When a resident moves into their new apartment, your move-in packet serves as the ultimate welcome mat. It’s more than just a stack of papers; it’s your opportunity to help them settle in quickly and feel at home. A well-prepared packet shows that you’re organized, attentive, and genuinely care about their comfort. Let’s dive into what makes an exceptional move-in packet that residents will appreciate and remember.
The Warm Welcome
Start with a welcome message that feels personal. While it doesn’t need to be elaborate, it should strike a friendly and helpful tone. For example:
“We’re so excited to welcome you to your new home! We hope this move-in packet makes your transition smooth and helps you feel comfortable right away.”
Including a photo of your management team or the building’s exterior adds a nice touch. You could also include the names of staff members who will assist residents with specific concerns, such as maintenance or leasing. A small detail like this can create an immediate connection.
Quick Reference Sheet: Answers at Their Fingertips
One of the most helpful additions to a move-in packet is a one-page cheat sheet of essential information. Think about the most common questions new residents ask and address them upfront. This sheet can include:
Office Contact Info:
List the phone number, email, and physical address of the management office.
After-Hours Emergency Numbers:
Include a 24/7 maintenance line or any other critical numbers they might need.
Basic Building Details:
Wi-Fi details, trash pickup schedules, and mailroom information can all go here.
Parking Rules:
Mention designated spots, visitor parking, and towing policies to prevent confusion.
A quick reference sheet saves both you and the resident time by reducing the need for multiple calls or emails during their first few weeks.
Simplify Policies with Easy-to-Read Formats
Residents want clarity when it comes to rules and policies. Instead of dense legal language, create sections with clear headings and bullet points. Make policies approachable and straightforward to avoid frustration later.
Here’s a breakdown of what to include:
Rent Payments:
Mention due dates, acceptable payment methods, and where to pay.
Maintenance Requests:
Explain how residents can report issues, whether it’s an online form, app, or phone call.
Community Guidelines:
Outline quiet hours, pet policies, and rules for shared spaces.
This section is also a great opportunity to emphasize any included services, like pest control through Pest Share. Highlight that pest control is covered and easily accessible, saving residents from costly out-of-pocket expenses or ineffective DIY attempts. When you make it easy for them to address issues like pests, it reflects your commitment to a comfortable living environment.
Move-In Checklist: Staying Organized
Moving is chaotic, so a checklist can be a lifesaver for new residents. Include actionable items such as:
Condition Report:
Encourage residents to note the state of the apartment upon move-in. Provide a simple form for them to document scratches, dents, or other concerns.
Utility Setup:
Remind residents to set up electricity, gas, and internet accounts.
Key Details:
Explain how to get their keys, building access codes, and parking passes.
This checklist doesn’t just help residents; it protects you as a property manager by ensuring clear communication from the start.
Local Area Guide: Go Beyond the Basics
Show your new residents you care about their experience outside the apartment by including a guide to the neighborhood. Tailor this section to highlight nearby conveniences and attractions, such as:
Grocery stores, coffee shops, and gyms
Public transportation routes and schedules
Parks, trails, or recreation centers
Local restaurants or takeout options
Residents who feel connected to the area are more likely to stay long-term. If you manage multiple properties in different neighborhoods, create unique guides for each location to make them feel more personalized.
Highlight Apartment Amenities
If your apartments have special features, use this packet to ensure residents know about them. Some amenities may seem obvious, but new residents may not know the ins and outs of using them. For instance:
Package Lockers:
Explain how residents can retrieve deliveries.
Fitness Centers:
Mention hours of operation and any sign-up requirements.
Community Rooms:
Share how to reserve these spaces for events or gatherings.
If pest control is included as part of your resident benefits program (RBP), explain how it works here. Reassure residents that any pest problems will be handled promptly and professionally, with no out-of-pocket costs or hassles. Mention that Pest Share’s technology makes reporting and resolving pest issues quick and easy.
Forms and Instructions: Making Things Easy
Include practical forms and instructions that simplify everyday tasks for residents. Some examples include:
Maintenance Forms:
Whether physical or digital, give them a way to report issues. Include step-by-step instructions if the process is online.
Appliance Guides:
New residents may not know how to use the apartment’s unique appliances. Include basic instructions for things like thermostats, dishwashers, or smart home systems.
Trash and Recycling Guidelines:
Lay out where and when to dispose of waste.
The easier you make these processes, the fewer questions or complaints you’ll receive.
Digital and Physical Options
Many people appreciate the convenience of digital files, but not everyone prefers them. A digital move-in packet can be emailed before move-in day or shared via an online portal, allowing residents to access it anytime. Still, offering a printed version during key handoff can help those who find physical copies more practical.
When creating a digital packet, use clickable links for easy navigation. For instance, link directly to online maintenance request forms or your apartment’s resident portal.
Add a Personal Touch
Small, thoughtful gestures make a big difference. Residents will remember how you made them feel, so add a little extra care to your move-in packet. Consider these ideas:
Welcome Gift:
Include a coupon for a local business, a reusable grocery bag, or even a small houseplant.
Handwritten Note:
A simple “Welcome to the community!” note from your team can feel surprisingly personal.
These touches show that you value your residents as individuals, not just lease signers.
Anticipate Common Questions
Think about questions residents might have but don’t feel comfortable asking right away. For example:
Where can I park my moving truck?
What’s the procedure for getting a pet-approved?
How do I request additional keys?
Answering these questions upfront reduces misunderstandings and builds trust.
Set the Stage for Communication
End your packet by encouraging open communication. Let residents know you’re here to help. You could include a sentence like:
“Our team is always happy to assist. If you have questions or need support, don’t hesitate to reach out. Welcome to the community!”
This lets residents know they’re supported and appreciated, which sets a positive tone for your ongoing relationship.
Why a Great Move-In Packet Matters
When done well, a move-in packet helps residents feel prepared, welcomed, and confident in their new home. It also saves you time by reducing the need for follow-up questions and miscommunication.
Adding services like pest control through Pest Share can enhance the overall experience by tackling common issues quickly and stress-free. When residents know their comfort is a priority, they’re more likely to feel at home and stay long-term.
Remember, the goal isn’t just to hand out information—it’s to create an experience. By focusing on clarity, convenience, and personal touches, your move-in packet can become a tool that helps build trust, satisfaction, and community.
