Tenant welcome pack for move-in

Prepare one tenant-facing pack that tells a new tenant what happens before, on and after move-in. This workflow is for lettings teams working from an agreed tenancy agreement, inventory, utility details and building rules. It ends with a practical action list and a clear route for questions that the pack cannot resolve.

1. Collect and label the source documents

Create one case folder for the tenancy. Use the property address and tenancy start date in the folder name. Save only the current documents that have been approved for issue.

Collect these inputs:

• The signed or final approved tenancy agreement.
• The dated inventory and check-in process, including photos or a separate inventory link if your process uses one.
• Utility details: current suppliers where known, meter locations, meter types, account transfer instructions and any communal supply arrangements.
• Building rules: access arrangements, waste collection, parking, lift use, noise rules, shared spaces and concierge details where relevant.
• Lettings team contact details, out-of-hours repair route and the named person or inbox for pre-move-in questions.
• The key collection method, appointment time and identity-check requirements.

Label each file with its status: signed, approved, draft or missing. Do not use a draft document as a source. If the pack needs information that is not in the files, ask the property manager or landlord for it. Do not fill gaps with assumptions.

2. Extract the move-in facts

Make a short fact sheet before drafting. This gives you a single place to compare the output against the documents.

Use these headings:

Pack section	Facts to extract	Source to check
Tenancy	property address, start date, named tenant, rent payment method and due date	tenancy agreement
Arrival	key collection location, time, contact and identification needed	team instructions and agreement
Condition	inventory deadline, reporting method and photo process	inventory and check-in process
Services	meter locations, supplier details, account actions and communal arrangements	utility details
Building	access, bins, parking, shared areas and noise arrangements	building rules
Help	repairs contact, emergency route and unresolved-issue contact	team contact list

Record a missing fact as TO CONFIRM, rather than writing around it. A tenant should not receive a pack containing that marker. It is a task for your team to resolve before sending.

3. Draft the pack in a fixed order

Give the model the fact sheet and the approved source text needed for accuracy. Ask it to use plain language, short headings and direct instructions. Keep the order consistent across properties so tenants can find key information quickly.

Use this drafting instruction:

Draft a tenant welcome pack for [property address]. Use only the facts and source text supplied below. Do not infer missing details or give legal interpretation. If a required fact is missing, write [TO CONFIRM]. Use British English. Address the tenant as “you”. Include: welcome and tenancy start; before you arrive; key collection; first-day checks; inventory and condition reporting; utilities; building rules; repairs and emergencies; move-in action list; unresolved-issues contact route. Keep clauses, dates, names, links and contact details exactly as supplied.

Then supply the fact sheet first, followed by only the relevant extracts. If the documents are long, work section by section. This makes it easier to check which source supports each statement. Available features and document handling can vary, so check the current guidance in the xAI documentation overview before setting a team process.

The pack should contain these sections:

1. Welcome and tenancy start: address, start date and a short note that the agreement remains the controlling document.
2. Before you arrive: appointment, identification, payment or account actions your team has confirmed, and what to bring.
3. Keys and access: collection point, access code process where applicable, and what to do if access fails.
4. Inventory and condition: explain the deadline and method for checking the inventory, adding comments and sending photographs.
5. Utilities and services: state only known supplier, meter and account-transfer information. Separate private utilities from building-managed services.
6. Living in the building: set out relevant rules in bullets, with no added restrictions.
7. Repairs and urgent problems: provide the approved reporting route. Do not decide whether an issue is an emergency for the tenant.
8. Move-in action list and questions: finish with actions, deadlines and a named contact route.

4. Check the draft against the files

This is the step that prevents a polished but wrong pack from going out. Read the draft beside the fact sheet, not from memory. Check every date, name, amount, contact detail, link, deadline and instruction against its source.

A draft is wrong when it does any of the following:

• Gives a key collection time that differs from the appointment record.
• States a utility supplier as certain when the utility document says it is unknown or subject to change.
• Changes an inventory deadline or omits the method for reporting discrepancies.
• Presents a building preference as a tenancy rule.
• Includes a repair telephone number but no out-of-hours route.
• Leaves TO CONFIRM in the tenant copy.

Ask a second team member to check the items most likely to cause a failed move-in: access, keys, payment instructions, inventory deadline, utilities and repairs. The person approving the pack should confirm that it matches the current tenancy documents. Where wording may affect the tenant's rights or obligations, send it to your approved internal reviewer rather than asking the model to resolve the point.

5. Add the final move-in action list

Put this at the end of the pack, after all explanatory sections. Use checkboxes and include a deadline or trigger for every item.

• Confirm your key collection appointment before travelling.
• Take meter readings and photographs when you enter the property, if meters are present.
• Review the inventory and submit any comments by the stated deadline.
• Set up or transfer utility accounts using the details provided.
• Save the repairs and out-of-hours contact details.
• Tell the lettings team about any issue not covered in this pack using [email address] or [telephone number].

Use one unresolved issues route. State what the tenant should include: property address, name, move-in date, a short description, photos where useful, and the best callback number. This route is for missing information, access problems and questions about the pack. Keep repair reporting on its separate approved route.

6. Send, record and correct

Send the pack in the format your team has approved, with accessible headings and working contact links. Record the version sent, date sent, sender and the source document versions used. Keep this record with the tenancy file.

If the workflow does not produce a safe draft, stop and find the missing source. Common causes are an unsigned agreement, changed key arrangements, incomplete utility information or building rules that do not apply to the property. Update the fact sheet, obtain approval for the missing detail, then draft and check the affected section again. Do not send a partial pack that makes a tenant guess what to do on move-in day.