Question 1

How do I arrange storage at Ponteland Self Storage?

Accepted Answer

You can call us directly on 07922 555 477 to discuss your requirements, email our customer service team, or visit our website where you can find more information and fill out a contact form. Our professional team are ready to assist you with selecting the right storage unit to suit your needs, answering your questions, and guiding you through the process.

Question 2

What size containers are available?

Accepted Answer

Mainly 20ft with a limited number of 10ft containers available.

10ft container (80sq ft) -

Internal Dimensions: 10ft x 8ft  (3m x 2.4m)
Approximate Capacity: These containers can hold around 680 cubic feet or 19.3 cubic metres.
The smallest storage container we offer which is comparable to a small garden shed or garage. Perfect for when you have an overflow of items that you are having trouble storing at home.

20ft Container (160sq ft) -
Internal Dimensions: 20ft x 8ft  (6m x 2.4m)
Approximate Capacity: These containers can hold around 1,170 cubic feet or 33.1 cubic metres.
Will comfortably fit the contents of a 2-3 bed house, and is a great option for businesses who need to store stock or office equipment.

Question 3

How will I access the site?

Accepted Answer

Our site access is via an electronic fob electric gate system that allows customers on site using one of our programmed fobs. The fob is presented to a pad on the gates and swiped upwards or downwards on site to open the gates allowing access. The fob is programmed to only open the gates on the site during the period of hire and will be deactivated when you are no longer hiring the container.

Question 4

When can I get access to the site?

Accepted Answer

We know that our customers have different needs as to when they want to access their container. So whether you need access early in the morning to take tools out of your container for work, or you need to be in last thing at night you will be able to get into your container at a time that suits you, so we've made sure access is available to our customers. 24 hours a day, 7 days a week, 365 days a year.

Question 5

How do I gain access to my container?

Accepted Answer

For access, remove the locking bars and open the door slowly. once opened, reposition the handles back in the rests to prevent closure. you can also place an object in front of the door to prevent it from shutting while you’re using the container. Take care in high winds as an open door can swing without warning.

Question 6

Do I need my own padlock?

Accepted Answer

No,  we provide you with a high security lock and key to your container. Our customers are required to use our high security padlocks as they are specifically designed for the lock boxes on the containers. We do not allow other padlocks to be used in case customers lose their padlock keys, in this circumstance we would need to cut off the lock box to re-gain access which would be at a considerable cost to us and you as the customer for the repairs required to do so.

Question 7

Are my goods insured?

Accepted Answer

It's crucial to note that the responsibility for your belongings rests with you, and due to the absence of detailed records regarding the items you store with us, our company  insurance policy cannot comprehensively cover your possessions. Therefore, we highly recommend taking out storage insurance to give you that extra peace of mind when hiring with us.

Question 8

Are your units weatherproof and clean?

Accepted Answer

Our containers are all brand new, weatherproof with 14+ air vents, multiple lashing points. polyurethane (PU) coated floors and easy-oening door bars. 
Each time a customer returns keys to us the containers are checked and cleaned before they are hired out to the next customer.

Question 9

Do the containers suffer from condensation?

Accepted Answer

The units are designed to keep contents dry and secure from the elements whilst travelling in the open air across the ocean in the worst of weather.  So as long as you put your contents in dry and secure, that is how they should remain.  Our units have plenty of air vents (14+), to ensure the best possible air circulation to reduce condensation and regulate the teperature inside.
However if you put in damp or wet items at any time, or you enter and leave the unit during wet or misty periods, you can inadvertently create a situation when condensation could occur.  If you are worried about the impact of this, then you can take precautions by placing moisture absorbent products that will absorb moisture from the units environment.

To reduce the possibility of moisture and condensation and mitigate its potential impact follow these basic rules:
Do not block the air vents from inside the storage unit.
Place your items so that air can circulate freely around stored items, containers and boxes. Do not place items directly against the wall of the unit, as they reduces the ability for air to circulate.
Plan to enter your units on dry days. If that is not possible, ensure you come back ASAP on a dry day so the dry air circulates inside the unit.
Any white goods, such as dryers, washing machines and fridges etc, are defrosted, cleaned thoroughly dried where applicable before storing.
Remove any damp debris off items such as lawn mowers, quads, motorbikes, canoes, and pushbikes etc.
Do not store clothing such as wetsuits or beach items that are damp or wet.
If you see dampness within your unit, dry it before you leave with a cloth or old towel etc, ensuring you do not leave them behind.
Where possible check your unit once a month on a dry and sunny day to ensure there is no damp or condensation build up.

As long as the air can circulate and the air vents are not blocked this greatly reduces the chance of condensation occurring.

If you have serious concerns about any potential threat of condensation then we can supply you with a “Moisture Pole” such as “Absorbpole” for a reasonable fee.
These have the proven ability of calcium chloride to aggressively remove moisture from the air, specifically designed for the likes of storage containers for several months.  They are designed to hang in the storage recesses meaning minimal space is required.  They are a one use item but are none toxic and recyclable and can be disposed with regular waste.

Question 10

Do I have to pay a deposit?

Accepted Answer

To reserve a container the first months rental is due in advance plus a small key deposit of £25, more as reminder to return the key to us when you have finished hiring the container. Once the key is returned you will receive a refund of your key deposit.

Question 11

Is there a minimum hire period?

Accepted Answer

Our minimum period is one month. We do ask you to pay for a full months storage when you first hire the store but we’ll refund any full weeks you’ve paid for but not used after the initial month's hire when you return the key to us.

Question 12

How do I pay for the container hire?

Accepted Answer

When you first hire the container from us, we ask you to pay for one month's storage and a refundable key deposit via bank transfer. We will then invoice you on the move in date of each month until you vacate your container and return the key to us. We can send your invoice to you by email or by the post. Just let us know which method you prefer when you complete our agreement and collect your key. When you receive invoices from us payment is due on receipt with payment made by standing order. 
We will give you our bank details when you become a customer and these will show on all invoices and statements.

Question 13

Do I need proof of ID?

Accepted Answer

If you would like to hire a storage container with us, then you must make sure to bring along photo ID when checking in and collecting your keys.
Acceptable forms of ID include a Drivers Licence or Passport. 
Please be aware that we will not be able to check you in or give you your keys if you do not bring your ID with you.

Question 14

Do I need to tell you how long I need the container for?

Accepted Answer

No. You can hire the container for as long or short as you like subject to our minimum hire period of one month. We will continue to invoice you each month until you let us know you are no longer using the container. Please notify us one week prior to your move out date. 
It is important for you to tell us when you’ve emptied the container and returned the key to us otherwise we’ll continue to invoice you.

Question 15

Is the storage secure?

Accepted Answer

All of our units are integrally secure including a high security lock and other physical measures. Our site is accessed via an electronic gate system and only our customers have access to the site. Only you have a key to your store. We also provde 24 hour CCTV monitoring and floodlighting for security and safety on our site.

Question 16

What am I not allowed to store in the container?

Accepted Answer

There are a number of items that you are not permitted to store in any of our containers. 
These include:
Non road legal bikes or Quad bikes
Chemicals / explosives / highly flammable goods
Unlicensed / hazardous goods
Illegal items such as weapons, drugs, firearms, etc
Perishable food items

Question 17

What do I do when I’ve finished using the container?

Accepted Answer

When you’ve emptied the container, give us a quick call on 07922 555 477 so we know the date you stopped using the store.  If you can then drop the key in the letter box on the gate and we’ll pick it up when we’re next on site. We will then update your account and refund any unused full weeks of the month that you’ve paid for but not used together with the deposit you paid for the key when you first hired the container. Excluding the first initial minimum hire period of one month.

Question 18

Can I leave things in the store for you to dispose of?

Accepted Answer

When you are ready to vacate the store, we do ask you to take all of your belongings with you. It is really expensive for us to dispose of rubbish and items left in your container as a commercial business. Unfortunately, we will charge you for the disposing of goods left in the container after you vacate.

Question 19

Are there any additional charges?

Accepted Answer

Lost/Mislaid/Additional Keys
If you lose or mislay your key on or close to site, we will be required to change the lock or place an additional lock as a temporary measure. As the site manager will need to visit the site to change the lock, or to place an additional lock to temporarily secure the container, a callout fee of £50.00+VAT will be applied, plus an additional key charge of £25.00+VAT
If you are certain that the key has been misplaced away from site, so is non-urgent, and a site managers visit is not required, we will change the lock/place additional lock when the site manager is next on site. This is at your own risk. In this case, the additional key charge of £25.00+VAT will be raised, and we will post the key to the address on the account. If you need a replacement key urgently and need a site manager to meet you, a callout fee of £50.00+VAT will be applied, plus an additional key charge of £25.00+VAT. No duplicate keys are not kept on site which will affect same day availability. 
If you require additional key(s) we can usually accommodate this.  We will take an additional key charge of £25.00 inc VAT per extra key ordered. This covers our costs to get additional keys cut. We will take requests for additional keys from the account holder only, or in the case of a company, on the authority of your main office, with a named person collecting, or posted to the address on the account. Please note that the keys to our locks are a specific secure range unique to Ponteland Self Storage, so cannot be copied.

Lost Electric Gate Key Fob
We have electronic gates where you will use the fob that we provide when you collect the key. If you lose this fob, we will add a payment to your next invoice of £50.00+vat to cover the cost of a new key fob and sending it out to you in the post. If you require this immediately, and a site manager needs to visit site to accommodate this, a callout fee of £50.00+VAT will be applied in addition to the fob charge.

Broken Keys 
Our keys are heavy duty for the high security lock that we provide when you take up your store. If you do break your key in the lock and we need to engage a locksmith, this cost is passed on to the customer.  The charge for the locksmith is £65+vat callout, which includes the first hour, then £36.00+VAT per hour/part hour, plus 0.50p+VATper mile return.  The time starts when the locksmith leaves their depot and ends when they return.  If the U Hold The Key site manager is needed as well, a callout fee of £50.00+VAT applies.  Charges quoted are Monday-Friday, 9am-5pm.  Charges outside of these hours will differ. You will also need a replacement key, which the locksmith will endeavour to bring along, which will be charged at £50.00+VAT. Please note that we do not allow customers to arrange their own locksmith or other trade; if any individual does so, they will be responsible for any charges for making good any damage and/or replacement lock/key. Leaflets with advice on dealing with locks in cold weather are available onsite, or via head office.

Operating Issues 
Our stores are steel shipping containers with a very secure locking mechanism, which needs to be opened and closed in a specific manner.  When opening and closing the store, you must ensure that the bolts are aligned correctly, and that you remove the necessary parts of the lock, or you will be unable to operate the doors.  Our site managers, as part of the key collection appointment will ask if you are familiar with the locking process and will demonstrate if necessary. Callouts for user error will be charged at the standard callout rate of £50.00+VAT.

Damage to the container
Our storage containers must not be damaged in any way by the hirer of the container, this includes all entities of the storage container, doors, lockbox, flooring, internal and external walls. If we are notified of any damages that have occurred during your hire period, we will be required to repair this and invoice in accordance of the repair.

Vacating your container 
When you are vacating your storage container, we ask for you to remove all your belongings before returning the key. If anything is left in the container, we will first contact you to remind you to remove the goods left. If you do not clear the container within a reasonable time, we will dispose of your goods, and raise a minimum charge of £100.00+VAT for doing so. The exact charge will depend on the nature of the items abandoned, eg hazardous waste, or items that need to be disposed of by 3rd parties such as refrigeration equipment will be determined by the costs to Ponteland Self Storage.

Vehicles left on site 
Our site has drive-up access, and you are welcome to drive your vehicle to your container for loading/unloading, as long as you are not restricting access to other customers’ containers.  However, for the safety of all users, we do not allow vehicles to be left on site unattended. If a vehicle is left on site, we will follow our procedure to attempt contact with the vehicle owner/keeper to agree a timescale to have the vehicle removed.  If the owner/keeper cannot be located or an agreement is not adhered to, we reserve the right to have the vehicle removed by a third party.  All associated costs will be passed on to the owner/keeper of the vehicle.

Question 20

What can I not store in my unit?

Accepted Answer

You must never store materials that are illegal, dangerous or combustible liquids or items such as solvents, glues, petrol, oil, fuel, asbestos, tyres, toxins, compressed gas, explosives, fire works or any such items.  Additionally you cannot store livestock or any other living creatures, or items that could attract vermin or insects.

Question 21

Can I run my business from my storage unit?

Accepted Answer

Your licence agreement allows you to come to drop off and pick up items from your storage unit at any time during the sites operational hours. There are no services provided on site such as electricity, water or toilet facilities, and you cannot use the site or your storage unit to actually run your business from, or be actively working within your storage unit on site.

Question 22

What are my responsibilities?

Accepted Answer

Never post pictures of the site or the contents you are storing on social media, as they may attract unwanted attention. Other than ensuring your payments are received correctly, you simply need to ensure that you access the site and use your storage in a responsible manner that does not impact negatively on other users or the sites environment and good running.  Additionally you must ensure automatic payment for your storage is setup and maintained.  When your wish to terminate your storage agreement you leave your unit clean, empty and undamaged.

Question 23

Can I store my car/motorbike in a container?

Accepted Answer

Yes, we would recommend measuring the width of the car prior to hiring a container as all of our containers are 8ft wide and you will need to allow room to open the car door once it is in. 
The only thing we do ask is that if your vehicle is prone to oil leaks, that you place a piece of old carpet or thick cardboard underneath it to avoid damage to the container floor which you will be charged to replace if damage occurs.

Frequently Asked Questions