Frequently Asked Questions
Everything you need to know about moving with Britannia Sandersteads.
01883 741000
info@sandersteads.co.uk
How do I get a quote?
We offer both video surveys and in-home surveys – whichever works best for you. Call us on 01883 741000 (freephone) or 01883 741000 (local) to arrange a time, or contact us through our website. We’ll discuss your moving requirements and provide you with a tailored quote. All our quotes are bespoke – we don’t have fixed prices because every move is different.
How far in advance should I book?
We recommend booking as soon as you have your moving date confirmed. This gives us plenty of time to arrange your survey and prepare for your move. During busy periods, earlier booking ensures we can accommodate your preferred date. Get in touch with our team and they’ll check availability for you.
What areas do you cover?
We’re based in Godstone, Surrey and cover Surrey, South London and the Home Counties. We also operate nationwide and offer international moving services to Europe, Scandinavia, Australia, New Zealand, Canada, USA and other destinations. Whether you’re moving locally or across the world, contact us to discuss your specific requirements.
Do you provide moving insurance?
Yes, we can arrange moving insurance to protect your belongings during transit. Our team will discuss your insurance needs as part of your quote and moving plan. We can advise on the coverage available and arrange a policy that suits you.
What accreditations and certifications do you hold?
We’re a member of the British Association of Removers (BAR) and are UKAS accredited. We also hold BS 8564, BS EN 14873 and BS EN 12522 certifications. We’re registered as a Living Wage Employer and members of the Furniture & Home Improvement Ombudsman scheme. These credentials reflect our commitment to professional standards and customer protection.
Can I change my moving date after booking?
Yes, you can request a date change. Contact us as soon as possible to discuss your new moving date. We’ll do our best to accommodate you, depending on availability. The earlier you let us know, the easier it is for us to reschedule.
Why don't you show prices on your website?
Because every move is genuinely different. The cost depends on factors like the volume of items, access to your properties, distance, timing and the level of service you need. A bespoke quote means you’re not paying for services you don’t need, and you know exactly what you’re paying for. Call us on 01883 741000 and we’ll give you an accurate figure based on your specific move.
What factors affect the price of my move?
Several things impact the cost: the volume and weight of your items, access to your current and new property, distance travelled, timing (peak periods tend to be pricier), whether you need packing services, if you’re storing items, and any specialist handling required. Our survey will assess all these factors, which is why we provide detailed quotes rather than generic prices.
Do you charge hourly or by the job?
We typically charge by the job based on the volume and complexity of your move. This gives you certainty about the total cost. We’ll agree this price during your survey and quotation. If you have specific requirements or want to discuss hourly rates for particular services, ask our team when you get in touch.
Are there any hidden fees?
No. Our quotes are comprehensive and cover all the services we’ve discussed with you. If additional work is needed on the day – for example, if access is more difficult than anticipated – we’ll discuss this with you first before proceeding. We’re upfront about costs because we want you to feel confident about your move.
Do you offer discounts for off-peak moving?
Pricing can vary depending on timing and availability. Our team will discuss your moving date when you request a quote, and they can advise on any flexibility you have. The more flexibility you can offer, the better positioned we are to find you a competitive price.
Do you offer a packing service?
Yes. We can pack some items, all items, or just the fragile stuff – it’s entirely up to you. Our team will discuss what level of packing support you need during your survey. We use quality materials to ensure your belongings are protected, and we can arrange this as part of your overall moving quote.
Can I pack my own items?
Absolutely. Many customers prefer to pack themselves, and we’re happy to work around that. If you’re self-packing, we can give you advice on how to pack properly to protect your items during transit. We can also pack specific items if you’d like – just let us know what you need.
What packing materials do you use?
We use professional-grade packing materials including sturdy boxes, protective wrapping, bubble wrap, tissue paper and specialist packaging for fragile items. We can advise on the best materials for your specific belongings and will source quality packing supplies as part of your move.
How do you handle fragile and valuable items?
Fragile items require specialist packing. We’ll use appropriate materials like bubble wrap, foam corners and custom crating if needed. During your survey, let us know about any particularly valuable or delicate items – artwork, antiques, pianos, electronics – so we can plan the right approach. We can also arrange specialist insurance for high-value items.
Do you offer storage?
Yes. We have over 1,000 secure containers available for both short and long-term storage. Our facility at Quarry Logistics Complex is equipped with CCTV, a Red Care alarm system and benefits from local security patrols. We can store items for a few weeks, months or longer – whatever suits your timeline.
How secure is your storage facility?
Our storage facility is well-protected. We have CCTV coverage, a Red Care alarm system monitored 24/7, and regular security patrols. Your items are stored in individual secure containers, so you have peace of mind knowing your belongings are looked after.
How do I access my items in storage?
We can arrange access during business hours, Monday to Friday 7am-6pm. For weekend or bank holiday access, get in touch and we can arrange this by appointment. If you need regular access during your storage period, let us know when you book and we’ll sort this out for you.
What restrictions apply to storage items?
We can’t store hazardous or flammable materials like paint, petrol or explosives – this is for safety reasons and is standard across the industry. For anything else you’re unsure about, just ask our team. When you drop items off, we’ll go through any restrictions that apply.
Is storage insured?
We recommend arranging insurance for items in storage. We can advise you on options and help arrange a policy that covers your belongings for the duration they’re with us. Ask our team about insurance when you book your storage.
How long do international moves take?
Transit times depend on the destination. European road freight typically takes 1-2 weeks. Sea freight to Australia, New Zealand or the USA takes approximately 6-10 weeks depending on the exact route and any port delays. Air freight is faster but more expensive. We’ll give you a realistic timeline during your quote.
What shipping methods do you offer for international moves?
We offer full container loads, shared containers (groupage) and air freight depending on your needs and budget. Full containers offer more control and often faster service. Shared containers are more economical if you don’t need the full space. We’ll discuss the best option for your move.
Do you handle customs and import requirements?
Yes. We manage the customs documentation and can advise you on import requirements for your destination country. Different countries have different regulations, and we have experience moving to Europe, Scandinavia, Australia, New Zealand and beyond. We’ll guide you through the process and ensure all the paperwork is correct.
Are there restrictions on what I can ship internationally?
Some items are restricted depending on the destination country – for example, certain electrical items, alcohol and fresh food can’t be shipped. We’ll advise you on what can and can’t be transported once we know where you’re moving. Our team has experience with international moves and will keep you informed.
What should I do on moving day?
Make sure the property is accessible – unlock gates, clear parking and remove any obstacles. Our team will arrive at the agreed time with a vehicle and crew. We’ll work through your items systematically, loading the van and checking everything off. Keep important documents, valuables and essentials with you rather than in the van. If you’re moving to storage, we’ll arrange where items go.
What time will you arrive?
We’ll agree a moving date and time during your quote. Our normal working hours are Monday-Friday 7am-6pm. We aim to arrive at your agreed time, though occasionally traffic or earlier jobs can cause slight delays. If we’re running late, we’ll let you know. If you have time constraints, mention this when you book.
How long will the move take?
This depends on the volume of items, access to your property, packing required and distance to your new location. We’ll give you an estimate during your survey and quote. Our team works efficiently to keep disruption to a minimum, but we never rush the job – everything is loaded carefully to protect your belongings.
What if something goes wrong on moving day?
Our team is trained to handle most situations and will work to solve any issues. If something unexpected happens – like a problem with access or weather – we’ll discuss it with you and find a solution. If you have concerns about anything during your move, speak to the crew or call our office on 01883 741000.
Do I need to visit the depot?
Depending on your moving arrangements, you might need to visit our facility. If you do, please note that we require appropriate PPE – safety boots and hi-vis clothing – for health and safety reasons. We’ll let you know if a visit is needed and can advise you on what to bring.
Still Have Questions?
Get in touch with us and ask away!
01883 741000
info@sandersteads.co.uk
Mon-Fri 7:30am – 5:30pm
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