Frequently asked questions
Scheduling & Availability
Do you operate at weekends or on Public Holidays?
Yes — Ward-Thomas operates seven days a week, including weekends and Public Holidays. Our full service is available every day except Christmas Day, Boxing Day, and New Year’s Day. Weekend and holiday moves may follow a different rate structure, and we recommend early booking for all holiday periods.
Do you offer services outside of standard business hours?
Yes — We can carry out evening moves. If you need to move outside normal business hours, our team can accommodate this, and your move coordinator will confirm any adjusted rates.
How far in advance should I book my move?
We recommend booking at least one week in advance to secure your preferred date. The final week of each month is our busiest period, so early scheduling is essential at that time.
What time will the moving team arrive?
Ward-Thomas teams usually start at 8:00 a.m., with afternoon slots typically beginning at 12:00 or 1:00 p.m. Your exact start time will be clearly stated in your move plan. If you need a specific start time, you will be able to agree this with your move coordinator
Our Services & Capabilities
Can you move specialist items like pianos or fine art?
Yes — Ward-Thomas specialises in moving high-value and delicate items, including pianos, fine art, and antiques. Upright pianos can be moved between ground floors or via suitable lifts, and for grand pianos or complex access, we partner with vetted, expert specialists.
What happens if a large item, like a sofa, won’t fit through the door?
Our crews are expert problem-solvers and trained in advanced access solutions. We can remove and refit sash windows or arrange a furniture hoist when external access and parking allow. For tricky access, we provide a portable hoist which can be built on site.
Can you assist with furniture disassembly and reassembly?
Yes — our trained teams can disassemble and reassemble most standard furniture. Please advise your move coordinator of any items requiring this service during quotation.
Can you arrange for the disposal of unwanted furniture?
Yes — Ward-Thomas is a registered waste carrier. We can responsibly recycle or dispose of unwanted furniture, or deliver items to a charity of your choice.
Do you offer services other than removals?
Yes — Storage is a core offering for Ward Thomas, and we also provide a complete suite of property services, including professional Handyman and Cleaning services. These can be booked independently or alongside your move.
Why are Ward-Thomas known as London’s most trusted removals company?
Ward-Thomas is widely regarded as London’s most trusted removals company because we employ full-time, professionally trained, security-cleared crews and specialise in handling valuable, fragile, and high-end items. As long-standing members of the British Association of Removers (BAR), we meet the highest industry standards. Thousands of clients rate us five stars —See our TrustPilot and Google reviews.
Do you handle international relocations?
Yes — Ward-Thomas has a specialist International Removals department managing moves to Europe and worldwide, including export packing, customs support, and full door-to-door services.
Do you manage office relocations?
Yes — our Business Removals team specialises in office and commercial relocations. We offer full project management, crate hire, IT relocation support, and out-of-hours moves to minimise business disruption.
Packing & Preparation
If I book your packing service, when does it take place?
Our professional packers typically arrive the day before your move to prepare everything carefully. For smaller properties, a same-day pack-and-move may be possible. For completion-day moves, we strongly recommend packing the day before.
Do you provide guidance if I choose to pack myself?
Yes — we provide professional packing materials and a clear packing guide. We recommend using strong double-walled boxes, labelling them clearly, and wrapping all fragile items individually. Take a look at our wide range of packing materials – Click here.
Do I need to disconnect my appliances?
Yes — all appliances must be safely disconnected, drained, and ready before our team arrives. If required, our Handyman service can be booked in advance to assist.
What should I do with personal documents and valuables?
We recommend keeping passports, jewellery, important documents, and other small valuables with you personally and transporting them yourself for complete peace of mind.
On Moving Day
What happens if I am delayed in getting the keys to my new property?
Your Ward-Thomas team will wait if key release is delayed, but waiting time is chargeable. To avoid extra fees, you can add our optional Late Key Waiver.
Do I need to arrange parking?
Yes — clients must arrange legal, safe parking or apply for parking suspensions at both addresses. Any fines incurred will be added to your final invoice. We can advise on this and may be able to arrange parking on your behalf.
Do I need to be present during the move?
We recommend that you or a representative be present to confirm instructions and answer questions. If that isn’t possible, please ensure you are reachable by phone.
What happens if an item is damaged?
In the rare event of damage, please inform the team leader immediately and contact our office within 48 hours so we can begin our claims process, as outlined in our terms.
Are your vehicles equipped to protect my furniture?
Yes — all Ward-Thomas vehicles carry high-quality padded blankets, straps, and protective materials to ensure your belongings travel safely.
Am I able to travel in the van?
Unfortunately, we cannot carry passengers or pets in our vehicles for insurance and safety reasons.
Quotations & Insurance
Do you visit my property to provide a quote?
Yes — for larger or more complex moves, we arrange an in-person survey from a trained surveyor. We also offer accurate virtual surveys via video call.
Why do you require photographs or a video for a quote?
Photos or videos help our surveyors assess volume, access, fragile items, and specialist requirements so we can plan the correct resources and produce an accurate quote.
What insurance cover is included?
We include limited liability cover as standard, with the option to increase cover if needed. Your move coordinator can guide you through available insurance options.
How do I pay?
For hourly-rate services, payment is taken by card. For fixed-price moves, payment can be made by card or bank transfer. Corporate clients may apply for an invoicing facility.
Is a gratuity for the team expected?
Tips are not expected but are always appreciated by our crews.
Storage
What does a storage container look like?
Ward-Thomas uses secure, industry-standard wooden storage containers purpose-built for safe household storage. Each container is loaded and sealed at your home, then transported with minimal handling.
How do I know my belongings are safe in storage?
Our dedicated facility is modern, clean, and highly secure, with 24/7 CCTV, intruder alarms, controlled access, and full fire-suppression systems. Your container remains sealed until you request access.
Are my belongings insured while in storage?
Yes — comprehensive storage insurance is available based on the declared value of your goods. Your move coordinator will help you set this up.
How much can a storage container hold?
Each container holds approximately 250 cubic feet (7 cubic metres). Our surveyors will assess your volume to ensure the correct number of containers is reserved.
How do I pay for storage?
Storage is billed monthly in advance and can be paid by Direct Debit, card, or BACS. If you move out early, we refund unused days.
Can I store anything in your containers?
Our containers are suitable for standard household items. We cannot store hazardous or flammable goods, perishable food, or illegal items. Oversized pieces can be kept in our secure loose-storage area.
Can I access my belongings while they are in storage?
Yes — simply give us at least 5 working days notice’ notice so we can retrieve your sealed container and place it in our secure viewing area. During quieter periods we may be able to reduce this notice period!
Do you create an inventory of my items?
Yes — every container receives a detailed inventory as it is loaded. You receive a copy, and the container is sealed with a unique security tag that remains intact until unsealed in your presence.