Everything you might want to ask

Three ways, whichever suits you. Fill in the online form and your price builds as you answer — we pencil in your date, check the job over by hand and come back within two hours, and a 30% deposit then holds the day. Or send us a WhatsApp with a few photos or a short video walkthrough and one of our team will price it and book you in. Or simply call us and we'll talk it through.

Usually not, and that keeps things quick. The online form prices a home move from the rooms, what's in them and the access at both ends — it doesn't need photos. If you'd rather not fill in a form, photos and a short video of each room over WhatsApp do the same job. For larger homes or long-distance moves we may arrange an in-person survey, and we'll tell you if that's the case.

It's rare, but yes — occasionally the job turns out to be bigger than the details supplied suggested, and we'd rather say so than turn up with the wrong van or too few crew. If we can't take the booking, your deposit is refunded in full. We may also come back and ask for more information before confirming.

The earlier the better. Two weeks' notice is our preference, and it's what gives you the best choice of dates. We do take last-minute and emergency bookings when we have availability, so it's always worth calling us directly rather than assuming we're full.

Quickly, yes. We don't charge any premium for weekends or bank holidays, which means those slots go first. If your move has to be a Saturday or a bank holiday, get it booked as early as you can.

Our home patch is the North East — Durham, Newcastle, Gateshead, Sunderland, Middlesbrough, Darlington, Hartlepool and Stockton-on-Tees. We also cover long-distance and national moves anywhere in mainland Britain, with no distance limit. We don't currently take on moves involving ferries or overseas destinations.

We're open 6am to 10pm, seven days a week. Early starts are often the best way to get a move done comfortably in a day, and the long hours mean we can usually work around a late key release rather than running out of time.

Both — you choose which suits your move.

Fixed price is the calmer option and we'd recommend it for anything complicated: larger homes, moves involving dismantling and reassembly, or any completion day where you're waiting on keys. The day is yours, the crew takes no other job, and the price doesn't move — including if your keys arrive hours late. There's no waiting charge on a fixed-price booking.

Hourly often works out cheaper for smaller, straightforward jobs — a few items, no dismantling, easy access. There's a two-hour minimum, waiting time is charged after the first 30 minutes, and we may have another job scheduled that day.

No. Our pricing is the same whatever day you move. We think that's simpler and fairer than the peak-rate model most firms run.

Yes, 30% of the quoted price, and your date isn't held until it reaches us. The balance is due on completion of the move, unless we've agreed something different in writing beforehand.

By secure payment link, bank transfer, or cash to the driver on completion.

Changes are free with at least 48 hours' notice. Cancellations inside 48 hours may mean losing the deposit, or a charge where we've already incurred costs.

Only if what we find differs materially from what was described. Quotes are built from the items, access details and property information you give us, so undeclared items, stairs or parking restrictions we weren't told about, or furniture needing dismantling that wasn't mentioned can all change the job.

Where that happens we'll talk to you first — we'd always rather find a way to make it work. The reliable way to avoid surprises is to over-share at quoting stage: mention the loft, the shed and the garage.

On hourly bookings, additional time is charged at the hourly rate shown on your booking confirmation. On fixed-price bookings, you've bought the day.

We give an arrival window rather than a single fixed time, so that traffic and the unexpected don't turn a five-minute delay into a broken promise. If we're running behind, you'll hear from us — you shouldn't ever be left wondering where we are.

Yes. You or someone you trust, aged 18 or over, needs to be at both the collection and delivery addresses unless we've agreed otherwise beforehand. Somebody has to be able to answer questions and confirm the last box is on the van.

Blankets, straps and trolleys, shoe covers and gloves, and floor protection where you'd like it. We'll place and arrange everything where you want it at the other end — not stacked inside the front door.

Some of our team have a good eye for a room layout and are happy to help you work one out. The aim is that when we leave, you can sit down and put the telly on.

Suitable parking as close as reasonably possible to both addresses is the customer's responsibility, so it's worth thinking about early. If your street needs a permit or has restrictions, tell us at quoting stage and we'll plan around it.

Charges or penalties arising from parking arrangements we weren't told about may be passed on — but anything caused by us or genuinely outside your control won't be.

• Finish your packing and seal the boxes.
• Label anything fragile clearly.
• Defrost and empty the fridge and freezer at least 24 hours ahead.
• Run petrol garden equipment dry.
• Keep children and pets out of the working areas.
• Put anything irreplaceable in your own car.

Yes. We carry £5 million public liability insurance and £20,000 goods in transit cover per claim, and we're happy to provide evidence of either on request.

Beyond the blankets and the care taken, we photograph items, access routes and both properties before, during and after every move. That record protects you as much as us — it shows the condition your things were in when they left and when they arrived, so there's never any argument about what happened where.

Please look over your belongings before our team leaves and say straight away if anything concerns you. Any loss or damage must be reported within 48 hours of the move so we can investigate fairly while everything is fresh.

We'll ask for photographs of the item and the surrounding area, a description of how it happened if you know, and proof of ownership or value where relevant. Please don't repair, replace or dispose of anything before we've had a chance to inspect it — if we haven't seen it, we may not be able to accept liability.

Every claim is investigated thoroughly, and we aim to complete our investigation within 5–10 working days of receiving everything we need. Where we're responsible, we'll put it right: a professional repair, a replacement, or appropriate compensation.

This one catches people out, so it's worth being clear. Where you've packed a box yourself, we can't take responsibility for damage to the contents unless it was caused by our team's negligence — we've no way of knowing how well things were wrapped inside.

If you'd rather not think about it, our packing service removes the question entirely: anything we pack is our responsibility.

Damage that was already there, ordinary wear and tear, and weakness in the item itself. Older furniture in particular doesn't always survive being dismantled and rebuilt, and that's down to the item's condition rather than the handling.

We also can't cover damage caused by inadequate packing, loose or unpacked items we carried at your request, or where we followed an instruction against our own recommendation.

Cash, jewellery, passports, important documents, medication, keys and anything sentimental or irreplaceable. Not because we expect a problem, but because these are easy to lose track of among a hundred boxes and sit outside standard goods in transit cover. Keep them in a labelled bag that stays with you.

Yes, and it's the single biggest stress-reducer we offer. We'll pack the whole house the day before, or just the rooms you'd rather not face. All materials are included in the quoted price, and anything we pack is our responsibility. We don't offer unpacking at the other end.

Materials are for customers with a booking. If you've booked with us and want to start packing early, we can drop materials off beforehand — just ask. If you've booked our packing service, everything needed is included in your price.

Everything into proper boxes, cases or containers — loose items and open bags may be refused, and where we do carry them it's at your own risk. Fragile things want plenty of wrapping and a clear label. Don't overfill a box to the point where nobody can lift it, and seal everything properly before the day.

Yes, and they fall into three groups.

Prohibited on the road Compressed gas cylinders including camping gas and patio bottles, petrol, diesel and other fuels, corrosive or toxic chemicals, and explosives or fireworks. These need specialist haulage licensing. Run mowers, strimmers and pressure washers dry before the day — a container that looks empty usually isn't — and take fuels and solvents to your local recycling centre.

Outside insurance cover Cash, jewellery, passports, deeds and important documents. Please carry these yourself.

Impractical in a loaded van Perishable and frozen food — empty the fridge and freezer and defrost at least 24 hours ahead. We'll happily move the appliance, just not what's inside it. Plants can usually travel, but at your own risk and outside our insurance cover, and we'd steer you away from anything large or soil-heavy — a tipped pot in a loaded van is nobody's idea of a good day. Treasured ones are better off in your own car.

Sealed wine, spirits and beer are fine, though worth wrapping well. Small quantities of sealed household cleaners are acceptable; anything open or leaking should go before the day.

No, and it's a welfare matter rather than red tape. A loaded removal van can't offer the ventilation, temperature control or monitoring animals need in transit. Pets should travel with you, or with a specialist pet transporter for longer journeys.

Firearms and ammunition are governed by licensing law and must never be packed in an unmarked box. Speak to us and to your police firearms licensing department well ahead of the move.

We can, but it isn't automatically included — it needs to be requested when you get your quote so we bring the right tools and allow the time. Just tell us what's involved: beds, wardrobes, garden furniture, whatever it is.

Yes, and it's free with your move — washing machines, cookers and ovens, wall-mounted TVs. Just mention it when you get your quote so we bring the right tools and allow the time. The one thing we can't do is work that needs a qualified electrician, plumber or other specialist; that has to be arranged separately, and we'll tell you if it applies.

Reconnection is a different matter: we don't reconnect appliances at the far end. Anything needing an electrician, a plumber or a gas engineer is a job for a qualified specialist, and we won't pretend otherwise.

Tell us before you book. Heavy and specialist items need the right equipment and often extra crew, and if the team arrives without either we may not be able to take the item that day — it might have to be booked separately. Declared in advance, it's usually straightforward; there may be an additional charge, and you'll know about it upfront.

If you're on a fixed-price booking, we wait — no clock, no charge, no matter how long the solicitors take. That's the whole point of the fixed price, and it's why we recommend it for any move that depends on a key release. The crew takes no other job that day, so there's nothing to rush off to.

On hourly bookings, the first 30 minutes of waiting are included, after which waiting is charged at £21 plus VAT per 30 minutes, with a 10-minute grace period inside each. We charge it because a crew and a van standing still still cost us money, not because we're hoping you'll be late. If you tell us the time you expect your keys, the clock runs from then rather than from our arrival.

If you know your move hinges on a completion, go fixed. It'll be the calmer day.

It happens, and there's a plan for it. Where a delay looks like running past about four hours, or far enough into the evening that we couldn't finish safely, we'll talk to you about taking your belongings into secure storage and delivering at an alternative date. Alternatively, we'll work with you to find a solution that suits you more.

The re-delivery is charged at the discounted rate. It isn't a penalty — it's how a bad day stops becoming a disaster, and it means nobody is unloading a three-bed house at eleven at night.

That's a different situation from waiting on keys, and worth being straight about. Delays outside your control — solicitors, chains, handovers, lifts — are ours to absorb on a fixed-price booking. Delays because the packing isn't done or we can't get access change the scope of the job, and may mean additional charges on either package.

On an hourly booking, waiting time after the first 30 minutes is charged at £21 plus VAT per half hour.

If you think you might be behind, ring us the day before rather than hoping — we can usually help.

You won't lose your deposit. We'll arrange a storage solution so your belongings are safe, and move you into your new home once things are sorted. There's a charge for the second move out of storage, but it's discounted — typically around half the original rate.

Yes, including same-day if a completion falls through. It's worth a phone call the moment you know there's a problem.

Containerised and fully secure. Our main partner is Rockfarm Storage in Wheatley Hill, though we may use an alternative depending on where you're based. Every partner we work with is vetted for security and insurance.

To be straight with you about how it works: the storage contract is directly between you and the storage facility, and your goods are covered by their insurance rather than ours while they're stored. We handle the arrangement and the transport, and we only work with facilities we'd use ourselves. If you're storing anything high in value, check the cover level with the facility directly.

From a few days to several months. Fees depend on volume and duration, and we'll get you a clear quote before anything moves.

Usually, yes — it depends on the storage arrangement you choose. Some are set up for you to come and go with notice; others are sealed until the move out. If getting to your things while they're stored matters to you, tell us before we book anything and we'll make sure you end up with the right kind.

Yes — house clearances, end-of-tenancy clearances and probate clearances.

Yes. Our waste carrier registration is CBDU574812, held by Nabosh Logistics Ltd, and you can check it yourself on the Environment Agency's public register.

This matters more than people realise. If waste from your property ends up fly-tipped, the liability can come back to you as the person who handed it over. Always ask for a registration number before letting anyone clear your property — and if they can't give you one, don't use them.

Anything with life left in it is donated where we can find a home for it. The rest goes to a commercial disposal centre for proper processing. Nothing gets fly-tipped.

Clearances are priced by volume, so we need to see the property before quoting. Send photos or a video of every room and the loft, garage and shed — this survey is essential and we can't price a clearance without it.