Heart of Midlothian FC 2015 Page 1cdn.heartsfc.co.uk/assets/downloads/SupportersCharter15...Heart of Midlothian FC 2015 Page 7 Season Tickets Sales Season tickets afford the best value,

Heart of Midlothian FC 2015 Page 1


Welcome to the Heart of Midlothian FC Supporters’ Charter

Our Supporters’ Charter is designed to provide extensive information about the club, its

services and our focused approach to supporter communication.

Additionally, the Supporters’ Charter includes extensive information about the club’s

expectations relating to supporters’ conduct, in order to foster ‘a club for all’ atmosphere at

Tynecastle Stadium.

UEFA has recognised that Hearts’ Supporters’ Charter is amongst the best practice in

supporter communication in Europe, and with that in mind we are very proud of this guide.

Should you have any queries regarding the Supporters’ Charter please do not hesitate to

contact our Ticket & Supporter Services Manager Mark Waterson via

[email protected] or 0871 663 1874 option 1*.

The Heart of Midlothian Commitment

As a progressive football club, located at the heart of Scotland’s capital city, Hearts aims to

offer the best possible experience to our supporters, in a safe and vibrant environment.

Heart of Midlothian is fully committed to:

Our supporters

Our history, heritage and tradition

Our community

Removing racism, sectarianism and unacceptable conduct

An exciting matchday experience

Our selected charities and partner organisations

Quality of services and product, in all areas including ticketing and retail

Our employees

The development of young people through sport, health and education


Supporter Care and Communication

Hearts supporters are amongst the most passionate in the world and we recognise that they

make a massive financial and emotional commitment to the club they love.

With that in mind Hearts aims to offer an attentive and comprehensive service.

Our supporter services team works six days a week, managing telephone calls and emails in

an efficient and personal manner.

Response Commitment

Hearts will normally reply to supporter emails within three working days

Hearts will normally respond to written letters within seven working days. The club

may choose to initially reply via a telephone call, and follow that up with a written

response, as agreed and if appropriate

Enquiry and Complaints Process

Enquiries will be channelled from supporter services into the correct department and an

appropriate response will be made under the terms of our Response Commitment, as

outlined above.

Where an enquiry cannot be resolved, supporters should contact Ticket & Supporter

Services Manager Mark Waterson in writing (email or post).

Ultimately, if an enquiry has not been satisfactorily resolved, supporters should address a

complaint in writing (email or post) to Denise Oldham, PA to the Board.

You can contact us via [email protected] or call us on 0871 633 1874,

option 1*.

Alternatively you can write to us, including a contact telephone number (daytime and

evening) to: Supporter Services, Heart of Midlothian Football Club, Tynecastle Stadium,

Gorgie Road, Edinburgh, EH11 2NL.


Competitions

Hearts is a full member of the Scottish FA and a founding member of the Scottish

Professional Football league.

The first team will participate in three competitions next year: the Scottish Premiership, the

Scottish League Cup and the William Hill Scottish Cup.

Scottish Premiership

Twelve teams participate in the Scottish Premiership.

Each team plays three games against opponents during

the ‘regular’ season. Some opponents are played twice

at home and once away, and vice versa.

After 33 matches the league splits into two groups based

on which half of the table a team is placed. Thereafter five final fixtures take place.

Normally a team will play 19 games at home and away each season, however on occasions

it may be necessary for the matches to split 20-18 or vice versa.

At the end of the season the team that finished first is crowned Scottish Premiership

champions and qualifies for UEFA Champions League. The runners-up may also qualify for

the UEFA Champions League, depending on the league’s European co-efficient rating.

The third-placed team qualifies for the UEFA Europa League (entering at round three), whilst

the fourth-placed team will also qualify for the UEFA Europa League (entering at round two).

These teams move up a round if the Scottish Cup entrants to the UEFA Europa League are

runners-up, because the winners have already qualified for the UEFA Champions League.

The bottom-placed team will be relegated to the Scottish Championship, while the eleventh-

placed team will play two play-off games against either the 2nd/3rd/4th-placed side from the

Championship, whereby the winner will take part in next season’s Premiership, and the loser

the Championship.

Scottish League Cup

The Scottish League Cup includes all teams from the Scottish Premiership and the

Championship, League One and League Two.

Hearts will enter the tournament at round one. Qualification for the

Final would see Hearts play six games in total. The Semi-Final and Final are played at

neutral venues, with the Final at The National Stadium, Hampden Park. Ticket prices are set

by the SPFL in consultation with competing clubs for the Semi-Finals and Final.

Ticket prices for all other rounds are set by the home club, usually in agreement with the

visitors. Clubs generally charge similar prices to that of standard league fixtures with the

home club’s division.


William Hill Scottish Cup

The William Hill Scottish Cup includes all 42 teams from the Scottish

Professional Football League and non-league qualifying teams from

Junior and Senior Football.

Hearts will enter the tournament at round four in November. Qualification

for the Final would see Hearts play five games in total. The Semi-Final

and Final are almost always played at The National Stadium, Hampden Park with ticket

prices set by the Scottish FA after consulting competing clubs.

Ticket prices for all other rounds are set by the home club, usually in agreement with the

visitors. Clubs generally charge similar prices to that of a standard league fixture within the

home club’s division.

The winners of the Scottish Cup qualify for the Europa League (entering at found four). The

runners-up do not qualify for any European competition.


Hearts Tickets

Introduction

Hearts aims to offer ‘football for all’ with a range of match ticket prices that offer

representative value for money within Tynecastle Stadium.

Tickets are available to book 24 hours a day online and via telesales. Our Ticket Centre is

located within the Hearts Clubstore and is open six days a week.

Seating at Tynecastle

Hearts operates four seating zones: Platinum, Gold, Silver and Bronze.

Each zone and price reflects the quality of view in relation to the pitch.

Our seating zones apply to both season ticket and match ticket sales.


Season Tickets

Sales

Season tickets afford the best value, compared to match-by-match prices. They include

access to all Scottish Premiership home games.

For 2015-16 all season ticket holders received a Smartcard to access games at Tynecastle.

Scottish League Cup and William Hill Scottish Cup matches are sold on a match-by-match

basis, only. Season ticket holders are able to book and “add” these matches to their

Smartcards when seats are available as pre-reserved.

Account Information

Season ticket holders can update their account details online at Hearts eTickets, which is

accessed via www.heartsfc.co.uk.

Season ticket holders will have received their username and password by letter or email,

however these can be redeemed by contacting our supporter services team on 0871 663

1874, option 1*.

Lost Season Smartcards

Season ticket holders who lose their Smartcards may obtain a replacement in person from

the Ticket Centre, subject to a £10 administration charge. Photographic identification is

required. The previous Smartcard is de-activated and will no longer work.

No Season Smartcard on Matchday

Season ticket holders may receive a replacement ticket provided their Smartcard has not

already been used to enter the stadium.


Home Match Tickets

Ticket prices vary depending upon Hearts’ opponents and whilst these are set in advance of

the season, they can be subject to change at the club’s discretion.

Online ticket sales – available for every Premiership match now

Tickets for every Scottish Premiership match are available online now. Tickets are

dispatched around four weeks before the match, and are sold subject to the date and kick-off

time changing.

To book tickets click on www.heartsfc.co.uk 24 hours a day.

Self-printed tickets are available via the club’s TicketFast facility.

Telesales and Counter sales – 22 days before each match

Telesales and counter sales at the Ticket Centre for each match usually begin 22 days

before the fixture date.

Our telesales team is available 24 hours a day on 0871 663 1874, option 1*.

The Ticket Centre is located within the Hearts Clubstore on McLeod Street and is normally

open:

Monday to Friday – 9am until 5pm

Saturday – 10am until 4pm

Weekend Matchday – 10am until kick-off

Latest ticket information is always available online at www.heartsfc.co.uk.


Other Important Information

Supporters with disabilities

All supporters are welcome at Tynecastle. The stadium has disability compliant facilities. The

club also operate a commentary service for visually impaired supporters.

More information is available from our supporter services team, Monday to Friday from 9am

until 5pm on 0871 663 1874, then option 1*.

Restricted view seats

Supporters should note that there are a limited number of seats which offer a restricted view

in the Main Stand. A discount will be offered for these seats. Restricted seats are only

available for purchase after all other seats in the stadium are sold.

If you lose your tickets Hearts cannot offer reprints for match tickets lost after they have

been despatched from the Ticket Centre.

Fixture changes

From time to time it is necessary to change the date or kick-off time of fixtures, either for live

TV or because of a club’s participation in European competition. Such changes will be

communicated via the club’s website, www.heartsfc.co.uk and thereafter through the media.

Booking fees – home and away games

Hearts uses an advanced customer relationship management system (CRM) via

Ticketmaster. Booking fees are charged on all transactions, except cash payments in the

Ticket Centre. This covers staff costs, Ticketmaster commission charges, and full use of the

comprehensive system that allows the club to efficiently manage supporter details and

booking histories.

Refunds

Refunds are not available on tickets sold, unless the date and kick-off time changes after the

time of sale.

Abandoned or postponed matches

Tickets will be valid for rescheduled matches if a game is postponed. Tickets are non-

refundable after the match has kicked-off.

Club liability

Hearts is not liable for any loss, damage, or injury sustained by any individual or group whilst

on club premises.


Away match tickets

Where other clubs provide us with tickets in advance, Hearts prefers to sell match tickets in

advance of every game. This is recognised in football as best operational and safety

practice.

Away tickets, where available, will usually go on sale 15 days before each match.

There are two ways to book tickets:

Call 0871 663 1874, then option 1, then option 8* (Monday to Friday, 9am until 5pm)

Visit the Ticket Centre within the Hearts Clubstore

Cash only turnstiles

Sometimes, host clubs will not issue tickets. In this instance

match tickets are likely to be available from the host club on

the day of the game.

Latest ticket information is always available online at

www.heartsfc.co.uk.

Hearts Travel

Hearts offers excellent, family friendly bus services to most away

matches if there is demand. Contact the supporter services team on

0871 663 1874, then option 1, then option 8* to book seats and obtain further information.

Hearts Loyalty

For the eighth successive season Hearts will offer Loyalty Points to supporters who back the

team – home and away.

Season ticket holders will be allocated 20 Hearts Loyalty Points.

Between 1 and 7 Hearts Loyalty Points are allocated for attending away matches. Each

match is considered separately, based on location, date and kick-off time, where advanced

sales apply.

Supporters can check their Hearts Loyalty Points online via www.heartsfc.co.uk.


Hearts Retail

Hearts Clubstore is located off McLeod Street at

Tynecastle Stadium and is normally open:

Monday to Saturday – 9am until 5pm

Matchdays – 9am until 6pm

The official online store, www.heartsdirect.co.uk is open

24 hours a day offering a full range of official

merchandise.

From this season every U16 can join our membership programme,

Hearts Juniors.

Offering fantastic opportunities to become involved at Tynecastle

as a flag-bearer or mascot, plus some brilliant Matchday and non-

Matchday experiences, Hearts Juniors is the best way to meet the

players and get closer to the club.

There’s much more information online at www.heartsfc.co.uk.

Junior Jambos

For more information or to register for free call 0871 6631874, then option 7*


Hearts Media

The Hearts News Centre is open 24 hours a day, seven days a week, providing news,

content and analysis. You can keep up to date with what’s going on through official club

channels:

www.heartsfc.co.uk

Established in 1996, the official website is the number one

resource for news from Tynecastle and Riccarton. If you don’t

see it on the website then it hasn’t happened! Whilst other

media outlets will tell you that they know the inside track, you

can be absolutely 100% sure that until it appears on

heartsfc.co.uk it’s not official!

HeartsTV

Our official online TV channel provides live audio coverage

of every match, live video streams of every home game

and selected away games (ex-UK and Ireland), highlights

of every game in the first team, U20s, plus big name TV

interviews and full coverage of every news conference.

Award winning Matchday Programme

The club’s outstanding Matchday Programme is on sale before every home

game. Packed full of exclusive interviews, news, analysis and comments,

the magazine is a terrific read and has been voted the best in Scotland.

A digital version is also available for iPhone, Android, iPad, Mac and PC

users. Logon to www.heartsfc.co.uk for more information and to find out

how you can download the app.

Twitter

Follow the official Hearts Twitter account www.twitter.com/Jamtarts for

instant updates on the club and live match tweets.

Facebook

The club’s official Facebook page can be located at

www.facebook.com/HeartofMidlothianFC. ‘Like’ the page to receive all the

latest news and posts from the club on a daily basis.


Big Hearts Community Trust

The Big Hearts Community Trust is the club’s main vehicle for

investing in community development projects. It is an

independent charity and its role is to support the work of local

people towards building communities where people of all ages

can live, work and participate in sport safely, where they

welcome each other’s differences and help each other to grow

and succeed. This requires the club, through the Trust, to

actively engage with local community leaders and forums and to offer sporting opportunities

and a wide range of inspiring health and educational activities for the benefit of local people.

Big Hearts is built on three main pillars of activity

1. Bigger Hearts: the Hearts brand is stronger as a result of deploying its staff, its traditions

and resources for the benefit of local people and charities through raising awareness, using

players as positive role models and facilitating successful fundraising activities.

2. Better Grassroots: more than 15,000 children and young people each year enjoy sports

coaching and have the opportunity to have fun and be the best they can be.

3. Stronger Communities: local communities are safer, healthier and more confident as a

result of our investment and activities.

Since 2006 the charity has forged valuable and fruitful relationships with six local authorities

and numerous community partners, resulting in high levels of activity in areas such as

health, education, social responsibility, grassroots sport and club development. In close

conjunction with Heart of Midlothian Football Club, the Trust continues to make a valuable

social and community contribution to the south-east of Scotland and beyond.


What we ask of our supporters – Supporter Conduct Policy

Introduction

Hearts wants to create a vibrant and exciting

atmosphere at Tynecastle Stadium.

This strong policy, developed in partnership with

the club, its supporters and key stakeholders,

exists to protect everyone and proactively

promote supporters’ experiences positively.

This takes into account the strict rules implemented by both UEFA and Scottish Premier

League, and relates to ‘unacceptable conduct’.

Hearts also works tirelessly with the football authorities, the Scottish Government (Football

for All) and Show Racism the Red Card.

The club also works closely with surrounding local authorities including: The City of

Edinburgh Council, Scottish Borders Council, Midlothian Council, West Lothian Council, East

Lothian Council, and Fife Council to promote a positive message, using our footballers as

key role models for young people.

Supporters should be aware that Hearts can face severe penalties – including loss of points

– for a breach of this policy.

Unacceptable conduct

Hearts is keen to ensure that all supporters benefit from a safe and welcoming environment

at Tynecastle Stadium.

Part of this process will involve the mutual exchange of information between police,

stewards, and fellow Scottish Premier League clubs.

As such, supporters should note the guidelines issued by the Scottish Premiership which

underline that unacceptable conduct will not be tolerated and that league points can

ultimately be deducted.

Unacceptable behaviour comes in many forms such as foul and abusive language,

threatening behaviour, comments about a person’s race, religion, creed, nationality or sexual

orientation, damage within the stadium and general anti-social behaviour.


Visiting supporters are very welcome at Tynecastle Stadium, however they are also

expected to fully abide by Hearts Supporters’ Conduct Policy.

Penalties

Hearts operates a strict policy with regard to unacceptable conduct. The following acts as a

guide to the penalties the club reserves the right to implement.

Offence/Discipline Ejection from Ground

Written Warning

12-match ban

6-match ban

Season ban

Indefinite ban

Unacceptable conduct excessive

Missile throwing

Racism/sectarianism and other forms of prejudice

Pitch incursion

General unrest Fighting/physical assault

Abuse/aggression to stewards and staff

Breaches of peace

Fraud

Credit card/financial

Ticket offences Touting/duplication

Possession of alcohol in the ground

Drunk within the stadium

Foul & abusive language

Smoking policy Non compliance

minimum recommended action maximum recommended action optional actions

Bans may be imposed following any court judgements or bail requirements

12-match ban includes home and away games

6-month ban is imposed during the football season

Indefinite bans are reviewed after 12 months of the football season

A breach of the above penalties will automatically lead to the next level of penalty

being imposed

Where the club receives official information regarding a supporter’s involvement in

any offence it reserves the right to issue any sanctions in accordance with the

guidelines above.


Hearts Together with G4S

Whether on or off the field, success takes teamwork and the

‘prevention is better than cure’ approach adopted by supporters,

the club and G4S Events in relation to crowd behaviour is a good

example of everyone working together for the benefit of all.

The aim of G4S Events is to assist in the continuing development of an enjoyable

experience at Tynecastle; one that allows supporters of all ages to safely enjoy the match in

the knowledge we have an aim that is a common cause with every fan.

G4S Events is an active partner with the club in ensuring that supporters are provided with a

security and stewarding services that listens to the fans and delivers on expectations.

The security and crowd management (stewarding) operation has a number of obligations

under the Health and Safety at Work Act 1974; the Safety at Sports Grounds Act 1975 and

the Private Security Industry Act 2001, as well as the regulations and policies issued by the

club.

These obligations require security staff to undergo a strict process of training and vetting to

obtain a Security Industry Authority (SIA) issued licence. Stewards must also successfully

complete training to obtain a Level 2 Certificate for Event Stewards. This is just the minimum

requirement with much more demand for those in supervisory roles and for security staff who

have responsibility for spectator security where taking action against unacceptable conduct

or behaviour is a main task.

To enable security and stewards to demonstrate the value of the partnership and to meet

obligations without being seen as over officious, the focus is on a number of clear objectives,

which are:

Delivery of a safe and enjoyable experience for the fans

The maintenance of a secure environment for all

To have a positive engagement with supporters

To be an active partner that demonstrates action

Through various initiatives, G4S Events will reach out towards supporters; offering a range

of opportunities to talk about issues that concern them and looking to the future, working

hard with the club by supporting opportunities that will create a learning experience for the

young fan. Together this will help meet our aim of earning levels of co-operation that delivers

the enjoyable experience every Hearts fan deserves.


G4S Events

G4S Events is the leading independent event security and

stewarding services business in Europe, based in Edinburgh and

part of G4S plc, the world’s largest security solutions provider.

Visit our website at www.g4s.com.

http://www.g4s.com/


Ground Regulations

1. All matches are played in accordance with the Rules and Regulations of the Scottish

Football Association, the Scottish Premier League, The Scottish Football League,

and where applicable, the Regulations of FIFA/UEFA Competitions.

2. Play cannot be guaranteed to take place on any particular day or at any particular

time and the club reserves the right to change its advertised fixtures without prior

notice and without liability.

3. Tickets allotted by this club/event organiser are issued on the express conditions that

no holder thereof shall sell or transfer same for a larger price than appears on the

face thereof. In the event of any breach of this condition, the club reserves the right

to cancel this ticket and to retain the money paid therefore on allotment.

4. In the event of the match being abandoned after having kicked off you may be

entitled to a refund of the cash admission charge paid at the turnstile in the

determination of the club/event organiser acting reasonably.

Where a match is abandoned before the expiry of the first half, a replacement ticket

for the replay will only be issued to supporters who have retained the original ticket

stub as their receipt of attendance. Obtaining a replacement ticket for the replayed

match will be subject to the original ticket receipt being presented prior to a

nominated closing date. If necessary, season ticket holders will have a new match

voucher nominated for the replay.

5. In the event of an all ticket match being postponed for any reason, the ticket will be

valid on the rearranged date.

In the event of postponed/abandonment/cancellation of a match you may be entitled

to a refund (in full or in part depending upon the circumstances) of the purchase price

of the ticket. Please contact the club for details.

6. All children entering the ground must pay for admission or hold a valid ticket.

7. Unauthorised persons are not permitted to enter upon the field of play.

8. With the exception of authorised media representatives holding accreditation issued

by the club/event organiser, the taking of photographs or filming by any means inside

the ground is prohibited. In addition, no transmission or reproduction, in whole or

part, in any form, or by any means, electronic, mechanical, recording or otherwise is

permitted save with a special authorisation in writing by the club/event organiser and,

where appropriate, the prior consent of the Scottish Football Association, the Scottish

Premier League, the Scottish Football League or appropriate body.

9. Only persons specifically authorised in writing by the club are permitted to offer

newspapers, periodicals or any other articles for sale in the ground.


10. Unnecessary noise such as from the use of radio sets and behaviour likely to cause

confusion, annoyance or nuisance of any kind, is not permitted in any part of the

ground.

11. Foul, abusive sectarian or racist language or conduct is totally FORBIDDEN.

12. Please note that it is an offence punishable by law for any person to enter or attempt

to enter the ground:

1. Whilst in possession of a prohibited container which is or was capable of

holding liquid and which if thrown would be capable of causing injury to

another person.

2. Whilst in possession of alcohol.

3. Whilst drunk.

4. Whilst in possession of any article or substance whose main purpose is the

emission of a flare for purposes of illuminating or signalling or the emission of

smoke or visible gas.

5. Any article which is a firework.

All persons entering the ground may be searched by the police.

13. All persons entering the ground must adhere to the Segregation Arrangements for

the ground. Any persons entering the wrong end of the ground will be removed from

the ground with no re-admission.

14. Standing is FORBIDDEN in seated viewing areas.

15. Banners, or other articles which could, or might be used as a weapon, or to cause

annoyance or offence, are not permitted within the ground.

16. Tynecastle is a no smoking stadium and smoking is strictly forbidden in all areas of

the stadium.

17. All persons entering this ground are admitted subject to the condition that they may

be required to submit to search to prevent prohibited articles being brought into the

ground which might be used to cause injury or damage to other persons or property.

18. Under no circumstances is it permitted to throw any objects whether on to the pitch or

track or otherwise.

19. At all times, the right of admission is reserved by the Club Management and in

general no transfers within the ground are allowed.

20. All persons entering this ground are admitted only subject to the above Ground

Regulations and the Scottish Football League. ENTRY TO THIS GROUND SHALL

BE DEEMED TO CONSTITUTE UNQUALIFIED ACCEPTANCE OF ALL THESE

RULES AND REGULATIONS.

21. The club reserves the right for its servants and agents and for members of the police

forces to remove from the ground any person who does NOT COMPLY WITH

GROUND REGULATIONS AND WITH THE RULES AND REGULATIONS of The

Scottish Football Association, the Scottish Premier League, The Scottish Football


League and/or, where applicable, the Regulations of the FIFA/UEFA Competitions or

whose presence in the ground is or could reasonably be construed as constituting a

source of danger, nuisance or annoyance to other Spectators.


Who we are

Heart of Midlothian Football Club Tynecastle Stadium Gorgie Road Edinburgh EH11 2NL

Chairman: Ann Budge Directors: Eric Hogg, Craig Levein, Kevin Windram, Ann

Budge, Brian Cormack

Scot Gardiner Martine Collie

Chief Operating Officer: Facilities / Security Manager: Head of Commercial: Ann Park

Head of PR & Communications: Paul Kiddie Football Administration & Projects Manager: Clare Cowan Ticket & Supporter Services Manager: Mark Waterson

Director of Football: Craig Levein Academy Manager: Roger Arnott

Online: www.heartsfc.co.uk | www.heartsfc.co.uk/tv | www.heartsdirect.co.uk

Email: [email protected] | [email protected] | [email protected]

*Calls cost 10p per minute plus your network operator’s standard rate.

Charter Currently Under Review

Documents

Heart of Midlothian FC 2015 Page 1cdn.heartsfc.co.uk/assets/downloads/SupportersCharter15...Heart of Midlothian FC 2015 Page 7 Season Tickets Sales Season tickets afford the best value,