AGM papers and leak-photo chase for property managers
Quick summary
- You are already on the boiler. The AGM list and the missing leak photos still have to be chased.
- The list is a named building, a sitting reminder, or a paper chase. Not a second opinion on a flat for sale.
- Every call starts with the building and the name on the file. If they do not recognise them, the call stops.
- It does not quote charges. Missing photos are a yes or no. What those photos mean is a callback.
- If they ask whether a flat is for sale, the assistant writes the question down and says the office will call back.
- SMS does the first reminder. The voice call is for the folder that has still not arrived two days before the AGM.
TL;DR
You are already on the boiler. Eight AGM letters are still unanswered and Wednesday's leak photos never arrived. Nobody is going to spend the afternoon ringing. An assistant works the list you give it: building or name on the file, one purpose. It asks whether the photos have been sent. It does not say what those photos mean, whether a flat is for sale, or what the charges are this month. If they ask, it writes the question down and says the office will look at the file. It can book a drop if that time is free. It will not ring a spouse's mobile about someone else's building.
Key takeaways
- Build each list from your own files: building or name, the number on the file, and one purpose.
- Do not put a personal mobile on a leak chase unless that number is the number on the file.
- Write the purpose as a reminder or a chase, not as a question about a listing.
- If the client asks whether a flat is for sale, the assistant ends the call and flags the office to call back.
- Check the diary before you speak a time. Do not read Thursday off last week's pad.
- Keep charges and votes off the script. The office looks at the file.
The lists on the desk while you wait on the boiler
The boiler man has not come back. Eight AGM letters are still unanswered. Wednesday’s leak photos never arrived. You are not going to spend the afternoon ringing.
That is the outbound problem in this office. Not a campaign. Not a hunt for buildings to sell. A list of people you already know, a building you have already written down, and nobody free to ring because the heating is still down.
The work is small and it is exact. Did you send the photos. Can you come Thursday. What papers to bring. It is not “is the corner flat for sale”. It is not “how much are the charges”. Those two sentences turn a chase into a listing, or into a figure the office then owns.
One purpose, one number, one building
Build the list from the file. Building, name, the number on the file, one purpose. A chase that also asks whether they want you to take on a second block is two jobs. Only the first belongs on this call.
If the person who answers does not recognise the building, stop. Do not brief a spouse. Do not brief a tenant about the AGM. Do not try the next number on a scrap of paper. The assistant rings the number you gave it, says the building, and ends the call if the voice is wrong.
SMS does the first reminder. The voice call is for the folder that has still not arrived two days before the AGM, or the sitting that was not confirmed the morning before.
What the assistant may ask
Have the photos been sent. Can you leave the proxy Thursday. Do you still have the sitting at 10:00. What to bring.
That is the list. If they say yes, note it. If they say no, note it and, if you allow a drop, check the diary before offering a time. If they ask a listing question, write it down, refuse it, and end the chase.
Do not let the script drift into “I think that flat is empty”. Empty is a listing.
What it will not say on the way out
It will not quote κοινόχρηστα. It will not say how the AGM voted. It will not invent a plumber’s arrival so they will send the photos faster. It will not describe a flat.
If the chase reaches wet electrics, that is no longer a chase. Flag a phone. A reminder list is not a works board.
What you set first
Export the files. One purpose each. Numbers from the file only. The sentence that forbids a listing. The diary check before any time. Read the first twenty outbound transcripts. That is where “the plumber is coming anyway” creeps in, because it sounded like it would hurry the photos.
Rates live on the pricing section of the home page. They are not repeated here.
Photos, papers, and sittings are three lists
Do not mix them on one pad. A photo chase that also reminds them of Thursday’s sitting will skip the photos to save the sitting, or skip the sitting because the stain sounded more urgent. Two lists. Two purposes. Two calls if both are still open.
An AGM reminder names the date you marked as speakable, and the papers. It is not a reading of the minutes. The assistant names the meeting you typed. It does not reconstruct a vote.
A sitting reminder names the building, the time, and what to bring. It does not add “we can also talk about the corner flat”. That is a listing.
When they call back on the same number
Sometimes the chase becomes an inbound. They ring the number that just called them and ask about the flat again. The assistant is still the assistant. The split is still tenant, owner or contractor. The refusal is still the refusal. A returned chase is not permission to answer what the outbound script forbade.
If they are angry that a machine rang them, take that as a note. Do not apologise with a viewing. Do not offer to “just tell you if it’s empty” to calm them.
Stop if a new voice picks up. A tenant is not the owner. A wife at home is not the contractor. The file has one number. Use it.
How to know it worked
Count the open AGM files two days before the meeting. Count them again after the chase has run. The measure is papers returned and sittings confirmed, not calls made. A hundred polite calls that still leave the table without proxies have not done the work.
Do not count “minutes saved” as a published statistic. The worked example above is arithmetic on stated assumptions. Put your own figure in. An office that lives on ten blocks and an office that lives on two are not the same pad.
Whoever takes the papers back often keeps the building. That is why unchased AGM letters are not only a missing folder. They are an owner who now thinks the last office they rang is the one that still answers.
AI receptionist, in-house staff, or a call centre
| CITT | In-house | Call centre | |
|---|---|---|---|
| Photo chase after a leak on the third | Yes, from your list | When someone has time | If you write a script |
| AGM and sitting reminders | Yes | Yes | Sometimes |
| Starts with the building or the name | Yes | Yes | If you insist |
| Names a listing to hurry the papers | Never — this is not a sales listing | The office does not, on this line | A risk if the script is an agency's |
| Answers this month's charges | No — flags the office | The office does, after the file | Must not; sometimes does |
| Offers a drop the diary does not have | No — checks the diary, or takes a callback | If they check | Often from last week's pad |
| Rings a spouse about someone else's building | No — only the number on the file | Only if you said so | A risk if the list was not read |
What unchased AGM papers cost one week
Worked from these assumptions — change any of them and the answer changes:
- Two people, 20 open owner files before an AGM, each waiting on papers or a proxy.
- This example treats 8 of those 20 as still missing two days later.
- A file that sits incomplete, or is pulled when the papers arrive at four, wastes about €70 of reserved time — put your own figure in, not ours.
- A two-day outbound chase recovers half of those missing folders. Challenge this first; offices vary.
- 8 files still open on paper, two days out.
- Half recovered — 4 files that move on the papers they needed.
- 4 × €70 = €280 of reserved time protected, in one week.
- Several such weeks a year — this example counts four AGM weeks.
About €1,120 a year of desk time, from calls that only ask whether the papers have been sent.
What it costs
CITT is pay as you go: no packages, no minimum, no contract. The current rates — the monthly fee per number and the per-minute rate — are on the pricing section of the home page, which is the only place they are published.
Frequently asked questions
Can it tell them which photos are missing?
It can name the folder you put on the list — photos of the ceiling, the floor below, the wet patch. It should not rebuild the leak on the call, and it should not decide that a particular picture proves a cause. If they ask whether the neighbour is at fault, that is a callback. The office looks at the file.
What if they ask if the corner flat is for sale, on the chase call?
The assistant does not answer. It says this is not a listing, takes the question in the client's words, and ends the chase. A chase that becomes a viewing conversation has no mandate, no file note of a decision, and no agent attached. The transcript still helps — the office returns a real question rather than “they rang”.
Can it offer a new time to leave the papers?
Yes, if you allow that purpose and if it checks the diary before it offers a time. It still does not tell them what the papers mean beyond the list you entered. A reminder that starts quoting charges has stopped being a reminder.
Does it still ask for the building when we ring?
Yes. The call opens with the office name, the building or the name on the file, and it stops if the person on the line does not recognise them. That is how you avoid briefing a spouse about a leak, or a tenant about the AGM.
Can it chase an owner sitting from an existing client?
As a meeting reminder, yes: we have a time this week, can you come, here is what to bring. Not as a sentence that the charges are unchanged, and not as a vote. “We still have Thursday at 10:00 for the sitting on 14 Papanikoli” is reception. “The roof was approved” is a minutes decision.
Who decides who is on the list?
The office. The assistant does not invent people to ring. You export or tick the files that need a reminder or a chase, with one purpose each. A list that mixes “where are the photos” with “see if they want us to take on a second block” is two jobs, and only the first one belongs here.
