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Evrella, the AI assistant, answers a late-night repair call at a letting agency desk lit by a warm lamp.

A 24/7 repairs line for letting agents and property managers

Evrella, the AI client services assistant, answers your tenants’ repair calls, WhatsApp messages and website chat at 2am as calmly as at 2pm. She gives the safety steps you write for a gas smell or a leak before anything else, sorts each repair by your own response times, and passes every report to your property managers with the address, the problem, who lives there and the time it was reported.

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A fictional business, answered by a real Evrella. Call it or ask it a question here.

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What we can show

  • Two in five repairs are reported outside a letting agency’s office hours, and water and leaks make up 72% of the emergencies tenants report.

    Fixflo, a repairs software company, as reported by Property118 (February 2024)

What goes unanswered today

  • The leak that starts at 2am

    Water through a ceiling doesn’t wait for the office to open. In the first minute the tenant needs to know where the stopcock is and whether to switch the electrics off, and your on-call manager needs the address, the flat number and what is happening.

  • A gas smell needs the safety steps before anything else

    Open windows and doors, no switches or flames, and a call to the National Gas Emergency number, 0800 111 999. Every tenant who smells gas has to hear the same steps, in the same order, before anyone asks for their address.

  • Damp, mould and emergencies now run to a clock

    Since 27 October 2025, Awaab’s Law has required social landlords in England to investigate and make safe emergency hazards within 24 hours, and to investigate significant damp and mould hazards within 10 working days (MHCLG guidance, updated 16 July 2026). The Renters’ Rights Act 2025 extends it to private renting once regulations are made.

  • Who lives there changes the category

    No heating in November is one thing for a couple and another for a family with a baby. Your rules on vulnerable occupants only work if every heating, water and electricity call asks the question.

  • Routine calls crowd out the urgent ones

    Extractor fans, dripping taps, light bulbs and lost keys arrive on the same line as burst pipes. Each needs a polite answer, the right response window, or a clear explanation of what the tenant handles themselves.

How a conversation goes

Short examples written for this page, not recordings of real callers.

Water through the kitchen ceiling

Caller
There’s water coming through my kitchen ceiling from the flat upstairs.
Evrella
Let’s make it safe first. If water is near any sockets or lights, switch the electrics off at the fuse board. Then turn off your stopcock, usually under the kitchen sink, and catch what you can in containers. What’s your full address, including the flat number?
Caller
Flat 2, 14 Lindley Court. I’ve turned the stopcock off.
Evrella
Thank you, that’s the right thing to do. This is an emergency, so our contractor aims to attend within 4 hours. I’m passing it to the on-call property manager now, with a note that the flat upstairs needs checking too. Can I take your name and mobile, and is there anyone at home who is elderly, very young or unwell?

No heating in November, with a baby at home

Caller
My boiler’s stopped and it’s November and I’ve got a six-month-old.
Evrella
I’m sorry, that’s worrying with a baby at home. No heating between October and April with a young child counts as an emergency, so our contractor aims to attend within 4 hours. If you can see the pressure gauge on the boiler, what does it read?
Caller
It says 0.5.
Evrella
Thank you, I’ll note that for the engineer. Please don’t try to repair it yourself. Can I take your address, your name and your mobile? Your report goes to the on-call property manager now, and the contractor will text you to arrange access.

A routine repair, and a check for mould

Caller
The extractor fan in the bathroom has stopped working.
Evrella
Thanks for letting us know. That’s a routine repair, so a contractor will attend within 10 working days and will text you to arrange access. While the fan is off, have you noticed any damp or mould in the bathroom?
Caller
A bit of black mould on the ceiling, actually.
Evrella
Thank you for telling me. I’ll log that separately as damp and mould, which we always treat as urgent: your property manager will arrange an inspection within 5 working days. Can I take your address, name and mobile, and any times that suit for access?

How it works

  1. 01

    She reads your business

    Your website and the documents you give her are what she answers from.

  2. 02

    She answers every channel

    Your website chat, WhatsApp and your phone line, day and night.

  3. 03

    You see every conversation

    Each one is in your console, with the details she took and a summary.

Works alongside

Only what Evrella really does with each of these.

  • Fixflo

    No direct connection. If your tenants report repairs through Fixflo, she gives them the link your pages publish, and each report she takes reaches your team by email, ready to raise there.

  • Reapit

    No direct connection. Every report arrives by email and waits in your console with the address, the problem, access details and anyone vulnerable at home, for your team to raise as a works order.

  • Alto

    No direct connection. Each report reaches your team by email and waits in your console with the address, the problem and access details, ready to raise as a works order in Alto.

Compliance

Awaab’s Law applies today to social landlords in England. Under the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025, from 27 October 2025 they must investigate and make safe emergency hazards within 24 hours, and investigate significant damp and mould hazards within 10 working days, give the tenant a written summary within 3 working days of the investigation ending, and start safety work within 5 working days (MHCLG guidance, updated 16 July 2026). The Renters’ Rights Act 2025 extends Awaab’s Law to private rented homes, but the regulations have not yet been made: the government’s consultation, open from 9 October to 18 December 2026, proposes similar timescales. Evrella doesn’t decide what counts as an emergency: she applies the categories and response times you write, gives your safety steps first, and passes every report on. She never gives advice on rent, deposits or tenancy rights. Tenants’ details are stored in the UK on AWS in London, answers are generated in the UK or the EU, nothing is used to train AI models, and a Data Processing Agreement comes with every plan.

What she never says

  • That a tenant should wait for the office to open with an emergency
  • That damp or mould is the tenant’s fault
  • A landlord’s or tenant’s contact details, to the other
  • An exact arrival time: she gives your response window
  • Advice on withholding rent, deposits or tenancy rights
  • How to repair a boiler beyond the checks you write for her
  • That a contractor is booked or on the way: she can’t see your works orders

Pricing

Plans at £0, £39, £149 or £249 a month, with 30 days free and no card to start.

Your month

An estimate of a typical month for businesses like yours. Pick another month, or change the figures to yours.

Credits a month

1,400

  • StarterBest value

    £39 plus 400 credits at 4p

    £55a month

  • Small business

    Within the 5,000 credits included

    £149a month

  • Business

    Within the 8,000 credits included

    £249a month

An estimate from the figures above. Every plan starts with 30 days free, so you can count a real month before you pay.

What a receptionist costs, with the sums

The plan for a month like this

£55 a month like this

  • Recommended

    Starter

    £39 / month£390 / year

    1,000 credits a month

    about 1,000 AI replies, or about 250 call minutes

    Evrella on every channel: website chat, WhatsApp and your own phone number

    • Website chat1 chatbot
    • WhatsAppIncluded
    • Phone line1 phone number
    • TeamUp to 3 people
    • Transcripts kept180 days
    • SupportEmail
    • Your practice systemNot included
    • RemindersNot included
    Try free for 30 days

Questions

  • What does she tell a tenant who smells gas?

    The safety steps you write, before anything else. At Bluegate, the demo agency, she tells the tenant to open windows and doors, not to use switches, flames or phones indoors, to leave the property and to call the National Gas Emergency number, 0800 111 999, from outside, and then to call back so the report can be logged.

  • How does she decide whether a repair is an emergency?

    From your categories. You write which repairs are emergencies, urgent or routine, and the response time for each, and she asks the questions that change the category, such as whether anyone at home is elderly, under five, pregnant, ill or disabled. Damp and mould can always go to its own category.

  • Does she give tenants a repair reference?

    Not one from your repairs system, because she has no connection to it. Each report reaches your team by email and waits in your console with the details she took, and your team issues the reference and arranges the contractor as now.

  • Does Awaab’s Law apply to private letting agents?

    Not yet. Since 27 October 2025 it has applied to social landlords in England. The Renters’ Rights Act 2025 extends it to private rented homes once regulations are made, and the government’s consultation, open until 18 December 2026, proposes 24 hours for emergency hazards and 10 working days to investigate significant ones. Your own response times are what she gives tenants.

  • Does Evrella connect to Fixflo or Reapit?

    Not directly, and we don’t claim to. She gives tenants the repair-reporting link your pages publish, and every report she takes reaches your team by email and waits in your console, ready to raise in the system you use.

  • What if a tenant asks to speak to someone at 3am?

    If you switch on putting callers through, a caller who asks for a person is put through to the UK number you set, such as your on-call phone. Otherwise she takes the report and the tenant’s number, and your team is notified.

  • How does she handle reports of damp and mould?

    She takes every one seriously, as your rules say. She asks where it is, how long it has been there and about heating and ventilation, never suggests it is the tenant’s fault, and passes it to the property manager for the inspection your policy sets.

  • Do tenants hear that she is an AI?

    Yes. At the start of every call she says she is an AI assistant and that the call is transcribed, and recorded too if you switch call recording on. In the website chat and on WhatsApp she tells tenants the same.

  • Where are tenants’ details kept?

    Stored in the UK, on AWS in London. Answers are generated in the UK or the EU, so what a tenant types may be processed in the EU. Nothing is used to train AI models, and a Data Processing Agreement comes with every plan. She never gives a landlord’s details to a tenant, or a tenant’s to a landlord.

Let Evrella answer for you

Set her up on your own website and number, and try her free first.

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