Tenant Escalation Support for Property Management Groups via Answering Services
Client Background
A nationwide property management group serving multifamily communities needed help managing and answering tenant complaints. Without a centralized system, calls were scattered, communication was disorganized, and property-level concerns often bypassed the right decision-makers. Westpark delivered a structured hotline solution with live escalation routing and real-time visibility for regional leadership.
Client Challenges
Tenants in lower-tier and Section 8 housing communities were calling the corporate line out of frustration with on-site property managers. There was:
- No formal process to escalate concerns beyond the leasing office
- No centralized platform to track tenant complaints
- Escalations were coming via text, voicemail, or email chains, making accountability difficult
- Property-level issues (e.g., maintenance delays or miscommunications) were going unresolved
As a result, corporate and regional managers lack insight, and complaints don’t reach the people who can take action.
Centralized Hotline & Escalation Portal
Westpark implemented a dedicated tenant escalation hotline, fully staffed by trained agents who:
- Captured caller information and categorized each escalation based on severity
- Routed calls dynamically to the appropriate contact: leasing manager, property manager, regional manager, or VP
- Delivered multi-channel alerts (calls, texts, and emails) based on urgency and location
- Provided each escalation contact with a secure login to a web portal that offered:
- Real-time message access
- Call history and contact verification tools
- On-call schedule management
- Ad hoc reporting and dashboard analytics
This solution brought all complaints into a single system of record, with direct visibility for leadership.
The Outcome: Accountability and Transparency Across Properties
With Westpark’s escalation support, the client was able to:
- Centralize complaint tracking across dozens of communities
- Reduce call volume to the corporate office by rerouting tenants to the right local leader
- Increase transparency into property manager responsiveness
- Empower executives with self-service dashboards and ad hoc reporting tools
- Improve communication across regions without increasing internal headcount
Want Better Oversight of Property-Level Complaints?
If tenants are calling your corporate line with unresolved issues, it may be time to modernize your escalation process. Let’s build your custom tenant hotline and escalation dashboard!