What should landlords include in a tenant welcome pack?

Moving into a rental property involves learning how a new home works. Even when the tenancy paperwork is complete, tenants may still need to know where the stopcock is, which day the bins are collected or who to contact if the heating stops working.

A clear tenant welcome pack brings this practical information together. It can reduce avoidable questions, help tenants respond appropriately when something goes wrong and establish good communication from the beginning of the tenancy.

What is a tenant welcome pack?

A tenant welcome pack is a practical guide to the property and the way the tenancy will be managed. It may be provided as a printed folder, a digital document or through an online tenant portal.

The content should be specific to the home. Generic information can be useful, but the greatest value comes from answering the everyday questions a tenant is likely to have after collecting the keys.

Keep legal documents separate and complete

A welcome pack is not a substitute for the written information landlords must provide under the rules applying where the property is located.

Requirements differ across the UK. For example, new private tenancies in England have written-information requirements under the rules in force from 1 May 2026. Wales uses written statements of occupation contracts, Scotland has its private residential tenancy requirements and landlords in Northern Ireland must provide a Tenancy Information Notice within the required timeframe.

Landlords should confirm which documents, certificates and prescribed information apply to their property and tenancy. These can be supplied alongside the welcome pack, but practical guidance should not be presented as though it replaces them.

Include the right contact details

The first section should tell tenants who manages the property and how to make contact. Include:

• The landlord or managing agent’s name

• Telephone and email contact details

• Normal office or availability hours

• The preferred method for routine enquiries

• Out of hours or emergency contact arrangements

• Details of any tenant portal or reporting system

Make it clear which contact method should be used in different circumstances. A tenant should not have to search through old emails to work out how to report a leaking pipe or ask a question about their tenancy.

Explain how to report repairs

Set out a simple repair reporting process. Ask tenants to describe the problem, explain where it is and provide photographs where appropriate. It can also help to request details such as when the issue began, whether it is getting worse and whether access will need to be arranged.

Explain the difference between a routine repair and an emergency without discouraging tenants from reporting genuine concerns. Examples of situations that may require urgent attention could include a serious water leak, a smell of gas, exposed electrical wiring or another immediate risk to people or property.

Emergency instructions should be clear, current and appropriate for the property. Tenants should also know when they need to contact an emergency service or utility provider directly.

Provide essential property instructions

Every home has its own systems and controls. The welcome pack should explain where important equipment is located and how it is normally used.

Useful information may include:

• How to operate the heating and hot water controls

• The location of the boiler and any basic reset instructions

• Where to find the water stopcock

• The location of the consumer unit or fuse box

• How ventilation or extractor systems work

• The location of gas, electricity or water meters

• Instructions for any alarm or entry system

Keep the guidance simple and avoid asking tenants to attempt repairs or technical work themselves. Where a qualified contractor is required, the pack should direct the tenant to report the problem.

Add appliance and fixture guidance

If the property includes appliances, provide the relevant operating instructions or links to digital manuals. This might cover the oven, hob, washing machine, dishwasher, fridge-freezer or any fitted smart technology.

Highlight any information that could prevent damage or confusion, such as how to clean a particular filter or which products should not be used on a surface. Make sure the instructions are consistent with the tenancy terms and do not transfer the landlord’s legal repair responsibilities to the tenant.

Explain utilities, meters and household services

Tenants may need practical information about utilities and other services when they move in. Depending on the arrangements for the property, the pack could include:

• Meter locations and how readings can be submitted

• Which utilities the tenant is responsible for

• Details of any communal heating or energy system

• Broadband or telephone connection information

• Water and drainage arrangements

• Septic tank, oil or LPG information where relevant

Avoid including account details belonging to a previous tenant. The pack should explain the property’s arrangements without sharing personal information.

Cover bins, parking and shared areas

Small practical details can make a significant difference during the first few weeks of a tenancy. Include bin collection days, recycling instructions and where containers should be stored.

Where relevant, explain:

• Allocated or permit parking

• Visitor parking arrangements

• Access to communal entrances

• Use of bin stores, cycle stores or shared gardens

• Building management contact details

• Relevant rules for communal areas

If the property is a flat, tenants may also need clear instructions for entry systems, lifts, deliveries and fire-safety arrangements within the building.

Clarify property specific responsibilities

The tenancy agreement or occupation contract should set out the formal responsibilities of each party. The welcome pack can make property specific arrangements easier to understand, provided it remains consistent with those terms.

For example, it may explain agreed responsibilities for gardens, changing accessible batteries, keeping vents clear or reporting damage. It can also include guidance on condensation, ventilation and heating, while making clear that tenants should report persistent damp, mould, leaks or defects rather than trying to resolve an underlying problem themselves.

Avoid vague instructions or extra rules that do not appear in the tenancy documentation.

Include check in and inventory information

Explain how the inventory or check in report will be provided and what the tenant should do if they believe something is inaccurate. Give a clear timeframe and process for submitting comments.

Encouraging tenants to review the record carefully at the beginning can help ensure the condition of the property and its contents is documented accurately. The pack can also remind tenants to keep copies of correspondence and report new damage or maintenance concerns during the tenancy.

Add useful local information

A short local section can help tenants settle in. Consider including details of nearby public transport, council services, healthcare facilities or building-specific arrangements.

Keep this section selective and practical. Local recommendations may change, so avoid filling the pack with information that will quickly become outdated.

Make the pack accessible and easy to update

A digital welcome pack is easy to search and update, while a printed copy can be useful for essential information that tenants may need during an internet or power outage. Providing both may be appropriate.

Use clear headings, short instructions and working links. Consider whether tenants need the information in another format and avoid relying only on QR codes for essential emergency details.

Review the pack between tenancies and whenever contacts, contractors, collection days, property systems or legal requirements change. An outdated welcome pack can create more confusion than having no pack at all.

A good welcome pack supports a positive tenancy

A useful welcome pack does more than greet a new tenant. It provides a reliable reference for the property, explains how to get help and encourages clear communication from the outset.

With different Reeds Rains property management services available, landlords can choose the level of support that suits them. Our local lettings teams can help with tenant communication, repairs and the ongoing management of your rental property.

Explore our property management services or contact your local Reeds Rains branch to discuss your property.

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This article provides general information and is not legal advice. Landlord obligations and tenancy terminology differ across England, Scotland, Wales and Northern Ireland. Landlords should check the requirements applying to their property and obtain advice where necessary.