When it comes to relocation for work, there is a considerable list of administrative tasks and hoops to jump through. Whether or not those hoops are on fire depends entirely on the country you're moving to and how much paperwork is required. Every country is different, so having a strong (and compassionate) relocation partner is critical.
Most organizations partner with companies who specialize in relocating expats. As is true with any other field, those companies vary in terms of the services provided and the skill of the person assigned to oversee your relocation. Over the years, we've been blessed with some truly wonderful partners, but we've also experienced the other side of the spectrum. The stress that it added to our process was at times almost overwhelming, and we've learned to insist on a certain level of service. There are some things that we're willing to compromise on, but we have also had to stand up for ourselves and refuse to allow a bad partner to make the relocation process more difficult than it needs to be.
When we first relocated to Switzerland, the relocation partner assigned to us was horrible. She made it clear that she resented having to "babysit entitled expats" (her words) and refused to do some of the basic tasks that were outlined in the relocation assistance package. For example, when she took me to register for my visa, she refused to transport me back to the temporary housing. Instead, she told me that I wasn't far from a train station and I could "figure it out." I'd been in country 1.5 days and didn't have a clue what I was doing or how to get home. When we started looking for our permanent home, she would set up appointments but refused to accompany David, telling him that it wasn't her job to help with the process. Many of the landlords didn't speak English and we didn't yet speak German, so it was an incredibly painful process. We couldn't ask questions, nor could we understand what they were saying, so we often gave up and moved on with the search. She also refused to schedule appointments for us to look at detached houses, telling us that if she as a native Swiss couldn't live in a detached house, she certainly wasn't going to help us do so.
I could easily go on and on about the various ways she made the relocation process terrible. We raised concerns with the partner company, who told us that there unfortunately wasn't anyone else who could take over for her, and that we'd have to see the process through. I also raised the concerns with my company, and they promised to follow up with the partner. Meanwhile, we were stuck working with a woman who informed us to our faces that she hated working with Americans, and that the only people worse than us in her opinion were the Asians. It was mind boggling how awful she was, and our first 3 months in Switzerland were genuinely horrible as a result. We felt incredibly lost, and it was only thanks to my new colleagues that we were able to clear various hurdles. My new team members volunteered to come with us to translate for landlords, showed us how to set up the public transportation app on our phones, and walked us through the high-level processes for insurance and banking. They even translated our new lease for us before we signed, because the relocation partner informed us that it wasn't her job to "read to you like you are children" and that the lease was "just standard lease stuff so why are you worried?" When the relocation partner sent me the typical "how did we do?" survey after all was said and done, I emailed them a 6 page bulleted list with evidence of every point. All I received in return was a "we're sorry you feel that way" email and nothing more was ever said.
What this taught us, though, was to stand up for ourselves and refuse to tolerate poor treatment from the people assigned to help us relocate. We are not entitled people, and we know we do not have to feel guilty about being expats. We research the culture before we move, and we know what we can and cannot expect when it comes to living in that country. We make our checklists, and decide in advance what we can and cannot live with. We work very hard to avoid making unreasonable demands, but in return we expect that the partner help make the transition smoother.
These days, we can look back on our initial Swiss experience and laugh. Thanks to her, we have a detailed checklist of topics that we use when preparing for a new relocation, and we're not afraid to challenge someone if we feel we're being brushed off. We are more than happy to research things like the best grocery store in the area, but we insist on being supported in finding a home in a safe area, how insurance works in the country, and what the initial administrative process will entail.
The bottom line to remember for your own relocation is this: your company is paying the relocation partner to help make your transition smooth. If you are being reasonable and they still are not providing that service, you need to speak up. Tell your company and give the feedback to the partner. Don't accept bad service, because it is just going to make your transition so much more stressful. Know your rights as the receiver of their services, and stand up for yourself when necessary.
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