Our commitment
We commit to putting supporters at the heart of everything we do through effective dialogue, insight and engagement.
How we do it
We have a structured programme of engagement with supporters during a season. This includes the Arsenal Advisory Board, Fans’ Forum, working groups and meetings with key supporter groups.
Arsenal Advisory Board
The Arsenal Advisory Board (AAB) was established in September 2021. It meets in person three times a year with two virtual meetings, plus any ad hoc meetings as needed.
The AAB discusses club strategy with elected and selected supporter representatives who sit on the board on a three-year cycle. The club is represented by ownership, board, executive and management personnel.
The board is chaired by the Arsenal Communications Director and each meeting begins with a high-level summary of club performance by the Chief Executive Officer.
Supporters wishing to raise items for discussion at the Board should discuss the matter with the appropriate representative.
Membership of the AAB is as follows:
Arsenal Advisory Board
Chair: AFC Communications Director
Club Representatives:
Ownership
Board Director
Chief Executive Officer
Chief Commercial Officer
Senior Fan Services Manager
Supporter Liaison Officer
Other regular club contributors come from Venue, Stadium Management and Marketing.
Supporter representatives:
Arsenal Independent Supporters’ Association
Arsenal Supporters’ Trust
GayGooners
UK-based supporters’ clubs
Overseas supporters’ clubs
Arsenal Disabled Supporters’ Association
Fan Forum (18 to 24 years-old)
Arsenal Fans’ Forum
Members of the forum include representatives of domestic and international supporters’ clubs, the Arsenal Independent Supporters Association (AISA), the Arsenal Supporters Trust (AST), Red Action and supporters representing the interests of the following groups: 16–21-year-olds, Over 60s, disabled supporters, Club Level Members, Gold Members, Red Members, Family Enclosure Members and LGBTQ+ supporters.
Meetings are chaired by the club’s senior fan services manager and are attended by club officials. It meets three or four times a season to discuss a wide range of issues which include ticketing, pricing, policing, community activities and issues faced by supporters. Supporters can contact their appropriate representative through dedicated email channels.
Supporter Working Groups
We have also established supporter working groups to provide insight on the following topics:
- Safe standing
- Ticketing
- Membership and equality
- Diversity and inclusion
These are designed to give supporters the opportunity to provide insight and guidance to the club on key projects and initiatives.
In addition, during the 2022/23 season we engaged over 100 supporters as part of our project which has seen the design and installation of new artwork outside Emirates Stadium.
Global Arsenal Supporters’ Clubs
We have 179 official Supporters’ Clubs around the world. Our Supporter Liaison Officer works with them on an ongoing basis with a private extranet platform providing effective ways of sharing information with the groups.
There are also regular gatherings of the Supporters’ Clubs who are also well represented on the Advisory Board and Fans’ Forum. These are attended by appropriate members of senior staff, subject to meeting topics.
Ongoing research
We conduct regular post-match surveys with our match-going supporters which cover the following areas: experience, atmosphere and value for money
These are designed to give us up-to-the-minute feedback on emerging issues so we can act on insight.
How supporters can contact us
Telephone number for all enquiries is 020 7619 5000 and options for different enquiries and updates are presented to the caller.
Supporters can also contact us using this form or emailing us directly.
All enquiries are automatically directed to the relevant person or team via our contact management system.
Complaints Handling Process
All complaints should be made in writing to our Fan Services Team via this contact form and are directed to relevant staff for a response. We aim to provide an initial response within 1-2 working days, with any investigation undertaken and a final response provided within 7-10 days, although this is often much quicker depending on the nature of the complaint.
If a supporter is unhappy with a response, they can request their complaint is escalated to the Fan Services Manager, who can subsequently further escalate to the Senior Fan Services Manager if necessary. If after six weeks from the time a complaint has been submitted, the supporter feels we have not properly responded they have the right to refer their complaint to the Independent Football Ombudsman (IFO), unless we have given a reasonable explanation for the delay (e.g. complexity of the case or unavailability of relevant personnel).
Copyright 2024 The Arsenal Football Club Limited. Permission to use quotations from this article is granted subject to appropriate credit being given to www.arsenal.com as the source.
