The Struggle To Keep Up With Rising Demands

The UK accounting industry is evolving rapidly due to advances in technology, the push towards digital compliance under Making Tax Digital (MTD), and an ever-increasing demand for services. Many accounting firms are finding it challenging to keep up—particularly during peak seasons such as the self-assessment deadline in January and the end of the financial year. This was exactly the challenge faced by Harper & Row Accountants, a mid-sized firm based in Birmingham.

The Challenge

Harper & Row had enjoyed steady growth in recent years, but the strain of meeting client demand was becoming overwhelming—especially during tax season. Staff frequently worked long hours, and burnout was becoming a concern. High workloads during peak periods also contributed to increased staff turnover, which in turn disrupted client service delivery.

The firm’s leadership recognised that to maintain growth, ensure service quality, and protect staff wellbeing, they needed a scalable solution that could handle fluctuating workloads without compromising standards or profitability.

The Solution

After a thorough review of their operations, Harper & Row decided to explore outsourcing as a way to address scalability and employee wellbeing. They chose LedgerLink UK because of its strong industry reputation, onshore client service managers, and a highly trained offshore team of accountants with expertise in UK GAAP, HMRC compliance, payroll, and MTD requirements.

LedgerLink’s team was proficient in widely used software platforms such as Xero, Sage, QuickBooks, and FreeAgent. Onboarding was overseen by a UK-based Chartered Accountant, ensuring a smooth transition with minimal disruption to client workflows.

The offshore team worked remotely and could scale up their support during peak periods—handling compliance, tax returns, and bookkeeping—while in-house staff focused on advisory work and client relationships.

The Results

The outsourcing partnership delivered measurable benefits:

• Increased Capacity – The LedgerLink team managed tax returns, bookkeeping, and payroll for a defined set of clients, while also helping streamline workflows and standardise reporting templates. This enabled Harper & Row to take on 20% more clients without overstretching their in-house team.
• Cost Savings – Operating under a fixed-fee model agreed in advance, the firm engaged resources based on workload and task complexity. This resulted in over 55% savings compared to hiring locally.
• Improved Client Satisfaction – High-quality, accurate work delivered on time led to a 12% rise in client satisfaction scores. Clients appreciated the faster turnaround and consistent service quality.
• Retention & Growth – Improved service standards helped the firm retain 94% of existing clients and attract 18% new ones in the first year of the partnership.
• Better Staff Morale – By removing repetitive and time-intensive compliance work from their plates, in-house accountants reported a 46% increase in job satisfaction and improved work-life balance.

Conclusion

The outsourcing solution allowed Harper & Row to address its scalability challenges, improve staff wellbeing, and maintain its growth momentum. With increased capacity, significant cost savings, and happier clients, outsourcing has become a core part of the firm’s long-term operational strategy.

As the UK accounting industry continues to face talent shortages, rising costs, and digital transformation demands, outsourcing is proving to be an essential tool for firms that want to remain competitive and responsive to client needs.