Equality, Diversity, Inclusion & Accessibility
Every Supporter Deserves Respect and Access
Treat supporters, visitors and colleagues fairly, recognise barriers and discrimination, and obtain assistance when a reasonable adjustment or accessible route is needed.
Matchday staff should not decide whether discrimination has legally occurred. Your job is to challenge or intervene only where safe and within your role, support the affected person and report concerns through the correct process.
Protected characteristics+
Be aware that age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are protected characteristics under the Equality Act framework.
Hidden disabilities+
Not every disability is visible. A supporter may need more time, a quieter interaction, a different route, seating, urgent toilet access or support with communication.
Communication+
Speak to the person directly, use clear respectful language and ask what support would help rather than making assumptions about their needs.
Accessible movement+
Know how to obtain help with accessible entrances, lifts, viewing areas, toilets and emergency arrangements relevant to your position.
Racist, homophobic, transphobic, sexist, ableist, religious or other discriminatory abuse is not simply “banter”. Follow the matchday reporting and escalation process.
Knowledge check
A supporter says they need an accessible route but their disability is not obvious. What should you do?
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