Overwhelmed? It feels like everyone I show an apartment to asks me these questions. Everyone. Then when they move in, they ask them all again – twice. First on move-in day, and second, a week later when they’ve forgotten the answers.
I developed canned answers for all these questions, which like a stage actor, came out of my mouth automatically without any thinking.
“Well, we have a garbage bin at the end of the driveway. When you have a full-bag please take it out to the garbage bin, and we’ll take it from there. Just make sure that you separate your garbage, recycling, and compost.”
It isn’t a big deal for me to answer these questions. It doesn’t take any brain power on my end. But, boy, am I tired of hearing myself say these answers. The solution is to create a move-in letter with some FAQs.
The Letter
Any time I have a question that is repeatedly asked, I add the answer to our letter. This does not always cut down on the questions, but it does allow me to give a less detailed answer and tell them that the answer is also in their move-in letter. Most importantly, when they’ve forgotten the specifics a week later, they can always go back and review the move-in letter.
Currently, the topics I cover in my letter are:
- New address, with postal or zip code
- Link to the Residential Tenancies Act (we have to provide this in our jurisdiction)
- Phone numbers for television and internet providers
- Phone numbers for the utility companies
- Our contact phone numbers (we’ve also had magnets printed and put them on all the fridges.)
- Info on tenant’s insurance
- Where they can get their mailbox key
- Info on garbage removal
- Info on local transportation services
- How to work the heating system
- Info on the crawl space in some of our units
- Storage sheds if they are available
- Info on guest parking
Preparing the Letter
Setup:
I have a master copy of the letter, on our letterhead, saved in Dropbox without any of the tenant information filled in. I have a scanned copy of my signature on the letter so I don’t have to sign them all. If I make any changes to the letter I save it again as the master document so it’s ready for the next tenant.
New Tenant:
When a new tenant is ready to sign the lease, I take the information off their application form, update the move-in letter, and print it off – done. This takes less than 5 minutes to complete.
Most Important Reason to Give a Move-in Letter
It makes your tenant feel appreciated and taken care of from day one. Moving is stressful, moving is awful, and there is always a tonne of things to do, including:
- packing
- changing addresses
- cancelling TV and internet
- booking a truck
- cleaning
- adapting your life to a new space
The list goes on. The act of writing and giving this simple letter to your tenant is a sign that you understand the stress of moving, and that you are looking to help them.