Are there any documents I don’t have to replace on request?

The law doesn’t require you to replace any lost copy, including the tenancy agreement and the move-in inventory, although tenants can ask to see the gas safety record. Whatever you send, you can’t charge for it: a fee for a replacement tenancy agreement or copies of documents is a prohibited payment under the Tenant Fees Act 2019. You also don’t have to provide old certificates from before the tenancy started.

A tenant says they never received a document rather than losing it. What should I do?

This is more serious because it challenges whether you fulfilled initial delivery. Check your records immediately for email delivery confirmations, postal receipts, portal access logs or signed acknowledgement forms. If you can prove delivery, explain this professionally while still offering a replacement; if you can’t, provide the document immediately and improve your delivery proof systems going forward.

Tenant lost their gas certificate? What the law requires

Q: Do I have to reissue a Gas Safety Certificate if a tenant loses it?

There’s no specific legal duty to replace a lost copy. The Gas Safety (Installation and Use) Regulations 1998 require you to give each tenant a copy of the gas safety record within 28 days of each check, and new tenants a copy before they move in. Tenants can also ask to see the record, and you must make it available with reasonable notice. Sending another copy when a tenant has lost theirs is quick and good practice, and if you sent it by email, the tenant can ask for a paper copy.

Q: What should I do if a tenant keeps asking for replacement documents?

Send the copies, or put the current certificates somewhere the tenant can open them at any time, such as a tenant portal. There’s no legal limit on how often a tenant can ask to see the gas record, and you can’t charge for copies, so a permanent link saves you both time. Keep a note of each request and what you sent.

No rule requires you to replace a lost gas safety record, EICR or EPC, and you can't charge for a copy. Sending a fresh one is still the sensible answer, and it gives you a new, dated record that the tenant has it.

What the law requires

The rules for safety documents set out when you must hand them over. None of them contains a general duty to replace a copy that a tenant has lost.

Gas safety record

The Gas Safety (Installation and Use) Regulations 1998 require you to give each existing tenant a copy of the gas safety record within 28 days of the annual check, and to give new tenants a copy before they move in. Tenants can also ask to see the record at any time, and you must make it available with reasonable notice.

Electrical Installation Condition Report (EICR)

EICRs go to existing tenants within 28 days of each inspection and to new tenants before they move in.

Energy Performance Certificate (EPC)

The EPC must be given free to the person who becomes the tenant, and tenants can usually find it on the government's free EPC register.

If you sent the gas safety record by email, a tenant can ask for a paper copy.

Send another copy anyway

Even without a specific duty, sending another copy is the sensible response. It takes a minute, you can't charge for it, and it stops a simple request turning into a dispute about whether the tenant ever had the document.

Common scenarios and how to handle them

Tenant claims they never received the original

A claim that the original never arrived is different from losing documents, because it challenges whether you fulfilled initial delivery obligations. Review your records carefully. Do you have email confirmation, postal receipts, or platform delivery timestamps?

If you can prove initial delivery

Explain this to the tenant while offering a replacement copy.

If you cannot prove delivery

Provide the document immediately and improve your proof systems going forward.

Other requests you'll see

Tenant lost physical documents after moving

Provide digital copies via email with delivery confirmation, if the tenant is happy to receive them that way; they can still ask for a paper copy of the gas safety record. Most contractors can supply duplicate certificates free or for minimal admin fees. Keep the email trail as your record of what the tenant received.

Tenant deleted email with digital documents

Resend the documents via email with a clear subject line like “Replacement Safety Certificates: [Property Address]” and keep copies of this second email in your records. Consider also providing access through a tenant portal where documents remain permanently accessible.

Tenant requests documents during a dispute

Sometimes tenants request documents while withholding rent or preparing tribunal claims. Provide documents promptly regardless of disputes, because refusing appears retaliatory and weakens your position. Separate compliance obligations from tenancy disputes, and always fulfil legal requirements even when relationships deteriorate.

Tenant requests documents just before a tribunal hearing

Provide them immediately. The tribunal wants to see you're cooperative and compliant, and delays or refusals suggest you're hiding problems. If you've maintained good records, producing documents quickly demonstrates professional management.

Documenting replacement delivery

Every time you provide replacement documents, create a clear record. It shows what the tenant had, and when, if questions arise later about the safety information they were given.

Send replacement documents via email with:

Clear subject line: “Replacement Gas Safety Certificate: [Property Address]”
Brief message: “As requested, please find attached your replacement Gas Safety Certificate for [property address]. The next check is due by [date]. Please keep this copy for your records.”
All relevant documents attached as PDFs
Read receipt or delivery confirmation enabled

Save copies of these replacement provision emails in your tenant communication files. Label them clearly, for example “[Tenant Name] replacement documents 2026-05-01.pdf”, so you can quickly locate evidence of re-delivery if needed.

By registered post

Keep postal receipts.

Through a portal or platform

If using a tenant portal or document management platform, note the date you re-uploaded documents and any system notifications confirming tenant access.

This record shows what you sent and when, which helps if a dispute or tribunal case comes up later.

When replacement requests become excessive

Occasionally, tenants repeatedly claim they've lost documents. Perhaps they request the Gas Safety Certificate four times in six months. It's frustrating, but there's no legal limit on how often a tenant can ask to see the gas record, and refusing rarely helps.

Consider these solutions for repeat requests:

Establish a permanent access method

Rather than repeatedly emailing documents, provide access through a tenant portal where certificates remain available indefinitely. Explain: “I've uploaded all your safety certificates to the tenant portal at [URL]. You can access them anytime without needing to request copies.”

Send reminder emails after providing replacements

“Just confirming I've sent your replacement Gas Safety Certificate via email on [date]. Please save this in a dedicated folder labelled ‘Property Documents’ so you can locate it easily if needed in future.” Gentle prompts encourage better organisation without being confrontational.

Document the pattern

Keep thorough records of each request and what you sent. If disputes arise, a pattern of multiple replacement requests can show that the documents were available to the tenant all along.

Distinguishing between lost and never received

When tenants request documents, listen carefully to their phrasing. “I lost the certificate” admits initial receipt. “I never received the certificate” challenges whether you fulfilled delivery obligations.

If they claim they never received documents, this is more serious. Check your records immediately to see whether you can prove initial delivery. Email delivery confirmations, postal receipts, portal access logs, or signed acknowledgement forms provide proof.

If you cannot prove initial delivery, you have a compliance gap

Provide documents immediately and improve your delivery proof systems going forward. Don't argue about whether you “definitely sent it”, because councils and tribunals will ask to see evidence.

If you can prove initial delivery, respond professionally:

“I have records showing the Gas Safety Certificate was emailed to you on [date] at [email address], and our system confirms the email was delivered successfully. However, I'm happy to provide a replacement copy. Please find it attached.”

A reply like that gives the tenant a copy without accepting that the first one never arrived, and keeps your evidence intact.

Protecting yourself from false claims

Occasionally, tenants falsely claim they never received documents when preparing tribunal cases or rent repayment order claims. Strong delivery proof protects you from these allegations.

Implement these practices for all document delivery:

Email with delivery confirmation and read receipts enabled
Registered post with tracking for physical documents
Tenant portal access with timestamped viewing logs
Signed acknowledgement forms at tenancy start (listing all documents received)
Photographic evidence of handing over document packs at move-in

Clear delivery records usually settle a claim that a document never arrived.

Who has to prove what

Before a council can fine you for most tenancy and licensing breaches, it has to be satisfied beyond reasonable doubt that you broke the rules. If you rely on a defence such as having a reasonable excuse, it's up to you to show it.

Either way, a dated record of when and how you gave each document is what lets you show what you did.

Read more about document evidence for tribunal proceedings to understand what proof satisfies legal scrutiny.

Handling mid-tenancy document updates

Some document requests occur because certificates were renewed during the tenancy. Tenants might request “the Gas Safety Certificate” without realising there's a new version since the last one you provided.

Proactively provide renewed certificates within 28 days of inspection. Don't wait for tenants to request them. Send an email:

“Our annual Gas Safety inspection was completed on [date]. Please find attached your new Gas Safety Certificate. The next check is due by [date]. This supersedes the previous certificate issued in [year].”

Sending it promptly prevents confusion about which certificate is current and demonstrates professional compliance. Keep records of each renewal provision: you should have documented evidence of providing every annual Gas Safety Certificate throughout the tenancy.

EICRs and other renewed certificates

Give existing tenants a copy of each new EICR within 28 days of the inspection. Sending renewed certificates promptly also protects you against claims that you withheld important information.

What you're not obligated to replace

Some requests go further than anything the rules on giving documents cover. You can still choose to help, but you don't have to.

Tenancy agreement

You're not legally required to provide replacements, though it's usually good practice. If tenants lose their copy, you can't charge them for a replacement. A fee for a replacement tenancy agreement or copies of documents is a prohibited payment under the Tenant Fees Act 2019, and a first breach can mean a penalty of up to £5,000.

Move-in inventory

Not a legal requirement, so replacement is discretionary. However, if you'll need the inventory for deposit disputes at end of tenancy, providing replacements preserves evidence both parties agreed to property condition.

Historical certificates from before tenancy started

If tenants request copies of Gas Safety Certificates from years before they moved in, you're not obligated to provide these. However, you should retain historical certificates for your own records demonstrating continuous compliance.

Using technology to prevent repeated requests

Modern document management systems largely eliminate “lost document” requests by giving tenants permanent access to current certificates.

Tenant portals provide

always-available access to current documents
automatic updates when certificates renew
no dependence on finding old emails
timestamped logs proving document availability
elimination of “I lost it” requests

When onboarding tenants, explain: “All your important documents are available in your tenant portal: Gas Safety Certificates, EICR, EPC and your written statement of terms. You can access them anytime without requesting copies. I'll upload renewed certificates as soon as I receive them from contractors.”

Tenants can find what they need without asking, and you have a record of what was available to them and when.

Responding quickly to urgent requests

Sometimes tenants need documents urgently. Perhaps they're making insurance claims, dealing with health issues, or responding to council inquiries. Respond promptly to these requests regardless of circumstances.

If a tenant emails: “I need the Gas Safety Certificate urgently for an insurance claim,” respond within hours if possible: “Please find attached the current Gas Safety Certificate for your property. Let me know if you need any other documentation.”

Why speed helps

Quick responses demonstrate professional management and prevent escalation. Delays, even legally justifiable ones, damage landlord-tenant relationships and suggest disorganisation or non-compliance.

Keep digital copies of all important certificates readily accessible so you can respond to replacement requests immediately without searching through files or contacting contractors for duplicates.

Creating a replacement request process

Establish a clear process for handling document replacement requests:

Acknowledge the request immediately
“Thanks for your email. I'll send you a replacement Gas Safety Certificate within 24 hours.” This confirms you received their request and will action it promptly.
Check your records
Verify you have current, valid versions of requested documents. If the next gas safety check is due in two weeks, book it, and send the new record as soon as you have it.
Provide documents with clear labelling
Send via email with subject line indicating document type and date. Attach documents as PDFs so they're searchable and professional-looking.
Document the provision
Save copies of replacement provision emails in your records. Note the date in your tenant communication log: “Provided replacement Gas Safety Certificate via email, 2026-05-01.”
Consider preventative measures
If this is the second or third replacement request from the same tenant, suggest permanent portal access or other solutions preventing future requests.

Following a consistent process ensures no requests fall through cracks and you maintain complete records of all document provision.

When tenants request documents you don't have

Occasionally, tenants request documents you're not required to hold or don't possess. Perhaps they want copies of building regulations certificates from property construction, or planning permission documents, or historical records from previous owners.

Respond honestly: “I don't have the documents you've requested. These aren't documents landlords are required to retain. You might be able to obtain [description of document] from [relevant source, such as the local council or building control].”

Never fabricate documents or provide irrelevant paperwork to satisfy requests. If tenants need information you don't have, explain where they might obtain it. The law only requires you to give tenants the safety and compliance documents set out in the regulations.