Insider 137

Insider

137

JULY 2024

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

TECHNOLOGY & AUTOMATION

Embracing technology

AI in self storage Automation and the human touch

2023 INDUSTRY AWARD FINALISTS & WINNERS

MEMBER UPDATES | HUMAN RESOURCES | OH&S | LEGAL | TRADE DIRECTORY

CONTENTS 3

SSAA BOARD OF DIRECTORS

Chairman – Michael Alafaci Storage King Group, New South Wales Aaron Alsweiler Safe Store Self Storage, New Zealand Ned Coten City West Storage, Victoria

Brent Hayes Store and More Self Storage, Victoria

Sam Kennard Kennards Self Storage, New South Wales Anthony Regis Regis Built, Victoria

Elizabeth Rutland Monash Self Storage, Victoria

Thomas Whalan Rent a Space, New South Wales

Adrian Wylde All-Bay Mini Storage, Queensland

LIFETIME MEMBERS Mark Bateman David Blackwell 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

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Priscilla Lee Member Relations

Georgia Dogger (maternity leave) Marketing/Member Relations

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 with us online!

11

26

REGULARS

20 AUTOMATION AND THE HUMAN TOUCH

4 CHAIRMAN’S REPORT 6 CEO’S REPORT 36 OH&S: Enhancing safety

through technology and automation

37 HR: Part of your digital portfolio

38 LEGAL HELP DESK: The off button

40 TRADE DIRECTORY 42 NEW MEMBERS 8 11 12

STORERCHECK Check, please

EMBRACING AUTOMATION Enhancing self storage facilities with smart locks

AI IN SELF STORAGE The next frontier

14 TECHNOLOGY AND AUTOMATION

The balancing act

SSAA AWARDS FOR EXCELLENCE

22 FINALISTS BEST FACILITY EXPANSION OR UPGRADE 26 WINNER BEST FACILITY EXPANSION OR UPGRADE 28 STORAPP GOES GLOBAL Unlocking the future

30 GC24 SSAA CONVENTION 2024 33 SELF STORAGE SEO A 5-step guide

34 ACCOUNTING

Maximise tax savings

35 NEW SERVICE MEMBERS

30

Getting started

16 UK INDUSTRY REPORT

UK Self Storage Industry Report Summary

18 ENHANCING CUSTOMER EXPERIENCE Enhancing customer experience through automation

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au

Designed by: Keely Goodall / E: keely@itsallgood.net.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.

JULY 2024 INSIDER 137

4 CHAIRMAN'S REPORT

Michael Alafaci Chairman SSAA

A

s we embark on State of the Industry 2024, our research that explores the self storage landscape across Australasia, it’ll be interesting to see how the current economic environment is shaping our industry. Tracking the underlying demand drivers of the sector is important – it helps us understand the current state and what might impact the industry in the short term, but it also affords us the opportunity to consider the future of the industry. We’ll get a little preview into these insights at the biennial SSAA Ski Summit in Queenstown this July, before we launch the research in full at GC24 this November.

For those heading to Queenstown, get ready to leave feeling both empowered and relaxed.

With an amazing line-up of speakers, I’m looking forward to being inspired by their experiences, learning from industry experts and connecting with colleagues new and old – all while enjoying the

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If this is one of your first conferences, we’re excited to welcome you to self storage and connect you with industry peers and suppliers.

This edition is particularly future-focused, as we explore the technology and automation opportunities ahead for self storage. It’s exciting to see our industry and in particular, our service members, continuously adapting and improving to meet the changing expectations of our customers. Their passion and dedication is evident throughout this edition, from the new advancements in tech to the high calibre of our finalists and award winners.

As we enter a new financial year, those who are navigating the current economic landscape effectively and embracing the rapidly evolving (and rewarding) industry are sure to be set for success. l

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6 CEO’S DINK REPORT

Makala Ffrench Castelli CEO SSAA

“

We’re hard at work on our next digital platform that will map and measure the industry for the benefit of members and can’t wait to share more later in the year.

If you are considering selling, please contact for a confidential discussion.

REDCLIFFE, BRISBANE Established business and property

REDCLIFFE SELF STORAGE 52 High Street, Kippa-Ring, QLD

 355 UNITS OVER 3,533* SQM NET LETTABLE AREA  FULL OCCUPANCY  3 STREET FRONTAGES  LAND: 3,795* SQM *APPROX.

FOR FURTHER INFORMATION

T

he pace of change continues to accelerate when it comes to technology, automation and innovation in self storage. This edition we highlight our industry’s digital prowess and the dynamic shift toward embracing technology. One thing remains clear – customer experience not only remains top priority, but continues to be the primary driver of change.

If you’re not a digital native, some of these technologies and advancements in artificial intelligence (AI) might seem out of reach. That’s why we’ve partnered with Academy Xi to deliver training for members on the fundamentals of AI, data visualisation and cybersecurity. These webinars and workshops will start with the basics and provide practical take-aways, tools and tips for members keen to explore AI for their business, and in their personal lives too. Keep an eye on STOReFLASH and the Member Portal for more details.

Our annual tech and automation edition also provides a great opportunity to remind members of the importance and utility of your industryowned digital platforms. It’s been pleasing to see the growth of both StorerCheck and StorageFinder – you can read more on page 8. We’re hard at work on our next digital platform that will map and measure the industry for the benefit of members and can’t wait to share more later in the year.

GC24 is sure to bring these technologies and insights to life. From 12 – 14 November at the JW Marriott in Surfers Paradise, we’ll be exploring the latest trends shaping our sector, with a focus on innovation, integration and elevation of self storage. Head online to secure your early bird offer for the self storage event of the year.

We look forward to seeing you there! l

MATT WALSH 0411 880 054

matt@highwayfrontage.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

INSIDER 137 JULY 2024

www.selfstorage.org.au

industry is using StorerCheck. The more members that use StorerCheck, the greater the of the platform and the benefits to industry.

8 STORERCHECK

StorerCheck Searches

StorerCheck Searches Searches 18000

The StorerCheck platform has become indispensable to industry at a time when demand for storage remains high, against a backdrop of cost-of-living pressures and economic challenges. Operators need to be discerning about the storers they grant access to their facilities and the service that StorerCheck provides is more important than ever.

Since its rebuild in 2022, a growing number of self storage facilities have signed up to get checking with StorerCheck. Here we share some key stats from the platform to showcase how industry is using StorerCheck. The more members that use StorerCheck, the greater the utility of the platform and benefits to the industry. l Visit www.storercheck.com.au today to learn more, get set up and get checking.

INSIDER 137 JULY 2024

10000 8000 6000 4000 2000 M ay -2 3 Ju n23

Ju l -2 3 Au g23 Se p23 O ct -2 3 No v23 De c23 Ja n24 Fe b24 M ar -2 4 Ap r-2 4 M ay -2 4

0

StorerCheck Reported Incidents

StorerCheck Reported Incidents Incidents

120 100 80 60 40 20

Ju l -2 3 Au g23 Se p23 O ct -2 3 No v23 De c23 Ja n24 Fe b24 M ar -2 4 Ap r-2 4 M ay -2 4

0

Incidents 120 StorerCheck Reported Incidents by Type (May 23 – May 24)

StorerCheck features

100

l Intuitive, personalised dashboard Abusive Storer

80 Search, add and modify listings with ease l

Activity which attracted police attention 60 Integrate l your self storage management software

l 40 Receive notifications for potentially problematic storers Other

l Automatic upload for defaulting storers 20

Troublesome non-payer l Access industry trends and insights 0

Disappeared or dumped

Ju l -2 3 Au g23 Se p23 O ct -2 3 No v23 De c23 Ja n24 Fe b24 M ar -2 4 Ap r-2 4 M ay -2 4

“

Join the growing number of facilities using StorerCheck to make informed choices.

The more members that use StorerCheck, the greater the utility of the platform and benefits to the industry.

12000

M ay -2 3 Ju n23

E

stablished over a decade ago, StorerCheck was developed to help members better understand their potential customers and make informed choices about the storers they welcome to their facilities.

The aim of StorerCheck is to help storage facilities know who they’re dealing with before they enter into a Storage Agreement, by collecting information on storers who have defaulted on agreements, abandoned goods, stored dangerous or illegal goods, or acted inappropriately.

14000

M ay -2 3 Ju n23

Check, please

16000

StorerCheck Non payer Reported Incidents by by Type (May – May StorerCheck Reported Incidents Type (May 2323 – May 24) 24) Chronic late payer Abusive Storer

Activity which attracted police attention

0

50

100

150

200

250

300

Other

Pull out box: Troublesome non-payer StorerCheck Features personalised dashboard • Intuitive, Disappeared or dumped • Search, add and modify listings with ease payer self storage management software • Integrate yourNon notifications • ReceiveChronic late payer for potentially problematic storers • Automatic upload for defaulting storers 0 50 100 150 200 250 300 • Access industry trends and insights

350

400

Pull out box: Visit www.storercheck.com.au today to learn more, get set up and get checking.

StorerCheck Features www.selfstorage.org.au • Intuitive, personalised dashboard • Search, add and modify listings with ease • Integrate your self storage management software

350

8 OCTOBER

FACILITY TOUR

Visit 3 different self storage stores around Stockholm, including a fully automated store. Or visit an external storage store with the Universal Storage Containers team.

DINE IN THE SHADOW OF A WARSHIP!

WELCOME DINNER The Conference Welcome Dinner will be held at the Vasa Museum, in the exhibition hall of the 17th Century Vasa Warship.

9 & 10 OCTOBER

A BALLAD OF INSPiRATiONAL SPEAKERS KEYNOTE

DAViD ROWAN FOUNDiNG EDiTOR-iN-CHiEF OF WIRED

CELEBRiTY SERViCE INTERACTiVE

GEOFF RAMM

VETERANS PANELLIST

MiCHAEL FOGELBERG

OMG MARKETiNG

PiONEERiNG FORCE iN SELF STORAGE

30 YEARS OF SELF STORAGE EXPERiENCE

USiNG AI FOR SELF STORAGE PRiCiNG

ANNE BALLARD

AHMET KUYUMCU

THE FUTURE OF SELLiNG iN SELF STORAGE

THE ECONOMY

UNiVERSAL STORAGE GROUP

PRORISE

CHRiSTEL LAND

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DEBUNKiNG SELF STORAGE MYTHS

EUROPEAN INDUSTRY REPORT LAUNCH

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The One Solution For Unit Security

Introducing PTI’s cutting-edge ProEdge Bluetooth smart latch. Launching Q3 2024.

The ProEdge Smart Latch simplifies door security for both operators and tenants with its next-generation Bluetooth technology that provides keyless access, automated rental possibilities, and overlocking functionality. This one latch is all that is needed to accommodate left and right-hand doors and is designed for both flat and corrugated doors. Tenants just need to swipe left on the app to unlock the latch. ● BLUETOOTH CONNECTIVITY Tenant access controlled through a next generation Bluetooth connection via the StorID mobile app. ● TAMPER RESISTANT BREAKAWAY TAB A breakaway tab, with onboard accelerometer, mitigates forced entry efforts and notifies both tenant and owner in real-time.

● STORLOGIX CLOUD INTEGRATION StorLogix Cloud connectivity through a robust mesh network provides operators with information on tenant access and overlocking capabilities. ● 3-YEAR BATTERY PERFORMANCE A single lithium manganese dioxide battery performs up to three years. A “wake” function extends the battery life so the unit is not always “listening.”

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EMBRACING AUTOMATION 11

Enhancing self storage facilities with smart locks: Embracing automation for security and convenience

S

elf storage facilities have long relied on traditional padlocks to secure units, but as technology evolves, so do customer expectations. Just as we’ve transitioned from flip phones to smartphones, the self storage industry is witnessing a shift towards smart locks. In this article, we’ll explore the top five reasons why self storage facilities should embrace smart locks and automation.

Customer convenience

consumers crave 1 Today’s convenience, and smart

locks offer precisely that. With the ability to rent and access units using their mobile devices, tenants enjoy a seamless and contactless experience. Features like one-touch entry streamline the rental process, make it easier and more efficient for customers to move in and out of units.

Enhanced security

padlocks may 2 Traditional leave facilities vulnerable

to break-ins, but smart locks offer advanced security features. With real-time access activity monitoring and motion sensors, facility owners can detect and respond to unauthorised access attempts promptly. Customisable access settings further bolster security, ensuring that tenants only access permitted areas within the facility.

Digital key sharing

physical keys 3 Managing can be cumbersome and

unsecure. Smart locks revolutionise key sharing by enabling tenants to share digital keys with ease.

Whether it’s granting access to family members or service providers, digital key sharing simplifies the process while providing visibility and control for both tenants and site administrators. www.selfstorage.org.au

Streamlined operations

eliminates 4 Automation manual tasks, allowing site

managers to streamline operations efficiently. Tasks such as lock checks, overlocks, and unit releases can now be performed remotely through mobile apps or online portals. This level of automation saves time and resources, enabling managers to focus on delivering exceptional service to customers.

Increased revenue

the initial investment 5 While in smart locks may be

higher than traditional padlocks, the long-term benefits justify the cost. Smart locks not only enhance security and convenience but also have the potential to generate higher rental rates. Additionally, facilities can implement technology fees to create an additional revenue stream, further maximising profitability.

“

Just as we’ve transitioned from flip phones to smartphones, the self storage industry is witnessing a shift towards smart locks.

Converting to Bluetooth electronic smart locks is a game-changer for self storage facilities. By leveraging automation and advanced security features, facilities can provide a superior customer experience while optimising operations for efficiency and profitability. It’s time to embrace the future of self storage with smart locks that prioritise security, convenience, and revenue growth. l With thanks to Janus International Australia for this contribution. janusintl.au

JULY 2024 INSIDER 137

12 AI IN SELF STORAGE

THE NEXT FRONTIER: AI IN SELF STORAGE

Exploring the new era of smarter, more efficient operations

I

n an industry traditionally defined by physical space and logistical efficiency, innovation in artificial intelligence (AI) and its integration into operations is emerging as the next frontier. Self storage operators are starting to venture into the vast landscape of AI, discovering ways to optimise operations, improve security, and enhance the customer experience. The news has been abuzz with rapid advances in AI, but before the bots take over, let’s explore some of the basics.

What is AI?

Artificial Intelligence (AI) is a branch of computer science dedicated to creating systems capable of performing tasks that typically require human intelligence. These tasks include problem-solving, recognising patterns, understanding natural language and making decisions.

At its core, AI involves the development of algorithms and models that allow machines to learn from data, adapt to new inputs, and improve over time. AI systems can range from simple rule-based engines to advanced neural networks that mimic the structure and function of the human brain.

The roots of AI date back to the mid-20th century, with pioneers like Alan Turing and John McCarthy proposing the idea of machines that could think and reason like humans.

Over time, advancements in computational power and the explosion of big data has seen AI accelerate from theoretical concepts to practical applications. AI is already embedded in everyday technologies, from virtual assistants like Siri to Netflix recommendations. In the self storage industry, AI’s ability to analyse vast amounts of data and generate actionable insights is driving innovations that enhance operational efficiency, improve customer service, and increase profitability.

What’s the difference between automation and AI? While AI and automation aim to increase efficiency and reduce human efforts, they serve different roles.

Automation refers to using technology to perform repetitive, predefined tasks without human intervention.

Examples include automated billing systems, online reservation/move-in platforms and smart access control systems. These systems offer convenience and operational efficiency by streamlining routine processes.

INSIDER 137 JULY 2024

AI goes a step further by incorporating learning and decision-making capabilities. Unlike automation, which follows set rules and protocols, AI systems can analyse data, recognise patterns, and make recommendations or informed decisions. For example, AI-driven tools can optimise pricing online or enhance security through real-time threat detection.

By continuously learning from data, AI can adapt to changing conditions and improve over time, providing deeper insights and more sophisticated solutions than traditional automation. In essence, while automation handles the ‘how’ of tasks being performed, AI can address the ‘why’ and ‘what’s next,’ enabling self storage operators to operate more intelligently and efficiently, especially at scale.

Now that we know a little more about what AI is (and what it isn’t), let’s explore the potential of AI in self storage.

AI applications for self storage

MARKETING Personalisation

In a competitive digital marketing landscape, generic ads can fall short of capturing attention. AI can analyse customer demographics, search trends and preferences, crafting highly relevant advertising copy and call-to-actions that resonate with your audience. AI tools can also help personalise customer communications, improving their experience and helping to foster brand loyalty.

AI-powered Chat Bots

AI-driven chatbots can serve as friendly, tireless team members, responding to real-time customer enquiries and questions. Suppose a prospective customer enquires about unit sizes on your website outside business hours. In that case, your AI assistant can provide detailed information, conduct virtual tours showcasing available options, and even guide them through the initial reservation or online move-in process—all without human intervention.

www.selfstorage.org.au

OPERATIONS Dynamic Pricing

Dynamic pricing tools driven by AI can analyse enormous amounts of data, including market trends, competitor pricing and historical performance. With AI-driven algorithms and integrated software, self storage operators can dynamically adjust prices in real time based on demand fluctuations, seasonal trends and other relevant factors. For example, during peak moving times or in times of high demand/high occupancy, an AI-driven tool can automatically raise prices to maximise revenue while offering discounts during slower periods to incentivise bookings. It’s not a set-and-forget system, but it certainly provides efficiencies for operators of all sizes, particularly for those working at scale.

Smart Access

Smart access technology in self storage has been in play for some years. With the adoption of Bluetoothenabled and AI-powered systems, customers can enjoy seamless entry into the facility and gain access to their unit using their smartphone without having to fumble for keys or remember an access code.

It eliminates some of the traditional hassles of self storage and improves security. Keep an eye out for monitoring, detection and enhanced security improvements.

As AI continues to push the boundaries of innovation in self storage, what’s clear is that we’re merely scratching the surface of its potential. It’s not essential to embrace every AI tool across all aspects of your facility, but it is time to start thinking about smarter operations. From personalised marketing to remote management, in time, it’s likely that AI will transform many aspects of self storage experience. Taking the time to learn more about AI now will deliver benefits to your business (and perhaps improve your productivity, too). Embracing AI-driven technologies will be essential for staying ahead of the curve, optimising operations and delivering a great customer experience. AI will propel the industry into a future where efficiency and intelligence redefine success. l

Keen to learn more about AI?

The SSAA has partnered with Academy Xi to develop a series of AI workshops for self storage operators. As one of Australia’s leading digital talent companies, Academy Xi teaches high-demand tech & data science, innovation and design skills. Six modules are set to be released across the remainder of 2024, covering AI fundamentals, practical skills, cyber safety and data visualisation. Stay tuned to STOReFLASH for dates, and head to the Member Portal to learn more.

AIM QUICK BUILD CONTAINERS: when every bit of space counts Aim Quick Build Containers are the most versatile, quality solution for self-storage, warehousing or extra storage anywhere.

The containers come flat packed and can be assembled anywhere. Unlike shipping containers, Aim Quick Build Containers can be delivered to the back of a site, to an underground warehouse or assembled in a tight location. They can be joined, stacked, dismantled and relocated to suit your space requirements and changing needs.

Made with hot-dipped galvanised steel, Aim Quick Build Containers promise long-lasting quality. They come standard with oriented strand board floors, crane lifting lugs and forklift skids for easy movement.

They also come with a rain gutter system to prevent water pooling on the roof, and with a key locking system with a separate T-Bar for a security padlock.

For more information or a quote, call Aim Hire on 03 9720 4455 email jdillon@aimhire.com.au or visit www.aimsitesolutions.com.au

Aim Quick Build Containers come in a range of sizes including 1x2m; 2x2m; 2x3m and 2x4m.

Visit our website to download the exact dimensions.

14 TECHNOLOGY AND AUTOMATION

GETTING STARTED WITH TECHNOLOGY & AUTOMATION How TAXIBOX went from small steps to big results

A

visitor with a background in e-commerce once told me I have the best tech job in the country, and I agree with them. At TAXIBOX, technology isn't just a tool; it's our cornerstone for innovation and efficiency.

Over time, we've learnt valuable lessons on leveraging automation and AI to improve our customer experience and drive business growth while staying lean.

These days we look a little bit like a technology business. We sell self storage software around the world, have in-house software engineers, UX and digital marketing staff. What got us started though was a willingness to try new things, and regular team members rolling up their sleeves and giving it a go.

Here are some of the lessons we’ve picked up over the journey.

Start small, think big

If you’re anything like us, you’re probably excited to transform your business, get more from your people, serve your customers better, and achieve global domination.

Don’t design your secret volcano lair just yet; it takes time to learn how to build a technology project, and longer to know when you should buy something off the shelf instead.

Instead, look for simple repetitive tasks in your business and automate them. Perhaps there’s a form email you receive that gets input into another application, or something that could be just a little more streamlined than it already is.

Work on that low-hanging fruit first, then get more ambitious as you learn. These smaller projects often improve life for your team and will help with buy-in when you start to swing big later.

Keep projects focused

Scope creep is the uncontrolled growth in the requirements of a project after it begins, and it’s a killer

“

Start off working on smaller projects with the understanding that bigger things are to come if all goes well. Learn how to coordinate work and get good results together before tackling the big stuff if possible.

INSIDER 137 JULY 2024

of technology projects. You can avoid this trap and break up an ambitious idea and working in stages.

Take the smallest possible version of your idea and build just that – this is your proof of concept. Once you have it live and working, go back and do another stage of work.

Each time you work on the project, have a clearly defined set of features and stick to it.

A prominent game developer once tweeted his philosophy “cutting is shipping”. He’d spent 12 years developing a game, partly due to scope creep, and his company went bust two months later. I think about that tweet almost every day.

Collaborate to innovate

You probably don’t have all the skills you need to build your cool idea. Depending on your budget look for freelancers, agencies with industry experience, or other contacts who can cover the skills you’re missing.

Start off working on smaller projects with the understanding that bigger things are to come if all goes well. Learn how to coordinate work and get good results together before tackling the big stuff if possible.

We still collaborate regularly with industry partners even though we have a tech team. It lets us focus our efforts but it’s also just inspiring to work with talented partners who are building cool stuff in the industry. Long term relationships pay off in the long run.

Experiment and embrace mistakes

Not every idea comes off the way you might hope, but every project is a learning experience. Don’t be afraid to try new things, make sure you clearly define what success looks like, and know how to measure it. Keep the sunk cost fallacy in mind, and don’t let a valuable mistake become an expensive one.

Practical ideas for small operators

Hopefully after reading this issue you can think of some small tasks that you might like to automate. Here’s some resources that might be helpful today: l Buy before you build It’s usually easier to buy a solution to your problem that already exists. If it’s close but not quite there, is there a way to adapt it to your needs? You’ll save time and heartache if you take this approach. You can always tackle replacing it with a perfect solution later on. l Use low-code automation platforms like Zapier or Microsoft Power Automate. These platforms are great at connecting different software platforms together, automating things like data entry, and they’re relatively straightforward to use. www.selfstorage.org.au

“

At TAXIBOX, technology isn’t just a tool; it’s our cornerstone for innovation and efficiency. Over time, we’ve learnt valuable lessons on leveraging automation and AI to improve our customer experience and drive business growth while staying lean.”

— Leigh Ridgway, CTO at TAXIBOX

l Use generative AI like ChatGPT as an efficiency tool.

Don’t expect it to do your work for you, but you could get a lot of value like this: • Describe a visual idea and get it to generate a mock-up of what you want. You can refine your idea in the tool and give your mock-up to a designer/ agency to help better explain your vision.

• I wrote this article the old-fashioned way, but I used ChatGPT to turn my initial dot points into an outline, and again to help quickly edit down to size.

• At TAXIBOX we ran an experiment where we hooked up ChatGPT to our online chat and let it talk to customers. We learned a lot from the process, and we’ll likely explore this further in the future. l Get your team involved! Your team have great ideas and input, and it’s valuable. Getting a team member who will use the finished product involved will help produce something that works the way you hope

For all your printing needs • Standard Storage Agreements

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Free delivery for SSAA members anywhere in Australia

it does. At TAXIBOX we run an annual brainstorming contest where the team suggest big and small ideas.

We give out a prize for the best ideas, and we typically select around 10 things to work on over the next 12 months. The team send us ideas all year round, but it’s important to us that we have a process for innovation.

Last thoughts

At TAXIBOX technology isn’t just a tool – it’s part of our secret sauce. By starting small, staying focused, collaborating effectively, and embracing experimentation, we’ve built a scalable business that our customers love.

Regardless of where you are in your tech journey, I hope these reflections have been useful to you, and we look forward to seeing the cool stuff you make in the future! l With thanks to Leigh Ridgway, CTO at TAXIBOX for this contribution. taxibox.com.au

Member Since 1999

112 Wollongong Street, Fyshwick ACT 2609 PO Box 115 Fyshwick ACT 2609 t 02 6299 4500 e printing@homesteadpress.com.au www.homesteadpress.com.au

storage industry has undergone

16 UK INDUSTRY REPORT From completing contracts online, sustainability initiatives, the modern

UK SELF STORAGE INDUSTRY REPORT SUMMARY What more change is in store for the industry and what should operators be doing to future proof their stores? to impact the sector.

T

he 2023 UK self storage annual report has been released, and it’s no surprise that, between the relentless housing crisis and economic downturn, storage units are being reinvented and marketed as more than just storage. While the economy continues to battle overcrowding and record rent rises, the report highlights the burgeoning self P. 18the growth of which storage industry, is significantly attributed to the volatile housing market.

Over the past three years, British towns and cities have witnessed the opening of more than 100 storage pidly increasing rents (as280 more facilities, with at least stores planned between now and ousehold sizes) are putting 2026 – a more than 10% increase. size of dwellings, meaning This contributes to a sector that £1 billion in annual aller unitsnow is generates more common. revenue. These facilities are evolving ctors – moving home more to meet changing demands, g into smaller dwellings are hot providing communal – areas, desking, and creative studios. lf storage demand.

Q FT

GE N 2023

60M SQ FT SELF STORAGE IN

POPULATION

THEPopulation UK IN(ONS) 2023 INSIDER 137 JULY 2024

produced by Cushman & Wakefield

“

Unsurprisingly, the sector has This is continued to increase in size over the seventeenth the last year, experiencing a 8.1% rise in self storage space in the year the Self Storage UK, taking the total floor space to Association UK has 60M square feet, triple the amount available in 2005. surveyed its members Marketing to younger audiences in producing an annual has seen an uptick in growth in industry report. this customer category. These units house anything from drums to woodwork, books to furniture, and become the extension of the home their businesses. Industry experts as rental floor space continues to anticipate the announcement of decrease and time spent at the significant deals this year, spanning facilities increases. Despite the push regional markets and the core to attract younger customers, most London market. self storage users remain between Despite recent challenges such F factors arelevels and a 50 and 70 years oldLooking and often ahead, these as declining inquiry start from a need toexpected store inherited rise in the cost broadly of living, the industry m to continue along furniture and possessions after a continues to exhibit steady growth, p similar trajectories through to 2040. family bereavement. and looking ahead, standsThe to benefit Philip Macauley, Head of Selfof births significantly fromto advancements c number is expected decrease Storage at Cushman & Wakefield, in technology and AI, particularly o over the next five years before starting said: “It’s still a middle-aged in enhancing security measures, to increase modestly, whileefficiencies the number customer, but [operators] are trying operational and the to drive it to millennials.

It’s the movement of goods according to of deaths are projected to gradually A age-old London problem. Flats are the research. l increase as the population ages. th getting smaller, and with interest rate inflation, you can’t afford a two-bed, Visit ssauk.com to read the full report. a you have to get a one-bed, and ra The 20-74 year old population (those the flip side of that is [renting] self im most relevant to the self storage market) storage.”

His report predicted “more lifestyle w is expected to increase at a diminishing customers … long-term residential to annual rate customers who genuinely use theirthrough to a peak in 2038, self storage unit as when their room away to it begins to subside marginally. from home, storing different items at different periods of their life”.

Throughout 2024, the UK Self Storage sector is projected to The industry surpassed maintain its status as one of the the billion mark with most desirable operational real TURNOVER an annual turnover of estate asset classes. It remainsHOUSING an UNAFFORDABILITY attractive investment opportunity for prominent investors, with PERCENTAGE operators committed to expanding Housing Unaffordability

ANNUAL TURNOVER

1.08B

£

12

2.5 £1.08B

POINTS IN 202

www.selfstorage.org.au

1.08B 95% 2.5

invest in sustainability sinesses, although the sting in sustainability (66%) %). This could be as more mpleted their sustainability he drop was largely in the o be more energy saving. operators are pulling back until the market improves.

£

members, the SSA UK lt that adding sustainability siness increased its value.

98%

2.5

TURNOVER

OCCUPANCY RATES PERCENTAGE

CHURN RATE

An81% increase in the UP FROM LASTindustry YEAR churn rate to

Interest in mixed use development is increasing, with 34% considering mixed use development, up from 29% last year. However, the number of actual mixed use developments has only improved marginally,

CONSIDERATION OF MIXED USE

There hasIN been a slight POINTS 2023

98 % 2.5 £26.23

decrease in occupancy rates, down by OCCUPANCY OF

OF CUSTO MATURE STORES AT from 81% the OF SAA UK MEMBERS previous year ARE NOT H FELT THAT ADDING PERCENTAGE UP FROM 81% WITH THE percentage SUSTAINABILITY CONVERSION RATE POINTS IN 2023 PER SQ FT, LAST YEAR points in 2023 OF STORES DID SELF STOR IMPROVEMENTS TO INCREASED TO NOT HAVE A SOLUTION THEIR BUSINESS STAFF MEMBER SQ 14 % FT OF SELF INCREASED ITS VALUE

60M

Such developments can open up opportunities on high profile sites that may not sustain self storage alone. However, they are also much more complex, often come with planning challenges and require an

ATING

4%

E OR ITH ERGY S

S

Y

80

INCREASED TO OCCUPANCY OF RENTAL RETURNS TURNOVER SQ FT OF SELF MATURE STORES AT The average rental 50

30

98%

%

OF STORES DID NOT HAVE A OF CUSTOMERS STAFF MEMBER PERMANENTLY ARE NOT HAPPY

SPACE PER CAPITA 59 %

STORAGE SPACE PERCreturn 67 % 80% E % % 60% Storage has seen N space per head of T WITH THEIR AGE a 14% PERCENTAGE UP FROM 81% P O modest increase to I the population has risen to UP FROM 81% NTS IN PERCENTAGE SELF STORAGE PER SQ FT, 2 023 IN 2023POINTS IN 2023 UMARKET PF LAST YEAR POINTS LAST YEAR ROM 81 SOLUTION OF POPUL % OCCUPANCY OF L A 21 % 14% S HAS INCRE T EXPANSION OF CUSTOMERS YE AR up from 0.82 sq ft but per SQ FT MATURE STORES AT

1.08B£26.23 1.08B

TURNOVER

£ £

G

PERMANENTLY

OG Y IN THE NEXT 2 YEARS

CONVERSION RATE

70

60

OF NDER

S

24 % 60M

BUSINESSES IMPLEMENTING NEW TECHNOL

90

40

G H

82.5% 4% I AM CONSIDERING IT FOR A FUTURE DEVELOPMENT/EXPANSION

2 .

5 £26.23 2.5 2.5 98 9248 STORAGE SPACE 34%

I WILL BE USING IT IN A FUTURE DEVELOPMENT/ EXPANSION

NO INTEREST IN MIXED USE

INTENTION TO INTRODUCE SUSTAINABILITY IMPROVEMENTS

ANGES

98%4%

82.5%

4% % 82.5 10 0

2020

2021

2022

2023

0.89 SQ FT

Like many other industries, self storage is being impacted by an unprecedented period of technological change. Innovations in terms of automation, access control, artificial intelligence, security and data management are all changing the way stores are operated and customers interact with self storage businesses. Pricing strategies are becoming more complex and data driven. It is somewhat surprising that more companies are not investing in new technologies.

There has been an ARE NOT HAPPY OF STORES lacks behind WITH THEIR countries such ARE INTERNAL INCREASE SELF STORAGE asARE Australia AND 16% IN STORAGE increase in storage space P. 41 SOLUTION and US OFthe CUSTOMERS

up by 1%

8.1%

SPACE IN

4%

CONTAINER available over the year

OF CUSTOMERS TO INTERESTED BASED PREFER THE YEAR PREFER TO INTERESTED OF CUSTOMERS CONTACT THEIR IN MIXED-USE OF CUSTOMERS CONTACT THEIR IN MIXED-USE OCCUPANCY OF ARE RESIDENTIAL STORE

BY PHONE DEVELOPMENT ARE RESIDENTIAL STORE BY PHONE OF CUSTOMERS DEVELOPMENT OF POPULATION MATURE STORES AT

26.23

£

20

26.23

PER SQ FT,

82.5%

4%

CONVERSION ARE NOT HAPPY WITH THEIR RATE OCCUPANCY OF

0.89

SQ FT UP 0.82 SQ F

OPERATIONAL DATA

HAS INCREASED TO

4 % 24%

0.89 13%

SELF TheSTORES conversion rateSTORAGE OF SOLUTION MATURE STORES for new customers AT ARE INTERNAL has increased to AND 16% ARE OF POPULATION CONTAINER OF CUS TO HAS INCREASED TOMERS BASED

OF CUSTOMERS OC C U INCREASE ARE NOT HAPPY STORAGE PANCY O of stores did F M INA STORAGE WITH THEIR TYPES TURE ST not have O RES AT Currently SELF STORAGE SQ FT UP FROM a staff SPACE INP. 6 PER SQ FT, SOLUTION 0.82 SQ FT THE YEAR member ARE NOF CUSTOMERS OF STORES O T permanently H OF CUSTOMERS OF CUSTOMERS TRAVEL LESS A PPY CONVERSION RATE of storage solutions are OF STORE ARE INTERNAL THINK SELF CONTACTED THE WITH T THAN 15 MINUTES on site H E INCREASED TO I internal, with the remaining R NOT HAVE STORAGE IS FIRST STORE TO THEIR SELF AND 16% ARE SELFOFSPOPULATION OF CUSTOMERS STORAGE UNIT 16% being container-based T O STAFF ME SQ FT OF SELF HAS INCREASED CONTAINER SQ FT FROMRAGETO OF CUSTOMERS TRAVEL LESS OF CUSTOMERS SOUP L U PERMANE STORAGE SPACE T OF STORES CONTACTED THE THANSQ 15 MINUTES THINK SELF BASED 0.82 FT ION INCREASE FIRST STORE ARE INTERNAL TO THEIR SELF STORAGE IS RATE AND 16% ARE CONVERSION IN STORAGE TECHNOLOGICAL MIXED-USE OF STORES DID STORAGE UNIT RATE INCREASED CONTAINER SQ FTSTORES UP FROM SPACE CONVERSION ININTEGRATION TO OF DIDNOT HAVE A DELVELOPMENTS BASED 0.82 SQ FT THE YEAR TO STAFF MEMBER SQINCREASED FT OF SELF OF POPULATION NOT HAVE AFUTURE HAS INCREASED TO PERMANENTLY STORAGE SPACE INVESTMENTS STAFF MEMBER

£

82.5% 84%

60M

25%

24%

of businesses are now actively using AI, INCREASE indicating a IN STORAGE significant SPACE shift IN towards THEdigitalisation YEAR

82.5% 60M 0.89

0.89 24%

24%

5%

increase in OF STORES operators IMPROVEMENTS interested in ARE INTERNAL OF BUSINESSES mixed-use INCREASED ARE ACTIVELY AND 16% ARE USING AI development

44%

0.89

PERMANENTLY

CONTAINER OF POP UL ATIO BASED N H

OF OPERATORS

of operators are planning ARE PLANNING MORE INVESTMENT more investment in new IN NEW SITES sites, with a 5% increase SQ FT UP FROM in interest for mixed-use 0.82 SQ FT developments

OF STO AS INCR RE EASED T A R E I NT S O OF CUSTO E R NAL IMPROVEMENTS OF OPERATORS PREFER T AND 1www.selfstorage.org.au INTERESTED JULY 2024 INSIDER 137 6% OFA BUSINESSES ARE PLANNING R P. 7 OF CUSTOMERS CONTACT E IN MIXED-USE CONTAI ARE ACTIVELY INCREASED MORE INVESTMENT ARE RESIDENTIAL STORE BY NER DEVELOPMENT

0.89

18 ENHANCING CUSTOMER EXPERIENCE

Enhancing customer experience

THROUGH AUTOMATION

I

n today’s digital world, businesses are increasingly seeking ways to enhance customer experience through automation. It’s important to note that while automation should reduce administration time and costs, as well as increase productivity, it should never take away from a great customer experience.

In recent years, the Storman team have collaborated with our customers, the SSAA and other stakeholders to design and deliver features and functionality that focus on customer experience. From contract management to digital sign-ups and deep payment integrations, leveraging advanced technology can revolutionise interactions with customers, ensuring a seamless, efficient, and personalised experience whilst still meeting the business’s legal requirements. Exploring these features reveals the multifaceted benefits of automating customer communications.

Streamlining processes and reducing errors

One of the primary advantages of automation in customer communications is the significant streamlining of processes. As an example, the traditional methods of managing customer contracts involved manual data entry, extensive paperwork, which led to the very real potential for human error. These inefficiencies not only slow down operations but can also lead to costly mistakes. Automation, on the other hand, ensures that contracts are generated quickly and accurately, reducing the likelihood of errors, and ensuring that all necessary details are included. By digitising contract management, businesses can automate the creation, renewal, and management of storage agreements, ensuring that every contract is precise, compliant, and up to date with industry standards.

INSIDER 137 JULY 2024

Enhancing consistency and timeliness

Consistency is crucial in maintaining professional and reliable customer communications. Automated systems ensure that every customer receives the same high-quality service, regardless of the volume of contracts, invoices and emails being processed. This consistency extends to the timing of communications as well. Automated reminders for contract renewals, payment deadlines, invoicing and other critical updates ensure that customers are always informed and that no important dates are missed. By automating these aspects, businesses can maintain a consistent and timely communication flow, fostering customer trust and reliability.

Personalising customer interactions

Despite the standardised nature of automated communications, personalisation remains a key component. Advanced automation tools can tailor communications to individual customers based on their preferences, personal details, history, and specific needs. Storman Cloud also allows for on-the-fly editing, which enables further personalisation and makes customers feel valued and understood, enhancing their overall experience. For instance, automated systems can customise contract terms, payment plans, and communication channels to suit each customer, thereby increasing satisfaction and loyalty.

Integrating seamlessly into digital workflows

Another significant benefit of automation is its ability to integrate seamlessly into existing digital workflows.

Modern businesses often rely on a suite of digital tools, programs and platforms to manage various aspects of www.selfstorage.org.au

their operations. Storman Cloud’s contract management feature is designed to work harmoniously within these ecosystems, ensuring that data flows smoothly between systems. This integration minimises the need for manual data entry and reduces the risk of information silos, enabling a more cohesive and efficient operation.

Enhancing security and compliance

Automated contract management also enhances security and compliance. With stringent data protection regulations and industry standards to adhere to, automated systems ensure that sensitive information is handled securely and that all legal requirements are met. Ensuring your software includes robust security protocols and compliance measures so that customer data is protected, stored in the relevant country and that contracts are managed in accordance with relevant laws and regulations is critical.

The role of digital sign-ups in enhancing customer experience

In addition to contract management, digital sign-ups significantly enhance the customer experience while reducing administrative burdens. Storman’s easy to use Digital Sign Up feature is a prime example of how a more streamlined process and less barriers to entry can greatly improve customer satisfaction.

Convenience and accessibility

Online Move-Ins allow customers to sign up for storage units at their convenience, without needing to visit the facility in person. This is especially beneficial for customers who have busy schedules or are storing / moving across state lines and therefore live far from the storage location. This ability to complete the sign-up process online at any time of the day or night adds a layer of convenience that traditional methods cannot match.

Reducing administrative time

Digital sign-ups drastically reduce the amount of time staff need to spend on administrative tasks. The entire process, from initial inquiry to payment collection and gate credential assignment, can be automated. This allows staff to focus on more critical aspects of their roles, such as customer service and facility management.

Enhancing security and compliance

By requiring customers to upload identification documents and use e-signatures, Storman’s Online Move-Ins enhance security and ensure compliance with legal and industry standards. The system can be configured to require multiple forms of ID, combined with proof of address, and staff can easily verify signatures against the uploaded documents. This enhances security and builds customer trust in the facility’s commitment to protecting their personal information and goods while in storage. www.selfstorage.org.au

“

Modern businesses often rely on a suite of digital tools, programs and platforms to manage various aspects of their operations. The significant benefit of automation is its ability to integrate seamlessly into existing digital workflows.

Flexibility and customisation

Using online move-ins provides multiple sign-up options to cater to different business models and customer preferences. Customers can sign up from home, in-store using a tablet, or directly through the facility’s website.

This flexibility ensures that businesses can choose the method that best suits their operational needs and customer base.

The automation advantage

Automation has the potential to significantly enhance customer communications by streamlining processes, reducing errors, ensuring consistency and timeliness, and personalising interactions. By integrating seamlessly into digital workflows, supporting the consistency of processes amongst staff and enhancing security and compliance, automation will set the new standard for self storage operations. Businesses that adopt such advanced technologies will be well-positioned to improve their customer relations, boost efficiency, and stay ahead in the competitive market. The future of customer experience lies in intelligent automation, and Storman Cloud is leading the way. l With thanks to Storman for this contribution. storman.com

JULY 2024 INSIDER 137

20 AUTOMATION AND THE HUMAN TOUCH

Louise Stokes, Swift Storage.

THE BALANCING ACT

O

Automation and human touch

ne thing that stands out in the USA, from retail stores to restaurants – is the emphasis on exceptional customer service. It’s a cultural hallmark that permeates every facet of daily life, creating memorable interactions and leaving customers feeling valued and appreciated.

At the recent Inside Self-Storage World Expo and Convention I attended in Las Vegas, this emphasis on customer service and sales was palpable. Attendees from across the globe admired how Americans approach customer

INSIDER 137 JULY 2024

interactions with dedication, warmth, and a keen understanding of the customer’s needs.

Similarly, American restaurants are renowned in the hospitality industry for their exceptional service.

Waitstaff engage with customers on a personal level, anticipating their preferences and making dining experiences memorable beyond just the cuisine.

These everyday interactions reflect a deeper commitment to customer-centric values, where every interaction is an opportunity to exceed expectations and leave a lasting impression. It’s this culture of care and attention that sets

American businesses apart and resonates deeply with customers.

In the self storage industry, where automation is rapidly reshaping operations, this emphasis on the human touch is a beacon of inspiration. While technology streamlines processes, the human element adds a personal touch, empathy, and understanding to customer interactions.

Amidst technological advancements, the essence of excellent customer care remains paramount. Across industries, the ability to engage with customers on a personal level, anticipate their needs, and provide tailored www.selfstorage.org.au

Sweepers, Scrubbers and Cleaning

SWEEPERS, FLOOR SCRUBBERS AND CLEANING MACHINES

“

In the self storage industry, where automation is rapidly reshaping operations, emphasis on the human touch is a beacon of inspiration. solutions defines exceptional service. It’s about going beyond the transactional aspect and building meaningful relationships that foster loyalty and trust.

As we navigate the evolving landscape of self storage, the importance of excellent customer care cannot be overstated. Whether it’s a quick phone call to address concerns or a personalised response to an email, every interaction is an opportunity to create a positive experience and leave a lasting impression.

By prioritising high-touch customer care, self storage businesses can differentiate themselves, build a loyal customer base, and set new standards of excellence in the industry. After all, behind every successful business is a satisfied customer whose needs were not just met but exceeded with care and attention.

Investing in ongoing training and development for customer care agents is key to maintaining high standards of service. Equipping agents with the skills to handle various customer scenarios, multitask effectively, and show genuine compassion ensures that every interaction is meaningful and impactful. www.selfstorage.org.au

Leveraging technology effectively is crucial. It’s not about adopting technology for its own sake but about using it to enhance the customer experience and create a more efficient workforce. By implementing advanced customer management, booking, and communication systems, self storage businesses can streamline operations and free up their staff to focus on what they do best – acquiring new customers and providing exceptional care.

This balanced approach allows businesses to meet customer needs more promptly and efficiently, ultimately driving satisfaction and loyalty.

Innovation in customer-centric design is also crucial. Self storage facilities that prioritise customer convenience, accessibility, and security create a seamless experience that resonates with customers. From easy online booking and payment systems to well-designed storage units that meet diverse needs, these innovations enhance the overall customer experience and drive satisfaction.

The self storage industry must continue to prioritise excellent customer care, combining automation-driven efficiency with a human touch to create memorable experiences for customers. By embracing these values and innovations, businesses can thrive in a competitive market while building lasting relationships with their customers.

This ethos is embedded in the DNA of Swift Storage. As a startup backed by decades of self storage experience from our founders, we operate on a centrally managed model. Technology serves as an enabler, allowing us to deliver our products and services in a manner that meets our customers’ evolving expectations. l With thanks to Louise Stokes, Head of Digital at Swift Storage for this contribution. swiftstorage.com.au

SUPPLYING & SERVICING AUSTRALIA SINCE 1991 RCM Brava 800 Walk Behind Vacuum Sweeper

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We supply, service, and support Australia wide with offices and agents all over Australia.

info@sweepersaustralia.com.au

1800 358 770

www.sweepersaustralia.com.au MEMBERS OF THE SSAA FOR 20 YEARS

JULY 2024 INSIDER 137

22 AWARDS FOR EXCELLENCE

Best Facility Expansion or Upgrade Sponsored by Highway Frontage

FINALIST

Self Storage Gisborne, New Zealand

S

elf Storage Gisborne, a family-owned business with a strong community ethos, has continually demonstrated excellence and resilience in the storage industry since its inception in 2008. Now, its latest expansion project stands as a beacon of its commitment to meeting customer needs, embracing technology, and fostering community relationships.

INSIDER 137 JULY 2024

The journey began in 2020 with the purchase of a 1-hectare site, setting the stage for a strategic development plan. Fast forward to 2023, and the site has undergone a remarkable transformation, displaying innovation and adaptability in response to increasing customer demand.

Stage 1 of the expansion, completed by March 2022, saw the construction of 60 units, which were quickly snapped up by tenants, reaching an impressive 94% occupancy by September 2022. Buoyed by this success, plans for Stage 2 were set in motion, focusing on creating a modern, accessible facility to meet evolving customer needs.

The expansion, designed and constructed by Storco, adopted a traditional ranch style while incorporating cutting-edge technology and automation.

From remote reservations and sign-ups facilitated by Storman Cloud to CCTV surveillance and automated gate systems, the facility offers customers convenience, security, and peace of mind.

Despite encountering delays due to adverse weather conditions and shipping constraints, the project was completed within budget, showcasing meticulous planning and execution. The seamless integration of the new building with existing infrastructure ensured minimal disruption to ongoing operations, underscoring the team’s commitment to customer satisfaction.

Key to the expansion’s success was the meticulous attention to detail in unit mix and design. Recognising the demand for smaller units, the facility now offers a diverse range of sizes, catering to varying storage needs.

Additionally, introducing loyalty incentives and referral programs reflects a customer-centric approach to fostering long-term relationships.

Self Storage Gisborne’s expansion exemplifies excellence in the storage industry, blending innovation, customer-centricity, and community engagement. As finalists for the SSAA Best Expansion or Upgrade Award in the Awards for Excellence 2023, the facility’s growth is a testament to its resilience foresight and adaptability. l www.selfstorage.org.au

DINK 23

Building Self Storage for over 20 years

regisbuilt.com.au

Æ Storage Unit Construction

Æ Permits

Æ Architectural Design

Æ Turn Key Solutions

Æ Engineering

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Æ Warehouse Construction

1300 388 224

info@regisbuilt.com.au

24 AWARDS FOR EXCELLENCE

Best Facility Expansion or Upgrade Sponsored by Highway Frontage

FINALIST

Storage King Bassendean, Western Australia

I

n 2020, Storage King’s acquisition of a mid-range storage facility in Bassendean marked the beginning of an ambitious journey towards excellence. However, it was immediately evident that significant upgrades were necessary to meet expected standards.

The facility required a comprehensive refurbishment, including office redesign, toilet facility installation, and an automated gate and entry system.

The project commenced on 1 November 2021 and concluded on 17 February 2023. Before the expansion, the facility comprised 439 units, 18 outdoor spaces, and 4250 square metres of net lettable space. Upon completion there is 443 units, 13 outdoor spaces, and 4560 square metres of netlettable space.

The primary motivation behind this expansive project was the need to modernise and enhance accessibility. Installing an automated gate system revolutionised entry protocol, allowing tenants to access 24 hours a day, significantly expanding the previously limited access hours.

Third-party architects and designers were enlisted for the refurbishment, while appointed contractors executed the redevelopment. The initial timeline of 18 months

INSIDER 137 JULY 2024

and a budget were adhered to, with key milestones met efficiently. Despite weather-related challenges during painting, all tasks were completed within the set timeframe.

During construction, minimising disruption to existing customers was a priority. Regular communication, a temporary office, and toilet facilities ensured minimal disturbance. The contractors’ effective communication further facilitated informing tenants about ongoing works, mitigating potential inconveniences.

The incorporation of technology and automation played a pivotal role in the expansion. Installing automatic gate systems, driveway barriers, and traffic controls enhanced security and convenience. CCTV surveillance was also implemented throughout the site, bolstering safety measures.

Regarding unit mix and features, the expansion primarily focused on creating additional USC units, with space allocated for future expansions. The pricing per square metre increased to reflect the added value and enhanced facilities.

A sustainable occupancy level of 95% was achieved within 18 months, supported by a robust tenant retention strategy and consistent demand. Marketing efforts emphasised local community engagement, strong online presence, and interactive website functionalities.

While minimal discounts were offered initially, steady rate increases and strategic promotions incentivised customer retention and new acquisitions. The dedication and hard work of the staff contributed significantly to the facility’s success, resulting in increased merchandise sales and industry recognition.

Storage King Bassendean was a worthy finalist for Best Facility Upgrade of Expansion. The facility’s transformation exemplifies how strategic investment can yield remarkable outcomes, culminating in customers’ safe, secure, and superior storage experience. l www.selfstorage.org.au

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 Fully Compliant with AS 1418 Parts 1 & 8, AS 5246 Part 1, Classification A6, and all WHS regulations

Before

After

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.

36 Edward St, Camden NSW Australia 1300 793 793 southwell.com.au

26 AWARDS FOR EXCELLENCE

Best Facility Expansion or Upgrade Sponsored by Highway Frontage

WINNER

U-Store-It Para Hills West Facility, South Australia

W

inning the SSAA Best Expansion or Upgrade Award is a testament to U-Store-It’s tireless dedication to enhancing the storage experience for its customers and its unwavering pursuit of excellence within the industry.

In the realm of self storage, where convenience meets security, U-Store-It emerges as a trailblazer, committed to redefining the storage experience. Recognised with the prestigious SSAA Best Expansion or Upgrade Award for Excellence 2023, U-Store-It’s expansion project epitomises foresight, ambition, and an dedication to its valued customers.

The decision to embark on this transformative journey was not solely driven by the need to increase storage capacity but rather by a desire to revolutionise the essence of self storage. With occupancy levels consistently soaring to an impressive 90%, it became evident that the time was right to expand horizons and infuse cutting-edge technology into every aspect of the storage process.

INSIDER 137 JULY 2024

The inception of this ambitious project traces back to May 9, 2022, when U-Store-It embarked on the monumental task of transforming its existing single-story warehouse into a sleek, multi-story edifice. Spearheaded by the visionary architects at Alex Brown and brought to fruition through the expert craftsmanship of Partek Constructions, the expansion resulted in a concrete tilt-up structure that embodies modernity and embraces the future of self storage.

Challenges inevitably arose along the way, as they often do in endeavours of such magnitude. Early-stage rainfall threatened to dampen progress, yet U-StoreIt’s proactive approach and meticulous planning ensured minimal disruption to existing customers and adherence to the ambitious nine-month timeline and budget. The decision to adopt a staged construction approach proved instrumental in maintaining continuous service, with existing customers scarcely affected by the expansion efforts.

A steadfast commitment to technological innovation lies at the heart of U-Store-It’s expansion. The integration

www.selfstorage.org.au

of state-of-the-art systems, including the revolutionary Nokē Vault access system, modern Schindler lifts, sensorlit corridors, and high-definition camera surveillance, is a testament to U-Store-It’s unwavering dedication to user convenience, safety, and cutting-edge technological advancements.

However, U-Store-It’s commitment to excellence extends far beyond the realm of technology.

The expansion also heralded the introduction of temperature-controlled concrete construction and state-of-the-art security features, elevating the storage experience to new heights. With security being paramount, U-Store-It’s comprehensive high-definition camera systems, coupled with advanced motion sensors and the innovative Nokē access technology, provide customers with peace of mind and protection for their belongings.

Amidst the expansion and technological advancements, U-Store-It remained steadfast in its pricing philosophy, eschewing deep discounts to offer competitive rates and maintain the highest customer service standards. The dedication and expertise of the U-Store-It team were instrumental in bringing this visionary project to fruition, with their invaluable contributions shaping everything from the aesthetic appeal of the units to the seamless integration of innovative technology.

Post-expansion, U-Store-It’s marketing approach remained as dynamic as ever, leveraging digital channels and community engagement initiatives to reach potential customers. Furthermore, the facility’s sustainable occupancy levels are well within reach.

U-Store-It’s expansion project shows a dedication to growth, innovation, and customer satisfaction. Through thoughtful design, cutting-edge technology, and an unwavering commitment to excellence, U-Store-It continues to shape the future of self storage. l www.selfstorage.org.au

If it matters to them, it matters to you... and us!

We understand self storage and we’ve been working with SSAA members for two decades.

Our advice protects you and your business Contact us today to find out how.

T: 03 8602 9200 hunthunt.com.au

JULY 2024 INSIDER 137

28 STORAPP GOES GLOBAL

UNLOCKING THE FUTURE OF SELF STORAGE:

lessons from StorApp’s global revolution

M

any of the biggest changes in the self storage industry recently have been in customer expectations, especially when it comes to engaging with businesses digitally. StorApp has helped the industry to meet these changing expectations, enabling customers to interact digitally on a day-to-day basis.

StorApp was designed to deliver for the customer, streamline operational processes, and enhance facility efficiency. It elevates the level of service provided to customers digitally, ensuring a seamless and easy-to-understand self storage customer journey from move-in to move-out.

With its rapidly expanding user base of over 70,000 self storage customers worldwide, the adoption of StorApp across the industry has provided a great opportunity to

INSIDER 137 JULY 2024

learn about the impact of adopting this type of new technology into a well established business model.

What we have learned from StorApp’s adoption For facility staff: Automation has

been the biggest win for Facility Staff globally. The key features of StorApp (gate access, taking payments, showing maps to find a unit etc) automate tasks that have traditionally been the least interesting part of the job for facility staff. Removing these tasks for them has given them the opportunity to work on other tasks that add value to customers or even focus more on sales to get more customers moving into their facility.

Overall, it makes their role more interesting and less repetitive.

For facility owners: Owners have commented that making their customer journey less reliant on the physical presence of staff has

been a huge win for their business.

It lessens the burden of covering leave, especially unplanned leave and lowers the impact of losing staff and having to replace them quickly.

Knowing that customers will still have a great experience accessing the facility even without onsite staff gives them more options to redeploy their team to other value add activity or, in some cases, move to an unmanned operating model.

For customers: The ability to

access facilities, manage accounts, and communicate with facility staff through a single app has set a new standard for customer experience in the self storage industry and the customer feedback has been glowing.

Customers have appreciated the enhanced security of having codes in the app locked behind their phone’s in-built security. Having direct access to their invoices and www.selfstorage.org.au

payments has meant they can manage their account when they want to whether you are open or not.

There has also been specific positive feedback about how easy it makes the move-in process where they can book online and move straight in without the hassle of going to the office for ID validation, getting codes and finding their unit, because that is all done in their app.

International experience

Demand for tech-driven solutions in self storage is not unique to the Australasian environment. Exhibiting at the SSA Fall Show and the ISS Expo in the US as well as the SSA show in the UK in recent months has reinforced the interest and demand for digital solutions that enhance the customer experience. There are now self storage businesses across fourcontinents using this technology with great success.

In the UK, Squab Storage is a well-established, family-run self storage operator with six self storage facilities in England. The adoption of StorApp in their business has been transformative, driven predominantly by seamless integration with their website booking system and Sitelink. According to Alex Henney, CEO of Squab Storage UK, the combined functionality of these tools helps to create a compelling value proposition for self storage

“

The widespread adoption of StorApp across the self storage industry globally has provided some interesting insights into the role technology plays in transforming traditional business models and customer interactions. operators. This integration has streamlined their customer journey, from initial inquiry to everyday operations, through to move out.

Having an app that’s branded ‘Squab Storage’ reinforces their marketing efforts and helps to create brand loyalty in a competitive market.

Data drives improvement

In the same way operators collect data and insights about their customers, developers collect data and insights about users and online behaviours. We continue to capture user engagement with the app, which helps us determine the next features or improvements.

Insurance. Uncomplicated.

As a full-service brokerage, we can provide you with a full review of your storage facility, meet with you face to face, simplify the insurance jargon, and manage your claims.

1300 306 571 midlandinsurance.com.au

This was pivotal in the UX redesign from the initial StorApp design to the one you now know today and continues to drive the roadmap for development.

The StorApp journey has shown the potential of combining the capabilities of different technology solutions to deliver customer value. The team at R6 Digital continue to learn from this journey and will remain committed to sharing these learnings with the industry. l With thanks to Michael Dogger, CEO of R6 Digital for this contribution. r6digital.com.au

12–14

SSAA Convention 2024 Join us in sparkling Surfers Paradise for the self storage event of the year! Enjoy engaging workshops, enlightening keynotes and exciting networking events all set against the backdrop of the Gold Coast’s iconic beaches.

Whether you’re a seasoned industry member or a newcomer looking to make connections, there’s something for everyone!

We explore the latest trends shaping our unique sector across Australasia, with opportunities to network high on this years’ sunny agenda.

Take advantage of the Early Bird offer – ending 31st of August To learn more and explore the program visit www.selfstorage.org.au/convention24 Platinum Sponsors

Silver Sponsors

Major Partners

Gold Sponsor

Principal Partner

STORCAD DESIGNED Facility of the Year 2023 StorageX

FROM CONCEPT TO COMPLETION

✔ Architectural Design & Construction Drawings ✔ 3D Building Scans ✔ Council Approval Coordination ✔ Storage Partitioning Fit-out

www.storcad.com.au INSIDER 137 MAY 2024

www.selfstorage.org.au

OPTIMISING SEO 33

A 5-step guide to self storage SEO

G

etting customers to rent outyour units is crucial to your success as a self storage operator, and Search Engine Optimisation (SEO) is an important tool for achieving this. Self storage SEO is like a roadmap that guides potential customers to your business location when they search online. It’s all about making your website more noticeable to people searching for storage options.

How to do self storage SEO in five steps

Without the jargon, here are the five basic steps to doing self storage SEO: l Complete keyword research. l Optimise for local SEO. l Create compelling content. l Improve your technical SEO. l Track and report performance.

If you’re a visual learner, feel free to scan this QR code and watch a video to learn more!

Step 1. Complete keyword research

1 Keyword research is the

foundation of self storage SEO. It entails researching what words or phrases people type into Google when looking for self storage. Tools like Ahrefs and Google Search Console (GSC) are your best friends here. However, we recommend GSC for local keywords.

TIP: While Ahrefs can show you popular search terms like “self storage Sydney,” Google Search Console can help you find low competition keywords, which Ahrefs says no one searches for, - helping you get a competitive edge.

This works because Ahrefs shows an estimate of keyword searches, whereas Google Search Console shows the real data - helping you find hidden gems your target customers search for. www.selfstorage.org.au

“

It’s all about making your website more noticeable to people searching for storage options.

Step 2. Optimise

local SEO. 2 for As a self storage business,

the majority of your customers will come from your local area, hence the importance of showing up in local search results. For the record, nearly half of all Google searches are for local services. By setting up your Google My Business listing and getting your business mentioned on local websites (known as local citations), you can rank higher in local search results.

You should also print off a QR code that takes people to your “Google My Business review link” to make it easy to collect reviews and boost your rankings.

Step 3. Create compelling content.

3 Content is like a beacon

that attracts people to your website.

Engaging blog posts, FAQs, and helpful articles can draw in about 55% more visitors. Businesses with a blog also get a lot more page attention from Google — blogs offer more information that drives customers to your website. Check out this guide on how to create localfriendly content for helpful strategies.

Step 4. Improve

your technical SEO. 4 This is about ensuring

your website is in tip-top shape under the hood. Just as a car needs a good engine to run smoothly, your website must load quickly and be easy for Google to understand. This involves improving your site’s speed (which you can check with tools like GTmetrix) and ensuring the structure of your site makes sense to search engines.

Step 5. Track and report performance.

5 Lastly, you need the right

tools to steer your SEO campaign.

Google Analytics is one such tool.

It helps you interpret your website data and offers useful insights for improvements. With this tool, you can track who visits your site, how they got there, and what they did so you can adjust your strategy for the best results.

Summary

Remember, SEO isn’t a one-time task; it’s an ongoing journey. By following these steps, using the right tools, and keeping content fresh and relevant, your self storage business can climb up the ranks in search results and become a go-to option for those needing storage space. l With thanks to Henry Purchase from Storeganise for this contribution. storeganise.com

JULY 2024 INSIDER 137

34 ACCOUNTING

Ewen Fletcher

E

Maximise tax savings: Seven strategies for self storage businesses

nsuring optimal tax management for your self storage business is essential for maximising savings and profitability. These strategies can be implemented throughout the year, so make a start now and don't leave it until the last few days of June.

To help keep more money in your pocket, here are seven essential strategies to consider.

Bad debts

writing off 1 Consider outstanding customer

accounts that are unlikely to be collected. For example, when customers have exited or their storage units contain worthless goods after lock removal. Treating these amounts as bad debts prevents you from paying taxes on money you may never recover.

Instant asset write-off

there areas in your 2 Are facility where additional

mechanical equipment, such as a motorised sweeper, could streamline operations for your employees? Or perhaps you’ve been eyeing opportunities for market expansion, with the acquisition of a forklift, for example?

At the time of writing, businesses can immediately claim tax deductions on eligible depreciating assets, both new and used, valued under $30,000 up until 30 July 2024.

Prepayment of expenses

your tax deductions 3 Boost and reduce your tax liability

by prepaying expenses such as rent for leasehold facilities, payments to key suppliers, advertising, or subscriptions before the end of any financial year. This strategy typically allows prepayment of up to 12 months of expenses and applies only to business entities with under $10 million turnover.

INSIDER 137 JULY 2024

“

To help keep more money in your pocket, here are seven essential strategies to consider.

Repairs & maintenance

your self storage 4 Assess facility for any repairs or

maintenance that may be needed.

Addressing these issues before the end of any financial year can qualify you for valuable tax deductions from broken items to faded directional signs. Ensure trades are scheduled to complete the necessary work or invoice you before the deadline.

Superannuation

5 contributions Consider contributing to

your superannuation based on your wealth planning and life stage. The annual tax-deductible contribution limit for the 2025 EOFY is $30,000 (2024FY was $27,500), encompassing contributions from wages (SGC), salary sacrifice, and personal tax-deductible contributions.

Since 1 July 2018, individuals with total superannuation balances under $500,000 have been eligible for carry-forward or catch-up contributions. We regularly see new

clients with unused tax-deductible superannuation contribution limits, often exceeding $100,000, which could result in substantial tax savings, particularly for those at the top marginal tax rate.

Stage three tax cuts

the decrease in tax 6 With payable from 1 July 2024,

reviewing your related party wages and dividends paid is appropriate to ensure they are optimised for tax deductibility.

Restructuring

year, it’s crucial to 7 Every assess whether your self

storage business operates under the most beneficial structure for tax minimisation, asset protection, and succession planning. Businesses evolve, and so should their operational frameworks. l With thanks to Ewen Fletcher of Sharp Accounting for this contribution. sharpaccounting.com.au

Disclaimer: The above information is factual and may not consider your personal objectives, situation, or needs.

Consult a qualified Accountant or Financial Planner before acting. Sharp Accounting Pty Ltd is not responsible for actions taken based on this advice.

www.selfstorage.org.au

NEW SERVICE MEMBERS 35

SSAA New Service Members What is Storesync?

A self storage management platform that has been developed alongside Australian industry experts, offering a robust and scalable feature set.

What sets Storesync apart

Attract and retain customers: secVision Networks offers tailored security solutions for self storage facilities, enabling full automation of unmanned sites. Our Sydney-based, Australian-owned company specialises in electronic security solutions nationwide, including the secCloud Managed Security System and secWatch Virtual Guard Services.

The secCloud solution integrates seamlessly with Storman Cloud self storage software, providing access control, intruder detection, and building automation for your site. Storman Cloud automatically sends the storage unit and customer details to secCloud.

“

The combination of online booking with automated access control allows full visibility and control of who is entering the facility,” says Jason O’Sullivan, Director at Mid Murray Storage.

Customers can access their units effortlessly: l PIN code entry grants access at the front gate. l Lighting integration illuminates the path to their unit. l Alarms on hired units disarm automatically. l Lift access is enabled if available. l Exiting triggers light deactivation and unit re-alarming via PIN code l Convenient access suspension for customers in arrears, easily reinstated upon payment.

These self storage clients attest to the reliability of secVision Networks: l NSW – Tankar Self Storage, Rhodes Self Storage, Esrom Street Storage l SA - Mid Murray Storage, Northern Self Storage l VIC – Paddys Self Storage l QLD - All Locked Up Childers, Stockade Storage l TAS – Camdale Storage Units Opt for a fully automated storage facility to save on staff costs and provide customers with peace of mind. l Visit the website to learn more and contact the team: www.secvision.com.au www.selfstorage.org.au

Enhance operations and customer service with our dedicated CRM, and maximise revenue through customised unit packages that cater to various budgets and needs.

Everyday functionality:

Streamline rentals and payments with integrated booking systems, automated billing, and a userfriendly customer portal. Integrated with major industry systems, Storesync simplifies compliance and routine operations.

Optimise with ease:

Leverage detailed analytics and dynamic reports for strategic insights and growth. Adapt billing to customer needs and manage your business on-the-go with our mobile-compatible platform. l

Storesync are offering an exclusive opportunity for SSAA members to get the first month of Storesync free! Contact: sales@storesync.co to find out more. Offer valid until 30/09/2024.

Terms and conditions apply.

JULY 2024 INSIDER 137

36 OH&S

Revolutionising Enhancing safety through safety technology and automation

By Tim Callinan.

I

n Australia’s self storage industry, ensuring the health and safety of employees and customers is paramount. With advancements in technology and automation, self storage operators and owners have a unique opportunity to improve safety standards significantly.

This article explores how these innovations can enhance health and safety performance while adhering to the relevant health and safety legislation.

Reducing manual handling through automation

Manual handling is one of the primary causes of workplace injuries.

Automation can play a crucial role in mitigating these risks. Automated storage and retrieval systems (AS/ RS) and robotic solutions can handle heavy lifting and repetitive tasks, significantly reducing the physical strain on employees. Self storage facilities enhance efficiency and create a safer working environment by automating these processes.

For instance, conveyor systems can transport items within the facility, minimising the need for employees to lift and carry heavy loads. These automated solutions protect workers from potential injuries and improve operational efficiency, leading to a win-win situation for employees and business owners.

Enhancing security for lone workers

Security is a critical concern in self storage facilities, particularly for lone workers who may be at greater risk.

Advanced security technologies can provide a robust solution to this challenge. Implementing surveillance systems with real-time monitoring and alarm capabilities ensures that suspicious activities are promptly detected and addressed.

Moreover, personal safety devices like panic buttons and GPS trackers can be issued to lone workers,

INSIDER 137 JULY 2024

providing them an immediate means to call for help if needed. These measures protect employees and create a sense of security, fostering a positive work environment.

Leveraging data for informed decisions

Data collection and analysis can drive informed business decisions and enhance safety performance.

Self-storage facilities can leverage data from various sources, such as access control systems, surveillance cameras, and environmental sensors, to identify potential safety hazards and areas for improvement.

For example, analysing data on customer visits and peak hours can help optimise staffing levels, ensuring that sufficient personnel are available during busy times. Additionally, monitoring environmental conditions, such as temperature and humidity, can prevent damage to stored items and reduce the risk of accidents caused by unsuitable storage conditions.

Implementing safety software

Safety software like “Safety Champion” offers a comprehensive solution for managing workplace health and safety. These platforms enable self storage operators to conduct risk assessments, track incidents, and implement corrective actions efficiently. Such software ensures compliance with Australian safety legislation and promotes a proactive approach to managing workplace safety.

Tim is an experienced Health and Safety Practitioner, OHS and Environmental systems Auditor and Tertiary Qualified Engineer.

He has held operational and consulting roles, being responsible for Health and Safety and developed, implemented, and maintained OHS and Environmental Management Systems for global organisations in the manufacturing, construction, and logistics industries.

that self storage facilities comply with safety regulations and adopt best practices to protect their workforce.

Conclusion

Incorporating technology and automation into self storage operations offers substantial health and safety performance benefits.

By reducing manual handling, enhancing security for lone workers, leveraging data for informed decisions, implementing safety software, and consulting experts, self storage operators and owners in Australia can create a safer and more efficient working environment.

Embracing these innovations adheres to the relevant health and safety legislation and fosters a culture of safety and well-being within the industry. l

Consulting experts for improved safety performance Engaging with experts from Action OHS Consulting can provide valuable insights and tailored solutions to enhance safety performance. These professionals can assess current practices, identify potential risks, and recommend strategies for improvement. Their expertise ensures

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

HR 37

Cath Nicholson, Chief Communications Officer, HR Central.

HR as part of your digital portfolio

By Cath Nicholson.

A

s an employer, you are required to adhere to HR legislation, which includes compliance documents, processes, and good record-keeping.

One of the best ways is to introduce an HRIS (Human Resource Information System), which ensures all your employee records are stored in one central location and can be accessed and viewed in minutes. Permissions can be granted to management at various levels, such as Senior Management for complete access or Line Managers for onboarding new team members, leave approvals and performance reviews. Individual employees can have their own logins to manage their responsibilities.

An HRIS has functionality that can automate the onboarding of new employees (creating and sending contracts, collecting bank details, super details and tax file numbers). Both Employer and Employee can access and use various templates and workflows during the entire employment cycle.

This functionality cuts down on manual forms, clears office space otherwise congested with paper files, and ensures fast access to employee docs, templates, and data, when needed.

An HRIS can be an amazing tool for managing performance.

www.selfstorage.org.au

“

Introduce an HRIS (Human Resource Information System), which will ensure all your employee records are stored in one central location and can be accessed and viewed in minutes.

It can house conversations, correspondence, performance appraisals and action plans agreed upon by both employer and employee to monitor tasks, duties, and behaviours. Performance management, supported by policy agreements and contractual agreements, helps support the business owner/manager should disciplinary action be required, as well as analyse an individual’s progress and delivery of outcomes in the role, planning for promotion or salary increases.

HRIS Systems can also link to payroll. The beauty of this is that leave can be pushed to payroll apps, and payslips and leave balances can be pushed back into the HRIS for easy access by employees. Managers can see who is on leave at any given time and leave available prior to approval.

Qualifications and certifications can be uploaded when completed.

Renewal notifications can be set so that an employee and manager are notified to ensure that no one is working outside any current qualification.

Digitalised HR systems generally eliminate human error through

electronic data entry that can predict when forms are not completed correctly or workflows are not followed. Management can pull data with a couple of keystrokes for quick reporting on leave, hours worked, performance, recruitment, and termination data.

The younger demographic are now expecting apps to use to execute their work tasks, which includes submitting leave, agreeing to policies, submitting any training, and updating their certifications where required. The availability of an app provides an improved employee experience, providing autonomy, and cutting down on time to get jobs done. In addition, if you have agreements in place for your employees to work remotely, then you can be assured that tasks can still be adhered to because logins to systems can be used on any device or location.

Do you have an older workforce?

Choose a simple system that doesn’t have overly complicated functionality. The key here is to log the essential information for compliance. Training sessions should be held for those employees reluctant to move to a paperless system and done so with respect and at a speed that ensures understanding. l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

JULY 2024 INSIDER 137

38 LEGAL HELP DESK

The off button

When after-hours employee contact becomes unreasonable.

By Luke Mackay- Associate Lawyer in Commercial Litigation

I

n a significant move towards improving employee work-life balance, Australia’s new “right to disconnect” laws are aimed at addressing unreasonable workrelated communications outside work hours.This article delves into the details and its potential impact on self storage providers.

The laws grant employees the right to ignore work-related communications from their employers or third parties outside their working hours unless the refusal is unreasonable. The milliondollar question is: what exactly is considered unreasonable in this context?

The new laws

On 26 February 2024, the Fair Work Amendment (Closing Loopholes No. 2) Bill 2023 (Cth) received royal assent in the Australian Parliament.

It added two new rights (the “right to disconnect”) into the Fair Work Act 2009 (Cth) (“FWA”). For small employers with fewer than 15 employees, the right to disconnect comes into effect in 18 months (26 August 2025). For others, six months (on 26 August 2024).

The right to disconnect will also override any conflicting provisions in modern awards and enterprise agreements. It should be noted that the two rights are, in fact, rights according to the FWA and may be caught by the general protections provisions if employers take adverse action should an employee exercise them.

The scope of the laws provides employees with two distinct FWA rights:1 l “An employee may refuse to monitor, read or respond to contact, or attempted contact, from an employer outside of the employee’s working hours unless the refusal is unreasonable.” l “An employee may refuse to monitor, read or respond to contact, or attempted contact,

INSIDER 137 JULY 2024

from a third party if the contact or attempted contact relates to their work and is outside of the employee’s working hours unless the refusal is unreasonable.”

These new laws do not prohibit employers from contacting their employees outside of hours.

Like much of employment law, the circumstances and context of the conduct are key. An employee’s refusal will be unreasonable if the contact is required pursuant to a Federal, State or Territory law. Otherwise, employers are to consider whether an employee’s refusal is unreasonable and must take into account the following factors: l the reason for the contact or attempted contact; l how the contact or attempted contact is made, and the level of disruption the contact or attempted contact causes the employee; l the extent to which the employee is compensated: l to remain available to perform work during the period in which the contact or attempted contact is made or l for working additional hours outside of the employee’s ordinary hours of work; l the nature of the employee’s role and the employee’s level of responsibility; l the employee’s personal circumstances (including family or caring responsibilities).

This list is not exhaustive, and ‘there’s no doubt that further factors will become apparent as the law comes into effect.

Disputes

Where there is a dispute on whether a refusal to after-hours contact was reasonable, it’s expected for the first attempts at resolution to occur within the workplace through consultation, negotiation, or mediation. If unresolved, either

Luke Mackay.

party can apply to the Fair Work Commission, which has the power to make “stop orders” to prevent unreasonable refusals by employees or disciplinary actions by employers.

The laws don’t go so far as to award compensation for breaches; however, they may not need to.

An early indication

There has been some anxiety and much ink spilt on the shape these new laws will take. In an interesting transcendence of the new laws into an adjacent compensatory jurisdiction, a NSW tribunal has granted an employee ongoing compensation and ten months’ backpay, citing unreasonable outof-hours communication and the new right to disconnect. 2 The employee was a return-towork coordinator who took four days of personal leave when she was sick with rhinovirus. Her supervisor called her private mobile at least seven times and sent a number of emails to her personal email, culminating in a warning that the firm may call the police to undertake a welfare check.

The employer argued that they were concerned about her wellbeing and were trying to re-organise work if she required extended leave. This was compounded when the supervisor’s calls went unanswered, and the employee’s work email server was full and not receiving emails. The employee tried calling her boss but ended up mired in a pernicious game of ‘phone tag’.

However, the week before she took leave, she said that she was going to get a medical certificate www.selfstorage.org.au

and supplied two in the week of leave; one was on the afternoon of the first day, and the other was later that week.

Tribunal member Ms Benk found the employer’s conduct to be an excessive and a “somewhat hostile…barrage of communication” in circumstances absent of any urgency. She noted that the firm had known she was unwell, so rejected that she had gone AWOL. In addition, Ms Benk found it inappropriate to send work-related complaints to the employee’s personal email when she was already feeling “down and out”. She held that the warning that the firm may call the police was “particularly threatening” conduct for a large employer.

Whether you’re a one-tothree facility operation or a large operation, it’s not difficult to conceive of seemingly innocuous situations where a combination of particular factors and staff might produce a similar outcome.

Misunderstandings borne of poor communication issues, whether technical or otherwise, and uncertainty with staffing are challenges many providers face today.

A right to disconnect in New Zealand?

Notably, New Zealand does not have an equivalent right to disconnect.

Brooke van Velden, Minister for www.selfstorage.org.au

“

Misunderstandings borne of poor communication issues, whether technical or otherwise, and uncertainty with staffing are challenges many providers face today.

Workplace Relations and Safety, said that the Government “is not currently looking at introducing one” either.

Aotearoa has instead opted to tackle the challenge by prohibiting Zero-Hour Contracts. 3 These are contracts that require the employee to work irregular hours and use similar wording to “employees are to work whatever other hours are necessary”. These contracts are not prohibited in Australia. Whilst the Australian right to disconnect aims to address unreasonable afterhours contact, the New Zealand approach goes further by prohibiting after-hours work not included in their contract.

Self storage operations

Sometimes, you will need to contact employees outside of work hours.

While a number of providers run a 24/7 operation, unplanned and unexpected situations can develop that require employees to be

contacted after hours. For Australian providers, the reasonableness of this contact is context-specific and requires them to undertake a review of the challenges they face. New Zealand providers ought to ensure that any after-hours work required is provided for in the employee’s contract. Staff education on suitable procedures, contingencies for unplanned but not unforeseen situations, and clear policies are instrumental in preparing providers for the new laws.

The SSAA Legal Help Desk can help you evaluate these risks and give you an understanding of the potential effects of these new laws on your business. As SSAA’s legal advisors, we want to ensure your business is ready for the changes. l Endnotes

1 Fair Work Amendment (Closing Loopholes No. 2) Bill 2023 (Cth) s 333M. 2 Brennan v BWP [2024] NSWPIC 165 (4 April 2024 per Diana Benk).

3 By inserting sections 67C to 67H in the Employment Relations Act 2000 including “agreed hours of work”.

Disclaimer: The information contained in this article 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.

JULY 2024 INSIDER 137

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

T: Sales: 1300 798 860 Support: 1300 159 473 E: sales@ptistoragesecurity.com.au www.ptistoragesecurity.com.au

NOKĒ™ SMART ENTRY T: +61 7 3865 1600 E: sales@janusintl.au www.janusintl.au/noke

AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: adrian@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

Cobra Electric Fencing Matthew Golland T: +61 413 901 007 E: sales@cobraelectricfencing.com.au www.cobraelectricfencing.com.au Digital Surviellance Solutions Access Control, Fire & Security Brett Archer T: +61 3 8360 3055 E: brett@digitalss.com.au www.digitalss.com.au

Gallagher Group Limited T: +64 7 838 9800 E: sales.nz@security.gallagher.com www.security.gallagher.com

Inside Out Security Brendon Neal T: +61 7 4243 6235 E: service@insideoutsecurity.com.au www.insideoutsecurity.com.au

Integrated Control Technology Limited T: +64 800 428 111 E: sales@ict.co www.ict.co Millennium Technology Shane Goodall T: 0800 724 376 E: info@millenniumtechnology.co.nz www.miltech.co.nz OpenTech Alliance T: +44 7825 557 826 E: eusales@opentechalliance.com www.opentechalliance.com QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: info@QueAccess.com.au www.queaccess.com.au

Richmond Rolling Solutions Kristal Maio T: +61 3 9551 2233 E: sales@richmondau.com www.richmondau.com

INSIDER 137 JULY 2024

Security Distributors Australia Pty Ltd T: 1300 882 101 E: info@securitydistributors.com.au www.securitydistributors.com.au Security Vision Networks T: 1300 500 606 E: sales@secvision.com.au www.secvision.com.au/self-storage Self Storage Security Ltd David Bateman T: +64 22 493 7700 E: dave@selfstoragesecurity.nz www.selfstoragesecurity.nz

Sentinel Storage Security Jason Keane T: 1300 852 117/+61 3 9988 2035 E: sales@storagesecurity.com.au www.storagesecurity.com.au StorAxxS T: +61 7 3088 8091 E: support@storaxxs.com www.storaxxs.com

ANCILLARY SERVICES ENERGY Choice Energy Pty Ltd ATF Choice Energy Unit Trust T: 1300 304 448 E: info@choiceenergy.com.au www.choiceenergy.com.au

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

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

Rubik Sebastian Kerekes T: 1300 852 117 E: sales@storagesecurity.com.au www.rubikapp.com

PACKAGING VISY BOXES & MORE

Sonja Becke T: 13 84 79 E: vbm_vic@visy.com.au www.boxesandmore.com.au Branches across AUS and NZ

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

SIGNAGE PICHA Group Dan Willis T: 1300 086 695 E: info@pichagroup.com.au www.pichagroup.com.au

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

TELECOMMUNICATION IGD Computer Solutions Pty Ltd T/A 3SIP Services Orhan Guzel T: 1300 843 256 E: sales@igd.com.au www.3SIPServices.com.au URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

DESIGN & CONSTRUCTION JANUS INTERNATIONAL AUSTRALIA Stephen Boxall T: +61 7 3865 1600 E: sales@janusintl.au www.janusintl.au

STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: sales@storco.com.au www.storco.com.au B&D Doors Lee James T: +64 21 360 396 E: lee.james@bnd.co.nz www.bnd.co.nz

BJB Architects Pty Ltd T: +61 2 8970 5417 E: barry@bjbarchitects.com.au www.bjbarchitects.com.au

Bruac Design Michael Bruton T: +61 416 352 057 E: admin@bruacdesign.com.au www.bruacdesign.com.au Cloustruct Pty Ltd Robert Clouston T: +61 409 726 789 E: bobby@cloustruct.com.au www.cloustruct.com.au DG Building Concepts John Clarke T: +61 431 402 843 E: john@buildingconcepts.net.au www.buildingconcepts.net.au

www.selfstorage.org.au

TRADE DIRECTORY | 41 Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: sales@gliderol.com.au www.gliderol.com.au

Indecon Pty Ltd T: +61 8 6209 5432/+64 7 809 4003 E: info@indecon.com.au www.indecon.com.au RegisBuilt Goup Anthony Regis T: 1300 388 224 E: info@regisbuilt.com.au www.regisbuilt.com.au Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au

Structor Projects Pty Limited Shayne White T: +61 2 6331 5428 E: shayne@structorprojects.com.au www.structorprojects.com.au Taurean Door Systems Vikram Indugula T: +61 3 9721 8366 E: Vikram.Indugula@stramit.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

DIGITAL SERVICES Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au Digital First Robbie Cameron T: +27 216-713233 E: info@digitalfirst.co.uk www.digitalfirst.co.uk

R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

Unwired Logic Aaron Farney T: +81 034 588 4511 E: info@unwiredlogic.com www.unwiredlogic.com/en

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.business-insurance.aon. com.au/insurance-for-otherprofessionals/self-storage-insurance

AON Risk Services New Zealand Jeffery Nathan E: jeffery.nathan@aon.com T: 0800 266 276 www.aon.co.nz

StorHub Group Simon DeGaris T: +61 2 9168 3530 E: alysha.dutton@storhub.com.au www.storhub.com.au

Australian Risk Applications Pty Ltd T: +61 2 9007 2491/+61 425 377 315 E: samantha@austrisk.com www.austrisk.com

PROFESSIONAL SERVICES

Arete Risk & Insurance Solutions Joel Morrell T: +61 475 744 111 E: joel.morrell@areterisk.com.au www.areterisk.com.au

Jensten London Markets Limited trading as Basil Fry Adam Kellaway T: +44 74 1586 8590 E: adamk@basilfry.co.uk https://basilfry.co.uk

Midland Insurance Brokers Australia Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au Wallace Mclean Limited Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LIFTS & HOISTS

SOUTHWELL LIFTS & HOISTS Hamish McGregor T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au

Loadmac Pty Ltd Chris Walker T: +61 431 281 108 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: 1300 857 903 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au

Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9436 6200 E: martin@storageking.com.au www.storageking.com.au

StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au

Action OHS Consulting Pty Ltd Craig Salter T: 1300 101 647 E: craig.salter@actionohs.com.au www.actionohs.com.au Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au

Gallagher Accountants Michael Gallagher T: 1300 263 260 E: michael@gallagheraccountants.com.au www.gallagheraccountants.com.au HR Central Cath Nicholson T: 1300 717 721 E: cath.nicholson@hrcentral.com.au www.hrcentral.com.au Hunt & Hunt Lawyers Tony Raunic T: +61 3 8602 9200 E: traunic@huntvic.com.au www.hunthunt.com.au

Sharp Accounting T: +61 3 5338 7100 E: admin@sharpac.au www.sharpaccounting.com.au

Suncorp Bank Steve Hammond T: 131 155 E: steven.hammond@suncorp.com.au www.suncorp.com.au

REAL ESTATE & VALUERS CBRE Limited Peter Hamilton T: +64 9 355 3333 E: peter.hamilton@cbre.co.nz www.cbre.co.nz

CBRE Dylan Adams E: dylan.adams@cbre.com www.cbre.com.au/people-andoffices/corporate-offices/brisbane Colliers Andrew Collins T: +61 2 9017 6910 E: andrew.collins@colliers.com www.colliers.com.au/en-au

Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com

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JULY 2024 INSIDER 137

42 TRADE DIRECTORY (continued) & NEW MEMBERS Cushman and Wakefield Dominic Morley T: +61 2 8243 9999 E: dominic.morley@cushwake.com www.cushmanwakefield.com/ en/australia/services/valuationadvisory-services/self-storage Four Leaves Property Linda Sharkey T: +61 3 9070 2979 E: info@fourleaves.property www.fourleaves.property

Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au

HMW Real Estate Advisory T: +61 7 3832 6455 E: rossp@hmwrea.com.au www.hmwgroup.com.au/financialservices/real-estate-advisory

m3property Jeremy Hoffman T: +61 7 3620 7900 E: Jeremy.hoffman@m3property.com.au www.m3property.com.au Norling Consulting Pty Ltd Jon Norling T: +61 7 3236 0811 E: jon@norling.com.au www.norling.com.au

Self Storage Advisory Australia Stefan Kulas T: + 61 478 900 416 E: stefan@selfstorageadvisory.com.au www.selfstorageadvisory.com.au Urbis Valuations Pty Ltd Shane Robb T: +61 2 8233 7627 E: SRobb@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS STORMAN SOFTWARE PTY LTD T: +61 7 3319 1522

STORMAN NEW ZEALAND T: +64 9 280 3393 E: sales@storman.com www.storman.com Alyta Pty Ltd Stephanie Scoleri T: +61 3 9808 1149 E: info@alyta.com www.alyta.co

Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au

INSIDER 137 JULY 2024

Storeganise Miles Davison T: +1 416 639 0873 E: hello@storeganise.com www.storeganise.com Storesync Nick Scanlen E: sales@storesync.co www.storesync.co

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com AIM Quickbuild Jason Dillon T: +61 3 9720 4455 E: jdillon@aimhire.com.au www.aimsitesolutions.com.au Boxwell T: +1 303 317 5850 E: karah@boxwell.co www.boxwell.co

Portable Storage Box Company Al White T: 1800 264 161 E: alan@portablestoragebox.com www.portablestoragebox.com

United Rentals Australia Pty Ltd T/A Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

NEW MEMBERS AUS ADDITIONAL OVER 50

Storage King Freemans Bay 43 College Hill Road FREEMANS BAY AUCKALND 1011 E: freemansbay@storageking.co.nz T: +64 9 361 4190

Swift Storage - Yeppoon 34 Pineapple Drive HIDDEN VALLEY QLD 4703 E: hello@swiftstorage.com.au T: +61 7 3497 5072

AUS FACILITY OVER 50 Crocodile Containers Pty Ltd Lot 307 Ashover Road ARCHERFIELD QLD 4108 E: brett@crocodilecontainers.com.au T: 1800 493 900

Kwikstore 7 Grieve Road WEST GOSFORD NSW 2250 E: sales@kwikstore.com.au

Storage King Granville 1 Woodville Road GRANVILLE NSW 2142 E: granville@storageking.com.au

Sunshine Coast Caravan, Trailer Storage & Mechanical 16 Corporate Place LANDSBOROUGH QLD 4550 E: sccaravantrailerstorage2023@ outlook.com

AUS FACILITY UNDER 50 Dewar St Storage 10 Dewar Street MISSION BEACH QLD 4852 E: annazonian@gmail.com

Heathcote Storage Units 15 Pink Cliffs Road HEATHCOTE VIC 3523 E: enquiries.ckc@gmail.com

The DocShop Secure Storage Pty Ltd 61-63 Eastern Road TRARALGON VIC 3844 E: contact@thedocshop.com.au Tony Maddox Real Estate 19 Tannin Place DUMBARTON WA 6566 E: info@asktonym.com.au

AUS PROVISIONAL Ben Letton E: bjletton@gmail.com

John Ker E: john@clarevalleyselfstorage.com.au Osborne Storage 130 School Road BALLIANG EAST VIC 3340 E: osbornestorage@gmail.com Peter Letton E: lettontp@outlook.com

AUS SERVICE-SUPPLIER Self Storage Advisory Australia 27/36 Agnes Street Fortitude Valley QLD 4006 E: info@selfstorageadvisory.com.au T: +61 478 900 416

NZ FACILITY OVER 50 Pro Storage Ltd 42 Ettrick Street INVERCARGILL SOUTHLAND 9812 E: info@prostorage.co.nz T: +64 2 168 5467

Hobart Storage Units 54-56 Gormanston Road MOONAH TAS 7009 E: accounts@caccavogroup.com.au T: +61 3 6278 1510

www.selfstorage.org.au

SSAA Online Training Visit the SSAA Member Portal to access more than 30 online training modules included in your membership and set yourself up for success in self storage.

Legal – AU & NZ:

Learn how to use the agreements and set up other important processes

Occupational Health & Safety: Learn about safe

work practices in the self storage environment

Domestic & Family Violence: Learn how to

Cyber Awareness:

Managing Difficult Conversations: Learn how

Self Storage Sales:

address domestic and family violence in self storage

to navigate challenging conversations

Improve your understanding of cyber risks and resilience Learn about self storage customers and a range of sales techniques

www.selfstorage.org.au

NO BUILDING? NO WORRIES Have you got empty, under-performing land at your facility?

Introducing the Smartshed: the storage solution that goes where a building can’t.

Smartsheds are designed to turn unused space into lettable area. When easements, time, or cost prohibit constructing a full-sized storage facility, Smartsheds step in.

You can’t rent a building that doesn’t exist. But with Smartsheds you can rent without building.

Learn more and start your order: storco.com.au/smartshed