A tenant information pack (or welcome pack) is a comprehensive guide provided by the landlord to new tenants, combining legally required documents with useful practical information about the property and local area. Its purpose is to set clear expectations, improve communication, and help tenants settle in smoothly.
Advantages of Providing One
Providing a comprehensive information pack offers numerous benefits for landlords:
- Ensures legal compliance by confirming all required documents have been provided, which is essential if an eviction ever needs to be pursued.
- Sets clear expectations from the outset regarding property upkeep, rent payments, and rules, which helps prevent misunderstandings and disputes.
- Reduces frequent queries from tenants as they have a single point of reference for most questions, saving the landlord time and hassle.
- Builds a positive landlord-tenant relationship by demonstrating professionalism and thoughtfulness, encouraging better communication and care of the property.
- Promotes longer tenancies as well-informed tenants who feel welcomed and valued are more likely to stay longer.
- Minimises property damage by giving tenants clear guidance on maintenance, appliance use, and preventing issues like damp and mould.
Typical Contents
- A welcome letter to set a friendly, professional tone.
- Contact details for the landlord/letting agent and emergency tradespeople (e.g., plumber, electrician).
- Appliance manuals and operating instructions for the boiler, oven, washing machine, etc..
- Property-specific information such as the location of the stopcock, fuse box, and utility meters.
- Utilities information: Who supplies the gas, electricity, and water, along with current meter readings.
- Maintenance and repairs guide: Clear instructions on how to report issues and what constitutes an emergency.
- Guide to avoiding damp and mould highlighting the need to keep the property heated and ventilated
- House rules (if applicable) regarding pets, noise, recycling, and bin collection schedules.
- Local area guide with information on amenities, public transport, doctors’ surgeries, and popular local spots.
The document and manuals can be provided in printed form in a folder, or electronically via a link to a shared online drive. The information pack should be given to the tenant together with the tenancy agreement, inventory and other compliance documents
Tip: Don’t forget to include photos and videos / Youtube links to help explain how to access controls and use them correctly.
Tip: Include guidance on whether eScooters and eBikes are permitted inside the property and advice on safe storage and charging, as they have been responsible for fires and should not be left in hallways or other fire exits.
