Estate agents fail to answer more than nine in ten calls during the early evening, according to research covering more than 3,000 UK property business phone numbers.

The study by InStep AI found that 94.1% of calls to sales and letting agencies between 6pm and 9pm on weekdays went unanswered.

The findings highlight a potential gap in how agencies handle enquiries from prospective buyers, sellers, landlords and tenants outside normal office hours.

Separate research from The ValPal Network suggests that up to 32% of property leads arrive outside conventional working hours. However, the proportion varies depending on the definition of office hours.

Agents face out-of-hours gap

Meanwhile, technology providers are increasingly targeting agents looking to handle enquiries after branches close.

Talos Labs is launching an AI voice system that answers calls and collects contact details. It can also ask prospective buyers and tenants about their budget, chain position and timescale.

In addition, the technology can book viewings directly into agency calendars. It can also deal with routine maintenance and tenancy enquiries.

Agents can take over conversations when necessary.

Johnson Ting, director of Talos Labs, said: “Having worked in the property sector I realised how frustrating it is when valuable leads are lost for a wide number of reasons.

“We have designed the system to sound as human, natural and friendly as possible so that callers may not even realise they are speaking to an AI assistant.”

Evening enquiries

Ting argues that traditional agency opening hours do not necessarily match when consumers search for property.

He said: “If you think about it, most people only have time to look at properties after 6pm and on weekends. That’s when they are off work. But most agencies are shut during those hours.”

Talos Labs is now taking on its first property clients ahead of a wider rollout.

The research adds to the debate over how agents handle enquiries outside conventional office hours. In particular, consumers continue to search for property during evenings and weekends.