Tenant Communication Log Template
A practical template and guide for recording every landlord-tenant interaction
Quick Answer: Keeping a log of every communication with your tenants is no longer optional -- it is essential evidence under the Renters' Rights Act 2025. This guide provides a ready-to-use template, example entries, and practical advice on what to log, how to log it, and how long to keep records.
Most landlord-tenant disputes come down to one question: who said what, and when? Without a communication log, the answer is usually "it depends who you ask." With one, you have facts.
Under the Renters' Rights Act 2025, every Section 8 eviction now requires documented evidence. If you need to demonstrate persistent rent arrears, antisocial behaviour, or failure to address a reasonable request, your communication log is the foundation of your case. Courts and tribunals expect clear records. Vague recollections do not hold up.
This template gives you a structured format for logging communications, along with examples, legal requirements, and practical tips for making logging part of your routine.
Why Communication Logging Matters
Evidence for Possession Claims
Since 1 May 2026, Section 21 "no-fault" evictions no longer exist. Every possession claim must go through Section 8, and every Section 8 ground requires evidence. Your communication log provides:
- Proof of notices served -- including date, method, and content
- Evidence of response times -- critical for Awaab's Law compliance
- Records of tenant behaviour -- for antisocial behaviour or breach of tenancy grounds
- Demonstration of reasonableness -- showing you communicated clearly and gave tenants fair opportunity to comply
Dispute Resolution
Communication logs help resolve disputes before they reach court:
- Deposit disputes -- the Tenancy Deposit Scheme (TDS, DPS, mydeposits) will review communication records when adjudicating claims
- Disrepair claims -- logs showing you responded promptly and arranged repairs undermine claims of negligence
- Rent arrears -- a clear trail of reminders, formal letters, and the Pre-Action Protocol is mandatory before issuing proceedings
Professional Practice
Beyond dispute readiness, consistent logging makes you a better landlord:
- Nothing falls through the cracks
- You can hand over to a letting agent with full context
- You can demonstrate professionalism to tribunal judges
- You build a history that supports reference reports and landlord ratings
What to Log
Log every interaction that relates to the tenancy. If in doubt, log it. The cost of logging something unnecessary is zero. The cost of not logging something important can be thousands of pounds.
Always Log
- Repair requests and your responses
- Rent payment discussions (reminders, arrears, payment plans)
- Inspection notifications and findings
- Formal notices (Section 13 rent increases, Section 8 notices)
- Complaints from or about tenants
- Requests for property access
- Pet requests and your responses
- Changes to tenancy terms
- Move-in and move-out communications
- Deposit protection confirmations
Also Worth Logging
- Verbal conversations (summarised in writing afterwards)
- Missed calls and voicemails
- Contractor visits and outcomes
- Utility or council communications about the property
- Insurance claims related to the tenancy
Communication Log Template
Use this table format in a spreadsheet, printed form, or digital document. One row per communication.
Template Columns
| Date | Time | Direction | Method | Recipient/Sender | Subject | Content Summary | Outcome/Action | Follow-up Date | Reference |
|---|---|---|---|---|---|---|---|---|---|
| In/Out |
Column definitions:
- Date -- The date the communication occurred (DD/MM/YYYY)
- Time -- The time, as precisely as possible (HH:MM)
- Direction -- "In" (received from tenant) or "Out" (sent to tenant)
- Method -- How the communication was made (email, phone, text, letter, in person, Togal, WhatsApp)
- Recipient/Sender -- Who you communicated with (tenant name, contractor, agent)
- Subject -- Brief topic (e.g., "Boiler repair request", "Rent reminder")
- Content Summary -- What was said or written. Keep it factual, not interpretive
- Outcome/Action -- What happened as a result (e.g., "Contractor booked for 15/03", "Tenant agreed to payment plan")
- Follow-up Date -- When the next action is due
- Reference -- Link to related documents, letters, or inspection reports
Example Entries
Here are completed example rows showing how to log common scenarios.
Example 1: Repair Request
| Date | Time | Direction | Method | Recipient/Sender | Subject | Content Summary | Outcome/Action | Follow-up Date | Reference |
|---|---|---|---|---|---|---|---|---|---|
| 03/02/2026 | 09:15 | In | Togal | Jane Smith (Tenant) | Kitchen tap leaking | Tenant reports kitchen mixer tap dripping constantly. Sent photo showing water pooling under sink. | Acknowledged same day. Contacted ABC Plumbing. | 05/02/2026 | Issue #1042 |
| 03/02/2026 | 11:30 | Out | Togal | Jane Smith (Tenant) | Kitchen tap -- plumber booked | Informed tenant that ABC Plumbing will attend Thursday 5 Feb between 10am-12pm. Asked tenant to confirm access. | Tenant confirmed 03/02 at 12:05. | 05/02/2026 | Issue #1042 |
| 05/02/2026 | 13:00 | Out | Togal | Jane Smith (Tenant) | Kitchen tap -- repair completed | Plumber replaced mixer tap cartridge. Issue resolved. Asked tenant to confirm repair is satisfactory. | Tenant confirmed working 05/02 at 18:30. | -- | Issue #1042 |
Example 2: Rent Reminder
| Date | Time | Direction | Method | Recipient/Sender | Subject | Content Summary | Outcome/Action | Follow-up Date | Reference |
|---|---|---|---|---|---|---|---|---|---|
| 04/02/2026 | 09:00 | Out | James Brown (Tenant) | Rent due 01/02 -- friendly reminder | Polite reminder that February rent of £950 was due on 1 Feb and has not yet been received. Asked tenant to confirm payment date. | No response received. | 11/02/2026 | Rent record | |
| 11/02/2026 | 09:00 | Out | Letter | James Brown (Tenant) | Rent arrears -- first formal letter | Formal letter noting £950 outstanding for 10 days. Offered to discuss payment difficulties. Requested payment within 7 days. | Tenant called 12/02. Agreed to pay by 14/02. | 14/02/2026 | Arrears-001 |
| 14/02/2026 | -- | In | Bank transfer | James Brown (Tenant) | February rent received | Payment of £950 received. Arrears cleared. | Sent confirmation email same day. | -- | Rent record |
Example 3: Inspection Notice
| Date | Time | Direction | Method | Recipient/Sender | Subject | Content Summary | Outcome/Action | Follow-up Date | Reference |
|---|---|---|---|---|---|---|---|---|---|
| 01/03/2026 | 10:00 | Out | Togal | Sarah Lee (Tenant) | Quarterly inspection -- 4 March | Gave 72 hours' notice of routine inspection on 4 March at 2pm. Explained purpose (routine condition check). Confirmed tenant need not be present. | Tenant acknowledged receipt. | 04/03/2026 | Inspection Q1 |
| 04/03/2026 | 15:00 | Out | Togal | Sarah Lee (Tenant) | Inspection findings -- 4 March | Shared inspection summary: all areas satisfactory except bathroom sealant needs replacing. Contractor to attend within 14 days. | Sealant repair booked for 15/03. | 15/03/2026 | Inspection Q1 |
Legal Requirements for Written Communications
Certain communications must be in writing under UK law. A communication log helps you prove they were sent.
Communications That Must Be Written
| Communication | Legal Basis | Key Requirement |
|---|---|---|
| Section 8 notice | Housing Act 1988 | Prescribed form, correct grounds cited |
| Section 13 rent increase | Housing Act 1988, s.13 | 2 months' notice, prescribed form |
| Deposit protection information | Housing Act 2004, s.213 | Within 30 days of receiving deposit |
| How to Rent guide | Deregulation Act 2015 | At start of tenancy |
| Energy Performance Certificate | Energy Performance Regs 2012 | Before tenancy begins |
| Gas Safety Certificate | Gas Safety Regs 1998 | Annually, copy to tenant within 28 days |
| EICR (if unsatisfactory) | Electrical Safety Standards 2020 | Copy to tenant within 28 days |
| Pet request response | Renters' Rights Act 2025 | Within 28 days, written reasons if refusing |
| Right to Rent checks | Immigration Act 2014 | Before tenancy starts |
How to Serve Formal Notices
For formal legal notices (Section 8, Section 13, etc.), service method matters:
- First class post -- deemed served 2 working days after posting
- Hand delivery -- served on the day, but get a signed receipt
- Email -- only valid if the tenancy agreement permits it and the tenant has agreed to email service
- Recorded delivery -- provides proof of delivery
- Through a platform like Togal -- creates an immutable, server-timestamped record of delivery
Always log the service method, date, and any proof of delivery in your communication log.
Record Keeping Duration
How Long to Keep Records
| Record Type | Recommended Retention | Reason |
|---|---|---|
| Communication logs | 6 years minimum | Limitation Act 1980 -- breach of contract claims |
| Tenancy agreements | 6 years after tenancy ends | Contract disputes |
| Deposit correspondence | 6 years after deposit returned | Deposit adjudication |
| Safety certificates | 6 years or until superseded | Liability claims |
| Section 8 / court documents | 12 years | Court judgments enforceable for 12 years |
| Financial records (rent, expenses) | 6 years | HMRC self-assessment requirements |
| Inspection reports | 6 years | Disrepair and deposit claims |
The safest rule: keep everything for at least 6 years after the tenancy ends. Digital storage makes this easy and costs nothing.
Digital vs Paper Logging
Paper Logging
Advantages:
- Simple, no technology required
- Physical copy can be presented directly in court
- No dependency on software providers
Disadvantages:
- Easy to lose, damage, or alter
- Difficult to search across years of records
- No timestamps beyond what you write yourself
- Cannot prove a message was actually sent or received
- Tedious to maintain across multiple properties
Digital Logging (Spreadsheets, Email)
Advantages:
- Searchable and sortable
- Can be backed up
- Timestamps are automatic in email
Disadvantages:
- Emails can be deleted or edited
- Spreadsheets have no inherent verification
- Screenshots can be fabricated
- Scattered across email, WhatsApp, texts -- hard to compile
Purpose-Built Platforms
Advantages:
- Automatic timestamping on every communication
- Immutable records that cannot be edited or deleted after sending
- All communications in one place per property
- Easy to export evidence packages for court or tribunal
- Meets Section 8 evidence standards
Disadvantages:
- Monthly cost (though often less than the cost of one lost dispute)
- Requires tenants to participate
Togal was built specifically for this purpose. Every message, notice, and file sent through the platform creates a server-timestamped, immutable record with SHA-256 integrity verification. If you ever need to present communication evidence to a court, tribunal, or deposit scheme, you can export a verified PDF with a single click.
Tips for Effective Logging
Be Consistent
Log every communication, even brief ones. The moment you skip logging a phone call is the moment that phone call becomes the critical piece of missing evidence in a dispute.
Be Factual
Write what happened, not what you felt. "Tenant stated rent would be paid by Friday" is useful. "Tenant was being difficult about rent again" is not.
Summarise Phone Calls
If you have a phone conversation, send a follow-up message summarising what was discussed and agreed. This converts a verbal conversation into a written record. Start with: "Following our call today, I wanted to confirm that we agreed..."
Use One System
Pick one method and stick to it. If you log some things in a spreadsheet, some in email, and some on WhatsApp, you will lose track. Centralising your communications in a single platform is the most reliable approach.
Date and Reference Everything
Every entry should reference the property address, tenant name, and any related documents (inspection reports, contractor invoices, formal notices). This makes it easy to compile evidence for a specific issue later.
Blank Log Template for Printing
Property Address: _______________________________________________
Tenant Name(s): ________________________________________________
Tenancy Start Date: _____________ Tenancy End Date: _____________
| Date | Time | In/Out | Method | Person | Subject | Summary | Action Taken | Follow-up | Ref |
|---|---|---|---|---|---|---|---|---|---|
Related Resources
- Property Inspection Checklist Template -- document property condition during inspections
- Maintenance Request Tracker Template -- track repairs from report to completion
- Rent Arrears Letter Templates -- formal letter templates for every stage of arrears
- Section 8 Evidence Guide -- what courts expect as evidence for possession claims
- Renters' Rights Act 2025 Guide -- the complete breakdown of what has changed