Client Care Flashcards
1
Q
What is the VOAs CHP?
A
Handled by the complaints Resolution Team
Two tier system
Tier 1: Complaints manager will look into the complaint
Tier 2: Another complaints manager will review the complaint
Aim to resolve within 20 days of receipt
Can then go to the Adjudicators Office for an independent investigation
Still not happy you can contact your MP to ask them to refer your complaint to the Parliamentary and Health Service Ombudsman.
2
Q
Who are the VOA’s clients?
A
MHCLG
HMRC
NHS
Agents
Ratepayers
3
Q
VOA’s objectives?
A
Produce trusted property valuations efficiently
Deliver an excellent customer experience
Be a great place to work
4
Q
VOA core values?
A
Professionalism
Integrity
Respect
Innovation
