Client Care Flashcards
What are the VOA’s business objectives?
Statutory duty to compile and maintain a fair and accurate list first and foremost. 3 main strategic objectives are;
- produce reliable property valuations
- provide a clear and consistent experience for our customers, clients and stakeholders
- design and deliver a professional, efficient and engaged organisation
What are terms of engagement, what red book guidance is there?
Covered by VPS 1 of the Red Book. Terms of engagement set out the client instructions, what work will be carried out for a specific project on what basis and for what fee.
What is outlined in VPS 1 for Minimum Terms of Engagement?
(a) Identification and status of the valuer (incl. disclosure requirements)
(b) Identification of the client
(c) Identification of any other intended users
(d) Identification of the property or interest to be valued
(e) Valuation (financial) currency
(f) Purpose of the valuation
(g) Basis of value
(h) Valuation date
(i) Extent of investigation
(j) Nature and source of the information to be relied upon
Assumptions and special assumptions
(l) Description of report format
(m) Restrictions on use, distribution or publication
(n) Confirmation that valuation is undertaken in accordance with IVS
(o) Basis on which the fee will be calculated
(p) Reference to complaints handling procedure
(q) Statement that compliance with these standards may be subject to
monitoring under RICS’ conduct and disciplinary regulations.
(r ) Statement setting out any limitations on liability agreed
What is the VOA’s complaints handling procedure?
Complaint initially dealt with by caseworker to see if can be resolved in 14 days. If not then complaint is dealt with at Tier 2 and handed to an Investigation Manager from the Complaint Team to resolve.
What is hardship?
When a ratepayer/proposer is suffering from financial difficulties, these cases are prioritised by the VO due to their sensitive nature.
