AI Receptionist for Macosie Properties

Case Study: An AI Receptionist for Macosie Properties

About Macosie Properties

Macosie Properties is a local, independent property management company based at Bocam Park in Bridgend. It manages its own portfolio across South Wales: more than 30 homes let to families, plus a handful of commercial units.

The business is run day to day by Heather, Business Manager, who handles everything from tenant applications to repairs. Macosie is a member of Rent Smart Wales and a corporate member of the NRLA, and prides itself on a personal, transparent service.

The Challenge: A Phone That Never Stopped Ringing

Every call to Macosie went straight to Heather's mobile. On a normal day that was 15 to 20 calls, and they could be about anything:

Repairs and Maintenance: Tenants calling about leaking pipes, plumbing faults or problems with the electrics, each one needing details taken and passed to the right contractor.

Calls Out of Hours: Because calls came to her mobile, they didn't stop at 5pm. Evenings and weekends were never fully her own.

Calls That Didn't Need Her: Landlords asking Macosie to manage their property (a service it doesn't offer) and cold callers trying to sell something.

At three to four minutes per call, that added up to 60 to 80 minutes of Heather's day, plus 15 to 20 interruptions in the middle of other work.

How Flotek Helped

Heather sat down with Flotek for an IT consultancy session to map out how calls came in and where each one needed to go. From that conversation, Flotek built Hannah, an AI receptionist, in around 60 minutes.

Every Call Answered, 24/7

Hannah answers every call with a friendly, natural greeting, using a calm UK English voice that Heather chose. No hold music, no voicemail. She knows the office hours and tells callers whether the office is open, logging non-urgent issues for the next working day.

Repairs Sent Straight to the Contractor

Hannah takes the details of a repair and asks the questions a good property manager would. If there's a leak, she checks the tenant has turned off the stopcock. Where a contractor is needed, she sends the job straight to them by SMS or email, with a copy to Heather.

Cold Calls and Enquiries Handled

Sales calls are thanked and declined, with no message for Heather to follow up. Callers asking Macosie to manage their property are told politely that it isn't a service Macosie offers.

Always Up to Date

Hannah's knowledge is linked to the Macosie website and she checks it for changes. Ask her which two beds are available in Bridgend and she'll tell the caller what's currently listed. When Heather adds an answer to the website FAQs, Hannah picks it up automatically, with no retraining needed.

Fast, Natural Conversations

Flotek self-hosts its AI agents rather than relying on an external AI service, which keeps latency low. Hannah responds quickly with no awkward gaps, and most callers assume they're speaking to a real person.

The Results

Four weeks after going live, Macosie Properties has achieved:

5 to 7 Hours Saved Every Week: More than 20 hours back for Heather in the first four weeks alone.
24/7 Phone Cover: From office hours plus whenever Heather could pick up, to every call answered, day or night.
Faster Repairs: Jobs reach the right contractor by SMS or email before the tenant has put the phone down.
Evenings and Weekends Back: Heather is only contacted when something is genuinely urgent.
A Better Tenant Experience: Every caller gets a friendly answer straight away, and practical advice in an emergency.

Heather Ball, Business Manager, Macosie Properties

“Just try it. I was nervous, but it took an hour to set up and it’s given me my evenings back. If you’re a small team answering your own phones, you’ll feel the difference in the first week.”

Heather, Business Manager, Macosie Properties

What's Next for Macosie

Two developments are already planned. Heather will be able to trigger Hannah from the Macosie CRM to call every tenant every six months, check everything is alright and route any repairs, saving days of work each month. Hannah is also coming to the Macosie website as a web chat, with the same knowledge and the same routing.

Ready to Take Your Phone Off Your Plate?

Whether you're a landlord, an estate agency or a small team answering your own phones, Flotek's AI Receptionist answers every call 24/7, connects to 500+ apps and passes calls to your team when a person is needed. It works alongside our hosted VoIP telephony, and you can hear Hannah take a call on the AI Receptionist page.

Get in touch today to see what an AI receptionist could do for your business.