Moving into a new property can be stressful for tenants. A well-prepared welcome pack gives them the key information they need from day one, while helping letting agents reduce avoidable questions and create a consistent move-in process.
So, what should you include?
Jump to
- Essential tenancy information
- Utility information
- Property information
- Maintenance & emergencies
- Importat documents
- Useful local information
- Tenant welcome pack check list
- Make it standard practice
- How this can help your agency
1. Essential tenancy information
Start with the basics tenants will need straight away:
- Property address
- Tenancy start date
- Letting agent contact details
- Property manager details
- Emergency and out-of-hours contact information
- Key and access information
Keeping these details together gives tenants one place to go when they need help.
2. Utility information
Utilities are an important part of moving into a new home.
Your welcome pack could include:
- 💡Current electricity and gas supplier
- 💧Water supplier
- 📶 Broadband information
- ℹ️ Council tax information
- ❓Which services the tenant needs to arrange themselves
You can also explain where the property’s meters are and provide any relevant meter information.
Send them this guide on how to set-up utilities when moving home to help them have a smoother process: https://oneutilitybill.co/our-insights/set-up-utilities-when-moving
Not sure who supplies the property?
Check out the table below how you can find these:
| What you need | Where to check |
| Energy | https://www.ofgem.gov.uk/finding-your-energy-supplier-or-network-operator |
|
Water supplier look up |
|
| Local council |
3. Property information
Help tenants understand how their new home works.
Consider including:
- Heating and boiler instructions
- Thermostat information
- Appliance manuals
- Meter locations
- Fuse box location
- Stopcock location
- Alarm instructions
- Parking arrangements
- Bin and recycling information
A few minutes spent explaining these things can prevent multiple questions later.
4. Maintenance and emergencies
Make it clear what tenants should do if something goes wrong. Include:
- How to report maintenance
- Who to contact in an emergency
- How to report an emergency
- Out-of-hours contact details
- What constitutes an emergency
- Fire safety procedures
- Where the smoke alarms are located
- Where the carbon monoxide alarms are located
5. Important documents
Depending on what has already been provided, your welcome pack could include or link to:
| ⬜ | Tenancy agreement |
| ⬜ | Inventory/check-in report |
| ⬜ | Relevant property certificates |
| ⬜ | Building or property rules |
| ⬜ | Appliance instructions |
| ⬜ | Tenant guidance |
A digital tenant portal can make these documents particularly easy to access.
6. Useful local information
Why not go beyond the basics? Give them local information about the local area.
A short local guide could include:
- Public transport links
- Local shops
- Local restaurants
- Bin collection information
- Nearby services
- Local council information
- Useful amenities
Take a look at HomeThinks nearby amenities checker to find local amenities in the property area.
Small touches like this can make the move-in experience feel much more welcoming ✨
Tenant welcome pack check list
Before sending the pack, check you’ve included:
- Tenancy and property details
- Agent and emergency contacts
- Utility information
- Meter information
- Heating and appliance guidance
- Maintenance process
- Important documents
- Waste and recycling information
- Key and access information
- Local information
Make it a standard practice
The best way to manage welcome packs across a growing portfolio is to create a standard template.
Keep the core information the same for every tenancy, then add property-specific details such as meter locations, parking, heating systems and bin collections.
This creates a more consistent tenant experience and makes the move-in process easier for your team.
For more tips on managing utilities during tenancy changes, read our guides on [meter readings], [utility registrations] and [avoiding void-period disputes].
How this can help your agency
A tenant welcome pack doesn’t need to be complicated. It simply needs to answer the questions tenants are most likely to have when they move in.
By providing the right information upfront, letting agents can create a smoother tenant experience while reducing unnecessary administration for their team.