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32 WHAT’S IN A NAME? Facility vs Centre
is published and edited by: Social Ties / E: vforbes@socialties.com.au
by: Keely
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 All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’.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
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Michael Alafaci Chairman SSAA
A year of connection and innovation
Welcome to 2025! I hope you had a well-earned break over the festive season and are ready to take on the opportunities this year has in store.
At SSAA, our focus for 2025 is strengthening connections within the industry and driving research and innovation in the sector. Self storage continues to evolve, and collaboration across operators, suppliers and investors will
“
With self storage now firmly on the radar of investors and consumers alike, there’s no better time to be part of this thriving sector.
be key to staying ahead. We’ll be expanding our member events program again both online and in person, offering even more ways to network, learn, and share insights. Whether at Convention, on a local facility tour, city networking event or online via our new webinar series, there’ll be something for everyone. Keep your eyes on STOReFLASH for more details.
We’re also committed to fostering innovation in self storage. From digital transformation to operational efficiencies, we’ll be shining a spotlight on approaches that improve business performance and customer experience. Expect to see more discussions, case studies, and learning opportunities in this space throughout the year, starting with our Innovation Spotlight due for release next month.
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.
On the research front, 2025 will see the continued expansion of our research partnership with Queensland University of Technology and the Building 4.0 CRC. This foundational research work, combined with our Industry Snapshot 2025, will ensure operators and investors have the data they need to make informed decisions in an increasingly competitive market.
With self storage now firmly on the radar of investors and consumers alike, there’s no better time to be part of this thriving sector. Thank you for your ongoing support, and I look forward to sharing another successful year ahead with you all. l
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Makala Ffrench Castelli CEO SSAA
“Planning is well underway for SYD25! Save the date for the self storage event of the year, from 10 to 14 November 2025 at the Hyatt Regency Sydney.
As we begin 2025 in earnest, we find ourselves in a dynamic and evolving regulatory landscape. For self storage operators, compliance and governance are proving more critical than ever—especially when it comes to upholding the high professional standards of our industry.
Considering selling now or in the future?
Call for a confidential chat regarding the potential realisation level of your self storage facility.
This year, SSAA is placing a strong focus on supporting members to implement best practice in operations, compliance and governance. We’ll be rolling out updated compliance resources, guidelines and tailored training sessions to help you stay on top of these important requirements. From self storage agreements to privacy obligations to arrears management, we want to ensure you have the right frameworks and resources in place to protect your business and customers. You can learn more about our new Arrears Management Guide on page 14 – be sure to download it in full, plus all the accompanying templates, from the SSAA Member Portal.
There are also plenty of opportunities for self storage suppliers this year. Work has already begun on our annual SSAA Supplier Guide which will be jam-packed with case studies and contacts so keep an eye out for it in the mail or online with your next edition of Insider
Planning is also well underway for SYD25! Save the date for the self storage event of the year, from 10 to 14 November 2025 at the Hyatt Regency Sydney. We’re developing an expanded program including more masterclasses, workshops and opportunities for investors too. It will be a great week full of self storage insights and networking opportunities in a gorgeous harbourside location.
So this year, whether you’re focused on operations, compliance, innovation or business expansion, we’re here to support you. Don’t forget to follow us on LinkedIn for regular updates! l
SSAA Directors: Industry insights and goals for 2025
As we move into 2025, the self storage industry continues to evolve rapidly. With changing fundamentals, technology and customer experience at the forefront, Insider asked the SSAA Directors for their thoughts on two key aspects for the year ahead: an industry trend they’re focusing on and a personal growth area they’re embracing. Here’s what they had to say:
Adrian Wylde
INDUSTRY TREND: In 2025, one key trend I’m focusing on is the growing demand for technology-driven self storage solutions. Customers increasingly expect seamless digital experiences, from online booking and automated access to personalised storage options. To adapt, we’re investing in smart technology, such as mobile app integrations for secure access and AI-driven customer support for round-the-clock assistance. By embracing these advancements, we aim to offer our customers unmatched convenience, security, and efficiency to stay ahead in a competitive market.
PERSONAL GROWTH: In 2025, I plan to focus on building a habit of consistent learning and industry networking. The self storage sector is changing quickly, so staying ahead means continuously learning about emerging technologies, customer needs and market trends. I’ve also committed to engaging more with peers to share insights and ideas. This personal growth goal aligns with my broader business vision of staying proactive and adaptable as we continue to grow.
Ned Coten
INDUSTRY TREND: In 2025, I’m focusing on optimising pricing and ensuring that the service and facilities provided to customers are of the highest standard. At the SSAA Convention on the Gold Coast in 2024, a presenter shared a powerful insight that has stayed with me: “Easy beats better. Fix anything that is dirty, dangerous, or difficult.”
This is a simple but profound insight that I love.
To me, it means prioritising simplicity and ease for customers while maintaining focus on facility quality. We are really digging into our operations to identify and resolve any obstacles that could hinder customer satisfaction. The goal is to provide an experience that is both seamless and satisfying. We’re aiming to build loyalty and position for consistent, sustainable growth.
PERSONAL GROWTH: In 2025, I’m working on what I call the “Punch Card Mentality” for decision-making. Life offers us a limited number of significant opportunities—like a punch card with 20 slots Each punch represents a critical decision, and once they’re used, they’re gone.
I’m trying to approach decisions with greater intentionality, focusing on the choices that truly matter and create impact. It aligns closely with the 80-20 principle, which suggests that 80% of results come from just 20% of our efforts. By working out where to allocate my time, energy, and resources, I’m hoping to get the best outcomes.
In practice, this means resisting the urge to overextend myself - which I do often - and instead focusing on what really moves the needle. This is very simple in principle, but really hard to put into practise. Hopefully others will also focus on deliberate decision-making and recognise the value of their own “punch card” opportunities.
Sam Kennard
INDUSTRY TREND: Lower occupancies and price pressure has been evident in late 2024 and this will persist through 2025. Two things are coming together to drive this. Firstly, consumers are generally under some stress. Cost of living and high interest rates is causing softer demand. The second influence is the entry of new supply. There is a considerable amount of new development coming online. The contest for fewer customers causes price reductions.
At KSS, at a time like this we focus on doing the basic processes really well, particularly in sales and handling of potential new business. We strive to provide an outstanding new customer experience. There is no room for complacency.
PERSONAL GROWTH: I’m grabbing the popcorn and will enjoy watching President Trump un-woke and re-invigorate the USA, with high hopes the impact waves hit Australia and New Zealand. More seriously though, I’m actively working on improving my health, fitness, and diet.
Anthony Regis
INDUSTRY TREND: At Regis Built, we’re concentrating on the continued development of more efficient and economical ways to deliver multi-level buildings, as the industry pushes forward with this growing trend.
PERSONAL GROWTH: In 2025, I’ll be dedicating more time to giving back to some local communities and charities. I’m also planning some major family trips overseas, which will be a great way to recharge.
Brent Hayes
INDUSTRY TREND: One key trend for 2025 is the integration of AI and automation to improve operational efficiency and customer experience. I’m looking at how we can use some of these technologies to streamline our processes and provide better service to our customers.
PERSONAL GROWTH: I’m embracing change within my personal life and will be training to take on the challenge of a 5-day hike through the Otway National Park in Victoria.
Thomas Whalan
INDUSTRY TREND: In 2025, we’re focusing on ways to deliver a seamless and efficient customer experience that will improve customer satisfaction while driving operational efficiencies.
PERSONAL GROWTH: In 2025, I’m developing more discipline around decision-making – focusing on making wiser choices today that will benefit future needs, rather than instant gratification.
Lizzy Rutland
INDUSTRY TREND: This year, we are embracing the right technology to complement and support our commitment to real, personal service. We acknowledge the benefit and efficiency that technology offers customers and businesses, so we are committed to streamlining more of our online and in person processes using the appropriate tech to assist. While we are working hard to join the technology party, at the heart of our business is people, and nothing for us will replace the personal touch that has upheld our Family Operated Storage Centres for 20+ years.
PERSONAL GROWTH: In 2025, my new habit is simple: “read and ride”—but not at the same time! After being told I would never ride a bike again in 2024, I’m beyond grateful to be back on two wheels. Riding with my kids to their school each day before continuing to work is something I treasure, not just because I love it, but because I can. It’s a quiet celebration of what I once thought was lost. I’ve also set a personal goal to read 25 books in 2025, 6 down already! I highly recommend Wavewalker by Suzanne Haywood & The Life of Dai by Dai Henwood (NZ), a tough read if you’ve lost loved ones to cancer but a remarkable reminder to live every day.
Aaron Alsweiler
INDUSTRY TREND: In 2025, one notable trend is the increasing tendency of customers to conduct extensive research before selecting a storage provider. Recognising this shift, our focus is on optimising the entire customer journey, from initial contact right through their experience with our organisation.
To achieve this, firstly we are improving our presence across all relevant lead sources where potential customers are seeking storage solutions. Then, by simplifying our customer-facing processes, we aim to remove any obstacles to entry, making it easier for customers to choose us. Once they become a customer, we’re placing an emphasis on enhancing both service quality and the range of services we offer to improve customer satisfaction and retention.
PERSONAL GROWTH: After purchasing and racing a stockcar with my kids, I’m focusing on improving my welding skills for ongoing repairs and off-season rebuilds!
Michael Alafaci
INDUSTRY TREND: We’re focused on a much broader trend – the impact of AI. Given AI is likely to affect all, or most, businesses in some way or another, understanding how AI can be leveraged to deliver improvements and efficiencies across all areas of the business (as well as in our industry) will be an area of focus.
PERSONAL GROWTH: In 2025, I’m focusing on connecting with others in the industry and learning from their experiences. The industry is changing so I’m keen to talk to members and suppliers of all shapes and sizes, who are facing similar challenges and opportunities. There’s plenty to learn from each other’s experiences so I’ll be blocking out time in the diary to make sure this year is a year full of connections and conversations. l
2025: TRENDS OF THE YEAR
McCrindle Research unpacks the trends that are shaping our future
“The future is not an inevitable destination. Leaders who are not just aware of the trends but understand them, have the agency and opportunity to shape the future”
1
Big Build
Australia’s annual migration is now more than 2x what it was in 2019
Population growth is at record levels, largely driven by net overseas migration which is now twice what it was in 2019. The pace of growth is outstripping infrastructure growth and the pressure on cities is mounting. To maintain the lifestyle that we have come know and love, and indeed the lifestyle many are coming to Australia for, there is a need for the big build in both homes and infrastructure – including self storage. This trend also presents opportunities for regional sprawl, culturally diverse customer bases, and a longevity boom that will bring engagement beyond traditional target audiences.
Since the 1950s, Australia has been growing consistently through net overseas migration, the one exception to this being during the pandemic when the borders were closed. Net overseas migration, however, has quickly rebounded upon the borders reopening. Current net overseas migration numbers exceed 500,000 per year which is equivalent to the total of 2018 and 2019 combined. The second factor of growth is natural increase. While birth rates are at an all time low (1.5), the number of births is higher than the historical baby boom. In 1961 the birth rate peaked at 3.55 and recorded 239,986 births, today the birth rate is 1.5, yet 50,000 more births were recorded than in 1961 (286,998).
The population is growing through both natural increase and net overseas migration and with a larger population there is the need for the big build to go with it.
Many who move to Australia are settling in capital cities, yet the pace of population growth is outstripping infrastructure growth, and the pressure on cities is mounting. This may explain why almost two thirds of Australians who don’t currently live in a regional area (64%) have considered leaving the city for a regional area. The words Australians are most likely to associate with cities are expensive (61%), congested (44%), noisy (42%), overpopulated (36%) and diverse (35%). With some cities struggling to bring back the foot traffic, life and vitality they had pre-pandemic, with increased work from home this puts more pressure on the future of Australian cities. It is possible, however, that cities will shift from CBDs (Central Business Districts) to CLDs (Central Lifestyle Districts). Almost half of Australians strongly/somewhat agree city centres will house more people than they ever have before (45%).
SELF STORAGE TREND TAKE:
Population growth and the movement of people are two key demand drivers for self storage which bodes well for the continued structural growth of the sector, as highlighted in State of the Industry 2024.
WORKFORCE NEEDS
2 Productivity Paradox
60% of highly engaged workers are frequently looking for ways to increase productivity
A wicked problem is created when what individuals want is the opposite of what society needs. As governments are looking for increased workforce participation, workers are prioritising work life balance. Where productivity has historically increased with an industrial model of systems, workers are looking for an artisanal approach to curating their career. A generic increase in demands on individual workers is unlikely to yield productivity gains, with many already running at maximum capacity. Understanding workers and addressing the secret cost of low engagement could help unlock the next wave of productivity.
A productive and skilled labour force is essential to compete in the global market. Australia’s labour productivity (amount of output per hour worked), however, fell by 3.7% for the whole economy in 2022-2023. Low productivity has real implications for workers, with wages traditionally not rising without productivity increases. Productivity, however, is not just getting more work done, but the right work done. There are many factors that can influence productivity growth such as worker skills, technological advancements, competitive pressures and changes in capital. So, what is contributing to Australia’s productivity decline? Is it a shift for workers from hustle culture to quiet quitting, remote work or engagement at work?
Increasing demands on workers is unlikely to yield productivity gains
Workers are largely motivated at work, with more than four in five (82%) agreeing they are actively trying to work smarter not harder. There is also a sense of accountability, with two thirds (66%) frequently held accountable by their leaders to get results. Just winding up the demands on individual workers to meet productivity gains, however, is unlikely to be a viable pathway. Assessing workflows and understanding the
WORKER DESIRES
mental workload of each worker, however, will likely help leaders to identify where greater productivity may be unlocked. Recognising that higher engagement is correlated with a greater likelihood to look for ways to improve productivity and greater satisfaction in life overall, it is likely a win/win for organisations and workers to explore how to increase engagement at work.
Managing distraction and workflow may help productivity
Today’s workplaces have frequent notifications, meetings and opportunities for collaboration. If managed well, these can support great results, if managed poorly, however, the workplace can be full of ‘busy work’ but not effective work. In this era of constant connection and distraction, helping teams to upskill in managing focus and mental workload may help to increase satisfaction and productivity.
Organisational values are key drivers for engagement
No trend stands in isolation. As the cost of living rises it is important to consider how this is intersecting with the attraction, retention and engagement of employees. Seven in ten workers would compromise on a convenient location, learning and development opportunities, flexible working hours and a fun working environment for a higher salary. They are least likely to compromise on organisational focus on environmental sustainability, authentic organisational values, accessible and approachable leadership and inspiring vision/ mission. This highlights the integral role that purpose, meaning and leadership have in attracting workers to new roles.
SELF STORAGE TREND TAKE:
Staffing has been a challenge for industry in recent years. Finding the right balance between engagement and productivity for self storage staff will be key to building culture and retaining staff in the current climate.
3 Consumer Compromise
57% of people have had to compromise their social responsibility values to purchase a cheaper product
As cost of living rises, consumers are faced with the tough decision of living according to their values or their means. The last decade has seen growing consumer ideals around ethical and environmental purchasing. There has been a focus on people, profit and planet, and in response many organisations have prioritised appealing to these ideals. However, as the price pinch becomes more of a reality this is starting to overtake the ideals and make it harder for people to hold them today. With finite resources, organisations are also challenged to make trade-offs. Ethical creation has become a hygiene factor where organisations need to have a whole of life product focus, and a circular economy built in. While the current cost of living is a wave crashing the shore for many, the desire for social responsibility is the tide that is changing the consumer landscape.
What do consumer trade-offs mean for organisations?
While price is still the key motivator for consumers in many purchasing decisions, this is the era of convenience and organisations should continue to pursue simplicity as a service to delight their customers for years to come. While social responsibility values are pressured right now it would be unwise to disregard these altogether. Consumers value authenticity and want to see organisations that truly believe in their social responsibility and hold them as core values.
SELF STORAGE TREND TAKE:
Price and location are the primary drivers of choice for self storage customers. Secondary drivers (access, security) and tertiary drivers (online reviews, customer service) all work to improve the offer. Highlighting your values and community engagement activities will help demonstrate your social responsibility to ensure prospective customers don’t have to compromise when looking for a self storage provider.
35% of daily users spend 3+ hours per day on social media
Across a month, this equates to more than 2 full-time work weeks!
4 Digital Detox
The shift from tech optimism to tech scepticism
This is a unique era where society is highly questioning of technology given it has fundamentally changed how people engage in their day-to-day lives. Social media has evolved from a platform that enables people to connect and contribute to one that people consume. It is disproportionately affecting young people, with 74% of Gen Zs struggling with spending too much time on screens and technology, and 71% finding it difficult to disengage from social media. The impacts of social media are anything but social, and it is unsurprising then that 86% of Gen Z have taken steps to try and reduce their social media usage. Across society there is a desire for meaningful human connection. True community, however, doesn’t just happen, it needs to be facilitated. While today’s world and our future will still be digital first, leaders have an opportunity to facilitate and model what true community looks like.
A shift from contributors to consumers
While half of Australians are using social media for its original use of connecting with friends/family (50% at least daily), a similar proportion are using social media to inform themselves of current events, or as a search engine. These alternate use cases highlight the evolution of social media from a platform that enables people to connect, contribute and share to one that people consume.
SELF STORAGE TREND TAKE:
The digital customer experience has become increasingly important in self storage. As consumers shift into using social media as a search engine, operators will need to ensure their presence reflects their value proposition and that it’s simple for prospective customers to engage.
THE SEVEN GENERATIONS IN 2025
Builders 1925-1945 Age: 80+
Boomers 1946-1964 Age: 61-79
Gen X 1965-1979 Age: 46-60
5 Generation Acceleration
For the first time in history, seven generations will be alive at once
Gen Y 1980-1994 Age: 31-45
For the first time in history seven generations will be alive at once, with the arrival of Gen Beta. Gen Alpha are now the largest generation in history. The oldest Gen Zs will turn 30, while many Gen Ys are now closer to 50 than 25. Gen X are approaching retirement with the oldest turning 60. Baby Boomers are entering their retirement years with different expectations, while Builders are focusing more on relationships and building a legacy. The pace of generational change is accelerating, and organisations need to recognise these shifts to engage in a way that is relevant to each.
Welcome Gen Beta
The first Gen Betas will be born in 2025 and will span until 2039. Their parents will largely be Gen Z and Gen Y, the cohort who came of age alongside the launch of social media. Gen Beta will likely grow up in a more
Gen Z 1995-2009 Age: 16-30 Gen Alpha 2010-2024 Age: 15 & under Gen
digitally integrated environment then any generation before them. As the world grows larger it also gets smaller, stronger global connections and personalised education through AI assistance may become hallmarks of this generation. Being exposed from the youngest of ages to environmental and social awareness, they may be the most climate-conscious and socially responsible generation yet. l
SELF STORAGE TREND TAKE:
There are now five generations using self storage across Australasia, each at different life stages with different needs and desires. How does your offering appeal to each of these generations? Operators who consider the needs of the customer will be well placed to adapt to generational change.
Source: 2025 trends of the year report By Sophie Renton, Mark McCrindle, is used by permission, McCrindle Research.
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New Member Resource: Arrears Management
Managing arrears can be one of the more challenging aspects of self storage operations. To support members in handling late payments effectively and professionally, the SSAA has developed a comprehensive Arrears Management Guide that aligns with the standard self storage agreement suite.
Arrears Process
The guidelines cover:
Arrears Process
l Customer relationship management
– Approaching arrears with professionalism and empathy
Arrears Timeline
Arrears Timeline
l Conversations and scripts –Ready-to-use phone call and SMS scripts to help staff communicate effectively and consistently with customers
The following timeline provides a comprehensive outline of the actions and steps required to manage a standard payment default throughout its lifecycle. By following this structured timeline, facilities can ensure that every stage of the arrears process is handled in accordance with legal and contractual obligations.
The following timeline provides a comprehensive outline of the actions and steps required to manage a standard payment default throughout its lifecycle. By following this structured timeline, facilities can ensure that every stage of the arrears process is handled in accordance with legal and contractual obligations.
This new guide provides a structured approach to managing arrears while maintaining positive customer relationships. It outlines key steps in the arrears process, from early intervention to final resolution, ensuring that operators have the right tools and strategies to minimise bad debts and recover outstanding payments efficiently.
l Alternative payment arrangements – Best practices for offering solutions that work for both the business and the customer
The timeline also helps mitigate risk of customer dispute by ensuring all communications and actions are conducted within the terms of the standard self storage agreement.
By following the SSAA’s Arrears Management Guidelines, operators can take a proactive and structured approach to overdue accounts, helping to reduce disputes and improve cash flow.
The timeline also helps mitigate risk of customer dispute by ensuring all communications and actions are conducted within the terms of the standard self storage agreement.
l Taking inventory and reporting –Understanding when and how to assess and document goods in storage to minimise risk
Additionally, the timeline accounts for regulations regarding the frequency and spacing of contact attempts with the customer – limited to a maximum of 10 within a 30-day period, ensuring that no more than 3 contacts are made within each week.
Additionally, the timeline accounts for regulations regarding the frequency and spacing of contact attempts with the customer – limited to a maximum of 10 within a 30-day period, ensuring that no more than 3 contacts are made within each week.
Training materials – Includes a manager’s guide to arrears training, with tips to ensure staff feel confident and prepared to handle arrears conversations
Whether you’re refining your current processes or training new team members, this resource provides practical, industry-specific guidance to support your business.
Download the SSAA Arrears Management Guide plus accompanying scripts, templates and more from the Member Portal. l
PERFORMANCE TRENDS IN SELF STORAGE
Dominic Morely from Cushman & Wakefield unpacks the latest SSPI results and looks toward the year ahead.
Monitoring key performance metrics is essential for accurately assessing the market value and forecasting the future performance of self storage facilities.
In March 2020, Cushman & Wakefield’s Self Storage team launched the Self Storage Performance Index (SSPI) to track key self storage metrics across major
Australasian markets. This index provides the most comprehensive snapshot of current market performance, monitoring nearly 280 established facilities and delivering unmatched insights into sector trends.
Given the sector’s exceptional growth over recent years, the SSPI has become a crucial benchmarking tool for owners and operators. The framework assesses performance
across multiple dimensions, tracking average storage fee rate, occupancy, unit size (both available and occupied), concessions, arrears, and arguably most importantly at an operator level, RevPAM (revenue per available metre)
Current market conditions highlight the importance of RevPAM performance in benchmarking a facility’s standing within the market. Whilst tracking average occupancy and fee rates are meaningful metrics on their own, RevPAM offers a more nuanced perspective by measuring revenue generated over total available area. By combining occupancy and total storage revenue, RevPAM provides a comprehensive view of how effectively a facility utilises its space. This metric not only reflects pricing strategy but also offers insights into demand and space optimisation along with position within the market.
Source: Cushman and Wakefield Self Storage Performance Indicators
It is clear that in a post-pandemic environment, the underlying demand for self storage was paramount in driving historically high occupancy levels, with the flow on being unprecedented growth in RevPAM across all regions. Whilst growth in RevPAM was unanimous, the level of growth, underlying occupancy and fee rate positions were not. The distinct performance differences of the capital city markets over
“ Given the sector’s exceptional growth over recent years, the SSPI has become a crucial benchmarking tool for owners and operators.
this period has dynamically shifted the overall RevPAM standings and will be telling in informing their positions moving forward.
The industry has now entered a phase of recalibration. Recent data shows that in the six months to September 2024, RevPAM has continued to decline in Brisbane, Adelaide and Auckland, with overall growth slowing across all regions. This moderation is not unexpected following years of double-digit growth. It signals a more challenging market environment particularly as occupancy levels in all markets are declining, and as fee rate growth has returned to more normalised historic levels.
To illustrate how underlying occupancy and fee rates variables impact markets, we can compare RevPAM between Sydney and Auckland. As of March 2020, both had similar RevPAM levels. However, from September 2021, Sydney experienced significant fee rate growth, exceeding historical trends,
Sydney VS Auckland RevPAM
whilst Auckland saw only modest increases up to March 2022. During this period, both regions maintained strong average occupancy.
However, Sydney was able to absorb substantial growth, with occupancy rising from 79% in March 2020 to 90% by March 2022, whereas Auckland’s occupancy increased from 87% to 92% over the same timeframe.
It is clear that the Sydney region was able to significantly increase occupancy during 2020/2021, peaking in March 2022 due to strong COVID related demand. This, in turn, drove fee rate increases, further
strengthening RevPAM. In contrast, Auckland started with higher occupancy levels resulting in more limited growth. Without the same level of occupancy growth, fee rate increases lagged, leading to the current disparity between the two markets.
While we recognise the broader economic climate during this time, we believe that RevPAM did have the potential to strengthen further had the market been more willing to accept lower overall occupancy more in line with generally accepted performance norms. l
Source: Cushman and Wakefield Self Storage Performance Indicators
Building blocks for success
For newcomers and experienced operators alike, launching or expanding a self storage business requires careful planning and expert guidance. The Getting Started in Self Storage Workshop at GC24, led by SSAA Chair Michael Alafaci, brought together industry experts to share insights into feasibility, design, technology, customer experience, marketing and more. Here’s a closer look at some of the essentials steps to build a thriving facility:
1
Feasibility: Laying the foundation
Conducting a feasibility study is the cornerstone of any successful self storage project. Understanding your catchment area – typically a 15-minute drive radius – helps identify potential customers and ensure the project is viable. Demographic factors such as population density, household income, and dwelling types are critical. Equally important is assessing current and future supply, achievable operating metrics, and potential revenue streams.
“Strategic planning at the start can prevent costly pitfalls like poor unit mix design or over-discounting.”
– Max Mahoney, Four Leaves Property
2 Design: Creating a functional and future-ready facility
The design phase can make or break a storage facility, setting the foundation for operational success. New builds allow architectural flexibility, allowing for optimised height and standout streetscapes that draw attention. Conversions, on the other hand, can fast-track timelines with existing compliance but require precise planning to avoid design limitations. Practical layouts, like the standard 3x3 grid, can enhance usability, streamline construction and maximise profitability. Proper column placement and a well-considered space mix are equally important for long-term functionality and growth.
“Whether you’re going greenfield or converting an existing site, design and planning are everything.” – Anthony Regis, Regis Built
“The best place to start is a standard 3x3 grid – it’s practical for both construction and planning.” – Louis Funnell, Storco
3 Hoists and lifts: Optimising space and accessibility
Choosing the right hoist or lift can significantly impact operational efficiency and customer satisfaction. While hoists are cost-effective and easy to install, lifts provide faster travel and are ideal for multi-level facilities. Planning for these solutions early ensures seamless integration during construction.
“Lean on experts for guidance during construction and beyond to ensure maximum efficiency.” – Hamish McGregor, Southwell Lifts and Hoists
4
Operational efficiency: Leveraging technology
Automation plays a crucial role in streamlining operations and enhancing tenant convenience. Think about the role that automation will play in your facility upfront. Tools like online move-ins, mobile access, and integrated payment systems reduce administrative tasks and improve the customer journey. For staff, balancing workflow and adopting the right mindset are key to success.
“Let the system work for you. Automation is no longer optional – it’s expected.”
– Ben Parsad, Janus International Australia
5
Safety and customer experience: Building trust
Customers need to feel safe, valued and supported the moment they step through your doors. Features like 24/7 surveillance, individual unit alarms, and well-lit facilities can create a secure and welcoming environment, ensuring peace of mind for all users. Enhancing the facility atmosphere with elements such as clear signage, music and a clean layout can transform a routine storage visit into a seamless and enjoyable one. These touches not only build loyalty but also encourage referrals, driving sustainable growth.
“Safety is the foundation of customer experience.” – Chat Bandaranayake, Sentinel Storage Security
6
Scalable solutions: Portable storage
For new entrants, operators looking to expand or make the most of available space on site, portable storage offers a cost-effective and flexible solution. Starting small with just a few units allows businesses to grow at a more manageable pace as demand increases. Mobile storage also appeals to customers seeking convenience and versatility.
“You don’t have to start with 1,000 units. In our case, you can start small and build from there.”
– Shay McQuade, Universal Storage Containers
7 Integrated software: Streamlining operations
The right software can transform a self storage operation, streamlining processes, reducing administrative burdens and creating a seamless customer experience. From online move-ins and payment integrations to ID verification, these tools simplify processes, improve the customer journey and free up staff to focus on sales and service.
“Less time on admin means more time building your business. Having the right software in place can position your business for growth.” – Ben Williams, Storman
8 Marketing: Reaching and retaining customers
Effective marketing bridges the gap between visibility and bookings. Focus on intent-driven platforms such as Google Ads and Google My Business to attract customers actively searching for storage solutions. Ensure your website is conversion-focused and easy to navigate. Offline strategies, like local signage, also play a key role in brand recall – so spend time considering every aspect of your marketing mix.
“Your marketing will live and die on whether your website turns traffic into bookings.” – Gavan Stilgoe, R6 Digital
9 Key takeaway: Success lies in the details
From feasibility and thoughtful design to leveraging technology and creating a secure, customer-first experience, the Getting Started in Self Storage workshop proved that the right strategies can set any operator on the path to success. One thing that every expert agrees on is to seek advice early on and build a trusted team experienced in self storage.
“Plan strategically, execute smartly, and always prioritise the customer.” – Michael Alafaci, SSAA Chair
Unlock the power of consumer insights
Introducing the SSAA Consumer Insights Dashboard Your gateway to industry-leading research and data-driven decision-making.
SSAA members can now explore comprehensive consumer trends by year, location, customer type and storage mode, all within a powerful, interactive platform.
Available exclusively via the SSAA Member Portal, this is market intelligence at your fingertips.
Log in now and start leveraging the data that drives the industry forward!
Gain access to nationally representative insights for Australia and New Zealand, helping you refine marketing strategies, enhance customer experience, and identify growth opportunities.
Facility of the Year
Up to 150 Units
FINALIST Mornington Peninsula Boat and Caravan Storage, Victoria
Owned and managed by Louis Petrucci and Sina Hodgson, Mornington Peninsula Boat and Caravan Storage has rapidly become a leading facility for secure vehicle storage. As a finalist for Facility of the Year (Up to 150 Units), it exemplifies a customer-first approach and plays a valuable role in its local community.
A visionary start
Louis identified a need for reliable storage in the Mornington Peninsula and transformed six acres of his 30-acre property into a secure facility for boat and caravan storage. Opened in April 2023, it reached full capacity within a year. With demand growing, an expansion will add 150200 spaces by early 2025, creating space for locals and holiday makers in the Mornington Peninsula.
Secure and innovative design
The facility is built to provide the highest level of security and convenience, featuring:
l Custom Security Fencing – Louis designed and built the cantilever palisade gates and fencing for superior protection.
l 24/7 CCTV Surveillance – Every vehicle is continuously monitored.
l Automated Gate Access –Customers use swipe cards and FOBs for secure, contactless entry.
l On-Site Management – Louis lives on-site, offering an extra layer of security.
l Advanced Drainage & Sealed Hard Surfaces – Prevents flooding and keeps vehicles on clean, durable surfaces.
Sponsored by
l Convenient Access & Valet Services – Seven-day access, drop-off/pick-up zones, and valet parking make storage hassle-free.
A customer-first approach
Customer service is at the heart of the facility’s success. The team responds to inquiries within 12 hours and offers flexible solutions to meet individual needs. This dedication has resulted in a five-star rating, with customers praising the security, convenience, and personal attention provided by Louis and Sina.
Building trust through service and marketing
The facility’s marketing strategy is built on organic growth, with word-
of-mouth playing a crucial role. Satisfied customers drive referrals, reinforcing its stellar reputation. A user-friendly website provides potential customers with detailed insights into storage options and benefits.
Looking ahead, the facility plans to add undercover storage by 2025 to meet growing demand. These expansions reflect a commitment to innovation and customer needs, ensuring the facility remains a leader in vehicle storage.
More than just a storage site, Mornington Peninsula Boat and Caravan Storage is a testament to Louis and Sina’s vision, innovation, and dedication to serving the evolving needs of its community. l
Facility of the Year Up to 150 Units
FINALIST
U-Lock Self Storage
With 25 years in the self storage industry, U-Lock Self Storage has built a strong reputation across six facilities in Bendigo, Shepparton, and Griffith. U-Lock Shepparton stands out for its unique history, innovative approach, and high-quality storage solutions. As a finalist for the Facility of the Year Award (Up to 150 Units), it exemplifies the opportunities in regional self storage.
A unique transformation
Originally built as a nursing home in 1985, the 800-square-metre building later operated as a backpackers’ hostel. In 2014, recognising Shepparton’s growing demand for self storage, owner Mark saw an opportunity to repurpose the site rather than demolish it. He transformed the former hostel into a 20-unit self storage facility, creatively converting dormitories, bathrooms, and common areas into secure storage spaces.
Sponsored by
Over the past decade, U-Lock Shepparton has expanded to 65 units, with an additional 33 units under construction. Soon, it will offer 98 units, demonstrating U-Lock’s commitment to sustainability and efficient space utilisation.
Premium storage solutions
Designed with security and convenience in mind, U-Lock Shepparton offers:
l Individually alarmed units – Each unit is protected with customer padlocks for enhanced security.
l 24/7 CCTV surveillance – Continuous monitoring ensures maximum safety.
l Automated lighting & internal radio systems –Enhancing visibility and customer safety.
l Ramps for Accessibility – Making it easy for customers to transport large or heavy items.
Competitive and transparent pricing
U-Lock Shepparton’s dynamic pricing strategy adapts to occupancy levels, ensuring fair pricing while remaining
competitive. This approach has positioned U-Lock as a pricing leader in the local market.
A strong focus on security
Security is a top priority, with features including:
l 24/7 CCTV and remote monitoring – Ensuring the facility remains secure at all times.
l Personalised PIN codes – Restricting access to approved customers only.
l Comprehensive lighting systems – Improving visibility and safety across the entire site. These security measures build trust and confidence in U-Lock’s services, ensuring customers feel safe storing their valuables.
U-Lock Shepparton is managed with a focus on efficiency and customer satisfaction. Advanced monitoring systems allow remote oversight, ensuring seamless operations even when staff are off-site.
The facility’s rapid expansion from 20 to nearly 100 units highlights its ability to adapt to market demands and provide top-tier storage solutions.
Being named a finalist for the Facility of the Year Award reflects U-Lock Shepparton’s innovative approach to self storage. Its thoughtful design, competitive pricing, and dedication to security set it apart in a competitive local market.
With further expansion plans, U-Lock continues to provide reliable, innovative storage solutions. The Shepparton facility exemplifies how visionary leadership approach can creatively transform a mixed-use site into a leading local self storage facility. l
Celebrating 80 Years of Excellence with Southwell Lifts and Hoists
Thank You for Your Support!
This year marks a significant milestone for Southwell Lifts and Hoists. 80 years of providing cutting-edge lifting solutions, and we want to take this moment to express our deepest gratitude to you, our valued customers. Your trust and loyalty have been fundamental to our success, and it’s because of you that we’ve made it this far and achieved this milestone.
Since our inception in 1945, we’ve remained dedicated to offering safe, reliable, and efficient lifting equipment tailored to meet the unique needs of industries. As we celebrate our 80th anniversary, we’re proud to reflect on the advancements we’ve made in lifting technology.
Transforming Self-Storage with Innovative Lifting Solutions
As more people and businesses seek efficient ways to manage their belongings, the need for space-saving lifting solutions has never been greater. Our self-storage lifts and hoists are engineered to provide customers with easy, safe, and reliable access to their stored items, whether it’s in a multi-level storage facility or a large-scale warehouse. These lifts allow for smooth vertical transport, reducing the strain on customers while maximising space efficiency. No longer do people need to rely on stairs or heavy lifting to store and retrieve their items. Our self-storage lifts and hoists make the process simple and convenient, saving time and effort.
Why Choose Southwell for Self-Storage Lifts and Hoists?
With 80 years of experience behind us, we understand the unique challenges that self-storage operators face. That’s why we design with durability, ease of use, and minimal maintenance in mind. We take pride in delivering products that ensure safety, reliability, and efficiency — all crucial elements for the success of any self-storage operation.
We offer a range of self-storage lift solutions, from compact models ideal for smaller facilities, to high-capacity lifts for large-scale storage centres, fully customisable so they can be tailored to your specific needs.
Thank You for 80 Years of Trust and Partnership
We couldn’t have reached this remarkable 80-year milestone without the support of our customers. It’s your continued trust in our products that motivates us to innovate and improve year after year. From self-storage lifts to a wide array of lift and hoist solutions for different industries, we are dedicated to meeting your needs with the highest level of service and quality.
As we look to the future, we remain dedicated to advancing the vertical lifting industry with greater speeds, smoother rides, and enhanced safety. Thank you for being part of our journey. Here’s to another 80 years of lifting success!
WINNER Swift Storage Yeppoon Facility of the Year Up to 150 Units
Swift Storage Yeppoon has set a benchmark for excellence, earning the coveted Facility of the Year Award (Up to 150 Units). Combining cuttingedge design, exceptional customer service, and strong community engagement, this facility is transforming the storage industry in Queensland. With innovative features catering to both recreational vehicle (RV) and self storage customers, Swift Storage Yeppoon demonstrates how thoughtful planning, and execution can meet evolving customer needs.
Pioneering RV storage in Australia
As Queensland’s largest purpose-built RV storage facility, Swift Storage Yeppoon addresses a critical gap in the market. While RV ownership has surged in Australia, dedicated storage facilities for these vehicles remain scarce. Swift Storage Yeppoon has risen to meet this demand with an exceptional design tailored to RV and boat owners.
Key features include:
l high-clearance undercover bays: Providing spacious and secure parking for a wide variety of RVs and boats.
l Wide driveways and 45-degree parking: Ensuring easy manoeuvring for large trailers.
l Specialised RV services: Amenities like a wash-down bay, black waste disposal, and trickle battery charging enhance convenience for RV enthusiasts.
l Integrated self storage units: Enabling customers to store travel gear, tools, and personal belongings alongside their RVs or boats.
This unique combination of services positions Swift Storage Yeppoon as a leader in its field, addressing both current and future market demands.
Technological innovation at the core
Swift Storage Yeppoon leverages state-of-the-art technology to enhance customer experience and operational efficiency. Customers benefit from seamless, tech-enabled services that include:
l Smart access technology: Secure, keyless entry via a mobile app ensures only authorised users can access the site.
l 24/7 CCTV surveillance and monitoring: Robust security measures provide continuous oversight and peace of mind.
l User-friendly online platform: Customers can book units, manage accounts, and monitor access logs with ease.
By integrating technology into its operations, the facility offers unparalleled convenience and flexibility while streamlining processes for staff and customers alike.
Rapid occupancy growth and customer demand
In just six months of operation, Swift Storage Yeppoon rented over 1,300 square metres of space, far exceeding expectations. This rapid uptake highlights the pent-up demand for high-quality storage solutions in the region. With a balanced pricing strategy and minimal discounting, Swift Storage Yeppoon demonstrates the value of its premium offerings. The facility’s pricing aligns with its Rockhampton counterpart, ensuring competitive rates while maintaining a focus on delivering exceptional service.
Safety and security first
Customer trust is paramount at Swift Storage Yeppoon. The facility is equipped with a comprehensive range of security features, including:
l 24/7 CCTV monitoring with back-to-base oversight: Ensuring constant vigilance.
l Mobile access control: Real-time tracking of authorised entries and exits.
l Gated perimeters and well-lit areas: Providing a safe environment for customers and their belongings.
l Fire safety measures: Regularly maintained equipment ensures compliance with safety standards. Additionally, Swift Storage Yeppoon engages local businesses for cleaning and maintenance, fostering community involvement and ensuring the facility remains in pristine condition.
Community engagement and local partnerships
Swift Storage Yeppoon has prioritised building strong relationships with the local community. Key initiatives include:
l Local business collaboration: Maintenance contracts and customer referral incentives support the local economy and strengthen community ties.
l Charitable support: Offering free storage to local charities demonstrates a commitment to giving back while promoting the facility’s services.
l Loyalty programmes: Flexible rental options and personalised service encourage repeat business and long-term customer relationships.
These efforts not only enhance the facility’s reputation but also establish it as a trusted and valued community partner.
Strategic marketing and outreach
Swift Storage Yeppoon employs a targeted, data-driven marketing strategy to maximise its reach. This includes:
l Search Engine Marketing (SEM): Ensuring high visibility to customers actively searching for storage solutions.
l Traditional Media: Billboards, local radio, and direct mail campaigns build awareness, particularly during pre-launch phases.
l Word-of-mouth referrals: Leveraging satisfied customers and local businesses to expand the facility’s reputation.
This approach ensures Swift Storage Yeppoon captures demand effectively while maintaining a strong presence in its catchment area.
Exceptional sales and service
Swift Storage Yeppoon prioritises customer satisfaction through efficient sales and responsive service. Highlights include:
l Multi-channel support: Customers can reach the team via SMS, phone, or online platforms for immediate assistance.
l Streamlined booking process: An easy-to-use online system allows customers to secure storage units quickly and conveniently.
Sponsored by
l Ongoing support: The customer service team remains available to address queries and provide assistance, ensuring a smooth experience from move-in to dayto-day management.
This dedication to service excellence has earned glowing reviews, solidifying the facility’s reputation for reliability and customer care.
A blueprint for future success
Swift Storage Yeppoon’s success offers valuable insights for other facilities looking to replicate its achievements.
Key lessons include:
l Customer-focused design: Tailoring services to meet specific needs, such as RV storage, ensures relevance and appeal.
l Embracing technology: Smart systems enhance both customer experience and operational efficiency.
l Building community relationships: Engaging with local businesses and residents creates goodwill and strengthens brand loyalty.
Recognition and looking ahead
Winning the Facility of the Year Award (Up to 150 Units)
is a testament to Swift Storage Yeppoon’s exceptional performance. Customers consistently praise the facility’s security, ease of use, and specialised services, highlighting the team’s commitment to excellence.
As the facility continues to thrive, it serves as a model for future Swift Storage developments. By blending innovation, customer-centric design, and community engagement, Swift Storage Yeppoon is setting a new standard in Australia’s storage industry and leading the way into a brighter future. l
Excellence in Community Engagement
FINALIST Storage King Eagle Farm, Queensland
Storage King Eagle Farm, under the leadership of Manager Gwen, has become a beacon of community engagement and generosity. As a finalist for the SSAA Community Engagement Award, this facility exemplifies how local businesses create meaningful connections and make a tangible impact. Gwen’s initiatives and tireless efforts have positioned Eagle Farm as a hub of local engagement and philanthropy.
One of Gwen’s standout achievements is establishing a community library at the Eagle Farm facility. This initiative allows residents and customers to borrow and contribute books, fostering a shared space for learning and connection. The library has been warmly received, reflecting Gwen’s commitment to nurturing a sense of community among locals.
Fundraising for cerebral palsy through STEPTEMBER
Storage King’s partnership inspired the fundraiser with Cerebral Palsy, established in 2022 to boost team spirit during COVID-19. Gwen elevated this initiative by integrating it with her own community-focused efforts, enhancing both team cohesion and local engagement.
In September 2023, Gwen spearheaded a fundraising event for Cerebral Palsy as part of the annual STEPTEMBER campaign. Despite managing the storage facility singlehandedly, she leveraged her network of customers and local businesses to orchestrate the event. The day featured a BBQ, raffles, and activities, with promotion driven by word of mouth and flyers distributed nearby.
Attendees were encouraged to participate and donate raffle prizes, with tickets offered in exchange for donations.
Planning began well in advance, with Gwen reaching out to local businesses to secure donations of prizes and resources. Items such as sausages, drinks, and bread were collected and sold during the event, with all proceeds directed to the cause. Volunteers, including Storage King employees and local business staff, played key roles in ensuring a successful event.
Thanks to Gwen’s meticulous planning and passionate execution, the event raised over $4,000. This
Sponsored by
impressive achievement supported a worthy cause and highlighted the vibrant spirit of the Eagle Farm industrial area, bringing together businesses and residents.
The initiative had far-reaching benefits for the community and Storage King Eagle Farm. It enhanced the company’s profile, strengthened customer relationships, and fostered employee morale through meaningful participation. This blend of community engagement and business activity demonstrates how companies can integrate philanthropy into their operations for lasting impact.
Gwen’s dedication has earned her recognition, including the Storage King Fundraising Award for 2022 and 2023, and she remains poised for continued success. Her efforts have also sparked enthusiasm among local residents, who eagerly anticipate future events.
The success of Gwen’s initiatives highlights the potential for businesses across industries to adopt similar strategies. By integrating charitable efforts into their operations, companies can strengthen community ties, boost employee engagement, and enhance their corporate reputation. Storage King Eagle Farm is an inspiring example of how leadership, passion, and careful planning drive meaningful change. l
WINNER StoreLocal Excellence in Community Engagement
StoreLocal has redefined what it means to be a business engaged in the community.
Recognised with the Community Engagement Award, StoreLocal exemplifies how a company can drive positive societal change by prioritising local partnerships, inclusivity, and support for the communities it serves. Through its innovative Local Partners initiative, StoreLocal has become more than a storage provider—it’s a trusted partner actively enriching neighbourhoods across Australia.
The vision behind local partners
Launched in July 2023, the Local Partners initiative reflects StoreLocal’s core values of family, inclusion, and integrity. This program was developed to empower local sporting clubs and not-for-profit organisations with financial aid, free storage solutions, administrative tools, and communication support. The objective? To alleviate the challenges faced by community organisations and enable them to focus on what they do best serving their members and creating inclusive environments.
In just 12 months, StoreLocal partnered with 35 clubs across the nation, contributing over $150,000 in financial aid and resources. This initiative has been a gamechanger for organisations grappling with limited budgets, volunteer shortages, and the increasing demand for inclusive community spaces.
A tailored solution to real challenges
The Local Partners initiative was born from a deep understanding of the struggles faced by community organisations. Many clubs, both large and small, operate with limited volunteer support and resources. These challenges often hinder their ability to grow memberships, fund essential activities, and maintain inclusive environments.
To address these issues, StoreLocal worked closely with a local cricket club committee member to design the program. This consultation ensured that the initiative directly addressed the most pressing needs of community organisations. As a result, Local Partners offers a comprehensive support package that includes:
l Financial Sponsorship: Covering costs for coaching, equipment, and participation activities.
l Free Storage Solutions: Solving off-season space challenges by providing secure storage options.
l Administrative and Communication Tools: Templates, signage, and outreach materials to lighten the workload of volunteers.
StoreLocal also employed a full-time program manager dedicated to supporting the initiative, ensuring personalised assistance for every partner.
Delivering impact at the grassroots level
The Local Partners initiative has delivered meaningful benefits to communities across Australia. StoreLocal has helped clubs grow their membership, improve social media engagement, and attract new sponsors by providing financial and logistical support. The free storage solutions have been particularly impactful, addressing the perennial challenge of finding space for equipment and supplies during off-seasons. Moreover, the association with a trusted national brand like StoreLocal enhances the credibility of these clubs, enabling them to secure additional sponsorships and funding. StoreLocal also offers exclusive member discounts, strengthening the bond between the company and its partner organisations.
A win-win for StoreLocal
Beyond its societal benefits, the Local Partners program has positively impacted StoreLocal’s business. By aligning its brand with community-focused initiatives, StoreLocal
Sponsored by
has enhanced its reputation as a socially responsible organisation. The goodwill generated through these partnerships has resonated with local communities, leading to increased customer referrals and heightened brand awareness.
StoreLocal’s social media following and engagement have also grown, thanks to periodic posts celebrating the success of the Local Partners initiative. By actively showcasing its involvement in community-building efforts, StoreLocal has positioned itself as a brand that truly cares about the people it serves.
Anecdotal success stories
The success of the Local Partners initiative is best illustrated through the stories of its impact. Clubs that were struggling to fund essential activities have been able to offer new coaching programs and equipment, fostering greater participation and inclusion. Volunteers have expressed relief at the reduced administrative workload, allowing them to focus on creating enriching experiences for their members.
One club even reported an uptick in sponsorship inquiries, directly attributing it to their association with StoreLocal. This kind of real-world impact underscores the value of the Local Partners program, not just for the organisations it supports but also for the communities they serve.
Additional benefits and future potential
While the Local Partners initiative was primarily designed to support community organisations, it has generated numerous ancillary benefits. StoreLocal has seen an increase in brand visibility and customer referrals, demonstrating how community engagement can be a powerful driver of business success.
Looking ahead, StoreLocal plans to expand the Local Partners initiative, building on its success to forge even stronger ties with local communities. With a full-time program manager and a proven model of engagement, the company is well-positioned to make an even greater impact in the years to come.
A well-deserved recognition
Winning the Community Engagement Award highlights StoreLocal’s dedication to making a difference. The Local Partners initiative is more than just a corporate program—it’s a testament to the company’s commitment to inclusion, integrity, and community support. By addressing real challenges and empowering local organisations, StoreLocal has set a new standard for community engagement in the self storage industry.
StoreLocal’s story is a reminder that businesses can be powerful agents of change, creating lasting value not just for their customers but for society as a whole. With the Local Partners initiative, StoreLocal has proven that community and commerce can go hand in hand, leaving an enduring legacy of positive impact. l
25 ways to maximise your membership in 2025
Make the most of your membership and access your benefits today:
Display your 2025 Certificate and Sticker to demonstrate your professional standards (your member certificate is available for download in the member portal)
State of the Industry 2024 1
2 3 4 5 6 7 8 9 10 11 12
Log in to your SSAA Member Portal to access a range of resources to support your business and operations and save the page to your favourites
Ensure you’re using the latest self storage agreement that’s right for your business and that the terms and conditions in your software and on your website are up to date.
Book a Self Storage Sense Check with the SSAA Team to review your processes and procedures
Read State of the Industry 2024 to learn about the current state and future potential for the sector, highlighting benchmark data and areas for you to focus on in 2025
Connect with StorerCheck to help identify problem storers and ensure you contact your software provider to turn on automations
Sign up for the SSAA Online Training modules designed specifically for self storage
Check your details on StorageFinder – an industry-owned platform to help prospective customers find storage
Got a tricky question?
Ask the Legal Help Desk for advice.
Implement the Domestic and Family Violence policy for your facility using the templates available in the Member Portal
Check out SIP and monitor your local market activity
Watch the Tech Talk Series to learn more about AI, data visualisation and cybersecurity
Explore the updated CSA Guidelines to help you operate your facility in line with the self storage agreement
Download the OHS resources and safe work practices for a refresher on how to make your workplace safe
View the recovery resources information for facilities impacted by severe weather events
Download the new Arrears Management Guide and accompanying templates and undertake a review of your arrears management processes
Review all the great content delivered at GC24 – videos and presentations are available in the member portal
Download the SSAA Cybersecurity and Information Management Guidelines and complete the checklists to create your digital action plan for the year ahead
Connect with experienced self storage suppliers via the SSAA Supplier Guide and/or online directory
Mark the 2025 SSAA event dates in your diary
Start thinking about your application for the SSAA Awards for Excellence
Keep your eyes on our e-news, STOReFLASH, for all the latest details on events and happenings around the industry (you can review previous editions in the member portal)
Service members, include us on your e-news and social channels so we can keep up to date and share your great work!
Engage with us on topical issues in your business to help inform our advocacy agenda
Get in touch and share how we can best support your business in 2025
Follow us on LinkedIn and Facebook for real-time updates throughout the year.
Facility vs centre: What’s in a name?
The self storage industry is all about solutions and lifestyle choices. It’s a business built around helping people find space for their belongings, offering services that align more closely with retail and hospitality than with health or infrastructure institutions.
So why do we often call our buildings “facilities”?
The term facility conjures images of correctional institutions, hospitals, and sterile, single-purpose spaces. While it may communicate security, it lacks warmth and personality—qualities that don’t reflect the self storage experience we all aim to deliver.
On the other hand, the word centre suggests something entirely different. Think of a shopping, wellness, or community centre— places where people gather, interact, and find solutions. It’s a term that conveys friendliness, versatility, and connection.
Reframing the self storage experience
Self storage centres are much more than rows of locked units. They’re modern, multifunctional spaces where customers can safely store their belongings while enjoying added conveniences. From advanced security and technology to truck rentals, merchandise, and even boardrooms, the best storage centres offer a one-stop-shop experience.
Many centres also have a strong community presence, participating in local events, sports, and charitable initiatives. They’re places where customers can grab a coffee, share their stories, and feel valued— not just as clients but as neighbours.
So, here’s the question: Would you visit a storage facility or a storage centre instead?
If you’re storing gold bullion, perhaps a facility sounds more
appealing. But for most customers— those storing household items, memorabilia, or furniture—a centre feels more inviting, relatable, and aligned with their needs.
A call for change
The recent State of the Industry report confirms that, household goods are the most commonly stored items. With this in mind, isn’t it time we rebranded our terminology? “Storage Centre” better reflects the customer-centric, community-focused ethos of the industry.
Wouldn’t it be great to move from “facilities” to “centres”?
What do you think? I’d love to hear your thoughts. Reach out to Liz or the SSAA, and let’s start a conversation about evolving the industry language to reflect the warmth and versatility the self storage industry offers. l
Liz Davies.
New Service Member: Storage Finance Co experts in self storage finance solutions
Storage Finance Co. is a specialist finance advisory and brokerage firm, providing tailored debt funding solutions for the self storage sector. Combining financial expertise with an in-depth understanding of self storage assets, the company supports operators and investors in achieving their financial goals and driving portfolio growth.
With extensive industry experience, Storage Finance Co. has structured funding solutions for many of Australia’s leading self storage operators and investor groups.
Under the leadership of Managing Director Mick Kuzmanoski, the firm has arranged and managed hundreds of millions of dollars in funding for both independent businesses and ASX-listed brands. Mick’s deep expertise as a self storage consultant ensures every client benefits from strategic, industry-specific advice.
As a member of the Self Storage Association of Australasia, Storage Finance Co. is committed to advocating for its clients and navigating the complexities of securing the best possible terms on debt solutions. The firm’s approach is centred on building a thorough
understanding of each client’s unique needs and project nuances, creating customised financial arrangements that foster long-term success.
Storage Finance Co. maintains a strong network of traditional and nontraditional lenders, as well as industry consultants, enabling the firm to deliver comprehensive solutions for acquisitions, refinancing, greenfield development, expansion, and large-scale projects.
The company’s mission is to empower self storage operators and investors by providing the expertise and resources necessary to realise their ambitions, ultimately contributing to the broader growth of the self storage sector. l
Contact: Mick Kuzmanoski Storage Finance Co storagefinance.com.au
e printing@homesteadpress.com.au www.homesteadpress.com.au
Dear Help Desk
In each edition of Insider this year, we’ll feature real questions from members — along with answers from the SSAA Help Desk Team. From operational challenges to industry best practices, learn from the challenges and experiences of others and gain valuable insights to navigate the evolving operations of self storage.
QCan the SSAA, self storage operators or a debt collector list defaulting storers with a credit reporting body to impact a storer’s credit rating?
The SSAA and self storage facilities are not classified as credit providers under the Privacy Act, which means we do not have the authority to report customers to credit reporting bodies or affect their credit ratings directly. Generally, credit providers are financial institutions or companies that are providing credit or goods/services where payment is deferred (such as urban utilities). Storage fees are generally paid monthly in advance, which is not technically considered a credit arrangement.
The primary mechanism available to operators to minimise arrears is the sale and disposal of the storer’s goods, and then documenting the details in StorerCheck. Generally, if the standard arrears process is followed, storage debt should be relatively contained. The SSAA has a new Arrears Management Guide available in the Member Portal which will assist operators in structuring a proactive arrears management process in line with the standard self storage agreement suite.
While a debt collection agency can be an effective way to recover owed amounts, engaging a debt collector does not automatically trigger a credit history entry. Additionally, several members have noted that fees related to collection services are generally higher than the debt itself. There are also administrative tribunal pathways available to resolve disputes, but these too can be a drain on time and resources relative to the debt owed.
Generally, a proactive approach to arrears management will be an operator’s strongest defence against debtors.
QWe have been served with a subpoena to produce documents for a Family Court matter. Do we have to comply?
When served with a subpoena, you must comply with it. Failure to comply may result in the Court issuing a warrant for your arrest and ordering you to pay any costs caused by non-compliance.
If you have concerns, you can object to the production of the subpoenaed documents. A person can object to the production of documents required by a subpoena for reasons such as:
l The documents are privileged (for example, documents which came into existence as a result of a lawyer/client relationship);
l The documents required are irrelevant; or
l The terms of the subpoena are too broad.
You can provide written notice of the grounds of the objection to the Court Registry before the specified production date. It is recommended that you seek legal advice if you wish to object to a subpoena.
If your facility is the subject of the subpoena, you are entitled to request funds from the issuing party to cover the reasonable costs of complying with the subpoena. If complying with the subpoena is likely to cause substantial loss or expense, you may contact the issuing party to estimate the costs of compliance and come to an agreement before complying with the subpoena.
Contact the SSAA Help Desk if you are served with legal documents for further guidance. l
As the Australian self storage industry grows, injury reporting and safety management have become essential priorities for operators. With evolving safety standards, stricter legislative requirements, and the increasing use of technology, staying on top of these trends is crucial for ensuring compliance and creating a safe environment for both employees and customers.
Injury reporting in New Zealand follows a similar framework; however, reviewing the relevant legislation to ensure your workplace health and safety reporting complies with the legal requirements is essential.
Growing importance of injury reporting and record-keeping
Accurate injury reporting and maintaining detailed safety records are more critical than ever. Self storage work, often involving manual handling and lifting heavy items, poses a high risk for musculoskeletal injuries.
According to the most recentt Key Work Health and Safety Statistics 2024:
l 76% of work-related traumatic injury fatalities and 61% of serious workers’ compensation claims occurred in just 6 industries, including warehousing.
l Falls from a height accounted for 15% of worker fatalities (29 fatalities).
l 80% of all serious claims involve Body stress, falls, slips and trips, Being hit by moving objects, or Mental stress.
The role of technology in injury reporting and safety
To address these risks, self storage operators are increasingly adopting
Industry trends in injury reporting and safety management
By Cleopatra S. Calokerinos, Senior WHS Consultant.
cloud-based digital injury reporting systems. These systems streamline injury documentation, improve accuracy, and ensure compliance with reporting deadlines. Realtime tracking allows operators to address safety concerns quickly and identify injury trends, helping refine safety strategies.
Safety management software is also being used to schedule audits, track employee training, and automate compliance checks. These tools help ensure consistent application of safety protocols, reducing the risk of noncompliance.
Legislative trends: Tightening compliance and reporting obligations
The Work Health and Safety Act 2011 (WHS Act) is central to injury reporting in the self storage sector. Under the WHS Act, operators must report serious injuries or dangerous occurrences to relevant authorities, such as SafeWork NSW or WorkSafe Victoria. Serious injuries include:
l Death
l Hospitalisation for more than 48 hours
l Loss of a body part or ability to use a body part
l Serious head injury or electric shock
Operators are required to report these incidents within 48 hours. Failing to comply can result in fines and legal consequences. As legislative requirements tighten, more self storage operators are recognising the importance of maintaining detailed injury records, conducting regular risk assessments, and staying up to date with regulatory changes to avoid penalties.
Data-driven safety
Data-driven decision-making is another key trend. By analysing injury data, self storage operators can identify high-risk areas and times, allowing them to proactively adjust safety measures accordingly and to improve overall workplace safety.
Staying ahead of industry trends
The trends in injury reporting and safety management within the Australian self storage industry are clear. With increasing emphasis on digital injury reporting, legislative compliance, and staff safety training, the industry is adopting more structured, data-driven approaches to safety management. By adopting digital systems for injury reporting, investing in training, and using data to inform safety strategies, you can reduce injury risks, improve safety outcomes, and ensure the long-term success of your self storage business. The future of self storage in Australia depends on operators prioritising safety in all operations. l
The OH&S Help Desk has been established by SSAA to support members with safety questions and concerns. Call 1800 067 313 (AU) or 0800 444 356 (NZ) or email membership@selfstorage.com.au to access the OH&S Help Desk.
Psychosocial health & safety
Psychosocial health and safety in the workplace refers to both the mental and emotional well-being of employees within an organization. It encompasses creating an environment that fosters positive mental health, minimizes harm, and supports employees in times of distress. All employers hold a positive duty to address and eliminate (so far as is practicable) psychosocial hazards within the workplace to provide a safe work environment.
What is a psychosocial hazard?
A psychosocial hazard is anything that could cause psychological harm, such as harm to someone’s mental health. Some psychological hazards include:
l High job demands
l Poor support in the role
l Poor physical environment
l Poor organizational justice
l Remote/isolated work
l Violence or aggression
l Bulling, harassment, sexual harassment
l Poor workplace interactions
What are some of the impacts of psychosocial hazards?
Whilst we are more familiar with the impact of physical hazards, such as musculoskeletal injuries, chronic disease or fatigue related injuries, we need to understand the impact of psychosocial hazards. Symptoms may include anxiety, depression, post-traumatic stress disorder or sleep disorders.
What can I do to comply with my positive duty?
Business owners and managers have a significant impact on an employee’s mental health and
“ All employers hold a positive duty to address and eliminate (so far as is practicable) psychosocial hazards within the workplace to provide a safe work environment.
need to ensure they are leading by example prioritizing and providing an environment that is free from psychological hazards. For example:
l Identify hazards – identify reasonably foreseeable hazards that could cause harm.
Ask yourself: What could be causing harm? Is anything creating a psychosocial hazard? What are the employees experiencing?
l Assess risks – assess the identified risk to determine what is reasonable to control the risk.
Ask yourself: What harm could arise from these hazards? How significant is the impact? How likely is this harm to occur?
l Control or eliminate risks –In the first instance, where possible, eliminate the risk. This is always the safest option, but if it isn’t possible, minimize the risk as much as possible through planning and prevention.
Ask yourself: What measures are in place to mitigate risk? How can I eliminate, or reduce the risk?
l Review hazards and control measures – Controls must be effective, fit for purpose, and implemented correctly. Controls
must also be reviewed and, if necessary, revised to ensure they remain fit for purposes.
Ask yourself: Are there any new risks or developments to hazards? Do further changes need to be made? Has the environment changed? Are the controls still effective?
Employers need to know what hazards there are within their business and drive positive change. To be able to do this, they need to find the source of the hazard and look at meaningful ways to eliminate or control the hazard. This all starts with good job design, with adequate support mechanisms in place for all employees.
What are the benefits?
There are many benefits of a mentally healthy workplace, for employees and employers. Strong psychological health and safety will see employees more focused and productive at work and promote higher employee engagement. Employers who provide an environment that fosters inclusivity, trust and a focus on wellbeing will benefit from a stronger organisational reputation, lower absenteeism and increased customer satisfaction – all positive outcomes for any business. l
If you would like any further information call the SSAA
Trends in the self storage industry: A 2025 perspective
Ethan Holden shares the trends he uncovered at GC24.
The self storage industry continues to evolve significantly, driven by changing consumer behaviours, technological advancements, and broader economic shifts. As we enter 2025, several trends are emerging that will shape the future of self storage. From smart storage solutions to environmentally sustainable practices, the industry is undergoing a transformation to meet the growing demand for convenience, security, and efficiency.
Technology integration and smart storage solutions
As technology continues to influence all sectors of business, the self storage industry is also embracing smart solutions. Many storage facilities are now offering features such as automated access control, smart locks, and real-time inventory management. Customers can access their units via mobile apps, check the status of their belongings remotely, and even receive notifications about changes in their unit.
Additionally, some storage companies are implementing artificial intelligence (AI) and machine learning for security purposes. AI-powered surveillance cameras can detect suspicious activity, improving security and offering peace of mind to customers.
Shift toward urban and highdemand locations
The trend toward urbanisation continues to fuel demand for self storage in city centres, where space is limited and rent is high. With apartment sizes shrinking and housing affordability becoming a significant issue, people are increasingly turning to self storage to accommodate their belongings. Urban areas are seeing a surge in the construction of self storage facilities,
often located in close proximity to residential neighbourhoods and commercial hubs.
Moreover, the increase of people living in apartments has further bolstered the demand for storage units, as individuals living in smaller spaces seek external storage options to house seasonal items, furniture, and personal belongings that do not quite fit in their home.
E-commerce and business storage
E-commerce has boomed, and with it, the need for businesses to store inventory. The self storage industry has responded to this trend by offering specialised services for small business owners, online retailers, and entrepreneurs. Many facilities now provide climate-controlled units, increased security, and flexible rental terms to meet the needs of businesses that require short-term or long-term storage solutions.
In particular, smaller businesses that do not have the space to store inventory within their retail or office locations are turning to self storage units as cost-effective alternatives to warehouse space. The ability to access inventory on-demand and the flexibility of month-to-month leasing make self storage a popular choice for e-commerce sellers.
Focus on sustainability and eco-friendly practices
As consumer awareness around environmental issues grows, the self storage industry is responding by adopting more sustainable practices. Many companies are integrating green building practices into their facility design and operations. This includes using energy-efficient lighting, employing renewable energy sources (such as solar panels), and reducing carbon footprints through more efficient construction and facility management.
“ From smart storage solutions to environmentally sustainable practices, the industry is undergoing a transformation to meet the growing demand for convenience, security, and efficiency.
Ethan Holden.
Additionally, some self storage operators are focusing on minimising waste by using eco-friendly packaging materials and promoting recycling programs for customers. Sustainable practices not only appeal to environmentally conscious consumers but can also lower operational costs, providing benefits for both operators and renters.
Increased focus on security features
Security remains a primary concern for self storage customers. As thefts and break-ins become more sophisticated, storage facility owners
are incorporating advanced security features to mitigate risks. Beyond traditional surveillance cameras and fencing, high-tech options such as biometric access, motion sensors, and 24/7 monitoring are becoming more commonplace.
Security measures are also becoming more customer-centric, with many facilities offering keyless entry via smartphone apps, real-time activity alerts, and secure digital payment systems. The integration of smart locks that can be remotely controlled or monitored adds an additional layer of convenience and protection for users.
Flexible and short-term rental options
The self storage industry is seeing an increasing demand for shortterm, flexible license agreements. As lifestyles become more fluid, individuals and businesses are seeking storage solutions that allow for easy transitions and no long-term commitments.
This trend is particularly appealing for people who may be moving, renovating, or temporarily relocating for work or travel. The ability to rent storage without being locked into a longterm contract is a significant advantage for both personal and business users.
Mobile storage solutions
The convenience is especially attractive to those moving, decluttering, or undergoing renovations.
Mobile storage companies are capitalising on the need for ease and flexibility, offering various container sizes and pick-up options. The appeal of not having to transport items to a facility personally is a growing trend, particularly among busy professionals and families.
As the self storage industry continues to evolve, the key trends driving its growth in 2025 are centred around technology, convenience, and customercentric services. From smart storage solutions and advanced security systems to sustainable practices, self storage providers are increasingly meeting the diverse and changing needs of their customers. As more people turn to self storage for both personal and business reasons, these trends will continue to shape the industry, ensuring its relevance in our ever-changing world. l
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.
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 or right latch mounting 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.
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.”
StorLogix Cloud, ProEdge gateway, and ProEdge subscription required. Contact PTI Sales for further information.
Your trusted partner - from concept to completion
Successful self storage projects don’t just happen. They’re the result of the hours, days, and weeks of effort that you invest to make them successful.
At Storco, we’ve seen almost every way a self storage project can be developed, so we know the players and we know the pitfalls. That’s why when you choose Storco, you’re not just getting a fit out manufacturer - you’re getting a partner who can bring your project to life.
Our expertise extends throughout the entire life of your project, from design to delivery.
Plus, our extensive network of industry experts means you’re never far away from getting the right advice.
Make sure your time and effort is spent wisely. For the right people, the right products, and the right advice, there’s only one name you need to know: Storco.
