The ultimate tenant onboarding checklist

The tenant onboarding process is one of the most important things to master as a landlord, and this includes having the perfect tenant onboarding checklist. It is safe to say that the move-in day sets the tone for the entire tenancy, and a rushed or disorganised move will throw your tenants off completely. 

To be able to onboard your tenants effectively, you’ll need to ensure that you have a systematic process in place that ensures all legal requirements are met. This way, you’ll establish a proactive relationship with your tenants and ensure a positive tenant experience. Here, we’ll walk you through the entire tenant onboarding process, including what to include in your tenant onboarding checklist. 

What to include in your tenant onboarding checklist

Here’s everything you should be incorporating into your tenant onboarding checklist: 

Stage 1: Pre-move-in legal and administrative (2 weeks out)

With this stage of the tenant onboarding process, you’ll be focusing on finalising the paperwork and ensuring that all of your compliance documents are in place before your tenant moves in. Here’s what you’ll need to do in this stage: 

Finalising the contract and finance

• Signed agreement: Make sure that all adult tenants have signed the final lease agreement and that both parties have a copy of it at hand. 
• Initial funds secured: Make sure that you secure the first month’s rent and the full security deposit
• Legal ID check: You need to secure copies of the tenant’s photo ID and proof of their legal residency (right to rent checks).

Safety and compliance documentation

• Mandatory safety checks: Make sure that all of the mandatory gas and electrical checks and certificates are up to date (CP12 and EICR). 
• Alarms: Make sure that all the smoke alarms and carbon monoxide alarms are installed and working. 
• Energy performance certificate (EPC): Make sure that a copy of the valid EPC has been given to the tenant.

Deposit protection

• Protect immediately: You need to register the security deposit with a government-approved scheme within the first 30 days. 

• Issue prescribed information: Next, you need to provide your tenants with the official documentation and receipt from the deposit scheme.

Utility and council communication

• Notify authorities: Contact the relevant utility providers as well as the local council to inform them of the start date of the tenancy agreement, including their names. 

Stage 2: Move-in day

In the tenant onboarding checklist, you’ll need to take into account the move-in day when there is a physical exchange of the keys for the property.

The final inspection and inventory

• Conduct a walk-through: It is recommended that you meet the tenant at the property for the handover, where you can then conduct a final walk-through of the property together. 

• Detailed inventory and condition report: This must be completed for every room. A document will need to be put together that lists all the fixtures, fittings and contents of the room, with a detailed description of the condition. 

• Photographic evidence: Make sure that you take high-quality, time-stamped photographs of every room, wall, appliance and floor so that you make sure the condition of each room is documented. 

• Tenant signature: Make sure that you get the tenant to sign the completed inventory and cognition report as a formal recognition of the condition of the property. 

Access and welcome

• Key handover: This is the part of the tenant onboarding process where all keys and fobs are handed over to the tenant. Also, make sure that you document the exact number of sets of keys given to the tenant in the inventory report. 
• The welcome package: Provide your tenants with either a physical or digital welcome pack containing the following: emergency contact details, maintenance procedures, appliance instructions, and the Wi-Fi password (if relevant). 

Stage 3: Post-move-in and relationship setting (1 week after)

This next stage of the tenant onboarding checklist is about checking in on your tenants and establishing a long-lasting relationship for the remainder of the tenancy. You’ll need to make sure that your tenant has received all necessary legal documentation, such as: 

• A fully signed copy of the tenancy agreement.
• All safety certificates (EICR, CP12, etc.).
• The final, signed Inventory and Condition Report.
• The final Deposit Scheme information/receipt.

Setting the communication protocol

• Maintenance procedure: Your tenants should be well aware of how and where to report non-emergency maintenance requests, as well as where to find the contact details of the emergency contact number. This will ensure that there is no miscommunication and that any issues are passed on to the right person.  
• Introduce management: if you’re using a property management company, make sure that your tenants have their contact details and that they understand the manager is their primary point of contact. 

The check-in

• 7-day follow-up: The last part of the tenant onboarding checklist is a follow-up. Be sure to send out an email or text message approximately one week after the move-in date to ensure your tenants are happy with the move. This shows that you’re being proactive and will help set the tone for the rest of the tenancy. It also gives your tenants the chance to bring up any issues sooner rather than later. 

By transforming your tenant onboarding process from a chaotic one to a structured and organised one, you’ll automatically minimise risks and reduce the likelihood of any future conflicts. This will naturally have a direct impact on tenant retention, too.

For more information on landlord insurance and managing your rental property efficiently, feel free to visit our advice centre. Otherwise, make sure to get in touch with our friendly team of specialists at CIA Landlord Insurance on 01788 818 670.