Tenant Onboarding & Welcome Package
Professional onboarding prevents disputes. Learn to create welcome packages, complete RTB-27 move-in inspections, deliver Form K for strata properties, and conduct property orientation that sets expectations from day one.
Why Onboarding Matters More Than You Think
Most tenancy disputes start in the first two weeks — not because of bad tenants, but because of vague onboarding. The tenant does not know how to pay rent, who to call for a repair, where the water shut-off is, or what the strata rules are. Every unanswered question becomes a phone call, a complaint, or a misunderstanding that could have been prevented with one clear welcome package.
Professional property managers send a welcome package 10 to 14 days before possession. It covers everything: payment instructions, utility setup, emergency contacts, property orientation, and move-in logistics. The tenant reads it once and never has to ask. That is the standard this module gives you.
Key Point
The first week is when you lock in evidence, expectations, and compliance. RTB-27 condition inspection, Form K delivery (strata), key exchange, utility transfer, and payment method confirmation — all happen before the boxes are unpacked. Skip any of these and you are negotiating from weakness later.
The Transition: Old Tenant Out, New Tenant In
When one tenant moves out and another moves in, the transition window is tight. Here is the sequence most experienced property managers follow:
- Move-out inspection (RTB-27) with the outgoing tenant — document condition, take photos at the same angles as move-in.
- Deposit return process — 15-day protocol from Module 8. Record the forwarding address.
- Unit turnover: Deep clean, repairs, re-key locks, test all utilities and appliances. Replace smoke detector and CO alarm batteries — this is the landlord's annual responsibility per RTB Policy Guideline 1.
- Move-in inspection (RTB-27) with the new tenant — fresh baseline, date-stamped photos, both parties sign. Landlord must give tenant their copy within 7 days. (RTA s. 23)
- Welcome package delivered — ideally 10–14 days before possession so the tenant has time to set up utilities and insurance.
Caution
Never hand over keys before completing the move-in condition inspection. Once the tenant has possession, boxes arrive fast and baseline evidence becomes impossible. Schedule the RTB-27 walkthrough for the same appointment as key handover — before furniture moves in. (RTA s. 23)
You must offer the tenant at least two opportunities (both between 8 am and 9 pm) to attend. If they miss the first, serve RTB Form RTB-22 (Notice of Final Opportunity to Schedule a Condition Inspection) before the second attempt. If you fail to complete the inspection properly, you lose the right to claim against the security or pet deposit. (RTA s. 24)
Property Orientation — What the Tenant Must Know
Walk the tenant through the property features on move-in day. Do not assume they will figure it out. Below is the orientation checklist — cover every item and include the locations in your welcome package.
| Item | Location / Details |
|---|---|
| EMERGENCY SYSTEMS | |
| Main water shut-off | Show exact location. Explain when to use it (major leak, plumbing emergency). |
| Electrical panel / breaker box | Label all breakers. Explain how to reset a tripped breaker. |
| Gas shut-off (if applicable) | Never turn off unless gas leak suspected. Call FortisBC or fire department first. |
| Smoke detectors / CO alarms | Test all units together on move-in day. Confirm all alarms work. Battery replacement is the landlord's responsibility (RTB Policy Guideline 1 — minimum annually). Tenants must not tamper with alarms and must report any chirping or malfunction to you immediately. |
| Fire extinguisher | Show location. Explain PASS method (Pull, Aim, Squeeze, Sweep). |
| UTILITIES & APPLIANCES | |
| Hot water tank | Show temperature setting. Explain 60°C is standard to prevent Legionella. |
| Furnace / HVAC system | Show filter location. Tenant replaces filters quarterly (typically). |
| Thermostat | Explain programmable settings. Confirm heating/cooling responsibilities. |
| Washer / dryer | Close water shut-off valves when not in use. Clean lint trap after every load. |
| Dishwasher | Run full loads only. Use recommended detergent. Check seal for leaks. |
| Stove / oven | Demonstrate burners, oven controls. Confirm gas vs. electric. |
| Fridge / freezer | Explain temperature settings. Show water line shut-off if ice maker present. |
| VENTILATION & MOISTURE CONTROL | |
| Bathroom exhaust fans | Run during and 20 minutes after showers to prevent mould. |
| Kitchen range hood | Use during cooking. Clean grease filter monthly. |
| Window operation | Show how to open/lock. Explain condensation = ventilation issue. |
| WASTE & RECYCLING | |
| Garbage / recycling schedule | Provide pickup days, bin locations, and sorting rules. |
| Composting (if applicable) | Explain green bin program, pickup schedule, accepted items. |
| Bulk item disposal | City pickup schedule for large items, or nearest transfer station location. |
| PARKING & STORAGE | |
| Parking stall assignment | Show stall number. Confirm visitor parking rules. |
| Storage locker (if applicable) | Provide locker number and key/access code. |
| Move-in elevator booking | Strata buildings often require advance booking and refundable deposit. |
Key Point
The walkthrough is not optional. A tenant who does not know where the water shut-off is will call you at 11 PM when a hose bursts. A tenant who does not know the thermostat settings will complain about heating bills. Fifteen minutes on move-in day saves dozens of unnecessary calls later.
☑ Move-In Day Checklist
Complete all items on move-in day — before furniture arrives and before keys are handed over.
Welcome Package Generator
Fill in your property details below. Click "Generate Welcome Letter" to create a professional welcome package you can copy, paste, and send to your new tenant.
📧 Welcome Package Generator
Fill in the fields. The tool generates a complete welcome letter with all onboarding details.
Key Point
One PDF or printed package beats twelve separate emails. Send the welcome package 10–14 days before possession so the tenant has time to set up utilities, arrange insurance, and plan the move. On move-in day, you should only need to do the walkthrough, hand over keys, and confirm everything is understood.
Caution — Strata Properties
Form K (Notice of Tenant's Responsibilities) and the current strata bylaws must be delivered to the prospective tenant before the tenancy begins — not after. Within 14 days of renting, you must also send the strata corporation a copy signed by the tenant. If you fail on either step, the tenant may end the tenancy within 90 days of learning of your failure — without any penalty to them — and you must cover their reasonable moving costs. Keep proof of every delivery. (Strata Property Act s. 146)
Key Takeaways
What to Remember from This Module
- Send a welcome package 10–14 days before possession. Include payment instructions, utility setup, emergency contacts, and property orientation details. One comprehensive document prevents dozens of later questions.
- Never hand over keys before completing the RTB-27 move-in inspection. Schedule the walkthrough for the same appointment as key handover — before furniture arrives. Provide the tenant with their signed copy within 7 days. (RTA s. 23–24)
- For strata properties, give the tenant Form K and current bylaws before renting begins. Within 14 days of renting, send a signed copy to the strata corporation. Without proof, you cannot enforce bylaw violations against the tenant. (Strata Property Act s. 146)
- Property orientation is not optional. Show water shut-off, breaker panel, smoke detectors, appliances, ventilation, and waste systems. Fifteen minutes on move-in day saves countless calls later.
- Confirm tenant insurance is active, utilities are transferred, and rent payment method is set up. File all signed documents (RTB-27, Form K, key receipt, insurance certificate) in the tenancy folder.
Action Checklist
Apply What You Learned
Common Questions
Frequently Asked Questions
10–14 days before possession. This gives the tenant time to set up utilities, arrange insurance, book movers, and plan the move. Waiting until move-in day creates unnecessary stress and unanswered questions.
You must offer at least two inspection opportunities (both between 8 am and 9 pm). If the tenant misses the first appointment, serve them RTB Form RTB-22 (Notice of Final Opportunity to Schedule a Condition Inspection) to set the second date. If they still do not attend, complete the inspection on your own, sign it, and keep copies. If you do not give the tenant two proper opportunities, you lose your right to claim against the security or pet deposit at the end of the tenancy. (RTA ss. 23–24)
No. RTA s. 23 requires the inspection before or at the start of the tenancy. Once furniture is in, baseline condition becomes impossible to document. Schedule the RTB-27 walkthrough for the same appointment as key handover — before boxes arrive.
Form K is the Notice of Tenant's Responsibilities under the Strata Property Act. It only applies to strata units. You must give the prospective tenant Form K and the current strata bylaws before renting begins. Within 14 days of renting, send the strata corporation a copy signed by the tenant. If you fail, the tenant can end the tenancy within 90 days of learning of your failure — without any penalty — and you must cover their reasonable moving costs. Keep proof of both deliveries. (Strata Property Act s. 146)
The landlord is responsible. Under RTB Policy Guideline 1, landlords must install smoke alarms and CO alarms, conduct annual inspections, test them, and replace batteries at least once a year following the manufacturer's instructions. Tenants must not tamper with or disable alarms, and must report a low battery or fault to the landlord immediately. This is one of the most common misunderstandings at the RTB — clarify it clearly on move-in day.
Yes. Property orientation prevents emergency calls and tenant confusion. Show water shut-off, breaker panel, smoke detectors, appliances, thermostats, and waste systems. A 15-minute walkthrough saves dozens of calls later.
Yes. Email is fine as long as you confirm the tenant received and read it. PDF format works well. Keep a copy of the email and any tenant reply for your records.
Do not hand over keys without a signed receipt. The key receipt documents what was provided, replacement costs, and return obligations. If the tenant refuses to sign, address the concern before proceeding.
Ask for confirmation in writing or screenshots of utility account setup. BC Hydro and FortisBC account numbers work. If utilities remain in your name after possession, you are responsible for unpaid bills.
Always. Take photos from the same angles as the previous tenant's move-out inspection. Include date stamps if possible. Photos are the strongest evidence at RTB hearings when condition is disputed.