Nearly half of all enquiries received by estate and letting agencies arrive outside normal working hours, according to data released by proptech firm LightWork AI. An analysis of calls, emails, and portal enquiries from July to September 2026 found that 43% arrived outside the 9am to 5pm Monday to Friday window.
This breakdown included 28% of phone calls and 49% of emails and portal enquiries. Leonard Charlton, co-founder of LightWork AI, stated that for many branches, most enquiries come in when the office is closed.
The findings contribute to concerns regarding workload and staff retention within the property sector. Research from Hays indicates that 65% of property professionals work beyond their contracted hours, and Alto data suggests six in ten agencies report team burnout. Full-time estate agents earn an average of £35,990 annually, which is approximately 26% below the UK full-time average, according to ONS figures.
Agencies are facing increasing pressure to respond to enquiries around the clock, with staff often feeling unable to ignore out-of-hours contact due to the varied nature of enquiries. The data suggests agencies may need to re-evaluate their operational models to balance client service expectations with staff wellbeing.