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The Crossrail Complaints Commissioner

There is a requirement in the Crossrail Act for an independent person to:

Following the successful precedents of the Channel Tunnel and the Channel Tunnel Rail Link, in 2009 the Secretary of State for Transport appointed a Complaints Commissioner whose remit extended to the Crossrail works.

Stephen Jolly was appointed as the new Crossrail Complaints Commissioner on 19 March 2012.  He has extensive experience of dispute handling and an understanding of major construction projects gained over the past 25 years, together with an awareness of the construction legislation with regard to the effects on third parties. 

His most recent positions include that of Transport Stakeholder Relations Manager with the Olympic Delivery Authority since 2006.  He was previously Head of Integrated Transport Projects with Cambridgeshire County Council and he has undertaken various communications and project roles with London Underground during the 1990s including the Jubilee Line Extension project.  Stephen is also a reservist with the Royal Air Force.  He brings to his present job enthusiasm and commitment to public service.  The objective of his office is, “to seek fair and independent resolution of complaints.”

Building Crossrail

Crossrail will run 118km from Maidenhead and Heathrow in the west, to Shenfield and Abbey Wood in the east.  It will include two new twin-bore tunnels running for 21km under central London.  When completed, it will be the biggest addition to the transport network in London and the South East for 50 years. Advance works began in 2008, main works on stations started in 2010 and the first tunnelling began in spring 2012.  Crossrail services are due to commence through central London in 2018 and the full service is planned to be introduced over the following 12 months.

The two companies managing the work on behalf of Transport for London are Crossrail Limited and London Underground Limited.  Both have made clear their commitment to take all reasonably practicable measures for limiting disturbance to members of the public in exercising the powers under the Crossrail Act.  There is a rigorous Construction Code, agreed with the local authorities, which sets standards and controls on issues such as noise and hours of work.

At the peak of activities in 2011-2015, Crossrail will be Europe’s largest construction project.  Recognising the impact this may have on some local communities, procedures have been established to respond quickly to construction-related complaints.  Associated with this is a Small Claims Scheme for resolving claims involving minor damage to property and other losses.

How the Commissioner and his office can help you

If you wish to complain about an aspect of Crossrail construction work but do not know how to go about it, the Commissioner’s office can put you in touch with the right person.  Some key telephone numbers and addresses are shown below.  The Crossrail project team also display their Helpdesk details prominently on site hoardings and in publicity material.
If you are still dissatisfied with the response to a complaint, the Commissioner may be able to mediate on your behalf.

What the Commissioner cannot do

The Commissioner cannot become involved in the detail of a complaint unless you have already taken the matter up with the Crossrail Helpdesk.  The Helpdesk will try, in the first instance, to resolve the complaint through Crossrail Limited, London Underground Limited, or the works partners and contractors working on their behalf (including Network Rail on their Crossrail works).  If then you receive what you consider is an unsatisfactory response you may ask the Commissioner to investigate the matter further.
The Commissioner cannot consider issues of:-

Making a Complaint – Key Contacts

If you have a complaint about the Crossrail construction work
Call the Crossrail Helpdesk on 0345 602 3813 (24 hour helpline) or write to:

Crossrail Helpdesk
25 Canada Square
Canary Wharf
London E14 5LQ

If you have a question about any other aspect of Crossrail, the Helpdesk may be able to provide an answer, or you may be able to find the information on Crossrail’s website:

If you want to contact the Crossrail Complaints Commissioner
Call: 0333 700 7300, or write to:
Stephen Jolly
Crossrail Complaints Commissioner
Third Floor
83 Victoria Street
London SW1H 0HW
Fax:  0333 700 7301