Frequently Asked Questions

There is an option to pop it in the comments box when you accept the quote, or you can just send it over to me in an email.

We will send you over an estimate within 24 hours, if you are happy with this and the service that we provide then you click accept (not legally biding) and as soon as you have a move date you let us know and we will get you booked in for a full survey.

Once you have accepted the initial estimate and have a move date scheduled, we can then arrange a time for our surveyor to visit in order to send you’re a final quote for your move.

This will be either in person at your property or by video call. We will go from room to room, usually starting in upstairs (if a multistory property) or in the bedrooms.  The surveyor will list on our survey form exactly what furniture you have and how many boxes there will be per room.  With this information we can work out the volume of the goods to be moved so that we can calculate exactly how many vans you will need how many movers to move the items.

Don’t worry, that is included in the price and we will arrive with this on Move Day.

We will look at your survey and let you know how many boxes you need.

You don’t need to purchase that as we will wrap and safely move this on Move Day.

The small pictures and paintings can be boxed and we recommend padding them out with packing paper.

We will bring our prestige padded picture bags for large pictures and mirrors, these separate your pictures with padded dividers and they have card on the front, so protect your pictures and mirrors very well. If the paintings are very valuable then we will come up with a plan for these on survey to ensure they are professionally packed.

It would be helpful if you could put post it notes (leave, pack, lounge, etc) or alternatively leave them in one place (but this probably isn’t practical). We can go through this all on packing day too so that our team are really clear on what is to be packed, moved, etc.

We can empty dry food cupboards into boxes. With the fridge it will be the last thing we load and first thing we unload, it would be helpful if you have cool bags, we can put things into (incase of key wait, delays etc), but if not that’s not a problem.

We can collect them locally and dispose of them or reuse them for a small additional charge.

We will wrap, protect and package the TV on move day. For the sofas and armchairs we use our padded removal covers so no need to worry about them and with your mattresses we use polythene mattress protectors and then padded removal covers so that is covered too.

Yes, dismantling and reassembling is included in the price. Just make sure you point out anything that will need dismantling and reassembling in the survey.

As long as we are able to do this and feel that it is safe to do this, then there will be no problem. You would also need to give us authorization to do this. We just need to ensure we can get the item out of the property and loaded into the van without taking it apart. Be sure to point this item out in the survey and we will make sure we have a plan in place to move the item.

Yes, fantastic, if you have accepted the final quote we will send you an invoice for 50% of the quote price to get you booked in.

Yes, we do work the weekends

We ask that our customers to only book a date in once they are sure the move will commence on that date. Once the date is booked you will pay 50% to secure that date and if the date changes in excess of 10 days prior to your move then we will reschedule the date free of charge. Please note that in order to secure your date, if your date changes within 10 days of your moving day an adjustment fee will apply in line with our cancellation terms.

Yes, you pay 50% to reserve the move date, the final 50% up to 48 hours before the move and then any additional hours are paid up to 5 days after the move.

For any change of date or cancellation over 10 working days, there is no cancellation or change of date fee.

Our cancellation policy for 5-10 working days is 30% of the quoted price and under 5 working days 50% of the quoted price:

• For instance, if the full removal charge is £1,200 and the removal is booked for a Friday and you cancel the booking on the Friday of the previous week (5 working days before), then we would charge up to £360 (30% of £1,200).
• For instance, if the full removal charge is £1,200 and the removal is booked for a Friday and you cancel the booking on the Monday of the same week (4 working days before), then we would charge up to £600 (50% of £1,200)

Most removals companies include clauses such as any key waits past a certain time they have the right to move your items into storage and charge for this and then the onward move out of storage, however our team will always do our best to see your move through on moving day.

Other companies use a key waiver, whereby you pay a fixed fee before the move, so that whatever time you get the key for your new home you do not pay additional hours, however we do not do this as we don’t want to sell a product to customers that they may not even need.  We really try make our service customer friendly and transparent and therefore we charge this small amount for additional half hours that just covers additional staff wages over 10 hours.  We have found this it the most customer friendly way of dealing with these delays.

On survey we will assess what time we will need to arrive in order to vacate your property before the deadline of when you need to be out. We often arrive at 8:00 AM for a standard house move.

We are able to disconnect your dishwasher and washing machine. If there is anything hard wired then we would normally request that you have an electrician visit to do this.

Yes we are able to disconnect and Plumb in washing machines where the right fittings are available.

We will put all of the boxes into the appropriate rooms for unpacking and set all of your furniture up as required.

If on street parking is needed it would be great if you could reserve us a space for moving day. If you have cars then you can park them outside the house the day before the move. you could also use your bins to reserve space the day before with a note on them saying moving house space reserved for moving day. we only need to get one van in at a time so will need 2 1/2 car spaces to do this as close as possible which will give us enough room at the back of the van to load.

We are not allowed to carry live animals, hazardous chemicals or any flammable or explosive items. We are also unable to carry cash or expensive jewelry and ask that these are taken with you in the car or on your person. You can read about this in more detail in our terms and conditions which are attached to both your initial estimate and final quote.

We don’t have customers travel with us in the van as they are not covered as passengers by our insurance policy.

The time we arrive will depend on the size of your move and what time you need to be out of the property.  We normally arrive at 8:00 AM for standard house move, will have a look round to make an initial plan with the moving team and will carefully pack the vans and for a house sale we will make sure everything is out of the property by lunchtime.

You will then get the keys from your estate agent after completion of the contracts and will be ready to move into your new home and your purchasers will be ready to move into the address you are moving out of.

We will carefully unpack vans into the appropriate rooms and arrange furniture as required.

We use 3.5 tonne Luton box removals vans which on average have a 1 ton max payload limit. We sometimes use up to five of these vans on a bigger move however a standard 3 bed house with a few things in the garden and garage will normally take three vans.

Yes, we would sometimes recommend – this will be worked out after your survey.

For blankets, we will charge £2.50 per blanket in storage, but you will get £1.50 back when moving them out of storage.

For blankets, we will charge £2.50 per blanket in storage, but you will get £1.50 back when moving them out of storage.

We calculate vans based on 400 – 450 cuft depending on weight. 200 cuft if the items are all books or other heavy items.

If you need access, there is always a friendly face during the day to help out when needed and we can give you a 24hr gate code so you can come and go as you please whatever time of day or night you need access.

Storage containers are easy to access, you can drive straight up to the container to load and unload.

Our secure weatherproof containers are 100% dry and secure.  Containers have been the industry standard for transporting goods around the world by sea through hell and high weather!!

They are made to go through the harshest conditions and weathers over the seven seas and for goods to remain in perfect condition the other end.   Our weather here in the UK is nothing in comparison.

Whilst they remain airtight so no rain or moisture can penetrate the container, they do have air vents to ensure water and humidity can escape.

You must however not put anything wet in the unit or leave the doors open when it is raining.  This is just the same as if you left the doors and windows open in your house or car when it’s raining, the water would get in.

We drain all washing machines and dishwashers before putting them in to keep humidity levels down in the containers.

Yes, our insurance covers up to £50,000 per van however if you have any individual items exceeding £10,000 then please let us know as we may need to seek advice from our insurance company around how the item should be wrapped and transported.

We have goods in transit insurance up to £50,000 per van, we have storage insurance up to the full value of your goods, we have public liability insurance up to £5 million.

Our senior mover will assess this when we come to do the survey. During the survey we will explain the plan of action to ensure that the painting is packaged professionally and moved with care. Because the item is worth more than £10,000 we will have to speak to our insurers to see if any special measures need to be in place in order to move this item and we will ensure cover is in place and let you know if there’s an additional premium for this item.