The club has responded to our letter of 15th September about their management of the Millwall game. Our letter: (https://www.castrust.org/2025/09/management-of-last-saturdays-match)

We note that the club plans to conduct a matchday survey as part of their review of the operation. We will be urging the club to ensure that fan voices play a significant part in the review process.

The club response:

Thank you for your note and for clearly setting out the concerns you have received - we take these accounts very seriously.

We recognise that a number of incidents negatively affected the matchday experience for some supporters, which is never something we want to see. As you know, the experience of supporters at our games is very important to us. We’ve invested significantly in improving the matchday experience at The Valley, including further changes introduced since the start of this season.

As we do after every fixture, we are reviewing the operation in detail, including the pre-match club communications,  to identify what can be learned, while also seeking to understand the scale of those affected. A matchday survey will be distributed shortly, and separately we have received around 35 direct emails from supporters regarding the game, notably fewer than the number we received after our opening match of the season against Watford. We would like to remind CAST to continue to encourage supporters to raise concerns through fans@cafc.co.uk, as this ensures each issue is formally logged, triaged to the appropriate team, and factored into our post-match reviews as we work to continuously improve standards.

As you acknowledge, some matters fall under police control, and we note you will be writing to them separately. We thank CAST for communicating the post-match routes to fans. While we understand these arrangements caused inconvenience for home supporters, we made strong representations to the police regarding the club’s preferred egress routes. The final decision on public highways management rest solely with them, they will have had many operational factors regarding post-match policing arrangements, and complaints regarding this should be made via the police feedback form, which you can find here.

Within the stadium, we are reviewing incidents in detail with our safety team. CCTV relating to the Lansdowne Mews gate has been provided to the police to support their enquiries and in identifying individuals involved. It is also worth noting that we took significant steps to prevent away supporters from accessing home areas - including heavily restricting ticket sales, requiring all purchasers to have a purchasing history with the club. Hospitality packages were only sold to those on Charlton’s database and purchasers were reminded not to bring Millwall fans with them before the game – the club will be following up with those box purchasers where Millwall fans were present.

Saturday’s fixture brought the largest attendance at our highest-risk match for over fifty years. In that context, and given the scale and intensity of the operation, it is encouraging any issues which did occur were isolated and dealt with swiftly. As with every game, there will be lessons that we learn as part of our review process.