Frequently asked questions

---

Do you operate at weekends or on Public Holidays?
Yes — We can operate seven days a week, including weekends. Weekend and holiday moves will follow a different price structure, and we recommend booking early.

How far in advance should I book my move?
Booking at least one week in advance is highly recommended to secure your preferred date.

What time will the moving team arrive?
Our teams will normally look to arrive between 08:00 - 09:00. If you need a specific start time, you can arrange this when making the intial booking with our office.

Can you move specialist items like pianos?
Yes — Upright pianos can be moved between ground floors or via suitable lifts, and for grand pianos or difficult access, we team up with expert specialists.

What happens if a large item, like a sofa, won’t fit through the door?
Our crews are expert problem-solvers and trained in advanced access solutions. We can also arrange a furniture hoist when external access and parking are suitable. 

Can you assist with furniture disassembly and reassembly?
Yes — our trained teams can disassemble and reassemble most standard furniture. Please advise the office, when booking, of any items requiring this service.

Can you arrange for the disposal of unwanted furniture?
Yes — We are a registered waste carrier. We can responsibly recycle/re-home or dispose of unwanted furniture, or deliver items to a charity of your choice.

Do you offer services other than removals?
Yes — We offer short-term, long-term, and bespoke Storage options for your belongings. This can be organised independently or alongside your move.

If I book your packing service, when does it take place?
Our professional packers typically arrive the day before your move to prepare everything carefully. For smaller properties, a same-day pack-and-move may be possible. For completion-day moves, we strongly recommend packing the day before

Do I need to disconnect my appliances?
Yes — all appliances must be safely disconnected, drained, and ready before our team arrives.

What should I do with personal documents and valuables?
We recommend keeping passports, jewellery, important documents, and other small valuables with you personally and transporting them yourself for complete peace of mind.

What happens if I am delayed in getting the keys to my new property?
Our moving team will wait if your key release is delayed, but waiting time will be charged.

Do I need to arrange parking?
Yes — clients must arrange legal, safe parking or apply for parking suspensions at both addresses. Any fines incurred will be added to your final invoice. The office can advise on this and may be able to arrange parking on your behalf, at additonal cost.

Do I need to be present during the move?
Aside from moving out of Storage, we do strongly recommend that you or a representative be on site to confirm instructions and answer questions. If that isn’t possible, please ensure you are reachable by phone.

What happens if an item is damaged?
In the rare event of damage, please inform the moving team immediately and and our office within 48 hours so we can begin our claims process, as outlined in our terms.

Are your vehicles equipped to protect my furniture?
Yes — all our moving vehicles carry moving blankets, straps, and protective materials to ensure your belongings travel safely.

Am I able to travel in the van?
Unfortunately, we cannot carry passengers or pets in our vehicles for insurance and safety reasons.

Do you visit my property to provide a quote?
Yes — for larger or more complicated moves, we can arrange an in-person survey. We also offer accurate virtual surveys via video call.

Why do you require photographs or a video for a quote?
Photos or videos help us better understand the volume, access, fragile items, and specialist requirements so we can plan the correct vehicles, equipment, resources, and produce an accurate quote.

What insurance cover is included?
We include limited liability cover as standard, with the option to increase cover if needed. Your move coordinator can guide you through available insurance options.

How do I pay?
Payment can be made by card or bank transfer. Commercial clients may apply for an invoicing facility.

Is a gratuity for the team expected?
Tips are not expected but are always appreciated by our crews.

How do I know my belongings are safe in storage?
Our warehouse facility is modern, clean, and highly secure, with 24/7 CCTV, intruder alarms, controlled access, and full fire-suppression systems. 

Are my belongings insured while in storage?
Yes — Storage insurance is available based on the declared value of your goods. We will be happy to help you set this up when confirming your booking.

How do I pay for storage?
Storage is billed monthly in advance and can be paid by Direct Debit, card, or BACS. If you move out early, we refund unused days.

Can I store anything?
We cannot store hazardous or flammable goods, perishable food, or illegal items.

Can I access my belongings while they are in storage?
Yes — Give us at least 5 working days notice so we can ensure your goods are made accessible. During quieter periods we may be able to reduce this notice period!

Have another question you havent seen an answer to here? Communicate it with the team and we will do everything we can to answer it.