Fan Advisory Board

• Season Ticket holders: Jennifer Ball
• Away match attendees: Mark Silverstein
• International Members: Ryan Saulsbury
• Gold Members: Tim Richards
• Hospitality guests: Chris Wait
• Women’s Supporters Group: Claire Jane-Pope
• Crystal Palace Independent Supporters Group: Sandy Weller
• Disability Supporters Association: Charlotte Woodward
• Proud and Palace: Kate Murray
• Holmesdale Fanatics: Daniel Grant

The club were deeply saddened by the recent passing of Disability Supporters Association chair and representative Bruce Muirhead. We extend our deepest sympathy to his family and friends at this sad time.

Season Ticket Holders – Jennifer Ball

I’m Jen Ball, the representative for Season Ticket Holders on the FAB.

As a long-time Season Ticket Holder in the Upper Holmesdale, I’m passionate about enhancing communication regarding the FAB and ensuring the voices of our Season Ticket Holders are heard.

I want to gather your feedback and ideas to share with the club. You can reach me on various fan social media groups or by emailing me at cpfcfab@outlook.com.

Away Match Attendees – Mark Silverstein

Hello, I am Mark Silverstein. I represent Away Match attendees on the FAB.

I have been a home match Season Ticket Holder since 2004 and an away match Season Ticket Holder since 2013. Having attended hundreds of away matches I understand the issues facing away supporters, but always welcome feedback from other away supporters.

I can be contacted on cpfcfab@outlook.com.

International Members – Ryan Saulsbury

Hello from San Francisco. My name is Ryan Saulsbury and represent the International Members on the FAB.

Palace found me in 2010. 2013 season I started HolmesdaleUSA to connect with other Palace fans stateside. SInce then have helped many stateside groups grow, have meetups and connect with others. This has also included events and displays around stateside tours from the club and league and connecting with others abroad.

I always look forward to connecting with Palace fans so if you're looking for others in your area to connect with or need to find others while traveling send me a message. And of course if you need help with anything as an International member or as a fan abroad send a message too.

You can contact me at holmesdaleusa@gmail.com or on cpfcfab@outlook.com or find us on social media @holmesdaleusa on most platforms.

Gold Members – Tim Richards

Hi there. My name is Tim Richards. I have the honour of representing the Gold Members family on the FAB.

Palace has been in my blood for over 45 years, some of which I was a steward. I am passionate about bringing the club and fanbase closer together.

I can be contacted at cpfcfab@outlook.com.

Hospitality Guests – Chris Wait

Hello. I am Chris Wait and I represent the Hospitality Season Ticket Holders.

I have been a Palace fan since I was a young boy and have been a Season Ticket Holder for 25 years and a vice-President for 22 years.

I would welcome any suggestions or feedback that you might have and can be contacted on cpfcfab@outlook.com.

Women's Supporters Group – Claire Jane-Pope

Hi! I am Claire Jane-Pope, I represent the Women’s Team Supporters on the FAB.

My wife has been a lifelong Palace fan and I have always been a women’s football fan so we naturally met in the middle and are Season Ticket Holders along with our children.

I can be contacted at cpfcfab@outlook.com or feel free to say hi if you see me around!

Crystal Palace Independent Supporters Group – Sandy Weller

Hello, I am Sandy Weller. I’ve been a Palace fan since the mid 70’s when I used to stand on the Park Road and later the Holmesdale terraces. After a brief sojourn in the Arthur Wait in the early 90’s I’ve been a Season Ticket Holder in the Main Stand for the last 30 years.

I’m founding member of Crystal Palace Independent Supporters Association (CPISA) and am delighted to become the latest CPISA rep on our FAB and will continue to work to represent supporters’ collective and individual interests to the club.

I can be contacted at info@cpisa.co.uk or cpfcfab@outlook.com.

Disability Supporters Association – Charlotte Woodward

Hello! I’m Charlotte Woodward and I represent the Crystal Palace Disabled Supporters Association on the Fan Advisory Board, working to improve access, facilities, and the matchday experience for all disabled supporters.

I’ve been a Season Ticket Holder with my son in the Main Stand for several years and am committed to making Selhurst Park a welcoming and inclusive place for everyone.

I can be contacted on cpfcfab@outlook.com.

Proud and Palace – Katey Murray

Hi, I'm Katey Murray, I represent the Proud and Palace (CPFC official LGBTQ+ supporters' group) on the FAB.

I'm a lifelong Palace fan, attending my first game in 1985, a many more home and away games ever since. I currently work as a senior steward for the club, having worked most home games and away games for the past 10 years.

I’ve been a member of Proud and Palace since 2018 and understand many of the issues that members of the LGBTQ+ community face, however I'm also open to feedback/suggestions from not just members but also allies of the LGBTQ+ community.

You can contact me at cpfcfab@outlook.com or if you ever see me around on a matchday, please come and say hi! Up the Palace!!!

Holmesdale Fanatics – Daniel Grant

Hi, I’m Daniel Grant, representing the Holmesdale Fanatics. I have been a Season Ticket Holder since 2004 and member of the HF since 2006.

I can be contacted on cpfcfab@outlook.com.

Name	Representing	Role
Sharon Lacey	CPFC	Chief Executive Officer
Caron Streeter	CPFC	Head of HR
Paul McGowan	CPFC	Head of Ticketing
Nicola Gibbons	CPFC	Head of Supporter Services
Daniel Smith	CPFC	Lead Safety Officer
Clive Mitchell	CPFC	Health, Safety & Security Manager
Matt Franks	CPFC	Head of Marketing
Patrick Moore	CPFC	Supporter Liaison Officer
Charlotte Carter	CPFC	Women’s General Manager
Bobby Webbe	Palace for Life Foundation	Fundraising Manager
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Sandy Weller	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Ryan Saulsbury	FAB International Members
Charlotte Woodward	FAB Disabled Supporters Association

Apologies:

• Katie Murray
• Daniel Grant

Introductions

The Club Introduced Caron Streeter as new Head of HR to replace Julie Brown.

1. Ticketing

1.1 Season ticket sales status compared to last year

The Club noted that season ticket renewal uptake has been slightly slower than at the equivalent stage last season, reflecting the additional fixtures and associated ticketing activity during the renewal period. Renewal levels are nevertheless expected to be in line with last season.

With 11 days remaining in the renewal period, the Club remains confident that season ticket sales will meet projected targets. Renewal rates currently stand at 95%, with any remaining capacity expected to be filled from the season ticket waiting list.

FAB enquired whether reminder communications would be issued to supporters who had yet to renew. The Club confirmed that reminders would be sent, and the Head of Ticketing advised that targeted communications would increase following the cup final to encourage renewals ahead of the deadline.

1.2 Arsenal transfer/resale process and how handled

The Club outlined a number of measures being introduced to strengthen the ticketing process and reduce misuse ahead of high-demand fixtures.

These measures include the introduction of a new online queuing system, whereby supporters are placed in a virtual waiting room 30 minutes before tickets go on sale. All users present in the waiting room prior to the onsale time are allocated a random position in the queue before being granted access to purchase tickets. During this process, accounts are digitally assessed to identify potential bots or suspicious activity. Accounts identified through these checks may be moved to the back of the queue or removed entirely. For the Arsenal fixture, approximately 70,000 accounts entered the waiting room, of which around 35,000 were identified as bots. It was noted that, in some instances, genuine supporters may also be flagged where VPN usage or unusual account activity is detected.

The Club confirmed its intention to utilise this system for all major fixtures going forward. It was noted that, without these safeguards, tickets would typically sell out within approximately 20 minutes. However, the enhanced security measures have extended sales periods to around two hours, providing greater opportunity for genuine supporters to access tickets.

The Club also advised that approximately 200–300 manual ticketing checks are expected to be undertaken ahead of Sunday’s fixture. Accounts selected for review will be identified based on purchasing patterns and account activity. In certain cases, supporters may be required to collect tickets from the box office and provide photographic identification matching the booking details.

Further discussion focused on ticket allocation and transfer arrangements. Supporters are currently permitted to purchase up to four tickets per transaction, subject to Friends and Family eligibility requirements. It was noted that tickets may be held in baskets for up to 15 minutes before eligibility checks are completed, which can distort the number of tickets shown as available and give supporters a misleading impression of the remaining inventory. The FAB suggested limiting purchases to one ticket per transaction, but the Club advised that this would inconvenience genuine supporters purchasing on behalf of eligible family members or friends who wish to sit together. As an alternative, the FAB suggested that Friends and Family eligibility checks be completed before tickets are added to a basket, to provide a more accurate reflection of ticket availability.

The Club confirmed that tickets remain reserved within supporters’ baskets for up to 15 minutes before being released back into general sale. It was also explained that supporter seat selection remains necessary due to the presence of restricted-view seats within the stadium, whereas some other clubs operate automated seat allocation by stand.

FAB members raised concerns regarding supporter awareness and understanding of the ticketing process, noting that frustration often arises from uncertainty around the controls and procedures in place. The Club acknowledged that the ticket transfer and resale process requires further development and refinement but emphasised that any changes must balance supporter access with safety, operational requirements, and Premier League regulations.

The importance of providing additional communication and greater clarity regarding ticket transfer rules and resale restrictions was discussed as a means of improving supporter understanding and reducing misuse of the system.

1.3 Away fans in home sections

The Club confirmed that significant efforts continue to be made to minimise the number of away supporters accessing home sections, whilst recognising that it is unlikely the issue can ever be eliminated entirely. Measures currently in place include random ticket checks, steward observations at turnstiles, enhanced CCTV monitoring, the use of crowd spotters, and assessments of supporter behaviour and items of clothing where concerns are identified.

The Club emphasised that its primary objective is to identify and remove away supporters from home areas wherever possible, whilst ensuring matchday operations are not unnecessarily disrupted. Members were encouraged to utilise the Club’s matchday text reporting service to report any concerns or incidents during fixtures. All FAB members agreed to assist in promoting the matchday text reporting service and encourage supporters to make use of it ahead of the fixture.

The Club also highlighted the considerable pressure placed on ticket office and matchday staff during high-profile fixtures, noting that staff have been subjected to unacceptable levels of verbal abuse despite extensive efforts to manage the challenges presented. It was acknowledged that evolving circumstances, operational requirements and stadium security considerations mean that not all measures and processes can be communicated in full in advance. However, the Club will continue to review its communications and engagement with supporters to ensure information is shared as effectively as possible.

Sunday’s fixture was described as likely to present particular operational challenges. The Club confirmed that a full review would be undertaken following the match to assess the effectiveness of the measures implemented, identify areas of success and consider any opportunities for improvement.

FAB also enquired whether Arsenal supporters identified in home sections could face sanctions from their own club. The Club advised that clubs may take action in relation to serious behavioural offences, such as pitch incursions or the use of pyrotechnics, but that sanctions specifically relating to the purchase of tickets in home areas would be unlikely.

1.4 Resale of hospitality tickets next season

A discussion took place regarding the absence of a resale option for hospitality tickets, particularly given the cost of hospitality packages and the fact that supporters may be unable to attend every fixture.

The Club advised that a hospitality resale facility would currently only be considered for fixtures that have sold out, but confirmed there was no objection in principle to exploring the possibility further. FAB suggested that the matter should be reviewed ahead of next season.

The Club explained that introducing a hospitality resale platform presents additional complexities compared with the standard ticket exchange system. As a result, any future resale solution would need to operate through a controlled process rather than an open, fully automated platform, ensuring that tickets are redistributed appropriately and to suitable purchasers.

2. UEFA Conference League Final

FAB stated that the process had gone well, with supporters expressing satisfaction regarding how everything had been handled. Positive feedback had been received from fans throughout.

It was also noted by the Club that a significant amount of work had been carried out by the Head of Ticketing and the Marketing team, and thanks were given to the Club by the FAB for ensuring the process ran smoothly.

3. Women’s Team Update

The club introduced Charlotte Carter in her new role as General Manager within the women’s team. Charlotte explained that she had joined the women’s side two months earlier and that the team had since been promoted to the Women’s Super League. She is continuing to familiarise herself with the operations and activities across the women’s side of the club. It was also confirmed that women’s season tickets had gone on sale a couple of weeks earlier, with a price freeze in place for renewals.

The Club reported that approximately 100 season tickets have been renewed to date. Ambitions to increase attendances and further develop the women’s side were discussed, including improvements to matchday organisation and supporter engagement initiatives, with support from Charlotte in these areas. The Club also highlighted ongoing work to strengthen partnerships with local schools as part of efforts to increase ticket uptake. It was noted that a number of exciting projects are currently in development.

The Club outlined plans to introduce a scheme aimed at supporting attendance for individuals who may otherwise face financial barriers to attending matches. Under the proposed initiative, supporters would have the opportunity to purchase and donate a season ticket, at a cost of approximately £125, to the Palace for Life Foundation. The donated ticket would be used to provide access to fixtures for beneficiaries of the scheme.

FAB enquired whether supporters would also be able to donate their own season tickets through the Palace for Life Foundation. The Club confirmed that discussions had taken place regarding this concept, although further work is required before such a scheme could be implemented.

The Club explained that the initiative is intended to provide opportunities for young people to attend for the first time. It would also seek to engage individuals who may not currently attend football matches, encouraging wider participation in and enjoyment of the game, while supporting those who may otherwise be unable to access live football.

FAB also asked whether the initiative would be supported by a communications campaign. The Club confirmed that publicity would be undertaken once the details of the scheme had been finalised. It was further noted that one of the challenges associated with donation-based initiatives is ensuring supporters understand the impact of their contribution. The Club therefore expressed a desire to provide appropriate feedback and transparency regarding how donated tickets are used and the communities and individuals benefiting from the scheme.

FAB requested club to look into Away coaches for the 5 long distance games and Away season tickets.

4. Stadium Update

4.1 Commencement date for the works

The Club provided an update on plans for the new stand, confirming that the project remains on schedule and that construction works are expected to commence during the summer.

4.2 FAB input into the fan movement logistics during construction

The Club confirmed that, based on current planned works, only hospitality areas would be directly affected in the initial phase, with all associated changes expected to be completed ahead of the start of the new season. Planned adjustments include the relocation of toilet facilities within the Main Stand and the introduction of two temporary replacement hospitality areas.

FAB raised concerns regarding supporter movement and accessibility during the works, emphasising the importance of ensuring that all supporters are able to access and move around the stadium safely and effectively. The Club confirmed that the Glaziers entrance would remain the primary point of entry and provided reassurance that there would be no increase in stair usage for disabled supporters, with existing arrangements remaining unchanged. It was further reiterated that disabled supporters would continue to use current access routes without alteration.

The Club added that no final decisions have yet been made, as options remain under review to ensure that the preferred solution delivers long-term benefits rather than addressing short-term requirements alone.

4.3 Plans for Main Stand Development

FAB asked when the final arrangements and associated changes would be confirmed. The Club explained that discussions remain ongoing and that proposals have been revisited on several occasions to ensure the correct outcome is achieved. The Club confirmed that, once finalised, it would be content to share the details with the FAB for communication purposes; however, no formal plans have yet been signed off for release.

4.4 Supporter Bricks

The Club confirmed that all bricks would be carefully retained during the works and that an appropriate method for their presentation and return to supporters would be developed.

FAB queried how supporters would be kept informed and who should be contacted in the interim. The Club advised that all enquiries should be directed to Nicola Gibbons and confirmed that no public communication would be issued until after the UEFA Europa Conference League Final.

It was further clarified that not all bricks are memorial bricks, and that any updates relating to the Main Stand redevelopment will need to align with the overall approach to how bricks are managed.

5. Update on Kit Sponsor

The Club confirmed that it is very pleased with the progress made in securing the kit sponsorship agreement.

FAB enquired about the timing of any forthcoming announcements. The Club advised that an announcement is expected imminently, although no specific date was confirmed.

6. Working Groups

6.1 Loyalty Points

The Club explained that the current period is unprecedented in terms of workload and, as a result, progress has temporarily slowed. However, it was confirmed that this work will be resumed over the summer period.

The Club reiterated that this remains an area of strong focus and interest but acknowledged that time constraints have impacted the pace of progress to date. The intention is to recommence structured work following the final match, with meetings scheduled over the subsequent months to support continued development.

6.2 Sustainability

The Club provided an update on sustainability, apologising that there had not been many formal meetings recently, while noting that work has continued behind the scenes. It was confirmed that the Premier League had requested the Club’s carbon footprint data, which was completed and submitted on 1 May.

The Club outlined an intention to take the group through relevant policies and to share feedback received from the Premier League. It was noted that the Club will continue to drive this work forward to ensure sustained progress.

6.3 Heritage Assets

FAB suggested that music could be considered as part of the Club’s heritage assets, alongside wider discussions regarding the preservation of Crystal Palace FC’s heritage. It emphasised the importance of ensuring that, where the Club is considering any changes to heritage assets, the FAB is involved in the process rather than being informed at a late stage.

The Club agreed that this should be discussed further as a group and noted that the Premier League has published guidance on heritage assets as part of the Fan Engagement Standard, which may be helpful in informing future discussions. FAB added that the wider supporter base may also have additional ideas in this area, which could help shape and inform future considerations.

7. EDI

The Club highlighted recent recognition at the Football Business Awards, confirming that it had won an Equality, Diversity and Inclusion (EDI) award. A range of key projects delivered under this workstream were outlined, including the “Level Up Women in Football” series, developed in collaboration with Motorsport UK and Surrey Cricket, aimed at women aged 16–24 exploring careers in sport. The programme received approximately 200 applications for 30 available places, with workshops commencing on 30 May.

Further initiatives included an exhibition for Black History Month in partnership with Surrey FA, as well as a session delivered with Women in Sport focused on addressing the underrepresentation of Black women in football, featuring speakers from across the sector. The Club also referenced wider activity, including a Women’s Empowerment initiative, the one-year anniversary of the Women of SE25 supporter group, the ten-year anniversary of the Crystal Palace Disabled Supporters Association, and ongoing work with the Mental Health Foundation, noting that significant activity has taken place across these areas.

FAB welcomed the update, noting that many organisations are currently scaling back activity in this space and highlighting the importance of the Club’s continued commitment. The Club emphasised that this work extends beyond mandatory requirements and reflects the passion and dedication of staff involved in delivering these initiatives. FAB suggested that the Club should further promote and formally publicise this work.

The Club advised that, when originally committing to the Fan Engagement Standard and establishing the CPFC FAB, the intention was to ensure representation from diverse cultures and backgrounds across the group. The Club expressed the view that there is a need to appoint a fan representative from minority faith and ethnic backgrounds, which could be achieved either through the Palace for Life Foundation or by identifying an individual from the wider supporter base to join the group. FAB agreed with this approach and also suggested that a representative from Women of SE25 should be included within the FAB.

8. AOB

8.1 Stadium playlist and music volume

FAB raised several supporter complaints regarding the stadium playlist, in particular the volume of music, noting that it can make it difficult for supporters to hold conversations. While acknowledging that the new PA system represents an improvement, it was suggested that current volume levels may be too high and should be reviewed. FAB also highlighted the importance of ensuring there are moments within the matchday experience where supporters can lead celebrations, rather than music consistently dominating.

The Club responded that the system is an overall improvement but agreed there has been a period of adjustment for both supporters and the Club. It was described as a learning curve, with settings not yet fully settled. The Club emphasised that the intention is to create a strong matchday atmosphere, including allowing supporters to lead at appropriate moments, while also managing music levels across different phases of the fixture, such as kick-off and half-time.

It was acknowledged that achieving the right balance across the stadium is challenging, and that post-match feedback is important in identifying areas that may be too loud or too quiet. FAB noted that the experience can vary across the three stands, referencing the Main Stand, Arthur Wait Stand and Holmesdale Stand. The Club suggested the potential use of a sound engineer to move between stands and gather real-time feedback on the matchday sound experience. It was also noted that presenters and relevant staff will continue to engage on this area, with the possibility of trialling adjustments over a small number of fixtures at the start of next season.

The discussion also broadened to the overall matchday experience. FAB raised concerns that some changes risk shifting the stadium experience towards a more American-style entertainment model, potentially moving away from what makes Selhurst Park unique. The Club responded that matchday elements are carefully considered, including the use of pyrotechnics, noting that the Club would be among the few not to use them if they were removed entirely.

FAB expressed the view that flag wavers should be removed. The Club clarified that they are now used only before kick-off and are no longer used after goals. FAB referenced their previous use following goals as having been trialled. The Club confirmed this had been tested previously but was adjusted in response to supporter feedback, and that decisions are made with fan input in mind. The current approach is to use flag wavers as players enter the pitch, reflecting supporter preference.

8.2 International Members App Revamp & Meet-Up Locations

The Club outlined plans for a revamp of the official app, including improvements to the “International Members” section. FAB suggested that this functionality could be used to better promote international member meet-up locations. The Club responded positively, confirming that it is content to align communications with wider supporter engagement activity.

FAB also raised the idea of establishing initial meet-up points, such as local pubs, for international supporters. The Club agreed to explore suitable venues and to investigate potential options.

It was further noted that, while in Poland, the Club had met with the German Eagles supporters’ group, and that there is potential to develop further connections with similar international supporter organisations.

8.4 International Members Engagement Activities

The Club reported that it had recently held an International Members event which included a Q&A session with Mark Bright, alongside a supporter quiz.

The Club’s Membership Manager requested that a list of attendees from the International Members group be shared with Ryan. It was acknowledged that, while the event was successfully delivered, it could have benefited from improved promotion.

8.5 Club Foundation Update

The Palace for Life Foundation thanked attendees for their feedback regarding the Premier League Fans Fund application and confirmed that it is currently awaiting notification from the Premier League on the outcome of the application.

8.6 Survey Feedback & Planning for Next Season

FAB asked about the assessment survey required as part of the Club’s Fan Engagement Standard obligations and emphasised the importance of the results being reviewed collectively by the group prior to the submission of the official report to the Premier League.

The Head of Supporter Services advised that she would arrange for the survey questions to be circulated to all Fan Representatives in a format that would allow responses to be submitted anonymously to the Club, after which a meeting would be scheduled to review the findings.

The Club also confirmed that anonymous surveys could be used to support the collection of feedback and inform future improvements.

FAB further advised that the Premier League Matchday Experience survey and EY ticketing analysis should also be reviewed and discussed by the group. The Club agreed to make the necessary arrangements following the UEFA Europa Conference League Final, noting that the documents would first need to be reviewed internally.

Feedback received following the Arsenal match regarding the text notification service has been noted. A review will be undertaken to identify any improvements ahead of the new season.

Present

Name	Representing	Role
Sharon Lacey	CPFC NBLO	Chief Executive Officer
Julie Brown	CPFC	Chief People Officer
Paul McGowan	CPFC	Head of Ticketing
Nicola Gibbons	CPFC Co Chair	Head of Supporter Services & DAO
Foz Bowers	CPFC	Head of Retail
Bobby Webbe	Palace for Life Foundation	Fundraising Manager
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Katey Murray	FAB Proud and Palace
Claire Jane-Pope	FAB Women’s Supporters Group
Jennifer Ball	FAB Season Ticket Holders
Sandy Weller	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Daniel Grant	FAB Holmesdale Fanatics
Ryan Saulsbury	FAB International Members
Charlotte Woodward	FAB Disabled Supporters Association

FAB Successes from previous meetings

• A repeat of last year’s survey was sent to the supporter base from the club.
• Improvements have been made to the public catering offering starting with concessions in the Holmesdale Road Stand which have had new food items added to the menu.  The club will be making further improvements for offerings throughout the stadium.
• The club will be trialling extending the post-match opening hours of some of the bars at the Wolves game and welcomes feedback from supporters.
• The club has created a working group, which includes three Fan Representatives from the FAB, to review the current Loyaly Points scheme.
• Various new lines/collections of merchandise and clothing will be launched online and in store very soon.

Introductions

Nikki Gibbons opened the meeting by thanking everyone for their attendance. Sharon Lacey announced Nikki Gibbons’s promotion to Head of Supporter Services and Disability Access Officer. The FAB were informed that Nikki will be leading future meetings as Co-chair whilst Sharon will remain as the Nominated Board Level Official (NBLO). The Club apologised for the delay with publishing meeting notes previously and will ensure they are written up and circulated for review by the end of week.

Matters arising from previous meeting

The Club reviewed actions from the previous meeting.

A discussion took place regarding the Centenary Wall bricks. The Club would like to reach out to brick owners through Club channels. FAB offered to contact the supporter groups they represent and suggested the Club use its social media channels and official website to invite supporters to discuss the plans for this.

The Club advised that the FAB survey had been completed on behalf of the FAB and just over 1,100 supporters had taken part.  Although the results are ready, the Club would like to be able to provide a comparison with the responses received for the previous season’s survey.  This will be shared with the FAB as soon as it is ready.

The Club updated the FAB on discussions with two FAB representatives about raising the profile of FAB social media channels. It was agreed that the Head of Supporter Services will ask the social media team to engage with selected posts to increase visibility, with further discussions to take place on content. The Club asked FAB to notify them when posts are published so support can be given to maximise views and interaction. FAB advised that they would like to create content to raise awareness of Palace charities, but will need support. The Club also proposed a matchday ‘spotlight video’ featuring FAB members to increase social media traction and awareness of the FAB among the wider fanbase.

FAB requested an update on reaching out to European clubs that Crystal Palace supporters have visited to obtain feedback on their behaviour. The Club have said they have and will keep requesting this feedback but haven’t received a response yet.

An update was requested on extending matchday bar and kiosk opening hours for high-risk fixtures or when there are known travel issues. The Club agreed this would benefit supporters wishing to stay after the game and asked FAB to suggest suitable locations. FAB recommended the Red and Blue Bar, Stanley Stephenson Lounge, and Glaziers. The Head of Supporter Services will review current opening and closing times and identify any additional bars that could remain open post-match. FAB requested that any changes be well publicised in advance to allow supporters to plan accordingly.

Ticketing

The Club confirmed that a working group has been established to review the current Loyalty Points System and has held its first meeting. The group includes FAB members representing Season Ticket holders, Away Match attendees, and Gold Members, alongside Club representatives including the Head of Ticketing, Head of Supporter Services, Inclusion and Wellbeing Officer, Head of Commercial, and CEO. The Club stated that various proposals will be considered to identify the fairest options and reviewed.

The Club advised that they are researching how other Premier League and top Championship clubs use loyalty points and what system they have in place for away ticket sales to use as a starting point for potential alternatives.  FAB acknowledged the challenge and highlighted that supporters will appreciate any effort to make the process more equitable. The Club confirmed that a loyalty points system for Women’s team supporters will also be considered as part of the review.

The Club provided a positive update on Mostar ticket sales, noting that the away allocation had sold out and that supporters with 10,000 loyalty points had been able to purchase tickets. FAB reported receiving positive feedback from supporters who thought they might not have had the chance to attend. Tickets for the home fixture remain available and are selling well.

FAB raised concerns about away supporters purchasing tickets in home areas and asked how the Club plans to address this. The Club responded that the tickets are usually bought and resold by members. Details are recorded for any supporter ejected from home sections, and once the original purchaser is identified, their ticketing account is immediately blocked.

The Club reassured that a high number tickets suspected of being touted are blocked before high-profile games, and supporters are required to collect tickets on matchday with valid photo ID matching the ticket. While the Club aims to be welcoming to new members, it must balance this with the safety and security of all at Selhurst Park. FAB suggested using the matchday text alert service for anonymous reporting of away fans in home areas and asked whether the contact number could be printed on tickets. The Club agreed and is also exploring a shorter 5-digit number to make reporting easier.

The Club stated that they will do a better job of promoting the matchday text alert number. The FAB offered to assist by sharing it via their social media channels. The Club agreed and added that supporters can also help with supporter safety by reporting fans displaying poor behaviour. FAB noted that although away fans purchase these tickets, they are not always easily identifiable, which complicates efforts to address the issue.

The Club reiterated that there is zero tolerance for away fans in home areas and confirmed that they are immediately removed for everyone’s safety.

Season Ticket and Match Ticket pricing for 2026/27 season

The group discussed FAB’s involvement in season ticket and match ticket pricing for the 2026/27 season. FAB expressed a desire to be as involved as possible while understanding that final decisions rest with the Club. They noted that brief discussions are insufficient, proper consultation is necessary. The Club responded that pricing discussions have not yet begun and outcomes remain uncertain, as many factors influence potential pricing.  The Club expressed a desire for a collaborative approach with FAB, though agreement may not always be possible. The Club confirmed that options will be discussed with FAB, who will be involved in the decision-making process, and that more consultation sessions will be scheduled.

FAB highlighted that they would like the opportunity to provide input as a group during consultation sessions, rather than having to repeat discussions in scheduled FAB meetings.

Retail and Merchandise

The Head of Retail, Foz Bowers, was introduced to the group and announced that a new retail designer has joined the Club. Collaboration with various stakeholders has begun to introduce new clothing ranges, including a new summer collection.

The Club advised that plans are underway to refurbish the Club shop and introduce more modern clothing collections. They asked FAB if there were any items they would like to see added.

The Club also suggested that it may introduce pop-up shops around the stadium on a matchday which will sell popular items.

The FAB raised concerns about long delivery and fulfilment times, noting the process should be straightforward. The Club confirmed they have a strong team in place, are focusing on processes and that ongoing issues should now be resolved.

FAB also highlighted that supporters should be informed if items will not be restocked, and that popular items should be replenished. The Club explained that some items may not be restocked, but agreed it would be beneficial to invest in popular items. They plan to add notes on the website for items not being restocked.

The FAB suggested displaying Women’s team posters in the Club shop with ticket information, as supporters are often unaware of the easy access to tickets. The Club agreed this was a good idea.

The Club also announced that retail customer service will now join Supporter Services and that a new hire has been made. They acknowledged previous issues with the retail inbox and confirmed these have since been resolved.

Women’s Team Update

The Club shared positive news regarding the Women’s Team, noting that a recent game had the highest attendance in the League. Plans are in place to improve the matchday experience and promote the team through school visits. The Club announced that Jake Piper will be leaving, and two new roles will be created to strengthen operations: a Head of Women’s Football, focusing on team management and football operations, and a General Manager, responsible for matchday experience and operations. The Club remains committed to growing the Women’s team fanbase and enhancing supporter engagement.

The FAB mentioned that supporter groups are working with the Club’s Inclusion and Wellbeing Officer and the Her Game Too to increase supporter visibility, promote Women’s games, and grow the fanbase, including support from an ambassador. FAB highlighted the importance of promoting Women’s games, as fans are often unaware of how and when to purchase tickets. The Club agreed and noted plans to focus on the entertainment aspect of Women’s matchdays, with ideas currently in development.

Main Stand Redevelopment

The Club informed FAB that the Main Stand works are underway. An update was provided on works in the Holmesdale Road Stand basement, which will accommodate the away dressing rooms, with completion expected in 4–5 weeks. Changes to the Fanzone are being reviewed and the club is currently looking at a programme to enable as much of it as possible to be retained until the summer. The Club confirmed that plans are progressing behind the scenes, with companies contracted for specific works, including demolition of the houses purchased in Wooderson Close.

FAB queried when parts of the stadium would be demolished. The Club advised that construction in the Main Stand will begin as soon as the season ends, with Speroni’s, Stanley Stephenson, and the Portacabins removed. Temporary hospitality will be provided in the car park, though orders for this will not be placed until next month.

The Club noted that accessing the front of the stadium may be challenging for supporters and will provide updates. FAB requested information about the Sainsbury’s car park and supporter parking; the Club confirmed it will provide an update as soon as information becomes available.

FAB asked about potential supporter disruption. The Club aims to minimise disruption, including replacing removed toilets and exploring off-site parking. FAB suggested these changes be clearly communicated to avoid confusion.

FAB also suggested providing regular progress updates, such as weekly statements or monthly timelapse videos. The Club will look into options and keep supporters as up to date as possible.

The Club noted plans for an alternative area for supporters to gather once the FanZone is removed and invited FAB input into how the club can encourage supporters to access the stadium early. FAB recommended engaging supporters via social media for suggestions and agreed to discuss the proposal in their groups before following up.

EDI

The Chief People Officer provided an update on LGBTQ+ History Month celebrations for February 2026, which are ongoing in-house, alongside the Premier League’s own planned activities.

The Club confirmed that the CPFCW fixture on 8 February will be the LGBTQ+ Inclusion Fixture, with Queer Croydon and Proud and Palace present in the FanZone and a half-time interview planned. This will be highlighted at the men’s LGBTQ+ fixture on 11 February in the matchday programme. A recent LGBTQ+ inclusion workshop with the Academy U18s will also feature in the programme and was filmed by Sky Sports.

The Club will launch Pride merchandise in phases, with the first items released at the LGBTQ+ inclusion fixtures.

The Club confirmed that they are committed to participating in London Pride in conjunction with Proud and Palace this year. The current intention is either a float or a bus with the Crystals and the two Club Mascots joining in. The Club intended to have a more significant presence than previously and plan to have Club staff attend as well. The FAB Proud and Palace representative will work with the rest of Proud and Palace and the Club to finalise plans.

The Chief People Officer also announced the launch of the Level Up series in March, delivered in collaboration with Motorsport UK and Marylebone Cricket Club. The programme will support 30 young women seeking to enter the sports industry, with the launch event taking place at Selhurst Park on 2 March. Participants will then attend workshops hosted by each organisation, with the series concluding in July.

By May, CPFC and other Premier League clubs are required to submit an impact report, including case studies, demonstrating the effect of inclusion initiatives on internal and external stakeholders.

The Club also confirmed plans to participate in London or Croydon Pride, with the Inclusion and Wellbeing Officer working alongside Proud and Palace to coordinate activity and staff involvement.

The Club confirmed that the responses to the EDI Survey earlier in 2025 had a high response rate and thanked the FAB for their help promoting completion of the survey.

Finally, the Club highlighted the successful launch of a Black History Exhibition in October, delivered in collaboration with Surrey FA and the FA, which received positive feedback.

Sustainability Update

The Club confirmed that its Sustainability Policy has been submitted to the Premier League and is awaiting a response. The Premier League now also requires clubs to submit emissions data, which the Club is in the process of gathering, including data on supporter’s matchday travel.

The FAB suggested options such as adding questions to supporter surveys or running social media polls with incentives. The FAB DSA representative offered to connect the Club with someone who maybe able to provide support with using data collection tools. The Club welcomed this assistance, emphasised the importance of accurate data, and confirmed that updates will be provided at the next meeting.****

Kit Sponsorship

FAB queried whether their input would be considered in the decision-making process for kit sponsorship, noting that supporters have raised many questions. The Club will invite the Chief Commercial Officer to the next meeting to outline the challenges and provide an update on the current stage of the process.

FAB noted that next season marks the 50th anniversary of the iconic sash and asked whether the Club plans to commemorate it, which they felt would be appreciated by supporters.

Any Other Business

The Club confirmed their request to Fan Advisory Board members whose term is expiring at the end of the current season that their terms be extended until the end of the 2026/27 season. The first year of the FAB’s existence had been focussed on the formation of the group and developing effective ways of working with the Club. Given the current level of activity, New Stand development etc. the Club believed a one year extension would aid continuity and avoid disruption at a crucial time for the Club. The term extension would apply to Chris Wait, Mark Silverstein, Jennifer Ball, Tim Richards, Katey Murray, Ryan Saulsbury and Daniel Grant. Each of the relevant FAB members confirmed their agreement to the proposed extension of term and term expiry requirement in the FAB Terms of Reference was duly waived.

FAB raised concerns regarding International Memberships, noting that supporters were struggling to get tickets via this membership scheme. They explained that some International Members reported that they had been unable to obtain tickets to certain games due to them being sold out.

The Club responded that a number of tickets are held for International Members each match but given the Club’s success last season demand had been very high from the start of this season. Tickets bought under the International Membership scheme tend to sell well in advance of the relevant match to allow the international members to book travel and accommodation. The Head of Ticketing will review the figures for this season and will follow up. As part of a wider review of the Loyalty Points scheme the Club will assess whether it is appropriate to make changes to the International Membership scheme.

The FAB queried whether it is possible for UK based supporters to buy International Memberships and the Club confirmed that address checks are carried out to prevent this from happening. The FAB also asked the whether the Club could provide more assistance with the formation and promotion of official supporters groups outside of the UK. The Club noted that similar initiatives have previously taken place in the USA and confirmed they are happy to revisit this, offering support with regrouping, including providing merchandise for pubs and bars where supporters may meet.

The CPFCDSA fan representative thanked everyone who assisted with the 10th year anniversary celebration which was arranged and hosted by the Club.  Club provided an update regarding the Level Playing Field “Weeks of Action” campaign.  The FAB requested for the DSA to be involved in the planning for this campaign. Club agreed to organise a preliminary meeting this week.

Bobby Webbe from the Palace for Life Foundation highlighted “Jesse’s Story”, a success story about a young volunteer supported by Mark Bright, showcasing the work of the Foundation. PFL also discussed potential matchday fundraising volunteer roles and asked if any FAB members could assist. Upcoming fundraising events were noted, including the Bike from Arsenal on 23–24 May and the 10th Year Marathon March on 3 October, where FAB representation would be appreciated.

The Club discussed potentially opening a museum and suggested that FAB could assist. FAB expressed their willingness to support the planning process.

Name	Representing	Role
Sharon Lacey	CPFC	Chief Executive Officer (NBLO)
Jonty Castle	CPFC	Chief Operations Officer (Co Chair)
Neil Robinson	CPFC	Head of Security & Safety Officer
Paul McGowan	CPFC	Head of Ticketing
Nicola Gibbons	CPFC	Head of Supporter Services
Jake Piper	CPFC	Head of Women’s Football Operations
Bobby Webbe	Palace for Life Foundation	Fund Raising Manager
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Sandy Weller	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Ryan Saulsbury	FAB International Members
Charlotte Woodward	FAB Disabled Supporters Association

Welcome, Apologies and Introductions

Jonty Castle opened the meeting by congratulating Nikki Gibbons on her promotion to Head of Supporter Services. Apologies were received from Katey Murray, Daniel Grant as well as Chris Wait, the FAB Co Chair with Mark Silverstein, FAB Vice Chair deputising for Chris.

Matters arising from previous meeting

Club revisited key topics from previous meetings, including updates on EDI efforts, sustainability strategies, and the ongoing FAB insights consultation. The request for a video update from Marcomms regarding stadium roof cleaning and other such works was reiterated, and fan survey responses were addressed, particularly concerning accessibility issues at stadium entrances.

Concerns were raised by FAB about the slow entry process for the Holmesdale Fanatics due to a single entrance, Club explained that this decision was primarily made for security reasons and to optimise the efficiency of stadium access through other Holmesdale Road entrances.

FAB highlighted the need for effective communication with supporters regarding the bricks sold to create the Centenary Wall in the Main Stand which will be removed during the redevelopment.  The Club stated that they are aiming to get the message out to affected supporters once everyone has been identified. This will be further investigated and communicated back.

The EDI diversity calendar was shared with the FAB and the Club had received feedback from them regarding events/campaigns they feel the Club should pay particular attention to.

FAB mentioned low engagement on the FAB’s social media platforms, particularly Facebook and X, and a request for help with improving content management to enhance the FAB’s online presence was made. Club stated they aim to keep putting posts out on the platforms, but the FAB reps do still need assistance.

The discussion also touched on the loyalty points system, with a proposal for the formation of a working group to redefine the point allocation system to better reflect fan loyalty.

Ticketing arrangements for UEFA away games were discussed by the Club.  Expectations for progressing to the knockout phase were addressed by FAB, emphasising the importance of planning and collaboration with the Club, as well as potential adjustments based on previous UEFA match experiences.

FAB touched upon fixture clashes between men’s and women’s games. Club explained moving Premier League and Conference League fixtures aren’t managed by the Club. Factors such as approval requirements from opposition clubs to broadcasting can also cause difficulty.

Club mentioned attendance figures of CPFCW games were under review and stated that there had been a record turnout at a recent home match played at Sutton. The implementation of new projects aimed at increasing attendance through community outreach and themed events was also discussed.

Updates on facility improvements included the nearing completion of the sound system installation and ongoing complaints about sound levels were provided by the Club.

The current bag policy was discussed, with the Club stressing the need for security assessments regarding items allowed into the venue.

Significant upcoming changes related to the new stand were highlighted, with contracts being signed and a communication plan in place for stakeholders.

Additionally, updates on the Intuit Black History Exhibition and the PLLGBTQ inclusion game were provided.

Ticketing

FAB asked whether there was any update on the club’s plans to review the current loyalty points system. The Club stated that it will create a working group to look at how the current Loyalty Points system can be improved.  The Club will suggest which fan group reps should have a place on the working group . The club will work alongside the FAB to make sure the represented fan groups have a voice.

The ticketing process for the upcoming ECL game against Shelbourne being played in Dublin was discussed with the Club again advising that staff will be present at the turnstiles to provide support. A fan survey is expected to be distributed to gather insights and improve the experience. Additionally, it was emphasised by FAB that maintaining a positive atmosphere and managing fan behaviour during fixtures is important.

FAB mentioned ticket pricing for upcoming fixtures, considering different price points for adults, concessions, and children. The Club responded that a breakdown of prices was suggested, while the need to balance affordability with the costs associated with organising matches was emphasised.

FAB discussed the 11,000 points sale of tickets for UEFA away games and that a number of supporters were disappointed at not being able to obtain a ticket despite having a high number of Loyalty Points.  FAB questioned why away season ticket holders were permitted to purchase these tickets in the initial sales phase.  A discussion then followed about how loyalty could be defined. The Club stated that away season tickets holders are expected to attend a minimum of 17 out of 19 domestic away games as well as regularly attend home fixtures. Supporters not meeting these requirements have their away season tickets cancelled.  In the majority of cases away season ticket holders have the required number of points to obtain tickets in earliest buying phase.

Rescheduling of Leeds away fixture was mentioned by FAB. Club explained factors various factors were considered including player welfare during the additional fixtures such as ECL, progression in Carabao Cup etc, and trying to find space a suitable fixture date with Arsenal. Premier League was looking at all implications, but the Club was inevitably forced into this. FAB stated the Club should have consulted and compensated supporters for the inconvenience of this. Club sympathised with supporters and appreciate the frustration fixture changes can cause, but are not liable for covering costs incurred by these changes. FAB mentioned that other clubs such as Arsenal are offering free coach travel to supporters as a gesture due to the  disruption. The Club plan to investigate this.

UEFA Update

Club mentioned plans were in place for the Shelbourne away fixture covering supporter services and ticketing. This included staff at ticket collection points and assisting standing and seated fans with directions and general enquiries.  Club also stated that a supporters guide is due to come out for supporters for upcoming European away games. It will consist of information including meeting points for fans which will be secured by police. FAB expressed concerns about how teams feel about Palace fans following events that unfolded in Strasbourg. Club stated they have been receiving more positive responses about Palace supporters, but will be reaching out for more feedback on this. Club also stated they don’t expect issues in Dublin, but local police will be enforcing the no drinking in the streets rule, only in pubs/bars.

FAB highlighted issues from Lublin regarding homophobia and racism. Club stated that they are working hard to identify the individuals responsible with a view to imposing appropriate sanctions.

Knockout phases

Club stated that it is almost guaranteed that the team will finish in the knockout places and will soon start planning for that. FAB highlighted issues with pricing for UEFA games as too expensive compared to other clubs which may lessen attendance of supporters. Club stated prices are not comparable to domestic fixtures as UEFA regulations require more resource and a number of changes the existing matchday set up, which inevitably leads to a significant increase in costs being incurred by the Club.

Club mentioned that they had sold 9,331 UECL bundles. FAB raised issues that season ticket holders were having regarding game attendance and securing their seats. Club explained that season ticket holders were given a window to secure their seats for the fixtures but a lot of ST holders missed this chance and were left displaced. Club prioritised displaced season ticket holders and offered best available seats.

Women’s Team Updates

Club mentioned that it had been a great weekend for the Women’s team at Ipswich.

Club advised they’ve launched a new project group around attendances, aiming to grow and retain supporters. Club continued to speak about plans that have and will take place such as Palace for Life Foundation Day, Women’s empowerment day, members day coming up and the school road show which had begun - taking two players to different schools. Club also are looking at different sponsorship opportunities.

Accessibility

Club confirmed the new sensory room has been installed with plans to add additional places as soon as possible. Club also plans to do a planned opening for the new sensory room.

Accessible Stadia Guide 2nd edition is being rewritten and will be published in January with a phased implementation in collaboration with the Premier League, Level Playing Field and the disabled community. FAB noted if there would be an easier way for supporters to find the guide, Club responded that they would like to release it with a lot more publicity.

Sponsored cycle ride

The CPFC Disabled Supporters Association stated there were four riders on the day which was less than they had hoped but successfully raised £700, of which £500 was donated to a charity in honour of the late Chair of the CPFCDSA Bruce Muirhead’s memory. They also plan to make an additional donation to Game Day Vision.  The CPFCDSA congratulated the Club and remarked on their achievement of being the only club within the Premier League that provide the Give Vision headsets.

Academy Update

Club announced the Rehab centre at the academy is now open, which includes the swimming pool, saunas, hot and cold plunges, new gyms and medical suites. Club confirmed that the first team are now using those facilities which is good news as there is a match heavy period rapidly approaching.

Stadium Update

Club said Main Stand, Holmesdale and Whitehorse all have the updated sound systems and aiming for the rest of the stadium completion by the end of the month. The only outstanding issue to sort is the EQ quality to ensure the sound levels are all accurate. Once this is all completed the Club stated they can integrate it with the public address system.

FAB voiced concern about the Elvis song being played before kick-off. The Club responded that it is constantly reviewing the matchday production to ensure a great atmosphere for fans and is open to trialling alternative music/songs.

Bag Policy

Club aim to work towards Martin’s Law, the Club believes it is about being more vigilant and the current concern is if relevant security checks aren’t being completed.  Big bags will always remain restricted but if it is able to fit under the seat it can go in. FAB mentioned supporters may have items such as laptops with important information. Club do aim to relax this with idea of being able to take devices in stadium. Club highlighted issues such as stewards taught different things from working at other stadiums. FAB responded stating communication needs to be constant with clear guidelines. Club aim to add this into the pre match news.

New Stand

Club confirms big changes will commence at the end of January with contracts being signed. FAB questioned whether this will be published. Club responded when all relevant information has been finalised a guide will be created with updates for supporters to follow.

EDI

Club mentioned they had hosted an exhibition for Black History Month in collaboration with Surrey FA at Selhurst Park.  The exhibition will begin touring schools and Grass Roots football clubs in February with hopes it will be able to donate it to a local library once it is completed.

Club mentioned the Men’s post-game survey regarding awareness of Palace For All had 317 responses after the Palace for All game. Fan awareness is at 88% which is up by 70% from last season, 88% of supporters know how to report discrimination at Palace match. Regarding Women’s fixtures, Club stated there were 23 responses with 95.7% fan awareness of Palace for All.

Club announced collaboration with TFL for the White Ribbon Campaign this month, a video will be posted featuring the players and players from teams across London teams on being an effective bystander. White Ribbon representatives and British transport police will be present in the fan zone for the dedicated matchday (CPFC vs Manchester United) speaking to supporters and handing out protective drink covers. White Ribbon campaign video is planned to be shown on the big screen at half time. Supporter services staff will also be handing out personal safety whistles to female supporters’ post-match.

CPFC vs Brighton – FAB/CPISA Coordination

FAB and CPISA had suggested support to coordinate safety and security issues between clubs.  The Club was advised by the MET police to end collaboration with Brighton supporters and not to offer support as matches are dynamically risk assessed with processes/procedures constantly changing throughout the matchday. FAB stated the two groups had planned to highlight potential supporter issues at the end of the match. The Millwall match earlier in the season had left supporters waiting at the stadium and at railway stations with little information. The intention was to avoid that situation again..

Areas for greater consultation

FAB suggested a better and more structured consultation they’d like to see from the club. It was also suggested groups could be brought in earlier to be a part of conversations to increase involvement. FAB commented that updates were being provided late or were made aware after decisions have been made. Club responded that the decisions must be made but everything that has been discussed with the FAB has always been considered. Club suggests ‘mini meetings’ to be held in between large meetings for fill in the FAB with updates, information and feedback.

Succession Planning – expiry of current FAB members terms in May 2026

Some of the CPFC FAB  terms are due to expire at end of the season.  Club responded that they are open to extending.  All current projects and late build up to new stadium plan shows it may not be the best time to continue with a new group of members. Club confirm they are happy with what the FAB decide to do regarding this, FAB to come back on this

FAB stated they felt they had a good group, but that it took a while to get into swing of things.  FAB will meet soon to discuss how best to move forward, but agreed that there was justification in staying on as current Fan Reps with the new stand etc..

AOB

Quality and variety of matchday food

FAB raised complaints about food quality, especially with the Chicken curry loaded chips as being dry. Complaints about the lack of replenishment of napkins and sauces, FAB also highlighted the high temperatures of the hot drinks. Club responded that the machines may be too high and will communicate this with relevant personnel.

Visibility of new clocks

FAB spoke on supporters unable to see the clocks. Club explained they need to make space for sponsors and advertising and are unable to move them. Marketing are required to use the current set up, but the Club are trying to get the advertising  moved to make more space for the clocks.

International members

FAB raised awareness that international members were not receiving their gift packets and are not being provided with support from the Club. International members are also being charged with shipping costs. The Club responded enquiring names of the members that haven’t received their packs so they can investigate.  It also agreed to refund anyone who has received shipping charges.

Fanatics Website

FAB mentioned the retailer,  Fanatics have 16 of the other Premier League merchandise on their website, and they suggest it would be a good way for the Club to sell merchandise to fans internationally. Club replied that Fanatics run the entire e-commerce operation for the clubs listed on their website. The Club own their own e-commerce, so they aren’t looking to use a third party for selling merchandise.

Club Shop

FAB highlighted complaints regarding restocking issues with supporters waiting near months for restocking on popular items. Club responded they receive over 100 emails a day, but they will soon have a new team in place to begin sorting these issues.

Present

Name	Representing	Role
Sharon Lacey	CPFC	Chief Executive Officer
Jonty Castle	CPFC	Chief Operations Officer
Julie Brown	CPFC	Chief People Officer
Matt Franks	CPFC	Head of Marketing
Jake Piper	CPFC	Head of Women’s Team Operations
Paul McGowan	CPFC	Head of Ticketing
Nikki Gibbons	CPFC	Supporter Liaison and Disability Access Officer
Bobby Webbe	Palace for Life Foundation	Fund Raising Manager
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Sandy Weller	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Daniel Grant	FAB Holmesdale Fanatics
Ryan Saulsbury	FAB International Members
Charlotte Woodward	FAB Disabled Supporters Association

Apologies

Katey Murrey – FAB Proud and Palace

FAB successes from last meeting

• Club agreed to provide more online content around operational processes at the club e.g. how draft beer lines are cleaned, sustainability initiatives such as recycling, how the roof and cladding is cleaned, getting the pitch match ready.
• Club agreed to share first draft of its Sustainability Policy, once it is ready, to obtain feedback from FAB Reps to help shape the final document.
• Two FAB reps now sit on the Safety Advisory Group and attended their first meeting.
• International members now receive a welcome pack with a small gift which the International Member FAB rep worked closely with the club on.
• Terms of Reference and Code of Conduct final draft agreed and signed by Club and FAB.
• Women’s team official supporter group had its first official meeting with the club and a WhatsApp group has been set up so they have direct links to the club for any issues/concerns they would like to raise.
• The Club agreed to host the women’s team game vs Charlton Athletic at Selhurst Park and will continue to explore further opportunities.
• The Club put together a content plan for Pride Month, which it shared with FAB, and also displayed its logo in fluorescent colours on social media.
• FAB have set up Twitter and Facebook accounts to connect with the wider fan base, gather supporter feedback, identify trends on issues or concerns to raise with the Club, and promote the work they do.

Welcome and Introductions

Jonty Castle opened the meeting by thanking everyone for their attendance. Sharon Lacey was welcomed back to the club in her new role as Chief Executive Officer. The group was also introduced to Bobby Webbe, the new Palace for Life representative replacing Mike Summers, and to Jake Piper, the Club’s newly appointed Head of Women’s Football Operations.

Matters arising from previous meeting

The club reviewed actions from the previous meeting. Of the 25 actions identified, 16 had been completed, five remained in progress with the club, one remained in progress with the FAB, two were still under joint discussion between the club and FAB, and one action would not be pursued due to time constraints.

The FAB confirmed that they now have the measurements for the flags to be displayed at Sutton. The club agreed to place the order as soon as the relevant designs are received.

The Chief People Officer reported that the club’s EDI survey is currently being finalised and is expected to be sent out to supporters within seven to ten days. The FAB was asked to help promote and share the survey among the supporter groups they represent, with the aim of encouraging maximum participation to ensure the data collected is as accurate and representative as possible.

A discussion took place regarding the plans for the Centenary Wall bricks once redevelopment of the Main Stand begins. The Club confirmed that the bricks will be carefully preserved during removal and returned to the supporters who purchased them.

The FAB requested the Club’s assistance in distributing a FAB effectiveness survey to gather feedback on how supporters view the FAB’s work. The Club agreed and confirmed they were happy to support this.

Ticketing

The group discussed the use of loyalty points for purchasing away tickets. The Club confirmed that it will soon begin a review of the current loyalty points scheme, with the aim of improving access to away tickets. A working group will be created to ensure all possible solutions are considered and that the fairest and most straightforward option is adopted. FAB asked whether their representatives could participate in this process to ensure supporter views are heard. The Club confirmed that FAB representatives would be involved in collecting and sharing feedback from their respective supporter groups.

FAB also raised concerns about the loyalty points collection process, highlighting issues particularly in the Holmesdale Road and Arthur Wait stands. The Club advised that loyalty points can now be collected through new terminals located at each till throughout the stadium but acknowledged that some technical glitches remain. Work is ongoing to improve consistency, and the Club asked FAB to remind supporters to keep their receipts in case of any issues.

FAB asked whether ticket transfer might be made available to season ticket holders in hospitality areas. The Club agreed to raise this with the Chief Commercial Officer, Barry Webber.

UEFA Update

The Club advised that tickets for the upcoming match against Dynamo Kiev are now on sale. UEFA regulations state that clubs must offer 5% of stadium capacity to away supporters, which for this fixture would have amounted to 785 tickets. However, given the high demand—1,800 sold within two days—the Club successfully negotiated an increased allocation, first to 1,500 and then to 2,500.

FAB noted that emails had circulated suggesting that some supporters without loyalty points or memberships were able to purchase tickets. The Club explained that, due to financial regulations in Ukraine, ticket sales are being handled through Dynamo Kiev’s ticketing system. As a result, the Club has been unable to fully control the sales process. A minor glitch briefly allowed a small number of ineligible purchases, but this was quickly identified and closed. The Club confirmed it will receive a full report of all purchasers and will review this with the police to ensure no individuals who should be restricted are attending. Additionally, Polish police and stewards will be checking tickets against passports at the match to ensure that names and passport numbers correspond.

The Club went on to provide assurance that it will have full control over the ticket-selling process for the Strasbourg and Shelbourne fixtures.

The Club confirmed it had received confirmation from Strasbourg that it will be allocated 1,500 tickets and that meetings will be held with Strasbourg representatives later this week. The allocation for Shelbourne has not yet been confirmed, but discussions with the club will take place in the coming weeks.

Information was also shared regarding the upcoming home fixture against AEK Larnaca, which has been categorised by the Police as low risk. Between 500 and 1,000 Larnaca supporters are expected to travel.

A discussion followed regarding ticketing for home games, with the Club confirming it will offer a three-match package to season ticket holders and members, alongside individual match sales.

The Club also advised that meetings regarding Conference League away fixtures have taken place with both the HF and the Police. Jonty Castle attended a UEFA Conference in Switzerland, while Nikki Gibbons and Neil Robinson attended a similar conference in Budapest where information was exchanged between clubs drawn against each other in the League phase. In addition, site visits will be carried out at each away venue ahead of fixtures, with findings shared with supporter groups. A visit to Lublin has already taken place, and an official travel guide for supporters will be published imminently.

Women’s team update

The Club provided an update on the Crystal Palace Women’s team, noting that the new manager is pleased with both the squad and her coaching staff. Promotion to the WSL remains the team’s main objective for the season. Jake Piper reported that Club representatives recently held a positive first meeting with the official women’s team supporter group. FAB raised concerns about fixture clashes between the women’s and men’s teams. The Club acknowledged that such clashes are becoming more frequent and agreed to monitor the situation closely, exploring possible solutions, particularly if the men’s team progresses further in European competition.  The Club’s CEO assured the FAB that, off the field, the focus is on building attendance and that the Women’s team supporters group will be involved in the planning phases, with support of the FAB.

The FAB women’s team representative shared that she has received a great deal of positive feedback regarding CPFCW news and content on social media since the recent meeting with the Club. The Club welcomed this feedback and confirmed that it will continue to maintain and improve going forward.

Accessibility

The club shared it’s plans to update the pitch view sensory room in November, the room will be redecorated and new sensory equipment will be installed.

Safety Advisory Group (SAG)

Mark Silverstein and Tim Richards provided an update on their first SAG meeting, which led to a discussion regarding post-match issues at the Millwall game.  FAB raised concerns.

The Club advised that all complaints had been forwarded to the Police for comment, as decisions regarding supporter release and travel to Norwood Junction were made by them.

FAB noted that attending the SAG meeting had been very insightful and expressed a desire to share some of the issues and discussions with the wider supporter base. However, they requested guidance from the Club after meetings on what can be communicated. The Club agreed but emphasised that certain information/strategies, particularly those related to security and terrorism, cannot be shared publicly.

EDI

The Club announced that it had been awarded the Advanced Standard of the Premier League Equality, Diversity, and Inclusion Standard (PLEDIS) and explained what this achievement means for the Club going forward. The Club welcomed FAB involvement in all EDI-related activities and confirmed it will share a copy of the Club’s diversity calendar with FAB representatives. This will allow them to see the planned initiatives for the season and identify any campaigns or national awareness days they would like to support or provide suggestions for.

FAB asked about the status of the Rainbow Laces campaign in light of the Premier League’s recent announcement that it was ending its partnership with the LGBTQ+ charity Stonewall. The Club explained that the announcement was made before they were aware the campaign would no longer be running and reassured FAB that it had not been withholding information from supporters.  The Rainbow Laces campaign had run for approximately 13 years, and following issues surrounding the captain’s armband last season, the campaign reached out to supporter groups for feedback. As a result, there will not be a Rainbow Laces campaign this year, but Clubs will hold an in-house celebration of LGBTQ+ during LGBTQ+ History Month.

Sustainability

The Club updated FAB on its sustainability policy, noting that the Premier League is mandating clubs to have a robust policy aligned with certain ISO standards. The Club emphasized that it wants to ensure the policy is both relevant to its operations and compliant with ISO standards. The first draft is currently being finalised and will be circulated to FAB as soon as it is ready.

AOB

FAB asked whether email inboxes, such as Customer Service and Box Office, could have automated replies. The Club confirmed that automated replies are already in use.

The DSA representative advised that the DSA will be holding another Sponsored Bike Ride in memory of Bruce Muirhead and requested as much support as possible from the Club. The Club confirmed it would provide assistance where it can.

FAB also requested the Club’s support with their social media, including promotion and content provision. The Club agreed, particularly in relation to the launch.

FAB advised that they had received compliments from their respective supporter groups for the club’s overall handling of the Conference League away ticketing process.  It has been challenging for a number of reasons, but the FAB has received feedback thanking the club for successfully negotiating larger allocations for the matches so far.

Further praise was given by FAB for the refurbishment of the Tap Room in the lower tier of the Holmesdale Road Stand, which is run by the Cronx Brewery. Supporters particularly highlighted the improved service and the quality of the beer.

The next meeting was confirmed for 20th November.

Name	Representing	Role
Jonty Castle	CPFC	Chief Operations Officer
Julie Brown	CPFC	Chief People Officer
Matt Franks	CPFC	Head of Marketing
Neil Robinson	CPFC	Head of Security & Safety Officer
Paul McGowan	CPFC	Head of Ticketing
Nikki Gibbons	CPFC	Supporter Liaison and Disability Access Officer
Sarah O’Connell	CPFC	Executive Assistant
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Sandy Weller	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Daniel Grant	FAB Holmesdale Fanatics
Ryan Saulsbury	FAB International Members
Charlotte Woodward	FAB Disabled Supporters Association
Kate Murray	FAB Proud and Palace

Bruce Muirhead

The FAB Vice Chair opened the meeting with a few words for Bruce Muirhead who sadly passed away on the 4th June 2025.

We know that Bruce’s family and Charlotte and the rest of the Crystal Palace Disabled Supporters Association will particularly feel his loss as well as all of the Fan Advisory Board who have got to know Bruce since the Fan Advisory Board formed in January 2024.

Given all Bruce has been through in his life, the past year would have been particularly horrendous, yet he faced everything with bravery, humour and a fighting spirit which we would challenge anyone to match. Some of us worked closely with Bruce helping to set up a CPFC Disabled Supporters Association fundraising cycle ride last November. The money raised was used to buy Sensory Packs for use at Selhurst Park. This was typical of Bruce throughout his life, using his drive and creativity to come up with something to help others.

It was a tremendous shock to lose Bruce and we will all miss him greatly.

The Club also paid their respects recognising Bruce’s significant contributions to the Club and stated that Bruce will be sorely missed by all.

Introduction

Welcomes/Introductions were received for Jonty Castle CPFC Chief Operations Officer, Sandy Weller (FAB Crystal Palace Independent Supporters Association) and Charlotte Woodward (FAB Disabled Supporters Association). Apologies were received from Mike Summer Chief Executive Palace for Life Foundation.

Matters arising from last meeting

Club discussed actions from last meeting. Of the 27 actions, 22 had been completed, 3 remained in process with the Club and 2 remained in process with FAB. The Club updated that the Supporter Liaison and Disability Access Officer will be leading for all things Women’s from here on. Sustainability working group was discussed with the Chief People Officer updating that they will be regrouping and working on the delivery plan. Club will reach out to the two members of FAB identified to join this group in due course. Discussions were held over two members of the FAB sitting on the Safety Advisory Group. FAB confirmed had been added to the circulation of minutes from the last meeting.

Ticketing

FAB explained that the feedback re season ticket increase was that whilst no one likes to see price rises, supporters generally understood the reasons for a price increase. FAB questioned why the 10% increase. Club responded the primary reason for this was due to employment and people costs having a significant up lift to the Club’s cost base. Club explained their season ticket prices were exceptionally good value for money compared to match-by-match ticket pricing and, compared to other Premier League clubs. FAB asked whether these points had been communicated clearly to supporters and the Club confirmed that these points had all been made as part of the season ticket marketing campaign.

Club acknowledged that the loyalty points system needs a rethink and that this is being looked at.

FAB raised that the FA Cup semi-final and final ticket phasing were inconsistent with the ticketing polices for the rest of the season highlighting the need for a rethink of the prioritisation of ticket sales. Club responded that the difficulty for the FA Cup semi-final and final was that the Club moved away from loyalty points and used another criteria. The sale phases for the semi-final and final were to ensure that everyone would get a ticket and that families were able to sit together. This would not have been the case if loyalty points had been used. Club explained there was no waiting list at the end of the sales phase for the semi-final but acknowledged that it could have been done differently.

Club recognised there is no one system to make everyone happy. FAB acknowledged this but stated it was the inconsistency that was the problem demonstrating that thought needs to be given to ensure the sales process is clear and equitable for all.

Club explained that this would be funnelled down to European matches and that season ticket holders will be given the chance to buy tickets. There will be some displaced season ticket holders due to UEFA requirements, but these will be offered an alternative seat where possible.  FAB asked whether Club could share intentions to sell as a package price. Club responded yes, 4 matches followed by match by match tickets. Club explained that the allocation for away matches will depend on the fixtures drawn and gave examples of this.

Discussions were held around ticket re sales with the Club explaining that this will change to one flat fee according to which stand you are located in. Money will be credited to your ticketing account and will be available to use within 24 hours of the supporters ticket being sold. Alternatively supporters can chose to withdraw the credit to their bank account each month. The amount received for each stand will be as close to the actual pro rata season ticket cost as possible and can be used against anything that is sold on the ticketing system.

Club announced there will be two types of ticket transfer options this year as follows; one for ST+ and one for non ST+. For ST+ it will be a super simple slick process with the ability to transfer to anyone i.e. non members and those with no account requiring the name and email only, of who the ticket is being transferred to. For non ST+ the process will remain the same as it currently is. FAB asked how touting will be managed to which the Club responded that approximately 400 tickets are checked each match and a portion of these will be ST.

Club highlighted that there are a lot of conversations around non attendance at matches and loss of revenue around people not able to get tickets. Club have a high non attendance rate and discussions were had around potential traffic light system. Club acknowledged the importance of communicating this to supporters so that they are well prepared. FAB requested that the Club have a presence in the fan zone on match days when this is rolled out to physically show how the technology works. Club responded that this was a good idea and highlighted that ‘how to get into turnstiles’ is the highest performing video. It was agreed that FAB would have more of an insight into what the Club is thinking beforehand and more information on why the policy is set as it is so that FAB can get feedback.

FAB asked if there would be an option for Women ST to be paid monthly. Club responded yes this would be an option again.

New Stand Update

Club updated that there is a lot of work going on in the background and that Club are ultimately working on an enabling works package to get the stand moving. Club are working with the contractors to understand the design build scheduling. Club highlighted that there are new challenges around the schedule of the design build programme because of UEFA as the Club now have to pass UEFA stadium inspection criteria. Club gave an example of broadcasting requirements for the average Premier League match compared to that required for UEFA and the effect this has. The Club summarised that ultimately a lot is going on in the background and that there will be some communication prior to the season starting as soon as the enabling works package has been finalised.

Club discussed section K (Premier League Broadcast Regulations) in connection with an increase in the number of matches broadcast, and the requirements for additional summer works. Club confirmed that they had passed the UEFA inspection but have some actions following this.

Attendance of Board members at FAB meeting

Club have had talks with the Premier League to discuss rules and regulations for FAB and the roles and responsibilities of the Club. As a result of these talks, they agreed what is defined as a designated board. Club confirmed the COO will be in attendance at all FAB meetings as nominated board member and Supporter Liaison and Disability Access Officer will be chair of meetings. Club explained their staff structure being an Operating Board who are the C Suite people, who manage the business day to day and make decisions day to day.  FAB noted these changes and asked if Steve Parish could have more visibility both for the FAB and the wider supporter base.

Terms and Conditions and Code of Conduct

Club confirmed these have been reviewed and will now be signed off by both the Club and the FAB.

Lack of communication re Women’s Team given loss of manager and director of football

FAB raised that there had been a lack of communication and updates re Women’s team staffing. Club updated that the Women’s department roles have been reviewed and restructured. Club explained the positions of Chief of Staff Business Operations and Chief of Staff Football Operations. The latter is spending more time focusing on the Women’s football side. Club explained that changes in the Women’s team happened quickly and there was not a lot of time to communicate this. There were also changes around Women’s football, so the Club has had to make changes to comply with this also. Club announced that two new roles had been recruited for the Women’s team as follows: Head of Operations and Head of Recruitment both reporting into the Chief of Staff Football Operations.

Club announced that they had been nominated for best match day experience at Sutton award. FAB said that this had not been reflected in the fan base, and that they are getting a lot of comments that fans are not interested. FAB feels there is a need for Club to improve on this. Club responded that this has been identified and that more focus on fan engagement will be given from the operations team aiming to make engagement better. FAB said that there had been questions as to whether more women’s matches could be held at Selhurst Park and also highlighted that accessibility and public transport are problems at Sutton. Club said they would look into how this can be improved.

Pride month and London Pride 5th July

FAB felt that there had not been enough acknowledgement re June being pride month by the Club. Club acknowledged this and updated that the plan is to celebrate London and Croydon Pride. Club advised that as part of the EDI strategy the Club have done a whole education programme throughout the year, and this has been communicated all over communication channels and social media. Club advised there are lots of campaigns going on for LBT and the Club confirmed they are well ahead of the game. Club updated that they had just had the EDI panel for advanced level standards and are well on the way to achieving advanced standard. Club took the time to thank everyone on the FAB call. Club agreed to share the content plan with FAB.

DSA

FAB discussed stewards, acknowledging that the Club are fantastic on resolving issues on the day but its about preventing these issues from happening. FAB raised concerns over some behaviours by some stewards and requested a process for reporting this. FAB asked for clarity on what this might look like going forward. Parade was used as example and FAB suggested introducing an ambassador programme. Challenges on the ticketing side that comes with using the box office were also discussed and FAB asked the Club to review this to make the ticketing side more accessible.  Club said they were disappointed to hear that supporters feel like this and mentioned that the Club are currently doing a big recruitment drive. The plan for the new season is to recruit more in in-house staff to acquire continuity of the same people in areas as best can.

Proposed FAB Facebook / Instagram site

FAB confirmed they had met with Club and that a WhatsApp group had been set up to share communications and they are now working together to pull together a Facebook page and plan content. FAB said one of the aims of the page is to raise awareness of charities and requested working with the Club on this.

FAB stand in fan zone

FAB requested an area in fan zone for the FAB for the new season. Club agreed this would be very welcome and will work together to ensure for first match of season.

Q: Will supporters be able to have photo with FA cup

A: Club responded yes, and this will be communicated soon. Broad plan is to announce times during school holidays to come and have photos.

Q: Centenary questions re special centenary shirt and exhibition - Club not sure, will answer at next FAB

Q: International membership

A: Brought gift back this year as an option and we will be going on sale in the next 2 weeks. No major differences.

Q: FAB asked re saving the bricks – will they be put into new stand or can fans get them back

A: Club will look into this

Safety and Security on a Match Day

The new Head of Safety and Security started in role early December, he has reviewed all the match day safety and entry into the stadium for any supporter. Club had meetings to look at FAQ on website and supporters guides and there are some areas proposed to be looked at including, a drive to improve public safety on a match day. FAB asked about the very strict searches at Entrance 1, which were causing long queues and the Club agreed to look at this.

The Club updated on changes looking to implement this season. One of the biggest issues the Club face is the number of large bags (including suitcases and golf clubs), which end up having to be stored at the Information Centre. The number and size of such items is becoming unmanageable and this is being reviewed with a view to change this season, with exceptions around medical needs etc. Changes will be made around bottle tops being removed before entry and food and drink including flasks and picnics. The Club are hoping to have more inhouse stewarding in particular for security and searches. FAB requested that any such changes are communicated clearly and well in advance so that supporters are not caught out by these changes.

Present

Name	Representing	Role
Sharon Lacey	CPFC	Chief Operating Officer
Julie Brown	CPFC	Chief People Officer
Matt Franks	CPFC	Head of Marketing
Neil Robinson	CPFC	Head of Security & Safety Officer
Paul McGowan	CPFC	Head of Ticketing
Nikki Gibbons	CPFC	Supporter Liaison and Disability Access Officer
Sarah O’Connell	CPFC	Executive Assistant
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Sue Maisey	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Daniel Grant	FAB Holmesdale Fanatics
Ryan Saulsbury	FAB International Members

Success from last FAB meeting

• FAB survey winner announced and signed shirt presented by the FAB to the winner at the Everton match.
• Club improved PA system at Sutton in terms of volume and choice of music. PA system is now used at Sutton to announce Women’s team players available for signing post-match and how they will be identified as well as, announcing details of following matches. FAB confirmed these improvements are making a positive difference.
• Club have improved error message when trying to re-sell and transfer tickets by adding more information and including a link to FAQ and have simplified the FAQ re options on match day re ticket re print.
• Club have added the downloading of tickets for Women’s fan base to FAQs.
• Club and FAB worked together to deliver a very successful White Ribbon campaign at CPFC V Newcastle. Results from Women’s survey: of the 24 surveyed, 83% said they have a positive experience and feel safe, included and respected when attending matches at Selhurst. 1% felt uncomfortable travelling on the train and 1% felt uncomfortable seated in the stands next to a male with limited leg room.
• Additional meeting between Club and FAB was held where Club presented the sustainability policy and commitment. As a result, a sustainability subgroup has been set up including two members of the FAB.
• FAB thanked Club for speaking with police and arranging stewards at Selhurst Station on match days. FAB reminded Club how this had been a big concern but as a result of the stewards being present, getting into the station safely has been much improved with significant less waiting time and not overcrowded on the platform.
• Club updated that good headway is being made on external TMO.
• Club updated that they have received approval for two drop kerbs at Arthur Wait.

Introduction

Welcomes/Introductions and apologies for absence. Apologies were received from Bruce Muirhead - CPFC Disabled Supporters Association; Sean O’Loughlin, Chief Financial Officer; Mike Summers, Chief Executive Palace for Life Foundation. and Grace Williams, Head of Women’s Football.

Matters arising from last meeting.

Club discussed actions from last meeting. Of the 27 actions, 25 had been completed and 1 remained in process with the club and 1 remained in process with FAB.

Agenda

Introduction to Julie Brown and EDI presentation

Julie Brown presented EDI presentation covering the following:

• The Club's ‘Statement of Commitment’
  • Premier League Equality and Diversity Inclusion Standard (PLEDIS) where the Club currently have ‘intermediate status’ and are currently working towards the advanced standard which is broken down into the following four themes:
    • 1. Theme 1 Leadership and Commitment
    • 2. Theme 2 Promoting EDI; Challenging and Preventing Discrimination – assessed over a 3-year period from a panel of independent assessors. Annual report will be published this year.
    • 3. Theme 3 Data, Insight and Delivery
    • 4. Theme 4 Learning and Delivery – ‘kick it out’ framework that helps everyone
• 'Palace for All’ is the Club's EDI brand and umbrella which all, the Clubs' campaigns, activations, and initiatives sit under.
• The Club's 10-year EDI Strategy which is published online.

Questions and Answers

Q1. FAB asked if there will be an EDI annual report published.

A1. Club responded that the annual report will be published this year.

Q2. FAB asked how the Club successfully delivers the message from the top down to ensure all staff are engaged to drive EDI forward

A2. Club responded that this is done in a number of ways via comms on internet and the following working groups; female led, wellbeing and EDI.

Q3. Could the FAB help with any EDI initiatives, including soliciting feedback from supporters?

A3. Club responded that this would be helpful, and they would let the FAB know if there were specific issues or initiatives where wider support feedback might be helpful.

Sustainability

Club discussed that a meeting had been held with two members of the FAB and the Club's COO. At this meeting the Club presented everything currently done and FAB agreed that the Club do a lot more than is known but do not shout about it.  Green Football Weekend was discussed, and it was agreed that FAB would help push sustainability initiatives through this by setting up a sub-working group.

Safety Advisors Group (SAG)

Club explained that had been asked to review membership for everyone on the group and there were two seats for representatives from the FAB. Club discussed when and how the SAG meetings are run following which It was discussed and confirmed that Tim Richards - FAB Gold Member and Mark Silverstein - FAB Away Match Attendees would attend this group. The Club thanked Sue Maisey for her valuable work on the SAG for a number of years.

Men’s and Women’s Fixture Clashes

Response from Grace Williams Head of Women’s Football was read out by the Club.

“From only a women’s team perspective, on top of selections, we have to consider our performance strategy in regard to player loading. For example, moving a fixture to a Saturday, if we have played midweek (which is an example we had), it does not allow appropriate recovery and game preparation time for Saturday, and the additional day gives us this time. However, this is rare and therefore we do our best to support fixture moves. When moving a fixture (in a league example) we must have approval from the competition and the opposition for the move to be accepted. We are aware of frustrations in relation to fixture clashes and we have submitted this feedback to the relevant competition holder for future situations.”

Club went on to agree that it is challenging and that they understand the frustrations of supporters and that a lot of consideration is being given to this by the Club and they will continue to raise with the relevant governing bodies. Discussions were had over fixture clashes and the Club advised that the league are very aware and also have issues with it. FAB expressed that the biggest problem with the clash being that if someone has season tickets for both Men and Women’s then they have to forfeit one with no monetary benefit. In these situations, Women’s team supporters' only option, which is not ideal, is to resell the Men’s match ticket since there is no resale option for Women’s matches. The solution of going through resale if forfeit the men’s match as ticket resale is not available for CPFC Women is not liked. Ideas were discussed around Season Tickets going on sale after fixtures are released so that fans are able to check. Club advised that due to it being their first season in the WSL there is no set structure. Club confirmed they would investigate what could be done.

Season Tickets

Discussions were held over next season's ticket pricing. Club confirmed they will continue to work with FAB on this.

FAB discussed reseller sites and touts. Club reminded again of the free text alert widely advertised around the stadium: 07507477669 and confirmed it is constantly used. Club explained a lot of checks are carried out and tickets are held back every match to allow time to look at data. Club discussed the process for touting and spotting them.

Club asked FAB for ideas on ticket resale; as acknowledged currently it is not the easiest functionality. Niggles were discussed on the current process and ideas were put forward on how this could be improved. A possible new solution was discussed with the ultimate goal being to make ticket resale as easy as possible. Further discussions were held around the amount of season ticket no shows and how to get fans on seats. It was agreed that the Club should make transferring and re selling tickets easier and offer options if not using season ticket.

New Stand

Club gave an update on the new stand developments which is due to start late in the Summer.

AOB

Loyalty Points

Discussions around loyalty points were had and how to get feedback from groups.

Steward Searching at Everton

FAB expressed complaints about overzealous stewards searching fans. Club explained that there had been some challenges around stewarding. The Club explained they were working on training to ensure required qualifications and standards are met.

International Membership Packs

Gifts for the next season's international membership pack were discussed and the club confirmed it was currently looking at sustainable options that can be shipped internationally.

Millwall allocation

FAB asked re: Millwall allocation. Club confirmed 15% as per FA rules. The FAB questioned the number of home fans the Club were allowing into the Arthur Wait. The Club confirmed the reasons around this needing to align with concourse configuration, turnstile access and egress numbers.

Main Stand Brick Wall

The status of the commemorative bricks which are currently part of the Main Stand is still to be decided. The Club are considering various options.

Use of Selhurst Park as Cold Weather Shelter

Club confirmed that Selhurst Park remains available as a shelter if the temperature drops below a certain level. This is subject to a request from the Local Authority and cannot be initiated by the Club.

Present

Sharon Lacey	CPFC	Chief Operating Officer
Julie Brown	CPFC	Chief People Officer
Aaron Duckmanton	CPFC	Chief Marketing Officer
Matt Franks	CPFC	Head of Marketing
Ben Collins	CPFC	Head of Security & Safety Officer
Paul McGowan	CPFC	Head of Ticketing
Nikki Gibbons	CPFC	Supporter Liaison and Disability Access Officer
Sarah O’Connell	CPFC	Executive Assistant
Chris Wait	FAB Hospitality	FAB Co Chair
Mark Silverstein	FAB Away Match Attendees	FAB Vice Chair
Claire Jane-Pope	FAB Women’s Supporters Group
Jen Ball	FAB Season Ticket Holders
Kate Murray	FAB Proud and Palace
Sue Maisey	FAB Crystal Palace Independent Supporters Association
Tim Richards	FAB Gold Member
Bruce Muirhead	FAB Disabled Supporters Association
Daniel Grant	FAB Holmesdale Fanatics
Ryan Saulsbury	FAB International Members

Introduction

Success from last FAB meeting

• FAB survey was carried out results shared.
• Proud and Palace flag designed and produced and waved for the first time at the CPFC V Leicester City match.
• Phone chargers now available to Fans on a match day and information on this has been added to matchday notes.
• Club sent out communication on why the move to digital to help fans understand.
• Club been in touch with a tech charity called AbilityNet who help older person or people with difficulties with technology to help.
• Club have improved the communications and information around the Women’s team.
• Proud and Palace 10th anniversary celebrations were held at the CPFC V Tottenham match. Oliver Glasner and Laura Kaminski attended.
• Foundation marathon march was linked with international supporters to mirror the event.

Introduction

Welcomes/Introductions and apologies for absence. Apologies were received from Mike Summers, Chief Executive Palace for Life Foundation.

Matters arising from last meeting.

Club discussed actions from last meeting. Of the 36 actions, 20 had been completed and 16 are ongoing/in process.

Agenda Items

Results of FAB Survey

Club addressed the results of the recent FAB survey highlighting that there was some work to do on communicating how to contact the FAB representatives. It was also noted that the areas they wanted FAB to focus on were ticketing (included on this meeting’s agenda); new stadium developments where the Club hope to have some information to share soon; and diversity and inclusion, therefore the CPFC Chief People Officer and EDI (Equality Diversity and Inclusion) lead were in attendance. Sustainability and sponsorship were other areas to be focused on and the Club agreed they would look at how they can deliver on the areas highlighted.

Club believes these can all be addressed with those in attendance. Club and FAB agreed was difficult to get all points within agenda but the some of them cross over and can be addressed.

FAB asked about the competition draw for the shirt. Club responded that the draw will be done soon and the winner would be announced.

Club summarised that the overall results of the FAB Survey were positive. The Club believes there are some lessons learned on how the Club can elaborate and get more information out of the next survey. Club asked FAB for their thoughts on the survey.

FAB advised they would hold a separate meeting following the results of the FAB to look at and discuss in more detail. FAB suggested each FAB member prepare a short bio on each rep that Club can then send out to each representative’s group/fan base. The FAB agreed to do this.

Club highlighted the results on which FAB representative do you most align with was interesting as 26% responded ‘no one’. Club suggested some research on this.

FAB highlighted there is a lot of perception from the fan base that on one hand it is accepted that the members of the FAB are there for a genuine reason but that for the Club it is still perceived that it is a tickbox exercise and that there is no support from the board for the FAB. FAB advised that the supporter base want to start seeing results. Club responded this perception was a shame especially as there were three pages of actions read out at the beginning of the meeting showing at least 75% have been done. Club agreed to summarise this in the next meeting notes to clearly show successes and that its not just a box-ticking exercise.

Women’s Team

Club thanked Phil Huffer as the previous Women’s team rep and highlighted just how much work he had done for the Women’s team. Club went on to welcome the new Women’s team rep Clare Jane-Pope.

It was announced that a new group of Women’s team supporters had started just over a week ago with over 60 members to date, one of the main concerns of this group being the change to meeting the Women’s team after the match. The information of what is happening and why the players are not coming over to meet the fan base is not being clearly explained and the change in accessibility has not been accepted well. Club agreed to communicate this more clearly and confirmed the decision on how many players are available for autographs has come from the League.

FAB asked about the PA and whether it could be announced over the PA at Sutton when they are in their huddles. FAB said the PA is a medium not used to its advantage. Club agreed this could be looked at.

FAB raised that the big flag arranged by the Club to be put up at Sutton has not been put up. Club were not aware it was not being displayed and agreed to look into this.

FAB asked about clashes with Premier League and asked if Club could develop some sort of policy when there are clashes. Club responded they do not want the clashes either.

PA Selhurst Park

FAB asked about the PA system volume at Selhurst and reported comments from supporters where the PA was too loud in the Holmesdale stand as well as poor choice of music. This then opened up a wider discussion about pre-match music becoming tamer and softer each week. Club reminded that they have been looking at a new PA system and are currently going through the final tender process. Club discussed the difficulties of getting the PA adjusted to the right volume but agreed that more work would be done on this. Club also agreed to look at the choice of music based on the FAB feedback and agreed it should create an atmosphere.

Introduction to Matt Franks and his department

Matt Franks, Head of Marketing, presented a run through of the marketing department. Matt advised it is a team of 20 with the ultimate goal and challenge to ensure that any supporter of the Club, no matter how they engage with us or how often, have the best possible experience.

Club then welcomed questions of which the following were asked:

Q&A With Matt Franks, Head of Marketing

Q1. FAB asked re Palace TV+ and how the engagement had been since having to pay for it.

A1. Club responded that the sales for this had been really strong and explained it’s an opportunity to watch live streams of Academy football and press conferences. Club remarked that the challenge is how to ensure this continues to grow and remain engaging. Club advised there had been three years of increased revenue year on year. Club updated that a new video lead has joined the team that produces original exclusive high-level content, for example the recent ‘my photo album’ feature and has the goal of creating 5/6 a year untold stories.

Q2. FAB asked if Club have a focus group of different age groups of fans.

A2. Club answered that there are no focus groups but they do a lot of analysis of what is working and not working. Club stated it’s important that they appeal to all audiences and supporters. In short, they have not got focus groups, but Club feel it is one they are covering but are welcome to ideas.

Q3. FAB asked if anything had been thought about being done with ex-players who have so many stories and so much interest.

A3. Club responded they want to do more with former players. Club advised there had been some talks over a regular podcast with former players. Confirmed looking at this, want to do more and a Palace podcast is not off the table.

Q4. FAB asked if there is a drive towards more user generated content (UGC) and an opportunity to get fans more involved with some of the content produced. FAB expressed the content Club do is great, particularly the fun stuff.

A4. Club responded that this was done for 100 Years of Selhurst with fans submitting stories. Club agreed that it would look at increasing number of UGC but this would need to be well thought out for longevity and continuity.

Q6. FAB asked about good news stories being published from the fans.

A6. Club agreed fully supportive of this and confirmed it’s the ethos of the Club and these are the stories the Club want to be telling. Club advised to look out for DS Eagles in the festive period.

FAB commented that there has been a real step up on the content for women’s team as the season has gone on and feels the content that has gone out has been amazing. Club thanked for the positive feedback and commented that the new staff have had a real impact on the quality and content on what has been going out recently. FAB feedback that the team photo with everyone in really highlighted that the Club is one club.

Q7. FAB asked if there is a clear marketing strategy for Women’s matches and for The Selhurst Centenary.

A7. Club said yes there is for the Women’s team with ultimate objective to grow the Women’s match team profile and attendees through a number of different ways and speaking with a lot of different audiences.

Q8. FAB asked about the CPFC signs at Thornton Heath station which were very old and had an out of date badge.

A8. Club explained why this was not a quick fix but assured this was something they also wanted to change and that its high on the list.

Ticketing

FAB amended the Club's ticketing agenda to their own points as follows:

Digital Cards and Transfer of Tickets

FAB asked about digital cards and the Club explained that they look at individual activity and when rejecting applications for physical cards, in 9 out of 10 cases it’s because the applicants have used digital previously.

FAB explained known cases where supporters have struggled to operate and use the technology. Club agreed to reach out to anyone struggling with a 1:1 on how to use the ticketing site to transfer tickets etc. Club highlighted that they have a number of supporters collecting reprints and then immediately handing them over to others meaning these tickets are not always falling in the right hands.

FAB explained that they are still receiving complaints. Club responded that there are 14000 using digital tickets without a problem and approximately 3500 matchday tickets going digitally with no complaints. Club stated that the complaints come from when supporters get told they cannot have a physical season ticket card. Club confirmed that there were 2000 applications for cards before the deadline (1st July 2024), 1600 cards were given out, therefore the club were only saying ‘no’ to 400. Club explained that they proceeded with another 600 applications after the deadline which took longer to process as have to process individually and as a result another 400 cards were given out. Club stated there are around 2000 people in total who have been issued with season ticket cards for this season. Club confirmed it is a small minority complaining. FAB mentioned a case where the supporter's phone got wet/damaged and was then unable to upload digital season ticket onto new phone. Club responded that something must have gone wrong as they deal with a lot of supporters who have transferred to new phones. The Club requested that any supporter having this problem get in touch with the box office.

The Club confirmed that, as highlighted in previous meetings with FAB, their intention remains to reduce the number of non-digital tickets issued to supporters over time. At the same time, the Club wants to ensure that it helps supporters with the transition and input from FAB was helpful to show where assistance might be required.

FAB informed Club that they had been made aware of issues relating to the Fulham match where a supporter was having difficulty using the website to resell tickets. Club responded that there were 700 successful resales and a further 200 tickets still available for resale on the day of the match which suggest the system is working fine. FAB raised an issue where a supporter stated they received an error message stating ‘Ticket Not Allowed to Be Posted’. Club advised this was down to Friends and Family not being linked correctly and advised they would publish communication updates and FAQs to help supporters with the resale process, and also reach out to the affected supporter. The Club confirmed that work had been done on the emails sent as part of the ticket transfer process and the FAB confirmed that this seemed to be working better now.

Review Of Loyalty Point System

Club explained that Loyalty Points system is being reviewed for next summer and asked the FAB to speak to their groups to see what they value. The Club acknowledged that they had already received some suggestions from the FAB which will be considered as part of the review.

Ticket Allocation Access For Away Matches

Discussions were held around how supporters get access to tickets to away matches. FAB explained there are lots of times when supporters cannot get a ticket for away matches and that lots of fans would love a fairer chance to get away tickets. Club agreed this was a valid point and explained that Loyalty Points were first introduced as a way of allocating away tickets. Club agreed it had been a frustration for a while and may introduce a ballot for a percentage of away tickets next summer. Club asked FAB to help gather from their groups on how they would feel about a ballot for tickets.

Number Of Visiting Supporters Who Get Access To Seats In Home Areas Of Selhurst Park

FAB asked why ticketing websites were selling tickets in Palace parts of the ground to anyone who is prepared to pay – neither the Club nor Ticketmaster should be doing this and if individuals are doing it then it should be one strike and out. Club responded from a matchday point of view, the club eject anyone seen in an away shirt or anyone that’s reported to, or spotted by a steward or via the matchday text alert number. The tickets are checked and 9 times out of 10, they come from a known Member or Season Ticket Holder. A warning will be issued if the first time; others are banned, and every match there are 200-300 tout tickets cancelled. Club confirmed it’s a difficult situation and are constantly trying to combat it. Club confirmed that any away supporter found in the home end is ejected immediately.

FAB asked whether the matchday text alert number is widely published. Club responded that it’s in toilets, concourses, LED boards, online, on the website, social media that goes out, and it gets used regularly. Every single text goes straight through to the operations team in the control room and is responded to and actioned.

FAB asked about the stewards letting away supporters into home ends. Club reported that Clubs staff are trained and briefed on this and actively look.

FAB asked how many tickets are available to how many Members when buying window opens. Club responded that there are 2500 tickets available. FAB asked if the number of tickets a member can buy should be limited. Club responded that this is in place.  FAB gave an example of a complaint where supporter could only buy one ticket because of different membership tiers. Club responded that the new stand would help with this giving the availability of more seats. Club confirmed for the rest of the season the policy of 1 ticket per member will remain however, considerations as what can be introduced next season are underway.

Box Offices Queues and Waiting Times

Club explained the actions taken on a match day to help prevent this. Staff walk through queues to find out supporters’ situations. Reprint stations were open by entrance 9 with 4 windows, and a reprint station was open by entrance 4 with 5 windows open. It was agreed that the reprint options could be highlighted better.

FAB highlighted difficulties with International Members being able to reserve tickets and the understanding of how tickets are sold in the UK. Club responded that there is an option for International Members to reserve tickets prior to match going on sale. A number of tickets are reserved for International Members. FAB asked if International Members are aware of this process. Club responded yes, but recognised the process of updating the website re reservations could be speeded up. The FAB highlighted that International Members are also obtaining tickets via alternative means, for example taking out Gold Membership. The FAB also asked about adding another International Supporters group to the relevant webpage and the Club agreed to follow this up separately due to time constraints during the meeting.

FAB asked about the exclusive window for Seaon Ticket Holders for Women’s coming out at different time and have a lot of comments with people being at work, missing the window and asked if there is supposed to be a set date that this happens. Club responded there is no set date but it's prior to the week leading up to the match. Club agreed this could be looked at to give clarity and parameters.

FAB asked about young person's Season Ticket and that the jump from Concession to Adult is too high and asked if Club could look into this. Club agreed to raise and look into this.

Women's Safety

Club highlighted the ‘White Ribbon Campaign’ being run by Transport for London (TFL). Club is working with TFL on this which starts on the 25th November. The Club's dedicated match for this will be the CPFC v Newcastle match on the 30th November. Club discussed ideas for Fanzone on matchday and Club asked FAB if wanted to get involved and work with Club on this. The FAB confirmed that some of its members would be very happy to get involved.

EDI

Club will be doing a presentation on this at the next FAB meeting going through EDI strategy and pillars.

Sustainability

Drinking water fountains were discussed again, Club updated that it was committed to getting these in and it's being looked at together with the new stand development for next summer. Club also looking at introducing different waste streams for recycling etc. A sustainability sub-working group will be set up and separate meeting held between now and next FAB meeting.

Introduction

Welcomes/Introductions and apologies for absence. Apologies were received form Co-Chair Chris Wait and Mark Silverstein Co-Chaired in his absence.

Matters arising from last meeting.

Club discussed actions from last meeting. Of the 22 actions, 17 had been completed and 5 were in process with updates discussed as follows:

Club updated that a new Marketing Comms Executive for the Women’s team is now in role and will focus on growing attendance and improving all the Club do around the Women’s team.

Club discussed the development of the free membership launched in schools aiming to build another supporter group of young people and putting more focus on the Women’s team.

FAB fed back that Club could communicate better with regards to the move to digital ticketing. Club agreed they will continue to work to improve the communication and FAB confirmed they would be happy to work with the Club on such communication.

Club thanked the FAB for presenting ideas on how to improve loyalty points. Club advised that they are looking at reviewing what requirements and needs might be. This is being looked into and will be followed up later in the year.

Club updated that they have visited Sutton and are working with them to see ongoing improvements to the facilities. This includes the gantry, signage and fan zone area.

Proud and Palace event was discussed and potential dates to hold will be looked into. Club updated that x2 Proud and Palace flags have been designed and printed and will be ready for the Leicester City game.

Club updated that there are now phone chargers available in the information centre on match days. This information will be communicated in the match day notes.

Agenda Items

FAB Survey

FAB Survey was discussed. Club confirmed a big take up of 1200 answering the survey to date. It was agreed to keep the survey running until Monday 9th September to increase the number of responses, particularly from international members. A reminder will be added to the newsletter on Friday 6th of September with this deadline. Once the survey deadline has closed, Club will share the results and announce the winner of the shirt.

Club summarised results received to date stating that the overall responses were positive about the impact FAB can make. Club recognised that there are opportunities to communicate who the FAB are and how to get in contact with FAB.

Ticketing

FAB requested the Club send out communication on why the move to digital ticketing so fans understand it better. FAB highlighted a charity that aim to help those with IT/Tech difficulties and asked if it was worth looking into. Club agreed to look into this.

Club discussed the card issue and the reason for paper tickets being sent out for Norwich City game. Club agreed that communication could be clearer and confirmed that the intention remains to reduce the number of non-digital season tickets issued season by season. The Club will look at this case by case.

FAB expressed concerns regarding abuse witnessed in respect of, Club’s box office staff. Club confirmed that they will not tolerate anyone abusing a member of staff (in the box office or anywhere else) for any reason and that as a result of recent abusive incidents, security will be present in the box office for the foreseeable.

Women’s Team

FAB asked about loyalty points for Women’s team tickets as loyalty points are not currently in place. Club responded that the preference would be to offer a separate points system to the Men’s Team, and look at loyalty point system that offers discounts on various products for the Women’s Team supporters. Club confirmed they would welcome feedback on this and asked FAB to ask their groups about, what the fan base would like to achieve from loyalty points.

FAB asked what the take up was on the free membership launched in schools. Club responded that there was still some work to do to increase the take up. Current take up is approximately 1000, 250 of which, want to hear about the Women’s team. FAB and Club discussed ideas on how to improve take up including linking more with the foundation and discounted tickets, school partnerships programme, leaflet drops around Sutton, giveaways, trophy tour.

FAB requested the Women’s trophy in the fan zone at Sutton for fans/children to have photos taken. Club agreed this was a good idea.

FAB highlighted the lack of communication and information from the Club for Women’s matches. FAB highlighted that a number of the Women’s team matches had been announced by other clubs and not announced or advertised by the Club. FAB said that key information has been missed such as KO times as well as dates when the league was announced. The club agree that supporters shouldn’t find out information from opposition clubs but also noted the fact clubs should liaise and align on any announcements.

FAB highlighted the lack of communication that there had been no match reports, no trialist or team details of updates on injuries. The Club commented that behind closed doors friendlies are often not covered for a number of reasons. This is consistent with the coverage of men’s games. The Club understands frustrations about lack of match reports for matches that were publicly available. The Club reiterated its desire to improve communications across the board and assures the FAB that a lot of work has been done behind the scenes to ensure the quality is improved – some of which can be seen with communications over the past month.

FAB asked why there was a £3 booking fee for ST holders booking replacement tickets for the Chelsea game. Club confirmed that this was a human error and should not have happened. Club confirmed this error was quickly resolved and FAB agreed and thanked the Club for acting so quickly when this was identified.

Club agreed there is some work to do on communication and apologised for the lack of this over the summer explaining issues such as resourcing and staffing. Club advised that there is a lot of strategic conversations currently going on around the Women’s team and recognise that the Club need to get better on this. Club expressed their apologies to all.

FAB asked why no concessions for Women’s tickets for over 65s. Club responded that it is a very low cost, and they do not want to devalue the product. Club said they are open to suggestions re concession tickets.

FAB asked why the Women’s shirts were not available in good time for the start of the season. Club responded that this was ultimately due to securing sponsor later down the line.

Sustainability

FAB suggested x4 areas as follows:

1. Cup holder
2. Water fountain stations
3. Alternatives to toilet paper
4. Solar panel and power systems

Club responded that all very good suggestions and that the cup holder is being looked into by the retail catering team to trial in x1 area initially. Club like the water fountain idea and discussions continued to include the possibility of waterless urinals, flushing toilets with rainwater. Club explained that alternatives to paper hand towels was a no starter as Dyson dryers are already in place.

International Supporters

FAB expressed that some had been disappointed as there had been no gift with packs this year. Club confirmed a questionnaire had been sent to international fans and the majority responded that they would prefer membership without gift. Club advised they are open to feedback on what international members would like and would reconsider gift.

Club asked FAB to pass on information for any international supporter clubs so that gifts can be sent out to them.

New Stadium Developments

FAB asked for updates and whether there is anything FAB can do. Club confirmed new stadium development is in its early stages but is full steam ahead. Club advised re purposing where Fan Zone will go and asked FAB to bring proposal to next meeting.

FAB Contribution to Centenary

FAB reminded Club that they are happy to help going forward. Club gave an overview of how it was marked on the day as well as ongoing plans such as shooting 100-year limited edition t shirts into the crowds on match days, 100 giveaways over 100 days, Fan stories. FAB responded that they would like to include FAB stories as a feature and Club agreed would work with FAB on this. FAB advised that HF are working on an idea to hopefully be ready for Leicester City game.

Ticket Prices 2025 – 2026

FAB asked if could be involved in ticket pricing discussions. Club responded that when get to this point, Club would be happy to open dialogue with FAB.

A.O.B

FAB asked if a Centenary exhibition is possible and whether fans can contribute to this.

FAB asked what the status was of the wall of the names of the Academy Founder Members which was to feature in the Academy complex. Club confirmed that work on this was ongoing.

Foundation reminded of Marathon March 12th October starting at Selhurst at 7am. FAB responded that could look to mirror this event with international supporters.

FAB asked how Club felt the presence of FAB in the Fan Zone went and asked whether they can do this again. Club said they received good feedback and confirmed happy for FAB to be present in Fan Zone regularly.

Club discussed the blurred line between CPISA and FAB and provided suggestions for how each group could work together to be most effective. FAB agreed they would meet with CPISA. Club also agreed to include at least two agenda items for the next FAB meeting which the Club viewed as being of strategic importance.

Introduction

Welcomes/Introductions and apologies for absence.

Matters arising from last meeting.

Club discussed actions from last meeting (of which there were 26) confirming all but 3 had been completed.

Contact email for FAB Reps required further discussions. FAB suggested setting up an outlook email account so that FAB can monitor and deal with ongoing FAB emails/issues. Club agreed to advertise this once FAB had set up and to direct anything from the CPFC FAB inbox.

Club updated FAB on the current work being done around identifying international supporters. Club advised that there are over 100 supporter clubs, and this is currently being looked at to see which are currently active.

Terms of Reference and Code of Conduct was discussed. It was agreed that FAB would go through these and prepare a written document to provide clarity on what can be shared. FAB will send this to the Club to approve.

Sponsorship

FAB asked the club how sponsors were chosen and what bearing these sponsors have on the identity of CPFC. FAB asked whether the club would be interested in feedback from FAB re sponsors. FAB made clear their hope that having moved away from a kit sponsor connected to the gambling industry the Club should not go back to a front of shirt gambling sponsor. Club advised working through and talking with sponsors and will announce soon the direction the Club is on. Club confirmed they would welcome FAB's insight on sponsors.

FAB asked whether women’s kits will be available in the shop. Club confirmed yes and that the aim is for it to be uniform across men’s and women’s teams. FAB asked if the women’s kit would be available to buy in the club shop even if it had a different sponsor to the men’s kit. The club confirmed that it would be available to buy and that it would include the WSL logo and WSL font for players’ names.

FAB queried why the kit design changes each season. Club explained the reasons behind this which were a combination of supporters liking a change of kit design every season and the commercial benefits of increased kit sales due to the change in design.

FAB queried a centenary shirt to which club confirmed this will feature in the 2024/5 season.

Women’s Team

FAB asked whether hospitality can be open for women’s games. Club confirmed that options for WSL next year are being looked into.

Club confirmed that Women’s games next year more than likely be played at both Selhurst and Sutton ground and will be determined once next season's fixtures are out.

Ticketing

Club discussed again the move to NFC and confirmed that there have been 18000 digital transfers, and the system seems to be working fine. Although there have been a couple of reports of technical issues with certain parts of the transfer process the club have resolved these and continue to work with ticket master to improve the process.

Club confirmed there are still 2000 supporters that remain on cards. FAB agreed to gain advice from their groups on how to go digital. Club stated that this season’s ticket transfer has been the smoothest renewal process Club have had.

Loyalty points were discussed. FAB have agreed to send ideas on how to improve the current loyalty point process to the Club. FAB asked if attending Women’s games will result in loyalty points. Club confirmed this is being looked into.

Palace Free Membership was highlighted by the Club. Club are working with foundation on this and to date 603 have signed up, 200 for the Women’s Team. Club will share information on this new membership with FAB.

FAB asked about ST renewal. Club responded there had been a 94% renewal rate this year and the quickest sell out to date. Club advised that 1000 on the waiting list did not get opportunity to buy ST. They will be top of the list next year.

FAB praised and thanked the Box Office staff.

Stadium and Other Safety Issues

FAB asked why one of the Arthur Wait gates was not open at the end of one of the games. Club responded that on this occasion this delay was due to security but other gates were available.

FAB raised concerns over dangerous driving around stadium after games. Club responded that they have no control over the particular area of road mentioned. Club advised that they have previously requested to extend the Traffic Management Operation and Club confirmed they will follow up with this request.

FAB raised concerns over the safety at Selhurst station and asked at to why more doors could not be open. Club responded that they are working with Selhurst station to see if more doors could be open however, a survey needs to be completed by Selhurst station to facilitate this.

Women’s Team

FAB wanted to send congratulations to Laura and everyone involved from the Women’s Supporters Group.

FAB asked if another add on could be made available to purchase Women’s ST so that it is all in one place. Club confirmed they would look into how this could be synchronised.

FAB highlighted that there had been no notice when Women’s Teams pitch had been water logged. Club agreed would look into this.

Club highlighted again that they wish to build attendance at Women’s Games and that this is where they hope the junior membership comes through. Club want to build and give more options.

FAB asked if the away end at Sutton could be kept for them. Club confirmed they would look into this request.

FAB highlighted that the facilities at Sutton are poor particularly the female toilets. Club confirmed they would look into this.

International Supporters

FAB raised the question as to how to give overseas groups better access to each other, not just focusing on America. Club responded that they are currently looking into who is active/not active to update list and will then be able to update key contacts across the world. Club confirmed they will publicise these groups.

New Stand

Club updated on the current situation being that enabling work has begun. Club talked through the enabling work and advised that the plan is to go out with an article soon as possible to update what is going on.

Sustainability

FAB identified 3 members to take this role on and help improve sustainability. FAB will send ideas to the Club who will then present these ideas at the Clubs next sustainability working group meeting.

Foundation advised they have an environmental working group and it was agreed that FAB, Club and Foundation would all link together on this.

Beer Festival

FAB gave their feedback from the beer festival. FAB raised £100 for the foundation charity. It was suggested a FAB banner could be produced for use on the stand at the beer festival next year and which could also be used if the FAB had a stand in the Fan Zone for certain matches next year. The Club agreed that this would be useful and would investigate getting a banner produced.

Palace for Life

FAB asked how they can get more exposure as a group. Club discussed ways this can be done and agreed to send more information on this.

A.O.B

Views on VAR decision was discussed as well as what the Club does to manage player injuries.

FAB asked if it would be possible to set up an armed forces liaison group. Club confirmed they would be supportive of this.

The possibility of hosting South London Proud and Palace event was discussed. Club and Foundation agreed to get behind this. Details to be discussed.

Proud and Palace raised the matter about the club approving the LGBTQ flag as a guard of honour. This is now being designed by Proud and Palace and will be on display when the players come out subject to Premier League approval.

Introduction

Welcomes. FAB confirmed that Chris Wait and Mark Silverstein had been appointed as FAB Co-Chair and Vice Chair respectively.

Agenda

The group discussed the process for compiling meeting agendas going forward.

CPFC issued a reminder that agenda points for these meetings need to be kept as ‘big ticket’ items; for example, the club’s plans to implement 100% digital ticketing.

Smaller items, which are not within the scope of the FAB role, will be redirected as appropriate.

Meeting Summary

CPFC will produce meeting summaries in conjunction with the FAB. This will be checked and agreed with FAB reps before being published on the FAB webpage.

Webpage Statement

The FAB requested that their mission statement be featured on the FAB webpage so fans can clearly understand the scope of the FAB's role. A request was made for the FAB page on the CPFC website to be more prominent and for it to be made available on the app.

CPFC assured FAB that these requests would be raised with relevant department to implement changes where possible.

FAB Emails

It was agreed that CPFC would initially monitor the FAB email inbox and forward any emails received. This process will be reviewed at the next meeting.

An automatic response will be set up to be sent thanking supporters for their email and advising that it will be passed to the FAB who will respond directly.

FAB Comms to Wider Fan Base

FAB suggested a newsletter on website with FAB email contact. CPFC commented that it was a good way of reaching the supporter base and agreed to support this where possible.

Fan Surveys

FAB would like a survey on a variety of topics to go out before the end of the season.

CPFC to action.

Rep Meeting Frequency

CPFC asked whether FAB had any thoughts on how frequently they would like to have these meetings. It was suggested that there were at least two a season with preference being every two to three months. April 3rd was proposed for the next meeting and FAB reps agreed between them that they were to have their own meeting beforehand.

Communications

A discussion about how CPFC can communicate better took place. CPFC advised it was open to suggestions.

The possibility of using slates on concourse TV screens to promote the FAB and communicate details of the fan representatives was discussed.

CPFC advised the club’s financial annual report will be out in the next few weeks on the website/in the public domain.

Liaison Representatives for All Fan Groups

It was decided that FAB reps were already performing the roles of liaison representatives within their respective supporter groups. It was agreed that the Club’s customer service email address should be used for any concerns that aren’t considered ‘big ticket’ items and therefore wouldn’t be discussed as part of the FAB forum.

Ticketing

CPFC advised that ticket distribution will become 100% digital over the coming seasons. Discussions were held around how the club can encourage supporters to be more comfortable with the move to digital ticketing and how the process of doing so could be made as smooth as possible.

FAB raised concerns regarding away digital tickets, ticket transfer and re-sale. CPFC confirmed that going digital resolves touting issues and tickets getting lost.

CPFC advised that the quickest and safest way sell your ticket if unable to attend is to use the club’s ticket resale platform. Transferring your ticket to a friend is straightforward and can be done online. Step-by-step instructions on how to use both options are available online. CPFC acknowledged that there were the occasional technical issues with these processes and CPFC were working with Ticketmaster to ensure the transfer/resale process was as smooth as possible.

FAB queried why the club was making the move to completely digital ticketing. CPFC advised that there are a number of reasons including clamping down on ticket touts and the time/manpower it takes to get paper tickets packaged and sent out, freeing up Box Office staff to deal with other concerns/enquiries in a timely manner.

FAB stated that one concern raised by supporters in objection to digital ticketing is phones running out of charge resulting in them being unable to access their ticket. FAB identified phone charging stations as a potential solution. CPFC agreed to look into this further.

FAB highlighted that on physical cards there is nothing obvious printed to show the difference between ST and ST+; CPFC agreed to look into this.

Women’s Team

FAB expressed their thanks for the scarf and flags that were left on every away seat at the FA Cup fifth-round game. FAB stated that this was incredible, went down very well and that they were very grateful.

FAB asked if the Women’s Team Information could be displayed directly after the Men’s first-team on the website. FAB explained that it currently sits at the bottom of the drop-down list as follows: first-team, U21s, U18s, CPFCW which looks like an afterthought. CPFC agreed and promised to raise this with the relevant department to better promote CPFCW on the club website.

CPFC agreed to look into building the away clubs' stadiums on CPFC's ticketing site, to enable booking away tickets with CPFC directly for Palace Women’s league fixtures in 2024/25.

FAB advised that the current away ticket-buying process involves having to register with all other clubs in the league. In doing so those clubs then have all contact details and supporters are bombarded with their club comms.

FAB asked if the Women's players' names and numbers could be added to the player list in the shirt-printing area to make it easier for those who wanted a Women player's name and number on their shirt. This will also help to increase visibility of the women's team around the ground. CPFC confirmed they would look into this.

FAB reported a lack of information on social media. CPFC confirmed that this would naturally evolve.

International Supporters

FAB discussed how there used to be an international page on the website for international supporters' groups that were active and contacts for these groups so that supporters in certain areas could be viewed. CPFC agreed that some work could be done around identifying these supporters and reaching out to them. FAB mentioned that multiple cities have multiple meet-ups. FAB confirmed they were happy to facilitate if CPFC contacted everyone in USA and requested they email FAB international Rep and give details of pubs so can send flags etc.

Match Day Park and Ride

CPFC confirmed they have been looking into this since last meeting. A couple of local schools have been identified who are willing to rent their car parks to the club on match days. The next step is to identify transport options to and from parking facilities and the stadium, and planning routes, as well as viable pick up/drop off points around the stadium considering compulsory road closures. More information will be shared as soon as it is available.

New Stadium Developments

CPFC advised that it still plans to begin physical works this summer; there is still lots being done behind the scenes and enabling works, such as clearing existing office space and relocating full-time staff, are currently underway in preparation for a scheduled start date.

How To Handle Minor Issues/Niggles

CPFC confirmed minor issues could continue to be shared via the WhatsApp group, but advised that feedback regarding catering and maintenance issues should be directed to the club’s customer service team, customer.service@cpfc.co.uk , for investigation and resolution.

Proud and Palace

FAB asked for a greater presence at London/Croydon Pride events and asked to have more of a dialogue with the club on this. They also requested the LGBTQ+ progression flag be flown by the flag bearers when the players walk out onto the pitch. CPFC confirmed will look into this.

FAB asked about gender-neutral toilets. Club noted this request.

A.O.B

Issues were brought up between CPFC and HF. CPFC confirmed that banners have not be banned directly by the club, but that concerns had been raised by the Safety Advisory Group (SAG) and the local authority about how they were secured in place. The SAG and Croydon Council specified that they would need to be secured in place by club representatives/external contractors with the appropriate qualifications for them to continue to be displayed.

CPFC confirmed the regulations regarding flags/banners and the need for them to be fire rated. CPFC have paid for and carried out fire-proofing of the existing flags/banners.

CPFC reiterated that pyros are illegal and detailed the dangers of marine flares. CPFC confirmed tighter measures will be in place to identify supporters carrying them on their person and, subsequently, confiscate them at the turnstiles.

It was agreed that better dialogue is needed between CPFC and HF which the club is eager to get underway.

FAB asked whether the club had any plans to hold a “Family Fun Day” to bring supporters together on a non-matchday and hopefully encourage new supporters to join the club. CPFC agreed that they were great events and said they would look into the possibility of reintroducing them, or something similar.

The newly formed Board met for the first time on the 24th of January. For the initial meeting, there was no set agenda and instead, the group used the time to introduce themselves to each other and become familiar with the process going forward.