Leeds United actively welcomes constructive feedback from fans both positive and negative. We believe this helps us to deliver an improved and more effective service.
In this customer charter we outline the minimum standards of service that all Leeds United fans can expect.
The club continues to strive to offer wider access to matches to our supporters by offering:
• A broad range of ticket prices
• Concessions for junior fans under 11 and under 16, young adults aged 16 to 22 and senior citizens aged 60+ and disabled fans.
• A discount on restricted viewing seats to the amount of £2.00 per ticket
In line with EFL Regulation 115 the Club will meet regularly with various supporter groups each season to discuss significant issues relating to the Club. Such meetings will be held with Supporters Group Committees in addition to a minimum of 2 public forums which will be advertised on the Club Website.
Please find the latest minutes from our latest Supporter Advisory Board meetings below:
The club consults supporters on a regular basis through forums and via the official website.
The club publicises its position on major policy issues in the club programme and web site - www.leedsunited.com.
The club gives the earliest possible notice of any changes to its ticketing policy.
For further details email Supporter Liaison Officer – Fiona Hanley, firstname.lastname@example.org
The club consults fans via questionnaires, the official website and social media.
The club publicises its position on major policy issues in the club programme, stadium advertising, club website, social media and local media. The club monitors all its social media sites for responses/comments to gauge opinion.
The club continues to develop ways to consult with commercial partners, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents. The club gives the earliest possible notice of any changes to its ticketing policy and the reason for the changes via the official club website www.leedsunited.com, our social media channels and the matchday programme.
The club undertakes research on the design and number of new playing strips in collaboration with manufacturers. The club meets regularly with the Leeds United Disabled Fans Organisation (LUDO) to discuss any issue.
Our Safety Officer and Disabled Ticket Coordinator liaise with LUDO on a regular basis.
The club holds an internal Data Protection Policy which conforms to the requirements of GDPR, which is circulated to all employees for implementation.
It includes, but is not limited to the following principles:
All supporter data is stored and transferred securely with access restricted to necessary users. All supporter data is processed fairly and lawfully for limited purposes and in an appropriate way. Supporters do have the option to “opt out” of both club and third party communications.
Supporter data will not be shared with third parties, unless prior notice or consent is given and agreement received from individual supporters. All information stored by Leeds United or shared with 3rd parties in accordance with the above statement shall be stored in the European Economic Area (EEA) unless explicitly stated otherwise at the point of data collection.
Further information on the club’s Data Protection Policy can be requested from the club by contacting 0871 334 1919.
Leeds United welcomes families and has designated family areas allowing the club to create a family atmosphere on matchday. The family area is located in the East Stand Lower. To ensure that the family mix is maintained a ratio of two adults to one concession will apply.
Leeds United is an equal opportunities employer.
Leeds United’s commitment is to promote inclusion and to confront and eliminate discrimination and to encourage equal opportunities. All employees and other individuals will receive equal treatment regardless whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership, race, nationality, ethnicity, religion or belief, ability or disability, pregnancy and maternity. These are known as ‘protected characteristics’ under the Equality Act 2010.
The club actively welcomes feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer. Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the club with any suggestions or feedback of a positive nature please contact our Supporters Liaison Officer (SLO) on the following e-mail address,email@example.com.
If you would like to make a complaint to the club, please contact our SLO at the following e-mail address: firstname.lastname@example.org.
Alternatively, you can contact the SLO by writing to Supporters Liaison Officer, Leeds United Football Club, Leeds, LS11 0ES.
In order to receive a full response regarding your query or complaint, you must contact the club via the above process. The club will not respond to any query or complaint that has not been received via the SLO.
The SLO will log and acknowledge your comments and ensure that you receive a full response from the relevant Head of Department within 7 workings days from receipt of your communication. If your complaint/query requires further investigation, the SLO will advise accordingly. Please note that if a query or complaint is being investigated further it may take up to 21 working days to receive a full response.
If you are unsatisfied with the club’s response please make further contact with the SLO via the methods above. The SLO will investigate your complaint further based on the evidence you supply. If you still believe your complaint should receive further attention then you can write to Presidents Office, at Leeds United Football Club, Elland Road, Leeds, LS11 0ES, detailing your complaint and the reasons for your continued grievance. You will receive an initial response within seven working days and a full response within 21 working days thereafter.
If you are unsatisfied with the club’s response, you can contact the Independent Football Ombudsman by writing to The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ or emailing email@example.com or telephone: 0800 588 4066. They will investigate the complaint thoroughly and report the findings back to all parties.
The Club has a number of wheelchair and ambulant spaces available at all home games. The wheelchair bays are located in the East, North, South and West stands. To allow for easier access, ambulant spaces are situated in designated areas within the West, North and East stands. Alternatively, ambulant disabled fans can choose to sit in alternative areas. For home league matches disabled fans are charged a concession price and personal assistants are admitted free of charge in conjunction with our disabled policy. Our disabled policy is based solely on eligibility to claim Disability Living Allowance (DLA). In order to purchase tickets, all disabled fans must provide proof of disability. The required proof is a current copy of their entitlement to the care and/or mobility component of the Disability Living Allowance (DLA) or entitlement to the Daily Living and/or Mobility component of the Personal Independence Payment (PIP). Please note, the copy must be in date at the time of applying for tickets.
Headsets for visually impaired supporters are available and must be pre-booked in advance by contacting our disabled co-ordinator.
Our disabled toilets are operated with radar keys, which can be obtained on matchdays from designated stewards. Car parking is available (although limited) in front of the East Stand on Lowfields Road.
LUDO Lounge which offers exclusive use to disabled members, helpers and visiting disabled supporters opens four hours prior to kick off.
For further information on ticketing or facilities for disabled supporters, please contact our disability Liaison Officer, on 0113 367 6178 or firstname.lastname@example.org
Leeds United acknowledges the duty of care to safeguard and promote the welfare of children and adults at risk and is fully committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and Football Association requirements.
Leeds United will make sure that all children, young people and adults at risk have the same protection regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity.
Leeds United has established policies and procedures for safeguarding children, young people and adults at risk for the Foundation, Academy, Ladies and match day teams that are underpinned by the understanding that safeguarding is everybody’s responsibility.
All staff and volunteers will receive training and support in the delivery of the safeguarding policy and procedures to ensure we maintain a safe and positive environment and are empowered to listen to concerns and act accordingly.
Please note: our normal office hours are Monday to Friday, 9:00am to 5:00pm.
Tel: 0871 334 1919 (option 4) E-mail: email@example.com
Tel: 0871 334 1919 (option 3) sub option 2
Fax: 0113 367 6056 Email: firstname.lastname@example.org
Conference & Events
Tel: 0871 334 1919 (option 2)
Fax: 0113 367 6520
Tel: 0871 334 1919
Leeds United Football Club, Elland Road, Leeds, LS11 0ES
Leeds United Foundation
Telephone: 0113 367 6307
Fax: 0113 376 6059
Email: email@example.com (for queries on account details, passwords and login issues)
Matchday Incident Text Service
Tel: 07887 514 789
Online Store & Mail Order
Tel: 0871 334 2019 Fax: 0113 367 6038
Ticket Services & Membership Enquiries
0371 334 1992 (Match tickets, Membership and Stadium Tours).
0330 333 1521 (Ticket office customer services, enquiries only, no bookings.
International: +44(0) 113 367 6196 Fax: 0871 334 2008
Please note 0871 calls or faxes cost 9p per minute plus network extras.
Stadium Tours take place on match days and non matchdays.
Match day tours are available at the following times: -
Non matchday tours take place on Fridays before home Saturday fixtures between the times of 10am and 3pm. In addition, tours are available on Saturday from 9am until 3pm before a home Sunday lunch time fixture.
Tours depart from Billy’s Bar on Elland Road and last approximately two hours. Tour places are limited and must be pre-booked either online at www.leedsunited.com or via Ticket Services on 0371 334 1992. Existing season ticket holders and members receive a discount of 10% on Stadium Tour tickets.
Stadium tour guests will receive an exclusive Stadium tour lanyard and receive 10% discount on all purchases in Billy’s Bar and in the retail Superstore on the day of their tour.
All stadium tours are subject to the stadium not being in use by the club or a third party.
The Centenary Pavilion is located opposite the East Stand on Lowfields Road and is a matchday facility provided for all Leeds United Members and Season Ticket Holders. Refreshments and food are all available to purchase within the Centenary Pavilion. There is also team news, betting facilities, giant screens showing LUTV build up to the game and WiFi.
A Leeds United Legend is present pre-match in the build-up to kick off. On weekend/bank holiday kick-offs the bar is open for an hour after the game. Members and Season Ticket Holders are asked to produce their Membership/ Season Ticket card upon entry.
Junior Members need to show their Membership cards and will only be admitted if they are accompanied by an Adult Member. Junior Members are not subject to the entrance fee.
Access to the Pavilion for Seaston Ticket Holders and Members is £3 and £5 to Non-Members, this includes a bottle of beet or soft drink.
Billy’s Sports bar stands as a fitting tribute to Leeds United’s greatest ever player. Never before seen photographs of the iconic player adorn the walls along with FA cup final shirts, which makes this an ideal place for fans to have photographs taken.
The bar is open every home game making it an ideal place to have a pre match drink and soak up the atmosphere or a post match celebration. The bar is closed at kick-off and re-opens after the game.
Nice relaxed environment, Free WiFi. Please note no under 18’s are permitted.
Billy’s sports bar is located in the south stand, and in addition to match days is open the day before the match, away days & any beam back club events, and serves a wide range of homemade food with a daily changing special.
Please also look out on social media for any additional opening days/hours for Billy’s Sports Bar.
You can also hire Billy’s Sports Bar for private events (birthday parties, wedding receptions, funerals etc )
This is the official away supporters bar and is designed for the comfort of visiting away supporters and also gives extra facilities at half time. Howard’s Bar opens two hours prior to kick off and serves a range of refreshments.
In close proximity to Elland Road and available to travelling fans on the day of the game, Leeds City Council currently operates the following car parks for matchday parking; Car Parks A, B, Park and Ride, Fullerton and Lowfields Car Park. Car Park A (approximate car capacity 210), Car Park B (approximate car capacity 210) including 75 spaces allocated for blue badge holders, on a first come first served basis. The Park & Ride car park, is also available for match day parking, with a capacity of 750 spaces, for general use, cash payable on entry. Fullerton Car Park (approximate capacity 850) is also part used by hospitality guests, the remainder being available for general use with the tariff being cash paid on entry. Lowfields Park (approximate car capacity 1,500) is an overflow car park for spectators, but may become available for general use in the future, this will be advertised as and when it occurs.
The current charges for parking are as follows, cars £6.00, mini coach £12.00, coach £20.00.
The Car Parks are managed by the Parks & Countryside Service of Leeds City Council, and can be contacted by telephone 0113 395 7400, or alternatively firstname.lastname@example.org.
TICKET SERVICES: HOME GAMES
Tickets for home games initially go on sale to Club Members approximately three weeks before each game. Club Members have an exclusive 7 day period to book their tickets ahead of general sale. During the priority period Members can book up to four tickets each, this includes a maximum of three tickets in the Members East Family Area (must include a concession).
Tickets for the rest of the 2018/19 season will be sold to Platinum and Gold Members first, followed by Silver Members (subject to availability).
Members who purchase additional tickets will be responsible for the conduct of those fans they have purchased tickets for.
Tickets for cup competitions are priced on a match-by-match basis and are allocated as follows: Season Ticket Holders have a priority period to purchase their own seats.
Members have a priority booking period before tickets are released for general sale. The allocation method is subject to change depending on the timescales available and/if all areas of the stadium are open.
The club has an Auto Cup Scheme, which allows Season Ticket Holders to apply for all home Cup games at the start of the season. Tickets are automatically reserved, payment taken and Season Ticket access cards activated 48 hours following the draw.
The club does not charge admission prices to fans of the visiting club which are higher than those charged to our own fans for comparable seating. Concessionary rates offered to home supporters are also available to fans of a visiting club. Visiting fans need to contact their own club to purchase tickets. Away fans are encouraged to book tickets in advance as match ticket prices increase by £5 on match day (adults & concessions only – not juniors U’16, U’11)
DEPARTMENTS & SERVICES
The Leeds United Advertising Department offers expertise on a wide range of advertising solutions for brands and businesses within the football club. The club aims to provide a comprehensive range of advertising opportunities at affordable rates to companies. The club can provide a comprehensive range of print media, broadcast media, digital media or experiential marketing solutions to clients either on a match day or non match day. Further details can be obtained by calling the Advertising Department 0871 334 1919 (option 4) or by email to email@example.com.
The club operates best business practice throughout its commercial activities in order to provide a first class, professional service and outstanding value for our commercial partners.
The club will work hard to ensure that both its commercial partners and corporate members are given every opportunity to deliver a return on their investment with the club.
Further details regarding our Commercial Partners Programme can be obtained by calling the Commercial Department on 0871 334 1919 (option 3) or by email to firstname.lastname@example.org.
Leeds United is also home to one of the UK’s leading Conference and Events venues. Our passion on the pitch is matched by the passion of our conference team, off the pitch. We are able to host a wide range of events from sell out Pop Concerts inside the Stadium to one to one business meetings in one of our many suites. We can cater for your every need.
Our Centenary Pavilion provides one of the largest conference and events spaces in the North of England with over 2,000 square metres of usable space for exhibitions, 2,000 guests seated for a conference or dinner for 1,200.
We pride ourselves on being able to deliver high class events for a diverse range of cultural needs. We understand the importance of providing top quality catering to all our guests at Elland Road. All our conferencing facilities are supported by our widely respected in - house catering team.
The Leeds United Foundation is an official charity, under which the club’s work in the community is carried out. The Foundation help, work with and support; children, young people, adults, disabled, at-risk, the unemployed and elderly.
We deliver 29 different high-impact projects, under our four main headings: Play, Live, Learn, Give; each referring to sports participation, health, education and giving back to our community.
This structured delivery sees the Foundation support people from a variety of backgrounds develop grassroots football, tackle social exclusion, address poverty and welfare whilst enhancing education, employment and life skills. The Leeds United Foundation improves the relationship we have with our community through projects with people of all ages from across the region. The Foundation is a catalyst to improve people’s lives. We are there for our communities every day.
"To deliver targeted, high quality, innovative, partnership programmes that have real measurable benefits for participants, thereby nurturing a positive relationship between Leeds United, its fans and the local community”
A more extensive understanding of the breadth of our work and impact can be seen here:http://library.myebook.com/LUFC/lufc-foundation/177/
All Staff and volunteers who work with children and vulnerable adults who are involved in any activities offered by the Leeds United Foundation in the community are DBS compliant and have completed the Football Association’s "Safeguarding Children& Young People” course.
The club pledges to offer its customers a variety of first class matchday hospitality experiences and matchday sponsorship packages whilst offering outstanding value for money.
Seasonal hospitality packages are available to purchase with various payment options offered. The club’s aim is to provide reasonable opportunity for all fans to experience match-by-match hospitality. Seasonal hospitality packages include all home Cup fixtures in addition to the 23 home league games, therefore providing outstanding value across the season.
The club is delighted to provide a Junior under 16 hospitality concession price in the Norman Hunter Suite and the Nineteen19 Suite. The concession prices are provided in order to encourage families to enjoy the superb hospitality facilities at Elland Road.
Hospitality packages provide premium match viewing from various positions within the ground. Customers can choose from a range of dining packages; from a relaxed single course buffet through to a luxury four-course fine dining experience. All guests receive a complimentary copy of the official matchday programme and a copy of the official team-sheet. Former Leeds United players also attend the hospitality facilities to provide their thoughts on the game.
The club insists on a level of dress code which customers are required to adhere to, with hospitality options that require either formal or smart casual dress. The dress code does not apply to guests under 16 years of age.
Seasonal hospitality can be purchased by contacting a member of the Commercial Sales team on 0871 334 1919 (option 3) or emailing email@example.com
Leeds United’s media operation includes the official club website, www.leedsunited.com, official Facebook, Twitter, and Instagram accounts, LUTV, the matchday programme and mobile applications.
All club announcements and information are released through the above outlets before the local/national media.
Our official website is the club’s main news and information service and everything released by the club appears on www.leedsunited.com. Our social networking sites are also used as a direct point for communicating messages/newsbreaks directly to supporters and play an important part in our communication strategy. The official website has specific areas for news, ticketing, Membership, fans, Commercial and Conference & Events.
In addition to news and communication, the club’s social media channels are used to encourage interaction and engagement with fans.
LUTV is the club’s online TV channel and is available via subscription. LUTV broadcasts live audio commentary of all first team matches, provides highlights of all first team matches, interviews, features and comprehensive coverage of the reserves and Academy. LUTV is available viawww.leedsunited.com.
The matchday programme, which encourages fan contributions, is available from around Elland Road on home matchdays and includes a range of exclusive interviews and features from within the club. The matchday programme is also available on subscription, with a discount to club Season Ticket Holders and Members.
The club recognises the importance of family supporters and therefore any official Leeds United publication produced will be within the appropriate realms of good taste and decency.
Leeds United Merchandise is available from:-
Leeds United Superstore: Elland Road, Leeds, LS11 0ES
Leeds United Club Store: Merrion Centre, Leeds, LS2 8NG
Online Superstore: www.leedsunited.com and via our
Merchandise Order Line: 0871 334 2019
In addition to the Superstore Leeds United have a matchday retail unit situated in the west stand car park.
The Elland Road Superstore opening hours are Monday to Saturday 9:00am - 5:30pm and Sunday 10:00am - 4:00pm. The Superstore is also open every home matchday until kick-off. The Superstore re-opens 15 minutes before the final whistle and remains open for up to one hour after the match (subject to crowd circumstances).
The club will provide replica strip life span information in the Elland Road Superstore and via the mail order service.
All store staff will be provided with information on the next intended kit change as soon as it is confirmed. The club carries out its obligations under the Football League rules to prevent price fixing in relation to the sale of replica strips.
Our Online Superstore will endeavour to notify customers, either by letter, telephone, email or fax, of any changes to pre-agreed delivery dates that will affect their order.
The club will strive to notify our customers of any changes in squad numbers and name changes through our retail outlets and website as soon as reasonably possible (squad names and numbers are subject to change).
The club offers refunds and exchanges on merchandise if you change your mind about your purchase. If you purchase any product from the Leeds United Superstore or the online store and you change your mind, it’s not a problem. Return your receipt to the Elland Road Superstore or mailorder, with your unworn/unopened purchase within one month and we will exchange or refund it via the original method of payment. If you have lost your receipt we will exchange your unworn/unopened purchase at the current selling price for an alternative product. For a combination purchase (e.g. buy-one-get-one-free or buy a product and get a product free) you must return any free items or vouchers back to us to process a refund. Refunds are not given on goods that have been personalised or made to specification or printed with a players name or squad number even if the player subsequently leaves the club or his squad number changes during his career at Leeds United Football Club.
We do not offer refunds or exchanges on jewellery or computer games/DVDs/CDs unless otherwise stated in store, or if they are faulty. We are pleased to offer this in addition to your statutory rights.
If you would like to contact our mail order department / Online Superstore, please call our orderline 0871 334 2019 or log on www.leedsunited.com and click onto the Online Superstore.
If you have any comments about the service that you have received or the product you have purchased at the Elland Road Superstore then please let our Store Manager / Duty Manager in Store know by contacting our Supporters Liaison Officer. For full details please see our ‘Helping us to help you’ section.
The club will ensure that Elland Road Stadium adheres to all pertinent safety regulations set out by The Sports Grounds Safety Authority and other statutory
bodies. The club’s Safety Officer will meet regularly with the Safety Team and allow members of the Safety Team to be present at any match in line with their monitoring process.
The club’s matchday stewards have received comprehensive training on fire, first aid, general health & safety procedures and customer service to a minimum of NVQ Level 2 in Spectator Safety. The club takes the issue of racist abuse, actions causing offence, language causing offence and unreasonable or offensive behaviour seriously and in an attempt to eradicate this problem, we train our stewards to be extra vigilant of any offenders.
If a spectator continues to contravene these regulations action will be taken in accordance with the club’s policy to:
Leeds United and West Yorkshire Police has agreed and trialed a new disciplinary process and behavioural agreements this is available to see on the Leeds United website.
Spectators who contravene the Ground Regulations could face ejection from the stadium and be arrested by the Police. Any spectators finding themselves in this position will be contacted by the club, advising they are suspended from attending further Leeds United matches until the matter has been resolved. They are requested to write into the Safety Officer with their version of events, after which time a police check will be requested. The spectator will be invited to attend a meeting to discuss the issue in person. In all proven cases, the spectator will be suspended for a number of matches. Anyone entering the field of play will
automatically receive a minimum one year ban.
The club will look to work with our fans in overcoming many of these problems; our aim is to achieve an enjoyable and positive atmosphere at matches.
If you wish to report an offence you can contact the Safety Officer on 0113 367 6026; or by post to Safety Officer, Leeds United Football Club, Elland Road, Leeds, LS11 0ES.
Any problems are dealt with in complete confidence and in accordance with our policies.
Leeds United has a strict ‘No Smoking Policy’ including electronic cigarettes and smoking implements, within the concourse and seated areas of the stadium. Designated Smoking Zones have been created around the ground to try and accommodate spectators needs. The Smoking Zones are clearly signposted, and smoking is only permitted in the designated Smoking Zones at half time.
Any fans who wish to anonymously alert the club to any anti social behaviour please use our matchday text service and the club will address any issues on the day. Please note the text number only is 07887 514 789.
Leeds United are to allow the return of supporter flags into the North and South Stands before each game. The club are looking to create a unique pre-match atmosphere with a sea of Leeds United flags on display in the stands behind both goals and create a visual spectacle whilst our supporters sing famous club anthem ‘Marching on Together.
We are happy for visiting fans to bring their flags to Elland Road providing they have the correct certificates. Please see contact details below.
Small handheld banners and flags will be allowed through the turnstiles in the North and South Stands on a matchday and will be checked by the turnstile operators on entry - any flags that are deemed to contain offensive content will be confiscated.
Larger flags will need to be pre-authorised by the club in order to comply with ground health and safety regulations. Likewise all poles must be made of hollow plastic and be collapsible, no wooden sticks will be allowed inside Elland Road. Any flag over the dimensions of 5ft by 3ft would be classed as an extra large flag and these must strictly be agreed in advance with the Club and will be stored at Elland Road.
All flags must carry a fire rated certificate. We hope that this initiative will be well received by our fans and supporter groups alike. Further information regarding flags inside the stadium please contact Sue Watson (Safety Officer) via email at firstname.lastname@example.org.