Support for letting agents, where you need it.
Advice, set-up or a team that runs it. Any part of your lettings operation, from the repairs line to the paperwork.
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What we do
There are repairs to log, viewings to book, landlords to keep informed and paperwork behind every tenancy. We help with all of it. With a team that does the work, the systems it runs on, or advice on how it’s organised.
Answered, and followed through
The team takes the calls in your name and does what follows, whether that’s a repair logged, a viewing booked or the referencing chased. The caller gets an answer and the work gets done, in the systems you already use.
Which parts we take on is up to you
Only the evenings and weekends. Only the referencing. Only the overflow when the phones are busy. It doesn’t have to be everything, and it fits around what your own team already does well.
Who gets in touch, and why.
Most of a letting agent’s contact comes down to the same few reasons. The team learns each one, and what you want done about it.
Tenants
Evenings and weekends, mostly
- A repair, such as no heating or hot water, a leak or a broken appliance
- Damp or mould
- Locked out, or lost keys
- Where a repair has got to, and when the contractor is coming
- When rent is due, or a payment that’s gone wrong
- Giving notice, or asking about a rent increase
Landlords
In the working day
- Their statement, or a repair bill they weren’t expecting
- What’s happening with a repair, a rent review or an empty property
- A certificate that’s about to run out
- A new landlord, asking what you’d charge to let or manage
Applicants
Lunchtimes, evenings and Saturdays
- Booking, moving or cancelling a viewing
- Where their application has got to
- What’s still outstanding on references and guarantors
- Keys, the inventory and the deposit before moving in
What we’d take on.
As much of it as you want, in your name and in the systems you already use.
- The repairs line, in and out of hoursEvery report logged with what a contractor needs. Emergencies acted on under your rules, the rest ready for the morning.
- ViewingsBooked into your diary, confirmed, and rearranged when plans change.
- New landlord enquiriesTaken properly, with what you need to call back and win the instruction.
- Applications, move-ins and rent reviewsApplicants chased for what referencing still needs, move-in packs prepared, rent reviews and certificates kept ahead of their dates.
- The inboxTenant and landlord emails and portal messages answered, or passed to the right person.
Repair logged · Tuesday, 21:14
No heating or hot water
- Property
- Flat 4, Mill Lane
- Reported
- Boiler showing low pressure
- Topped up on the call, heating back on
- No call-out needed
To the property manager
Second time this winter at this flat. Worth having the boiler looked at before it fails.
In your repairs system for the morning
More than the phones
And the things you hadn’t thought to ask for.
You may have come looking for someone to answer the phone. Here is what else we can take off your desk, or put right.
- We set it up
One place for every tenant message
Email, WhatsApp and voicemail in one queue, each with an owner, in place of a shared inbox where things get lost between people. Messages from your tenant portal join it where your system connects.
Helpdesk set-up - We set it up
Your repairs rules, written down
What counts as an emergency, who is called, and what a landlord has to approve first, in one version, signed off by you, for your staff and ours to work from.
Processes and knowledge base - We set it up
Which properties cause the calls
Contact sorted by reason and by property, so you can show a landlord that the same boiler has failed three times this winter.
Reporting - We set it up
The routine questions, answered at midnight
An AI assistant on your website that answers from your own checked guidance, such as how to report a repair, and passes everything else to a person.
AI for customer service - We run it
Repairs chased until they’re finished
The contractor booked, the tenant told when to expect them, the landlord asked for approval, and the job followed up until it’s closed.
Back office and admin - We plan it with you
More properties, without more chaos
A look at how the work moves through your office today, and what to change before the portfolio grows any further.
Consultancy
A lettings year, and when it gets busy.
Contact rises and falls through the year. Cover grows for the busy weeks and shrinks for the quiet ones, so you aren’t staffed for August in March.
Contact, week by week
An illustration
- Frozen pipes and failed boilers
- Summer moves, viewings and references
- Students and the new term
- The first cold weeks
Out of nowhere
- A storm or a flood, and every tenant ringing in the same two hours
- A change in the rules, and every landlord ringing with the same question
- A landlord brings you a whole portfolio, and every tenant in it has questions
The team behind it.
Your callers hear your company’s name, from a team working to your process and your rules.
Ours to hire and lead
Trained on your process before they take a call. Led by team leads whose job is coaching.
How we workWhere your cover comes from
Your cover 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.
Where we workYour tenants’ and landlords’ data
Named logins, access only to what the work needs, and one client’s data never mixed with another’s.
Security and data protection
Questions, answered.
The things letting agents are likely to ask first.
What happens when a tenant rings at 2am?
The call is answered in your name. The team finds out what’s happened and whether anyone is at risk, then follows your rules. Where a fix on the phone will do, they talk the tenant through it. A real emergency gets your contractor called out, and everything else is logged for the morning. You get a note of every call.See a call followed through
Do you work with our own contractors?
Yes. Your contractors, your spending limits, and your rules on who is called for what.
Can you log repairs straight into our system?
Yes. The team works in the systems you already use, each person under their own login. A repair goes into your repairs system with its photos, not into an email for someone to retype.
Can you cover just evenings and weekends?
Yes. It could be just evenings and weekends, the overflow when your lines are busy, or the phones and the inbox all day.
Will tenants know it isn’t our office?
They hear your company’s name. The team has your records and your process in front of them, so the tenant gets a proper answer and not just a message taken.
Will the team understand lettings?
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 lettings advisers and don’t act as one. A question about a tenant’s rights, or a decision that’s yours to make, comes to your own people with the detail already taken.
How do you handle a tenant 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.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work letting agents 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
More for property businesses.
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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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