Waiting on the old accountant
A new client has signed up. Before the practice can start, it writes to the previous accountant for professional clearance and handover information. A week passes. Then two. The new client is keen to start and cannot understand the delay. Someone chases by email. The old practice replies with a short letter and no handover information, and the chase starts again.
Meanwhile, in the other direction, the practice has received three clearance requests about clients who are leaving. They sit in a partner's inbox because answering them is nobody's favourite task.
A task that is always someone's lowest priority
Clearance matters, but it is never urgent for the practice that has to answer. Losing a client is not a job anyone rushes. So outgoing requests wait on other practices' goodwill, and incoming requests wait on your own partners' time.
Requests are also written from scratch or from an old letter, and the handover information that goes with them, such as tax references, last filed returns and outstanding matters, has to be gathered from several places. That gathering is what makes answering slow.
Leaving clients also need their recurring work stopped. If the leaving is not recorded promptly, jobs keep being created, direct debits keep running and staff start work that will never be billed.
What slow clearance costs
| Direction | Effect |
|---|---|
| Outgoing requests waiting | New clients start late and feel frustrated |
| Handover information incomplete | Staff rebuild history from HMRC and Companies House |
| Incoming requests ignored | A poor impression with other practices |
| No tracking | Nobody knows which requests are still open |
| Answers written from scratch | Partner time on routine letters |
It also affects the start of the new relationship. A new client who waits weeks for the practice to begin work because of a letter they do not understand forms an early impression that is hard to shift.
The clearance tracker we build
- When a new client is taken on, an outgoing clearance request is generated from your practice's template, filled with the client's details and the previous accountant's contact, and sent from the practice mailbox.
- Each request is tracked with its date sent, and polite chasers follow on your schedule. Replies are matched to the request and filed on the new client's record.
- The request lists the handover information your practice would like, and a simple upload link lets the old practice send documents directly into the new client's file.
- For incoming requests, the tracker identifies the client, marks them as leaving and gathers a draft handover pack from your records: references, last filed returns, open jobs and any fees outstanding.
- A partner reviews the draft reply and pack, decides what to include and approves it. Only then is it sent.
- A view shows every open request in both directions and how long it has been waiting, and a leaving client's recurring jobs and billing are paused when the partner confirms.
What your practice says in reply to a clearance request is always a partner's decision. The tracker prepares and follows up.
Clearance that runs on time
New clients start sooner because requests go out on day one and are chased without anyone remembering. Incoming requests get answered promptly with a complete pack, which reflects well on the practice. Leaving clients' jobs and billing stop at the right time. And nobody has to wonder which requests are still open.
It also improves relationships with other local practices. Prompt, complete replies are noticed, and those practices tend to return the courtesy when you are the one asking.
Does clearance stall at your practice?
- Outgoing clearance requests wait weeks for a reply
- Handover information from previous accountants is thin
- Incoming requests sit in a partner's inbox
- Clearance letters are written from scratch
- Leaving clients' recurring jobs are not stopped promptly