It’s 11pm on a Thursday. A tenant calls to say the heating has stopped working. What happens next?
For many property managers, the answer is either a personal interruption or an expensive contractor visit the following morning. But with the right process in place, most out-of-hours and weekend calls don’t need to end either way. Here’s what best practice looks like.
How property managers should assess out-of-hours tenant calls
Answering the phone is not the same as handling the call. A tenant saying “the heating’s broken” could mean a boiler that needs repressurising, a thermostat on the wrong setting, a frozen condensate pipe, or a genuine fault requiring an engineer. Each needs a completely different response, and the only way to know which one you’re dealing with is to ask the right questions.
Guide the tenant through what they can safely fix
Most tenants can resolve basic issues themselves if someone walks them through it calmly. This isn’t about fobbing them off. It’s about giving practical help in the moment and avoiding a callout that nobody needed.
Common issues that can often be resolved over the phone include low boiler pressure, tripped circuit breakers, frozen condensate pipes in cold weather, and thermostat or timer settings that have accidentally changed. When a tenant fixes their own issue with guidance, the problem is resolved faster, the landlord avoids a callout fee, and the tenant feels genuinely looked after.
Gather evidence before contacting any contractor
If the issue can’t be resolved over the phone, ask the tenant to send a short video or photos before anyone is called out. A 20-second clip of a leak or a boiler error code means the contractor attends knowing exactly what the situation is. They are more likely to have the right parts, more likely to resolve it in one visit, and there is a clear record if the callout is ever questioned by a landlord.
Be clear about what actually needs a contractor out-of-hours
A genuine out-of-hours emergency is something that poses a risk to health, safety, or the property structure and cannot wait. Gas leaks, serious water ingress that can’t be isolated, and electrical faults presenting a fire risk all warrant immediate action.
Everything else can be logged and dealt with at the start of the next working day. The key is telling the tenant clearly what’s been logged and when to expect follow-up. That one step prevents most frustrated second calls.
SMARTstrat provides 24/7 property management call handling for letting agents and property teams
If out-of-hours calls are regularly waking you up or landing on your personal phone, the missing piece is often effective call handling and triage. A structured process ensures genuine emergencies are escalated quickly, while routine issues are logged, managed and ready for your team to deal with during working hours.
SMARTstrat provides 24/7 property management call handling for letting agents and property teams, acting as an extension of your service. Our trained team answers tenant calls, identifies the urgency of each issue, guides tenants through simple self-resolution where appropriate, and ensures contractors are only contacted when genuinely needed.
Andrew Cuckill from Aubrey Lee Lettings was dealing with constant after-hours calls, many of which resulted in unnecessary contractor visits. Since working with SMARTstrat, tenant calls are properly triaged, avoidable callouts have been reduced, and his evenings are his own again. Read the full case study.
Frequently Asked Questions
What is an out-of-hours tenant call?
An out-of-hours tenant call is a maintenance or property-related request received outside normal office hours, such as evenings, weekends or bank holidays. These calls can range from simple issues that can be resolved with guidance to genuine emergencies requiring immediate action.
Do all out-of-hours tenant calls require an emergency contractor?
No. Many tenant issues do not require an immediate contractor visit. A proper triage process helps identify whether an issue is a genuine emergency, something that can be safely resolved by the tenant, or something that can wait until the next working day.
SMARTstrat helps property teams assess each call, guide tenants through simple resolutions where appropriate, and only escalate issues when action is genuinely needed.
How can property managers reduce unnecessary out-of-hours callouts?
Property managers can reduce unnecessary callouts by introducing a structured call handling and triage process. This includes asking the right questions, gathering evidence such as photos or videos, and identifying which issues need urgent attention.
SMARTstrat provides 24/7 property management call handling, helping letting agents and property teams manage tenant calls professionally without relying on personal mobile numbers or being interrupted overnight.
How much does an out-of-hours phone answering service cost?
The cost of a phone answering service depends on factors such as call volume, hours of coverage and the level of support required. SMARTstrat offers flexible packages designed around your business needs, with services tailored for requirements such as out-of-hours support, call handling and emergency response.
For a detailed breakdown of pricing and what affects the cost of a phone answering service, read our guide:
What is the Cost of a Phone Answering Service?
What happens when SMARTstrat receives an emergency tenant call?
When SMARTstrat receives an out-of-hours tenant call, our team follows your agreed process to assess the situation, determine urgency, collect relevant information and escalate only when required.
For example, tenants may be guided through simple checks, evidence may be collected before contacting contractors, and genuine emergencies can be handled quickly using your preferred procedures.
Start Your Free Trial
If you want to take control of out-of-hours tenant calls without adding pressure to your team, try SMARTstrat free for 7 days with no commitment. Experience what professional call handling and triage can look like for your property business.
Start your free trial or contact us for more information.
