Out-of-hours phone support for UK property businesses
When tenants call after hours, a real person answers.
TenantPhone handles your tenant and guest calls outside working hours, following the instructions you agree with us. You get fewer disturbed nights and a clear account of everything that happened.
Get a quote · See how it works
- Callers feel supported
- Genuine emergencies escalated
- A clear record of every call
Example call: Leak at 14 Albert Road
- Tenant reports water coming through the kitchen ceiling.
- Guided to the stopcock using your property notes. Water slows.
- Your approved plumber contacted, as agreed.
- Timed record sent to you.
What happens when the phone rings
One call. Three outcomes that matter.
Every call follows the route you've agreed. A tenant or guest calls in the evening, overnight, at the weekend or on a bank holiday. A person answers in your name, using your instructions, then offers help and reassurance from your property notes, escalates genuine emergencies following your agreed protocol, or contacts a contractor only where you've agreed. You then get a clear record of what was reported, what was done, and when.
Callers feel supported
A calm, courteous person who knows your property notes, explains what happens next and doesn't leave anyone guessing.
Real emergencies are escalated
Your definitions decide what's urgent. Genuine emergencies follow your escalation chain; threats to life are directed to 999.
You get a clear record
Every call logged with times, details and actions, shared in the way you've agreed. No detective work on Monday.
Who we help
Start with who you are.
Letting agents, landlords, block managers, HMO operators, hosts and small businesses each get calls about different things. Pick yours to see how we'd handle them.
- Letting agents: Out-of-hours cover for managed portfolios, in your agency's name.
- Landlords: For self-managing landlords who want their evenings back.
- Property managers: Issues moved forward overnight, following your procedures.
- Block managers: Communal issues and resident calls across your blocks.
- HMO operators: A helpline built for shared houses and many residents.
- Short-let hosts: Guest support for Airbnbs, holiday lets and serviced accommodation.
- Small businesses: Out-of-hours cover for small teams beyond property.
How it works
Set up once. Followed on every call.
No two portfolios are the same, so every workflow is tailored to the client.
Tell us how you work
A short onboarding conversation about your properties, callers and the hours you need covered.
Agree your instructions
Property notes, what counts as an emergency, who to contact and which contractors we may call.
We answer and triage
Calls answered in your name. Each one follows the route your instructions set.
You get the record
A clear account of every call, shared in the format and timing you've agreed.
Services
Find the right cover for your situation.
Eighteen services, grouped by what you need. Each one is configured around your own instructions.
I manage homes, blocks or shared houses
- Letting Agent Out of Hours Service
- Landlord Out of Hours Service
- Out of Hours Property Management
- Property Maintenance Call Handling
- Block Management Out of Hours Service
- HMO Emergency Helpline
I need urgent problems triaged and acted on
I host short stays or holiday lets
- Airbnb Guest Support
- Airbnb Out of Hours Call Handling
- Holiday Let Guest Support
- Short Let Guest Support
- Serviced Accommodation Guest Support
I need my phones covered
- Out of Hours Call Handling
- Out of Hours Answering Service
- 24/7 Answering Service
- Small Business Out of Hours Support
Why hand us the phone
Calm cover that makes you look good.
A person, not a voicemail
Tenants and guests speak to someone who can actually help.
Your rules, not ours
Triage, escalation and contractor contact follow your agreed instructions.
Fewer disturbed nights
You're only contacted for the situations you've said warrant it.
Consistent across properties
Every property, block or unit handled to the same standard.
Your name on the line
Calls can be answered in your business name, with your greeting.
A record you can rely on
Timed notes for every call, useful for handovers and landlord updates.
FAQs
Questions we're often asked.
Can't see yours? Ask us directly or read more on how it works.
What hours do you cover?
Coverage is agreed with each client. You might want evenings and weekends only, overnight cover, bank holidays, or round-the-clock support including daytime overflow. To be supplied: TenantPhone to confirm the hours currently available and any limits.
Which calls get escalated to us or our on-call contact?
Only the ones your instructions say should be. During onboarding we agree what counts as an emergency, what's urgent and what can wait until the next working day, plus who to contact and in what order. Where there's an immediate threat to life, callers are told to call 999 first.
Will you contact contractors on our behalf?
Only where you've agreed that we should. Some clients want approved contractors contacted in a set order and within a spend limit; others prefer every job to go through their own on-call contact. Contractor availability and arrival times depend on the contractors themselves.
Can you handle multiple properties, buildings or portfolios?
Instructions can be set for a whole portfolio, a building, a single property or an individual unit. That means a block, an HMO and a holiday cottage can each have their own notes and escalation route. To be supplied: TenantPhone to confirm any limits on portfolio size.
How are call records shared with us?
Each call is logged with the time, caller, what was reported and what was done. Records are shared in the way agreed during onboarding, for example an email after each call, a daily summary, or both. To be supplied: TenantPhone to confirm available reporting formats.
Will callers know they're speaking to an outsourced service?
Calls can be answered in your business name, using a greeting you approve, so callers experience a seamless continuation of your service. To be supplied: TenantPhone to confirm branded answering options.
Tell us how your out-of-hours calls should be handled.
Share a few details about your properties and the hours you need covered. We'll come back with a tailored proposal.