Customer case study · Lettings & property management
Westport Property.
Property care.
Beyond office hours.
Meet the Dundee letting and property management agency supported by Norango’s hybrid AI and live reception service—helping urgent tenant issues reach the people who can act.
Founded in 2012 as a family-run agency, Westport Property has built its business around property management and lettings in Dundee and the surrounding area.
Its work spans residential homes, student accommodation and commercial property. That range brings together tenants looking for somewhere to live, businesses seeking premises and landlords who need dependable management.
Westport describes its approach in terms of local expertise, clear communication and professional care. As a RICS-regulated firm, it combines that local focus with a commitment to professional standards.
For the property team, service also means being ready when something goes wrong. Maintenance issues can arise long after the office closes, and tenants need a clear route to help.
Homes & tenancies
Support for the everyday—and the unexpected.
From residential lets to student accommodation, Westport supports tenants and manages the maintenance needs that come with occupied properties.
Landlords & property owners
Care that extends beyond the working day.
A dependable out-of-hours process helps the team distinguish routine enquiries from issues that need urgent attention.
The trusted partnership
AI understands the enquiry.
People take the next step.
Norango combines automated out-of-hours answering with experienced live receptionists who can act on urgent property enquiries.
The AI follows Westport’s agreed procedures to identify routine matters and potential emergencies. When human attention is needed, callers can transfer directly to Norango’s live contact centre for assessment and escalation.
The operational challenge
The office is closed.
A tenant still needs help.
A significant water leak, serious plumbing problem or loss of electricity can require attention outside normal working hours.
Westport needed a dependable point of contact that could understand the enquiry, distinguish routine matters from potential emergencies and direct urgent issues to the appropriate people.
The service also needed to avoid unnecessary interruptions: enquiries that could wait should be captured for the next working day, leaving urgent situations to receive immediate attention.
Out-of-hours calls.
A professional first response.
Norango’s AI receptionist answers calls outside Westport’s normal office hours. It identifies the nature of the enquiry and follows agreed procedures to determine the appropriate next step.
Routine enquiries.
Ready for the working day.
Non-urgent matters can be captured as messages for Westport’s team to follow up during normal working hours. AI filtering helps reduce unnecessary out-of-hours interruptions.
Potential emergency.
Direct access to a person.
When an enquiry involves a potential emergency, the AI can transfer the tenant directly to Norango’s live contact centre. Receptionists assess the situation and follow Westport’s agreed escalation procedures.
Urgent maintenance.
Active contractor contact.
The live team contacts the appropriate emergency contractors, maintenance personnel or designated on-call contacts. Urgent issues are directed to those responsible for resolving them, rather than simply being left as messages for the next working day.
Examples of enquiries requiring assessment
Recognising when a property issue needs urgent attention.
- Serious plumbing problems or significant water leaks.
- Loss of electricity or urgent electrical faults.
- Fire-related incidents requiring emergency escalation.
- Other urgent property maintenance issues requiring immediate assistance.
Calls are assessed and escalated in line with Westport Property’s agreed procedures.
An urgent call needs a clear next step.
Norango’s live team helps make it happen.
AI receives the tenant’s out-of-hours enquiry.
Agreed procedures distinguish routine matters from potential emergencies.
Live receptionists take over urgent enquiries and assess the situation.
The team contacts the appropriate contractor, maintenance team or on-call person.
The value for Westport Property
Dependable cover.
Focused escalation.
Less pressure on property managers.
Reliable out-of-hours coverage
Tenants have a professional point of contact when Westport’s office is closed.
Intelligent call filtering
AI identifies routine enquiries and potential emergencies using agreed procedures.
Direct human support
Urgent enquiries can transfer directly to an experienced live receptionist.
Active contractor escalation
The live team contacts appropriate emergency maintenance personnel when required.
Reduced operational pressure
Routine messages are captured for follow-up, helping the internal team focus on day-to-day management.
Efficient hybrid support
AI handles routine calls, with people available for situations needing additional attention—without Westport operating its own dedicated overnight reception team.
The outcome
Responsive support.
Practical action.
A dependable extension of the team.
Norango gives Westport dependable out-of-hours telephone support and emergency maintenance escalation.
AI call handling helps identify the nature of each enquiry. Experienced receptionists bring human assessment and practical action when an issue needs escalation.
The result is a flexible support service that helps urgent tenant issues reach the appropriate emergency contacts, while routine enquiries are ready for the next working day.
Real human support. When it matters most.
Build dependable cover around your property team.
Talk to Norango about hybrid answering and out-of-hours escalation tailored to your business.
Service and outcome details are based on the supplied Westport Property customer case study. Company background is supported by Westport Property’s website. Published 12 November 2026.