Beyond the call: Human-led video triage for out-of-hours tenant issues

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When tenants report an out-of-hours issue, effective support requires more than simply taking a message or dispatching a contractor. In this 30-minute session, PropCall will explore how skilled human interaction, combined with live video triage, helps reassure tenants, accurately assess maintenance issues and determine the right response.

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At a time when AI and automated services are becoming increasingly common, they will also examine why human interaction remains invaluable—particularly when a tenant is distressed, vulnerable or facing a potential emergency. Technology can support the process, but empathy, judgement and the ability to respond to the nuances of a live situation remain essential.

Using real-world examples, PropCall will demonstrate how human-led video triage can resolve minor problems remotely, reduce unnecessary emergency call-outs and costs, improve safeguarding and ensure genuine emergencies are escalated quickly—with clear information provided to contractors and property teams.

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PropCall: Out of hours call handling

Say goodnight to late night calls and hello to PropCall.

Speaker

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Jason Guest

Head of Sales & Marketing, PropCall

Jason Guest is Head of Sales & Marketing at PropCall, bringing more than 26 years of experience across the property industry, including lettings, property management and international property investment.

Jason began his career as a lettings negotiator in Burton-on-Trent before working across Leicester, Leicestershire and Stoke-on-Trent, eventually progressing to Director level. During his 15 years in the lettings and property management sector, he gained extensive first-hand experience of the operational challenges faced by agents, property managers, landlords and tenants.

He later spent 10 years in property investment sales, sourcing opportunities for investors worldwide, helping to establish a successful international sub-agent network and developing business relationships across global markets, including China and Israel.

Now leading sales and marketing at PropCall, Jason combines his property expertise with extensive B2B and B2C business development experience. PropCall provides specialist, UK-based, 24/7/365 call handling and property management support, helping property businesses protect their out-of-hours operations, improve the tenant experience and scale without immediately increasing internal headcount.

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Price from £0.00.

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