You’ve compared quotes, chosen a service, and made your booking. Now what? Understanding what happens between booking and moving day helps you prepare properly and know what to expect at each stage.
Immediate Confirmation
Once your booking is confirmed, you should receive written confirmation—usually by email—within a few hours or by the next business day. This confirmation should include:
Your booking reference number. The confirmed date and time. The service you’ve booked (van size, number of movers, any extras). Collection and delivery addresses. The quoted price and what’s included. Payment terms (deposit requirements, when the balance is due). Contact details for the company or your assigned driver. Cancellation and amendment policy.
If you don’t receive confirmation within 24 hours, follow up. A legitimate booking should always be documented in writing.
Deposit and Payment
Many removal services require a deposit to secure your booking, typically between 10% and 30% of the total cost. This deposit confirms your commitment and allows the company to allocate resources for your move.
Deposit policies vary:
Some companies take deposits immediately at booking. Others request payment closer to the moving date—often a week before. Some smaller operators work on a pay-on-completion basis with no upfront deposit.
Whatever the arrangement, make sure you understand when payment is due and what methods are accepted. Card payments offer consumer protections that cash doesn’t, so paying at least the deposit by card is advisable for any significant booking.
The balance is typically due either on the day of the move (after completion) or a few days before. Clarify this upfront so there are no surprises.
Pre-Move Survey
For larger house and apartment removals, a pre-move survey helps ensure accuracy. This might be:
An in-person visit where someone assesses your belongings and access. A video survey via WhatsApp, FaceTime, or similar, where you walk through your property showing what needs moving. A detailed online questionnaire or inventory form.
The survey allows the company to confirm that the quoted van size and time estimate are realistic, identify any access challenges at either property, note special items that need particular care, and adjust the quote if the actual job differs from the initial description.
For smaller moves or single item transport, a survey may not be necessary—a clear description and photos are often sufficient.
If a survey is arranged, be thorough and honest. Show everything that’s moving, including items in lofts, garages, and sheds. Point out any access difficulties. The more accurate the survey, the more accurate the final price.
Between Booking and Moving Day
Your Preparation
The period between booking and moving is your time to prepare:
Packing: Unless you’ve booked a packing service, you’ll need to pack your belongings. Start early—it always takes longer than expected. Label boxes clearly with contents and destination room.
Decluttering: Moving is an opportunity to get rid of things you no longer need. Less stuff means faster loading, potentially a smaller van, and lower costs.
Furniture preparation: Decide what needs dismantling. If you’ve booked this service, make sure any instruction manuals are accessible. If you’re doing it yourself, allow time to disassemble beds, wardrobes, and flat-pack furniture before moving day.
Appliances: Washing machines need draining and disconnecting. Fridges and freezers should be defrosted and cleaned. Cookers need disconnecting (this may require a qualified professional for gas appliances).
Access arrangements: Sort out parking at both properties. If you need a parking suspension or permit, arrange this well in advance—councils often need several weeks’ notice. Inform the removal company of any access issues you’ve identified.
Keeping the Company Informed
If anything changes between booking and moving day, let the company know promptly:
Changes to the inventory (significantly more or fewer items than originally quoted). Access changes at either property. Timing changes (if your completion time shifts). Date changes (if your move is postponed or brought forward).
Most companies can accommodate changes with enough notice, though there may be fees for significant amendments, especially close to the moving date.
Final Confirmation
A few days before your move—typically 24-72 hours—you should receive or make contact for final confirmation. This call or message confirms:
The exact arrival time. The crew members assigned (some companies will tell you who’s coming). Any last-minute details or questions. That payment arrangements are clear.
If you haven’t heard from the company by 48 hours before your move, contact them to confirm everything is on track. Don’t assume no news is good news—a quick check gives peace of mind.
The Day Before
The evening before your move:
Finish packing: Everything should be boxed and ready. Don’t leave packing for moving morning—you’ll be too busy and stressed.
Prepare an essentials box: Pack a box or bag with things you’ll need immediately: kettle, mugs, tea/coffee, toilet paper, phone chargers, basic toiletries, medication, a change of clothes, snacks, and important documents. Keep this with you, not on the van.
Clear pathways: Make sure routes from rooms to the front door are clear for carrying boxes and furniture.
Final walkthrough: Check cupboards, lofts, sheds, and gardens for forgotten items.
Get some sleep: Moving day is tiring. A good night’s rest helps you handle the inevitable stresses.
Moving Day
When the Team Arrives
The removal team will typically arrive at the agreed time—usually around 8am or 9am. When they arrive:
Show them around and explain what’s going where. Point out fragile items or anything needing special care. Highlight any access challenges they should know about. Confirm the plan for the day.
Good communication at the start prevents problems later.
During Loading
Professional movers know how to load a van efficiently and safely. Let them do their job, but stay available for questions. Common things they may need to know:
Which items are most fragile. What goes in which room at the new property (labelled boxes help enormously). Whether certain items should be loaded last for first access at the destination.
Take final meter readings at your old property before leaving. Do a last check of all rooms, cupboards, and outdoor spaces.
At the New Property
When you arrive at your new home:
Check utilities are working (electricity, gas, water). Take meter readings. Direct movers to the right rooms for each item. Note any damage to the property that existed before your furniture arrived (useful if disputes arise later).
Once unloading is complete, do a walkthrough with the team to confirm everything has arrived and check for any obvious damage.
Payment and Completion
If the balance is due on completion, you’ll pay once unloading is finished. Check the agreed amount matches what you were quoted, accounting for any agreed changes during the move.
Get a receipt for your payment. If there were any issues during the move, note them at the time—it’s much harder to raise concerns days later.
After the Move
Checking Your Belongings
Unpack systematically over the following days. As you unpack, check for any damage to your belongings. Most items should be fine, but occasionally things get scratched, dented, or broken during transit.
If you find damage:
Document it with photos. Contact the removal company promptly—most have time limits for reporting claims (often 7-14 days). Check what their insurance covers and how to make a claim.
Leaving Feedback
If the service was good, leaving a positive review helps other customers find reliable operators—and the team will appreciate the recognition. If there were problems, honest feedback helps companies improve and warns others of issues.
If Things Go Wrong
Most moves go smoothly, but problems can occur. Common issues and how to handle them:
Team running late: Contact the company for an updated arrival time. If delays are significant, discuss how this affects the day’s schedule.
Quote dispute on arrival: If the team says the job is bigger than quoted, discuss calmly. If you provided accurate information and had a survey, the original quote should stand. If your circumstances changed, some adjustment may be reasonable.
Damage during the move: Note it at the time, take photos, and follow up formally in writing within the company’s claim period.
Items missing: Check thoroughly—things often turn up in unexpected boxes. If genuinely missing, report to the company immediately.
For any dispute, having written confirmation of your original booking, quote, and any communications is invaluable. Keep all documentation until you’re fully settled and satisfied.
When you’re ready to book your move, you can get an instant quote and start the process with clear pricing from the outset.
