← RelayCrewA property management answering service for the 11pm tenant call.
Tenants do not report problems during office hours. They report them when they get home and find the heat is out, and they keep calling until someone picks up.
Ava answers every one, sorts genuine emergencies from Monday-morning work orders, and logs the lot.
Tenant calls are a triage problem with legal edges
Most tenant maintenance calls are routine. A handful are habitability issues where a slow response creates real legal exposure \u2014 no heat, no water, a gas smell, a lock that will not secure.
Getting that distinction wrong in either direction is expensive. Treat everything as an emergency and you burn contractor call-out fees on dripping taps. Treat nothing as one and you have a compliance problem and an angry owner.
The difficulty is that the sorting has to happen at 11pm, consistently, by whoever picks up. That is exactly the job software does better than a tired human.
How a tenant call gets handled
Habitability check first
No heat, no water, no power, gas smell, security failure. Asked on every call because the answer changes the whole response.
Property and unit identified
Which building, which unit, which owner. Captured before anything else so the work order is usable.
Emergency vendors dispatched
Genuine emergencies reach your on-call vendor with the full intake, escalating until someone acknowledges.
Routine work orders logged
Everything else becomes a proper ticket for the morning, with the tenant told when to expect contact.
Owner-facing calls separated
An owner asking about a statement is not a tenant with a leak. Different routing, different information.
Everything documented
Full transcript of who said what and when. The record you want if a habitability claim is ever disputed.
Why the documentation matters as much as the answer
In a dispute about response times, what protects you is the record. Time of call, what the tenant described, what was promised, when the vendor was dispatched.
Most property managers reconstruct that from memory and a text thread, weeks later, under pressure. It is rarely complete and it is never convenient.
Every call being transcribed automatically changes that from a scramble into a search. That is worth something independent of whether the call was answered well.
Common questions
Can it handle multiple properties?
Yes. Ava identifies the property and unit on the call and routes according to rules you set per property or per owner.
Does it decide what counts as an emergency?
It applies your definitions. You set the habitability rules during onboarding and Ava applies them consistently rather than interpreting them.
Can it dispatch vendors directly?
It can alert your on-call vendor with the full intake and escalate until acknowledged. The dispatch decision stays with a human.
What about eviction or lease questions?
Escalated, never answered. Those carry legal consequences that do not belong in an automated response.
Every tenant call answered and logged.
$995 setup plus $799 a month, live in 14 days.
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