When a tenant moves into a new property, there’s a lot to take in. It’s an exciting time, but it can also feel overwhelming. That’s why, at M A S O N S, we believe in setting the tone from day one – with a thoughtfully prepared Welcome Guide for every new managed tenancy.
For all of our fully managed landlords, this is something we include as standard. And here’s why it matters so much.
1. It Sets the Tone for the Tenancy
First impressions are everything. A clear, well-organised Welcome Guide shows your tenant that their home – and their experience – matters. It helps build trust and professionalism from day one, which leads to better relationships, better communication, and often, longer tenancies.
2. It Reduces Questions and Callouts
From “Where’s the stopcock?” to “How does the heating work?”, most of the early-day queries from tenants are easily answered with the right information upfront. A Welcome Guide should include everything a tenant needs to know, so they’re not left guessing – or calling you on the weekend. It saves everyone time – and stress.
3. It Helps Protect Your Property
Many issues arise simply because tenants don’t know how things work. Whether it’s an integrated appliance, a heating system, or a wooden worktop that needs regular oiling, clear instructions can help avoid unnecessary damage or misuse. A Welcome Guide should be tailored to the individual property, including guidance that helps tenants take better care of it from day one.
4. It Encourages Responsibility
By setting expectations clearly – such as how to report maintenance issues, what’s required with garden upkeep, how to ventilate properly – you’re creating a shared understanding from the outset. That sense of responsibility leads to a smoother tenancy and fewer avoidable issues, which is a key focus of our landlord services in Hitchin.
5. It Supports You in Case of Disputes
When tenants have been clearly informed of how things work and what’s expected, it strengthens your position if any issues ever need to be escalated or resolved. A Welcome Guide is a useful layer of protection, especially when combined with a thorough inventory and regular inspections.
What’s Included in a Welcome Guide?
Every property is different, but as standard our Welcome Guide includes:
- Important locations such as the stop cock, meters and boiler
- Utility providers
- Bin collection schedule and recycling guidelines
- Manuals for all appliances & hot water/heating
- Local area tips
- How to report maintenance issues
- Parking guidance
- Expectations on property care
It’s designed to be practical, accessible, and easy to refer back to.
Final Thoughts
At M A S O N S, we don’t believe in just handing over the keys and hoping for the best. Our fully managed landlords benefit from a complete onboarding experience for their tenants, including our signature Welcome Guide – because we know it leads to happier tenants, fewer issues, and better outcomes for everyone involved.
Want to learn more or request a Welcome Guide template?
Reach out to Connor at [email protected]
About M A S O N S
M A S O N S are leading lettings agents in Hitchin, offering expert landlord services, fully managed property solutions, and support for buy-to-let landlords across Hertfordshire. Built on 30+ years of award-winning lettings experience, we specialise in property management, buy-to-let in Hitchin, and residential lettings.
📞 Call us on 01462 557 477
📧 Or email: [email protected]
