| 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.
