EN 14873-2:2005

Furniture removal activities - Storage of furniture and personal effects for private individuals - Part 2: Provision of the service

This European Standard specifies service activities designed to ensure a customer oriented service for the storage of furniture and personal effects for private individuals. Part 1 specifies minimum requirements for the provision of storage facilities, and is applicable to all forms of such storage, whatever the means of containment employed.

Umzugsdienste - Lagerung von Möbeln und persönlichen Gegenständen für Privatpersonen - Teil 2: Bereitstellung der Dienstleistung

Activités de déménagement - Entreposage des meubles et objets mobiliers de particuliers - Partie 2: Mise en oeuvre du service

Le présent projet de Norme européenne spécifie les prestations mises en oeuvre pour garantir un service orienté vers le client en matière d'entreposage de meubles et objets mobiliers de particuliers. La Partie 1 spécifie les exigences minimales relatives au service d'entreposage et s'applique à toutes les formes d'entreposage, quels que soient les moyens de conditionnement utilisés.

Selitvene storitve – Skladiščenje pohištva in osebnih predmetov – 2. del: Navodila za ureditev podjetja s selitveno storitvijo

General Information

• Status: Published
• Publication Date: 07-Jun-2005
• Withdrawal Date: 30-Dec-2005
• ICS: 03.080.30 - Services for consumers
• Technical Committee: CEN/TC 320 - Transport - Logistics and services
• Drafting Committee: CEN/TC 320/WG 4 - Furniture Removal Activities
• Current Stage: 9093 - Decision to confirm - Review Enquiry
• Start Date: 26-Jan-2022
• Completion Date: 14-Apr-2025
• Ref Project: SIST EN 14873-2:2005 - Furniture removal activities - Storage of furniture and personal effects for private individuals - Part 2: Provision of the service

Overview

EN 14873-2:2005 is a European Standard developed by CEN focusing on the provision of service in furniture removal activities, specifically the storage of furniture and personal effects for private individuals. It complements Part 1 of the standard, which addresses the minimum requirements for storage facilities, by detailing service delivery aspects to ensure a customer-oriented approach throughout the storage process.

This standard applies to all types of furniture and personal effects storage services, regardless of storage methods or containment means. It provides a framework to harmonize service quality, enhance transparency for customers, and promote fair competition across European markets.

Key Topics

• Customer-oriented service delivery: The standard outlines essential phases for delivering a high-quality storage service, including preliminary information, service provision, and after-sales.
• Information transparency before service delivery: Service providers must furnish clear and comprehensive information about the types of storage available, technical procedures, ancillary services, costs, terms and conditions, liability, and complaint handling procedures.
• Written service agreements: EN 14873-2:2005 mandates detailed, signed agreements specifying service terms, storage conditions, liability limits, insurance options, access rights, charges, and value declaration of stored items.
• Human resources and technical skills: Service provider representatives who engage with customers must be well-trained, knowledgeable, and capable of establishing trust through technical competence and customer care.
• Receipt and release of stored items: The standard specifies issuing detailed receipts and release notes with inventories, dates, and identification of items, emphasizing mutual confirmation of conditions at receipt and delivery.
• Quality policy and management: The document promotes formal quality policies, including control of service delivery, maintenance and communication of quality standards, use of subcontractors, training, and corrective actions.
• Complaints and dispute resolution: It highlights procedures for monitoring feedback, responding effectively to complaints, and resolving disputes to enhance customer satisfaction.

Applications

EN 14873-2:2005 is applicable for businesses and service providers engaged in furniture removal and storage for private individuals, including:

• Professional moving and storage companies seeking to standardize storage service quality.
• Consumer protection agencies referencing minimum service levels in complaint assessment.
• Quality assurance management teams developing training and operational procedures aligned with European standards.
• Contract specialists ensuring service agreements meet transparent and comprehensive information requirements.
• Logistics operators coordinating storage phases with customer service to improve overall experience.

This standard supports providers in delivering reliable, consistent, and customer-focused storage services, essential for building consumer confidence and fostering cross-border service interoperability within the European Single Market.

Related Standards

• EN 14873-1:2005 - Furniture removal activities - Storage of furniture and personal effects for private individuals - Part 1: Specification for the storage facility and related storage provision.
• EN 12522-1 - Furniture removal activities - Furniture removal for private individuals - Part 1: Service specification.
• EN 12522-2 - Furniture removal activities - Furniture removal for private individuals - Part 2: Provision of service.

These related standards together form a cohesive framework ensuring consistent quality and service standards across furniture removal and storage activities catering to private consumers.

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Keywords: EN 14873-2, furniture storage service, furniture removal activities, customer-oriented service, furniture storage standards, private individuals, CEN standards, service agreement, quality policy, storage receipt and release, European furniture storage regulations.

Standards Content (Sample)

SLOVENSKI STANDARD
01-november-2005
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]DXUHGLWHYSRGMHWMDVVHOLWYHQRVWRULWYLMR
Furniture removal activities - Storage of furniture and personal effects for private
individuals - Part 2: Provision of the service
Umzugsdienste - Lagerung von Möbeln und persönlichen Gegenständen für
Privatpersonen - Teil 2: Bereitstellung der Dienstleistung
Activités de déménagement - Entreposage des meubles et objets mobiliers de
particuliers - Partie 2: Mise en oeuvre du service
Ta slovenski standard je istoveten z: EN 14873-2:2005
ICS:
03.080.30 Storitve za potrošnike Services for consumers
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD
EN 14873-2
NORME EUROPÉENNE
EUROPÄISCHE NORM
June 2005
ICS 03.080.30
English version
Furniture removal activities - Storage of furniture and personal
effects for private individuals - Part 2: Provision of the service
Activités de déménagement - Entreposage des meubles et Umzugsdienste - Lagerung von Möbeln und persönlichen
objets mobiliers de particuliers - Partie 2 : Mise en oeuvre Gegenständen für Privatpersonen - Teil 2: Bereitstellung
du service der Dienstleistung
This European Standard was approved by CEN on 4 May 2005.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the Central Secretariat or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official
versions.
CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,
Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36  B-1050 Brussels
© 2005 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 14873-2:2005: E
worldwide for CEN national Members.

Contents page
Foreword. 4
Introduction . 5
1 Scope. 6
2 Normative references. 6
3 Delivery of a customer oriented service.6
3.1 General . 6

3.2 Information prior to commencement of service. 6
3.2.1 Preliminary information . 6
3.2.2 Further information . 7
3.2.3 Elements of the agreement. 7
3.2.4 Human resources . 8
3.2.5 Technical skills. 8
3.3 Receipt and release of stored Items (minimum provision) . 8
3.3.1 Action at receipt of items for storage (does not apply to self storage). 8
3.3.2 Action at release of stored items (does not apply to self storage). 8
3.3.3 Human resources (does not apply to self storage). 9
3.3.4 Technical means. 9
3.4 After sales service. 9
3.4.1 Monitoring. 9
3.4.2 Response to feedback. 9
3.4.3 Resolution of dispute. 9
4 The formal quality policy . 10
4.1 Establishing the quality policy . 10
4.2 Maintenance of the quality policy . 10
4.3 Communication of the quality policy . 10
5 Conducting, controlling and reviewing quality policy responsibilities. 10
6 Quality manual. 10
6.1 General . 10
6.1.1 Purchasing. 10
6.1.2 Personnel . 10
6.1.3 Mechanical or electrical equipment . 11
6.1.4 Incidents/accidents . 11
6.1.5 Quality control . 11
6.2 Control of quality-related documents . 11
6.3 Subcontractors. 12
6.4 Elimination of non-standard service. 12
6.5 Corrective action . 12
6.6 Training . 12

Foreword
This document (EN 14873-2:2005) has been prepared by Technical Committee CEN/TC 320
“Transport -Logistics and services”, the secretariat of which is held by DS.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by December 2005, and conflicting national standards
shall be withdrawn at the latest by December 2005.
This document has been prepared by CEN/TC 320/WG 4 "Furniture removals activities" as the
second part of a two part draft European Standard and has been submitted to CEN Technical
Committee CEN/TC 320 “Transport - Logistics and Services" for approval as a draft for CEN Formal
Vote.
No existing European Standard will be superseded by the eventual publication of this standard.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia,
Spain, Sweden, Switzerland and United Kingdom.
Introduction
This European Standard is the second part of a two-part standard, intended to establish a minimum
level of service and performance, in enterprises dealing with the storage of furniture and personal
effects, for private individuals. Together with Part 1 and EN 12522-1 and EN 12522-2 Furniture
removal activities- Furniture removal for private individuals, it forms a suite of European Standards
developed to ensure that appropriate, minimum, standard of services and facilities for the removal and
storage of household furniture and effects for private individuals are available on an equal basis,
across the European Community.
Within each activity, it has been necessary to make a distinction between the "service" on the one
hand, and the "provision of the service" on the other:
 the service: all the services agreed upon between the service provider and the customer within
the framework of the contract; include characteristics which allow this said service to be
assessed;
 provision of the service: all the factors employed by the service provider which include the
personnel, the equipment, the organization and the budget with a view to carrying out the service.
The systems of reference constitute a beneficial means of achieving the following objectives:
 create a dialogue with the consumers which is favourable to the profession;
 permit customers to identify and compare the services offered by companies in order to benefit
from the positive spin-off of fair competition in an open market;
 protect customers against provision of services, the characteristics of which may not be in
compliance with the standards;
 allow the professionals of the trade to conduct their activity with the aid of technical specifications
that are clearly defined by a common understanding;
 finally, as regards the single market, to allow the activity to position itself efficiently in order to
meet the needs of the European customer by having at its disposal, in particular, harmonized
general conditions of contract.
1 Scope
This European Standard specifies service activities designed to ensure a customer oriented service
for the storage of furniture and personal effects for private individuals. Part 1 specifies minimum
requirements for the provision of storage facilities, and is applicable to all forms of such storage,
whatever the means of containment employed.
2 Normative references
The following referenced documents are indispensable for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
EN 12522-1, Furniture removal activities — Furniture removal for private individuals — Part 1: Service
specification
EN 12522-2, Furniture removal activities — Furniture removal for private individuals —
Part 2: Provision of service
EN 14873–1:2005, Furniture removal activities — Storage of furniture and personal effects for private
individuals — Part 1: Specification for the storage facility and related storage provision
3 Delivery of a customer oriented service
3.1 General
The operation of the quantitative and qualitative elements necessary for the provision of a generally
acceptable, customer oriented furniture storage service requires the timely delivery of accurate and
relevant information and the application of human and technical skills and means, at each of the
following three phases of the delivery of the service:
1) Preparation/ presentation of preliminary information.
2) Provision of the service.
3) After sales service.
The administrative, commercial and operational personnel involved in each of these three phases
shall be familiar with the provisions of EN 12522-1 and EN 12522-2 and with the requirements that
stem from their implementation (does not apply to self storage).
3.2 Information prior to commencement of service
3.2.1 Preliminary information
At initial enquiry the service provider shall provide the following information, as a minimum.
 Information concerning types of storage available and technical procedures adopted.
 Details of any ancillary services offered.
3.2.2 Further information
Offer of service shall be in written for
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