Human answers. Every hour. Every day.
A property manager on the phone pointing to a lease document beside a small model house

Property managers, HOAs and apartment communities

24/7 Property Management Answering Service

A leak coming through a downstairs ceiling, a lockout at midnight, an owner with a question, a prospect who wants a tour. Live US-based operators answer as your company, 24/7/365, follow each property's rules, and wake your maintenance on-call only for the calls that truly can't wait.

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Operators on the floor right now

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Why these calls are different

Every property, its own rules

Property management calls are many calls in one line. A tenant with no heat, an owner asking about a statement, a vendor confirming a work order, and a prospect asking about a two-bedroom can all ring within the same hour. After hours, the hard part is maintenance: a tenant calling about a running toilet at 11pm sounds just as stressed as a tenant with water coming through the ceiling. Send both to your on-call tech and you burn out your maintenance team. Send neither, and a small leak becomes a damaged unit.

So every call is sorted by your rules, property by property. Which property, building and unit? Is the caller a tenant on the lease, an owner, a vendor or a prospect? Is water actively leaking, and is it reaching another unit? No heat, no water, no power, a lockout, a broken entry door? Older buildings, HOAs and commercial sites can each have their own definition of an emergency, their own vendor list and their own on-call contact.

Safety calls come first. If a tenant reports a gas smell, smoke or fire, the operator reads your safety instruction before anything else. That is typically to leave the unit and call 911 or the gas utility. Then your on-call contact is notified. Our operators do not approve repairs, authorize vendors or discuss rent, deposits or lease terms.

Operators follow each property's written rules. They do not approve repairs, dispatch vendors on their own, or discuss rent, deposits or leases.

Calls your team can hand off

Property Management Answering Service

Emergency maintenance

Active leaks, no heat in winter, no water, sewer backups, lockouts and broken entry doors, screened by each property's rules and sent to the on-call contact.

Routine maintenance requests

Dripping faucets, appliances, pests and minor repairs, captured with the unit, permission to enter and details your maintenance team needs.

Gas, smoke and fire reports

Your safety instruction is read first, before anything else is collected, and then your on-call contact is notified every time.

Tenant questions and messages

Move-in and move-out questions, parking, noise complaints and general messages, logged and delivered to the right manager.

Owner, HOA and vendor calls

Owners, board members and vendors confirming work orders, identified and routed to the right person instead of the maintenance queue.

Leasing inquiries and tours

Prospects asking about availability, pets and move-in dates, captured for your leasing team or booked into a tour calendar you share with us.

Who we answer for

Residential, HOA and commercial portfolios

We answer for third-party property management companies, apartment communities, single-family rental portfolios, HOA and condo association managers, student housing, and commercial and office building managers. Coverage can be after hours and weekends only, the full maintenance line around the clock, or daytime overflow when the leasing office is busy with tours. Each property can carry its own greeting, rules and contacts, so calls for a downtown high-rise and a suburban duplex portfolio are handled differently on the same account. The same US-based operators answer every time, so tenants hear your company name whether they call at noon or 2am. Messages reach your team by text and email, and call logs and recordings are available to you. That record matters in property management: when a tenant says they reported a leak weeks ago, you can see exactly when the call came in, what was said, and who was notified.

Before you choose coverage

A straightforward answer.

How do you decide which maintenance calls are emergencies?
By the rules you write for each property, not by the operator's judgment. A typical list: water actively leaking or reaching another unit, no heat in cold weather, no water, a sewer backup, a lockout, a broken exterior door or window, and any gas smell, smoke or fire. Routine repairs, appliance problems, pests and noise complaints are logged for the next business day. Different properties can have different lists, and the rules can change with the season, so no heat counts as urgent in January while no air conditioning can be added for elderly residents in a summer heat wave.
What do operators collect from a tenant maintenance call?
What your maintenance team needs to act without calling back. Usually the tenant's name and a callback number confirmed by reading it back, the property, building and unit, what is wrong and where, when it started, whether water is actively leaking or reaching another unit, whether there are pets, and whether maintenance has permission to enter. The fields and their order are yours.
Can different properties have different rules and contacts?
Yes. That is the normal setup. Each property, or group of properties, can carry its own greeting, emergency definitions, on-call contacts, vendor names and office hours. A luxury building can send every after-hours call to a manager, while a single-family portfolio sends only true emergencies. When a property is added or sold, we update the account so calls follow the change.
Will your operators discuss rent, deposits or lease terms?
No. Rent balances, late fees, deposits, lease terms, renewals and eviction questions go to your office, worded the way you approve. Operators do not approve repairs, authorize vendors on their own, or promise when maintenance will arrive. For prospects, they share only the listing facts you give us and pass fair-housing-sensitive questions to your leasing team.
What happens if the maintenance on-call does not answer?
Your escalation path runs to its end. For example: the on-call technician, then the maintenance supervisor, then the property manager, with set wait times between attempts. Every attempt is logged with a timestamp, so you have a clear record of what was reported and when. The tenant is told honestly when to expect a callback, which cuts down on repeat calls and complaints the next morning.
Can operators book leasing tours?
Yes, in either of two ways. We can book directly into a tour calendar you give us access to, following your rules on available units and time slots. Or we can capture the prospect's details, the unit they want and preferred times for your leasing team to confirm. Prospect calls are kept separate from maintenance calls, so neither gets lost. Evening and weekend prospects, who often call after work, get a live answer instead of a voicemail they may never hear back from.
How are messages delivered to our team?
By text and email, the way you set it. Emergencies reach the on-call contact through your escalation path, and routine requests arrive as messages your team can turn into work orders in the morning. Call logs and recordings are available to you, which helps when a tenant and a technician remember a call differently.
How long does it take to set up a property management account?
Usually days, not weeks, though a large portfolio takes a little longer because each property's rules need to be written down. We help you list your properties, emergency definitions, on-call contacts and the questions to ask, test the on-call path, and update the account as properties and staff change. Many managers start with one or two properties, check how the first few weeks of calls were handled, and then add the rest of the portfolio once the rules read the way they want.
What should a property manager ask an answering service before signing?
Whether each property can have its own rules and contacts. Whether operators follow your written emergency list or decide for themselves. How gas and fire calls are handled, and whether your safety instruction is read first. Whether operators are told not to discuss rent, deposits or lease terms. What happens when the on-call technician does not answer, and whether every attempt is logged. And where the operators are located.

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