Have you ever felt like your accountant hibernates in December, just when you have pressing questions about your finances? If so, you’re not alone. Many small business owners and contractors (from Maidstone to Margate) share a common frustration: their accountant goes quiet when they need them most. With the end of the year in sight, this is exactly when proactive communication is critical. In this section, we’ll explore why an accountant’s availability and communication in December can make or break your financial peace of mind, and what to do if you’re not getting the service you deserve.
The December silence: A common frustration
“I can’t get hold of my accountant.” Unfortunately, this complaint is more common than you might think. One industry survey even noted that “one of the most common complaints we hear from new clients is that their previous accountant was unresponsive” . Picture this: you’re closing out your year, maybe looking to buy a new van or need advice on a big invoice that’s still unpaid…but your emails and calls to your accountant go unanswered. The silence is not just frustrating; it can be costly.
Why does it seem to happen in December? A few reasons:
- Accountant “Busy Season” – Many accountants are already gearing up for the January 31st tax deadline (self-assessment crunch time). In December, they might be knee-deep in tax returns for other clients or themselves taking time off, leading to slower responses.
- Assumption of a Slowdown – Some accountants assume clients also slow down in late December and avoid “bothering” them. But for you, the business owner, this period raises important questions (year-end tax planning, Christmas payroll, VAT for the quarter, etc.).
- Lack of Proactive Service – The root issue might be deeper: a service approach that’s reactive rather than proactive. If you typically only hear from your accountant when you initiate contact, or worse, only after a deadline has been missed or a problem has occurred…that’s a red flag. Business owners tell us they’re “fed up of only speaking with their accountant after a problem occurs or long after their financial period has ended”, by which point opportunities to save tax or improve have been missed .
If any of this sounds familiar, it’s a sign that communication gaps are affecting your business. Missed calls in December can mean missed opportunities, whether it’s failing to implement a tax-saving move before year-end, or simply going into the new year with uncertainty because you couldn’t get answers in time.
Why good communication matters (Especially now)
Let’s flip the script and talk about what excellent communication with your accountant looks like, and why it’s so crucial in the final month of the year:
- Timely Answers Enable Better Decisions: When you have a question about, say, how to handle a large expense or whether to take dividends before year-end, you usually need an answer promptly. A responsive accountant who returns your call or email within a day or two can help you act while it counts. As one accounting advisor put it, you shouldn’t be left “hanging when you have a question or concern about your finances” . If you are, you might delay a decision or make a wrong one. In fast-moving businesses (construction projects, last-minute client orders, etc.), days can matter.
- Proactive Contact Prevents Year-End Surprises: Imagine your accountant reaches out in early December to remind you of upcoming deadlines, or to schedule a short review of your accounts before the holidays. That kind of proactive touch can surface issues you didn’t know about. For example, they might notice you’re close to a VAT threshold or that your Corporation Tax bill is projected to be higher this year, giving you a chance to prepare or take action. When accountants communicate regularly, nothing falls through the cracks unnoticed until it’s too late. In contrast, if they go radio silent, you might discover a problem in January that could have been fixed in December. Communication is essentially an early warning system.
- Trust and Peace of Mind: At the end of the day, you hired an accountant to be a trusted advisor. It’s hard to trust someone who isn’t there when you need them. Good communication builds confidence. Knowing you can pick up the phone and get your accountant (or at least a prompt callback) means you can head into the holidays with one less worry. December often brings a mix of joy and stress for business owners – wrapping up projects, dealing with Christmas payroll or bonuses, planning for the new year. Having an accountant who’s present and attentive during this time offers huge peace of mind. It shows they care about your business beyond just filing forms.
- Addressing the “Accountant Gone AWOL” Syndrome: Sadly, many business owners in Kent have experienced what one of our clients described as “inconsistent financial reporting and a lack of proactive support from our previous accountant, which impacted our ability to make informed business decisions.” If your accountant’s lack of communication has left you in the dark, recognize the impact: you might be making decisions half-blind. Year-end is when you should be reviewing performance and setting plans for next year, an input from your accountant (like how much cash you really made, or whether your margins on jobs are improving) is invaluable. Without communication, you miss that insight.
What good communication looks like (and how to get it)
Now that we’ve established why it matters, let’s paint a picture of an accountant who does it right, especially in December. These are qualities and practices you should expect, and if you’re not getting them, it might be time to demand better or consider a switch.
- Regular Check-Ins: A quality accounting service will schedule regular check-ins with you. For example, at Brisan Accountancy we offer a Clarity Call service, meaning clients have regular phone/video calls with a dedicated client manager (weekly, monthly, or whatever fits) to discuss their numbers and concerns proactively . During December, such a call might cover year-end tax planning, reviewing November’s figures, or just prepping for a smooth January. The key is, you shouldn’t be the only one initiating contact. Your accountant should have a cadence of communication that makes sense for you.
- Dedicated Point of Contact: It’s incredibly reassuring when you know exactly who to reach out to at your accounting firm and that they know you. At Brisan, for instance, clients get a dedicated client adviser who knows their business inside out – “one consistent point of contact who truly understands your business” (as we like to say). This person can answer quick questions on the fly because they’re familiar with your accounts. No bouncing between departments or explaining your issue from scratch each time. This continuity is gold, especially if an urgent question pops up in mid-December. You get answers faster because your accountant doesn’t have to dig for info – they’re already in the loop.
- Straight-Talking, Jargon-Free Advice: Clear communication isn’t just about speed, it’s also about clarity. An accountant might bombard you with technical tax jargon or leave you more confused after you finally reach them. That’s not helpful. Look for someone who explains things in plain English. For example, if you ask, “Can I expense this new equipment purchase before year-end for tax?” you should get a straightforward answer, not a lecture filled with obscure references. In our firm’s ethos of “accountancy without the BS”, we emphasise plain-speaking guidance. Clients often complain that previous advisers made them feel dumb for asking questions, a good communicator will make you feel empowered and informed instead.
- No “Blackout” Periods: Your accountant should not have periods where they are completely unreachable. Of course, everyone takes holidays, but even then, a good firm will have someone covering or at least an out-of-office message with guidance. If your accountant is going to be off between Christmas and New Year, for instance, you should know that ahead of time and be given an alternative contact for urgent matters. And before they go, they might drop you a note saying, “Hey, your payroll for December and the VAT for last quarter are all set. Let’s catch up first week of Jan on your year-end accounts.” That small communication can set your mind at ease. Silence, on the other hand, breeds anxiety.
- Responsiveness: This one’s simple, do they get back to you quickly? An expectation of, say, a response within 24 hours to emails (or a same-day callback) during business days is reasonable. If you’ve been waiting a week in December to hear back about whether you should make a pension contribution now or in April, that delay might mean the difference in a tax outcome. Quick response is not just good manners, it’s good business. Some accountants even guarantee response times. While that might not always be formal, you should feel like your queries are a priority, not an afterthought.
Don’t settle for less – Your business deserves better
If reading this is making you realise “My accountant doesn’t do these things,” it might be time to address it. Start by communicating your needs: sometimes a frank conversation can reset expectations. Let them know that especially around year-end, you value proactive updates and quicker replies. A good accountant will take that on board and improve.
However, if you’ve done this and nothing changes (or if you’re met with defensiveness) you might consider shopping around. Many business owners switch accountants for exactly this reason. In fact, a lot of our clients at Brisan came to us after feeling abandoned or kept in the dark by their previous firms. One client, a construction company in Kent, shared that their former accountant’s inconsistent communication and reporting “impacted our ability to make informed business decisions” . After we took over and provided hands-on, clear support (including regular updates and advice), they gained “full visibility over our finances” and confidence to plan ahead . The difference was night and day, not because we did magic, but because we actually talked to them and worked with them throughout the year, December included.
In summary, communication is not a “nice-to-have” in accounting; it’s a necessity. Especially as the year wraps up, you deserve an accountant who is as engaged in your business as you are.
Don’t let an unreturned phone call or a ghosted email derail your end-of-year momentum. Hold your accountant to high standards, your business will benefit from the clarity and prompt support. And if you’re not getting it, know that there are firms out there (hi!) that pride themselves on being responsive, proactive, and client-focused all year round.
At Brisan Accountancy, we firmly believe that straight-talking, frequent communication is part of the job description. We even build it into our services! For example, our clients have regular Clarity Calls with their dedicated adviser, ensuring they’re never left waiting in the dark . If you’re in Kent and tired of the year-end radio silence from your current provider, get in touch with us. We’ll make sure that as this December winds down, you’re feeling informed and supported, not isolated and stressed. After all, your success is our success, and that starts with keeping the lines open and the advice flowing when it matters most.
