Revaluation Update

1
Revaluation Update

2
Summary Valuations - Purpose

• Fundamental part of a Modernised Revaluation
• Make the rating system more transparent
• Increase ratepayer trust
• Encourage better communications with ratepayers
• Increase the provision of information up front

3
Summary Valuation Timetable

• Help Desk in place on 1 October 2004
• Draft List published on 1 October 2004
• Summary Valuations placed on Internet on
• 1 October 2004 and issued in hard copy from 4
  October 2004 onwards
• Press articles issued in both national and local
  papers targeted for week commencing 10 October
  2004
• Issue of Summary Valuations now complete

4
Summary Valuation Timetable

10 Sep
1 Oct
11 12 Sep
13 -15 Sep
4 Oct
29 Oct
30 Sep
4 week issue period
Data delivered to Adare Halcyon
Draft lists Summary Vals Valuation Schemes on
Internet
Last day to make changes for inclusion in the
Draft List
Generation of Draft List SV Download for Adare
Halcyon
Helpdesks up Running
Draft Lists deposited
1st R Mail collection from Halcyon
5
Help Desk

• Use of call centres considered rejected
• Front line Help Desk sited in one location in the
  Group (except in special circumstances)
• Single National Helpdesk Telephone Number 0845
  602 1507
• Second line support of Reval caseworkers in
  office locations - adopted a cold call back
  approach
• Dealt with ALL enquiries regarding Summary
  Valuations - letters , post e-mail
• Fully manned Monday to Friday between 9am 5pm

6
Summary Valuation Queries

• Received both telephone and written queries which
  are categorised into three different types
• Other covering general Reval and rating
  matters
• Factual factual matters concerning the property
  itself.
• Valuation concerning the valuation make-up of
  property or the valuation scheme.

7
Summary Valuation Queries
Process Map
8
SV Queries Response Times

• Telephone queries
• Other - dealt with immediately by Help Desk
  operators
• Factual or Valuation created cases in respect
  of 2000 Rating List and ratepayer informed of
  intended action within 5 working days.
• 2005 case raised if required following further
  investigation
• Both rating lists thus altered if necessary

9
SV Queries Response Times

• Letters or amended Summary Valuation
• Acknowledgment by letter within 5 working days
• 2000 List cases raised (2005 if required)
• 90 to be replied to within 15 working days, 100
  within 20 working days

10
Summary Valuations Help Desk

11
Summary Valuations Help Desk
12
Summary Valuations

• Main issues raised
• Incorrect addressing
• Measurement of property ratepayers asked to
  send in amended Summary Valuation
• Level of increase in rateable values between
  lists -ratepayer asked to give rental details and
  valuation reviewed

13
Summary Valuations

• How matters are dealt with
• Dealt with at work station when appropriate
• Property inspected if necessary
• Scheme basis checked if required
• If ratepayer does not accept valuation following
  review they are informed of their right to make
  an appeal from 1April 2005

14
Summary Valuations - conclusions

• Help Desk has been a great success
• Greatest problem is discrepancy in time between
  issue of Summary Valuations and finalisation of
  transitional arrangements and rate relief schemes
• In other words ratepayers do not know what their
  actual rate liability will be when making their
  SV inquiries
• Not a one off exercise SVs will be issued
  following a change to a valuation from November