For busy Residential tenancy mediators

Call handling for Residential tenancy mediators, without losing focus on the job.

A landlord or tenant considering mediation may already feel unheard, frustrated or uncertain about what happens next. Ziverly can receive the enquiry in neutral language and gather the people, broad issue and current stage while you are in another confidential conversation, without taking sides or offering legal advice.

See what could help Try your own numbers

A familiar moment

The tenancy disagreement both parties may be willing to discuss

You are conducting a mediation session when a tenant calls about a continuing disagreement over property condition and communication. Ziverly can record who is calling and their role, the other party in broad terms, property, issue described neutrally, tenancy and deposit-scheme context they volunteer, previous communication, notices or proceedings already under way, deadlines stated by the caller, accessibility or communication needs and preferred confidential contact. It does not decide who is right, assess evidence, give tenancy, deposit, possession or legal advice, contact the other party, stop a deadline, accept the case, confirm mediator suitability or availability, quote or book a session. Threats, violence, homelessness risk, unsafe housing or immediate danger need the appropriate emergency, local authority, legal or specialist support route.

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.

Neutrality begins with the first wording

The caller's position can be recorded accurately without endorsing an allegation or reframing it as a legal conclusion.

Deadlines continue outside mediation

Notices, court, tribunal and deposit processes cannot be paused or interpreted by an answering service.

Confidential conversations need protection

A new enquiry can be acknowledged without interrupting another mediation or exposing either party's information.

What a better handover can change

Less interruption now, a clearer thread afterwards.

A neutral introductory picture

Review roles, property, broad issue, previous communication, documents and stated deadlines before deciding the next step.

Advice boundaries are explicit

Your approved wording can separate mediation intake from legal advice, evidence assessment and urgent housing support.

The missing process detail remains available

Add the other-party, notice or consent question you need for that known caller's next contact.

Adiel, The Spirit of Service
Available in Ziverly

Adiel, The Spirit of Service

Someone calling about residential tenancy mediation enquiries is a person asking for help, not a conversion statistic. A calm welcome can make the next step easier for both of you.

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.

    Review the caller's role, property, broad issue, previous communication, documents, stated deadlines and contact preference in a neutral summary.

  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 approved other-party, notice or consent question so Ziverly can use it without taking a position on the dispute.

  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.

    After the current confidential session and notes are secure, verify your PIN to hear which mediation enquiries await review within your permissions.

Use your own numbers

What might unanswered calls represent for your business?

Enter figures from your own recent calls to put the possible value of unanswered enquiries into context.

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.

Mediators must remain impartial and distinguish mediation from legal advice; court, tribunal and deposit-scheme processes vary by nation.

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 say which party is right?

No. It records the caller's account neutrally and offers no evidence assessment, legal conclusion or advice.

Will it contact the landlord or tenant on my behalf?

No. Ziverly does not make outbound calls or approach another party; contact decisions remain with the mediator after proper checks.

Can it pause a notice or legal deadline?

No. A caller should obtain appropriate legal or specialist advice and continue to observe applicable deadlines.

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.

Create your free account Talk it through Back to Property sales, lettings & tenancy support