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When Adiuvo first began over a decade ago, our mission was simple (as was our set up of two mobile phones and a kitchen table): to provide reliable, professional and knowledgeable support for property emergencies outside of office hours whilst improving well being of the sectors hard working property managers. Fast forward to today and we’re proud to handle calls for more than one million properties across the UK and Ireland, a scale that few, especially us, could have imagined in those early days.
But growing from a handful of clients to national coverage wasn’t just about adding more phone lines or hiring more people. It’s been a continuous process of refining systems, blending human experience with technology, and keeping our purpose at the heart of everything we do; to provide protection and suitable action to residents and our clients assets at the same level as they receive in hours.
The first step to scaling any 24/7 operation is structure. We built ours around three pillars:
Specialist Training: Every Adiuvo operator receives tailored training depending on client type whether block management, lettings, build-to-rent, HMO, or commercial. This ensures calls are handled by someone who understands the nuances of each sector.
Defined Protocols: Over time, we standardised hundreds of possible call types into clear procedures and scripts. This not only improves response times but ensures consistency and compliance across thousands of situations.
Tiered Supervision: A layered supervisory system means there’s always senior oversight available, even at 3am on a Sunday.
These foundations allowed us to scale confidently without compromising the quality or speed of our service.
Our growth story is as much about people as it is about process. Rather than outsourcing our expansion, we built our own international team — first in Ireland and the UK, then in Bangalore, India. Each location is fully integrated into adiuvo’s culture and standards, ensuring that wherever a call is answered in the experience feels seamless.
Equally vital are our partnerships: with clients who trust us to act as an extension of their brand, and with contractors who deliver the physical response. This network remains the backbone of our operation.
True scalability comes from efficiency and that’s where technology plays its part.
From script software to AI-assisted tools Adi, our intelligent triage assistant, we’ve invested in technology that supports rather than replaces our people. These tools reduce administrative load, eliminate delays, and ensure operators can make quicker, better-informed decisions in real time.
But no algorithm can replicate empathy and in a 24/7 property emergency service, that still matters most to the majority of residents so when an emergency strikes, most residents don’t want complete automation; they want assurance. Scaling up didn’t mean scaling out our humanity. In fact, we’ve doubled down on it using performance data to free our staff to focus where they’re needed most, and using feedback loops to improve every call.
Over the years, we’ve learned that successful scaling is about:
Consistency over speed: Growth is sustainable only if quality keeps pace.
Constant reviewing of Data: Regular performance analysis drives smarter staffing and resource allocation.
Adaptability: Emergencies evolve and so must we, from weather patterns to legislation to tenant expectations.
As we look toward the future with smarter buildings, predictive maintenance, AI-driven diagnostics the goal remains unchanged: to make property emergencies less stressful for everyone involved because whether for 10 properties or one million, the principle is the same.
