The Power of a Proper Welcome

Why a Strong Start with Tenants Protects Your Property and Your Profits

As landlords, we often focus on finding the right tenants, getting the agreement signed, and making sure the rent comes in on time. But one of the most overlooked—and most crucial—parts of a successful tenancy is what happens the moment your new tenant steps through the front door.

The tenant welcome journey isn’t just a nicety. It’s a vital part of protecting your investment from costly issues like mould, leaks, and frozen pipes, while also building a respectful, long-term relationship.

At Gateway Property Hub, we’ve seen first-hand how a thorough welcome process can prevent damage, cut down maintenance costs, and create tenants who genuinely care for the home they rent. Here’s how you can do the same.

1. The Welcome Pack: More Than Just a Brochure

A strong welcome pack sets the tone. It tells your tenant: You live here now. And looking after this place matters.

What to include:

• Emergency contact numbers (agency, landlord, out-of-hours contacts)

• Clear instructions for appliances

• Tips on heating, ventilation, and using any dehumidifiers

• How to report maintenance issues (e.g. via Fixflo)

• Insurance and tenant responsibility reminders ( Tenant specific content or pet insurance policies to help protect belongings and property damage like the ones from Alan Boswell or Urban Jungle)

Mould Is prventable

2. Preventing Mould and Damp: Teach It Early

Mould is one of the most common, expensive, and completely preventable maintenance

• Open windows regularly for fresh air

• Always use extractor fans in kitchens and bathroom .

Problems: Help tenants understand:

• Dry clothes near ventilation or with a dehumidifier

• Why mould happens – and how to spot it early

3. What To Do In Case of a Leak or Flood

In an emergency, minutes matter. Make sure tenants know:

• Where the stopcock is and how to use it Thames Water Guide

• Who to call (day or night)

• What to do if a leak happens when you’re not reachable

We’ve seen avoidable disasters happen because a tenant didn’t feel confident acting quickly. A short briefing can prevent thousands in water damage.

4. Frozen Pipe Prevention: A Winter Essential

Winter holidays can spell trouble if tenants turn off the heating entirely.

What they should know:

• Always leave the heating on low (even when away)

• Keep internal doors and cupboards open for airflow

• Notify you if they’re going away for more than a few days

More guidance on this is available from WaterSafe.

5. Boiler Use and Heating: Keep It Consistent

A cold home isn’t just uncomfortable—it can create mould, frozen radiators, and even early move-outs.

Teach tenants how to:

• Set the thermostat to 16–18°C minimum in winter (NHS guidance on healthy home temperatures)

• Use the timer function properly

• Know what not to turn off (like the boiler!)

6. Communication is Protection

Problems don’t fix themselves—but tenants often delay reporting them.

Set the standard early:

• Show how to report issues (emergency vs non-urgent)

• Reassure them with a communication promise (e.g., 24hr response)

• Offer easy contact options (email, WhatsApp, online form)

You can also reference Shelter’s guide to repairs to explain what tenants should report.

7. Empowering Tenants = Long-Term Savings

Think of it as onboarding. A confident, well-informed tenant is a dream tenant.

That means:

• Walkthroughs of key systems (even via video)

• Clear, friendly instructions in writing

• Follow-up messages after move-in

It’s a short-term time investment that leads to fewer callouts, longer tenancies, and better property care.

8. What We Do at Gateway Property Hub

Our welcome process is designed to protect your property from day one. It includes:

• Personalized welcome packs

• A move-in call or in-person walkthrough

• 24/7 video guides available on demand

• Ongoing support for maintenance and emergencies

We do this because we know: properties looked after earn better, last longer, and attract great tenants.

9. Final Thought: A Smart Welcome is Smart Business

A strong tenant welcome process isn’t just good practice. It’s part of your asset protection strategy.

It reduces emergencies. It lowers costs. It keeps tenants happy and your property healthy.

Not sure what kind of welcome your current agent offers? Ask them. Or better yet—ask us.

👉 Book a free landlord check-in and discover how we help Croydon and Bromley landlords protect their properties from day one.