Nearly six in ten landlords (57%) operate without any after-hours support for maintenance, management, or urgent tenant issues, new research from property management firm Adiuvo reveals.

Only a third (33%) of landlords have comprehensive out-of-hours cover, while a further 10% rely on limited support restricted to specific times — leaving a large proportion vulnerable to critical tenant concerns.

Who provides after-hours support?

Among landlords with some form of coverage:

• 61% rely on their letting or managing agent
• 34% have arrangements with a private contractor
• Only 6% use a dedicated out-of-hours service provider

Risks of no cover

Adiuvo’s managing director, Colin Stokes, warned:  “There are an awful lot of landlords out there who don’t yet have out-of-hours cover, and this leaves them exposed to unmediated late-night issues in their properties which can destroy their relationship with tenants, and even lead to expensive property damage.

Even a small problem, such as a minor leak, can quickly become a major issue if not addressed promptly. Without cover, landlords are forced to respond themselves — often at 3am or away from their families.”

Why landlords go without cover

For landlords without after-hours support:

• 59% prefer to handle issues personally
• 29% believe such services are unnecessary
• 12% cite high costs
• 2% struggle to find reliable providers

The absence of out-of-hours cover is particularly concerning given that 81.3% of tenant calls occur outside standard office hours. Adiuvo’s 2024 data showed that of 226,000 property-related calls, 183,752 happened after hours.

Positive feedback from those with cover

Despite low adoption, landlords with out-of-hours support report strong satisfaction:

• 93% rate their cover as effective
• 86% are satisfied with the investment in these services

Stokes added that investing in reliable out-of-hours cover can prevent small issues from escalating into costly repairs or damaged tenant relationships.

Takeaway

With a majority of landlords operating without after-hours support, there’s a clear gap in tenant care and property protection. For landlords looking to safeguard their investments and maintain strong tenant relationships, investing in reliable out-of-hours cover is increasingly essential.