Welcome Kit: Setting Your Tenancy Up Properly From Day One

The first few days of a tenancy set the tone. Tenants are figuring out their routines, learning the space and working out what to do when something doesn’t go to plan. When information isn’t easy to find, tenants guess, and small uncertainties can quickly turn into bigger issues.

A welcome kit removes that uncertainty early and signals that the tenancy is being managed professionally. When key information, documents and communication live in one place, tenants are more likely to self-serve rather than reach out reactively. For landlords, that usually means fewer repeated questions, fewer misunderstandings, and smoother communication throughout the tenancy.
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Read more: A Guide to a Smooth Move-in Process - a Checklist for Landlords
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A good welcome kit focuses on practical, everyday information. Think about the questions tenants are most likely to ask once they’ve moved in.

• Property basics. Cover the practical details tenants need to understand the property itself and how it functions day to day. This includes where key infrastructure is located, how to access shared facilities and any quirks that might not be obvious at first glance.

• ‍Rubbish and recycling. Explain how rubbish and recycling work, including bin days, sorting requirements and any council or building rules. If the property is in a complex, clarify where shared bins are located and how bulk or hard waste is handled so tenants don’t have to guess.‍

• ‍Parking and access. Set clear expectations around parking to avoid issues with neighbours or building management. This should include any allocated spaces, visitor parking rules, street parking restrictions and instructions for garages, gates, or remotes.

• ‍Appliances and utilities. Provide simple guidance on how to use key appliances so tenants can use them confidently. This might include heating and cooling systems, hot water, kitchen appliances, laundry facilities and any security systems or intercoms.

• ‍Gardens and outdoor areas. Clarify which tenants are responsible for maintenance and which fall under your responsibility as the owner. This helps avoid confusion around lawns, gardens, watering restrictions and any limits on changes or improvements.

• ‍Repairs, maintenance, and emergencies. Explain how tenants should report issues, what information to include and what response times they can expect. It’s also important to outline what counts as an urgent repair and what steps tenants should take if something goes wrong outside normal hours.

• ‍Contacts and communication. List the relevant contact details tenants may need, including how to reach you, when to expect a response and any building or emergency contacts. Clear communication expectations reduce frustration and keep issues from escalating.

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It also helps when this information isn’t scattered across emails or messages. Storing your welcome kit alongside tenancy documents, condition reports and ongoing communication in one place makes it easier for tenants to find answers when they need them.

Tools like RentBetter, allow landlords and rental providers to keep everything organised and accessible, so tenants can refer back to the right information without having to ask questions .

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A welcome kit works best when it’s shared before problems arise, not after the first question or issue comes up. Ideally, tenants should receive it as part of the move-in process, alongside their agreement, condition report and key handover. That timing gives them space to read it without pressure and refer back to it once they’re living in the property.

A welcome kit is also useful to resend later in the tenancy. If contact details change, new building rules are introduced, or maintenance processes are updated, having a single document to share avoids piecemeal explanations and repeated messages.
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‍Read more: Renting Out Your Property Without An Agent: Tackling the 'Big 4'

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