Your tenants call at 2am. Somebody should answer.
We run the after-hours maintenance desk for residential property management companies. Every call answered in under 60 seconds, triaged by a trained coordinator, work-ordered and dispatched inside your own software. Your team arrives to a clean queue, not eleven voicemails.
One night, one unit
Tuesday · 210-door portfolioTenant calls: water coming through the kitchen ceiling. Answered in 31 seconds.
Coordinator walks her to the shutoff valve under the sink. Water stops.
Photos collected by text. Work order created in Buildium, marked emergency.
Your on-call plumber dispatched from your approved vendor list. ETA confirmed.
Unit above inspected by phone — no active leak. Second work order queued for morning, not flagged emergency.
Your ops lead opens Slack to one summary. Nothing to unpick.
It's the shift you can't hire for, and the one that costs you most.
An emergency call at 2am is the most expensive call your company takes. It's also the one your staff least want to own — and the reason good coordinators leave.
Most 2am emergencies aren't
A dishwasher that won't drain feels urgent at 2am and isn't. Proper triage stops the callout, schedules it for Tuesday, and takes the cost out of your maintenance line.
Your coordinators sleep
Nobody carries the phone. No comp time, no burnout, no 8am staff member who was awake at three. Turnover in that seat is expensive and avoidable.
Owners hear about response time
Owners don't compare your fee, they compare how fast their tenant got help. A documented 60-second answer time is something you can put in a management proposal.
Fair housing trained
Every coordinator completes fair housing training before touching a live line, and works from scripts with no discretionary answers. Certificates on file, available to you.
Your data stays in your systems
We work inside your PMS on managed devices. No tenant data copied to local machines, no personal phones, signed NDAs for every coordinator. Full policy on request.
No single point of failure
Two of us cover every night between us. The desk never rests on one person being awake, one person's WiFi, or one person's flu — which is more than you get hiring a single assistant.
Certified on your software
We certify on your platform before we take a single live call. You don't pay us to learn Buildium on your account.
Thirty nights. Fixed fee. Then you decide.
We take your after-hours line for one month at a flat rate, with a written response-time commitment. At the end you get the log: every call, answer time, triage outcome, and what we stopped from becoming a callout. Continue and the pilot fee comes off your first invoice.
What we need from you: your approved vendor list, your emergency-versus-morning rules, and PMS access. Two hours of your time to set up.
Start a pilotWe're probably not the right fit if
- You manage fewer than 100 doors — the overhead of onboarding us won't pay back yet.
- You want one generalist assistant to do a bit of everything. We run a specific desk well.
- You need someone licensed to give legal, leasing-law or accounting advice.
- You want the cheapest hourly rate available. There are firms below us and you should use them.
Call your own emergency line tonight.
Seriously — dial it at 11pm and listen to what a tenant hears. If you're happy with it, close this tab. If you're not, that's the conversation we should have.
Book a 20-minute call