At Charlton Athletic Football Company Limited we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised experience.
Any personal information provided to, or gathered by, Charlton Athletic Football Company Limited, is controlled primarily by Charlton Athletic Football Company Limited of The Valley, Floyd Road, Charlton SE7 8BL.
Our mission is to continue to work to build on Charlton Athletic’s unique heritage by developing a first-class matchday experience for fans, business partners and the local community.
We will create a vibrant future for the Club and its supporters, playing football inspired by homegrown young talent, harnessing our passion and delivering innovative and widely respected community benefits.
1.1 The Club continues to strive for wider access to matches by offering:
1.1.1 A pricing strategy that meets the needs of all individuals, including those purchasing hospitality packages.
1.1.2 A minimum of five per cent of tickets to each game to non season-ticket holders.
1.1.3 Concessions for U11s U18s, U21s, supporters over 60 years of age and disabled supporters.
1.1.4 An area of the ground for the exclusive use of family groups and junior supporters.
1.1.5 Support for disabled supporters and their carers. David Webb is our Disability Co-ordinator, who can be contacted on 020-8333 4048 for details of our disabled facilities and ticket allocation.
1.1.6 Season tickets paid by instalments are available through an external credit agency.
1.1.7 A programme of ground improvement through stand development which increased the seated capacity from 8,337 in 1992 to 27,111 in 2004.
1.2 Tickets for domestic cup competitions are announced to supporters following discussions between the clubs. Away clubs will receive a maximum of 15 per cent of stadium capacity in accordance with competition rules, subject to any safety and segregation issues. Where significant demand is anticipated, season-ticket holders have their seat reserved for them for a certain period of time prior to them being released for sale to anyone meeting the appropriate sales criteria. If their seat becomes unavailable for any reason, they will be offered alternative comparable accommodation.
1.3 Refunds for standard tickets are obtainable up to 24 hours prior to kick-off. Refunds for away matches are available prior to tickets being returned to the home club, which is usually 48 hours before kick-off. Call 03330 14 44 44* for a refund form. Both the tickets and the form must be received by the commercial centre at The Valley before the deadline. The Club reserves the right not to offer refunds on discounted tickets sold from time to time under special offers, but this will be made clear under the terms of the offer where it applies.
2 Away support
2.1 The Club's supporters are allocated tickets for away league matches for which there is expected to be excess demand. The following groups will enjoy priority status:
• Season-ticket holders who are Valley Gold members; supporters who regularly attend away games and via recognised supporters' groups; remaining season-ticket holders and Valley Gold members; Red Card holders with an adequate purchase history who are not season-ticket holders.
These groups also enjoy priority status for away cup fixtures or those staged at neutral venues, but this is subject to variation dependent upon the allocation of tickets received.
2.2 Supporters of a visiting club are charged admission prices that comply with Football League rules in terms of comparison with those charged to the club's own supporters for comparable accommodation.
2.3 The Club abides by the appropriate governing body to the relevant league rules relating to the allocation of tickets to visiting clubs. These state that unless otherwise agreed by the board or between the clubs, each home club shall make available to its visiting club:
3 Loyalty and membership
3.1 The Club runs and manages membership schemes, or acknowledges schemes run on an independent basis. The benefits are:
• Red Card membership scheme - the chance to buy tickets for matches played at The Valley (subject to availability), as well as free entry to reserve-team games when public admission is permitted. This scheme is free and includes junior, adult and all overseas-based members.
• Valley Gold - opportunity to win weekly and annual cash prizes; priority for away ticket allocation; discounts on club merchandise. This scheme is operated independently by 'Charlton Club' on a day-to-day basis.
4 Consultation and information
4.1 The Club consults supporters on a regular basis through supporters' meetings, questionnaires, and league-relevant fan surveys, forums and focus groups.
4.2 The Club publicises its position on major policy issues in an easily digested format in the match day programme, via www.cafc.co.uk, social media and press releases.
4.2 The Club has developed, and continues to develop, ways to consult with sponsors, the local authority, residents' groups, ethnic minority groups, disability organisations and other connected groups.
4.3 The Club gives early notice of any changes to its ticketing policy and the reasons for the changes.
5 Community activities
5.1 The Club has a well established reputation for community involvement, with many high-profile and successful education and activity programmes delivered in conjunction with or by the Charlton Athletic Community Trust.
5.2 Objectives in this area include:
• To provide football and sporting opportunities for as many young people in the local community as possible;
• To provide football coaching, playing and spectating opportunities for disabled people through the disability, mental health and Ability Counts programme;
• To organise stand-alone community events and participate in other externally organised community events;
• To operate a senior women's team and girls' development programme;
• To develop and implement an anti-racist strategy in conjunction with Royal Borough of Greenwich Council;
• To support local charities and worthy causes;
• To regularly liaise and meet with local residents.
• To implement a programme of school and community visits by players;
5.3 In addition to its involvement with the above, CACT delivers the following programmes:
• Education and schools initiatives including curriculum and out-of-school coaching, numeracy and literacy initiatives, healthy schools programmes and inclusion/school retention work.
• Football development initiatives including school holiday courses, Charlton Challenge, Saturday morning clubs, links with local junior and youth football clubs and coach education programmes.
• Social Inclusion initiatives including estates-based coaching, work with Pupil Referral Units and alternative curriculum programmes both within schools and stand-alone organisations to support school retention and improve behaviour, work with refugee groups and pathway to employment and training programmes.
• All of the above to be delivered across Greenwich, Bromley, Bexley and Kent.
6.1 The Club communicates with its supporters regarding prospective launch dates of new replica strips when it is contractually practical to do so.
6.2 Details of the next intended change of replica strips are available from the club.
6.3 The Club carries out its obligations, under the FA Premier League and Football League rulebooks, to prevent price fixing in relation to the sale of replica strips.
6.4 The Club offers refunds on merchandise in accordance with its stated policy and legal obligations. A copy of the club's refunds policy is available in the Superstore and on the Club website.
6.5 The Club is happy to print a name and number on the reverse of replica kit, provided that it is not of an obscene or racist nature. However, while the club will print the name and squad number of any current member of the playing squad, no refund can be provided or alteration made to the kit should the player in question cease to be a member of the playing staff through a transfer or otherwise.
7 Equal opportunities
7.1 The Club operates an equal opportunities policy which is contained within the employees' handbook and is issued to all employees on joining the company.
8 Customer service
8.1 Where required, the Club will acknowledge receipt of any contact from a customer within 48 hours and a full written response, if deemed necessary, will be exercised within 14 days. The Club contact is Lisa Squires (Lisa.Squires@cafc.co.uk).
8.2 The Club responds by telephone, e-mail, fax or letter. If a customer requests a response in writing they receive such a reply.
8.3 The Club encourages customers to contact the department relevant to their query. If a customer feels that they have not been satisfied by the relevant department, they are encouraged to write directly to the senior manager responsible.
8.4 The Club endeavours to ensure that every telephone call is answered within four rings.
8.5 The Club undertakes that all messages on its automatic telephoning answering service will be as current as possible.
Any expression of dissatisfaction, whether justified or otherwise, will be deemed as a complaint and is therefore subject to the club's complaint handling policy. Receipt of the complaint will be acknowledged, in the first instance, within 48 hours. A response will then be provided within 14 days. If the complaint cannot be satisfactorily resolved within this period, it will be escalated via the office of the Head of Stadium and Training Ground Operations and may ultimately be subject to the Club's league governing body. The Football League’s Customer Service Department may contact details may be found below:
Customer Service Department
The Football League Limited
Edward VII Quay
Preston PR2 2YF
Tony Keohane (Head of Stadium and Training Ground Operations)
May 5th, 2015
For and on behalf of Charlton Athletic Football Company Limited
Safeguarding Children Policy
The Charlton Athletic Youth Academy acknowledges and accepts its responsibility to safeguard and promote the well-being and safety of those children and young persons who has been entrusted in its care.
1) Key Principles:
1.1 The policy recognises that the welfare and interests of children are paramount in all circumstances. It aims to ensure that regardless of age, gender, religion or beliefs, ethnicity, disability, sexual orientation or socio-economic background, all children:
• have a positive and enjoyable experience of sport at the Charlton Athletic Youth Academy in a safe and child centred environment
• are protected from abuse whilst participating in football at the Youth Academy or outside of the activity
1.2 Charlton Athletic Youth Academy has a clear role to play in safeguarding children and young people by protecting them from, physical, sexual or emotional harm and from neglect or bullying. This applies to all staff working for the Academy whether in a paid or voluntary capacity.
As part of our safeguarding policy Charlton Athletic Youth Academy will:
• promote and prioritise the safety and wellbeing of children and young people
• ensure everyone understands their roles and responsibilities in respect of safeguarding and is provided with appropriate learning opportunities to recognise, identify and respond to signs of abuse, neglect and other safeguarding concerns relating to children and young people
• all suspicions and allegations of abuse will be taken seriously
• ensure appropriate action is taken in the event of incidents/concerns of abuse and support provided to the individual/s who raise or disclose the concern
• ensure that confidential, detailed and accurate records of all safeguarding concerns are maintained and securely stored
• prevent the employment/deployment of unsuitable individuals
• ensure robust safeguarding arrangements and procedures are in operation.
2.1 Charlton Athletic Youth Academy is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and the FA requirements.
2.2 Charlton Athletic Youth Academy recognises that the Royal Borough of Greenwich’s Children’s Services Department, the NSPCC and the Police have a statutory duty to protect children and young persons at risk. The Academy accepts that it must work in partnership with these agencies when a safeguarding issue arises.
Definitions of Abuse
This includes hitting, burning and biting, giving children alcohol, inappropriate drugs or poison, attempt to suffocate or drown young children, excessive or inappropriate training regimes and use of drugs to enhance performance or delay puberty.
This includes failure to meet a child’s basic needs (e.g. for food, warm clothing etc.) leaving children alone or unsupervised and or fail to ensure children/young people are safe or expose them to undue extremes of weather or risk of injury (e.g. through unsafe equipment).
This can include persistent lack of love and affection, children that are constantly threatened or taunted, parents or coaches whose overwhelming ambition exceeds that of the child and persistent disregard of a child’s effort or progress.
This includes situations where adults use children to meet their own sexual needs. This includes sexual intercourse, masturbation, oral sex, anal intercourse or fondling, as well as showing pornographic videos or magazines, or taking photos of children for inappropriate use.
It is now recognised that, in some cases of abuse, the abuser may not always be an adult but could be a child. Bullying may be seen as deliberate, hurtful behaviour, usually repeated over a period of time, where it is difficult for those bullied to defend themselves.
3) Safer recruitment
3.1) The Academy recognises the importance of Safer Recruitment and endorses the FA’s Responsible Recruitment guidelines. All staff whether they are permanent, casual or voluntary will undergo the following procedures:
• Statements in job adverts and job descriptions as to the Company’s commitment to safeguarding
• Attend an interview
• Go through an Induction process and receive a comprehensive Employee Starter pack or for permanent, paid staff an Employee Handbook
• Attend the FA Safeguarding workshop
• Request Identify documents
• Request copies of qualifications, where appropriate
• Provide 2 references from 2 different professional sources, preferably where individuals have worked in sport , particularly children’s football, at the short listing stage of recruitment
• Undergo an Enhanced DBS Check, with a barring check, where appropriate, and in line with FA policy
• An individual will have a periodic Status Check on their DBS disclosure
• All staff will be required to familiarise themselves with the content of their job descriptions around their responsibilities for safeguarding children
Any issues relating to concerns raised over disclosures on the DBS check will be discussed in terms of the risk that disclosure poses to children, by a panel made up of the Safeguarding Officer for the Academy and the Lead safeguarding Officer for the Club. The owner of the DBS check will also be invited to this meeting. Consideration will be given to the relevance and significance of the information and that all decisions will be made in the interests of children and young people.
4) Whistle blowing
All staff are encouraged to use internal mechanisms for reporting any malpractice or illegal acts or omissions by its employees or ex-employees.
5) Designated Person
5.1 Charlton Athletic Youth Academy, in line with the FA policies and procedures, has appointed a designated person to deal with first reports of poor practice or abuse. This person will be known as the Safeguarding Officer but will perform the same functions as the FA’s Club Welfare Officer. This falls in line with the recommendations from the Football League and the Premier League.
5.2 The Safeguarding Officer will receive the first reports of poor practice and or abuse and will liaise with the relevant services to report the concerns be it the Local Authority designated officer, the Police or the County FA Welfare Officer.
6) Identification and Referral of Child Abuse
6.1 The protection of children is the proper concern of everyone in a position to help. All staff and volunteers at the Academy who are involved with children and young persons will be made aware of how to recognize child abuse and make appropriate referrals to the Safeguarding Officer. Training in this will be provided in the form of the FA/NSPCC accredited “Safeguarding Children” course. All staff will have to renew this every 3 years.
7) Reporting Procedures
7.1 If there are concerns about a child then report this to the Academy’s Safeguarding Officer and inform the Club’s Lead Safeguarding Officer, unless they are part of allegation.
7.2 If the allegation is against the Safeguarding officer then all information should be directed to the Academy Director.
7.3 In the absence of the Safeguarding Officer, allegations should be reported to the Academy Director.
7.3 If the issue is one of poor practice then Charlton Athletic Academy’s Safeguarding Officer will deal with the matter internally with the support of SMT and the relevant Head of Department / Lead safeguarding Officer at the Club.
7.4 If the concern is one of abuse then the Safeguarding Officer will either contact the Police or the Local Authority Designated Officer or both depending on the nature of the concern. The Safeguarding Officer will also contact the FA Case Manager if the concern is a football related one.
7.5 If the child needs immediate medical treatment they should be assessed by the Academy physiotherapist or doctor if available, and if necessary taken to hospital or an ambulance called. If the latter is the case then the ambulance staff should be informed that there is a child protection concern. The Safeguarding Officer should then be informed to take the necessary actions in point 7.4 above.
8) Managing allegations against staff and volunteers
All allegations against staff will be taken seriously particularly if they:
• Behaved in a way that has harmed a child, or may have harmed a child.
• Possibly committed a criminal offence against or related to a child.
• Behaved towards a child or children in a way that indicates s/he is unsuitable to work with children.
First reports can be made to a member of the Senior Management Team (SMT) who will inform the Safeguarding Officer or reports can go straight to the Safeguarding Officer.
Once received the Safeguarding Officer will work with SMT to investigate the case and then bring in appropriate responses. These could include:
• Referral to the Local Authority Designated Officer (LADO)
• Referral to the Police if the case is of a serious enough nature
• Suspension of the member of staff or volunteer whilst the investigation happens
The Safeguarding Officer or designated person shall also be responsible for contacting the parents/carers of the child.
Possible outcomes will be as follows:
• A police investigation of a possible criminal offence
• Enquiries and assessment by children’s social care about whether a child is in need of protection or in need of services
• Consideration by an employer of disciplinary action in respect of the individual
The Safeguarding Officer will be responsible for the recording all safeguarding issues and updating records kept about the latter and any referrals made. These records will be kept in a designated locked cabinet and only be accessible to the Safeguarding Officer and the Academy Director.
9) Access to the Charlton Athletic Academy Safeguarding Policy
The Safeguarding Policy will be accessible to staff, parents, carers and children and made available at parents Induction evenings.
10) Use of Mobile phones social networking sites and communication to children and young people
All staff must communicate to children and young people in an appropriate manner. Staff wishing to communicate with children and young people outside of Charlton Athletic Academy activities must do so via parents and carers.
No mobile phone numbers or email addresses should be taken and stored on devices belonging to a member of staff.
Staff must not use social networking sites such as Facebook or Twitter to communicate with children and young people within the Academy. If a young person tries to establish a relationship with a member of staff this request must be denied and the Safeguarding Officer informed so that they can liaise with that child’s / young person’s parents / carers.
Charlton Athletic Academy also has a separate Social Media Policy which outlines specific responsibilities for those boys in the Academy.
11) Photographic Policy
Charlton Athletic Academy will not allow photos or videos to be taken of children or young people unless there is specific parental/carer written consent.
Parents and carers and the children and young people will be informed of the use of the images as well and were possible be given copies of these.
No personal cameras / phones etc. may be used to record such images.
12) Codes of Conduct
All staff, players and parents will be asked to sign codes of conduct which sets out the working practices and parameters of their responsibilities and engagement.
Where appropriate parents / carers and children and young people deems will be asked to sign codes of conduct setting out their responsibilities and expected standards of behaviour.
Charlton Athletic Academy will not accept any behaviour and or language which are considered to be discriminatory with prejudice or is oppressive towards any race, gender, culture, age, disability, religion, sexuality or political persuasion
14) Disabled Children and Vulnerable Adults
Children and young people with a disability are at an increased risk of abuse. This could be due to:
• Lack of peer group support
• Intimate / physical care / invasive medical care meaning that the young person does not know what is appropriate and non-appropriate touch
• Communication difficulties
• Difficulty in resisting and reporting abuse
• Multiple carers
• Dependant on a potential abuser for basic needs
• Having medical conditions that could be used to falsely explain non accidental injuries
Charlton Athletic Academy will ensure that staff working with disabled children and young adults:
• Learn the child’s / young person’s communication methods
• Ensure the young person’s needs are known
• Ensure care plans are in place
• Give the child or young person the opportunity to make informed choices
• Have clear strategies to deal with difficult behaviour
Charlton Athletic Academy Head of Education and Welfare; Joe Francis firstname.lastname@example.org
Charlton FC Lead Safeguarding Officer; Barry Simmons email@example.com
CACT Safeguarding Officer 0871 781 2095 /07816 848677 www.cact.org.uk
Local Authority Designated Officer (LADO) via the Children’s Safeguarding unit on 020-8921 4477
Children’s Services Contact and Referral Team 020-8921 3172
Children Services out of hours 020-8854 8888
Greenwich Safeguarding Children Board 020-8921 4477 or firstname.lastname@example.org
Greenwich Safeguarding Children Board – Staff Training and Development 020-8921 5713 or email@example.com
Kent Specialist Children's Services - Central Duty Team 08458 247 100 firstname.lastname@example.org
Bromley Safeguarding Children’s Board 020-8461 7816 BSCB@bromley.gov.uk
Bexley West Child Care Unit 020-8310 0566
Bexley East Child Care Unit 020-8303 7777 extension 2627
Bexley Out of Hours team 020-8303 7777 LSCB-Training@bexley.gov.uk 020-8303 7777
FA/NSPCC helpline 0808 800 5000 / Textphone 0800 05
The Independent Football Ombudsman, Suite 49, 57 Great George Street Leeds, LS1 3AJ