Why We Close Our Client Onboarding Books For Christmas
Learn why winter is the peak season for emergency property response and why PR24 pauses onboarding to prioritise exceptional out-of-hours support.
If you’ve ever tried to get a plumber on Christmas Eve you’ll understand why winter is our version of peak season.
It’s the time of year when pipes freeze, roofs leak, heating systems give up… and the PR24 phones absolutely refuse to stay quiet.
That’s why every year from 31st October, we temporarily close our client onboarding books until the end of January. We’re not hibernating! It’s because delivering exceptional out-of-hours support during winter is our priority.
When Winter Hits, PR24 Steps Up
As a 24/7 out-of-hours emergency “make safe” provider, winter is when we do some of our most important work. Many of our clients close down completely for up to two weeks, handing full responsibility over to us. Others stay open but rely on us to cover all public holidays and weekends. Either way, while PR24 is always ready year-round, December and January demand peak preparedness.
To protect the quality of our service, we dedicate this period 100% to our loyal clients who already trust us with their homes, developments and customers.
What We’re Up To Behind the Scenes
While everyone else is organising Secret Santa, our team is working flat out on the essentials that keep properties safe during winter:
- Updating Scripts, Instructions & Contact Details
Festive coverage looks different for every client. We make sure we have:
- Accurate site information
- Up-to-date emergency instructions
- The right escalation procedures
- And all the “just in case” details that matter at 2am during a storm
No guessing. No delays. No crossed wires.
- Preparing Our Contractor Network
Our contractors are the heroes of winter – out in all weather responding to emergencies no matter the hour! Before the festive period we:
- Confirm availability
- Review emergency response expectations
- Check capacity
- Make sure every trade is ready for whatever winter throws at them
(which may just mean stocking up on coffee!)
- Reinforcing the PR24 Code of Conduct
Exceptional service doesn’t happen by accident. We reinforce our communication expectations and on-site behaviour guidelines to make sure every team member continues to operate according to the PR24 Code. The code calls for respect, passion, collaboration, honesty, and fairness and it ensures that every customer interaction is handled with care, compassion, and professionalism.
- Making Sure Every Client Feels Supported
Our team checks in with every client to clarify:
- Who we’re dealing with
- What to expect over the closure period
- How any specific sites or developments should be handled
- And what we’ll be taking off their plate
- Their contact point at PR24
By the time December arrives, everyone knows exactly where they stand – and who has their back (that would be us!).
Why Putting A Freeze On Onboarding Matters
Bringing on a new client takes time, care and detailed setup. Rushing that process helps no one. By pausing onboarding during winter, we ensure:
- Every existing client gets the full PR24 standard of care
- No shortcuts are taken in new setups
- Our team stays focused where it matters most
- Properties and residents stay safe during the critical winter period
In short: we don’t do “stretched thin.” We do “done properly.”
Thinking About Working With Us?
If you’re planning ahead for 2026 coverage, now is the perfect time to get in touch so we’re ready to start discussions at the end of January.
We’d love to help protect your properties, your customers, and your peace of mind.
👉 Contact us now to secure your onboarding slot and join the PR24 family.
Always Here. Always Ready. Always PR24.
