The form is in the customer's email, somewhere
When the booking is confirmed, the customer gets an email with the terms and conditions, a valuation or declaration form for their goods, and a questionnaire about access and parking. They mean to fill it in. They are also dealing with the solicitor, the utilities and a house full of boxes.
Move day arrives and the forms have not come back. The crew leader has a paper copy to sign in the hallway, the customer signs without reading, and the office is left hoping that if anything goes wrong, the paperwork is good enough.
Why the forms do not come back
Customers are not refusing. The forms are hard work: a PDF to print, a declaration that asks for figures they have never thought about, and no reminder until the office remembers to call.
- Forms are sent as attachments that need printing or special software.
- There is no single place showing which customers have returned what.
- Reminders are manual and stop in busy weeks.
- The crew has no way of knowing what is outstanding until they arrive.
What missing forms cost you
The main risk sits with any later dispute. If a claim is made and the terms or the declaration were never properly accepted, your position is weaker than it should be. What that means for you is a question for your insurer and advisers, and we give no view on it, but having the signed forms on file before the move is plainly better than not.
There are practical costs too. Access questions left unanswered mean crews discover the narrow stairs or the parking restriction on the day.
How we build a pre-move pack customers actually finish
- When a booking is confirmed, the customer receives a link to a short online pack: your terms to accept, your declaration or valuation form in the wording you and your insurer use, and the access questions.
- Each part can be completed on a phone in a few minutes. Terms are accepted with a recorded signature, date and time.
- The pack is tied to the booking, so the office sees a status for each move: complete, partly done or not started.
- Reminders go out on a schedule you set, and escalate to a task for the office if the move is close and the pack is still incomplete.
- Access answers flow onto the survey record and the crew sheet, so they are seen by the people who need them.
- Completed packs are saved as PDFs against the job, ready to retrieve if anything is queried later.
| Document | Where it ends up |
|---|---|
| Terms acceptance | Signed record on the booking |
| Declaration or valuation form | Saved with the job, visible to the office |
| Access questionnaire | Crew sheet and survey record |
| Special instructions | Crew sheet |
The wording on each form is yours. We build the process that gets it filled in; we do not draft terms or advise on cover.
What move day looks like after
The crew sheet shows that the pack is complete, with the access answers and special instructions on it. There is nothing to sign in the hallway except the job completion. If a question comes up months later, the signed documents are one click away from the job.
Are your forms coming back?
- Terms and declarations are signed on the morning of the move.
- You cannot quickly see which customers have returned their forms.
- Access questionnaires are often never returned.
- Signed paper forms are filed in a box and hard to find.
- Crews discover access problems on the day.