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Tenant Communications Pack

Clear communication reduces no-access, complaints and anxiety.
This Tenant Communications Pack gives housing teams ready-made templates that make occupied retrofit smoother, safer and easier for everyone.

📨 What’s Included

Designed for housing officers, retrofit teams, DLO units and installer partners, this pack includes:

  • SMS templates — quick updates tenants actually read
  • Email templates — formal confirmations and explanations
  • Letters — for legal/notice requirements and vulnerable tenants
  • Door cards — for no-access, appointment reminders and follow-ups
  • FAQs — answers to common questions about heating, comfort and access

These tools keep residents informed, reduce failed appointments, and build trust.

🧩 Why Tenant Communications Matter

Occupied retrofit succeeds when residents:

  • understand what’s being done
  • feel reassured that disruption will be minimal
  • know how long work will take
  • trust that the installer is legitimate
  • receive consistent messaging from every member of staff

Good communication prevents missed visits, reduces anxiety, and speeds up entire programmes.

đź“ť Example SMS Template

A simple, high-clarity text that works for most properties:

“Hello, this is your housing team. An installer will visit on [DATE] to improve your radiators. You do not need to leave your home. Please ensure access is available.”

This can be adapted for:

  • vulnerable residents
  • first appointments
  • revisits
  • heat pump or system upgrades
  • cancellations or rescheduling

📨 Example Email Template (Optional to Use)

Subject: Your Heating Upgrade – Appointment on [DATE]

Hello,

We will be carrying out a heating improvement in your home on [DATE].
You do not need to leave your property and the work is usually completed with minimal disturbance.

This upgrade helps your radiators work more efficiently and supports lower heating costs over time.

Please ensure:

  • we can access all rooms containing radiators
  • pets are secured
  • furniture is moved away from radiators where possible

If you need to rearrange the appointment, reply to this email or call us on [NUMBER].

Thank you,
Your Housing Team

📬 Door Cards

Teams can print door cards for:

  • “Installer Arrived – No Access”
  • “We Will Return at [TIME]”
  • “Please Contact Us to Rearrange”
  • “Heating Work Completed”

Door cards reduce tenant confusion and help maintain daily throughput on large programmes.

âť“ FAQs to Include in Tenant Packs

  • Do I need to move out?
    No — installations are completed with you at home.

  • Will my heating be turned off?
    Briefly, yes. Systems are restored the same day.

  • What does the upgrade do?
    It helps your radiators warm the room more effectively.

  • Will this damage my dĂ©cor?
    No structural work is required.

  • What if I have concerns?
    Contact your housing officer or the installer.

Use this pack to standardise communications, reduce missed appointments, and improve resident experience across your retrofit programmes.