“When we first started working with PropCall, it was immediately obvious that there are huge benefits to having actual property managers dealing with issues, as opposed to just using an answering service.”
Sean Walsh, Director of Property Management Qube
...and over 300 clients across the UK
Serving over 400,000 properties nationwide,PropCall helps property managers achieve work life balance while ensuring exceptional service for tenants.
PropCall are an award winning team of property managers dealing with your out of hours and overflow calls. We are not just an answering service!
We are based out of Manchester and all of our call agents work from our HQ in Old Trafford.
We do full triage with tenants, including video calls, and can instruct your preferred contractors on your behalf (we also have our own in case you need a backup).
PropCall currently manage over 400,000 properties across the UK.
Answer calls in your company name
Follow your pre-agreed processes with every call type
Our Property Managers will triage and troubleshoot maintenance issues and emergencies
Use our video triaging tool to connect with tenant’s camera phone to further triage an issue
Use your preferred contractors to attend to issues
Provide a network of contractors at your disposal should your contractors not be available
Giving YOU the ability to offer superior support to your clients 24/7 365 days ALL Calls answered; evenings, nights and weekends Christmas and all Bank Holidays Included at no extra cost Breakdowns provided of each call/incident and time spent managing on your behalf Daily and Monthly reports provided to give you full visibility on your account so you can provide full details to your landlords/clients
We Pick Up So You Can Power Down
We take on all on-site emergencies from triage to action
We simplify seamless message taking
Our experienced team will make the right calls and decisions for you
Our management team have many years of property experience
Saving £££’s our clients find a genuine return on investment no matter the size
Trusted to deal with our clients end customers
Our skilled team ensure smooth operations across your portfolio
Your reputation is protected
Your responsibilities to those you serve are met, day or night
Award winning property management services
PropCall has over five years’ experience as the UK’s leading provider of call-handling services to the property sector, with expertise in out-of-hours cover—the foundation on which our wider daytime and frontline services were built.
All calls are managed by our trained property managers from our Manchester offices; we do not outsource overseas PropCall is also a proud equal opportunity employer, consistently scoring highly on diversity, equality, and inclusion.
Our team reflects a wide range of ethnicities and backgrounds, ensuring strong communication with tenants from across the UK. This provides us with the grounding and experience to deal with a wide range of property and tenant type, from residential, student housing block management to social and care housing
The dedicated staff assigned (excluding senior management) to look after your account will hold the following roles with the responsibilities outlined below:
Client Services Manager - Responsible for managing a portfolio of clients to ensure seamless service and long-term satisfaction. Duties include: proactive portfolio management by service type; leading onboarding and mobilisation of new contracts; escalating mobilisation risks to the Head of Client Services; monitoring service usage and recommending efficiencies; producing reports to identify support opportunities; maintaining accurate client data; and building strong partner relationships. Acts as first point of contact for complaints, driving retention through effective relationship management, while ensuring compliance with legislation and alignment with PropCall’s values.
Operations Manager - Overall responsibility for the successful service delivery of the daytime and OOH operational teams - Monitoring, supporting and reporting on the performance, attendance, conduct, development and engagement of the front-line teams via effective management of the Property and Team Managers - Ensuring that resource is regularly reviewed and adjusted according to business requirements. Balancing departmental performance and direct wage costs effectively and pro-actively - Ensuring department training material and proof of learning matrix is kept updated with People DeptManaging relationship with client services managers to ensure that initial onboarding is comprehensive and that service complaints are efficiently escalated through the correct channels - Effectively providing an additional senior contact for external stakeholdersManage, audit and maintain the documentation of all departmental processes - In Depth Knowledge of all clients & working ability to complete emergency front line work for all if required
Property Manager - serves as the key escalation point for property and client issues, liaising with Client Services Managers to resolve complaints and support new client onboarding. They ensure team members are informed, engaged, and developed in line with individual plans, provide accurate and timely departmental reporting, and manage resourcing to handle telephony, email, and CRM workloads efficiently, including annual leave allocation. They also support the Senior Team Manager with day-to-day team performance, attendance, and conduct management.
Assistant Property Manager - The Assistant Property Manager supports frontline colleagues and senior management, ensuring day-to-day property management runs smoothly. They maintain service levels, follow client processes, triage issues, handle inbound calls, and liaise with clients to deliver positive outcomes They perform frontline tasks to a high standard, train colleagues, identify process improvements, and uphold company standards, while maintaining a proactive, professional, and supportive work ethic.
Property Assistant - Handling inbound calls, tailoring each call to the needs of the individual client - Proactively recording and processing each inbound call - Ensuring that all notes are recorded accurately in a clear and informative manner - Identifying improvements to client call processes - Ensuring compliance with the company standards - Present a professional company image on behalf of our clients - Property Management triaging - Liaising with client staff to ensure positive outcomes to all reported issues
Property Assistant (seasonal) - Handling inbound calls, tailoring each call to the needs of the individual client - Proactively recording and processing each inbound call - Ensuring that all notes are recorded accurately in a clear and informative manner - Identifying improvements to client call processes - Ensuring compliance with the company standardsPresent a professional company image on behalf of our clients - Property Management triaging - Liaising with client staff to ensure positive outcomes to all reported issues
In relation to the above roles, currently we have the following staff members in those roles and their length of service as employees with PropCall, available to service our clients:
Client Services Manager – 3x staff, avg 3.1 yrs (range 0.6–4.5yrs) Operations Manager – 1x staff, 1 5 yrs
Property Manager – 4x staff, avg 2 7 yrs (range 0 9–4 9yrs)
Assistant Property Manager – 8x staff, avg 1.8 yrs (range 0.6–2.8yrs)
Property Assistant – 12x staff, avg 0.8 yrs (range 0.1–1.8yrs)
Property Assistant (Seasonal) – 4x staff, 0 yrs
As far as senior management, PropCall has:
5 Directors – 3 Directors (5yrs since conception), 2 x Directors (3yrs with PropCall)
2 Senior Management - Head of Sales (25yrs in the property sector) & Head of Finance
All management / directors with property, property management, HR, legal, hospitality, finance or telecoms backgrounds and experience
All calls are answered in our client’s company name or tailored to a preferred greeting. During onboarding, PropCall will agree processes, workflows, and emergency criteria with you, ensuring each call is assessed against your agreed standards
Our trained property managers also apply three core triggers for emergency call-outs:
Threat to asset – risk to property integrity
Threat to health & safety – risk to tenant wellbeing
Threat to reputation – risk to your company standing & reputation
Where a situation is unclear, calls are evaluated against both your criteria and these core triggers to ensure the tenant, property, and you are protected.
We have extensive experience with social and care housing providers (e g , Care Housing Association, Sage Housing, Enabling Me). Any safeguarding concerns are escalated through i d l li d i h
PropCall provides all clients with monthly updates with all relevant information relating to their call volumes, this includes but not limited to:
• Call volumes
• Date/Time of each call
• Answering Agent/Property Manager
• Number received
• Wait Time
• Talk Time
• Call failure rates
Your dedicated account manager can also provide detailed quarterly reports of this information, which will include quality measures, looking at samples of calls throughout the month and the outcomes. In terms of quality assurances, the senior property managers monitor calls, especially longer calls, and score calls on a points system to establish overall customer satisfaction. The scoring system takes into account metrics such as:
• Was the client's greeting stated correctly at the start of the call?
• Were the caller's first name last name phone number property address and email requested?
• Did the agent demonstra
• Did the information in th was the spelling and gram
• Was the message box se
• If the caller was put on h it was used?
• Was the call within AHT K
• Did the agent use good q
• Was the agent clear, calm
• Did the agent follow the
• Was correct terminology
• Was the caller made awa
• Was the information repe
• Was the agent confident
PropCall uses a specialist call-handling platform called nCall, designed specifically for the call answering sector. The system stores client processes, procedures, links, and information sheets in one place, while displaying key details such as call scripts, contact lists, and escalation routes. When a call is completed, nCall can automatically generate a notification email. Any data entered during the call is sent to the client via an HTML email, ensuring full transparency on every interaction.
Custom forms within nCall enable structured, client-specific data capture For social housing clients, the information typically shared includes:
· Caller name and contact details
· Address
· Call category (e g , leak, electrical issue, heating, drainage, etc ) Call summary, actions taken, and next steps
Emails are designed for clarity, allowing clients to easily understand the nature of each call. Formats are fully customizable to client requirements. nCall also records all inbound and outbound call details including contact data, call category, and duration for audit purposes
Each property manager uses two screens for efficiency.
Screen 1: Displays the nCall software and telecoms platform, including the client’s answering script, contact links, process notes, and video call interface for maintenance triage
Screen 2: Provides the property manager the ability to navigate a clients CRM system, or specific property lists and further information used for scheduling works and logging enquiries.
This dual-screen setup ensures property managers have immediate access to all relevant information. Notes from nCall can be easily copied into our CRM system to maintain communication consistency.
"Having used PropCall now for over 3yrs we are extremely happy with the reliable, expert service received, especially as they understand our property management requirements...the team at PropCall manage our out of hours enquiries exceptionally, with the same level of care our own property managers do, a truly welcome extension to our company."
Natasha Kendle MARLA Beresfords
PropCall is able to provide a number of different reports. Every call report is sent via text/email and looks similar to the example below:
The above reports detail each and every call received and general notes Your dedicated account manager will then provide reports on a weekly / monthly / quarterly basis on the following information :
Received calls
Answered
Abandoned
%'s
Avg. wait
Avg. talk
With the senior property managers evaluating calls using the reports seen below to ensure that customer satisfaction is being met to the highest levels of service expected by our clients and PropCall.
PropCall uses a one-way video calling system that requires no app download residents simply receive an SMS and join via their mobile browser This technology enhances traditional support by providing visual assistance, particularly for issues like boiler breakdowns or tripped electrics. Video calls improve customer experience through immediate, personalised support and enable residents to self-serve where possible.
SMS, WhatsApp or Email
Supports all major mobile browsers
No need for an app
Ability to use a LIVE pointer on a LIVE stream to help navigate the tenant
Draw on images with pointers, arrows and text
Save images for reporting and future reference
Remote assistance software allows you to share screen to all devices
Remote Zoom Ability to extract data from images - VIN, BARCODE, Model no.
Saving £££’s to help stop emergency call outs
Easy documentation and record-keeping of calls
Reduction in unnecessary emergency contractor visits, saving you significant costs
Lower carbon emissions, supporting environmental commitments
We instruct emergency contractors on less than 5% of calls taken
Real Property Managers. Real-Time Call Handling
For Sage Housing, over 12 months (Aug 2024 – July 2025) we received 10,297 calls, with an 85% answer rate, and an average talk time of 04.51 mins
We Answer. You Grow
The PropCall org chart demonstrates a robust structure with multiple escalation layers: Property Assistants are supported by Assistant Property Managers and Property Managers, who report to Senior Property Managers.
Staffing & Erlang C
We use Erlang C to determine required call-handling staff and overlay experience to ensure adequate coverage. Our staffing is sufficient to provide excellent service levels across our cur pro Tra Our ens sick Cal Pro with
PropCall leverages a robust combination of systems and infrastructure to deliver an awardwinning out-of-hours property management service, supporting over 400,000 units nationwide. Our platforms are designed with resilience, scalability, and agility in mind, ensuring minimal disruption to clients and residents in the event of unforeseen incidents.
Our primary telephony platform is a custom-built cloud phone system, managed by Gixo and hosted on a dedicated cloud server. To ensure service continuity, this platform is supported by a mirrored failover system hosted in a separate data centre. In the event of a primary system outage, calls are automatically rerouted to this mirrored environment, ensuring maximum uptime and seamless service delivery.
As an additional layer of protection, calls are routed through the Gamma SIP Trunk Call Manager (STCM), which monitors connectivity and reroutes calls to an alternative system Eve Hosted Business Telephony (powered by the 9Nine Group) whenever service interruptions are detected This setup allows for real-time routing adjustments, providing flexibility to direct calls to alternative locations if required.
In the rare event of a catastrophic systems failure, PropCall has the capability to divert calls to external mobile devices, ensuring communication with residents and contractors is maintained under all circumstances
For operational processes, including call management, we use nCall software in conjunction with secure company-shared drives These drives store all client procedures, escalation protocols, and portfolio information, accessible exclusively by authorised senior property managers to maintain security and compliance.
If the nCall platform becomes unavailable, we have pre-configured physical handsets capable of operating independently of the software, ensuring uninterrupted service during a software-level disruption
While our BC/DR framework is designed for high resilience, we recognise several potential risks and address them proactively:
Data security breaches during failover - All backups and mirrored systems are hosted on secure, encrypted servers with strict access controls and regular penetration testing
Extended cloud or network outages - We maintain relationships with multiple Tier 1 providers, enabling rapid failover to alternative carriers if connectivity issues persist.
Human error during disaster recovery activation - Comprehensive BC/DR training is conducted quarterly, supported by documented playbooks and automated routing configurations to minimise manual intervention.
Capacity limitations during widespread outages - Our systems are load-tested regularly and can be scaled dynamically to handle surges in call volumes during peak events or national outages
Single point of failure in management oversight - Cross-trained teams and clearly defined escalation pathways ensure continuity even in the event of staff unavailability. Continuous Testing and Improvement
Our BC/DR strategy is regularly tested and reviewed, with at least bi-annual failover simulations and performance audits.
Lessons learned from each exercise are integrated into updated procedures, ensuring our resilience strategy evolves alongside changes in technology, regulations, and client requirements
At PropCall, we take great pride in our robust Diversity, Equity, and Inclusion (DEI) policy, which is deeply embedded throughout the entire employee lifecycle from talent acquisition and recruitment to our everyday workplace culture In fact, the highest-rated question in our last three biannual employee surveys has consistently been: 'PropCall values diversity and promotes inclusivity in the workplace,' most recently achieving an impressive score of 4.7 out of 5.
We provide multiple channels: regular one-to-one meetings, staff surveys, and accessible grievance procedures Union representation for an employee is allowed in formal settings if arranged by the employee.
For smaller teams or subcontracted workers, we have individual feedback mechanisms (e.g., surveys or suggestion boxes).
Schedule biannual engagement surveys, with results shared and acted upon
Planned Actions:
We have a biannual survey and plan to formalise the employee voice policy by April 2026
Organise worker forums or drop-in sessions, open to all involved in contract delivery
Training budgets are allocated for ongoing development of all workers.
Induction programmes, upskilling workshops, and peer-mentoring are already in place for direct employees.
Planned Actions:
Introduce personal development planning for anyone engaged, with tailored opportunities (e.g., online modules, shadowing).
Monitor training uptake and measurable outcomes (knowledge, skills, satisfaction)
Our standard contracts guarantee minimum hours or flexitime arrangements based on role needs. We do not use exploitative or inappropriate zero-hours models.
PropCall ensures all new contracts, including with agencies or subcontractors, explicitly avoid zero-hours structures unless legitimately required (e.g., on-call roles with defined parameters).
We maintain data on gender pay gaps, with transparent reporting where applicable, and are able to provide reports if required.
Recruitment practices include blind CV reviews, diverse panels, and inclusive job adverts
We support underrepresented groups with adjustments and equity-focused initiatives where applicable.
We provide flexible working arrangements from day one flexitime, remote options, or adjusted hours as standard.
We oppose and do not engage in fire-and-rehire tactics.
Provide accessible policies and communications so that all workers understand their rights and available options.
Planned Actions:
Conduct a formal gender pay audit and produce an improvement plan if gaps are identified.by April 2026
Continue to ensure inclusive recruitment practices, accessible workplaces, and supportive policies (e.g., for caring responsibilities).
Offer diversity and inclusion training across all involved parties in contract delivery.
Monitor workforce composition and progression, including subcontractors, and aim for greater diversity over time
Embed these principles in supplier agreements and monitor adherence.
From maintenance calls to emergencies we’ve got it covered, day or night —