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FAQs
We’re here to answer any questions or help with any issues that you might have.
How do I get to my unit when reception is closed?
Enter your unique PIN code into the keypad on the main gate, drive in, and then enter your code again to access the store through the sliding doors or the lift.
If you have set up a registration plate with us, our main gate will open automatically using our unique ANPR number plate recognition system!
Who will have access to my unit?
Only you will have access to your unit. You will be assigned a unique PIN code to access the site 24 hours a day 7 days a week, and you will place your own padlock on the door. Our newer stores have app-controlled locks which will be controlled only by you. If you would like other people to access your unit then they can do so with your permission and using your code. We can also allocate different access codes if you need multiple people to have access and want to maintain control, for example, if you are using the unit for your business and want your employees to have access. No one else has access to your unit, not even us!
Do you have any customer toilets on site?
Yes, we have toilets available for customer use 24 hours a day, 7 days a week on each of our sites.
Will my unit have a power socket?
If you do need either power or light to your unit then please do let us know and we can make suitable arrangements (there may be a small charge for this).
Will my unit have a light in it?
All our larger units are already fitted with lights.
If you do need either power or light to your unit then please do let us know and we can make suitable arrangements (there may be a small charge for this).
Do you have lifts?
Yes we have lifts at all our stores.
What happens if there is a problem when reception is closed?
If you have any problems at all when you access your unit outside of our office opening hours then we have an out-of-hours number that you can call. This number can be found in multiple locations around the site and also in your online account.
Do you have smoke detectors on site?
Yes, we have an advanced smoke detection system which is designed to pick up traces of smoke and activate alarms as early as possible. We also have enhanced fireproofing in our floors and ceilings to impede the travel of any fire so that anyone in the building has ample time to leave.
If you hear the fire alarm, please leave your belongings and evacuate the building quickly but calmly via the nearest exit.
Is there space to work on site outside my unit?
Some of our sites have workspace pods that you can hire. These are small desk areas, designed for one person, with power and WiFi within a communal area, you can make use of our printer and help yourself to a hot drink too. Ask our teams for full details.
Can I use my own padlock?
Yes, of course you can! However, if you do need one, we sell insurer-approved padlocks from reliable brands at our receptions for as little as £8. And at our newer stores, you won’t need a padlock at all as our units are equipped with app-controlled locks.
Can I have deliveries to my unit when I’m not there to collect them?
Yes! We completely appreciate that delivery times can be very difficult to predict and that you can’t hang around waiting for things to arrive. That’s why we offer a complimentary goods receipt and dispatch service.
Can you arrange transport for me?
We want to do everything that we can to make your move in and out as smooth and stress-free as possible and that includes making recommendations from our trusted network of suppliers or even arranging the services for you.
What forms of payment do you take?
We take all major credit and debit cards. We do not take cash or cheques. If this causes an issue then we can work with you however we will have to levy a handling charge for this. Bank transfers can also be made on a case-by-case basis, but not for ongoing regular payments.
How much time do I need to move in?
This really depends on how many things you have. When you check in online then you will only need 5 minutes to get your PIN code and safety details from reception before you can access your unit. After that, you’re free to take as much or little time as you like.
If you need help in estimating how much time to allow or need help with the process then please do speak to our team – we will always try to help if we can!
Can I check in in store?
Checking in online is preferred by most of our customers as you can do it from the comfort of your own home with any documents to hand that you might need. We do understand though that this isn’t for everyone and of course you are welcome to do this in-store either by yourself or with a member of our team to take you through the process.
Is it possible to help with checking in?
Absolutely – our aim is to make sure that you have a great experience in using self-storage and our team is available to help at any stage including the check-in process. We can help over the phone or in-store.
What happens if I forget my access code?
We will give you your access code on move-in day and also send you a text message containing your code so you will always have this to hand.
We do understand though that with all the passwords we have to remember these days it can be tricky sometimes. You can request a reminder from your online account or reset your code. For security reasons, a code reset will automatically be delayed to allow for notification to be received by the account holder.
If you require an immediate change of code, please contact reception who can do this in person or over the phone, once you have confirmed your identity.
Can I move things out earlier than I had planned?
Of course – you are free to move out when you like. We’ll even refund any unused rent along with your deposit. Please don’t forget to observe our notice policy here.
What is the process for moving out?
We do ask that you give a month’s notice but you are welcome to move out before this date. Just empty your unit making sure to take any rubbish with you and then complete the checkout process so that we can refund your deposit and any unused rent.
Do you support the local community?
We believe in supporting and contributing to the communities in which we operate. We regularly make donations in the form of time, storage space, and/or money to local charitable causes. We are also an accredited London Living Wage employer and make sure our staff are fairly rewarded. You can read more about our work in this area here.
How do I make sure I receive updates from you?
We keep all of our customers informed of any access changes or work on-site via email. Additionally, if you want to find out more about what we do in the community or for features and articles then please do follow us on Facebook, Instagram, Twitter or LinkedIn.
Do you have parking at your sites?
Yes, all of our sites have space for parking whilst you are loading, unloading, or visiting your units. Our sites are also well connected by public transport so if you’re not moving things in or out and prefer not to drive then reaching our sites is still easy.
Please note that some of our central London facilities may have restricted parking available. If this is a concern please speak to a member of our team and we will work with you to avoid any issues.
Where are your London sites?
To see a full list of our sites then please use our location finder which you can access here.
Do you have WiFi available in your units?
Yes, we provide complimentary WiFi for our customers throughout our buildings.
What happens if I can’t pay my bill?
Full details of this will be explained during the check in process however if your situation changes and you believe that you might have difficulties then we would urge you to call us and discuss this as soon as possible. We will do all that we can to help.
Do you have an archiving service?
Yes, we offer a very flexible archiving service. We are also ISO 27001 accredited so you can be certain your documents are in safe hands with Attic Self Storage! You can store from as little as 1 box and we charge on a per-box basis.
Each box will be given a unique code and we can collect these from you and return them whenever you need them. Please call us on 020 8981 6800 or email [email protected] for more information, to discuss your requirements, or for a quote.
What’s the maximum time I can have a unit for?
There is no maximum – you can stay as long as you like. Some of our customers have been with us for years!
Do you offer any discounts?
We often have a range of discounts and special offers available on selected units. We do also offer discounts for advance bulk payments which can also be combined with other discounts. You can see full details of our offers on our location pages.
Are you accredited for business use?
Yes, we have achieved ISO 27001 status which means that we have rigorous systems in place to safeguard your information. This confirms that we have a high level of processes that we adhere to and also that we are continuously working to improve these processes. You can read more about this accreditation here.
Do I need to come to reception to access my unit?
No you don’t.
When you initially move in, you will need to go to reception to receive your PIN code. But after that, all you need to do is enter your unique PIN code into the keypad on the main gate, drive in, and then enter your code again to access the store through the sliding doors or the lift.
If you have set up a registration plate with us, our main gate will open automatically using our unique ANPR number plate recognition system.
Do your quotes include any protection for my goods?
Any charges for our extended liability cover, StoreProtect are separate from the storage charges.
Is insurance compulsory?
Your goods must be protected whilst in store with us. We provide a convenient solution with StoreProtect or you can source your own insurance elsewhere. Our store teams can help with this.
Is there an admin fee at the start of the contract?
No, we do not charge admin fees at the beginning of the contract. All you need to budget for is your storage rental, insurance, deposit and a padlock should you need one.
How much does StoreProtect cost?
The charges will be dependent on the size of your unit and how much your belongings are worth. Usually, our customers prefer to arrange this on the day they move in as this is the best time to know exactly what is in the unit.
Do you offer discounts for up front payments?
Yes, we offer pre-pay discounts. We will take 5% off your monthly storage costs for customers that pay 6 months in advance and 10% off storage costs for those paying 12 months in advance.
Do you offer discounts for NHS staff?
Yes, we offer a 10% discount for NHS staff on provision of relevant identification.
Do you offer discounts for charities?
We currently work with 20-30 charities and are always looking to support local causes so please speak to our store team to discuss this further.
What size storage unit should I get?
You can use our storage calculator to estimate the size you’ll need
How often can I have access to my unit?
You will have 24 hour access to your unit, 7 days a week which is all covered in the standard price of your unit.
Can I move into my unit on the same day I book it?
Absolutely, our store teams are ready to assist you during our store opening hours however we can also offer contactless move-in out of hours. Once you have completed your quote, you can reserve and check-in online. If you do plan to move in when our receptions are closed then please contact the store first.
Do I need to make an appointment to access my unit?
You don’t need an appointment, you can visit as little or as often as you like.
Can you help me load / unload?
We’re not able to help you directly however we do have a range of suppliers who can help with removals that we can contact on your behalf if you would like.
How can I get a quote for the man and van service?
We work with local and trusted man and van services which one of our store teams will be able to help you with.
Do you offer space that can be used for band rehearsals?
We’ve many musicians who store with us, depending on your needs, we may recommend sound proofing the unit. It would be best to speak with our store team so we can help you further.
Could I use the unit as a gym?
You are welcome to use your unit for personal exercise
Can I hang anything on the walls of my unit?
Unfortunately we are not able to let customers affix anything to the unit walls however you are welcome to use freestanding storage.
Can I store dry food?
Yes, as long as the food is stored in sealed plastic boxes with a lid, this will be fine. The only food item that we cannot allow in our storage units is flour due to its combustibility.
Are there any restrictions on what I can store?
You can store most things, although there are some excluded items and others where restrictions apply. Details of these items can be found here.
Are the storage units heated?
No, our storage units are not heated for safety reasons
What is the temperature in the storage units?
Our units are not climate controlled and so would fluctuate in line with the external temperature.
Do your units come with lights?
We don’t offer lighting in units as standard but, if necessary, this can be arranged. Please speak to one of our store team.
Do your units have WiFi?
We have high speed WiFi throughout all of our stores and units
Do I need to supply a padlock?
Units at our Bow site all require padlocks. We sell insurance-approved Yale padlocks in-store or you are welcome to bring your own. Units in all of our other stores have electronic, app-controlled locks and so no padlock is needed.
Can I store a vehicle in a unit?
We cannot have flamable or combustable substances stored in our units which includes gas, petrol, oil, or any item that emits fumes. Therefore to store a motor vehicle, the engine must be drained and it must not contain any fuel.
Do you offer PO box or mail box rentals?
Yes, we offer mail box rentals at our Bow site and you can have up to 4 addresses.
Do the units have power?
We are able to provide power to some units. Please speak to our store team to check the availability of this.
Are your units suitable for storing artworks or paintings?
Our units are dry, safe and secure and suitable for storing all types of artwork or painting. We do however have a standard overall limit for these items in each unit so please speak to one of our store staff members if the total value of artwork exceeds this.
Are your facilities free of damp?
All our units are clean, dry, and perfect for all types of storage.
How high are the storage rooms?
The standard height of our units is 2.3m but if you envisage needing more space then do speak to a member of our store team and we will do what we can to help.
Can I view a storage unit first before booking?
Yes, we would love to show you our units and facilities. You can take one of our virtual tours arrange a video tour with one of our team or visit us in person – whatever works best for you.
How do I reserve a unit?
All our units can be booked online, on the phone, or in person. You can get a quote and reserve one here
Do I need to be a UK resident to use your facilities?
Of course, we welcome customers from worldwide
If I reserve a unit can someone else move my things in?
Yes, just reserve a unit as usual and then complete the check-in process. Following that anyone you nominate can move in your things.
Will I have to sign a storage agreement?
Yes, we will need you to sign a contract, similar to if you rented a home however at Attic this is all completed online.
Is there a cooling off period after paying a deposit?
Our reservation fee is fully refundable so if you change your mind there is no issue. If you do move in then any reservation fee will be offset against your first invoice
What is the minimum time I can store with you?
We do not have any minimum length of stay but we do have a minimum spend of £75. You are welcome to keep your unit for as long as you like.
What is the minimum age for renting one of your storage units?
The minimum age is 16 however we will require additional supporting identification from an adult for those under 18.
Do I have to give notice to leave?
We ask for 1 month’s notice to leave. You can always extend this if you decide that you need to stay longer and we will also refund any unused rent.
Can you accept courier deliveries?
We offer a complimentary collection and receipt service for deliveries.
What business support services do you offer?
We have a wide range of support for businesses which includes; 24 hour access, access for your employees using individual PINs, complimentary commercial grade WiFi, complimentary parcel receipt, and at our Harrow and Beckton store, workspace pods where you can work in comfort away from your unit with access to a printer and hot drinks.
Do you offer file storage?
We offer an archive service which is ideal for storing documents for the long term. We are also able to offer a collection service for this.
Do you have work spaces for customers?
Yes, we offer work space pods at our Harrow and Beckton facilities. These are available to hire on a daily basis and offer a comfortable place to work away from your unit with access to power for charging appliances, wifi and hot drinks
Are the work pods only available to storage customers?
Our storage customers will have priority for the pods however if there is availability then this is possible.
How much do the workspace pods cost?
The workspace pods cost £10 per day and include use of the pod during the reception opening hours, access to plugs to charge portable devices, access to a printer and to hot drinks.
How do I access the workspace pods?
The pods are situated just off the reception area and available during the reception opening hours.
Do you have power sockets in the pods?
Yes, users have access to power sockets to charge portable electronic devices such as phones and laptops, reasonable use of the store printer, hot drinks, and WiFi
What size boxes do you have?
We offer a whole range of packing boxes in different sizes. You can see the full range here.
How long have you been in business?
We opened our first site in Bow in 2008 and now have 4 sites across London
Why should I choose Attic?
We are a London Living Wage employer and actively support our local communities. We aim to make the self-storage process as simple as possible for our customers and will support you at every step of the way. You can complete the entire process online should you wish. You can read more about our values and why you should choose Attic here.
Are you members of any trade organisations?
We are members of the UK Self Storage Association (SSA) and FEDESSA. We are also an accredited London Living Wage Employer
Do you have any job vacancies?
We are always looking for talented individuals to join our team. Have a look at this page to see our latest vacancies or send a CV to [email protected]
How do I get to my unit when reception is closed?
Enter your unique PIN code into the keypad on the main gate, drive in and then enter your code again to access the store through the sliding doors or the lift. If you have set up a registration plate with us, our main gate will open automatically using our unique ANPR number plate recognition system!
What happens if I can’t fit all of my things into the unit I have reserved?
Don’t worry, this is much more common that you might think. Our teams will always try to accommodate your needs and allocate you a more suitable unit or extra space whenever possible.
What ID will you accept?
Our online check-in system will require a valid passport or driver’s licence. If you don’t have either, you can store with us and will need someone else to enter in to the storage contract. These requirements and the ID background checks we carry out are part of our commitment to ensuring the safety of all our clients and their belongings.
What is the check in process?
The check-in process is where we get you set up with an online account, confirm your ID (either a passport or a driving license), take payment details, and carry out some background security checks.
You can complete this process at any point after reserving a unit and can do this online from anywhere – even from your sofa – just like checking in for a plane. This means that when you come to the store on move-in day, you won’t need to waste any time completing paperwork and won’t need to carry your ID either.
Your unit will be ready and waiting. And don’t worry, you don’t need to print anything out – any information will be stored in your online account.
Do I need to bring ID with me?
You will need one proof of ID (either a passport or a driver’s licence) to complete the online check-in. However, if you do this today from the comfort of your own home, you won’t need to bring any proofs of address or ID with you on move-in day.
Do I have to come to the site to reserve a unit?
No, you can complete the whole process online, right up to physically moving in. You can use our online quote request tool to see pricing, reserve your unit online and then check in online right now if you like.
How much storage space do I need?
Our handy storage calculator can be a really helpful tool in determining this, however, our experts at each of our facilities are also trained to be able to advise you too.
We also offer VR tours of our units to help you visualise their sizes.
Is my unit covered under my home insurance?
It is unlikely that the contents of your unit will be covered by your home insurance. If they are, we will just need proof of this during the check in process. This is to ensure you are fully protected and that we comply with industry standards.
How do I calculate the maximum replacement value of my goods?
Any claims made using our StoreProtect arrangement will be settled on a “new for old” basis for most items, as we believe you should be able to go out and replace any damaged items with new ones. You should therefore estimate the cost that it would take to purchase all of the items in your unit with new replacements. If the contents of your unit change materially, please do let us know so we can update your maximum replacement value.
Do you sell packing boxes?
We have a comprehensive range of packaging materials available for sale in our receptions. We can arrange for these items to be delivered to you. We also offer up to 25% discounts for storage customers so please do speak to a member of our team for more information or help.
What happens if I lose my padlock key?
If you lose your key we can use bolt cutters to break the lock but we do charge for this service and you will need to replace the lock if you continue to use the unit.
Do I have to pay to use your trolleys to move my things?
Absolutely not – the use of these is completely complimentary.
Are there any things that I can’t store in a unit?
There are a number of excluded items such as:
- Living items such as animals and plants
- Hazardous materials such as flammable materials and explosives
- Any compressed gases (other than domestic aerosols)
- Items that could decompose such as exposed foodstuffs
- Unauthorised or illegal goods such as drugs or firearms
For a full list of exclusions and restrictions please review the Store Protect Addendum
What is my notice period?
We generally require 1 month’s notice of your intention to leave. If you change your mind during that time then it’s not an issue, just be sure to let us know. Please note though that if you do not move out within that month then you will need to serve notice again. Naturally for shorter stays this can be less and, once you have completed the check out process, we will refund your deposit and any unused rent. This usually happens within 10 working days.
Are storage units safe?
Our units are very secure and whilst we won’t publish full details (for security reasons) our measures include:
- 24-hour digital CCTV with remote monitoring
- Passive, infrared motion sensors (At Bow)
- NACOSS Gold Guaranteed police response alarm system (At Bow)
- Individual door alarms for every storage unit (At Bow)
- Electronic access control systems with unique PIN numbers for every customer
- Early warning smoke detection system
We also use more traditional measures including vigilance and customer knowledge. So you can rest assured that your things will be completely safe in your Attic Self Storage unit – perhaps even safer than in your home!
Additionally, with our high level of security measures, you can feel completely safe accessing your things at any time of the day or night.
What are the different types of storage units you offer
We have a wide range of storage unit sizes available. Our smallest units are 10 square feet and our largest are 500 square feet and up to 9 feet tall. We also have many sizes in between. We’re sure that we have something that will meet your needs – even if it’s just a mailbox that you’re after!
How do I get my things into storage?
It’s very simple, we can help you arrange removals, transport or van hire, you can do this yourself or you can drive yourself. We have loading spaces on site for loading and unloading and plenty of trolleys on hand to make things easy!
Do I have to sign a long lease?
Absolutely not! You will need to sign a storage license agreement (contract) as part of the check in process but you can stay for as little as one week. The terms of the agreement are largely stipulated by our trade body, the SSA UK and have been agreed with Trading Standards, but if you have any concerns then our teams are always on hand to help.
When are your stores open?
Our receptions are typically open from 8:30 to 18:30 from Monday to Friday, from 9:30 to 18:30 on Saturdays and from 10:00 to 16:00 on Sundays and bank holidays. If these hours do not work for you then please do speak to us. We will always try to be flexible where possible. Once you have moved into your unit however, you will enjoy our 24 hour complimentary access, 24 hours a day 365 days a year.
Can I move in today or do I need to reserve first?
You can reserve a unit right now and drive straight to the store. Alternatively you can also just turn up and we’d be happy to help you find the right storage unit for your needs. Just make sure you have proof of ID ato hand (passport or driver’s license) as you’ll need this to complete our online check-in.
When and how often can I access my things?
Unlike most storage companies Attic Self Storage offer our customers complimentary 24 hour access to their units. This means that you can come and go whenever you like and as often as you like. Our teams are on site every day of the week and will always try to help should you need it – such as with arranging transport and removals.
What is self storage and how does it work?
Self Storage means that you’re able to lock your own units and have total control over who has access to it. If you do ever need assistance though, our team of storage experts will be on hand to help you every step of the way.
How long do I have to stay for?
At Attic Self Storage we usually ask customers to stay for a minimum of a week but you’re free to stay as long as you like and give the notice to move out at any time. We do have a minimum spend of £75. We will bill you monthly and then refund any unused rent when you move out of your unit. Whilst you’re with us you can upsize or downsize your unit or even take another one – it’s all completely within your control.
The terms of the agreement are largely stipulated by our trade body, the SSA UK, and have been agreed with Trading Standards, but if you have any concerns then our team is always on hand to help.
How much does a storage unit cost?
The price of storage units will largely depend upon the amount of space you require but for some context, our smallest units usually cost around £15 per week to rent out.
How do I pay for storage?
We invoice all of our clients on a monthly basis so that you will always pay on the same day each month. We accept credit or debit card payments but don’t accept cash or cheques. You can manage all your payments from your online account.
Do I have to pay anything in advance?
We do charge a small, fully refundable, reservation fee of £25 which is deducted from your first storage payment on move-in day. You will then need to pay the first month’s rent then in advance on the move-in day, and we also ask for one month’s rent up front as (fully refundable) a security deposit – it’s just like renting a house or flat. We usually have special offers which can significantly reduce your first payment, often by up to 50% to help manage your finances for the beginning of your stay.
Do I need to protect my goods while in storage?
We are able to protect your goods with StoreProtect using an arrangement with our industry specialist insurance brokers. With knowledge of the self-storage industry and customer needs, in the unlikely event of loss or damage they handle and process claims quickly and with minimum hassle. We do need to charge for the administration costs of this protection and these charges will be added to your storage costs. You are perfectly welcome to take out your own insurance cover but since it is a requirement of the Self Storage Association UK, we will have to ask for evidence that you have this in place before you can move your things in. Most of our customers do however prefer to use our arrangements as it is the most convenient option.
Are there any hidden costs?
The price that we quote for storage costs includes all service charges, maintenance charges, and rates and also VAT where this applies. In addition to your storage costs, we do charge one month’s rent in advance as a security deposit but this will be refundable when you move out. You will need to make sure you have adequate insurance but we are able to arrange this for you too. Other than that, you just need a padlock. You are welcome to bring your own or we do sell them in-store too if this is easier. That’s it – there are no other charges. What’s more, unlike some other companies, we provide complimentary 24-hour free access, free WiFi, use of our trolleys, and a free goods receipt and dispatch service. If you have any concerns about costs then please speak to a member of our team.
Document Centre
We want to make storage simple for our customers and in this section, you can search for and download any documents that relate to our business and trading.
Attic Self Storage Blog
Here you can find the latest news, charitable activities, and storage-related hints and tips. We hope you enjoy reading them.