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The independent HS2 Commissioner

In April 2025, the roles of HS2 construction and residents’ commissioners were merged. The independent HS2 Commissioner is now responsible for handling instances where responses to complaints are considered unsatisfactory or remain unresolved.

What the HS2 Commissioner does

The independent HS2 Commissioner:

• holds High Speed Two Limited (HS2 Ltd) and the Department for Transport (DfT) accountable to their commitments to treat those people directly affected by the HS2 scheme with sensitivity and respect
• oversees and monitors the commitments of HS2 Ltd in relation to its treatment of residents
• provides independent scrutiny and produces periodic reports, publicly outlining their views and recommendations to HS2 Ltd and DfT
• meets periodically with HS2 Ltd’s senior leadership to ensure they are engaged on key issues
• oversees communication standards regarding both statutory and non-statutory property schemes applicable along the route of HS2
• champions residents and others affected and will provide reassurance to individuals that the relevant delivery body will deal fairly and equitably with them
• provide independent decisions and mediate, between the project and individuals or bodies, in unresolved disputes about HS2 Phase One construction work
• makes themselves available to intervene in unresolved land and property disputes, as an objective and independent voice, focussing on timely settlement to save costs on both sides
• determines some small claims – where the HS2 Commissioner does not have the power to determine cases, they will be able to make recommendations to DfT or HS2 Ltd on steps to progress and, where possible, settle long-running cases

What the HS2 Commissioner cannot do

The HS2 Commissioner’s 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 , and operational rail matters dealt with by train operating companies and passenger watchdogs
• matters under investigation by the Health and Safety Executive
• 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

How to make a complaint relating to HS2

If you are concerned about HS2 or its impacts and would like to complain, the first step is to contact the HS2 helpdesk.

HS2enquiries@hs2.org.uk
Freephone 08081 434 434
Minicom 08081 456 472

How to contact the HS2 Commissioner

For cases where a response to a complaint raised through the HS2 Ltd helpdesk is unsatisfactory or remains outstanding, contact the independent HS2 Commissioner by email:

hs2commissioner@dft.gov.uk

If you have concerns with a decision by the HS2 Commissioner

You may consider that the decision the HS2 Commissioner makes on your claim (under the ‘HS2 small claims scheme’) or complaint is wrong, or you may believe the Commissioner or HS2 Ltd acted unfairly in dealing with either your claim or complaint. In those circumstances, you could ask a to refer your complaint to the .

HS2 Commissioner reports

The independent HS2 Commissioner will publish their first report in late summer 2025.

Reports by previous HS2 commissioners:

• HS2 Construction Commissioner reports
• HS2 Residents’ Commissioner reports