A property management answering service that follows your rules
Tenants report leaks at night and prospects ask about showings over lunch. A dedicated Velorus team answers your line, logs repairs as work orders in your software, and escalates emergencies by your written definitions.
- Every leak sounds urgent
- Without a written emergency definition, a dripping faucet at night can wake your on-call tech while a real flood waits in voicemail.
- Leads lost to voicemail
- A prospect who reaches voicemail about a vacancy can call the next listing instead, and the unit stays empty while you call back.
The calls
The calls a property manager gets
Each call type gets a handling rule written in your words and approved by you before the team starts.
| Call | What the team does | When it comes to you |
|---|---|---|
| Emergency maintenance | Matches the call to your written emergency list (no heat, active water, gas smell, lockout), reads your safety script, then calls your on-call contact. | By phone, to the on-call person your escalation rules name, in the order you set. |
| Routine repair requests | Logs a work order with unit, description, entry permission and pet notes, then tells the tenant what happens next under your policy. | In the work order queue for your maintenance coordinator, with no call unless you want one. |
| Leasing and showing inquiries | Gives every prospect the same approved answers on availability and requirements, takes their details, and books showings in your calendar or leasing tool. | As a booked showing or lead record, with the next step noted. |
| Owner calls | Takes a detailed message with the property and question, and never quotes statements, balances or decisions you have not approved. | As a message to the manager assigned to that owner, flagged by property. |
| Rent and payment questions | Points tenants to your portal, reads your written payment and late fee policy, and logs disputes without promising waivers or payment plans. | Disputes and hardship requests come to you. The team handles routine portal help. |
| Vendor and contractor updates | Takes updates on open jobs, adds notes to the work order, and passes scheduling conflicts or access problems to your coordinator. | Only when a job is blocked or needs your approval to proceed. |
What the Velorus team handles
- Answering your main line during the hours set at scoping
- Triaging maintenance calls against your written emergency definitions
- Logging work orders with unit, access and contact details
- Calling your on-call tech or vendor in your set order
- Answering leasing questions from your approved script
- Booking showings into your leasing calendar
- Weekly call review against your standard by a named manager
What stays with you
- Your emergency definitions, the safety script callers hear, and your on-call vendor list
- Every leasing decision: screening criteria, approvals, denials and lease terms
- Owner relationships, statements and anything involving money owed
- Requests for reasonable accommodations or modifications, which come straight to you
- AppFolio
- Buildium
- Yardi Breeze
- Rent Manager
- Rentvine
The team works in AppFolio, Buildium, Yardi Breeze, Rent Manager or Rentvine with the logins you provide, entering work orders and leads the same way your office staff do.
Want the same people on your phones every day?
Tell us your call volume and the hours you need covered. We will come back with the team, the call standard we would start from, and what the first month looks like.
Coverage
How coverage works
- Business hours
-
Overflow and lunch coverage
Calls you route during lunch or when your lines are busy reach the team instead of voicemail, from showing requests to repair reports.
- After hours
-
Triage by your emergency list
Night calls are sorted against your written definitions. Emergencies go to your on-call contact; everything else becomes a work order for the morning.
- Weekends
-
Showings and urgent repairs
Weekend calls mix prospects asking about vacancies with tenants reporting problems. The team books showings and handles repair calls under the same rules.
- Seasonal peaks
-
Move season and cold snaps
Summer turnover brings move-in, move-out and deposit questions; freezes bring no-heat and burst-pipe calls. Coverage for those windows is planned at scoping.
Every week
What your weekly report tracks.
A named Velorus manager reviews the work against the standard you signed off, and sends you one report.
-
Emergency calls and who was reached
Shows each escalation, the on-call contact reached, and whether your written order was followed.
-
Work orders logged by property
Points to units or buildings with repeat issues so you can deal with them before owners ask.
-
Leasing inquiries and showings booked
Tells you which vacancies draw calls and which prospects reached a booked showing.
-
Calls reviewed against your standard
The manager scores sample calls against your written standard and notes coaching or script changes.
Your options
A dedicated team, compared.
| Velorus dedicated team | Shared answering service | AI answering | |
|---|---|---|---|
| After-hours maintenance triage | Same team applies your written emergency list and logs work orders in your software | Shared operators follow your instructions; familiarity with your properties varies from call to call. | Handles routine intake at any hour; unusual or distressed callers may need human follow-up. |
| Who answers | The same trained specialists every day | Whichever agent in the pool is free | Software, with a handoff if you set one up |
| Learns your business | Trained on your services, tools and tone before day one | Works from the script and notes you provide | Works from the information you load into it |
| Quality checks | A named Velorus manager reviews calls every week | Call logs and recordings you review | Transcripts you review |
Questions
What property management companies ask first.
What does a property management answering service do after hours?
It answers tenant calls when your office is closed, sorts real emergencies from routine repairs using your written definitions, reaches your on-call contact for emergencies, and logs everything else as a work order. With Velorus, the same trained team does this each time, inside your software, and a named manager reviews the calls every week.
Where is the team based and what hours do they work?
Your specialists are based in the Philippines and work US hours. The coverage window is agreed at scoping: business hours, after hours, weekends, or a mix that fits your office. Outside the agreed hours, calls follow whatever setup you choose, such as your own on-call line.
Can the team tell prospects whether they qualify for a unit?
No. Screening criteria and approvals stay with you. The team shares your published requirements the same way with every caller, takes the prospect's details, and routes them to your application process. Questions the script does not cover, including accommodation requests, go to your leasing manager.
What happens if a tenant reports a gas smell or flooding?
The team reads the safety script you provide, for example who the caller should contact first, then calls your on-call person in the order you set and logs the call in your software. We do not write or improvise safety instructions; that wording belongs to you and your vendors.
Get your maintenance line answered your way
Bring your emergency definitions, vendor list and leasing script. We will map each call type to a handling rule with you. Book a call to start.