FAQs

Here are the answers to our frequently asked questions. CitySpace storage can help with all your storage needs, so if you have a question that’s not answered below, drop us a line and we’ll be in touch shortly.

Q. Is there anything I cannot store?

There are only a few things you can’t store with us:

  • Food or perishable goods, unless securely packed or protected.
  • Birds, fish, animals or any other living creatures.
  • Combustible or flammable materials or liquids such as gas, paint, petrol, oil or cleaning solvents.
  • Firearms, explosives, weapons or ammunition.
  • Chemicals, radioactive materials or biological agents.
  • Toxic waste, asbestos or other materials of a potentially dangerous nature.
  • Any item which emits any fumes, smell or odour.
  • Any illegal substances, illegal items or goods illegally obtained, including counterfeit goods, illicit (smuggled/counterfeit) tobacco, illicit alcohol, unlicensed medicines and unsafe goods (including toys, electrical items, cosmetics and fireworks).
  • Compressed gases.

Q. How secure are your stores?

Our facilities are very secure. We provide monitoring 24 hours a day, 7 days a week. Intruder and fire alarms are monitored permanently along with our CCTV.

Access around the stores is restricted depending on where a customer’s space is located.

Access to the store is controlled by an advanced system that records every entry and exit to the premises and each time a door is opened or closed.

Q. What is the easiest way to pay?

The easiest way is by Direct Debit or automatically by credit or debit card.

Q. What cards don't you acccept?

We don’t accept American Express or Diners Cards.

Q. What packing materials are available?

We stock the most common types of packing materials including boxes, bubble wrap, tape and covers, which you can purchase at the store or through our online shop.

Q. When are your stores open?

Our stores are open from 9:00 to 17:30 Monday to Friday.

Occasionally, we have a need to close the store’s reception. When doing so we will always give as much notice as possible to ensure we minimise any inconvenience. To stay in touch with key announcements and news, follow us on Twitter and Facebook.

Q. Can I move out during the night?

Once you have given notice and completed the leaving process, you will be able to gain access to your storage during our opening hours (8.30am to 7pm Monday to Friday) to remove your possessions. Please note the necessary paperwork must be completed prior to you moving out.

Q. What do I need to do to move out?

To leave CitySpace storage you need to contact us to complete the leaving process. This will provide you with a vacating date. Once your storage facility is empty, it will be checked to ensure it is clean and you will then need to sign a notice to say that you have vacated the space and terminated the storage agreement.

Q. What notice do you need for me to cancel my storage solution?

We require a minimum of 14 days written notice that you no longer require your storage solution. This can be given by letter, email, or in person – just visit the store’s reception and ask to complete a leaving form.

Q. What time limit is there to move in?

None. We only ask that you arrive at least half an hour before the store reception closes. This gives us time to complete the move in process prior to performing our end of day routines to close the store. Once you have an agreement with us you can stay after-hours and enjoy free access to your space in order to complete your move. However, if we are performing the removals for you, then generally we would like to arrive at your premises in the morning and be finished prior to our stores’ closing times.

Q. Can I move in today?

Yes. All you need is to bring along your ID and your possessions and pay. You can reserve online in the morning and move in during the afternoon. Alternatively, just call CitySpace Storage or visit us, we are here to help.

Q. Do I need to be present when moving in?

No. If you are not going to be available the day that your possessions are delivered, then you need to have completed the move in process prior to that day. You can complete all of the paperwork and make the payment a week before you move in – we will only bill you from the day your possessions arrive.

Q. What is the minimum storage period?

Our services and storage periods are tailored to meet your needs and will be created as part of your sign up process.

Q. How long can my possessions be in storage?

As long as you need. We have no maximum stay policy as our storage services agreement is a rolling month on month agreement.

Q. How much does your insurance cost?

Our insurance cover is charged according to the value of your possessions. Please ask for a competitive quote.

Q. How do I value my possessions?

The value of your possessions stored is the figure that you will be required to spend should you need to replace them today. This is called the True New Total Replacement Value.

Q. What is your insurance cover ?

We provide a fully comprehensive, new for old policy. Full details can be found at CitySpace storage.

Q. Do I need to insure my possessions?

Yes. Whilst your possessions are within our store, they need to be insured either through CitySpace storage cover or by your own provider.

Q. Do I need to use your insurance?

No. You can insure your possessions under your own insurance policy, however the policy must state that it covers your possessions whilst within a storage facility AND name the store that you are using. You will need to show your certificate as part of the up process.

Q. What ID do I need to store with CitySpace Storage?

You are required to provide one form of Photographic ID and a proof of address which must be within the last 3 months. We hold records of all our customers for security reasons.

Q. What if I don't have a Photo ID?

If you are unable to provide photographic ID, you will need to have a friend or family member take out the agreement on your behalf. We will name you as the owner of the goods and you will be able to access them just as if you had the agreement in your name.

Q. Does it cost to reserve a space?

Initially we take a £10 reservation deposit, however, this is refunded when you move in, so to reserve a space is free once you have moved in. Please note that if you reserve a space and don’t move in then the fee is non-refundable.

Q. Can I donate my refund to charity?

Yes you can. We support local charities and if you wish to donate your refund to one of these, then please let the store manager know in writing and we will take care of the rest.

Q. Can I add and remove items once I am storing my possessions?

Yes. You can access your possessions at any time during your stay with us.

Q. Can I bring my pet along when I visit?

No. Unfortunately we do not allow any live animals within our storage facilities except for assistance dogs and guide dogs for the disabled.

Q. Is there damp in the building?

No. We monitor our stores constantly and have a facilities team available to perform preventative maintenance and any emergency repairs should they be required. We are very proud of the high quality of our storage facilities and the safe, clean and dry environment we provide.

Q. Do you provide snack machines or kitchen facilities?

We always like to chat and discuss your needs so we can provide you with a refreshing glass of water from our mineral water cooler. There are no kitchen facilities within our stores currently.

Q. Do you have trolleys?

Yes. All our stores have trolleys that are free to use for all our customers. We also have sack trucks and pallet trucks if you are a business. All that we ask is that you only use what you need and return the items to the loading areas once you are finished with them.

Q. Do you have lifts?

Yes. All our stores are equipped with high quality lifts where necessary. Generally the weight limit is 26 people or 2000KG

Q. Do you have parking?

Yes, there is ample parking for customers as well as loading and unloading areas.

Q. Are there toilets?

Yes. Each of our storage facilities has toilets and disabled toilets. These are clearly marked and available to use when we are open.

Q. Do you price match?

We do price match. We will match any written quote from a competitor provided they provide the same level of service, the same storage environment and that they are located within a three mile radius of CitySpace storage. Finally, this offer is subject to space being available for you to use within our premises.

Q. What if I reserve the wrong space?

Don’t panic. We are a storage solutions company and we can amend the space to suit your requirements when you arrive. We always recommend that people pop in so they see the space, the store and most importantly meet the staff. But most importantly, we like to meet you and have a chat to make sure we know exactly the service you need. Changing rooms is also free of charge and you can do it as many times as necessary during your stay.

Q. Who can access my room?

You, your authorised agents that you specify and us. We generally access your space to store your deliveries as part of our service, or to allow collections. Also we may move your possessions to a more suitable space to help manage your service charges ensuring that you only pay for the space that you need and don’t incur unnecessary charges. This is great for when you are working away or travelling abroad and sending things back to your space for safe keeping.

Q. Can I let other people access my space?

Yes you can. You can set up as many people as you require to have access to your possessions. All we need is their name on your account and we can provide individual access codes to them so you can see who had access and when. This is great for businesses that require extra management solutions.

Q. Can I gain access to my space at any time?

Yes, the Knightsbridge store gives you 24 hours access to your storage space. If you are storing in Bloomsbury extended reception hours are Mon – Sat: 06:00 – 23:00, Sun & Bank Hol: 08:00 – 20:00. Speak to a member of our team  if you require special access.