Supporter Charter

Kettering Town Football Club is committed to offering a high standard of service and support to our fans, community and valued visitors to Latimer Park.

This charter explains how we intend to achieve and maintain those standards.

Version No: 1.0 – 1st March 2024

Code of Conduct

INAPPROPRIATE CHANTING

Kettering Town Football Club will not tolerate inappropriate chanting during games at The Latimer Park. If identified, perpetrators may be banned from attending fixtures at the ground and may be reported to the authorities. We want supporters to enjoy their time at the ground but please show respect to each other, players, match officials, club staff and fans.

PYROTECHNICS

In line with Southern League policy, Kettering Town FC will take appropriate action against any supporter who uses a pyrotechnic device at our matches, or seeks to bring them into the ground. The club will not hesitate to seek a banning order should a supporter breach this rule.

OBJECTS THROWN ONTO THE FIELD OF PLAY

It is entirely unacceptable to throw objects onto the field of play, before, during or after matches. Supporters who throw objects onto the pitch will be banned from attending fixtures at Latimer Park  for a period not less than six months and their details will be passed to the police.

MUSICAL INSTRUMENTS

Supporters are not allowed to bring drums or other musical instruments into the ground. Our stewards have been instructed to confiscate such items should an attempt be made to bring them into the ground. They will be returned later. Thank you in advance for your cooperation.

PITCH INCURSION

Supporters are not allowed to encroach onto the playing field before, during or after games at Latimer Park. Any incursion onto the playing field may be reported by match officials to The FA /Southern League, and action may be taken against the club as a result. We will scrutinise footage of any pitch incursion at Latimer Park and will not hesitate to take appropriate action against those responsible. Supporters apprehended during games will be ejected from the stadium and barred from future attendance. Incursion onto the pitch during the course of a game is a criminal offence and the club will support the prosecution of offenders

Code of Conduct

CUSTOMER SERVICE POLICY

Kettering Town FC endeavours to offer the highest level of customer service but there may be times when customers feel that we have not reached that standard. The Club will respond to complaints and the relevant contact details can be found below.

If you wish to lodge a complaint or observation with our team, please include your name, address, email address and contact telephone number so that we can respond.

By Post:

Customer Feedback

Kettering Town Football Club

Polwell Lane

Burton latimer

Kettering

Northants

NN15 5UQ

By Email: info@ketteringtownfc.com

We aim to provide a response within 28 working days of receipt but will endeavour to reply as soon as possible.

Should a customer feel that a complaint has not been dealt with satisfactorily, they can refer the matter to The Independent Football Ombudsman (IFO) using the following details:

Independent Football Ombudsman

Premier House

1-5 Argyle Way

Stevenage

Hertfordshire

SG1 2AD

Tel: 0330 165 4223

Email: contact@theifo.co.uk

STAFF CONDUCT

Kettering Town FC’s representatives and employees will conduct themselves in a courteous manner at all times when dealing with the general public and customers. Any customer who feels that these standards have not been met may contact the Supporter Liaison Officer – see the complaints procedure above for more details.

SUPPORTER CONSULTATION & ENGAGEMENT

Kettering Town FC is committed to consulting supporters on a regular basis. News about club activity will be made public via the website, social media channels, fan forums and the matchday programme.

At least two fan forum meetings will be held by the club each season, with supporters invited for a discussion on issues relevant to the football club.

Day-to-day supporter issues can be brought to the attention of the club via email (info@ketteringtownfc.com) or in person at Latimer Park during office opening times.

EQUAL OPPORTUNITIES, INCLUSION AND ANTI-DISCRIMINATION

Kettering Town FC is committed to providing an inclusive environment for all and preventing discrimination. The Club recognises the protected characteristics as defined by the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage of civil partnership, pregnancy and maternity, race, religion or sexual orientation.

Racism

Kettering Town Football Club does not tolerate racist language or behaviour at Latimer Park, or on its social media channels. Our anti-racism policy includes the following objectives:

Issuing statements via the club website, social media channels, matchday programme and public address system regarding our policy of zero tolerance towards racist language and behaviour.

The Club will prevent the distribution of racist literature inside the ground and will take steps to prevent it in the immediate area of the ground.

Disciplinary action will be taken against players or club staff who engage in racial abuse.

The Club will continue to develop links with supporters, local residents, business and organisations, police and The PFA, with the aim of eradicating racially-based abuse and discrimination.

Disability Policy

Kettering Town Football Club operates an equal opportunities policy and therefore opposes all forms of unfair or unlawful discrimination on the grounds of disability.

Definition of Disability

One of the key requirements of the 2010 Equality Act is that people with a disability are not treated “less favourably, without justification” and that reasonable efforts should be made to make all of our services accessible. For the purpose of this policy only, the definition of a person with a disability is “any person who, because of their disability or impairment, is unable to use areas of stand seating or terracing without contravening Health & Safety regulations. Any such person will be allowed to occupy a place within the designated areas of the stadium, in line with the process set out in this policy.”

Proof of Disability

Persons with appropriate, valid proof of disability shall be entitled to a free “carer” ticket should the following documentary evidence be provided:

Current receipt of high rate DLA (disability living allowance, mobility and / or care component) or the higher rate of PIP (Personal Independence Payment).

Proof of entitlement will be required when purchasing season tickets and match tickets.

Ticket Pricing for Disabled Supporters

A person with a disability will pay at the age / educational status rate appropriate to them (see the Ticketing section above) with a carer admitted free of charge. The club reserves the right to request “Proof of Disability” before issuing the free carer ticket.

Season tickets are available for people with a disability with carers, if required.

DATA PROTECTION

Kettering Town FC may gather and hold personal information about customers that has been provided by the customer or gathered from web-based technology. All information gathered will be handled and stored in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/79.

Kettering Town FC will not use your data in any way that you would not expect from a privacy conscious organisation with a contact strategy founded on permission-based marketing.

If compelled to do so, we will disclose information to law enforcement agencies.

SAFEGUARDING

Kettering Town Football Club is committed to protecting the well-being of customers and employees. The club aims to maintain an environment that is safe, inclusive and welcoming for all.

Our specific aims in this area are:

Preventing and reducing the risk of significant harm, abuse or exploitation for children and vulnerable adults, and

Providing an effective response to reported incidents and concerns.

Further information regarding Safeguarding and our Whistleblowing process can be accessed in our policy found on our website

The Club’s Safeguarding Team can be contacted via email – info@ketteringtownfc.com.