LAP–WSMA–001 March 2018
Community Engagement Plan Wendover Stoke Mandeville and Aylesbury
HS2 Ltd’s approach to community engagement and what it means for your area
1
Respecting our communities Welcome to the Community Engagement Plan
HS2 is the largest infrastructure project in Europe, 345 miles of new high We are the largest construction project within Europe and, by association, speed railway connecting 8 out of 10 of the UK’s largest cities. we are facing the largest community engagement challenge currently in the UK. How we and our contractors behave is as important to the This means, unfortunately, that we cannot avoid affecting local residents railway’s success as delivering the project on time and ensuring value and businesses, and so we have to be an exemplar project in our approach for money for the tax payer. to engagement with communities. Our aspiration is to be a good neighbour every single day, by respecting For me this means HS2 and our suppliers being actively involved with the people and communities we impact and being sensitive to their needs, the community to build mutually beneficial, long term relationships. earning our social licence to operate. By doing so we will better understand local concerns and how we can work together to minimise disruption to peoples’ lives, and where We want to be clear about how you can get involved in the project and we make mistakes, learning from these will help us to constantly how we will keep you informed of progress or opportunities such as jobs, improve our engagement approach. apprenticeships or small business contracts. We will work hard with our suppliers to ensure communications are tailored to local needs through One of our guiding principles is to be a good neighbour and respect the community newsletters or noticeboards and, where possible, we will join communities we are working with and the environment in which they live. Mark Thurston local groups or meetings that are already in existence, such as local resident Julie King The legacy of HS2 will be judged on how the communities up and down association or parish council meetings. the route feel they have been treated by us and our contractors. Chief Executive Officer, Director of Community For me as Chief Executive this legacy is as important as our ability High Speed Two (HS2) Ltd To be successful, we need to work with communities and build respectful, Engagement, High Speed Two to deliver the railway safely, on time and to budget. long-term relationships. I appreciate this will take time; we will need to (HS2) Ltd demonstrate we are listening to and acting on the concerns of communities. Engagement Managers will be based out in the communities, providing timely responses to questions or complaints and acting as the voice of their community within the organisation. We have set out the ten commitments that we will use as the basis to measure our success, and that of our suppliers, in how we deliver the new railway. Building strong partnerships These commitments will drive our thinking, actions and decision making, and those of our suppliers. Together, we will work hard to build trust In the Wendover, Stoke Mandeville and Aylesbury areas of Buckinghamshire, and create opportunities for two way conversations with communities HS2 will be designing and building key elements of the line of route. This over the life of the project. includes a viaduct that allows the railway to cross the A413. Once across the A413, the railway will enter a green tunnel as it travels past the south west of Wendover. We will need to make some alterations to the road network in Stoke Mandeville and Aylesbury as part of these works. Specifically, this includes the construction of a new relief road in Stoke Mandeville, as well as making some necessary road alterations to the A418. Throughout this work, we are committed to upholding the principles of being a good neighbour and we are mindful of the impact HS2 construction will have on the local community. Through our community commitments we have set very high standards that our entire supply chain will adhere to. These standards shape the way they will work with, and alongside, local residents and businesses. We are working Mike Hickson closely with the supply chain to ensure they understand the communities Area Programme Director, and their concerns, and communicate effectively with people in a way that High Speed Two (HS2) Ltd meets their individual needs. I expect everyone delivering HS2 to do so in a way that demonstrates good neighbourly behaviour – this means being open and honest, showing respect, and acting with integrity. Contents
1. Our Strategy p a g e 2 2 . Pr o p e r t y Co mp e n s a tio n Sche me s p a g e 7 3. What this means for you p a g e 8 4. Our Community Commitments p a g e 1 0 5. Local area map p a g e 1 2 6. Construction activities timeline p a g e 1 8 7. How we will engage with you pag e 20 8. How we will measure our success p a g e 2 4 9. Contacting us page 27 10. Keeping your information safe p a g e 2 8
Network map
New station (Phase One)
New station (Phase 2b)
Destinations served by HS2 services on existing network
HS2 Line (Phase One)
HS2 Line (Phase 2a)
HS2 Line (Phase 2b)
Your area HS2 services on existing network
Old Oak Common
We provide further information live on our website here: You can check maps to see the planned routes for the https://hs2inbucksandoxfordshire. High Speed Two (HS2) rail network at www.gov.uk/check-hs2-route commonplace.is 1 Our Strategy
The planning and Our vision is for HS2 to be a catalyst for growth across Britain. In order to deliver HS2 Community engagement is about creating a long-term and trusted communication with the communities in which the railway will be construction of HS2 We translate this vision into our mission, which is to deliver a successfully, we need built and operated. is a huge operation. new railway to better connect people. to understand and Our aspiration is to be a good neighbour every single day, by respecting the It is currently the We will do this, in part, by carrying out an exceptional community manage the full people and communities we impact and being sensitive to their needs. We engagement programme and by being a good neighbour. largest infrastructure impact of the project. know that we will be judged not only by what we deliver but by the way in project in Europe. which we deliver. To make sure we understand the views of the communities aff ected by the new line, and ensure those views are taken into account in our planning, we have devised the HS2 Community Engagement Strategy. The Strategy sets out the principles, approach and overall plans for What we mean When we talk about community we mean any person, people, business the ways we will engage with local communities. by community or organisation who: Here is how our vision, mission and values translate into the behaviours We will demonstrate we want to see across HS2 Ltd and our supply chain every day. » will be aff ected by the new » is elected to represent the our values of railway or its construction; communities in which the new railway will operate; and Leadership, Respect, » has a special interest in HS2, We want you to be able to recognise an HS2 person – whether they such as environmental or » is responsible for holding us Integrity and Safety are a member of staff , a contractor or a supplier – because they are technical stakeholders; to account. in the way we and delivering these behaviours every day. our suppliers behave. How we We are committed to engaging with all these communities on the will engage various aspects of the new railway, and we will do so using four types of engagement.
Leadership Respect Informing Involving
We will lead collaborative, coordinated We will listen and respond in a We will keep communities informed We will create opportunities for engagement that is empathetic, timely and accessible manner, on the issues that aff ect them local communities to get involved compassionate, open, anticipating concerns and through clear, timely and throughout the design and delivery accountable and transparent. eliminating surprises, creating tailored communications. of the project, so that we take and monitoring goodwill and trust. into consideration how they live, work and play.
Integrity Safety Consulting Responding We will be open and honest, fairly We will prioritise the health, safety We will arrange formal, written, We will provide free and accessible interpreting stakeholder discussions, and wellbeing of communities and public consultations on the project. options for communities to contact and delivering on promises in a our workforce; our approach will These will include making plans us to seek information and raise their timely and collaborative manner. be inclusive and accessible; we available for public review and concerns. We will respond to their will identify risks and feed them seeking views from a range of requests and comments in a timely back into the business. interested parties to inform their and comprehensive way. development and delivery.
2 3 HS2 benefits The HS2 programme will deliver a wide range of benefits to communities and businesses along the route as well as to the UK as a whole. These benefits range from jobs and skills now, through to making it easier for people, skills, goods and services to move around the country – giving people more choice about where they live, work or run their business.
More jobs and apprenticeships
Delivering HS2 will create The creation of the National College power. This will benefit the wider approximately 25,000 jobs across for High Speed Rail, with campuses economy and improve the the construction industry and supply at Doncaster and Birmingham, national skills base. chain, followed by ongoing together with the 2,000 More information on jobs at HS2 Ltd employment opportunities that will apprenticeships resulting from HS2, and the apprenticeship programme result from operating the railway. will help people improve their skills can be found here: and boost their individual earning careers.hs2.org.uk/
More opportunities for business
HS2 will provide new opportunities opportunities to connect with larger This facility is supporting new jobs for jobs and for regenerating local businesses as they become part of and apprenticeships. environments, boosting economic the wider HS2 supply chain. More information on how to development long term. For example, in Doncaster a register for business opportunities Small and medium-sized businesses pre-fabrication facility will help with HS2 can be found here: will be able to access a wider range prepare key construction www.gov.uk/government/ of people, services, skills and materials to be used in the collections/hs2-business suppliers. They also have new southern end of the route.
More trains and more seats
HS2 passengers will benefit from HS2 will bring more destinations The new line is being designed more frequent, faster and more within easy reach, increasing to withstand adverse weather, reliable train services, with employment and leisure options. making the railway more reliable greater choice and convenience As travellers switch to HS2, the and reducing the risk of personal across the rail network. existing rail network will also see and business costs associated benefits: crowding will reduce and with disruption. capacity for freight will increase, taking many lorries off busy roads.
4 5 2 Property Compensation Schemes
Communities and businesses located If you are in a rural support zone, you If your property is affected but is near the approved or proposed route can apply for either for a cash offer outside all of these zones and will have access to a range of or voluntary purchase, or for the safeguarded areas, or is not covered statutory and discretionary Need to Sell scheme. by one of these schemes, property schemes. Which scheme you can still apply for the Need If you are in a homeowner payment applies depends on the location to Sell scheme. zone between London and the West of the property, as summarised in Midlands you can apply for the More information on all these the diagram below. Homeowner Payment scheme. schemes, as well as maps to help We can help you to find out in which You cannot yet apply for this if you identify your location and distance of the following four areas your are affected by the railway between from the new railway, can be found property is located: safeguarded the West Midlands and Crewe, here: www.gov.uk/claim- area; rural support zone; Leeds and Manchester. compensation-if-affected-by-hs2 homeowner payment zone; This scheme is available once You can also call the Freephone or outside these zones. this section of the railway Community Helpline on If you are in a safeguarded area receives consent from the UK 08081 434 434 for more you can apply to sell your Government through Royal Assent. information or to ask a question. property through the Express Purchase scheme. LINE OF ROUTE Available once line in LINE OF ROUTE public use for a year Available once line in 2 Safeguarded area yyExpress Purchase Partpublic 1 compensation use for a year and extended yyExtended Homeowner (where there is no 2 homeownerSafeguarded area yy ProtectionExpress Purchase Zone landPart 1take) compensation 1 protectionand extended zone yyyyRentExtended Back Homeowner (where there is no homeowner Protection Zone land take) 1 Ruralprotection zone yyyyCashRent offerBack OR Part 1 compensation support voluntary purchase3 (where there is zRuralone ( RSZ) yyyyNeedCash offerto Sell OR scheme nParto land 1 compensation take) 120m 3 support yyRentvolunta Backry purchase (where there is zone (RSZ) no land take) 120m yyNeed to Sell scheme Homeowner yyyyHomeownerRent Back Payments4 Part 1 compensation payment yy Zone 1: 120m to 180m – £22,500 (where there is 4 zoneHomeowner yyHomeowneryy Zone 2: 180m Payments to 240m – £15,000 noPart land 1 compensation take) payment yy yy ZoneZone 3:1: 240m120m to 300m180m – £22,500£7,500 (where there is zone yy yy Zone 2: 180m to 240m – £15,000 no land take) 300m Need to Sell scheme yyRentyy Zone Back 3: 240m to 300m – £7,500 yy 300m Need to Sell scheme Beyond yyyyNeedRent Btoack Sell scheme Part 1 compensation yyRent Back (where there is Beyond yyNeed to Sell scheme nParto land 1 compensation take) 4 5 1 Usually 60m in rural areas. 2 Surface safeguarding only. Applies to ruralyyRent areas only Back and does not extend to areas beyond deep tunnels.(where Only availablethere is after 1Usually 60m in rural areas. 2Surface safeguarding only. 3Applies to rural areas only and Royal Assent of the Bill. Applies to rural areas only and does not extend to areas beyond deep tunnels. no land take) 4 4 5 does1 Usually not 60m extend in rural areas. to 2areas Surface beyondsafeguarding deep only. tunnels Applies to .rural Only areas available only and does after not extend Royal to areas Assent beyond of deep tunnels. Only available after the Bill. Applies to rural areas only and does not extend to areas beyond deep tunnels. Royal Assent of the Bill. Applies to rural areas only and does not extend to areas beyond deep tunnels.
The above zones are generally based on distance from the line:
»» the safeguarded area is »» the rural support zone »» the homeowner payment the land expected to extends 120 metres from zone applies in rural areas be needed to build and the centre-line of the line only and is between 120 operate the railway; of route; and and 300 metres from the centre of the railway. 6 7 3 What this means for you
We recognise that as we develop, design and build the new railway, Your Area Team – Our Community Engagement Team acts as the voice of the local we will have an impact on the communities where we work. Organisational communities within HS2 and our supply chain. Each community along the line of route has a dedicated Engagement Manager. This is the first version We are committed to being a good neighbour and treating our communities chart of the Local Area Plan. We will continue to work with the local community, with respect and consideration. We will keep checking that we are doing the Local Councils and key stakeholders in the area to develop future plans. that and looking for ways to improve. The Community Engagement Strategy is being delivered through Local Area Engagement Plans such as this. YOUR LOCAL ENGAGEMENT This Plan highlights some of the key areas we know are of concern to MANAGER you and how we plan to minimise disruption throughout the lifetime of the project.
Vernon joined HS2 in December Luke Nipen 2017 and has over 20 years Senior Engagement Manager of experience of resident engagement and project management across a range of regeneration, highway and railway projects. Vernon is a passionate advocate of sustainable development for community investment, training, apprenticeships Cheryl Snudden, Emma Gaydon & Nisha Mejer and local employment. Engagement Managers
Sangeeta Chuahan Vernon Loo Engagement Executive Engagement Manager
Some of the things you will read about in this Plan include:
»» how often your local »» how often we will be issuing »» works that we will be Engagement Manager will be newsletters or updates on undertaking in your area and in the area so you can ask information relating to the engagement activity around questions and raise your new railway or dates for these works. concerns in person; information sessions you will be invited to attend; and
8 9 4 Our Community Commitments
In our Residents’ Charter we set out 10 Community Commitments. We will use these to help measure our success, and that of our suppliers, in how we deliver the new railway.
We will:
Continue to build respectful, Work with our communities Leave a positive and Respond to questions and long-term relationships with to develop local two-way sustainable legacy for complaints quickly and our communities, and actively engagement and communication the communities in effi ciently, with an encourage our workforce to programmes, and ensure these which we operate. acknowledgement within 2 listen to local concerns and be are accessible and tailored working days, and responding considerate and accountable to local needs. within a maximum of 20 working for their actions at all times. days if we cannot answer the query straight away.
Make sure communities are Operate a Freephone Community Promote awareness of all our Display the Residents’ made aware in advance of Helpline 24 hours a day, property schemes so that Commissioner’s and any activities taking place 365 days a year. anyone who may be eligible Construction Commissioner’s in their area. has all the information they contact details on all relevant need and is aware of the materials, along with the HS2 support available to them. Helpline information and complaints procedure.
Make health and safety a Respect the wellbeing of our priority for our communities communities, minimising and our workforce. disruption to their lives with local mitigation plans and activities, ensuring we meet the standards set out in the Code of Construction Practice.
More information on what we are doing in your area to deliver these commitments can be found on the subsequent pages of this plan.
10 10 11 5 Local area map Wendover
N WENDOVER A413
WENDOVER STATION WENDOVER GREEN TRAIN LINE (CHILTERN RAILWAY) TUNNEL A413/NASH LEE ROAD SMALL DEAN 2 VIADUCT 3 HSN 1 ROUTE HSN ROUTE
WENDOVER CUTTING HSN WENDOVER ROUTE DEAN VIADUCT
BACOMBE LANE
ELLESBOROUGH ROAD TRAIN LINE (CHILTERN RAILWAY) A413 2
This map is for illustrative purposes only What will happen in your area? Key
This map shows the location of the construction sites that we will be establishing across HS2 route Phase 1 (In tunnel) your area and explains the different activities that will be happening there. The timeline on page 18 shows when we expect to secure either temporary or permanent possession of this HS2 route Phase 1 (Above the ground) land over the coming months. HS2 works Wendover Green Tunnel 1 The designs will be progressed in 2018. This is a cut-and-cover tunnel, which means Main roads earth will be dug out and a concrete tunnel will be installed and then topped with earth and grass. Once the tunnel is completed, the train will not be seen along this Existing train lines part of the route. Archaeology works will be taking place in early 2018. Points of local interest/transport Viaducts 2 A viaduct is a bridge designed to carry a railway over water, a valley or another road. Villages/towns These designs will be progressed in 2018. Archeology and ecology works will take place in early 2018. Wendover cutting 3 The Wendover cutting will be a deep excavation into the existing ground to make room for the rail line. These designs will be progressed in 2018. Archeology and ecology works will take place in early 2018.
12 13 5 Local area map Stoke Mandeville and Aylesbury
STOKE MANDEVILLE HOSPITAL STATION STOKE MANDEVILLE MANDEVILLE AYLESBURY STATION A418 COMMUNITY MANDEVILLE CENTRE N UPPER SCHOOL 3
ST MARY’S ARCHAEOLOGICAL SITE
APLML STOKE MANDEVILLE 4 RELIEF ROAD MARSH LANE PRINCES RISBOROUGH HSN AYLESBURY LINE ROUTE 1 APMT ROAD ALTERATION REALIGNMENT SITE 2
RISBOROUGH ROAD HSN ROUTE HSN ROUTE
HARTWELL HOUSE PRINCES RISBOROUGH TO 4 AYLESBURY RAIL OVERBRIDGE SITE PRINCES RISBOROUGH TO AYLESBURY LINE
This map is for illustrative purposes only
What will happen in your area? Key
This map shows the location of the construction sites that we will be establishing across your area and explains the different activities that will be happening there. The timeline on the page 18 shows HS2 route Phase 1 (Above the ground) when we expect to secure either temporary or permanent possession of this land over the coming months. HS2 works A418 road alteration 1 Design for this alteration will be progressed through 2018 by HS2 main work contractors. Main roads Stoke Mandeville relief road Existing train lines 2 Once built, this road will link to the existing road network, creating the new relief road. This section of work should be completed over a weekend. On completion of the relief road, the Risborough Road Points of local interest/transport will no longer be accessible. Villages/towns St Mary's archaeological site 3 Our contractor will be undertaking archaeology work at St Mary's Church in 2018. Princes Risborough to Aylesbury site 4 These sites are for work to realign and build an overbridge to the railway.
14 15 15 5 Local area map Aylesbury
AYLESBURY N 3 A41/BICESTER ROAD
PUTLOWES ACCOMMODATION OVERBRIDGE BRIDLEWAY OVERBRIDGE FAIRFORD LEYS 1 2 FOOTPATH OVERBRIDGE
PUTLOWES AUTO 4 TRANSFORMER STATION BRIDLEWAY ACCOMMODATION 3 OVERBRIDGE THAMES VALLEY 4 VIADUCT 4
This map is for illustrative purposes only What will happen in your area? Key
This map shows the location of the construction sites that we will be establishing across your area and explains the different activities that will be happening there. The timeline on the next page shows HS2 route Phase 1 (Above the ground) when we expect to secure either temporary or permanent possession of this land over the coming months. HS2 works Putlowes Auto Transformer Station 1 This compound will be used for railway installation engineering works and construction of the A41 Main roads Bicester Road embankment. Villages/towns Bridleway Accommodation Overbridge 2 The bridge will remain open during construction as a temporary alternative route. Thames Valley Viaduct 3 These designs will be progressed in 2018. Archaeology and ecology works will be taking place in early 2018. 4 Overbridges Design will be progressed in 2018. Archaeology and ecology works will be taking place in early 2018.
16 17 17 6 Construction activities timeline This timeline shows when we expect to undertake surveys, ecology mitigation and design works in the local area.
2018 2018 2018 2018 JAN MARCH APR JUN
AREA-WIDE
WENDOVER GREEN TUNNEL
STOKE MANDEVILLE
SMALL DEAN
AYLESBURY
ECOLOGY SURVEYS GROUND INVESTIGATION ECOLOGY MITIGATION SITE ENGAGEMENT EVENT We will undertake surveys to identify This work is undertaken by using a The ecology works at Wendover Dean and Information events will be held in the presence and size of species number of methods to obtain samples Small Dean will be undertaken in early 2018. your area throughout the year. populations such as great crested to examine and study the soil, rocks This will see: Your Local Engagement Manager newts, bats, badgers and reptiles. and groundwater below the surface. will hold monthly drop-in »» creation of ponds for great crested sessions. newts; DESIGN WORK Find out more about specific »» planting of woodland; and Design work will progress SITE CLEARANCE events online. in 2018 for: Site clearance at St Mary's Church »» creation of a habitat for insects and an »» Stoke Mandeville relief road; will begin to prepare the sites area for animals to hibernate. »» Wendover Dean viaduct; for archaeological work. We keep further information live on our website here: »» Wendover green tunnel; ARCHAEOLOGICAL INVESTIGATIONS https://hs2inbucksandoxfordshire.commonplace.is Trial trenches to undertake archaeology Small Dean viaduct; »» surveys will take place between January Please note, dates shown are subject to change. »» Transformer station; and June 2018. »» Overbridges; and 18 »» Thames Valley viaduct. 19 7 How we will engage with you
We want to ensure you can find out about the impact of the new railway easily. Equally, we want to be sure you have the opportunity to give us your comments and tell us your concerns. So we will organise a range of activities to ensure our engagement programme is genuinely collaborative and inclusive.
We will tell you about what is happening by: We will involve you in gathering ideas and opinions by:
»» distributing information sheets about our »» sharing localised designs as and when they become Informing planned works before they start; Involving available, enabling you to see the designs develop and ask any questions; and We will keep communities informed »» producing a newsletter quarterly with updates We will create opportunities for on the issues that affect them on progress; local communities to get involved »» arranging community workshops to generate ideas for community investment opportunities through through clear, timely and »» holding community-wide engagement events; throughout the design and delivery our contractors and supply chain. tailored communications. »» giving presentations on our construction of the project, so that we take programme and specific construction activities; and into consideration how they live, work and play. »» creating a locally focused website where you can find information about your area.
We will respond to your questions and concerns through:
»» operating our Freephone Community Helpline, Responding which operates 24 hours a day, 365 days per year, for the duration of the project; We will provide free and accessible options for communities to contact »» answering your questions and complaints in a us to seek information and raise their timely manner. concerns. We will respond to their requests and comments in a timely and comprehensive way.
20 20 21 Inclusion We have an Equality, Diversity and Inclusion (EDI) Policy, which represents and accessibility best practice in ensuring inclusivity and access for all. We will use the EDI Policy to guide our approach to engagement. We will make equality, diversity and inclusion part of all our activities, and look to prevent discrimination, harassment and bullying. We will seek opportunities to promote inclusive development so that no one experiences disproportionate disadvantage as a result of the planning, design, construction and operation of HS2. We will also create opportunities for local people and companies to benefi t from the investment in HS2, such as through the National College for High Speed Rail. In addition, we will take a number of practical steps to help maximise access to the engagement activities. Where possible we will: » provide, on request, translations and alternate formats (such as large print) of documents and publicity materials, including this Plan; » use accessible venues for consultation and engagement events; » provide hearing loops/sign language experts at venues; and » provide interpreter services at venues. Whilst we will always aim to ensure engagement is accessible to all our communities, we recognise that in remote areas there may be a need for us to provide transport to events. This will be considered on a case by case basis.
1822 23 8 How we will measure our success
Every six months, We will know we have been successful when there are real examples we will publish progress of achieving our ten Community Commitments. reports which measure Every six months we will publish progress reports which measure our our progress against progress against the Commitments. our ten Community As well as providing transparency about our performance, these reports will Commitments. help us to continuously learn and improve. The reports will show how well we and our contractors are performing across a range of indicators: “This document is important » how well we handle your enquiries; because it sets out standards which we can expect HS2 » how well we handle your complaints; to follow. I will be monitoring » our progress against our Strategy and our Local Engagement Plans; these independently » our contractors’ progress against their engagement delivery plans; through HS2's construction and challenging HS2 » how well we are informing communities about works taking place in to meet these standards.” their area; Gareth Epps, » how well we demonstrate that we are continually looking to lessen the impacts of the programme; Independent HS2 Construction Commissioner » what long-term benefi ts our investment programme is delivering in communities; » evidence that our staff and contractors understand, and are behaving consistently with, this Strategy; and » review and analysis of the feedback on how we are doing. In addition, we will use and learn from the independent assessments and reports that will be provided by the Residents’ Commissioner and Construction Commissioner.
24 25 9 Contacting us
Community Helpline Residents’ Commissioner Construction Commissioner We operate a Freephone Community The independent Residents’ The independent Construction Helpline 24 hours a day, 365 days per Commissioner holds HS2 Ltd Commissioner’s role has been year, for the duration of the project accountable to the commitments developed to mediate and monitor to answer questions, manage all made in the Residents’ Charter. the way in which HS2 Ltd complaints and coordinate manages and responds to The Residents’ Commissioner incident response. construction complaints. oversees and monitors our The Helpline is available at commitments to you, produces a The Construction Commissioner will [email protected] and periodic report, published at mediate any unresolved construction telephone 08081 434 434. www.gov.uk/government/ related disputes between HS2 Ltd collections/hs2-ltd-residents- and individuals or bodies, and We also operate a Freephone commissioner and meets regularly provide advice to members of the Minicom service on with the HS2 Ltd Chairman about public about how to make a 08081 456 472 for people with emerging trends and concerns. complaint about construction. hearing impairments. The Residents’ Commissioner does The Construction Commissioner You can also write to us at: not investigate individual cases, regularly meets with the HS2 Ltd HS2 Community Hub act as an arbitrator for individual Chief Executive Officer to raise High Speed Two (HS2) Ltd, resident concerns, or deal any concerns or emerging trends Two Snowhill with complaints. across the project. Snow Hill Queensway The Residents’ Commissioner The Construction Commissioner Birmingham B4 6GA can be contacted on can be contacted on We will include these contact residentscommissioner@ [email protected] details on all community hs2.org.uk and you can visit the dedicated engagement materials. website at www.hs2-cc.org.uk www.gov.uk/government/ Holding us to account publications/hs2-residents-charter If you are unhappy for any reason, you can make a complaint via the helpline. We will acknowledge your 24/7 Freephone 08081 434 434 complaint within 2 working days and let you have a full response within 20 Email [email protected] working days. If it is not possible to Minicom 08081 456 472 respond fully within this timescale, we will write and let you know why and say when you should expect to receive a full response.
26 27 10 Keeping your information safe
We know how important it is to protect your privacy and to comply with relevant data protection and privacy legislation. If we ask for your personal information, we will: » let you know why we need it; » only ask for what we need and not collect excessive or irrelevant information; » make sure nobody has access to it who should not; » not share it with other organisations unless we have told you in advance or unless we are obliged to do so by law; » only keep it for as long as we need to; and » not make it available, or sell it, for commercial use, such as marketing. In dealing with your personal information, we will: » value the personal information entrusted to us and make sure we respect that trust; » abide by the law when it comes to handling personal information; » consider the privacy risks when we are planning to use or hold personal information in new ways, such as introducing new systems; and » provide training to staff who handle personal information and respond appropriately if personal information is not used or protected properly.
To help us keep your information If you wish to make a subject We will acknowledge your complaint accurate and up to date, we ask you access request, please contact within 2 working days and let you to give us accurate information and us via the details below. have a full response within 20 tell us as soon as possible of any working days. If it is not possible to It will help us to locate any data we change of circumstances. respond fully within this timescale, might hold about you if, in making we will write and let you know why You can fi nd out what personal your request, you could state what and say when you should expect to information, if any, we hold dealings we have had with you and receive a full response. about you by making a why you expect us to hold ‘subject access request’. information about you. If we do hold information about It is not the policy of HS2 Ltd to you, once we have confi rmed your charge for subject access requests. identity, we will give you a If you are unhappy with the way we description of it, why we are have handled your personal holding it and who it could be information and wish to make a disclosed to, and will provide you complaint, please contact our with a copy of the information in Data Protection Offi cer. an intelligible form.
28 gov.uk/hs2
High Speed Two (HS2) Limited, Two Snowhill Snow Hill Queensway Birmingham B4 6GA Freephone Community Helpline: 08081 434 434 Email: [email protected] Minicom: 08081 456 472 © All photographs: HS2 Ltd
30