Edition 120 - August / September 2021

Insider

120

AUGUST / SEPTEMBER 2021

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

30 year celebration interviews

Sam Kennard Phil Robbie

Insurance State of the Market Update Managing your assets

Self Storage Agreements

FAREWELL SSAA CEO SUSAN PHILLIPS

INDUSTRY NEWS | COMMUNICATION | HUMAN RESOURCES | OH&S | LEGAL | TRADE DIRECTORY

CONTENTS 3

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 Martin Coote Lock Distributors, New South Wales

12

16 12 FAREWELL SSAA CEO Susan Philips

Ned Coten City West Storage, Victoria

14 CELEBRATING 30 YEARS Phil Robbie

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

15 STORCO ADVERTORIAL Quality Products + Building Maintenance = A Lifelong Build

David Daddow Able Self Storage, South Australia Hans Pearson StoreLocal Group, Australasia

16 INSURANCE State of the Market Update

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

SSAA STAFF Susan Phillips CEO

Sandra Evans Office Manager

Vanaja Thomas Member & Partnership Officer Bryan Furtado Marketing & Events Manager

Andrea Banwell Bookkeeper/ Administration Officer

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

32 REGULARS

4 Chairman’s Report 6 CEO’s Report 8 Industry News 28 Communications 30 OH&S 34 HR Help Desk 36 Membership Desk 38 Legal

20 CELEBRATING 30 YEARS Sam Kennard

21 HOW CAN SELF STORAGE BE CONTACTLESS? 23 ASSET PROTECTION Protecting your assets – Part 1

24 INTERNATIONAL NEWS Record performance for UK self storage industry during pandemic

27 SOUTHWELL LIFTS AND HOISTS ADVERTORIAL Make your old goods hoist look brand new 32 BUILDING MAINTENANCE

40 Trade Directory

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, subcontractors 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.

AUGUST / SEPTEMBER 2021 INSIDER 120

4 CHAIRMAN'S REPORT

Ivor Morgan, Chairman SSAA l Vast improvements to budgeting processes to ensure financial accountability. l Overhaul to the Awards for Excellence nomination and judging process. l Development of a formal Member Complaints process. l Launch of new Storage Finder website in 2018 l New look Insider magazine e say farewell to Susan l Major upgrade to the SSAA Phillips after more than website in 2019 with a regular five years as the SSAA CEO. review process now in place to Susan has achieved so much in this improve user experience. time and I would like to highlight a list l Formation of alliance with Family of achievements during this period.

Business Australia. l Introduction of SSAA Open Days/ Industry Days in 2016 to attract new l Development of the Storage Interactive Platform (SIP) in 2019 to members to the Association. record details and regular updates l Review of the SSAA Constitution of all existing and proposed storage undertaken in 2017 and adopted by facilities in Auckland, Brisbane, members at the AGM. Sydney, Melbourne, Adelaide and l Implementation of the change in Perth. Stage 2 of the project to be length of Directorships from two to launched in July 2021 will see this three-year terms to improve stability database expanded to include for the Board.

Wellington (NZ), Gold Coast, l The establishment in 2017 of the Sunshine Coast, Newcastle & Audit Finance and Risk Committee Region, NSW south coast, with an independent Chair.

Canberra, Hobart, Ballarat, l Electronic process implemented in Bendigo and Geelong.

2018 for election of Directors. l Establishment of partnership l Development of Board policies in with an external law firm in 2019 2018 with annual reviews (Budget, to provide a wider range of legal Expenditure, Governance & advice via the SSAA Legal Help Desk Management, Investment, Risk for Australian members, further Management, Conflict of Interest reducing risk to the Association. and Risk Reviews).

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Further strengthening of relations with the external NZ law firm for our NZ members. l Implementation of Member Help Desks including HR, OH&S and PR. The alliance with external partners to provide these services removed the risk from our Association when providing advice and support. l Instigate the planning for the 30th anniversary celebrations capturing the history of the Association on film and in print. l Implementation of annual industry research projects including State of the Industry 2020 and the soon to be published Industry Snapshot 2021. l Development of online legal training for Australian members in 2021 with NZ modules in their final stages and to be launched later this year. l Launch of new SSAA brand in 2021.

All of these tasks were in addition to the regular functionality of a small office delivering regular member communications, events and the Annual Convention. The board would like to personally thank Susan for the solid foundation she leaves behind for Makala Ffrench Castelli as the incoming CEO. We wish Susan every success and happiness in her future endeavours and I’m sure we will miss her friendly and open approach to all.

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6 CEO'S REPORT

Susan Phillips, CEO SSAA

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“

t’s been an interesting journey since 2016 when I took on the role of CEO of the SSAA and to say that it has maintained its ‘interesting status’ would be an understatement.

No two days are ever the same, although that would have been nice, occasionally.

There are always favourite parts to every job and getting out and about to meet members and seeing their facilities was something I enjoyed immensely. Listening and watching as an owner showed me through their facility and the unique features that made them stand out from the crowd in what essentially is a large building with lots of roller doors and packing boxes on display.

However, many of our members have their quirky ways to create a point of difference, for instance piped music in the aisleways, man caves, rows of bright pink roller doors to support breast cancer, creative designs and clever quotes on storage boxes, external decorative night lighting, underground storage units, storage box Christmas displays, imaginative logo designs and the list goes on.

It has been a privilege to work with people who have such genuine passion for their industry sector, whether that be our members who are behind the ideas, designs and building of a facility or those who add the finishing touches to the fit

It has been a privilege to work with people who have such genuine passion for their industry sector.

Susan Phillips with the SSAA team at LEOTY.

INSIDER 120 AUGUST / SEPTEMBER 2021

out and everyday operations. Many of our service members have been around since the very beginning of the Association helping our facility owners make the most from their investments.

Facility owners and operators have contributed generously with their time to make the industry the best it can be through their constant engagement at events or contributing information in surveys and research projects.

To say the very least, our members are never shy when it comes to sharing their opinions.

Although the industry has been undergoing change due to consolidation and there will be much more activity in this area, there is one thing that remains constant – the storer. Collectively we see ten of thousands of consumers pass through our doors and every day the SSAA office receives calls from members to help with a situation.

Some of these are more challenging than others.

There has been the odd earthquake, fire, flood, arson attack, dead body, drug raid, meth lab and on one occasion the SSAA Office had to go into lockdown (not due to COVID-19) when an aggrieved storer made threatening calls to me.

Fortunately, police back-up resolved the matter quickly.

So, there will be moments I will miss and others that I will not. The great SSAA Team will be there to help you each day. It is my very great pleasure to be handing the reigns over to our new CEO Makala who shares the same passion and a wide knowledge of the industry. I remain a member and am looking forward to returning to oversee the operations of my own facility.

I sincerely wish to thank all who have helped me through the journey, some moments were bumpier than others!! Bring on 2022 when I will be meeting up with many of you in March at the SSAA Annual Convention and 30th Anniversary celebrations in Melbourne.

Until then, best wishes and thank you. l www.selfstorage.org.au

online move-ins

online payments

sales & marketing

access control integrations

locally secured

extensive reports

finance exports

local support single or multi site

facility map

Tomorrow’s self storage software, today!

8 SSAA INDUSTRY INDUSTRY CELEBRATING NEWS NEWS 30 YEARS

All Secure new storage facility

All Secure’s new storage facility at Sylvia Park, Auckland opened in May and it services the suburbs of Mount Wellington, Penrose, Ellerslie, Panmure, Stonefields, Pakuranga, Otahuhu, Greenlane, Point England, Glen Innes, Remuera and East Tamaki. The facility has: l Packaging shop l Storage for business and personal needs l Boat, car, motorcycle and campervan storage l Personal lockers

Storco’s new build in Orange, New South Wales

Andrea Banwell

The SSAA welcomes Andrea Banwell , Bookkeeper/ Administration Officer. Andrea has worked in the administration and bookkeeping field for about 20 years, with over 30 years of experience in customer service. Her bubbly and happy personality is available to help members with any queries and at any time. She is looking forward to talking and meeting everyone.

Kennards launch Workspaces

The Kennards story is about creating space for change. Nothing could exemplify this better than the latest iteration to their range; Workspaces

By Kennards. Co-working spaces and private office spaces have been embraced by remote workers, freelancers and entrepreneurs. They offer a more affordable arrangement to traditional office space and flexibility with no lock in contracts. Workspaces

By Kennards are innovative, boutique, private office rooms for rent, totally flexible with no lock in contract, no legals and no bond. Each space is accessible 24/7 providing bathroom and kitchen facilities.

INSIDER 120 AUGUST / SEPTEMBER 2021

Storco moved into their current facility in 2008, and although it is world-class, they want to push the boundaries even further with a new build. The new, world-class manufacturing facility will start turning soil in August with a completion date mid next year. This custom built facility will include a new Automatic European production line plus all their current manufacturing equipment. This shows Storco’s commitment to the self storage industry and Australian manufacturing. What an exciting new chapter in their 40-year history.

It is a 40,000 m2 block of land with 7,000m2 under roof. Storco are investing in the NSW Orange community and creating more jobs for the area.

International news Hong Kong is experiencing a boom in transactions involving industrial buildings as rising demand for storage space from businesses and homeowners lures local and foreign funds. US private equity giant Blackstone Group teamed up with StoreFriendly Self Storage Group to pick up an industrial building known as New Media Tower in Kwun Tong for HK$508 million (US$65.43 million) in April. The seller was Emperor International Holdings.

www.selfstorage.org.au

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.

www.selfstorage.org.au

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

10 DINK

INSIDER 120 AUGUST / SEPTEMBER 2021

www.selfstorage.org.au

INDUSTRY NEWS 11

Industry Event - Adelaide

The Association had its first Self Storage member networking evening and facility tour on Thursday, 3 June after a COVID-19 induced hiatus of 18 months.

The event was hosted by the Kennards Self Storage team at Adelaide Airport with the SSAA represented by board member, David Daddow.

It was a great turn-out by the local South Australian operators accompanied by several suppliers to the industry. Many commented how they had missed the openness and sharing within the industry fostered by these type of get-togethers.

Zoom is no substitute for placing a name with a face and several new to the industry attendees were welcomed to their first meeting, being able to meet experienced operators and learn more about the industry.

From left: Dom Lousin – Southwell Lifts & Hoists, Tania Wundenberg – Seaside Storage, Christopher Walker – Loadmac, Paul Maguire – VISY - (Behind), Blake Davies – Self Storage Australia, David Daddow – Able Self Storage [SSAA Board] – (Behind), Conrad Davies – Self Storage Australia, Liz Davies – Self Storage Australia, Colin Davies – Self Storage Australia, Darryl Hodgson – Kennards Self Storage, Tracy Verstop – Aldinga Self Storage, Kristy White – Kennards Self Storage, Ben Parsad – Steel Storage, David Eckermann – Self Storage Australia, Le’Anne Bagwell Coulter – Self Storage Australia, Kate Lapanowski – Self Storage Australia, Hayden Gage – Steel Storage, Gary Davies – Self Storage Australia

The cooler weather kept attendees in the warmer confines of the Kennards retail space for most of the get-together however Kennards Operations Manager for NSW and SA; Darryl Hodgson was able to tear everyone away from their conversations for a brief facility tour demonstrating the features and philosophy behind one of the more recent Kennards builds.

A NEW ALTERNATIVE For facility owners in Australia From experience comes wisdom.

SELF STORAGE

Management Services YOUR FACILITY YOUR BRAND OUR TEAM OUR RESPONSIBILITY EXPERIENCE IS EVERYTHING

Congratulations Jordan Frieze from Bishop Collins

In June the Central Coast annual Bay 2 Bay running festival was held in Brisbane.

The course started next to Woy Woy wharf and then followed the cycle path alongside Brisbane Waterfront, finishing in the Central Coast Stadium.

Jordan Frieze, Client Manager from Bishop Collins participated in the 12km course event on a very wet and cold day. Jordan did a cracking pace and was happy with his efforts.

www.selfstorage.org.au

OUT PERFORM

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Suite 610, 12 Century Cct NORWEST. NSW. 2153 www.vssm.com.au 02 9432 2880

AUGUST / SEPTEMBER 2021 INSIDER 120

Susan Phillips SSAA CEO 2016-2021

Zooming in with panelists at LEOTY, 2021.

Australian and New Zealand Members would like to thank Susan for her hard work and dedication to the Association over the past five years.

Stephen Boxall - Steel Storage

“From myself and everyone at Steel Storage, thank you Susan for your commitment and energy you brought to the role during your tenure. You showed great leadership during tough times over the past couple of years and you never lost your sense of humour. All the very best to you and the family with whatever comes next.

Welcome back home to Queensland.”

With Ivor Morgan, Chairman at the SSAA Convention 2019, Cairns.

Jonathan Layton - Storco

“The entire team at Storco will be sorry to see Susan leave the SSAA. She has always been a pleasure to deal with and her passion and enthusiasm for the SSAA and the self storage industry is second to none. Her commitment to continually improve means she will be leaving a lasting legacy of improvement across this great Industry! Good Luck Susan! “

SSAA Convention 2016, Melbourne.

Sam Kennard – Kennards Self Storage

“It is clear to all members that Susan brought a high level of commitment and passion to the industry and the SSAA. Her extensive and in-depth knowledge of the industry was a valuable attribute to the progress of the association. Susan’s dedication is something all members will appreciate and remember.”

Staff in Storage 2017, Sydney.

Keith Edwards – All Secure Self Storage

“Susan and I joined the Board of the SSAA in 2016. Susan impressed me with her industry knowledge and willingness to move the Board and the industry forward. Soon this was to be put to good use for the SSAA when Susan stepped up to take on the role of CEO at relatively short notice, leaving her own facility and husband in Charters Towers, and made her work for the Association a priority. Susan has been strong and positive in her beliefs and has strived to achieve a balance between all industry members.These personality traits have served us well and I really thank Susan for the work she has done for the industry and the Association. Susan has my very best wishes for her future.”

INSIDER 120 AUGUST / SEPTEMBER 2021

Industry Leaders Dinner, 2018.

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FAREWELL SUSAN 13

Elaine Coote – Lock Distributors

“Cheers to your decision to move on to the next stage in your life! Your professional skills and utmost dedication you have imparted to the SSAA over the past five years have been invaluable. Wishing you a relaxing and rewarding retirement as CEO of the SSAA. We will miss you very much.”

Learning Event of the Year, 2021.

David Head Southwell Lifts & Hoists

“All of us at Southwell wish Susan the very best and thank her so much for her support of all suppliers to the AUS/NZ self storage industry.

Congratulations Susan on your bright, intelligent and sunny manner over 5 years in consolidating the SSAA and wish we could all return to sunny North Queensland with you.”

SSAA Convention, Brisbane, 2018.

SSAA Gala Awards, Brisbane, 2018.

Dallas Dogger R6 Digital

Susan Phillips will be sadly missed in her role of Executive Officer of the SSAA. Reuniting many members over her tenure and helping grow the Association, her steady hand over our recent difficult times has been welcome and Susan has been a tireless worker for members. The Association owes a depth of gratitude to her for her service to our industry and her oversight over the many projects that the SSAA has delivered on. I wish her the best for her future endeavours.

SSAA Networking Event, Sunshine Coast, 2018.

SSAA Storage Summit 2017, Queenstown , NZ.

www.selfstorage.org.au

Sonja Becke – Visy Boxes & More

“During these recent unprecedented times where business has been affected by the COVID-19 pandemic; Susan and the team at the SSAA provided all members and service providers with constant updates on policies and procedures pertaining to the health and safety for all.

Susan has provided great support to the VBAM team as a service provider and for this we are grateful. It’s been our pleasure to work with the team at the SSAA. The VBAM team wishes Susan all the very best of success with her future endeavours and we look forward to providing continued support to the SSAA.” Visy Boxes and More would like to thank and acknowledge Susan Philips for her positive contribution at the SSAA over the past 5 years.

Caroline Plowman – National Mini Storage

Susan has been instrumental in reorganising the team and processes at SSAA and has been a key force in organising some great events. She has always been very supportive and has formed strong relationships with many operators in the industry. We wish her all the best for the future!

AUGUST / SEPTEMBER 2021 INSIDER 120

14 SSAA CELEBRATING 30 YEARS

Phil Robbie Phil Robbie has been part of the self storage since the mid 80s, proving that great leadership along with imagination and innovation, produces results.

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hil Robbie was an original participant in the innovative investment group formed under the leadership and guidance of the ACT entrepreneur, King Leggett in the early 1980’s. After seeing the successful self storage operation in the US, King Leggett put together an investor group of 10 Canberra businessmen. Each participant put in capital and most importantly was required to bring a relevant skill base to the group. Original participants included architects, civil engineers, builders, trade persons and, in Phil’s case, a background in computing.

The investment group took advantage of the ACT Government’s push to establish new industry in the ACT in the early 1980’s and was able to secure the U-Stow-It site in Belconnen under a favourable lease arrangement which provided an option to purchase in five years at the original land value. Construction on the Belconnen site started in 1983. The buildings were based on a modular form of construction with tilt slab walls set at 6 and 9 metre grids. Final configuration within these modules was flexible and U-Stow-it did a staged fit-out design in response to demonstrated demand in the early-stage occupancy build-up.

U-Stow-It developed an on-site management arrangement providing on-site accommodation and a rotation system for two separate managers. This provided both U-Stow-It and their site managers with flexible operating arrangements.

At that time there was not an established, locally available, management program for self storage so Phil was tasked with building a management and

INSIDER 120 AUGUST / SEPTEMBER 2021

“

The Canberra based U-Stow-It Group’s imaginative and incisive thinking allowed it to develop leading edge construction methods, progressive management systems and innovative investment structures in the self storage industry. Phil Robbie managed the Group from 1987 and under his leadership U-Stow-It became synonymous with industry best practice and leadership in the ACT. occupancy tracking program from the ground up.

Phil acknowledges the significant assistance and guidance offered by Jim Miller in the early stages of the development of U-Stow-It. Phil says that Jim provided the Group with the level of confidence to pursue self storage in the challenging early days of the industry. With increased activity Phil took on the role as Managing Director and further drove the development of U-Stow-It. In 1990 U-Stow-It commenced their second facility at Kambah. Final construction extended over two sites in close proximity. Phil recognises the high exposure location as significantly contributing to the success of this facility.

Phil remembers the difficulties in securing funds from bank lenders in the early days of the industry and the bank’s general lack of understanding of the self storage industry. As a result of these funding constraints, U-Stow-It expanded their investor base in the early 1990’s and formed an unlisted private company. This increased their investor base to over 40 investors. U -Stow-It investors took

a long-term view and original trading profits were reinvested in further growth and expansion rather than being distributed to investors.

In 1999 U-Stow-It purchased their site at Fyshwick. This high exposure site was developed in stages and utilised innovative construction and design techniques including two level drive-up access to several buildings on the site. By 2005 the facility comprised over 1,000 units.

In 2008 the U-Stow-It facilities were sold to Abacus Property Group and now operate as Storage King facilities. This rewarded investors for their long-term support over the life of the assets.

Phil has maintained a strong involvement with the SSAA over the years. He has supported and shared his knowledge and experience with other industry operators.He was designated as a Life Member of the SSAA in 2003 in recognition of his contributions to the self storage industry.

Phil continues his interest in the self storage industry and is in regular contact with the many friends he made in the industry. l www.selfstorage.org.au

STORCO ADVERTORIAL 15

Quality Products + Building Maintenance = A Lifelong Build

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ll buildings deteriorate over time. Maintenance, if regularly carried out, minimises deterioration and maintains your facility for many decades.

Maintenance helps protect the financial assets tied up in your self storage facility.

It can be beneficial to maximise the value of your property and get the best return on your investment when you’re ready to sell. The first single-level Storco self storage facility was built in 1980 on Dalton Street, in Orange NSW and to this day, it still stands strong. Along with many other sites built, they are still running at 95% plus occupancy and proves that a good quality thought-out build, with quality products and an effective maintenance plan, will generate an excellent return for decades.

When the Dalton Street facility was built, due to the cold climate of Orange during wintertime, snow loading was taken into account concerning the design of the building.

The choice of Storco concrete mullions was also a smart option.

Choosing the concrete structure over the steel ensures a longer lifespan

www.selfstorage.org.au

and easy maintenance should an accident occur, such as a car backing up into it. If this happens, the mullion can be repainted. These aspects of the build have assisted in maintaining the lifespan of the Dalton Street building. They were chosen right at the beginning of the design phase and have ultimately helped with minimising the regular maintenance requirements of the build over its lifespan.

The start of a cost-effective maintenance plan is in the building selection process and selecting the correct specifications of your self storage building.

Some design aspects for you to consider: l Your steel building materials are preferably Bluescope steel and have an extended warranty period. l Select the correct insulation for your climate and ensuring adequate ventilation to minimise humidity build-up. l High quality finishes on partition systems, and building frames will also minimise the potential for corrosion and customer damage.

“

The start of a costeffective maintenance plan is in the building selection process and selecting the correct specifications of your self storage building. l Control of both dust and pests is minimised by using a streamlined self storage specific partition system, as opposed to standard ‘cladding’ seen in shed buildings which are often utilised for self storage – as the system is not built specifically for self storage systems, it collects more dust and is prone to spider webs. l Concrete mullions between roller doors can also reduce damage from vehicles running into the building and can be painted every ten years to refresh the site. l

AUGUST / SEPTEMBER 2021 INSIDER 120

STATE OF THE MARKET UPDATE STATE OF THE insurance MARKET UPDATE A hardening market & rising premiums A H a r d e n i n g I n s u r a n c e M a r k e t & R i s i ng P r e m i u m s

INSIDER 120 AUGUST / SEPTEMBER 2021

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INSURANCE 17

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ll industries experience cycles of expansion and contraction, and this is particularly true of the insurance industry. Although no two cycles are exactly the same, insurance industry cycles typically last between three to ten years and incorporate phases marked by an expansion (hard market) and a contraction (soft market) of insurance availability.

Today, Australia is well into a hard market across most insurance lines effecting the majority of industries.

The most recent Marsh ‘Global Insurance Market Index’ report found that Australia’s commercial insurance pricing increased 35% in the fourth quarter of 2020, while financial and professional lines rose a whopping 51%. Both lines have been continuing an upward trend that began in the first quarter of 2017.

This suggests that the insurance industry is currently hovering around 10-11 o’clock on the insurance clock pictured above, with insurance experts predicting that the hard market will continue into 2021/2022, further exacerbated by COVID-19 and other issues.

What is a soft market vs. a hard market?

In a soft market, insurance companies have a broader appetite for ‘risk’, greater underwriting flexibility, and compete with one another by (generally) lowering premiums to attract more customers.

This is a period of time when insurance companies have highdollar reserves and can make money in the stock market. Thus, they can lower their premiums to a point where they either don’t make money or even lose money on the ‘underwriting’ side of the equation.

The characteristics of a soft market typically include: l lower insurance premiums l broader coverage l relaxed underwriting criteria, which means underwriting is easier l increased capacity, meaning insurance carriers write more policies and higher limits www.selfstorage.org.au

l increased competition among insurance carriers Alternatively, a hard market is when there is a high demand for insurance, but a lower supply of coverage available. The primary impact on customers is a rise in the price of insurance, and sometimes insurers reduce or stop providing cover for certain types of risk altogether.

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The Australian market suffered heavy catastrophe losses in 2020, shaken by bushfires, cyclones, floods and hailstorms which raged across much of Australia’s eastern seaboard and resulted in immense financial costs for the insurance industry.

The characteristics of a hard market typically include: l higher insurance premiums l low interest rates l an increase in the frequency or severity of losses l more stringent underwriting guidelines, making it more difficult to find options for insurance l fewer insurers writing certain coverage lines and specific industries l diminished capacity, meaning there are fewer insurers writing certain coverage lines and specific industries l less competition among insurance carriers.

Why are we currently facing a hard market?

The last few years has seen Australia gradually move towards a hard market; however it was 2020 where we saw insurance profitability take the biggest hit.

2020 reported only $35m in profit for the calendar year, which was a staggering 98.9% decrease on the $3.1bn reported in 2019. This profit loss was largely driven by natural catastrophe claims costs, provisions for business interruption claims, a large strengthening of long-tail claims reserves (long-term, large payout settlements), and falls in investment income.

Below is a little more detail behind the key contributing factors that have played a role in Australia’s transition from a soft insurance market to a hard insurance market over the last few years.

Increases in the frequency or severity of losses (natural catastrophes)

The Australian market suffered heavy catastrophe losses in 2020, shaken by bushfires, cyclones, floods and hailstorms which raged across much of Australia’s eastern seaboard and resulted in immense financial costs for the insurance industry. Insurers that have paid large claims for certain risks may be reluctant or unwilling to insure those risks in the future.

The 2019-2020 ‘Black Summer’ bushfires alone were unprecedented in terms of scale and damage.

The impact of the bushfires resulted in over 30,000 claims, resulting in insurers paying out a total of $2.4bn.

This was the most expensive claims payout since the devastating floods and Cyclone Yasi hit QLD in 2011, with insurance losses totalling over $4.5bn.

Insurers that have paid large claims for certain risks may be reluctant or unwilling to insure those risks in the future.

Falling investment returns for insurers

Investment income fell by almost 50% during the year due to lower returns in equities, fixed interest investments and indirect investments, particularly during the COVID-19 impacted March 2020 quarter.

AUGUST / SEPTEMBER 2021 INSIDER 120

The COVID-related global economic downturn has caused interest rates to hover near zero %, decimating the investment return income which insurers have traditionally relied upon as an integral source of profit.

COVID-19 has exacerbated and extended the hard market conditions with significant losses in Directors & Officers Liability (D&O), Employment Practices Liability Insurance (EPLI), Event Cancellation and other lines.

Social inflation

“

Reinsurance is the insurance that insurance companies purchase to protect their bottom line. Recent times have seen the cost of reinsurance increasing due to the large number of catastrophe losses around the world.

Social inflation is the societal trend towards increased litigation, plaintiff-friendly legal decisions, and larger jury awards – all of which put pressure on insurer performance.

The average number of securities class action claims lodged per year in Australia has risen by 300% since 2011. Big banks and financial services firms also continue to face a litigious 12 months as last year's Hayne royal commission hearings inspire regulators, consumers and shareholders to take them to court.

The surge in shareholder class actions has notably made its mark on the Directors and Officers Liability (D&O) insurance market. The future of the D&O market hangs in the balance as availability dwindles and costs surge for D&O insurance products.

Typically, the reinsurance market drives insurance pricing trends.

If reinsurers increase their costs significantly, insurers react by passing down their primary premium to the consumer. It’s only natural that as one rises, so does the other.

Australian agreements on reinsurance pricing for the first half of 2020 saw increases in the range of 10% to 20%.

Rising cost of reinsurance

2. Don't wait until renewal to

Reinsurance is the insurance that insurance companies purchase to protect their bottom line. Recent times have seen the cost of reinsurance increasing due to the large number of catastrophe losses around the world.

INSIDER 120 AUGUST / SEPTEMBER 2021

How to survive a hard market

Here are a few high-level recommendations you can adopt today to help you mitigate hard market impacts on your insurance spend.

1. Be prepared to provide more

detail at the time of renewal

Due to increased underwriting scrutiny, you may be required to submit additional applications.

review your policies and procedures

3. Update your integrated risk

management programs and procedures Be prepared to explain your claims and what measures you took to mitigate this exposure.

The bottom line

Even before the coronavirus crisis hit, the insurance industry was in a period of significant rate hardening.

Insurers are relying upon premium adequacy to cover losses and generate profits by increasing rates, refining their risk appetite, reducing the capacity they are willing to offer, sharpening their underwriting, and incorporating restrictive language in their policies.

This insurance trend is most likely to continue over the next two years, or even longer, so consumers should budget appropriately and work closely with their brokers to evaluate the efficacy of their risk management strategy.

The key is to take proactive steps now to save you in the future.

We’re here to help. If you’d like to have a chat with one of our brokers about your existing policy, or simply to get more advice on a hard market and how it might impact your business, please contact us on 1300 306 571. l Sources: Marsh Global Insurance Quarterly Report Q4 2020; InsuranceBusinessMag.com, InsuranceCouncil.com.au, APRA.gov. au; Canstar.com.au; Allens,Shareholder Class Actions in Australia, February 2017; AFR.com; InsuranceJournal.com; Assuranceagency.com.

Maintain communication with your broker during your policy period – not just during the renewal process – to understand where improvements can be made. www.selfstorage.org.au

INSURANCE 19

Insurance landscape – latest update

by Susan Phillips

T

here has been an increasing number of enquiries from members who have difficulty obtaining suitable insurance coverage for certain aspects of their business. This summary is intended to help members understand the current situation and provide some solutions.

Current situation

As detailed in this comprehensive article, State of the Market Update, the insurance market is currently in a ‘hard’ cycle. Therefore, the difficulties being experienced in the Australasian market are the same globally. In ‘hard’ cycles, insurance companies are extremely selective about the risks they take. This leads to a reduction in coverage and capacity which then increases rates.

Self storage as an industry is considered a high-risk business, and insurers are withdrawing from the market. For example, the reasons often referred to include that storage facilities are large buildings storing unknown contents, despite declarations being made that dangerous goods are not stored. It is deemed high-risk from a fire perspective. There are very few insurers left in the market willing to provide Liability Insurance. As for Customer Goods Insurance (CGI), it was subject to the Financial Services Royal Commission a few years ago when retail products came under scrutiny. Even though CGI is not a retail product, it could be viewed as a retail product. That has subsequently led to several insurers walking away from the offering.

From an underwriter’s perspective, CGI is where most of the claims are made. Property Insurance can be managed by increases to deductibles or excess amounts on www.selfstorage.org.au

“

The difficulties being experienced in the Australasian market are the same globally. In ‘hard’ cycles, insurance companies are extremely selective about the risks they take. This leads to a reduction in coverage and capacity which then increases rates. the policy. That is then used to offset the premium. With CGI, the policy is with the storer, and the excess is traditionally $100 with no margin to increase the excess to reduce premiums.

Care, custody and control insurance is part of a self storage facility’s liability policy. This policy aspect is becoming increasingly difficult to arrange due to the high costs associated with claims. Many underwriters are now refusing to provide this coverage. Underwriters state that if a self storage facility was to be destroyed by fire, storers could make legal claims against the facility, regardless of what clauses are written into the self storage agreement. The number of claims against the facility can be reduced where storers can individually claim against their CGI policies. Still, not all storers take up the option of CGI and self storage facilities are left exposed to this risk.

Another aspect of the liability policies that have come under scrutiny is the building standard of certain facilities, e.g., fire protection

installations, including lack of fire alarms that have back to base monitoring, asbestos roofs etc.

Asbestos has a life of around 60-70 years, so all those older buildings with asbestos are on insurers radars as it would only take a severe storm for a significant loss. These increasingly high standards set by insurance underwriters are once again the result of the ‘hard’ market cycle currently being experienced.

That market is not likely to improve in the foreseeable future.

Insurance policies currently available for the industry include: l Property or Building Insurance This includes property and business interruption. Depending on the size of the portfolio, this insurance is offered as Industrial Special Risks or as a Business Package. l Liability Insurance This includes cover for property in the care, custody and control of the storage facility providing a limited cover for damage to property belonging to storers. l Customer Goods Insurance This cover enables self storage businesses to provide customers goods insurance to storers.

Where to from here?

Don’t wait for renewal time,start communicating with your insurance broker in advance to see if there are actions/plans/improvements that you can implement now. Give yourself plenty of time to gather more detailed information that the insurance companies may request at renewal time.

The SSAA are investigating alternative CGI solutions so that members can continue to have a choice,unfortunately there are no instant solutions. l

AUGUST / SEPTEMBER 2021 INSIDER 120

20 SSAA CELEBRATING 30 YEARS

STORAGE SUMMIT 20

Sam Kennard Kennards Self Storage CEO, Sam Kennard, recently offered his reflections of his career in the SSAA 30 years anniversary video series.

S

tarting full time in the sector working in the family business in 1991. This also coincided with Australia’s serious economic recession. The company had just eight locations in 1991. Sam recalls how difficult it was to grow occupancy and prices in this period.

“Business was tough. The economy was contracting.

Awareness of self storage was also low, so the sales process had strong product education element” he recalls.

Prior to joining his father in the business in 1991, Sam worked in school holidays cleaning and doing manual labour in a number of the storage centres.

The business was a passion for the family. Many overseas family trips included drop-ins to self storage businesses. Memorably, he fondly remembers visiting storage facilities in Denver Colorado and meeting Buzz Victor in the 1980’s.

Buzz Victor was also a pioneer in the sector and was one of the foundation members of the SSA in the USA. “Those visits to storage properties when I was a teenager seemed quite tiresome at the time” Sam reflects, “Who really visits storage properties on their holidays?

Sadly, now for my kids, I sometimes do the same thing to them.”

In 1990, Sam Kennard was in the final year of his Business Degree, he also attended the SSAA’s first conference when the Association was launched.

“There were some wonderful and memorable characters in the industry”.

“I met Liz Davies, Jim Miller, Phil Robbie, Frank Cooney and others.

Always warm, open and generous with their time and insights.”

INSIDER 120 AUGUST / SEPTEMBER 2021

“

Through the 1990’s Sam grew the family business acquiring development sites and building new centres from the ground-up.

Sam’s father, Neville, was instrumental in the establishment of the SSAA in 1990. And was on the National Committee in the formative years.

Sam believes the SSAA has served the sector very well by establishing and accelerating better practices and higher standards of customer service. The cross-sharing of ideas and willingness to help other operators tackle problems has brought benefits to everyone. It is in the whole industry’s interests for customers to have a good storage experience.

In the early 1990’s the sector and business was basic, operating systems were manual utilising the Kalamazoo one-write accounting system. Self storage properties were built cheaply with high concern for economy and lower concern for consumer amenity.

In late 1994, Kennards had grown to 14 locations and Neville decided to attempt retirement, handing over the reigns to Sam. Through the 1990’s Sam grew the family business acquiring development sites and building new centres from the ground-up.

By 2004, Kennards had grown to 29 locations when Millers Self Storage was offered for sale to the market.

In a contested sale process, Kennards Self Storage successfully secured the 24 properties for $220 million. The acquisition also came with three managed properties, so Kennards Self Storage grew to 56 locations overnight.

“The Millers sale was significant to the sector” Sam recalls. “It was a well prepared and highly sophisticated offer to the market.

Many lenders and investors became much better educated in the process”.

It was also a game-changer for the Kennards business. It enabled a leap in sophistication through economies of scale and enhanced operating systems.

Sam was on the SSAA National Committee for a number of years in the early 2000’s, assisting the organisation with a number of conventions and membership facing initiatives.

Today, Kennards Self Storage remains privately owned and has 96 operating centres across Australia and New Zealand. The business has deliberately remained new-build specialists focussed on new development to secure superior locations and develop to their preferred quality standard.

Kennards currently has 10 new projects in the development pipeline. l www.selfstorage.org.au

TECHNOLOGY 21

How can self storage be contactless?

W

ith lockdowns happening at random due to COVID19, it is hard to stay on top of everything for your staff, storers and suppliers. Everyone will undoubtedly have plenty of questions – so be sure to keep your communication channels open and up to date.

For example, does your website have a prominent banner on the homepage advising your response to COVID-19 lockdowns?. Details like if you’re still open and the things your facility is doing to support social distancing, improved hygiene and cleaning practices etc. Every state of Australia and New Zealand have differing rules and regulations.

The SSAA advises owners and operators to carefully monitor these to ensure they are aligned with their government’s directives.

Because of lockdowns and concerns for staff, COVID-19 has seen a change of practice for the self storage industry. Over the last 12 months, the SSAA is seeing many

www.selfstorage.org.au

self storage facilities establishing contactless experiences for their clients.

Owners are looking at their facilities and asking, “Can people access the box shop, their storage unit or reserve a unit online as a contactless experience?”

Selling packing supplies like boxes, packing material and locks from a website is an excellent revenueearner for your self storage facility.

By taking these products and adding them to the website as an online shop, it can work within the confines of COVID19 restrictions by limiting contact with storers but still keeping the sales flowing.

With your box shop on your website, people can order and pay online. The order can be compiled by your staff and ready to be collected without having any faceto-face contact. Clients can click and collect.

In addition to this, clients can book and pay for a unit online as part of the shop. They are sent the

details via email on where their unit is located and how to access it.

The next step is having a security system that allows remote access.

This type of security system will enable people to access their storage unit using just their mobile phone. There’s no need for a gate code or key with phone access as everything is controlled from the mobile phone.

Clients can open gates, access floors, and unlock their storage unit, all from one convenient location.

They can also enable guest access from their smartphone as there’s no need for a gate code or key.

All of this allows for seamless operations during difficult times.

If you have not already taken advantage of all the features available to your facility through your software management companies or security providers call them today to arrange a chat or an online demonstration on just how seamlessly a self storage facility can become ‘contact free’. l

AUGUST / SEPTEMBER 2021 INSIDER 120

ASSET PROTECTION 23

Protecting your assets - Part 1

by Timm Martin.

I

n an emergency, it is commonly said that the idea is to make sure you are OK first before you can help others. They repeat it at the start of every plane journey for a reason, put your mask on before helping others.

Storage facilities spend a lot of time and money ensuring the basics are covered to provide the customers with a solution for their storage needs. Good CCTV, excellent fences, robust access systems, right down to nice clean aisles, plenty of trolleys and driveways clear from debris. All this to protect the most valuable assets they have - customers.

However, quite often, the things on site that are overlooked or dismissed as ‘superfluous to requirements’ are things needed to protect valuable assets.

For example, a facility may not blink twice at spending $40,000$50,000 on a digital camera system with a fantastic remote capability, www.selfstorage.org.au

“

Quite often, the things on site that are overlooked or dismissed as ‘superfluous to requirements’ are things needed to protect valuable assets. but then fail to protect it from power spikes and surges. The same with the office PC and equipment, many believe they are protected with just a cheap $10 power board.

These can sometimes be part of the problem, as inside a cheap power board is basically no protection for your valuable equipment whatsoever. The tiny relay switch is often tripped long after the plastic has started melting and become a problem. This is what’s actually inside a cheap power board.

As for real protection, owners often overlook a commercial grade UPS (Uninterrupted Power Supply) device.

These range from $500-$2500 depending on the level of protection required. They are invaluable, more so in regional areas and/or prone to thunderstorms (i.e. South East Queensland). A UPS is the first line of defence and protection under the desk. Essentially, these devices are designed to filter power to sensitive electronic equipment and keep them running for long enough to shut down the equipment properly.

In extreme circumstances, they are designed to take the brunt of huge power spikes and act like a supreme circuit breaker for the goods attached. This can be a substantial saving if you think about any critical equipment connected to the site. Keypads and access systems are the key to your business and when they aren’t working, this can and does have a large impact on customers access. l

AUGUST / SEPTEMBER 2021 INSIDER 120

24 INTERNATIONAL NEWS

RECORD PERFORMANCE FOR. UK SELF STORAGE INDUSTRY. DURING PANDEMIC.

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he latest Annual Industry Report from the Self Storage Association UK and Cushman & Wakefield shows the industry has recorded some of its best results during 2020, significantly increasing occupancy and returns.

Customers stayed longer as a result of lockdowns, reducing churn in the businesses. As expected, more enquiries moved online with walk-in’s reducing. Developments of new sites continued and was only slowed by the conditions lockdowns and the pandemic put on the construction industry and access to building materials. There was not an exodus of customers when the lockdowns were eased over summer and operators remain positive for the coming year.

Occupancy

Following a drop in overall occupancy in 2019, occupancy levels increased significantly in 2020. UK levels rose from 76.2% to 82.3%. This is the highest recorded level of occupancy across the industry, as well as the largest single year increase since the report was first produced in 2004.

AVERAGE AVERAGENET NETROOM ROOM RATE RATE ₤24.00 ₤24.00 69 %% 69

70 %% 70

73 73%%

74 74%%

76 76%%

77 77%%

76 76%%

90% 82 82%% 90% 80% 80% 70% 70%

₤22.00 ₤22.00 RENTAL RATE £ PER SQ FT RENTAL RATE £ PER SQ FT

60% 60%

₤20.00 ₤20.00 50%

₤18.00 ₤18.00

40% 30%

₤16.00 ₤16.00

₤22.15 ₤22.15

₤22.68 ₤22.68

₤23.08 ₤23.08

₤23.11 ₤23.11

₤23.08 ₤23.08

₤23.94 ₤23.94

₤12.00 ₤12.00

₤21.00 ₤21.00

₤14.00 ₤14.00

₤19.61 ₤19.61

20%

2013 2013

2014 2014

2015 2015

2016 2016

2017 2017

2018 2018

2019 2019

2020 2020

10%

0%

NET RENTAL RATE/ /SF SFP.A. P.A. NET RENTAL RATE

INSIDER 120 AUGUST / SEPTEMBER 2021

OCCUPANCY RATE RATE OCCUPANCY

Rental Rates

Average rental rates increased by £0.86 in 2020, with rates reaching their highest level on record, just short of £24 per square foot per year (ex VAT).

When combining this with the increase in occupancy, the industry was considerably more profitable in 2020. This is despite many operators being cautious in terms of rate increases during the pandemic and some providing rental relief for impacted customers, particularly businesses that were closed during lockdowns.

“

Average rental rates increased by £0.86 in 2020, with rates reaching their highest level on record, just short of £24 per square foot per year (ex VAT). www.selfstorage.org.au

CHURN CHURNRATE RATE 140% 140%

131 % 131 %

128 128%%

124 124%%

120% 120%

120 120%%

118 118%% 97 97%%

100% 100% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0%

2015 2015

2016 2016

2017 2017

2018 2018

2019 2019

2020 2020

GROWTH OF INDUSTRY UK INDUSTRY GROWTH OF UK 60,000,000 60,000,000

25002500

50,000,000 50,000,000

20002000

40,000,000 40,000,000

15001500

30,000,000 30,000,000 10001000

20,000,000 20,000,000

500 500

10,000,000 10,000,000

2015

2015

2016

2016

2017

2017

2018

SUPPLY SQUARE FEET SUPPLY SQUARE FEET

Churn Rate

It is evident that the pandemic lockdowns have considerably reduced the level of churn with less customers moving out of their storage unit. Self storage has remained open throughout the pandemic in the UK, but customers are less likely to move their goods out during lockdowns. However, when the lockdown was eased over summer there was not a mass exodus of customers who had been waiting to leave. This would indicate www.selfstorage.org.au

2018

2019

2020

2020

0

0

NO OF STORES NO OF STORES

that many customers who may have come to self storage for a short term use pre-pandemic, may have now decided to keep their unit long term.

Growth of the industry

2019

The industry added approximately 1.5 million square feet of storage space in 2020 with an addition of just under 100 new stores. This is less than the growth from in 2019, due largely to the delays in construction as a result of the pandemic. Many projects due for completion in 2020 have been

pushed back to 2021. There is a strong pipeline for new stores and operators remain optimistic about future growth. The operators that completed the survey indicated they plan to build over 150 new stores in the next 3 years.

More customers online

When surveying the general public, people were asked how they would prefer to contact a self storage business to make an enquiry. There was a big shift away from preferring

AUGUST / SEPTEMBER 2021 INSIDER 120

26 INTERNATIONAL NEWS

HOW WOULD YOU PREFER TO CONTACT A SELF HOW WOULD YOU PREFER TO CONTACT A SELF STORAGE STORE STORAGE STORE 45% 45% 40% 40% 35% 35% 30% 30% 25% 25% 20% 20% 15% 15% 10% 10% 5% 5% 0% 0%

41% 41%

32% 32%

29% 29%

28% 27% 28% 27%

20% 20%

10% 8% 10% 8% 3% 3% CALLING THE SELF STORAGE CENTRE DIRECTLY CALLING THE SELF ON CENTRE THE PHONE STORAGE DIRECTLY

BY VISITING THE SELF STORAGE BY VISITING CENTRE THE SELF STORAGE CENTRE

ON THE PHONE

BY USING E-MAIL OR ANOTHER ONLINE METHOD

BY USING E-MAIL OR TO DIRECTLY CONTACT ANOTHER ONLINE METHOD SELF STORAGE CENTRE TO DIRECTLY CONTACT

3% 3%

NONE OF THESE

DON’T KNOW

NONE OF THESE

DON’T KNOW

SELF STORAGE CENTRE

2020 2020

2021 2021

OTHER OPTIONS CONSIDERED 15%

A FREE ALTERNATIVE

13%

RENTING A GARAGE IN THE AREA

8%

STORAGE WITH A REMOVAL COMPANY PAYING TO STORE YOUR GOODS IN SOMEONE ELSES HOUSE OR PROPERTY

5%

RENTING A WAREHOUSE IN THE AREA

4% 2%

MOBILE SELF STORAGE WHERE A UNIT OR BOX IS DELIVERED TO YOU

0%

5%

10%

to visit the store, and almost all of this moved into using email or online methods with only a small increase in people preferring to use the telephone.

review site. Google reviews was the most popular site used followed by Trustpilot. More customers looked at Facebook than Feefo.

More customers using online reviews

Disruptors having limited impact on the industry

44% of customers looked at an online review site before selecting their self storage unit. This is a very big increase from last year when less than 20% of respondents said they used an online

INSIDER 120 AUGUST / SEPTEMBER 2021

When customers of self storage were asked what options they considered outside self storage, the so called disruptors of the self storage industry, mobile storage

15%

20%

and peer to peer storage are not being considered, with only 2% of customers considering mobile storage (down from 3% last year) and 5% paying to store in someone else’s house (the same as last year). Less customers are also considering free alternatives such as friend’s garages, 15% down from 22% last year. l The full industry report can be found at www.ssauk.com www.selfstorage.org.au

SOUTHWELL LIFTS AND HOISTS ADVERTORIAL 27

BEFORE

AFTER

Make your old goods hoist look brand new

Southwell are always looking for a better customer experience and have never stopped innovating.

T

here are over 600 Southwell hoists in self storage in Australia and New Zealand. Many of these hoists are now over ten years old and some 20 years plus. In self storage, presentation and safety are paramount.

“We understand the importance and difficulty of maintaining ageing hoists to current safety standards and can refurbish all critical components to ensure optimum performance”, according to Southwell Engineering General Manager Hamish McGregor.

“We upgrade electrical and roller door assemblies which generally cause most breakdowns, we convert to a PLC control for standardisation across the fleet and easier operation, and we can upgrade ‘goods only’ hoists to add person riding capability.

We can even upgrade other brands.”

“A refurbishment makes an old hoist look like new, and these upgrades can make self storage sites more accessible and provide a better experience for customers.”

Australia’s top name in lifts and hoists maintains its strong reputation and market position through consistent reinvestment in its engineering prowess and adding new products, innovations and customer benefits to its range.

Southwell Engineering, for over 75 years, continues to develop and manufacture in Camden NSW. The www.selfstorage.org.au

“

A refurbishment makes an old hoist look like new, and these upgrades can make self storage sites more accessible and provide a better experience for customers.

46 dedicated engineering, sales and maintenance team deliver the service that has helped to make the company’s lifts and hoists become the choice of self storage.

However, to maintain its position as the go-to company for a wide range of industries (including manufacturing, airlines and construction), the company has invested in growing the competitive advantage of its engineering and maintenance teams. This has taken the shape of a growing headcount, significant software upgrades and revisions to processes to prioritise customer outcomes.

The result of this reinvestment, combined with a continuing tradition of innovating and avoiding complacency, is visible in new and upcoming products and services “Southwell Engineering gained its reputation through a long

history of creating specialised lifting equipment, but our past is more varied than that; in the early days, we supplied the sand for the construction of the Sydney Harbour Bridge,” Mr McGregor said.

“After the Second World War, we began manufacturing large truck cranes, then elevated work platforms, and since the 1990’s we focused on designing and manufacturing goods hoists in both scissor and platform style.

“We are currently working on a pit-less hoist design to make installation easier on existing sites, and our hoist modernisation program makes older hoists look as good as new.

Southwell’s flexibility also lends itself to less typical applications.

“Some of our more newsworthy projects include a nine-ton art hoist for the Sydney Museum of Contemporary Art. It’s a custom triple-scissor travelling 9.5 metres,” Mr McGregor said.

“We are also working on a threelevel car lift with turntable for an apartment building in Melbourne.

This is the third one we have done, and this product is unique to Southwell in Australia.” l For more information on Southwell’s lift and hoist range visit southwell.com.au.

AUGUST / SEPTEMBER 2021 INSIDER 120

28 COMMUNICATIONS

How to provide value in customer emails

by Rebecca Smith – That Comms Co.

E

veryone gets marketing emails.

Whether it’s updates to new services, discounts on products or notifications about a new launch, our inboxes will often overflow with information from companies we’ve done business with. But what entices us to open some emails and not others? And how can we ensure that the emails we ourselves send to customers are the ones that get read?

Email is a really effective way to communicate with customers which is why it’s one of the most widely used marketing tools. The crafting of compelling, interesting and useful communications is paramount to getting a customer to repeatedly open and read the emails you send.

Email provides a direct link to customers who are already engaged with your business and

INSIDER 120 AUGUST / SEPTEMBER 2021

are likely to know who you are and have a basic understanding of what you offer. Through targeted and personalised messages you can share additional information about your service and products, provide advice to encourage repeat business and reintroduce lapsed customers to your offering.

It’s also worth noting that the use of email for customer communications isn’t limited to only pushing your message out to them, but that it is also a means to address their questions when they get in touch. Where this is the case, ensuring that your responses are timely, considered and polite is always important.

But, when it comes to email marketing, it is vital that businesses get the frequency of their emails to customers right and adapt

Rebecca is Founder and Managing Director of That Comms Co. She has extensive experience in advising executives and boards in Australia and in Europe with their communication needs, and has worked across a range of different businesses and sectors.

their tone and content to engage those they target. To do this, think of the customer first — what are their concerns, how are their needs changing, what are they looking for? Once you’ve established this, state your message, whether it be a new offering or a change to your service, avoid overly long paragraphs and keep your language simple and jargon-free. Beware of overly promotional and salesy type messages that are likely to be met with frustration.

Finding valuable content to include in proactive marketing emails can be tricky and for many businesses, offering a stream of discounts or offers won’t be viable.

Thankfully, consumers often perceive value through a different lens and aren’t always focused on cash discounts. In fact, a recent survey from Abode asked, “If you could change one thing about emails you get from brands what would it be?” and the top response was “make them less about promotions and more about providing me with information!”

The art of creating added value for your customers starts with an understanding of what’s important to them. Here are some content ideas for your marketing emails that can provide value beyond just a cash discount:

Be inspiring

Life is very demanding, therefore it’s little wonder that emails that provide inspiration, and help to simplify difficult or time-consuming www.selfstorage.org.au

decisions are well received. For example, tips on decluttering your home, how to pack fragile items, how to determine the size of the storage space you will need, or how to prepare furniture before you store it, will all provide customers with advice that they might be looking for or even prompt them to get started on a project.

Keep customers up to date

Changes to your business should be shared across all customer touchpoints, including via email.

Have you updated the hours your facility is open? Have you added new security features? Have you added to the list of items that can be stored on your site? These small but important changes should be communicated to your customers and email is a great way to do this.

Share the basics

Emails help subscribers stay on top of key information and provide a

“

The art of creating added value for your customers starts with an understanding of what’s important to them. record for them to refer back to. Simply highlighting current products, prices or information when units become available is sometimes enough to get customers over the line.

Provide case studies

Case studies are an invaluable asset when it comes to establishing that you’re offering is valuable and of good quality, regardless of the price.

Sharing a positive review or story from an existing customer sends the message that your business and facility are great to partner with.

If you focus on offering value rather than discounts, you’ll never

run out of things to say when you’re building new relationships, and you’ll keep your customers engaged and loyal because their relationship with you runs deeper than a discount.

Finally, the basics of good communications still apply to any email you send - keep it concise, relevant and helpful. Develop a tone of voice that will engage your customers and always communicate authentically. 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. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.

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30 OH&S

5 considerations for Safe Work Month in October

Every October is National Safe Work Month – a time for Australian and New Zealand workplaces to showcase and promote work health and safety. By Craig Salter, Action OHS Consulting.

I

t is a time of celebration, and it’s a ‘calendar’ marker to prompt workplaces, their leaders and their workforce to take some time to reflect on their safety program. It’s a time to actively listen to workers about their experiences and focus on those safety-related activities that can be missed or relegated to ‘next time’ in workplaces where safety maturity continues to evolve.

Following Action OHS Consulting’s engagement with members over the last 18-months via the Help Desk, we have seen how members once provided with direction have been able to bring their safety practices to life. In the spirit of these interactions, we have created the master list to support you to get the most out of Safe Work Month this October.

The hardest thing about getting started is getting started.

1

Plan

We all know that a goal without a plan is just a wish. So, to get the most out of Safe Work Month, start to talk to your teams and schedule actively. Starting now will allow you to build excitement. Put up some signage. Get talking! Giddy up.

2

Listen (…then talk)

Identify ways that you can interact with key stakeholders. l For workers, schedule a ‘Safety Month’ event – morning teas and BBQ’s are often well attended *wink*; otherwise, you can incorporate them into an existing team meeting. Authentically ask: “What opportunities are there for us to improve your safety, or the safety of our customers” – then listen (and take notes).

Don’t refute. l For clients, reach out via a survey [online or at reception]. Have them provide a 5-star rating for: “How safe do you feel when coming

INSIDER 120 AUGUST / SEPTEMBER 2021

to our site?”; followed by an opportunity for them to provide comment/s.

3

Do

Given the energy generated from your planning, Safe Work Month provides a great time to schedule safety activities: l Review your Safety Manual and documents. Does it reflect the work you do? Yes – ✔. No – You need to decide: (i) Do you update the document to reflect the work?

Or (ii) Do you change the work to reflect the document?

Or (iii) Can you take a little bit from column A and a little bit from column B. l Safety Walk-through Inspection – Is signage, line marking, lighting, walkways, and equipment in good condition? Ensure you actively look, this way you will see things that you have missed as opposed to when you look passively. l Gather a group and make a list of the “things” that could injure workers and customers. Once created – make a list of the things you are doing to prevent the injuries. Is there more that you could or should do? l Schedule any annual training or communications – for example, re-induction to workers and contractors.

4

Cloud-based platforms such as Safety Champion Software have taken off over the last 18-months and allow you to schedule, report and track your safety activity.

Importantly, you know your team, so find ways to have fun. How management presents will be the most significant determinant of your success. l Want to find out more?

Check out the SSAA Health & Safety Handbook on the Member Services Portal, SSAA website, or contact the SSAA OHS Help Desk via admin@selfstorage.com.au | 1800 067 373.

Upskill

Safe Work Australia and your state regulator (one of WorkSafe, SafeWork, WorkCover) will have a calendar of events during Safe Work Month. ‘Look’ and ‘Book’ now – don’t have us return to the getting started quote from earlier.

5

“

It’s a time to actively listen to workers about their experiences and focus on those safety-related activities that can be missed or relegated to ‘next time’ in workplaces where safety maturity continues to evolve.

Search

Look for ways that you can make safety a part of your business as usual.

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

Keypads, CCTV, Office Alarms and more Don’t let computer failures paralyse your facility. With Sentinel’s da Vinci’s you’ll experience freedom from the fear that your facility will never be inconvenienced. The latest da Vinci model keypads are designed to retain all valid storer codes and operate without a PC. YOU’LL NEVER NEED TO WORRY ABOUT PC FAILURES AGAIN!

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32 MAINTENANCE

BUILDING MAINTENANCE When it comes to self storage site maintenance, managers often focus on the ‘big’ items, but the small, daily details really matter in the long run. Here are some tasks to keep in mind as you build your routine to-do list. By Kevin Edwards

I

t seems like every day there’s a new product, idea or technology that promises to make our jobs as self storage facility managers easier. That’s well and good for some office operations, but everyday site upkeep really couldn’t get much simpler. I’m not saying it’s easy; it can be time-consuming and even tedious. Still, maintenance matters, right down to the smallest details.

Some of the seemingly unnecessary tasks we do at our facilities every day truly make a difference to our tenants as well as to our owners and their investors.

There’s a quote I heard once that I’ve never forgotten: “If you walk past a problem, you have approved it.” It came from Jim Sullivan, CEO of Sullivision.com, which offers service and leadership training programs to the food-service industry. We don’t want to walk past problems, big or small, at our self storage properties.

While proper maintenance has a lot of facets, following are a few areas to watch and tasks to add to your routine to-do list.

Unit Doors

One of the most important maintenance tasks is to keep your roll-up doors working properly. The door interior and exterior should be checked every time someone moves out, before the next tenant moves in.

Checking and adjusting the springs will help with smooth motion on the track and easier latching. It’ll also ensure the door doesn’t ‘creep’ down while in use.

Thoroughly inspect the weather strip and the door track.

Some storage facilities are subject to humid summers with salty air, so corrosion and rust are a genuine concern, especially on the exterior. A little WD-40 on the latch goes a long way too slow the progression of damage from the elements.

Doors can be easily freshened with a good cleaning.

Washing them accomplishes a lot more than you’d think!

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Use a mild solution that won’t damage the finish. Also, sweep the back of the door with a broom. It’s odd how many managers don’t do this and then wonder why they get comments about ‘dirty units’.

Facility Exterior

While our facilities may not be as pretty as big resorts, fancy hotels or five-star restaurants, customers want to know we care about our property’s appearance. Just because we’re a ‘commercial’ or ‘industrial-type’ place doesn’t mean we have to look like it! Here are some general tips to keep the exterior looking great: l Keep your grass neat and tidy. Lawn food and weed control chemicals aren’t expensive. They last a good while between applications and can be put on in a single morning. There’s no excuse to have weeds — ever! l Keep trash and debris out of your planting beds and lawns as well as your entry ways and parking areas.

Not only is this a cleanliness thing, it’s a safety issue. l No weeds. l Dead flowers gotta go. Think happy, bright flowers only! l Flowering bushes and shrubbery along entry ways or walkways can help take up vacant space and fill in some of those blank areas. l No weeds! l If you use hanging or potted plants, try to be strategic in their placement to avoid injuries (you don’t want them to be too low or in the way). l Small battery-powered blowers are handy for a quick touch up to your sidewalks and driveways before you open for the day. l I mentioned no weeds, right?

Lighting

Your facility lighting has as much value from an aesthetic perspective as it does for security. Check all outside lights www.selfstorage.org.au

MAINTENANCE 33

regularly (once a week or so should be good). During winter, this should be easy, as they should be on before you leave for the night. Parking areas and entrances should be a primary focus.

Properly positioned, even landscape lighting can improve security along walkways and building exteriors.

Standalone solar-powered lights have made exterior lighting much easier in the last few years, so have some fun with it. Maybe add colored spotlights during the holidays. Of course, that’ll depend on your local council regulations, but it looks festive. Making your facility visible and attractive at night — without it looking like a prison during an escape attempt — is much easier than it seems.

Interior lights should be addressed as soon as any issues become apparent. Don’t wait for bulbs or wall packs to burn out before you buy them; have extras on hand for emergencies. Dark stairwells and hallways aren’t only dangerous, they’re kind of creepy. You don’t want any dim areas in your buildings. Take full advantage of LED bulbs, motion sensors, timers, photocells, smart lights — anything to improve your coverage and save electricity.

Details Make a Difference

These are just a few maintenance essentials to which we all should be paying attention. It’s best to create checklists (daily, weekly, monthly and quarterly) to cover these basics and keep you on track. Also, learn how to fix common problems yourself whenever you can.

Never lose focus of your mission: to offer a clean, welcoming self storage site. With proper time management, training and a bit of self-discipline, you can make all the difference on your property. l This article is reprinted with permission from Inside Self Storage, the premier magazine of self storage professionals. For information, visit www.insideselfstorage.com

Kevin J. Edwards joined the self storage industry in 2014. He is a licensed Property Manager in the state of South Carolina USA, and is a renowned self storage site manager, traveling trainer, facility auditor, and auction coordinator in the industry.

Roofs

Don’t forget to look up. The inside of a ceiling can tell you a lot about what’s going on outside the building.

Stains, sagging or odd discolorations can indicate roof leaks or condensation. Stains on interior walls may indicate a leak from overstuffed gutters. Clogged gutters and downspouts can allow water to back up and ‘sit‘ on a rooftop, depending on its pitch, and it will find a way to get in.

Check the rooftops, too, but only if it’s safe to do so.

Roof panels can expand and contract in the heat and cold and can loosen seals and seems. Any debris can trap water up there. It may not be so much of a leak issue right away, but rust and corrosion under that debris could eventually lead to one. Use non-skid boots for this, please! No slipping on wet metal roof panels, OK? Some insulation rips on building and unit interiors can usually be explained away by tenants trying to (unsuccessfully) navigate large pieces of furniture through hallways, but insulation or debris on the floor under a tear or hole may indicate mice or possums. Time to call a professional.

Perimeter

Any exterior barrier, be it a fence, brick wall or natural beam, deserves as much attention as every other part of your property. Keep walls looking fresh and clean. Fill in cracks, touch up paint and signage, and don’t forget to decorate them during the holidays! If you have a chainlink fence, keep it in good repair. This type of fence is easily damaged and looks kind of tacky, especially when it’s bent, rusty or just plain neglected.

In some areas, vines and weeds can tear apart a fence or wall. Try and keep any vegetation from encroaching on or growing up through your fence line.

Vines crawling up brick or masonry walls may look pretty or even classic, but they can allow water penetration and cause big problems down the road. www.selfstorage.org.au

2021 is shaping up to be the strongest selling market we have seen for many years.

WHY IS THIS THE CASE? l NEW and EXISTING buyer groups are

competing heavily for Self Storage assets l Significant weight of capital attracted to

this stable asset class l Historically low interest rates

For a confidential discussion regarding your facility/facilities, call

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

AUGUST / SEPTEMBER 2021 INSIDER 120

34 HR HELP DESK

Managing sick leave and unplanned absences

Melissa Hay is part of the HR Specialist Team at HR Central. With over 25 years of experience working in Human Resources across the not for profit sector, aged and disability services, manufacturing, telecommunications, and state and local government including WorkSafe Victoria.

by Melissa Hay

O

ne of the main Human Resource (HR) concerns for an employer is managing the impact of employee sickness and unplanned absence from work.

Statistics from the Australian Bureau of Statistics undertaken in February 2020, prior to the pandemic, estimate that Australian businesses lose on average $303 per day due to costs associated with absenteeism. The Australian Human Resources Institute also conducted a survey and estimates that employees take 8.8 unplanned days per year which costs the economy over $500 million per annum.

In addition to the financial costs of unplanned absences, there are a range of other significant impacts on customer service, sales, staff management and workload allocation. If left unmanaged, unplanned absences can lead to higher levels of stress in the workplace with other employees taking on extra workload and working longer hours. This can create a vicious cycle of poor health outcomes and lead to more absenteeism.

How do you manage Absenteeism?

Identify the contributing factors

The first step is to try and identify what might be the cause or contributing factors to the unplanned pattern of absence.

To do this you need to collect information that you have on hand within your existing employee records such as leave requests, medical and other supporting leave documentation, email notifications from employees and any file and diary notes you may have drafted.

Whilst injury and illness and attendance at medical appointments is often cited as the main reason for absence it may be used to cover the actual cause for the absence which could be:

INSIDER 120 AUGUST / SEPTEMBER 2021

l Care provision – caring for children, elderly parents, or other members of the household; l Burnout, stress, depression and declining mental health – from feeling exhausted with heavy workload or stressful interactions to feeling overwhelmed with changes and undervalued at work; l Job hunting – employees may be actively seeking other employment and utilising leave to have job interviews and meet with employment agencies; l Workplace culture – employees may feel bullied or harassed or isolated within their teams and/or the wider workplace. Workplace changes may clash with employee values.

FAQ’s Can I ask my employees to provide evidence of their absence from work due to sick or personal leave, even if only one day off work?

Prepare to hold an employee discussion

Maybe. If the employee has been off work without reasonable explanation for an unreasonable period, they may be considered to have abandoned their employment.

But an employer must follow certain processes before this can be confirmed.

Once you have collected the information, rather than assuming the cause of the pattern of absenteeism, engage your employee in a discussion. The purpose is to raise the pattern of the absence with the employee in a supportive and helpful way.

The discussion needs to provide the employee the opportunity to understand the impact of their absence from the workplace and to work collaboratively with you in developing ideas that will reduce the unplanned absence.

There are a range of options that might assist through encouraging the employee to seek support through an Employee Assistance Program and other health professionals through to temporarily altering hours of work or introducing a flexible working hours arrangement.

There is often complexity involved in absenteeism matters so several different strategies may need to be considered and engaged.

This is where HR Central can work with you in providing advice and recommending strategies.

Yes it may be reasonable. The Fair Work Act 2009 allows for employers to ask for evidence for as little as one day or less. If employees do not provide evidence they may not be entitled to be paid the leave. Where individual employees show repetitive patterns of taking sick and personal leave around public holidays and weekends, this may be a useful strategy to manage the issue.

Can I terminate an employee who never shows up for work and does not notify me?

An employee has been off work for 4 weeks now and has used up their entire sick/personal leave. Can I terminate them?

The answer is “No”. Under the Fair Work Act 2009, it is unlawful to dismiss an employee because of temporary absence from duty due to illness or injury. If they have been off work less than 3 months this is considered temporary. l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

www.selfstorage.org.au

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36 MEMBERSHIP DESK

Self Storage Agreements Which one is right for your business?

SSAA

MSA

Mobile

Trailer & Vehicle

Storage Room

Customer packs unit Customer locks unit Customer keeps keys Storage Facility locks unit Storage Facility keeps keys Storage Facility transports unit Storage Facility accepts deliveries for customer Storage Facility hires move in trailer/vehicle to storer/non storer

(SSSA) Standard Self Storage Agreement (AU) Standard Self Storage Licence Agreement (NZ)

(AU–Agreement updated August 2020) (NZ – Agreement updated December 2020)

Used when the customer stores their own goods, locks their unit and keeps the key.

(MSA) Managed Storage Agreement (AU) Managed Storage Licence Agreement (NZ)

(AU – Agreement updated August 2020) (NZ – Agreement updated December 2020)

Used when the customer engages the storage facility to accept delivery of their goods and store them into the customers’ storage unit. The storage facility has possession of a key to the storage unit.

If your storage facility stores vehicles/boats/caravans that you hold keys for, then you should use the managed agreement.

Mobile Storage Agreement (AU) ** (Agreement updated August 2020, available for sale $550, incl GST)

This agreement is used when your storage facility offers a mobile service to customers. e.g., a mobile storage unit is delivered to a customers’ premises and the customer stores their own goods, locks the unit and keeps the key. The unit can remain at the customers premises or arrangements can be made for the mobile storage unit to

INSIDER 120 AUGUST / SEPTEMBER 2021

be stored at your storage facility.

The customer can elect to have the storage unit moved between your storage facility and their premises as they choose throughout the life of the agreement by way of appointment.

Under the agreement whilst the customer has control of the location of the storage unit, the storage facility retains proprietary title to the storage unit. The customer is unable to affix the storage unit to their own premises.

In the event of default this agreement enables the facility owner to enter upon or onto the storer’s premises by trespass where the storage unit is being stored and of may break open any gate, door or fastening and detach or dismantle the storage unit from any part of the premises to which the storage unit has been affixed and retake the storage unit, then enter the storage unit by force or otherwise and take possession of any goods inside the storage unit. **This agreement is available in Australia on a fee for use basis due to the costs associated with its production.

Hire Agreements Trailer Hire and Vehicle Hire

(AU – Agreement updated August 2020) (NZ – Agreement updated December 2020)

These agreements are used when your storage facility provides a move-in vehicle or a trailer to a

storer or non storer free of charge or for a fee. Additionally, under the agreements your storage facility can elect to hire the vehicle or trailer to a non-storer.

Storage Room Agreement

(AU – Agreement updated August 2020) (NZ – Addendum updated December 2020)

This agreement/addendum enables the storage facility to accept deliveries and retain goods for collection on behalf of storage customers.

The storage room cannot be accessed by storers or delivery and collection agents.

This agreement/addendum offers an alternative for storage facilities who keep keys to storage customer’s units to facilitate deliveries. It is a lower risk option than keeping keys, as the storage facility controls the storage room, knows exactly what is in the room and can regulate the deliveries and pickups.

Your storage facility is liable for the goods in the storage room and has a duty to exercise due care, skill and diligence for the safety of the goods.

A fee for this service generates income where previously the keeping of keys for accepting deliveries generated no extra income. l legalsupport@selfstorage.com.au AU members : 1800 067 313 NZ members: 0800 444 356

www.selfstorage.org.au

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BY JANUS INTERNATIONAL

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38 LEGAL

New Storer? New Agreement

by Hunt & Hunt Lawyers Tony Raunic, Managing Principal, Elissa Raines, Lawyer and Helen Hodgins, Lawyer, with New Zealand comments from Jackson Russell Lawyers Darryl King, Partner and Katie Wright, Associate.

I

t is not uncommon for a member to encounter a Storer that wants to transfer their storage Agreement to another person (e.g. a friend, family member or spouse) (Assignee).

Perhaps you have received such a request from one of your Storers.

The Storer may indicate that their rights to enter the storage Space will be transferred and all responsibilities to pay for the storage fees will also lie with this other person. Members should be aware that this kind of arrangement, known as an “assignment”, is expressly prohibited under clause 10(i) of the SSAA Standard Self Storage Agreement (clause 5(h) of the New Zealand Agreement) – and for good reason.

This article covers the position in Australia and New Zealand.

Why assignment of an Agreement is a bad idea

A signed Agreement establishes that the Storer has cited the terms of the Agreement and has agreed to be bound by them. In the case of an assignment, no such agreement will exist between the Facility and the Assignee. If a Storer wishes to transfer the Unit to an Assignee, they are only able to assign their rights under the Agreement, for instance, their right to use the Space. Any obligations of the Storer under the Agreement, i.e.,

any of the clauses aimed to protect the Facility, cannot be assigned. This creates problems for the Facility as the Facility is unable to enforce any of the obligations arising under the Agreement against the Assignee.

For example, in the event that the Assignee defaults on payment, the Facility will not have the right to sell the Assignee’s goods under the Agreement. Similarly, if the Assignee causes damage to the storage Space or another person, the Facility cannot claim an indemnity from them.

There is also the issue of access, as an assigning Storer may still have the ability to access the Space (i.e., if they still possess a key or know the keycode). This could create a headache for a Facility if a dispute arises between the Storer and the Assignee about who is legally entitled to enter the Space. This particular issue is perhaps most likely to arise where the Storer has attempted to assign to their spouse in the course of a separation. That’s not a situation any Facility wants to get caught in.

What to do when a Storer requests an assignment

If a Storer wishes to assign their Agreement, you should inform them that this is not permitted under the Standard Self Storage Agreement.

Instead, you should require that they

terminate the Agreement and have the intended Assignee enter a new Agreement with the Facility as a new Storer. In doing this, the Facility must: l Ensure the outgoing Storer pays all outstanding fees and returns any keys to the Space upon termination; l Make it clear to the outgoing Storer that by terminating they no longer have the right to use and access the Space; l Require the new Storer to sign their own Standard Self Storage Agreement for the Space; and l Inform the new Storer of the terms and conditions of their storage arrangement with the Facility, just as you would with any other new Storer – don’t assume that they already know.

Taking these steps will ensure that the Facility’s obligations towards the new Storer and outgoing Storer are kept distinct. Once a new Agreement is executed by the new Storer, the Facility can be assured that all terms of the Agreement will apply to the new Storer.

So, in summary, one Space means one Agreement and a new Storer means a new Agreement.

New Zealand comments

The New Zealand position is the same as for Australia. A Facility may also wish to consider recommending that the new Storer secures the Space with their own padlock – to avoid any potential issue with the outgoing Storer accessing the Space. l

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www.selfstorage.org.au

40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY PTI SECURITY SYSTEMS

Chadwick MacFerran T: +61 1300 798 860 / +61 1300 159 473 E: australasia@ptisecurity.com www.ptisecurity.com AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: 1300 552 520 E: admin@alarmquip.com.au www.alarmquip.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccess.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

LOCKS Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

INSIDER 120 AUGUST / SEPTEMBER 2021

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

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 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 –––––– 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 / +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 BankEdge Pty Ltd Daniel Chalmers T: +61 418 337 932 E: daniel.chalmers@bankedge.com www.bankedge.com –––––– Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au

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 –––––– 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 –––––– Vision Self Storage Management Gavin Koorey T: +61 2 9432 2880 E: gavin@vssm.com.au www.vssm.com.au

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OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au –––––– Workplace Access and Safety Carl Sachs T: +61 3 9045 6200 E: carls@workplaceaccess.com.au www.workplaceaccess.com.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 –––––– CBRE Michael Walsh T: +61 7 3833 9833 E: michael.walsh@cbre.com.au www.cbre.com.au/people-andoffices/corporate-offices/brisbane –––––– 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 –––––– Cushman and Wakefield Linda Sharkey T: +61 3 8359 0091 E: linda.sharkey@cushwake.com www.cushmanwakefield.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 –––––– Savills Valuations Pty Ltd Basil Simitci T: +61 7 3221 8355 E: bsimitci@savills.com.au www.savills.com.au –––––– Urbis Shane Robb T: +61 3 8663 4888 E: SRobb@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS STORMAN AUSTRALIA Duncan Clarke T: +61 7 3319 1522 E: sales@storman.com www.storman.com

STORMAN NEW ZEALAND Duncan Clarke 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 www.sitelinksoftware.com.au

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstorage containers.com BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– 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

AUGUST / SEPTEMBER 2021 INSIDER 120

42 NEW MEMBERS FACILITY MEMBERS Alcatraz Storage Limited - New Plymouth 43 Centennial Drive MOTUROA NEW PLYMOUTH 4310 NZ T: +64 2 7445 8220 E: ray@alcatrazstorage.co.nz –––––– Border Storage Units 27 Jarwick Way JINDERA 2642 NSW T: +61 437 475 040 E: abroughton69@gmail.com –––––– Chinchilla Storage Sheds 49-51 Cooper St CHINCHILLA 4413 QLD T: +61 419 650 555 E: storagesheds@chinchillass.com –––––– Discount Self Storage Unit 2/8 Forge Drive COFFS HARBOUR 2450 NSW T: +61 401 116 700 E: ron@smart-choice.com.au –––––– Erina Heights Self Storage Shop 5, 375 The Entrance Road ERINA HEIGHTS 2260 NSW T: +61 2 4365 0130 E: erinaheightsselfstorage.com.au –––––– Hunter Coalfields Removals 333 Elderslie Road BRANXTON 2335 NSW T: +61 429 777 375 E: huntercoalfields2@gmail.com

Industrial Storage Park Huntly 15 Wight St HUNTLY WAIKATO 3700 NZ T: +64 2 9481 3137 E: andrew@industrialholdings.co.nz –––––– Redlands Caravan Storage 98-102 Giles Road REDLAND BAY 4165 QLD T: +61 409 614 774 E: redlandscaravanstorage@gmail.com –––––– StoreNMore 7 Fairlands Drive SOMERSET 7322 TAS T: + 61 432 402 695 E: info@storenmore.com.au –––––– Paddys Self Storage 31-33 Paddys Drive DELACOMBE 3356 VIC T: +61 407 335 646 E: alan@mihcon.com.au –––––– Tea Gardens Secure Storage 6-8 Carripool Close TEA GARDENS 4011 QLD T: +61 410 635 251 E: kmcknight@albionballymore.com –––––– U Store It Self Storage Corio & Lara 86-88 O’Brian’s Road GEELONG 3214 VIC T: +61 417 579 600 E: info@ustoreitselfstorage.com.au

ADDITIONAL FACILITIES Oasis Storage Broadlands 24 Curlys Way TAUHARA TAUPO 3385 NZ T: +64 2 102 493 401 E: storage@oasisstorage.co.nz –––––– Peterborough Self Storage 36 Main Rd PETERBOROUGH 5422 SA T: +61 400 919 176 E: jamestownstorage@gmail.com –––––– Storage King Kirrawee 70 -72 Oak Road KIRRAWEE 2232 NSW T: +61 2 9436 6745 E: kirrawee@storageking.com.au –––––– StoreLocal Ellenbroook 51 The Broadway ELLENBROOK 6069 WA T: +61 8 6296 5880 E: ellenbrook@storelocal.com.au

PROVISIONAL MEMBERS Secure Storage 3 Parkers Road NEW GISBORNE 3438 VIC T: 0431 174 206 E: daniel@outlook.com.au

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If you have any questions please call +61 3 94669699 or email admin@selfstorage.com.au

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 professional excellence 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.

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.

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

INSIDER 120 AUGUST / SEPTEMBER 2021

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SSAA Online Industry Training 12 modules all together with the first two training modules free of charge.

Each module takes approximately 15 to 30 minutes to complete and is accompanied by handy Quick Reference Guides. https://members.selfstorage.org.au/ member-services/

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