Out-of-hours
repairs, answered
in seconds
Lettie is an out-of-hours emergency service for letting agents, run on WhatsApp. Its AI answers tenants in seconds, sends urgent repairs to your on-call contacts and writes up the rest for the morning.
- Your on-call contacts, your night rules, every report on record
Office shut, so Lettie gave the on-call number
One Friday night,
three reports
An agency that shuts at 5.30pm. One report can’t wait, one ends in the chat, and one waits for Monday.
Fri 17:30 · Your office
The office shuts for the weekend
Your office hours are set, so Lettie knows you’re closed and when you open again.
21:40 · A tenant
Key moment
No heating, with a baby at home
Lettie marks it Emergency and gives the tenant your out-of-hours number. The team members you chose get a WhatsApp or an email.
22:15 · A tenant
The boiler pressure has dropped
Lettie talks the tenant through topping it up. The heating comes back on, and the report closes as Solved by Lettie.
23:10 · A tenant
A dripping tap
It can wait. Lettie logs it with the photo and tells the tenant the office reopens on Monday at 9am.
Mon 09:00 · Your team
Three reports, written up
Each with its messages, photos and times. Nobody was called about the tap.
An example night. Office hours, the on-call order and who gets alerts are your settings.
Tenants report when
your office is shut
Our own figures, as covered by Property Industry Eye, Letting Agent Today, Property118, LandlordZONE and The Intermediary.
50%
of repair cases are first reported outside 9am to 5pm, Monday to Friday.
Lettie data, Jun–Aug 2026
Letting Agent Today73.1%
of heating and hot-water cases are first reported out of hours.
Lettie data, Jun–Aug 2026
57.5%
of High and Emergency cases are first reported out of hours.
Lettie data, Jun–Aug 2026
Read the summer data61.5%
more out-of-hours cases in the storm week, when 47.7% of all cases came in out of hours.
Lettie data, 21–27 Oct 2026, vs the previous four-week average
Read the storm-week dataYour rules
for the night
Lettie follows the hours, the order and the alerts you set. Each one is a setting you can change at any time.
Your office hours
Set when you’re open, in UK time, and mark bank holidays and days like Christmas Day as closed. Out of hours, Lettie tells tenants when you next open.
In Lettie
Set office hoursUK time, with bank holidays respected if you choose.
What can’t wait
Your night rules apply only to things that can’t wait. Everything else is written up for the morning.
In Lettie
Only for things that cannot waitA dripping tap at 11pm waits for the morning. No heat in January does not.
Which number the tenant gets
Lettie first looks for a contractor of the same trade whose hours cover now. If there isn't one, it works down your list: give your out-of-hours number, contact the landlord, then tell the tenant your team will pick it up. Tenants are never given the landlord's number.
In Lettie
Number given out of hours
Who hears about emergencies
Choose who on your team is alerted to Emergency reports, and whether by WhatsApp, email or both.
In Lettie
Notify every opted-in team member on Emergency reports
Lettie or an out-of-hours
call centre
How a night on Lettie compares with a typical out-of-hours call centre.
How tenants report
Lettie: Yes: On WhatsApp, with photos
Call centre: By phone
First reply
Lettie: Yes: Median 26 seconds (Aug 2026)
Call centre: When an operator picks up
Simple fixes
Lettie: Yes: Talks the tenant through them
Call centre: Depends on your provider
Emergency alerts
Lettie: Yes: Sent to the team members you choose, by WhatsApp or email
Call centre: Depends on your provider
On Monday morning
Lettie: Yes: A report with messages, photos and times
Call centre: Depends on your provider's reporting
Price
Lettie: Priced on your properties and team seats
Call centre: Per call or monthly; check your contract
| Lettie | Call centre | |
|---|---|---|
| How tenants report | Yes: On WhatsApp, with photos | By phone |
| First reply | Yes: Median 26 seconds (Aug 2026) | When an operator picks up |
| Simple fixes | Yes: Talks the tenant through them | Depends on your provider |
| Emergency alerts | Yes: Sent to the team members you choose, by WhatsApp or email | Depends on your provider |
| On Monday morning | Yes: A report with messages, photos and times | Depends on your provider's reporting |
| Price | Priced on your properties and team seats | Per call or monthly; check your contract |
Call centre services vary. Check what yours includes before you compare prices.
Scan to try the demo
Report a broken boiler yourself
Scan or tap, send "My boiler's broken", and get the reply your tenants would.
Try it on WhatsAppWe only use your number to reply to you.
Out-of-hours maintenance
questions from agencies
How can a letting agency cover out-of-hours repairs without a call centre?
With Lettie, tenants report on WhatsApp at any hour and hear back in a median 26 seconds (Lettie platform data, Aug 2026). Lettie sets the urgency, sends repairs that can't wait to your on-call contacts and leaves the rest written up for the morning. Your own on-call team or contractors attend.
Half of repair cases are first reported outside 9am to 5pm, Monday to Friday (Lettie data, Jun–Aug 2026).
Is Lettie an out-of-hours call centre?
No. Lettie covers the night on WhatsApp, without a phone line. It answers tenants in a median 26 seconds (Lettie platform data, Aug 2026), sets the urgency, talks them through simple fixes and alerts your on-call contacts to emergencies. Your own on-call team or contractors go out, so you choose who attends.
How does Lettie decide what can't wait?
From what the tenant says and who's at home. A leak damaging the home, no water, or no heating for someone vulnerable can't wait.
A window fault can wait if the home stays secure and weatherproof. Gas, fire and other emergencies reach your team at once. How Lettie sets the urgency, and what the law expects on repair times.
Can Lettie give tenants our on-call contractor's number?
Yes, when a problem can't wait. Lettie first looks for a contractor of the same trade whose hours cover now. If there isn't one, it gives your out-of-hours number. You set each contractor's hours in Lettie: see how contractor cover works. Tenants are never given the landlord's number, though Lettie can contact the landlord for you.
Does it cover bank holidays and Christmas?
Yes. Mark bank holidays and the days you close over Christmas, and Lettie tells tenants when you next open.
How much does Lettie's out-of-hours cover cost?
Out-of-hours cover comes with Lettie's agency plan, from £40 a month, priced on your properties and team seats. Estimate your agency price, and we'll confirm it. See what agencies get.
Set up your
out-of-hours rules
Estimate your agency price for your properties and team, and we'll confirm it. Then we set your office hours and on-call order with you.