Askporter and PropCall have formed a partnership to integrate automated triage systems with 24-hour human call handling for housing providers and facilities management organisations managing out-of-hours repairs and emergencies.
The arrangement combines Askporter’s automated triage system with PropCall’s round-the-clock call-handling service. Incoming enquiries through WhatsApp, SMS, email and web channels will be categorised by Askporter’s platform, with non-emergency cases directed through the client’s standard service process.
Issues identified as emergencies outside working hours will be escalated to PropCall, whose agents can manage cases and, within pre-agreed client guidelines, authorise emergency repairs costing up to £500.
Operational efficiency focus
The integration aims to reduce the volume of routine enquiries reaching out-of-hours teams and maintain a continuous record of cases between overnight and daytime operations. The development follows broader adoption of digital platforms across the property management sector.
Till Eichenauer, chief executive of Askporter, said: “Residents and occupants still need support when the office closes. Yet many property teams rely on costly rotas for tradespeople that are rarely used, or they send everything to voicemail, where a genuine emergency can end up waiting until Monday alongside dozens of routine enquiries.”
Eichenauer referenced Awaab’s Law and client performance metrics focused on response times as factors driving demand for improved out-of-hours systems. He added that the integration would provide daytime teams with case notes from overnight issues, stating: “Housing and FM teams will now start each day with actionable case notes rather than manually reviewing overnight emails and call logs, allowing them to focus on resolving issues.”
Preventing escalation
Josh Kinniburgh, director at PropCall, said: “Askporter’s AI-powered platform provides the intelligence to triage every enquiry, while we provide the human expertise. Our team gives residents reassurance that they’re speaking to someone who understands their situation and is taking ownership of the issue which builds trust.”
Kinniburgh noted that identifying genuine emergencies quickly could prevent minor issues from escalating into more significant problems, citing water leaks causing damage over weekends as an example. The partnership represents another instance of technology integration in property services.
The combined service targets housing associations and facilities management companies seeking to balance operational costs with regulatory compliance and tenant service expectations.
