Out of hours · White-label property support
Professional cover when your office is closed.
Trained call handling, property-focused triage, remote resolution, make-safe guidance and controlled escalation — protecting residents, property and budgets outside office hours. Real people, real triage. Not an answering service.
18:00–06:00
Monday to Friday
24 hours
Weekends + bank holidays
From 50p
Per property / month*
From £25
Pay as you go / call*
*Example prices, excluding VAT. See commercial options below.
Triage first. Dispatch second.
Every call is assessed before a contractor is sent.
If the issue can be safely resolved, contained or deferred, the premium out-of-hours attendance is avoided. If attendance is genuinely required, the incident is already diagnosed, prioritised and ready for action.
- 01
Answer
A dedicated line answered by a trained call handler — under your brand.
- 02
Assess
Immediate safety assessment: people, property, security, vulnerability.
- 03
Diagnose
Structured questions against your scripts, site notes and rules.
- 04
Resolve
Safe remote resolution or make-safe guidance wherever appropriate.
- 05
Escalate
The right local trade mobilised only when attendance is justified.
- 06
Handover
A full incident record and next-working-day handover for your team.
Three controlled outcomes
Every call ends in one of three places.
Resolved remotely, safely controlled and deferred, or escalated for attendance.
Outcome 01
Remote Resolution
- When it applies
- No immediate safety, security or property risk, and the fault can be safely reset or corrected.
- Typical action
- Guide the caller through approved steps, confirm service is restored, log and close.
- Cost impact
- Avoids contractor attendance.
Outcome 02
Make Safe + Defer
- When it applies
- The issue needs repair but can be safely contained until normal hours.
- Typical action
- Isolate, contain or secure; log follow-on works for the next working day.
- Cost impact
- Avoids the out-of-hours premium and may reduce damage.
Outcome 03
Emergency Dispatch
- When it applies
- Active risk remains: uncontrolled leak, electrical danger, security breach, fire or life-safety concern, or another agreed emergency.
- Typical action
- Escalate immediately to the agreed contractor route and approval matrix.
- Cost impact
- Spend is targeted only where attendance is justified.
75%
of issues resolved by telephone triage without a contractor attending.
NECOS reported. Actual outcomes depend on issue type, safety, client protocols and authority levels.
Decision drivers
The decision is driven by risk, not by the time on the clock.
Life Safety
Is anyone at immediate risk?
Active Damage
Is water, fire or another hazard continuing?
Security
Can the property be safely secured?
Vulnerability
Does the occupier need an enhanced response?
Client Rules
What does your agreed emergency matrix require?
Safety boundaries. Remote guidance never replaces necessary attendance.
Residents are never asked to work on live electrics, dismantle gas appliances, go onto roofs or handle hazardous materials — or anything beyond safe, reasonable occupier actions. Anything uncertain is escalated.
Practical triage
Many night-time calls can be resolved or stabilised without a visit.
The aim isn't to avoid repairs. It's to avoid paying emergency rates for work that doesn't need to happen at emergency hours. Your rules always take precedence.
Triage
Tripped RCD or breaker, isolated socket or circuit, appliance-related trip, local vs building-wide outage. Safe reset steps only where appropriate.
Escalate if
Burning, arcing, exposed conductors, water affecting electrics, or a fault that can't be safely isolated.
White-label by design
Your brand. Your rules. Our night shift.
The line can be presented under your own brand and operating procedures. Everything below is configured during mobilisation.
- Your brand and greeting
- Call scripts and question sets
- Emergency definitions
- Approval limits
- Contractor lists and escalation order
- Property and key-holder notes
- Reporting format
Built for property-led organisations
- Build to rent01
- Housing providers02
- Block / estate management03
- Letting agents04
- Commercial portfolios05
What's included
A fully managed service.
- Dedicated out-of-hours telephone support and trained call handling
- Full triage and structured diagnosis against your procedures
- Remote troubleshooting and resident guidance where safe
- Make-safe, contain and isolate guidance where a repair can wait
- Classification of emergency, urgent or next-working-day response
- Contractor escalation to your approved suppliers or an agreed backup network
- Approval-limit and authority controls before non-emergency spend
- Incident notes, actions, outcome and next-day handover
- White-label scripts and service presentation
What you gain
Protection for residents, property and budgets.
- Fewer unnecessary premium-rate call-outs
- Consistent decisions instead of ad-hoc on-call judgement
- Residents speak to someone who can assess and act — not just take a message
- Clear cost controls, approval limits and escalation routes
- Better staff wellbeing, with no evening and weekend interruption
- One auditable process across single sites or national portfolios
Commercial options
Flexible pricing for different portfolios and call patterns.
Choose fixed or variable monthly spend to match portfolio size and expected call volume.
Portfolio subscription
Bespoke monthly fee
Predictable out-of-hours spend, agreed against portfolio size, operating hours, call volumes, emergency protocols, reporting and contractor arrangements.
Per-property package
From £0.50
per property / month
A scalable subscription linked to the number of properties under cover. Suited to larger residential portfolios, blocks, housing providers and BTR operators.
Pay as you go
From £25.00
per call, including triage
No standing commitment. Each call includes professional call handling and triage. Attendance and follow-on works only when required and approved.
Savings calculator
How quickly does triage pay for itself?
Adjust the inputs to model your portfolio. Uses the example prices above: £0.50 per property per month and £25 per pay-as-you-go call.
Per-property plan · annual cost
£6,000
Pay as you go · annual triage cost
£15,000
Emergency call-outs avoided per year
450
Estimated call-out cost avoided per year
£49,500
Break-even · avoided call-outs per year to cover the per-property plan
55 call-outs
Example figures for illustration only, not a quote.
Management information
A clear record of what happened overnight.
Call demand
Volume by property, client, day, time and issue type.
Triage outcome
Resolved remotely, made safe and deferred, or contractor dispatched.
Cost control
Spend authorised, emergency attendance avoided, contractor cost and follow-on requirement.
Service quality
Answer performance, repeat contacts, complaints, unresolved incidents and escalation exceptions.
Asset insight
Recurring faults, repeat properties, vulnerable assets and planned maintenance opportunities.
Handover
Next-working-day actions, quotes required, outstanding repairs and client decisions needed.
KPI framework · agreed at mobilisation
- Call-answer performance
- Remote-resolution rate
- Dispatch rate
- Emergency attendance performance
- Repeat calls
- Cost by call type
- Complaint levels
- Next-day handover completion
Mobilisation
Simple to implement. Controlled from day one.
The quality of an out-of-hours service is set by the information and decision rules agreed before the first call arrives.
- 01
Portfolio onboarding
Property list, scope, resident contact rules, vulnerability considerations, emergency definitions and service hours.
- 02
Emergency matrix
What's immediate, what can be safely controlled, what can wait — and when your authority is required.
- 03
Contractor strategy
Preferred contractors, escalation order, backup network, access arrangements and trade coverage.
- 04
Cost controls
Pre-authorised spend limits, approval routes, emergency override rules and client-specific restrictions.
- 05
Call scripts + systems
White-label greeting, question sets, property information, key-holder notes, escalation contacts and reporting.
- 06
Go-live + review
Soft launch and testing, call QA, a first-month review and ongoing analysis of call types and dispatch rate.
Connected services
Part of one joined-up model.
Emergency desk · Open 24/7
Ready to hand over the night shift?
Share your portfolio size, typical monthly out-of-hours calls, current contractor rates and escalation policy — we'll produce a tailored schedule.