FAQs
- What are the Access Hours for the storage units? Answer: Our customers can access our sites 24/7 all year long. These hours may be subject to change with prior notice.
- Who can access my storage unit? Answer: Only you and your Authorised Persons can access the unit. Authorised Persons must provide proof of identity.
- What proof of identity is required to access the storage facility? Answer: Acceptable proof of identity includes a passport or driving licence, along with a current utility bill or other acceptable forms of identification as notified by the facility staff.
- Can I use my storage unit for purposes other than storage? Answer: No, the storage unit can only be used for storing items. It cannot be used for manufacturing, living, or as a business address.
- Who is responsible for the keys and locks of my storage unit? Answer: You are responsible for the safe custody of all keys and locks for your storage unit. Only one padlock is allowed per unit.
- Can the storage provider enter my unit without my permission? Answer: We may enter the unit with prior notice for inspections or repairs, or without notice in emergencies, for legal requirements, or if we suspect a breach of the agreement.
- What items are prohibited from being stored in the unit? Answer: Prohibited items include perishable items, plants, animals, flammable materials, weapons, chemicals, illegal items, and high-value items without prior agreement.
- What should I do if I need to move my contents to another unit? Answer: If we require you to move contents to another unit, we will provide notice. If you do not comply, we may move the contents at our cost.
- What happens if I make a late payment? Answer: Late payments incur a fee of £12 or 12.5% of the rental charge (whichever is greater). If payment is not made within 30 days, an additional £100 administration charge and a £20 collection charge will be applied.
- What are the consequences of not paying my fees? Answer: If fees are not paid, we may deny access to the unit, continue to charge fees, and ultimately sell the contents of the unit to recover the debt.
- How is my deposit returned? Answer: Your deposit will be returned after the termination of the agreement, less any deductions for unpaid fees or damages.
- How do I notify the storage provider of a change in my personal details? Answer: Notify us immediately in writing or by email if there are any changes to your personal details, such as address, email, or phone number.
- What should I do if I discover loss or damage to my contents? Answer: If you have purchased Contents Protection, inform us immediately upon discovery of any loss or damage to your contents, and complete a claim form providing all requested information. If you did not purchase Contents Protection, you are responsible for any loss or damage to your contents.
- Is my stored property insured by the storage provider? Answer: We do not insure your contents. You must have insurance against Normal Perils or purchase Contents Protection from us.
- What is Contents Protection, and what does it cover? Answer: Contents Protection is an optional additional liability that covers loss, damage, or destruction of contents due to specified risks, provided you have paid the fee and complied with the agreement.
- What happens if I need to terminate the storage agreement? Answer: You or we can terminate the agreement with notice. Upon termination, you must remove all property from the unit and leave it clean.
- Can I assign my storage unit to someone else? Answer: No, you cannot assign your rights or transfer the unit to another person without our consent.
- What measures are in place for security at the storage facility? Answer: The facility is equipped with CCTV, smoke and intruder alarms. All security systems are operational 24/7.
- How are disputes between the storage provider and customers resolved? Answer: Disputes may be resolved through informal conciliation before resorting to court proceedings. You can notify us of the dispute in writing, and we may agree to use an alternative dispute resolution procedure.
- What are the emergency procedures at the storage facility? Answer: In case of an emergency, use the help phone or intercom located at the facility to contact the out-of-hours call centre. Follow the fire evacuation procedures as detailed in the facility signage and by the staff. Content