Valuation Office Agency - Wales Council Tax Revaluation Circular No. 29/02

Ref: 296

COUNCIL TAX (WALES) REVALUATION 2005 - DEALING WITH ENQUIRIES

1. Introduction

Attached to this Circular is a template for laser labels which will be used to process those enquiries not resolved at source. Locations should ensure that they have an adequate supply of laser labels (2 labels to a sheet).

2. Written Enquiries

A label must be attached to the back of all letters, faxes and emails on receipt.

3. Telephone Enquiries

Where the Helpdesk is unable to resolve an enquiry, a questionnaire must be completed and passed to Band 5 or Band 4 to deal with. A label must be attached to the back of the questionnaire.

4. Clearing Enquiries

When an enquiry has been resolved Band 5 or Band 4 must complete the boxes on the label and pass to Band 7 for processing. Where appropriate Band 7 must amend proposed 2005 Band on the CDB.

A binder for written enquiries and telephone enquiries must be created for each Billing Authority and the enquiry filed away in query number order in the relevant binder.

These binders must be kept for 2 years for audit purposes.

Further information on dealing with enquiries can be found on the process maps (these will shortly be placed on the Intranet).

Any queries on this Circular should be made via email to

17 August 2004