Edition 115 - October, 2020

Insider M AG A Z I N E O F T H E S E L F STO R AG E A S S O C I AT I O N O F A U ST R A L A S I A

115

OCTOBER / NOVEMBER 2020

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STATE OF THE INDUSTRY 20

20

STATE OF THE INDUSTRY 2020 New research framework for the SSAA and members

AFP PROTECTING AUSTRALIANS Building relationships with the SSAA

SELF-MANAGED SUPERANNUATION Fund Investment Strategies

INDUSTRY WEEK A new virtual event for the self storage industry

I NDUST RY NEWS | COM M UNICATIONS | HU MAN R ESOU RC ES | O H&S | TRADE DIRECTORY

CONTENTS | 03

18 SSAA BOARD OF DIRECTORS Chairman – Ivor Morgan Jim’s Self Storage, Victoria Michael Alafaci – Deputy Chair Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand

10

Martin Coote Lock Distributors, New South Wales Ned Coten City West Storage, Victoria

9 INDUSTRY ALERT

The AFP is protecting Australians

Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia

12 STATE OF THE INDUSTRY 2020

David Daddow Able Self Storage, South Australia

New research framework

Andrew Eastwood U-Store-It, South Australia

17 30 YEAR PROFILE Ian Hyland

18 ELECTRONIC LOCKS

LIFETIME MEMBERS Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard

Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

Emerging technology

30

Fund Investment Strategies

REGULARS 4 Chairman’s Report

SSAA STAFF

6 CEO’s Report

Susan Phillips CEO

10 Industry News

Sandra Evans Office Manager

26 PR – Communicate

tricky topics

Vanaja Thomas Membership Andrea Bowman Paralegal Bryan Furtado Marketing & Events Melinda Wyper Accounts

20 SELF–MANAGED SUPERANNUATION

34 OH&S 36 HR Help Desk 38 Dear Legal Help Desk 40 Trade Directory

23 FOCUS ON

Stephen Pehm OHS Consultant

24 INDUSTRY WEEK

A new and exciting event for self storage owners, operators and investors

28 NEW MEMBER ADVAM

30 SECURITY

Avoiding break-ins and being an easy target

32 HOW RESILIENT IS SELF STORAGE? An Urbis report

Michelle Stokes Reception/Administration

www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356 T: +61 3 9466 9699 Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our website

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Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au Designed by: Keely Goodall / E: keely@itsallgood.net.au Advertising and sub editor: Bryan Furtado / E: marketing@selfstorage.com.au Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725).

This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, sub-contractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication.

The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

OCTOBER / NOVEMBER 2020 INSIDER 115

4 | CHAIRMAN'S DINK REPORT

Ivor Morgan, Chairman SSAA

I We are guided by our strong commitment to serving our members and our desire to present informed and meaningful insights as the industry continues to mature.

n 2020 we celebrate the thirtieth anniversary of the Self Storage Association of Australasia (SSAA).

This milestone has provided an opportunity to reflect upon progress of the industry and to consider the future of self storage.

It has been some years since the SSAA undertook a major research initiative. However, we have just completed extensive surveying and research of the Australasian storage industry which has culminated in the State of the Industry 2020 report. This report reaffirms our commitment to industry research and insights.

As the voice of the industry, we believe it is important to measure and map the continued success of our industry. We are guided by our strong commitment to serving our members and our desire to present informed and meaningful insights as the industry continues to mature.

The State of the Industry 2020 report will be available in three formats which include the highlights, short form and long form versions.

On behalf of the SSAA Board, it gives me great pleasure to announce the launch of the inaugural State of the Industry report to our members.

Please refer to pages 12-15. This report is one of our many membership benefits which is made possible via your membership fees and generous support from our sponsors.

I would like to make a special mention to our sponsors for the State of the Industry report: l Kennards Self Storage l Storage King l Steel Storage Their support shows the commitment they have for our industry to assist with bringing valuable information for the benefit of all members.

Thank you to members who responded to research surveys. Your contributions have added significant value to the research and allows the SSAA to provide a comprehensive picture of our industry.

I trust the information contained within the report helps you in your business and I wish you every success in this industry full of opportunity. l

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06 | CEO’S REPORT

Susan Phillips, CEO SSAA

2

020 is proving to be a year like no other and to that end the SSAA are having to change the way we deliver events to you, our members.

There are several networking functions planned for October and November. The dates will remain unchanged however, the event format will be a little different. I have requested the assistance of our Directors and few members to help with the hosting of these get togethers which will be less formal. Please check out the calendar below for an event near you. You will receive notifications via email with more detail on times and locations.

Our previously advertised Open Day has been broadened and will now be marketed as our first ever SSAA Industry Week. This exciting new concept has been developed in conjunction with our loyal band of service providers who have been with us all year as we have promoted the benefits of SSAA membership and investment in the storage industry at Open Days in NZ and Australia. Industry Week (12-16 October) will be brought to you as a virtual event. A separate marketing campaign has commenced and registration is open to all.

The SSAA AGM is planned for Thursday 26 November in Melbourne, followed by a networking function, if COVID-19 restrictions permit. The event will also be available to members online.

Further information will be published in the coming months.

SSAA Convention 2021 scheduled for March will now be a virtual

convention. Once again due to the uncertainty surrounding travel restrictions and gatherings the decision has been taken now to go virtual for the safety of all members.

This allows plenty of time for planning a new look program and virtual trade show.

There are upsides to online events – more members can attend at a vastly reduced cost and without the need for travel and accommodation, the downside is the lack of networking which I know is such a valuable part of membership for many.

The Awards for Excellence have also been suspended for 2021 as has the 30th Anniversary celebrations.

Both events are now scheduled for the Convention 2022 in Melbourne.

Looking forward to the day when I can see you again in person, rather than through a screen.

Stay safe. l

SSAA 2020 EVENTS

INDUSTRY WEEK

12-16 October 2020 ONLINE EVENT

NETWORKING FUNCTION

12 November 2020 BRISBANE

NETWORKING FUNCTION

15 October 2020 SYDNEY

NETWORKING FUNCTION

12 November 2020 AUCKLAND

NETWORKING FUNCTION

NETWORKING FUNCTION

29 October 2020 PERTH

10 November 2020 CHRISTCHURCH

NETWORKING FUNCTION

NETWORKING FUNCTION

19 November 2020 ADELAIDE

26 November 2020 MELBOURNE

NOTE: These events are scheduled but subject to change due to COVID-19. More information will be provided on the SSAA website in case of any changes.

Toowong Hamilton Redcliffe Banyo Carseldine

Suspicious behaviour: watch for the signs

The self storage industry may be a point of contact for individuals/groups engaged in serious and organised criminal activity. Staff should be aware of suspicious behaviours and report any concerns to the Australian Federal Police.

All of the signs below are potential indicators that an individual may be engaging in suspicious behaviour. Signs witnessed in isolation may just be normal behaviour.

Concerned about privacy Requests short term lease and vacates suddenly or unexpectedly

Paying in cash for storage unit

Requests use of the concierge service

Unusual interest in CCTV/security arrangements

Person renting multiple units within one facility

Having shipping containers delivered

Access at strange hours or nil access

Requests larger unit than stated contents

Vague/ non-specific/ evasive regarding the types of goods being stored

Using foreign documents as identity documents Requests online application

Avoids presenting ID documents

Displaying disproportionate wealth to age/ occupation

Liquids/ unusual odours emanating from the storage unit Persons other than the leasee / multiple people accessing unit

Identifying suspicious behaviours Individuals/groups engaged in serious and organised criminal activity often display behavioural indicators that reflect their intentions.

The observation of such behaviours is not necessarily a confirmation that criminal actions will be undertaken.

Multiple deliveries of equipment/ items

Indicators may be observed in a variety of settings, together or in isolation.

Behaviour may be viewed as suspicious if it is seen by a person to be outside the commonly accepted practices of your business.

If you have any concerns regarding suspicious behaviour at your facility please contact the AFP at suspicious-behaviour@afp.gov.au.

INDUSTRY ALERT | 9

The AFP is protecting Australians

A

s Australia’s national policing agency, the Australian Federal Police’s mission is to protect Australians and Australia’s interests.

The AFP reduces criminal and security threats by preventing, deterring, disrupting and investigating crimes of Commonwealth significance such as: l Terrorism, espionage and foreign interference; l Transnational Serious and Organised Crime (such as drug/firearms importations/trafficking, and money laundering); l Child Exploitation; l Fraud and Corruption; and l Cybercrime.

The AFP aims to develop strong relationships with private sector industries that are, due to the nature of their business activity, exploited by those involved in serious and organised criminal activity for financial gain.

The self storage industry is one such industry.

This exploitation occurs through Organised Crime using the self storage facilities and services to distance themselves from criminal conduct. This can occur in the following ways: l Storage units are used for storing illicit goods, such as drugs, clandestine laboratory equipment, firearms, cash and hazardous chemicals; l Using concierge services offered by storage facilities, such as the collection of parcels and receiving delivery of shipping containers which contain illicit goods such as drugs; and l Undertaking criminal activity within the storage unit such as manufacturing counterfeit currency or false identity documents.

There is often key behavioural indicators which are present when people are engaging in Organised Criminal activity (see opposite).

www.selfstorage.org.au

These may include one or multiples of the following: l Concern over security/privacy; l Nervous/evasive demeanour; l Vague/nonspecific answers regarding goods to be stored; l Vacating lease un-expectantly; l Access at strange hours or no access; l Paying in cash; l People other than the leasee accessing the unit; l Using foreign identity documents to lease the unit; l Online application; l Requesting use of the concierge service; l Delivery of shipping containers; l Unusual odours emanating from the unit; l Displaying disproportionate wealth for age; l Use of encrypted email accounts such as protonmail, hushmail, mailfence, tutanota and countermail; and l Young males aged 18-40.

Frequently, false identity documentation and contact details will be provided by criminals when signing a storage contract.

Don’t let Organised Crime Groups exploit you. You can protect your

business, staff, assets and reputation by being alert to these suspicious behaviour indicators. Minimise your risk by partnering with us to disrupt, dismantle and combat serious and organised crime by reporting suspicions of criminal activity to Suspicious-behaviour@afp.gov.au.

CASE STUDY 1 – OPERATION JACARANDA In early 2017, the AFP/Victoria Police conducted an investigation codenamed Operation Jacaranda into a transnational drug syndicate. During this investigation police located 869.2 kgs of methamphetamine or ‘Ice’ concealed within floorboards at a factory in Nunawading, Victoria. Additional investigations lead to the discovery of a self storage unit in Box Hill, Victoria, being used by the syndicate. A search warrant was conducted at the storage unit during which approximately 42 kilograms of ‘Ice’ was located. It was later established that the criminal syndicate were extracting the ‘Ice’ from the floorboards at a ‘drug safe house’ and transporting the drugs to the storage facility for safe keeping. At the time this was Australia’s largest ever seizure of Ice. l

OCTOBER / NOVEMBER 2020 INSIDER 115

10 | INDUSTRY NEWS

KENNARDS NEW FACILITY Kennards opened a new facility in July, situated on 332 Leakes Road Truganina in the western suburbs of Melbourne.

It was purpose-built by Regis Constructions. Stage one consists of two separate buildings of two levels each with approx. 7,200 sqm and 496 storage spaces. Kennards Storage purchased the adjoining vacant land which will allow the site to double in size and the final development will have 13,000sqm and 760 storage spaces.

The facility has 24/7 access with a driveway, ground floor and first floor spaces and 1sqm lockers up to 30sqm warehouses.

There are individual pin code security access gates, with individually alarmed units with back to base monitoring and CCTV surveillance throughout the centre with 8 cameras.

Dallas Dogger, Chairman of the Centreforce Technology Group representing SiteLink in Australia, New Zealand and Asia said, “The award for Storable underpins the continuing commitment to software excellence and innovation by Storable. Having customers and peers judge your product to be the best is humbling and testament to the hard work of all of our sales, support and development staff both here in Brisbane, Australia, Raleigh, North Carolina and Austin, Texas USA.

STORABLE WINS AWARD AGAIN! Inside Self Storage, the self storage industry’s most widely read magazine and online directory has announced the winners of the ‘Best of Business’ awards for 2020. The votes are solicited from users and industry professionals globally, voting in 40 categories. Voting took place in March with the announcement of winners last week.

Storable, who own SiteLink Web Edition, used by the leading self storage operators across Australia, New Zealand and Asia, were awarded ‘Best Management software’ an award SiteLink has won for nearly 10 years.

SiteLink remains the most awarded self storage software globally. Storable were also awarded ‘Best Online directory’ for their Sparefoot product.

INSIDER 115 OCTOBER / NOVEMBER 2020

SiteLink remains the clear choice for progressive self storage operators large and small. Our commitment to security, data accuracy and even more development of contactless move ins continues, with our users reporting a massive uptake of online move ins”.

“The COVID-19 pandemic has increased the focus on move ins to a contactless model and we led the world with the first truly online move in over 8 years ago. Since then, many thousands of ‘Online contactless’ move ins have been completed, many at full price, many after hours and many on weekends.

SiteLink and RapidStor, our online move in tool are responsible for over 30% of all move ins and has been an essential tool through these tough times for the majority of our customers. There is no doubt that ‘contactless move ins’ are part of the self storage daily playbook and we will continue to innovate, with more features and the best service.”

www.selfstorage.org.au

StoreLocal welcomes Peter Camphin as Head of Growth Peter’s whole career has lead him on the path to work in self storage. He has experience in residential and commercial property management, residential and retail sales. He has been a multi-business owner, worked in franchisor growth and franchisee development.

He has business training and coaching experience along with building profitable businesses.

Peter’s goals in StoreLocal are to utilise his franchising experience to:

At a time when COVID-19 is imposing a significant strain on operations at Special Olympics Australia, Kennards Storage stepped in and displayed outstanding community responsibility by donating storage spaces in New South Wales, South Australia, Queensland and Victoria to help Special Olympics Australia store sporting equipment.

If you think you can help Special Olympics Australia too, visit their ‘Ways to Give’ page www.specialolympics.com.au/give

l Continue the growth in the third party facility management space l To provide business partners in this area with high quality resources in technology, training, marketing and recruitment to build strong profitable businesses l To provide options in succession planning, so owners receive returns on their investment in retirement.

Peter’s first career was in real estate /property development. For over ten years he owned and operated two real estate businesses on Sydney’s North Shore. He was CEO of Ray White and Blackburn & Lockwood franchise groups in Victoria which evolved to him becoming CEO of Ray White/United Realty franchise group in New Zealand, followed by CEO of Ray White Queensland franchise group.

Then his career path changed, and he became Director Loan Market Queensland and National Director of Strategic Partnerships Ray White/Loan Market.

MARK DOLDISSEN MOVES ON After 22 years at Southwell Lifts and Hoists, Mark Doldissen joins his wife Jacki in their RAMS Home Loans business. He has been working for both companies for the past five months but is now full time at RAMS Sutherland. Mark has met many great people in the storage industry over the years and hopes to stay in contact with as many people as possible. He would love the opportunity to continue to do business with you and is happy to offer mates rates to all of his self storage contacts, regardless of where you live.

Please contact Mark at any time on 0488 488 255 or mark.doldissen@rams.com.au www.rams.com.au/rams-sutherland

www.selfstorage.org.au

National Storage Robina becomes first fully automated self storage centre in Australia National Storage (NSR) is at the forefront of innovation.

Bluetooth Smart Access is the most recent addition to their arsenal. Implemented at their brand-new build at Robina, this new technology takes the highly topical contact-free sales process to a whole other level. Inspired by a visit to the Inside Self-Storage World Expo, NSR’s Heads of Technology and Development fast-tracked a plan to integrate new-age technology into their newest development project.

Gone are the days of losing your keys or punching in a pin code. With the touch of a button, National Storage customers can now access their units through their smartphone. Key features include key-less entry and digital key sharing, all available through an app.

When asked, “Why Robina?” General Manager – Development Nick Crang said “Our customer experience, the building type, even the design language is very leading edge for the sector, so it made sense to integrate the new technology in one of our flagship construction projects.”

“We wanted to create a customer experience unmatched in our market and be the game changers of the Australian self storage industry,” explained General Manager – IT Marcus Barron.

OCTOBER / NOVEMBER 2020 INSIDER 115

12 | RESEARCH

STATE OF THE INDUSTRY 2020 The State of the Industry 2020 initiative presents a new research framework for the SSAA and its members - a contemporary approach to industry metrics, analysis and insights that examine the state of self storage across Australia and New Zealand.

I

t has been some years since the SSAA undertook a major research initiative. This undertaking reaffirms the SSAA’s commitment to industry research and insights as an important part of its mission to help members improve their businesses and advocate on behalf of members and the industry more broadly.

Launched in September 2020, State of the Industry 2020 is available in a range of formats for members to download from the SSAA online member portal: l HIGHLIGHTS – an overview of the research and key findings l MEMBER REPORT – highlights plus additional insights for members including operating metrics, management measures and key opportunities for operators l DETAILED FINDINGS – the full report including detailed analysis, economic indicators, market metrics, consumer research and more.

Over the coming months, the SSAA will be releasing additional reports as part of the State of the Industry 2020 initiative which will focus on specific sectors, business models and international comparisons.

The research is also being explored in a series of webinars for members,

which will be held live and a recording made available for download after the event from the member portal.

State of the Industry 2020 would not have been possible without the generous support of key industry partners, Kennards Self Storage, Storage King and Steel Storage.

The SSAA thanks them for their commitment and dedication to supporting the industry at large.

Their support, together with your membership, has enabled this research to be made available to members as part of your membership benefits, at no additional cost. The reports are available for purchase by non-members, including financial institutions, analysts, developers and other interested parties, through the SSAA website.

RESEARCH METHODOLOGY The SSAA engaged leading research providers Urbis and EY Sweeney to prepare comprehensive overviews of the self storage industry across Australia and New Zealand.

The team at Urbis, led by Linda Sharkey, have utilised their deep understanding of the self storage industry and property economics expertise to explore the market and industry performance.

EY Sweeney has drawn on its breadth of experience in consumer research and thought leadership projects with some of Australia’s leading industry bodies to deliver insights from members and consumers on attitudes, experiences and perspectives across the industry.

MEMBER SURVEY SSAA members were invited to participate in a member survey in May 2020. EY Sweeney received responses from 150 members representing 487 facilities across Australia and New Zealand. The respondents included a range of members from independent facilities (both under and over 50 units in regional and metro locations), large operators, major operators and service members.

CONSUMER SURVEY EY Sweeney surveyed 2,963 consumers in July 2020. The main sample was nationally representative, with an additional boost of current and lapsed storage users also included to ensure storage-specific insights could be explored. Further detail about the research methodology is available in the full reports.

WITH THANKS TO OUR GENEROUS INDUSTRY PARTNERS:

INSIDER 115 OCTOBER / NOVEMBER 2020

www.selfstorage.org.au

KEY METRICS

2020

1230 the number of storage operators across Australia and New Zealand

million square metres of net storage area across Australia and New Zealand

the rate of supply as floor space (sq ft) per capita across Australia and New Zealand

83%

$298 the average storage fee rate $ per sqm per annum

70+

the number of planned developments across Australia and New Zealand

92%

of operators believe they will be in a similar position or better off financially in the next year

92%

88%

8.5%

10%

39%

55%

74%

44%

the number of storage facilities across Australia and New Zealand

the average facility occupancy by area

awareness of the self storage offering across Australia

of current storage users say they store because they need more space at home

awareness of the self storage offering across New Zealand

of prospective users rate safety and security as the most important perceived benefit of using self storage

 The count of storage facilities, operators, net storage area and rate of supply has been undertaken on a best endeavours basis and is intended as an estimate only. Facilities must be standalone storage facilities and satellite facilities are counted as separate facilities.  The average occupancy by area and storage fee rate per sqm per annum are combined results from a range of facilities across inner and outer regions

www.selfstorage.org.au

5.8

usage rate of self storage across Australia and New Zealand

of prospective users would use online search to find more information about self storage

of Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra and Auckland.  The number of planned developments is an estimate based on development application information and Urbis’ knowledge of new developments.  Operator confidence levels and advertising channels have been obtained from responses in the member survey undertaken in May/June 2020 where n=150.

2.04

usage rate of self storage in capital cities

of operators are using online advertising to promote their business

 Awareness, usage and perception metrics have been derived from the consumer survey. For detailed methodology and response rates see the detailed report.  These metrics are estimates, averages and general in nature and should be read and taken as such.  The rate of supply is calculated in square feet in line with international standard supply calculations

OCTOBER OCTOBER // NOVEMBER NOVEMBER 2020 INSIDER 115

14 | RESEARCH

MARKET INSIGHTS

particularly when compared to other real estate offerings. The sector continues to generate investment interest from both institutional and private investors. Major self storage markets continue to see strong interest from new and existing storage developers and operators, with strong correlations between new development and forecast population growth clusters which should, if continued, help absorb new supply and limit impacts on existing facilities over time.

Though the full impacts of COVID-19 are yet to be seen, self storage is traditionally a resilient asset class.

As population growth and dwelling demand slows, and unemployment rises in the short term, the industry could potentially expect softer levels of demand over the short to medium term.

The self storage industry has been considered highly fragmented for many years, and the trend of industry consolidation continues to impact the industry with capitalisation rate compression increasing in line with transaction activity.

Despite some recent softening in operating performance for many operators, the asset class remains an attractive investment opportunity

State of the Industry 2020 seeks to understand macroeconomic factors that drive storage demand and explore current and future market supply.

Strong levels of population and dwelling approval growth have been underpinned by strong levels of overseas migration over recent years. Average household income has been slightly lower than GDP growth, however unemployment had generally been trending down, with the initial impacts of COVID-19 resulting in a spike in unemployment which is forecast to continue into 2021.

MARKET OVERVIEW

1560 facilities

945 operators

460 facilities

285 operators

4,750,000m2 1,050,000m2 net storage area

60.6 people per unit

 This market analysis has been undertaken on a best endeavours basis using a range of research techniques  The count has been conducted by a number of facilities. Due to the number and nature of ownership structures across the industry,

INSIDER 115 OCTOBER / NOVEMBER 2020

net storage area

1.65 54.9 units per 100 people

people per unit

it is not possible to provide an exact count of self storage owners.  Satellite properties have been included in the facility count. Where a facility operates with a main property and a separate satellite site, we have counted this as two separate 'facilities'.

1.82 units per 100 people

 Facilities included in this market overview are required to be standalone self storage facilities.  Storage offerings that form part of removalist or realted businesses have not been included in this analysis.

www.selfstorage.org.au

INDUSTRY INSIGHTS

CONSUMER INSIGHTS

FUTURE INSIGHTS

State of the Industry 2020 seeks to explore operational current and best practice, benchmark standard metrics and review industry trends influencing management and operating performance. Since 2018, real revenue has begun to come under pressure for many operators with occupancy and rental rates experiencing limited or negative growth and operating expenses on the rise.

State of the Industry 2020 seeks to profile self storage consumers by exploring usage, attitudes towards storage and perceptions of the industry.

While overall awareness of self storage is high, fewer than one in five people say they understand the offer very well. There is an opportunity to increase understanding and appreciation of the self storage offering.

State of the Industry 2020 details the storage customer decision journey, exploring the how and why of storage from current users and prospective future users.

Key insights include:

State of the Industry 2020 seeks to explore future attitudes towards storage and future trends that may impact or influence the industry.

Most storage operators and service providers have a positive outlook on the future of the industry. This positivity is driven by strong confidence in the model of a successful, low-touch operating business underpinned by a real estate investment.

OCCUPANCY RENTAL RATE DISCOUNTING ARREARS WRITE OFFS OTHER INCOME OPERATING EXPENSES

For each major market, a range of operating metrics including storage fee rates, occupancy, unit sizes and revenue per available square metre have been included in State of the Industry 2020. Lower and upper ranges have also been included for reference, and markets divided into inner and outer regions where possible.

A range of management measures have been provided for operators to consider in the context of their own business, including:  A breakdown of overall operating expenses  Staffing numbers  Advertising and marketing costs  Payment types  Debt and arrears management  Other income trends

 Today’s customers are the customers of tomorrow

There is a relationship between past need and future need for storage.

Those who have used storage in the last five years are most likely to use storage again in the next five years, highlighting the importance of positive customer experience.  Break down the barriers

The perceived high cost of using paid storage is the main barrier to using storage, a sentiment expressed by one in two people who needed storage in the last five years but didn’t use a paid facility. This presents an opportunity to educate the market and demonstrate the value that the self storage offer provides.  Meet them where they are

New potential customers report they would look to digital sources to find out more about storage options available to them. This highlights the importance of a strong digital presence, a userfriendly website and high rankings in local search results.

ALTERNATIVE STORAGE Different storage models are used for different reasons and in different ways. For the first time, alternative storage usage across Australia and New Zealand has been measured at a rate of 6.9% of the total adult population.

People turn to alternative storage models such as mobile storage under a wider range of circumstances and often when seeking a short-term solution that is convenient and cost-effective.

www.selfstorage.org.au

Believe their business will be in a similar position or better off finacially in the next year Only 8% believe they will be worse off financially

Say they are in a similar position or better off financially now compared to a year ago Only 17% say they are worse off financially

Feel very or fairly well prepared to respond to digital transformation in the industry Only 25% are not prepared or don't know

One in three people across Australia and New Zealand are likely to consider using storage in the next five years.

The customers of the future are likely to be younger, renting and/or living in an apartment and looking to storage because they are decluttering, renovating or travelling. Two in three prospective customers expect to see pricing estimates online, while 70% of current customers would be willing to use an automated facility in the future.

Advancements in technology will continue to shape customer expectations and the industry more broadly.

State of the Industry 2020 highlights changing fundamentals in an industry full of opportunity. l To read the full report and discover insights and opportunities for your business, login to your SSAA member portal.

OCTOBER / NOVEMBER 2020 INSIDER 115

DON’T MISS OUT!

RENEWING YOUR

2021 MEMBERSHIP HAS ITS

PERKS!

1

MEMBER OPERATIONAL SUPPORT l Legal l OH&S l HR* l PR

2

NETWORK & CONNECT l 2021 SSAA Convention l Industry Networking Days l Member Webinars l Member Videos celebrating 30 years of self storage

3

UNDERSTAND OUR INDUSTRY l State of the Industry 2020 Research

SSAA MEMBERS

4

BUILD CREDIBILITY l BadgeSecure protects the SSAA logo & members

5

IMPROVE YOUR BUSINESS l Updated Self Storage Agreements l Updated CSA Guidelines & letter templates

6

LEARN & DEVELOP l SSAA Fundamentals Online Training Program

7

PARTNER ALLIANCE l Family Business Australia * HR Help Desk is currently unavailable in NZ

820+

MEMBERSHIPS

1500+

MEMBER FACILITIES

Phone AU 1800 067 313 / NZ 0800 444 356 Email: membership@selfstorage.com.au

SSAA CELEBRATING 30 YEARS | 17

Ian Hyland

A

fter obtaining his Commerce Degree, Ian took on a role in supermarket management.

After a few years, he was lured into the bookmaking industry. It was a natural choice for a man of Ian’s affable nature and intellect. After living the high life for several years, Ian could see that he needed to get into an industry where he could build asset value.

Ian leased a large, old warehouse in North Melbourne in the mid-1990s with the plan to lease the space for the storage of bonded containers.

However, not long after committing to a long-term lease, Australian Customs changed their handling of bonded containers and demand for space vanished.

Now stuck with a large, empty warehouse, Ian started installing small storage areas. He can recall fitting out as little as six units at a time in those exploratory days.

He saw demand continue to grow.

Ian understood that a fundamental change was occurring in inner Melbourne with the first wave of residential conversion of much of inner Melbourne’s industrial property. This increased demand for self storage.

In a short time, Ian had 300 customers in the North Melbourne facility and took the next step and purchased a warehouse in Wellington Street, Collingwood. He did a significant conversion constructing a 3 level storage facility with over 750 units.

The late 1990s was a busy time for Ian as he built occupancy and purchased the original North Melbourne building and expanded it to over 900 units.

First-class presentation was the hallmark of his business, along with a commitment to client communication and service. His management style combined a strong commitment to service levels and cleanliness.

While credit is given to Ian for his level of energy, he is keen to recognise the strong level of support he received from colleagues in the

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Natural business acumen and one of the most likeable personalities in the self storage industry. industry. He particularly acknowledges the great assistance he received from Bob Marsh.

Ian saw the advantage of providing supplementary services with the standard storage unit product. He was a leader in promoting additional services such as delivery acceptance, shelving in units and document

storage. All of these services contributed significantly to his revenue level and business success.

Ian has been an active member of the SSAA and a regular conference attendee. He has a bag of stories to tell and is proud of the strong friendship he made and retains in the industry.

In 2005 Ian sold both of his facilities to National Storage. He recalls that it was one of the most pleasant real estate transactions he has done. With a strong friendships with Peter Greer, Alan Contini and Andrew Catsoulis he says it was an open business transaction between good friends. l

OCTOBER / NOVEMBER 2020 INSIDER 115

18 | FEATURE SECURITY

Electronic locks – emerging technology

T

he self storage industry in Australia and New Zealand is on the cusp of a new wave of technology with the introduction of electronic locks into the industry.

WHAT IS AN ELECTRONIC LOCK? An electronic lock is an alternative to traditional padlocks and keys that offers keyless entry into storage units.

It is a locking device which operates using an electrical current which can be unlocked or locked using Bluetooth technology via an app on a mobile phone. It can also share Bluetooth (mobile) keys.

INTEGRATION Electronic locks can be fully integrated with industry software specialists like Storman and Sitelink and access gate control software. They enable full audit trails of access to units and can be set up with integrations to lock out a storer automatically when they are overdue with their account.

STORAGE AGREEMENTS The SSAA has released a slightly amended version of the Australian storage agreements to cater for this emerging technology. In August 2020 an updated version of the Standard, Managed and Mobile Agreements were released allowing for the use of both electronic and traditional locks within the industry.

Members who are seeking to retrofit or undertake new builds utilising this emerging technology in Australia should commence using Version 2 of these agreements. Updated 2020 New Zealand agreements are due for release later this year and will include wording to cater for electronic locks.

The product settings selected by a Facility implementing electronic locks will determine which of the Standard and Managed Agreements will be most likely to apply to storage services where electronic lock products are used to secure the space.

INSIDER 115 OCTOBER / NOVEMBER 2020

GENERAL INFORMATION The various systems allow storers to have fully audited ‘digital key sharing’ records. Storers can give access or permission by sharing digital keys. All access to and from any unit and the method of entry is all recorded in a log.

The SSAA has researched the functionality, adaptability and suitability to the storage industry of this emerging technology and has reviewed the two products available in the market, Noke Smart Entry and KAS. Electronic locks are a new development and their use does create questions as to whether the relationship between storers and facilities is best regulated by a Standard Agreement or a Managed Agreement.

Ultimately, this will be determined by each individual facility’s use of the locking system and whether that use more closely resembles the traditional Standard Agreement relationship or the traditional Managed Agreement relationship.

SSAA research reveals that both products can be utilised and adapted to suit industry model practices.

Members who are seeking to install electronic lock technology are encouraged to liaise with their product providers to modify the settings of the products they are using. This will ensure that functionality and access levels reflect the service the Member intends to offer. For example, if a Member wants to avoid the increased responsibility that comes with offering Managed Storage services, the Member will need to ensure their electronic lock settings are not the equivalent of ‘keeping keys’. Commonly, electronic locking products offer settings that do provide Members with the ability to access the space, which could be considered the equivalent of ‘keeping keys’.

Members could consider adopting the following settings to reduce the risk that they are deemed to have ‘kept’ keys:

l The product provider keeps a tamper-proof record of every time an electronic lock is opened. l The storer receives a notification every time the electronic lock on their space is opened. l The storer and the product provider are the only people who may open the electronic lock. l The facility would only be able to request the product provider open the electronic lock in the limited circumstances as described below.

Limited circumstances would include where a facility is required to ‘force’ or ‘break’ a lock under the Standard Agreement – such as in an emergency or after the storer is in default for more than 42 days.

Alternatively, a facility could have the ability to open an electronic lock (only in the limited circumstances described above), but this access should be password protected and that password should be available to limited members of facility staff. Facilities should seriously consider whether it needs this functionality, as this would be more likely to suggest that the facility is ‘keeping keys’ than if the facility did not have the ability to open the electronic locks itself.

As this is a new product in the self storage industry, it’s not certain that taking any or all of these measures will guarantee that a member will not be ‘keeping keys’. Until the use of electronic locks in the storage industry is legally tested, we cannot say with certainty that using electronic locks will not amount to ‘keeping keys’, but implementing the settings suggested should go some way to reduce the likelihood that they have done so.

Caution should be exercised, as ‘keeping keys’ will likely create a bailment relationship between the facility and the storer, as opposed to a mere licence for the storer to use the space. The facility will, therefore, have a greater responsibility for the goods. l

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20 | PLANNING

Self-Managed Superannuation Fund investment strategies

By Glenn Harris – Bishop Collins.

A strategy provides a pathway and focus when it comes to making important decisions on where to invest your hardearned wealth.

W

hen using a Self-managed Superannuation Fund (SMSF) to assist in creating your wealth for retirement we would like to highlight the importance of having a strategy when investing. With an SMSF, as trustee, you are responsible for developing and implementing the investment strategy.

IMPORTANCE OF A CONSISTENT INVESTMENT STRATEGY A strategy provides a pathway and focus when it comes to making important decisions on where to invest your hard-earned wealth. Not unlike a professional athlete, focus, a clear plan, and a consistent strategy is critical to success when it comes to investing and building wealth. If your pathway

INSIDER 115 OCTOBER / NOVEMBER 2020

is unclear it is likely you will change strategy too frequently resulting in a poor long-term outcome.

Investors who attempt to ‘pick the market’ have very little room for error. Consider the following Morning Star analysis. Investors who stayed in the market for the last 20 years (or 5,035 trading days) achieved a compound annual return of 6.1%.

However, that same investment would have returned 2.4% had the investor missed only the 10 best days of stock returns.

Further, missing the 50 best days would have produced a loss of 5.5%.

Although the market has exhibited volatility, on a daily basis, over the long term, stock investors who stayed the course were rewarded.

COMMERCIAL CONSIDERATIONS Using your SMSF as your investment vehicle, offers numerous positive commercial outcomes. You will have full choice on individual investments.

This may even include using gearing to acquire property or other investments. (e.g. Commercial property to be used by a related business). With this choice comes flexibility in changing investments depending on individual members circumstances including having members in both accumulation and pension.

Taxation is a significant benefit of having your investment portfolio in an SMSF. Investment income and gains will be taxed at 15% and discounted capital gains at an effective rate of 10%. When your account

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Not unlike a professional athlete, focus, a clear plan, and a consistent strategy is critical to success when it comes to investing and building wealth. balance is in pension phase your tax rate will drop to 0%.

The administration costs of an SMSF are fixed and not a percentage of the assets. This means as your fund grows the administration costs decrease. Also, an SMSF provides transparency in relation to administration and other costs.

COMPLIANCE CONSIDERATIONS Using an SMSF also has significant compliance considerations. As recently as February this year the ATO has provided further detailed guidance on what they expect to see from trustees of an SMSF regarding documented investment strategies. The days of a boiler plate ‘one size fits all’ template for an investment strategy is unlikely to make the grade. The ATO has provided this guidance clearly to SMSF auditors.

A breach could possibly result in a penalty of $4,200 on each trustee.

The ATO is not a prudential regulator and will therefore not assess the merits of an SMSF investment strategy. However, the ATO will assess trustee compliance with the development and implementation of the investment strategy.

A properly formulated investment strategy is also a strong defence for the trustees and advisers, should investments fail against potential actions that might be initiated by the ATO or others who have suffered a loss. l

Should you require any further information in relation to your superannuation savings journey or the benefits and responsibilities of operating an SMSF please contact Phil Keenan PhillipKeenan@bishopcollins.com.au or (02) 4353 2333.

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FOCUS ON | 23

When a workplace safety inspector comes a knockin’

By Stephen Pehm, OHS Consultant – Action OHS Consulting.

F

or most self storage operators, the only time you will see a Workplace Safety Inspector is if: l You have a serious safety-related incident in your workplace which you notified to your Safety Regulator l A report of a potential safety breach related to your workplace is made; l If an Inspector calls in to see you in a random or hazard targeted program.

A notifiable incident or a negative report may mean a (serious) incident or safety breach has occurred, while a targeted hazard program will likely be conducted in a much more relaxed setting.

The first thing to say about a Safety Inspector Visit is that you should not panic! If you have been managing safety, you can use the visit to health check your system. Most Inspectors are willing to offer advice about how to address identified safety issues, so use them as a resource. Remember, it is an offence to hinder, obstruct, assault, threaten or intimidate an inspector or a person assisting an inspector.

IF A SAFETY INSPECTOR TURNS UP:

1 2

Ask for them to wait until you or an appropriate manager can meet with them. If you know, they are coming in advance, be there to greet the Inspector.

The Inspector will always show their identification and let you know the reason that they have come to your storage facility. If the inspection is the result of a complaint, the general nature of it will be outlined to you.

As a first step, most Safety Inspectors will ask if you have a Health and Safety Representative (HSR), if you do, you should ensure they are available as they have the right to accompany a Safety Inspector.

Ask the Inspector to define the areas that they will need to see and accompany them, taking notes as you go and even taking photographs. While a visit will generally be confined to specified areas, they can legally demand to see any part of your facility.

Stay with the Inspector during the walk-around. Ask as many questions as you need to, to ensure full clarity on all items discussed.

Where possible, fix any noted issues as you go or make a note and inform the Inspector that you will have the issue addressed as soon as possible.

Only provide records to a Safety Inspector which are specifically requested. Having all your documents easily accessible certainly helps. A Cloud-based software management system such as Safety Champion can assist you in this.

3

4 5 6 7

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8

Use the closing part of the visit for summarising any hazards, issues and possible controls with the Safety Inspector. In most cases, any defects which are not able to be rectified during the inspection will result in an Improvement Notice. Remember, clarify any of these which you are unsure about with the Inspector.

If you can engage the Inspector as an ally and impress on them that you are keen and willing to make improvements to your system, they are generally keen to help and will point you in the right direction. l If you do get an improvement notice, don’t worry. Contact the SSAA OHS Help Desk on 1800 067 313. They can provide advice and guidance in respect of any notice issued by a Safety Inspector and answer any questions you have.

OCTOBER / NOVEMBER 2020 INSIDER 115

24 | SSAA INDUSTRY WEEK

SSAA INDUSTRY WEEK VIRTUAL SERIES 12–16 OCTOBER 2020

Industry Week is a new and exciting event for self storage owners, operators and investors.

Previously the SSAA hosted Open Days around Australia and New Zealand to showcase the business of self storage. These events included presentations and a mini trade show by SSAA service members providing an overview to members and potential members of the different aspects of self storage. Earlier this year two events were hosted, one in Hamilton NZ and the other in Kingscliff NSW. The third event was to be hosted in Canberra in mid-October.

Due to COVID-19 the SSAA can no longer host this scheduled event in person. Hence the new concept of SSAA Industry Week – Virtual Series has been developed. This new and exciting format will deliver informative sessions via a digital platform for all to view and participate.

Why is it being delivered over an entire week?

That’s because we want to provide one-hour sessions over 5 days, rather than expect participants to give up one whole day.

The event will include informative videos, guest interviews, participant interaction via the Chat Line and concludes with the first ever online facility tour.

The online environment allows for these learning opportunities for all members regardless of your location and is a great way for the industry to stay connected.

JUST BECAUSE WE CAN’T SEE YOU IN PERSON, DOES NOT MEAN WE CAN’T CONNECT VIRTUALLY!

This is a free event and open to all members and non-members.

Reserve your place today! https://selfstorage.org.au/event/industry-day-virtual INSIDER 115 OCTOBER / NOVEMBER 2020

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SSAA INDUSTRY WEEK – VIRTUAL SERIES 12–16 OCTOBER 2020

DAY 1 12 October 11.30am – 11.45am

STORY OF STORAGE Introduction and Video Presentation

PRESENTED BY

Susan Phillips

GUEST PANELLISTS

11.45am – 12.30pm

DESIGN & CONSTRUCTION Panel Discussion

GUEST PANELLISTS

DAY 2 13 October 11.30am – 12.30pm

CONSTRUCTION EXTRAS Panel Discussion

GUEST PANELLISTS

DAY 3 14 October 11.30am – 12.30pm

DAY 4 15 October 11.30am – 12.30pm

DAY 5 16 October 11.30am – 12.00pm

SECURITY & SOFTWARE Panel Discussion

STORE MANAGEMENT & WEBSITE DESIGN Panel Discussion STORAGE – THE COMPLETE PICTURE Interview

GUEST PANELLISTS

GUEST PANELLIST

PRESENTED BY

12.00pm – 12.30pm

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TAKE AN ONLINE FACILITY TOUR Video

OCTOBER / NOVEMBER 2020 INSIDER 115

26 | COMMUNICATIONS

How to communicate a tricky topic to your customers

By Rebecca Smith – That Comms Co.

C

ommunicating a difficult message to your customers isn’t a task that you should rush. Whether you are announcing a fee increase, or letting your customers know that their stored belongings have been damaged, a strategy for your communication will set you up for the best outcome.

The following steps will help you prepare for and deliver your message with compassion and clarity.

BE HONEST AND UP-FRONT When you know that information you need to share with customers is likely to make them upset or angry, it can be tempting to skirt around the issue and to look for a positive spin on the matter.

But the most important thing you need to relay to your customer is the truth of the situation — regardless of its severity.

Not being wholly transparent can mislead your customers and break down the trust you’ve worked hard to build.

Instead, always seek to provide the facts and as much helpful detail as you can (unless there are legal reasons not to) so your customers feel informed and reassured that you are being honest with them.

replies and has been briefed on how to respond to feedback. Likewise, staff who take customer phone calls should also be briefed on how they should respond to any calls that are received with empathy and understanding.

Don’t be afraid to say you’re sorry if the situation calls for it, even if you’re not directly responsible.

Expressing that you are sorry for any disappointment caused shows compassion and understanding. And if you are responsible for what caused the bad news, owning up to it and apologising is much more likely to earn you respect and forgiveness than avoiding accountability.

BE CLEAR As well as being transparent, it’s important to ensure your message is clearly communicated. Think about the different ways that your customers might interpret the information, and what you can do to help them understand it properly. If it’s a complex issue, consider preparing a list of FAQs that will help them to unpack the details of the situation. It may also be useful to have the information translated into other languages if your customers are from diverse backgrounds.

BE EMPATHETIC It’s to be expected that your customers may be annoyed, angry, or disappointed when you deliver difficult news to them. And you only need to put yourself in their shoes to understand why. So be prepared to listen and respond to you customers’ feedback – even if it doesn’t change the outcome of your message, it shows that you have compassion and are prepared to do what you can to make the situation less difficult for everyone involved. Be sure to have channels open to receive this feedback from customers too. If you sent the information by email, make sure someone is available to monitor

INSIDER 115 OCTOBER / NOVEMBER 2020

WATCH YOUR LANGUAGE There’s a time and a place for slang and emojis but a serious message isn’t it. Give serious information the respect it deserves and try to keep your language as formal as possible so your customers don’t get confused by your tone contradicting the gravity of the message. You should also keep your language as simple as you can to minimise the chance of any misinterpretation or misunderstanding.

USE THE RIGHT PLATFORM How you deliver your message to customers is just as important as what

Don’t be afraid to say you’re sorry if the situation calls for it, even if you’re not directly responsible. you communicate. In the previous issue of Insider we talked about how to choose the right medium for sharing messages with your customers, depending on the type of information that needs to be conveyed. The same principles apply here — for example, you wouldn’t post a general announcement on social media about an issue before directly contacting those affected by it first. If the message requires considerable detail and explanation, you also wouldn’t send it in a short text message to customers.

FOLLOW UP When people receive difficult or upsetting news, they will often take in only part of the information. Once you’ve sent your communication, consider sending a follow-up message with further details as they become available in order to reinforce your original message. Where appropriate, always try to offer ways for them to seek additional information too. l Need more help with your customer communications?

That Comms Co. is the SSAA’s preferred public relations and crisis communications service for its members and is able to be engaged to prepare holding statements and customer communications as required.

For more information and advice on crisis communications support contact SSAA PR Help Desk at admin@selfstorage.com.au or +61 3 9466 9699.

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the steel storage advantage

consultation and design supply and installation R3> restore + rebuild + replace noke smart entry system

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28 | NEW MEMBER

ADVAM on making payments easier for storage businesses and their customers

A

ccording to recent research, convenience, along with speed and helpful staff, matters the most to consumers. With the rise of technology comes consumer behaviour changes, increased expectations of convenience and opportunities for businesses to enhance the way they do business.

Now that everything is available online, consumers are influenced by so many touch points before they complete a purchase, including reviews, posts on social media or ads from different websites. It’s important for any business to stand out. Whilst storage companies all offer storage space, making it easy for your customers to complete a purchase through enabling a hassle-free payment experience will help them select you over your competitors.

ADVAM delivers world leading payment solutions, helping clients secure the benefits from better consumer payment experiences.

ADVAM’s solution suite is truly multi-

INSIDER 115 OCTOBER / NOVEMBER 2020

channel – online, mobile, unattended and via digital wallets.

ADVAM works with storage businesses to make payments easier for their customers and their business.

Through its PathToPay solution, storage businesses can securely process payments online or over the phone via the ADVAM Gateway, set up recurring payments, easily manage transactions using the administration portal and integrate with third-party business

software, potentially improving operational efficiency and ultimately addressing the market’s growing demand for convenience.

A Transaction Network Services company and with offices in Australia, the US, and the UK, ADVAM is a trusted payment partner by businesses around the globe. l For more information visit the website www.advam.com

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Southwell Service & Modernisation

Refurbish your old hoist - For a free assessment contact 02 4655 7007 or email service@southwell.com.au Southwell Engineering doesn’t just engineer market-leading lifts and hoists. Our experienced team of technicians can make tired and broken-down hoists work better than they did brand new. We can also add new functionality more cost-effectively than installing a replacement.

Southwell’s expert technicians will bring back ‘as new’ functionality to your lift Upgrade from goods-only to goods plus personnel and disabled access to meet the latest codes NCC/BCA, WHS Standards at a fraction of the cost of a new hoist Enhance your lift communication system to GSM standard for better workplace safety Switch out manual doors to an electric roller door for efficiency and ease of use Quick turnarounds for reduced downtime Guaranteed and maintained by Southwell Lifts and Hoists with 100% parts backup

Problem

Solution

Existing hoist manufactured in 1993 and with manual doors. Its mechanical door lock was broken beyond repair, the part discontinued and the old electrical controls did not meet the new codes.

Southwell upgraded the existing manual doors to powered doors to provide their storage clients with easier automated more lift-like operation. We also painted the hoist and gave its facade a much-needed facelift.

Southwell Engineering - Since 1945 Southwell is a proud, family owned company. Since 1945 we’ve been engineering, high-quality cantilever and scissor products in-house here in Camden, New South Wales, delivering and installing them around Australia and the world.

We design registered one of the original Australian hoist designs and we’ve continued to innovate, with creations like our Car Lift with Integrated Turntable.

36 Edward St, Camden NSW Australia 61 2 4655 7007 southwell.com.au

AVOIDING BREAK-INS AND BEING AN EASY TARGET

By Timm Martin, Sentinel Security.

I

t has been a crazy and busy time for everyone in security, and new products are coming on to the market daily as a result of the pandemic. There is more and more to learn each day for the Storage industry to be able to adapt as required.

Australia and New Zealand are still in varying degrees of lockdown which creates a few problems with staff on-site and off-site. Security companies are receiving quite a few calls coming through for help with CCTV and downloading or viewing footage.

These requests stemmed from facilities having more than normal break-ins. As the economic crisis increases so may these incidents, and as an industry, we need to be prepared. These incidents have happened as criminals are looking for easy targets, especially at times when they know fewer staff and customers are on-site. The increased requests have included: l Upgrading their perimeter deterrents l Additional cameras l Larger hard drive recorders l Additional CCTV training l Retro-fitting individual door alarms l Requests to download footage for police

INSIDER 115 OCTOBER / NOVEMBER 2020

These are all great deterrents, but there are many things staff can do each day to demonstrate that their facility isn’t an easy target. These start at the sales process as it is essential to be vigilant right from the beginning.

Understand the differences between genuine customers and those who are checking out your business because of potential illegal activities. Most legitimate customers have a specific idea of what they need to store and for how long.

Those who are checking out your business or looking for an easy target will often be vague and wishy-washy with answers to the most basic of storage questions.

Every day there are things that you can do that make your facility one the criminals will avoid. They need not be expensive fixes either, but simple things that are better to know about before an incident.

THINGS LIKE l CCTV – Check that all your cameras are working and recording, the timestamp on your NVR is correct and matches the current time. l Retrieve footage – Do you know how to retrieve footage from your device? If you aren’t sure, reach out to your installer or IT department and learn.

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SECURITY | 31

It will pay dividends when it comes a time you need to retrieve the footage fast. l Alarms – Check your fire doors and external doors are alarmed. Ensure you know when doors are opened any time. Check this regularly and reach out to your installer or security monitoring if they need addressing. l Keypads, driveways and aisles – Keep keypads clean daily, check they are working and display a message. Keep your driveways free from rubbish and debris and the same for internal aisleways. If customers notice rubbish, odds are someone looking to do the wrong thing will see these unattended areas and focus on those. l Facility check/walkthrough – If your facility is closed over a weekend, it is best practice to do a walkthrough Friday and again Monday morning. Once you have done a few thorough walkthroughs a few weeks in a row, you will get a feel for your store and how it should look normally, which then makes anything out of the ordinary easier to spot.

Customers appreciate a call to say they haven’t locked their unit correctly and they need to return to secure it, much more than you are calling to let them know there has been an incident, and they need to inspect if anything is missing. l Access logs accurate – Ensure your gate logs are up to date and synchronised with your computer. Check backups are carried out regularly. Periodically check codes and look for any that are often used to ensure customers have not given out “generic” codes to others. Regularly change utility, emergency and staff codes. Ensure multiple users assigned to a single unit all have a separate code.

For example, a tradesperson with one work unit and four apprentices should each have their own separate and different code (Sentinel, SiteLink and Storman can all do this). l Perimeter checks – Complete regular walkarounds of your perimeter. Check fences cannot be pulled up or scaled, look for any missing panels or struts and ensure that nothing scalable like empty pallets or ladders are accessible for ingress or egress. Do not invite people to learn how easy it is to to get in and don’t make it even easier for them to leave with goods they have stolen. l Maintenance security – CCTV, electric fences and perimeter PE Beams are fantastic deterrents and work well, but they need to be maintained. If they are not performing, they need to be recalibrated or re-programmed. In the case of cameras keep them free from cobwebs and dust, PE Beams need an unencumbered line of sight to work, so gardens need to be cut back periodically and if small animals (cats and foxes) keep setting them off, they can be programmed to allow for these so you don't receive irrelevant alerts.

The same for CCTV and false alarms, these need to be checked and eliminated. Otherwise, the alarms won’t be useful in the future.

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l Hardstand areas – Make sure caravan doors are locked and there is nothing scalable left behind like ladders and old tyres. Valuable cars/boats/jet skis are always best under a cover so as not to invite “looky-loo’s” if they are outside and visible. Ensure caravans and trailers are either chained/bolted down or have a hitch lock on them.

These are just a few things that are easy to do and will make your facility less of a target. If your facility has all the bells and whistles and you advertise this and be proud of your set up. During the sales process explain to customers what the benefits of the system are and ensure you follow this up any time there is an issue. If they set their alarm off accidentally during the day (we know this happens), take it as a chance to pop up from your desk and go say Hi to them. They will love that someone attended the alarm even though they were on-site. Little things like this keep the criminals away and targeting businesses that do not have the same level of care.

If your facility CCTV records number plates coming in and going out, let customers know. Those doing the right thing won’t be worried, but again those looking for a target will think again and look elsewhere. l

Our database of buyers is constantly updated, giving vendors the largest reach of buyers available.

MORE BUYERS = STRONGER COMPETITION = HIGHEST PRICE LEAVE IT TO THE EXPERTS TO GET YOU THE BEST RESULT.

Matt Walsh Highway Frontage Real Estate 0411 880 054 | 1300 661 950 L1. 146 Chapel St, St Kilda VIC 3182

mwalsh@highwayfrontage.com.au www.selfstoragerealestate.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

OCTOBER / NOVEMBER 2020 INSIDER 115

32 | MARKET UPDATE

How resilient is self storage?

By Linda Sharkey, Director – Urbis.

A

t the end of the financial year, the property market takes a breath and the internet is flooded with annual performance reports of listed companies and REITs. This year, analysists went into overdrive reporting on the outcome of various portfolios. Unsurprisingly, investors with more exposure to shopping centres, pubs and hotels delivered weaker results than portfolios weighted higher in logistics and alternate investments such as self storage. Some traditional sectors reported less than 50% rental collection over Q4 2020 and portfolio valuation write downs were expected and accepted.

Resilience is the COVID-19 buzz word when it comes to property, a word we are quite familiar with in self storage.

So, just how resilient is self storage?

PRE-COVID-19 CONDITIONS COVID-19 hit us at an interesting time in the market – we were winding down from a busy residential selling season, the construction sector had been tapering off, household income

growth was slowing, population growth was faster than projected and new self storage supply was the highest it has ever been. And the health of the market in early 2020? Revenue growth was weak, particularly across East Coast Australia.

Table 1 (below) is a summary of December 2019 Urbis Storage Index (USI) monthly revenue results.

LATEST USI RESULTS It is not surprising that the latest USI release (June 2020) has continued the trend of weakened performance given revenue growth was subdued prior.

However, the real resilience test is the extent of which the market can sustain the impact of COVID-19.

Whilst the results are predominantly negative, we have not fallen off a cliff.

Pleasingly, we have observed some rebound in the months of June, July and August, and most markets are demonstrating continuing recovery as we learn to live with COVID-19.

Table 2 (opposite page) is an overview of the USI annual revenue

growth trend, based on monthly revenue as at 30 June each year

A NEW WAVE OF DEMAND Operators are reporting a shift in demand and user profiles. We are seeing more small businesses use storage to see them through the current challenges. Retailers are innovating to reach their customers via online platforms and e-shopping is in force. Essential products are in strong demand with quick, local despatching a priority. More people are choosing to operate businesses out of their storage unit, particularly where on-site facilities are good. Young adults have moved back home and are storing their possessions.

People are in limbo, waiting for a change in landscape to make their next move.

The purpose of the home has evolved - an office, a school, a sanctuary – all of which need space.

Discussions with major operators suggests notably higher move ins than move outs over July and August, along with increased new enquires.

Necessity appears to be driving the new wave of demand.

TABLE 1 June 2019 to December 2019

December 2018 to December 2019

Sydney Inner

0.17%

-0.63%

Melbourne Inner

2.46%

1.64%

Brisbane Inner

1.15%

-1.53%

Sydney Outer

-0.44%

-0.61%

Melbourne Outer

1.13%

-0.84%

Brisbane Outer

3.87%

1.50%

-0.05%

-0.62%

Melbourne

1.71%

0.25%

Brisbane

2.18%

-0.38%

Perth

0.29%

3.97%

Auckland

0.69%

2.51%

ZONE

Sydney

INSIDER 115 OCTOBER / NOVEMBER 2020

(Six-month revenue performance)

(12-month revenue performance)

www.selfstorage.org.au

TABLE 2 ZONE

December 2019 to June 2020

June 2019 to June 2020

(Six-month revenue performance)

(12-month revenue performance)

1.67%

1.85%

Melbourne Inner

-4.16%

-1.81%

Brisbane Inner

-2.35%

-1.23%

Sydney Outer

-1.80%

-2.23%

Melbourne Outer

-2.49%

-1.39%

Brisbane Outer

-0.09%

3.77%

Sydney

0.40%

0.34%

Melbourne

-3.23%

-1.58%

Brisbane

-1.48%

0.66%

Perth

-0.80%

-0.52%

Auckland

-1.10%

-0.42%

Sydney Inner

WHAT WILL THE NEXT SIX MONTHS BRING? Possibly the greatest risk to our sector is a prolonged period of low population growth. A trend of new supply in pockets of strong forecast population growth has emerged over the past 2-3 years. Likewise, revenue growth has benefited from new high-density residential development. Without new, concentrated population growth, pockets of new, or high, self storage supply may feel the heat.

Delinquencies (or arrears) appear to be holding strong. In fact, we have had some reports of delinquencies improving over the ‘COVID-19 period’ with more directed management.

Nevertheless, continual monitoring is important, particularly as Government stimulus ceases. We have also observed that the use of fee rate concessions (or incentives) is on the rise. The industry needs to be mindful that extended reliance on increased fee concessions will create a market dependency that may become difficult to shake. As valuers, we do not like to see these practices turning into rising trends.

Transactions have been occurring over the ‘COVID-19 period’ and capitalisation rates have held. We are also seeing new investment interest in the self storage asset class. However, value growth should not be dependent

www.selfstorage.org.au

MONTHLY REVENUE TREND MONTHLY REVENUE TREND

$2,300,000 $1,800,000 $1,300,000 $800,000 $300,000 2011

2012

2013

2014

2015

2016

2017

2018

2019

Sydney Inner

Melbourne Inner

Brisbane Inner

Sydney Outer

Melbourne Outer

Brisbane Outer

Perth

Auckland

on capitalisation rate compression alone. Protection of revenue will be the most important focus for operators, and indeed for valuers. Where real revenue growth is difficult to achieve, value can be created through reducing operating expenses.

In summary, the self storage asset class continues to show resilience when tested. As with previous market cycles, there will be opportunities and there will be challenges. The self storage market has responded well to the challenges of the COVID-19 pandemic, as it has done in previous downturns.

2020

The June 2020 USI release, as a point in time measure of the market, may have been a mostly negative story, although overall, the results are contained.

We are cautiously optimistic that the self storage market will push through the current challenges and continue to demonstrate strong resilience to external disruptors. l

OCTOBER / NOVEMBER 2020 INSIDER 115

34 | OH&S

Learning from the past What we can take home from the Melbourne hotel COVID-19 security failings.

By Stephen Pehm, OHS Consultant – Action OHS Consulting.

“…Those who do not learn from history are doomed to repeat it.”

– George Santayana I am sure that you have seen this quote (or slightly different versions) before. In the case of recent failings associated with the management of people in COVID-19 related isolation in various hotels around Melbourne, this quote resonates.

In this article, these shortcomings are discussed in relation to what went wrong. Inferences are drawn about what we can implement in our workplaces so that we do not repeat the mistakes demonstrated in the management of safety that concerned hotel security.

WHAT WERE THE MISTAKES? In late March, the Victorian Government awarded management of security associated with people who were staying in compulsory COVID-19 related self-isolation to a private based security firm.

It’s well known that the COVID-19 related outbreak, which commenced in July in Melbourne, was sourced to some of these hotels. While there is a current Government enquiry into what went wrong, evidence to date has been given of: l Security workers recruited on an ad-hoc basis l Security workers were given very little training in how to manage high-risk clients l No / little training provided concerning physical distancing l A lack of Personal Protective Equipment for security workers The result of this was a spread of the COVID-19 virus from contaminated hotel patrons in isolation to Security Guards, which was passed on to the greater Melbourne community.

INSIDER 115 OCTOBER / NOVEMBER 2020

The full extent of these practices will be determined by findings from the current Hotel Quarantine Inquiry. The problems appear to have resulted from three main shortcomings, namely: the wrong person for the job, a lack of training and information to enable workers to do the job safely and correctly, and a lack of equipment to allow workers to work safely.

WHAT CAN WE LEARN IN RELATION TO SAFETY IN OUR WORKPLACE? This case presents a very stark reminder to all of us about two things.

Firstly, good quality safety outcomes in work don’t just happen!

The uppermost management levels of a storage facility must ensure that safety-related outcomes are agreed and monitored. Those that are tasked to do the work at the operational level need to implement the agreed steps to do the job safely.

The second, is that shortcuts taken will likely increase the chances of people being harmed or even killed.

SIMPLE STEPS TO PREVENT ‘HISTORY REPEATING’ So what can be done to prevent such a detrimental COVID-19 like outcome in your storage facility? The three key safety themes can be summarised as: l Leadership commitment to working safely l Monitoring of work to ensure that agreed safety-related steps are implemented l Ensuring that the right people, required training, materials and resources are supplied and utilised Throw into the mix a culture of monitoring, responding to danger signals, before they result in harm.

Hold everyone to account to implement agreed safety steps, and then there

is every chance that COVID-19 related hazard, as well as any general safety hazards, will be controlled.

While it can be daunting to start this safety journey, the current presence of the COVID-19 hazard in our workplaces presents an excellent opportunity to do this. The COVID-19 control approach can be applied to any workplace hazard.

The SSAA in collaboration with Action OHS, have developed a self storage specific, COVID-19 Safe Risk Management Plan. Visit www.selfstorage.com.au/ MemberAssets to download and customise your copy today. l

The OH&S Help Desk has been established by the SSAA to support its members. This advisory service is free. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.

www.selfstorage.org.au

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36 | HR HELP DESK

JobKeeper after 28 September 2020

By Cath Grawe, HR Central Communications Officer

F

or many, this year has been one of stress and anxiety. It has perhaps resulted in an agile or changed business model to remain active during the COVID-19 pandemic and sadly some positions may have been made redundant.

Alongside masks and hand sanitiser a lot of people have also been operating their business under the Jobkeeper scheme and whilst it has been extended until March 2021, it has a few changes to keep in mind.

Post 28 September, 2020, when the original Jobkkeeper is due to finish, eligible business will still be able to apply, but under these circumstances.

Payments will still be calculated fortnightly. To be able to claim you will need to meet the decline in turnover test.

28 SEP 2020 – 3 JAN 2021 (DECEMBER QUARTER) For a company to be eligible their actual GST turnover for Sep 20 Quarter must be down by percentage in Table 1, above, against same period in 2019.

Employee: The reference date for assessing which employees are eligible for the JobKeeper Payment is now 1 July 2020 with effect from 3 August 2020. The reference period for employees regarding their hours worked to determine their tier of payment will be the two fortnightly pay periods prior to 1 March 2020 or 1 July 2020. The period with the higher number fortnightly pay periods prior to 1 March 2020 or 1 July 2020. The period with the higher number of hours is to be used for employees who were eligible at 1 March 2020.

Payments Amounts: $1200 (20+ hrs), $750 (<20hrs)

4 JAN 2021 â&#x20AC;&#x201C; 28 MAR 2021 (MARCH QUARTER) For a company to be eligible their actual GST Turnover for Dec 20 Quarter

INSIDER 115 OCTOBER / NOVEMBER 2020

TABLE 1

BUSINESS TYPE

PERCENTAGE

Registered Charity

15%

Business Turnover <$1BN

30%

Business Turnover $1BN +

50%

must be down by percentage in Table 1 above against 2019 Employee: The reference date for assessing which employees are eligible for the JobKeeper Payment is now 1 July 2020 with effect from 3 August 2020.

The reference period for employees regarding their hours worked to determine their tier of payment will be the two fortnightly pay periods prior to 1 March 2020 or 1 July 2020. The period with the higher number fortnightly pay periods prior to 1 March 2020 or 1 July 2020. The period with the higher number of hours is to be used for employees who were eligible at 1 March 2020.

l Direction to take annual leave due to the coronavirus outbreak l Jobkeeper notification of stand down letter l Working from home checklist l Redundancy l Sending people home who are unwell l Underperformance (what is tolerated during these conditions, and what is not) l Anxiety and stress in your employees l *This information may be subject to change after date of publication.

Payments

If you would like any further information call the SSAA HR Help Desk 1300 017 722.

Amounts: $1000 (20+ hrs), $650 (<20hrs) In addition to the above information, call the SSAA HR Help Desk if you would like any help with the following: l Standing down an employee for employers NOT accessing the jobkkeeper scheme l Jobkeeper stand down direction to reduce hours or days of work l Jobkeeper direction to change employees duties and/or work location

Advice.

Awareness.

Connect.

Collaborate.

HR HELP DESK 1300 01 SSAA / 1300 017 722

www.selfstorage.org.au

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storage@midlandinsurance.com.au find us on:

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38 | NSW NEWS

DEAR LEGAL HELP DESK Q

We recently sold up an overdue storer’s unit and now have in our possession an urn of ashes, what should we do with them?

A

(Australian members):

The disposal of ashes is an ethical rather than legal dilemma for the Facility. We recommend making further attempts to contact the storer and the Alternate Contact Person (ACP), including a notice in writing providing that if no arrangements are made for the ashes to be collected within a set period (e.g. 60 days), then the Facility will dispose of it without further notice. The Facility should make a file note of each attempt.

In the event these attempts are unsuccessful, the Facility may dispose of the ashes.

We note that local council and other public bodies have varying requirements concerning the disposal of ashes, with some having no formal or published policy. It may be helpful to contact the crematorium listed in the crematorium certificate and ask whether they have somewhere that ashes can be sensitively disposed.

INSIDER 115 OCTOBER / NOVEMBER 2020

A

(New Zealand members):

A similar position applies in NZ. We would like to add that as disposal of ashes is such a sensitive matter, we recommend that the Facility ensures that it holds onto the ashes for a sensible period of time after the notice period expires and of course that it keeps copies of all notices that it has sent to the storer and ACP. While there is no legal obligation to hold on to the ashes for longer than usual, it would reduce the risk of causing distress to the storer (if they did turn up at a later date) and possibly negative publicity if the storer publicised the disposal of ashes.

Like Australia, many local councils in New Zealand restrict how ashes can be disposed of. If you have details of the crematorium that processed the ashes, we recommend contacting them for advice.

Q

We have the Agreements, ID, death certificate and a Letter & ID from a storer’s Mother & ACP stating that they give permission for us to dispose of the storers items. Can we now proceed with disposal?

A

(Australian members):

On the death of a Storer, all property including the goods in his storage unit vest in either the executor under his will or the administrator of probate (appointed by the court). Only the executor or the administrator is legally permitted to deal with the Storer’s assets. Therefore the facility should only follow the Storer’s mother’s request for disposal of the stored goods, if you are satisfied that the mother has legal capacity. The best way to ascertain her legal capacity is to sight a grant of probate or letter of administration appointing the mother by name. These are official court documents and will have a court seal on them.

In certain situations, however, where the estate of the deceased is of little value, the executor/next of kin may not elect to obtain a grant of probate due to the costs involved. Should such a circumstance arise, we recommend having the executor/next of kin of the estate sign a statutory declaration which includes an indemnity provision. This will allow the facility to deal with the goods at the direction of the Executor/next of kin without probate being obtained and with limited risk.

www.selfstorage.org.au

LEGAL HELP DESK | 39

A

(New Zealand members):

The advice set out above for Australian members also applies for New Zealand members.

Where the executor is claiming that grant of probate is not required as the estate is of little value, we also recommend that the facility considers requesting a letter addressed to the facility from a lawyer representing the person administering the estate confirming that: l probate and letters of administration are not required under the Administration Act 1969; l the person requesting access to the storage unit is entitled to claim the deceased’s estate and to access the deceased’s items stored at the facility; and l the facility may grant access to the person requesting access so that the person may administer the estate.

Where probate/letters of administration are not granted, we also recommend that a representative from the Facility videos/photographs the goods in the space when it is accessed, to provide a record of what is in the space in case there is a later dispute.

Q

Recently we had a Power of Attorney (“POA”) come in and want to get a sign up for a storage unit on behalf of the donor (whom is under house arrest).

When signing up she provided the paperwork and her license showing that she is in fact authorised to act as a POA and completed the storage Agreement under the donors name making herself the ACP. She then signed the paperwork as herself.

However, as the client (donor) did not attend the Facility, we never received his license. Should we have got a copy of his license

also, and should we get a copy now given that he could potentially be able to leave the house and attend the Facility at a later stage? Does an ACP have the ability to cancel an Agreement? Does this differ for a Power of Attorney, as they are indirectly the client?

A

(Australian Members):

1. Obtaining a copy of the Storer’s licence. We recommend that the Facility does obtain a copy of the Storer’s licence if possible. Retaining a copy of the Storer’s licence will allow the Facility to: l identify the Storer if he attempts to access the facility or if there is any dispute in relation to the power of attorney (POA); l search the PPSR if there is a default in storage fees; and l provide relevant details to authorities if required.

2. Capacity to terminate the contract. The power of attorney will outline whether the appointed attorney has the capacity to enter into or terminate contracts on behalf of the donor. These powers can be found in the POA and will either relate to personal, financial or specified matters.

In general, when dealing with appointed POAs, you should read the POA documentation carefully before entering into a storage agreement.

When reading the POA documentation ensure that: l the appointed POA has the power to enter into the storage agreement on behalf of the Storer; and l the POA is enduring or, where the powers have been granted for a specified time period one, that it is within this specified period.

A validly appointed attorney will have the capacity to terminate a storage agreement.

A

(New Zealand members):

New Zealand members should also follow the advice given for Australian members above. A Facility should, of course, consider carefully the risks involved with storing goods for a criminal who is being represented by a third party (under a power of attorney).

If the Facility decides to proceed, an original copy of the POA should be sighted, and a Certificate of NonRevocation (which confirms the POA is still valid) should be required to be provided by the Attorney.

Q

We have an ACP taking the Storers goods as the account is well overdue.

If the storer that is the contract holder calls in the future and asks about his goods, do we have to tell him the ACP has taken the goods?

A

(Australian Members):

A

(New Zealand Members):

While the Facility is not technically required to tell the Storer that the ACP has collected the goods, to avoid further disputes in the future it would be good practice to inform the Storer that: l his payments were overdue, and the default notice procedure under the Agreement was followed by the Facility; l the ACP has paid his account in full; l the ACP has collected the goods in accordance with Clause 10(i) of the Agreement; and l the Facility’s Agreement with the Storer is terminated

The storer is entitled to information about their account and the termination of their contract so yes you should provide the information recommended for Australian members (but with the clause number from your agreement). l

Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.

www.selfstorage.org.au

OCTOBER / NOVEMBER 2020 INSIDER 115

40 | TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: +61 7 5492 3242 E: evan@alarmquip.com.au www.alarmquip.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccessw.com.au –––––– Sentinel Storage Systems Jason Keane T: +61 3 9988 2035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: +61 3 9554 5600 E: vbm_vic@visy.com.au www.visyboxesandmore.com.au Branches across Australia and New Zealand

CLEANING Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

FREIGHT Jetta Excess Baggage Pty Ltd Lyle Honess T: 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au

LOCKS ASSA ABLOY Peter McLean T: +61 2 8745 7016 E: peter.mclean@assaabloy.com www.assaabloy.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

PRINTING Homestead Press Joe Barbaro T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

INSIDER 115 OCTOBER / NOVEMBER 2020

STORAGE AUCTION iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au

TELECOMMUNICATION URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au A-Line Construction Jerry Garton T: +64 1 1242 0063 E: jerry@alineconstruction.co.nz www.alineconstruction.co.nz –––––– Austra Energy Project Johnny Kim T: +61 3 9314 4746 E: info@austraenergy.com.au www.austraenergy.com.au –––––– Beach Construction NSW Pty Ltd Skye Reardon T: +61 2 9550 9199 E: sreardon@beach.com.au www.beach.com.au –––––– B & D Australia James Tyson T: +61 7 3883 0248 M: +61 417 702 636 E: james.tyson@bnd.com.au www.bnd.com.au –––––– Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au www.corporateconstruction.com.au –––––– G&M Stor-More Michael Watson T: +61 2 4733 5048 E: michael@gmstormore.com.au www.gmstormore.com.au –––––– Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Kiwimark Construction Ltd Travis Morgan T: +64 7 576 5494 T: +64 7 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz

RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au –––––– Steel Storage Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au –––––– Taurean Door Systems Adrian Valente T: +61 3 9721 8366 E: adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

FINANCIAL SERVICES Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au –––––– Moore Markhams Sam Bassett T: + 64 9 306 7103 E: sam.bassett@markhams.co.nz www.markhams.co.nz

HR SERVICES HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com www.aon.co.nz –––––– Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

www.selfstorage.org.au

TRADE DIRECTORY | 41 LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS David Head T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au

ABT Loadmac Ltd Chris Walker T: +44 0 1989 563 656 E: chris.w@loadmac.com www.loadmac.com –––––– Orbitz Elevators Justin Lee T: 1300 851 554 E: info@orbitzelevators.com.au www.orbitzelevators.com.au –––––– Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au –––––– Pioneer Performance Leigh Thewlis T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au –––––– Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au –––––– StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au

OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au

www.selfstorage.org.au

REAL ESTATE & VALUERS Box Commercial Estate Agents Robert Stanley-Turner T: +61 4 1898 2000 E: rob@boxcom.com.au www.boxcom.com.au –––––– Colliers International Holdings (Aust) Ltd Dylan Adams T: +61 2 9257 0222 E: dylan.adams@colliers.com www.colliers.com.au –––––– Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Fallon Valuers Martin Fallon T: +61 3 9674 0374 E: martin@fallonvaluers.com.au www.fallonvaluers.com.au –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Jones Lang LaSalle Paul Ben-Nathan T: +64 9 366 1666 E: paul.bn@ap.jll.com www.ap.jll.com –––––– m3property Jeremy Hoffman T: +61 7 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: +61 7 3620 7901 E: ross.perkins@m3property.com.au www.m3property.com.au –––––– Urbis Linda Sharkey M: +61 410 902 116 E: lsharkey@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS EZIDEBIT Renee Williams T: +61 7 3124 5500 E: sales@ezidebit.com.au www.ezidebit.com STORMAN AUSTRALIA Andy Shaw T: +61 7 3319 1522 E: sales@storman.com www.storman.com STORMAN NEW ZEALAND Andy Shaw T: +64 9 280 3393 E: sales@storman.com www.storman.com

ADVAM Pty Ltd Clare Millwood T: 1300 130 778 E: advam@tnsi.com www.advam.com –––––– Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au –––––– Podium Taylor Cutler T: +61 478 180 191 E: taylor.cutler@podium.com www.podium.com –––––– Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– Flex Box Ltd Lene Nielsen T: 852 2881 0856 E: ln@flex-box.com www.flex-box.com –––––– Havener Enterprises Alan White E: alan@havenerent.com www. portablestoragebox.com –––––– Quickbuild Containers & Sheds Phil Tindle T: + 64 2 196 7604 E: sales@quickbuild.co.nz www.quickbuild.co.nz –––––– Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au –––––– R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

OCTOBER / NOVEMBER 2020 INSIDER 115

42 | NEW MEMBERS FACILITY MEMBERS Abacus Beaudesert Mini Storage 4 Barrum Court, Beaudesert 4074 QLD T: +61 427 769 552 E: t.jn@live.com.au –––––– Ballarat Storage Centre 17 Wilsons Lane, Sebastopol 3356 VIC T: +61 3 5335 9331 E: ctay2136@bigpond.net.au –––––– Burnie Storage 17A Scarfe Street, Camdale 7320 TAS T: +61 400 334 333 E: burniestorage@gmail.com –––––– Goodall Storage 31 Goodall Ave,Kilkenny 5009 SA T: +61 405 147 928 E: goodallstorage@gmail.com –––––– Hathway Storage 11 Frank Street, Tamworth 2340 NSW T: +61 497 692 158 E: hs@helmadvisory.com.au –––––– Mates Rates Self Storage 14 Hurrell Way, Rockingham 6153 WA T: 1300 755 756 E: reservations@matesratesstorage.com.au –––––– Mooroopna Indoor Storage Pty Ltd 94-100 McLennan Street Mooroopna 3629 VIC T: +61 411 632 876 E: mary@gvip.com.au –––––– Wanaka Storage Ltd 66 Ballantyne Road, Wanaka 9305, New Zealand T: +64 3 443 2660 E: richard@wanakastoragesolutions.co.nz

ADDITIONAL FACILITIES All Secure Self Storage Taupo Stag Park 140 Napier Road, Hilltop 3379, New Zealand T: +64 800 111 777 E: admin@allsecure.co.nz –––––– Freeway Business Park 14-40 Wills Street, Warragul 3820 VIC T: +61 3 5625 5294 E: accounts@acuitydg.com.au –––––– National Storage Blaxland 27 Attunga Road, Blaxland 2774 NSW T: +61 7 3218 8100 E: info@nationalstorage.com.au

National Storage Coffs Harbour 8-18 Craft Close, Toormina 2452 NSW T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Hervey Bay Southern Cross Circuit 10 Southern Cross Circuit, Hervey Bay 4655 QLD T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Kings Meadows 2 Merino Street, Kings Meadows 7249 TAS T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Launceston 5/11-13 Killafaddy Road, Launceston 7250 TAS T: +61 3 6339 1440 E: eastlaunceston@national storage.com.au –––––– National Storage Noosaville 77-78 Rene Street, Noosaville 4566 QLD T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Noosaville – Hofmann Drive 42 Hofmann Drive, Noosaville 4566 QLD T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Ormeau 4 Lahrs Road, Ormeau 4208 QLD T: +61 7 5549 3299 E: ormeau@nationalstorage.com.au –––––– National Storage Pakenham 26 Racecourse Road, Pakenham 3810 VIC T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Port Kennedy 14 Saltaire Way, Port Kennedy 6172 WA T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Seaford 12-14 Rutherford Street, Seaford 3198 VIC T: +61 3 9775 0515 E: seaford@nationalstorage.com.au –––––– National Storage Springwood – Lawson Road 51-55 Lawson Road, Springwood 2777 NSW T: +61 7 3218 8100 E: info@nationalstorage.com.au

National Storage Yandina 19 Bowder Road, Yandina 4561 QLD T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– Storage King Kumeu 167 Riverhead Road, Kumeu 0892 Auckland New Zealand T: +64 9 412 8713 E: kumeu@storageking.co.nz –––––– Storage King Redbank Plains 136 Eagle Street, Redbank Plains 4301 QLD T: 1800 100 700 E: redbankplains@storageking.com.au –––––– Storage King Stafford 15 Babarra Street, Stafford 4053 QLD T: +61 7 3905 3255 E: stafford@storageking.com.au –––––– The Storage 2 Trust 16 Neilson Court, Warragul 3820 VIC T: +61 03 5625 5294 E: accounts@acuitydg.com.au

PROVISIONAL MEMBERS Andrew Montague Merlot Road, Pakenham 3810 VIC T: +61 411 557 257 E: andrewwm86@outook.com –––––– AxxSe Pty Ltd 28 Yarraman Place, Virginia 4014 QLD T: +61 411 095 311 E: accounts@axxstech.com.au –––––– Jason Fahey 23 Ngaio Road, Waikanae 5036, New Zealand T: +64 2 7839 3653 E: jandkfahey@xtra.co.nz

SERVICE MEMBERS ABT Loadmac Ltd Ashburton Ind Est Ross on Wye, Herefordshire HR9 7BW United Kingdom T: +44 0 1989 563 656 E: chris.w@loadmac.com –––––– ADVAM Pty Ltd Level 2, 26 Franklin Street, Adelaide 5000 SA T: 1300 130 778 E: advam@tnsi.com

Code of Ethics The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professionalexcellence for the ultimate benefit of all members and customers.

As a SSAA member, you are required to follow the Code.

1. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

2. Members will treat all employees, customers and visitors to the site with respect.

3. Members will promote the positive image of the industry through ethical and honest advertising and business practices.

4. Members will undertake to report any suspected criminal activities to the relevant authorities.

5. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business.

6. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement.

7. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices.

8. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

SSAA CONVENTION 2021 THE LEARNING EVENT OF THE YEAR Coming to a web browser near you!

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MARCH 2021

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