Four-day working structure enables ‘Excellent’-rated provider to deliver greater access without increasing costs
Caroola Accountancy has become the first firm in the UK to extend its weekday operating hours to 7pm, reinforcing its position as a leading provider of specialist accountancy services for contractors, freelancers and small businesses.
With offices in Blackpool and Warrington and a nationwide client base supported through digital platforms, particularly concentrated in London, the organisation rolled out the new hours in March 2026.
The change means clients can now access support for 11 hours each weekday, raising the bar for service accessibility across the sector.
The initiative was led by Director of Operations Carl Bridges and forms part of a wider strategy focused on delivering a client-first experience under Managing Director Paul Goodwin. Under his leadership, Caroola has built a strong reputation for service excellence, reflected in its Trustpilot rating of 4.8 and more than 6,400 verified customer reviews.
The shift has been made possible through the adoption of a four-day working week within the operations team. By spreading working hours more effectively across the week rather than adhering to a traditional schedule, the firm has been able to extend its service hours without increasing staffing levels or compromising quality.
According to research from Robert Walters in 2025, only a minority of UK professionals continue to work standard office hours. Over one-third report consistently starting early or finishing late, while 43% say their schedules are driven entirely by workload demands.
For Caroola’s client base, which includes contractors, freelancers and small business owners managing complex and often unpredictable workloads, the conventional 9 to 5 structure has long failed to reflect real working patterns.
Trustpilot research further shows that 54% of UK consumers prioritise quick responses when assessing customer service, while 51% value direct human interaction over automated responses.
Caroola’s extended hours have been designed to meet these expectations. Clients are now able to speak directly with a qualified accountant, either by phone or email, until 7pm on weekdays, ensuring continuity and familiarity in support.
Carl Bridges, who serves as Director of Operations, has been part of the business for more than 14 years, having joined Nixon Williams in 2011 before it became part of the Caroola Group.
In collaboration with Managing Director Paul Goodwin and Commercial Director Stephen Chapman, Bridges has driven significant changes within the operations team, creating a model that places client needs at the forefront.
“The accountancy industry has operated on a 9 to 5 model for decades, but our clients have never worked that way,” said Bridges. “Contractors finishing a day on site, freelancers wrapping up a project in the evening, small business owners who can only sit down with their finances after their own customers have gone home. These are the people we serve, and we should be available when they actually need us.”
“The four day work week gave us the framework to make this work. Our team now operates across a staggered schedule, which means we have full coverage from 8am to 7pm without anyone working longer hours. Staff wellbeing has improved, client satisfaction has increased, and we haven’t added a single penny in additional cost. It has been a genuine win for everyone involved.”
The company’s strategy aligns with a wider shift towards shorter working weeks supported by research evidence. A landmark UK trial conducted in 2022 by the University of Cambridge and Autonomy analysed 61 organisations over six months.
Results showed that 71% of employees reported reduced burnout, 39% experienced lower stress levels, and sick leave decreased by 65%. Importantly, 92% of organisations involved opted to continue with the four-day model.
Caroola has leveraged this approach not just to support staff, but to directly enhance client service. The outcome is a balanced model that delivers improved accessibility while also boosting employee wellbeing.
With an ‘Excellent’ Trustpilot score of 4.8 based on over 6,400 verified reviews, Caroola Accountancy continues to be recognised as a trusted provider in the sector. The firm is also an FCSA Accredited Member and an ACCA Platinum Trainee provider, with more than three decades of experience supporting the UK’s contractor and freelancer community.
The extended hours are now in operation, with Caroola’s team available from 8am to 7pm, Monday to Friday, via phone on 0333 034 2481 or through direct email contact with each client’s dedicated accountant.
