Things people ask before they book

Four things decide it: how much there is, how far it is going, how hard it is to get in and out of both properties, and how much of the packing you want us to do. Access is the one people underestimate — a third-floor flat with no lift is a very different job from a bungalow with a drive. That is why we survey before quoting rather than reading you a number off a list.

Yes. We are not a local firm with a single base town — we run house, flat, office and long-distance moves across England, Scotland and Wales, and the same crew handles both ends of the job rather than handing it over partway.

As far ahead as you sensibly can, especially for a Friday or an end-of-month date — those go first everywhere in the trade. That said, ring us anyway if your date has just landed. Short-notice bookings work more often than people expect.

Tell us the moment you know. Dates slipping in a chain is completely normal and we would far rather re-plan early than find out on the morning. A booking moved with reasonable notice is usually just a diary change.

Whichever suits you. Full packing where we arrive with the materials and do everything, part-packing where we take the kitchen, china, glass and artwork and you handle clothes and books, or materials only if you would rather do it all yourself. Fragile and high-value pieces we would always rather pack ourselves.

Yes. We do not sell your job on to whoever happens to be free, and we do not hand over to a second firm halfway. If a move is large enough to need extra crew we tell you at quote stage that we are bringing additional people.

Goods-in-transit and public liability cover are both in place, and the limits are stated on your quote rather than buried in a policy you never see. There is a standard per-item limit; if you own something worth more than it, tell us at survey and we will arrange the cover that piece needs before the day.

Note it on the delivery paperwork while the crew is still there, and tell us in writing. The claims process and the reporting window are set out in the booking terms. We would much rather hear about it immediately than weeks later when nobody can say what happened.

Yes, and for a flat or a smaller house it works perfectly well — you walk us round on your phone, open the cupboards, show us the stairs and the street. For a larger house, or anywhere with genuinely awkward access, we would still rather come and stand in it.

Saturdays regularly, and Sundays where the buildings at both ends allow it. Some blocks and most commercial premises restrict weekend moves in the lease, so it is worth checking before you set your heart on one.

Someone who can make decisions, yes — at the start to walk the crew round and at the end to say where things go. You do not need to stand and watch, and most people use the middle of the day for keys, meters and the estate agent.

Uprights, generally, with the right crew and equipment. Grands are a specialist job and we would bring in someone who does only that. Either way it needs flagging at survey, because a piano changes the crew size, the equipment and the access plan.

Pets travel with you, not on the van — it is safer and far less distressing for them. Plants we can usually take on a short domestic move if they are boxed and you accept they may not enjoy it. On an international move plants are generally a non-starter for customs reasons.

Yes, as part of a move rather than as a self-storage unit you drive to yourself. Goods are inventoried and sealed at your address, held, and redelivered when you say. It is the standard answer to a chain that has slipped or a renovation that has overrun.

Tell us in writing as soon as you know. Cancellation and deposit terms are set out in the booking confirmation. A postponement is treated separately from a cancellation — dates slip constantly in chains and we will always try to re-diary rather than charge for it.

Not for the move itself — our own crews, our own vehicles. Where a genuinely specialist element is needed, such as a grand piano, a hoist, or shipping on an international job, we may bring in a qualified specialist, and we will tell you when we do.

Meter readings at both ends on the day, a Royal Mail redirect set up well ahead, and disconnecting appliances unless you have asked us to do it. None of it is our job, but it is the list people most often leave until the evening before.

Anything flammable, explosive or corrosive; gas bottles, paint, solvents and fuel; perishables; plants and anything living; firearms; and anything illegal. We also do not do waste clearance, which needs a licence we do not hold. If in doubt, ask before the day.