Removal companies do more than just load a van and drive. A professional removal company will transport your belongings, offer optional packing services, disassemble and reassemble furniture, provide storage, and even handle end-of-tenancy cleaning. Not every company offers every service, though, and not every quote covers the same things.
Knowing what removal companies actually do puts you in a much stronger position when it comes to choosing one. It means you know exactly what to ask, what to watch out for, and what might cost extra.
TL;DR
- Removal companies transport, pack, disassemble, store, and clean, but not every company offers every service.
- Always ask what’s included in your quote, as charges for heavy items, parking, and fuel are common extras.
- Confirm what insurance is included and whether it covers full replacement value or depreciated value.
- Ask about cancellation terms before booking, especially since exchange and completion dates can shift.
- A pre-move survey helps the company estimate volume and flag access issues before moving day.
Here are the most important questions to put to your moving company before you book:
Table of Contents
What do removal companies do?
Most professional removal companies offer a core set of services, but the full range varies from firm to firm. Here’s what you can typically expect:
- Loading and transporting your belongings to your new property
- Optional packing services, where the team packs everything for you before moving day
- Supply of packing materials such as boxes, tape, and wrapping
- Furniture disassembly and reassembly for large items like wardrobes and bed frames
- Short or long-term storage if there’s a gap between your move-out and move-in dates
- End-of-tenancy move-out cleaning at your old property
- A pre-move survey, conducted in person or virtually, to assess volume and access before providing a final quote
The questions below will help you confirm which of these services your chosen company actually provides, what’s included in the price, and what will cost extra.
What removal van sizes do you offer?
If you want to make your move as swift and smooth as possible, knowing that your moving company can transport the volume of items you have is pretty important. A reputable removal company will often offer a pre-move survey, in person or virtual, to assess volume and access before quoting a van size. Beyond that, there are other aspects of van sizes worth thinking through:
- Do you have any large, long, or bulky items of furniture that have to fit inside the vehicle?
- Are the streets the van will have to negotiate limited in size?
- Will your moving company have a vehicle to match them?
Most removal firms have a small fleet of vehicles, so you’ll probably have some options. Make your requirements regarding individual items, overall volume, and any narrow streets clear before you ask about vehicle types.
Are there any items you won’t take?
Confirming your removal company will take all of the items you want to transport should be high on your list of questions to ask.
Because there are some items that a removal company can’t or won’t move, these are usually things that are outside of health and safety regulations or because those items are considered dangerous goods.
Common problem items include acids, corrosives, and anything flammable. But even some relatively innocuous things can fall afoul of these restrictions. Always check any list on your removal company’s website before you book your service.
Is removals insurance included?
Accidents happen even with the safest and most reliable movers. Make sure you’re protected if something unexpected goes wrong while transporting your possessions.
Removals insurance should be a standard these days. But not every firm offers the same kind of insurance. Not all insurance policies cover all items. Some removal businesses charge extra for any protection or certain types of cover.
In the UK, most professional removal companies carry Goods in Transit insurance and Public Liability insurance as a minimum. Ask specifically whether your policy is “full value replacement” or “depreciated value”, these differ significantly in what you’d actually receive if something were damaged or lost.
It’s best to get things laid out in black and white first. Make sure you’re clear and upfront about what you want to transport if you want to be sure you’re protected.
Do your movers bring packing materials on moving day?
It’s worth separating two distinct things here: packing materials (boxes, tape, wrapping) and a full packing service (the team doing the boxing for you). Some companies offer one, some offer both, and some offer neither.
If you think this might be an issue, or if you want to avoid the hassle of sourcing packing materials yourself, ask your removal firm early on what they provide and whether it costs extra.
What is included in your quote?
Don’t let your final moving bill be a surprise. Get this question in early and make sure you’re clear about what your removal company will include in your service, and what will cost extra. You might want to ask them about:
- “Heavy item” surcharges or charges for specific items (e.g. grand pianos)
- Late hour charges
- Furniture disassembly and reassembly
- Assembling flat-pack or other furniture at your new property
- Packing materials
- Permits, parking, and fuel costs
- Pre-move survey fee (some companies charge for this, some don’t)
For a typical house move, quotes can vary considerably depending on distance, access, and which services are included. Always compare at least three written quotes before committing.
What other services do you offer?
These days, most removal firms have realised they can do more for their customers. This means they offer additional services like:
- Professional packing
Packing everything you own can be a stressful part of a move. Getting professional packing not only does away with this, but it also minimises the chances of anything getting damaged during transit.
- Packing materials
One of the most irritating things about moving house is the need to find suitable cardboard boxes and other packing materials. Why not ask your moving company if they can simply supply some this time?
- Storage
Another handy service you might be able to get your removal firm to provide is storage. Downsizing? Not a problem. Have items sorted for convenient storage and taken away at the same time as you move.
- End of tenancy cleaning
Not always possible with all movers, tenancy cleaning is a hugely useful additional service. Using the same company means everything will fit together neatly on moving day.
- Furniture disassembly and reassembly
Many removal companies will dismantle large items like wardrobes and bed frames before the move and rebuild them at your new property. This is usually offered as an additional service, so confirm it when requesting your quote as it may carry an extra charge.
When do you collect payment?
Like many goods and distribution services, most removal firms will ask for payment upfront.
However, it’s always best to be sure before you book. When you pay, removal companies can differ, as can other payment terms.
As with anything related to money, best to make it a question you ask right off, so you know where you stand.
What is your cancellation policy?
When moving house, things happen. Sales, purchase days, and handovers can all suffer delays. If your plans change, will your removals company charge you?
Asking about your firm of choice’s cancellation policy is a must-do before you book. You should be able to find this written in their Terms and Conditions. But it’s always worth checking verbally or via email too.
We Can Help You Move House
Enter your postcode to view our rates and availability in your area.
For questions about the services we offer visit our main site or you can always call us at 020 3746 0584
Conclusion
Knowing what removal companies do puts you in a much stronger position to ask the right questions and choose a service that genuinely fits your move. Whether it’s confirming what’s in the quote, checking what insurance you’re getting, or finding out whether they’ll disassemble your wardrobe, the small details matter, and they’re all worth raising before moving day, not on it.
Whether you need a full-service professional removal company or simply a man-and-van for a smaller move, the questions in this guide will help you avoid surprises. Moving house? Find out whether you’ll get exactly what you need from us today. Request more information or get a free, no-obligation quote on our fully insured removal service.
