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A loaded van and an unopened front door are a difficult combination. If your keys are delayed on moving day, the most useful next step is to establish what is confirmed, who can authorise access and what your moving team can realistically do next.
This guide helps you prepare for a late key handover in London and respond if it happens. It covers practical arrangements for buyers and renters, without assuming that waiting, storage or a second delivery is included in your booking.
Separate your moving slot from your key handover
A booked arrival time for the van is not confirmation that the new property will be ready. Before the move, write down three separate arrangements: when loading starts, when you must leave the old property and when access to the new property is confirmed.
For a purchase, ask your conveyancer about completion and the estate agent or seller about collecting the keys. GOV.UK’s guide to transferring ownership explains the completion process. Use the people handling your transaction for updates rather than treating a general timeline as a guaranteed handover hour.
For a rental move, confirm the appointment, collection address and responsible contact with the letting agent or landlord. Ask whether building fobs, gate access and lift arrangements are included in the handover. Having the flat key may not resolve every access issue.
Ask your mover about delays before booking
Explain any uncertainty about the keys when you request a quote. Ask for the delay arrangements in writing, including:
- Whether waiting time is chargeable and when it begins.
- How extra time is calculated and authorised.
- Whether the team has a latest finishing time or another booking.
- What options might be available if delivery cannot happen that day.
- How rescheduling, extra journeys or storage would be quoted.
Do not assume that a fixed-price move includes unlimited waiting or that an hourly booking can run indefinitely. Keep the answers with your booking details. Our man and van quote comparison guide helps you check the scope of the service.
If the keys are late, share one clear update
Contact the person responsible for the handover first. Ask what is outstanding, whether there is a confirmed next step and when you should expect another update. If there is no reliable time yet, say that clearly to your mover.
Give the moving team a brief factual message: “Access is not confirmed. The agent will update me at 1 pm. Loading is complete, and I will call you straight after that update.” Replace those details with your actual situation. An agreed update time is more useful than repeatedly promising that the keys will arrive in a few minutes.
Choose one person in your household to coordinate the calls. Keep a short note of updates, additional charges discussed and any revised instructions. If the issue concerns your property contract, ask your conveyancer or letting agent to address it; your mover can discuss the transport arrangements.
Recheck London building access as the day changes
A delayed arrival can affect a reserved lift slot, concierge availability or loading access. Contact the building manager promptly if your original slot is slipping. Ask whether a later arrival is possible and whether a named person needs to meet the team.
Check any time-limited loading arrangements with the relevant council or building manager. A space arranged for the morning should not be assumed to remain available later. Tell your driver about any revised instructions before the vehicle heads to the destination.
Do not arrange for belongings to be left in a shared hallway, on the pavement or with an unconfirmed neighbour as a quick substitute for access. Agree a suitable destination and receiving person before unloading begins.
Compare the available backup options
Ask the mover which options are actually available: waiting for a defined period, changing the delivery time, returning on another day or delivering to an agreed storage facility. Availability depends on the team, vehicle and facility; none should be treated as automatic.
For each option, clarify the total additional cost, where your belongings will be, who will receive them and when the next handover can happen. Before redirecting the van to storage, confirm the booking, opening hours, unit access and unloading arrangements. Our London storage-moving checklist covers the details to check.
Keep your phone, charger, identification, essential paperwork and overnight items with you. If there are children or pets in your household, arrange their waiting place separately from the vehicle and furniture plan.
Once access is confirmed
Tell the mover who has the keys and who is at the property. Confirm the correct entrance, flat number and unloading route. If practical, check that the supplied keys and fobs work before asking the team to begin carrying items from the van.
Agree which rooms or essential items need attention first if the available unloading time has shortened. Keep any revised instructions simple and confirm them with the person leading the move.
Plan your move with JP Man & Van
Contact JP Man & Van or call 07925405549 with your addresses, inventory and expected access arrangements. Mention any uncertainty about key collection so you can discuss the proposed moving schedule and delay arrangements before booking.