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<p>The average time for the Valuation Office Agency (VOA) to answer telephone calls
from the public in the last 12 months is 3 minutes 58 seconds.</p><p> </p><p>The longest
time taken to answer a call in the last 12 months was 1 hour 4 minutes on 11<sup>th</sup>
April. Delays of this length are very uncommon. April 2017 was a particularly busy
period due to business rates revaluation and introduction of the new business rates
appeal system in England. In the last 12 months, February 2017 was the month with
the highest average call wait time, of 5 minutes 53 seconds.</p><p> </p>
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