Source · Select Committees · Public Accounts Committee
Recommendation 29
29
In May 2021, the Parliamentary and Health Service Ombudsman published a report that found that...
Conclusion
In May 2021, the Parliamentary and Health Service Ombudsman published a report that found that HS2 Ltd had misled and failed to communicate promptly and effectively with a family whose home was being purchased to make way for the railway.68 HS2 Ltd told us that although it had not accepted all the findings in the report, it had acknowledged and accepted the recommendations, and made good progress in its engagement with communities affected by the programme since.69 HS2 Ltd accepted that the report “shone a light on some failings of the company several years ago” but that it had learned from this and its local interaction was much better for it. It explained that it had spent nearly £100 million on local community projects and invested in around 161 local communities and business project. HS2 Ltd asserted, however, there would be limited value in assessing the costs and benefits of activity to mitigate complaints. HS2 Ltd told us that it was focused on working closely with contractors to ensure that disruption to communities was minimised, and that it behaved as a good neighbour. It also said it was working with local MPs and the supply chain on improving the availability of information about disruption to communities caused by the programme.70
Government Response
Acknowledged
HM Government
Acknowledged
6: PAC conclusion: We are already concerned about the volume of complaints on disruption from the programme which does not bode well for the future as more communities will be impacted as construction progresses. 6: PAC recommendation: The Department and HS2 Ltd should write to the Committee within three months setting out how they intend to resolve the issues around community engagement and the environment observed by the Committee in this report. 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 6.2 The department wrote to the Committee in November 2021 detailing its current efforts to resolve issues around community engagement and the environment. 6.3 Substantial improvements have already been made with regard to community engagement and complaints management. HS2 Ltd has observed a steady decline in the level of complaints received, from a highpoint of 268 in February 2021 to 123 in September 2021. Similarly, HS2 Helpdesk enquiries have declined from 15,598 in the first quarter of 2021 to 10,993 in the third quarter. This reduction has taken place in the context of increased construction activity throughout 2021, and may be attributed to new measures introduced by HS2 Ltd since the second HS2 6-monthly report to Parliament in March 2021. 6.4 For complex and/or technical issues, the department has established a small team of construction inspectors to provide an expert and objective perspective. The construction inspectors report to the HS2 Minister and the HS2 Senior Responsible Owner and support the assurance of the delivery of works along the route. They carry out routine site inspections and are additionally deployed to examine issues of local concern and provide an independent view for the department. 6.5 With the new measures already underway to improve HS2 Ltd’s approach to community engagement and with the right culture of respect and continuous improvement, the department is confident that HS2 can be an exemplar in how individuals and communities are treated when large infrastructure projects cause disruption to people’s lives. 6.6 Further information on the steps being taken to minimise and compensate for any adverse environmental impacts are to be published in in HS2 Ltd’s first Environmental Sustainability Progress Report. This report will provide a clear and up to date account of HS2’s environmental impacts and the important work that is being done to minimise and compensate for any adverse environmental impacts. Alongside this, HS2 Ltd plans to publish a refreshed environmental sustainability vision, setting out the future ambition for how the project will further support the government’s decarbonisation and nature recovery objectives.