Property Management Support
A portfolio of properties generates constant interruption — maintenance requests, tenant questions, viewing enquiries and the evening call about a broken boiler — all of which fragments a manager's day.
This page shows how the work typically flows, not a real engagement. We do not have published customer case studies yet — see why, and what we show instead.
How this normally runs
- Tenant contactsBy phone, email or portal, often outside office hours.
- Agent classifiesEnquiry, standard maintenance, or emergency.
- Logs properlyProperty, unit, issue, access details and photos where available.
- Escalates emergenciesImmediately, using the client's defined criteria and contacts.
- Updates the systemRecorded in the property management platform.
Who does what
Agent responsibilities
- Classify every contact correctly on first pass
- Log maintenance requests with the detail contractors actually need
- Escalate emergencies immediately per the defined rule
- Handle viewing bookings for prospective tenants
- Cover evening and weekend hours without gaps
Client responsibilities
- Define emergency criteria and on-call contacts in writing
- Keep the property management platform accurate
- Confirm tenancy-law obligations relevant to the script
- Set repair-authorisation limits, if any are to be granted
Suggested starting crew
2 agents covering business hours plus evening/weekend answering for urgent issues.
Illustrative daily volume
10–30 tenant contacts/day across a mid-size portfolio.
Tools
Property management platform, Phone system
Possible KPIs
Speed to answer, Maintenance-log completeness, Emergency escalation accuracy, Viewing booking rate
Defined emergency criteria (e.g. no heat, water ingress into electrics) trigger immediate contact to the named on-call person, bypassing standard logging.
$4.99/hr per agent, inbound customer support
Minimum 2 agents. Telecom billed separately for any campaign involving calling.
Related services
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From $5.99/hrSee if this fits your business
Every real engagement is scoped from your actual volume, not a workflow template.