Access to the new property
It is really important that we have an accurate description of how to access your property – especially if it is outside of London.
We operate on the premise that we can park our vehicle/s within 10 metres of the main entrance to your property. We need to know about anything that could delay or prevent our removal men and our vehicles from accessing your property both at the address and/or en route.
We charge £20.00 per man, per hour (plus VAT) after 6:00 pm for disruptions resulting from difficulty to access your property, unless discussed with us prior to your move.
Attics and lofts
Items stored in an attic or loft that are to be moved by us should be removed from the attic or loft prior to your move. Personal Injury and Property Damage are not covered by our insurance policy due to increased risk when working in an attic or loft.
If required, can assist you by handling items from outside the entrance to the attic or loft.
We provide one free box collection within the M25 only.
Damaged or 3rd-party boxes, used packing materials and other waste should be disposed of separately.
We can supply and fit carpet protector to dry carpets at your property. We charge £25.00 per 25 metre roll (plus VAT) or part-roll, and require 7 days notice in advance of your move.
Children at home during your move
Our removal men take certain precautions when stacking boxes, disassembling furniture and storing tools in order to reduce the risk of accidents occurring. However, you are responsible for your family's safety, and arranging external care for young children may reduce additional stress for you during your move.
Cleaning your property
There may be instances when moving dusty or soiled items into or out of your property disturbs the cleanliness of your property. While our removal men take steps to minimise or avoid this, we do not offer professional cleaning services to our customers.
Decluttering and unwanted items
Decluttering and discarding unwanted items prior to your move will save time and space during your move. Unwanted items are usually accepted at a rubbish tip or charity, free of charge. We can assist by offering a Tipping Service.
We charge £195.00 per half tonne (plus VAT) to clear larger unwanted items, and require notice in advance of your move.
Difficult, large or special items
We need to know about any items that could be difficult to move out of or into your property, or that may require special tools or equipment in order to move them. Our removal men will disassemble and assemble beds, wardrobes, sofas, tables and other furniture and recreational items as required, where it was agreed at the time of your booking confirmation.
We charge £65.00 per hour (plus VAT) to assemble: items that require disassembly in order to move them, and it was not agreed at the time of your booking confirmation; or new furniture items where it was agreed at the time of your booking confirmation. We charge a variable rate to supply a furniture hoist, where agreed at the time of your booking confirmation.
Bespoke or special items to be moved should be professionally dismantled by the company you purchased them from prior to your move. This includes gymnasium equipment and custom-fitted furniture, for example.
Family medical and your local GP
Remember to update your address with your General Practitioner, Family Practice and/or Dental Clinic; or register with a new one nearby.
Food and frozen goods
Reducing perishables that you keep on hand to a minimum during your move can avoid excessive waste resulting from food spoiling during periods without refrigeration. If required, we can supply a cooler box in which to store remaining frozen goods during your move.
Incomplete renovation or redecoration works
We will do everything possible to accommodate you should disruptions resulting from incomplete renovation or redecoration works prevent us from completing your move safely or to schedule. We can assist by placing your items in secure storage until redelivery on an agreed date.
We charge a variable rate for storage solutions and we may adjust your quote according to the storage volume and holding duration. This is an unusual situation however we will try to offer the best possible solution for you.
Late keys or delayed access to the property
We plan to complete your move by 6:00 pm on the last scheduled day of your move. Where practical, you should be in possession of keys to your new property before 12:30 pm.
We charge £20.00 per man per hour (plus VAT) after 1:00pm for disruptions resulting from late keys or delays to access your property, unless discussed with us prior to your move. We may reschedule completing your move if access to your property is delayed beyond 4:00 pm or if we are unable to complete your move by 6:00 pm.
Moving newly acquired items
We need to know about any items to be moved that you acquire after the time of your booking confirmation. We may charge a fee or adjust your quote for additional vehicle and/or storage space required.
We recommend notifying neighbours of your planned moving dates in order for them to be aware of potential disruptions caused by the presence and activity of our removal men, prepaid parking suspensions, activity of removal vehicles, etc.
We may request ticketing and removal of vehicles occupying parking suspensions intended for use by our vehicles.
Things to do before we pack
Unless you have chosen to self-pack, our removal men will pack everything agreed at the time of your booking confirmation – they cannot inspect every individual sundry item. Things for you to do before we pack:
- Locate, consolidate and keep all keys to the property;
- Locate consolidate and keep cash, cards, wallets, passports, and other important documents that you may need during your move;
- Pre-pack overnight bags or suitcases containing clothing, toiletries, and sundry items that should not be packed with your other items, and place them on beds; and
- Pre-pack and keep in your kitchen a labelled "Survival Kit", a box containing other essential items that you will need access to during your move. Common examples include basic minimum kitchenware, tea and coffee, kettle, hygiene rolls, light bulbs, device chargers, and items for children.
We will arrange parking suspensions on your behalf unless you ask us not to. Should we agree to use visitor parking permits on the 1st day of a move we will need you to arrange this for us with your local council.If there are no parking restrictions in place outside your property then this might be a good time to ask a favour from a friendly neighbour to reserve some space. Any parking tickets we incur which are beyond our control will be invoiced to you following the move.
Remember to visit your post office and arrange to redirect any mail.
Planters and pottery
Large pots over 50KG, those made of stone or kitchen sinks, which have been planted will need to be emptied before we can move them. Although our men are very strong we have to be careful to stay within the permitted gross vehicle weights ad pots full of earth/plants and trees can quickly push you over the legal weight limits! If you have particularly large and heavy pots that cannot be emptied we can get a quote for a more suitable vehicle to transport them for you.
Post-moving organisation and management
This may be the first time you’ve moved in a number of years or you may find it difficult to find the time to get your house and life ready to move. If you would like admin and project management help, we recommend one stop organisers who will leave no stone unturned when it comes to ensuring you are ready for move day. Contact Ashley on 07966 270 325 or at www.onestoporganisers.co.uk.
Special requests or questions
If you have any special requests during the move or any concerns at all, please do feel free to ask. We are here to help and take the stress out of your move!
Should you require a handyman or electrician to take down chandeliers, remove window frames or complete any other specialist jobs around your property we can recommend a company called Silver Saints. Please contact them on 0207 7099 9199 or book online by visiting their website at www.silversaints.com.
Our removal men will disconnect your washing machine or dishwasher but you will need to arrange to reconnect at the new property. Occasionally if the machine has been there for some time the fittings can rust or be impossible to undo. If this is the case we will need to arrange for a plumber or handyman to attend and we will invoice you for the work carried out. Should we need to remove a window frame on the day of a removal to move any large items of furniture we will charge £100.00 plus VAT for the service. Please pre-advise us of any items which you know may be difficult to remove through doorways and/or corridors.
Speak to all your utility providers including gas, electricity, water, telephone and TV to close your accounts, and make sure you take all meter readings on the day of the move.
How much will our move cost?
Every move we do is unique and the price is dependent on what you are moving, where from, where to and the type of move you require. For every enquiry we receive we will arrange a visit from one of our surveyors to your home to professionally assess your move and provide a no obligation quotation. We provide a cubic measurement for the size of the move, which allows us to make sure that you have the correct manpower and vehicles for the move.
How long will our move take?
This will depend on the size of the property and the distance that you are moving but most moves take between 1-3 days. During our survey we will of course clarify this for you. On the day of the move we aim to complete the move by 5.00pm and staff the job accordingly (this is dependent on gaining access to your new property on time).
What packing and unpacking services do you offer?
Our professionally trained packers will carefully pack all items within your home. This includes all fragile items such as glass and china as well as books, clothes and other miscellaneous objects. Should you have any specialist items of bespoke furniture or gym equipment that require the manufacturers help we will advise.
We will deliver boxes prior to your move for you to pack non-fragile items. On arrival we will concentrate on packing the contents of your kitchen, pictures, lamps, mirrors and other designated fragile items.
We are able to provide a specialist Export Packing service for clients moving overseas or for those moves which involve particularly fragile items. We use a specialist material called Furni-Guard as well as producing bespoke crates to fit all manner of items from Sculptures and works of Art to Chandeliers and Pianos. Should you be concerned about any particular item in your home, then please discuss this with us so that we can provide a suitable solution.
Flat surface Unpack
Our unpacking service is becoming more and more popular with our clients and involves unpacking all boxes and placing on flat surfaces for you to put away. The service also includes removing all packaging materials and disposing responsibly for which we hold a valid waste licence. This service would normally take place on the day after your move. Please note that a successful unpack, to a large degree, depends on your interaction with our team during the process.
Can you provide removal insurance ?
Yes. We are able to arrange Removal and General Insurance cover upto £250,000. We charge a fee of 0.5% of the declared value of the goods to be moved. There is no single item limit but you must declare items with a value of more than £10,000. We strongly recommend that you do not under value the content to be moved. This is a far superior insurance policy to the standard liability cover that most removals companies provide as a minimum requirement. However, should you decide to pack yourselves then it is worth noting that our liability is restricted by our terms and conditions which are provided with your quotation.
What happens if I don't get the keys to my new property on time?
Should the keys for your new property not arrive before 1.00pm on the day of your move we charge £20.00 + VAT per man per hour. However we do provide an option to purchase a Late Key Waiver as part of our quote, which will extend the late key arrival cover from 1.00pm until 4.00pm. This means that should there be a delay you have that extra peace of mind. Within our conditions should there be a delay our crew will work until 6.00pm or until they have used up their hours under the working hours directive. Please note that if the removal cannot be completed within that day (as planned), a delayed access charge will be applied to complete the move at a mutually agreed time and date. We will endeavour to ensure that minimal cost and inconvenience is caused.
Can you arrange parking suspensions for our move?
We will arrange all parking suspensions on your behalf and add the council charges to your invoice. Most moves require two or three bays to be suspended at your current address. Sometimes we can use a parking suspension at your new address, which has been paid for by your vendors. If this is not the case we would ask you to advise us so we can arrange for you. Please note that most councils require a minimum of 10 working days notice for requesting a parking suspension not including the current day so please give us plenty of notice.
Will you reassemble our furniture as part of the move?
We will reassemble beds, sofas and tables as a standard part of the move. If you require us to reassemble wardrobes, gym equipment and any other complex items we will need to agree this prior to the move.
Will you un-plumb our washing machine?
Yes. Please can you advise the men on the location of the stopcock. Occasionally we come across a problem whilst un-plumbing your washing machine that will require a handyman to be called such as rusted pipes. Should this be required we will invoice you for the work carried out. Unfortunately we do plumb the washing machine back in at your new property due to risk of leaks
Can you provide storage as part of our move?
Yes. We can offer both the lock and leave private storage room style in Wandsworth or long term container storage held in purpose built secure warehouses outside London. Whether you have a delayed completion of a few weeks or require something more long term and equally cost effective, we can help. Please contact us for further details.
Do I need to prepare anything prior to your arrival?
We ask that you prepare an overnight bag for you and your family including clothes, toiletries and any essential medicines. These bags can be left on your beds and our men will not pack them away. We recommend that you prepare an essentials bag including any documents relating to your move, phone chargers, keys etc. Please note that jewellery is not covered under our insurance so please pack and store safely prior to our arrival.
If I require furniture to be removed via a window above a ground floor, can you help?
Yes. We have plenty of experience in moves of this nature and can provide a furniture hoist to complete the job. Should you require a window frame to be taken out we can arrange for a handyman to complete this work for you.
Can I tip and how much should I tip the crew?
This is a question we are regularly asked! Whilst tipping is not a requirement of the job, you may feel that you would like to reward the men for a job well done we are sure they would be most appreciative. This is entirely at your discretion.
How do I make a claim against damages?
All claims must be notified in writing or via email within seven days of the last day of your move. If the claim is not reported to us within this timescale, then you will not be able to claim from ourselves or our insurers. We will then send you an insurance claim form and advise our Broker of your intention to claim. In order for the claim to be assessed, we require you to complete, in as much detail as possible, not only the claim form itself but also submit photos of any damage and any receipts and/or quotes for repair. Please note that our insurance policy is an indemnity policy and there is a £50.00 excess per claim.
Do you collect my empty boxes?
We will provide one free box collection (within the M25 only) once you have unpacked. Please cut the tape, flat pack the boxes and store in a warm dry place ready for our team to collect from you. We are unable to collect bubble-wrap, paper, tape or any other unwanted items.