What to ask a piano moving company before you book: five questions

Before you confirm a piano move, five practical questions make the difference between a smooth job and a frustrating one. The questions are: does the price cover every access charge at both addresses, what does the company need from you right now to plan the move accurately, what time will the crew arrive and how long should you allow, what written confirmation will you receive, and what happens if the date changes or the access turns out different from what was described. Clear answers to all five mean the company has planned your move properly. Uncertainty on any one of them is worth resolving before you pay. For a fixed price on your move, go to book.pianospeed.com and enter your piano type and the access details for both addresses.

Question one: does the price cover all access charges at both addresses?

The number you see in a quote means little if it can be adjusted once the crew arrives. The question is not 'what is the price?' but 'what does the price include, and what would cause it to change?'

Stairs are the most common variable that causes a quote to shift on the day. A ground-floor collection and a first-floor delivery are a different job to two ground-floor addresses, and the difference should be reflected in the price you confirm, not added as a surcharge at the end. Ask the company directly: if there are stairs at the collection address, at the delivery address, or at both, is the stair charge already calculated and included?

Other access variables worth asking about at this stage include long carries from a van parking point to the property door, external steps, and doorways or turns that will need a careful method. These are not surprises a specialist should encounter on arrival. They should be asked about when the booking is taken and priced before you confirm.

At book.pianospeed.com, the form asks for the floor level and lift availability at both addresses. The stair charge calculates automatically before you confirm, so the price you pay is the price you see. Piano moves start from £125.

Question two: what details does the company need from you right now?

A piano move that goes well is one where the crew arrives knowing exactly what to expect. That means the company needs specific information before the day, not a general description.

• The piano type (upright, baby grand, grand, concert grand) and model name or brand if you know it
• The piano finish (polished ebony, satin white, walnut) so the crew brings the right transit covers
• The floor level at the collection address, and whether there is a lift
• The floor level at the delivery address, and whether there is a lift
• The approximate staircase width if there are stairs at either address
• Any doorways or turns that are unusually tight
• Whether there is easy van access to both addresses or whether parking is restricted

If any of this changes between booking and the move date, tell the company as soon as you know. A change of address, a discovered step, or a different floor level from what was described at booking can affect the crew size and the time allocated. The company should confirm an updated price in writing if the access details change materially.

Question three: what time will the crew arrive, and how long should you allow?

A piano move is not a delivery window in the sense of a parcel: 'between 8am and 6pm' is not a useful answer. Ask for an estimated arrival time and a realistic indication of how long the job should take.

Arrival times depend on how the company routes its vehicles. A specialist piano mover runs planned routes, not ad hoc single jobs, so the crew will be starting from a base and may have an earlier job before yours. A morning slot typically means the crew will arrive between 8am and 11am; an afternoon slot might mean noon to 3pm. The company should be able to give you a narrower window than that, and should call or message when they are on their way.

For move duration, the honest range depends on the piano type and the access. A straightforward upright, one floor, good access: an hour is typical. A grand piano requiring leg removal, stairs at both addresses and a careful crawl through a narrow hall: two to three hours is reasonable. If the crew is also assembling the grand at the delivery end, allow additional time. Ask the company what they estimate for your specific job, and give yourself buffer at either end of the day if you have other commitments.

Booking in advance matters here. A specialist piano mover runs planned routes, which means availability on specific dates, particularly around the end of the month when house completions peak, fills up. The available dates for your area show at book.pianospeed.com when you enter the details.

Question four: what written confirmation will I receive?

Verbal reassurance on a date and price is not a booking confirmation. Before the crew arrives, you should have in writing: the confirmed date, the price including all access charges, the collection and delivery addresses, the piano type, and a contact number for the crew or the company on the day.

Ask also whether the company photographs the piano before the move starts. A pre-move condition record protects both parties. It confirms the starting state of the piano, so if a question about damage arises later, both you and the company have a clear factual basis for the conversation. A specialist who takes condition photographs as a matter of routine is managing the job properly.

You should also receive confirmation of the insurance cover. Ask for a brief description of what the policy covers for your instrument and the process for raising a claim if one were needed. A specialist piano mover carries insurance written around the specific risks of the job, not a generic goods-in-transit policy with per-item limits below the value of a good upright.

Question five: what happens if the date changes or the access is different from what was described?

Life changes dates. Ask the company directly: if you need to move the booking, what is the process and is there a cost? A specialist mover will have a clear policy on this. Rescheduling a week in advance is a different ask to rescheduling the morning before, and the company's answer tells you how they run their operation.

Similarly, ask what happens if the crew arrives and finds the access is significantly different from what was described at booking. A larger stair charge, a different crew size, or an extra time allowance may be needed. A company with a clear process handles this by calling you before the job starts and confirming any additional cost in advance, not by presenting a higher invoice at the end of the job.

Changes to scope should be agreed verbally and confirmed in writing where possible. If a company cannot explain clearly how they handle these situations, consider whether their booking process is thorough enough to have asked the right access questions in the first place.

Frequently asked questions

How long before the move should I confirm these details?

At the time of booking, not on the day. A specialist company should be asking about floor level, stairs and lift availability when you call or fill in the online form. If they are not asking, raise these points yourself before you pay.

What if I do not know the exact piano model?

The brand and approximate type (upright versus grand, approximate size if you know it) is enough for most bookings. If you have the piano's serial number, the brand's customer service or a tuner can identify the model from that. For unusual instruments, a photograph sent to the company before the move helps them plan.

Should I empty the piano bench and music stand before the crew arrives?

Yes. Remove everything from the top of the piano, from the music desk and from the piano bench. The crew will wrap and move the piano itself; loose items left on or inside the instrument can shift and cause damage during transit. Sheet music, ornaments, metronomes and anything stored in the piano stool should come out before the crew touches the piano.

What should I have ready on the day?

Clear access to the piano and a clear path to the door. If you are in a flat, let any building concierge or property manager know that a piano move is happening. If there is a lift, check it is large enough for the piano's dimensions and prop the doors if the building allows. PianoSpeed publishes a full pre-move checklist at /blog/piano-moving-day-checklist if you want a step-by-step list to work through.

Is PianoSpeed available throughout London and Surrey?

PianoSpeed covers London, Greater London and Surrey on standard weekly routes. The company also moves pianos across the GB mainland and has a Belfast to England lane. The available dates for your postcode show at book.pianospeed.com when you enter the collection address. For jobs outside the standard weekly area or for longer-distance moves, calling 020 7164 0000 to discuss the route is the quickest way to confirm availability.

How is the price at book.pianospeed.com calculated?

The form asks for the piano type, the collection address, the delivery address, and the floor level and lift availability at both ends. Stair charges are calculated automatically before you confirm. The price you see is the price you pay. Piano moves start from £125. You can also call 020 7164 0000 to go through the details if you prefer.

For a fixed price on your piano move, visit book.pianospeed.com, enter the piano type and access details, and the form gives you the price before you confirm. Stairs are priced in at the time of booking. PianoSpeed is rated 4.9 out of 5 on Trustpilot from 77 reviews, all from real piano moves across London, Surrey and the UK. PianoSpeed London Limited, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Call 020 7164 0000.