When the Phone Rings: The Hidden Challenges of Customer Service in Property Management

For many residents, the first point of contact in property management isn’t a contractor or a helpdesk – it’s the property manager themselves. Alongside inspections, contractor coordination, and compliance work, managers often spend large parts of their day handling calls from residents. These conversations can range from routine enquiries to late-night emergencies.

But what isn’t always recognised is the emotional strain that comes with being on the receiving end of hostility and abuse during those calls.

The Reality of Call Handling in Property Management

When the phone rings, there’s no telling what’s on the other end. It could be a simple question about service charges, or it could be an urgent report of a burst pipe. Property managers are expected to stay calm, resourceful, and professional no matter the situation.

Yet when frustrations boil over, that professionalism is often tested. Raised voices, blame, or even direct verbal abuse can turn what should be a problem-solving conversation into something personally draining.

The Impact on Managers and Service

Property managers carry a dual responsibility: ensuring the smooth running of buildings, and acting as the human face of customer service. When abuse enters the equation, it affects both sides of the role.

• Emotional strain builds up, especially when hostile calls come back-to-back.

• Decision-making can be clouded after a difficult interaction, making it harder to stay objective and fair.

• Service consistency suffers – not because managers don’t care, but because they are human, and repeated negativity takes its toll.

This isn’t just a personal issue for managers – it has real consequences for residents too.

Why This Challenge Can’t Be Ignored

Property management relies on strong relationships built on trust and communication. If the people responsible for those conversations are regularly subjected to abuse, morale weakens and turnover increases. This creates disruption for residents and makes it harder for organisations to deliver reliable service.

It’s a cycle the industry can’t afford to overlook.

Moving Towards Respect in Customer Interactions

The reality is that property management is stressful for everyone involved. Residents often call in moments of frustration or crisis, and managers want to resolve those problems quickly. But when conversations cross the line into abuse, no one wins.

What the industry needs is a stronger culture of respect around these interactions. Recognising the pressures managers face on the phones is the first step. From there, training, support, and clearer boundaries can help, ensuring managers can do their jobs effectively without sacrificing their wellbeing.

Every Call, Every Manager

Behind every answered call is a property manager balancing competing demands, trying to provide solutions under pressure. Respecting the people on the line doesn’t just protect managers – it improves outcomes for residents too.

Because in property management, every call matters. And so does the person picking it up.