An investigation into HS2 Ltd’s failure to communicate with a family about acquiring their home
The Ombudsman's investigation found HS2 Ltd failed to properly communicate with a complainant over the sale of their family home to make way for the trainline.
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This report shares the results of the Parliamentary and Health Service Ombudsman’s investigation into a complaint about HS2 Ltd. The investigation found that HS2 Ltd failed to properly engage and communicate with a complainant over the sale of their family home to make way for the trainline.
HS2 was dishonest, misleading and inconsistent, and failed to follow its own processes when negotiating compensation claims with the complainant for their family home.
This meant there was a breakdown of trust and it undermined the complainant’s faith that they would be treated fairly. HS2 caused the complainant severe stress and worry over the sale of his family home, which affected their health and family life for years.
This case follows our 2015 report which also found that HS2 did not engage and consult properly with a community near Lichfield over their proposals for the route.