Self Assessment: stress-free strategies for managing last-minute clients

As the Self Assessment deadline looms closer, every accountancy practice knows the stress of chasing down clients for those all-important pieces of information. While you’ve likely already made significant headway, there’s always a group of last-minute clients holding back key details, adding pressure to an already busy period.

In fact, in our recent poll, a whopping 77% of respondents said that chasing clients for their information was the biggest challenge they faced in the lead-up to the Self Assessment deadline. But don’t worry - this guide is here to help you tackle those stragglers with ease, offering smart strategies to streamline the process and reduce your stress. It’s Self Assessment, not self-destruction, after all!

Start by segmenting your clients

It’s important to remember that not all clients are created equal - different clients need different levels of communication and support. For example, new clients may need more hand-holding, while long-term clients might just need a little nudge. One way to manage this is by segmenting your clients.

While this might sound complicated, it’s really just organising your clients into distinct groups based on their specific needs, behaviours, and the type of support they require. Investing effort in this upfront will save you time in the long run; communications will be more tailored to your clients, making it easier for them to understand what’s required. It will also ensure you’re using your resources in the most efficient way.

New vs existing

• New clients: These clients may need more guidance, especially if they’re unfamiliar with your processes or with Self Assessment requirements overall. They might benefit from additional reminders and more detailed instructions on what information is needed.
• Existing clients: Long-term clients typically know the drill, so a lighter touch, such as a reminder email or a quick phone call, could be enough to get them moving.

Level of information submitted

• No information yet: For clients who haven’t sent anything, it’s important to escalate communication as soon as possible, offering direct assistance or setting firm deadlines to ensure they meet submission requirements.
• Almost complete: Some clients may have shared 80-90% of their information but are missing a few key details. These clients should be on a fast-track list for follow-ups, as they’re likely to be easier to finish up.

Client type

• Limited company directors: Their information would involve payroll, dividends, and possibly company expenses. Prioritising these clients based on complexity will help you allocate time efficiently.
• Landlords: These clients may have multiple income streams to report (e.g. rental income, expenses), so they might need additional prompts to provide property-related data like mortgage interest or repair costs.
• Sole traders: These clients are likely to require detailed reminders for specific information like costs, receipts, and invoicing information. Be clear on what pieces are missing so they can easily share them with you.

Create a client-chasing game plan

Chasing clients is the biggest challenge facing accountancy practices in the lead-up to the Self Assessment deadline. Clear communication isn’t just important - it’s everything.

We’ve put together some handy email templates that you can use as a starting point to help you motivate your clients at various stages of the process. From a gentle nudge to a firm ‘please send this now!’, they are designed to be friendly, informative and - most importantly - actionable for your clients. And because we know you have better things to do than send emails all day, use practice management software to automate these reminders. Set them up to go out at strategic points, and let the system do the chasing for you.

Remember, no one knows your clients like you do. Whether your tone is informal, straight-shooting, or somewhere in between, tailor your emails so they feel personal and familiar. Clients are far more likely to respond to communication that feels genuine.

Don’t just email - mix it up!

There’s always that one client who goes radio silent until the last possible minute. A personalised email might be your first step, but if you’re not getting a reply, switch gears. Try giving them a quick call, sending an SMS reminder, or hopping on a video chat. Make it as easy as possible for your clients to contact you, and it becomes harder for them to procrastinate.

Messaging apps like WhatsApp are another great way to stay in touch, especially for clients who are always on the move. A quick ping might lead to a faster response than a formal email

Leverage social media

If your firm has a presence on platforms like LinkedIn or Facebook, consider using social media to post general awareness content. Remind clients about the importance of early submissions, deadlines and the benefits of staying on top of their accounts. It’s an easy way to keep deadlines on your clients’ radar without being too pushy.

Top tip: Set some internal deadlines in your practice. Be clear on when you’ll stop taking on new clients and when your absolute cut-off will be for receiving client information. This way, you’ll have enough breathing room to manage your time effectively and feel confident about meeting HMRC’s deadline. Bonus: You won’t spend the last days of January pulling your hair out.

Make it easy for your clients to get it right

If clients leave Self Assessment to the last minute, it’s not just stressful - it can also lead to errors. And let’s be real: no one wants to deal with penalties, fines, or the headache of corrections. Not to mention, it takes a toll on your team's morale when everyone is in fire-fighting mode. The sooner you get the documents and records, the sooner you can file - and the smoother everything will go.

Create a questionnaire

The key to avoiding a last-minute rush is being proactive. One way to stay ahead is by creating a questionnaire that helps you understand exactly what information and documents you need from clients. Use your client segmentation groups to tailor your questions so that no crucial details slip through the cracks.

Here are a few examples of questions you might ask:

• Have you received any additional income this year, such as rental or freelance income?
• Do you have any expenses related to work that you haven’t yet claimed?
• Have you started to receive any new benefits or made any new marriage allowance claims?

Make it clear what you need

To make sure clients get their information in on time for the Self Assessment deadline, it’s all about setting clear expectations. Be specific with what they need to send over, and break it down in a way that’s easy to follow - no accounting jargon!

Dates can be confusing too, for instance when it comes to understanding the differences between the financial year, the accounting year and the tax year, so take the time to explain these simply. As the deadline gets closer, ramp up the urgency for supplying any missing information with firm reminders. A few well-timed nudges can help keep things on track and avoid a last-minute scramble for both you and your clients.

Streamline document requests with software

Don’t just ask for documents - teach your clients how to submit them correctly. By giving feedback on how they’re providing their records, you’ll save time (and stress) next year. For example, explain why sending only three bank statements and a jumbled pile of receipts isn’t ideal. Instead, encourage them to use tools that keep their records tidy and easy to review. Small adjustments now will make a big difference in the future.

Review your pricing strategy

Even with all the chasing in the world, sometimes clients need a little extra motivation to get their documents in on time - and your pricing strategy can be a powerful tool.

Know your market

When it comes to pricing, it’s important to have confidence that you’re in the right ballpark. Take a look at your competitors and consider what they’re offering. Are they charging more for last-minute submissions? Are they incentivising early birds? Based on the proposals you send out throughout the year, you’ll get a feel for where your pricing should sit.

Premium pricing for late submissions

If your clients tend to leave things to the last minute, consider introducing a premium for late submissions. Anyone sending in documents after a certain date could be charged a higher rate. It’s a win-win: clients have an extra reason to submit early, and if they don’t, you’ll be compensated for the extra workload.

Early bird pricing

Prefer a more positive approach? Reward clients who get their information in early. Offer a discount for those who submit by your internal deadline. Not only does this help spread out your workload, but it also gives clients an incentive to be proactive.

Price for quality, not quantity

It’s tempting to lower your fees to attract more clients, but this can backfire. If you’re overloaded with clients who are paying low fees, you’ll struggle to offer the quality service your practice is known for. Instead, price your services based on the value you provide. Full-service packages that include bookkeeping, checking records and detailed consultations should be priced accordingly - this is more than just compliance.

Transparency is key

Be upfront with clients about how much goes into managing their books. Show them the value of your service beyond just ticking off the HMRC compliance box. When you break down the work you do - whether it’s regular check-ins or tax-saving advice - it helps clients understand why they’re paying what they’re paying.

Make the most of FreeAgent

Don’t forget, FreeAgent is designed to make Self Assessment a breeze. The platform enables seamless collaboration through real-time access to client accounts, allowing accountants and bookkeepers to quickly review and manage income, expenses, and other financial data. In fact, in our latest Accountant Monitor survey, 65.4% of respondents said FreeAgent has reduced the time they need to spend chasing clients for their information.

Smart Capture

FreeAgent's Smart Capture feature streamlines the process of working with clients on Self Assessment by allowing them to easily capture and upload receipts using their mobile devices. This feature ensures that accountants and bookkeepers have instant access to important expense records, reducing the need for back-and-forth communication or chasing clients for missing documents.

By automatically extracting and categorising key details from the receipts, Smart Capture minimises manual data entry, ensuring that all relevant information is recorded as accurately as possible and ready for tax submission. This helps accountants and bookkeepers stay efficient and maintain up-to-date records, further simplifying the Self Assessment process.

File directly to HMRC

FreeAgent can file Self Assessment tax returns directly with HMRC. Accountants and bookkeepers can use the platform to complete and submit many of their clients' Self Assessment forms electronically without needing to switch between systems. FreeAgent is fully integrated with HMRC, meaning that once the financial data is reviewed and confirmed, the tax return can be filed directly from the platform. This simplifies the submission process and provides instant confirmation from HMRC, helping professionals ensure compliance while saving time.

Lean on us for support

FreeAgent offers unrivalled support for its Partners as well as their clients. Each practice has a dedicated Account Manager who is always just a phone call or email away. Their focus is on helping practices thrive, whether that’s keeping you updated on what’s going on in the industry or helping identify opportunities to make Self Assessment season more seamless.

Not only that, they can lighten the load by working alongside you to run optional FreeAgent training sessions. This takes a task off accountants' and bookkeepers’ plates during a busy period but also establishes good digital record-keeping habits which pay dividends in the long run.