News

18 months ago staff faced a huge backlog of work, claims took a long time to process and customers complained about the service.

The improvements acknowledged by inspectors from the Institute of Revenues, Rating and Valuation included cutting the average time taken to process new claims from 37 days to 10 days, claims dealt with within 48 hours saw a huge rise from 3 per cent to 45 per cent but still left the majority of new claims taking longer than 2 days.

Inspectors noted that more cases are now processed at less cost and there are improvements in staff morale.