Flaws in Mecklenburg County's controversial 2011 revaluation are by now both well-documented and acknowledged by county leaders.

Commissioners are now looking at making significant changes to the process that led to the problems in the first place.

“The customer service component of that is a significant area for improvement,” said Karen Bentley with the Mecklenburg County Commission.

Monday afternoon, Bentley chaired a committee of county commissioners formed to consider ways to improve not only the next revaluation, but also the Board of Equalization and Review, which has been hearing thousands of challenges from frustrated homeowners questioning their tax values.

“In the past, you had to come and donate your entire day to the process. You show up at 9 a.m. and you don’t know when they're going to hear your case. That's ridiculous,” homeowner Emily Zuyus said.

County commissioners say they want to make the appeals process more customer-friendly, take a closer look at the relationship between the BER and the county assessor and even consider creating ethics rules for them.

For Commission Chair Pat Cotham, it's about regaining public confidence in the process.

“I know the citizens have lost trust and I think they feel better that there's a board that's actively doing things to try to correct that,” Cotham said.

The changes talked about Monday will have to be approved by all county commissioners. They hope to have changes in place when a new appeals board is seated in about a month.