A branded agency wins the instruction before the valuation. An unbranded one wins it on the sixth call back.
Moneypenny is the UK's leading telephone answering and live chat service, trusted by thousands of estate agencies and property businesses across the UK. Real, trained receptionists answer on your behalf - using your agency name, your scripts, your tone - so every call is handled as if your best team member picked it up, 24 hours a day, 365 days a year. No voicemails. No missed leads. No valuation enquiries going to a competitor while your lines were busy.
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Property is a time-sensitive business. A motivated seller who calls during viewings, lunch, or an after-hours inquiry has already made a decision: they want to move. If nobody answers, they call the next agent on the list. That is not a hypothetical - it happens dozens of times a day across the UK. Moneypenny exists precisely to close that gap.
Agency offices have predictable busy periods - Friday afternoons, Saturday mornings, post-Rightmove-update Mondays. When every available person is on a call or out of the office, the next call goes to voicemail. For a motivated seller, voicemail means they call someone else. Moneypenny fills the gap without adding headcount.
The 6pm to 9pm window generates a significant proportion of property enquiries - that is when buyers and sellers are actually home, actually looking at Rightmove, actually motivated enough to call. A 9-to-5 receptionist is not there. A Moneypenny PA is, every evening, every weekend, every bank holiday.
When a motivated vendor calls and is put on hold, transferred twice, or greeted by a harassed junior, the impression is set before anyone has said anything of substance. Moneypenny receptionists are trained property professionals. They answer in your name, handle the call warmly and competently, and pass it on or take a message exactly the way you would want your best person to.
A live chat widget that goes unanswered for more than three minutes might as well not be there. Website visitors who initiate a chat are self-qualifying as high-intent - they want an answer now. Moneypenny's live chat operators respond instantly, qualify the lead, and hand off to your team with full context, so no web lead goes cold.
Moneypenny is not a call centre. It is a dedicated team of trained PAs who know your agency, know your scripts, and answer as if they sit in your office. The blend of human expertise and AI technology means every caller gets the right response, whether they call at 9am on a Monday or 9pm on a Sunday.
Your Moneypenny account is not handled by a rotating pool of generic operators. You get a small, dedicated team of PAs who know your agency, your team, your key clients, and your preferred call-handling scripts. Callers hear the same familiar voice - and your agency sounds consistent and professional every time, whether it is the third call of the day or the first call of the morning.
Moneypenny answers calls on your behalf around the clock - every day of the year, including weekends and bank holidays. The overflow model means your own team handles calls when they are available, and Moneypenny steps in the moment a call would otherwise go unanswered. You control when Moneypenny activates and what they do with each call type.
Moneypenny's live chat operators cover your agency website during and outside office hours. Every chat is handled by a real person, not a bot - they qualify the enquiry, answer basic property questions using your approved scripts, and pass warm leads to the right person on your team with a full transcript of the conversation. High-intent visitors are captured, not lost.
Moneypenny's platform combines human PAs with AI call intelligence - so calls are transcribed, summarised, and routed correctly without any manual effort. Your team receives a message summary after each call with the caller's name, enquiry type, and any action required. No sticky notes, no missed follow-ups, no lost messages between a PA and a valuer.
Moneypenny is not only reactive. Outbound services include follow-up calling on enquiry lists, appointment booking for valuations, and vendor care calls - tasks that often fall behind when your team is in the field. Moneypenny handles the admin call load so your valuers focus on the instructions.
Moneypenny integrates with major estate agency CRMs and communication platforms. Call outcomes, messages, and lead details flow directly into your system - so no information lives only in a Moneypenny inbox. Your team sees the full picture: every call, every chat, every lead, in the platform they already use.
Moneypenny is designed to slot into how your agency already works. Your team does not change their workflow - Moneypenny extends it, invisibly, so no call goes unanswered.
Moneypenny offers a no-commitment, free 7-day trial so your agency can experience the full service before signing anything. Your PAs are set up, your call-handling scripts are configured, and you see exactly what Moneypenny delivers in a real working week - with your actual calls and your actual callers.
During onboarding, you brief your dedicated PA team on your agency - your name, your branch structure, your key clients, your tone of voice, the questions you get asked most, and how you want different call types handled. The more context you provide, the more your Moneypenny team feels like an extension of your office.
Set the rules for when Moneypenny activates - overflow from busy lines, out-of-hours cover, weekend-only, or always-on. Configure which call types get transferred to whom, which get a message taken, and which trigger an immediate alert to a specific team member. The system adapts to your agency structure, not the other way round.
Your main agency number stays the same. Callers hear your agency name, speak to a knowledgeable PA who handles their call professionally, and either get transferred to the right person or receive a promise of a call back. The transition is invisible - but the missed-call rate drops immediately.
Your Moneypenny dashboard shows every call handled, with transcripts, outcomes, and response times. Review what is working, refine scripts for common enquiries, and expand coverage as the team grows. Moneypenny scales with you - from a one-branch independent to a multi-office regional agency.
Moneypenny is a long-standing Kerfuffle partner. Members access the platform through a dedicated route - your Kerfuffle account manager is part of the commercial conversation from the start, so you get a fair deal scoped to your agency size and call volume, not a one-size-fits-all package.
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Pricing is agreed per agency based on average monthly call volumes, hours of coverage, and chat requirements. Book a call and the Moneypenny team will scope it live - with your Kerfuffle AM in the room.
Moneypenny's full Kerfuffle profile has 21 verified agent reviews rated at a perfect 5.0 stars, the full feature and integration breakdown, and the commercial information you need before the trial. Open it in a new tab - your spot here is saved.
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A live demonstration of the call answering flow, live chat in action, the PA briefing process, and the CRM integration - followed by the 7-day free trial setup for your agency.
Founded in 2000, Moneypenny started as a small team of receptionists and has grown into the UK's leading telephone answering and live chat provider, trusted by thousands of businesses across professional services, property, legal, and finance. For estate agencies, the stakes are particularly high - every call is a potential instruction, a motivated vendor, or a buyer who will not call back. Moneypenny's combination of brilliant, trained PAs and AI-assisted call intelligence means UK agencies never have to choose between being in the field and being reachable.
Kerfuffle's PropTech That Pays Back initiative rewards estate agents with kredits when they actively use the tools they invest in. See Moneypenny's pay-back terms, read what other agents are earning back, and start getting a return on your call-handling investment from day one.
Start the free 7-day trial and see exactly what happens to your missed-call rate when a dedicated PA team has your back.
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