The things people actually ask

Because it is the most useful thing we can tell you quickly. Most removal websites describe an enormous range of services, and you cannot tell from reading them whether the firm actually does any of it well.

Publishing the boundary means you can rule us out in a few seconds if we are wrong for you, which is better for both of us than a survey that ends in disappointment.

Yes, and we are slightly wary of how often we are asked. There is no version of a removal where your furniture travels unprotected — blankets, straps and floor runners are what the job is, not an upgrade tier.

If another quote is cheaper because protection is optional on it, that is not a cheaper removal. It is the same removal with the risk moved onto you.

We supply them if you want us to, and we would rather tell you roughly how many boxes you need than sell you more than that.

You can also buy them anywhere, and for most moves that is cheaper. We are not going to pretend otherwise.

No. Carrying waste requires a waste carrier licence, and we do not hold one — a remover who offers to "get rid of it for you" as a favour is either unlicensed or not telling you the whole story.

A licensed waste carrier or a reuse charity will do it and give you the transfer documentation, which is what protects you.

Only for the four reasons published on the quote page, and each of them is something we would raise with you before it happened rather than after.

What will not change it: the day of the week, how long the job takes us, how many flights of stairs turn out to be involved, or how heavy something is. If we misjudged the estimate, that is ours to carry.

No. An hourly rate pays us more for being slower, which is the wrong thing to put between a customer and a crew.

We quote the whole job at a fixed figure. If you want hourly work, a local man-and-van operator is genuinely the better option and usually cheaper.

Usually not. For most moves a video walk-round or a good set of photographs tells us what we need, and we would rather not send someone to sit in your kitchen.

For larger houses, or where access looks difficult, we will ask to come and look. That is a request, not a condition — you can decline and we will quote with a stated assumption instead.

No. There is nothing to upsell — the optional items are listed on this website with the rest, and if you do not tick them nobody will ring you about them.

We do not employ salespeople. The person who surveys your move is the person who has to make the plan work.

The crew named on your quote, employed by us. If that has to change we tell you why beforehand rather than sending a van full of strangers.

One of them is the crew lead and you will know which. Decisions on the day do not have to route through an office.

We can move it once it is disconnected and drained. We cannot disconnect plumbed or hardwired appliances, or anything gas — that needs a registered trade, and a remover who offers it is working outside their insurance.

Tell us what needs doing and we will remind you in good time to book someone.

Tell the crew lead on the day and put it in writing to us afterwards. The cover applying to your move is stated on the quote, not buried in a link, and the claims window is in our terms.

Keep the item and its packaging until it has been looked at — that is what usually decides a claim.

We read everything that comes in and reply by email once we have been through it, normally within a working day or two.

If you already have a fixed date, say so and we will treat it as urgent.