Delivering Reliable After-Hours Support for a Regional Property Management Company

Delivering Reliable After-Hours Support

for a Regional Property Management Company

“We didn’t want a faceless call centre. What Seamless gave us was continuity, quality, and peace of mind. Tenants are happy—and so are we.”

The client

Based in the Midlands, this independent property management company oversees 400+ residential units across mixed tenures; HMOs, single-lets, and small blocks. With a compact in-house team, they pride themselves on personal service but were struggling to meet rising tenant expectations around responsiveness, especially outside standard working hours.

The challenge

The team was receiving a growing volume of calls and emails late in the day and over weekends; everything from boiler issues to urgent access problems. Their local team couldn’t keep up without sacrificing work-life balance or hiring an expensive out-of-hours call centre, which didn’t offer the personal service their brand promised. Their reviews were suffering.

How Seamless helped

We introduced two remote property managers on staggered shifts, covering early mornings, evenings, and Saturday hours. Both were trained in the client’s tone, tools (including Fixflo and their custom CRM), and escalation protocols.

Tenant & occupancy management

After-hours tenant comms: Responsive handling of urgent queries and logging of all non-urgent issues for next-day follow-up.

Emergency coordination: Triage and dispatch of trusted local contractors based on pre-agreed emergency criteria.

Call overflow support: During peak renewal or maintenance periods, Seamless covers inbound email and phone volumes to reduce backlog.

Proactive tenant notices: Sends timely updates about planned works, outages, and inspections, keeping tenants informed and reducing inbound complaints.

Weekend maintenance scheduling: Ensures minor jobs are booked in advance of Monday to keep workflows moving.

Impact

60% reduction in out-of-hours escalations to the internal team
Improved tenant satisfaction with a 30% drop in negative reviews and complaints
Seamless brand alignment. Tenants receive consistent, professional service regardless of time or day.
No more burnout. The internal team regained evenings and weekends, improving morale and focus