Q. What does “financial completion” mean?

A. This is the time and date you have completed the sale of your current property (when the money has gone in the bank and the new owners have bought it) and / or the time and date you have completed the purchase of your new property (when your money has actually gone in the bank and you have actually bought the new property). It is possible and common that both the sale and purchase financial completions are on the same day. Keys will not be released until you have financially completed i.e. paid for the property.

Q. How much notice do I need to give you to book my move?

A. New Horizons availability is a “moving picture” and changes with each booking. Once you know your dates, call the office and New Horizons can advise you of the current availability. The majority of moves are accommodated and it is good practice to avoid peak dates such as Fridays, dates at the end of each month and dates around public holidays where there is a considerable higher demand.

Q. When and how do I pay for my move?

A. Payment is made at the time of booking i.e. cheque payment sent with acceptance form. New Horizons currently does not accept debit or credit cards but does accept cheques and BACS payments.

Q. Are there any items you don’t move?

A. We do not move pets, livestock, chemicals that are harmful to health, items requiring specialist lifting equipment, the very large “concert” sized grand piano and items as detailed in our Terms and Conditions.

Q. Do you pack on the move day or before?

A. Depends on how long your move has been scheduled in for. If we intend to move you in one day we shall pack on the day of your move. It is often best practice to pack in advance of your move date; this allows the crew more time and avoids rushing the packing activity. New Horizons will clearly advise of the best achievable schedule when we quote you.

Q. Do I need to defrost my fridge/freezer?

A. For storage, the answer is definitely yes and this should be done days in advance of your move to allow the piece to dry out fully prior to going into store. This is to avoid moisture building up inside and causing mildew. On direct moves it is easier if you use up the contents and defrost the contents prior to the move. The full answer is it depends how long the journey is and how long the move is planned for, in any event the weight of the fridge/freezer will need to be reduced to enable safe handling by the New Horizons team and the contents protected from damage by packing up some, if not all, of the contents. Following transit, fridges and freezers will need a period of time to stand so that the gases are settled prior to use. Please check with manufacturers recommendations on how long to leave the appliance to stand.

Q. Will New Horizons disconnect and reconnect my kitchen appliances?

A. Unfortunately, New Horizons are not qualified and therefore not insured to carryout this kind of activity. We recommend that the customer organise this in advance of the move so that if you encounter ceased stopcocks or corroded pipes etc you can resolve it in good time. The move day is not the day to find out there is a problem with plumbing or electrics.

Q. Are you a member of the Guild of Removers or the B.A.R?

A. New Horizons are a close knit team and prides themselves on their own high standards and at this time do not feel they need to be a member of the Guild or the B.A.R.

Q. Can you move single items?

A. Yes, New Horizons will move as little or as much as you like on a dedicated trip basis. Please note we do not carry out moves on a groupage or part-load basis.

Q. How do I book in my date(s) for moving?

A. First of all phone the office and advise of the date you would like. The office will check the dates and make reservation, you then must return the acceptance form along with payment. You move is only deemed as definite and booked in once the acceptance form has arrived in the post, duly completed, along with payment. For short notice moves, under a week, you can scan and email the acceptance form back or hand deliver it. Payment on short notice moves can be made by cash or BACS, a cheque can be accepted for moves with 6 or 7 days notice.

Q. Can I gain access to my items whilst in store?

A. Yes, but we need plenty of notice to schedule a day and time in the diary. Please note a charge applies for this service.

Q. What time will your crew arrive to start the move?

A. A Confirmation of Removal letter is sent to you a week before your move detailing this information. If a move is booked short notice we will tell you over the phone.