LEYTON ORIENT FOOTBALL CLUB
CUSTOMER CHARTER
CUSTOMER SERVICE
- Lindsey Martin is our customer service contact. - She will be available from 9:00am - 5:00pm, Monday to Friday, telephone 0871 310 1881 or by e-mail info@leytonorient.net
- The Club will respond to any contact from a customer within a maximum of 5 days.
- The Club will respond by telephone, email, fax or letter, as appropriate.
STAFF CONDUCT
- Leyton Orient is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
- Leyton Orient Football Club is an equal opportunities employer.
- Equality of opportunity at Leyton Orient Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:
- The advertisement of jobs
- The selection of candidates for employment or promotion
- Job location or working environment
- Pay and employment terms and conditions
- Internal training and development activities
- External education and activities and awards
- Football development activities
- Selection for representative teams
- Appointments to honorary positions
- Leyton Orient Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context.
CONSULTATION AND INFORMATION
- The Club consults supporters on a regular basis through regular contact with the Supporters Club Chairman who is on the Board of Directors, forums and questionnaires.
- The Club publicises its position on major policy issues in an easily digested format, in the Club programme, the Club website and the local media.
- The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties.
- The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes on the official website and in the Club programme.
TICKETING
PRICING
- The Club continues to strive for wider access to matches by offering a broad range of ticket prices.
- The Club operates a scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.
ALLOCATION
- At least 5% of tickets to each game will be made available to non season ticket holders.
CONCESSIONS
- Concessionary prices are available to junior supporters, senior citizens, unemployed and students.
- The Club will provide:
an area of the ground for the exclusive use of family groups and junior supporters, subject to local authority approval and ground redevelopment.
- free tickets for disabled spectators and their carers when pre-booked via the ticket office.
AWAY MATCHES
- Season ticket holders are given priority on the allocation of away tickets, providing they send the appropriate voucher to the Club within seven days of the all ticket game being announced. In the event of a restricted ticket allocation season ticket holders applications will be sorted on a first come first served basis.
CUP COMPETITIONS
- Tickets for Cup Competitions are priced according to the opposition and stage of the competition. Season ticket holders are given priority on the allocation of cup tickets (both home and away), providing they send the appropriate voucher to the Club within seven days of the draw being announced. In the event of a restricted ticket allocation season ticket holders applications will be sorted on a first come first served basis.
RETURNS/REFUNDS
- Leyton Orient Football Club will not accept responsibility for season tickets being lost or destroyed, duplicate season tickets will not be issued. If the season ticket book is stolen a replacement may be issued on production of a crime reference. This will incur an administration charge of £10.
- Leyton Orient Football Club will not offer refunds on tickets purchased pre-match.
- If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off but before half time, spectators are entitled to half price admission to the rearranged match. A match ticket from the abandoned match must be produced to allow half price admission to the re-arranged game.
ACCOMMODATING AWAY SUPPORTERS
- The Club abides by Football League Regulations governing the allocation of tickets to visiting clubs.
- The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
MERCHANDISE
- The Club shall use its reasonable endeavours to ensure, subject to changes in Club sponsors, that all replica Strip designs shall have a minimum lifespan of two seasons.
- The Club will provide from season 2004/5 swing tickets attached to replica Strip stating its launch date.
- Details of the next intended change of kits are available from the Club Shop and on the official website.
- The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.
- The Club offers refunds on merchandise in accordance with its legal obligations.
COMMUNITY ACTIVITIES
Leyton Orient Community Sports Programme has been running since September 1997 and was the first project of its kind to gain charitable status and to become a company limited by guarantee. It superseded Leyton Orient Football in the Community Scheme, which was set up in May 1989. Over the past nine years the scheme has established itself as one of the most effective schemes in the country and has developed expertise and a strong reputation with regards to football and community development. The scheme now operates in Hackney, Tower Hamlets, Waltham Forest and Epping.
The aim of the organisation is to offer a comprehensive and inclusive programme to young people in North East London who have traditionally been excluded from mainstream sport and education provision.
As the programme has evolved it has grown both in breadth and depth and now 30,000 young people are involved in different aspects of the programme each year. The range of activities we run are:
- Regular football coaching sessions for 5-15 year olds using hard court, astro turf and grass areas at 15 venues on Saturday mornings; early evenings and during the holidays organising local events and borough wide inter school tournaments.
- Training up local volunteers to participate in the sessions, offering football coaching qualifications.
- Combining sport with schools work offering coaching and some curriculum work to all Primary school children in Waltham Forest. Also holding coaching sessions in 15 Tower Hamlets Primary Schools a year.
- A full time Education Officer who works in 45 primary schools a year using children's interest in football to learn about history, geography, maths and English.
- After school sessions are also held which combine football with literacy and numeracy. Literacy fun days are held at the Club using the ground and the players.
