The 11 p.m. maintenance call shouldn't become a one-star review.
We don't miss calls. So you don't miss revenue.
Diana is the Catch My Calls receptionist trained for residential property management offices. She handles after-hours maintenance requests, leasing inquiries and vacancy questions 24/7 — captures the unit number, severity and contact, and routes to the on-call maintenance tech or the leasing manager next morning.
Catch My Calls for Property Management
Trained for the calls that decide tenant retention.
Property managers are measured on retention. Most one-star reviews start with a phone call that didn't get answered, or a maintenance request that vanished into voicemail. Diana was trained on the calls that decide whether residents renew — and the leasing inquiries that decide whether you fill vacancies.
After-hours maintenance
No heat, no water, a leak above a neighbor's unit. Diana captures the unit number, severity and tenant contact, and routes urgent issues to the on-call tech.
Leasing inquiries
A prospect calls about an available unit at 8 p.m. Diana captures the contact and the interest so the leasing manager follows up first thing — not after the prospect moved on.
Vacancy & availability
“Is anything available?” Diana answers availability questions and captures the lead instead of letting it ring out to voicemail.
Emergency vs. routine routing
A clogged drain at noon and a flood at midnight are not the same call. Diana triages by your rules and routes each one the right way.
Calls we handle
The calls your office is fielding — tenant, prospect and owner.
Diana triages three caller modes and shifts register without changing identity: empathetic and calm for tenants, warm and informative for prospects, crisp and transactional for owners. Real scenarios she's trained on:
After-hours no A/C call
9:30 p.m., outdoor temp 92°F. Diana acknowledges the inconvenience first, then captures unit number, vulnerable occupants, pets on site and access permission — pages the on-call tech because the trigger is hit.
Midnight leak or burst pipe
Water coming through the ceiling. Diana walks the tenant to the shut-off valve, captures unit and contact, and pages on-call — ongoing property damage is always an emergency.
Weekend leasing inquiry
Saturday 7 p.m.: “Is the unit at [address] still available?” Diana confirms availability, captures pet details, move-in timing and tour preference, and books or hands the lead to leasing first thing Monday.
“Did you get my rent?”
Tenant calls around the 25th–5th asking about payment status, late fees or partial pay. Diana takes the unit and the question — she never quotes ledger balances or approves late-rent waivers — and routes to the property manager same day.
Owner status call
“Has my unit rented?” / “When’s my draw?” / “What’s the repair estimate?” Diana captures the question and best callback in a status-update tone and routes to the account manager today.
Renewal or move-out notice
Tenant wants to renew, or is giving notice 60–90 days out. Diana captures intent, move-out date or renewal interest and any conditions — the retention window doesn’t slip through voicemail.
Tenant-on-tenant complaint
Noise, smoke, parking, pet. Diana logs the unit, the complaint, the time it’s happening and the caller’s preferred follow-up — no judgment calls, just a clean record for the manager.
Security breach or lockout
Broken exterior lock, broken sliding door, garage stuck open — Diana pages on-call. After-hours tenant lockout follows your stated policy (paid dispatch or locksmith referral).
What we treat as an emergency
The line between “page on-call now” and “next business day.”
Industry-standard habitability and safety triggers. You can tighten or loosen any of these per property — the default mirrors Buildium, FirstService Residential and NARPM guidance.
Anything that threatens habitability, health, safety or causes ongoing property damage.
- Fire, smoke or burning smell
- Gas leak or rotten-egg smell
- Active flooding, burst pipe, ceiling/wall water intrusion
- Sewage backup in a single-bathroom unit
- No heat when outdoor temp ≤ 50°F
- No A/C when outdoor temp ≥ 90°F or with a medically vulnerable occupant
- No running water or no hot water (whole unit)
- Electrical hazard — sparks, smoke from outlet, total power loss
- Security breach — broken exterior lock, broken window/sliding door, garage stuck open
- Carbon-monoxide alarm sounding
- Tree down on structure or storm damage to roof/window
- Elevator entrapment (multifamily)
Captured cleanly tonight, routed to the right person in the morning.
- Cosmetic drywall, paint or finish issues
- Scheduled maintenance and inspections
- Leasing inquiries (next-day callback unless the caller asks for now)
- Rent, ledger and late-fee questions
- Dripping faucet, slow drain, single clogged toilet (multi-bath unit)
- Microwave, dishwasher, disposal or icemaker out
- Burnt bulb, screen repair, loose cabinet hardware
- HVAC inefficient but functioning
- Single-room outlet out (no smoke or heat)
- Pest sightings (non-infestation)
- General office and hours questions
Diana never quotes ledger balances or payment status, never approves late-rent waivers or payment plans, never commits to a repair ETA or dollar amount, and never makes Fair Housing, application-approval or lease-term statements. She gathers the facts, logs the call and routes to the right person — the property manager makes every judgment call.
Industry math
Industry math: what missing these calls costs a property management office.
Cited from the 2026 Buildium/NARPM Industry Report, NMHC Renter Preferences and Leasey.AI multifamily research — not customer claims.
Tenants experiencing >48 hr response on non-emergency requests are significantly more likely to move at lease end. Source: 2026 Buildium/NARPM Industry Report.
Churned residents experienced 4–21% longer maintenance response times than renewers. Source: NMHC / Grace Hill Renter Preferences Survey.
Properties that respond within 5 minutes convert at 3–5× the rate of those responding in >90 min. Source: Leasey.AI multifamily lead-to-lease funnel research.
The gap is largely speed-to-lead and after-hours coverage — the calls that go to voicemail tonight. Source: Leasey.AI after-hours analysis.
J Turner Research consistently finds the feeling of being heard matters more than the speed of the fix — on-site responsiveness is the #1 driver of resident satisfaction scores. Diana’s job is to deliver that feeling on first ring, 24/7.
How it works
Three steps. Every job captured.
From the first ring to your dashboard — handled, so you can run the work.
Diana answers every call
Two rings, 24/7 — the resident calling at 11 p.m. and the prospect calling at 8 reach a calm, professional voice, not voicemail.
She captures and triages
Unit number, severity, tenant or prospect contact, and the nature of the call — a structured record, sorted urgent versus routine.
She routes the right way
Emergencies go to the on-call maintenance tech; leasing leads and routine requests reach the right person next morning. Every call hits your dashboard.
Free, 60 seconds
What is a missed call costing you?
Most service businesses miss 6 of every 10 after-hours calls and never see the number. Run yours below — no email required.
A conservative estimate: missed calls × miss rate × job value, discounted to the share that would have booked. Real numbers vary — a demo runs it against your call log.
Book a demo & get the real numberBook a demo
Hear Diana take a real call
A 20-minute call. We'll show you the dashboard, the morning briefing, and what your receptionist does with a live emergency. No pressure, no slide deck.
Questions
What operators ask before they switch
Does it handle both maintenance and leasing?
How does it decide what's an emergency?
Who is Diana?
Is the product proven?
A missed call is a lost job. Let's fix that this week.
Book a demo and hear your receptionist take a real call.
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