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A property management line takes very different calls: a tenant with a burst pipe at 22:00, an owner asking about rent, someone who wants to inspect a flat. The greeting sorts urgent repairs from everything else.
Urgent repairs on 1 with examples, everything else to voicemail.
You've reached the property management team at Southerly Real Estate. Our office is now closed. If you have an urgent repair, such as a burst water service, a gas leak or a dangerous electrical fault, press one for our after-hours repairs line. Everything else can wait until the next business day, so please leave a message and we'll call you back.
In NSW, the list of urgent repairs includes a burst water service, a blocked or broken toilet, a serious roof leak, a gas leak, a dangerous electrical fault, and a breakdown of hot water, cooking, heating, cooling or laundry services. Naming two or three of them in your greeting helps tenants decide which option to press.
NSW says tenants must notify the landlord or agent of urgent repairs straight away. A clear after-hours option makes that easy for them. Other states have their own rules; check the tenancy authority in your state.
Thanks for calling [agency name] property management. If you're a tenant reporting an urgent repair, press one. For routine maintenance, press two. Owners, press three. To book an inspection or ask about a property for lease, press four.
You've reached [agency name] after hours. If you have an urgent repair, such as no hot water, a gas leak or a burst pipe, press one now. All other requests will be handled from [08:30] on the next business day.
For non-urgent maintenance, please log a request through your tenant portal at [website] and add photos. That way the right tradesperson can be booked straight away.
Hi, you've reached the leasing team at [agency name]. Inspection times for all our properties are listed on [website]. Leave your name, number and the address you're interested in, and we'll be in touch.
“Such as a burst pipe or a gas leak” is understood at once. A legal term is not.
Put urgent repairs on key 1. A tenant in a flooding laundry should not have to listen to four options.
If owners and tenants call different numbers, use the same voice so the agency sounds like one business.
No. Each state and territory has its own tenancy law. The NSW list is a good guide to the kind of repairs tenants call about, but check the rules where your properties are.
That is set up in your phone system, not in the greeting. Many systems let a menu key forward to an on-call mobile.
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