Service Standards & Staff Requirements

Customer Service Expectations

When dealing with our office you can expect the following treatment:

  • To be served by a staff member in the appropriate department that can best answer your question or provide assistance.
  • To receive prompt, professional and courteous service by all our staff.
  • will make every effort to assist you in resolving any issues related to a tax question in a fair and consistent manner based on the Code of Virginia.
  • All personal information will be handled in a confidential and professional manner.
  • To be treated as a customer.

Staff Requirements

  • Will be knowledgeable of state and local code pertaining to their particular department and how this affects the customer.
  • Will explain the procedures of the Real Estate and Personal Property Departments and how the assessment process works for the customer.
  • Staff will promptly provide information to the customer, upon request, assuming the request does not violate confidentiality laws of the commonwealth.
  • Will attempt to respond to telephone and email inquiries the same business day unless the information is not available. If research is required, then the staff member will inform the customer, of that fact and a time frame estimate on when you can expect the information.