Tenant Welcome Pack: What to Include

A well-prepared tenant welcome pack saves you time, reduces queries, and helps you meet your legal obligations from day one. Whether you manage one property or twenty, putting together a clear, comprehensive pack is one of the most practical things you can do at the start of a tenancy.

What Is a Tenant Welcome Pack?

A tenant welcome pack is a collection of documents and practical information you provide to your tenant when they move in. It typically combines legally required paperwork with useful details about the property itself — everything from how to work the boiler to where the bins go on collection day.

The idea is simple: give your tenant everything they need in one place so they can settle in without having to ring you with basic questions. A good welcome pack also creates a clear record that you've provided the documents you're legally required to share, which matters if disputes arise later.

Legally Required Documents

Before adding any nice-to-haves, your welcome pack must include the documents you're legally obliged to provide at the start of a tenancy. Missing any of these can have serious consequences, including being unable to serve valid notice or facing financial penalties.

The Renters' Rights Act Information Sheet

Under the Renters' Rights Act 2025, you must provide the government's Renters' Rights Act Information Sheet to every tenant. This document replaced the old "How to Rent" guide on 1 May 2026 and sets out tenants' rights and responsibilities. Always provide the current version published on GOV.UK at the start of the tenancy.

Crucially, you need to be able to prove your tenant received it. A signed acknowledgment or a digitally tracked delivery gives you that evidence. Without proof, you may be unable to serve a valid possession notice if you ever need to regain the property. Our guide on proving tenants received documents covers this in detail.

Energy Performance Certificate (EPC)

A valid EPC must be provided to the tenant before they occupy the property. It must be rated E or above (unless a valid exemption is registered). The certificate is valid for ten years, but you should check it's still current at each new tenancy start.

Gas Safety Certificate (CP12)

If the property has any gas appliances, you must provide a copy of the current Gas Safety Certificate. This must be renewed annually by a Gas Safe registered engineer and given to new tenants before they move in, and to existing tenants within 28 days of the check.

EICR (Electrical Installation Condition Report)

A satisfactory EICR must be in place before the start of a new tenancy. The report is valid for five years (or less if the inspector recommends an earlier re-inspection). You must provide a copy to your tenant within 28 days of the inspection, or before they move in if the report is already available.

Deposit Protection Information

If you've taken a tenancy deposit, you must protect it in a government-approved scheme within 30 days and provide the tenant with prescribed information about the deposit, including which scheme holds it, how to apply for its return, and what to do if there's a dispute.

Smoke and Carbon Monoxide Alarm Statement

While not always listed as a separate document requirement, confirming that the property has working smoke alarms on every floor and carbon monoxide alarms in any room with a fixed combustion appliance (gas boilers, gas fires, and solid-fuel or oil heaters — gas cookers are excepted) is good practice. Include the test date and location of each alarm.

Practical Property Information

This is where a welcome pack goes from a legal obligation to something genuinely useful. The more practical information you include, the fewer phone calls and messages you'll receive in the first weeks of a tenancy.

Emergency Contacts

Provide clear emergency contact details including:

• Your contact details or your managing agent's
• Emergency out-of-hours number (if different)
• Gas emergency line: 0800 111 999
• Water supplier emergency number
• Electricity supplier emergency number
• Local police non-emergency: 101

Make it clear what counts as an emergency (gas leak, flooding, loss of heating in winter) versus a routine maintenance request (dripping tap, stiff window handle). This helps tenants respond appropriately and avoids unnecessary out-of-hours calls.

Utility Suppliers and Meter Locations

New tenants often struggle to work out who supplies their gas, electricity, and water. Include:

• Current gas and electricity suppliers with account numbers (if applicable)
• Water supplier name and contact details
• Location of the gas meter, electricity meter, and water stopcock
• Whether meters are prepayment, smart, or standard credit
• Instructions for reading meters (especially older models)

Note that under the Renters' Rights Act 2025, landlords cannot require tenants to use a prepayment meter. If your property has one, tenants have the right to switch to a credit meter with the energy supplier.

WiFi and Broadband

If the property comes with broadband, include the network name (SSID), password, router location, and provider contact details. If broadband is not included, let the tenant know so they can arrange their own connection promptly.

Also note the location of the master telephone socket or broadband entry point, as engineers may need access to it during installation.

Bins, Recycling, and Collection Days

This is one of the most common questions new tenants ask, and one of the easiest to answer upfront. Include:

• Bin collection days and schedule (general waste, recycling, garden waste, food waste)
• Which bin is which (colour coding varies by council)
• Where to store bins between collections
• Link to the local council's waste collection page for updates

Parking

If the property has allocated parking, explain where it is and provide any permit details. If the property has no parking, note any local restrictions (residents' parking zones, permit requirements) and suggest alternatives. Include details of any visitor parking if available.

Heating and Hot Water

Explain how the heating system works, including:

• How to use the thermostat and any programmer/timer
• How to adjust radiator valves
• How the hot water system works (combi boiler, tank, immersion heater)
• How to repressurise the boiler if needed (with the target pressure range)
• Annual service date and who to contact for repairs

If the boiler has a digital display with error codes, a simple guide to the most common ones can save both parties time and worry.

Appliance Manuals and Warranties

If the property is furnished or includes appliances (washing machine, dishwasher, oven, hob), provide instruction manuals or links to digital versions. Many manufacturers make manuals available online, so a list of model numbers and download links is often more practical than a stack of paper booklets.

Include warranty information for any appliances still under warranty, along with the procedure for reporting faults.

Security

Cover the basics:

• How many sets of keys are provided and for which locks
• Burglar alarm code and instructions (if applicable)
• Window lock keys and their locations
• Gate or communal area access codes or fobs
• Procedure for lost keys (who pays for replacements and lock changes)

Garden and Outdoor Spaces

If the property has a garden, clarify who is responsible for maintenance. In most cases the tenancy agreement will state the tenant must keep the garden reasonably tidy, but some landlords arrange for a gardener. Include any relevant details about shared spaces, shed access, or restrictions (such as not removing trees or hedges).

Reporting Maintenance Issues

A clear process for reporting maintenance issues benefits everyone. Include:

• How to report a problem (email, online portal, phone)
• What information to include (description, photos, urgency)
• Expected response times for different types of issue
• What tenants can fix themselves (e.g. changing light bulbs, unblocking sinks) versus what requires a professional

Setting expectations early avoids frustration on both sides. Tenants feel heard when they know there's a system, and landlords benefit from having a documented trail of requests and actions.

Printed vs Digital Welcome Packs

Traditionally, welcome packs were printed folders left on the kitchen counter on move-in day. This still works, but it has downsides: paper gets lost, it's hard to update, and there's no record of when the tenant received it.

Advantages of a Printed Pack

• Immediately visible when the tenant arrives
• No technology barriers — accessible to everyone
• Feels personal and tangible

Advantages of a Digital Pack

• Easy to update when information changes (new bin days, updated emergency numbers)
• Cannot be lost — always accessible via email, app, or shared folder
• Tracked delivery — you can prove the tenant received it and when
• Searchable — tenants can find what they need quickly
• Environmentally friendly — no printing required
• Can include links directly to appliance manuals, council websites, and supplier portals

For most landlords, a digital pack is more practical, especially when managing multiple properties. If you prefer a personal touch, consider doing both: a brief printed summary with key essentials (WiFi, bins, emergency numbers) plus a comprehensive digital version. Our comparison of landlord record-keeping requirements goes into more detail on choosing the right approach.

The QR Code Approach

A practical hybrid solution is to place a QR code in the property — perhaps on the inside of a kitchen cupboard door or on a small framed card — that links to the digital welcome pack. The tenant can scan it at any time to access all the information they need.

This works particularly well for:

• Properties with multiple tenants (HMOs or house shares) where each new occupant needs access
• Situations where the tenant misplaces the printed version
• Keeping information current — you update the linked document, and the QR code always points to the latest version

You can generate QR codes for free using online tools, and the linked page can be anything from a shared Google Doc to a dedicated property page in a management platform.

How a Welcome Pack Reduces Tenant Queries

Landlords who provide thorough welcome packs consistently report fewer calls and messages in the early weeks of a tenancy. The most common tenant queries — "How do I turn on the heating?", "When are the bins collected?", "What's the WiFi password?" — are all answered before they're asked.

Beyond convenience, a welcome pack signals professionalism. Tenants who feel well-informed and supported from the outset tend to take better care of the property and communicate more constructively when issues do arise.

For landlords managing multiple properties, a standardised welcome pack template that you customise for each property saves significant time. The legal documents section stays largely the same; you just update the property-specific details.

Using HouseFile for Your Welcome Pack

If you use HouseFile to manage your property documents, your welcome pack essentially builds itself. All legally required documents — the Renters' Rights Act Information Sheet, EPC, gas safety certificate, EICR, and deposit information — are already stored and organised per property. You can share them digitally with tracked delivery, giving you proof that the tenant received each document.

Adding practical property information alongside the legal documents means everything your tenant needs is in one place, accessible at any time, and always up to date.

Welcome Pack Checklist

Use this as a starting point and adapt it to your property:

Legal Documents

• Renters' Rights Act Information Sheet (current version from GOV.UK)
• Energy Performance Certificate
• Gas Safety Certificate
• EICR
• Deposit protection prescribed information
• Tenancy agreement (signed copy)
• Inventory and schedule of condition

Property Information

• Emergency contacts
• Utility suppliers and account details
• Meter locations and reading instructions
• WiFi network name and password
• Bin collection days and recycling guide
• Parking details or restrictions
• Heating and hot water instructions
• Appliance manuals or links
• Key inventory and security information
• Garden maintenance responsibilities
• Maintenance reporting process
• Local council contact details

Common Mistakes to Avoid

Even well-intentioned landlords make mistakes with welcome packs. Here are the most common:

• Using an outdated Renters' Rights Act Information Sheet: The government updates this periodically. Always download the latest version from GOV.UK before a new tenancy starts.
• Not keeping proof of delivery: Providing documents is only half the requirement. You need evidence the tenant received them. Email with read receipts, a signed checklist, or digital tracking all work.
• Overloading with unnecessary information: Keep it relevant and scannable. A 50-page document that nobody reads is worse than a focused 10-page one that tenants actually use.
• Forgetting to update between tenancies: Bin days change, utility suppliers switch, boilers get serviced. Review and update the pack before each new tenancy.
• Not including move-out expectations: Briefly noting what's expected at the end of the tenancy (professional cleaning, returning keys, meter readings) helps avoid disputes later.

Getting Started

If you don't currently provide a welcome pack, start with the legal essentials and add practical information as you go. Even a simple document covering the basics is better than nothing.

For new landlords still getting to grips with the full range of obligations, our first-time landlord compliance guide walks through everything you need to have in place before and during a tenancy.

A tenant welcome pack is a small upfront investment that pays off throughout the tenancy. It protects you legally, reduces unnecessary communication, and helps your tenant feel at home from day one.