- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Property management answering service
Every resident call answered. Every emergency handled your way.
When water is coming through a ceiling at midnight, your resident needs a calm, capable person on the phone, and your on-call tech needs to hear about it only if it’s a real emergency. Our property management answering service does both. Live agents answer every call in your company’s name, follow your emergency definitions and escalation tree step by step, and log everything else for your team.
We answer for single buildings and for portfolios spread across many sites, 24 hours a day, 365 days a year, in English and Spanish. If your property management software has an API, we can build an integration so call details and work orders land right where your team already works. Southern Voices has answered calls since 1995, and property managers are one of the fastest-growing groups we work with.
Who we answer for
Answering for property managers and the companies that serve them
From one apartment community to a portfolio of hundreds of units, plus the maintenance and service vendors who keep those properties running.
Apartment & multifamily
Apartment communities and housing complexes with residents calling day and night.
Residential property managers
Single-family and small-portfolio managers who can’t staff phones around the clock.
Commercial property
Tenant service and after-hours building issues for commercial managers.
Multi-site portfolios
Consistent coverage across many properties, each with its own greeting and on-call list.
HVAC & maintenance vendors
Urgent service calls captured and scheduled year-round.
Landscaping & lawn care
Service requests, scheduling changes and after-hours calls handled.
Pest control & cleaning
Urgent services booked and customer inquiries managed any time.
Real estate
Residential and commercial agents who can’t miss a showing request.
What we handle
Tenant emergency and maintenance calls, and everything in between
Emergency maintenance
Leaks, no heat, no power, or whatever your company defines as an emergency: triaged by your rules and sent straight to your on-call tech.
Routine maintenance requests
A dripping faucet or a broken blind is logged with full details and delivered to your team for the next business day.
Leasing inquiries
Name, contact details, property or floor plan, move-in date and the best time to follow up, captured from every prospect.
Resident questions
Office hours, trash pickup, amenities and other common questions, answered from the information you give us.
Daytime overflow
When nobody in the office can pick up after a set number of rings, the call rolls to a live agent instead of voicemail.
Staff attendance line
Maintenance and office staff call off through one number, and the right supervisor is told right away.
Nights, weekends & holidays
After-hours answering service for property management
When your office closes, calls forward to us. An agent gathers the details, checks them against your definition of an emergency, and follows your escalation tree: your on-call technician first, then the next contact if the first doesn’t answer, keeping the resident informed the whole time. Your on-call staff only get woken up for the calls that really need them, which makes after-hours shifts much easier to staff.
Weekends and holidays are covered the same way. Your phones are answered on Christmas morning exactly as they are on a Tuesday afternoon, and you can change the on-call schedule whenever your staffing changes. See our winter after-hours emergency checklist for property managers.
- Your leasing office: 9 AM–6 PM
- Southern Voices: nights, weekends, holidays
- Southern Voices: lunch hour
- Overflow backup whenever your lines are busy
Example schedule. You choose exactly which hours we cover.
How resident calls are handled
What happens when a resident calls
A live agent answers in your company’s name, works out what the caller needs, and handles it exactly the way your playbook says.
- Urgent Your on-call tech, reached now Your escalation tree, step by step: the next contact is called if the first doesn’t answer
- Maintenance Maintenance request logged Full details delivered to your team or vendor for the next business day
- Leasing prospect Prospect captured Property, floor plan, move-in date and best time to follow up
- Question Question answered Office hours, trash pickup, amenities and other common questions
More detail: how after-hours maintenance calls should be handled.
What renters say
Residents want a real person when something goes wrong
Portals, texts and chat tools handle routine requests well. In an emergency, renters want to talk to someone, and how that call goes shows up in your reviews.
66%
of renters prefer a phone call when they have an emergency
90%
say a property manager’s online reputation matters when choosing where to lease
84% vs 16%
of satisfied residents recommend their property manager, compared with unsatisfied residents
Source: AppFolio 2026 Renter Preferences Report (survey of 3,002 US renters). More in how property managers use answering services.
Getting started
How it works
- Share your playbookYour emergency definitions, escalation tree, on-call rotation, properties and vendors.
- Approve your scriptsCustom greetings for each property and scripts built around your rules. Agents are trained before go-live.
- Forward your linesAfter hours only, overflow during the day, or every call.
- Update any timeChange on-call schedules for holidays and staffing shifts whenever you need to.
Pricing
What a property management answering service costs
Pricing follows your call volume and how much each call involves. Plans start at $33, and larger portfolios get volume discounts: the more properties and calls we handle for you, the lower your rate.
See answering service pricing for what goes into a quote, or ask us for one.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Property management answering service FAQs
Don’t see your question? Call and ask a live agent, any time.
How do your agents know what counts as an emergency at our properties?
They follow your playbook, not a generic checklist. We build your script around your company’s own emergency definitions, so anything you define as an emergency triggers your escalation protocol, and everything else is logged for the next business day.
What happens if our on-call technician doesn’t answer?
The agent follows your escalation tree and moves to the next contact on your list, keeping the resident informed until someone has the call.
Can we change our on-call schedule for holidays?
Yes. Update your on-call schedule whenever your staffing changes, including the busy stretch between Thanksgiving and New Year’s, and our agents work from the current schedule.
Can you be our apartment answering service for leasing calls too?
Yes. Along with maintenance calls, agents capture each prospect’s name, contact details, the property or floor plan they’re interested in, their move-in date and the best time to follow up, so your leasing team starts the day with organized leads instead of missed-call notifications.
Can you integrate with our property management software?
Yes. If your platform has an API, we can build an integration so call details, maintenance requests and leasing leads go straight into the system your team already uses. Keep your resident portal and texting tools for routine requests; we cover the calls they can’t, like a resident with an emergency who wants to talk to a person.
How much does a property management answering service cost?
Plans start at $33 and scale with call volume and complexity. Larger portfolios get volume discounts. See our pricing page or contact us for a quote.
Keep reading
Guides for property managers
6 ways property managers use answering services
Triage, overflow, leasing, reputation, holidays and working alongside your portal.
Handling after-hours maintenance calls
What a good after-hours maintenance process looks like.
Winter after-hours emergency checklist
Get your properties and on-call team ready before the first freeze.
Also serving: real estate, HVAC and contractors & home services.