Recommendation 29

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