02 How We Work

A calm service is a structured service.

Most accountancy stress comes from vagueness – unclear deadlines, unanswered emails, surprise fees. We remove the vagueness.

Here is the structure your engagement runs on – the monthly rhythm, the response standards and the responsibilities on both sides – published so you can hold us to it.

i The Monthly
Close

Your month, closed to a timetable.

Each month runs to a published rhythm, counted in working days of the following month. When both sides keep to it, your books close on time, every time.

7^th

Your records in

Client-controlled records – sales invoices, receipts, approvals – are with us by the 7th working day.

10^th

Statements in

Bank, card and finance statements by the 10th working day, or within 2 working days of your provider issuing them.

14^th

Review & queries

We aim to complete our initial review and send one consolidated query list by the 14th working day. You respond within 3 working days.

20^th

Standard close

We aim to close your month by the 20th working day where the deadlines above have been met – confirmed to you in writing.

If records arrive late

Late or incomplete records simply move that month outside the guaranteed timetable – it’s completed at the next available capacity instead. And we can’t guarantee a statutory filing deadline that’s been made impossible by missed information deadlines. Different bank statement cycles are recorded at onboarding and built into your own timetable, so the plan always reflects your reality.

ii Communication
Standards

You’ll always know where things stand.

We distinguish between receiving, reviewing and resolving – so you get honest visibility rather than promises of instant answers.

Every email acknowledged: An automated acknowledgement confirms safe receipt and that your message will be reviewed within 2 working days.
Routine enquiries: We aim to review – and where reasonably possible, resolve – straightforward matters within 2 working days.
Technical & complex matters: We tell you what’s being investigated, who owns it and the estimated timescale where possible. If anything material changes, you hear about it from us first.
Urgent HMRC or statutory letters: Reviewed within 2 working days, with escalation where needed.
WhatsApp: Great for quick questions, reminders and updates. Formal approvals, documents and detailed advice go through proper channels, so there’s always a clear record protecting you.
Reporting cadence: Clarity clients receive a quarterly Financial Snapshot and check-in; Control clients a more detailed quarterly Control Report and review; Finance Support reporting is scoped individually. Quarterly reports normally follow within 5 working days of the completed quarterly close.

iii HMRC,
Handled

When HMRC gets it wrong, we don’t just accept it.

Our dedicated HMRC case lead owns your routine HMRC administration – authorisations, status checks, payment allocations and ordinary notices – as part of your service.

Routine administration – included

Gateway and agent authorisations, status checks, payment allocation queries and straightforward notices connected to your services.

ii.

HMRC-error challenges – included

Where HMRC has made an error connected to the services we provide, we challenge, evidence and pursue it through the proper administrative route.

iii.

Historic & specialist matters – separately scoped

Issues caused before we acted for you, or matters needing specialist input – investigations, tribunals, complex interpretation – are scoped honestly, with specialist referral where that protects you best.

‘An HMRC “no” is not automatically the end of the matter. Where there’s a reasonable basis to believe HMRC is wrong, we challenge it – with evidence, in writing, until it’s properly answered.’
Our challenge standard

iv The System
Behind It

THEMIS – the discipline behind the standards.

Every standard on this page is backed by THEMIS, our own practice management system, built in-house by accountants for how we actually work – and named, like everything we do, from the Greek: Themis, titaness of good order.

Every deadline tracked centrally: Every statutory date we’re responsible for is held by the system and visible to the whole team – never just in one person’s head or inbox.
Your whole file, in one place: Correspondence, queries, filing history and what was sent and when – all on your record, so whoever you speak to already has the context. You never have to repeat yourself.
Queries noted and kept on top of: If we’ve asked you something and it’s gone quiet, the system reminds us to follow up. We chase ourselves, not you.
Cover that just works: Holidays, illness, a busy week – work and context move with your file, not with the individual, so nothing stalls because someone is away.
Faster answers: Because the position on your account is already assembled, questions get answered in the conversation – not after a hunt.
Organises – never decides: THEMIS tracks, organises and prompts; she doesn’t make decisions or give advice. Every judgement about your affairs is made by a qualified human being.

v The Partnership
Principle

Partners, not passengers.

We provide the structure, the professional work and the clarity. You stay in charge of – and responsible for – your business. That balance is what keeps the service calm, timely and properly priced.

What you can expect from us

A published close timetable, one consolidated monthly query list rather than drip-fed questions, honest response standards, evidence-based fees with proper notice, and numbers explained in plain language.

ii.

What we ask of you

Complete records on time, all business accounts disclosed, queries answered within 3 working days, agreed systems used, and decisions that belong to you – made by you. Arriving in a mess is fine; staying disengaged isn’t.