Frequently Asked Questions
Got a question about your move? We’ve answered the most common ones below. If your query isn’t here, please don’t hesitate to give our friendly team a call.
Scheduling & Availability
Do you work on weekends or bank holidays? Yes, we do! Gentleman and a Van operates six days a week, including Saturdays and most bank holidays. Our full service is available every day except Christmas Day, Boxing Day, and New Year’s Day. Please note that Friday, Saturday and Monday have a different rate structure compared to the rest of the week, and it is sensible to book early as these are peak periods. Bank holiday moves carry a premium rate.
Can you help with moves outside of standard business hours? We usually operate during normal working hours, however your move coordinator can advise on availability and any adjusted rates for an out of hours move.
How far in advance should I book? We recommend booking one to two weeks ahead for smaller moves to secure your preferred date. For larger house moves, aim for at least one month of notice. Fridays, Saturdays and the final week of the month are our busiest periods, so booking early is important if your move falls within those times.
What time will the moving team arrive? Our teams usually start morning jobs at 8:00 a.m., and afternoon slots typically begin between 12:00 p.m. and 1:00 p.m. Your exact start time will be clearly confirmed in your move plan. If you need a specific arrival time, you can agree this with your move coordinator.
Our Services & Capabilities
Can you move specialist items like pianos or artwork? Yes, we have extensive experience in moving high-value and delicate items, including pianos, fine art, and antiques. Our teams are trained to handle such items with the utmost care. For exceptionally complex or heavy items (like grand pianos), we can arrange for vetted, expert specialists to ensure a perfect move.
What happens if a large item, like my sofa, won’t fit through the door? Our crews are expert problem-solvers! In tricky situations, we are often able to remove and refit sash windows. Where external access and parking allow, we can also arrange for a furniture hoist or external lift to get the item in safely.
What happens if a large item, like my sofa, won’t fit in my new property?
We understand that with a new home, some items may not get in even with the experience of our crew. If this happens, we have a solution and can place the item into temporary storage while you decide what you would like to do next.
Can you help with dismantling and reassembling furniture? Of course. Our trained teams can dismantle and reassemble most standard furniture, like beds, tables, and wardrobes. Please let your move coordinator know which items you need help with when you get your quote so we can factor in the time.
Do you unplumb washing machines and dishwashers and plumb them back in?
Yes absolutely, we can disconnect these appliances and reconnect them at your new property.
Can you dispose of unwanted furniture? Yes. Gentleman and a Van is a registered waste carrier. We can responsibly recycle or dispose of any unwanted items, or we can deliver them to a local charity shop of your choice.
Do you offer services other than removals? We do! We also offer secure, containerised storage, as well as professional Handyman and Cleaning services. These can be booked as part of your move or as a separate service.
Why choose Gentleman and a Van for your Move in South West London? We built our reputation on being South West London’s friendliest and most reliable removals company. We only use full-time, professionally trained, and security-cleared crews who specialise in handling valuable and fragile items with care. As proud members of the British Association of Removers (BAR), we are held to the highest industry standards. Check out what The Independent had to say about us, or what hundreds of our customers have to say on Google Reviews, TrustPilot or RemovalsReviews.co.uk.
Do you handle international relocations? Yes, we have a specialist team that manages moves to Europe and worldwide. We can handle everything from export packing and customs support to a full door-to-door service to make your move overseas stress-free.
Do you manage office relocations? We do. Our dedicated Business Removals team specialises in office and commercial moves. We offer full project management, crate hire, IT relocation, and out-of-hours services to ensure minimal disruption to your business.
Packing & Preparation
If I book your packing service, when does it happen? Our professional packing team typically arrives the day before your move to ensure everything is carefully and safely packed. For smaller properties, a same-day pack-and-move might be possible. If you’re moving on your completion day, we strongly recommend packing the day before.
Do you provide guidance if I want to pack myself? Absolutely. We can provide all the professional packing materials you need (like strong double-walled boxes and bubble wrap) and a clear packing guide. We recommend labelling every box clearly and wrapping all fragile items individually.
Do I need to disconnect my appliances? Yes, please. All appliances like washing machines and dishwashers must be safely disconnected, drained, and ready to move before our team arrives. If you need help with this, our Handyman service can be booked in advance.
What should I do with my passport, jewellery, and important documents? For your complete peace of mind, we recommend that you keep all personal documents, jewellery, and other small, high-value items with you and transport them yourself.
On Moving Day
What happens if I get delayed getting the keys to my new home? This is a common worry, and our team will wait with you if your key release is delayed. However, please be aware that significant waiting time may be chargeable. We recommend aiming for the earliest possible key release with your solicitor. We also offer a late key waiver, which we highly recommend taking.
What happens if completion to my new home fails?
This situation is very rare, however if it does happen, we can keep your items securely on the vehicles in the hope that completion can take place the following day. If that is not possible, we can move everything into storage until you are ready for delivery.
Do I need to arrange parking for the van? Yes, this is very important. Clients are responsible for arranging legal, safe parking (or suspending a bay) at both addresses. Any parking fines incurred will unfortunately have to be added to your final invoice. We are happy to advise on how to do this with your local council.
Do I need to be present during the move? It’s always best if you or a trusted representative can be present to confirm which items are going, guide the team at the new property, and answer any questions. If this isn’t possible, please ensure you are easily reachable by phone.
What happens if an item is damaged? In the very rare event that an item is damaged, please inform the team leader immediately. Please also contact our office within 48 hours so we can begin our claims process, as outlined in our terms and conditions.
Are your vans equipped to protect my furniture? Yes. All our vehicles are fully equipped with high-quality padded blankets, straps, and protective materials to ensure all your belongings are kept safe and secure during transit.
Am I allowed to travel in the van with the team? Unfortunately, we cannot carry passengers or pets in our vehicles due to insurance and safety regulations.
Quotations & Insurance
Do you visit my property to provide a quote? For larger or more complex moves, we prefer to arrange an in-person survey with one of our trained surveyors. We also offer highly accurate and convenient virtual surveys via video call.
Why do you need photographs or a video for a quote? Photos or a video call help our surveyors accurately assess the volume of your belongings, check the access at the property, and identify any fragile items or specialist requirements. This ensures we plan the correct team and vehicle size and provide you with a precise, fixed-price quote.
What insurance cover is included? We include limited liability cover as standard with every move. We also offer options to increase this cover if you need to. Your move coordinator will be happy to guide you through the available insurance options.
How do I pay? For hourly-rate services, payment is typically taken by card. For fixed-price moves, payment can be made by card or a bank transfer.
Is a tip for the moving team expected? Tips are never expected, but our crews are always very grateful if you feel they’ve done a great job.
Storage
Why is Gentleman and a Van the best value storage in South West London?
We combine competitive rates with a professional all-in-one service. Unlike DIY storage, our removals team collects, packs, and transports your items, saving you time, hassle, and the cost of a separate van. This integrated approach, plus our highly secure facilities, ensures you get a premium service for an unbeatable price, which is normally around 40% less than comparable self storage in South West London.
What is your storage like? We use secure, industry-standard storage containers, purpose-built for safely storing household goods. We can load and seal the containers at your home, or you can use our secure self-storage units.
How do I know my belongings are safe in storage? Our dedicated storage facility is modern, clean, and highly secure. It’s protected by 24/7 CCTV, intruder alarms, controlled access, and full fire-suppression systems. Your container or unit remains sealed and secure until you request access.
Are my belongings insured while in storage? Yes. We offer comprehensive storage insurance based on the declared value of your goods. Your move coordinator can help you get this set up.
How much can a storage container hold?
A container will typically take the contents of a small room, such as a double bed with mattress, a chest of drawers, a small wardrobe, a desk with a chair and a selection of boxes or suitcases.
How many containers do I need?
Our surveyors will assess the volume of your goods to ensure the correct number of containers.
How do I pay for storage? Storage is billed monthly in advance on the first of the month and can be paid by Direct Debit, card, or BACS. If you move out part-way through a month, we will refund any unused days.
Can I store anything in your containers? Our storage is perfect for standard household items. For safety and legal reasons, we cannot store hazardous or flammable goods, perishable food, or any illegal items. We can, arrange for a secure loose-storage area for oversized items that don’t fit in a container.
Can I access my belongings while they are in storage? Yes. We require five working days of notice, although in quieter periods this can be reduced to at least forty eight hours. We will place your container in our secure viewing area for you.
Can your company provide assistance if we need it when we access our contents?
Yes we can. Speak to your move coordinator about the number of crew required and the best price.
Do you create an inventory of my items? Yes, for containerised storage, every container receives a detailed inventory as it is loaded. You can receive a copy on request.