West Ham will add a new message  to the steward briefing booklet given out to over one thousand stewards on match days to encourage understanding and connection with West Ham supporters during their safety duties. The club ask that stewards remain professional, respectful, polite, patient and show empathy when dealing with supporters and suggest open communication with fans.

The message will be printed on one thousand plus steward briefing documents this Wednesday for the visit of Manchester City and will be carried for all future games.

The full message from David Sullivan to stewards can be found below. The message was just one of the ideas raised at the London Stadium blogger/youtuber meeting chaired by Karren Brady a few weeks ago which has been actioned.

‘We are the guardians and custodians of the Club for the supporters’
David Sullivan, West Ham United Co-Chairman

WEST HAM UNITED is a unique and special football club, forged in the shipyards of East London almost 122 years ago, and with a passionately loyal fanbase who take great pride in its working class roots and rich heritage.  

For our supporters, following West Ham is about more than just winning. It is about spirit and character. It is about style and identity. It is about people and community.

When David Sullivan and David Gold took over as co-chairmen in January 2010, they declared their dream of building a future that could lead to success and, more importantly, make the fans proud of their Club.

In the summer of 2016, after 112 years at the Boleyn Ground, West Ham United made the momentous move to London Stadium, and still the supporters remain at the core of everything the Club aspires to.

As our supporters continue to settle into their new home and grow accustomed to the different surroundings, your role as a Matchday Steward is absolutely vital in helping to make that adjustment a positive one.

While your knowledge and expertise in spectator safety is of primary significance, we are also keen for you to develop an understanding and connection with our supporters, the majority of whom follow the same routines, sit in the same seats and look out for the same familiar faces at every match.

As often the first figure of authority a supporter will encounter at London Stadium, a Matchday Steward can play a crucial part in shaping the experience that a West Ham United supporter takes from their visit.

We expect all stewards to be professional, respectful, polite, patient and show empathy when dealing with our supporters, the vast majority of whom we believe respond with similar qualities when treated as such.  

We also encourage a culture of open communication at West Ham United. Supporters do have the right to ask a steward for their number and the Club openly welcomes feedback – both positive and negative – to help us ensure that a productive and friendly rapport between supporters and stewards continues to develop.

We are also proud to have our team of Supporter Liaison Officers working alongside you on our behalf on matchdays. Their aim is to ensure that every West Ham United supporter enjoys a positive matchday experience, which in turn will ensure a satisfying and rewarding working environment for you.

As our Club Captain Mark Noble said on his final appearance at the Boleyn Ground last May: ‘West Ham United isn’t just a football club…it’s a family.’

Today at London Stadium, you are a valued member of that family.