The challenges
Qube Residential are a forward-thinking and service-focused property management company based in Liverpool but managing properties across the Northwest and Nationwide.
Qube Residential came to PropCall with three key challenges they wanted us to help them overcome:
1. Costly Call-outs
Often, residents would contact the Qube team with maintenance issues that they deemed urgent, but which could be resolved without the need for an emergency contractor, or even their property manager's involvement (with a little bit of common sense and guidance).
2. Work-Life Balance
Often, residents would contact the Qube team with maintenance issues that they deemed urgent, but which could be resolved without the need for an emergency contractor, or even their property manager's involvement (with a little bit of common sense and guidance).
3. 24 hr Call Handling
The quality of the messages would have impacts on Qube's productivity, so it was imperative their service provider understood the differences between the types of enquiries being handled (Valuations vs Sales & lettings Enquiries)
The Solutions
Rapid Responses
Deployed trained property managers to provide immediate support and first-time resolution for residents' maintenance issues.
Remote Assistance
Implemented remote troubleshooting via video calls and telephone to assist residents with common maintenance problems.
24 hour Support
Extended service hours to capture new business enquiries and address resident needs outside regular business hours.
Lead Generation
Provided comprehensive lead capture services for sales, lettings, and valuation enquiries to support business growth.
Work-Life Balance
We established systems to relieve Qube’s property managers from the burden of handling outside of their working hours calls.
Strategic Partnership
Created a strategic partnership between PropCall and Qube Residential to enhance service capabilities.
“When we first started working with PropCall, it was immediately obvious that there are huge benefits to having actual property managers dealing with issues, as opposed to just using an answering service.”
Sean Walsh
Director of Property Management
The Outcomes
The partnership has delivered impressive outcomes across multiple areas. Property managers now enjoy significantly improved work-life balance and job satisfaction, enabling them to be more productive during regular working hours.
Through remote troubleshooting and expert support, maintenance issues are resolved more efficiently, saving time and resources while providing residents with immediate assistance regardless of when problems arise.
Most importantly, Qube Residential has substantially enhanced its reputation as a reliable, customer-focused property management provider, earning recognition for exceptional service and dependability in the competitive property sector.
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Qube Residential selected PropCall to improve their work-life balance for property managers while enhancing customer service. They needed a solution that would provide expert support to residents outside business hours without burdening their core team.
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Yes, our partnership with Qube Residential continues to thrive. The initial success has led to an expanded scope of services, with our team now handling a wider range of communications and support functions for their growing portfolio of properties.
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Beyond maintenance call handling, we offer lettings agents comprehensive services including 24/7 emergency response, viewing scheduling, qualification of applicants, rent collection support, and property marketing assistance. Our flexible solutions can be tailored to complement existing teams and systems to maximise efficiency.
Say goodnight to late night calls and hello to PropCall
