When you book a man and van service, are you expected to roll up your sleeves and help carry boxes? Or can you direct operations from the doorway while someone else does the heavy lifting? The answer depends entirely on what you’ve booked—and getting this wrong can lead to awkward situations on moving day.
The Short Answer
If you’ve booked a driver plus one or more helpers, you’re not expected to help with the physical loading. That’s what you’re paying for.
If you’ve booked a single driver with no additional helpers, there’s often an expectation that you’ll assist with carrying items to and from the van. Not always, but often enough that you should clarify before booking.
Understanding What You’ve Booked
Man and van services come in different configurations, and each has different expectations around customer involvement.
Driver Only (No Loading Help)
Some services—particularly the cheapest options—provide just a driver and a van. You load the van yourself, they drive it to your destination, and you unload it yourself. This is essentially van hire with a chauffeur. It’s the most affordable option, but you need to be capable of handling the physical work or have friends helping you.
Driver With Loading/Unloading
Most standard man and van services include a single driver who also helps with loading and unloading. This is where expectations can get murky. One person can handle boxes and lighter items alone, but heavier furniture typically needs two people. If it’s just you and the driver, you may be expected to take one end of the sofa.
Driver Plus Helper(s)
When you book two or more movers, they work as a team and handle the physical work themselves. You don’t need to help carry anything—your role is to be available, answer questions, and direct where things go.
When You Might Be Expected to Help
Several situations commonly involve customer assistance.
Single-Person Services
A solitary driver physically cannot carry a wardrobe, sofa, or washing machine alone. If you’ve booked a single-person service and have heavy items, the implicit expectation is often that you’ll provide the second pair of hands. This isn’t universal—some solo operators bring equipment that helps them manage alone—but it’s common enough to check.
Very Small Moves
For minimal moves—a few bags, some boxes, maybe one or two larger items—some customers book the cheapest option assuming they’ll pitch in. This can work well if you’re young, fit, and happy to help. Problems arise when customers expect full service but have booked a budget option.
Difficult Access
If items need carrying a long distance from the property to the van, or there are multiple flights of stairs, having an extra person (even just to hold doors or ferry lighter items) can significantly speed things up. Some drivers appreciate the help even if it’s not strictly required.
When You Shouldn’t Need to Help
In most standard man and van bookings with loading included, you shouldn’t need to do physical labour.
Two or More Movers
Professional movers working in pairs or teams have their own system. They know how to communicate when manoeuvring furniture, they understand weight distribution, and they’ve done this hundreds of times. An untrained third person can actually slow things down or create safety issues. Stay available but stay out of the way.
Standard Services With Loading Included
If you’ve booked a service that explicitly includes loading and unloading, that’s what you’re paying for. A single driver offering a full service should be equipped and capable of handling your items—that might mean using trolleys, straps, and other equipment rather than expecting customer muscle.
Physical Limitations
If you have health issues, mobility problems, or simply aren’t physically capable of heavy lifting, make this clear when booking. The service should then ensure adequate personnel are assigned. No legitimate operator should pressure someone with a bad back into carrying a fridge down stairs.
The Grey Area: Being Helpful vs Being Expected
There’s a difference between being expected to help and choosing to help.
Many customers naturally want to speed things along and will carry boxes or hold doors without being asked. This is appreciated but not required. The movers are there to work; you’re there to supervise and direct.
However, if you’re standing watching while a single driver struggles with a heavy item, and you’re physically capable of helping, the situation becomes uncomfortable. This is why clarifying expectations beforehand matters—it prevents these awkward moments.
What You Should Always Do
Regardless of whether you’re physically helping, certain responsibilities fall to you.
Be Present
You need to be there when movers arrive and throughout the process. They’ll have questions about what goes, what stays, where things should be placed at the destination, and how to handle specific items. Don’t assume you can hand over the keys and disappear.
Direct the Process
Movers don’t know which boxes go to which room, which items are fragile, or where you want the sofa positioned. Active direction saves time and prevents items ending up in wrong places.
Be Ready
Everything should be packed, labelled, and accessible before movers arrive. Wardrobes should be emptied (unless you’ve confirmed otherwise). Appliances should be disconnected. Pathways should be clear. Being “ready” is your job even if lifting isn’t.
Handle Decisions
Questions will arise: “This won’t fit through the doorway—should we try the other door or dismantle it?” “There’s no parking closer than 50 metres—is that okay?” “This box is really heavy—what’s in it?” You need to be available to make these calls.
How to Clarify Before Booking
Avoid ambiguity by asking direct questions when getting quotes.
Ask whether loading and unloading help is included in the price. Ask how many people will be doing the move. Ask specifically: “Will I need to help carry items, or will your team handle everything?” If you have heavy items (washing machines, large furniture, pianos), mention these and ask whether additional help is needed.
If you can’t physically help—due to health, age, or any other reason—state this clearly. A good service will either confirm they can manage alone or recommend booking an additional helper.
The Cost Difference
Services where you help tend to cost less than full-service options. This is logical—you’re providing labour that would otherwise need to be paid for.
A driver-only or customer-loading service might cost £20-35 per hour. A driver who helps with loading might cost £35-50 per hour. A two-person team typically costs £45-70 per hour.
The price difference reflects the labour involved. If you’re young, fit, and happy to work, the cheaper option makes sense. If you want to supervise rather than sweat, pay for adequate personnel.
What If Expectations Don’t Match?
Occasionally, a mover arrives expecting help that wasn’t discussed, or a customer expects full service from a budget booking. These situations are uncomfortable for everyone.
If a driver seems to expect help you weren’t planning to provide, address it directly: “I understood loading was included—is there a problem?” They may have misunderstood the booking, or there may be a legitimate issue (the item is heavier than expected, access is worse than described). Work together to find a solution.
If you genuinely can’t help and the driver can’t manage alone, options include calling the company to request an additional helper (which may delay the move and cost extra), reducing the load by leaving some items, or rescheduling with appropriate personnel. None of these are ideal, which is why clarifying beforehand matters.
The Bottom Line
You shouldn’t have to help load the van if you’ve booked a service that includes loading assistance. But “shouldn’t have to” and “won’t need to” aren’t always the same thing, particularly with single-person services.
The safest approach is to assume nothing and confirm everything. Ask what’s included. Mention any physical limitations. Describe your heaviest items. If there’s any doubt about whether one person can manage, book a second helper—the modest extra cost buys certainty and a smoother move.
When you get an instant quote, you can specify the number of movers you need, ensuring the right level of help for your move.
