Do we require a notice period?
We appreciate as much notice as possible so we can schedule everything smoothly and deliver the service you deserve. We’re happy to pencil in a slot for you, and about a week before your move, we’ll give you a call to check how plans are progressing.
If we receive multiple requests for your reserved date, we’ll always contact you first to confirm whether you’d like to go ahead. Alternatively, if you’d prefer to secure a specific date outright, we’re happy to take a deposit to guarantee it.
I have items in my loft—can you help?
Absolutely. We’re happy to retrieve items from your loft, but our insurers require that the loft is:
- Lit
- Fully boarded
- Accessible via a fixed ladder
What happens to food in my freezer?
Ideally, try to use up freezer contents before moving day—especially if you’re relocating a long distance. For local moves, we can load your freezer last and unload it first to help keep things cold.
We also recommend using insulated freezer shopping bags to transport any remaining food. These usually work well and help minimise spoilage during short journeys.
Can I leave items in drawers?
If your chest of drawers is sturdy and the contents aren’t breakable, you can leave them in. That said, we recommend packing drawer contents separately for safety. If it’s just clothing, we’re happy to load drawers one by one onto the lorry.
What should I do with pictures and mirrors?
Please gather all pictures and mirrors in one area and stand them upright. On moving day, we’ll place them in padded picture bags for safe transport. Oversized items will be wrapped individually to ensure they’re fully protected.
If you’ve booked our packing service, you won’t need to lift a finger—we’ll take care of everything for you.
What is the Waiting Time Waiver?
Delays in your property chain can sometimes prevent unloading by 5pm. Our Waiting Time Waiver (WTEC) protects you from extra charges between 1pm and 4pm at £35 per team member, per hour. If you’ve taken out the waiver, this fee is waived. After 4pm, the waiver no longer applies, and standard waiting time charges will occur. Unloading after this time is at our discretion.
Please note: the waiver does not cover situations where completion fails entirely, and we need to return on a different day. In those cases, additional charges will apply.
What’s the difference between limited and standard liability insurance?
We offer free limited liability insurance, which covers your items up to £40 per item. In addition, our standard liability insurance, our most common option, covers your goods up to a total value of £35,000.
If you require additional cover beyond this amount or wish to insure your items for their full value, we can arrange a premium quote tailored to your needs.
You may already have cover under your existing home contents insurance, so we recommend checking this to avoid paying twice for the same protection.
When is payment due?
We ask for payment 7 days before your moving date to help keep everything running smoothly. If you need to discuss alternative arrangements, just give us a call, we’re always happy to help.
What time of day do you start?
We generally arrive at your property around 8am, as many customers need to vacate by 12pm to be ready for key exchange. However, start times can be tailored depending on your specific move.
Just let us know what works best for you, we’re happy to discuss timings and will always do our best to accommodate.
When do I receive moving boxes, and how long can I keep them?
We like to give them to customers in order of moving, ideally getting them to you 2 weeks before moving on local We provide boxes on free loan, ideally around 2 weeks before your move, giving you plenty of time to pack. Boxes are delivered in order of scheduled moves, but if you need them earlier, just let us know, we’re happy to discuss options.
After your move, we understand that unpacking and settling in takes time. We ideally ask for boxes to be returned within 2–4 weeks. If you’ve moved locally, we’ll arrange to collect them once you’re finished.
Please note: unreturned boxes will be charged for, in line with your quotation and our T&Cs