Bas (not his real name) has lived in the same house for years. He knows every wall, every meter of the garden. He also knows approximately what his house is worth. Therefore, he is shocked when the WOZ valuation notice arrives. The value is significantly higher than that of comparable houses in the street. 

The Judge 

This also happened a few years ago. He went to court then, and the judge ruled in his favor. But now he has another too high assessment. As if the judge never looked at it. Moreover, mistakes were made. The surface area of the house was overestimated, the garage was counted twice, and the neighbors garden house was attributed to him. Bas calls the municipality. He wants to show the building plans and discuss the calculation. That conversation does not happen. The municipality says he must file an objection. Bas files an objection and wins. The value is lowered. 

Bullied

Bas thinks he is being bullied because he previously went to court. He files a complaint with the municipality. The municipality outsourced the tax work to an executing body. A conversation takes place between the municipality and the executing body. Then his complaint is rejected. The accompanying letter states that he complains because he is not satisfied with the result. But he already won that. Its about the bullying behavior. 

No Conversation 

Bas tries to get in touch with the alderman. The alderman is responsible for the execution. That conversation also does not happen. The municipality points to the executing organization. But Bas deals with the municipality and the municipality is responsible. Meanwhile, Bass feeling of being stuck changes little.

High Workload 

The National Ombudsman investigates the case. The errors in the valuation have now been corrected. The investigation therefore focuses on communication. The municipality explains that there was a high workload and understaffing during that period. Eventually, the municipality agrees to a conversation. The alderman is also present. The alderman offers apologies. For Bas, that is sufficient. He wants to close the case.

Being Heard 

I often see that citizens eventually get their way but get stuck in contact with the government along the way. Then the outcome is correct, but the conversation falls short. The way of dealing with people determines whether trust can arise. Winning helps, but being heard makes the difference.

 

This column appeared in De Telegraaf on January 24, 2026. The person in the photo is not the person from the text.