For property businesses
Every call answered, and the work done.
Advice, set-up or a team that runs it. Any part of your operations, from the phones to the paperwork.
What we do
Tenants, landlords and customers get in touch when it suits them. We make sure they’re answered, and that what they asked for gets done. On the phones, in the inbox, and in the admin behind both.
A team, a set-up, or advice
We can run the work with a team we hire and lead, set up the systems and processes behind it, or advise on how it should be organised.
Which parts are ours is up to you
The phones, the inbox, the admin, or all three. In your name, and in your systems.
Sound familiar?
A property week, and where it goes wrong.
Estate agents
Saturday, 11:20
The phone rings while everyone is out.
The morning is viewings and valuations. A seller wanting a valuation doesn’t leave a message. They ring the next agent.
Letting agents and property managers
Tuesday, 21:05
A tenant’s heating stops.
The office line went to voicemail at five, so the call goes to whoever is carrying the out-of-hours phone tonight. Again.
Housing associations
The first cold snap
Every resident rings at once.
A freeze, then the thaw, and the repairs line takes several times its usual calls for days.
Trades and home services
Wednesday, 14:30
A new customer rings, and the office is on another call.
The team is out on jobs and whoever books the work is already on the phone. By the time anyone rings back, they’ve booked someone else.
What we take on
Different businesses, different work.
The team and the standards are the same. What changes is who gets in touch, what they need, and where the work ends up.
Every enquiry caught.
Sellers, buyers and landlords answered while the team is out, and put straight into your diary and your system.
- Valuations and viewings booked
- Buyer and seller enquiries logged
- Lunchtimes, evenings and Saturdays covered
- Offers taken down in full for your negotiators
Valuation request
Three-bed semi, wants to sell by spring
- Called
- Saturday, 11:20
- Booked
- Valuation, Tuesday at 10:00
- Also
- Has a flat they may want to let
In your diary and your system
Repairs, tenants and the paperwork.
Tenant repair calls taken in and out of hours, landlords answered, and the admin behind every tenancy kept moving.
- Repairs logged with what a contractor needs
- Emergencies acted on under your rules
- Landlord and applicant enquiries
- References, move-ins, rent reviews and certificates
Overnight, for the morning
Three calls while you were closed
- 21:14
- Boiler pressure, fixed on the call
- 23:05
- Front door won’t lock, your locksmith sent
- 02:40
- Leak, your plumber sent, now stopped
Waiting for you at 8am
A repairs line that holds in a storm.
Out-of-hours and overflow repairs lines, with every report logged in full and winter cover arranged with you before the weather turns.
- Out-of-hours repairs and emergencies
- Damp and mould reports logged in full
- Anti-social behaviour reports taken and passed on
- Severe-weather cover, planned ahead of the winter
Report logged
Damp and mould, back bedroom
- Date, time and the resident’s own words
- Photos attached
- Flagged, as a young child sleeps in the room
In your housing system, from the first report
Answered when the office can’t.
New customers and existing ones answered when your office is busy or closed, with the work booked in and everything your team needs to turn up ready.
- Calls answered in your name
- Jobs booked into your diary or job software
- Emergency call-outs passed on, to your rules
- Quotes followed up
Job booked
Leaking radiator valve, new customer
- Called
- Wednesday, 14:30
- Booked
- Friday, 8:00 to 10:00
- Agreed
- Your call-out charge
In your job software, with photos
From the call to the work
One call, followed through.
A call isn’t just answered. Pick one and follow what the team does with it.
The call
Seller · Saturday, 11:20
I’m thinking of selling my house and wanted someone to come round and value it.
Waiting when you’re back in the branch
Valuation booked, Tuesday at 10:00
- Hoping to move by spring
- Has a flat they may want to let
What the team does
- Answers in your nameYour branch, your greeting
- Takes the details you’d ask forA three-bed semi, hoping to move by spring
- Checks your diaryYour valuer is free on Tuesday at 10
- Books the valuationConfirmed to the seller by text
- Logs it in your systemWith a note that they also have a flat to let
A valuation in the diary, before they’d have rung the next agent.
The call
Tenant · Thursday, 02:40
There’s water pouring out from under the kitchen sink and I can’t stop it.
Waiting for you in the morning
Leak under the kitchen sink, plumber sent at 02:55
- Water off, and the leak stopped
- The flat below may need a visit too
What the team does
- Answers in your nameTenant and property found in your system
- Finds out what’s happened, and who is at homeWater across the kitchen floor, with two adults and a child at home
- Follows your guide for a leakTalked through turning the water off. It slows, and doesn’t stop
- Checks your rules for this faultAn emergency, so call out now
- Calls out your contractor, and logs itYour plumber, within the limit you’ve set, and the tenant told when to expect them
Someone on the way, within your rules, and the whole story waiting for you.
The call
New customer · Wednesday, 14:30
My radiator’s leaking from the valve. Can someone come out this week?
Waiting for whoever takes the job
New job, Friday 8:00 to 10:00
- Leaking radiator valve, photos attached
- Call-out charge agreed
What the team does
- Answers in your nameWhile your office is on another call
- Finds out what’s wrong, and how urgentA slow drip into a bowl, which can wait a day or two
- Explains your call-out chargeTold, and agreed
- Books the jobFriday, 8 to 10, in your job software
- Sends your team what they needThe address, photos of the valve and a contact number
A booked job, not a voicemail to ring back.
Your kind of business
Not one of those? Find yours.
The kinds of property business we work with, and the work we’d take on for each.
Letting agents
The team answers tenants, landlords and applicants in your name, logs repairs with what a contractor needs and books viewings into your diary. It can also keep referencing, move-ins and rent reviews moving behind the calls.
More about letting agentsProperty management
Emergency repairs are triaged under your rules and passed to your contractors, at any hour. Routine jobs are logged, residents kept informed and contractors chased until the job is closed.
Housing associations
The repairs line is answered out of hours and through severe weather, and damp and mould reports are logged in full from the first call. Anti-social behaviour reports are taken and passed to the right team.
Facilities and maintenance
The team runs your helpdesk round the clock, logging reactive jobs and sending the right engineer. Completions and paperwork are chased, and your clients kept up to date.
Estate agents
Buyers, sellers and landlords are answered while your negotiators are out, and viewings and valuations go straight into your diary. Enquiries are logged in your CRM, and offers taken down in full for your negotiators.
More about estate agentsTrades and home services
Calls are answered while your team is on jobs or your office is busy, and visits are booked straight into your job software. It suits plumbing, heating, electrical and roofing firms, and pest control, cleaning, restoration and removals companies too.
More about trades and home servicesBuild-to-rent
Residents’ messages are answered out of hours and repairs logged. Leasing and viewing enquiries are handled, with the move-in admin behind them.
Student accommodation
The team covers arrivals week and answers out-of-hours repairs and lockouts through the year. Booking and guarantor enquiries are handled too, many of them from students overseas.
Block management and property factors
Leaseholders’ questions are answered, service charge queries included. Communal repairs are taken out of hours and passed to your contractors.
Self-storage
Unit enquiries and reservations are taken when your store manager is with a customer or the store is closed. Billing questions are answered too.
The team
Who answers, and where they are.
Your work runs from one of our three locations, in the Philippines, Portugal or Ireland. Which one depends on the hours and the work you need, and we settle it with you at the start. The team answers in your company’s name and works to your process for what to ask, what to do, and when to pass something to you.
- Our own employees, trained on your process before they take a call
- Anything that needs your judgement is passed to your own people
- Team leads whose job is coaching
- Whatever hours your callers keep, covered
Questions, answered.
The things property businesses are likely to ask first.
Which parts of our operation can you take on?
Any one of them, or several. That could be the phones, the inbox, out-of-hours and emergency lines, bookings, or the admin behind them. We can also set up the tools and processes they run on, or advise on how it should all be organised.
Will callers know they’re not speaking to our office?
They hear your company’s name. The team has your records and your process in front of them, so the caller gets a proper answer and not just a message taken.
Will your people know enough about property?
They’re trained on the work you hand over. That means the questions to ask, what counts as urgent, who to call and where to log it. They aren’t property advisers and don’t act as one. A question about someone’s rights, or a decision that’s yours to make, comes to your own people with the detail already taken.
How does the team learn our business?
Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
Can you work in our systems?
Yes. That might be a property or housing system, job software, a shared diary or something built in-house. The team works in whatever you run on, each person under their own login. The work goes straight into your system, not into an email for someone to retype.
Who manages the team?
We do. We hire and lead the team, and every team has a team lead whose job is coaching. You get the work done, and a clear view of how it’s going.
Can we start with one part?
Yes. It could be just evenings and weekends, the overflow when your lines are busy, or the phones and the inbox all day.
How do you handle a caller who is vulnerable or distressed?
We follow the approach you’ve set, and it’s part of the team’s training. If you don’t have one written down, we’ll help you build it.
How do we know how it’s going?
Real pieces of work are reviewed, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work property businesses are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How does the cost work?
It depends on the kinds of work and the hours you want covered. We work it out with you once we understand your operation.
Alongside it
More than the day-to-day.
Running the work is one way we help. These are the others, and they join up.
- Helpdesk set-upOne place for every call, email and message, in place of a shared inbox.We set it upWe set it up
- Processes and knowledge baseYour rules for repairs and emergencies, written down once.We set it upWe set it up
- ReportingWhy people are getting in touch, and which properties cause it.We set it upWe set it up
- AI for customer serviceThe routine questions answered on your website, at any hour.We set it upWe set it up
- ConsultancyHow the work should run as the business grows.We plan it with youWe plan it with you
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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