Apartments and multifamily
Apartment answering service for nights and weekends
When the leasing office closes, the calls keep coming: a leak in one unit, no heat in another, a prospect who wants to see a two-bed on Saturday. Mae answers all of them, sends the emergencies to your on-call maintenance tech, and gives every prospect the same straight answers.
Saturday, January
Riverside Commons, 120 units- 11:42 PMJames Ortiz · 555-0161 · Building C, unit 204“The heat's off and it's 19 degrees out.”Emergency
- 11:43 PMCalling Luis Romero, on-call maintenance · answered, connected
- 11:58 PMAna Kim · 555-0198 · prospect“Do you have a two-bedroom for March?”Leasing
- 12:01 AMAvailability and how to apply from your script · details sent to leasing
Example calls. Names and numbers are invented.
Short answer
What does an apartment answering service do?
It answers the community's phone after the leasing office closes. Maintenance emergencies such as a leak into the unit below or no heat go to your on-call tech, routine requests are logged for the morning, and prospects get the same answers from your approved script. Each community keeps its own rules and on-call ladder.
Last updated
What goes wrong with apartment calls after hours?
One leak, two units
Water does not stay in the unit it starts in. A message that waits until the office opens can mean a second ceiling and a second resident.
Prospects hit voicemail
Evening and weekend are when people search for apartments. If the leasing line goes to voicemail, the question about a two-bed goes unanswered.
Every community does it differently
One building has a super on site, another relies on a tech across town. The rules live in people's heads, and the night answerer does not have them.
What does that cost a community?
Repairs and residents
A leak that reaches the unit below adds a repair, a displaced resident and an insurance conversation. The clock on a habitability repair also starts when the resident tells you.
Source: Contact Center USA, property management answering service guide, checked 14 November 2026
Leases that go elsewhere
A prospect who reaches nobody at 7pm can call the next listing. You never learn they called, so the loss never shows up in a report.
Uneven answers on leasing calls
Different people giving different answers about rent, pets or requirements is how Fair Housing problems start. The Fair Housing Act applies however the phone is answered.
What changes when every call gets the right answer?
Your on-call tech hears about the leak while it is still one unit, and the prospect hears back the same night.
Leaks caught early
Mae asks where the water is and whether it is spreading, then calls your on-call tech while the resident is still on the line.
Leasing answered at night
Availability, rent, pets and how to apply, from your script, with the prospect's details sent to your leasing team.
Each community on its own rules
Mae works out which community the caller lives in and follows that property's list and ladder.
What do apartment calls look like after hours?
- Emergency
Water where it shouldn't be
Leaks that reach the unit below are the reason most managers want a call at night. Mae asks where the water is and whether it's spreading.
- Your list
No heat, no hot water
Set your own temperature line for winter, and whether no hot water waits until morning.
- Logged for morning
Noise and neighbors
Logged with unit numbers for your team. Mae points to your community rules and, if someone feels unsafe, to 911.
- Leasing
Prospects after the office closes
Evening and weekend leasing questions get answered instead of going to voicemail, and the lead lands with your leasing team.
How does Mae handle leasing calls fairly?
The Fair Housing Act applies however a call is answered. Mae is set up to answer the same way every time, and to hand anything sensitive to a person on your team.
General information, not legal advice. Have your leasing script reviewed.
- The same answers on availability, rent, pets and requirements for every caller, from your approved script.
- No descriptions of neighborhoods, schools or who lives there, and no steering toward one unit over another.
- No pre-screening or turning anyone away by phone.
- Reasonable accommodation and assistance animal questions go straight to your team.
- Every call recorded and transcribed, so you can check consistency.
Several communities, different rules?
Each property gets its own emergency list, on-call ladder and leasing script. Mae works out which community the caller lives in from the address or building, then follows that property's rules.
Example properties. Names are invented.
Riverside Commons
On-call: Luis, then Marco. No hot water waits until 7am.
Hillside Lofts
On-call: building super, then the manager. Lockouts: locksmith list.
What does it cost?
Billed by the second, not rounded up. Spam and wrong numbers are not counted. Setup is $297 on monthly plans and free on annual plans.
Starter
$197 / month
500 minutes, about 150 calls. Then $0.35 a minute.
Growth
$397 / month
1,250 minutes, about 400 calls. Then $0.30 a minute.
Portfolio
$797 / month
2,500 minutes, about 800 calls. Then $0.25 a minute.
Call counts assume about 3 minutes a call. See full pricing and how it compares
Apartment manager questions
Can Mae book tours?
What about a storm night with lots of calls?
Do residents know it's not a person?
Which plan fits a 120-unit community?
Bring your on-call schedule. We will set up the rest.
On a 20-minute setup call we go through your properties, your emergency list and who is on call. You leave with a plan and a price.