Top Questions to Ask Your Home Removal Company

Moving to a new home is a significant milestone, and choosing the right removal company can make all the difference. Here are the top questions you must ask to ensure a smooth and stress-free relocation.

services

What Services Are Included in the Quote?

Ask what services are included in the quote.  Some companies may offer a comprehensive package that includes packing, loading, transportation, and unloading, while others may charge extra for certain services.

If you're planning to do your own packing find out if packing materials are included. 

Clarifying what is covered can help you avoid unexpected costs and ensure you receive the services you need. Don’t hesitate to ask for a detailed breakdown of the quote to understand exactly what you're paying for.

Can they Help with Other Services you Need?

Would you like help taking down curtains or dismantling larger items of furniture? Do you need your washing machine/dishwasher disconnected and reconnected at your new home?

If you need any other help with move day ask if the mover can help with these services or if you need to arrange for them to happen in advance. 

Will the Removal Company Bring Items Down from the Loft?

Typically movers will bring items down from the loft if it is lit, boarded, and accessible with a safe ladder. However, this can vary by company, so make sure to ask. 

Does the Mover Provide Storage?

If your move isn't directly from your current home to your new one, ask how they will manage any interim storage period. Do they provide their own secure storage facility, or will you need to arrange with a third party? Will items need to be handled multiple times, or will they be loaded directly into storage containers at your home to minimize the risk of damage? Will you receive an inventory of items placed in storage?

Qualifications & professionalism

Is the Removal Company Independently Certified by a Professional Association like the BAR?

Knowing your mover has been pre-vetted and approved by a professional membership association like the British Association of Removers (BAR) or equivalent gives you peace of mind that they meet the minimum standards required to reduce the risk of anything going wrong to ensure you are protected and likely to have a positive move experience. 

Do a bit of research of your own on the certification/association to find out what it covers and make sure you're comfortable- for example, a BAR Member must meet higher standards and are subject to more vigilant inspections and compliance requirements than schemes like Which? Trusted Trader or Checkatrade. 

Does the certification include:

• Professional standards and a code of practice
• Financial protection like an Advance Payment Guarantee
• Access to independent dispute resolution
• Regular audits and inspections
• Insurance coverage 
• Fair terms and conditions of contract 

Find out more about being a BAR removal company. 

Are Removals Crews Trained and Experienced?

Ask about the specific training crews take part in, and what the typical experience of your moving team will be. This is important to ensure your items are handled with care, and are efficiently packed and loaded. Experience also helps with the inevitable challenges that crop up as part of a move, like tricky furniture items or difficult access. 

How Do You Handle Awkward, Fragile or Valuable Items?

Moving fragile or valuable items requires special care and attention.

If you have any items you're concerned about ask the removal company about their procedures for handling them specifically. Do they use special packing materials or techniques? Do they offer a crating service? Are their staff trained in handling delicate items?

How do they Communicate and Support you during the Moving Process?

Will you have a dedicated point of contact for planning or to help you with any questions or problems that might arise? 

How is your Home Protected from Damage on Move Day?

What does the mover do to protect your properties from damage during the move, for example, knocks and scrapes as furniture is moved in and out, or marks to flooring or carpet? Do they use floor protectors? Do they cover banisters and door frames in high-risk areas? 

MOVE PLAN

What is the Likely Process for the Move?

Ask what the mover thinks is the best way to make the move happen - can it all be done in one day or will packing, loading, transport, and delivery span multiple days? Make sure you let them know if you have any preferences for the schedule to see if this is feasible, for example, if you'll have a 2-day move but you need beds unloaded on day 1. 

What are My Responsibilities Before and During the Move?

Do you need to block parking spaces for a vehicle or arrange permits? Will you need to do any packing or dismantling ahead of crew arrival? 

Find out what they expect of you ahead of the move and on move day to make sure you're fully prepared for everything to run smoothly. 

financial protection

What Are Your Insurance Policies?

This is a big one and annoyingly something that is not currently standardised in the removals industry, so understanding the insurance policies of the removal company you are considering is crucial to avoid headaches later on in the event something gets damaged.

Ask them about the types of coverage they offer and what situations are covered or excluded under their insurance. This can include damage during transit, loss of items, or accidents that occur during the move.

Make sure to get this information in writing and review the policy carefully. 

Find out more in our article Understanding Removals Insurance for moving house. 

What Is the Policy on Delays and Cancellations?

The moving process in England is notoriously unpredictable, and sometimes delays or cancellations are unavoidable, for example, if you're in a chain and one party wants to move the completion date, or the solicitors don't complete their processes in time. 

Ask the mover about their process for booking dates as well as their notice periods and any potential fees associated with changes to the moving schedule.

For example, BAR members charge fair and reasonable cancellation fees based on their costs incurred on a sliding scale depending on the notice that's given. 

• More than 10 working days - no charge
• 5-10 working days - up to 30% of move charge
• Less than 5 days - up to 60% of charge
• Within 25 hours - up to 75%
• On move day - up to 100%

Some removal companies offer a cancellation/postponement waiver which is a small up front fee to protect you from these costs if you believe there is a risk of having to delay. 

What Happens if the Mover Cancels the Move?

Although it's very rare, there are a couple of reasons a mover could cancel your move, for example, if they go out of business between your booking and your move date or if they have an operational issue like staff sickness or vehicle breakdown.

Ask them how you're protected if this happens. Members of the British Association of Removers, for example, offer an Advance Payment Guarantee in case they go out of business before your move day. They also state the refund procedure clearly in their code of practice (approved by Trading Standards).  

What Happens if I get Keys Late on Move Day?

Most movers plan your move around getting keys near to lunch time, or the time you instruct them. If keys are late this will affect the time it takes to complete your move, and potentially the resources needed. Find out whether there will be any charges if keys are late as well as what the process would be (for example is there a cut off time and what happens if items aren't unloaded by then?).