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Tottenham Hotspur Club Charter Season 2003-04

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).

1.1 Membership

1.1 The Club runs a membership scheme with many benefits including priority bookings, merchandise and stadium tours. Supporters who renewed their membership by the 1st June receive a discount on the standard membership fee. Full details and membership forms are available on or the Members office.

Members benefits include:

  • Priority over non-members for tickets
  • Priority Booking Form— available for certain
    linked matches
  • On-line ticketing
  • Priority for away match tickets
  • Low cost away match travel
  • Cup-Final Tickets (subject to availability and
  • Free admission to live screenings for Senior
  • Free Entry to any reserve games played at White
    Hart Lane
  • Up to half price tickets for Senior Citizens and Juniors
  • Collectors Signature Badge
  • 10% discount in our Spurs Stores; Spurs Direct
    or the Online Store
  • Access to ‘Spurs Lodge’ members only exclusive
  • Leather Membership Card Holder
  • Mid-Season update
  • Birthday Card
  • Discount on Stadium Tours
  • Car Sticker
  • 25% discount on THTV (on line TV)

1.2 Consultation and Information

1.2.1 The Club consults supporters on a regular basis and invites constructive comment through The Tottenham Hotspur Supporters Trust, football forums, and other official publications as well as through the FAPL’s annual fans survey and supporters panels.

1.2.2 The Club publicises its position on major policy issues on its official publications and interim/annual reports to shareholders.

1.2.3 The Club has and continues to develop ways to consult with its shareholders, sponsors, the local authority and other interested parties.

1.2.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. General up to date ticketing information can be found on, Spurs Ticketline 0870 420 5000 and in our match day programmes.

1.2.5 The Club undertakes research on the design and number of new Strips together with its kit manufacturer.

1.3 Community Activity

1.3.1 Football In The Community

As well as raising football standards at grassroots level, Tottenham Hotspur Football in the Community strives to improve all round educational performance, to build confidence, leadership and teamwork in our young people, to combat social exclusion, reduce crime and build stronger communities.

Football can make a valuable contribution to the way people live their lives.

As Tottenham Hotspur Football in the Community enters their 6th season, the scheme continues to be a rapidly developing department within the Club. This season, Football in the Community (FITC) will engage thousands of children through the varied community activity it carries out:

1.3.2 Healthy Schools Programme

Tottenham Hotspur FITC delivers PE lessons to approximately 85,000 children during each academic year. In partnership with Haringey Council, much of this work can be delivered in the local area free of charge. Children benefit by receiving specialised and professional football coaching and teachers also value the scheme as they can adopt session plans used by our FA qualified coaches.

1.3.3 After School Clubs

Our After School Clubs run in 5-week blocks and are held throughout the academic year across Greater London, Hertfordshire and Essex. As well as providing fun extra-curricular physical activity for over 18,000 children, the after school clubs work with sponsors Network Rail to deliver anti-trespass and vandalism messages to the children.

1.3.4 Learning Through Football

The Maths Trail will provide a unique practical maths experience for approximately 8,500 children this season — every week the stadium becomes a focal point for study and is used for improving numeracy skills in children. In addition, Football in the Community will be working with Haringey & Enfield Pupil Referral Units throughout the season.

1.3.5 Disability Coaching

Every week throughout the academic year, FITC coaches deliver curriculum coaching sessions to local secondary schools whose students have physical disabilities and associated special needs. With the support of Barclaycard Free Kicks, approx 1,500 pupils benefit from the coaching per year and participate in a specially adapted tournament at the end of each season.

1.3.6 Coaching Camps

Every school holiday children attend FITC coaching camps which allow children to improve their football skills and knowledge of the game in a fun and friendly environment. We expect over 10,000 children to attend this season. In addition, evening & Saturday coaching camps are held throughout the year which will reach a further 7,000 children.

A copy of the Football In The Community brochure is available on request, please contact 020 8365 5054.

1.4 The Study Support Centre

The Study Support Centre was established on September 2001 and caters for children in the local community in helping them to ‘learn through football’ using football as the main motivating factor to help kids improve their IT, numeracy, literacy and study skills.

The centre is funded through central government, Haringey LEA and Tottenham Hotspur FC with the club providing the Centre inside White Hart Lane. The Centre has a state of the art ICT suite complete with an interactive whiteboard. In addition to our mainstream activities, the students tour the ground, visit the shop and attend a Premiership match — with complements from the Club.

Please contact the Study Support Centre Manager on 020 8880 9370 for further information or a full brochure of services.

1.5 Merchandise

1.5.1 The Club is committed to providing a range of quality merchandise for the benefit of all our supporters.

1.5.2 Under the new kit manufacturing contract all home replica Strip designs have a life span of two seasons and the away Strip designs have a life span of one season.

1.5.3 Details of the next intended change of replica Strip are displayed on garment stickers, further confirmation is available from, upon request from the Club’s retail outlets and on signs within the stores.

1.5.4 The Club has always carried out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip and will continue to comply.

1.5.5 The Club offers refunds on merchandise if requested within a reasonable time subject to proof of purchase.

1.6 Catering

Our Caterers, Crown Venue Catering and Lindley Caterers are fully committed to providing high quality catering operations within the constraints of the existing stadium infrastructure. If you have any comments regarding the catering operations, please contact the Catering Services Manager on 020 8365 5157.

1.7 Staff Conduct

1.7.1 The Club is an equal opportunities employer and all applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin.

1.7.2 The Club expects its employees to deal with the public courteously.

1.7.3 All customer interfacing staff will be identifiable to those using our facilities. On match days, some will wear high visibility clothing indicating their role e.g. Steward. Staff are expected to be civil, smartly dressed and courteous at all times.

1.8 The Stadium

1.8.1 The Club endeavors to ensure that the Stadium is maintained to the highest standards ensuring that it is safe, functional and provides a pleasant environment for supporters and all other users.

1.8.2 Supporters are assured that the Club is in communication with the police and local authority to ensure that crowd safety in the stadium and its surroundings on match days in not compromised so far as matters are within the Club’s control.

1.8.3 The Club’s match day stewards will receive comprehensive induction training on fire, first aid, general health and safety procedures and customer service.

1.9 Customer Service

1.9.1 The Club acknowledges all complaints received from customers immediately and promised to investigate and respond fully within 10 working days.

1.9.2 The Club responds by telephone, email, fax or letter dependent upon the nature of the request. If a customer requests a response in writing s/he will receive one.

1.9.3 The Club encourages customers in the first instance to contact the Manager of the department relevant to their query.

1.9.4 If your complaint has not been dealt with to your satisfaction, please write to the Customer Services Manager who co-ordinates Customer Care and the Customer Charter.
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