20 Years of Keeping Our Word

Property Response 24 was officially incorporated on 20th October 2006. Back then, we were a close-knit team of five, managing out-of-hours calls for just a handful of local clients.   

Two decades later, the property sector looks very different. We’ve seen the rise of complex property management software, automated portals, AI algorithms, and shifting regulations. Over that same period, PR24 has grown to support more than 100,000 properties across the UK.

Yet, as we celebrate our 20th anniversary, the most important lesson we’ve learned isn’t about software or scaling operations. It’s that in a fast-changing world, the simplest values remain the most powerful.

Sustainable business growth doesn’t come from flashy tech or aggressive sales targets. It comes from keeping your word.

Doing What You Said You Would Do

When a housebuilder, block manager, or property factor partners with PR24, they aren’t just buying a call handling service. They are handing us their reputation during the most vulnerable hours of the day – evenings, weekends, and holiday periods.

Keeping our word in out-of-hours triage means:

• Delivering on time: Ensuring clean, structured morning reports land with client office teams by 9:30 AM without fail.
• Respecting trade networks: Prioritising our clients’ preferred local contractors first, treating tradespeople with professional respect, and paying them fairly and on time.
• Escalating with precision: Only dispatching emergency “make-safe” repairs when a situation genuinely demands it, protecting client budgets while keeping residents safe.
• Owning the process: Being honest and transparent on the rare occasion things don’t go strictly to plan.

As Managing Director Caroline Gunn recently shared: 

“The relationships that have lasted the longest aren’t built on contracts. They’re built on trust. Trust is what gets you through a difficult conversation. Trust is what turns a client into a long-term partner.”

Systems Support People, Not the Other Way Around

Over 20 years, it’s easy for growing businesses to get caught in the trap of over-complicating things – investing heavily in rigid corporate structures and complex systems while losing sight of the human element. At PR24, we continually refine and modernise our digital tools, data security, and operational workflows. But technology is a support mechanism, not the main event.

Our core founding principle remains unchanged: People stay where they feel valued. When you nurture your team, build genuine partnerships with contractors, and treat every caller with respect, exceptional service standards follow naturally. That simple ethos is why our client retention rate is among the highest in the UK out-of-hours sector – most of the clients who joined us in our earliest years are still with us today.

Looking Ahead to the Next 20 Years

We are immensely proud of reaching our 20-year milestone, but we are even prouder of how we got here: through organic, word-of-mouth recommendations built on trust, consistency, and care.

To support our next phase of growth and ensure our team has the very best tools at their fingertips, we are currently in the process of implementing a brand-new, custom operational system. Designed to streamline morning report workflows, centralise data, and automate reporting, this investment will give our team valuable hours back – allowing us to focus even more on what matters most: personal human service.

To our team, our contractor network, and the property partners who have trusted us with their portfolios over the last two decades – thank you for being part of our journey.

As we look toward the future, our promise remains as clear and simple as it was on day one: Day or night, weekends or bank holidays, PR24 is the constant your business can rely on.

Want an out-of-hours partner built on two decades of proven trust? Reach out to the PR24 team today to learn how we can support your portfolio.