UK-based support

How MoveLane support works

Who answers, when, where AI is used, how escalation to a person happens, and what response times to expect.

Who you reach

Support is provided by the MoveLane team in the UK, by in-app chat or email, every working day. There is no offshore call centre and no premium-rate number.

Questions about a specific property are routed to the estate agent marketing it, because only they can confirm availability, price changes and viewing times.

Where AI is used

First-line chat is answered by Lane, our AI assistant, which handles common questions about searching, accounts, listings and billing. Lane is clearly identified as an AI assistant — we do not present it as a human.

Every conversation is logged and reviewable by our team, and you can ask to be passed to a person at any point. Anything involving billing disputes, account deletion, verification decisions or complaints is handled by a person.

Response times

Chat replies from Lane are immediate. Where a conversation is escalated, or you email us, we aim to reply within one working day. Formal complaints follow the timescales set out in our complaints procedure.

Evidence you can expect to see

The support chat labels Lane as an AI assistant and offers escalation to a person.
Your own conversation history, kept on your support thread so nothing is lost between replies.
UK contact details published on our contact page, with no premium-rate numbers.
Our written complaints procedure, with named stages and timescales.

What this does not claim

We cannot answer for an agency: viewing slots, offers, tenancy terms and property specifics are theirs to confirm.
Response targets are aims, not a contractual service-level agreement.
AI answers can be wrong. Anything important — billing, legal or verification — should be confirmed with the team.

This article is maintained by MoveLane to answer common security, privacy and billing questions. It is not an independent certification, audit or legal advice.