Client Care level 2

Question 1

Cafe - Birmingham
Was it good client care to increase the RV of the property as they had informed you of the change?

Answer 1

Yes, I have a statutory duty to maintain a fair and accurate list under section 41 of the LGFA 1988.

I allowed the ratepayer a chance to dispute the evidence and valuation I provided. Therefore, I think I allowed sufficient time.

Question 2

Cafe - Birmingham
Did you discuss the case with the ratepayer?

Answer 2

Yes, I emailed them my initial thoughts and valuation. I then called them to explain my thought process.

This was accepted by the ratepayer and I was able to process the case.

Question 3

Cafe - Birmingham
How does this example constitute client care?

Answer 3

I had a duty to my client DLUHC to maintain a fair and accurate list and get the correct valuation.

I also provided client care to the ratepayer by communicating my valuation and giving them enough time to respond to my findings.

Question 4

Do you issue terms of engagement to clients?

Answer 4

No, I draft them before the registered valuer signs them off and issues to the client.

Question 5

Why are terms of engagement good client care?

Answer 5

• As it is clearly sets out the scope of work to be undertaken
• Fee basis is clearly outlined
• There is reference to the complaints handling procedure if there is any dissatisfaction

Question 6

Council Tax - complaint
How did you provide good client care?

Answer 6

• I responded to the complaint in a timely fashion.
• I provided the complaints handling procedure
• I also explained the VOA’s complaints handling procedure to the customer.

Question 7

Council Tax - complaint
Where can you find the VOA’s complaints handling procedure?

Answer 7

It can be found on the gov.uk website.

Question 8

Valuation - Tribunal
Do you think you were in a position to ask for a postponement of the hearing?

Answer 8

Yes. it was in the best interests of all parties to allow the taxpayer to submit their evidence as there were extenuating circumstances.

Question 9

Valuation - Tribunal
How is this good client care?

Answer 9

By informing all parties of the situation.

Allowing the taxpayer to have a fair chance at challenging their council tax band.