Ipswich Town

Response from Ipswich Town FC

The club are aware that it isn’t currently able to offer away supporters in wheelchairs the opportunity to sit with fellow travelling supporters. There is the hope to meet this requirement over the summer ahead of the new season.
The disorder that unfolded during the match was unfortunate and should have certainly been dealt with better. The club has used this as a learning experience and will look to provide a greater match day experience for all supporters.
We will now take appropriate action moving forward to avoid a repeat of the scenes experienced at that game.

If you are a away fan do not go to Ipswich, you are in with the home fans. This is a statement I sent to the club, I ma awaiting a response on my email.

This is the 2nd time I have been to Ipswich and it will be my last. I came about 4 years ago and had my 14 years old great niece with me, after trying to get through the Ipswich fans. We found out we was in the Ipswich end, on this day we were being shouted for wearing our colours. I said that day I would not return. My son convinced me again to go. On the way to the ground we were having a laugh with the Police and Ipswich fans, we get to the ground and find again we had to go through home fans to get to our seats. Again, we was have a laugh with them.

Once in the ground I saw that the disabled area had a makeover from my last visit. I did wonder why they had spent so much money doing the home disabled area up, when the club could have spent it on an away end to make it save for the away supporters. It has been a long time since I have been to football and had such a laugh for the first 75 mins. This is when my son was told by a fan that he was going to come down and hit him, if he did not stop singing. It is frustrating being in a wheelchair and feeling helpless to defend my son. When we go to games we like to sing with our fans, like we have said we did and had banter at the same time.

Their media man was also making gestures towards us as well, surely he should not be doing that as an Ipswich official member.

I would say that Glen who is a security person. He is an amazing person to have at their club, he made sure we felt a bit saver and walked us to the train station. Some of your security do need to have a programme of how to sort a situation like this, they just seem to go in heavy handed. Like 3 of them surrounding my son and making him feel frightened by it.

I will not go to a ground and be put with the home fans again, it is too dangerous for us. Even some of their own security said they do not like it, as this has happened before.

I am a powerchair user and my husband is severely visually impaired. This is our second visit to Portman Road as away fans, travelling in an accessible mini-bus that is part of our Club’s official away travel. Sadly my views echo those of previous reviewers in respect of the poor facilities at Portman Road in the Magnus Group West Stand. That said, we encountered only friendliness and helpfulness from Ipswich fans. What struck us most was not only the unacceptable provision for away wheelchair fans but that it was equally poor provision for home fans in the Magnus Group West Stand (detailed below). When we pointed this out to Ipswich’s DLO, Lee Smith, he agreed with our assessment but told us that the home fans never complain and love it!

Arrival and Entry to the Ground
Official away coaches drop-off a 10 minute walk from the ground, having avoided this we have no idea what this route is like but away wheelchair fans need to ensure they don’t follow the rest of the away fans, as they are sat on the opposite side of the ground to the rest of the away fans. Away wheelchair fans and their carers/PAs enter the ground from Constantine Road (IP1 2DH). Entry is via a Portacabin which is signed “Accessible Entrance”. Thankfully through me ringing the DLO the day before the match and getting these details, we knew that our minibus could drop us off outside this entrance. Entry to the ground was then out of the back of the portacabin and through the hospitality car park to the wheelchair entrance to the West Stand in the far corner, through gates and down a passageway where the grass cutters are stored (to get out of these gates you need to press the green button on the wall). This route then brings you to the pitch side area shown in previous pictures.

Seating Area
Sadly, this has to take the award for being the worst seating area in the 60+ grounds we have visited as away wheelchair fans in the past 12 years.

The pitch side area has (I think) 33 marked wheelchair bays in two rows each bay on an angle. Behind this is a raised platform with a row of fixed seats for carers and behind this on a further raised platform is another row of wheelchair spaces with another row of fixed carer/pa seats behind this. We were welcomed to the stand by the “Disability Stand Steward” as printed on his jacket, who explained that we could sit anywhere but that if the bay we sat in turned out subsequently to belong to a season ticket holder who came, we would need to move. The reason he said that we could sit anywhere was probably related to his admission that Bay 22 which my ticket was for, was so far beyond the edge of the ground, that had I sat there I would not have seen anything of the game, quite apart from not seeing as you have a row of wheelchair users sat in front of you! Given that the away wheelchair fans have to sit in the home stand, you would think the least that could be done, was for them to have tickets to be seated together, but no it seems that the away wheelchair fans get the slots they have not sold to the home fans, dotted around this area. The idea that you move if the space you have sat in is subsequently taken by a season ticket holder, apart from leading to something approaching come dancing with wheelchairs, becomes ludicrous because the front and back row of wheelchair spaces are so tightly packed that there is not enough room for a wheelchair user to pass between them, without everyone having to move! In reality it seemed (understandably) that it was the bays in the front row that were taken by home fans, leaving the row behind for away wheelchair fans. Seating wheelchair fans behind wheelchair fans on flat ground is unique in our experience, probably on the basis that it is realised that those in the second row can only see the back of the chair in front of them and not the football that they have paid to see. Thankfully for me and my mate (yes we managed to sit together) we have seat risers on our chairs so we could still see but I would guess that the majority of wheelchair users do not have this provision available to them.

As if all this is not bad enough there is the slight matter that this layout separates PAs/carers from the person they are they to assist. How are you supposed to get assistance from someone that is behind you so you can’t see them and they are so far away from you, you can’t tell them that you need assistance? This is not theoretical point scoring, quite apart from the experience of visiting away fans who probably only have to suffer these provisions one game a season, what I witnessed was the devastating impact this has on home wheelchair fans. The parents of a child having to sit apart because both parents could not sit in the wheelchair area and the parent who did stay with the child had no seat and could only perch on concrete staging. I also witnessed a wife kiss her severely disabled husband goodbye just prior to kick off as she had to go and sit elsewhere. As I told Lee Smith, DLO at Ipswich at the end of the game, this was distressing even for me to observe. It should not be happening in the 21st century, it is inhuman, get it sorted for the Club’s own fans, quite apart from providing wheelchair spaces at the away end, which he assured me would happen for next season! The defence that these facilities have been there a long time, does not wash, when was it ever considered right to separate the most vulnerable from those that they attend the game with. Could you ever imagine a Club telling able bodied fans they could not sit with the people they come to the game with?

After writing all of this I feel quite guilty to report that my husband was allowed to stand beside me for the game. Just prior to the game, he was told by the stand steward that he would need to sit on the row behind but offered him no help in getting there, a journey which involved going up concrete steps and getting passed people already seated, not easy when you are a white cane user, something which this steward would have seen when he welcomed us to the stand and there were the tell tale signs that he had headphones on binoculars in his hand. It was the Ipswich fans seated behind on hearing this, who told my husband to stay where he was as he was fine and not obscuring anyone’s view. A decision which was not further challenged by the steward. Had we not been told this, I believe the only realistic option for my husband would have been for him to sit on the floor at the side of me as no one had taken that bay.

Positives for this area, on a day officially declared a heatwave it was in the shade and cool (being sat in the baking sun would have been the final straw). I did hear one home fan say the stand was always freezing, something those attending winter games might want to bear in mind, albeit it was under cover. The area is also right by the tunnel, so it was nice to be able to have some interaction with our players and manager as they recognised us. Last time we visited it was the last day of the season (what a game to be separated from your own fans) and we made so much fuss, that we were allowed to go to the tunnel at the end to meet our players.

Audio Commentary for VI Fans
As per details on the Disabled Fans section of the ITFC website, we emailed the Club’s DLA, Lee a week before the game to reserve a headset. He responded immediately and Lee was present when we arrived to pass it to us. As we agreed with Lee, we passed it to a nearby steward at the end of the game. My husband reported that the commentary was helpful, fair and factually accurate which he values greatly. Many thanks to ITFC for this valuable service.

Accessible Toilet
On the left, half way down of the passage way that you go down to enter the stand. Clean, if not somewhat dusty, otherwise I think best described as interesting – in need of modernisation. Enough room for my 6-wheel chair. Make sure you properly lock the door as the first time I used it, I realised I hadn’t pulled the catch far enough across. What I have never seen anywhere before is the toilet itself was on a raised platform, the word “throne” sprang to mind! Needless to say it did make it a bit awkward to use. The toilet was so old it was a head height system with a pull chain behind the toilet that is not the easiest to grab. The sink had an interesting pipe going into it that seemed to serve no purpose (I think it might have been part of a hot water system from the year dot that was no longer used.) It had a separate hot and cold tap and there was hot water with a good flow. (Never tried the cold tap,) There was what looked like a new hand soap dispenser, quite high on the wall and a working electric hand drier. It had a PAT testing label on it that was going brown with no date visible, so not sure when it was last tested. I was told there was another accessible toilet at the back of the stand which was much more modern and did not have the toilet on a raised block but was not accessible to wheelchair users in the lower bays. You might want to consider when you go to the toilet as if it is during play you will probably have to disturb all the wheelchair users seated to the right of you as there is unlikely to be enough room for you to get between the front and second row of wheelchairs.

Catering
Appeared to be the standard fayre and prices. Access was up steps from the lower wheelchair bays or back outside of the stand and round to the right.

Attitude of Club Officials
We were given a warm welcome to the Club by Lee Smith, the DLO and all the Club Officials that we met. Lee was not defensive of the feedback I gave him and invited me to send him this in writing which I explained I will do via this review. Equally at the end, we were repeatedly wished a safe journey home. The only disappointment I think was the actual “Disabled Stand Steward” who after telling my husband he had to move just prior to kick off, never spoke to us again. I thought, particularly given the excessive hot weather, he might have checked we were ok at half time. I did try to catch his eye to speak to him at half time but he appeared too busy chatting to one of the home fans who seemed to be his mate. I also noticed that during the game he was no where to be seen had we needed him for anything.

Overall
For all the reasons I have detailed ITFC needs to urgently improve its facilities for both visiting and home fans in the West stand which are unacceptable. Until it does, the only reason I would go again would be that if I stay at home then this is tantamount to a return to Victorian times when disabled people were kept indoors. I would go to complain as without complaints, they might just conclude that everything is good!

Reply from Ipswich Town to the Fans Comment below:

ITFC are disappointed to read these comments as the Club strives to give all supporters both home and away a safe and enjoyable day out when they visit Portman Road.

Our disability liaison officer Lee Smith is available throughout each match day and no issues were reported to him on the day of this fixture.

The Club has found no evidence of any supporters being abused and Portman Road is known as a safe and friendly environment for visiting supporters.

I went to the Ipswich v Sunderland game on Saturday 10th August 2019, I am a Sunderland fan. I could not believe how Ipswich have set up the disabled area, all I could see was heads. The away fans are sat behind the home fans in this area, we pay good money to come and watch football. How can they think that a fan pays good money to watch a game of football and just see heads all game, I spoke to a couple of the Security people and they agreed with me. They said that they have mentioned this to the club and nothing has been done, you must be well pleased with getting all that money. I had to go all the way round the ground to get to the area, going though all the home supporters. This is very dangerous for the disabled away fan, getting all kinds of comments as you go. Then when you leave you get it all again, I am not happy with this treatment and will be taking it up with the EFL. Once you finally get there, you then have to queue up with the home fans for any drink or food. Again going though being abused again, I did not enjoy my day at all and was very upset by the end of it. Your helper cannot even sit next to you, they need to sort this out as a serious matter. I sent a letter to the EFL and they just dont care.

Reply from Ipswich Town to the Fans Comment below:

I am sorry to hear that you have received a complaint following our match on the 28th against Tranmere Rovers.

We do suggest that coaches drop disabled supporters off at Princes Street which is a 5 minute walk to the away supporter turnstiles. The remaining supporters are then taken by coach to the Away coach park on Westend road which is a 10 minute walk away from the stadium. This is something that has always been in place and has never been an issue before so I am surprised to read of this today.

I have spoken to Mick Warden, Match day Safety Officer and he has confirmed the above. He did add that a letter is sent to all supporter coach companies at the start of the season to outline the parking options. He also said that picking up fans after the match is down to the coach company/driver as to whether they wish to get any closer to the ground than the official car park as they are likely to get caught up in traffic and may contravene parking restrictions that are out of our control.

I can only assume that the relevant information did not reach the driver/s from Tranmere.

I have asked that Lee contacts all Club DLO’s to provide them with this information and ask that they let us know in advance if they are planning on dropping any supporters off at Princes Street so that we can make the Safety Officer aware in advance. This should prevent any confusion.

Away fans coaches parked a difficult 15 minute walk away from ten stadium. No prior warning and very difficult for our less able fans.

My husband and I visited Portman Road for about the sixth time not all in my wheelchair, but due to my disability getting worse this is how it is from now on. Becuase of the layout of the ground, disabled away fans are situated in the same stand as the Ipswich fans and they can at times be a tad hostile, but a word with a lovely female steward last season sorted it all out and they now behave themselves a bit more. In the past we’ve gone in the same enterance as the players etc, but this season we were told quit abruptly by the stewards to go 20 yards down the road and up a ramp into a portacabin to have our tickets scaned. We always pay for a disabled space in the multistory which is about a minute away from the ground, easy to find and get in and out of. The visit was made even better by the terriers winning 1-0, the Ipswich fans weren’t happy, but were told to keep their rivals Norwich off the top.

The disabled area for home and away fans was overcrowded and spaces were not used properly . Many motability scooters on an angle that used up other supporters spaces and were in an area that was not used for supporters .

We parked fairly close to the ground in an ordinary flat car park (I don’t have a blue badge so not able to use any accessible parking) which was ok but not that easy for someone with limited and painful mobility.

When we bought the tickets from LCFC they said that the seats were on row D so would be easy to access, however that turned out not to be true. We went to our entrance and I asked if I could get in other than going through the turnstill which is difficult for me and they kindly let me in through the gate but we were then met by many stairs and it turned out that our row D seats were on an upper level with no lift to access them just stairs.

Once through the gate there was no one to ask for help so I slowly climbed the stairs, the stewards at the very top did ask if i was ok and seemed concerned but obviously I was stuck in an upper level and had no choice but to cope!

They did ask other fans to walk round me rather than make me get up for them to access their seats and all fans were good in that they did that at first.

The problem is not Ipswichs fault, if we had known more about the stadium then we would have asked about lower level seats but the staff who sold us the tickets at LCFC don’t seem to have any knowledge on levels etc and they just sugest we phone the away stadium but as I dont have a blue badge thats usually a pointless exercise and we have to buy our tickets from LCFC anyway.

Maybe there could be some way of making sure that the clubs have some knowledge of the away games stadiums ?

Car parking for 50 disabled supporters on a first come first served basis. I arrived at 12.30pm for a 3pm kick-off but there were still spaces available at 1.30pm.

No particularly obvious disabled signage but accessible turnstiles near stand entrances. For wheelchair access to Brittania Lower stand, the entrance is some 400m + to wheelchair position.

Brittannia Lower tier ,which is used for away wheelchair supporters, is 2 feet below pitch level. There is also 2 rows of wheelchair positions so if you are at the rear section, you would not be able to see above/through wheelchairs in front. Helpers are situated behind the wheelchairs which is again not ideal.

I was fortunate to get a seat in the new elevated North stand which is for home supporters only and offers a fantastic view with no obstructions whatsoever. The best disabled facilities I have ever been in. Pity it is only available for home supporters. Other wheelchair platforms are on partially elevated and may offer better views but all pitchside ones are below pitch level.

Nearby bar and refreshment facilities were available and accessible in the North Stand. Brittania Lower were some distance away.

Toilet provision in North stand was excellent although door was very heavy to open on your own.

Overall a very impressive facility in the North Stand. Less impressive elsewhere but the club are aware of this and the local DSA/Warner offers a very efficient ticket collection service for home fans.

Parked over the road in a multi-storey car park (as directed). The tickets were collected very easily from the gate as we entered. No obvious signage as to where to enter the ground.

The wheelchair spaces in the Brittania Stand are the worst situated I have come across – as noted previously, they are below pitch level and right in one corner of the ground. If the action is at the other end of the pitch you have no idea what is happening. Having your carer sat about 12 feet behind you is a bit of a pain as well.

Didn’t use WC or concessions so can’t comment really but the main thing about the facilities at Portman Road is that the view is awful!!!!

A very warm welcome from the disabled stewards who looked after us for the game, a good view but might have been a problem as they allow their own wheelchair fans to sit right in front of you at pitchside! lucky there was room for us to move or we would not have been able to see all the game, overall a very pleasant experience. Free parking for disabled away fans, good toilet facilities and food and drink all ok. Looking forward to going back again