FAQ

Can I leave my vehicle in the car park overnight?

No. For security reasons access to our facilities is very limited and only permitted to customers who are loading and unloading into their storage areas.
However, if you are willing to rent parking spaces for your car for longer periods of time, please contact us for more details.

Can I use a storage room to sleep in?

No.  We don’t permit the use of storage rooms for anything other than storing items.  Sleeping or attempting to live from our storage rooms is strictly prohibited and in breach of our terms and conditions of use.

Can I view the facilities before moving in?

Yes.  Please feel free to come and visit us to see how everything works before you decide to store with us.
Just arrive during our opening hours, or even better give us a quick ring to arrange a time and date that’s convenient and we’ll happily show you around.

Who has access to my room?

Only those authorised persons who you have given permission to and have indicated on your account will have access to your room. You are responsible for giving the padlock key / combination number.

Can I upsize/downsize my storage space?

Yes. If you find the number of things you have in storage has changed and you require either a smaller or larger room at any point during your stay, provided we have room availability you can change your room size. You just need to sign a new Customer Licence and move your goods from the one room to the other.

If I book the wrong size, can I change it?

Yes. We will show you the room when you come to move in and if it’s not suitable you can change it to any other empty room. If you realise before your scheduled move in day, we can change it over the phone for you.

What is an emergency contact?

This is someone that we can contact in case of an emergency.  They must have an alternative telephone number and email address to yourself.

Why do I need to check-in online?

This speeds up the time required to move you in on the day. The longest part of this is usually completing the insurance inventory. Check-in online allows you the ability to complete this in your own time and in the comfort of your home.

Do City Storage Cambridge offer a price match?

Any competitor quote should be presented to us in writing at one of our stores. A verbal quote is not acceptable.
All competitor quotes must be dated within 2 weeks of your move-in date and must be produced prior to move-in.
Any competitor quote must be from a competitor located within 3 miles of our store and offering a similar type of storage service. This means a self-storage centre with comparable facilities and security features to City Storage Cambridge.
Quotes from non self-storage services such as shipping containers and containerised storage companies will not be accepted under our Price Match.
Our Price Match is only available for rooms of 200 sq. ft. or less and is always subject to the availability of room space at each of our stores. Space may be available at our other local stores that may suit your requirements.
Our Price Match cannot to be used in conjunction with any other promotion or offer.
The Price Match rate is guaranteed for a maximum of 6 months after which the storage rate will revert back to our standard rate.
Please call your local store for more details.

Are there any toilets on site?

There are no toilets solely for disabled access.

Can I park onsite?

Yes. We do offer free parking subject to availability.

Do the rooms have lighting?

No unit has internal lighting unless the customer pays for it to be put in.

Do you have lifts?

Yes, we do. Weight limit is 1800kgs. You can also travel with your goods in the lift.

Is there any damp in the building?

No. We monitor the stores regularly and have a facilities team that ensure any wear and tear is kept on top of to prevent issues of this nature from occurring.

Is there anyone to help me unload when I arrive at the storage facility?

No. This is not a service we offer. We can recommend a local removal company for you if needed.

Is there CCTV in my room?

No. Our CCTV covers most corridors and all entrances, exits and external areas, not the inside of your storage room.

What is the average height of your rooms?

Our rooms are usually 8ft high.

What size are your rooms?

The smallest space available is our 9 sq ft lockers, which are 3 ft high (similar to half a telephone box).
Our main storage rooms are generally 8 ft in height and come in the following sizes at most stores, 10 sq ft, 15 sq ft, 20 sq ft, 25 sq ft (roughly a garden shed) , 30 sq ft, 35 sq ft, 40 sq ft, 50 sq ft (about a transit van size) 75 sq ft, 100 sq ft (think single garage size), 125 sq ft, 150 sq ft, 175 sq ft, 200 sq ft (approximately a double garage size), 225 sq ft, 250 sq ft, 275 sq ft, 300 sq ft, 325 sq ft, 350 sq ft, 375 sq ft, 400 sq ft, 500 sq ft and above.

What size room will I need?

When considering what size room you will need, don’t forget to stack the items in the room. You’re only paying for the floor space, not the height. So, the more things you can stack up, the less floor space you will use, and the less you will pay.
To help you choose the right room, if you have the time pop into our store and the staff will show you a couple of different sizes.

Or if you’re short on time, there is a size estimator on our website.

Am I allowed to take my pet in with me when I visit my room?

No pets of any kind are allowed in the storage area, flexi offices or car park. Please keep pets safely in your vehicle at all times. The only exception to this would be guide dogs for the disabled.

Am I allowed to take my pet in with me when I visit my room?

No pets of any kind are allowed in the storage area, flexi offices or car park. Please keep pets safely in your vehicle at all times. The only exception to this would be guide dogs for the disabled.

Can I bring clients / customers to my storage space?

You may, but under the terms of your Customer Licence you are completely responsible and liable for any persons you bring onsite. They should not be left unattended.

Do I have to pay a registration fee or admin fees?

No, we do not charge a registration fee. When you move in you pay a security deposit which is refunded to you when you move out provided the room is left in the same condition as when you moved in. This is usually the equivalent to one week’s storage fees (inc. VAT).

Do my items have to be stored in boxes?

No. The items just need to be stored securely.

What happens to our things if we miss a payment?

We will send you a reminder before this point. And contact you to settle the payment before it becomes a problem. If, however you do miss a payment, we will allow you 10 days to settle your outstanding amount. After this time, you will be charged a penalty late charge, your room will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains outstanding.

What if I have reserved my room, but my dates change? Can I change my move in date?

This isn’t a problem, just let us know your new move in date and we’ll change it.

What is the maximum length of stay?

Our minimum stay is just 7 days; however, storage is ongoing so there is no set move out date or maximum length of stay once you’ve moved in. Your storage will continue for as long as you need it. With payments taken every 4 weeks. You only need to inform us when you wish to move out by giving us 7 days written notice.

For security reasons photo ID is legally required to comply with GDPR (General DataProtection Regulation).

Do I have to take out City Storage Cambridge insurance, or can I use my own insurance?

No. You can take out your own insurance but it must cover goods being placed in self-storage. Not all household insurances will cover you whilst your possessions are in a self-storage facility, so please check the terms of your insurance and provide us with proof of your cover if not using ours, which must state that it covers goods stored in a self-storage facility, and name the store you are storing at and the full postal address of the premises. It is your responsibility to keep your insurance documentation valid and up to date.

Does the quote price include insurance?

No. Because insurance is dependent on the full new replacement value of what you store and we do not know what you intend to store at quote stage, it is impossible for us to include insurance within your quote.  As a guideline, if taking out our insurance, cover starts from £2,000 at a cost of £3.75 per week.  For more detail please call our store on 07456 189123

How much is insurance?

This depends on the full new replacement value of your goods if you had to buy them again today. As a guide, our average customer tends to take £5,000 of insurance cover at a cost of £6.25 per week. The cost of insurance starts from £3.75 per week for £2,000 of cover, and goes up depending on the level of cover that’s right for you.
If you choose to use our insurance, this will be set up when you come into the store to sign your customer licence before you move into your storage room.

What does my insurance cover?

If you take out our insurance, we will cover you against the following normal perils: Actual physical loss or damage to Goods caused by burst pipes; escape of water; theft accompanied by forcible and violent entry or exit; moth, insect or vermin damage caused an external source; fire; lightning; explosion; earthquake; storm; flood; riot; strike; civil commotion; malicious damage; and impact by vehicles or aircraft.

What is the minimum insurance required to store?

The minimum value is the full new replacement value of your goods. Our policy starts from up to £2,000 at a cost of £3.75 per week. However, if you fail to declare the full new collective replacement value of all your goods on the Insurance Application Form, in the event of a claim you will only be entitled to recover from the Insurers the proportion of the loss as the declared value bears to the full new replacement value of your goods. Please be aware that the consequence of under insurance will be a reduced settlement of any claim.

Why do I have to submit an inventory?

An inventory of the items you are storing is required as part of the terms and conditions for storage. If taking our insurance, the inventory also forms part of your insurance validation.

Why do I need insurance?

Just like living in an apartment where usually the building insurance is covered by a third party, you still need to have contents insurance. Self-storage works the same way. Our insurance covers our building; your insurance is to cover your possessions.

Can I store for a single day?

Our minimum storage term is 7 days. You can move out after just a day, but you will still be paying for the minimum of 7 days storage.  Please inform the store when you move in if you wish to move out before the end of the first 4 week billing period.  We require 7 days notice to move out.  You can give this notice on the day you move in.

How do I extend my rental stay?

Your storage is ongoing, so you don’t need to do anything if you wish to stay longer than you had originally thought. You only need to inform us when you want to move out. We ask for 7 days written notice before you move out to avoid any admin charges.

If I have paid up front for long term storage, can I leave early & will I get a refund
Yes, you can leave early.

The amount we will refund you is on a pro-rated basis, so you get refunded for every day after you have moved out. The total of the refund will be based on how much you paid for your storage fees and security deposit when you moved in.  T & C of any discounts applied to your billing, and whether or not you have given us notice that you intended to close your account will also affect this.

What is the minimum length of stay?

Minimum length of stay is 7 days. Payment is 4 weekly and in advance. Therefore, in order to pay for just 1 week required, you would be need to give notice on the day you move in. And the additional 3 weeks you have paid will be refunded on the day you move out.

Can I move in today?

Yes. If we have the availability and you have the correct ID, you can move in as quickly as today provided it is during our opening hours.

Can I use my own lock?

Yes. However, they need to fit onto our door locks. The ones we sell are the correct size and of a suitable durability. Both contain a hardened steel shackle of either 8mm or 9mm in diameter. If you are bringing your own padlock please check with the store that it is suitable for use.

Do I have to be there on moving in day?

No. You can sign the Customer Licence online before you can access the room. You can come and do this before your removal people turn up so that the room is “yours” and available when they get to the store. Your payments will start from the date you sign the Customer Licence, so please bear this in mind.

Do you help people move in or out?

It is the customers responsibility for any movement of belongings whether this be moving in or out, we recommend local removal company and offer free trolleys to make your move easier.

How much are your padlocks?

Both our outdoor padlocks and combination padlocks are £10 each.

How old do you have to be to hire a storage room?

You need to be 18 years of age to rent a storage space

I have no photo ID can I still store with you?
Unfortunately, not. We require photographic proof of ID to confirm you are who you say you are for security reasons.

Can I provide my notice to move out via email?

Yes. Just confirm your full name, email address used on the account (if not emailing from this same email) and room number and the store will accept this as confirmation of your notice to move out.

Do I have to clean my room out?

Yes. We ask that you leave your room in the same condition as you were given it. Clean and clear of any items, with the padlock removed from your door so that we know you have left.

Do I need to give you notice when I move out? And if so, how much?

Yes. To ensure you don’t lose any of your security deposit we require 7 days written notice to move out of a storage room. This can be posted, emailed or dropped off at the store. You also need to confirm when you have emptied your room. Please leave the room in the same condition as when you began renting it and remove your padlock from the door before leaving the store. If you have given us the required written notice but leave the padlock on the door on the day you were due to move out, we will presume you have changed your mind and need to continue your storage and we will continue to charge you for your storage usage.

What happens if I don’t give notice?

Your storage rolls over and you will be charged for the next 4 weeks storage when it is due.

When am I required to give notice for moving out?

7 days before your chosen move out day if renting a storage room.

When will I get my refund?

If we owe you money when you move out, it will be paid back to you within 14 days of you moving out.

Are there any seasonal changes to your opening hours?

Yes. Our hours change during Easter, Spring and Summer Bank holidays, Christmas and New Year.

Can I collect packing boxes from your stores instead of buying online?

Yes. All our stores sell the full range of packing materials.
Simply arrive at the store, pay and collect the goods at the store. You can pay online or cash on collection.
The website will show you the full list of items available on our Box Shop. page. If there is any stock availability problem the store will contact you shortly after you have placed your order.

Can I rent a padlock?

No. We don’t offer a lock rental service. But you can purchase a padlock from online.

Can I use my own boxes?

Yes. Once you have moved in to one of our rooms, you can use anything you like to store your items within your room provided it is stored securely.

Do you have to have storage to be able to buy boxes?

No. Anyone can buy our packing materials, you don’t need to be a storage customer to purchase anything from us. See our full range of packing materials in our Boxes Etc. section of our website.

Do I have to do all the paperwork and payment online?

YES, you have to do all paperwork and payment online.

Can I add my Direct Debit details online?

Yes.  You can add your bank details within Check-in Online.

Can I pay by cash for renting a storage room?

No. You need add Direct Debit details online before move in to your storage room. However, you can pay in cash for buying packing materials or boxes at the reception desk.

Can I pay by cheque?

No, We don’t accept cheque.

Can I pay weekly/monthly?

No. We only accept payments every 4 week. Alternatively, you can pay in advance for longer and if paying for over 24 weeks can benefit from our Pre-payment discount.

Can my payment come out on the same date each month?

No. As the payment is taken every 4 weeks rather than per calendar month, the payment will always come out on a different date each month.

Can we select the payment date?

No. The payment date will be dependent on the date you move into your reserved room. Then it will be every 4 weeks from this date moving forward.

Do I have to pay a deposit?

Yes. All customers are required to pay a refundable security deposit before storing. The amount is usually the equivalent of one week’s storage fees.

How do I make changes to my account including my Direct Debit details?

Any changes to your account need to be made in writing to our store. This can be emailed, posted or dropped off in person.

I haven’t paid my bill; can I access my storage space?

This depends how late you are in paying your bill. We will send you a reminder before your due date and contact you if you have not got Direct Debit set up, so you will have every opportunity to pay before going past your due date. If, however you do, we will allow you 10 days to settle your outstanding amount. After this time, you will be charged a penalty late charge, your room will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains outstanding.

What happens to our things if we miss a payment?

We will send you a reminder before this point. And contact you to settle the payment before it becomes a problem. If however you do miss a payment, we will allow you 10 days to settle your outstanding amount. After this time you will be charged a penalty late charge, your room will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence that you signed. We will be in contact to inform you of any further developments if the account remains outstanding.

What needs to be paid up front?

Your first payment will be made when you sign your Customer Licence online.  At this point you will be asked to pay a security deposit, usually equivalent to 1 week’s storage costs (inc. VAT).  This is a one-off payment which is refundable when you move out provided you leave the room in the same condition as when you rented it.  You are also required to pay for your storage, 4 weekly and in advance and insure your goods whilst they are in storage.
If you’re getting insurance through ourselves, your weekly insurance cover will need to be paid up front with the storage charges for the same number of weeks – the value of this will vary depending on the level of cover you need, but starts from £3.75 per week for £2,000 of cover.
You will be required to pay for your first 4 weeks storage plus your security deposit and insurance up front.

When do I start paying?

You will start to pay for your storage from the day you sign the Storage Licence and move in. You will then continue to make a payment every 4 weeks, unless you have arranged to pre-pay for a set period of time such as a year.

Why do I have to pay upfront and in advance?

As we are providing a service, it is fairly normal to ask for payment in advance. This also means that we do not need to run credit checks against you.

Why have I been charged for my direct debit bouncing?

This is an administrative fee and is not reflective of any charges incurred by City Storage Cambridge as a result of a payment being returned.

What is City Storage Cambridge doing in relation to GDPR?

City Storage Cambridge are committed to protecting your personal data and respect your right to privacy. Our Privacy Policy explains how we collect and process your personal data, in accordance with the Data Protection Act 1998 (DPA) and from 25 May 2018, the General Data Protection Regulation (GDPR).

What is your Privacy Policy?

Our full Privacy Policy is available here for you to read.  The date the policy was last updated is displayed at the very end of the document.

Will you sell my data onto third parties?

No. Your data is only stored on our own database and is not sold on to any third parties. For more information on how we use your data see our full Privacy Policy.

Do you have a full price list for your rooms?

We don’t have a price list, but you can get a quote for any room on our website or by ringing our store, on 07456 189 123.

Does the quote price include removals?

No. The price you receive for a quote is for storage only. However, we work closely with local removal that we have used before and are happy to recommend.

Is the price shown online also available in store?

No. All prices are only available for online check in. Prices can change frequently and may differ if obtaining a quote at a later date. Your quote confirmation letter or email from the website or store, guarantees the price offered to you for a period of 28 days.

Can City Storage Cambridge get rid of the storage items I don’t want?

No. This is not a service we offer. If waste is left on site you will be charged for its removal.

Can I use more than one room?

Yes. You can occupy as many rooms as you require.

Do City Storage Cambridge offer a pick-up service for the goods being put into storage?

No. We can give you information of recommended removal companies that we use locally, but we do not pick up the items ourselves.  You will need to arrange for the goods to be delivered to your storage room yourself.

Do City Storage Cambridge provide a packing service?

No. This is not a service we offer. However, our recommended removal company offer packing / unpacking and all furniture assembly service.

Will City Storage Cambridge help me pack my storage in my room?

No. This is not a service we provide. It is your responsibility to move your things into your room.

Can I store a fridge or freezer in my storage room?

You can store a fridge or a freezer provided they are turned off and de-iced. You cannot store a working fridge or freezer due to the risk of contamination between rooms should your fridge or freezer leak.

Can I store food?

Only if it is in sealed tins.

Can I use a storage room to sleep in?

No.  We don’t permit the use of storage rooms for anything other than storing items.  Sleeping or attempting to live from our storage rooms is strictly prohibited and in breach of our terms and conditions of use.

Can I use my self-storage room as a gym?

We do not allow our self-storage rooms to be used as gyms.

Can I use the storage room as a workshop?

You cannot use any machinery or perform any kind of mechanical work in the storage rooms.

Is there anything I cannot store?

Yes. You must not store (and you must not allow any other person to store) any of the following in the room:
Food or perishable goods unless approved by us and provided that they are protected from and do not attract vermin;
plants, birds, fish, animals or any other creatures;
combustible, flammable, explosive or oxidising materials, liquids or gases e.g. paint, petrol, oil, cleaning solvents, gas cylinders, cellulose nitrate film, fireworks;
firearms, weapons, ammunition, explosives or the components thereof;
chemicals, radioactive materials, biological agents; pollutants, toxic or hazardous materials or contaminated goods 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, unsafe goods (including toys, electrical items, cosmetics, fireworks);
compressed non-flammable gases without our written consent and in accordance with our specific requirements;
any item of high value requiring specialist storage (including without limitation jewellery, money, bullion, deeds, bonds, securities, stamps, antiques, fine art or fine wines;
tyres, asbestos;
or waste materials including any materials or goods for export deemed to be waste e.g. used electrical equipment (unless tested and certified for re-use), used vehicles or parts thereof.