FAQs

How soon can I start storing?

Whilst making your booking, you can select your move-in date to be as soon as next-day. We’ll send you an email on the morning of your move-in day with an access code for the gate and some instructions on getting started.

We normally need a day or so to check everything is ready on our end before allowing access to the site. If you urgently need to start storing, please get in touch and we’ll do our best to bring forward your move-in day. Please be aware that the check-in process (contract signing, ID verification etc) must be completed before we can allow you access to the unit.

 

Can I share the storage unit or my code with someone else

Our terms and conditions specify that the person/company that took out the rental of the storage unit is responsible for who they give their access code to. If you have allowed that person to enter the site, and access your storage unit on your behalf, that's fine with us but please be mindful that you as the customer are responsible for their actions onsite.

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Why do I need insurance?

Our goods protection scheme, StoreProtect, or insurance provided by a 3rd party is mandatory. Everyone must have insurance so that, if there are any accidents or damages caused to your property, you are able to claim for their loss. We understand that everyone is storing different things, which is why we offer different levels of cover to ensure your items are secured appropriately. With StoreProtect, whatever the cost would be to rebuy all items you have in the storage unit is the level of cover that you'll require. If you under-value your goods, or store prohibited items, then your StoreProtect cover may be voided. Please look at the terms of StoreProtect, and our list of prohibited items before going ahead.

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What about condensation?

We have built-in vents in all of our units so, if the container is kept dry inside, condensation shouldn't be an issue. We do also follow the guidance issued by the CSTA on managing condensation within container storage units.

However, if wet or waterlogged items are placed inside the unit this can cause condensation, as water will be trapped inside the unit. Please ensure that all of your goods are dry before going into storage. You can buy ‘condensation traps’ or 'dehumidifiers' online or in hardware stores, which will help with keeping condensation inside your unit to a minimum.​

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How much notice do I need to give to cancel my booking/subscription?

We require at least 30 days’ notice to vacate the unit. It's not a problem if you move your items out before this, but you will still be charged up until the final days’ notice. Our online system/portal makes it easy to amend or cancel your subscription as needed.

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How long can I rent my unit for?

We like to ensure we are flexible with our customers, which is why we have a monthly rolling contract. You are welcome to store your items with us for as long as you like. Our minimum rental period is one month. 

 

Can I access my storage unit directly with my vehicle?

Yes – Surrey Storage Solutions are quite unique as we offer drive-up storage units throughout our facilities. This gives you the opportunity to load or unload your items whilst parked only a few inches away from your unit.

 

When can I access my storage unit?

Our facilities are open 24/7, 365 days a year. There are no restrictions on when you can access your storage unit.

Our office hours are 8am - 5pm, Monday - Saturday, so if you have a general enquiry please give us a call within these times. Don't worry - we do operate a 24/7 emergency phone line should you have any difficulty on site whilst our office is closed!

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How are the payments made/taken each month?

Our payments are taken automatically from the debit or credit card that you provide when signing up - just like a direct debit. Once this is set up, payments will be taken monthly and will automatically generate and email a receipt out to you. If your debit or credit card expires, you will need to update the card details on your account using our online portal.​

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Can I get a discount?

We do offer discounts from time to time, so keep an eye out on our website for any special offers we might have at the time of booking! Take a look and see if any promotions are available now.

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How do I get into the storage facility?

Once you have signed up and completed your booking for your storage unit, you will receive an email with your unique access code that will allow you to enter and exit the storage facility. Just enter this code at the keypad by our gates and you can get started.

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If I rent an upper floor storage unit, how will I access it?

We have a mobile staircase on site which can be used to access your upper floor storage unit.

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Can I visit the site before renting a unit?

Definitely! If you just want to take a look at where we’re located or assess access, you’re welcome to come and have a look from outside the facility at any time. Our sites are unstaffed though, so If you need to see inside our units, please get in touch so we can arrange an appointment. Alternatively, check out our Facebook or Instagram to see photos from inside our different unit types. Please note that we cannot guarantee allocation of specific units, and units available for viewing are dependent on whether we have any vacant at the time of request.

 

How do I open the container doors, or lock my unit?

You will need to supply your own padlock for your storage unit and you are responsible for locking it securely. We require that you use a closed-shackle padlock to fit inside the lockbox on the front of the storage unit. If you need a hand using your padlock just speak to one of our team members on site!

 

I’ve lost the key to my padlock.

If you have lost the key to your padlock, you must inform us at your earliest convenience. We might be able to get a member of the team to help you, depending on if they are available. Failing this, we would recommend contacting a local locksmith to remove the padlock for you. Please ensure that  you contact us before calling a locksmith, as we would want to avoid any damage to our storage units before they start.

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Can I leave/park my vehicle onsite?

Parking is permitted whilst loading or unloading from a customers storage unit. However, no vehicle should be left onsite unattended. Any vehicles left onsite unattended or abandoned will incur additional charges and/or be towed off-site.

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Where do I put my rubbish or waste?

All rubbish or waste brought to the site must be taken away and disposed of properly. There are no bins available at our facility and we do not dispose of any rubbish on behalf of customers. We will issue additional charges for cleaning/disposal if any mess, litter, rubbish or waste is left on site.

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Are there any restrictions on what can be stored in the units?

You can store most household items or business goods within our units, but there are some items that are prohibited. Check out our list of prohibited items here. If you’re unsure about something you wish to store, give our team a call and we can advise accordingly.

 

What if I find a better deal elsewhere?

We believe that we have the most competitive prices for self-storage available within London and the South East. If you think you’ve found a cheaper deal, just give us a call and we’ll do our best to match the price you’ve been quoted. Alternatively, you could look at what discounts we have available right now by clicking here.

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Is the site secure?

Our sites have secure perimeter fencing, flood-lighting, ultra-modern CCTV cameras, and access control systems supplied by trusted global providers. Our security systems keep a detailed log of who is on-site at any given time, and give remote alerts in the event of anything unexpected happening. We take great pride in always keeping the site clean and secure.

 

How do I know I can trust you?

We are accredited members of the Self Storage Association UK (SSA UK), FEDESSA and the Container Self-Storage & Traders Association (CSTA). This means that we meet their strict criteria on customer service, health and safety, site maintenance and security measures. We also participate in the Tick Box campaign, facilitated by Trading Standards, to help keep our facilities crime-free.

 

If you have any further questions, please give us a call and a member of the team will be happy to help you.