According to recent research, nearly one-in-five homes in the UK are privately rented. In such a competitive market, landlords need to be able to build positive relationships with their tenants. A warm and well-organised welcome can go a long way to starting things off on the right foot. Here, we’ll offer a few practical tips that will hopefully foster feelings of goodwill and make a difference in terms of tenant satisfaction, retention and property care.
Making a good first impression
This can set the tone for your tenant’s entire experience. A clean, well-maintained property speaks volumes about your commitment and attention to detail. Professional cleaning prior to move-in, for instance, is recommended as it offers a pristine, move-in-ready home that tenants appreciate.
And first impressions can be strengthened through well-assembled documentation – for example the tenancy agreement, inventory and safety certificates. Including these in a welcome pack not only covers legal bases but also signals transparency and organisation, key qualities that many tenants look for in a landlord.
Effective communication from the outset
Introducing yourself, whether in person or through a well-crafted welcome letter, is a great first step. This letter can briefly outline who you are, how to contact you and any key property rules. It’s also helpful to set clear expectations about communication boundaries, such as your preferred contact methods for non-urgent requests. This clarity helps avoid misunderstandings down the line. Fran Giltinan, Managing Director of Property Management & Customer Experience at Foxtons, expands on this point:
“You should prioritise a check-in, which ensures you’ve completed all mandatory safety checks. Importantly, it sets a clear baseline for you and your tenant, aligning your expectations for the property’s condition at the tenancy’s end.”
Personalised welcome packs
This can be digital or physical, providing valuable information and resources. It should include a combination of legal documents (like the tenancy agreement and deposit protection certificate) and practical items, such as manuals for appliances, utility set-up guidance and a local amenities guide. Thoughtful additions, like a few local snacks, gift cards or a directory of nearby services, help tenants feel at home immediately and reduce the need for initial questions.
Post move-in support
Welcoming tenants doesn’t stop at move-in day. A follow-up message or call a few days after moving in shows tenants that you are approachable and committed to their satisfaction. This simple gesture can be an invitation for them to raise questions they may have hesitated to ask otherwise, such as about recycling schedules, security systems or parking rules. Proactively providing guidance on common issues, like preventing damp or managing utilities, can also be a valuable aspect of post-move support.
Building strong relationships
Establishing a genuine relationship benefits both parties. When your tenants view you as approachable and considerate, they are more likely to communicate openly, care for the property and stay longer. By engaging with them personally, rather than through agents, you’ll find it easier to resolve issues directly and maintain positive interactions. Over time, tenants who feel valued are generally more cooperative, punctual in rent payments and respectful of the property.
Giving your tenants a warm welcome isn’t just about goodwill; it’s a strategic approach to property management. If you can create an environment where they feel respected and at home, this will likely lead to a smoother tenancy, benefiting both sides of the agreement.
