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The challenges

Curlett Jones Estates is an independent letting agency and block management business that rapidly established itself as a leading agent since its inception in July 2020. Led by property legal experts with over a decade of experience, they provide a comprehensive, personalised approach to property transactions.

Curlett Jones Estates came to PropCall with three key challenges they wanted us to help them overcome:

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1. Unsustainable After-Hours Coverage

All out-of-hours maintenance calls were being handled directly by the Managing Director, Alan. This put immense pressure on him, negatively impacting his work-life balance and daytime productivity.

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2. Risk of Poor Emergency Handling

Without a reliable backup system, emergencies were at risk of being mishandled if the team were unavailable, jeopardising tenant safety and the company’s reputation for excellent service.

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3. Missed Business Opportunities

Curlett Jones lacked a mechanism to capture sales and lettings enquiries that came in after hours, potentially losing valuable leads and limiting their growth.

The Solutions

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After-Hours Support

Implemented a complete after-hours call handling service with trained property managers available at all times, including public holidays.

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Remote Issue Resolution

Used video calls to remotely assess maintenance issues like leaks, floods, or electrical faults without defaulting to contractor call-outs.

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Emergency Call-Out Reduction

Minimised unnecessary emergency callouts by resolving issues remotely whenever possible, protecting wellbeing and budgets.

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Lead Capture Out-Of-Hours

Handled all after-hours sales and lettings enquiries, collecting relevant details and forwarding them to the right departments.

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Swift & Seamless Implementation

Delivered a rapid 48-hour onboarding process with no need for system access, ensuring fast setup and minimal disruption.

“We use PropCall for our out-of-hours service, answering both sales and property maintenance calls. They have surpassed our expectations in every way. Professional, responsive and offering a fantastic service, they are truly an extended part of our team.”

Alan Jones
Curlett Jones Estates

The Outcomes

A whopping £500–£1000/month was saved in emergency call-out charges through video call resolution and in turn, this improved work-life balance and wellbeing for staff, especially the MD, boosting daytime productivity.

Curlett Jones experienced higher tenant satisfaction due to 24/7 support with professional handling of emergencies as well as more business captured through efficient handling of sales and lettings enquiries after hours.

Curlett Jones now have a stronger brand perception, with tenants viewing PropCall staff as a seamless extension of the Curlett Jones team; this has led to recognition and awards for customer service excellence, supported by PropCall’s consistent and reliable call handling.

  • Curlett Jones Estates chose PropCall because they needed a dependable, scalable solution to manage out-of-hours calls without compromising service quality or staff wellbeing. PropCall’s offering of trained property managers, video call capabilities, rapid onboarding, and the ability to capture both emergencies and business leads aligned perfectly with their operational needs. Most importantly, PropCall’s team seamlessly integrated with Curlett Jones’ own, delivering a professional and branded experience that felt like a true extension of their agency.

  • The document doesn’t explicitly confirm the current status of the partnership, but the tone of the case study is highly positive and includes phrases like “continued success” and client testimonials describing PropCall staff as part of the Curlett Jones team. These strongly suggest that the partnership is ongoing, though an up-to-date confirmation would require a more recent source.

  • Beyond maintenance call handling, we offer letting agents comprehensive services including:

    • 24/7 emergency response

    • Viewing scheduling

    • Qualification of applicants

    • Rent collection support

    • Property marketing assistance

    Our flexible solutions can be tailored to complement existing teams and systems to maximise efficiency and improve customer service while reducing operational burden.

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