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TRANSCRIPT
Little did I know, when I wrote in the editorial for the lastedition, that 2012 would turn out to be so unpredictable andfull of surprises. The first surprise for Head Office has beenthe departure of Jane Massey, after seven years as theAssociation Secretary. We thank Jane for keeping the showon the road since we set up in Nantwich, and for lookingafter our finances most effectively. In wishing Jane everysuccess in her retirement, we welcome Tracey Prigmore as
her full-time successor. May I also take this opportunity to welcome an increasingnumber of new members and the return to the Association of Ready Steady Store.
Meanwhile, the industry has had to face up to its own serious surprises. Securityis a major and key element of our industry. I hope that the recent BBC Watchdogprogramme has encouraged you all, wherever your business is located, to re-double your efforts and tighten up your own procedures to make sure that you donot allow any criminal activity to take place in your facilities. At a meeting inScotland in April, it was made very clear to us all by the local Inland DetectionTeam that counterfeit tobacco products are on the increase, along with otherbanned substances, and are finding their way into self storage units. We mustremain alert to all forms of criminality. The next surprise was the unexpectedannouncement in the Government’s Budget of a change to the VAT status of selfstorage. This clearly and understandably continues to be a significant concernfor two thirds of our industry, many of whom set up their businesses under thecurrent rules. We await the outcome of the HMRC Consultation with interest.
While these surprises have affected our focus for a while, work continues onimproving the benefits available to members. In this edition there is an excellentforetaste on Page 28 of the Data Protection Manual, which will be with usimminently. Please take note of the initial advice in it; we will all need to reactand put our houses in order in the near future. The results of the Annual MarketSurvey will also be published very soon. To whet your appetite there is a summaryon Page 8. Thank you to everyone who participated in this year’s survey; themore results we receive the greater the credibility of the report and the strongerthe Association will be able to speak on behalf of its members.
I have been asked to point out that our relationship with Smithpack has notchanged. They are very much in business (see advertisement opposite) providingtheir new range of StorePAK products. Do use the Legal Helpline (free advice fora 15 minute phone call) advertised on Page 37, and please do not forget thatLouis Hill of Source PR is always happy to assist you with your local marketingcampaigns.
Annual Conference and Trade Show. We are now looking forward to this year’sEuropean Conference and Trade Show (and the presentation of the AnnualAwards) which will take place in the Corinthia Hotel in Budapest on the 12th and13th of September. We thank Steel Storage for its major sponsorship of the event.A booking form is enclosed with this magazine. Please take advantage of the10% discount we are offering until the end of June. Do not forget to book yourroom directly with the hotel quoting the SSA UK.
Rodney WalkerCEO, SSA UK
2012 the Year of the Dragon...life is full of surprises contents
SSA UK News . . . . . . . . . . . . 8 & 39
Company News . . . . . . . . . 10 to 15
• Safestore opens in Staines• Mid Wales Storage Centre• Ducalian launches storage venture• Big Yellow wins two awards• Gliderol – award finalists• Storage King’s new build
Community News . . . . . . . . . . . . 16
• Fort Box Self Storage
Scottish Feature . . . . . . . . . 17 & 18
• Airlink Group’s new offices• First Scottish members’ meeting• Fruix Farm’s successful diversification
Business News . . . . . . . . . . 22 & 23
Company Features . . . . . . . . . . . 25
• Wolverhampton Self Storage• Taunton – new Self Storage project
Insurance Feature . . . . . . . . . . . .27
• Are you just a self storage business?
Legal Features . . . . . . . . . . 28 & 33
• Data Protection: are you complying?• Dealing with a stubborn delinquent?
Security Feature . . . . . . . . . . . . . 34• Electronic Security
Members’ Benefits . . . . . . . 40 & 41
To subscribe to the Focus and Self Storage Europe magazine, please contact:
Self Storage Association, Priestley House, The Gullet,Nantwich, Cheshire. CW5 5SZ
Tel: + 44 (0)1270 623 150Fax: + 44 (0)1270 623 471
e-mail: [email protected]
EditorialNews items and articles on all aspects of the self storageindustry are welcomed, and should be sent, together withphotographs if appropriate, to the editor, Stan McKerron:
e-mail: [email protected]
The SSA UK and FEDESSA, or any of itsagents/representatives/staff, cannot accept any legal
liability for the accuracy of the news items and articlescontained in the magazine, which have been obtained
and are reproduced in good faith.
AdvertisingPlease contact Stan McKerron:
48 Talbot Way, Stapeley, Nantwich, CW5 7RQ.Tel: + 44 (0)1270 624 622e-mail: [email protected]
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Self Storage Focus SSA UK NEWS
8
The forthcoming sixth annual Drivers Jonas Deloitte/SSA UKsurvey among members of the Self Storage Association UK willreveal a sector managing to make headway in toughconditions.While average occupancy levels have risen since last year, upfrom 68% to 70% for facilities open at least five years, averagenet rents have slipped back to £21.06 from just under £22.00last year, as a result of keen pricing from operators andpromotions to win new customers. The survey details averageoccupancy and net rents for each region, and over time.While the housing market continues to record low levels oftransactions, still around half the level seen five years ago, themajority of operators have seen turnover continue to grow. Thespread of different types of customer is clearly helping to shieldthe industry from the moribund residential market conditions.Over a third (39%) of occupied space is now let to business
customers (up from 36% in 2010) and the survey resultsindicate that these are taking an increasing share of space,occupying space for longer, and are being offered a widerrange of additional services by operators. The continuingstrength of business customers is helping operators to maintainoccupancy, when still faced with subdued demand fromdomestic customers.The Internet continues to play an increasingly dominant role inattracting new customers, with just short of half of enquiriescoming from operators’ websites. However, this varied widely
between the respondents and was as high as 80% from some,and as low as 20% from others. As printed directories inparticular, and also signage become less important, theproportion of enquiries from referrals has remained steady ataround 20%.Face-to-face enquiries are more likely than e-mails to result innew customers, with 67% on average being converted to firmreservations. Among multiple operators the conversion ratefor e-mail enquiries falls to an average of 24% (against 31%overall), while the conversion rate for walk-ins is higher at 69%.
When looking to the year ahead, the majority of respondentswere expecting profits and rental rates to rise.However, over 80% of respondents did not open a new facilityin 2011 and 59% were not expecting to expand their portfolioduring 2012. Among those with expansion plans there arereasons for future optimism: responding operators indicatedthey had plans to open 40 new sites in 2013 and 45 in 2014.The report also shows how much space is available withinoperators’ facilities, which could be developed as lettablespace when market conditions allow.Copies of the report will be sent to all members who respondedto the survey; others will be able to request a copy from theAssociation, or from Drivers Jonas Deloitte.The Association would like to thank all who participated in thisyear’s survey and encourage as many members as possible toparticipate in future surveys. The more participation thegreater the credibility of the report, and the stronger theAssociation will be able to speak on behalf of its members.
DJD/SSA UK Survey 2012
Self Storage Focus
10
COMPANY NEWS
Safestore opens in Staines
Safestore has opened a new self storage centre, which is built onthe site of a former soft drinks factory, in a high profile locationon the A30 London Road arterial road in Staines, west London.
The new Safestore facility, which took six months to complete,has opened with an offer of storage from £3.99 per week. Forbusiness customers, there are larger rooms with wider aisles anddoors for easy access and a secure holding room whereSafestore accepts deliveries on behalf of customers. It alsoboasts a large goods holding entrance, for ease of access forbigger loads, plus a business lounge with free Wi-Fi. And, italso includes a service point to send parcels worldwide, plusthere is a wide range of boxes and packaging materials for sale.
The new Safestore store has strong green credentials, with 56 x250 W PV panels on the roof, which produce an estimated10,600 kW per annum. The lighting in the storage areasincludes PIR sensors and highly efficient air-to-air source pumpsprovide heating for the reception, kitchen, sign-up office andcustomer lounge. David Penniston, Property Director at Safestore, said: “Openingthe new store in Staines gives us the opportunity to move into anaffluent, yet under-served market in west London. This is our98th store in the UK, which follows the opening of our New
Southgate store on the London North Circular last November.Self storage is an industry which is very much in its infancy, yet itis becoming increasingly popular as families and businesseslook to use space more effectively in their homes andworkplaces.”
Mid Wales Storage Centre
Mid Wales Storage Centre, a self storage facility based inMachynlleth, has achieved the prestigious “Investors In People”award, the most successful framework for business improvementthrough people in the UK.Commenting on the award owner and Director, GlyndwrJenkins, said: “This is a fantastic achievement for Mid WalesStorage. I would like to congratulate our employees on theircommitment to the continuous improvement of the company.This award shows that we are committed to the people who workfor us and to the quality of service we provide to our customers.”
The award certificate was presented by local Conservative MPfor Montgomeryshire, Glyn Davies, who visited the storagecentre for the presentation.Mid Wales Storage Centre was set up 12 years ago and was thefirst self access, climate controlled, storage facility in mid Wales.Due to increased demand for storage in the area, the companyexpanded with a second site eight years ago, also inMachynlleth.Glyndwr Jenkins first anticipated the need for storage in the areafollowing a visit to the USA, where self access storage began inthe 1960’s and is now a major industry. As a former builder, hecould see that houses were becoming smaller while people weregathering more possessions.The company employs four members of staff who have recentlyundertaken NVQ Level 2 & 3 courses in Business Administration,which have been a contributory factor in achieving thisprestigious award.
The new Safestore facility in Staines
A customer inside the Staines facility
Do you have any Company News?If you have any news items about your company, such as awards
won, new appointments, retirements, results, new builds or openings, please e-mail them to Stan McKerron at:
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Volume 2, 2012
12
Big Yellow wins two prestigious awards
Big Yellow Self Storage achieved 67th position in the Mid-sizedCompanies category of the Sunday Times “100 Best Companiesto Work For” and “Two Star” status for the Best CompaniesAccreditation. The Directors, Operations and Human Resources teamsattended the Sunday Times “100 Best Companies to Work For”awards at the end of February 2012.
Dominic O’Connell, Business Editor of The Sunday Times,commented: “Twelve years on from its establishment, the BestCompanies “kite mark” is more significant than ever. It isrelatively easy to provide a great working environment whentimes are good, but when the going gets tough someorganisations are tempted to hide behind difficult tradingconditions to justify poor behaviour and bad management. Themore enlightened businesses realise that it is actually in timessuch as the ones we are living through that you have to carryyour staff with you. Support them and they will support you. Thecompanies that have made this year’s Sunday Times BestCompanies lists have set the benchmark for workplaceexcellence for everyone else to attain.” This year more than 1,000 companies took part in the SundayTimes contests to find the best employers in Britain, including270 mid-sized companies, 34 big, 524 small and 254 not-for-profit companies. The rankings were determined by the views ofover 231,000 employees, which measured eight extensivelyresearched workplace factors including: Leadership, MyManager, Personal Growth, Wellbeing, My Team, GivingSomething Back, My Company and Fair Deal. The Surrey-based firm, which was founded 12 years ago,encourages a culture of partnership with its employees throughits bonus and incentive schemes. Other benefits include avoucher awards scheme, matched pension scheme, childcarevouchers, flexible working options, local and company socialevents and subsidised sports facilities. Having donated over £58,000 and £298,000 of storage spaceto their recognised charity, Cancer Research, as well as raisingover £85,500 and donating £638,000 of storage space toother good causes, it is not surprising that 89% of staff agreethat Big Yellow encourages charitable activities, a score whichplaced the company in 15th position.
Staff also gave the company top 20 scores for having thesupport they need to provide a great service (77% positive) andfor working hard to protect the environment (84% positive), aresult which was bettered by just one other company.
Gliderol – award finalists
Gliderol Self Storage Solutions is proud to announce that it wasa finalist in the North East Business Awards 2012, sponsored byUK Trade and Investment and HSBC Bank plc. The awards werepresented at a glittering event organised by the North EastChamber of Commerce.To enter the awards, Gliderol had to provide information on thisyear’s export figures, which were up 50% on last year, withexports going to all of Europe, the Far and Middle East. Themain factory in Peterlee was also filmed and was shown to be abustling hive of activity, with lorries being loaded in readinessfor export.Peter O’Loughlin, MD, attended the awards and stated that hewas: “Very proud of the work they are achieving at Gliderol. Selfstorage is a growing industry in the UK, Europe and furtherafield. With more of the public purchasing smaller properties,the need for storage has grown exponentially. We are there tohelp build, design and supply the components needed forinvestors to build their own facilities.”
Gliderol Self Storage Solutions is a member of the North EastChamber of Commerce and has seen great benefits from beinga member, especially with the access to the UKTI export funding,which they have made use of for exhibitions in Dubai, Portugaland Barcelona in the last year. Its regional office has recentlyjoined the UK Dorset Chamber of Commerce, where the teamfocus on sales and marketing.
COMPANY NEWSSelf Storage Focus COMPANY NEWS
Ducalian launches self storage venture
Private equity firm, Ducalian, has launched a new self storageventure with the acquisition of a warehouse in Littlehampton,West Sussex for £1.2 million.The building, purchased from Falcon Property Trust, will beredeveloped by Ducalian’s in-house development team toprovide 30,000 sq. ft. (2,787 m2) of net lettable self storagespace. A management contract has been signed with EngageManagement Services, to operate the building as a self storagefacility under the “Titan” brand.Ducalian offers private investors the opportunity to make directinvestments in individual assets, rather than investing in a blindfund. This allows investors the opportunity to select assets thatmeet their risk-return profiles, while also benefitting fromDucalian’s investment expertise.James McCulloch, Ducalian’s Investment Director, commented:“The demand for self storage space, especially in the under-served south coast market, remains considerable and we areanticipating a strong and growing revenue stream from thisasset. As such, the Littlehampton site dovetails perfectly withDucalian’s strategy of focusing on assets that produce highlevels of income. Also, the self storage model, under the Titanbrand, is easily scalable and holds considerable growth potentialacross the UK and even further afield.”
Ducalian’s targeting of high income producing assets has ledto a focus on the real estate, alternative energy andinfrastructure sectors, all of which generate good incomestreams and provide investors with an immediate return. Inaddition, investment on an asset-by-asset basis affords investorsthe increased flexibility that they demand.
James continued: “Our investment model allows investors totailor their exposure not only to specific asset classes, but tospecific assets within these classes. This greater degree offlexibility brings considerable advantages for those investorsseeking increased control over their risk profile.”
Storage King’s new build
Following Storage King’s freehold acquisition of the 35,000 sq.ft. Safebox Self Storage facility in Cambridge in May 2011, thesite has been re-branded in Storage King’s blue and yellow.However, the most notable change to the local area has beenhappening at the rear of the existing building.
As a part of the Sale & Purchase Agreement, Safebox SpecialProjects, the company’s development arm, undertook to buildan additional 40,000 sq. ft. of self storage space on the half-acre rear site on behalf of Storage King.
Having appointed Morgan Sindall as main contractors, the 12-metre tall Steel Portal Frame industrial unit soon took shape andthe shell and core have now been completed. Handoverhappened on schedule on the 19th of March 2012.Following completion of the building, the internal fit-out will be
carried out by Active Supply & Design (CDM) Ltd. This willinclude the construction of three mezzanine levels and up to 500individual self storage rooms.Safebox Special Projects’ MD, Mark Holme, said: “We aredelighted to hand over the new building to Storage King andwe’re certain that it will help their on-going growth within theCambridge self storage market.”
Robin Greenwood, Storage King’s CEO added: “The existingfacility, purchased from Safebox in 2011, has been at capacitysince the acquisition. This additional space will ensure that ourCambridge site continues to offer the local population flexible,secure storage according to their needs. We look forward towelcoming the first customers to this new facility.”
The extension will be covered by the security measures alreadyenjoyed by Storage King customers in the existing building; thisincludes 24-hour monitored CCTV at internal and externalareas, individual door alarms on each room, customer specificPIN entry and alarm de-activation.
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Volume 2, 2012 COMPANY NEWS
L to R – Mark Holme (Safebox) and Robin Greenwood (Storage King)
L to R – David Mann (Davis Langdon), Mark Holme(Safebox), Robin Greenwood (Storage King),
Darren Gristey and Mark Wakeman (Morgan Sindall)
L to R – David Mann (Davis Langdon), Darren Gristey and Mark Wakeman (Morgan Sindall), Robin Greenwood
(Storage King), Mark Holme (Safebox)
Internal view of the new warehouse
Fort Box Self Storage
Fort Box Self Storage, London and Oxford’s premier selfstorage company, co-sponsored a Major League Baseball(MLB) Players Skills Camp on Sunday the 18th of March2012. The event was held indoors at Canary Wharf, whereregistered players met former professional MLB players andlearned the fundamentals of playing baseball. Kids alsoenjoyed building “forts” out of the hundreds of boxessupplied by Fort Box.“Being an active member of the community is one of the corevalues of our company”, said Fort Box’s Hugh Knowles, whooperates a bespoke self storage centre in the heart of St.John’s Wood, London. To find out more about the event please visit:
http://londonsports.comFort Box offers a personalised experience with storageservices that makes your move to storage a great experience.Fort Box Self Storage centres are designed to offeraffordable, easily accessible and secure spaces forhousehold storage and business storage customers. Thefriendly, professional staff members at Fort Box are happy toguide you and make your storage experience truly stress-free. Fort Box also publishes a storage blog providinghelpful storage and moving tips.
Self Storage Focus
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Volume 2, 2012
Do you have any Community News?
If you have any news items about your company, such as charity
events, fund raising, sponsorship or supporting the community,
please e-mail them to Stan McKerron at: [email protected]
SCOTTISH FEATURE
16
Kids building “forts” out of the boxes supplied by Fort Box
COMMUNITY NEWS
First Minister opens Airlink Group’s new offices in the heart of Glasgow
Scotland’s First Minister officially opened Airlink Groups’ newhead office in Glasgow. Airlink Group was founded in 1994by John McGlynn, then a student at Strathclyde University, andnow specialises in Car Parking, Strategic Land, CommercialProperty, Self Storage and Asset Management. Later this year, the Airlink Group will open its new, 55,000 sq.ft. Storage Vault site in Paisley, one of the largest in Scotland,as it continues to grow this arm of its business.Alex Salmond said: “The opening of these new premises, rightin the heart of Glasgow, is a welcome sign of Airlink’s successas a home-grown Scottish business. Since its inception in1994 the company has grown to a turnover of £10 millionand a staff of 50.Growth like that is significant at any time, but in tougheconomic times like these, it is particularly welcome; not justfor Airlink, but for the Glasgow economy as a whole.Glasgow’s further economic development is key to the ScottishGovernment’s growth strategy and I value very highly thecontribution of businesses like Airlink.A skilled workforce with inspired leadership is key to Airlink’sprogress, and also what makes Scotland such a great placefor companies to grow and invest. I congratulate the teamand wish them the very best in their new HQ.”
Airlink Goup Founder, John McGlynn, said: “Despite theeconomic climate, Airlink’s various businesses are entering anexciting phase of continued growth. We have evolved from asmall, start-up car parking business and have diversified anddeveloped into a group of over 20 different businesses, andwe run these on an asset management model. The nextchapter for us is to use our asset management knowledge towork with partners in the global finance industry (like pensionfunds to partner with us and make further investments with usin Scotland).Scotland remains a fantastic place to do business and I amdelighted that Alex Salmond, the First Minister of Scotland,and Jim McColl, Scotland’s top entrepreneur, were able totake the time to come and officially open our new officestoday. I find it reassuring to have such a strong
entrepreneurial network in Scotland and such a strongGovernment that understands both the needs and aspirationsof growing businesses in Scotland.”
First SSA UK Scottish members’ meeting
On the 26th of January a diverse group of Scottish SelfStorage Operators came together for lunch, coffee and around-table discussion on the current position within theindustry. Hugh Knowles, performing one of his first tasks asChairman of the SSA UK, very ably chaired the meeting, whichcovered a wide range of topics, including: “VAT and how itaffects us whether we are container storage or purpose-builtstorage”, “product sales”, “the split between domestic andcommercial customers”, “privacy rules with the use of CCTV”and “the pros and cons of self storage comparison websites”. It was during a regular annual meeting in Glasgow when itwas agreed that meetings should be held more often, and itwas there that Anne Smith from the Keepsafe Self StorageCentre suggested the first meeting be held in central Scotlandat their Perth site.Following the discussions, more networking and yet morecoffee and cakes, coats were donned and the group took atour around the self storage centre. It was agreed thatoperators do things in different ways; Keepsafe StorageCentres offers its customers purpose-built, drive-up units orsteel containers, so there was plenty to see and a wealth ofknowledge available to answer any questions.After a couple of hours outside on a cold, dreich Thursdayafternoon it was back to the office for more coffee and cake,before Hugh Knowles thanked the hosts and all those who hadtaken the time to attend.All in all it was a great success and the following meeting washeld at the end of April at Len Lothian in Edinburgh.The following attended the January meeting at the KeepsafeStorage Centre, Friarton Road, Perth: Alistair Lothian (LenLothian), Steve Pigott (Safestore), Thomas McKenna and IainShankie (Container Parks), Marian Patterson and Rosa AnnMcLaughlin (EasySpace), Tom Thomson (Abracadabra SelfStorage), Fiona and Andrew Turnbull (Fruix Self Storage),Kevin Shand (Simply Self Storage), Hugh Knowles, Chairman,SSA UK (Fort Box Self Storage), Anne Smith, Ian Black, KeithRoberts, Nigel Smith and Jim Rue (Keepsafe Storage Centre).
Jim McColl, John McGlynn and Alex Salmond
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Self Storage Focus SCOTTISH FEATURE
Self storage proves a successful diversification at Fruix Farm
It’s a busy time of the year for Andrew and Fiona Turnbull,who run Fruix Storage from their farm of the same name justoutside Kinross in rural Perthshire. Andrew has just completedsowing 200 acres of spring barley, in some of the driestconditions for a long time, and Fiona hopes the sunny weathercontinues as her flock of 620 ewes is currently lambing andthe dry weather makes the whole operation run much moresmoothly. The Turnbulls, who are both from farming stock, studiedAgriculture at Edinburgh before gaining experience in otherfarm businesses across the UK. Returning home to take overthe day to day running of Fruix, they set up a partnership withAndrew’s brother in 1996.
Andrew said: “It wasn’t long before we realised that for thebusiness to become financially secure we’d have to diversify.I started contracting for neighbours and Fiona ran a B & B fora few years. Part of the traditional steading includes anoriginal stone barn and we considered converting it to holidaylets and had plans drawn up; but, we never started the projectas we had a gut feeling it wasn’t right for us. In 2000 cereal prices reached rock bottom; a ton of wheatwas about £60, a drop of more than 50% on previous years.
It seemed things couldn’t get much worse, so when a localrenovation company said they were looking for storage spacewe didn’t hesitate clearing out part of the old barn andoffering them a store; that company continues to rent a unittoday. An application for grant funding to renovate the rest ofthe barn was successful and further units were created withinthe original footprint of the buildings. Demand from localshas seen 18 new build units created with additional containerstorage.” Fiona commented: “The storage has made our businessviable, and the tenants have brought vitality to the farm thatwe didn’t expect. We are looking forward to growing all ourbusiness interests; there’s never a dull moment here!”
Volume 2, 2012
2322
BUSINESS NEWSSelf Storage Focus BUSINESS NEWS
Regional mediation pilot scheme launched
The latest steps in reforms to the Employment Tribunal System were unveiled byEmployment Relations Minister, Edward Davey, with the announcement of a pilotscheme for two Regional Mediation Networks for Small and Medium-sizedEnterprises (SMEs).Cambridge and Manchester will be the first Regional Mediation Networks, wherethe Department for Business, Innovation and Skills will fund mediation trainingfor employees from a group of 24 SMEs in each of the pilot areas later this year.A network of trained mediators will be available to provide mediation to otherorganisations in their respective networks. It is anticipated that this will helpresolve workplace disputes, at the earliest possible opportunity, before they reachthe employment tribunal stage.Edward Davey, said: “We have always said that employment tribunals should bea last resort for resolving workplace disputes. That is why last year weannounced a series of measures that offer alternatives when dealing with suchproblems.Mediation offers an informal method of dispute resolution and can be used atthe point when problems first arise in the workplace. For both employers andemployees it can mean avoiding the need for formal discipline and grievanceprocedures. And, it can also mean avoiding the time-consuming, complex andoften stressful employment tribunal process.We want to help employers and employees to help themselves. In particular,our consultations showed SMEs are often not aware of the benefits thatmediation can bring for both parties. This pilot will directly target this group,help to raise awareness of the benefits and reduce the burden on the tribunalsystem.”The intention to pilot two Regional Mediation Networks was published in theGovernment response to the Resolving Workplace Disputes consultation. Thepilots will run for 12 months and, if successful, the Government will considerintroducing them into other areas of England, Scotland and Wales.
An open tender to deliver the mediation training for prospective candidates hasbeen published and can be found on the “Contracts Finder” website.
Control of asbestos tightened
Following a consultation last year, the Health and Safety Executive is expected torelease a report setting out changes to the Control of Asbestos Regulations(2006).
The consultation was launched after the European Commission (EC) issued areasoned opinion (ruling) that the UK Government had not fully implemented adirective on protecting workers from asbestos exposure.
In order to comply with the EC opinion, it is planned to amend Regulation 3 (2)to use exactly the same wording as the directive. The changes mean that moretypes of lower risk work must be notified, the workers engaged on it medicallyexamined and a register kept for each worker detailing the work done withasbestos.
Additional copies of Focus
If you would like to obtain additional copies of the Focus magazine,incorporating the Self Storage Focus and Self Storage Europe sections,
please contact Tracey Prigmore at the SSA UK Head Office.
Tracey can be contacted by e-mail at: [email protected] by telephone on: 01270 623 150.
Unfair dismissal qualifying period extended
It has been confirmed that the qualifying period for an employee to bring a claimfor unfair dismissal will be extended to two years, following the proposedintroduction of legislation which came into force on the 6th of April 2012.Previously, employees only need to have been working for one year. Under thenew legislation, workers will still be able to take action immediately if they sufferdiscrimination, but by reducing the risk of tribunals for unfair dismissal thegovernment hopes employers will feel more confident about hiring people.Last year there were 236,000 employment tribunal claims; of which only somewere unfair dismissal claims, with an average award for successful complainantsof £8,900. In 2010/11 the cost to the taxpayer of running employment tribunalsand the Employment Appeal Tribunal in England, Wales and Scotland was morethan £84m, according to the Ministry of Justice.The Treasury said that more than 80% of applications made to an employmenttribunal did not result in a full hearing. Almost 40% of applicants withdrew theircases, but employers still had to pay legal fees for preparing a defence. Morethan 40% settled out of court, but there was no record of the amounts for whichapplicants settled.The changes may have mixed results. Someone who has not worked longenough to claim unfair dismissal may claim they are a whistle blower or a victimof discrimination instead, causing employers even more difficulty than before.However, people who have to pay to bring a claim may regard this as asignificant disincentive to litigating a dispute.
Warning over on-line VAT returns
The Government has confirmed that mandatory on line filing of VAT returns isextended from the 1st of April 2012.
Previously, only businesses with an annual turnover of £100,000 or more mustfile VAT returns on line. Now, all VAT registered businesses will need to file VATreturns on line for VAT accounting periods beginning on or after the 1st of April2012.
Exceptions to mandatory on line filing include:
• Individuals who are subject to certain insolvency procedures
• Individuals whose religious beliefs are incompatible with the use of electroniccommunications
• Individuals who are required to file returns on line will only be liable to apenalty for failure to file on line for VAT accounting periods ending on or afterthe 31st of March 2013.
If a VAT return is required to be paid electronically, the VAT payable to HMRevenue & Customs must also be paid electronically.
New tribunal fees from 2013
The Chancellor, George Osborne, has announced that a fee for bringing anemployment tribunal will be charged for the first time from April 2013. Theamount that will be charged and how it should be paid will be subject toconsultation; however, it is proposed that any fee payable will be refunded if theapplicant is successful.
It is hoped under the new scheme that the introduction of a fee will reduce thenumber of vexatious claims; however, it is proposed that the low paid, or thosewithout an income, may have the fee waived or reduced at the start of theprocess.
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Volume 2, 2012
Wolverhampton Self Storage donated the use of a storage unitto Compton Hospice and, together with Storage.co.uk, calledon all its customers to consider donating unused items and tomake a big decluttering effort during National Declutter Week,from the 7th to the 18th of March.
They hoped to fill the storage space with unwanted items overthe following months, and to distribute them to the hospice’s 19shops across the region, helping them reach their sales target of£850,000 from donated goods.
A recent survey, conducted by Storage.co.uk, suggested that80% of people think they have too much clutter. However, theyare reluctant to let items go because of emotional attachments,the thought being that they might come in useful one day or thehope that their goods may turn out to be valuable.
The survey, which gathered over 500 responses from peoplethroughout the UK, was conducted face to face and on lineduring January and February. It showed the main barriersstopping people from having a good clear out was a lack oftime and a feeling they have better things to do, suggesting thatthey struggle to put the task high on their list of priorities. Insome cases, clutter can really get out of hand and become abig issue. For 10% of people, clutter is damaging theirrelationships with others and affecting their health andprosperity.
Rachel Papworth, from Green and Tidy, a professionaldeclutterer, said: “We live busy lives and it can be hard to maketime for decluttering. If you’re struggling to fit it in, think abouthow much time you’ll save when you can easily find what you’relooking for. Plus decluttering saves money, protects your mentaland physical health and reduces your environmental impact.”
Nearly 12,000 people attend hospital each year after trippingover toy boxes and toys at home, and over 400 people attendhospital after tripping over piles of washing. It is even beingconsidered whether hoarding should be recognised as a mentalhealth disorder in its own right.
Gary Wheway, MD of Wolverhampton Self Storage, said: “Ifirmly believe in the old adage, one man’s trash is anotherman’s treasure, which is why I offered the storage space toCompton Hospice to stockpile donated items for their nearlynew shops.
Donating goods to charity is a great way to support a localcause and it offers an eco-friendly way of disposing of unwantedgoods; we are pleased to help.”
Katie Love, fundraiser at Compton Hospice, said: “We aregrateful to Wolverhampton Self Storage for its support and wecan’t wait to see the storage unit filling up with donated items.It’s fantastic that Storage.co.uk are highlighting the benefits ofde-cluttering homes. We are always in need of good qualityclothes, furniture, books, toys and jewellery; pretty muchanything that’s in good condition that we can sell. Our shopsbring in vital income for the hospice each year, which is spent onproviding specialist medical support and counselling for peoplecoping with cancer and other life-limiting illnesses acrossWolverhampton and the Black Country.”
Taunton – new Self Storage project
Lopen Storage is pleased to announce that it has acquired athird site in Taunton, Somerset for the development of a selfstorage facility. It is quite a large site on a main road going intoTaunton and it will eventually have between 650 and 700storage units, plus 20 serviced offices.
Work has already started and Lopen anticipates that the fit-outwill be complete by the Autumn of this year.
Lopen Storage is also pleased to announce that its site in Dorsethas planning permission for another 150 storage units, whichwill take it up to just under 500 storage units on that site and1,500 storage units at all three storage facilities when up andrunning.
We look forward to hearing more about Lopen’s futuredevelopments.
Wolverhampton Self Storage
COMPANY FEATURES
Inside the Wolverhampton facility
Gary Wheway - MD, Wolverhampton Self Storage
27
Volume 2, 2012 INSURANCE FEATURE
Because their primary activity is “self storage”, we find manyclients and prospects use this simple two-word businessdescription when arranging their insurances. Their websites andother advertising will strongly promote the self storage serviceavailable at their premises, but often we find other activities arecarried out there. In addition, the self store business may offersupplementary services, such as access to self-drive hire vehiclesfor use by self store customers.
The SSA UK Licence Agreement defines which goods areprohibited (i.e. may not be stored at a facility). Particularly withuninsured customers they, or more likely their insurers, couldhave good reasons to seek recovery of their full loss, if an activityanywhere in the building involving prohibited goods causeddamage or a fire which spread throughout the premises.
Breach of contract may be alleged, leading to a lengthy disputeand possibly a liability for sums well above the basic SSA UKlimit of £50 per customer. Note that the insurer of both insuredand uninsured customer goods will have assumed the premisesare used solely for self storage, unless they have been advisedto the contrary, and accepted it. Failure to do so couldinvalidate the cover, as a “material fact” has not been disclosed.
In practice, the letting of self-contained units for office use (only)is accepted by all leading self storage insurers, as long as thetenants of those offices do not have access to the self storageareas of the building.
It is when rooms, either self storage units or ordinary rooms, arelet out for other purposes that insurance complications mayarise. It is really a matter of common sense; for example, whilestorage of furniture is perfectly acceptable, permitting repair orrestoration of it (which can involve the use of flammable liquids)is not (at least not without the insurer’s full consent). Similarly,storage of musical instruments is okay, but permitting a band topractise in a storage unit will require the insurer’s permission,especially if additional power supplies are required.
It is not just the policy covering customers’ goods that can beaffected. The rule for any type of insurance policy is that cover
is provided only for the business described in the policy. “Selfstorage” can mean just that. If rents are received for lettingrooms or units for any other purpose, the rental income fromthese activities should be declared to the insurer. Otherwise, asa minimum, a query could be raised by a Loss Adjuster in theevent of a business interruption claim, or one on the buildingitself. A claim could even be declined. In essence, you may bedeemed a property owner or head-lessee, and so should haveany additional business activity noted in a “CommercialCombined”, or similar policy.
Pound Gates recommends separating income from self storageand other activities and declaring both when discussing businessinsurances with an insurance advisor. Details of what tenantsdo may well be asked by an insurer.
Public liability cover is also subject to this issue. Again, ensurean insurer knows exactly what goes on in your premises. If indoubt, tell your broker – show him or her around if needs be, sothey can discuss and declare the salient points to the insurers.
Insurance Broker Achieves Chartered Status
Removals and Self Storage specialist insurance broker, PoundGates, has been awarded the prestigious title of “CharteredInsurance Broker” by the Chartered Insurance Institute (CII).
Chartered status is an exclusive title only awarded to firms thatmeet rigorous criteria relating to professionalism and capability.All Chartered Insurance Brokers commit to the CII’s Code ofEthics, reinforcing the highest standards of professional practicein their business dealings.
Kevin Collins, owner and MD, said: “The quality of what we dohas always been the most significant priority for our business.To achieve this recognition is wonderful. Our staff memberswork very hard to maintain their professional development andI am very proud that through their efforts our clients can beconfident of the appropriateness of the advice and service weprovide.”
Are you just a self storage business?Tim Foster, a Director of Pound Gates, has prepared the following article for the guidance of SSA UK members.
Tim Foster (Director, Pound Gates)
Advertising in Focus
If you would like to place an advertisement in the next edition of
the SSA UK’s Focus magazine, please contact Stan McKerron
at: [email protected] for an advertising pack.
Self Storage Focus LEGAL FEATURE
28
Most businesses use customer and employee information storedon computer systems and paper records. If a business doesn’tdeal with this information as required by the Data ProtectionAct 1998 (DPA), it risks committing a criminal offence. Recently,the penalties for not complying have been increaseddramatically, so it is vital you get to grips with your obligations.Rooks Rider has been working with the SSA UK to produce aData Protection Manual to provide more practical guidance onwhat you need to do. The Manual will be released shortly andwe would urge you to look at this as soon as you can. In themeantime, this feature highlights the headline issues and why itis so important for you to comply. Does the DPA apply to you? The DPA applies if you “process” personal data. Basically, itapplies if you collect, use and destroy personal data, such asnames, addresses, telephone numbers, dates of birth, bankaccounts and images of living individuals. Do you need to notify the Information Commissioner’sOffice (ICO)? Yes, unless you’re exempt, which is only if you use personal datapurely for staff administration, preparing accounts and otherrecords, or marketing your own services, but nothing more. Inpractice, you are likely to go further than this, e.g. operateCCTV, keep records for crime prevention (e.g. “know yourclient”), outsource payroll or customer surveys, administerinsurance, run credit checks. If so, you must notify. This is likelyto catch all storage operators and most suppliers to the industry.The cost of notification is currently £35 p.a. (£500 p.a. if morethan 250 staff and turnover over £25.9m). Compare this tothe whopping fine of up to £5,000 you may get if you don’tnotify or renew your notification.What practical steps do you need to take? You must put in place and enforce procedures to ensure allpersonal data is controlled and processed in accordance withthe DPA. In practical terms, you need to think about: • do the people whose information you hold know you’ve got
it and what it will be used for?• do you have adequate privacy policies in your customer
agreements/on your website?• do you have proper notices displayed about why you have
CCTV and who operates it?• if you outsource payroll or other services, do you have
watertight agreements in place that deal with dataprotection issues and do you monitor and enforce them?
• do you have policies for keeping information safe, for bothcomputer and paper records?
• have you trained your staff how to control, access andmanage personal information?
• do you know what to do if Police or Customs ask you to passon or share personal data?
• do you know how to respond if an employee or customerasks for a copy of the information you hold about them?
• do you have a policy for retaining and destroyingdocuments and personal information?
What happens if you get it wrong? Apart from a fine of up to £5,000 for not notifying the ICO, ifyou don’t process personal data as you should thenenforcement action may be taken against you or, in moreserious cases, you may be prosecuted. Minor offences carryfines of up to £5,000 but serious offences attract fines of up to£500,000 and the people behind it may face a two year prisonsentence. On top of this, expect compensation claims from theindividuals who have suffered as a result.
The Manual will provide much more detail but, in themeantime, if you have any questions in relation to this or anyother matter, please do not hesitate to contact LindseyHemingway who heads the Corporate Team at Rooks RiderSolicitors LLP. Rooks Rider provides a full range of legal servicesfor business to deliver practical solutions to commercialproblems.
Data Protection: are you complying?
The content of this article is provided for general information purposesonly and does not constitute legal advice. It is not a substitute forobtaining legal advice on a specific query and is not intended as such.While every reasonable effort is taken to ensure it is up to date, noresponsibility is accepted by the author or Rooks Rider for anyconsequence of relying on it.
Lindsey Hemingway
Lindsey Hemingway heads theCorporate Team and is a Partner at
Rooks Rider Solicitors LLP
Minor offences carry fines of up to £5,000 but serious
offences attract fines of up to £500,000 and the people behind it may face a two
year prison sentence.
Dealing with delinquent clients can be difficult. In addition tothe subtleties of handling a difficult client, restricting accessand seeking to charge late fees without losing business, anoperator also has to keep one eye on potential recoveryproceedings. With shows like Storage Wars gaining audiencesin the USA and now the UK, navigating this potential minefieldcorrectly is becoming increasingly important for SSA UKmembers.Over the next three issues of Focus, we will be looking at areal example of a delinquent client in one of our members’businesses. We will start by looking at the early warning signsand covering the contractual formalities, followed by theadministration of the delinquent process including goodsdisposal, and finally the issuing of County Court proceedingsand seeking recovery.We will attempt to highlight mistakes made along the road,and as the whole case was conducted by our member withoutany legal assistance, we have invited David Niven fromPenningtons to comment from a legal perspective.
Part One: The difficult clientIn Part One, we can see how a store team, working hard toprovide a client with excellent service, can be exploited.Mr. John Jones (not his real name) called the store, seeking tomove his goods from a competitor, following a rate rise. All
our member’s initial enquiries are recorded on a telephoneenquiry sheet, which forms part of the document trail andcustomer records. Following the initial call, our memberreserved a unit for Mr. Jones, and then conducted the move-in process with him, allocating him a 50 sq. ft. unit. (The unitsize was based on the previous unit rented.) Our membermakes full use of the SSA UK’s Storage Licence (2004), and inaddition to obtaining proof of address and identity, the clientsigned both the Licence Agreement and a Move-in CheckSheet, confirming he understood all the terms and that he hadvarious practical aspects explained.
The operator has the right idea in creating a reliablepaper trail from the outset. It doesn’t take much for abusiness to put simple procedures in place to ensure thatits dealings with clients are well documented at the timethey happen, something which can prove invaluable inthe event that a legal dispute arises. (David Niven)
During the following six months, John Jones repeatedly failedto move into his unit (he had to observe a notice period withthe competitor, and was also based in France). Our memberwas flexible, and as they assumed he would eventually move inout of hours, they kept his account open. However, when itbecame clear that this would not happen, he was removedfrom their system, with all charges credited in full.Three months later, Mr. Jones arrived at our member’s storewith a van; he had called a couple of hours earlier,forewarning them of his impending arrival. A staff memberwaited after closing time, and upon arrival his goods werequickly moved into a 30 sq. ft. unit. Querying why there were fewer goods than initially expected,
the staff member was told that Mr. Jones was in dispute withour member’s competitor (over the increased charges) and hadthat day retrieved his goods from an auction house (although,unfortunately, some of his goods had been sold). The clienthad already moved in by then, and it was long past closing.And, the client appeared distressed, which was understandablein the circumstances.
…continued on Page 36
33
Volume 2, 2012 LEGAL FEATURE
Dealing with a stubborn delinquent?
With dual path, if a telephone line is cut the system reports thisto the control room, and alarm data continues to betransmitted by the second path, making the system moresecure. Another more recent provider in the dual path marketis CSL Dualcom; again multi-path signalling to control rooms,using mobile GPRS networks as the primary path, with thetelephone line used as a backup.Not only has the means of communication improved, theamount of data has also improved. Most alarm systems arenow capable of giving precise zone activation data, soresponders have a better idea of where to go and what toexpect when they arrive. Sequential signalling provides“confirmed” alarm status where more than one detector isactivated within a given time period. Systems also signal routine open and closing data, givingmanagers detailed reports of when and by whom alarmsystems are operated. They can even advise if an alarm hasn’tbeen set by a pre-defined time, in case staff forgets to set thesystem.Along with communications, detection technology has alsoimproved. Gone are the days when you could cover updetectors to render them useless. Active anti-maskingtechnology within detectors can now detect this and alert staff,even with the premises open and alarms switched off.
Movement sensors are also often dual technology, using bothmicrowave and infra-red for improved reliability. Magneticcontacts are now available in a magnetic immunity variant toprevent them being compromised by an external magneticsource. External sounders also include a variety of protectivemeasures to detect attempts to disable them.New technology also means improved reliability, fewer falsealarms, and the enhanced flow of data from site to controlroom means actual burglaries have more chance of beingdetected and responded to appropriately.As alarm technology evolved, so did CCTV from the grainyblack and white images of the 1970s and 80s, to full, high-resolution colour, with digital recording and monitoring via theInternet to alarm control rooms, allowing operators to seeinside premises when alarms are triggered.
The FutureCriminals will continue to exploit weaknesses in security systemsand it remains true that no security system is 100% secure.Storage operators can only do their best, both with physicaland electronic systems and their own procedures. The securityindustry can learn from any failings by developing improvedsystems and using newer technology. Storage operators canlearn by sharing experiences.
The reliability of systems will further improve, reducing falsealarms caused by the systems themselves. In the future, Policewill not routinely attend alarm activations. More alarm systemswill use licensed private response services, as the Police look tothe industry to reduce the number of false alarms, amidcontinuing pressure on public sector finances. Police will onlyrespond where responders confirm criminal activity, or CCTVconfirmation is available prior to responders attending site.It is also likely that systems will become more automated,removing human error factors, which are exploited bycriminals. Remote switching of systems, via control rooms, orusing timer controls combined with “late to close” and“unscheduled opening” monitoring, will spread as premisesowners seek to take the onus away from site staff.Communications will also evolve. It is likely that more systemswill use Internet Protocol (IP) signalling, both wired and wirelessconnections, to provide dual path as standard or even triplepath in high risk premises. The amount of data available tocontrol operators will improve, enabling them to react better tosituations. CCTV is also likely to move more onto IP digitalplatforms, which although available now, are expensive.Digital storage will improve with longer record times, as videocompression and larger hard drives become more widely used.Remote monitoring will become a standard feature, often usedas a confirmation of alarm activations.
By 2022 we will likely be looking back remembering howthings were in 2012, wondering how we ever managed! It’sinteresting to monitor progress over the past 160 years,knowing that progress will be maintained as we constantlystrive to stay one step ahead of criminals, rather than one stepbehind as it has been in the past.
Honeywell’s DT906 alarm detector (top) - dual technology,60 m range, with anti-masking and tamper protection
(seen here in a self storage environment)
3534
Self Storage Focus SECURITY FEATURE
Electronic security is a constantly evolving technology,sometimes pre-emptive and occasionally reactive. As criminalsfind ways around security systems, technology improves. Tothe average storage operator, the terminology can be anightmare, e.g. RedCare, IP, GPRS, NACOSS Grade 1, 2, 3 &4 Dual Path. So many terms to consider, and often conflictingadvice from different installers. And, even Police CrimePrevention Officers are often unable to provide good advice,with such complex equipment available.The SSA UK has recently released a Security Manual, the aimof which is to help operators navigate through the securityminefield. The manual can be downloaded from the members’area of the SSA UK’s website; it is an invaluable resource forboth existing storage operators, and those new to the industry.As well as electronic systems, the manual discusses issues suchas identity fraud, “know your customer”, incident reportingprotocol, as well as advice from the UK Border Agency, HMRC,the Serious Organised Crime Agency (SOCA) and the anti-terrorist services. The SSA UK intends to review the SecurityManual annually, to analyse new threats and appropriatecounter-measures. The advice given is “best practice” and aims to providemembers with a reasonable knowledge of security systems andprocedures, enabling them to ask the right questions and makeinformed choices.In this article, Ian Shepherd, one of the contributors to the SSAUK's Security Manual, provides a history of the electronicsecurity industry: a look at where the industry is now and whereit may be in the future. Ian is currently manager of ChambersBusiness Centre, Oldham's largest multi occupancy businesscentre and home to independent self storage operatorChambers Self Storage. He is a Security Industry Authoritylicence holder and has been involved in the electronic andmanned security industry for around 25 years.
The PastSome of us remember a time when only banks and jewellershad alarm systems, which often went off at all times of the dayand night.The first official burglar alarm is credited to American inventorEdwin Holmes in 1852. He devised a series of trip wiresconnected to a solenoid, which struck a sounder. Holmesestablished his business before selling it to AT&T, whodeveloped remote signalling using its telegraph network toconnect alarms to the local Police or Fire Department.Even 40 years ago, alarms used a network of door switches,window foil and cleverly placed pressure pads under carpets.Basic cartridge tape players, or even record players that dialled999, played a recorded message asking Police to respond (inhigher risk premises dedicated and expensive “leased lines”were installed). And, control panels comprised a box of relayswith a key switch on the front!Technology evolved and commercial premises realised the
benefits of security systems; movement sensors becamecommon, using either ultrasonic, microwave or infra-redtechnology. Communications improved and digitalcommunicators took over from 999 auto diallers, connectingto dedicated alarm receiving stations, rather than to the Police.Control panels started using semi-conductors and becamemore reliable.As the technology improved so did the ingenuity of criminals,who discovered that cutting telephone lines and filling bellboxes with expanding foam rendered systems useless. Onemajor breakthrough came when British Telecom introduced itsTelecom Red service in the early 1980s, starting in the Londonarea and gradually expanding nationwide. This was later re-branded “BT RedCare”.This revolutionary service was the first cost effective technologyto actually test the integrity of the communications path,immediately alerting the control room if lines had been cut.RedCare uses existing voice telephone lines, thus avoiding theexpense of dedicated lines.
RedCare sends test pulses (or “chirps”) from the telephoneexchange to the alarm modem, known as a SubscriberTerminal Unit (STU). The alarm, if working, responds to thechirp from the exchange with a reply chirp confirmingeverything is okay. This two way communication happens allday and night, and if everything is okay, nothing else happens.However, if the panel fails to reply to a chirp, this is reportedto the alarm control room for appropriate action.The PresentAlarm systems are part of everyday life, both in residential andcommercial premises. Communications is an important aspectof any alarm system; it’s the link from your site to the outsideworld. Thirty years on, RedCare now has a number of variantsto compliment the original product. The most notable beingdual path signalling, using mobile telephone networks, andcommunications ports to improve the amount of datatransmitted to the control room.
Electronic Security - Past, Present and Future
Volume 2, 2012 SECURITY FEATURE
Self storage operators make extensive use of CCTVto improve security and customer service
The security industry can learn from any failings by developing
improved systems and using newer technology.
It is also likely that systems will become more automated,
removing human error factors, which are exploited by criminals.
3736
Self Storage Focus LEGAL FEATURE
The client had also previously signed a contract and ourmember’s Move-in Check Sheet, and lived only a few hundredmeters from the store. Thus, when he requested to return thefollowing morning to make an inventory of his remaining goodsand to finalise the paperwork for the new unit, the staff memberagreed.While it is worth noting that our member has often assistedclients with a real need for flexibility, it is also clear withhindsight that there were warning signs:• A client in dispute with a competitor• A unit signed for, but not occupied, and not paid for as a
result• The client was difficult to contact • On finally moving in, our member was given very short
notice and the client admitted to having gone a significantway down the “auction of goods” road with a competitor.
It is not realistic to refuse to do business with anyone whoshows some warning signs and in many cases they willprove to have been red herrings. What is most importantis for a business to have sufficient contract terms in placeand sufficient know-how to react fast and at minimumcost in the event that problems do arise, something whichwill be discussed in more detail later. (David Niven)
Over the following 18 months, John Jones repeatedly failed topay his account. Contacting the elusive Mr. Jones was alwaysdifficult, and while payment would eventually be made(occasionally by a third party) for the bulk of what wasoutstanding at the time, Mr. Jones was aggressive, rude andabusive to our member’s staff on the phone. Credit cardpayments repeatedly failed, other promised payments failedto materialise, and in spite of being repeatedly asked tovacate the unit, Mr. Jones simply failed to show up. Whatcould our member do at this stage?Eventually, a series of card payments were declined by thecard holder. These represented three months of arrears, andby the time the notice arrived a further two months’ rent wasdue, making Mr. Jones five months in arrears. Although theaddress details on the credit card matched up, it transpiredthat Mr. Jones had used his partner’s card to make payments.Once again, payment was promised but failed to materialise. Given the situation, our member began to escalate the caseand started issuing debt letters. Their policy dictates thatdelinquent clients are automatically sent four debt letters, thefirst being sent out once they are 14 days past due, and thenweekly thereafter. The final letter gives warning that theirgoods will be disposed of at the end of a further 28 days,without reference to the client. Our member had neverpreviously managed to get this far with Mr. Jones, and hopedthis time would be different. They simply wanted the clientgone.Having not heard from the client within the requisite timeframe, it was with some relief that the unit was moved intodisposal. Our member’s disposal process involves opening
the unit in the presence of two members of staff and a thirdperson not employed by the business (usually a trusted clientor contractor on site). The unit and contents arephotographed and an inventory prepared. A further 14 dayslater, the goods were handed over to a disposal agent, whoproceeded to auction items of potential value, and dispose ofthe remainder via a car boot sale. Proceeds weredisappointing, as expected following the inventory, as the unitcontained nothing of any apparent value.
NB: In order to protect itself against a claim by acustomer, a business should make sure that it compliesfully with the Torts (Interference with Goods) Act 1977,which sets out various procedures which should befollowed before disposing of or selling another party’sgoods. If the correct procedures are not followed, asituation where a business has a claim against itscustomer can be easily turned on its head. (David Niven)
Our member was left with a debt of £936.73, before anycosts, which they intended to pursue through the courts.
David Niven is a Partner in the Dispute Resolution andBusiness Services team at Penningtons Solicitors LLP. If youhave any comments, questions or queries in relation to anyaspect of the above, please e-mail them to:[email protected] and we will publish yourquery and our answer in the next issue of Focus. In Part Two, we will describe the process of issuing a CountyCourt claim, and the attendance in Court at a full hearing byour member.
Advertorial
Volume 2, 2012 SSA UK NEWS
38
Is chasing your customersan up-hill battle?
We’ll help you catch them.Sales enquiry management & follow-upReserve future-dated units & track with the Waiting ListMarket to storers via TXT/email with trackable promo-codesAutomatically invoice customers via email or postLate cycle & arrears managementStorer Check integration
+44 (0) 800 228 9784
39
2012 Dates
New SSA UK MembersOn behalf of the Directors and Members of the Self StorageAssociation, we would like to extend a warm welcome to:
Associate Provisional Operator Members
• Haven Self Storage, Pembroke Dock
• J & R Storage, Amersham
• Newton Self Storage, Kings Newton
• Fruix Storage, Kinross (see Page 18 for an article on Fruix Storage)
• House and Stock Self Storage, Belfast
• Easy Storage Ltd., Basingstoke
• G & T Storage, Rhuddlan
• Henley Self Store, Henley on Thames.
Full Operator Members
• Create Storage Ltd., Crediton
• Need a Space Units, Faversham
• Storage Planet, Headcorn
• Durham Self Storage, Durham
• Ready Steady Store, various sites.
SSA UK Head Office NewsAt the end of March, we said a fond farewell to Jane Masseywho decided to retire and leave her position as our AssociationSecretary. We would like to take this opportunity to thank Janefor all her hard work and support since she joined the team in2005. We wish her a long and happy retirement, and lots oftravel!In April, we welcomed Tracey Prigmore to the head officeteam. She has taken over the role of AssociationSecretary/Office Manager. After graduating from SheffieldCity Polytechnic with a degree in Business Studies and attainingthe Chartered Institute of Marketing Diploma in Marketing,Tracey joined Yorkshire Bank on its Graduate TrainingProgramme. Tracey enjoyed a 17-year career at NationalAustralia Group (owners of Yorkshire Bank, Clydesdale Bank,National Australia Bank & Bank of New Zealand) in rolesranging from branch office manager to head office roles inthe Finance Division, Marketing and Business ProjectManagement in Leeds, Glasgow and Melbourne, Australia.When her son started school, Tracey opened the NantwichKumon Study Centre under a franchise agreement, offeringthe Kumon after school maths and English programmes. Tracey can be contacted by e-mail at:
[email protected] and on 01270 623 150.Sue Brash has extended her maternity leave until January2013. All enquiries in her absence should be e-mailed to:[email protected]
14 June
North and Midlands Regional Meeting,
The Windmill, Cheshire, 6 to 9 pm
7 to 9 August
Australasian Convention & Trade Show,
Sydney, Australia
5 to 7 September
SSA US 2012 Fall Conference & Trade Show,
Las Vegas, NV, USA
12 & 13 September
European Self Storage Conference
Corinthia Hotel, Budapest
18 October (TBC)
Southern Regional Meeting
29 November
AGM/Christmas Members’ Meeting
Focus Magazine Deadlines
The deadline for submitting Advertising Booking Forms, newsitems and articles for the next edition of Focus is Friday the 22ndof June 2012.
Security
We would like to remind all members that the SSA UK’s newdraft Security Advice Manual is available on the SSA UK website. As part of our on-going campaign to prevent and disrupt anysigns of criminality anywhere in the Self Storage Industry, we haveintroduced SSA UK Security Bulletins. The primary function ofthese bulletins is to send out immediate ALERTS to members onany suspicious incidents or activities which are reported to theSSA UK and secondly to pass on information and advice. Thefeedback we have received to date has been very positive.
However, for this system to work quickly and effectively, it is veryimportant that all members share information and that storeteams are fully briefed.Inform us as quickly as possible on: 01270 623 150,07771 856 614 or by e-mail at: [email protected]
4140
MEMBERS’ BENEFITS MEMBERS’ BENEFITS
SSA UK Membership: What are the Benefits?
Networking and Meetings
One of the most valuable benefits of SSA UK membership isaccess to the contact details of fellow members and suppliersand their expertise on all aspects of the construction andoperation of self storage facilities. This is particularly useful forthose just setting out in the industry. Free regional meetings andnetworking events, plus the Annual European Conference,provide on-going opportunities to discuss and share ideas withindustry professionals and to benefit from others’ experiences.
FREE Licence Agreement
Once approved as a Full Member, operators have access to aFREE Licence to Store Goods (i.e. a contract with terms andconditions) which represents a huge cost saving. Members can
also be reassured that this Licence has been developed and hasbeen used by most members over many years. In 2012, theLicence is being refined to reflect the industry’s changingcircumstances.
SSA UK Accreditation
All Members receive an SSA UK Membership Certificate and forFull Operator Members, the use of the SSA UK logo on theirwebsites, signage, stationery, etc. Customers will know that theywill be receiving a first class service from those membersdisplaying the SSA UK logo. Details of Full Operator membersalso appear on the “Locate a Store” facility on the SSA UKwebsite.
Communications
The SSA UK has a number of ways of communicating with itsmembers, including:
• A website, with a dedicated “Members Only” section
• Regular newsletters, offering the latest industry informationand advice
• FREE quarterly copy of the SSA UK’s Focus magazine; theonly self storage magazine in the UK and Europe
• Security Bulletins to alert members about incidents, as andwhen they occur.
Research, Studies and Projects
Since 2006, the SSA UK has carried out an annual survey of itsmembers, offering a very valuable insight into the self storageindustry in the UK. This year, the survey report has been producedin association with Drivers Jonas Deloitte and has benefited fromtheir analysis of the factors relevant to self storage in the UK.
A summary of the key findings can be found on Page 8.
Throughout 2012, SSA UK will continue with a number ofsmaller projects to improve the support and advice that theyprovide. Current projects include:
• Communication - improving how the Associationcommunicates with its members
• Data protection - considering the legal implications anddeveloping advice, including the impact on the LicenceAgreement
• Security - developing advice, improving the use of SecurityBulletins, and speeding up the reporting process.
Membership Support Services
The SSA UK Head Office team are able to answer most queriesfrom members and if they can’t, they will put you in touch withsomeone in the industry who can. Members also have accessto all SSA UK guidelines and support on issues such asinsurance, late payers and lien (non-payment) procedures, firesafety and security. It is always on the look-out for further newbenefits. The SSA UK also provides members with access to:
• FREE legal and PR Helplines
• Utility savings through the Spiral Group
• StorePAK retail products (boxes and packaging) throughSmithpack.
Advocacy and Government Relations
The SSA UK has built a close working relationship with manygovernment bodies and agencies and is a member of the BritishProperty Federation and the Trade Association Forum. TheAssociation works with HMRC, the London Metropolitan Police(MPS), the Serious Organised Crime Agency (SOCA) and theUK Border Agency to develop specific security guidance, tailoredto the self storage industry (expected to be 2012). In 2011, thefirst Self Storage Security Conference was jointly hosted by theSSA UK and the Specialist Crime Directorate of the MPS. Theevent was prompted by an increase in the number of securityand criminal incidents in the industry over the previous fewmonths and a particular concern about fraud.
“We have benefited hugely from being members of the SSA UK,especially as a small, independent operator. Attending conferences has given us
access to a network of suppliers who are able not only to perform certain specialist tasks with agreat deal more experience of the sector than we have, but who are also able to advise us informally to
help shape our decision making as the business grows. It is also a good opportunity for members to meetother operators and to share experiences, with everything from the current trading environment to dealing
with difficult clients or security risks being discussed on a regular basis. Being able to use and displaythe SSA UK logo is also of significant commercial benefit, helping customers to choose an
independent operator with confidence.”
Frederic de Ryckman de Betz, Attic Self Storage
“Smart Storage has been a memberof the SSA UK since opening its first store in 2005.
Membership has assisted us on a number of levels. It hasprovided a forum to meet numerous contacts within the industry,
including suppliers and operators, the opportunity to attend industryspecific training courses and invaluable industry data through the annualindustry survey. However, one of the main benefits is the credibilitymembership provides when marketing and selling our business to our
customers.”Jon Wyles Managing Director,
Smart Storage Ltd.“Store & Secure has
benefited in the past year as anSSA UK member. We are a relatively
new company within the marketplace andaffiliation as a member enhances our reputation
and gives us credence that we do things “the right way”.An association with the SSA UK gives us industry recognition and
one that we are proud to be associated with.” Lucy Maidman Facility Manager,
Store & Secure
Security Conference, July 2011What do our members think?
• Networking
• FREE Licence Agreement with Terms and Conditions
• SSA UK Accreditation
• Communications
• Research, Studies and Projects
• Membership Support Services
• Advocacy and Government Relations
European Self Storage Conference 2011, Portugal
Self Storage Focus Volume 2, 2012