LGM.07944 332211
Staff training · Module 3

Onboarding a landlord

Zero-Call Cover, from the first call to the day cover starts, and every day after. Example: a landlord with 6 properties and an EICR in place.

6 chaptersCaptions on screenZero-Call Cover terms, Oct 2026Field handbook (PDF)

The first ten days

Landlord, tenant and LGM, side by side.

LandlordTenantLGMDay 0Day 1Day 2Day 5Day 6Day 9Day 10Books a call15-min call,welcome emailForm, EICRs,PIN, limitsEICR review:green, amber, redIntro text,PIN confirmedVisit booked,24h noticeLets us in,learns to reportOnboarding visitReport andquote: YESReport in 24hRemedials doneCover startsWhatsAppgroup live
Example timeline. Working days; the visit depends on the tenant’s availability.

Onboarding, step by step

  1. Enquiry and call. Reply within 1 working hour. A 15-minute call: properties, current EICRs, how tenants report today, what has gone wrong before. Welcome email the same day.
  2. Form and PINs. The landlord completes the onboarding form: properties, EICR uploads, tenant names and mobiles, keys and access, who can approve work, the pre-approved limit, the landlord PIN (birthday DDMM by default, or their own choice), and the tenant questions.
  3. EICR review. Within 1 working day: green (in date, satisfactory), amber (C2s with no proof of repair, or due within 6 months) or red (unsatisfactory, expired or missing). Red: EICR first.
  4. Tenant introduction. Within 1 working day of the form: a text and email on the landlord’s behalf. Who we are, why we’re visiting, the WhatsApp group, and the tenant’s 4-digit PIN: their birthday as DDMM by default, or any 4 digits they choose.
  5. Visit booked. Within 10 working days, with at least 24 hours’ notice in writing. The electrician gets the job pack: EICR and its observations, the pre-approved limit, care notes.
  6. The visit. Not an EICR: a check that everything works and is safe to use. Every room, every accessory looked at, sockets with a plug-in tester, alarms, the board, last EICR’s repairs. Small fixes within the pre-approved limit done on the spot. Passport tag fitted.
  7. The tenant handover. Join the WhatsApp group, how to report (photo and one line), what’s covered, the emergency steps, PIN confirmed (never said aloud by us).
  8. Report and quote. Within 24 hours: photos, what’s working, what isn’t, and a fixed-price quote. Pre-existing faults are quoted; cover is for what goes wrong after it starts.
  9. Approval and cover. Landlord replies YES. Remedials within 5 working days. Cover starts the day they’re signed off: welcome email, compliance diary, tenant told the group is live.
GreenIn date, satisfactory, no open C1, C2 or FIOnboarding visit, then coverAmberIn date, but C2s with no proof they were fixed, or due within 6 monthsWe check the fixes at the visit, or book the EICRRedUnsatisfactory, expired or missingEICR first; cover starts on a satisfactory report
EICR review within 1 working day.
Entrance hallKitchenBathroomBedroom 1Bedroom 2HallwayLiving roomStoreIN12345678Pull cord snappedSwitch crackedAlarm missing
The onboarding visit route: board first, then every room. Red: faults found in the example.
Onboarding visit · 18 Sample Road, E10 · exampleHallway light switch cracked: replaceSafety£26.30Bathroom pull cord snapped: replace switchSafety£27.00Bedroom 2 double socket loose: refixedDone on the visit, within the £50 pre-approval£20.00 ✓Hallway smoke alarm missing: fit 10-year sealed alarmLegal duty£42.80Total, fixed£116.10Reply YES: allReply 1, 2 or 4: pickQuestions? Call us
Report and fixed-price quote within 24 hours.

The £50, and the times we promise

IncludedUp to 3 visits a year · 1 hour each · partsup to £50 a yearJust do it, then one linePre-approvedChargeable extras up to the landlord’s limit(example £50 a job)Do it, list it in the one lineQuote firstAnything over the limit, or longer jobs (£20per half hour)Written YES before any work
Included, pre-approved, quote first.
1 hourReply to every reportMon–Fri, 8am–6pm4 hoursEmergency7am–10pm · £50 for members, twice a year2 daysUrgentworking days, or that month is free5 daysRoutineworking days
Response times.
Tenant reportphoto + one lineTriage5 questions, 1 hourEmergency4 hoursUrgent2 working daysRoutine5 working daysNot coveredappliance, tenant damageNot a faultfixed by phone, logged
Every report triaged within one working hour.

The five triage questions

  1. Is there smoke, fire, a burning smell or sparks? Fire: get out and call 999.
  2. Has anyone had a shock, or is water near anything electrical?
  3. Is the whole home without power? Neighbours too? Power cut: call 105.
  4. Has a switch on the fuse board tripped? Can you safely switch it back on, once?
  5. Please send a photo of the fuse board and the problem now.

Protecting the landlord

Ask the landlord these at onboarding, for each tenant.

  1. Who lives at the property, and who may report faults? Names and mobiles.
  2. How long have they lived there, and how have repair requests gone so far?
  3. In the last year, how many call-outs turned out to be nothing, or not urgent?
  4. Has anything been reported as an emergency that wasn’t one?
  5. Any damage caused by the tenant before, such as broken fittings?
  6. Is there a dispute or notice in progress we should know about? (No details: we just keep everything in writing.)
  7. Does anyone rely on powered equipment, such as medical or mobility equipment, where a power cut is serious?
  8. What notice does the tenant prefer, and are there times we must avoid?
  9. Do you hold keys or a key safe, and may we use them if the tenant agrees but can’t be in?
  10. Out of hours: do you want a call before we attend an emergency, or should we go straight after triage?
  11. Tenant damage: fix it and bill you with an evidence pack, or report to you first?
  12. Which appliances are yours? (Not covered by the plan, but we’ll tell you what we see.)
  13. Has the tenant asked for changes, like extra sockets? (Those are quoted to you, never done on the tenant’s say-so.)
  14. Should the tenant see the one-line job summaries, or only you?

How the plan protects the landlord

  1. Every report needs a photo or short video and the triage questions. Triage decides the category, not the caller.
  2. Danger is never ignored: safety steps first (switch off, 999 for fire, 105 for a power cut), then verify.
  3. Out of hours, a triage call comes before any visit. Not an emergency: booked as urgent or routine.
  4. Tenants can report and give access. Only the landlord or a named approver can approve chargeable work.
  5. Requests for improvements go to the landlord as a quote, never done on a tenant’s request.
  6. Everything in the property WhatsApp group or logged: who, when, what was said.
  7. Unfounded call-outs are logged and listed in the landlord’s monthly summary.
  8. Two unfounded call-outs in three months: the landlord chooses whether non-emergency visits need their OK first.
  9. Tenant damage: photographed and fixed at member rates with an evidence pack, as the landlord chose.

Who’s calling? PINs and authority

1Registered number?Caller ID matches the account24-digit PINAsk for it; never read it back3Allowed to do this?Tenant reports · landlord approves4Act, and log itWho, when, what was agreedAny check fails: be polite, take a message, call back on the registered number.A danger report is never ignored: give the safety steps first (switch off, 999 for fire, 105 for a power cut), then verify.
Four checks on every call.
Tenant (named)LandlordAgent / approverReport a fault✓✓✓Give access to the home✓✓with noticeApprove chargeable work✗✓✓ if namedChange contact details or PINsown only✓ in writing✗Cancel or change the plan✗✓ in writing✗
Who can do what.
PIN rules
  • By default: their birthday as day and month, DDMM (7 March = 0703)
  • They can choose any other 4 digits instead, at sign-up or later in writing
  • Never sent in the WhatsApp group, and we never read it back
  • Stored only in the job system, never on paper or in a phone note
  • Reset only by the landlord in writing, from the registered email

The checklists

Tick as you go. Ticks are not saved: they clear when you close or reload the page.

1 · Office: onboarding

2 · Electrician: the visit

3 · Tenant handover

4 · Identity check on a call

Emails and texts, word for word

Replace anything in {curly brackets}.

Welcome after the call

LGM · Email to landlord
Subject: Welcome to LGM: your onboarding form

Hi {first name},

Thanks for the call today. Here’s what happens next for your {n} properties:

1. Complete the onboarding form: {link}. It takes about 15 minutes. You’ll upload your current EICRs, add your tenants’ details, choose who can approve work, set your pre-approved limit, and confirm your 4-digit PIN for phone calls: by default your birthday as day and month (DDMM), or any 4 digits you choose.
2. We review each EICR within 1 working day and tell you where each property stands.
3. We introduce ourselves to your tenants and book a short onboarding visit at each property, with 24 hours’ notice.
4. You get a report and any fixed-price quotes within 24 hours of each visit. Cover starts the day each property is signed off.

Your price: £{price} a month per property, locked for as long as the property stays on the plan.

Shan Kurrim · LGM · 07944 332211

EICR review result

LGM · Email to landlord
Subject: Your EICRs: where each property stands

Green: {address} (EICR {date}, satisfactory, due {due}). Onboarding visit next.
Amber: {address} (two C2s from {date}; no proof they were fixed). We’ll check them at the visit.
Red: {address} (EICR expired {date}). An EICR is needed first: £{price}, or included if you pay a year upfront.

Tenant introduction

LGM · Text and email to tenant
Hi {first name}, this is LGM. {Landlord name} has asked us to look after the electrics at {address}. From now on, if anything electrical stops working, you message us and we sort it.

We’d like to visit for a short check that everything works and is safe to use, and to show you how to report a problem. We’ll send times shortly, always with at least 24 hours’ notice.

If you ever phone us, we’ll ask for your 4-digit PIN, so nobody else can book work in your name. By default it’s your birthday as day and month (for example 0703 for 7 March). Prefer different digits? Just reply with the 4 digits you’d like.

Visit notice (24 hours’ written notice)

LGM · Text to tenant
Your LGM check at {address} is booked for {day date}, {window}. {Electrician} will show his LGM ID. It’s a quick check, not an inspection, and the power will only go off for a moment when we test the fuse board, with your OK. Need a different time? Just reply.

Visit report and quote

LGM · Email to landlord
Subject: {address}: onboarding visit report

Hi {first name},

{Electrician} visited {address} today and met {tenant}.
Working and safe: {list}. The repairs from your last EICR: {seen and photographed / not yet done}.
Done on the visit, within your £{limit} pre-approval: {item, £x}.
Needs fixing before cover starts:
1 {item} £{x} (safety)
2 {item} £{x} (safety)
4 {item} £{x} (legal duty)
Total £{x}, fixed. Reply YES for all, or the numbers you want. We’ll book them within 5 working days, and cover starts the day they’re signed off.

Photos and your Property Passport: {link}

Cover approved: welcome

LGM · Email to landlord
Subject: {address} is covered from today

Hi {first name},

{address} is now on Zero-Call Cover from {date}.
Your tenant reports faults in the property WhatsApp group. We reply within 1 working hour (Mon–Fri, 8am–6pm), attend emergencies within 4 hours (7am–10pm), urgent faults within 2 working days and routine ones within 5.
Included: up to 3 visits a year (1 hour each) and £50 of parts a year. Chargeable extras up to your £{limit} pre-approval go ahead and appear in your one-line summary; anything more is quoted first.
Your diary: next EICR {date}, annual check {month}. Price £{price} a month, locked while the property stays on the plan.
We only take instructions for chargeable work from you{ or your named approver}, and we’ll ask for your PIN on the phone.

Welcome to the group (pinned)

LGM · WhatsApp group
Welcome, {first name}. This is the LGM group for {address}.
To report a fault: one photo and one line (what, which room). We reply within 1 working hour, Mon–Fri 8am–6pm.
Emergency (burning smell, smoke, sparks, a shock, water in the electrics, no power at all): switch off at the main switch if safe, then message here and call 07944 332211. Fire: 999 first. Power cut in the street: 105.
Not covered: your own appliances and accidental damage.

One line after a job

LGM · WhatsApp to landlord
{address} · {date}: hallway socket not working. Loose connection remade, tested. 40 min, included. Photos: {link}. Nothing due.

Not an emergency: polite reply

LGM · WhatsApp to tenant
Thanks {first name}, we’ve had a look at your photo. The oven light isn’t an emergency, and it’s part of the appliance, which isn’t covered by your landlord’s plan. We’ve told {landlord name}. If anything else stops working, just send a photo here.

Monthly summary

LGM · Email to landlord
{month} at your {n} properties: {x} reports, {y} visits, all within the promised times.
Unfounded call-outs: {address}, {date}: reported as an emergency, found working (photos). That’s {k} in 3 months. Would you like us to check with you before non-emergency visits there? Reply YES or NO.

Three rules

Rule 1

Verify before you act.

Rule 2

Quote before you charge.

Rule 3

Reply within the hour, in writing.