Why property management in particular
The phone keeps ringing while you do the job.
Tenant emergencies at 11pm
A flood, a gas leak, a lockout, a boiler down in winter. The tenant needs an answer in 10 minutes. Your team is asleep. The AI triages and pages your duty manager.
Routine maintenance fills the day
A blocked toilet, a faulty smoke alarm, a kitchen tap dripping. Your property managers spend half their day on the phone instead of doing the work tenants pay for.
Block residents ringing about communal issues
Roof leak in the foyer. Bin store overflow. Lift breakdown. Each call eats 10 minutes. AI handles the routine logging and only escalates the genuinely urgent ones.
Lease and deposit queries swallow afternoons
Leaseholders chasing service charge accounts. Tenants chasing deposit returns. Solicitors confirming dates. Your team spends the afternoon repeating the same answers.
How it works
Live in three steps.
Forward your number
A simple divert from your existing landline or mobile to HiyaCalls. Works with any UK telecoms provider.
Script for property management
We build a custom call flow around your practice: services, opening hours, urgency rules, named staff, escalation routes.
Get the summary, take the call
Every call answered, every detail captured, every summary in your inbox in seconds.
What it handles
Every call your office gets.
The AI is trained on the real conversations property management have every day.
Tenant maintenance & emergency reporting
Triages by urgency (gas leak vs leaky tap), logs the full issue against the property, and routes emergencies to your duty manager and contractor within minutes.
Lease & service charge queries
Leaseholders chasing service charge demands, section 20 consultations, ground rent, the AI handles the routine answers and routes the complex to your finance team.
Deposit return enquiries
Outgoing tenants asking about deposit returns, AI verifies them, captures the property and deposit-scheme reference, and routes to the right negotiator for a same-day reply.
Block management residents
Communal repairs, lift breakdowns, bin store overflow, roof leaks, the AI logs against the block, urgency-triages, and pages the right block manager.
Landlord queries
Landlords asking about rent collected, vacancy status, repair authorisations, the AI verifies them and routes to the property manager covering that portfolio.
Compliance & certificate queries
Gas safety, EICR, EPC, fire risk assessment expiry dates, AI logs the question and routes to your compliance team for definitive answers.
A real example
What lands in your inbox after a typical call.
- Caller identity verified against tenant or leaseholder record
- Property address and managed-portfolio reference
- Issue in plain English with urgency triage
- Out-of-hours classification per your written protocol
- Recommended escalation route and contractor reference
- Full transcript & recording on demand
Property Management FAQ
The questions every practice asks.
- How does it differentiate emergency vs routine maintenance?
- Per your written protocol, the standard property-sector list (no heat in winter, gas leak, flood, lockout, sole occupant + vulnerability) plus any additional rules you set. Anything matching the emergency criteria pages your duty property manager immediately.
- How do maintenance reports reach the right person?
- By email to whichever inboxes you nominate, your duty property manager, the maintenance team, a shared maintenance inbox, or all of them. Each report is structured (property, issue, urgency, recommended escalation) so anyone on the team can pick it up and action it.
- Can it verify tenants before sharing property details?
- Yes. The AI checks caller identity against the tenant/leaseholder record on file before discussing anything property-specific, same data-protection rules a human property manager would follow. Failed verification triggers a callback to the registered number.
- What about Section 20 consultations and service charge disputes?
- Routine Section 20 queries (timelines, consultation requirements) the AI handles with the standard answer your principal has signed off. Disputed service charges, the AI captures the dispute factually, marks it as priority, and routes to your finance manager.
- How does it handle a vulnerable tenant?
- If a tenant discloses vulnerability (medical, age-related, safeguarding), the AI flags the call as priority, gives appropriate signposting (Samaritans, NHS 111, 999 if immediate), and pages your duty manager rather than holding the caller in an AI conversation.
- Does it work for ARLA Propertymark members?
- Yes. We’ve briefed our scripting against the Propertymark Conduct & Membership Rules. If you’re ARLA, NAEA or ARMA, we can align the AI’s caller-handling language to your code-of-practice obligations.
- Can it handle weekend call surges around month-end?
- Yes, AI scales unlimited concurrent calls, which matters in property management more than any other sector we serve. Month-end rent queries, tenant move-ins, repair callouts, all answered without queueing.
- How does it deal with a tenant in genuine distress?
- Slows down, reassures, doesn’t process them. For severe distress (domestic abuse disclosure, mental health crisis), gives safeguarding signposting (police, Samaritans, Refuge) and pages your duty manager immediately.