Our team is here to listen and help with any enquiry, complaint or feedback you may have. Our Helpdesk team will try to answer your questions in the first instance. If we need to talk to other people in the company to provide a full response, we’ll make sure we investigate your query with the relevant people at HS2 Ltd and respond at a later time.
We aim to acknowledge all enquiries within 2 working days, providing you with a unique reference number. If we can’t answer your questions straight away we’ll look to do so within 20 working days, or sooner where possible. In some instances enquiries may take longer than this to resolve. If this is the case we’ll keep you informed as the matter progresses.
If you would like to see our complaints procedure or you’re not satisfied with how your case is being dealt with, further information can be found here .
You can also contact our Helpdesk if you think you have a damage claim related to HS2.How the independent commissioners can help
The Construction Commissioner
The Construction Commissioner’s role is to monitor how we respond to complaints about construction and to settle disputes. You can contact the Construction Commissioner by emailing email@example.com .
Resources related to the Construction Commissioner can be found here .
The Residents’ Commissioner
The Residents’ Commissioner measures us against commitments set out in the Residents' Charter . The Commissioner does not investigate individual cases or deal with complaints. However, they are responsible for monitoring us, reporting on us and advising us on trends and common concerns. You can contact the Commissioner by emailing firstname.lastname@example.org .
Resources related to the Resident’s Commissioner can be found here.
If you’re unhappy with the conduct of a Commissioner, you can contact the Independent Complaints Assessors.