Get extra support from the VOA
Find out how to get help from the Valuation Office Agency (VOA) if you need extra support due to a health condition, disability or personal circumstances.
If you cannot set up or sign in to an account
The Valuation Office Agency (VOA) can help you with online services if you:
- do not have an email address
- find it difficult to use online services due to a disability or other circumstance
- have a Government Gateway user ID (this could be up to 12 characters) and cannot set up or sign in to an account
Contact the VOA by phone to ask for help with online services, or email ccaservice@voa.gov.uk.
Telephone (England): 03000 501 501
Telephone (Wales): 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm
If you sign in to your account using One Login
If you access VOA online services with GOV.UK One Login (your username is your email address), you should contact GOV.UK One Login.
If you do not have the right documents to set up a business rates valuation account
If you cannot set up an account because you do not have the required identity documents, someone else in your organisation can:
-
set up an account for your organisation
-
add you as an administrator so you can manage the account
If you are not part of an organisation or no one in your organisation can set up an account, you can appoint a trusted helper to set up an account for you. A trusted helper could be a friend, family member or voluntary organisation. They can set up an account and add you as an administrator so you can manage the account.
If you need someone to talk to the VOA for you
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. Tell the VOA you need an interpreter using the online contact form or by phone.
Telephone (England): 03000 501 501
Telephone (Wales): 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm
If you want someone to manage your business rates for you
You can appoint an agent to manage your business rates for you. Your business rates agent could be a rating agent, friend or relative. You will need your own business rates valuation account to appoint an agent.
If you want someone to challenge your Council Tax band for you
Fill in an authority to act form if you want someone to challenge your Council Tax band on your behalf.
The person submitting the challenge must also fill in a Council Tax challenge form and send both forms to the VOA together. If you do not send both forms together, your challenge may be marked as invalid.
If you need help filling in forms
The VOA can help you if a health condition, disability or other circumstance makes it difficult for you to fill in forms.
Ask for help filling in forms by using the online contact form or by phone.
Telephone (England): 03000 501 501
Telephone (Wales): 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm
If you need information in a different format
You can ask for information in a different format, including:
- braille
- large print
- print on coloured paper
Contact the VOA by phone to ask for information in a different format, or email ccaservice@voa.gov.uk.
Telephone (England): 03000 501 501
Telephone (Wales): 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm
If you cannot use a telephone
If you have difficulty using a telephone, you can use the VOA online contact form.
Relay UK
Relay UK is a service provided by BT that allows users to make phone calls using text messages. You can use Relay UK if you are:
- deaf, hard of hearing or have a hearing impairment
- have a speech impairment
You can use Relay UK by downloading their app or using a textphone to call:
Telephone (England): 18001 03000 501 501
Telephone (Wales): 18001 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm
British Sign Language
If you use British Sign Language (BSL), fill in the BSL interpreter request form and send it to the VOA. We will arrange a call between you, the VOA and a BSL interpreter from The Big Word. We will respond to you within 5 working days of receiving your form.
You can download the form and fill it in on-screen or print the form and fill it in.
Send the form in an email to bslrequests@voa.gov.uk. This inbox is only for BSL interpreter requests. We will delete any emails sent to this email address that are not about BSL upon receipt. If you want to contact the VOA about something else, use our online contact form.
You can also send the form by post to:
Valuation Officer
Wycliffe House
Green Lane
Durham
DH1 3UW
If you need more time
The VOA may be able to give you an extension to a deadline if you need more time because of your circumstances. You can ask for more time if you:
- have a visual or hearing impairment
- have a mental health condition, such as depression, stress or anxiety
- are neurodivergent
- have cognitive difficulties
- are experiencing financial hardship
- another condition or circumstance means you need more time
Ask the VOA for more time by using the online contact form or by phone. You may need to prove why you need more time. It might not be possible for the VOA to give you more time.
Telephone (England): 03000 501 501
Telephone (Wales): 03000 505 505
Monday to Tuesday, 9am to 4:30pm
Wednesday, 10am to 4:30pm
Thursday to Friday, 9am to 4:30pm