Client Care level 1

Question 1

What do you consider good client care?

Answer 1

• Acting in accordance with the rules of conduct.
• Issuing fair terms of engagement to clients.
• Keeping all parties to your work up to date with progress.
• Being open and transparent with clients.

Question 2

Who are VOA’s clients under CRCA 2005?

Answer 2

DLUHC - Department for Levelling Up Housing Committee.
Ratepayers/agents.

Question 3

Who are VOA’s clients when you are working for DVS?

Answer 3

• HMRC
• National Highways
• HS2
• NHS England
• Local billing authorities

Question 4

What is the VOA’s complaints handling procedure?

Answer 4

VOA have a two stage CHP.

Tier 1: The complaint is dealt with in house by the business stream.
Complaint to be acknowledged within 7 working days and investigated in 28 days.

Tier 2: Dealt with by a specialist complaints handling team.
Confirm receipt within 3 working days. Provide a response within 20 working days.

If still unhappy complainant can go to property/government ombudsman or RICS.

Question 5

Why is the complaints handling procedure included in the ToE?

Answer 5

This is a requirement for a regulated RICS firm.