Working together to support our shared customers - English
This page sets out how we can work together to deliver an effective, efficient and consistent service.
Documents
Details
Local Authorities and the Valuation Office Agency (VOA) together play an essential role in the administration of Business Rates, Council Tax and Housing Benefits. This document sets out how we can work together to deliver an effective, efficient and consistent service.
Working together
We will work with each other to make the best use of our resources, consulting with each other to ensure we have a clear understanding of our respective roles.
We will share updates with one another regularly about any changes to our processes where it affects the other or our shared customers.
Our respective responsibilities for the delivery of services and functions are set out at the end of this document.
Customer first
We will work together to provide the best possible service to our shared customers. We will seek out opportunities to improve the customer experience whilst ensuring we deliver value for money for the taxpayer, by providing a quality, efficient and sustainable service.
Responsiveness
The VOA provides a single contact route for general BA enquiries, in addition to alternative routes for more specific enquiries such as Local Authority Gateway and BAR submissions, where applicable, we endeavour to deal with these in line with our agreed timeliness targets.
Getting things right
We will ensure that the information we share with each other is accurate and complete, and we will explain our decisions and actions clearly. If mistakes occur, we will correct them as soon as possible.
Data and security
We will work together to improve the range and quality of data that we are able to provide and the way in which we share it. We will share data safely and securely in compliance with the law, protecting our shared customers.
Accountability
We will seek out areas for improvement, particularly those which will benefit our shared customers.
We will also seek improvements to the ways in which we work together, making the most of opportunities such as our stakeholder forums or working groups. If you would like to know more about these or want more information about how to get involved then please email stakeholderengagement@voa.gov.uk.
We will identify and raise any issues as soon as possible, and we will try to resolve them as fairly and as quickly as we can. There can be no financial redress considered between public bodies.
Welsh Language
The VOA has a duty under the Welsh Language Act 1993 and the Welsh Language Measure 2011 to provide all customer services in Welsh, and to treat English and Welsh on a basis of equality. The VOA is committed to treating Local Authorities in the same manner in which it treats individuals, and as such we will work with Local Authorities in Wales in English, Welsh or bilingually where appropriate. More details on our commitment to delivering in Welsh can be found in the VOA’s Welsh Language Scheme.
VOA Contacts and Information
All general enquiries should be sent to: baenquiries@voa.gov.uk
Local Authority Engagement Team
The VOA’s Local Authority Engagement Team is the key corporate and strategic contact point for Local Authorities and will continue to focus on ways we can develop and improve our strategic and operational relationships. The Local Authority Relationship Managers can provide help and advice on Council Tax and Business Rates matters. They can be contacted via LAengagement@voa.gov.uk
Local Authority Information Gateway
The Local Authority Information Gateway is provided under the 2016 Enterprise Act to allow the VOA to share NDR information with Billing Authorities who have signed up to our Information Sharing Agreements. This includes building plans, occupier details, and locations of properties. Other requests will also be considered, where they align with a qualifying purpose. Further information can be found on GOV.UK, or from the Local Authority Engagement Team.
Welsh Service
We have a service for Local Authorities or individuals to contact should they require services in Welsh or translations of documents currently available only in English. This can be reached at welsh_languageiaithgymraeg@voa.gov.uk
Rent Officer Functions
For all queries regarding Rent Officer Functions, including Fair Rents and Housing Allowance, the ROF team can be contacted via helpdesk@voa.gov.uk
Further links
The VOA’s Billing Authority submissions standards provide further details on report submission and submission contacts. Further information for local authorities can be found at the guidance on GOV.UK. VOA’s operational service standards can be found within its published Annual Business Plan.
VOA and LA Functions
Non-Domestic Rating and Council Tax
The VOA compile and maintain statutory lists of the rateable values for non-domestic properties and statutory lists of Council Tax bands for domestic properties.
Billing Authorities are responsible for billing and collection, as well as notifying the VOA of changes to the lists. This includes submitting Billing Authority Reports (BARs) and Occupier Lists.
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Action |
Business Area |
The VOA will: |
Local Authorities will: |
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Billing Authority Report (BAR) Submission |
NDR & CT |
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Changes to the lists |
NDR & CT |
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Occupier Lists |
NDR |
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Certificates |
NDR |
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Estimates |
NDR |
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Rent Officer Functions
Together we support the Department for Work and Pensions (DWP) in Housing Benefit (HB) and Local Housing Allowances (LHA) for England, the VOA produces LHA rates in over 150 Broad Rental Market Areas (BRMAs).
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The VOA will: |
Local Authorities will: |
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