PropCall provides 24/7 out-of-hours call handling for estate agents, letting agents, block managers and social housing providers - answered by real people with actual property management experience, in your company name. No robots. No AI. No answering machines. No offshoring. Over 400,000 units managed nationwide. NPS of 100 from verified Kerfuffle members.
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Property management is a 24-hour business whether you staff it that way or not. Tenants do not wait for office hours to report a boiler failure, a leak or a lockout. Landlords do not stop expecting responsive service at 5:30pm. The agency that has a real person answer at 11pm on a Sunday has a structural advantage in landlord retention and tenant satisfaction that no amount of daytime service recovery can replicate.
Out-of-hours emergencies that reach a voicemail or an answering machine do not pause until Monday. A real property manager who can authorise an emergency contractor within minutes of the call is the difference between a contained incident and a major insurance claim - and a very angry landlord.
Landlord retention is increasingly driven by the quality of out-of-hours service. A landlord who has experienced a responsive out-of-hours answer from their agent - in the agent's name, from someone who knows what they are doing - does not leave for a cheaper service. A landlord who got voicemail at 9pm will.
Using personal numbers as emergency contacts is a staff retention problem disguised as a service solution. It creates on-call liability without on-call pay, burns out your best property managers and disappears the moment they leave. A dedicated out-of-hours service removes the dependency on any individual member of your team.
A generic call centre cannot triage a property emergency, authorise a contractor or reassure a distressed tenant who is trying to explain what a stopcock is. PropCall's team have actual property management experience - they know how to handle the call, not just take a message for Monday morning.
PropCall is not a generic answering service. It is staffed by property managers with sector experience, technology that improves first-call resolution and a contractor network that can respond to genuine emergencies in hours rather than days.
PropCall's team are experienced property management professionals based in the UK. They understand letting agency workflow, know what a Section 11 obligation looks like, can assess whether a reported issue is genuinely urgent and have the professional judgement to manage the call without escalating everything to a contractor. No scripts read by general call handlers - property management knowledge on every call, every time.
Your tenants and landlords call your number. They reach a PropCall team member who answers in your agency's name. The tenant's experience is seamless - they are speaking to someone who represents your agency professionally. The landlord calling to report a concern receives the same quality of response they would expect from your in-house team during office hours. PropCall is invisible to your clients.
PropCall manages emergency contractor deployments using either your established supplier network or their own UK contractor network. They authorise emergency call-outs within the parameters you set, so a genuine out-of-hours emergency is addressed that night - not logged for Monday morning. Your landlord gets a contractor, not a call log entry.
PropCall's technology platform allows their property managers to guide callers through situations visually - using the caller's own phone screen without requiring any app download. A tenant who cannot identify the source of a leak can be guided visually in real time. This reduces unnecessary contractor deployments, improves first-call resolution and keeps costs under control while delivering a higher-quality caller experience.
PropCall works with independent estate and letting agents, national property management companies, block management firms and social housing providers. The service is consistent across all sectors - each client's call handling is configured to reflect their specific portfolio, contractor network and escalation preferences, whether they manage 50 units or 5,000.
PropCall's platform tracks first-call resolution rates, NPS scores and contractor deployment patterns across your portfolio. The data shows where recurring issues are driving repeat calls - giving your property management team the insight to address root causes rather than managing symptoms. For portfolios with high-volume out-of-hours call rates, this insight alone typically produces a measurable reduction in contractor spend within the first quarter.
Your property managers switch off at closing time. PropCall takes every out-of-hours call in your name. Monday morning starts with a complete log of everything that happened, every contractor deployed and every issue resolved.
At your normal closing time, your team forwards the office number to PropCall. From that moment every incoming call is answered by a PropCall property manager in your agency's name. No setup required on the night - you just switch off and leave.
Each call is assessed by an experienced property manager who determines whether it is a genuine emergency, a query that can wait until morning or a situation that needs contractor deployment that night. Non-emergency calls are logged and queued for your team. Genuine emergencies are acted on immediately.
Where an emergency requires contractor attendance, PropCall deploys from your preferred supplier network or their own within the spending parameters you have agreed. The contractor is briefed, access is arranged and the tenant is updated on the response - all while your team sleeps.
Many out-of-hours calls are situations a tenant can manage safely with guidance - a tripped circuit, a dripping tap, a lockout. PropCall's visual support technology guides tenants through these situations without a contractor call-out, reducing your overnight contractor spend while giving the tenant a resolution the same night.
Your team arrives Monday morning to a complete record of every call, every action taken and every contractor deployed over the weekend. Issues that were resolved are logged. Issues that need daytime follow-up are flagged. Your property managers pick up from a documented position rather than a blank slate.
PropCall holds a Kerfuffle NPS of 100 - the highest possible score - and 44 five-star reviews from verified members. Kerfuffle members access preferential commercial terms and a scoped proposal before signing anything.
Standard inquiry route
Off-the-shelf pricing
Terms agreed to your portfolio before you commit
PropCall pricing is scoped per agency based on your managed portfolio size, call volume history and coverage requirements. Book a Zoom through Kerfuffle and PropCall will scope the arrangement that fits your operation - with your Kerfuffle AM in the conversation.
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A 20-minute call covering your current out-of-hours setup, your managed unit count, the sectors you operate in and the specific situations your team currently has to handle outside office hours. PropCall will scope a configuration that fits your operation.
PropCall was built on a straightforward insight: the biggest gap in UK property management is what happens after 5:30pm. Generic answering services fail tenants because they do not understand property. AI and voicemail frustrate residents and create liability for landlords. Personal numbers burn out property managers and disappear with them when they leave. PropCall fills that gap with a service that is staffed by people who have actually done the job - managing over 400,000 units nationwide with a team experienced across lettings, block management, social housing and student property. A Kerfuffle NPS of 100 from 44 verified reviews is not a marketing claim. It is the score an agency service earns when property managers answer the phone.
PropCall is featured on PropTech That Pays Back - the Kerfuffle initiative that rewards estate agents with kredits when they actually use the tools they invest in. See the pay-back terms and start earning back on your out-of-hours property management investment.
PropCall turns your out-of-hours liability into a professional service your landlords notice and your tenants trust. Kerfuffle members get member terms and a scoped proposal before they commit.
Want to talk through how PropCall fits your portfolio?
Grab fifteen minutes with the Kerfuffle team. We will look at your current out-of-hours setup, talk through the PropCall model and explain what the Kerfuffle member deal looks like for your unit count and sector.
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