PropTalk Magazine Issue Number 01

PROPERTY MANAGEMENT SUPPORTING PROPERTY MANAGERS 24/7

TALK A YEAR OF GROWTH & ACHIEVEMENT JAN, 2026

ISSUE NUMBER 01

CELEBRATING MILESTONES AND LOOKING AHEAD

PROPERTY MANAGEMENT NEWS & VIEWS

NAVIGATING UK PROPERTY MANAGEMENT IN 2026: WHY SPECIALIST COMMUNICATION IS CRITICAL

The UK property management sector is entering 2026 at a pivotal moment. Across traditional residential portfolios, Build-to-Rent (BTR) schemes, Purpose-Built Student Accommodation (PBSA), block management, and social & care housing, operators face rising regulatory demands, more complex portfolios, and higher tenant expectations.

In this landscape, communication — both daytime and out-of-hours — has become a strategic function. How calls, queries, and incidents are handled affects compliance, tenant satisfaction, and ultimately growth. PropCall’s specialist call handling services, bespoke to the property management sector, are now more important than ever.

A SECTOR-WIDE OVERVIEW TRADITIONAL PROPERTY MANAGEMENT The UK property management market is forecast to reach £33.5 billion in 2026, growing steadily as more landlords outsource management tasks.

Residential property managers are dealing with moderating rental growth (2–2.5%), increasing compliance requirements, and a more professionalised tenant base.

Pressure to maintain service quality while scaling portfolios makes efficient, reliable call handling essential for tenant retention and operational efficiency.

BUILD-TO-RENT (BTR) BTR continues its rapid expansion, with over 300,000 homes in the pipeline and institutional investment exceeding £5–6 billion annually.

Growth is occurring not just in London but across regional hubs like Manchester, Birmingham, Leeds, and Nottingham.

BTR tenants expect professional, high-quality service, and portfolios scale faster than internal teams can often handle. This makes daytime overflow and out-of-hours call handling a critical support function.

PURPOSE-BUILT STUDENT ACCOMMODATION (PBSA) PBSA occupancy remains high, above 90%, driven by domestic and international student demand.

New supply is constrained, making resident experience and retention vital.

PBSA operators face complex welfare, maintenance, and safety calls, often outside office hours. Professional call handling ensures every student receives timely, accurate responses, protecting reputation and compliance.

BLOCK MANAGEMENT Professional block management is essential as buildings grow larger and regulatory demands — from fire safety to service charge transparency — increase.

London remains the largest market, but growth in regional cities is significant.

Block managers must balance resident communication, maintenance, compliance, and administrative responsibilities. PropCall allows teams to scale without adding fixed staffing costs while ensuring compliance and service quality.

SOCIAL & CARE HOUSING Providers face increased scrutiny on safety, tenant welfare, and regulatory compliance.

Calls may involve vulnerable residents, care-related emergencies, and maintenance issues, requiring sensitivity and professionalism.

Out-of-hours support is essential to protect residents, meet statutory duties, and maintain trust in these critical services.

WHY 2026 MAKES COMMUNICATION A STRATEGIC PRIORITY Across all property sectors, common challenges are emerging: 1. 24/7 Expectations: Tenants, residents, and leaseholders expect rapid, professional responses — day or night. Emergencies cannot wait until office hours.

2. Portfolio Scaling: As BTR and block management operators expand, call volume grows faster than internal teams can handle. Overflow support ensures quality is maintained at scale.

3. Regulatory Compliance: From Building Safety and Fire Safety Acts to social housing welfare standards, accurate logging and escalation of calls is critical.

4. Tenant Experience and Retention: Professional, courteous communication directly affects satisfaction, retention, and reputation.

5. Operational Efficiency: Freeing internal teams from high-volume or routine calls allows them to focus on strategic, revenue-generating, or compliance-critical tasks.

HOW PROPCALL SUPPORTS GROWTH ACROSS SECTORS PropCall provides bespoke call handling services for the property management sector, designed for both daytime overflow and out-of-hours coverage. Here’s how we add value across different sectors:

Sector

Key Benefits of PropCall Services

Residential Property Management

Supports portfolio growth without increasing staff; maintains tenant satisfaction; ensures calls are accurately logged for compliance.

BTR

Handles high-volume queries across multiple schemes; ensures consistent service quality across regional and urban developments.

PBSA

Manages student welfare, maintenance, and safety calls; protects occupancy and reputation; captures accurate records for audits.

Block Management

Addresses resident queries, maintenance requests, and service charge issues; ensures 24/7 coverage; frees internal staff for strategic tasks.

Social & Care Housing

Provides sensitive handling for vulnerable residents; ensures statutory compliance; logs and escalates calls efficiently.

By integrating PropCall into operational workflows, property managers can scale confidently, reduce risk, improve resident experience, and strengthen compliance — all while focusing internal resources on high-value tasks.

Client Growth & Achievements 2025 was a milestone year...

We’re proud to announce that we now support

329 clients and manage over

400,000 units across the UK, providing fast, professional, and reliable tenant support 24/7.

2025 Statistics Top Ticket Types Loss of Heating / Hot Water

20.3%

Leak

17.2%

Other

14.5%

Lockout

10.4%

Electricity

9.6%

Drainage

4.7%

Door Entry

4.7%

Alarm

4.2%

Fire Alarm

2.7%

Lift / Elevator Breakdown

1.6%

Heating & Hot Water

1.4%

Loss of Water Pressure

1.0%

Pest Control

0.6%

Gates / Roller Shutters / Barriers

0.6%

Emergency

0.6%

[Other Reaon]

0.6%

Plumbing

0.6%

Electrical

0.5%

Gas Leak

0.5%

Plumbing / Leak

0.3%

Reactive Repair

0.3%

Property Management - non urgent

0.3%

Unauthorised Access

0.3%

Heating / Hot Water

0.2%

Emergency Maintenance

0.2%

Flood

0.2%

External Leak

0.2%

Fire

0.2%

Internet

0.1%

Noise Complaint

0.1%

Lock Out

0.1%

Appliance

0.1%

Delivery

0.1%

Door Entry / Access Control

0.1%

Loss of Water Supply

0.1%

0%

20%

40%

LOOKING AHEAD: 2026 AND BEYOND

The UK property management landscape is more demanding, regulated, and professionalised than ever. With growth in BTR, PBSA, and block-managed buildings, and ongoing requirements in social and care housing, effective communication has moved from being operational support to strategic enabler.

Businesses that fail to address tenant/resident communication risk: Lower satisfaction and higher turnover Compliance failures Operational inefficiencies Damaged reputation Those that embrace bespoke call handling solutions like PropCall gain: Scalability without excessive staffing costs Improved tenant/resident experience Stronger compliance and audit readiness Operational resilience to support portfolio growth

CONCLUSION As we head into 2026, the property management sector is at an inflection point. Growth, regulation, and tenant expectations demand professional, reliable, and responsive communication.

PropCall is not just answering calls — we are a strategic partner for property managers, BTR and PBSA operators, block managers, and social & care housing providers. Our services ensure that every call is handled professionally, every issue is logged, and every resident or tenant feels supported — enabling companies to grow confidently, efficiently, and sustainably in the evolving property landscape.

UK PROPERTY MANAGEMENT MARKET (2026)

MARKET SIZE & GROWTH The UK property management sector is projected to grow steadily in 2026.

Estimated annual revenue is ~£33.47 billion, up from around £32.95 billion in 2025 — a ~1.6% increase year-on-year.

BUSINESSES & INDUSTRY STRUCTURE There are approximately 24,000 property management businesses operating in the UK as of 2025, with moderate growth in firms year-on-year.

UK RENTAL MARKET & TENANT DYNAMICS Rents & Demand Rents are forecast to rise more slowly in 2026 — roughly 2–2.5% — as the private rented sector enters a calmer phase compared with recent years of steep growth.

Supply has improved in 2025–2026 with more rental stock listed and slightly longer marketing times, easing pressure.

However: Rental demand remains above pre-pandemic levels even as growth cools.

Affordability Pressure: Tenants continue to spend a large share of income on rent, reflecting long-running supply shortages and higher cost burdens in many regions.

UK HOUSE PRICES & MARKET CONDITIONS House Price Trends Overall house price growth has slowed — in late 2025 averages were at multi-month lows — but forecasts still expect modest growth (c. 1–4%) in 2026.

Construction Sector Context The UK construction and housebuilding sector has endured one of its longest downturns since the 2008 financial crisis, which could slow the supply of new homes and rental units.

This dampened supply can indirectly sustain rental demand and support property management workloads even if prices are flat or mildly rising.

INVESTMENT & YIELD CONSIDERATIONS (2026) Rental Yields Expected average gross rental yields in 2026 are forecast around ~5.2–5.8% across the UK — influenced by continued demand and supply constraints.

Some regional segments (e.g., student housing or key northern cities) could see higher yields due to undersupply and local demand dynamics.

KEY MARKET FORCES AFFECTING 2026 Regulation & Compliance New rules like the Renters’ Rights Act and potential tax changes are shaping landlord behaviour, increasing compliance costs, and influencing operational strategy.

Market Rebalancing Rental growth is decelerating while supply is rising — a shift from the highly competitive market of recent years.

Regional Variation While London remains central, regional markets (North, Midlands, student cities) are increasingly influential for both rental demand and yield prospects.

Summary — UK 2026 Property Management Snapshot 2026 Outlook (UK)

Aspect Property Management Market Size

~£33.47 billion (1.6% growth)

Number of Businesses

~24,000+

Rent Growth

~2–2.5% (moderating)

Rental Yields

~5.2–5.8% nationally

House Price Growth

Modest (1–4%) forecast

Market Drivers

Supply increases, policy changes, regional shifts

IMPLICATIONS FOR PROPERTY MANAGERS & INVESTORS Operational focus: Efficiency, compliance, and service quality remain central as tenant and regulatory expectations shift.

Portfolio strategy: Consider regional diversification and high-demand niches (e.g., student housing).

Risk management: Monitor regulatory changes (tenant protections, tax treatments) that affect profitability and turnover.

UK BUILD-TO-RENT (BTR) SECTOR OVERVIEW & GROWTH (TO 2026)

1. SECTOR SIZE & PIPELINE The BTR sector has expanded rapidly over the past five years, with the number of homes increasing by more than 170% since 2019. As of the latest data, the combined total of completed, under-construction, and consented BTR homes is over 300,000 units in the UK — a major milestone showing the sector’s expanding footprint.

Within that pipeline: ~140,000 homes are completed. ~55,000 are under construction. ~106,000 have full planning permission.

Implication: While BTR is still only ~2% of the overall private rented sector (PRS), it is growing into a meaningful share of the market — especially in major regional cities.

2. INVESTMENT TRENDS & FORECASTS Investment in UK BTR has been significant: 2024 saw record investment exceeding £5 billion — the fifth consecutive year of growth.

2025 investment was forecast to potentially reach ~£6 billion, driven by record activity and larger deals.

Mid-2025 data also shows strong capital under offer and evidence of renewed investor confidence going into 2026.

2026 Outlook: Although detailed forecasts for 2026 aren’t yet widely published, current market indicators suggest capital flows will remain strong — assuming economic conditions stabilise and borrowing costs fall modestly (as broader UK market forecasts anticipate easier credit in 2026).

3. REGIONAL AND SUB-SECTOR TRENDS Geographic Expansion London continues to represent the largest individual BTR market, but other cities are catching up quickly.

Outside London: Birmingham has one of the fastest growing regional BTR markets.

Manchester’s BTR penetration is high relative to its PRS base (~20%).

Diversification: Hybrid Models The emergence of single-family rental (SFR) and co-living models within BTR is broadening investment appeal and tenant segments. These now account for an increasing share of the development pipeline.

2026 Trend: Growth in non-traditional BTR formats, such as SFR and coliving, will likely accelerate as developers seek broader investor interest and appeal to different renter demographics.

4. RENTAL GROWTH & DEMAND INDICATORS Despite some softening in rental inflation reported in the broader market, specialist forecasts for BTR expect rental growth to remain resilient: Analysts from property consultancies have forecast rental growth in the broader PRS to be around ~4% annually — reflecting continued undersupply that benefits professional BTR landlords.

For BTR specifically: Institutional tenants typically pay a premium for professionally managed, amenity-rich developments, and so rents in BTR schemes are often more stable — even in mixed market conditions.

5. RISKS & HEADWINDS (ENTER 2026) Development & Construction Challenges The UK construction sector has been in an extended downturn with slow starts on new sites — partly due to planning delays, cost pressures, and regulatory uncertainty.

BTR starts have lagged behind completions in recent quarters, especially in London, signalling pipeline delivery risks if planning and financing conditions do not improve.

Economic Environment Broader UK housing market confidence has been subdued into late 2025, with some recovery anticipated only by spring 2026.

Implication for BTR: While long-term fundamentals remain strong, near-term delivery may stall if broader construction activity does not pick up, especially given cost pressures and financing conditions.

Summarised Forecast — Build-to-Rent UK (2026) Metric / Trend

2026 Expectation

BTR total stock

>300,000 homes (completed/under development/planned)

Investment levels

Strong, potentially stable ~£5–£6bn annual flows (continuing 2024–25 trend)

Rental growth

Positive, supported by undersupply (~4%+ p.a.)

Regional growth

Increasing outside London in Birmingham, Manchester, Leeds etc.

Sub-sector diversification

Growth in SFR and co-living components

Construction risks

Ongoing headwinds could delay delivery timing

PURPOSE-BUILT STUDENT ACCOMMODATION (PBSA)

1. INVESTMENT & MARKET ACTIVITY Strong Investment Flows UK PBSA investment hit ~£3.9 billion in 2024, a 14 % rise compared with 2023 — showing robust capital movement into the sector.

Early 2025 investment was also healthy: • ~£744 million in Q1 and ~£830 million in Q2 2025.

Knight Frank’s pipeline signals continued investor interest with c. 200,000 PBSA beds in development nationally.

2026 Outlook: Investment momentum is expected to remain steady, supported by ongoing demand from both domestic and international students — although capital may be more selectively deployed given higher construction costs and some regulatory delays.

2. SUPPLY VS DEMAND & CONSTRUCTION TRENDS Supply Constraints The UK continues to have a structural mismatch between student accommodation supply and demand: – Annual delivery has lagged the estimated need of ~60,000 beds per year.

– Around 23 % of the pipeline PBSA beds were under construction as of 2025, with the rest still in planning.

Demand Drivers International student numbers remain well above pre-COVID levels, supporting ongoing demand.

Universities are expanding and recruiting globally, putting upward pressure on demand for quality PBSA. 2026 Forecast: With continuing undersupply, strong student demand — especially from international cohorts — is likely to maintain high occupancy rates (>90 % nationally), albeit with some regional variation.

This dynamic supports a favourable environment for PBSA property management, with consistent leasing cycles and steady rental income.

3. RENTAL GROWTH & OPERATING CONDITIONS Rental Growth Trends Pre-Covid PBSA rental growth was generally strong; recent forecasts suggested 3–5 % per year through 2026 as the market normalises after pandemic effects.

Occupancy Patterns Some large operators (e.g., Unite Students) reported slowing room bookings for AY 26/27, hinting at softer leasing cycles or later booking patterns compared with recent years.

City markets like London saw occupancy rates near ~91 % in late 2025, suggesting strong core demand but slightly softer traction than historic peaks.

Management Implication: Property managers should expect slightly slower leasing cycles and strong occupancy, but also potential local variation (e.g., some cities may fill more slowly or have room availability). A proactive leasing and retention strategy will be key — including flexible terms for international students.

4. OPERATIONAL TRENDS AFFECTING PBSA MANAGERS Growing Professionalisation Like Build-to-Rent, PBSA is increasingly managed by professional property managers rather than individual landlords, with tenant services and experience highly valued — including amenities, digital platforms, and community engagement.

Modernisation & Retrofitting A significant share of existing PBSA stock (around 65 % built before 2012) is considered ripe for modernisation — offering opportunities for value-add repositioning, ESG improvements, and premium rental yield capture.

Regulatory & Cost Pressures Development and delivery remain constrained by rising construction costs and compliance requirements (e.g., Building Safety Act), making new supply slower to reach the market.

Management Trend: Portfolio owners increasingly consider retrofits and asset refurbishment as an alternative to new-build, to improve quality and meet evolving student expectations.

5. REGIONAL DYNAMICS City Hotspots London, Manchester, Birmingham, Leeds, and Nottingham continue to be key PBSA markets due to large student populations and strong institutional demand.

Regional cities often deliver higher rental yields than London due to supply constraints and strong local student demographics.

Summary – UK PBSA Market 2026 Indicator

2026 Outlook

Investment volumes

Steady to robust, building on ~£3.9 bn+ annual activity.

Development pipeline

~200k beds in play, constrained but active.

Occupancy

Strong overall (>90 %) with regional variance.

Rental growth

Moderate (3–5 % range), normalising after pandemic surges.

Management trends

Professionalised, digitally enabled, focus on service quality.

Supply pressure

Undersupply persists; retrofit opportunities rising.

BLOCK MANAGEMENT

MARKET SIZE & GROWTH OUTLOOK (2026) Strong Demand and Professionalisation The UK property management market — including block management — is poised to reach around £33.47 billion in annual revenue in 2026, continuing modest growth following post‑pandemic recovery.

Demand for professional block management services is rising because buildings — especially larger or high‑value blocks — are subject to increasing safety and compliance requirements that many leaseholders find difficult to manage themselves.

Market Structure There are hundreds of block management firms in the UK, with a range of scales — from national names with thousands of buildings under management to specialist regional operators London dominates activity due to the concentration of flats and leasehold properties — circa 76% of residential block management demand is in London, followed by significant shares in Birmingham, Manchester and Liverpool.

Self‑Management Declining As safety, compliance and regulatory complexity increase — especially after major safety reforms — self‑managed blocks are decreasing, with professional block management taking on more properties as leaseholders opt out of managing responsibilities themselves.

KEY TRENDS SHAPING BLOCK MANAGEMENT IN 2026 1. Regulation and Compliance Burden Block managers must navigate: Safety standards (Fire Safety Act, Building Safety Act) Service charge transparency expectations Leasehold reform pressure These regulatory forces are making professional block management indispensable for many buildings, especially larger complexes.

2. Digital Transformation The sector is increasingly integrating: Cloud‑based systems Maintenance tracking platforms Communications automation AI‑driven workflows These technologies improve accuracy, resident satisfaction, and reporting — essential for compliance and transparency.

3. Resident Expectations and Service Quality Residents now expect: Rapid responses to maintenance issues Clear communication Digital channels and self‑service options Growing expectations are pushing block managers to upscale their operational capability, often requiring external support for customer contact and responsiveness.

CHALLENGES BLOCK MANAGERS FACE IN 2026 Volume of Resident Communication

Risk of Poor Responsiveness

Cost and Staffing Pressure

Block managers receive: Maintenance queries Safety concerns Service charge questions Access and amenities issues

Unanswered or slow responses damage: Resident satisfaction Leaseholder confidence Reputation and renewals

Hiring 24/7 in‑house support is costly — making flexible, scalable solutions a priority.

Without dedicated support, teams can quickly get overwhelmed.

Effective communication is core to performance.

WHY BLOCK MANAGEMENT IS A STRATEGIC GROWTH SECTOR Block management is not a static commodity; it is: A professional category driven by compliance, complexity, and service expectations.

A growth area within broader property management due to portfolio expansion and legislative demands.

As the block management sector becomes more demanding and competitive, quality of service becomes a differentiator — not just in routine operations, but in resident experience and safety outcomes.

HOW THIS RELATES TO PROPCALL’S VALUE PROPOSITION Given this context, here’s why PropCall’s out‑of‑hours and daytime overflow call handling services are especially relevant and powerful for block managers: 1. Block Management Is Communication‑Heavy Blocks generate round‑the‑clock communication needs — from urgent issues (water leaks, security alarms, access problems) to routine resident enquiries.

Poor handling can escalate into complaints, safety breaches or compliance risks.

PropCall ensures every contact is answered professionally, regardless of time or volume.

2. Supports Regulatory Compliance and Record Keeping With safety and service charge transparency under scrutiny, accurate call records and escalation logs matter.

PropCall provides detailed logging and client‑specific protocols — reducing risk of omissions or disputes.

3. Enables Scalability Without Fixed Overheads Block managers often juggle varying property sizes and portfolios. PropCall allows: Scaling support with demand No need for 24/7 in‑house staff Controlled cost model This flexibility enables block managers to pursue growth without operational strain 4. Enhances Resident‑Facing Experience In a market where resident satisfaction affects retention and reputation — particularly in competitive urban environments — responsive, courteous, and knowledgeable call handling contributes directly to service quality.

5. Frees Up Specialist Staff for High‑Value Tasks By handling call volumes — especially outside normal hours or during peaks — PropCall allows block managers to focus internal time on: Compliance programmes Major works coordination Client reporting Strategic portfolio growth

Summary — Block Management + PropCall Sector Trend

Why PropCall Matters

Regulatory & safety complexity

Ensures compliant, logged communication

Digital transformation expectations

Seamless integration with workflows

High resident communication demand

Handles volume effectively and professionally

Cost and staffing pressures

24/7 service without full‑time staffing costs

Growth and portfolio scaling

Supports expansion with flexible capacity

In 2026, the block management landscape is more demanding than ever — and communication is at its centre.

Client Feedback : Our 2025 Net Promoter Score We asked our clients how likely they are to recommend PropCall — the results are strong and encouraging.

Our Net Promoter Score (NPS): +21.2 Average rating: 7.8 / 10

What does +21.2 mean?

→ → → →

🚨

Below 0 Needs improvement 0–20 Acceptable / early maturity 20–40 Strong, trusted partner 40+ Best-in-class / embedded supplier

🙂 💪

Our current rating

🌟

Our score places PropCall firmly in the “strong, trusted partner” range for a B2B service provider.

Client Breakdown Promoters (9–10): 42.6% Passives (7–8): 21.2% Detractors (0–6): 36.2%

What Clients Are Saying “The service is great and covers all our needs.”

“I would absolutely recommend these services without hesitation.”

“Quality and reliability of the service.”

“Staff are brilliant, happy to help - no question goes unanswered.”

“Frontline team great, and well priced.”

This feedback directly reflects the professionalism, responsiveness, and care shown by our frontline day, and out of hours teams every day.

Room for Improvement (And What We’re Doing) Alongside the positive feedback, clients kindly shared a few areas where we can continue improving consistency and clarity.

Main complaints from tenants have been:

1. Unable to get through on phone.

2. Slow response in sending contractors. You leave a message with a contractor and ask for them to attend. You do not follow up and sometimes it is hours before you send an alternative contractor.

3. Lack of empathy from staff. I understand your staff deal with emergencies every day but for tenants these are distressing situations.

Additional client suggestions and our resolve: Better call quality from front-line staff delivering the service Focused training and quality reviews will be strengthened.

Clearer and more proactive communication around updates or issue We will work on improving update frequency and clarity.

More flexible pricing or package options This feedback has been shared with leadership for consideration.

More detailed monthly call breakdowns Clients would like clearer information on who called, why they called, and outcomes.

Reporting improvements will be explored.

Inconsistency in quality call handling Our priority will be delivering a consistently high standard across every interaction.

Key Events & Conferences PropCall 2025 was full of exciting events and networking opportunities.

EA Masters 2025 The Negotiator Conference + Expo RAN Conference 2025 PropCall 5th Anniversary

KEY EVENTS & CONFERENCES

This year, PropCall made an impact at EA Masters, The Negotiator Conference + Expo, and the RAN Conference, where we connected with hundreds of industry professionals. To make the experience unforgettable, we brought along popcorn and hosted an exciting competition for attendees to win a pair of hand-painted branded shoes, custom-designed

by Daniel Lee from CMD Customs. It was an incredible way to engage, have fun, and showcase our commitment to the property community.

RAN CONFERENCE

5th ANNIVERSARY

ANNIVERSARY

Party

Party

Celebrating 5 Years of PropCall!

We celebrated our 5th Anniversary with a special party for the PropCall team. It was an evening to reflect on our journey, recognize the hard work of everyone who made 2025 such a success, and enjoy some well-deserved fun together. It was a night full of laughter, memories, and team spirit — here’s to the next five years!

CELEBRATING GROWTH & ACHIEVEMENT At PropCall, we believe in nurturing talent and rewarding dedication. 2025 has been an exciting period of growth, with several team members earning well-deserved promotions.

Their hard work, commitment, and passion for delivering exceptional service to our clients make PropCall stronger every day.

PROMOTIONS: Mark Broadhurst – Head of Finance (T3 B6) › Group Finance Director (T3 B7) Haroon Choudhury – Property Manager (T2 B3) › Senior Property Manager (T2 B4) Saira Mokaddus – Finance Assistant (T1 B2) › Assistant Accountant (T2 B3) Amal Mohamed – Assistant Property Manager (T1 B2) › Property Manager Secondment (T2 B3) Jimmy Esso – Assistant Property Manager (T1 B2) › Property Manager (T2 B3) Marya Akbar – Property Assistant (T1 B1) › Assistant Property Manager (T1 B2) Grace Uka – GOLDEN TICKET – Property Assistant (T1 B1) › Assistant Property Manager (T1 B2)

Thanks to all of you for sharing your thoughts – here’s what you told us.

Overall Employee Satisfaction up from 82.6% (June 25) to 86.5% with a response rate of 79%

Top Scoring areas overall were…

My Manager is approachable and provides constructive feedback & support.

4.8 /5

PropCall values diversity and promotes inclusivity in the workplace.

4.7 /5

There is at least one person at PropCall who cares about my wellbeing.

4.5 /5

I am proud to be associated with PropCall.

4.5 /5

⭐

⭐

⭐

…all backing up our people focused culture…

⭐

CUSTOMER TESTIMONIALS THORPE & CO

MARTIN & CO CANTERBURY

“Always a great service for our tenants who call PropCall out of hours service, issues dealt with swiftly and accurately on a call or video call, thanks to the team!”

“It is such a relief to have our out of hours covered efficiently by Propcall - no more calls in the middle of a dinner out!!”

YOUR HOME MANAGED DHM PROPERTIES, LEEDS “We have used PropCall for over 3 years now, they cover our phones out-of-hours. The team at PropCall are always polite and approachable and offer a fantastic service.

They are an extended part of our team and our tenants also appreciate the additional service they provide :)”

“Dealing with the team at PropCall over the years has been amazing. Very clear communication and an overall excellent service. Would recommend them to any company needing an Out of Hours call handler!”

MOCHA PROPERTY MANAGEMENT “Great company - they allow us to be 24 hours to our customers. They are also wonderful at communication - we'd be lost without them now!”

RAMSEY & WHITE “Just joined Propcall, so far they have been fantastic!”

HOMESMART “Great service”

DOMLETS “Great Company to deal with. Taking your business like you would be the only one they would deal with. Saved me lots off stress and finally I can sleep stress free at the weekends as I know they will answer my calls. Thank you for your great customer service”

INFINITY PROPERTY SOLUTIONS “Propcall provides a great efficient service”

WRIGHTS “We use PropCall for our out of hours service, they cover our phones between 5pm-9am (+ weekends & bank holiday's).

The team at PropCall have completely exceeded our expectations. There is no other company that offers the level of specialist out-of-hours service as PropCall.

They are professional, responsive and offer a fantastic service. They are an extended part of our lettings agency!”

FOXBRUSH “The best thing about PropCall is that their staff actually apply judgement and good sense - in my experience, other out of hours companies usually just send a contractor without a second thought. In my experience, the PropCall team spend time actually understanding what the issue is and what the best way forward it, they've also helped deal with some very upset residents in the past and have done a great job.”

SWIFT PROPERTY “Thank you for your after hour service, it truly helps us to have peace of mind!“

ROAD ROAD TO TO

1,000,000 1,000,000 1,000,000

ROAD TO 1,000,000 UNITS BIG AMBITIONS 2026 is promising to be an outstanding and innovative year for both PropCall and the property management industry. We’d like to see

PropCall

standing

at

the

forefront

of

the

property

management industry, redefining how landlords, tenants, and communities connect. With a commitment to innovation, transparency, and efficiency, PropCall leverages cutting-edge technology to streamline operations, enhance tenant experiences, and maximize our clients reputations whilst increasing both staff and tenant satisfaction. As the property management landscape evolves, and the demands of modern living grow, PropCall empowers property managers to navigate the complexity and nuances of property management with confidence while fostering vibrant, well-managed communities. More than a service provider, PropCall is a partner in building the future of property management—where every property thrives and every resident feels valued. We are focussing our efforts in Q1 2026 on surpassing our clients expectations, using the feedback we received from our client survey to hone our services, on our road to manage 1,000,000 units nationwide.

CONFESSIONS OF A PROPERTY MANAGER: WHERE LOGIC COMES TO COLLECT RENT (AND THEN LEAVES AGAIN).

IT’S FINE Working in property management is a bit like being the responsible adult at a children’s party—except the children are grown-ups, the party never ends, and something is always on fire (usually the boiler).

People often ask what property managers actually do all day. The short answer is: crisis management, emotional support, amateur plumbing diagnosis, and explaining the same thing 47 times using progressively simpler words.

THE PHONE CALL OLYMPICS Every day/night begins with the same gamble: answering the phone.

“Hello, “property management”, how can I help?”

Tenant: “Hi, yes, this is an emergency.”

You immediately brace yourself for flooding, fire, or structural collapse.

Tenant: “The light bulb in the hallway has gone out.”

At this point, you gently explain that this does not meet the legal definition of an emergency. They disagree. Passionately.

EMAILS: A PERFORMANCE ART Property management emails are their own genre. Some highlights include: Sent at 2:13 a.m.: “WHY HAS THIS NOT BEEN FIXED YET???”

Sent immediately after: “Sorry for the caps lock, but this is URGENT.” Sent two minutes later: “I will be contacting my lawyer.”

The issue? A dripping tap that started dripping yesterday.

EVERYONE HATES YOU (EQUALLY) One of the joys of property management is achieving something few professions can: disappointing clients/landlords and tenants simultaneously.

Landlords think you’re too soft.

Tenants think you’re too heartless.

Contractors think you’re too demanding.

Your inbox thinks you’re too optimistic.

When a repair costs money, the landlord/agent sighs heavily. When it takes time, the tenant sighs louder. When it’s fixed, no one notices.

THE MAGICAL WORLD OF MAINTENANCE Tenants describe problems like riddles written by someone who hates you.

“The noise only happens when it rains, on Tuesdays, if the microwave is on, but only after 9 p.m.”

You forward this to a contractor, who replies: “Can you get more details?”

No. No, you cannot.

THE SKILL SET NO ONE WARNED YOU ABOUT To work in property management, you need: The patience of a monk The negotiation skills of a hostage negotiator The legal knowledge of a solicitor The plumbing confidence of someone who Googled it once You also need the ability to say “I completely understand your frustration” while internally screaming into the void.

ty per P ro g e rs a M an

WHY WE STILL DO IT Despite everything—the emails, the emergencies that aren’t emergencies, the boilers that wait for bank holidays—we keep going.

Because every now and then: A tenant thanks you sincerely A landlord or agent appreciates your work Your company acknowledges you exist You work with a great team, and going to work doesn’t seem like a chore And in that moment, you feel like you’ve achieved something truly rare in this industry: A quiet day.

Which, of course, ends the second you answer the phone.

Don’t worry. You’re not alone. We’ll be in the office tomorrow, explaining again that no, the property did not come with a psychic heating system, and yes you do have to pay for losing your own keys!

NEXT STOP...

UPCOMING EVENT

FREE Property Management, Commercial & FM Networking Event – Manchester Connect. Collaborate. Grow.

5th February 2026 | 6:30 PM

Venue: Lock 91, 9 Century St, Manchester M3 4QL Arrive, grab a drink, and start connecting!

We’re bringing together the North West’s property, real estate, and facilities management communities for an evening of genuine networking and business building at Lock 91, Manchester. It’s FREE to attend!

No speeches, no sales pitches — just great people, great conversations, and real opportunities to grow your network.

🍸 COMPLIMENTARY WELCOME DRINK

Every attendee will enjoy a complimentary drink on arrival — the perfect way to kickstart conversations and break the ice.

WHY ATTEND? Grow your pipeline — Engage with property managers, landlords, and FM professionals for new business leads and partnerships.

Boost your brand — Raise your profile across the UK’s property and FM scene.

Showcase expertise — Position your business as a trusted FM partner with national capability.

Get insights — Hear directly from clients about expectations, performance, and emerging needs.

Create referrals — Facilitate valuable cross-referrals between property managers, landlords, and service providers.

Learn how to increase revenue and company reputation.

WHO SHOULD ATTEND? Property Managers & Landlords — Residential and Commercial Real Estate Professionals Facilities Management Providers Service Partners & Consultants Anyone looking to grow within the North West property ecosystem

RSVP Today!

Confirm your attendance by emailing hello@propcall.com We look forward to seeing you on 5th February 2026, hosted by PropCall & JM2, for an evening of meaningful connections.

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