FAQs

You can reserve online, over the phone or by visiting your store. We charge a fully refundable £10 reservation fee which is either taken off your first invoice or refunded if you change your mind and don’t use our services. You can amend your reservation at any time, so if you need to change the start date, unit size, store location, just give us a call and we’ll get it done.

Yes, you can bring your own lock to secure the unit door. It will need to fit onto our door locks, please check with the store that it is suitable for use. Alternatively, we sell durable keyed and combination padlocks at all our stores.

No, as long as you’ve signed the Licence Agreement and sent us copies of your ID forms in advance, you don’t have to be here on the day. All paperwork can be done online for your convenience.

Yes, you can complete your licence agreement and payment online, please ask for this option when reserving your room.

We need to confirm who you are for security reasons and will only allow customers who can provide a photo ID to store their goods with us. We need to keep a record of all our active customers for security reasons.

A valid official document with your photograph – a driving licence or passport is ideal. Our business customers also need to provide a Purchase Order, business bank account statement and copy of the letterhead in addition to the photo IDs.

If you’ve booked our removal service, the removers will move your goods in or out. We also have plenty of trollies and pallet trucks for your use in store.

You need to collect all your possesions and leave the room completely empty. Please also remember to remove your padlock.

Just seven days for our private customers and 30 days for our business customers.

Yes, you are in control and can allow access as you wish. Just provide them with your key and access code and they can vistit on your behalf.

No, for security reasons, parking is permitted to customers only whilst visiting their storage unit.

This may seem a tempting option, but we only allow our storage units to be used for storage of goods, not people! Apart from it being quite lonely, it would also invalidate your licence agreement.

Yes, as long as you have that person’s authorisation to store their goods, that is fine. You remain the licence holder and you would be our point of contact.

We would be delighted to welcome you to the store and show you how everything works. Just pop in during our opening hours. Or if you give us a quick call before coming in, we’ll make sure the kettle is on!

We offer access 7 days a week as standard at most of our stores. Please take a look on the locations page of our website to check your local store.

Most of our stores are open 8.30am to 6.00pm Monday to Friday, 9.00am to 5.00pm on Saturdays and 10.00am to 4.00pm on Sundays/Bank Holidays.

Yes, all our stores with the exception of Isleworth and Banbury are open at weekends and Bank Holidays.

You have free access during our opening hours, please take a look on your local store page.

Currently we do not offer 24 hour access. Most stores are available 7 days a week, please contact stores for details.

The minimum rental charge is one week. We will invoice you for one month in advance and will continue so until you tell us that you are vacating your unit by giving us 7 days notice (business customers, 1 month notice). We will refund any unused paid rental on your account, subject to the minimum 7 days term and the notice period.

Yes, we have toilets available at each store.

Yes, we would be happy to accept deliveries on your behalf and store them securely for you. We can also arrange to hold your goods for collection.

Yes, free parking is available at all our stores.

We include free removal service as part of our offer to you (subject to terms). If you’d prefer to arrange your own removals, we would be happy to recommend local companies.

All our rooms are offered completely empty as standard. If you require shelving, we can arrange this for you to purchase or to rent.

Not as standard but we can arrange this in certain cases. Please speak to the Store Manager at your preferred location.

A selected number of units have lighting, please enquire at your local store to check availability.

Yes, customer trolleys are available free of charge for your convenience.

Yes, we have goods lifts for your use.

Yes, this can be arranged at some of our stores, please check with your local store for charges and availability.

If you use our free removal service, the removal team will unload your goods and pack them in your unit. On any subsequent visits, our customers handle their goods themselves, and we provide trolleys to help with moving.

CCTV covers entrances, exits and most corridors, however your unit is completely private and not covered by CCTV.

Yes, all our stores have a number of units accesible to wheelchair users.

Our standard sizes range up to 1000 sq ft but we can build bespoke larger sizes to suit any requirements.

Our smallest sizes are lockers, which are 3ft W x 3ft D x 3ft H.

All goods in storage must be covered by an insurance policy. We can arrange a bespoke cover for your goods whilst in storage with us. You can also take out your own insurance cover, this must cover goods being placed in self storage. If you are not taking our bespoke cover, please check the terms of your insurance policy as not all household insurances will cover you whilst your possessions are in a self storage facility. We ask for proof of your cover if not using ours, which must state that it covers goods stored in a self storage facility, and name the store you are storing at and the full postal address of the premises. It is your responsibility to keep your insurance documentation valid and up to date.

Our online quote doesn’t include insurance as the cost is dependent on the full replacement value which we don’t yet have at this stage of the quote. If you get a quote from us over the phone or in person, we can include insurance on the quote.

It depends on the replacement value of your goods. The minimum insurance cover is £5000 which costs £30 per month. Additional cover is available for £6 per £5000 cover per month. For example, insuring goods worth £10,000 would cost £36 per month and goods worth £15,000 would cost £42 per month to insure.

Actual physical loss of or damage to your property caused by fire, lightning, explosion, earthquake, storm, flood, bursting and/or leaking pipes, ingress of water or other liquid substance, aircraft or articles dropped therefrom, moth, insect or vermin from an external cause, theft accompanied by forcible and violent entry to or exit from the building or Unit, riot, strike, civil commotion, malicious damage, impact by vehicles or railway rolling stock. This Insurance is effective from the time your insured property is placed in to storage and ceases upon removal from storage – no cover applies during loading and unloading or during transit

The minimum value is the full new replacement value of your goods. The cover starts from up to £5000 at a cost of £30 per month, with cover above £5000 being charged at £6.00 per additional £5000 insured. If you fail to declare the full new collective replacement value of all your goods on the Insurance Application Form, in the event of a claim you will only be entitled to recover from the Insurers the proportion of the loss as the declared value bears to the full new replacement value of your goods. Please be aware that the consequence of under insurance will be a reduced settlement of any claim.

Our insurance policy covers our building and it doesn’t extend to customers’ possesions. The contents insurance policy protects your goods as above.

Your initial payment can be paid by debit or credit card, and it will be for a minimum of one month rent in advance, one month rent as a deposit, and insurance and padlock if those are required. Future payments are taken monthly by direct debit and you can select your preferred collection date.

Yes, you can choose a date that suits you, please contact your store to arrange this.

Yes, we offer loyalty discount for both the prepayments and monthly payments when you commit to a certain storage term.

Yes, we have an all-inclusive student offer at some of our stores, including 3 months storage, goods collection and delivery to the store, £1000 insurance cover and hire of a padlock from only £200 for the full 3 months. Please check with your preferred store if this is available.

We offer a free removal service directly into your new storage unit, subject to terms, a minimum 2 months stay and a maximum distance to the store. This great offer saves you money, time and effort of having to arrange your own removal service.

We charge a refundable security deposit equivalent to one month rental, payable when you move in and refunded when you move out.

It depends on the size of the unit. You can get an instant quote online or call our experienced team on 0800 404 6969 who will help you decide on the best unit size for your requirements.

We send you a reminder before your payment is due. If you miss a payment, we allow you 10 days to settle the outstanding amount. If the account remains unpaid at this point, you will be charged a late payment fee, your room will over-locked and your entry code temporarily disabled until the account is settled. We will inform you in writing when this happens, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains overdue.

We allow 7 days grace period, if your bill is still outstanding after that time, we will temporarily deny access to your unit until the account is paid in full.

We offer a Free Removal service directly into your new storage unit, subject to terms, a minimum 2 months stay and distance to the store. This great offer saves you money, time and effort of having to arrange your own removal service.

Yes, you can have any number of units with us. Some of our customers prefer to have their household goods separate from their business paperwork for example, or their garden equipment separate from their furniture.

Our preferred removers can offer this service to you, please let us know when booking your removals so they can quote for this.

Our customers must not store (or allow any other person to store) any of the following in the unit: (a) food or perishable goods unless appropriately sealed such as vacuum-packed; (b) any living creatures; (c) combustible or flammable substances such as gas, paint, petrol, oil, cleaning solvents or compressed gases; (d) firearms, explosives, weapons or ammunition; (e) chemicals, radioactive materials, biological agents; toxic waste, asbestos or other potentially hazardous substances; (f) any item that emits fumes, or odours; (g) any illegal item or substances or goods illegally obtained such as illicit (counterfeit/smuggled) tobacco or alcohol and unlicensed or unsafe goods (such as toys, electrical goods, medicines, aerosols, cosmetics, fireworks); (h) goods which are environmentally harmful or that are a risk to the property of any person; (i) currency, deeds and securities; and (j) items which are unique in nature and/or where the value to The Customer cannot be assessed on a financial basis. This is not an exhaustive list.

We offer the following services to our business customers: forklifting; flexible contracts; accepting deliveries on your behalf; free onsite parking; offices rental; wifi; large commercial units; direct access units.

Yes, we have lots in stock. You can either pop in or buy online and collect at your local store. You don’t have to be a storage customer to buy our packing materials, we are open to all!

Yes, you can use your boxes if you already have them, just make sure they are sturdy enough for stacking so you can take advantage of the unit’s height. If you don’t have boxes, you can buy them from us or you can hire our great value and convenient crates, they are only £10 per month for 5 crates.

You can hire crates from us, they offer great value at only £10 per month for 5 crates. You can rent as many or as few as you need, for as long as you need. You don’t have to store them with us, you can also use them in your home. Or you can buy packing boxes from any of our stores or online through our click and collect service.

We have a variety of units ranging from a 3ft locker up to a small warehouse size, with everything in between. Our sales teams have been trained to recommend the best size for your requirements, please call your local store for help in deciding the best size for you.

We have a handy storage estimator which can help you decide the best room for your needs. Or, if you prefer, our sales teams have been trained to recommend the best size for your requirements, just give us a quick call and we’ll help.

Yes, you have free access to your unit so you can come and go as you like. Feel free to add, remove, sort through, reorder, whatever you like whilst in storage!

There are no admin fees. When you first rent a unit, you pay for one month rent in advance and one month refundable security deposit. If needed, you also pay for the insurance cover and a padlock, otherwise there are no fees.

Of course. We would be happy to check availability and reserve your new unit. We also offer preferential removal rates for transfers between stores.

Yes, of course, it’s very simple and we we can arrange this for you immediately.

No, you can store them any way you like, we just ask for the goods to be stored securely.

By phone, email or via our website. You will find the contact details for each store here.

Your local store would be happy to send you a copy.

We have a humidity control system in most of our buildings. We don’t have heating or air conditioning so the temperature can flactuate with the seasons.

We will send you an invitation to review us on TrustPilot when you move in or move out. You can leave us a review at any time on Google or on TrustPilot.