Staying safe from scammers
This guide from the Valuation Office Agency (VOA) will help you identify fraudulent calls, emails and texts. You can also find out how to report any suspicious activity.
Check what to look for first
Use the following checklist to decide if the contact you’ve received is a scam. You can use it for phone calls, emails and text messages.
It could be a scam if it:
- pressures you into making a decision
- has a short deadline, especially one you were not aware of
- is threatening
- is unexpected
- asks for personal information like bank details
- tells you to transfer money
- says you have to pay to apply for or get a relief
- says you have unclaimed credits
- offers a discount, refund, rebate or grant
If the VOA contacts you about your property, we will always:
- mention a specific property by the address
- give you a reference number
- verify your identity
The VOA will never:
- contact you without mentioning an address
- contact you without confirming your name or connection to the property
- ask you for money without a clear explanation
- tell you what you owe for business rates or Council Tax – these bills are worked out by your local council
Use our contact form for any enquiries about your Council Tax band or business rates valuation.
For queries about your Council Tax or business rates bills, contact your local council.
If you are unsure about any material you have received, contact the VOA. You can also report suspicious phone calls, emails or texts to the VOA.
Using an agent
If you want an agent to manage your business rates, use our checklist to choose one. Don’t let an agent choose you.
Remember that the VOA would never:
- recommend or endorse an agent
- ask an agent to act as part of, or on behalf of, the VOA
Scam emails
If you receive a suspicious email, you should report it to us immediately at ccaservice@voa.gov.uk.
- Delete the email from your mailbox, including your deleted items
- Do not disclose any personal information
- Do not open any attachments
- Do not click any links or try to view or download any attachments in the email
- Do not enter any data or reply to the email
If you’re not expecting to receive an email to reset your password it may be a scam. Forward it to ccaservice@voa.gov.uk and then delete it.
Always check that the URL (the website address) you’re about to visit is a genuine Valuation Office Agency or GOV.UK address.
If the link doesn’t contain ‘.gov.uk’ within the address – it is not a VOA page and could be a scam.
Phone calls
The Valuation Office Agency will never:
- leave a voicemail threatening legal action
- threaten arrest
- contact you for immediate payment of any penalties or bills
If in doubt, hang up and call us back using the official VOA contact number.
Text messages
The VOA does send text messages to some of our customers. In the text message we might include a link to GOV.UK information.
The VOA will never ask for personal or financial information when we send text messages.
Do not to open any links or reply to a text message claiming to be from the VOA that offers you a refund in exchange for personal or financial details.
Reporting suspicious activity
Forward suspicious emails claiming to be from the VOA to ccaservice@voa.gov.uk.
Report any suspicious calls to Action Fraud on 0300 123 2040 or use their online fraud reporting tool.
Updates to this page
Last updated 18 June 2024 + show all updates
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Welsh translation added.
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First published.