SSAA Insider 122 | Dec 21/Jan 22

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

Ned Coten

City West Storage, Victoria

Wayne Dade

Glenelg Self Storage and Western Self Storage, South Australia

David Daddow

Able Self Storage, South Australia

Thomas Whalan

Rent A Space, New South Wales

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

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

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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 All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’.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.

TThis is my final column to you as Chair of SSAA – a role I’ve been privileged to hold and have thoroughly enjoyed for the past three years. Now is the right time to pass on the baton, as I serve my sixth and final year as a Director for SSAA in 2022. The Directors will elect a new Chair at our first meeting of the year and we’ll advise members via STOReFLASH.

Ivor Morgan Chairman SSAA

At our recent Annual General Meeting we welcomed Thomas Whalan of Rent A Space to the SSAA Board, representing the large operator category. The position became vacant due to the growth of StoreLocal which propelled them into the major operator category and on behalf of the Board and all members, we thank Hans Pearson for his contribution and dedication to the SSAA.

Much has changed over the past five years but I’m proud to say our commitment to serving our members has remained steadfast. From strategic

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planning to governance reviews, establishing committees and working with the SSAA team on a range of new member benefits, events and research projects, I’m proud of the SSAA’s growth and I’m excited to see this next chapter unfold.

I’ll be supporting the new Chair during their first year to ensure a smooth transition and will remain an active member in years to come. I look forward to seeing you all in person at some stage next year and until then, I wish you and your family all the best for a safe and happy festive season. l

Makala Ffrench Castelli CEO SSAA

In November 2021 l was delighted to present the 2021 Industry Snapshot to members, highlighting the resilience and record growth across the industry in the face of much uncertainty. The results demonstrate the long-held belief that self storage thrives on change and illustrates the continued transformation of our sector. We’ve featured key insights in this edition and you can download the full report online in your SSAA Member Portal.

The Annual Review was presented to members at our online AGM and highlights what the team have delivered during the 2021 financial year.

In addition to our regular program of work, we’re focused on the insurance challenges for our Australian members. Read more about the changes and our work to date in the Insurance Update on page 8.

While new roadmaps for living with COVID continue to be

released, updated, then updated again, we’re working to bring you a flexible events program in 2022. Where we hold major events in person, we’re committed to offering a virtual version to ensure members can join us regardless of location.

We’re hopeful of having everyone together at a single event such as the Convention but understand that with border challenges still in play and a mixed appetite for travel, some localised events may be more appropriate.

We’re working on the program based on your feedback at the time of writing (seemingly gone are the days of planning events years in advance), so stay tuned for more updates in early 2022.

Until then, I hope you’re able to celebrate together with your loved ones and enjoy a wellearned break. Wishing you and yours a safe and joyous holiday season. l

“ Wishing you and yours a safe and joyous holiday season

Insurance Update – Australian Members

The SSAA continues to advocate on behalf of Australian members in light of the recent Deferred Sales Model for add-on insurance regulations (DSM) that came into effect on 5 October 2021.

From 5 October 2021, customer goods insurance can only be issued to customers four calendar days after the customer has signed the storage agreement and been given the ASIC Information Sheet.

SUMMARY: THE DEFERRED SALES MODEL FOR ADD-ON INSURANCE

The deferred sales model governs what can and can’t be offered to customers in relation to insurance during three distinct periods of the customer sales journey.

Add-on insurance can no longer be offered as an “opt-out” product.

We recently met with Treasury officials to better understand the background to the DSM, the Commissioner’s approach to its application to self storage and to gauge Treasury’s views on exemptions and/or relief. These views have informed our planned engagement with the Australian Securities and Investments Commission regarding the application of DSM across the self storage industry and we will keep members updated via email as our advocacy work progresses.

Add-on insurance cannot be issued in the pre-deferral or deferral period and then automatically commence after the deferral period ends.

We are continuing our work on a range of solutions to address both the hard insurance market and the complexity of offering customer goods insurance. We’re working with existing insurers, brokers looking to develop new products, and independent consultants who have been engaged to advise the SSAA on alternative solutions. A feasibility study is underway to determine the most suitable alternatives for members and we aim to share more detailed information on completion of the study, planned for early 2022.

We thank those members who have engaged with us directly and shared their insights to help inform our approach.

If you offer customer goods insurance in Australia, ensure you are complying with the DSM.

What is the DSM?

The purpose of the DSM is to provide customers with an opportunity to consider their options when purchasing add-on insurance, by introducing a four-day pause between when a customer purchases a principal product (e.g. storage) and when they are offered or issued add-on insurance.

Source: SSAA Member Guide to DSM

These changes come after the Royal Commission found that customers were at times pressured into purchasing add-on insurance.

The DSM outlines how self storage operators must communicate with their customers regarding add-on insurance. In summary:

l Customers must be given an ASIC Information Sheet that informs customers that add-on insurance is optional.

l Customer goods insurance can only be issued four (4) calendar days after the customer has signed the storage agreement AND has received the ASIC information sheet

l Once the customer enters into a storage agreement, all contact with the customer in relation to customer goods insurance must be in writing (e.g. by email or text message) unless the customer has initiated the conversation to find out about insurance. Ultimately, how a facility decides to incorporate the deferred sales model into its operations is a business decision for the facility owner or operator. Your broker will have provided resources and

information on how to implement the DSM in your business and the SSAA has developed a Member Guide to DSM, sample sales journeys and step-by-step email templates which you can adjust to suit your processes.

How SSAA is working to support members

Together with insurers, SSAA is currently lobbying for an exemption for the self storage industry as we believe the DSM will negatively impact both our members and their customers. We believe add-on insurance is of value to self storage customers and that the DSM will increase the risk of uninsured losses.

While there is a possibility an exemption may be granted in future, at this stage, members should proceed on the basis they have to follow the deferred sales model. l

Visit the SSAA Member Portal for more information including the SSAA’s position statement on DSM and resources including sample sales journeys, templates and more.

Southwell Service & Modernisation

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

Southwell Engineering

Southwell is a proud, family owned company. Since 1945 we’ve been engineering and manufacturing high-quality hoists and scissor lift products at Camden, New South Wales, delivering and installing them around Australia, New Zealand 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, adding neatly to our standard range of Car Lifts and Goods Hoists.

Storco builds new facility for Rent A Space

Storco’s latest project features custom colour doors that were matched to Rent A Space’s brand specifications in this newly built three-storey facility. This project involved the construction of a new fourlevel building of 8000m2 including administration offices and associated external works. The undercover drive-way enjoys a 9m span. The land area is approx 2500m2 with total building area of more 8000m2 and will eventually enjoy more than 600 units. Rent A Space Self Storage, Brookvale, services the northern beaches area of New South Wales.

Sleeping Under the Stars

Kennards Self Storage has supported Stepping Stone House since its inception in 1989 and the Sleep Under the Stars event since it began six years ago. Kennards Self Storage are platinum sponsors of the event, donating Kennards boxes for all participants to build their shelters. The team – The Kennards Storage Freedom Fighters have participated every year and slept out.

This year’s Sleepout took place virtually on 15 October. One of the Kennards Storage Freedom Fighters Fiona, chose to sleep out in Homebush Bay Park in Sydney. This year the Kennards Storage Freedom Fighters raised $9,100, and the whole event raised $1.12m, which exceeded their goal of $800K.

Sleep Under the Stars raises money to fund Stepping Stone House’s services for disadvantaged young people. These services include providing shelter, care, support, and a pathway out of homelessness.

No child should be sleeping rough in Australia, yet almost 44,000 young people under the age of 25 are experiencing homelessness, with even more at risk.

Stepping Stone House has helped more than 500 young people become self-sufficient and independent young adults. To find out more information, head to: https://steppingstonehouse.com.au

Fiona Harding Business Development Manager at KSS and Freedom Fighters Ambassador for Sleep Under the Stars (SUTS).

Blackstone Real Estate buys Fort Knox Self Storage in one of the largest self storage transactions in Australia

Blackstone Real Estate Partners has acquired Fort Knox Self Storage, one of the leading self storage solutions providers in Victoria with 11 state-of-theart facilities spread across Melbourne.

The acquisition is one of the largest self storage transactions in Australia. Backed by Blackstone’s scale and expertise, it aims to expand and scale operations to accommodate customers’ increasing demand for high-quality storage space nationally.

This transaction marks Blackstone’s second self storage investment in Australia, following its successful acquisition of the KeepSafe portfolio in Perth, Western Australia, earlier this year. In Hong Kong, Blackstone owns a majority stake in two self storage assets. Similarly, in the United States, Blackstone completed its acquisition of Simply Self Storage in December 2020.

About Blackstone Real Estate

Blackstone is a global leader in real estate investing. Blackstone’s real estate business was founded in 1991 and has US$230 billion of investor capital under management. Blackstone is the largest owner of commercial real estate globally, owning and operating assets across every major geography and sector, including logistics, housing, office, hospitality and retail.

Welcome aboard

R6 Digital are delighted to welcome Stephen Hughes to their team as the new Chief Marketing Officer. Stephen comes with over 15 years of marketing experience from a series of recognisable brands including Budget Direct Insurance and The Courier Mail. He has worked extensively across many facets including Digital Marketing, CRM and direct marketing, marketing analytics, marketing technology platform management and media. He is a highly strategic marketer with a proven track record of delivering cutting edge marketing solutions in both B2B and B2C environments. He is a valuable addition to the R6 leadership team and will be heavily involved in the future direction of the marketing agency, and storage marketing technology products.

SSAA Annual Report 2021

2021 Highlights

This is an excerpt of the SSAA Annual Report 2021 presented to members at the Annual General Meeting on 25 November 2021. The full report is available in the SSAA Member Portal.

Members

The SSAA had 813 members as at 30 June 2021 (FY20: 814).

The SSAA had 813 members as at 30 June 2021 (FY20: 814).

Member Benefits

Member Benefits

The SSAA supported members with a range of resources and services throughout FY21.

The SSAA supported members with a range of resources and services throughout FY21.

Some notable highlights include:

Some notable highlights include:

Performance

Despite industry consolidation, the SSAA maintained its membership base across FY21. The number of facilities within the membership continues to grow (FY21: 1529; FY20: 1473). The membership is split between Australia (87%) and New Zealand (13%).

Despite industry consolidation, the SSAA maintained its membership base across FY21. The number of facilities within the membership continues to grow (FY21: 1529; FY20: 1473). The membership is split between Australia (87%) and New Zealand (13%).

The FY21 financial statements report:

Members Performance

Total Revenue $1,323,855 (FY20: $1,521,420)

The FY21 financial statements report:

Total Expenses $1,286,793 (FY20: $1,504,689)

Net Profit $36,409 (FY20: $14,180)

Total Revenue $1,323,855 (FY20: $1,521,420)

Total Expenses $1,286,793 (FY20: $1,504,689)

Net Profit $36,409 (FY20: $14,180)

Revenue for FY21 was down 12% on FY20 due to the continuing impacts of the pandemic. The SSAA invested in online events, research and member services while closely managing expenses to deliver a profit of $36,409 (up 120% on FY20) which will be reinvested for the benefit of members.

Revenue for FY21 was down 12% on FY20 due to the continuing impacts of the pandemic. The SSAA invested in online events, research and member services while closely managing expenses to deliver a profit of $36,409 (up 120% on FY20) which will be reinvested for the benefit of members.

l More than 550 enquiries answered via the SSAA Legal Help Desk

• More than 550 enquiries answered via the SSAA Legal Help Desk

l Over 15,000 searches conducted via StorerCheck

l 1,800 minutes of online content delivered

• Over 15,000 searches conducted via StorerCheck

• 1,800 minutes of online content delivered

l 80+ articles published

• 80+ articles published

l More than 12,500 Member Portal visits

• More than 12,500 Member Portal visits

l COVID-19 resources and guidelines

• COVID-19 resources and guidelines

l Customer Storer Guidelines update

• Customer Storer Guidelines update

l New online industry training programs

• New online industry training programs

• Access to Family Business Australia’s education and resources

l Access to Family Business Australia’s education and resources

In light of COVID-19 restrictions, the SSAA hosted two major online events, the Virtual Series: Industry Week and the Learning Event of the Year (LEOTY). Both events were well attended and well received, with 87% of attendees rating LEOTY as “excellent”.

In light of COVID-19 restrictions, the SSAA hosted two major online events, the Virtual Series: Industry Week and the Learning Event of the Year (LEOTY). Both events were well attended and well received, with 87% of attendees rating LEOTY as “excellent”.

The SSAA also delivered the comprehensive State of the Industry 2020 research and committed to an ongoing research agenda.

Governance

The Board continued to deliver on the 2019 – 2021 strategic plan and met five times in FY21. The annual strategic planning workshop was postponed due to travel restrictions.

Governance

The Board continued to deliver on the 2019 –2021 strategic plan and met five times in FY21. The annual strategic planning workshop was postponed due to travel restrictions.

The Audit, Finance & Risk Committee met seven times in FY21 and played an active role in the budget revision process given the impacts of the pandemic. The Audit, Finance & Risk Committee also reviewed the full suite of governance policies and updated the risk management framework for the SSAA.

The Audit, Finance & Risk Committee met seven times in FY21 and played an active role in the budget revision process given the impacts of the pandemic.

Other committees including the 30th Anniversary Committee and Convention Committee met as required. l

The Audit, Finance & Risk Committee also reviewed the full suite of governance policies and updated the risk management framework for the SSAA.

Other committees including the 30th Anniversary Committee and Convention Committee met as required.

The SSAA acknowledges the ongoing support of industry, including major partners VISY Boxes &

The SSAA acknowledges the ongoing support of industry, including major partners VISY Boxes & More, Southwell Lifts & Hoists, Storman, Storco, Universal Storage Containers and PTI Security, our advertisers and all those who contributed expertise and advice for the benefit of members.

Industry Snapshot 2021 2060

Resilience and record growth:

The SSAA’s Industry Snapshot explores the strong performance of the self storage sector in 2021.

Acompanion report to the SSAA’s biennial State of the Industry research, this shorter format explores changes in the market, operating metrics and industry trends since State of the Industry 2020.

The full report is available for download from the SSAA Member Portal and for the first time, the highlights are available online to the broader public, educating the market and showcasing the strength of the self storage sector.

Market Overview: 2021 has delivered record growth across the self storage sector

Despite the challenges presented by the pandemic over the past 18 months, market metrics continue to strengthen highlighting the resilience of the sector. An estimated 2060 self storage facilities are thriving across Australia (1570) and New Zealand (490). More than 6 million square metres of net storage area hold the possessions of nearly half a million self storage customers. The rate of existing supply across Australasia is 2.11, up from 2.04 in 2020 (measured as floor space in square feet per capita for ease of international comparison). New Zealand’s rate of supply leads Australia, at 2.34 (NZ) to 2.07 (AU). The estimated annual turnover for the Australasian self storage industry is north of $1.5 billion.

Operating Metrics: Exceptional performance evidenced by the strongest operating metrics on record

There has been a significant uplift in operating performance across the Australasian industry in 2021. The operating metrics in SSAA’s State of the Industry 2020 were based on data from Q1 2020, which is largely considered to pre-date the outbreak of COVID-19 in Australasia. This has afforded a clear view of operating performance before and after the onset of the pandemic.

Storage facilities in Australasia

1570

Storage facilities in Australia

490

Storage facilities in New Zealand

$1.5b

Estimated annual industry turnover

88%

Average facility occupancy by area

$304

Average storage fee rate $ per sqm per annum

The above metrics have been sourced from a range of self storage operators located in Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra and Auckland. The results have been collated from data sets dating from March 2021 to June 2021. The weighted average storage fee rate ($/sqm) is weighted based on net storage area and has not been adjusted to account for concessions.

The current operating metrics (Q2 2021) suggest the average storage fee rate across the AU/NZ market is now circa 2% above the average storage fee rate preCOVID-19, while the average occupancy level is circa 5% above pre-COVID-19 levels.

This growth reflects the resilient nature of the industry, the benefits of change as a demand driver and the commercial acumen of more than 1230 self storage operators across Australia and New Zealand.

Market Activity: Institutional investors are driving the continued consolidation of industry

Following a record year for transaction activity in 2019, 2020 saw a decline in activity, likely attributable to the impacts of the pandemic. While confidence in the self storage market remained strong, travel restrictions are likely to have contributed to the decline in the number of completed acquisitions. This was particularly evident in the reduction in the number of major transactions in New Zealand in 2020.

The rising price expectations of vendors, driven by capitalisation rate compression, has meant acquisitions of operating facilities is now largely being undertaken by institutional grade investors. The acquisition activity seen in recent years by mid-tier self storage investors has slowed.

A strong desire to acquire multiple assets as a portfolio, or ‘in one line’, has been driven by institutional investors seeking to grow/gain market share quickly. This is likely to be a continuing trend for acquisitions in the medium term.

National Storage led the acquisition activity in 2020 with the highest total number of assets acquired, primarily weighted by the Fry’s Storage portfolio acquisition in December 2020.

$1.3b

Total value of acquisitions transacted 2020 through to Q3 2021

Acquisitions by total quantum value 2020 through to Q3 2021

Blackstone ($480m)

Abacus Property Group ($475m)

National Storage REIT ($325m)

Other ($45m)

“

This growth reflects the resilient nature of the industry, the benefits of change as a demand driver and the commercial acumen of more than 1230 self storage operators across Australia and New Zealand.

Throughout 2021, Abacus Property Group demonstrated a strong desire to accelerate the growth of its self storage portfolio, following the strategic acquisition of its remaining 75% interest in the Storage King management platform in 2020. During the first three quarters of 2021, Abacus Property Group acquired 19 self storage facilities, 14 of which were existing Storage King-managed facilities, including a portfolio of five assets in Sydney.

Over the past 18 months, a new investor has emerged in the Australian market – global equity firm Blackstone Property Group.

In January 2021, Blackstone (through a subsidiary DBI Storage) acquired the KeepSafe Storage portfolio that comprised five operating facilities in metropolitan Perth. Blackstone has demonstrated a strong desire to gain market share through acquiring established self storage facilities, and in particular, an interest in acquiring self storage portfolios.

This has been clearly illustrated by its October 2021 acquisition of the Fort Knox Self Storage portfolio in Melbourne (11 assets) for $400 million.

Storage Industry Gauge: 2021 has been a record year for revenue performance, strongly influenced by disruption and an increase in discretionary spend

The SSAA Storage Industry Gauge measures the strength of the self storage market at a point in time. The gauge monitors performance of self storage across East Coast Australian cities, linking changes in revenue performance to various demand drivers. The condition of the economy and strength of demand drivers creates a self storage market score.

The preliminary 2021 SSAA Storage Industry Gauge result of 3.73 is the strongest on record, demonstrating the resilience of the sector (the market has been scored since 2018). The 2021 result is driven by a significant increase in discretionary inflation, an increase in housing turnover volume, constrained new self storage supply and the high level of disruption due to the pandemic.

Looking ahead, a reduction in disruption and/ or discretionary spend is likely to reduce the score. A significant increase in the rate of new self storage supply is expected in 2022, which is likely to negatively affect the score. The 2022 market will need a combination of strong population growth, an increase in new apartment completions and an increase in residential turnover volumes to sustain the current strong score.

“ The 2021 result is driven by a significant increase in discretionary inflation, an increase in housing turnover volume, constrained new self storage supply and the high level of disruption due to the pandemic.

SSAA Storage Industry Gauge

New Supply: Significant supply levels are forecast for major metropolitan markets

A high proportion of the proposed new developments will be undertaken by well established, existing self storage developers. Developers new to the market will deliver the remaining number of identified developments. A significant proportion of new supply is set to be completed in 2022, primarily within the Sydney and Brisbane markets. Seventeen facilities are proposed to completed in Sydney and 22 facilities are proposed for Brisbane over the next 18 months.

Since the beginning of 2020, at least 15 new self storage facilities have commenced trading across Sydney, Melbourne and Brisbane. These facilities have introduced more than 8,500 new storage units to the East Coast city markets.

Over the next three years, a significant amount of additional new self storage supply is proposed for these metropolitan markets. In 2022 alone, the number of facilities is set to increase by more than 9%, or about 12% by total number of storage units across Sydney, Melbourne and Brisbane. This rate of new supply is significantly higher than historical levels. In 2020 the number of facilities in the three markets increased by 2.7%, marginally above the 2019 increase of 2.2%.

Industry Insights

The Industry Snapshot 2021 uncovers key trends shaping the self storage industry in 2021 and beyond. Across many sectors, the pandemic has necessitated change and delivered years’ worth of transformation in a few short months. Self storage has been no exception.

Rising demand presents opportunities across residential and commercial segments

A number of leading operators shared their thoughts on three key trends that continue to influence the industry – the acceleration of automation, the growing sophistication of revenue management and the opportunities presented by burgeoning demand. l

As the voice of the industry, the SSAA believes it is important to measure and map the sector's continued success. The SSAA is guided by a strong commitment to serving members and the desire to present informed and meaningful insights as the industry matures. Sincere thanks to Linda Sharkey and the team at Cushman Wakefield for their in-depth research and unique insights into the sector. To members, including those who contributed data and shared their views, we thank you.

Proposed No. Facilities (by stage)

Operators are embracing automation to improve operating efficiency and enhance customer experience

A more proactive approach to revenue management is improving performance

Lee Cameron

Lee Cameron discovered self storage by accident in 1989. He was working in property development, and a storage facility in its development application stage came across the desk, which was worth looking at. The plan was to build it and on-sell it as most developers do. After operating it, the realisation set in that this was too good to give up, so U-Store Public Storage was formed to develop and manage it. The directors, alongside Lee, were David Davies and Dick Jamieson.

U-Store Public Storage’s first facility in 1990 was on Creek Road, Cannon Hill, Brisbane. It was built by Steel Storage, with Jon Perrins, as the builder, and the design was one of the first storage facilities for Steel Storage. It was a “ranch-style” facility over one level that proved to be very successful. Following this success, a second facility was built at Capalaba in 1996, followed by another two at Browns Plains. These were all sold to National Storage in 2007.

As the business grew, one of the biggest challenges Lee faced was technology. Initially, all the bookwork was done on paper, and he wanted to introduce technology. There were few technology-based database programs in the early 1990s, and so they used one from America, which wasn’t that successful, mainly due to support logistics. One of Lee’s associates in New Zealand developed a bespoke program for the Cannon Hill site as a test, and that is where Storman first started, around 1991.

Lee’s business has benefited by being a member of the SSAA, primarily in the area of agreements. With the legal agreements regularly updated, the Self Storage Association has produced excellent documents and the MAP, which is

the procedure of ‘How you do things’. In addition, attending the SSAA Conventions over the years was beneficial. Meeting people in the industry, discussing problems and successes from all angles.

The SSAA Conventions were also an excellent way to make friends and connect with people in the service industry. Lee has made a point to use these connections in the development and ongoing operations of his facilities. Lee

believes without the Association there would be limited access to those businesses and expertise.

Over his many years in self storage, Lee has found it interesting to watch the next generation coming through the industry. Seeing the children of the original members of the SSAA growing up and taking over the family businesses is a great legacy.

An interesting story Lee recalls from 2000 when they finished the Browns Plains facility in Brisbane. The facility hadn’t opened, and he quickly parked his car to drop off some office supplies. The next thing he saw out the window was his red HSV taking off down the road at great speed without him. He did leave his keys in the car, and it took about three days to get the car back. It made him question the demographic of the facility’s area and ensure better security. Fortunately, over the years, it has proven to be an excellent area.

Lee’s connection with the SSAA today is as a 30-year member with the three different entities he is involved with, Storage King Burpengary, BuildUp Property Group and Australian Mobile Storage. l

30 year member of the SSAA and Board Member 2012-2014.

“ Over his many years in self storage, Lee has found it interesting to watch the next generation coming through the industry. Seeing the children of the original members of the SSAA growing up and taking over the family businesses is a great legacy.

FEDESSA European Self Storage Annual Survey 2021

The tenth annual survey carried out by the Federation of European Self Storage Associations (FEDESSA) from its member associations, and their member operators, was released in September 2021 and produced jointly with JLL for the seventh consecutive year. Read on for the highlights and key take-aways from the survey, available to download at www.fedessa.org

In total, there are 5,173 facilities across Europe, providing over 11m square metres of space. This report is from 90 operators from 18 countries across Europe who operate nearly 900 facilities with almost 3 million square metres of lettable space, which is around a third of the total market. Around 78% of facilities in Europe are located in six countries.

Bigges t threat to industry

As at 31 March 2021 the data provided by more than 90 operators, covering nearly 3.0m square metres of self storage space gives a good overview of the industry in Europe.

Average rents and occupancy levels

Annual average rents per square metre across Europe was €268.74. Last year saw the biggest increases

in rental rates ever recorded, rising by 7.4%. The pandemic caused rental rates to initially fall, by around 3% at the peak of lockdown restrictions in Europe which was soon recovered.

There was a 1.7 percentage point increase from 79.8% in June 2020 to 81.5% in 2021. Occupancy levels are now higher than in February 2020, before the pandemic hit Europe.

Operators remain optimistic in their outlook, with 86% of those surveyed expecting improved profit expectations over the next year and 72% expecting improved occupancy rates

In the 12 months to September 2021, investment activity in the self storage sector has been high. As well as investment in self storage real estate assets, investors accessed the market by creating joint ventures, sales and leasebacks. Transactional activity in the self storage industry is thriving due to the low interest rate environment, active debt and investment markets. Existing trends have been fast forwarded by the pandemic. The fragmented nature

of the industry and the frustration of capital wanting to enter the sector have seen an acceleration of the following key trends.

Major operators, who have 10 or more facilities, occupy less than 50% of the total number of facilities in Europe. However, as major operators tend to have larger stores, they account for more than 50% of the storage space in many markets. There is a decreasing number of mid-tier operations available for

Equipment/Features

Source of enquirie s

to fall. There are now an average of 1.34 compared to 1.77 in 2015. 7% of facilities in our dataset are now fully unmanned

acquisition, with a growing gap between the large operators and small one-to three-site operations. When multi-site platforms of good quality become available, there is usually a competitive market of interested buyers. Even in the established UK market, recent consolidation has widened the gap between minor and major operators.

Enquiries

The COVID-19 pandemic has accelerated the trend towards greater online functionality and more sophisticated platforms. Operators have differing views on reserving units online, as they prefer to fully explain what size facility would be best and offer add-on services. Online platforms have become more advanced and provide live chat customer service and storage size estimators. The pandemic has also made many customers more comfortable with online transactions, especially in the older age groups.

Trending

One trend is the proportion of facilities offering 24-hour access decreasing year on year. Operators are becoming selective to whom they provide 24-hour access. Many

charge a premium for such a service or only allow unfettered access to business customers and other users with a genuine need, rather than a blanket 24/7 access for all customers.

Sustainability

Legislation is being used in many European countries to force compliance in tackling the need for greater sustainability. Building specifications are developing to meet both legal and market requirements.

Evidence from JLL’s database shows that about 85% of stores in the top six countries in Europe are typically first-generation sites that were opened as the industry emerged. These are typically in older converted industrial properties that will require retrofitted improvements, so this will be an interesting space to watch over the next few years. l

detection alarms

systems

hour access Mobile device based access system (Bluetooth, Wifi, NFC)

Ian Oliver

Ian was a founding member of the SSAA. He owned and operated Capital Self Storage in Canberra from 1988 to 2014 when he sold the business to National Storage.

One day in Sydney in 1987, Ian walked past a building filled with roller doors. He thought, “what’s going on here?“ and talked to the manager, who explained it was self storage. Ian thought, “What a good idea”, and did some homework, realised it was an excellent idea and got involved.

Ian is from Canberra and Queanbeyan, and, together with an investment partner, started looking for a site to build a facility. They found a one-hectare (four-acre) block six months later, though it wasn’t the best in slope and undulation. Luckily, they were approached by an excavator firm who wanted to bring their fill over to level off the site.

Once this was compacted, the site was suitable for a single storey, 40-unit, ranch-style building. The facility was completed within that first year. At that time, demand for self storage was so high, customers were moving in before they had completed driveways. It was an instant success.

In the 1990s, there weren’t any selfstorage specialist builders. Everybody thought a garage-type builder would suit the requirements and that the style of buildings they had in the US were more applicable. Ian decided they wanted a 12-metre span, so they engineered their buildings and built 200 units from their design.

The following site they developed in Hume was very large. This site received three to four times more phone call enquiries than Queanbeyan. The business acquired another site in Mitchell and then one in Philip in the ACT. There was also a little site in Goulburn and another couple in country towns in New South Wales. In 2014 they were approached by National Storage to purchase all of the properties.

Forming the SSAA

Ian was invited to the initial meeting of self storage operators in Sydney. He and Dallas Dogger represented Canberra. They met people such as Neville Kennard and Jim Miller, who had a lot to offer as they had been established a little bit longer. This meeting primarily discussed Western Australia and its state revenue office asking for stamp duty on rental agreements. That brought the need for the Association to have a range of standard agreements. Individual operators did not have the resources for legal and other specialist advice. However, by joining together and forming the SSAA all operators have access to an essential resource.

Early on, people didn’t understand self storage. Bankers, valuers and new investors asked questions about financial data, and Ian saw the need for industry comparatives. Previously Ian had been involved in the Financial Management Research Centre (FMRC) in Armidale, New South Wales, and in 2003 he asked them to facilitate the compilation of data from a select group of

operators. At the Convention, Ian told attendees they needed 100 storage facilities to submit their information for comparative data. This was the first analysis ever compiled for the industry.

It compared the industry to other real estate businesses such as motels, service stations, food chains, etc. It became the basis for telling the story of what the self storage landscape looked like.

Ian is still involved self storage from an investment perspective in Australia and overseas. l

“ Early on, people didn’t understand self storage. Bankers, valuers and new investors asked questions about financial data, and Ian saw the need for industry comparatives.

Established in Brisbane, Australia in 1990 and now part of the Janus International Group, Steel Storage is a leading supplier of self storage and access control solutions. Customers benefit from a global network of self storage partners with unmatched manufacturing, technical and logistical expertise, supported across Australasia by an experienced team who understand the local market.

Two key digital marketing trends to know about in 2022

by Stephen Hughes, Chief Marketing Officer - R6

Digital marketing is a fast changing industry and it can be challenging to keep up. 2022 is shaping up to be no exception with some big changes ahead. Here are a few of the key trends that you should be aware of to ensure you stay competitive in the digital marketplace.

1 Mobile website experience is more important than ever

The 2021 Storage Marketing Index published in May saw that compared with 2020, more customers will engage with your website from a mobile device than from desktop. There were also recent changes to Google’s organic search algorithm which have made mobile website load speed a core ranking factor which you need to get right if you want to appear in one of the top spots in Google search.

What can you do about this?

l All of the core pages on your site should be optimised for mobile devices, this means you may need to have a unique mobile experience.

l Call to action may be different on mobile compared to desktop, watch to make sure that they are still effective on a mobile device.

l Ensure the mobile page load speed is under two seconds, aim for 0.5 of a second.

2 Prepare for the ‘cookiepocalypse’

Cookies are like the internet breadcrumbs that allow websites to know who you are and where you have been online. On your own website you would use ‘first party cookies’. These cookies can only be read by your website and are important for your website to function properly. The good news is that these cookies are going nowhere.

’Third party cookies’ however have been disappearing gradually and Google has announced that Google Chrome browser will discontinue third party cookies in 2023, which will be the last bastion of these cookies gone.

How does this affect your marketing efforts?

l Retargeting of clients or cart abandonment can no longer be done through cookies

l The most common attribution models like ‘last click attribution’ which tell you where your customers came from will become less accurate and effective. Digital marketers will turn to the next best choice, modelled attribution methods, but these need to be trained to be effective.

What can you do about it?

l Develop a ‘first party data strategy’ to leverage customer data such as emails and mobile numbers for targeting or retargeting marketing campaigns.

l Work with a team that knows its attribution modelling – there's work to be done now while you still have last click running to avoid a sudden drop in performance when you are forced to switch in 2023. These two key points are big ones, but still the tip of the iceberg. The digital marketing landscape will continue to change and evolve at a breakneck pace. It is important that you or your digital marketing agency are well versed with what is coming and be prepared to adapt to ensure that you remain competitive when potential clients are looking for storage solutions. l

Digital

“ Develop a ‘first party data strategy’ to leverage customer data.

Calling all Directors

by Juston

Part of a major modernisation of Australia’s business registries, the introduction of Director IDs – a unique identifier that a director will keep indefinitely – is designed to help stamp out illegal phoenixing and other fraudulent activity, enabling government to verify and track the corporate history of individual directors.

While preventing fraud is the main reason for Director IDs, it’s not the only reason. The original legislation made clear the scheme is also meant to protect the privacy of directors by allowing them to be identified on public registers without disclosing, dates of birth, full names and residential addresses, etc.

At a time when cyber security attacks, identity theft and other threats are on the rise, it’s important this is followed through.

In a major step, the Australian Tax Office has launched its Australian Business Registry Services website, enabling directors to now apply for their ID.

If you are a director of one of the following entities: l A company.

l Registered Australian body, such as an incorporated association. l A registered foreign company or Aboriginal & Torres Strait Islander corporation.

You will need to obtain a Director Identification Number DIN (Director ID) by the dates below.

What is a Director ID Number?

A Director Identification Number (DIN) is a 15-digit number given to a director or someone who intends to be a director and has identified themselves with the Australian Business Registry Services (ABRS).

It’s the director’s responsibility to apply for their Director ID. It is free to apply. There will only ever be one Director ID given to you as a director. This remains with the director regardless of whether they change companies, stop being a director, change their name, or move interstate or overseas.

Why do you need a Director ID?

In simple terms, you need this so creditors, shareholders, employees, consumers, administrators and regulators know the names and specific details of directors of a company.

Having a Director ID will prevent the use of false or fraudulent director identities; make it easier for external administrators and regulators to trace directors’ relationships with companies over time; and dentify and eliminate director involvement in unlawful activity, such as illegal phoenix activity.

Important dates to apply by Applying for your ID number depends on your date of becoming a director.

Date you become a Director:

l On or before 31 October 2021

Apply: By 30 November 2022

l Between 1 November 2021 and 4 April 2022

Apply: Within 28 days of appointment

l From 5 April 2022

Apply: Before appointment

To be a director, under the Corporations Act, you must:

l Be an individual who is at least 18 years old.

l Not be disqualified from managing corporations unless the appointment is made with the permission of ASIC or the Court.

Your Director Identification Number (DIN) obligations include:

l Applying for a DIN within the relevant timeframe for your situation.

l Applying for a DIN when directed by the Registrar to do so.

l Ensuring you only apply for no more than one DIN (unless directed by the Registrar to do so).

l Not misrepresenting your DIN to a Commonwealth body, company, registered Australian body or Aboriginal and Torres Strait Islander corporation.

l Making sure you are not involved in breaching any of the above DIN obligations.

You must meet the above obligations. Serious consequences may apply if you are unable to meet the duties required. These include:

l Possible civil or criminal penalties, or

l You may be issued with an infringement notice.

How do you apply for your Director ID?

You can apply in three easy steps:

l Set up myGovID

l Gather your documents

l Complete your application on the abrs.gov.au website.

Remember, it is a legal requirement to obtain a Director ID. You can contact Bishop Collins if there is a problem completing these steps by the due date or if you have any questions. l

For further information, head to: www.abrs.gov.au

If you have any questions please call Bishop Collins on 02 4353 2333.

Jirwander, Director, Bishop Collins Accountants

“ If you are a Director you will need to obtain a Director Identification Number

Set your family business up for future success

Do you work with family members, brothers, sisters, cousins or Mum and Dad? Well, you’re not alone! Did you know that in Australia and New Zealand, family businesses account for about 70% of all businesses and employ about half of the workforce?

While the past 18 months have seen some success stories, many family businesses around the nation and the world have been challenged, not just in running a business, but in managing family dynamics where you cannot leave work at work. The breakdown of family dynamics within family businesses is common, given the complex relationship between love, money and power.

job,

5 tips on managing family dynamics:

1 Actively manage family dynamics with communication and established rules and structures to work within.

2 Focus on family at home and work at work, and where possible, try not to blur the lines.

3 Establish communication boundaries and ways to deal with conflict.

4 Never assume that people have the exact expectations as you – set goals together.

5 Clearly define roles for all family members in the business.

Family Business Australia (FBA) has served families in business for more than 23 years and Family Business New Zealand (FBNZ) for just over two years. With more than 3,000 family business members collectively, they understand the unique experience of families in business like no other organisation.

As the peak bodies for family businesses in each country, FBA & FBNZ tailor solutions to family business members through facilitating and engaging resources and channels that promote success and foster sustainability. Their resources, events, courses and conferences are developed to build stronger families and healthier businesses that transition for generations.

“ When families work together and share their wins and achievements, it’s not just a

they have the future of their family invested. ”

SSAA Members Special Partnership Offer

The SSAA is proud to announce it has renewed its partnership with FBA & FBNZ to offer further support to all the family-owned self storage businesses.

Now is the time to invest in the future of your family business. For SSAA members, FBA & FBNZ are offering an Emblem Membership with the following additional benefits: l A free discovery session that will help to identify areas of your family business that require attention and develop strategies and action plans to move forward l A free Family Business Essentials workshop

l All Education courses at discounted member prices

SSAA members can register for the Succession Planning for Family Business course or the Financial Essentials for Family Business Course at member prices, saving over $990.

FBA & FBNZ’s Planning Succession for Family Business course will provide you with the necessary hands-on tools to begin establishing a succession plan. Learn the different options for both leadership and ownership transitions.

Learn to make better strategic decisions for your family business by gaining a deeper understanding of your business finances with FBA & FBNZ’s expert online course – Financial Essentials for Family Business.

By joining as an Emblem Member, you’ll get access to several benefits for only $264 per annum. All this for less than a coffee per week.

According to the 2019 Edelman Trust Barometer, in Australia, 52% of people trust businesses, while this increases a huge 23 points to 75% for trust in family businesses. Make sure you are giving your business every chance to stand out from your corporate competition.

With an Emblem Membership, you’ll get access to the licence for the ‘A familyowned Australian business, or the ‘A family-owned New Zealand Business’ emblems, which you can proudly display on your family business’s packaging, signage, website, marketing collateral and more. l

Sign up as an Emblem Member today and gain access to all the benefits mentioned above. Australia: www.familybusiness.org.au and use SSAA as the referrer or call 1800 249 357 New Zealand: www.familybusiness.org.nz or call 0800 249 357.

“

FBA & FBNZ are experts in helping businesses of all sizes plan for the future. Thanks to their support, we’re on the best possible path to ensure we continue to thrive. ”

Angus Kennard, Kennards Hire

A free Family Business Essentials workshop is part of the Emblem Membership.

Are you telling the right story?

by Rebecca Smith – That Comms Co.

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.

At the heart of every good customercommunication is a good story. A good story hooks its audience, provides them with new information and offers them additional value. It will be remembered long after the customer comes into contact with it.

Stories can be conveyed through every one of your marketing channels – a social media post, an email, an update on your website, an interview in the media. While you might adapt the message depending on which medium you’re using, having a planned and relevant message or story to tell in every communication is essential.

The Self Storage Association’s State of the Industry Report 2020 highlights the progress made in the industry while measuring and mapping out the continued and future success of the storage sector. The findings reveal opportunities for businesses to communicate with customers about matters of importance to those who want, need and use self storage. Simply put, the report outlines some of the most relevant stories your business should be telling right now.

Know what customers are looking for

Understanding your customers and what they are looking for is key to all business communications.

According to the SSAA State of the Industry Report 2020, the people most likely to use storage within the next five years are more likely to be:

l Under 35

l Living in a capital city

l Decluttering

l Renovating or travelling

l Have kids at home

l Renting

l Living in an apartment

l Higher-income earners

It would make sense to target these groups and offer value in the areas that matter to them. For example, you might consider including tips on decluttering or the best way to store childhood memorabilia in your regular emails or newsletters. You might also offer advice about what to pack and what to leave when renovating or travelling.

Go big on the benefits

The benefits that self storage offer are great, yet many of us continue to load up closets, cupboards, and shelves with rarely used items. When we finally decide we need additional space to store the things we can’t part with, it’s not uncommon to leave them with a family member or friend. Yet often, trusting people with our items can result in unintentional damage or loss as boxes get moved from space to space.

We know that awareness of self storage is continuing to grow, but future customers could better understand the benefits. While 92% of Australians and 88% of New Zealanders have heard of self storage, fewer than one in five say they understand the advantages very well.

With this in mind, now might be the time to revive marketing messages about the range of benefits your self storage facility offers by explaining why your business is there to help them declutter or store items during short periods of transition. Plus, how your business can provide a fresh start or aid more permanently in downsizing.

Highlight the value and flexibility you offer

Research shows that potential customers perceive self storage to be high cost – in fact, according to the SSAA State of the Industry Report 2020, the cost of self storage is one of the most significant barriers for customers. This allows facility owners and managers to demonstrate the real return on investment they offer.

The report shows that one in two people have needed storage in the past five years but didn’t use a paid facility. By sharing information about the different unit sizing available at your facility, clarifying the varied terms of stay you accommodate, and ultimately calling attention to the flexibility your facility offers. Highlight how you can meet the varied and personal needs of the customer.

Business versus personal

The SSAA research also calls attention to the growing opportunity to attract business customers. Of the businesses currently using storage, 67% use alternative storage models and only 29% use self storage. There is an opportunity to communicate with local businesses about the benefits of using self storage to store company records, outdated but essential files,

surplus materials, or office equipment and machinery. If you’re looking to expand into the business market, highlighting how your service can meet these specific customer’s set of needs would be a great story to tell. Regardless of the channels you use to speak with your customers, it is essential to ensure your communications are relevant, helpful and meaningful for the people you want to do business with. If you’re telling the right story, customers will relate to your offering and remember your business for their future storage needs. l

Need more help with your communications?

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

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

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

“ Stories can be conveyed through every one of your marketing channels – a social media post, an email, an update on your website, an interview in the media.

We wish all self storage owners, suppliers and purchasers a happy and safe Christmas and a very positive 2022 spent with family and friends.

How to successfully manage the holiday season

by Natalie Bol - HR Central, HR specialist.

Christmas, while a fun and festive time with high spirits aplenty, can also be a period of anxiety if you are a manager or business owner. This period can trigger some managerial headaches, such as absenteeism, poor or unwise behaviour, inappropriate Kris Kringle or Secret Santa gifts, and often a loss in productivity because it’s the end of the year, and people are tired. Adding to your headaches this year could well be additional heightened enthusiasm for many coming out of COVID-19 restrictions or anxiety for others having to come back to face to face contact. So, while there is a bit to consider, some easy planning can ensure that the season is festive.

Following are four things to think about and be prepared for:

1 Annual leave

You may quite possibly be closing your business over a period during Christmas and New Year, or it may be a quiet time for many.

TIP: Make sure you act in accordance with your relevant Modern Award. The Modern Awards you may be covered by are General Retail Award or the Storage Services and Wholesale Award. Different Awards will stipulate provisions regarding the consultation and

communication of a shutdown period and make sure leave is submitted and planned as soon as you can. These Awards will also stipulate any penalty rates for working public holidays if your business will trade over this period.

2 The office Christmas party

Office or client Christmas parties can often excite your employees, and usually, there’s alcohol.

Employees still need to be reminded it is a work event, and they need to keep it tidy. If going to an external/ client function, they are representing your business, your brand.

TIP: Make sure you emphasise your drug and alcohol, dress code, and social media policies as a friendly reminder to all staff of expected behaviour. Have an informal team meeting about your expectations.

It doesn’t have to be a lecture, but communication to ensure everyone understands what they should and shouldn’t do. Presuming people know what is right can be very wrong.

It’s pretty standard for a business to have their Christmas party during the week.

If TIP number 2 isn’t followed, this can often lead to unplanned absenteeism or lack of productivity. TIP: Chat to your team about what

Best wishes for a safe & HAPPY festive season from all the TEAM at

With more than a decade of HR experience Natalie Bol is a true generalist with a strong IR slant. Natalie enjoys working across many aspects of HR including compliance, IR, HR skills training and performance management. Natalie holds a Graduate Diploma of Commerce in HR Management from Swinburne University and is a member of AHRI.

is expected of them at the event and work commitments the day before and after. Perhaps have a Christmas morning tea with gifts the following day to incentivise employees to come into the office. Knowing this in advance may make people make more rational decisions the night before regarding how long and how hard they party.

As a business owner, you may have noticed employees having the odd flirt now and then. Christmas parties seem to lower inhibitions, which can be a catalyst for a potential HR nightmare. If you see something inappropriate, shut it down. You have a duty of care to your staff and are required to act on any potential hazards.

Personality types – remember that while most of your team may be bursting at the seams to celebrate and reconnect with each other –there will be those that have been affect mentally over the past two years. Go easy with them. If they prefer not to attend social events, allow them that space, or perhaps encourage them to be involved in the planning/behind the scenes work rather than front and centre facing. It might be something as simple as making some food at home to bring.

1300 01 SSAA

3 Gift exchanges

Kris Kringle (KK) is a common way for colleagues to exchange gifts at this time., but it can leave business owners with mixed feelings of fun and excitement or even pure fear about what will be unwrapped.

TIP: Remind your staff if it can’t be opened in front of the team; it’s not appropriate. A great way to get around this is by employees creating a wish list. This ensures the gift is appropriate and liked by the recipient. One app suggestion is drawnames@drawnames.com.au. Apps like these can anonymously allocate who has who for a KK and the option to make a list of what you may like to receive. Another idea is to monitor it more closely, such as restricting gifts to options –

i.e. a book voucher, a sports voucher or a food voucher. Or contribute to a charity or local sporting team that your facility may support on behalf of the whole team.

4 Engagement and productivity

Your employees have worked for you full steam ahead all year, and this year has been extra challenging for many employees with COVID restrictions. Most employees want to take a break or are suffering from COVID-19 fatigue (a real thing). To keep engagement at a high, try little games during December. Christmas bingo or decorating your desks. It’s a small gesture but can lift people’s spirits. Encourage zoom Christmas backgrounds or silly animation for

employees working from home to keep both in-house and remote colleagues connected.

Final word

While keeping this all in mind, you can still have fun. The episode of Elaine dancing at the office Christmas party says it all! Or maybe not... l

If you would like any further information call the SSAA

HR HELP DESK

1300 01 SSAA / 1300 017 722

Leading safety proactively in the New Year

by Craig Salter Director Action OHS

facilities to allocate responsibility for planned safety activities and have the visibility to ensure that these tasks are completed. It guides you to manage those legal obligations defined earlier. The software allows SSAA members to:

l report incidents, hazards, or their site attendance.

l schedule safety activities (meetings, inspections, audits, preventative maintenance, etc.) to support completion;

We get it. The past two years have been horrible. For many, the focus has been to keep the lights on and manage the ever-changing local requirements regarding COVID-19. We acknowledge that we possibly haven’t seen the end of COVID-19, though recent activity has allowed us to see that there is light at the end of the tunnel.

However, with light, there is the opportunity to reflect, and there is an opportunity to look forward.

As we approach the new year, it is timely to remind members of the Self Storage Association of Australasia (SSAA) of the partnership between the SSAA, Action OHS Consulting and Safety Champion Software.

SSAA OH&S Help Desk

The core element of this partnership is the SSAA OH&S Help Desk. As an SSAA Member, you can access it at no cost. Action OHS Consulting manages the O&HS Help Desk. Action OHS Consulting acts as an advisory, providing you with the health and safety direction and information you need to make decisions that suit your circumstances.

Over the past two years, the OH&S Advisory has helped many SSAA members resolve questions they have had regarding their legal

duties and obligations. You know the kind, “What do I need to do, to manage this?” or “Do I need to do that?”

If you’re not sure of your health and safety obligations, they are clear. No matter the size, businesses are required to manage foreseeable hazards to ensure their workers and those who attend their facility, including customers, contractors, or visitors, do not sustain injury because of your business’s operations or service offering.

Often the challenge is where to start. For the most part, the health and safety legislation adopts a self-regulated approach over a prescribed method. This means that each business is to work through how people could get hurt and what they will do to prevent this ‘hurt’ from happening. There are guidance materials to provide direction on how you can manage this in Compliance Codes and Australian and New Zealand Standards; however, the SSAA OH&S Help Desk is designed to help you navigate this with ease.

Seamless safety software

Safety Champion Software provides SSAA Members with an effective way to manage and interact with their safety program. It allows

l monitor the expiry of licences, training, and insurances to ensure these remain current; and,

l maintain currency of documents and registers to ensure these are updated routinely. l

If you would like a demo, contact O&HS Help Desk or Safety Champion Software direct. Let’s make 2022 – the year of proactive safety management.

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.

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.

Consulting

Craig is the Director of Action OHS Consulting, specialists in OHS problem solving and innovation.

Have you become store blind or complacent?

by Timm Martin,

Lockdowns across Australia and New Zealand have been challenging. In some areas, the lack of ability to get out and about has caused staff and facility owners to become store blind or complacent.

Store blind is when you are in and around your businesses every day and may not notice glaring errors or even see small things that are easily rectified.

Complacency comes easily this time of year, so take some time to reflect on whether you're just treading water or if you can use the run into the new year to level up your operations.

Chefs are taught ‘the customer’s first bite is with the eye‘. Presentation is everything. Sally Chodan from StorAssist has been in the industry for more than 10 years and lives and breathes self storage. When first arriving for an audit at a facility, her first observations are:

l How does the facility look from the street?

l How do the staff greet her? (i.e. was she standing around waiting to be served, were they out front smoking, did they stand up to greet her?)

l How does the office look?

l Do the staff onsite give the impression they care?

Shondra Hill from Storage Angel, says when she attends a site to relieve staff, she asks the question, “Would I store my stuff here?”

These are initial observations from a potential customer’s perspective and are some of the most important to address. The next step of checking in on any business is the broad appeal and look of a facility.

External practices

Ensuring all units have a lock sounds simple enough, but an actual walkthrough can tell you more about your business/facility. A walkthrough quickly identifies any move-outs

and lets you know of any changes between walkthroughs.

Keep an eye out for anything lying around as these cause hazards and security concerns that become problems if ignored. For example, hardstand customers often assume the space is theirs to use as they wish.

There could be trucks and trailers with spare tyres and planks lying beside them on a hardstand space. These are trip hazards and security risks as they can be used as ladders and steps to scaling fence lines and gates.

Internal practices

With more and more processes in the Cloud these days, it is a simple and effective practice to back up systems daily or weekly, as this protects businesses from having to trawl back through weeks or months of entries to get back on track should a breach occur.

It is also essential that every facility has a fully completed and enforceable agreement that is up to date, as legislation continues to change across the industry. With

contactless interactions becoming more common, it is still important to ensure every new customer is double-checked and knows the lay of the land.

Lastly, keep an eye on stock levels of ancillary products. It gives you an idea of what sells well, what to stock, and where to avoid spending unproductive energy and time.

Key take-aways

l Well-presented exterior

l Neat, tidy office, dusted and wellstocked

l Attentive staff

l All units locked

l Walkthroughs completed (best practice twice weekly)

l Nothing lying around the facility

l Back up, back up, back up

l Know your product and what’s available for sale

l An up-to-date agreement/ contract for ALL customers

l Knowledge of how systems work (phone, CCTV, gate motors etc.)

No one likes talking about audits, but the simple things can identify potential liabilities and help in the long run. l

freelance self storage expert

“

Store blind is when you are in and around your businesses every day and may not notice glaring errors or even see small things that are easily rectified.

Electronic locks

by Hunt and Hunt Lawyers

Arelatively recent development in self storage facilities, electronic locks create a series of questions for facilities. The current agreements apply equally to the use of electronic locks and traditional locks by facilities.

However, the question is whether the relationship between storers and the facility when using electronic locks is best managed by the Standard Agreement or a Managed Agreement. This will be determined by how each facility uses the electronic locking system and the impacts on the overall relationship.

Managed storage services come with an increased responsibility for storage facilities. If you wish to avoid these additional requirements, you must ensure that the use of electronic locks is not the equivalent of ‘keeping keys’.

To reduce the risk that a facility could be deemed to have ‘kept’ keys while using electronic locks, you should:

l Keep tamper-proof records of every time an electronic lock is opened;

l Provide notification to the Storer every time the electronic lock to their space is opened; and

l Ensure only the Storer and the provider of the electronic lock can open the electronic lock.

I n following these steps, you will ensure that the facility cannot open the lock itself. Should a facility require access, they might ask the product provider to open the electronic lock in limited circumstances. These circumstances are the same as those allowing a facility to ‘force’

Tony Raunic.

or ‘break’ a lock under the Standard Agreement; for example, in the event of an emergency or after a Storer is in default for more than 42 days.

A facility could maintain the ability to open the electronic locks themselves in these agreed circumstances. However, this access should be restricted to a limited number of facility staff, and access should be strictly protected. It is worth seriously considering if you need this functionality, as it would be more likely to suggest a facility is ‘keeping keys’ than if the facility could not open the electronic locks themselves.

Electronic locks are new to the self storage industry. It is not certain that taking any or all of these measures will guarantee that a facility will not be seen to be ‘keeping keys’ and the additional responsibilities that come with the changed relationship in the event of a dispute. However, as SSAA’s Australian legal advisers, we think these measures are worthwhile to minimise that risk.

If you are looking to install electronic locks within your facility, these are all key points to keep in mind when evaluating the risks and benefits that electronic locks bring. The SSAA Legal Help Desk can help you evaluate these risks and give you a clear understanding of the potential effects on your responsibilities and relationships with storers. l

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

“ You must ensure that the use of electronic locks is not the equivalent of ‘keeping keys’.

ACCESS CONTROL, FIRE & SECURITY

PTI SECURITY SYSTEMS

T: Sales +61 1300 798 860/ Support +61 1300 159 473

E: apac-sales@ptisecurity.com www.ptisecurity.com

AD-TECH Security

Adrian Rostirolla

T: +61 1300 306 090

E: adrian@ad-tech.com.au www.ad-tech.com.au

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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 1300 783 222

E: info@QueAccess.com.au www.queaccess.com.au

––––––

Sentinel Storage Systems

Jason Keane

T: +61 1300 852 117/+61 3 9988 2035

E: info@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES

PACKAGING

VISY BOXES & MORE

Ralph Inglese

T: 13 84 79

E: vbm_vic@visy.com.au www.visyboxesandmore.com.au Branches across AUS and NZ

Homestead Press

Joe Papp

T: +61 2 4302 0605

E: joe@homesteadpress.com.au www.homesteadpress.com.au

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

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

B&D Australia

Cam Moody

T: +61 7 3883 0200

E: cam.moody@bnd.com.ai www.bnd.com.au

Beach Construction NSW Pty Ltd

Skye Reardon

T: +61 2 9550 9199

E: sreardon@beach.com.au www.beach.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

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

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

Peter Hamilton

T: +64 9 355 9333

E: peter.hamilton@cbre.co.nz www.cbre.co.nz/self-storage

––––––

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

m3property

Jeremy Hoffman

T: +61 7 3620 7900

E: jeremy.hoffman_365@m3property.com.au www.m3property.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 2 8233 7627

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

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 ––––––

Stora

E: hello@stora.co www.stora.co

STORAGE CONTAINERS

UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade

T: +61 438 256 541

E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com

BOS Containers Australia

Elise Kelsey

T: +61 3 9720 4455

E: ekelsey@aimhire.com.au

www.aimhire.com.au

––––––

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

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.

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

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

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

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

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

FACILITY MEMBERS

Alpine Valley Real Estate

7 Hollonds Street

MOUNT BEAUTY VIC 3699

T: +61 3 5754 4999

E: kim@alpinevalleyrealestate.com.au

Barrington Tops Developments

203/33 Shortland Esplanade

NEWCASTLE EAST NSW 2300

E: michael@downes1.com.au

Darren Edwards

2 Dan Street

MAWSONLAKES SA 5095

E: daz21@internode.on.net

Geraldton Storage Units

12 Cameron Rd

GERALDTON WA 6530

T: +61 429 383 114

E: katrina.brown@raywhite.com

Howletts Mini Storage

23 Jealous RD

BUNDABERG EAST QLD 4670

T: +61 7 4152 4547

E: +61 7 4152 4547

Joe’s Mini Warehouses

104-116 Anderson St

MANUNDA QLD 4870

T: +61 401 074 656

E: info@joesminiwarehouses.com

––––––

Just Store It Self Storage

5 Capital Drive DUBBO NSW 2830

T: +61 2 6882 8874

E: juststoreitaus@gmail.com

Lancaster LocknLeave

9 Talfourd Place WALTHEM 8247

T: +64 2 133 7837

E: nick@informbuilders.co.nz

Mornington Peninsula Boat & Caravan Storage

44 Bungower Road

SOMERVILLE VIC 3912

T: +61 400 622 673

E: mpsboatandcaravanstorage@gmail.com

Muswellbrook Storage

27 Glen Munro Rd

MUSWELLBROOK NSW 2333

T: +61 409 336 553

E: muswellbrookstorage@westnet.com.au

––––––

OATS Self Storage

110 Oats Street

CARLISLE WA 6101

T: +61 8 6555 7785

E: oatsstr@nesolutions.com.au

Premium Self Storage

Unit 6-7, 1648 Kyneton Metcalfe Rd

KYNETON VIC 3447

T: +61 431 350 206

E: alicia.vernon@bigpond.com

Sam Marshall Self Storage

32 Mitchell Street

RANFURLY OTAGO 9332

T: +64 2 0420 0248

E: bwrgold@gmail.com

Silo Storage

13 Warehouse Place

BERKELEY NSW 2526

T: +61 2 7229 0296

E: sales@silostorage.com.au

Tailored Storage

Waterline Storage

1114 Bass Highway

THE GURDIES VIC 3984

T: +61 458 484 604

E: info@waterlinestorage.com.au

ADDITIONAL FACILITIES

BG Self Storage

52 Albert Rd

MOONAH TAS 7009

T: 1300 007 107

E: info@bgoc.com.au

Instant Space Self Storage Redbank Plains

205 Krauger Parade REDBANK PLAINS QLD 4301

E: redbank@instantspaceselfstorage.com.au

––––––

Public Self Storage Hallam

22 Abbott Road

HALLAM VIC 3803

T: +61 3 9703 1933

E: hallam@pss.com.au

Self Storage Strandon Limited

477 Devon Street East

STRANDON NEW PLYMOUTH 4312

T: 0800 437 640

E: newplymouth@sgss.co.nz

Snow Street Storage

31 Snow Street

SOUTH LISMORE NSW 2480

T: +61 2 6623 3200

E: lismore@walmurray.com.au

––––––

Stax of Storage Churchill

1-5 Webster Street

CHURCHILL VIC 3842

T: +61 3 5122 3310

E: churchill@staxofstorage.com.au

––––––

Storage King Burleigh Junction

17 Rudman Parade

BURLEIGH HEADS QLD 4220

T: +61 7 5593 4458

E: burleighheads@storageking.com.au

Storage King Joondalup

2 Delage Street

JOONDALUP WA 6027

T: +61 8 9473 9150

E: joondalup@storageking.com.au

Storage King Joondanna

76 Roberts Street

OSBORNE PARK WA 6017

T: +61 8 9473 9195

E: Joondana@storageking.com.au

Storage King McGraths Hill

54 Industry Road

VINEYARD NSW 2765

T: +61 2 9436 6775

E: +61 2 9436 677

Storage King South Windsor

122 Ham Street

SOUTH WINDSOR NSW 2756

T: +61 2 9436 6790

E: southwindsor@storageking.com.au

PROVISIONAL MEMBERS

Jeremys Self Storage

16 Braco Place

BURNSIDE CHRISTCHURCH 8024

T: +64 27 688 5559

E: jeremy@winfrance.co.nz

––––––

Safe 2 Store

54 Hargreaves Drive

TAREE NSW 2430

T: +61 2 8006 0526

E: admin@safe2store.com.au

SERVICE MEMBERS

CBRE Limited

Level 14, 23-29 Albert Street

AUCKLAND 1010

T: +64 9 355 3333

E: peter.hamilton@cbre.co.nz

Stora Limited

15 Church Square

BAMBRIDGE NORTHERN ISLAND

E: hmcguckin@stora.cos

New Service Members:

CRBE NZ

As the industry leader in self storage, CBRE offers a suite of services including the acquisition, disposal and valuation of self storage facilities and storage units throughout New Zealand. Our specialists leverage their local knowledge, national relationships and global reach to provide integrated and streamlined solutions for clients.

Stora: Stora is the all-in-one software solution for modern self storage facilities. Built to quickly and easily bring your self storage facility fully online, Stora's slick and easy-to-set-up web bookings and payments platform provides customers with a world class booking and check-in experience. Hailing all the way from Belfast, we're delighted to welcome Stora to the Australasian market.

SSAA Online Industry Training

12 modules with two complimentary introductory modules now available. Each module takes approximately 15 to 30 minutes to complete and is accompanied by handy Quick Reference Guides.

Visit the Member Portal to sign up today!