Frequently asked questions

Do I get 24 hour access? Is it free?

Yes with our storage container units you get unlimited 24 hour access and we do not charge for this, it is completely free.

If you take an indoor room, access hours are slightly more limited. You can access any time between Monday – Friday, 9am -5pm and we are also open on Saturday mornings. If you need access outside of these times you will have to make an appointment with the individual storage centre.

Are the units ground floor?

All of our container units are on a ground floor level so you can drive right up to the doors which makes loading and unloading very easy.

The vast majority of our indoor rooms are on 1st floor however we do have a large lift so you will not need to carry any items up a staircase.

Are the containers dry and clean?

We clean the containers after each use and on occasions we replace the floorboards if necessary.  Containers are designed to transport goods over large oceans and so have to be completely watertight and weatherproof. If any of your furniture is been manufactured abroad the chances are it has already been inside a storage container and it arrived at the shop in showroom condition. Our units are the same they will always be completely dry and clean ready for your property.

Do the containers get damp?

As container units are completely sealed it means that no water can get in or out. The only times we have ever had issues with damp and condensation is when something is put into the container wet. A prime example of this is if a freezer has not been defrosted before it is put into storage. When the ice/frost inside melts the water has nowhere to escape to and so can cause damp. As long as you put things into the storage unit dry it will stay dry. We have had customers who have used our units for years and they have retrieved their furniture in exactly the same condition as when it went into storage.

Will I have to wrap/ protect my sofa or mattresses

This is not necessary from a storage point of view. All of our units are very clean and dry so items do not need to be covered before they go into storage. However items such as mattress covers may be worth considering as they will protect your furniture whilst it is being transported.

Am I ok to store soft furnishings

Soft furnishings such as sofas and mattresses will be absolutely fine in our units. We currently have a large mattress superstore that is using space at our Killingworth branch.

How does the free collection service work?

We send our large removal van out with a driver to your address at an agreed time and date. We then give you up to 90 minutes to load the van and then we return to site for you to unload directly into your storage unit. If you have lots of furniture we recommend getting as many friends and family together as possible to make the job as easy as possible.

How many times can I use the free collection service?

Every 8 weeks of storage qualifies for 1 trip in the van.

How far will you come to collect my furniture?

Our collection area is in the immediate areas surrounding Newcastle, Morpeth, Washington & Sunderland however depending on how long you are looking to store we may be able to travel further for you. Please contact our office if you live a little further away and we will do our best to accommodate you.

Does the free collection service operate in the evenings or weekends?

Yes we do offer collections at weekends but this is an extremely popular time so we would advise that you reserve your time slot as far in advance as possible.

What if I am staying for less than 8 weeks, can I still use the collection service?

Yes you are more than welcome to use our collection service, however there will be a charge if you are staying less than 8 weeks. Please contact our office to discuss the cost.

Will the driver help me load the van?

Unfortunately as this is a free service we do not offer full removals therefore our driver can not help with the loading and unloading.

Can I use your van to deliver my furniture to my new home?

Yes you can use our collection service as a delivery service. The same rules apply. One free trip for every 8 weeks of storage and deliveries within our catchment area.

Is there a deposit to pay?

There is a £50 refundable deposit to pay. The reason we charge this deposit is because we provide the locks for the storage units & a pass for the electronic gates. Once the keys are returned to us at the end of the rental we will refund the deposit back to you straight away.

Can I move between sizes if I need more or less space?

Of course, you can move between sizes whenever you wish as long as we have the space available.

How much notice do I have to give to hand the unit back?

Once you have stored with us for over 1 month, you can move out whenever you wish and you do not need to give us any notice.

Is there a minimum storage period?

There is a minimum period of 1 month, after which you can move out at any time and you do not need to give us any notice before you move.

Is there a maximum storage period?

There is no maximum storage period, you can stay with us for as long as you wish.

How do I pay for the unit?

The only form of payment we now accept is direct debit.

Is the unit paid for monthly or weekly?

The unit is paid for monthly, however if you move out mid-month we will always refund you for any time you did not use. With Pay less you will never pay for storage you don’t use.

Will I be refunded if I pay in advance but move out?

Yes if you have paid in advance but move out mid-month we will always refund you for any time you did not use. With Pay less you will never pay for storage you don’t use.

Can I get furniture/deliveries sent directly to you?

Yes you are more than welcome to get furniture or deliveries sent directly to us. We can load them directly in to your storage unit so you do not have to wait in for a delivery. If you can ask the company whom is delivering your items to call us 1 hour ahead of time it will help us with our daily organisation. We will check for any obvious damage and call you if we spot anything however we can not be held responsible if something arrives which is damaged or if it was not the item you were inspecting.

Is the forklift service free?

Yes our forklift service is completely free of charge.

How many times can I use the forklift service?

You can use our forklift service for up to 30 minutes per week, free of charge.

Can I put racking up in the units?

Yes you can put racking into the units as long as it is free standing and does not damage the unit.

Do the units have lights or electricity?

We do have a limited number of units with lights and electricity. Please call our offices so we can discuss your requirements.

Are the units secure?

Yes all of our units are on sites with excellent security. We have 24 hour CCTV monitoring, high security fencing and automated gates that only allow our customers and staff on site. This year we are rolling out our newly developed electronic locking system and internal CCTV cameras inside our units so you can monitor your storage directly from your phone or tablet.

Can I move to a different site?

Yes you can move between our sites whenever you wish as long as we have the space available.

What’s the difference between indoor rooms and container units?

A lot of companies only offer one type of storage and so try to persuade you that their type is best. In our experience it is very much a personal choice, both have advantages and disadvantages which is why we offer both and let you decide which suits you best.

Do you sell boxes and packing materials?

Yes we do sell boxes and bubblewrap etc. Please contact one of our offices and we can discuss prices and delivery.

Do I need my own lock?

No we provide the locks for the units. The locks we use are the highest security grade available and fit in a lock protection shield on the unit. There is a £50 deposit to pay but this is completely refundable when you move out.

Are there any hidden extra costs?

Unlike many other storage companies we have no hidden charges such as compulsory insurance policies or access charges. What you see is what you pay.

Is insurance included?

We do not include insurance with our prices. The main reason being is that as storage is becoming more widely used a lot of household insurers and business insurers are including storage within their cover and we do not want people to pay twice. We recommend you check your existing policies first. If you do not have any cover we can help you arrange this, but it is also worth pointing out we have an excellent track record of no damage to goods or theft since we began 18 years ago.

Is insurance compulsory?

No, the vast majority of our customers are happy with our security arrangements and as such have decided that insurance is not necessary. You do not have to take a policy out, it is completely up to you.

How does the lowest price guarantee work?

We price check regularly to make sure that we are offering the most competitive prices in the area. However if you manage to find a space in the same area, with the same security and access for a cheaper price, let us know and we will match it and give you your first month for free.

Do I have to pay a deposit to reserve space?

No you do not have to pay anything up front to book a unit, simply use our online service or call our office any time.

What happens if I have to cancel my booking?

That is no problem at all. We understand things can change, if you no longer need the space simply give us a call or send us an email and we can cancel the booking. There is no penalty charge for this.

Can I change my move in date?

That is no problem at all. We understand things can change, simply call our office or send us an email and we can change your date. There is no penalty for this.

Do you store trailers/cars?

Trailers and cars usually fit inside one of our larger storage units. Unfortunately we do not offer outside/external parking.

Is there anything I can not store?

You can not store anything toxic, illegal or explosive. If you are in any doubt please contact our office for clarification.

Is there a lot of paperwork?

No we have one simple licence agreement form to fill in and it usually takes 2 minutes. You can even reserve your space through the website and complete the form online so you do not have to do any paperwork when you come to site.

Do I need to bring ID?

We need 1 form of photographic ID.

Do I have to fill out an inventory?

No unlike other storage companies we try and keep the paperwork to a minimum therefore there is no inventories to fill out.

How do I receive my refund for key deposit and/or rent?

We will transfer you key deposit and any excess rent via bank transfer directly to your account.

How long will it take to receive my key deposit and/or rent?

We aim to get this back to you on the very same day you move out however this can take up to 3 working days.