Question to the HM Treasury:

To ask Mr Chancellor of the Exchequer, what systems are used to monitor the number of (a) inbound telephone calls and (b) e-mails in each Valuation Office Agency office; and how the data on (i) inbound telephone calls and (ii) e-mails are collated.

Individual Valuation Office Agency (VOA) offices do not have dedicated telephone numbers or email addresses.

Customer phone calls may be made to the VOA general enquiries phone number. Information on the number of incoming calls is monitored and collated using the VOA’s Customer Service Centre telephony system.

Customers may email the Regional Unit’s dedicated email addresses. Those emails are registered on the VOA’s Customer Contact Log system and are dealt with by the appropriate team for the enquiry, and depending on capacity and the type of enquiry.

A smaller number of customers may also call and email individuals or specific business areas directly. The work that results from these is recorded in our work management systems and goes on to be dealt with by the appropriate team, and where capacity exists.