenham Hotspur (Spurs) Football Club is located in North London. The club is also known as Spurs. Tottenham's home ground is White Hart Lane. The club motto is Audere est Facere (To dare is to do).


This report reflects our work in relation to our 2001/02 Charter and to the agreed recommendations of the Football Task Force of 1998. Our Charter is available on our website and on request from the Club.


The Club developed wider access to matches in a number of ways. In particular, we broadened our range of ticket prices:

Games were split into two price bands, Standard and Premier, with the Premier games being those against Arsenal, Chelsea, Fulham, Leeds United, Liverpool, Manchester United and West Ham United.

· Adult ticket prices ranged from £22 to £55, with seats for children costing between £11 for Standard games and £14 for Premier games.
· There were a number of seats in the East Stand with a restricted view of the pitch and these were offered with discounts of between £3 and £5.
· More than 41% of our capacity was available to non-season ticket holders: within a total capacity of 36,238 we sold 21,352 season tickets.
· Tickets were offered to junior and senior citizen members at a concessionary rate of 50% in all of the North Stand. The North Stand is a family stand where family groups and juniors who are Members can purchase their seats.
· We also designated six games per season as “Family Matches” to enable more children to attend. For every adult ticket purchased, two child tickets could be bought at half-price.
· Supporters in wheelchairs were offered tickets at £22 for Standard games and £27 for Premier games.

This season we introduced a new policy of not allowing smoking during play in all stands (seating and concourse areas). Following a recent poll on our website, we have decided to introduce two areas which will be completely no smoking from next season.

No games were abandoned. The referee called off our game against Bolton Wanderers 30 minutes before kick-off due to adverse weather conditions. Refunds were offered in exceptional circumstances but all tickets were valid for the re-arranged game and if supporters could not make the new date, they were offered tickets for another game which was of the same value.

Disabled Facilities
The disabled co-ordinator could be contacted Monday to Friday on telephone: 020 8365 5161 or fax: 020 8365 5101. We also employed two full-time members of staff who could use sign language. We provided 49 spaces for wheelchair users and 18 seats for ambulant disabled fans, each with a seat for a personal assistant.

· This season saw the number of disabled season ticket holders increase to 98. In response for the new 2002/03 season, Shirley Osborn is our new named contact for supporters with disabilities and can be contacted Monday to Friday on 020 8365 5161 or

· Up to 10 wheelchair spaces were allocated for away fans in front of their own supporters and these were allocated to supporters by the visiting Club.

· All spaces were covered and dedicated refreshment facilities with lowered counters were provided for all supporters in wheelchairs. Three of our stewards have been trained in sign-language.

· Visually impaired supporters could access commentary from any part of the stadium via a beam system. Supporters booked headphones in advance, and stewards brought the headphones to the supporters in their seats. Six headphone sets were available and another six have been ordered for next season. The ticket office used a ‘talk type’ system for fans who were hard of hearing.

· Car parking was available for supporters in nearby schools on a ‘first come first served’ basis and we arranged two drop off points for those in wheelchairs. Stewards were then on hand to assist supporters in to the stadium. The car parks were operated by the schools who charged a nominal fee.

· Coach companies carrying disabled supporters to away matches provided wheelchair lifts.

Cup Ticket Prices
When we played Tranmere Rovers in the 5th round of the FA Cup we reduced our prices to £30 for adults and £15 for children in the East and West stands and £20 for adults and £10 for children in the North and South stands. This game and our 4th round FA Cup match against Bolton Wanderers were designated family games where special family concessions were offered.

Refunds were offered in exceptional circumstances.


This season, as a result of feedback from supporters, we introduced a new loyalty scheme for away supporters.

We charged the visiting supporters the same prices as home supporters for comparable accommodation. Concessions were offered to juniors and seniors of both home and away supporters.

3,000 tickets were offered to visiting Clubs in accordance with the Premier League Rulebook.


Details of all membership schemes were available in leaflet form and on our website.


This season our main focus was on improving our relationship with our supporter base. We began to involve the fans more in shaping future policies through meetings with supporter groups, comprehensive operational reviews, surveys and polls.

Meetings with Supporters
We met with the Tottenham Hotspur Supporters’ Trust on:

· 31 January 2002
· 3 April 2002
· 1 May 2002
· 15 July 2002

Our F.A. Premier League supporter panel took place on 2nd March 2002. Topics covered included merchandising, sponsors, catering and Club communication.

Ticket Office Reviews
The Tottenham Hotspur Supporters’ Trust conducted a review of our ticket operations. We then appointed Deloitte Consulting to carry out a comprehensive independent Ticket Office Review. Following the two reports, we made a number of key changes. We created a loyalty scheme, sub-contracted call centres to help during busy periods, and installed an on-line reservations system to help with the volume of calls. We are currently compiling a Ticket Charter to ensure that supporters are aware of our policies.

Catering Feedback
We ran an open-ended poll on our website, inviting fans to write in with any comments or suggestions. As a result, our Catering Services Manager is working closely with the caterers to:

· Structure staff training sessions
· Have more senior managers on site
· Increase stock levels
· Erect shelving around the service areas (for fans to rest their purchases)
· Change the product lines to improve the range and quality

Disabled Supporters Poll
This season we wrote to every disabled supporter on our database to ask their opinion on our facilities and find out if they wanted to form a Disabled Supporters Association. The two main issues were the demand for on-site match day parking (which we are currently trying to source for next season) and an agreement that a number of fans do want to form a Disabled Supporters Association.

Website Design Poll
We conducted a website design poll to enable the fans to tell us how they would like us to improve our website, and as a result we received over 100 useful responses. Two main concerns were raised; the download time of our website, and the speed with which the site was updated. We tackled both these issues by launching a brand new website on 25 July which has a faster down load time and clearer links to our information.


Charities Policy
Our policy with regard to charities was to offer support to local registered charities and causes where possible. We are considering nominating several charities for the coming season. We also offer facilities and match tickets to children in local hospitals; for example if an executive box was free, we offered the places to children from the local burns unit.

· On 2 June we hosted a Variety Club of Great Britain fundraising World Cup Breakfast at White Hart Lane.

· On Thursday 16 May we provided a free room for the ‘Legends of ’66 Lunch' in aid of The Orchid Cancer Appeal. Members of the 1966 World Cup winning team and guests of honour attended.

· Rather than encourage player visits to community groups or schools, we arranged for events to take place at the training ground. This meant that children could meet the players in a safe and controlled environment and priority for this was given to local charities and schools.

Football Aid
This season a total of £49,900 was raised over the course of two Football Aid events held at White Hart Lane.

A total of 31 Tottenham supporters paid to play at White Hart Lane in a specially arranged game, with Gary Mabbutt and Martin Chivers captaining the teams. In addition to this, box holders and corporate guests came to a social event attended by many of the senior squad and legends from the past including Club President Bill Nicholson. At the event we held an open-bid auction of items such as a training day with the team, a holiday, and a signed shirt to help to raise the money for Football Aid.


The Prince’s Trust is the UK’s leading youth charity, enabling 14-30 year olds to develop skills to move forward with their lives. Through a nationwide network of programmes, The Prince's Trust offers young people a range of opportunities, including training, educational support, personal development, business start-up support, mentoring and advice.

The Prince’s Trust helps young people who are unemployed, underskilled, within or leaving the criminal justice system, leaving care, disabled, parenting alone, facing discrimination or lacking in confidence, support and motivation.

The Club has formed a partnership with Haringey Youth Service, who deliver The Prince’s Trust Volunteers Programme in the Tottenham area. The Programme is a twelve week personal development course for young people aged 16 to 25, enabling them to learn new skills, gain qualifications and develop confidence to help them through life and into work. The Programme has a focus on team-building and community involvement, and each programme usually has between 10 and 15 Volunteers and is led by a full-time Team Leader.

During the last year the Club has supported over 40 young people on 3 teams of volunteers. Our objective has been to help raise the profile of the Volunteers Programme amongst young people in the Tottenham area, and to contribute to the delivery of challenging and high quality programmes.

Examples of support provided by the Club included:
· Stadium tours for each team supported by the club
· Use of the study support centre for job searching using the internet
· Signed shirts for each team supported by the club
· A venue for each team’s final team presentation, including catering
· Editorials and adverts in match day programmes
· Use of the club’s logo on promotional literature, invitations etc
· Match tickets when available

During 2001/02 projects completed by Prince’s Trust Volunteers for the benefit of the local community included organising a series of activities for MENCAP including a trip to the cinema, bowling and organising lunch. Another team’s project involved rejuvenating a local school garden. To accomplish these projects the teams had to raise the funds and carry out the work themselves. Fundraising activities including raffling the signed shirts given to them by the club, sponsored bike rides and walks, organising a car park facility for the club for which supporters were charged an entrance fee. Community projects are an important component of the programme with each team member contributing as much as £1,000 worth of work back into the community.

The percentage of volunteers, who went on to employment, further education or training after completing their programmes in the London area was 70%, matching the national average.

Tottenham Hotspur was one of two football clubs who supported Rotary Watches and The Trust’s ‘Turn Your Life Around Campaign’. Glenn Hoddle, Teddy Sheringham and many other players at the club showed that their skills extended beyond the pitch by painting plates, which were then auctioned raising nearly £9,000 for The Trust.

The Prince’s Trust has entered a long-term partnership with The F.A. Premier League and The Football Foundation, and more than 40 football clubs including Tottenham Hotspur are committed to supporting the work of The Prince’s Trust next season.


Our FITC team ran a variety of community based programmes:

Haringey Regeneration Projects
These were curriculum-based projects funded by the Single Regeneration Budget. A total of 1,440 boys and girls from 4 Primary Schools took part for 14 hours per week, 39 weeks of the year Children were given football coaching in basic skills to develop their confidence and boost their self-esteem.

New Deal for Community Project
This project involved 1,920 children from 6 Primary Schools, for 12 hours per week, 39 weeks of the year. Children were given basic football coaching, including ball skills and team skills, to help build confidence and self-esteem. There was a broad ethnic mix of children taking part in the project.

Disability Programme in Haringey
Sponsored by Barclaycard, the aim of this programme was to encourage children through participation and inclusion in sport. An educational programme ran along side the coaching at each school.

The programme ran all year, once a week, every afternoon. Every two weeks the children would come to the Club and participate in our maths trail, after which all disability groups came together and played a tournament.

Maths Trail Education Programme
This aims to improve maths skills in children utilizing the resources of the football club. Children were invited to complete maths tasks around the stadium. 20 schools from Haringey and Enfield took part for two hours a week for 5 weeks and the programme also included football coaching.

Tournaments with McDonald's, C.I.S. and Railtrack
The tournaments operated as an incentive for children to perform well at school. Children from 14 local Haringey schools were selected by their teachers to take part as a reward for their achievements.

Peace Week
We brought together teams from all the local schools, community groups, churches, and police to play in a tournament. As the children came from a variety of backgrounds, it served to break down barriers between multi-ethnic groups. We hosted the event in our ball court with 100 children taking part each day for five days. Peace Week was funded by Railtrack.

Holiday Courses
School holiday coaching courses were held at several venues across North London, Hertfordshire and Essex for children aged 6-14. A total of 56 courses were held with an overall annual attendance of approximately 2,240 children. The children were taught football skills and play mini competitions in a fun environment.

Tackling Trouble Together
Tackling Trouble Together, a joint initiative with the local police force and backed by Haringey Council, was launched in 2001. The aim of the initiative was to introduce a ‘zero tolerance’ policy in tackling racism at the ground and to work together to address crime and abusive behaviour. The Club produced anti-racism articles in their matchday programme, made announcements on the large jumbotron screens and PA system and gave out stickers to supporters at the ground.

The following list contains estimated numbers of the youngsters who have taken part in Tottenham Hotspur’s community programme and may have been at risk of offending.

Holiday courses per year 56 2,240
Curriculum 15 schools all year 5,400
Curriculum 30 schools 6 weeks 3,600
After school 20 schools 900
Tournament 20 x 60 children each 600
Evening Courses 18 weeks x 3 nights 800
Youth Centres 7 centres x 4 weeks x 2 nights 1,500
Saturday clubs 150
Total 15,190

In addition to this, we recorded 7,020 Training Club visits by youngsters to Tottenham’s indoor ball court and 7,000 youngsters viewed games at the Club when we provided them with free tickets to F.A. Youth Cup, Premier League, and Worthington Cup matches.

5,000 free tickets to Cup Games were given to children from the local community.

Study Support Centre
This season saw the opening of our new Study Support Centre in September 2001. So far 300 Haringey students from 18 local schools have benefited from the programme and a further 250 children have used the centre for workshops. The centre is funded in partnership with the Department for Education & Skills, and Haringey LEA and is located inside the stadium. It contains a state of the art Information and Communications Technology suite complete with an interactive whiteboard purchased with a grant from the Neighbourhood Renewal Fund. In addition to the mainstream study activities, all students were given a tour of the ground and most attended a Premiership match free of charge.


On 13 April 2002 we ran an article headed Spurs Against Racism in our match day programme, which included giving the Crime Stoppers telephone number for fans to report offences. During the 2001/02 season there were five incidents of racial abuse as follows:

- Two v Middlesbrough - Racist chanting — police cases were discontinued
- One v Arsenal - Racially Aggravated Behaviour — one person charged, ongoing
- Two v Leicester City - Racially Aggravated Behaviour - two persons charged, ongoing

We also promoted the Kick It Out! hotline in our match day programme and produced a team poster in conjunction with Show Racism the Red Card.


Both our home and away kits changed this season with the introduction of our new sponsors. We gave notice of this to supporters in April 2002 on the website and in the match day programme. The change had been clearly indicated in advance, with swing tickets detailing the ‘life-span’ of the kits.


The Club is committed to equal opportunities in employment regardless of colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. The Club expects and requires all staff to conduct themselves in accordance with the highest standards. Our Club review included a full review of all feedback about staff conduct and we will continue to train our staff to treat customers — and each other — with respect.


The Club encouraged fans to write directly to the Manager of the department relevant to their query. Complaints about Club issues and policies were directed to Hester Stuart, Marketing Services Manager, who oversaw our Customer Care Strategy. All complainants received a response within 10 working days. Responses to issues common to a number of supporters were put up on our website so fans could read a quick response. Next season we are installing a new CRM system, which will enhance our ability to track problems and monitor our progress in dealing with complaints. A quarterly report of all complaints against our Charter was produced for the Premier League.