Property and Facility Management Answering Services

What does a property management answering service do?

A property management answering service supports property management companies by handling incoming calls through a virtual receptionist. These services are designed to manage communication with tenants, landlords, and contractors which takes pressure off in-house staff and ensures nothing important is missed.

They help improve customer service, boost efficiency, and allow property managers to stay focused on day-to-day operations. Here’s a closer look at what these services typically include:

Call Handling

Trained agents answer calls on behalf of the company, providing a professional first point of contact for tenants, property owners, and service providers.

Message Taking & Call Screening

Agents collect and pass on detailed messages while filtering out non-urgent calls, forwarding time-sensitive issues to the right person or team.

Appointment Scheduling

Some services offer diary management, helping schedule viewings, repairs, and contractor visits directly into your calendar system.

Emergency Response

After-hours coverage ensures that urgent maintenance issues or emergencies are handled promptly, with clear escalation protocols in place.

Custom Scripts and Workflows

Most call handling providers will tailor their service to suit your company’s policies, tone of voice, and escalation procedures. This ensures consistency across every interaction.

What happens if there’s an emergency?

We understand that emergencies are part of property and facilities management, from urgent repair requests to unexpected situations involving tenants or properties.

Our team is proactive in identifying these emergency situations and following your predefined escalation procedures to ensure the right action is taken swiftly. This might involve contacting your on-call team, sending messages to specific staff, or coordinating third-party contractors for immediate assistance.

Having this in place ensures your tenants remain satisfied and your properties are well-maintained, even after hours or during weekends.

How do you handle property inspections and maintenance visits?

We can seamlessly manage your calendar, scheduling property inspections, and maintenance visits directly into your system. When a tenant or landlord calls, our agents will follow your scheduling preferences and update your calendar in real-time, ensuring all bookings are appropriately coordinated.

This prevents double bookings and ensures you never miss an opportunity to meet with tenants, landlords or contractors. Additionally, we can handle rescheduling or cancellations, notifying you immediately so that you stay in control of your time and resources.

Is your service cost-effective?

Yes, our service is a highly affordable solution compared to the costs associated with hiring additional in-house staff. Instead of employing and training full-time receptionists or call handlers, you can outsource this task to us at a fraction of the cost.

We provide professional call handling 24/7, meaning you save on salaries, benefits, and overheads, while still offering top-tier service to your clients. This allows you to maintain high levels of customer service, extend your availability, and handle more inquiries, all while keeping your operational costs under control.

What are the benefits of using a property management answering service?

A property management service ensures you never miss important calls, even outside of regular office hours. Whether it’s a tenant with a maintenance issue, or a landlord seeking updates, we are available 24/7 to answer every call. 

Here’s how these services can make a difference:

Happier Tenants
Faster response times and consistent communication help build trust with tenants, improving satisfaction and boosting retention rates.

Streamlined Operations
With calls managed externally, property managers can concentrate on core responsibilities like maintenance coordination, inspections, and lease administration.

Lower Overheads
Compared to hiring additional in-house staff, answering services offer a cost-effective way to manage after-hours calls and cover peak times.

Stronger Professional Presence
A dedicated call-handling team provides a strong first impression of a well-organised, responsive business, supporting your brand reputation.

More Opportunities
Timely handling of enquiries from prospective tenants or buyers ensures potential leads aren’t missed and helps accelerate the sales or lettings process.

Reduced Stress
With fewer interruptions, managers can enjoy a better work-life balance and focus more clearly during business hours.

This means you can capture all leads, avoid missed opportunities, and maintain a professional image, even when your team is unavailable. By outsourcing your call handling to us, you also free up your in-house team to focus on core tasks without the distraction of constantly answering the phone.

Can you tailor your service to our needs?

Absolutely. We understand that each property management company is unique, which is why we tailor our service to meet your specific requirements. We collaborate with you to create customised call scripts that reflect your brand’s tone and approach, ensuring that every caller receives a consistent and professional experience.

Whether you want to emphasise certain services, prioritise specific types of inquiries, or follow particular processes, our agents will be fully trained to handle calls according to your instructions. This personalisation helps us act as a true extension of your business.

Can your service integrate with our CRM?

Yes, we can integrate with all major CRM systems that have an API, ensuring that the data we collect from calls is seamlessly fed into your existing systems. This allows for real-time updates, making tracking inquiries, follow-ups, and client information easy without any extra steps.

If your CRM doesn’t have an API or you prefer a more straightforward approach, we can also work with limited-access logins, allowing our agents to input information directly into your CRM.

Can you handle emails as well as calls?

Alongside answering calls, our agents can manage your email enquiries with the same professionalism and efficiency. We handle each email promptly, responding based on your guidelines to ensure clients receive accurate, timely information. From follow-up questions after property inspections to emails arranging maintenance visits, we’re here to help you stay on top of your inbox.