Collection

HS2 Independent Construction Commissioner

Seeking fair and independent resolution of complaints related to the construction of HS2.

The High Speed Two (HS2) Independent Construction Commissioner’s role is to provide independent decisions and mediate, between the project and individuals or bodies, in unresolved disputes about HS2 Phase One construction work.

About the HS2 Construction Commissioner

How to make a complaint relating to HS2 construction work

If you are concerned about HS2 construction work or its impacts and would like to make a complaint, the first step is to contact the HS2 helpdesk.

HS2 helpdesk

High Speed Two (HS2) Ltd
Two Snowhill
Snow Hill Queensway
Birmingham
B4 6GA

Email [email protected]

Freephone 08081 434 434

Minicom 08081 456 472

The helpdesk team are unable to transfer calls internally to HS2 Ltd members of staff.

How to contact the HS2 Construction Commissioner

For cases where a response to a complaint raised in this way is unsatisfactory, or remains outstanding, the government has appointed the HS2 Construction Commissioner.

You can contact the Commissioner by telephone or email.

HS2 Construction Commissioner

Email [email protected]

Telephone (calls chargeable at local rate) 0300 123 53 65

What the HS2 Construction Commissioner does

The HS2 Construction Commissioner provides a fair and balanced approach if a case cannot be resolved through the normal HS2 complaints process and in cases where a response to a complaint is unsatisfactory, or remains outstanding.

The Commissioner also acts as an arbitrator for the Small claims scheme in the event that a dispute cannot be resolved through the normal process.

Additionally, the HS2 Construction Commissioner provides advice to members of the public on how to complain.

The Commissioner reports on activities and makes recommendations to HS2 Ltd on how complaints may be minimised or reduced.

What the HS2 Construction Commissioner cannot do

The HS2 Construction Commissioner’s role does not cover:

  • complaints that have not first been considered by the nominated undertaker’s/HS2 Ltd’s helpdesk
  • complaints relating to works that are not part of, or associated with, the HS2 project
  • complaints relating to planning conditions and other matters that are subject to the approval of statutory authorities
  • matters considered by Parliament in approving the project
  • matters dealt with by the Office of Rail and Road, and operational rail matters dealt with by train operating companies and passenger watchdogs
  • matters under investigation by the Health and Safety Executive
  • complaints relating to property compensation issues
  • claims for losses over £10,000
  • complaints relating to settlement deeds (see Information paper C3: ground settlement and Information paper C10: small claims scheme for further details)
  • the future operation of the HS2 railway or services
  • matters relating to HS2 Safeguarding Directions

You may consider that the decision the Independent Construction Commissioner (ICC) makes on your claim (under the ‘HS2 small claims scheme’) or construction complaint is wrong, or you may believe the ICC or HS2 Ltd acted unfairly in dealing with either your claim or complaint. In those circumstances, you could ask a Member of Parliament (MP) to refer your complaint to the Parliamentary and Health Services Ombudsman (PHSO).

Construction Commissioner reports

Response to Construction Commissioner’s report

News

The information papers here detail how the HS2 project will engage with people interested in Phase One (London to the West Midlands). In particular, Information paper G3 sets out information on the HS2 Independent Construction Commissioner.

Updates to this page

Published 14 September 2016
Last updated 8 August 2024 + show all updates
  1. Independent Construction Commissioner's report 29 added

  2. Response to the Independent Construction Commissioner's 28th report added

  3. HS2 Construction Commissioner report 28 added

  4. HS2 Ltd response to Construction Commissioner’s 27th report added

  5. The 27th Construction Commissioner's report has been added.

  6. HS2 Ltd response to Construction Commissioner’s 26th report has been added.

  7. Added HS2 Construction Commissioner report 26

  8. Added HS2 Ltd response to Construction Commissioner’s 25th report

  9. Added HS2 Construction Commissioner report 25

  10. Added HS2 Ltd response to Construction Commissioner’s 24th report

  11. Added HS2 Construction Commissioner report 24

  12. Added HS2 Ltd response to Construction Commissioner’s 23rd report.

  13. Added HS2 Ltd response to Construction Commissioner’s 20th, 21st and 22nd reports. Also added HS2 Construction Commissioner report 23.

  14. Added HS2 Construction Commissioner report 22

  15. Report 21 added.

  16. Added HS2 Ltd Construction Commissioner's 20th report

  17. Added HS2 Construction Commissioner report 18 and 19 and the HS2 Ltd response to Construction Commissioner’s 18th and 19th reports.

  18. The Commissioner's 18th report has been added

  19. 18th report added.

  20. Added HS2 Ltd response to Construction Commissioner's 16th report

  21. Added HS2 Construction Commissioner's report 17

  22. Report 16 added

  23. Added HS2 Ltd response to Construction Commissioner's 14th and 15th report and the Construction Commissioner 15th report.

  24. Added 14th report.

  25. Added HS2 Ltd response to Construction Commissioner's 12th report.

  26. Added ICC report 13.

  27. Added Construction Commissioners Reports 11 and 12 and response to Report 11

  28. Report 10 added

  29. Response to 9th report added

  30. Report 9 added

  31. Report 7 and 8 added

  32. Response to report 6 added

  33. Report 6 added

  34. Report 5 added

  35. Response to Commissioner's 4th report added.

  36. Report 4 added

  37. Collection updated to include HS2 response to 3rd Construction Commissioner's report

  38. HS2 response to Construction Commissioner's reports 1 and 2 added

  39. Commissioner's reports 1 and 2 added

  40. First published.