Residents’ charter and HS2 Independent 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.
As part of the Construction Commissioner Steering Group (CCSG), you will represent your community, share and communicate a range of experiences and perspectives as Britain’s new high-speed railway is built, and also help to monitor the performance of the Independent Construction Commissioner (ICC).
We are seeking to recruit a number of Local Community Representatives to sit on the CCSG, which is independent of HS2 and the Department for Transport. The Group meets three to four times a year, in either Birmingham or London (when attending physical meetings) and also virtually.
For more information about these exciting opportunities and to apply, please click on the links below. If you have any questions about the CCSG or about becoming a Local Community Representative, you can also contact: [email protected]
Applications close on Friday, March 26, 2021.
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.
Two independent commissioners have been appointed to hold HS2 and our supply chain accountable during the planning and delivery of the railway. They are the Residents’ Commissioner and the Construction Commissioner.
The Residents Charter sets out our ten commitments to you and explains the roles of the Commissioners 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.
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. They also report on activities and act as an arbitrator for the Small claims scheme.
As part of the creation of the Independent Construction Commissioner, the Construction Commissioner Steering Group (CCSG) was set up to monitor their performance throughout the construction period. The Group has also been tasked with providing independent oversight and advice to government ministers at the Department for Transport (DfT).
The Steering Group is supported by HS2 and includes representatives from local authorities and local communities along the line of route in Phase 1 and Phase 2a. Representatives from HS2 Ltd and DfT also sit on the Group, although it is independent of HS2 and DfT. It meets three to four times a year, in either Birmingham or London.