Buyers ring on Saturday. Pipes burst on Sunday.
We answer for sales agencies and property management: capturing enquiries while they are still interested, and sorting after hours maintenance into what needs a trade tonight and what waits until Monday.
Two phones, one number
Sales and property management have nothing in common except the number.
Most answering services treat them as one queue. We split them at the first question.
Sales
Enquiries arrive exactly when agents are at opens.
The busiest hours for calls are the hours nobody can pick up. A buyer who cannot get through rings the agent on the next listing, and Saturday between ten and two is the whole week for some agencies.
Property management
Maintenance does not respect business hours.
A tenant with no hot water on a Friday night needs an answer. Without one the complaint becomes a tribunal matter, or a review of the agency that outlives the tenancy.
Both
Property managers are drowning in the phone.
A PM with a full rent roll cannot handle inbound calls and still do inspections, applications and arrears. Answering the phone is the least leveraged thing they do, so it is what gets dropped.
How a property call runs
One question routes everything.
On answer
Buying, renting, or existing tenancy
The single question that decides the rest of the call, asked before anything else.
Sales
Which property, and are they approved
Plus inspection times and whether they want the agent to call. Captured while they are still interested rather than three days later.
Maintenance
What failed, and since when
Urgent items on your list, such as burst pipes, flooding, no power, gas smell, or a door that will not lock, reach your after hours contractor immediately.
Non-urgent
Logged with photos requested
Sent to the managing PM for the next business day, and the caller is told exactly what happens next and when.
Limits
What we never do.
Urgent repairs are defined by residential tenancy legislation in your state as well as by your agency. We work to the list you give us, and stay inside these limits regardless.
No opinions on value
We never comment on what a property is worth or likely to sell for.
No spend approval
We never authorise a contractor beyond the written limit you set.
No application outcomes
We never confirm or hint at the result of a rental application.
No cross-party detail
A landlord's details are never discussed with a tenant, or a tenant's with anyone but the agency.
No dispute commentary
We take the detail and escalate. We do not take a side or offer a view.
No guessing
Anything outside the plan is escalated rather than improvised.
Questions
What agencies ask.
Can you dispatch our after hours contractors directly?
Yes, within the limits you set. Most agencies give us a list of approved trades, a spend limit that does not need approval, and a rule for what happens above it.
Can you handle calls for multiple offices?
Yes. Each office can have its own greeting, routing table and contractor list under one account.
Do buyer enquiries go into our CRM?
Usually yes. Tell us what you use during setup and we will confirm what we can write to directly and what arrives as a structured message.
Can we use you only on weekends?
Yes, and it is the most common starting point for sales agencies. Weekends and after hours only, with your own team answering midweek.
Get the phone off your property managers.
Map the plan with us and split sales, leasing and maintenance properly from the first question.