Question to the Department for Transport:

To ask the Secretary of State for Transport, if she will take steps to ensure that complaints about ongoing HS2 works are dealt with effectively.

HS2 Ltd is committed to proactively communicating with communities impacted by the construction of the new railway, to keep them informed about disruptive works and to respond promptly and respectfully to concerns raised by members of the public.

HS2 Ltd has put in place a freephone helpdesk, which is available 24 hours a day, 365 days a year, and has a longstanding commitment to respond to all enquiries and complaints within 20 working days and to respond to all urgent enquiries and complaints within 2 working days.

This year so far (April to September 2024), HS2 Ltd received 17938 enquires and 576 complaints, and has maintained its performance with 100% of urgent complaints resolved within two working days, and 95% of all other complaints responded to within 20 working days or less.