A quick snapshot of career highlights, values, and personal insights behind PropCall’s growth.
Building PropCall from 4 staff to 55+ has to be the biggest thing ��
Feeling fulfilled and having purpose. If you’re being paid to do what you enjoy and thrive in, then you’re successful by all measures.
Hard work and a genuine care for what we do and why.
Working on a market stall at age 13, before and after school �� I’ve never been unemployed since.
Growth and innovation – I love seeing new ideas make an impact. I’m also inspired by helping others become the best version of themselves.
“Always come with a solution, never just a problem.”
Bruno Fernandes and Richard Harpin (HomeServe CEO) – both strong influences in very different ways.
The first deal we signed for PropCall (Xenia)!
PURPOSE
IN ACTION: LESSONS
FROM OUR CEO ON BUILDING BUSINESSES THAT CARE
A Leader Who Puts People First
Our CEO, Aaron Mcwilliam, has always believed that business isn’t just about profit it’s about making a meaningful difference in people’s lives. From his early experiences to leading innovative companies like PropCall and Emergency Hero, Aaron has focused on building solutions that support people in life’s most urgent moments.
Recently, his work and philosophy were highlighted in a feature by International Business Times UK, showcasing how purpose-driven leadership can drive both impact and growth.
EARLY LESSONS IN RESPONSIBILITY AND RESILIENCE
Growing up, Aaron experienced firsthand how quickly small problems can escalate when resources are limited. From an early age, he worked in local markets, learning the value of discipline, hard work, and personal responsibility. These experiences instilled in him a strong work ethic and a focus on supporting others — lessons that continue to guide him as a business leader.
BUILDING PURPOSE-DRIVEN BUSINESSES
Aaron’s ventures are designed to address real-life challenges:
PropCall provides professional out-of-hours call handling for property managers, ensuring tenants can reach someone quickly during urgent situations.
Emergency Hero offers a platform for rapid response to home emergencies, keeping services affordable while giving people clarity and support in stressful moments.
Through these businesses, Aaron demonstrates that companies can grow responsibly while positively impacting people’s lives
CULTURE AND TEAM IMPACT
Aaron emphasises that every team member plays a role in supporting real people during critical moments. By fostering a culture of empathy, longevity, and collaboration, the companies ensure that internal relationships reflect the same care extended to customers.
LOOKING AHEAD: EXPANDING SUPPORT
Both PropCall and Emergency Hero are evolving with new technologies and services. Aaron envisions expanding into broader home care solutions, offering preventative maintenance alongside urgent support always guided by the principle that businesses exist to serve people, not just generate revenue.
CONCLUSION: LEADERSHIP THAT MAKES A DIFFERENCE
Aaron Mcwilliam’s story is a reminder that business can do more than make a profit it can make life easier for people when it matters most. At our company, every initiative and innovation is inspired by this principle, ensuring that care, compassion, and purpose remain at the heart of what we do.
READ THE FULL STORY
For those interested in learning more about Aaron Mcwilliam’s journey and his approach to purpose-driven leadership, you can read the full feature on International Business Times UK: Aaron Mcwilliam on building purpose-driven businesses
STAYING SAFE DURING THE UK HEATWAVE:
HOW PROPERTY MANAGERS CAN SUPPORT TENANTS
As temperatures continue to rise across the UK, heatwaves are becoming more frequent and more intense. While many people welcome warmer weather, prolonged periods of high temperatures can create challenges for tenants, particularly those living in flats, older buildings, or homes that retain heat.
At PropCall, the wellbeing of our clients tenants is always a priority. During periods of extreme weather, we believe that clear communication, practical advice, and proactive support can make a significant difference.
Heatwaves can affect more than just comfort levels. High indoor temperatures can impact sleep quality, concentration, productivity, and overall health. Vulnerable groups, including older residents, young children, pregnant women, and individuals with existing health conditions, may face greater risks during periods of extreme heat.
Properties can also be affected, with increased strain on ventilation systems, potential expansion and contraction of building materials, and higher demand for maintenance services.
PRACTICAL ADVICE FOR TENANTS DURING HOT WEATHER
There are several simple steps tenants can take to keep their homes cooler and more comfortable:
KEEP THE HEAT OUT
Close curtains, blinds, or shutters on windows exposed to direct sunlight. Keep windows closed during the hottest parts of the day.
Open windows in the early morning and late evening when outdoor temperatures are lower.
STAY HYDRATED
Drink plenty of water throughout the day.
Limit alcohol and caffeine intake, as both can contribute to dehydration. Keep a reusable water bottle nearby as a reminder to stay hydrated.
USE ELECTRICAL APPLIANCES WISELY
Many household appliances generate additional heat. Consider: Using ovens and hobs less frequently during peak temperatures. Running dishwashers and washing machines during cooler evening hours. Switching off unused electronics where possible.
CREATE AIRFLOW
Use fans to improve air circulation.
Open windows on opposite sides of the property to encourage cross-ventilation where safe to do so.
Keep internal doors open to allow air movement throughout the home
CHECK ON VULNERABLE NEIGHBOURS
A simple phone call or conversation can make a big difference during periods of extreme weather. Communities often play an important role in supporting those who may need extra assistance.
HOW PROPERTY MANAGEMENT COMPANIES CAN HELP
Property managers have an important role to play during periods of extreme heat.
PROACTIVE COMMUNICATION
Keeping tenants informed is one of the most effective ways to support them. Sending weather alerts, practical guidance, and emergency contact information can help residents prepare for rising temperatures.
RESPONSIVE MAINTENANCE SUPPORT
Heatwaves can highlight issues such as:
Faulty ventilation systems
Problems with window mechanisms
Issues with communal cooling or extraction systems
Water supply concerns
Prompt responses to maintenance reports help ensure properties remain safe and comfortable
MONITORING COMMUNAL AREAS
Communal hallways, lounges, and shared facilities can become particularly warm during hot weather. Regular inspections can identify areas where additional ventilation or temporary cooling measures may be beneficial.
SUPPORTING VULNERABLE RESIDENTS
Where appropriate, property management teams can work with landlords and residents to identify those who may require additional support or welfare checks during prolonged periods of extreme heat.
LOOKING AHEAD: ADAPTING TO A CHANGING CLIMATE
The UK's climate is changing, and heatwaves are increasingly becoming part of everyday property management. Forward-thinking landlords and property managers are beginning to consider measures such as improved insulation, solar shading, enhanced ventilation, and energy-efficient cooling solutions to improve tenant comfort year-round. By taking practical steps today and planning for the future, we can help ensure that homes remain safe, comfortable, and resilient during periods of extreme weather.
NEED ASSISTANCE WITH YOUR PROPERTY MANAGEMENT?
For no obligation chat about how PropCall can support your team call 0161 510 5600.
YOU’RE NOT ALON
You’d be forgiven for being a bit shaken up over the last few years. We’ve had a decade of dramatic events - from Grenfell to Awaab Ishak to the national disrepair scandals, student housing crisis and the list goes on. Now, we’re seeing regulatory reform come into play that incurs compliance cost, both with regards to time and money.
So: how do we evaluate the options available and implement efficiencies quickly, without creating regulatory exposure? That’s easier said than done, but we’ve been lucky enough to work with some clients who are taking action to protect revenue while mitigating risk.
Perri Moore of Spectrum Electrical & Mechanical Engineers says their priority was finding an out-of-hours service that understood context, not just scripts. “With our previous provider, almost everything was treated as an emergency,” she says. “Engineers were being sent out unnecessarily, then we’d get multiple followup calls questioning decisions we’d already made. It was disruptive, expensive, and completely missed the point of having clear emergency definitions in the first place … but beyond the numbers, our directors are no longer fielding emergency calls, our team has their evenings back, and people can actually switch off. That has a real impact on performance, wellbeing, and outcomes for the people we ultimately serve”
NE!
We also spoke to clients in public housing, to see if there were other approaches to consider. Bhavesh Patel from Bumblebee Property, says that putting their tenants - often vulnerable people - at the heart of their property management workflow, has been transformative. “Certain organisations seem to think that with the right scripts and processes, any call centre should be able to handle tenant issues efficiently. That’s simply not the case - if you’re not a property manager and you don’t understand the nuances of the job, you’re going to call out an engineer at great expense twice as often as is needed - plus that leaves the tenant waiting for hours or even days, instead of the few minutes in which a professional can solve the problem.”
We are excited to see how fundamental changes in policy and execution across property management can inspire reengineered processes: starting from the occupier, centring their needs, and providing them with human interaction, trust, and a level of service that drastically reduces operational cost and regulatory risk further down the line.
Looking forward, we are excited to be working with our clients to identify best practices that can be applied industrywide, so that other property management companies can improve their operational efficiency, brand value, compliance, and profitability.
We want to hear from you What changes have you implemented that have impacted your bottom line?
London PropTech Show
Excel London
Scottish National Conference
Murrayfield, Scotland
East Midlands Conference
King Power StadiumKeith Weller Lounge and Walkers Hall
Northern Ireland National Conference
Hilton Belfast
Propertymark One
ExceL London
Welsh National Conference
ICC Wales
Yorkshire Conference
Pavilions of Harrogate
Southampton Conference
Southampton Football Club OCT
PropCall has been attending industry conferences throughout the year, building relationships and keeping pace with the evolving property sector. If you’re attending, we’d be happy to meet, connect, and start a conversation.
Be in with a chance to win exclusive branded trainers, plus take home some relaxing goodies from the PropCall team.
THE FIRST MOMENT THAT MATTERS
Most of the discussion around the Renters’ Rights Act has focused on what happens when things escalate, but for student accommodation operators, the real pressure point is earlier.
A resident calls late in the evening to report an issue. It’s unclear, slightly urgent, and handled quickly. A judgement call is made. A note is logged.
But that interaction often becomes the starting point of a timeline. If it’s revisited later, the detail of what was understood, decided and recorded is what matters.
NAVIGATING THE RENTERS’ RIGHTS ACT
For
Housebuilders, Developers & Property Managers
THE RULES ARE CHANGING… ARE YOU READY?
The Renters’ Rights Act is transforming the way properties are managed but it doesn’t have to be complicated. PropCall’s guide breaks it all down into simple, practical steps you can actually use.
INSIDE THE GUIDE
✔ What the new rules really mean (no jargon)
✔ What you need to change and what you don’t
✔ How to stay compliant without slowing down operations
✔ Smart ways to reduce risk and avoid costly mistakes
DON’T GET CAUGHT OUT — GET PREPARED.
Download your FREE guide now and stay one step ahead:
PEOPLE AT THE HEART OF PROPERTY MANAGEMENT
Property issues rarely happen at convenient times.
WHEN TENANTS NEED HELP, THEY NEED A PERSON
A blocked pipe doesn't wait until office hours. A broken lock can happen late at night. A boiler can fail on a freezing winter morning. Windows can become stuck, leaks can appear unexpectedly, and emergencies rarely arrive between 9am and 5pm.
When these situations arise, tenants don't just need a reporting system. They need reassurance They need guidance They need someone who understands the urgency of the situation and can help them take the next steps.
Most importantly, they need to speak to a real person.
TECHNOLOGY HAS ITS PLACE, BUT PEOPLE MAKE THE DIFFERENCE
The property management industry has embraced technology over recent years, ai making it easier to log maintenance requests, track repairs, and communicate with residents.
But while technology can record an issue, it cannot provide empathy
A tenant dealing with a flooded kitchen or a heating failure isn't simply submitting a maintenance ticket. They're experiencing stress, frustration, and uncertainty. In those moments, a friendly and knowledgeable conversation can make all the difference That's why the human element remains essential.
SUPPORTING PROPERTY MANAGERS AND LANDLORDS
Property managers face increasing demands on their time They are expected to deliver exceptional tenant experiences while managing maintenance, compliance, contractors, finances, communication, and their reputation.
Landlords rely on their property managers to protect their assets.
When calls come through during evenings, weekends, holidays, or overnight, it can place significant pressure on internal teams. Missing a call can mean a frustrated tenant, an escalating maintenance issue, or a problem that becomes more costly to resolve.
PROPCALL: REAL PEOPLE, REAL SUPPORT
At PropCall, we believe that exceptional service starts with that human connection. That's why every call is answered by a real person Not a chatbot Not an automated menu system. Not an answering service with no property knowledge.
Our team consists of trained property management professionals who understand the challenges tenants face and know how to respond appropriately
Whether a tenant is reporting:
A blocked drain or pipe
A broken lock or security concern
Boiler or heating issues
Windows that won't open or close properly
Water leaks or maintenance emergencies
General property concerns
Having trained professionals available to answer those calls ensures that both tenants and property managers receive the support they need when they need it most.
They are greeted by a friendly, knowledgeable voice that can assess the situation, provide guidance, and ensure the issue is handled correctly.
AVAILABLE WHENEVER TENANTS NEED HELP
Property issues don't follow a schedule, and neither do we
PropCall provides support around the clock, ensuring tenants can always reach someone when they need assistance. Whether it's the middle of the night, a bank holiday, or a weekend, there's always a trained professional ready to help.This gives tenants confidence that their concerns are being taken seriously, while allowing property managers and landlords to know that their residents are being looked after.
BUILDING BETTER TENANT EXPERIENCES
Tenant satisfaction isn't built solely on how quickly a repair is completed. It's also shaped by how tenants are treated throughout the process.
Feeling heard. Feeling supported. Feeling reassured that someone is taking ownership of the issue.
These experiences create trust between tenants, property managers, and landlords. When people feel valued, relationships improve. When relationships improve, tenant retention increases, reputations strengthen, and properties become better places to live.
PROPERTY MANAGEMENT WILL ALWAYS BE ABOUT PEOPLE
Buildings need maintenance. Systems need processes. Technology can improve efficiency. Ai is an amazing development in the evolution of the tech industry, it can speed up processes and can streamline workflows, but property management will always be about people.
It's about helping someone when they're worried about a leak in their home. It's about providing reassurance when heating fails on a cold evening. It's about being available when help is needed most
At PropCall, we're proud to put people at the centre of every interaction. Because behind every property is a person, and every person deserves to be heard.
THE HIDDEN COSTS IN BET LANDLORDS OFTEN MISS
when landlords think about lost income, the conversation usually starts and ends with empty properties. Void periods are obvious. They’re easy to calculate and easy to blame when returns fall short.
But the real financial strain often builds quietly in the time surrounding those gaps, not just within them.
IT LOOKS SIMPLE ON PAPER
In an ideal world, one tenant moves out, the property gets cleaned and checked, and the next tenant moves in without delay The timeline is neat, predictable, and efficient. Reality tends to look very different.
Move-out dates shift Properties are not always left in the expected condition. Jobs that should take hours stretch into days. What should be a straightforward turnaround quickly becomes disjointed.
SMALL DELAYS, REAL COSTS
When timelines drift, expenses don’t pause. Mortgage payments continue Council tax liability can fall back on the landlord. Utilities remain active, especially when the property is being shown or worked on Individually, these costs seem manageable. Together, they quickly add up The issue isn’t one large expense it’s the accumulation of smaller ones over time.
RUSHED DECISIONS CREATE MORE PROBLEMS
Delays often lead to reactive decisions. Take a furnished property as an example Without early planning, items may be moved more than once simply to “get things done” Cleaning might be scheduled before the property is fully cleared Inspections get pushed back because rooms aren’t ready. These aren’t unusual scenarios they’re everyday occurrences. And that’s exactly why they’re underestimated
TWEEN TENANCIES THAT
WHEN COORDINATION BREAKS DOWN
Even a short delay can disrupt multiple moving parts. Belongings remain longer than expected. Contractors, cleaners, and inventory clerks operate on different timelines. What seemed like a straightforward handover quickly becomes disjointed. For landlords managing multiple properties, this lack of coordination can compound quickly
THE OVERLOOKED GAP IN RESPONSIBILITY
Letting agents play a crucial role in marketing properties and securing tenants that’s where their value is strongest But the in-between stage the physical transition inside the property often lacks the same level of structure It’s where practical tasks, decisions, and loose ends sit, sometimes without clear ownership. This is frequently where inefficiencies creep in.
IT’S NOT JUST THE MARKET
HIGH-TURNOVER PROPERTIES FEEL IT MOST
In parts of the rental market with frequent tenant changes such as shared housing, student lets, or short-term rentals there’s little margin for delay. A few lost days here and there may not seem significant But over time, repeated inefficiencies begin to affect overall returns and occupancy levels.
RISING STANDARDS ADD PRESSURE
Expectations around property condition have increased. Tenants expect homes to be clean, functional, and ready from day one. Regulatory changes are also pushing standards higher, meaning landlords need to be more consistent in how properties are prepared between tenancies. Delays don’t just impact income they can affect compliance and overall property standards.
It’s easy to attribute lost income to market conditions, but many of these challenges are operational. They stem from how the transition period is handled or overlooked. Landlords who manage this phase well tend to approach it differently They plan ahead Decisions are made before the tenancy ends Work is scheduled realistically, not optimistically It’s not a complex strategy but it requires attention.
THE BIGGER PICTURE
Individually, these issues may seem minor A day lost here, a rushed decision there. But over time, they create a pattern. Vacancies extend. Costs increase. Properties aren’t presented at their best when new tenants arrive Void periods are unavoidable in rental property management. The real difference lies in how the time around them is used.
That’s where efficiency is gained or lost.
A SMARTER WAY TO HANDLE THE IN-BETWEEN
The gap between tenancies doesn’t have to be reactive or chaotic. A lot of the friction actually comes down to missed calls, delayed responses, and tasks not being logged clearly when things get busy. That’s where services like PropCall can help by ensuring tenant, contractor, and maintenance calls are answered and passed on properly, so issues don’t get lost in the transition between tenancies.
When communication is captured properly at the point it happens, it becomes much easier to coordinate works, reduce delays, and keep the turnover period under control. If the aim is to protect rental income and avoid unnecessary downtime, improving what happens during that handover communication layer is often one of the simplest places to start.
Trusted by property managers across the UK.
Great experience using PropCall to handle out of hours calls at our office.
Great to have peace of mind with out of hours emergency number for my guests to call. Calls are dealt with quickly and efficiently meaning less cost to me and happy guests.
Propcall are a great company to work with.
-Alisha -Joanne -HomeSmart
Game changer!
We started using Propcall this year and what a game changerdetailed advice to tenants, really excellent call triaging as their team all understand property management and how to deal with tenants, they have dealt with everything with little recourse to us out of hourswould 100% recommend as we have used call services before and these guys are the specialists! We have our evenings and weekends back.
-Martin and Co Medway
Great communication, always answers any request. Brilliant service thats why we trust Propcall to manage our out of hours service.
- Glass House Properties
A real relief! From constantly checking my phone, day and night, as lettings director, this has saved me, and us! The onboarding was really easy. Propcall are here to work with us to personalise and keep making sure the customer experience manages our out of hours expectations. Thank you.
So helpful for a business where phone calls are 90% of our day to day workload
-Mrs West - Home Smart Estates
We’ve been really impressed with Propcall since signing up Molly and the team have been great from the start – helpful, responsive, and made the whole onboarding process really straightforward The out of hours service has made a big difference for us It’s taken a lot of pressure off the team and gives us confidence that things are being handled properly outside of office hours. Really pleased we made the switch.
- Smart State Agent
Propcall has enabled our team to have time off and not have to worry about out of hours
The staff who deal with our tenants are always helpful and able to resolve the issue
We have been using Propcall for the last 6 months to provide our out of hours service for the properties that we manage. They offer a good, professional service, to provide help with the office is not open They assess the situation well, and try and help the tenant int he first instance, and will only send a contractor if really needed
Any questions we have or if we need to update our property information we always get quick responses. Would highly recommend Quick responses from support team. Good emails with descriptions of issues -Simon -Winkworth
- All Day and Miller
Amazing Out of Hours provider
We have been using Propcall for the past year to provide out-ofhours support for our Telecare equipment and property maintenance They’ve provided a quality service when our office has been closed, making sure calls are triaged correctly and arranging contractors where required.
As with any new service, there were a few initial teething issues but these were resolved quickly and improvements were made. I also cannot fault the help and support from our account manager, Rob. Any query, update, or issue we have raised has been dealt with as quickly as possible, and he was a great help during the onboarding of each of our clients Overall, I would highly recommend Propcall to any property management business looking for a dependable and professional out-of-hours service
--Touchbase Connect
Propcall has become a reliable extension of our team We recently started working with Propcall, and we are very pleased that we did Their service has given our senior management team real peace of mind, particularly when it comes to handling evening and weekend calls
Propcall ensures that our tenants are well looked after outside of office hours, while maintaining the high standards we expect for our landlords. We especially value that they work with our approved contractors and only escalate issues to us when necessary, demonstrating both professionalism and sound judgment Overall, Propcall has become a reliable extension of our team, and we would highly recommend their services
