Frequently Asked Questions

Put simply, self storage is a flexible and secure service that allows individuals and businesses to rent extra space to store their belongings—whether short-term or long-term. At StoreThat, we offer a wide range of storage units to suit all needs, from compact lockers ideal for a few personal items, to spacious rooms and large containers perfect for furniture, stock, or equipment.

Our facility provides you with a clean, accessible environment where you can come and go during our access hours, giving you peace of mind and control over your stored items. Whether you’re decluttering your home, moving house, running out of office space, or managing business inventory, self storage offers a simple, affordable solution.

All units at StoreThat are located within a secure, purpose-built facility, monitored for safety and maintained to high standards. Our friendly team is always available to help you choose the right unit size and offer advice on packing, storage tips, and more.

With StoreThat, self storage isn’t just about space—it’s about convenience, flexibility, and trusted service.

Our office and access hours are the same:
Monday to Friday, 08:00–17:00 hrs

We are closed on weekends and bank holidays. Outside these hours, the entire facility is securely locked, and access is not permitted unless specifically arranged with the office in advance.

In exceptional circumstances, we may be able to arrange brief weekend access to your unit. This is subject to staff availability, will incur an additional charge, and is offered as a one-off service only, not for regular use.

We provide a wide variety of units to suit all needs – from compact 11 sq ft lockers (1.3m tall), ideal for a few boxes or personal items, up to spacious 40ft high cube containers (315 sq ft), perfect for large loads or commercial storage.

Unit heights vary by type:

• Lockers: 1.3m tall
• Ground floor units: 3m / 10ft tall
• First-floor units: 2.6m / 8.5ft tall
• Sea containers: 2.4m / 7.8ft tall
• High cube containers: Extra height for bulky items
• Drive-up units: Heights vary

The size you need depends on the type and volume of goods you're storing. You can use our size guide or call us on 0207 515 1300 – our trained team will be happy to help you find the right fit.

No – our buildings are not climate controlled. Instead, we prioritise good airflow and natural ventilation to maintain a more stable internal environment. This helps reduce condensation and keeps air circulating, which is beneficial for most types of storage.

Yes – anyone can purchase packaging materials from us. You do not need to be a storage customer. This service is currently in-store only.

If you are storing with us, you're welcome to use your own boxes. However, we do offer removals-grade materials – strong, durable, and ideal for keeping your items safe.

Packaging items can be returned within 14 days for a full refund, provided they are unused, unopened, and in resalable condition. You must provide an invoice or receipt – we cannot process returns without it.

To make a return, just bring the items and proof of purchase to our facility. One of our team will guide you through the process.

We don’t currently provide packing or removal services ourselves. However, our team is happy to recommend trusted local companies that we’ve seen in action or received great customer feedback about.

Get in touch and we’ll gladly share our curated list of reliable providers.

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.

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

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.

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!

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

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.

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.

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 overnight, please speak with a member of the team in the office and we will try to accommodate.

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

For the safety and security of all customers and staff, certain items are strictly prohibited in our storage units unless prior written approval has been granted. These items include:

• Aerosol cans (e.g. deodorants, cleaning sprays)
• Cash or securities (e.g. banknotes, bonds)
• Explosives or fireworks (e.g. dynamite, firecrackers)
• Firearms or ammunition (e.g. guns, bullets)
• Gas canisters (e.g. propane tanks, butane canisters)
• Hazardous, toxic, or radioactive materials (e.g. chemicals, radioactive waste)
• High-value or irreplaceable items (e.g. jewellery, artwork)
• Illegal goods (e.g. counterfeit products, stolen items)
• Live animals or plants (e.g. pets, plants with soil)
• Perishable goods (e.g. food, flowers)
• Pollutants, contaminated items, or waste (e.g. oils, asbestos)
• Operational white goods (e.g. plugged-in fridges/freezers)
• Batteries (e.g. car batteries, lithium batteries)
• Battery-powered devices or vehicles (e.g. electric scooters, e-bikes)

If you're uncertain about whether an item is permitted, please contact us for clarification – we’re happy to assist.

We do not allow cars to be stored in units.

Motorbikes and scooters are allowed but must be fully drained of all fluids.

Battery-powered vehicles, such as e-scooters and e-bikes, are not permitted due to fire safety regulations.

You may store items that belong to someone else, but the unit must be in your name, and the insurance value should reflect the total worth of everything inside.

We take active steps to prevent damp and ensure a dry environment in our facility. We prioritise optimal airflow throughout the buildings and regularly conduct inspections and maintenance to address any potential issues before they arise. Our team ensures that all areas are well-ventilated and that moisture risks are actively managed.

To further protect your items, here are some steps you can take:

• Use moisture-absorbing products (such as silica gel or damp traps) to reduce humidity inside your unit.
• Store items off the floor using pallets or shelving to allow air circulation around your belongings.
• Keep your items in sturdy, sealed containers to protect them from any potential moisture in the air.
• Avoid storing wet or damp items – ensure all items are completely dry before placing them into storage.
• Check your unit regularly for any signs of dampness, and contact us immediately if you notice any issues.

Rest assured, we are committed to actively preventing damp, but by following these steps, you can further safeguard your items and ensure they stay in the best condition.

Absolutely not. Sleeping, residing, or attempting to live in a storage unit is strictly forbidden and poses serious health and safety risks. It is a direct violation of your storage licence agreement and will result in immediate termination of your contract and removal from the premises.

Yes. You can access your storage unit as often as you like during our opening hours.

Yes. Provided you have signed 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.

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.

Yes. As long as you have a valid and signed Storage Licence Agreement with us, and all required documentation and payment are complete, a removals company can deliver or collect your goods without you needing to be there. Simply provide us with the name of the removals company and their expected arrival time, and we’ll handle the logistics on our side.

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 reasons. It is at the individual staff's discretion if they choose to help you, but we take no risk or responsibility for your items.

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.

Yes, you can access your storage unit as often as you like during our opening hours.

No. You are more than welcome to store your items in any way 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.

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.

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, give us a call on 0207 515 1300, or even pop down and visit us in-store.
• 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.

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

Our sign-up process is fairly straightforward; 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 email from the business to confirm that you have the authority to sign the license agreement on behalf of the company.

Yes you can! Visit the facility with the correct documents and complete the Storage License Agreement. After the contract is complete, the initial payment made and a direct debit set up, 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).

No. but 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's payment.

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.

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 accommodate you.

We accept most major credit and debit cards, including American Express. For your recurring monthly payments, we require customers to set up a direct debit.

We keep costs as simple as possible, charging no deposit or adding hidden costs or admin fees. The only thing you will pay for is:

• A - The Unit itself, this is based on both size and location and is prepaid each month.
• B - Insurance for your goods, this is based on the value of your goods and charged at £4.20 per £1,000 and is prepaid each month.
• C - Late payment fees, this is charged at 10% of the unit price.
• Optional - Any extras, like boxes, bubble wrap or a padlock.

After your first month, we will also refund any unused days.

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.

Yes! 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.

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.

No. We do not charge business rates on storage.

We maintain close communication with our customers to prevent such situations and will always notify you before taking any action. In cases where we are unable to reach you, a 10% late payment fee will be applied. If payment is not received within 7 days, we will send you a reminder letter detailing the subsequent steps.

If you anticipate missing a payment or foresee difficulty in meeting your next monthly payment, please discuss your options with us promptly.

Yes. Whilst in storage, insurance of your items is required under our terms & conditions and those of all companies in the industry. You are welcome to self-insure, however, we would require a copy of your policy or a standard letter confirming the details of your storage requirements and that the stated perils are covered.

The amount covered will depend on the value of the items that you'll be putting into the storage unit. The minimum insurance required covers your items for £1,000, even if the value is less. This is arranged for £4.20 per month. The insurance coverage must reflect the true value of the items you are storing.

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

Security is our top priority. Our facility is protected by 24/7 digital CCTV coverage, both inside and around the premises. In addition, a security guard is on-site during hours when our staff are not present. Access to the storage buildings is controlled via coded electronic entry, with each customer receiving a unique PIN code. We also have a range of fire and smoke detection systems in place to protect your items. Our team conducts regular daily and weekly checks on all units.

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 and/or change/let you know your PIN.

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 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.

Yes, all occupied units must be secured with a padlock, even though building access is controlled by a unique PIN for each customer. This requirement adds an extra layer of security and lets you grant access to others if needed. We recommend using a high-quality padlock specifically designed for self-storage—like the ones we offer. If you prefer to use your own, that’s absolutely fine—just make sure it provides a similar level of strength and reliability.

Yes, we sell padlocks priced between £6 and £13. Our team can help you choose the most suitable one for your unit. While you’re not required to buy from us, our padlocks are designed for self-storage and offer excellent security.

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.

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.

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.

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