Skip to main content

Valuation Office Agency: Key Performance Indicators

Volume 711: debated on Wednesday 10 June 2009


My right honourable friend the Financial Secretary to the Treasury (Stephen Timms) has made the following Written Ministerial Statement.

I have today set the following key performance indicators for the Valuation Office Agency for 2009-10:

Customer Satisfaction

to achieve overall customer satisfaction within the top 15 per cent of public sector comparators.


to enable prompt issue of correct bills by local authorities through clearing all reports for council tax and business rates within an average of 10 working days;

to determine 95 per cent of housing benefit claims without an inspection in three working days;

to enable prompt issue of tax assessments by clearing all HMRC initial appraisal cases for inheritance tax within an average of six days and for capital gains tax within an average of nine days;

to contain reductions in the 2005 rating lists to a maximum of 4.2 per cent of the total compiled list rateable value, over the entire life of the lists;

to ensure that 96 per cent of new council tax bandings are right first time;

to review for local housing allowance purposes 25 per cent of broad rental market areas; and

to achieve income from non-statutory services of at least £17.5 million.

Value for Money

to improve overall value for money on local taxation work by 3 per cent a year; and

to improve value for money on inheritance tax work for HMRC by 5 per cent.


all staff to have the core skills and competencies for their role within six months of taking up post.