Property management
It's twenty to ten on a Monday and the weekend arrives at once.
It gets a human to the man on the doorstep.
It answers the ninth call of the nine o'clock wall, gets the property, the flat and the defect down in the caller's own words, and pages a person for anything that could hurt somebody — without deciding what counts as an emergency or promising a date nobody can hold.
Free for 14 days. No card needed.
“It's Errol, gas safety — nobody's in at 14b. I've been sat outside twenty minutes.”
Nothing comes back under the number he is ringing from, and it does not pretend otherwise: the office made that access slot, not him, so there is nothing of his to look up. It takes the property, the flat and how long he can hold on, and has the manager for that block on the line while he is still parked up. An aborted visit is billed to a landlord and the gas safety record expires on the date it expires.
It's twenty to ten on a Monday and the weekend arrives at once.
Their words
Say it the way your callers say it, and watch what it reaches for
The agent has fourteen tools. It has the same fourteen on every one of these pages — what changes with your trade is which one a sentence lands on, and how much of the job is done by the time it puts the phone down.
It hears
“do I ring you or the landlord?”
It reaches for
search_knowledge
Checks the address on your own managed list and tells him which of you it is. Half these calls start here.
The words on those chips are the trade’s, not ours: leaseholder, service charge, Section 20, Section 11, works order, the landlord's float. Get one of them wrong on the phone and the person on the other end knows within a sentence.
Run it
Every line on the job card came from a second you can point at
One call, on a rail. Drag it forward and it fills in. Drag it back and it comes apart — the slot empties, the tool leaves the log, and the confirmation un-writes itself.
Agent
Kemp and Rowe lettings — you're through to the answering assistant. Which property is it?
Tools it ran
- Nothing yet — it is still listening.
Repair log
- Property and flat
- Taken
- First reported
- What he reported
A third call logged as a third call. Nothing promised, nothing closed, and Bea had it before he'd hung up.
Played back in 14 seconds, or listen to the whole call (1:21) at its own pace. The clock on the rail keeps the written call’s time.
Build this agentThe wall
It will not decide that a job is an emergency
Lean on it. The words change as the caller pushes; the answer does not. Push all the way and the only thing that gives is that it stops arguing and fetches a person.
Pressure 1 of 4
Caller
“It's Marlena, flat 3 Brudenell Grove. The only loo in the flat's blocked and it's gone ten. That's an emergency, isn't it — you'll get somebody out tonight?”
Agent
I can read you what your tenancy agreement calls an emergency, word for word, and I will. What I can't do is tell you whether this is one — that's a decision with a call-out charge on the end of it, and it isn't mine to make.
The word it won't say, it won't say to anybody — but the call doesn't sit in a log waiting for Monday either. Six seconds after she said it a person's phone is ringing, and it rings with the report already finished rather than with a name and a mood. Refusing to decide is not the same as refusing to act; the decision belongs to whoever carries the cost of it.
The relay
Whoever is carrying the rota phone, or the property manager for that block knows in 6 seconds
Two kinds of call stop being a report. The ones where somebody could be hurt — a smell of gas, a sounding carbon monoxide alarm, smoke, a block alarm, water reaching electrics, a forced door, a person shut in a lift. And the regulated conversations: arrears, deposit deductions, notice, possession. Neither kind is logged and neither is answered. The rota is alerted first, so the details are already on the screen when it rings; then the caller is put through. At eleven at night the rota phone sometimes rings out, and that is the only reason a message is taken instead.
0.0s
The caller is still talking. They never hear a hold, and they are never told to ring back.
Your rules
It starts briefed for your trade. The brief is yours to change.
Your trade decides what it knows on day one. You decide the rest — and every line you change shows up in how the next call goes, not in a settings page nobody reads.
If they've rung before, log it as a chase
It takes the date the caller gives for the first report and writes it up as "third call, first reported 2 September" — instead of opening a fresh one with today's date on the top of it. A brand new report every time is what a disrepair solicitor takes apart.
Out of hours, only water, gas, fire and no heat reach me
At eleven at night your phone rings for those four, with the flat number and the household already on the screen. The blocked sink is on the log at nine instead of in a voicemail nobody plays.
Stop offering viewings once it's let agreed
Off. The call goes ahead without it.
Same agent, your vocabulary. The trade seeds the prompt; everything after that is yours, and you can read the whole of it in the dashboard rather than guessing at what it was told.
Go live
A number of its own, briefed for your trade, this afternoon
Everything on this page works on some plan. Here is exactly which, so nothing you just watched turns out to be behind a wall you did not know about.
On any plan
Nothing to connect beyond saving a contact and adding your documents.
- Answers questions from your own documents
- Puts the caller through to a person
- Writes down the details you asked for
- Tells your team, during the call
- Takes a message, in the caller's words
- Knows the date, your hours and the caller's number
Starter — $49 a month
Needs a text-capable number on your account.
- Texts the caller a confirmation
Pro — $249 a month
Needs Google Calendar connected. Until it is, these calls become messages instead.
- Finds an existing booking to change
- Reads your real diary before it offers anything
- Holds someone for a cancellation
Your agent gets a new number; we cannot port your existing one, so the new number sits alongside your line and you forward to it when you are ready. Local numbers only — no mobile or toll-free yet.
What you just proved
Six claims. You operated the ones that are filled in.
- Three kinds of call come in, and it knows which is whichTry it
- It understands how your callers actually talkTry it
- Every line on the paperwork came from a second of the callTry it
- It will not say the thing that would land you in troubleTry it
- When it can't finish a call, a person knows while the caller is still thereTry it
- The brief is yours to changeTry it
The one we did not demonstrate
About 28% of in-hours calls never reach a person
Our figure, not a study. Our estimate, from the shape of the working week rather than a survey — no trade body publishes this one, and the vendor figures in circulation (74%, "over 60%") carry no method, no sample and no date, which is why we are not repeating them. Two or three people cannot answer thirty calls between nine and ten on a Monday, and half the team is in somebody else's hallway holding a set of keys. Out of hours is a separate and much larger number: 121 of the week's 168 hours have nobody in the office at all. If you want a real figure rather than an argued one, sit next to the handset next Monday from nine to ten and count what rings out. Ours is reasoning. Yours would be evidence.
Around $30 for each call you get back
Our figure, not a study. Built on one call in sixteen, not on all of them, and we would rather say so. Out of a hundred missed calls roughly six are a landlord asking whether you would take a flat on; about one in five of those instructs you, because a landlord ringing round is ringing three agents and picking up first only puts you in the running. A first year of tenant find plus management on a £1,100 flat is about £2,684 gross, and we knock three quarters off for the ones you would have won anyway, which lands on £32 a call. The $30 is that arithmetic done again from scratch on a $1,400 unit at a 75% leasing fee and 9% management — a second figure, not the first one through an exchange rate. The other ninety-four calls earn nothing. Tenant calls generate no fee at all, and an applicant call is worth close to nothing on its own, because you have a waiting list for every decent two-bed and the flat lets whether or not you answered that particular caller. What the ninety-four are worth is avoided cost and avoided liability, and neither of those gets a price from us. Nor is there a yearly total at the bottom of this page.
- Out of hours, a property phone in the UK is very close to not being answered at all.
- InStep AI, 2026-08-05. 3,047 unique UK sales and lettings agency numbers called on weekday evenings between 18:00 and 21:00, May to July 2026, each left to ring until the receiving line ended it: 93.8% reached nobody, 4.1% were answered by a person. Independents 93.6%. It tested the evening only, so it measures a closed office rather than a failing team, and evenings are a minority of this phone's volume. InStep AI sells voice AI to property agents.
Questions
What property management owners ask first
My tenants already can't get hold of a human and they're livid about it. You want me to put a robot in front of them? The first time it tells someone with a ceiling coming down that their request has been logged, I'm in front of the Ombudsman.
The first half is correct, and it is the reason the agent does not triage. It never decides what is an emergency, never offers a date, and never closes anything. Water, gas, fire, electrics, loss of heat or a vulnerable occupier and it stops taking a report and gets whoever is carrying the rota phone, with the flat number and the household already on the screen. The second half answers itself, in your favour: yes, the ceiling call will keep ringing until somebody picks up. That call was never the problem. The problem is the sixty calls a day that are not the ceiling — has my gas certificate been sent, when's my inspection, can I have a copy of my tenancy, I'm ringing about the two-bed on Alma Road — sitting on top of it and making it ring out. Clear those and the nine o'clock wall stops being a wall. And there is one caller to care about more than any of them: the landlord ringing on a Tuesday evening to ask whether you would take their flat on. She is ringing three agents. At the moment you are the one who didn't answer.
Will it tell a tenant when somebody's coming?
No, and there is no setting that makes it. Not "someone will be out today", not "within 24 hours", not "we'll get it sorted this week". That sentence becomes a promise, then a complaint, then an exhibit — and the person who would have to keep it is out at a check-in with no idea the call happened. What it does instead is take the report properly, put the time on it, and tell the caller plainly that it is not going to invent a date.
If it won't decide what's an emergency, who does — at half ten at night?
Your rota holder, the same as now, but woken up holding a finished report rather than a number and a tone of voice. The agent reads your own definition back to the caller as often as they ask for it, takes the flat, the fault, the household and the access, and pages the rota with all of it attached — so the decision that carries the call-out premium is made by the person whose landlord pays it, in about four seconds, off a screen rather than off a groggy phone call. It never instructs a contractor and it never books one.
Half my callers own their flat, they don't rent it.
Then they are leaseholders, they pay a service charge rather than rent, and the call that follows a Section 20 notice or a demand for the communal windows is fifteen to twenty-five minutes long and should be. The agent takes the name, the block and the flat, records what they are disputing in the words they use for it, and routes it to the block manager. It does not discuss whether the charge is reasonable, and it does not mention the Tribunal.
What stops it asking an applicant the wrong question?
It is never asked to qualify a letting enquiry, so it never has a reason to. In England, since 1 May 2026, the Renters' Rights Act 2025 makes it unlawful to do anything that makes someone less likely to get a home because they have children or receive benefits; in the US the Fair Housing Act applies to your tools exactly as it applies to your staff, and that liability is not delegable to a vendor. So it does not ask about children, benefits, nationality, age, health or who else will be living there, it does not record it if it is offered, and every caller gets the same information, the same next step and the same speed — because on an applicant call the evidence is the difference between callers, not the refusal itself. On an existing tenancy it is the other way round: a household detail a tenant volunteers about a repair goes on the report, because that is what the contractor and the property manager need.
We already push repairs to an online portal.
So do most agents, and tenants ring anyway — now unanswered and annoyed rather than just unanswered. The portal works for the tenant who was going to use it. The ones on the phone at 09:40 on a Monday are the ones who weren't, and telling them to go online is the first line of most of the complaints that end up in front of a redress scheme. The agent takes the report on the phone and it lands in the same place.
Start
Put it on your property management line
Fourteen days free, no card. Point your calls at it when you are ready, and take them back the moment you are not.
It answers on the first ring and tells the caller it is an assistant.
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