Completion delays on moving day are more common than most buyers expect. The cause is almost always the same: funds moving slowly through the property chain. Your solicitor sends payment, the seller’s solicitor has to confirm receipt, and the estate agent can only release keys once that confirmation comes through. If the transfer runs late, your van is loaded, your old address is empty, and you cannot get in.
This guide covers why keys run late, who to contact and when, what your removal company can do while you wait, and what happens if the van cannot unload before the end of the day.
Why Keys Can Be Delayed on Completion Day
Completion in England and Wales is triggered when the seller’s solicitor receives your purchase funds and instructs the estate agent to release the keys. That process runs through several stages in sequence:
- Your mortgage lender releases funds to your solicitor
- Your solicitor sends payment via CHAPS (Clearing House Automated Payment System) to the seller’s solicitor
- The seller’s solicitor confirms receipt and authorises the estate agent to release the keys
CHAPS payments are same-day, but they move in batches. If your solicitor sends the payment in a late batch, or if anything higher up the chain holds things up, the confirmation to your estate agent arrives later than planned.
Common causes of a delayed completion:
- Funds held up further up the property chain
- Mortgage lender releasing funds later than expected
- Bank processing delays (CHAPS typically stops accepting same-day transfers around 3pm to 3:30pm)
- A query from the seller’s solicitor before they will confirm receipt
- The seller running over time vacating the property
Why mid-afternoon is the pinch point
In a chain, every completion happens on the same day. Solicitors across the chain are all processing payments at roughly the same time. This creates a bottleneck around midday, and completions most commonly confirm between 12:30pm and 2:30pm. Delays past 3pm are not unusual, and once CHAPS closes for the day, any uncleared funds push completion to the next working day.
Who to Call First When Keys Are Late
If keys have not arrived by the time expected, contact these in order and do not wait until late afternoon to start:
| Step |
Who to call |
What to ask |
| 1 |
Your solicitor |
Have the funds been received by the seller’s solicitor? If not, when do you expect confirmation? |
| 2 |
Your estate agent |
Have they had any instruction to release keys yet? Do they know what is holding things up on the seller’s side? |
| 3 |
Your removal company |
Tell them there is a delay as soon as you know. The sooner they know, the more options they have. |
If anything feels wrong by midday, start checking. Waiting until 4pm before making calls leaves everyone with less room to find a solution.
Why Your Removal Company Needs to Know Quickly
By the time a delay hits, the van is typically loaded and the crew is waiting outside your new address or parked nearby. The longer they wait without a clear update, the fewer practical options remain.
Telling the removal company early means they can:
- Park the vehicle safely and legally while they wait, rather than sitting on a double yellow or blocking access
- Plan for extended waiting time or an adjusted schedule for the rest of the day
- Arrange short-term storage if it becomes clear keys will not arrive in time
- Give the crew clarity on whether overtime will be needed
Leaving the call until the last minute removes all of this flexibility and makes any additional costs harder to avoid.
What Waiting Time May Mean for Your Bill
Most removal companies include a grace period before waiting time charges apply. After that point, extra time costs money. The amount varies by company, so check the contract you were given at the booking stage.
| Delay length |
What typically happens |
| Under 1 hour |
Usually covered within the agreed booking time |
| 1 to 3 hours |
Waiting time charges are likely; van stays nearby |
| Over 3 hours |
Overnight storage becomes the most practical option |
| After CHAPS closes (~3pm to 3:30pm) |
Completion may not confirm until the next working day |
Indicative waiting time fees in the industry run from around £40 to £80 per hour per crew, based on published rates from other UK removal companies. Your actual cost depends on your booking contract. Ask this question at the survey stage, before moving day, so the answer is in writing.
What Happens if the Van Cannot Unload That Day
If completion confirms too late for a safe unload, or CHAPS closes before funds clear, you face an overnight situation. The loaded van cannot remain parked on a street indefinitely. The options at that point are:
Short-term storage
The van returns to the removal company’s depot or storage facility. Your belongings are held securely overnight or for as many days as needed until your new home is accessible.
Redelivery
Once completion is confirmed and you have keys, the removal company brings everything to your new address and the move completes. This is a separate booking arrangement and there will be a cost for the extra journey.
Remaining in the vehicle overnight
Some removal companies can hold goods in the vehicle overnight in a secure location. This depends on the size of the job, vehicle security, and the company’s own policy. Not all companies offer this, and it is not suitable for all loads.
Short-term storage followed by redelivery is the most common resolution and, in most cases, a manageable one. The key is knowing in advance that this option exists and what it costs.
How Albert Miles Handles Storage Between Completion Dates
Albert Miles offers a removal storage service designed for exactly this situation. If completion is delayed overnight or your move-in and move-out dates do not align, your belongings can be held securely and redelivered to your new address when you are ready.
Storage service
When getting a quote for your house removal, raise the delay question during the survey. Useful things to confirm:
- What happens if completion is delayed past close of business?
- Is storage available and how quickly can it be arranged on the day?
- What does redelivery cost and how soon can the team get back to the new address?
Having this confirmed before moving day means the plan is already agreed rather than being worked out under pressure at 4:30pm.
House removal service
What to Keep With You on Moving Day
Whether a delay runs to an hour or a full day, keep these items with you rather than loading them onto the van:
- Phone chargers for everyone in the household
- Any medication needed during the day or overnight
- Important documents: mortgage paperwork, passport, driving licence
- Enough clothing for an overnight stay
- Food, drink, and anything children or pets need
- Your keys to the old address, in case you need to return
- Cash and cards accessible, not packed at the bottom of a box
If you are in a long property chain, booking a refundable hotel room for the night before your move is a reasonable precaution. It costs little to hold and removes one pressure point if keys do not arrive until the following day.
Questions to Ask Your Removal Company Before You Book
Add these to your question list when comparing removal companies or requesting a survey:
- What is your policy if completion is delayed by more than one hour?
- Is a waiting time grace period included, and how long is it?
- What are your waiting time charges after the grace period?
- Do you have storage facilities if the move cannot complete on the booked day?
- What does redelivery cost if we cannot access the new property that day?
- How much notice do you need to arrange emergency storage or rebook the delivery?
A removal company that answers these clearly is better prepared for the reality of moving day. If the answers are not in the written contract, ask for them in writing before you confirm.
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Frequently Asked Questions
Who pays the waiting time charges if my solicitor caused the delay?
Waiting time charges fall on the customer who made the removal booking, not the solicitor. If your solicitor’s error or slow processing caused the delay, you may be able to recover the extra cost from them as a consequential loss, but this depends on your agreement with them and the circumstances. Contact your solicitor after the move if you believe their delay caused additional costs. The removal company cannot be expected to absorb the charge while that is resolved.
Can a removal company leave if keys have not arrived by a certain time?
Yes. A removal company is not obligated to wait indefinitely. Most contracts set a point after which the company is entitled to return to its depot with your belongings if waiting is no longer safe or practical. This is exactly why telling the removal company about a delay early matters. It gives everyone more time to agree a plan rather than reaching that cut-off point unexpectedly.
What if the seller has not moved out by the time keys are released?
If the seller is still in the property when completion confirms, the estate agent cannot hand over the keys until they have vacated. The removal crew cannot enter until you have legal possession. In practice, most sellers vacate before completion confirms, but if this happens your solicitor can apply pressure. The removal crew will wait wherever they can safely park while the situation is resolved.
Does goods-in-transit insurance cover a completion delay?
Goods-in-transit insurance covers your belongings while they are in the vehicle or in storage. It does not pay for the additional costs caused by the delay itself, such as waiting time charges, storage fees, or a hotel stay. Some home-moving insurance policies include completion delay cover as a separate benefit. Check your own policy before moving day.
How long can belongings stay on the van before storage is needed?
This depends on the removal company. Most are willing to hold goods in a secure vehicle overnight if it is unavoidable, but the preference is usually to move items into a storage facility if the delay extends beyond one working day. Ask at the booking stage so the policy is clear before moving day arrives.
How do I reduce the risk of a completion day delay affecting my move?
Ask your solicitor to request a morning completion target and to send the CHAPS payment early in the day. Avoid end-of-month Fridays where possible. These are the busiest days for conveyancing and the most likely to hit the mid-afternoon bottleneck. Have your removal company’s delay policy confirmed in writing before moving day, and keep the number for your solicitor, estate agent, and removal company saved on your phone.
