For busy Block and leasehold managing agents

Call handling for Block and leasehold managing agents, without losing focus on the job.

A managing agent can hear from leaseholders, residents, directors, contractors and prospective clients about the same building. Ziverly can give each caller a calm first response, identify their connection to the property and organise the issue for the right person without offering legal conclusions or promising an emergency response.

See what could help Try your own numbers

A familiar moment

One communal problem, three different callers

A resident reports water in a communal area while your property manager is already speaking with a contractor. Ziverly records the caller's connection to the building, the block or unit, what they can observe safely, when it began and the best contact details. A later caller can be recognised against the information you have chosen to make available, while your team remains responsible for verification, contractor instructions and any urgent action.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

Several people may report the same issue

Without a clear thread, duplicate calls can obscure what has changed and who still needs a response.

Responsibility cannot be guessed

Lease terms, managing instructions, communal boundaries and building-safety duties need proper review.

Routine and urgent matters share one number

A maintenance update, access question and possible immediate danger require very different handling.

What a better handover can change

Less interruption now, a clearer thread afterwards.

The caller's role is captured

Identify whether the caller is a resident, leaseholder, director, contractor or another relevant party before routing the enquiry.

Building details stay connected

Keep the block, unit, communal area, safe observations and previous context together for your authorised team.

Approved boundaries remain clear

Use your emergency and maintenance wording without interpreting leases, liability, service charges or building safety by phone.

Navi, The Guide
Available in Ziverly

Navi, The Guide

For block and leasehold management, start with the interruption you most want to remove, then choose how calls reach Ziverly and how you want to keep the follow-up moving.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    See who is calling, their connection to the property, the block or unit, the affected communal area and what they can observe safely.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add the contractor update, expected management response, access arrangement or another factual question, so Ziverly can use that approved context if the same caller rings again.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    Hear which building matters remain open, find a call by resident, block or summary and update its status or priority within the permissions you have set.

Use your own numbers

What might unanswered calls represent for your business?

If an average management agreement is worth around £12,000 to your business, even one suitable enquiry can be worth understanding properly. Replace that example with your own figures below.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Lease, service-charge, building-safety, redress and client-money duties may apply; legal frameworks differ across UK nations and tenure types.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly decide whether a repair is the managing agent's responsibility?

No. Ziverly can record the issue and the caller's connection to the property, but your authorised team reviews the relevant management and lease position.

Can Ziverly give a contractor an instruction?

Only the factual process and context you have explicitly approved should be available. Ziverly must not invent authority, approve work or commit expenditure.

How should a possible emergency be handled?

Use the immediate safety wording and escalation route you approve. Ziverly should not declare a building safe or promise that a contractor will attend.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

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