Guidance

HS2 independent construction commissioner: seeking fair and independent resolution of complaints related to the construction of HS2

Updated 6 October 2021

HS2 Independent Construction Commissioner

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

How to make a complaint

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

This ensures that all complaints are handled in an appropriate, timely way and that all details are recorded.

The Helpdesk is available 24 hours a day, 7 days a week, 365 days a year and is free to contact. The Helpdesk will register your complaint, investigate, and then tell you what you can expect to happen.

Complaints addressed directly to a contractor performing duties on behalf of HS2 Ltd will be logged and reported to HS2 Ltd’s Helpdesk in the same way. This ensures the complaints are recorded and escalated properly.

If you are unsure who to complain to, or do not know if a complaint relates to HS2 Ltd or its contractors and the Helpdesk is not able to answer your query, I may be able to help.

If you have a complaint about HS2 construction work, please use the details below.

Contact the HS2 Helpdesk

Contact the HS2 Helpdesk on:

Freephone 08081 434 434

Minicom 08081 456 472

Email: [email protected]

Write to:

The Community Hub,
High Speed Two (HS2) Ltd
Two Snowhill, Snow Hill Queensway
Birmingham B4 6GA

Making a complaint

If you wish to make a complaint about construction, you should:

Step 1. Contact the HS2 Ltd Helpdesk

Step 2. HS2 Ltd responds and takes further action if necessary

Step 3. Did HS2 Ltd resolve your complaint?

If not:

Contact the independent Construction Commissioner.

How I can help you with complaints about HS2 construction

High Speed Two (HS2) is the new high speed railway proposed by the government for the UK.

On 23 February 2017, Parliament gave permission for construction to begin on Phase One, which will connect London and the West Midlands.

If you have an enquiry or want to make a complaint, a Freephone 24/7 Helpdesk is provided by HS2 Ltd. Its stated aim is to resolve complaints swiftly and efficiently.

For cases where a response to a complaint about Phase One construction is unsatisfactory, or remains outstanding, the government has appointed me as an independent Construction Commissioner.

My role as Commissioner is to mediate in unresolved disputes between the project and individuals or bodies and to provide independent, impartial recommendations.

This will be important in ensuring a fair and balanced approach to cases that cannot be resolved through the normal complaints procedure.

I report regularly on my activities to an independent panel, make recommendations to HS2 Ltd on actions that could be taken to avoid the need to complain, and also provide advice to members of the public on how to complain.

This approach has been successful in other similar projects, such as the Channel Tunnel Rail Link (High Speed One) and Crossrail.

This guidance will tell you more about how I can assist.

When to ask the independent construction commissioner to step in

If you receive what you consider is an unsatisfactory response from HS2 Ltd, you can ask me to look into your case. HS2 Ltd’s complaints process must be exhausted before I can take action.

You can contact me using the details below. It will be useful if can give me as much detail about your complaint as you can, including contact details for me to get in touch with you.

If you have special requirements which I should know about in taking up your complaint, please also let me know.

Contact details

Call: 0300 123 5365 (calls charged at local rate)

Email: [email protected]

By post:

The HS2 Construction Commissioner
High Speed Two (HS2) Ltd
Two Snowhill, Snow Hill Queensway
Birmingham B4 6GA

To resolve your complaint, it may be necessary for me to talk to other organisations, such as Network Rail or your local authority. If I need to do this, I will contact you to ask your permission.

There are limits to how I am able to help

There are things that the Independent Construction Commissioner is not able to help with.

These include:

• complaints that have not first been considered by the HS2 Ltd 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

• complaints relating to matters still being considered by Parliament

• matters dealt with by other official offices

• complaints relating to property compensation issues

• claims for losses over £10,000

• complaints relating to settlement deeds

• complaints regarding the future operation of the HS2 railway or services – or complaints relating to HS2 Safeguarding Directions

HS2 Ltd’s Small Claims Scheme

If you are unhappy with a decision made under HS2 Ltd’s Small Claims Scheme, you can refer the complaint to me at [email protected].