A welcome pack should help someone use the property on day one. Organize it around tasks rather than departments. Keep the first message short, with a clear place to find the details later.
Before the move
Confirm the contact person, move arrangements, delivery route, and any building requirements that have actually been agreed. For a commercial tenant, coordinate contractor contacts, operating hours, signs, waste, and delivery access through the appropriate property process.
Put the essentials in one place
- Routine and after-hours contact routes, with monitored hours.
- Maintenance reporting instructions and the information to include.
- Parking, deliveries, waste, and common area information.
- Links to the official tenant portal and account contact.
- Any approved property procedures and the date they were last checked.
Send credentials and sensitive access details through an appropriate private channel. A public property page or group email is not a place for door codes, personal contact lists, or account documents.
Write the welcome around the next task
Welcome to [Property]. For [routine requests], use [route]. Our team monitors this [hours]. For [after-hours issue type], use [route]. You can find the property information at [official page]. Contact [person] if any details need correcting.
Check in after the move
Ask whether the tenant can find the contact information, use the service routes, and identify any unresolved move-in issues. Give the team a single place to record corrections so the next tenant receives the updated pack.