FAQ
Questions, answered properly
The things people actually ask, grouped by when they tend to ask them. If yours is not here, just get in touch.
Booking and quoting
- How far ahead should I book?
- As early as you can, and earlier than you think if your move depends on a completion or falls at the end of a month. Friday and month-end dates go first. If you are moving in central Oxford, the parking suspension also needs lead time, which pushes the practical booking date further back still.
- Do you charge for a survey?
- No. The survey is how we work out what the job actually is, so it is in our interest as much as yours. It can be done at the property or over video, whichever is easier for you.
- Why will you not give me a price over the phone?
- Because a price given without seeing the access is a guess, and guesses get corrected upwards on moving day. Two identical-sounding three-bedroom houses can be completely different jobs if one has a driveway and the other is a Jericho terrace with a permit zone and a staircase that turns twice.
- What happens if my completion date moves?
- Tell us as soon as you know. Date changes are normal in a chain and we will do what we can to hold the crew for the new date. The terms of any change are set out in your booking contract, which we send with the quote so there are no surprises.
- Can I pack myself?
- Yes, and plenty of people do. We can supply the materials, pack only the fragile items, or pack the whole house — whatever split you want. If you are packing yourself, we will tell you honestly which items are worth leaving to us.
Access, parking and vehicles
- What is the Zero Emission Zone and does it affect my move?
- It is a scheme covering a set of streets in central Oxford where non-compliant vehicles are charged during operating hours. Whether it affects you depends on your exact address and the vehicle the job needs. We check it at the survey and tell you what applies, including whether working outside the operating hours avoids it entirely.
- Who arranges the parking suspension?
- We do. We apply to the council for the bay suspension or dispensation and we factor the lead time into the schedule. What we need from you is the confirmed date early enough for the application to be processed.
- My road has a weight or width restriction. Is that a problem?
- It is a planning question, not a problem. A number of village routes across the Cotswold edge and the Chilterns have restrictions, and some bridges and lanes simply will not take a large vehicle. We check the route rather than assuming it, and where the restriction bites we use a smaller vehicle and shuttle.
- What if the removal van cannot park outside?
- We find the nearest legal standing point and plan the carry from there, with enough crew to do it without the day overrunning. That gets decided at the survey, which is exactly why the survey happens.
- Do you move into flats with no lift?
- Yes. A stair carry needs more hands and more time than a lift, so the crew is sized for it. We would rather put an extra person on the job than have two people carrying a sofa up four floors.
On the day
- Will you dismantle furniture?
- Yes — beds, wardrobes, flat-pack units and garden furniture as needed, and reassembly at the other end. Fitted furniture and anything plumbed or wired in is a different matter and usually needs a trade, which we will flag at the survey.
- Do you protect the property?
- Floor runners, door-frame and banister protection at both ends as standard. In listed buildings and in the Cotswold stone towns we protect thresholds and reveals before anything moves, because stonework is expensive to make good.
- What will you not move?
- Anything hazardous — fuels, gas bottles, solvents and similar. Plants and perishables we will advise on rather than refuse outright. Pianos, safes and large garden equipment are all movable but need to be declared in advance so the right kit and crew are there.
- What if something gets damaged?
- Tell us on the day if you can. We carry goods in transit and liability cover, and the terms of it are explained before you book rather than buried afterwards. The claims process and its time limits are set out in your booking contract.
Storage and international
- Can you store my things between moves?
- Yes. Goods go into sealed containers with an inventory, into clean dry storage, and come out when you are ready. It is the normal answer to a sale and purchase that do not line up, and to a Science Vale relocation where the rental is not yet found.
- Which countries do you move to?
- France, Spain, Italy and Portugal, by road from Oxfordshire. We cover those four properly rather than listing thirty destinations we do not actually run.
- What changed about moving to the EU after Brexit?
- Household goods now need a customs declaration in both directions, along with a detailed inventory and proof of residence in the destination country. Transfer of residence relief is available in most cases but has conditions attached. We prepare the paperwork with you and explain what each part is for.
- How long does an international move take?
- It depends on the route, whether your goods travel as a full or part load, and how quickly customs clearance goes at both ends. Your written quote includes an estimated window based on the specifics of your move. We do not publish a figure that pretends every move is the same.
Next step
Still got a question?
Ask it. We would rather answer something now than have it turn into a problem on moving day.