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The Valuation Office Agency (VOA) has published a new guide if you’re thinking about using an agent to manage your business rates.

You can manage your business rates yourself by creating a business rates valuation account.

If you want to appoint an agent, you can use the information below to help you make a decision about who to choose. Don’t let an agent choose you.

The vast majority of business rates agents are reputable and provide a good service. But a small minority act in bad faith. Our new guide and video can help you avoid them.

Do your research

• Check reviews that other customers have posted online.
• A firm or individual may refer to themselves as a ‘surveyor’, ‘rating advisor’, ‘rating consultant or similar’. This does not mean that they are members of a professional body.
• Some rogue agents may change their name often to avoid poor reviews or complaints. Find out how long an agent has been using their current business name for free.
• Speak with other local businesses like yours, particularly when agents make unexpected visits to your property.
• Ask your local business network or trade body for advice.
• Appointing an agent who is a member of a professional body may provide extra reassurance as they will be subject to that body’s rules and regulations.

Beware of big promises

• Be cautious. If it sounds too good to be true, it probably is. Some agents may promise large savings in your business rates, but they do this by submitting inaccurate information. This could result in penalties or increased rates bills for you.
• Be wary of any agent who says they are acting on behalf of the VOA or who forwards emails they claim are from the VOA.
• Read our guidance on identifying and reporting misrepresentation by agents for more on what to look out for.

Understand your contract

• Before signing a contract, read the small print and contract terms very carefully.
• Check how long you’re signing up for.
• Make sure you know what the total cost is over the full contract period, not just the introductory fees.
• Make sure you understand all the information presented to you. If you have any doubts, do not sign the contact.
• Reputable agents should not pressure you into signing a contract.
• Be cautious of any agent who demands large sums of money up front.
• Rogue agents may charge substantial fees for providing poor quality submissions using our online Check and Challenge service, which is free to use.

Appointing an agent

• You will need to sign up for your own business rates valuation account before you appoint an agent.
• Use your business rates valuation account to appoint your agent using the code they give you.
• If the agent’s name in our service does not match the name on your contract, you should be cautious. You should tell us by contacting agentstandards@voa.gov.uk.
• Do not allow anyone, including agents, to use your business rates valuation account login details. They must have their own account.
• Read our guidance on appointing an agent for more information.

After you appoint an agent

• Keep up to date with what your agent is doing.
• Use your business rates valuation account to view correspondence between the VOA and your agent.
• Remember, your business rates are your responsibility. If your agent provides inaccurate information, you might have to pay a penalty or pay any additional rates you owe.
• If your agent changes or is suspended, it is your responsibility to update the account.
• Check your account regularly to make sure your details are up to date and that you still authorise the agent to work on your behalf. You should do this every year at least.

You can read more about the VOA’s agents standards and how to report poor agent behaviour. Our standards set out clear expectations of agents regarding their behaviour and professional practice, and the service they provide to their customers.