Guidance

Get help from the VOA if you need extra support

Updated 11 August 2022

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The Valuation Office Agency (VOA) can help you if you need extra support because of your condition or circumstances. You might need extra support if:

  • you have sensory disabilities, such as a visual or hearing impairment
  • you have a mental health condition, such as depression, stress, or anxiety
  • you have dyslexia, autism, or other cognitive difficulties
  • you are experiencing financial hardship
  • you require information in a different language

There are different ways the VOA may be able to help you, including if:

  • you cannot use a telephone or a computer
  • you need information in a different format
  • you need help filling in forms or need more time because of your circumstances
  • you need information in a different language
  • you need someone to talk to the VOA for you

1. If you cannot use a telephone or a computer and need a different way to contact the VOA

1.1 Difficulty using a telephone:

There are other ways to contact the VOA if you have difficulty using the phone. You might need to use another form of contact if:

  • you are deaf, hearing impaired or hard of hearing
  • you have a speech impairment
  • you use British Sign Language (BSL)
  • you have difficulty using the telephone

You can contact the VOA using the following services:

Relay UK

Relay UK is a service provided by BT to help people with hearing and speech difficulties communicate over the phone.

To contact the VOA using Relay UK, dial 18001 03000 501501.

Contact Form

You can contact the VOA using our online contact form.

1.2 Difficulty using a computer:

If you have difficulty using our online services, you contact the VOA by phone. Let us know you cannot use the digital service because you require additional support. You will be helped to access the service in a different way.

Telephone

03000 501501 (England)

03000 505505 (Wales / Cymru)

Our telephone service is available between 9.00am and 4.30pm, Monday to Friday.

You can also appoint someone to deal with the VOA on your behalf. This can be a friend, family member or adviser from a voluntary organisation.

2. If you need information in a different format

VOA information is available in different formats, such as:

  • Braille
  • Large print
  • E-mail
  • Other format

Where you need information in a different format, contact the VOA and let us know what you need.

3. If you need help filling in forms or need more time because of your circumstances

3.1 Help filling in forms:

The VOA can help you with filling in forms. You might need help if:

  • you have sensory disabilities, such as a visual or hearing impairment
  • you have a mental health condition, such as depression, stress or anxiety
  • you have dyslexia, autism, or other cognitive difficulties
  • you are experiencing financial hardship

To get help filling in forms, contact the VOA and let us know what you need.

3.2 Needing more time because of your circumstances:

The VOA can spend more time with you on the phone, or in certain circumstances, provide an extension to a deadline.

You can ask for more time if, for example:

  • you have sensory disabilities, such as a visual or hearing impairment
  • you have a mental health condition, such as depression, stress or anxiety
  • you have dyslexia, autism, or other cognitive difficulties
  • you are experiencing financial hardship
  • you have another condition which means you need more time

To ask for more time because of your circumstances, contact the VOA and let us know what you need. You may need to prove why you need more time, and this may not always be possible.

4. If you need an interpreter

You can use a friend or family member as an interpreter when you phone the VOA. They must be over 16 and will need to be in the same room as you when you call us.

The VOA can also organise an interpreter for you. Contact the VOA and let us know you need an interpreter.

5. If you need someone to talk to the VOA for you

You can also appoint someone to deal with the VOA on your behalf. This can be a friend, family member or adviser from a voluntary organisation.

To appoint someone to deal with the VOA on your behalf, please visit the Trusted Helper page for business rates, and the Authority to Act page for Council Tax.

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