Proptech platform askporter has partnered with specialist call-handling provider PropCall to launch an integrated out-of-hours emergency service for housing providers and facilities management teams.
The service combines askporter’s AI-powered enquiry triage with PropCall’s round-the-clock human support, aiming to reduce unnecessary call-outs while ensuring genuine emergencies receive an immediate response.
Enquiries submitted through WhatsApp, SMS, email or the web are automatically categorised as they arrive. Routine requests remain within the client’s normal service process, while emergencies reported outside working hours are escalated to PropCall.
Its trained agents can then handle the issue and, subject to guidelines agreed with the client, authorise emergency repairs costing up to £500.
HANDOVERS BROUGHT INTO ONE SYSTEM
The integration applies across the askporter Housing and askporter Operations platforms.
Every interaction is recorded from the resident’s initial report through to resolution, giving daytime teams visibility of calls and action taken overnight.
The companies say this removes manual handovers and duplicated administration while helping residents receive a consistent service regardless of when they report an issue.
Till Eichenauer (main picture), Chief Executive Officer of askporter, comments: “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.
“Neither approach reflects the growing expectations around rapid hazard response under Awaab’s Law or the demands of clients who measure performance by response times.”
He adds that housing and FM teams will begin each day with actionable case notes instead of having to review overnight emails and call logs manually.
HUMAN SUPPORT FOLLOWS AI TRIAGE
Josh Kinniburgh, Director at PropCall, says the service combines the speed of automated triage with the reassurance of speaking to a trained person when an emergency occurs.
He says: “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.
“By ensuring genuine emergencies are identified and dealt with fast, we can prevent minor issues escalating into costly problems, such as a water leak causing damage over an entire weekend.”
The partnership forms part of askporter’s strategy to connect specialist property technologies within a single operational system, enabling housing and FM organisations to automate more resident communications while retaining human intervention for urgent cases.
