Supporter Accessibility Policy

Requesting Reasonable Adjustments

To help us meet the needs of disabled supporters effectively, we ask that individuals requiring reasonable adjustments complete a Reasonable Adjustment Form and provide relevant supporting documentation. This allows us to allocate appropriate accommodations and deliver the best possible experience.

If you need help completing the form or would prefer a paper copy, please call 01332 667528 or visit the Ticket Office.

Reasonable Adjustments We Can Offer

Below are some of the key reasonable adjustments we offer. For further details, please refer to our Access Statement (please note that all reasonable adjustments are subject to availability & qualification).

Personal Assistant Ticket: If you are applying for a Personal Assistant Ticket, please refer to the 'Personal Assistant Ticket Section' of this policy for more information and guidance.

Accessible Parking: Accessible parking spaces are available to Blue Badge holders on both the west and east sides of the stadium. Spaces are allocated on a first-come, first-served basis. For more information and to book a space, please call our Accessibility Team on 01332 667528.

Transportation: A free shuttle service using buggies is provided for supporters who need assistance. The shuttle runs between Car Park A and various parts of the stadium before and after the match. Supporters should note that due to congestion, the shuttle may suspend operation for a brief period for safety reasons.

Accessible Entrance: There are accessible entrances available in all four stands.

Accessible Toilets: Accessible toilets are located in all four stands and are operated using a ’radar’ key system. We recommend bringing your own radar key to facilitate access.

Accessible Seating/Wheelchair Spaces: A variety of accessible seating and wheelchair spaces are available in all stands. Please refer to our Access Statement for more information.

Induction Loop Facilities: Induction loop equipment is available at most customer contact points within the stadium. Information will also be displayed on the big screen and through the public address system on matchdays.

Audio Descriptive Commentary: Audio descriptive commentary is available, this service is mainly used by blind or partially sighted. If you think this service could make a difference to your matchday, please get in touch. For more information and to book a receiver (must be at least 24 hours before the match) , please contact the Accessibility Team on 01332 667528.

Ear Defenders: Ear defenders are available. Please contact our Accessibility Team on 01332 667528 to reserve a pair. They will be brought to you prior to kick-off and must be returned to the dedicated steward after the match.

Assistance Dogs: Disabled supporters attending with an assistance dog should notify the Disability Access Officer in advance, if possible, to ensure suitable arrangements are made.

Medical Equipment and Supplies

We recognise that some supporters may need to bring medical equipment or supplies with them on matchdays. To help us ensure smooth access through security and to make any necessary arrangements, we ask that supporters requiring this contact the Disability Access Officer in advance of the fixture. This allows us to provide the appropriate support and ensure that your equipment or supplies can be brought safely into the stadium.

Personal Emergency Evacuation Plan (PEEP)

Supporters with specific access needs may require a Personal Emergency Evacuation Plan (PEEP) to ensure they can exit the stadium safely in the event of an emergency. If you require a PEEP, please contact our Disability Access Officer in advance. This allows us to plan appropriate assistance tailored to your needs and ensures you can enjoy the match with confidence.

Contact the Disability Access Officer:

• Phone: 01332 667528
• Email: [email protected]

Supporting Documentation We will Consider

Please find below a list of supporting documentation we may consider when reviewing a reasonable adjustment application.

• Receipt of the Disability Living Allowance (DLA) or War Pensioners' Mobility Supplement (or government standard equivalent).
• Receipt of Personal Independence Payments (PIP)
• Receipt of Severe Disablement Allowance or constant Attendance Allowance.
• 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, OT, 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.
• The Access Card (if a Personal Assistant is required, the card would need to show the +1 symbol)
• Blue Badge (for accessible parking).

Important:

• This list is not exhaustive, other evidence may be considered.
• If you are applying for a Personal Assistant Ticket, please refer to the 'Personal Assistant Ticket Section' of this policy for more information and guidance.
• The club reserves the right to request additional proof of disability, if there is reasonable doubt, regarding the request.
• For more information, the club recommends consulting the Level Playing Fields website.

Personal Assistant (PA) Tickets

At Derby County we are committed to providing an inclusive and accessible matchday experience for all supporters.

Where a disabled supporter would otherwise be placed at a substantial disadvantage when attending a fixture without additional support, we may provide a complimentary Personal Assistant (PA) ticket as a reasonable adjustment in line with our obligations under the Equality Act 2010.

PA tickets are issued to enable a disabled supporter to access matchday services on an equal basis with non-disabled supporters.

It is important to note:

• A PA ticket is not a concession or a two-for-one offer.
• It is provided solely where a supporter requires the assistance of another person due to disability-related needs.
• A medical diagnosis alone does not automatically qualify a supporter for a PA ticket.
• Eligibility is determined by the functional impact of a condition and whether support is required to remove a substantial disadvantage.
• PA tickets are not normally issued for temporary conditions such as short-term injuries or recovery periods, as these do not typically meet the threshold of disability under the Equality Act 2010.

• Any supporter attending solely as a PA is not entitled to Season Ticket benefits, including renewal rights or priority purchase periods.
• A season attended solely as a PA will constitute a break in consecutive Season Ticket ownership in that individual’s own name. PA tickets do not accrue loyalty history.

Requesting A Complimentary Personal Assistant Ticket (PA)

To apply for a PA ticket, supporters must:

1. Complete a Reasonable Adjustment Form
2. Provide appropriate supporting documentation.

Each application is assessed on a case-by-case basis.

When reviewing applications, we consider:

• Whether the supporter meets the definition of disability under the Equality Act 2010;
• Whether attending matches without a PA would place them at a substantial disadvantage;
• Whether the support required goes beyond what would reasonably be expected of a companion or supervising adult.

Receipt of Disability Living Allowance (DLA), Personal Independence Payment (PIP), or other benefits will be considered as supporting evidence. However:

• The presence or absence of a particular benefit does not automatically entitle a supporter to a PA ticket.
• Benefit rates alone do not determine eligibility.
• Additional evidence may be requested where the information provided does not clearly demonstrate the need for a PA.

Supporting Documentation

We require clear and relevant evidence demonstrating that the supporter requires assistance to attend matches safely and effectively.

Examples of supporting documentation may include:

• Personal Independence Payment (PIP)
• Disability Living Allowance (DLA)
• Attendance Allowance or Severe Disablement Allowance
• War Pensioners’ Mobility Supplement
• A letter or report from a medical or healthcare professional describing the functional impact of the condition and the support required in a matchday environment
• An Access Card with a +1 symbol
• Evidence from Social Services confirming eligibility for support

Important:

• Where benefit award letters are provided as evidence, full documentation is preferred to support assessment. However, decisions will be made based on the overall information provided and functional impact in a matchday environment.
• Confirmation of diagnosis and/or medication alone may not be sufficient without evidence of functional impact.
• This list is not exhaustive and other relevant documentation may be considered.
• If the evidence provided does not demonstrate a clear need for a PA, the application may be declined.

For away fixtures, the away club’s accessibility criteria will apply.

Supporters Under 16

Under Pride Park Stadium Ground Regulations, all supporters under the age of 16 must be accompanied by an adult aged 18 or over.

This safeguarding requirement applies to all children, regardless of disability.

For disabled supporters under 16:

• The requirement for adult supervision does not automatically qualify the accompanying adult for a PA ticket.
• A complimentary PA ticket will only be issued where evidence demonstrates that the child requires disability-related assistance beyond standard parental or supervisory responsibilities.

Each case will be considered individually, taking into account the child’s specific access requirements.

Young Carers (Under 16's)

Under Pride Park Stadium's Ground Regulations, children under the age of 16 must be accompanied by an adult (aged 18 or older). Whilst we recognise and value the crucial role young carers play, they can only be accepted as a PA with prior authorisation from the Disability Access Officer.

If a PA ticket is requested due to a deterioration in the disabled supporter’s condition, a PA under the age of 16 may not be authorised to fulfil this role.

Additionally, if a PA under the age of 16 attends with a disabled supporter requiring access support and fails to present valid photo ID, we reserve the right to refuse admission. This does not apply if there are other adults within the party who can accept responsibility for the young carer.

The Role of a Personal Assistant

By accepting a PA ticket, the PA agrees to provide necessary disability-related support throughout the matchday.

This may include:

• Assistance with access and movement
• Communication support
• Assistance with seating
• Support during emergency evacuation
• Other disability-related assistance as required

The PA must be capable of fulfilling these responsibilities.

PA tickets are issued solely for this purpose and must be used in accordance with club terms and conditions.

The PA must enter the stadium with the disabled supporter and sit in the allocated adjacent seat (subject to availability and stadium configuration).

Travel Arrangements

PA tickets are issued to provide support within the stadium environment.

They do not cover travel to or from fixtures.

Supporters are responsible for ensuring that appropriate support arrangements are in place for the full duration of the matchday experience.

Supporters under 16 must be accompanied by an adult aged 18 or over at all times.

Misuse of the Scheme

The club reserves the right to investigate suspected misuse of PA tickets.

Where deliberate misuse is identified, this may result in:

• Withdrawal of PA eligibility
• Ticket cancellation
• Further action in accordance with club policy and applicable law

PA tickets are transferable between suitable PAs; however, tickets issued to the disabled supporter are not transferable.

Season Tickets:

Supporters with access requirements, including disabled supporters, can purchase season tickets at the appropriate age-band price, whether online (renewals in phase one only), over the phone, or in person. We understand that some supporters may prefer or need to purchase in a certain way, and we aim to ensure the process is as accessible and flexible as possible. Whilst some supporters may require accessible seating, others may choose standard seating options. We encourage all supporters with access requirements to inform us of any specific needs during the ticketing process so we can ensure the most suitable arrangements are in place.

Half-season tickets are typically made available a few weeks before Christmas to provide additional flexibility for the latter half of the season.

Match Tickets:

Supporters with access requirements, including disabled supporters can purchase match tickets at the appropriate age-band price, online, over the phone, or in person. We understand that some supporters may prefer or require a specific method of purchase, and we aim to make the process as accessible and flexible as possible. Tickets may also be available on matchday, subject to availability. Whilst some supporters may require accessible seating, others may choose standard seating options. We encourage all supporters with access requirements to inform us of any specific needs during the ticketing process so we can ensure the most suitable arrangements are in place.

Personal Assistant Tickets:

Personal assistant tickets are provided at no additional cost to disabled supporters who require assistance. For more information, please refer to the 'Personal Assistant Section' of this policy.

Ticket Availability:

The availability of tickets is subject to demand and the capacity of all seating areas, including accessible sections. To ensure the best experience, supporters with access requirements, including disabled supporters are encouraged to book early and communicate any requirements when purchasing tickets

If you need assistance or guidance with purchasing tickets, please refer to our Purchase Guide for Seating, Parking, and Memberships or call the Accessibility Team on 01332 667528.

Hospitality

At Pride Park Stadium, we are committed to offering hospitality opportunities that are designed to meet the needs of all supporters, including disabled supporters and those with other access requirements. We are dedicated to ensuring that everyone can enjoy their matchday experience in comfort and style.

Personal Assistant Tickets

Disabled supporters who require a personal assistant to accompany them in a hospitality area may qualify for a complimentary Personal Assistant Match Ticket (subject to qualification). Please note that all other components of the hospitality package will be charged at the appropriate price.

Wheelchair Users

Wheelchair users are encouraged to contact a Hospitality Sales Representative. This ensures that the best hospitality package is selected and that the chosen package includes access to an available wheelchair space.

Access and Dietary Requirements

If you have specific access or dietary requirements, please contact us before booking. This allows us to make the necessary arrangements to accommodate your needs.

Contact Information

Email: [email protected]

Phone: 01332 667525

We are committed to creating an inclusive and enjoyable matchday experience for all supporters.

Support for Supporters with Temporary Access Requirements

We understand that some supporters may have temporary access requirements (e.g. broken leg) that could impact their ability to fully enjoy the matchday experience. Our Accessibility Team is here to help ensure your visit is as comfortable and enjoyable as possible.

Support for Temporary Access Requirements

We offer tailored support to address temporary access requirements, including assistance with seating, accessing facilities, or making necessary adjustments during the matchday.

Contacting the Accessibility Team

If you require assistance, we encourage you to contact our Accessibility Team in advance of the match. Reaching out as early as possible will help us make the best arrangements for your visit.

For more information or to arrange support, please get in touch.

Phone: 01332 667528

Email:[email protected]

Additional Compliance Requirement

In addition to this Supporter Accessibility Policy, all supporters must comply with the club’s Ticketing Terms and conditions and Ground Regulations, which can be found on our website at www.dcfc.co.uk .These rules apply to ensure a safe and enjoyable experience for everyone attending matches.

Feedback & Contact Information

We are committed to providing an inclusive and enjoyable experience at Pride Park Stadium. Your feedback is invaluable in helping us improve accessibility and services for all supporters.

If you have any suggestions, comments, or concerns, or if you experience any changes in your condition or contact details, please get in touch with us. Keeping your information up to date allows us to provide you with the best possible support.

Contact the Accessibility Team

Phone: 01332 667528

Email: [email protected]

We look forward to hearing from you and working together to ensure a comfortable and enjoyable matchday experience.