Season 2016/17 Ticketing Policy: Disabled Supporters 

INTRODUCTION

Derby County Football Club operates a ticketing policy that recognises that disabled supporters may need assistance to fully enjoy the match day experience and offers a variety of reasonable adjustments based on individual supporters needs, not their ‘disability’.

By completing a simple application form together with submitting the appropriate supporting documentation, we can plan to meet your needs during your visit to Pride Park Stadium and that accessible facilities and services are only used by the supporters that need them.

Please contact The DCFC Ticket Office presented by Showcase Cinema de Lux on 0871 472 1884 (option 1) or email [email protected] to request 2016/17 Reasonable Adjustment Application Form.

As well as providing auxiliary services, where a disabled spectator or supporter would find it unreasonably difficult or impossible to access the stadium or services offered, Derby County Football Club will allow the disabled supporter to bring a personal assistant (PA) / essential companion free of charge. It is important to understand that the PA / essential companion ticket is not a concessionary ticket or ‘2-for-1’ deal but is actually a reasonable adjustment made by the club to enable a disabled person to more easily access the full range of match day and event services (in consideration of UK legislation as described in the Equality Act 2010).

SEASON TICKETS & MATCHDAY TICKETS

Disabled supporters can purchase a season or a match day ticket (subject to availability) at the appropriate age band price, which includes a complimentary ticket, if required, for their PA /essential companion (subject to qualification); see ‘Requesting a free Personal Assistant/Essential Companion ticket ‘ below for guidance.

For further enquiries please contact The DCFC Ticket Office presented by Showcase Cinema de Lux on 0871 472 1884 (option 1).

AMBULANT SUPPORTERS

Disabled supporters not requiring wheelchair access can sit anywhere in the ground with their PA/essential companion (subject to qualification), providing they are able to access the area, subject to safety requirements of the ground. They are also subject to the relevant price of the seating category of the area they choose to sit in.

Requirements should be stipulated at the time of purchasing a ticket to ensure appropriate seating is provided.

WHEELCHAIR USERS

Wheelchair users are accommodated on the front rows of the North, East, South and West stands, which allow the PA/ essential companion to sit alongside them. We also have elevated platforms located in the North East Corner, South and West Stand for home supporters and one in the South East Corner for away supporters.

All areas in which wheelchair users are located offer good lines of sight.

Please note that we only have a limited number of spaces available for Wheelchair Users and allocation is subject to availability.

TEMPORARY MOBILITY RESTRICTIONS

Supporters suffering from temporary mobility restrictions (e.g broken leg) that may affect access to the stadium or seating areas, should contact the Disabled Liaison Officer prior to the game to arrange alternative seating (subject to availability).

PERSONAL ASSISTANT / ESSENTIAL COMPANION

At Derby County we take our responsibilities toward disabled supporters very seriously. We recognise that in order for some of our supporters to take advantage of all that we have to offer they may need support from another person. As such it is our policy that where this is the case we make available free tickets which will enable a disabled supporter to bring a personal assistant or companion with them to support them with their needs.

The only criteria we have for offering a free companion ticket is that you have to have another person with you to get the same quality of service as a non-disabled person for a reason related to your own impairment. This does not apply to short term conditions like broken legs.

REQUESTING A FREE PERSONAL ASSISTANT/ESSENTIAL COMPANION TICKET

Due to the fact that this scheme is potentially subject to fraudulent misuse, we have to

operate a system to check eligibility for a free ticket. To apply you need to request and complete our application form and submit appropriate supporting informatio

Please contact The DCFC Ticket Office presented by Showcase Cinema de Lux on 0871 472 1884* (option 1) or email [email protected] to request 2016/17 Reasonable Adjustment Application Form

Please find below a list of supporting documentation that we might take into consideration when considering whether to allocate a complimentary ticket:

  1. Receipt of the Disability Living Allowance (DLA) or War Pensioners’ Mobility Supplement (or government standard equivalent).
  2. Receipt of Personal Independence Payments (PIP)
  3. Receipt of either the Severe Disablement Allowance or Attendance Allowance
  4. War Pensioners’ Mobility Allowance or War or Service Disablement Pension for 80% or more disability.
  5. Blind or partially sighted registration certificate (BD8 or CVI Certificate) or evidence from an eye specialist, for example an optometrist, that the individual would qualify to be registered as severely sight impaired (blind) or sight impaired (partially sighted). Further advice can be found on the Royal National Institute of Blind People (RNIB) website.
  6. A personal letter from the GP, community nurse or social worker that the individual has a long term impairment or ‘disability’ and requires assistance.
  7. Confirmation in writing from Social Services that the individual is included on their Deaf Register, or a letter or report from an aural specialist confirming that hearing loss has been recorded at 70 – 95 dBHL or worse.

Derby County Football Club is also the first Football Club in the country to accept The Access Card as evidence, and all supporters requesting a PA / essential companion ticket with the +1 symbol on their card will receive one without the need for any further information / evidence.

You can apply for an Access Card by calling 01332 404040 or visiting www.accesscard.org.uk

Please note this list is not exhaustive and consideration will be given to any other evidence that can be provided. For guidance, the club advises supporters to refer to the Level Playing Fields website.

The club reserves the right to seek additional proof of disability where there is an element of reasonable doubt as to the need for a personal assistant.

THE ROLE OF A PERSONAL ASSISTANT/ESSENTIAL COMPANION

By accepting the free ticket your companion accepts responsibility for providing you with the support you need to attend the match. This includes being able to provide you with additional assistance during the course of an emergency evacuation.

The stewards at the match are unable to provide assistance in excess of their typical role and general reasonable adjustments, so it’s important that, if you need help moving around, your PA/companion is ready and willing to support you with this.

YOUNG CARERS

It is the policy of Derby County that all children under the age of 14 are accompanied by an appropriate adult. We accept that young carers are a much valued and needed source of support, but we are only able to accept them under the free PA/companion ticket scheme where there is no risk of them being left unattended. If your need for a PA/companion is something related to a potential deterioration in your condition then a companion ticket may not be authorised for anyone under the age of 14.

If you attend a match with a PA/companion under the age of 14 or if there is doubt in the absence of valid photo ID we reserve the right to refuse admission. This does not apply where there are other adults in the party able to accept responsibility for the young carer.

CONTINGENCY – WHAT HAPPENS IF YOU LOSE YOUR SUPPORT?

It is important that you and your PA/companion are aware of what happens if for some reason you lose your support. If it is felt that your PA/companion is not providing you with the support you need we reserve the right to eject them from the facility at any time and refuse access under the companion scheme for future matches.

We will endeavour to support you with the rest of your visit if this is the case but if we are unable to make appropriate reasonable adjustments to do this and it jeopardises your, or other customers, Health and Safety we may be left with no other option than ask you to leave also. It is especially important that you choose the right support to come with you.

ABUSING THE SYSTEM

If we feel that either the disabled customer or their PA/companions are abusing the system we reserve the right to treat the matter as Fraud and look at bringing legal action. Every accessible space taken up by somebody that doesn’t need it represents a disabled person missing out.

It should also be noted that when entering the stadium, the PA/essential companion must enter at the same time as the disabled supporter. Although a disabled supporter can enter the stadium on their own, the PA/essential companion will not be admitted without being in the presence of the disabled supporter and otherwise would need to upgrade their ticket.

PA/essential companion tickets are transferable; however, tickets for the disabled supporter are not. Should any supporters or PA/essential companion be found to be abusing this or any of the disabled supporters ticketing policy the club reserves the right to deny admittance or to take further action.

For more information regarding ‘upgrading’ your PA/essential companion ticket (if required) or for any other enquiry please contact the Digonex Ticket Office on 0871 472 1884* (option 1).

BLIND/ PARTIALLY SIGHTED SUPPORTERS & DEAF/HARD OF HEARING SUPPORTERS

An Induction Loop System is available in certain parts of the stadium and complimentary headsets can be provided and used in all areas of the stadium, to enable supporters to listen to the match commentary and enjoy the game. Please contact the Disabled Liaison Officer on 0871 472 1884* (option 1) for more information.

ASSISTANCE DOGS

Any supporter wishing to attend the stadium with an assistance dog needs to contact the Disabled Liaison Officer on 0871 472 1884* (option 1) or via email at [email protected], so that we can ensure the appropriate match tickets (subject to availability) are allocated and adequate arrangements have been made.

ACCESSIBLE TOILETS

Please note that we have accessible toilets located all around the stadium and these are clearly signed. Should you require assistance, please seek advice from the nearest steward. All accessible toilets operate using a ‘radar’ key system. We would advise you to bring your ‘radar’ access key with you.

CAR PARKING/ACCESSIBLE PARKING – DISABLED SUPPORTERS/SUPPORTERS WITH MOBILITY PROBLEMS

SEASONAL PASSES

We currently have a high demand for accessible parking bays and therefore operate a waiting list for disabled supporters who require one.

The Club has a dedicated car parking area (standard width spaces) within Car Park A (lower level) for ‘Home’ disabled supporters (Blue Badge Holders only) directly behind the South Stand, which is close to the stadium. Spaces are allocated on a first come first served basis (please be aware that you will be asked to show and display your Blue Badge, if parking in the lower level of Car Park A).

Parking in the lower level of Car Park A is not guaranteed and you may be asked to park in the upper level of this Car Park, which is a little further away. However, we do operate a free shuttle service using buggies to transfer supporters who need extra help from both levels of Car Park A to the stadium. The service runs up to kick-off and resumes again after the final whistle, although Supporters should note that due to congestion, the shuttle may suspend operation for a short period of time for the safety of all our supporters.

Any Supporter that has temporary mobility restrictions should contact the Disabled Liaison Officer directly on 0871 472 1884* (option 1) if they require parking in this area, as they will need a pass.

Car Park A is situated just off ‘Island 1’ on Pride Park, at the bottom of the East Stand at Pride Park Stadium. There is a pathway from the car park which leads to the West Stand and also towards the DCFCMEGASTORE along the East Stand, allowing easy access to the stadium and is better suited for anyone arriving or wishing to leave via the A52 after the match and you should also be aware that due to the pre-match traffic management system, access to this car park will only be possible from the A52 up until the last 40 minutes before kick-off and supporters using this car park will be held after the final whistle for up to approximately 10-15 minutes to allow the safety of pedestrians leaving the stadium.
CAR PARK B (Existing ‘Park and Ride’ Car Park, behind the Velodrome)

This car park would be the best option for those who wish to head towards Alvaston, A6 and the A50. However, this car park is some distance from the stadium and Derby County Football Club are unable to provide a ‘buggy’ service to and from this car park.

MATCH BY MATCH PARKING – DISABLED SUPPORTERS/SUPPORTERS WITH MOBILITY PROBLEMS

If you require a parking space/accessible parking on a match by match basis, please contact Emma Drury, Disabled Liaison Officer on 0871 472 1884* (option 1) or email [email protected] , as spaces are limited.

CAR PARKING – AWAY DISABLED SUPPORTERS

The Club has a dedicated car parking area for away disabled supporters (Blue Badge Holders only) and this area of parking is located within 100 yards of the away seating area (South East Corner).

Spaces are allocated on a first come first served basis (please be aware that you will be asked to show and display your Blue Badge) and must be booked no later than 24 hours before the match. Please contact Emma Drury on 0871 4721884 (option 1) or you can email [email protected] to book your space.

CATERING FACILITIES

We have catering facilities in all parts of the stadium. Currently, all of our serving counters that are located in the concourse area are high level counters.  The Club makes reasonable adjustments to enable disabled spectators to access the catering facilities by instructing one of our dedicated stewards to monitor the areas in which wheelchair users are located to ascertain whether any additional help is required.

STEWARD TRAINING

After an initial induction, all stewards are registered for the City and Guilds NVQ Level 2 in Spectators safety.  This qualification includes a module on disability awareness.  The Safety Officer keeps a record of progress by stewards and the qualification is delivered by Derby College.

Should you require any further information please contact the Disabled Liaison Officer on 0871 472 1884* (option 1) .

The clubs Disabled Liaison Officer is Emma Drury who can be contacted by callingThe DCFC Ticket Office presented by Showcase Cinema de Lux on 0871 472 1884 (option 1) or at [email protected]


Season 2017/18 Ticketing Policy: Disabled Supporters

INTRODUCTION

Derby County Football Club operates a ticketing policy that recognises that disabled supporters may need assistance to fully enjoy the match day experience and offers a variety of reasonable adjustments based on individual supporters needs, not their ‘disability’.

By completing a simple application form together with submitting the appropriate supporting documentation, we can plan to meet your needs during your visit to Pride Park Stadium and that accessible facilities and services are only used by the supporters that need them.

 Please contact the Ticket Office, presented by Showcase Cinema de Lux, on 0871 472 1884* (option 1) or email [email protected] to request 2017/18 Reasonable Adjustment Application Form.

As well as providing auxiliary services, where a disabled spectator or supporter would find it unreasonably difficult or impossible to access the stadium or services offered, Derby County Football Club will allow the disabled supporter to bring a personal assistant (PA) / essential companion free of charge. It is important to understand that the PA / essential companion ticket is not a concessionary ticket or ‘2-for-1’ deal but is actually a reasonable adjustment made by the club to enable a disabled person to more easily access the full range of match day and event services (in consideration of UK legislation as described in the Equality Act 2010).

SEASON TICKETS & MATCHDAY TICKETS

Disabled supporters can purchase a season or a match day ticket (subject to availability) at the appropriate age band price, which includes a complimentary ticket, if required, for their PA /essential companion (subject to qualification); see ‘Requesting a free Personal Assistant/Essential Companion ticket below for guidance.For further enquiries please contact the Ticket Office, presented by Showcase Cinema De Lux, on 0871 472 1884 (option 1).

AMBULANT SUPPORTERS

Disabled supporters not requiring wheelchair access can sit anywhere in the ground with their PA/essential companion (subject to qualification), providing they can access the area safely. They are also subject to the relevant price of the seating category of the area they choose to sit in.

Requirements should be stipulated at the time of purchasing a ticket to ensure appropriate seating is provided.

WHEELCHAIR USERS

Wheelchair users are accommodated on the front rows of the North, East, South and West stands, which allow the PA/ essential companion to sit alongside them. We also have elevated platforms located in the North East Corner, South and West Stand for home supporters and one in the South East Corner for away supporters.

All areas in which wheelchair users are located offer good lines of sight.

Please note that we only have a limited number of spaces available for wheelchair users and allocation is subject to availability. 

TEMPORARY MOBILITY RESTRICTIONS

Supporters suffering from temporary mobility restrictions (e.g. broken leg) that may affect access to the stadium or seating areas, should contact the Disabled Liaison Officer prior to the game to arrange alternative seating (subject to availability).

PERSONAL ASSISTANT / ESSENTIAL COMPANION

At Derby County, we take our responsibilities toward disabled supporters very seriously. We recognise that for some of our supporters to take advantage of all that we have to offer they may need support from another person. As such it is our policy that where this is the case we make available free tickets which will enable a disabled supporter to bring a personal assistant or companion with them to support them with their needs.

The only criteria we have for offering a free companion ticket is that you have to have another person with you to get the same quality of service as a non-disabled person for a reason related to your own impairment. This does not apply to short term conditions like broken legs.

Please note that PA/ essential companion tickets on their own are not entitled to any benefits normally associated with a Season Ticket, this includes any renewal benefit or the purchase of match tickets during priority sale periods.

REQUESTING A FREE PERSONAL ASSISTANT/ESSENTIAL COMPANION TICKET

Since this scheme is potentially subject to fraudulent misuse, we have to operate a system to check eligibility for a free ticket. To apply you need to request and complete our application form and submit appropriate supporting information.

Please contact the Ticket Office, presented by Showcase Cinema De Lux, on 0871 472 1884 (option 1) or email [email protected] to request 2017/18 Reasonable Adjustment Application Form.

Please find below a list of supporting documentation that we might take into consideration when considering whether to allocate a complimentary ticket:

  • Receipt of the Disability Living Allowance (DLA) or War Pensioners’ Mobility Supplement (or government standard equivalent).
  • Receipt of Personal Independence Payments (PIP)
  • Receipt of either the Severe Disablement Allowance or Attendance Allowance.
  • War Pensioners’ Mobility Allowance or War or Service Disablement Pension for 80% or more disability.
  • Blind or partially sighted registration certificate (BD8 or CVI Certificate) or evidence from an eye specialist, for example an optometrist, that the individual would qualify to be registered as severely sight impaired (blind) or sight impaired (partially sighted). Further advice can be found on the Royal National Institute of Blind People (RNIB) website.
  • A personal letter from the GP, community nurse or social worker that the individual has a long-term impairment or ‘disability’ and requires assistance.
  • Confirmation in writing from Social Services that the individual is included on their Deaf Register, or a letter or report from an aural specialist confirming that hearing loss has been recorded at 70 – 95 dBHL or worse.

Derby County Football Club also accepts The Access Card as evidence, and all supporters requesting a PA / essential companion ticket with the +1 symbol on their card will receive one without the need for any further information / evidence.

Please note this list is not exhaustive and consideration will be given to any other evidence that can be provided. For guidance, the club advises supporters to refer to the Level Playing Fields website.

 The club reserves the right to seek additional proof of disability where there is an element of reasonable doubt as to the need for a personal assistant.

THE ROLE OF A PERSONAL ASSISTANT/ESSENTIAL COMPANION

By accepting the free ticket your companion accepts responsibility for providing you with the support you need to attend the match. This includes being able to provide you with additional assistance during the course of an emergency evacuation.

The stewards at the match are unable to provide assistance in excess of their typical role and general reasonable adjustments, so it’s important that, if you need help moving around, your PA/companion is ready and willing to support you with this.

YOUNG CARERS

It is the policy of Derby County that all children under the age of 14 are accompanied by an appropriate adult. We accept that young carers are a much valued and needed source of support, but we are only able to accept them under the free PA/companion ticket scheme where there is no risk of them being left unattended.

If your need for a PA/companion is something related to a potential deterioration in your condition then a companion ticket may not be authorised for anyone under the age of 14. If you attend a match with a PA/companion under the age of 14 or if there is doubt in the absence of valid photo ID we reserve the right to refuse admission. This does not apply where there are other adults in the party able to accept responsibility for the young carer.

CONTINGENCY – WHAT HAPPENS IF YOU LOSE YOUR SUPPORT?

It is important that you and your PA/companion are aware of what happens if for some reason you lose your support. If it is felt that your PA/companion is not providing you with the support you need we reserve the right to eject them from the facility at any time and refuse access under the companion scheme for future matches.

We will endeavour to support you with the rest of your visit if this is the case but if we are unable to make appropriate reasonable adjustments to do this and it jeopardises your, or other customers, Health and Safety we may be left with no other option than ask you to leave also. It is especially important that you choose the right support to come with you.

ABUSING THE SYSTEM

If we feel that either the disabled customer or their PA/companions are abusing the system, we reserve the right to treat the matter as Fraud and look at bringing legal action. Every accessible space taken up by somebody that doesn’t need it represents a disabled person missing out.

It should also be noted that when entering the stadium, the PA/essential companion must enter at the same time as the disabled supporter. Although a disabled supporter can enter the stadium on their own, the PA/essential companion will not be admitted without being in the presence of the disabled supporter and otherwise would need to upgrade their ticket.

PA/essential companion tickets are transferable; however, tickets for the disabled supporter are not. Should any supporters or PA/essential companion be found to be abusing this or any of the disabled supporters ticketing policy the club reserves the right to deny admittance or to take further action.

For more information regarding ‘upgrading’ your PA/essential companion ticket (if required) or for any other enquiry please contact the Ticket Office, presented by Showcase Cinema de Lux, on 0871 472 1884 (option 1).

BLIND/ PARTIALLY SIGHTED SUPPORTERS & DEAF/HARD OF HEARING SUPPORTERS

An Induction Loop System is available in certain parts of the stadium and complimentary headsets can be provided and used in all areas of the stadium, to enable supporters to listen to the match commentary and enjoy the game. Please contact the Disabled Liaison Officer on 0871 472 1884* (option 1) for more information.

ASSISTANCE DOGS

Any supporter wishing to attend the stadium with an assistance dog needs to contact the Disabled Liaison Officer on 0871 472 1884* (option 1) or via email at [email protected], so that we can ensure the appropriate match tickets (subject to availability) are allocated and adequate arrangements have been made.

ACCESSIBLE TOILETS

Please note that we have accessible toilets located all around the stadium and these are clearly signed. Should you require assistance, please seek advice from the nearest steward. All accessible toilets operate using a ‘radar’ key system. We would advise you to bring your ‘radar’ access key with you.

CAR PARKING/ACCESSIBLE PARKING – DISABLED SUPPORTERS/SUPPORTERS WITH MOBILITY PROBLEMS

PLEASE BE AWARE THAT TO PARK IN EITHER CAR PARK A OR CAR PARK B ON MATCH-DAYS YOU MUST HAVE A VALID CAR PARKING TICKET, EITHER A SEASONAL CAR PARKING PASS OR A CAR PARKKING MATCH TICKET AND THESE MUST BE PURCHASED IN ADVANCE OF THE FIXTURE, AS WE ARE NOT ABLE TO OFFER A  PAY ON THE DAY SERVICE. 
FOR MORE INFORMATION PLEASE CONTACT THE TICKET OFFICE ON 0871 472 1884* (OPTION 1)

SEASONAL PASSES

We currently have a high demand for accessible parking bays and therefore operate a waiting list for disabled supporters who require one.

The Club has a dedicated car parking area (standard width spaces) within Car Park A (lower level) for ‘Home’ disabled supporters (Blue Badge Holders only) directly behind the South Stand, which is close to the stadium. Spaces are allocated on a first come first served basis and you will be asked to show and display your Blue Badge if parking in the lower level of Car Park A). Parking in the lower level of Car Park A is not guaranteed and you may be asked to park in the upper level of this Car Park, which is a little further away.  However, we do operate a free shuttle service using buggies to transfer supporters who need extra help from both levels of Car Park A to the stadium. The service runs up to kick-off and resumes after the final whistle, although Supporters should note that due to congestion, the shuttle may suspend operation for a short period for the safety of all our supporters.

Any Supporter that has temporary mobility restrictions should contact the Disabled Liaison Officer directly on 0871 472 1884* (option 1) if they require parking in this area, as they will need a pass.

Car Park A is situated just off ‘Island 1’ on Pride Park, at the bottom of the East Stand at Pride Park Stadium. There is a pathway from the car park which leads to the West Stand and also towards the DCFCMEGASTORE along the East Stand, allowing easy access to the stadium and is better suited for anyone arriving or wishing to leave via the A52 after the match and you should also be aware that due to the pre-match traffic management system, access to this car park will only be possible from the A52 up until the last 40 minutes before kick-off and supporters using this car park will be held after the final whistle for up to approximately 20 minutes; this is to allow safe departure of the large number of supporters needing to leave the stadium vicinity after the match.

CAR PARK B (Existing ‘Park and Ride’ Car Park, behind the Velodrome)

This car park would be the best option for those who wish to head towards Alvaston, A6 and the A50. However, this car park is some distance from the stadium and Derby County Football Club are unable to provide a ‘buggy’ service to and from this car park.

 

MATCH BY MATCH PARKING – DISABLED SUPPORTERS/SUPPORTERS WITH MOBILITY PROBLEMS

If you require a parking space/accessible parking on a match by match basis, please contact Emma Drury, Disabled Liaison Officer on 0871 472 1884* (option 1) or email [email protected] , as spaces are limited.

CAR PARKING – AWAY DISABLED SUPPORTERS

The Club has a dedicated car parking area for away disabled supporters (Blue Badge Holders only) and this area of parking is located within 100 yards of the away seating area (South East Corner).

Spaces are allocated on a first come first served basis (please be aware that you will be asked to show and display your Blue Badge) and must be booked no later than 24 hours before the match. Please contact Emma Drury on 0871 472 1884* (option 1) or you can email [email protected] to book your space.

CATERING FACILITIES

We have catering facilities in all parts of the stadium. Currently, all our serving counters that are within the concourse areas are high level counters.  The Club makes reasonable adjustments to enable disabled spectators to access the catering facilities by instructing one of our dedicated stewards to monitor the areas in which wheelchair users are located to ascertain whether any additional help is required.

STEWARD TRAINING

After an initial induction, all stewards are registered for the City and Guilds NVQ Level 2 in Spectators safety.  This qualification includes a module on disability awareness.  The Safety Officer keeps a record of progress by stewards and the qualification is delivered by Derby College.

Should you require any further information please contact the Disabled Liaison Officer on 0871 472 1884* (option 1) .

 The clubs Disabled Liaison Officer is Emma Drury who can be contacted by calling the Ticket Office, presented by Showcase Cinema de Lux, on 0871 472 1884* (option 1) or at [email protected]

* Calls cost 13p per minute, plus your phone company’s access charge.