Residents’ charter and the commissioners
We recognise that as we develop, design and build the new railway, our activities will impact on the communities in which we will operate.
In response to the Covid-19 pandemic, we have made the decision to postpone all of our public face-to-face engagement events and meetings for the safety of our staff, stakeholders and communities. We have also put in place alternative ways of communicating and engaging regularly with communities to ensure that we can continue to inform, listen and respond.
The HS2 Helpdesk remains operational all day, every day, and is your first point of contact: Freephone 08081 434 434; Minicom 08081 456 472; Email: [email protected]. If you contact us by post there will be an extended delay in us responding to you.
We recognise that as we develop, design and build the new railway, our activities will impact on the communities in which we will operate.
We are committed to being a good neighbour by treating the affected communities with respect and consideration, and by focusing on minimising and mitigating our impacts, whilst maximising the benefits both locally and nationally across the UK.
This charter sets out our ten commitments to you. Two independent commissioners have also been appointed. They are the residents’ commissioner and the construction commissioner.
This charter sets out our ten commitments to you and explains the roles of the residents’ commissioner and construction commissioner in ensuring we are held to account on the commitments we make. We will keep checking on our progress and looking for ways to improve how we do our business.
We will:
Independent Residents' Commissioner
The residents’ commissioner is independent and holds HS2 Ltd accountable to the commitments made in this charter. The residents’ commissioner oversees and monitors our commitments to you and produces a periodic report.
In addition, the residents’ commissioner meets regularly with the HS2 Ltd chairman about emerging trends and concerns. The residents’ commissioner does not investigate individual cases, act as an arbitrator for individual resident concerns, or deal with complaints. You can contact the residents’ commissioner by emailing [email protected]
Independent Construction Commissioner
The independent construction commissioner’s role is to mediate and monitor the way in which HS2 Ltd manages and responds to construction complaints. Sir Mark Worthington was appointed to the role from 1st October 2018. The construction commissioner will mediate any unresolved construction related disputes between HS2 Ltd and individuals or bodies, and provides advice to members of the public about how to make a complaint about construction.
The construction commissioner regularly meets with HS2 Ltd’s chief executive officer to raise any concerns or emerging trends across the project.
Find out more about the construction commissioner and the role.