Client Care

Question 1

Who are the VO’s clients?

Answer 1

HMRC
NHS,
MHCLG
Local Authorities
DWP
Various other government departments such as DFE, DFT
National Highways
Ratepayers
NHS Property Services

Question 2

What are the VOA’s objectives?

Answer 2

Produce trusted property valuations effectively efficiently.

Deliver an excellent customer experience.

Be a great place to work

Question 3

How do you manage your clients?

Answer 3

Client checks

Initial discussions

Check public liability in place.

Issue terms of engagement.

Acknowledge communication as soon as possible i.e. respond to instruction.

Take ownership - i.e. allocate the work appropriately.

Listening carefully to the client and seek feedback.

Read correspondence carefully.

Seek clarification where uncertain.

Record information promptly and accurately.

Be careful to whom you disclose client information

Question 4

What is the VOA’s complaints handling procedure?

Answer 4

Handled by the complaints Resolution Team
Two tier system.

Tier 1: Complaints manager will look into the complaint.

Tier 2: Another complaints manager will review the complaint.

Aim to resolve within 20 days of receipt. Can then go to the Adjudicators Office for an independent investigation.

Still not happy you can contact your MP to ask them to refer your complaint to the Parliamentary and Health Service Ombudsman.

Question 5

What is normally included in the Terms of Engagement?

Answer 5

a. identification and status of the valuer and previous involvement
b. Identification of the client
c. identification of any other intended users
d. identification of the asset or liability being valued
e. currency
f. The purpose of the valuation
g. basis of value adopted
h. valuation date
i. nature and extent of valuers work- investigations and limitations
j. nature and source of information relied on
k. all assumptions and special assumptions to be made
l. format of the report
m. restrictions on use and publication of the report
n. confirmation valuation will be undertaken in accordance with IVS
o. fee basis
p. regulated firms- CHP copy available on request

Question 6

What are the VO’s core values?

Answer 6

Professionalism
Integrity
Respect
Innovation

(objective , impartial, honest)

Question 7

Give an example of a potential conflict of interest in your job?

Answer 7

If you are familiar with the client or if you have an interest in the property

Question 8

Which RICS Rule of Conduct applies to client care?

Answer 8

Rule 3 - It confirms that members and regulated firms must provide good quality and diligent services.