How to Create a Welcome Package for New Tenants: The Landlord's Complete Guide

By PropsManager Team · Leasing & Marketing · Aug 14, 2025

I'll never forget the first tenant I moved into a rental without any kind of welcome package. Within 72 hours, I got eleven calls. Eleven. How does the thermostat work? Where's the circuit breaker? What day is trash pickup? Which number do I call for emergencies?

That was a Thursday. By Saturday I was sitting at my kitchen table putting together a welcome binder, and I haven't moved a tenant in without one since. That was 2014. Over the past decade, I've refined this process across 30+ units, and the difference is night and day — fewer calls, happier tenants, longer lease terms, and honestly, a lot less stress for me.

A tenant welcome package isn't some fluffy nicety. It's a business tool. According to the National Apartment Association, properties that implement structured onboarding processes see tenant retention rates improve by 15-20%. When your average turnover costs $3,500 to $5,000 between vacancy loss, cleaning, repairs, and marketing, that retention bump translates directly to your bottom line.

Let's break down exactly how to create a welcome package that works.

Why a Welcome Package Matters More Than You Think

Here's what most landlords get wrong: they think the lease signing is the finish line. It's not. It's the starting line. The first two weeks of a tenancy set the tone for the entire relationship.

A tenant who moves in confused and unsupported starts building resentment from day one. They feel like they're bothering you when they call with basic questions. They assume you don't care. And tenants who think their landlord doesn't care? They don't renew.

On the flip side, a tenant who walks into a unit with a clear welcome package, a few thoughtful touches, and every answer they could need — that tenant feels valued. They treat the property better. They communicate problems early instead of letting them fester. They pay rent on time because they respect the relationship.

The math is simple. A solid welcome package costs you maybe $50-$75 per move-in. A single month of vacancy on a $1,500/month unit costs you $1,500 plus turnover expenses. That's a 20x return on investment if it helps retain even one tenant per year.

The House Manual: Your Most Important Document

The house manual is the backbone of your welcome package. Think of it as an FAQ for your property. Every question your tenant might ask in the first six months should be answered in this document.

I keep mine as a printed binder AND a digital PDF. The binder goes in a kitchen drawer. The PDF gets emailed and stored in PropsManager's tenant portal so it's always accessible. Tenants lose paper. They don't lose a document that's permanently available in their online account.

Essential Contact Information

Put this on the very first page. Bold it. Make it impossible to miss.

• Emergency maintenance: Your 24/7 number or service
• Non-emergency maintenance: How to submit requests (ideally through PropsManager's maintenance tracking system)
• Your direct contact: Phone, email, and preferred contact hours
• Local emergency numbers: Police non-emergency line, fire department, poison control
• Building manager or super: If applicable, with hours of availability

One thing I learned the hard way: specify what counts as an emergency vs. non-emergency. I once got a 2 AM call because a kitchen cabinet door was squeaky. Now my manual explicitly states: "Emergencies include flooding, gas leaks, no heat in winter, fire, or break-ins. A dripping faucet at 11 PM is not an emergency — submit a maintenance request and we'll address it within 24-48 hours."

Utility Setup Guide

New tenants, especially first-time renters, often don't know how to set up utilities. Don't assume they'll figure it out.

Include for each utility:

• Company name and phone number
• Website for account setup
• Account number or property identifier (if needed for setup)
• Average monthly cost (tenants appreciate this more than you'd think)

For example:

That table alone saves you at least three phone calls per move-in. I track this stuff — it does.

Trash, Recycling, and Building Rules

This section prevents more neighbor complaints than anything else in the package.

Cover these specifics:

• Pickup days and times (e.g., "Trash goes out Tuesday evening, picked up Wednesday 7 AM")
• What goes where — recycling rules vary wildly by municipality
• Where bins are stored and where they go on collection day
• Bulk item disposal procedures
• Composting options if available

For multi-unit buildings, include quiet hours, parking rules, laundry room hours, common area policies, and guest/visitor policies. I once had a tenant who genuinely didn't know they couldn't store a couch in the shared hallway. If it's not written down, you can't enforce it fairly.

Appliance and Systems Guide

You don't need to include full user manuals — nobody reads those anyway. Instead, create quick-reference cards for each major system.

HVAC/Thermostat:

• How to switch between heat and AC
• Recommended temperature settings for energy efficiency (68°F winter, 72°F summer)
• Filter location and replacement schedule
• What to do if the system stops working

Water Heater:

• Location
• How to adjust temperature (and what NOT to touch)
• What to do if there's no hot water

Garbage Disposal:

• What can and can't go in (no potato peels, no pasta, no grease — I've paid $200+ for disposal repairs because tenants didn't know this)
• How to reset it when it jams

Washer/Dryer (if in-unit):

• Basic operation
• Lint trap cleaning reminder
• What to do if it's leaking

Local Area Guide

This is where you can really stand out. A local guide makes your tenant feel welcome in the neighborhood, not just the apartment.

Include:

• Nearest grocery stores (with walking/driving distance)
• Best local restaurants and coffee shops — pick 3-5, not 50
• Public transit info — nearest bus stops, subway stations, ride times to downtown
• Nearest hospital and urgent care
• Parks and recreation areas
• Schools (if your tenant has kids)
• Dog parks and pet-friendly spots (if you allow pets)

I update this section once a year. Takes 20 minutes and tenants consistently mention it as their favorite part of the package.

The Practical Move-In Kit

Moving day is chaos. Anyone who's done it knows: you can't find anything, you're exhausted, and the one thing you need is at the bottom of a box you haven't opened yet.

A small basket or bag of practical items costs you under $25 and makes a massive impression. Here's what I include:

The Non-Negotiables

• Spare keys (clearly labeled — front door, mailbox, storage, etc.)
• Toilet paper (2 rolls minimum — trust me on this)
• Paper towels (1 roll)
• Hand soap
• Trash bags (small pack of kitchen-size)
• Basic cleaning spray (one all-purpose bottle)

The Smart Additions

• A flashlight — in case they need to find the circuit breaker before they unpack
• Batteries (AA and AAA variety pack, $4 at Costco)
• Command hooks (a few packs — saves your walls from nail holes)
• Light bulbs — match the fixtures in your unit so they have replacements ready

These items tell the tenant: I thought about what you'd actually need. That kind of intentionality builds loyalty you can't buy any other way.

The Thoughtful Touches That Drive Lease Renewals

Now we're getting into the stuff that separates good landlords from landlords whose tenants brag about them to friends. Word-of-mouth referrals from happy tenants are the cheapest marketing you'll ever get.

Welcome Gifts Worth Giving

• A $15-$20 gift card to a local coffee shop or restaurant. Not Starbucks — pick somewhere local. It shows you actually know the neighborhood.
• A small potted plant. Succulents are perfect because they're nearly indestructible. A $6 succulent from Home Depot in a decent pot says "welcome home" better than any card.
• A bottle of wine or a six-pack of local beer (know your audience — skip this for tenants who don't drink; a nice box of tea or fancy hot chocolate works too).
• A handwritten welcome note. Three sentences. That's it. "Welcome to [address]. I'm glad you're here. Don't hesitate to reach out if you need anything." Takes 30 seconds to write and tenants remember it for years.

What NOT to Include

Skip anything that feels like marketing. No branded pens. No fridge magnets with your company logo. The welcome package is about them, not you. Keep it genuine.

Also skip anything perishable beyond what they'll use immediately. A fruit basket sounds nice until the bananas rot because they're eating takeout for the first week while they unpack.

Welcome Package Checklist

Here's a complete checklist you can print and use for every move-in:

For under $70, you're investing in a relationship that could be worth $18,000+ in annual rent. That's not generosity. That's smart business.

Digital Welcome Packages: The Modern Approach

Paper binders are great, but let's be honest — we live in a digital world. The best approach is both physical and digital.

With a platform like PropsManager, you can create a digital welcome experience that includes:

• A tenant portal where all documents, manuals, and contact info live permanently
• Online maintenance request submission — no more late-night texts
• Rent payment setup — get autopay configured from day one
• Document storage — lease, move-in checklist, insurance certificates, all in one place
• Communication history — every message logged and timestamped

I switched to digital-first welcome packages three years ago and my response-to-maintenance-request calls dropped by about 40%. Tenants just... look things up themselves when the info is easy to find. Revolutionary concept, I know.

The key is making the digital onboarding seamless. During move-in, walk the tenant through the portal. Show them how to submit a maintenance request. Show them where the manual lives. Get their payment method set up before you hand over the keys. Fifteen minutes of setup saves hours of back-and-forth later.

Check out PropsManager's pricing to see how affordable proper tenant management tools can be — most landlords are surprised at how quickly it pays for itself.

The Move-In Walkthrough: Making the Package Personal

Don't just leave the welcome package on the counter and disappear. The move-in walkthrough is where everything comes together.

Walk the unit with your tenant. Show them — physically show them — the circuit breaker, the water shutoff valve, the HVAC filter, the garbage disposal reset button. Point out the welcome package and tell them the manual answers most common questions.

This walkthrough should take 20-30 minutes. During that time:

1. Complete the move-in condition report together. Document every scratch, ding, and stain. Take photos. This protects both of you when move-out happens.
2. Test all appliances in front of the tenant. Turn on every burner. Run the dishwasher. Flush every toilet.
3. Review key lease terms verbally — rent due date, late fee policy, maintenance request process, and guest policies.
4. Answer questions. There will be some. Be patient.

The condition report is especially critical. It's the foundation for handling security deposit deductions properly down the road. If you skip it, you're setting yourself up for disputes.

Scaling Welcome Packages Across Multiple Properties

If you manage one or two units, assembling welcome packages by hand is no big deal. Once you hit five, ten, or twenty units? You need a system.

Here's how I scaled mine:

Standardize the template. One master house manual template with property-specific sections you can swap out. The emergency contacts, utility info, and local guide change. The appliance guides, building rules, and general FAQ stay the same across properties.

Batch purchase supplies. I buy welcome kit supplies in bulk from Costco or Amazon twice a year. Toilet paper, soap, cleaning spray, trash bags, batteries — all stored in one bin in my garage. When a move-in is coming, I grab a bag, fill it in five minutes, and I'm done.

Use property management software. PropsManager lets me store templates, automate the digital portion, and track which tenants have completed their onboarding checklist. No more wondering if the tenant at Unit 3B ever set up their portal account.

Budget for it. I allocate $75 per move-in for welcome packages. It's a line item in my operating budget, right alongside preventative maintenance schedules. Treating it like a business expense rather than an optional nicety means it actually happens every time.

Common Mistakes to Avoid

After talking with dozens of landlords at local REIA meetings, here are the most common welcome package mistakes I see:

Going overboard. A welcome package isn't a housewarming party. Keep it useful and respectful. Spending $200 on gifts doesn't make a tenant twice as happy as spending $70. It just makes you look like you're trying too hard — or worse, it makes them wonder what's wrong with the unit.

Skipping the digital component. A paper-only welcome package gets lost, stained, or thrown away within months. Always have a digital backup.

Not updating information. That coffee shop you recommended? It closed eight months ago. The trash pickup schedule changed in January. Review and update your welcome materials at least once a year.

Making it all about rules. Yes, include the rules. But bury them in the middle, not on page one. Lead with helpful info and welcome vibes. Nobody wants the first thing they read in their new home to be a list of things they can't do.

Forgetting pet owners. If you allow pets, include a section about local dog parks, vet offices, and pet waste policies. It's a small thing that pet-owning tenants notice immediately.

Explore More PropsManager Resources

Looking for the right property management software? Check out our in-depth guides:

• Compare Property Management Software — See how PropsManager stacks up against Buildium, AppFolio, Rent Manager, and Propertyware.
• Software for Small Landlords — Built for landlords managing 1–50 units without the enterprise price tag.
• AI-Powered Property Management — Discover how automation can save you 5–10 hours per week.
• Solutions for Property Managers — Scale from 50 to 500+ units without scaling your costs.

Frequently Asked Questions

How much should I spend on a tenant welcome package?

Budget $50-$75 per move-in. That covers printing materials, practical supplies, and a small gift. Going over $100 rarely adds proportional value. The most impactful items — the house manual, the handwritten note, the local guide — cost almost nothing. It's thought and effort that matters, not dollars. When you factor in that tenant turnover costs $3,500-$5,000 on average, even a $75 welcome package has an extraordinary ROI if it helps retain tenants.

Should I provide a digital or physical welcome package?

Both. Always both. The physical package creates the emotional moment — it's what they see on the counter when they walk in. The digital version provides long-term utility. Tenants will reference the digital manual at midnight when they can't figure out the thermostat. With tools like PropsManager's tenant portal, you can make the digital component available 24/7 without any extra effort on your part after the initial setup.

What if I manage properties in different locations?

Create a master template with interchangeable sections. The general structure — emergency contacts, utility guide, appliance info, local guide — stays the same. You just swap the property-specific details for each location. I manage units in three different neighborhoods, and it takes me about 15 minutes to customize the template for each property. Storing these templates in your property management software makes it even faster.

Do welcome packages actually improve tenant retention?

Yes, and it's backed by data. The National Apartment Association found that properties with structured onboarding see 15-20% better retention rates. In my own portfolio, I've tracked it informally: tenants who received a welcome package renewed their lease at a rate of about 78%, compared to roughly 55% before I started the practice. That's not a controlled study, but the pattern is clear. Happy tenants stay. Tenants who feel ignored leave.

Can I deduct welcome package costs on my taxes?

Generally, yes. Welcome package expenses are typically deductible as ordinary business expenses for landlords. The supplies, gifts (up to certain limits), and printing costs all qualify. Consult your tax professional for specifics, but in my experience, these costs are no different from other landlord tax deductions like advertising or office supplies. Keep receipts and document the expense as a tenant acquisition/retention cost.

Start Building Better Tenant Relationships Today

A welcome package isn't about being nice. I mean, it IS nice — but that's a side effect. It's about being strategic. It's about reducing your maintenance calls, improving your tenant retention, protecting your property, and building a reputation that fills vacancies through referrals instead of expensive listings.

Start simple if you need to. Print out a one-page contact sheet. Throw a roll of toilet paper and a $10 gift card in a bag. Write a welcome note. Even a bare-bones welcome package puts you miles ahead of the landlord who just tosses the keys and says "good luck."

Then level up. Build the full house manual. Create the digital experience. Systematize the process so every tenant, at every property, gets the same thoughtful onboarding.

Ready to streamline your tenant onboarding — and everything else about property management? PropsManager gives you the tools to create digital welcome packages, manage maintenance requests, track rent payments, and communicate with tenants all in one place. Check out our features or request a demo to see how it works.

Your future tenants — and your bottom line — will thank you.