Call Model 1 – Tenant Maintenance enables Lucy to warmly assist tenants with maintenance issues, collecting contact details efficiently.

The call model makes suggestions for simple troubleshooting steps on common problems like boiler resets, fuse box checks, or condensation ventilation, while empathetically guiding callers through a structured process to ensure all relevant details are captured. It intelligently assesses whether an issue qualifies as a "super emergency" (such as floods, fires, or major structural risks), escalating urgent cases by transferring the call to the property manager for immediate action.

For non-emergencies, it logs comprehensive descriptions—including when the problem started, symptoms, and any attempted fixes.

Time-aware handling adjusts responses based on business hours (8:00 AM–6:00 PM, Monday–Friday), reassuring out-of-hours callers that follow-up will occur the next morning.