What happens if the movers are late?

Immediate Steps When Movers Are Late

If the removals team or man and van service is running behind schedule, the first and most important step is to establish clear communication. Panic rarely helps, but timely information can make all the difference.

• Contact the Provider: Reach out to the removals company directly using the contact details provided in your booking confirmation. A phone call is generally best for urgent matters.
• Request an Estimated Time of Arrival (ETA): Ask for a realistic updated arrival time and inquire about the reason for the delay. This helps manage expectations and allows for subsequent planning.
• Confirm Next Steps: Understand if the delay will affect the overall moving timeline or any other agreed services, such as packing or furniture dismantling.
• Keep Records: Note down the time of your call, who you spoke to, and the details of their explanation and updated ETA. This is good practice for any service-related communication.

Common Reasons for Delays

Removals operations are complex and occasionally, unforeseen circumstances can cause delays. Understanding common reasons can help frame the situation calmly:

• Traffic Congestion: Heavy traffic, especially during peak hours or in city centres, is a frequent cause of delays. Roadworks, accidents, or diversions can also play a part.
• Previous Job Overrunning: If your move is not the first job of the day for the team, the previous client's move might have taken longer than anticipated due to unexpected challenges, larger volumes, or access issues.
• Vehicle Issues: Mechanical breakdowns of the lorry or van, or even a punctured tyre, can cause significant unexpected delays.
• Access Problems: Difficult access at the collection or delivery address, such as narrow roads, parking restrictions, or a long carry from the pavement to the property, can slow down operations.
• Unforeseen Circumstances: Occasionally, severe weather, medical emergencies, or other unavoidable incidents can affect a crew's schedule.

Understanding Your Rights and Options

The terms and conditions of your removals contract are key when a delay occurs. These documents outline the responsibilities of both parties.

• Review Your Contract: Check the agreement for clauses related to delays, compensation, or cancellation policies. Standard industry practice often includes provisions for reasonable delays.
• Consequential Loss: It is important to note that most removals contracts limit liability for "consequential loss" – that is, indirect losses arising from a delay, such as extra charges for late key handover, missed appointments, or additional accommodation costs. While frustrating, claiming for such losses can be challenging. For removal companies, ensuring adequate insurance for a man with a van is a professional best practice, though this typically covers goods in transit, not delays.
• Negotiate Solutions: If the delay is substantial, discuss potential solutions with the removals company. This might include a revised schedule, partial refund for services not fully rendered, or an offer of additional assistance upon arrival.
• Escalate if Necessary: If communication breaks down or the resolution offered is unsatisfactory, consider formal escalation through the company's complaints procedure. Consumer rights may apply depending on the nature of the breach of contract.

Mitigating the Impact of a Delay

While waiting, there are practical steps to minimise disruption:

• Inform Relevant Parties: Notify your estate agent, solicitor, landlord, or the new residents if the delay impacts key collection or access to the property. It is also wise to factor in potential delays when arranging key handover times or scheduling for when should I disconnect utilities.
• Prepare Essentials: Keep a 'first-night box' or essentials bag easily accessible, containing items like important documents, medication, snacks, drinks, toiletries, and chargers.
• Flexible Scheduling: If possible, try to build in some flexibility to your moving day schedule. Booking a removals service as the first job of the day can sometimes reduce the likelihood of inherited delays from previous clients. When planning a move, a comprehensive URemovals Moving Checklist can help prepare for various scenarios, including potential delays.
• Stay Patient and Hydrated: Moving day is taxing enough. A delay can add to the pressure, but maintaining a calm demeanour and keeping yourself and any family members or helpers comfortable is important.

For Removals Professionals: Managing Lateness

Effective management of delays is crucial for maintaining customer trust and professional reputation:

• Proactive Communication: Inform the client as soon as a delay is identified, even if the exact ETA is still being confirmed. Regular updates are appreciated.
• Honesty and Transparency: Provide a clear, honest reason for the delay and a realistic updated arrival time. Avoid vague explanations.
• Offer Solutions: Where possible, suggest compensatory actions or solutions, such as deploying additional staff, working later, or adjusting pricing for the inconvenience.
• Review and Adapt: Analyse the causes of delays to refine scheduling, route planning, and contingency measures for future jobs. This might include adding buffer time between jobs or for long-distance routes.