FAQ

If you are thinking of booking a removal with Alexanders below are some answers to questions that other people have asked us, which you might find helpful:

  1. 1. What is involved in booking in a removal?

    Our office staff will take the details of your removal in order to give you an obligation-free estimate for your domestic or commercial move. They will let you know whether the size of your move will require an on-site survey by one of our trained estimators, or give you a price to book in over the phone.

  2. 2. Do you have storage facilities?

    Yes. We have two storage warehouses in Park Royal which cater for different storage requirements – Self-Storage and container storage. Let us know your ideal storage solution and we will advise which storage will suit you best.

  3. 3. Can I access my goods whilst in store?

    Yes. Access to the storage facilities is available during office opening hours, including Saturdays. Our container storage requires advanced booking for access.

  4. 4. How long will my removal take?

    Our estimators are trained to plan your move with as minimum disruption as possible. If you would like to have an idea of how long we expect your move to take be please ask the office who can refer to the estimator’s notes.

  5. 5. What is a Move Manager?

    When you book in your move it will be assigned to a trained Move Manager. This is the person who will be in contact with you before, during and after move day and who will ensure that everything runs as smoothly as possible.

  6. 6. What do I need to do prior to your crew’s arrival?

    Our removal men will be moving your possessions. They will not be doing any electrical, plumbing or drilling work and so please ensure that these requirements are handled by other professionals before we arrive on pack and move day.

    Most commonly on domestic moves: Wall-mounted televisions should be taken down from walls, washing machines should be unplumbed, light fittings removed from ceilings, curtains unhooked and freezers defrosted.

    Most commonly on commercial moves: all electrical goods to be unplugged and phone systems to be decommissioned. White boards and digital screens to be dismounted in advance of move day. Notify us if you require an IT decommission/decommission service. Where any goods are under lease, such as photocopying machines, they may need to be moved by the lease-holding company.

    If it is not possible for you to do any of the above in advance of move day please call us and we will be happy to discuss a solution for you – we are here to help.

  7. 7. Do we have to supervise throughout the entire move?

    The degree of supervision of the removal is down to you. You do not have to be present during the move. The professional packing and loading of a vehicle is overseen by the Foreman allocated to your removal. If you have specific handling requirements of certain pieces of furniture or objects, you can communicate these to your Foreman in advance.

  8. 8. Is there an extra cost to moving on the weekend? Do you work on weekends?

    We regularly undertake removals on Saturdays and this is at no extra cost. Sunday removals are by request and subject to availability. Rates on a Sunday are an additional £5.00 + VAT per hour/per removal porter.

  9. 9. When do I pay for my removal?

    The removal is paid for when you are booking in and sending in your signed Acceptance Form. Under some circumstances you can pay a 50% deposit at the time of booking and the balance must be paid as cleared funds before move day. Under all circumstances the removal must be paid as cleared funds in advance of move day.

  10. 10. If there is a delay in key release do you charge us if you have to wait around?

    Yes. The Quotation does not include waiting time. It is possible to purchase a Waiting Time Waiver at the time of booking. The waiver will give you up to two hours waiting without being charged.

    If you have not purchased a Waiting Time Waiver you will be charged £70.00 + VAT per hour for waiting time.

  11. 11. How much notice is required to book in a removal?

    Bookings should be made as far in advance as possible in order to secure your preferred booking day. Booking dates are subject to availability.

    Where you cannot anticipate the exact removal day you are advised to book the removal and notify us of the expected move day, taking out our optional Cancellation and Postponement waiver.

    As a guideline we would recommend that book your removal no less than three weeks’ notice.

  12. 12. What happens if I book in and my sale falls through?

    Please refer to our terms and conditions for Cancellation and Postponement fees.

    If you book a removal and your sale falls through the more notice you give us the lower the cancellation fee will be. If it is more than 10 days’ notice before move day there will be no cancellation charge.

    If you purchase the Cancellation and Postponement waiver in advance there would be no cancellation fee regardless of when you notify us. Please note – the Cancellation and Postponement waiver can be used only once.

  13. 13. When do I pay for my storage?

    When you have been quoted a fixed rate for storage your initial storage payment will be paid as cleared funds before collection day. This will include advanced payment to the end of the month and a one month refundable storage deposit. Ongoing storage payments are payable on the 1st of the month for the month ahead.

    If you have been quoted a variable ‘per container’ rate for storage your initial storage period will be invoiced once your goods have come into storage and will be payable immediately. This will include advanced payment to the end of the month and a one month refundable storage deposit. Ongoing storage payments are payable on the 1st of the month for the month ahead.

    All ongoing storage payments must be paid by monthly direct debit.

  14. 14. Why do you take a deposit for storage?

    The deposit is taken in the event of default of payment. It is returned as a credit at the end of your storage period and is offset against the cost of your removal out of storage.

  15. 15. What is the difference between container storage and Self-Storage?

    Container storage: Your goods are securely stored in wooden containers of the same size and shape. They are stored indoors in a warehouse and stacked using a forklift truck. You can have as many containers as you need. You can access them with adequate advanced notice and there is a small fee. You can only visit the container warehouse by appointment.

    Self-Storage: with more flexible access Self-Storage is more expensive than container storage. You are given a key to your own storage unit and can come and go any time during office opening hours. Self-Storage units vary in size and shape. They are steel-walled units and are padlocked. It is possible for Alexanders to deliver your goods into a Self-storage unit and lock the unit on your behalf so that you don’t have to be present at the time of offloading. Please note, when your possessions are delivered into the Self-Storage unit it is done so at your own risk as we cannot take responsibility for loss or damage to goods when you have your own, independent access.

  16. 16. What size are your storage containers?

    The storage containers are 35sq.ft and 8 ft. high (a total of 250 cubic feet).

    5’ (width) x 7’ (depth) x 8’ (height)

  17. 17. What size are your Self-Storage units?

    We have units of different shapes and size and they are subject to availability.

  18. 18. What do I do with the packing materials after my removal?

    You have been quoted a price which includes the purchase of all packaging materials. Where you pay for an unpacking service we will remove all debris at the end of the service. If you do not pay for an unpacking service then we do not collect packaging materials at a later date.

    If you expect there may be a requirement for us to collect packaging materials after you have unpacked please discuss this with your Move Manager. We may be able to collect the used materials if they are in re-useable condition and if we are in the neighbourhood. This would be subject to our availability and may be subject to a charge.

  19. 19. What are your environmental credentials?

    Please follow this link to view our Eco-Aware policy : http://www.alexandersgroup.co.uk/about-us/eco-policy/

  20. 20. Am I protected against loss or damage?

    Our terms and conditions show that where we are liable for loss or damage you are able to claim up to £50 per item (please read through condition 8).

    Alternatively, if would like to take out insurance to receive full cover for your goods on our bespoke removals and storage insurance policy this is also possible. Our policy has a comprehensive insurance cover specific to the removals and storage trade and is offered at competitive rates.

    As a professional removals company we also hold public liability insurance which means that any damage to public property caused by our negligence is covered as standard.

  21. 21. Is insurance included?

    Removals insurance is not included in the Quotation. It is shown at the bottom of the Quotation and is dealt with separately.

    Storage insurance is not included in the Quotation. The rate to purchase storage insurance is dependent on the value of the goods to be stored and is dealt with separately.

    Shipping insurance is not included in the Quotation. The rate to purchase shipping insurance is dependent on the value of the goods to be stored and is dealt with separately.

    As a professional removals company we hold public liability insurance which means that any damage to public property caused by our negligence is covered as standard. This is always included and is at no additional cost.

  22. 22. Who pays for the parking of the removal vehicle(s)?

    You are responsible for the access at your properties and therefore responsible for the cost of parking of the vehicle(s). This will be discussed in advance of move day as well as the expected additional cost to park your removal vehicle(s). If a parking ticket is received due to the restricted access at your property the cost of the ticket will be passed on and will be payable by you.

  23. 23. Do you offer ancillary services, such as cleaning or handyman?

    We can offer a handyman service and the rates are shown on the Price Guide.

    We are aware of other companies in the local area who can provide ancillary services and we would be pleased to pass their details on to you for you to decide if you would like to use them. Please note we cannot be held responsible for the quality of these services, however, we would be pleased to let you know of our past experience using them.

  24. 24. Can you ship my goods overseas?

    Yes. We would be pleased to give you a quote to ship your goods to your chosen destination. Our trained removals team are able to export wrap your goods and make them ready for shipment.