Frequently Asked Questions

Need help paying your bill?

Please contact us on 0207 515 1300, info@storethat.co.uk or visit us in the office to discuss your options. We'll do our best to help with your current circumstances.

What changes have been made to opening times and access?

Our facility is currently operating on normal opening hours: 8am-5pm, Monday-Friday.

We may decide to limit access to the office at short notice, dependant on the government advice and that of our Self-Storage Association.

At the moment, all customers and staff members are required to wear face coverings when attending the office area. Customers should also wear face coverings when in the storage buildings for the safety of themselves and other customers.

To enable us to observe correct social distancing guidelines, our reception/office area is limited to only 2 customers (from the same household) at any one time.

We've provided hand sanitiser & wipes throughout our entire facility, for staff and customers. We've also provided customer signage throughout the site, which we review on a regular basis to ensur eit is displaying the most up to date information available.

Our staff have intensified the the already rigorous and dailycleaning schedules of both the storage and office areas.

The process for new customers remains relatively unchanged. Customers can enquire via our website, over the phone, via Facebook Messenger, Email or in-store. See our Contact Page for more details on how to get in touch.

You can still sign-up in-store, however, we've set up a new and easy-to-use online sign-up process. Please ask us how this works.

We are still accepting cash payments, however, we do recommend against this. Cash will only be handled with the use of gloves.

Customer toilets are still available in our facility and have provision for handwashing.

We continue to monitor information from the UK Government and Public Health Officials and to closely follow all guidelines to ensure we are doing as much as we possibly can to ensure the health and safety of our customers and staff is well looked after. We will continue to provide a clean & safe environment for all of our valued customers and team.

Can I still access my storage?

Yes. We are open for business 'as usual', however, we would avise only attending the facility should you have an absolute need to. Most enquiries and customer requests can be dealt with via email, WhatsApp or over the phone. If you have any questions or would like to make an enquiry, please check out our Contact Page for details on how to get in touch with us.

What happens if we go back into lockdown?

Provided we are allowed to remain open: Residential/domestic/personal storge customers will still be able to access their units, however, we advise doing so only if it is absolutely necessary, to avoid any uneccessary travel, especially public transport travel. Business/commercial storage customers are still welcome to access their units as and when needed.

The office will be partially closed, unless you require immediate attention/help or have an urgent enquiry that cannot be dealt with over the phone/via email. We'll continue to allow sign-ups, however, we will push for these to be completed virtually, instead of in-store if possible.

We only ask that our customers are patient with us during this situation and respect the rules that are set by the facility as these are put in place for the protection of both customers and staff.

What is self-storage?

Sef-storage is any space (such as a room, locker or unit) which you can rent for long or short-term, to securely store your possessions.

How does storage with Store That work?

We've worked hard to ensure that our storage process is quick, easy and flexible for all customers.

The key stages to our process:

• 1 - Enquire with us to find out what size you need via our online contact form, giving us a call on 0207 515 1300, visiting us in store or sending us an email on info@storethat.co.uk.
• 2 - Whenever you're ready to start storing (or even well in advance if you like), get in touch with us to complete your paperwork and then start moving your items in!
• 3 - Use our secure storage as little or as much as you need to (within our opening hours - 8am-5pm, Monday-Friday) on a rolling monthly basis. We also have options for 6 and 12 month prepayments, which will give you a discount on the storage fees!
• 4 - When you're ready to leave us ( :( ) simply let us know (with the agreed amount of notice - 14 days), before leaving your unit clean and empty - you'll also need to visit the office on your way out to sign a move-out form.

What do I need to sign up with Store That?

Our signing up process is fairly straight forward; all you'll need to provide is:

• 1 - 1x proof of address, which is no more than 3 months old, for your current residence. This can be a utility bill or bank statement.
• 2 - 1x proof of ID, valid and in date. This can be a driving license or passport.
• 3 - IF SIGNING UP UNDER A COMPANY: We require 1x proof of address for the company itself and 1x proof of address for the person signing the agreement. If you are the company director or senior manager, please provide proof of your position, such as a business card or a letter from companies house. If you are part of the business, but not the company director or senior manager, you'll need to provide us with a letter or eamil from the business to confirm that you have the authority to sign the license agreement on behalf of the company.

How do I pay for my storage?

We offer a wide range of payment options - you can sign up a credit/debit card with us, which we'll debit on your designated payment date each month, make a bank transfer, set up a standing order, or visit the office to pay with cash.

We accept most major credit and debit card, including American Express.

What are the opening times for the facility?

Office and access hours are exactly the same.

08:00-17:00hrs Monday-Friday

We are closed on weekends and bank holidays.

Can I access my unit out of hours?

Unfortunately not. The whole facility is locked up tight after closing and no access is provided unless otherwise arranged with the office.

If absolutely necessary, we can arrange for a member of staff to open up on a weekend to let you access your unit very briefly, however, this is due to staff availability, and may come with a seperate charge. This is a 'one-off' service that we offer and cannot be used on a regular basis.

Can I park on-site?

Yes. We offer on-site parking for all customers - you can either park in the storage yard, close to the building entrances or in our car park outside the front of the office building.

Do you have trolleys available on-site?

Yes. We have trolleys available within our main storage buildings, for use by all customers. We also provide pallet trucks and forklifting services.

Do you offer a forklifting service?

Yes. We provide forklifting for all customers and have this in place of a lift for our first floor storage - it's quicker and a more personable service. Please discuss your requirements with us and we'll be happy to arrange the service for you.

Does your site have a lift?

Unfortunately not. As we run the adjacent factory, we have forklifts on-site, which we can use to lift your goods up and down. Our buildings have been specifically designed to allow the forklifts to reach the upper floor. This saves you from having to share a lift with another person, or having to continuously wait for the lift!

Is your facility accessible for all disabled customers?

Yes. We've done our best to be able to accomodate any and all disabled customers. Please contact us if you have any specific requests/requirements and we'll be happy to help.

Are the buildings temperature controlled?

No. None of our buildings are temperature controlled, but our reception/office area does have heating during the cold weather.

Are there toilets on-site?

Yes. We have two lovely, unisex toilets located on the first floor of our storage building and disabled access on the ground floor of our office building. These are not available outside of normal office hours.

Do you allow pets to come into the stores?

Yes! Although our store can sometimes get busy, with high volumes of traffic and forklifts in operation, we are more than happy to allow pets on-site. Please be mindful to keep an eye on them at all times and on a short leash if necessary.

What unit size will I need?

The size you'll need depends on the amount and type of goods that you have to store. We offer a wide range of units, sized from a small utilities cupboard, up to a 20ft sea container.

You can use our size guide or contact us on 0207 515 1300, where our expertly trained staff will be more than happy to help you choose the right size. The price of each unit depends on its square footage

Is power/electricity supplied to the units?

No. Our units do not have electricity supplied, however, there are power points throughout the corridors of the main buildings, which our customers are more than welcome to use for printers/laptops/phone chargers.

For security reasons, we cannot allow these points to be used to power kettles, heaters, heavy duty machinery or any other items which may cause risk, disturbance or concern to other customers. When using the power points, any items plugged in must not be left unattended.

If you are in desperate need of charging an item over night, please speak with a member of the team in the office and we will try to accommodate.

Constant use of electrical points may incurr a charge, however, this will be discussed with you by the facility owner.

Do I need to store my items in boxes/a certain way?

No. You are more than welcome to store your items in anyway that you'd like, however, to get the most use out of your unit space, and to ensure that no damage occurs, we would recommend using boxes. We sell a wide range of boxes and other packaging materials in our store.

Do any of the units come with shelving?

No, but you can buy or rent racking units from us. We can arrange to have these installed in your unit, prior to you moving in.

Please contact the office for costs.

What height are the storage units?

The heights of our storage units differs. All ground floor units are 3m/10ft tall, first floor are 2.6m/8.5m tall, sea containers are 2.4m/7.8ft tall and drive-ups vary.

If you hav specific needs or an oversized item to store, please cotnact us on 0207 515 1300 and we'll help you find a storage solution.

Is there any damp in the buildings?

No. We closely monitor our buildings on a regular basis and have a facilities team that ensure any wear & tear is promptly dealt with to prevent any issues of this nature from occurring.

How much does storage cost?

The cost depends on a few different factors; the unit size, the location, duration of stay and any additionals, such as packaging, insurance, etc. You can use our contact form to get a tailored quote, or give us a call on 0207 515 1300 to discuss unit sizings and options.

Why do I need insurance for my stored items?

Insurance of your goods is required under our term's and conditions, and those of all companies in the industry. The insurance cover that you take out with us must reflect the true value of the items being stored.

You are welcome to self-insure, however, we would require a copy of your policy for our records.

Does the quote I received include insurance?

No. The quote given includes rental and VAT, but excludes insurance. Insurance is arranged during the signing up process.

Do I have to pay a deposit?

No. We like to keep costs down for our customers, which means you'll only ever be charged for what you've used. To us, a despoit isn't necessary.

Are there any admin fees to pay?

There are no additional admin fees as we like to keep our customers costs down. Unlike the majority of our competitors, we don't charge for admin fees, deposits, key fees or access fees.

Are there an hidden storage costs I need to be aware of?

No. We work hard to ensure that our customers' costs are kept down. We'll only ever charge you for what you use, never more.

Why do I have to pay in advance for my storage?

We take payments in advance of each month, in the same way that all payments are taken for property rental. This is so that we don't need to carry out credit checks on you. Provided we've received the notice as agreed in the contract, you may be due a refund if you move out before the end of the storage period that you've paid for.

Can I claim VAT back?

Yes. If you are a VAT registered company, you can claim back the VAT. We will always issue VAT invoices. Please contact HMRC for further information.

Is there a discount for long-term storage in advance?

Yes! We run the 'industry standard' long-term storage discount scheme. If you pay for 6 months upfront, we'll give you a 5% discount on the storage fees, or for 12 months upfront payment you'll get a 10% discount. Please get in touch for further information.

Do you offer a 'refer a friend' discount scheme?

Yes! If you recommend us to a friend and they sign up with us, you'll receive 25% off your next storage period! Contact us for more information.

Do you charge business rates?

No. We do not charge business rates on storage.

What happens to my items if I miss a payment?

We work closely with all of our customers to ensure that situations like this never happen, and will contact you to request payment in advance. If you miss a payment or think that you'll struggle to meet your next monthly payment, please discuss your options with the manager/supervisor.

Do I have to have insurance/is insurance compulsory?

Yes. Whilst in storage, insurance of your items is required under our terms and conditions, and those of all companies in the industry. The insurance cover must reflect the true value of the items you are storing.

What is the minimum insurance required?

The minimum insurance required covers your items for £1,000, even if the value is less. This is arranged for £4.20 per month. You msut ensure that you state the true value of your items for the appropriate level of insurance.

Do I have to have Store That insurance or can I use a different insurer?

You can arrange insurance with any other insurer, provided we receive a opy of your policy or they complete a standard letter confirming the details of your storage requirements and that the stated perils are covered.

Please contact us for more information on this topic. Before we can allow you to move in, you must provide us with proof of your insurance cover/policy.

How is insurance calculated?

The amoutn that you pay/cover for will depend on the value of the items that you'll be putting into the storage unit.

We can offer you competitive, storage specific cover, starting at our minimum level of £1,000 at £4.20 per month.

Can I store food & drink?

Yes. Food can be stored in sealed tins or drinks manufacturers bottling containers, with the prior agreement of the storage manager/supervisor. Lots of businesses store food and drink items with us.

Can I store a vehicle?

This depends solely on the vehicle. Due to insurance reasons, we cannot store a car on our site, however, you are welcome to park your car in our front car park over night, with the prior agreement of the store manager/supervisor.

We can store motorbikes and scooters, however, these must be completely drained of all fluids, such as oil, petrol/diesel, etc.

Please contact us to discuss further.

Can I store a fridge or freezer?

Yes. On the basis that your fridge or freezer has been cleaned, de-iced and turned off, you can store it on-site. For health & safety reasons, we don't allow the storage of operational white goods on-site.

Can I store someone else's items?

Yes, as long as the unit is rented in your name. You'll need to make sure that the true worth of the items being stored is reflected in your insurance value.

Can I sleep in my unit?

No. This is not part of the storage license agreement and could be hazardous for you and other customers. This is ground for immediate termination of your storage license agreement.

Can I add or remove items to my unit once I've started the storage?

Yes. You can access the storage as little or as much as you like during our opening times.

What restrictions are there on what I can store?

For the safety of all customers and their items, the following items cannot be stored unless agreed with us, in writing:

• Aerosol cans
• Cash or securities
• Explosives
• Firearms or ammunitions
• Gas cannisters
• Hazardous or toxic products
• High value or extremely precious goods
• Illegal goods
• Live animals or plants
• Pollutants, contaminated goods or waste
• Perishable goods
• Radioactive goods

Do you take reservations?

No. At the moment, we are not taking any reservations; units are rented on a 'first come, first serve' basis.

Although we don't take reservations, we can sign you up well in advance of your storage start date, however, this would require the completion of all documentation and your first month payment.

Contact us for more information.

Do I have to sign a contract for storage?

Yes. As part of the Self-Storage Association, we require all customers to sign a Storage License Agreement prior to moving in.

Before you move in, you'll need to sign the Storage License Agreement and will be issued with full terms and conditions of storage. Our staff will explain these to you and are on hand to answer any and all questions you may have.

Can comseone else sign the contract on my behalf?

No.The Storage License Agreement is legally taken out in the name of the person who signs it.

Someone else can sign up with us and store your items, however, the account would be under their name and they would have to abide by the conditions of the Storage License Agreement.

Can I move in today?

Yes you can! Visit the facility and complete the Storage License Agreement. You'll need to provide 1x proof of address (utility bill/bank statement), 1x proof of ID (driving license/passport) and means of payment, other than cash. After the documentation is complete and the initial payment made, you can move in straight away! The signing up process takes around 15-20 minutes (30 if you ask for a cup of tea :D).

What is the minimum term of storage?

Our contract are issued on a flexible, rolling monthly basis, however, our minimum term is 1 month. You can store for less than 1 month, but you'd be paying for the full storage term of 1 month. Refunds cannot be issued if you decided to leave before the first month is up.

Can I change the size of my unit after I've moved in?

Yes! We're happy to arrange a transfer between sizes at any point during your stay with us. This is subject to availability, however, we'll always do our best to accomodate you.

I'm a personal/domestic customer; what do I need to sign up?

When signing the Storage License agreement, personal/domestic storage customers should provide:

• Photo ID (driving license/passport)
• Proof of address (bank statement/utility bill) no more than 3 months old

For the security of our facility and customers, it is vital that we know who has access to our units. You can grant unit access to anyone that you'd like to - just let us know the names of the people you'd liketo give access to.

If you do not have photo ID, please contact us for advice.

I'm a business/commercial customer; what do I need to sign up?

When signing the Storage License Agreement, business storage customer will need to provide:

• Proof of address for the company itself; this can be an invoice or utility bill sent to the company at their current trading address.
• A letter or email (with official company sign-off) from a senior company member, stating that the individual who is signing the contract has the authority to act on the behalf of the business.

The Person signing the contract will also need to provide:

• Photo ID (driving license/bank statement)
• Proof of address (utility bill/bank statement) no more than 3 months old

For the security of our facility and customers, it's vital that we know who has access to our units. You'll need to provide the name of every employee that you intend to have access to the unit.

Do you have to have a storage unit to be able to buy packaging products?

No. Anyone can purchase packaging materials from us. At the moment, this service is only available in-store.

Do I have to purchase and use boxes from you?

No. You are free to store your items however you'd like! You can use your own boxes, however, the packaging materials we offer are of a superior, removals quality, meaning they're strong and durable.

Do you have any discount or promotional offers on packaging products?

Sometimes - every month, we run a different promotional offer, which can sometimes include discounts on boxes or other packaging materials.

We have a standing promotional offer in place for a 'Mover's Bundle' - ask us what's included in this bundle!

For customers who hold a Storage License Agreement with us, we offer a 10% discount on packaging products.

What is your returns policy for packaging products?

Any product can be returned, provided it is in an unopened, unused state and has now physical 'wear & tear', for a full refund within 14 days' of purchase. You must provide proof of purchase with an invoice or receipt.

How can I return packaging products?

Simply visit our facility and one of the team will guide you through the process. Please ensure you bring your proof of purchase as without it, we will be unable to complette your return.

Do you provide a packing service?

No, we don't currently provide a packing service, however, one of our team will be more than happy to recommend some local, reputable companies.

Do you provide a removals service?

We don't currently provide a service of this type, however, we would be more than happy to recommend some reputable companies that we've seen in action ourselves and have great reviews from our customers. Get in touch to ask for the list of removals companies we've compiled!

Will you help me unload my items into the unit?

Unfortunately, this is aptly named 'Self-Storage' for a reason! Although we're happy to recommend removals services and van hire companies to help you transport your goods from your home/business to the unit, unfortunately, our staff are unable to assist in the unloading/transferring process of your goods into the unit for insurance reason. It is at the individual staff discretion if they choose to help you, but we take no risk or resposnibility for your items.

Do I have to be present on moving in day?

No. Provided all your documentation and the initial payment is complete, you do not have to be present on moving in day. You can authorise a removal company to complete the move in for you. Simply provide us with their name and arrival details and we'll handle the logistics of it all on this side.

If you haven't yet signed your Storage License Agreement or made the initial payment, you will need to be present with valid ID to sign and make payment before we can allow any unit access to anyone.

Can a removal company deliver or collect my items without me needing to be present?

Yes. Provided you have a valid and signed Storage License Agreement with us and all of your documentation and payment is complete, a removals service can deliver or collect your goods, without you needingto be present. Simply let us know the name of the revmoals company and their arrival details and we'll handle the logistics of it all on this side.

If you haven't yet signed your Storage License Agreement or made the initial payment, you will need to be present with valid ID to sign and make payment before we can allow any unit access to anyone.

Can I operate the forklift?

No. Only our fully trained and licensed staff are permitted to operate the forklifts for safety reasons.

Can you accept deliveries on my behalf?

Yes. Provided you have signe the Storage License Agreement and moved your items in, you can also sign a disclaimer allowing us to accept additional or occasional deliveries on your behalf and store them in one of our secure holding units until you are able to collect. Alterantively, you can sign a key holding form, which will allow us to enter your unit and place your deliveries inside.

This service is at no extra cost, however, if you plan on having regular and constant deliveries, we may choose to apply a charge per package received. This will be arranged with the facility manager/supervisor in advance.

Is there on-site CCTV?

Yes. WE have digital CCTV present in and around our whole facility and it is in operation 24 hours a day, 7 days a week.

We also have a security guard on-site during the hours that we are not.

How secure are my items?

For us, security is the most important part of self-storage.

Alongside 24/7 CCTV, we have a security guard on-site when we are not, coded electronic access to the main storage buildings with an individual, unique PIN code and a range of fire and smoke detection systems.

Our team carry out daily and weekly checks and are trained to regulatory Health & Safety and Fire Marshall standards.

What happens if I lose my key or forget my PIN?

If you lose your key or forget your PIN, simply visit the office with valid ID and we can arrange to either cut the lock off your unit (you'll need to sign a form for this) and or change/let you know your PIN.

We provide a 'key holding' service so that if you do ever forget your key, at least you know we'll have one for you to use!

Does anyone else have access to my unit?

No. As the Storage License Agreement is in your name, you are the sole person with access to your unit, however, you are more than welcome to grant access to a family member, partner, or whomever else you would like.

To add someone to your account for unit access, simply let us know their full name and ensure that they visit the office with valid ID.

Why do I need a padlock?

Although the buildings are only accessible via an individual,unique PIN for each customer, all of our occupied units are required to be padlocked. This is for security reasons; it adds an extra level of security and enables you to give access to anyone that you choose.

How much does a padlock cost?

We sell high quality padlocks, made for the purposes of self-storage by a trusted, reputable company in the self-storage industry. Ranging from £5-£11.50, we can advise you on the right one for your unit.

Do I have to buy a padlock from you?

No. Although we recommend using our high quality, self-storage purpose made padlocks, you do not have to purchase them from us. You can provide your own.

What is the process for when I'm ready to move out?

When you're ready to leave us ( :( ) just give us the required notice, in writing, via email, in-store or over the phone.

You'll need to include the date you wish to leave the unit and any additional notes/specific requirements.

Our minimum notice period is 14 days'. You do not have to give the full notice period, but this will be deducted from any refund you may receive.

We'll confirm once your notice has been received and applied to your account. If you wish to cancel your notice at any point, please let us know so that we can reverse this on your account.

Please ensure that you leave the unit in a clean and completely empty state and remove the padlock, otherwise you may incur a charge.

We'll then calculate whether you're owed a refund for any unused days of storage and will credit that amount back to the card that the payment was originally debited from, unless agreed otherwise. For larger sums we request bank account details to make a bank transfer instead. Please allow at least 7 working days for your refund to be processed.

What happens if I dont give/forget to give notice?

If you don't give or forget to give notice before you move out, we'll still apply the relevant notice period and associated rental charges to your account once the unit is fully vacated.

Can you dispose of any items I leave behind?

If you have any items that you wish to part with, please speak to one of the on-site staff who will make a decision. In certain cases, dependant on volume/size, we may need to apply a charge for this service.

We do our best to 'upcycle' any items left behind, provided it is in good repair.

You must inform us of any items being left behind. Failure to notify us will incur a charge.

How should I leave the unit when I move out?

The unit should be left in a clean and empty state, the same as when you moved in.