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Insider

144

SEPTEMBER 2025

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

2025

INDUSTRY AWARDS OPEN

2024 Industry Award Winners

The rise of customer protection REVENUE MANAGEMENT Trans-Tasman transactions Metrics that matter

OPERATIONAL EXCELLENCE MEMBER UPDATES | OPERATIONS AND COMPLIANCE | TRADE DIRECTORY | DEAR HELPDESK

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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

10

8

Anthony Regis Regis Built, Victoria Elizabeth Rutland Monash Self Storage, Victoria

10

Thomas Whalan Rent a Space, New South Wales

12

Adrian Wylde All-Bay Mini Storage, Queensland

LIFETIME MEMBERS Mark Bateman

Sam Kennard

Frank Cooney

Paul McFadzien

David Blackwell Elaine Coote Liz Davies

Dallas Dogger

John Eastwood Simone Hill

Neville Kennard

Bob Marsh Jim Miller

Jon Perrins

Phil Robbie

Mark Snooks

Michael Tate

Richard Whalan

SSAA STAFF

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Priscilla Lee Member Relations

Anna Mortimer Marketing Communications Manager

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!

14

14

38 REGULARS

4 CHAIRMAN’S REPORT 6 CEO’S REPORT 40 OH&S: Building a safety

culture to drive operational excellence

41 HR: When contractors

aren’t really contractors

42 LEGAL: Choosing the right specific terms for your storage agreement

43 DEAR HELP DESK 44 TRADE DIRECTORY 46 NEW MEMBERS 47 NEW SERVICE MEMBER

16 18 21

22 24 26

REVENUE MANAGEMENT AND DYNAMIC PRICING Smarter pricing, stronger returns TRANSACTION NEWS Trans-Tasman transactions signal confidence in sector SELF STORAGE PERFORMANCE INDICATOR (SSPI) CUSTOMER PROTECTION PLANS The rise of customer protection MANAGEMENT METRICS Metrics that matter STORERCHECK EXPANDS REPORTING GOOD GOVERNANCE AND COMPLIANCE Storage agreement updates: Is your facility compliant?

ONLINE AUCTIONS GETTING AHEAD OF ARREARS Why every facility needs a proactive process SSAA AWARDS FOR EXCELLENCE 2025 Nominations are now open

SSAA AWARDS FOR EXCELLENCE 2024

29 EXCELLENCE IN INDUSTRY FINALISTS / WINNER 34 SERVICE MEMBER OF THE YEAR FINALISTS / WINNER

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.

SEPTEMBER 2025 | INSIDER 144

4 | CHAIRMAN’S REPORT

Michael Alafaci Chairman SSAA

I

’m writing this after attending a spirited Brisbane networking event, which was the fourth in our recent series of facility tours and meet-ups. I’m always inspired by sharing of ideas, collegial support and pockets of innovation in our sector. Some of our suppliers even made it to all four events! A great show of support and commitment to the industry.

Trans-Tasman transaction news has fueled industry discussions of late, with major announcements from Kennards, Swift Storage and Abacus Storage King, all reported in this edition. These developments signal a shift in scale and ambition across the sector and are giving rise to important conversations about the future of self storage.

Planning for SYD25 is well underway with the program almost finalised and an incredible line-up of speakers ready to take the stage this November.

I am especially looking forward to hearing from Anders Sormen-Nilsson, whose session promises to spark fresh thinking and great discussion.

Of course, one of the true highlights of our Convention week is the SSAA Awards for Excellence, proudly presented by VISY Boxes and More. These

“

I’m always inspired by sharing of ideas, collegial support and pockets of innovation in our sector. awards recognise the best and brightest across our sector, from independent operators and major facilities, to service providers and rising stars.

Whether you’re a seasoned entrant or submitting for the first time, I encourage you to get involved.

This year you will see refreshed categories that capture the growing diversity of our sector. With 10 categories on offer, there’s space to celebrate big ideas, hard work and standout achievements right across the board.

You’ll find all the details on how to enter in the following pages, including some insider tips from one of our esteemed judges, Susan Phillips.

Entries close early September, and finalists will be announced in the lead-up to our Gala Dinner on Thursday 13 November in Sydney. As Susan says – if you haven’t started your nomination, start NOW. I look forward to seeing your stories and celebrating our industry’s achievements together at SYD25. l

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6 | CEO’S REPORT

T

Makala Ffrench Castelli CEO SSAA

his issue of Insider puts a spotlight on operational performance – the numbers behind strong facilities, the systems that support them, and the people who make it all work. It’s a bumper issue and one our operators always look forward to for practical insights and actionable strategies for day-to-day management.

Inside, you’ll find guidance on managing arrears and tracking performance metrics, along with a closer look at how leading businesses are building scale in a competitive market. We’re also pleased to introduce the new StorerCheck Facility Incident Report, a valuable tool to support better risk management.

Excitement is building as we count down to SYD25 and there’s plenty to look forward to. This year’s Convention is designed to support both small and large operators across four days of workshops, plenary sessions, facility tours and practical break-outs. Running alongside is a standout calendar of social events including a welcome party aboard The Jackson, a day on the green, NextGen networking drinks and the Awards for Excellence gala dinner.

A big thank you to our dedicated partners, sponsors and exhibitors who have secured their spots for SYD25 – your support helps us deliver an event that gets better every year. This Convention is no exception and our trade show is shaping up to be the biggest yet, with a full floor of exhibitors bringing their latest tech, tools and expertise to the Hyatt Regency in Sydney.

Whether you’re a long-time delegate or attending your first SSAA Convention, we’ve made it easy to tailor your experience. Choose the sessions that matter most to you, or opt in for the full program and soak it all up. Discounts are available for group bookings, so it’s a great opportunity to bring the wider team along.

Operational excellence is a foundation of long-term success in self storage, and this issue captures the tools, trends and tactics that are helping our members lead the way. We look forward to exploring those ideas even further in person this November as the industry comes together at SYD25 – four days of learning, connection and big-picture thinking in one of the world’s most iconic cities.

We look forward to seeing you there! l

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8 | REVENUE MANAGEMENT AND DYNAMIC PRICING

Revenue management : Smarter pricing, stronger returns As the self storage industry continues to mature, adopting automated, data informed and price-driven strategies, will become a key part of modern revenue management.

F

or the first time, the SSAA’s State of the Industry 2024 report surveyed operators on the implementation of revenue management strategies across their business. The methods were varied, and while the majority of operators still apply consistent percentage or dollar increases to each customer (35%), or set dollar increases across the board (26%), a growing number are leveraging technology.

Sixteen percent of operators use features or custom rules within their self storage management software to automate rental increases, and 13% are now using specialised revenue management software to drive operating performance.

Other approaches include tailoring storage fee increases to individual customer circumstances (e.g. length of stay) or local operating conditions such as new supply and competitor pricing. The report also revealed that regional operators are less likely to implement regular rate increases, whilst larger and major operators are adjusting rates at least every 9-12 months, and in many cases more frequently.

As the self storage industry continues to mature, adopting automated, data informed and price-driven strategies, will become a key part of modern revenue management.

One of the most effective tools emerging across the sector is

INSIDER 144 | SEPTEMBER 2025

“

Whether you’re using Excel, in-built tools or AI platforms, adopting dynamic pricing should both drive revenue and provide operational efficiencies.

dynamic pricing – the use of technology and real-time data to adjust rates based on market demand, occupancy trends, seasonality and competitor activity.

Long used in sectors like air travel, hospitality and online retail, we are now starting to see self storage facilities of all sizes embrace dynamic pricing strategies, to maximise revenue and better navigate fluctuating market conditions.

Early adopters, including larger multi-site operators and REITs, have embedded automated, data driven pricing intelligence in their business models. Independent operators are leveraging modules within self storage operating software to stay competitive and streamline pricing decisions. Dynamic pricing allows businesses to better align price with value. It can help operators optimise occupancy and manage unit inventory – varying price by unit

size, type, or location within a facility – getting maximum value from highdemand units while keeping other spaces filled.

Adopting dynamic pricing also enhances operational efficiency.

Automated tools reduce the manual workload for staff and minimise the risk of overlooking underperforming units or undervalued inventory.

Operators can also build in seasonal pricing logic, respond to promotional windows, or track how small adjustments impact conversion and retention.

Of course, dynamic pricing isn’t without its challenges. Price fluctuations must be clearly communicated to avoid confusing or alienating customers. Systems need to be well-integrated and actively managed. Overreaction to competitor pricing can lead to a race to the bottom, and not every pricing rule will hit the mark – so testing and refinement are essential.

Successful implementation comes down to selecting the right approach for your business, taking the time to develop the right parameters for the facility and consistently applying dynamic pricing before evaluating and improving the methodology.

Whether you’re using Excel, in-built tools or AI platforms, adopting dynamic pricing should both drive revenue and provide operational efficiencies. l www.selfstorage.org.au

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10 | TRANSACTION NEWS

Trans-Tasman transactions signal confidence in sector A wave of transformational deals in both Australia and New Zealand are reshaping self storage, with global and local players moving fast to secure market share.

A

ustralian self storage operator Swift Storage has secured a significant boost to its national growth ambitions, following a major investment from global heavyweight Barings. The deal, estimated at around A$200 million, gives Barings a majority stake in both Swift’s operating business and real estate assets, and signals a rising wave of institutional interest in the sector.

Founded in 2022 by USS Funds Management, Swift has quickly carved out a distinctive position in the market with its fully contactless, drive-up storage model. Built for digital convenience, Swift’s facilities are solar powered, remotely managed and designed for online self-service – a high-tech, customer-centric offering that sets it apart from more traditional operators.

Sam Kennard – Kennards Self Storage and Caroline Plowman National Mini Storage.

INSIDER 144 | SEPTEMBER 2025

The Barings investment will support Swift’s next phase of expansion, which includes five new facilities currently under construction and a growing pipeline across major regional and urban centres. According to co-founder Jonathan Perrins, the deal validates Swift’s model and paves the way for national scale. “Swift is now a proven concept that has been well received by customers,” he said. “It is ready to be scaled into larger centres in major urban and regional markets.

Swift’s future with Barings is a great fit alongside their extensive real estate investment and development expertise.”

Importantly, the move reflects growing institutional appetite for the self storage asset class. Once dominated by private and family-run operators, the sector is rapidly evolving, with strong underlying fundamentals fuelling interest from global capital.

Barings’ entry follows a string of high-profile moves by other global investors. In recent months, BlackRock bought a controlling interest in StoreLocal, the country’s fourth-largest operator, and at the time of writing, Abacus Storage King had granted a six week due diligence period to Ki Corporation and Public Storage consortium, for the revised proposal to acquire the company for $2.2 billion.

Beyond global investment, major domestic players have also seized the opportunity to consolidate and scale, by capitalising on what remains a highly fragmented market.

Australian family-owned and operated Kennards Self Storage has expanded its presence in New Zealand with the strategic acquisition of Auckland-based storage operator National Mini Storage.

The transaction increases Kennards’ network to 126 locations across Australia and New Zealand, and lifts its market value above $4 billion.

The acquisition, which followed a competitive on-market campaign run by KPMG, signals an

“

Once dominated by private and family-run operators, the sector is rapidly evolving, with strong underlying fundamentals fuelling interest from global capital. www.selfstorage.org.au

important shift in maturity for the New Zealand sector and also the broader Trans-Tasman market.

Kennards acquired National Mini Storage’s full portfolio including 13 Grade A operating locations, with 11,272 storage spaces across 99,247 square metres, and one development property. The portfolio still offers a significant proportion of additional build-out and rent-up opportunities.

Sam Kennard, CEO of Kennards Self Storage, said he was delighted to secure the National Mini Storage portfolio. “It is an iconic Auckland brand and exceptionally well located and developed portfolio,” he said.

“The strong locations have been very well developed to provide customers a superior experience, setting a high water-mark for quality and service.”

National Mini Storage was established in 1991 after its founders visited Australia and were inspired by a storage concept there. Their first facility was developed on land acquired in Penrose, marking the beginning of a steady and strategic expansion. Over the next three decades under the guidance of Paul McFadzien, the company patiently built a strong presence, acquiring and developing locations across Auckland. Today, National Mini Storage stands as the leading metropolitan storage operator in New Zealand’s largest city.

National Mini Storage CEO Caroline Plowman said she was proud to see the assets transition to another privately owned family enterprise. “It’s been a real privilege to work with National Mini Storage over the past eight years. The culture has always encouraged empowered leadership, with a clear focus on building a high-quality, professional, and well-regarded business.

It’s easy to see why Kennards Self Storage are drawn to it – they share similar values and vision. With its strong metropolitan presence, the business is a natural fit for them,” she said.

Kennards Self Storage first entered the New Zealand storage market in 2007 with a portfolio acquisition across the north island, including properties in Hawkes Bay, www.selfstorage.org.au

“

The transaction increases Kennards’ network to 126 locations across Australia and New Zealand, and lifts its market value above $4 billion.

Tauranga, Wellington and Palmerston North.

Since Sam Kennard joined the company in 1991, the portfolio has grown significantly. Sam said the business had always favoured land acquisitions and the development of new centres as part of its growth strategy, rather than the acquisition of existing operating centres. “We have very particular location attributes and development quality requirements,” Sam said.

“Development enables us to build a superior product providing a better customer experience.”

Sam said National Mini Storage’s shared vision on site attributes made it a very compelling opportunity. “The National Mini portfolio possessed the same regard for asset quality and superior location selection that we value,” he said.

“The additional build-out and rent-up is also something we understand and can execute.”

While self storage has become an increasingly attractive asset class, high quality portfolio transactions such as this are very rare, particularly in Australia and New Zealand, where it can take decades for an investor to acquire, develop and rent-up a portfolio of prime sites.

“This portfolio represents a generation of entrepreneurial endeavour, risk and hard work” Sam said.

“There are no shortcuts to creating a high-quality portfolio.

To do so would require concessions on quality or paying a premium for land and then endure lower returns.”

On completion, New Zealand will account for 18% of Kennards total rentable area across 24 locations – a sizeable foothold in a market that is rapidly gaining attention from both institutional and private investors. l

SEPTEMBER 2025 | INSIDER 144

12 | SELF STORAGE PERFORMANCE INDICATOR (SSPI)

Performance holds firm amid shifting market dynamics

Cushman & Wakefield Self Storage Performance Indicator (SSPI)

In brief: market summary

The current Self Storage Performance Index (SSPI) data shows that occupancy has continued to trend back toward pre-COVID levels, while revenue has remained largely on an upward trajectory. As a result, revenue per available metre (RevPAM) growth is softening across most markets, with revenue increases no longer strong enough to offset the impact of declining occupancy.

Now in its fifth year, the Cushman & Wakefield SSPI provides the most extensive dataset on established self storage markets in Australia and New Zealand. Drawing on operating figures from over 270 established facilities, the Index delivers the clearest snapshot of current market conditions and serves as the benchmark tool of choice for owners, operators and investors on both sides of the Tasman.

By monitoring average storage fee rates, occupancy, unit mix and Net Storage Area (NSA) utilisation, concessions, arrears and the key operator metric,

Revenue Per Available Metre (RevPAM), the SSPI supports accurate market valuation, underpins forecasting and highlights emerging trends.

Results for the six months to March 2025 were mixed.

Brisbane posted broad based gains, with RevPAM increasing by 3.9%, and Perth extended its long term growth trend. Most other markets recorded softer occupancy, with Melbourne showing the largest decline.

The data points to a sector that is normalising from its post pandemic highs while fundamentals remain sound and regional performance continues to diverge.

Fee rates holding ground

Occupancy normalising

Average storage fee rates edged higher in four of the six tracked markets over the six months to March 2025. Perth again led the market with a 3.0% lift, Brisbane followed at 1.6%, and Auckland and Melbourne posted modest gains of 0.3% and 0.1%.

Adelaide slipped 0.8%, while Sydney eased 1.0%, leaving the Trans-Tasman picture one of uneven yet broadly resilient pricing.

INSIDER 144 | SEPTEMBER 2025

Occupancy continued to ease over the six months to March 2025, underscoring a market still normalising.

Melbourne posted the sharpest fall at 3.5%, Perth and Sydney each edged down 1.3%, Auckland fell 1.2% and Adelaide eased 0.3%. Brisbane bucked the trend with a 2.0% rise. The broader decline mirrors the after effects of earlier record fee increases, growing competition and mounting cost of living pressures that are trimming discretionary demand for storage space. www.selfstorage.org.au

Average Storage Fee Rate ($/m² p.a.)

Six Month Change

Occupancy (by area)

Six Month Change

RevPAM (/m² p.a.)

Six Month Change

Adelaide

$306

-0.8%

85.8%

-0.3%

$262

-1.2%

Auckland

$371

0.3%

82.5%

-1.2%

$299

-4.4%

Brisbane

$363

1.6%

83.9%

2.0%

$298

3.9%

Melbourne

$389

0.1%

80.3%

-3.5%

$312

-3.9%

Perth

$377

3.0%

81.9%

-1.3%

$302

0.9%

Sydney

$445

-1.0%

84.0%

-1.3%

$371

-2.7%

RevPAM levels out

RevPAM remains the clearest indicator of asset level health. In the six months to March 2025, gains were limited to Brisbane, up 3.9 %, and Perth, up 0.9 %. Every other monitored market slipped, with Adelaide down 1.2 %, Sydney 2.7 %, Melbourne 3.9 % and Auckland 4.4 %. These mixed outcomes again suggest the sector has moved beyond its post COVID surge and is settling into a more mature phase.

Looking ahead, moderating fee rates should help occupancy edge higher, setting most markets up for steady, demand led RevPAM growth. While the outsized post COVID gains are unlikely to return, ongoing population growth and urban densification point to a reliable, sustainable outlook for the self storage sector.

Long-term outlook

Core drivers remain favourable. Net migration, smaller dwelling sizes and ongoing remote work habits are keeping demand for storage resilient. Meanwhile, higher land and construction costs are slowing the supply pipeline, supporting occupancy and pricing in established facilities.

Queensland appears well placed for above average fee growth, given its pricing gap to southern markets and continued population inflows. Western Australia still has room to lift occupancy, a trend that should flow through to stronger RevPAM. As the sector moves into a more mature phase, the emphasis is shifting from headline growth to stronger operations, dynamic pricing and asset optimisation. SSPI data provides owners, operators and investors with clear metrics to benchmark performance, assess risk and decide when to expand, acquire or divest with greater confidence. l www.selfstorage.org.au

“

SSPI data provides owners, operators and investors with clear metrics to benchmark performance, assess risk and decide when to expand, acquire or divest with greater confidence.

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SEPTEMBER 2025 | INSIDER 144

14 | CUSTOMER PROTECTION PLANS

THE RISE OF CUSTOMER PROTECTION We chat with the team at Roomia Self Storage about their implementation of StoreProtect and how it’s delivering value on both sides of the counter.

A

s the industry grows and operational models evolve, customer protection is fast becoming a core part of the self storage value proposition.

For years, the standard model relied on traditional insurance, offered either directly or through thirdparty providers. The complexity of insurance regulations, policy availability and customer confusion about what’s covered, has opened the door to more customer-centric options following advocacy work by SSAA. Non-insurance customer protection plans have emerged as purpose built, industry specific alternatives to protecting customer’s belongings. They offer a simpler way for customers to protect their goods, and a smarter, easy to manage revenue stream for operators.

StoreProtect in particular, has made it easy for facilities to embed extended liability protection into their day-to-day operations, giving customers confidence

INSIDER 144 | SEPTEMBER 2025

and operators a new layer of value-add without the regulatory headaches of traditional insurance. It’s a model that’s quickly gaining traction across Australia.

Roomia Self Storage in Australia was an early adopter of StoreProtect. The multi-facility business offers customers an easy opt-in contents protection when renting units. The program is low-cost for customers, starting around $2.50 for $1,000 coverage and scalable up to $100k coverage.

Roomia Head of Marketing Kathy Swaffer said the business had chosen to offer StoreProtect as part of their customer protection plan because customers were asking for it. “We kept hearing the “what if” questions,” Kathy said. ““What if there’s a break-in?”, “Am I covered if there’s a fire?” Customers want to know that if the unexpected happens – theft, storm damage, or a leak from the unit next door – they’re looked after.”

Kathy said StoreProtect was a natural choice for Roomia because the product aligned closely with the business’ brand values and reflected their broader customer care philosophy.

“StoreProtect has strengthened our customer experience and brought our brand promise to life in a really practical way,” she explained. “It’s become a clear point of difference for us and reinforces the message that we’re not just another low-cost provider – We’re a thoughtful, human business that genuinely looks out for our customers.”

The operator’s approach to sales and staff training is simple: it’s about care, not upsell and focuses on offering customers extra peace of mind. www.selfstorage.org.au

“

Customer protection plans have emerged as purpose built, industry specific alternatives to protecting customer’s belongings.

Operations Manager, Mark McPhee, said offering StorePtotect had become a natural part of Roomia’s onboarding process, supported by simple system prompts, clear signage, and confident conversations from their team. All staff offer StoreProtect as a standard part of the move-in experience, using clear, friendly language and transparency around how it works and what it covers.

The team are trained to introduce the product naturally with prompts like, “Let me walk you through how we help protect your items.” And the key message is always about customer care.

This training has helped staff feel more confident handling customer concerns and eliminated uncertainty when the topic of liability arises. It’s also brought continuity across Roomia’s nine facility locations.

“When the message is well embedded and staff feel confident explaining the offer, we’ve seen a consistently strong customer uptake of around 50%,” said Mark. “Which is a healthy start for such a new product”.

The product sales and marketing is activated through a combination of tools: l Visual signage in high dwell areas like lifts and reception areas to keep the message front-of-mind l Booking system prompts to ensure consistent team messaging l Clear explanations during onboarding – highlighting how StoreProtect works, what it covers and how it differs from home insurance l Customer support through FAQs on Roomia’s website, reminders in welcome emails and via SMS. www.selfstorage.org.au

Over time and with the support of the StoreProtect team, Roomia has also introduced point of sale marketing that prompts existing customers to opt-in.

Beyond the customer, Mark said StoreProtect had delivered measurable commercial value for Roomia. “It generates recurring revenue with minimal operational effort, improves unit economics, and adds to revenue diversification,” he said.

“In the past six months, we’ve seen 15% growth in optins and a noticeable uplift in customer satisfaction.”

From an operational point of view, Mark said implementation had been straightforward and incredibly effective.

Roomia launched StoreProtect at one location to pilot the product and allow the team to fine-tune delivery, before rolling it out across their entire network in phases.

“A key benefit of this product was that it didn’t require complex structural or tech changes – just clear communication, alignment across frontline staff, and follow-up coaching,” he said.

Within weeks, StoreProtect became a natural part of the business, embedded in workflows and customer conversations. It now forms part of Roomia’s playbook for scaling other value-add services.

“The result is a scalable model that enhances both customer experience and commercial outcomes,” he said. “StoreProtect has helped streamline onboarding, reduce ambiguity for staff, increase our average revenue per unit (ARPU), and help us build a scalable playbook for future value-add services.”

For operators looking to grow their businessand deliver on brand promises, protection plans like StoreProtect can offer a strategic advantage.

“Ultimately, the appeal lies in its simplicity”, said Mark. “For the customer, StoreProtect is a transparent, no-fuss solution at a time when they may already be juggling stress or change. For the operator, it’s an easyto-implement value-add that builds revenue, boosts retention, and reinforces brand trust.” l

SEPTEMBER 2025 | INSIDER 144

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y

me

16 | MANAGEMENT METRICS

Management metrics that matter

Other income

Other Income relates to income generated in addition to storage fees, including merchandise sales, insurance sales, late fees and other Management metrics provide the operational intelligence administrative or ancillary charges behind a facility’s financials. For owners and investors, such as cleaning fees, late fees, these operational indicators can provide critical insights vehicle hire fees etc. into the health of your business. To truly understand A snapshot of the 50 facilities across Australia and New Zealand performance and drive growth, operators need a clear reveals this category is under view of what’s happening behind the numbers.

OPERATING pressure METRICS and | SSAA State ofInthe Industry 2024 in decline.

2022, Other Income represented 6.4% of gross revenue. By 2024, that figure had dropped to just 4.0%, suggesting n the 2024 State of the Industry, urgent works in a tighter economic that operators may be missing the SSAA analysed data from 50 climate. Merchandise spend is opportunities to maximise this self storage operators1 of varying also down, in line with a drop in revenue stream. merchandise sales (as explored facility size and location, across Merchandise sales have fallen further in the next section).

Australia and New Zealand, to OPERATING METRICS || SSAA State of OPERATING METRICS SSAA State of the the Industry Industry 2024 2024 OPERATING METRICS | SSAA State the Industry byofaround 13% 2024 since 2022, aligning Overall, operating expenses now benchmark operational indicators with anecdotal reports a tougher represent 33.8% of gross revenue OPERATING of success within the industry. This METRICS | SSAA State of theofIndustry 2024 retail environment – particularly (including management fees), or article explores four management FY23 Income asSplit big box retailers move more 27.7% when management is Other excluded, metrics we believe are vital to the aggressively into the packaging highlighting the importance of close performance of your self storage market. Encouragingly, late fee cost control in today’s market. business. These insights can provide a clear window into how efficiently and sustainably a facility is being Breakdown 21.6% Breakdown of of Operating Operating Expenses Expenses Breakdown of Operating Expenses run, so that you can achieve a more 31.1% Breakdown of Operating Expenses profitable storage operation.

28%

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Operating expenses

Staff Costs

28% 30% 31%

Staff Costs Costs Staff Staff Costs

10.8%

28% 30% 31%

28% 30% 30% 31% 31%

expenses are one of the ch taking aOperating different approach ch different approach 6% achtaking amost closely watched metrics in self 6% 6% Advertising s analysis shares expenses from aking a different approach 6% sfrom analysis shares expenses from Advertising 6% 6% storage. They directly impactAdvertising net 6% 6% on, average alysis shares expenses from Advertising 6% 6% on, combining combining average 6% operating income and reveal how 6% combining average alia and New Zealand. alia and New Zealand. a facility is being run. While efficiently 18% 18% 36.5% 18% and New Zealand.

Rates & & Taxes Taxes every operator may take a different 20% 18% Rates 20% Rates & Taxes 20% average average 23% Rates & Taxes approach to spending, the State of 20% 23% 23% age in FY23 is attributed to orded 23% orded in FY23 is attributed to the Industry 2024 revealed some o th inacross ed FY23 is most attributed tomarkets.

19% Other ded Merchandise Insurance Late Fees 19% trendsmarkets. across facilities. ded across clear most major major 19% rkets.

Management Costs Costs 18% 19% across most major markets.

Management 18% e Management Costs 18% Three core and largely Management Costs 18% 18% 18% ely to to be be positively positively impacted byStaff, Rates & 18% ely impacted by unavoidable costs; ed by 18% to be positively impacted by larly among among larger operators.

Taxes, and Management Fees, now larly larger operators.

4%Income Split FY21 Other ors.

4% y among larger operators.

4% 4% 3% Electricity account for 72% of total expenses, up Electricity 3% Electricity 3% Electricity a 3% s year, coincides a 2% sa year, which which coincides with a from 67% in with 2022.

2% h 2% ar, which coincides with a OPERATING METRICS | SSAA State of the In 2% he following page).

While staff costs top the list as he following page). ollowing page).

4% 4% 4% the highest expense item for the 4% Merchandise 4% Merchandise 4% ed to repairs and maintenance Merchandise 4% Merchandise 4% ed to repairs and maintenance average self storage facility, the most nce of repairs and maintenance 24.2% 3% 3% 3% 3% significant increase in FY23 was seen 10% in Rates and Taxes, which spiked 10% 10% 10% 44.3% being Staff, Rates & Taxes and Repairs & Maintenance 7% being Staff, Rates & Taxes and Repairs & Maintenance across most major markets.

7% ng Staff, Rates & Taxes and and Repairs & Maintenance Repairs & Maintenance 7% 7% 5% up from 67% in and 64.5% in 5% contrast, electricity costs are up inIn2022 2022 and 64.5% in 5% rom 67%67% in 2022 and 64.5% in .5%from in 6.1% 5% trending down, likely reflecting 4% 4% 4% 4% the adoption of more sustainable Insurance 6% Insurance Insurance 6% 6% Insurance 6% es reflect 6% es eflect reflect initiatives – particularly among 6% 6% 6% management). larger operators investing in energy anagement). management).

FY23 Other Income Split 25.5% 8% 8% efficiency.

8% 8% Other 8% Other Other 8% 8% Spending on repairs and Other 8% 2020 2022 2024 2022 7% 2020 2024 2022 2024 7% 2020 2022 20242020 7% es, including 7% maintenance appears to be tapering off, especially among established Merchandise Late Other tive or ancillary 0% 5% 10% 15% Fees 20% 25% 30% 35% 0% 5% Insurance 10% 15% 20% 25% 30% 35% 25% 30% 35% 5% 10% 15% 0% 20% 5% 25% 10% 30% 15% 35%20% 21.6% sites, possibly as operators defer non- 0%

es etc.

INSIDER 144 | SEPTEMBER 2025 m Other Income

31.1%

www.selfstorage.org.au

10.8%

44

FY23 Other Income Split Income Split FY23 Other FY23 Other FY23 Other Income SplitIncome Split

FY23 FY23 Other Other Income Income SplitSplit TRICS | SSAA State of the Industry 2024

23FY23 Other Other Income Income SplitSplit 21.6%

21.6%

31.1%

TRICS | SSAA State of the Industry 21.6%2024 21.6% 21.6% 21.6%

21.6% 21.6%

% 10.8%

31.1%31.1% 10.8%

10.8%

10.8%

10.8%

0.8%

plit

31.1%

31.1%31.1%

36.5% 36.5%

36.5%

36.5%

36.5%

36.5%

Merchandise Insurance 36.5% 36.5% Merchandise

“

For operators looking to boost revenue 31.1% without increasing rents, 31.1% Other Income remains a valuable and often underleveraged lever.

Human capital

Staffing may be lean in self storage, but it remains one of the most important (and costly) resources to manage. Tracking human capital metrics helps operators strike the right balance between service quality, efficiency, and labour costs.

Across the 50 facilities analysed, staffing levels remain stable, averaging 0.33 full-time equivalent (FTE) staff per 1,000 sqm of Net Storage Area (NSA) – consistent with 2022, and slightly down from 2020. Staff ratios ranged from 0.24 to 0.36 FTE per 1,000 sqm, reflecting differences in facility size and operational models.

As expected, larger facilities tend to be more operationally efficient, supporting lower FTE levels due to scale and systems. Smaller sites, on the other hand, may require more hands-on support, particularly where automation or remote management has not been fully adopted.

As labour continues to be one of the top three operating expenses, understanding and optimising staffto-space ratios will remain critical to long-term performance.

ARREARS | SSAA State of the Industry 2024 When asked about future workforce requirements, 69% of ARREARS | operators anticipated their staffing requirements would stay the same.

40% of operators expect wage costs to increase, emphasising the need for efficiency gains in other areas. l

revenue – under the industry best

practice of 5%. At the same time, the Late Other Fees Other

Insurance Late Fees

average arrears rate has increased Other to 3.44% in 2024, up from 1.28% in FY21 Other FY21 Other Split Income Split 2022 – influenced in part by a small e Insurance Insurance Late Late Fees FeesIncome Other Other 1.1% number of facilities reporting arrears FY21 Other FY21 Other Income SplitIncome Split FY21FY21 Other Other Income Income Split Split exceeding 10%.

TRICS |Other SSAA State the Industry 2024 21FY21 Other Income Income Splitof Split Across the board, 43% of operators reported a slight increase in arrears, 1.1% 24.2% 24.2% and encouragingly, 20% achieved a 24.2% 24.2% 24.2% 24.2% reduction in arrears through more 44.3% 44.3% proactive management strategies, 4.2% 24.2% 44.3% 44.3% 44.3%6.1% 6.1% 44.3% including automation and stronger arrears follow-up.

44.3% 44.3% 6.1% 6.1% %6.1% From the customer’s perspective, .1% we can see the impact of a 25.5% 25.5% challenging economic climate. One te Fees Other 25.5% 25.5% 25.5% 25.5% in five self storage users (22%) has plit missed at least one payment, while 25.5% 25.5% Merchandise Merchandise Insurance Insurance Late Fees Late Other Fees Other a further 9% report struggling to pay lit Fees te Other Insurance Fees Other on time. Fee sensitivity has become Merchandise Insurance Late Fees Late Other dise Insurance InsuranceMerchandise LateLate FeesFees Other Other a key issue and is the single biggest 44 44 se Insurance Insurance LateLate FeesFees Other Other driver of move-outs. One in four 44 44 experienced 44 44consumers who lit 1.1% (28%) a rate rise said it was the reason they 44 44 moved out of their storage unit. income has increased by 4.8%, To help mitigate arrears, indicating a more active approach 44.3% many operators are turning to to arrears management by many autopayment solutions, with 69% operators. of operators offering autopay and Traditionally, merchandise sales another 6% planning to implement have contributed the lion’s share 44.3% it or other autopayment methods. of other income. But with that now 1 This analysis shares expenses from a range of Nearly 40% of facilities are now in decline, insurance sales are operators varying in facility size and location, operating cashless, with cheques playing a larger role, buoyed by combining average expenses from 50 self storage facilities across Australia and New Zealand. increasingly phased out. signs of recovery in what has been te Fees Other a challenging customer goods Operator Reported Arrears Trends insurance landscape. ate Fees Other For operators looking to boost Operator Reported Arrears Trends lit revenue without increasing rents, Other Income remains a valuable 20% 44 ate Fees and Other %) reporting often underleveraged lever.

Insurance Merchandise Insurance Late Fees plit se Insurance Insurance Merchandise LateLate FeesFees Other Other

Late Fees Other

d Arrears

ontrol despite climate

Payments and arrears h the majority of operators (36%) reporting In a margin-sensitive environment, ue.

44 ntage does

staying on top of payments .28% in managing arrears with a 44.3% st practiceand to ensure this percentage does combination of technology and 2024 was 3.44%, a decline from 1.28% in proactive engagement, remains ors reporting arrears of >10%. ange (32%) essential. e in arrears. From an operator perspective, a slight increase orlargely no change arrears(43%) remain under(32%) control, with 36% of reporting from 20% resulting inoperators a decrease in arrears. arrears of less than 2% of gross

32%

20% No change in arrears

32% A slight increase in arrears

5% 5%

A significant increase in arrears Decrease in arrears

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A signific

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43% 43%

Autopayments Fees www.selfstorage.org.au Other fate a high SEPTEMBER 2025 | INSIDER 144 has been in roader economic challenges of a high 69% of operators offer autopay Autopayments solutions, with a further 6% currently considering lty paying

18 | STORERCHECK EXPANDS REPORTING

MS Coated swatches, values taken from the Pantone website.

StorerCheck expands reporting with facility incident reports

S

torerCheck has become an important source of industry intelligence, with more than 150,000 searches conducted each year. Designed to help operators make more informed decisions before entering into a Storage Agreement, the purpose-built database allows members to identify storers involved in past incidents, such as defaulted payments, abandoned goods, or storage of dangerous or illegal items. By flagging these issues early, StorerCheck can help facilities avoid known risks and protect their sites, staff and reputation.

The level of criminal activity targeting self storage facilities has grown more complex in recent years. StorerCheck has evolved alongside these challenges, providing members with timely, targeted intelligence to help safeguard their operations. SSAA has recently launched a new Facility Incident Report feature – an extension of the existing StorerCheck database capabilities, it offers a new type of incident reporting and insights that are attached to a Facility, rather than a specific Storer.

Users can set-up their profile to receive alerts about incidents that have occurred within specific geographic areas, relative to the incident, helping operators make more informed decisions and stay ahead of emerging risks.

INSIDER 144 | SEPTEMBER 2025

“

By staying informed and receiving alerts through StorerCheck, facilities can identify suspicious behaviour and potentially intercept illicit storers before they gain access.

This new layer of reporting can assist facilities in many ways, from picking-up on common trends in crime, such as fraud, syndicates, a spate of break and enters, or the harbouring of illegal goods.

Recently in Melbourne, several facilities experienced a coordinated identity fraud attempt involving the use of falsified documents. With StorerCheck’s expanded capabilities, nearby operators can opt-in to receive localised alerts, and in instances such as these, consider putting additional verification measures in place to prevent further incidents.

In New Zealand, operators were alerted to a fraud scheme involving a person signing up for storage, failing to complete the process and requesting a refund. This individual then went on to initiate bank chargebacks and claim a refund payment twice. With the new system, patterns like this can be

shared and flagged across the network before others fall victim.

In another example, SSAA was made aware that the Australian Department of Health had been conducting raids on storage facilities, by using warrants to search for illegal tobacco products and vaping devices.

As these unlawful operations often exploit multiple storage locations within a region, it is important for facility operators to remain vigilant.

By staying informed and receiving alerts through StorerCheck, facilities can identify suspicious behaviour and potentially intercept illicit storers before they gain access.

StorerCheck integrates directly with storage management systems such as Storman and SiteLink, plus there’s an API available that enables other software providers to integrate StorerCheck into facility software flows. These integrations allow members to run checks seamlessly during both online and in-person move-ins. There are also tools available to automate these checks and to flag any matches from customers who may have moved in without a check being performed at the time.

Alerts are delivered via email and also appear on the StorerCheck dashboard, ensuring key staff are always in the loop. l Log on to StorerCheck in the Member Portal to learn more

www.selfstorage.org.au

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GOOD GOVERNANCE AND COMPLIANCE | 21

Storage Agreement updates: Is your facility compliant?

Recent reforms to consumer law have sharpened the focus on ‘fair’ agreements, and it’s time to ensure your documents are up to date.

I

n November 2023, significant reforms to the Australian Consumer Law came into effect, expanding the scope of what constitutes an unfair contract term and increasing the consequences for businesses that use them. These changes were designed to give small businesses and consumers better protection from unfair terms – and regulators have indicated that they’re watching closely.

The SSAA was approached by the Australian Competition and Consumer Commission (ACCC) as part of a review into the self storage sector. We welcomed the opportunity to work collaboratively with the ACCC to address the matters raised at an industry level – in the spirit of good governance and our continued commitment to lifting sector standards in a responsive and proactive way.

If you have not already, now is the time to update your Self Storage Agreement Suite. It is essential that members are using the latest version of the agreements and applying them correctly within their businesses.

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We are here to help

You’ll find a handy implementation checklist included as an insert in this edition of Insider. All the resources required to implement the updated 2025 Standard Self Storage Agreements are available in the SSAA Member Portal.

Take this opportunity to review your organisation’s operational practices and make use of the SSAA’s extensive educational resources.

The SSAA Help Desk is available to assist members with any questions, including support in understanding or rolling out the updated agreements. If you operate across both Australia and New Zealand, make sure you review the relevant Member Updates and Agreement Suites for each country in the Member Portal.

Our ongoing engagement with regulators, stakeholders and legal advisors ensures that the Agreement Suite remains a valuable benchmark for the industry – protecting your business and supporting the sector as a whole. l

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SEPTEMBER 2025 | INSIDER 144

22 | ONLINE AUCTIONS

ONLINE AUCTIONS: CLICK, BID, COLLECT

For many operators, online auctions have emerged as a smarter, more efficient way to deal with bad debt from defaulting customers and abandoned goods.

I

n the 2024/25 financial year alone, self storage auction platform iBidOnStorage hosted over 8,000 auctions, helping operators recover more than $2.5 million in bad debt.

“That’s real money going back into the hands of operators who would otherwise be writing off these losses,” said ibidOnStorage’s Brennan McLoughlin.

The way operators dispose of goods from defaulting customers has changed significantly over the past 10 to 15 years. Previously, many operators relied on second-hand dealers or local auction houses, others tried platforms like eBay

or Gumtree, and some simply discarded the goods altogether.

Today, the process is far more streamlined with solutions that are tech-enabled and customerfriendly.

So, what’s the formula for a successful online auction?

According to Brennan, it all starts with transparency. “Buyers may be influenced by shows like Storage Wars, with dramatic finds in unopened units, but that’s not reality,” he explained.

“Clear descriptions and honest photos of the unit contents build trust with buyers. Low opening bids attract more attention and allow the market to determine fair value – reducing risk for the seller.”

While most on the platform operate ethically, there have been rare instances where sellers or buyers have tried to exploit the system by misleading buyers or misrepresenting goods.

Top three complaints from buyers – and how to avoid them:

1

Misrepresentation of goods:

Examples include stacking empty boxes at the front to obscure rubbish, hiding damaged items, or failing to disclose issues such as mould or water damage.

“Always be honest with how you are presenting the unit.

Even though buyers are purchasing “job lots” in a secondhand market, this doesn’t give sellers license to deceive,” Brennan said.

INSIDER 144 | SEPTEMBER 2025

2

Lack of clarity about the origin of the items:

Implying goods belong to a defaulting customer when they are business-owned or a collection of abandoned items. To avoid misunderstandings, it’s important to be clear about the origin of the items. While 99% of listings involve goods from defaulting customers, the remaining percentage come from storage businesses selling their own equipment or items left behind by multiple former customers. These sales are allowed – but transparency is key.

WELL PRESENTED AUCTION LISTING

This photo is clear, in focus and shows the unit exactly as it appeared when opened – no items have been hidden or moved. The sale price was $10,000.

3

Cancelling the sale after the auction has closed and payment taken:

Sellers sometimes find themselves unable to remove a listing in time, especially if a buyer pays after hours. While iBidOnStorage does allow for this in certain circumstances, sellers must also consider any out-of-pocket expenses a buyer may have incurred when trying to collect the goods. This clause helps protect buyers under unfair contract laws, and ensures sellers act in good faith if they need to withdraw a sale.

www.selfstorage.org.au

AUCTION DOS AND DON’TS DO’S:.

Be honest: It’s important to be transparent about what you’re

selling. Don’t try to disguise or exaggerate the contents of the unit.

Inventory everything: Ensure you’ve thoroughly inventoried all the items in the unit before listing. Clear documentation will help avoid confusion.

Take high quality photos: Take clear, detailed photos of the unit. Include an image with the door open, so buyers know exactly what to expect.

Be transparent about the contents: Be upfront about what’s

in the unit – the good, the bad and the ugly. If it’s a mixed lot, with items from different sources or random leftovers, make that clear.

Address buyer issues directly: As the seller, you’re the first point

of contact. If a buyer raises concerns, respond promptly and try to resolve the issue before escalating it to the platform.

DON’TS:..

Don’t use brand names unless verified: Avoid naming specific brands unless you can prove authenticity (e.g. with a certificate).

DECEPTIVE AUCTION LISTING

This image is out of focus and poorly presented. More concerning, the seller knowingly concealed damaged items under a blanket and failed to disclose that the contents were a collection of goods left behind from multiple units.

Don’t remove items after posting: If there are personal items that aren’t for sale, remove them from the unit before listing it, not when the buyer arrives.

Don’t discuss unit history: Respect privacy. Never share personal details about the previous tenant or the backstory of the unit with buyers.

Don’t comment on sale price: Refrain from commenting on how much the buyer paid (e.g. “We can’t believe someone paid that much!”). Let the sale speak for itself.

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24 | GETTING AHEAD OF ARREARS

GETTING AHEAD OF ARREARS:

Why every facility needs a proactive process Put a system in place

Managing late payments is one of the more challenging aspects of running a self storage facility. The SSAA’s updated Arrears Management Guide is a practical member resource designed to help operators handle overdue accounts efficiently, fairly and in line with the Standard Self Storage Agreement Suite.

A

t its core, arrears management is about protecting your business while preserving customer relationships. It’s about knowing when to act, how to communicate and how to document the process – so that you can reduce risk, maintain cash flow, and navigate difficult conversations with confidence.

If your facility doesn’t have a documented arrears process, now is the time to get one in place, and our comprehensive Arrears Management Guide is the perfect place to start.

So what is Arrears Management?

Arrears occur when a customer has not paid their storage fees by the due date. It’s a situation every operator faces at some point, but how you manage those overdue accounts can make all the difference.

Arrears management is the structured process of identifying late payments, sending timely reminders, and applying appropriate follow-up actions such as access restrictions, late fees, payment plans, and in some cases, default and disposal procedures.

It’s not just about recovering money. A wellhandled arrears process helps maintain a sense of professionalism and trust with your customers, even when difficult decisions need to be made.

INSIDER 144 | SEPTEMBER 2025

An arrears management process supports the financial health and stability of a business. Without a system in place, late payments can spiral into bad debt, where payments are never made, costing you time, money and goodwill.

A clearly defined arrears process ensures: l Financial stability: By acting early and consistently, you minimise the risk of debts being written off and maintain healthy revenue. l Compliance: The process aligns with legal and regulatory obligations, including contact limits (no more than 10 times in 30 days), fair notice periods, and proper recordkeeping. l Customer trust: Consistent communications and a respectful tone maintain professionalism, even when a unit is overlocked or termination notices are issued. l Operational confidence: With scripts, templates and timelines on hand, your team knows what to do and when to do it – reducing uncertainty and ensuring nothing slips through the cracks.

Arrears management starts at onboarding

The most effective arrears management begins long before the customer even moves in. Knowing your customer and who you are doing business with is your first opportunity to assess risk and avoid signing a storage agreement with someone who has a high potential to default on payment.

Verifying the identity of the storer through platforms like AplyID, Stripe or VerifiMe, checking for red flags with tools like StorerCheck, and clearly communicating payment expectations, all help set the foundation for a smoother experience down the track.

By using tools like the SSAA’s StorerCheck, operators can check for a history of payment defaults, abandoned goods, or serious breaches of agreement. This gives you the chance to make an informed decision before offering storage and avoid future problems before they arise.

Payment default timeline

One of the most valuable elements of the Arrears Management Guide is the Payment Default Timeline – a detailed, day-by-day framework that maps out each stage of the process. From the first friendly SMS reminder on Day 1 to the formal termination notices at Day 28 and disposal procedures from Day 42, every step is planned and supported.

The timeline also ensures you’re acting in line with the customer’s Storage Agreement and jurisdictional requirements, while reducing the risk of customer disputes.

Each stage is backed by downloadable templates for letters, SMS messages and call scripts, ensuring your communications are compliant, consistent and compassionate. Our templates are designed to reduce www.selfstorage.org.au

the emotional load on your team, ensure all compliance standards are met, save you time, and help staff feel confident and prepared, even in difficult conversations.

The human side of arrears

Of course not every arrears situation is the same and not every customer is trying to dodge their debt. People miss payments for all sorts of reasons: a job loss, a family illness, or even just forgetfulness.

Arrears conversations can be awkward for both sides. Customers may feel embarrassed or anxious and staff may feel unsure of what to say. But having the right tools and training can turn a difficult call into a productive one.

The SSAA Guide provides practical advice on how to handle these conversations respectfully. You’ll find techniques including call scripts that model listening, using positive language, and offering options like payment plans or settlement deals - while still clearly outlining the consequences of non-payment.

For example: l Replace “You missed your payment” with “It looks like there’s an overdue balance on the account.” l Shift from “You need to fix this” to “Let’s work together to get this resolved.” l Offer solutions like part payments or short-term plans if the customer is struggling.

By maintaining a calm tone, actively listening, and focusing on solutions you’ll increase the chances of resolving the account and retaining the customer.

Tools to make it easier

Inside the Arrears Management Guide you'll find a practical toolkit that includes: www.selfstorage.org.au

l SMS and call templates for each stage of the arrears timeline l Clear examples of payment plan and debt settlement agreements l Inventories and checklists for unit entry and disposal l Guidance on how many times to contact a customer (and when to stop) l Tips for removing embarrassment from arrears calls l Advice for handling disputes professionally and compliantly.

Whether you’re a single-site operator or part of a larger team, the Guide ensures consistency and clarity across your operations.

Keep it simple, keep it compliant

In Australia and New Zealand, regulations around debt collection vary by state and territory, but there are some constants. Communication must be necessary, reasonable and respectful. Customers have the right to opt out of certain contact methods and there are strict limits on contact frequency.

The Guide includes clear information on these compliance points, including when a voicemail counts as a contact, what to do with high-value items, and how to handle personal effects respectfully. l

Don’t wait for a payment to be overdue. Put your arrears process in place today and download the SSAA Arrears Management Guide and resources. www.selfstorage.org.au

SEPTEMBER 2025 | INSIDER 144

Awards for Excellence New categories celebrate an evolving sector The SAAA Awards for Excellence, proudly presented

by VISY Boxes and More, are now open! Our 2025 format celebrates leadership, innovation and impact across the self storage sector.

We’ve refreshed this year’s categories, in collaboration with our independent awards judging panel, to better reflect our evolving industry and the increasing diversity of facilities and members.

The 2025 Award categories are: Facility of the Year (Up to 150 units) Facility of the Year: Regional Location

Facility of the Year: Independent Operator Facility of the Year: Multi-Site Operator

The updated categories recognise a broader range of site sizes and locations, development types and contributions to the sector – ensuring more comparable and relevant recognition across the industry.

Manager of the Year

We’ve introduced Facility of the Year: Conversion category, to acknowledge the growing number of unique development opportunities being pursued by owners and developers. This category highlights the ingenuity driving successful adaptive reuse and transformation projects across the industry.

Excellence in Community Engagement

The four Excellence categories remain the same and our longstanding Service Member of the Year and Manager of the Year awards, are also unchanged.

Nominations close: 12 September 2025

So what are you waiting for?

Rally your team together and start working on your award winning entry!

Awards Gala Dinner: Thursday 13 November 2025 at the Hyatt Regency Sydney

INSIDER 144 | SEPTEMBER 2025

How to enter

Facility of the Year: Conversion

Service Member of the Year Excellence in Innovation Excellence in Sustainability

Excellence in Industry

KEY DATES Nominations open: 1 July 2025

Finalists announced: 3 November 2025

Nominations are now open!

Download the information kit to learn more, and get started with your application.

All applications are submitted online through the member portal.

Top tips for an award winning submission

From regional champions to sustainability pioneers, these awards celebrate the very best of what our industry can be. Your nomination is more than just a submission – it’s a story worth telling.

To help you craft a standout entry, we’ve compiled our top tips, including insider advice from one of our esteemed judges and former SSAA CEO, Susan Phillips, to give you the inside scoop on what makes a winning submission.

START EARLY

Rushed nominations stand out for the wrong reasons. Give yourself time to gather examples, involve your team, and polish your entry.

Draft your submission in a document first – it’s easier to edit and avoids technical hiccups during upload.

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JUDGES TIP: If you haven’t started already, now’s the time. www.selfstorage.org.au

AWARDS FOR EXCELLENCE | 27

PROOFREAD

Have someone read over your submission and give objective feedback. Edit your submission for clarity and impact – and remember, you can make changes right up until the deadline.

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JUDGES TIP: Adhere to the word count. Less truly is more. Think about using dot points to highlight your features and achievements.

A PICTURE TELLS A THOUSAND WORDS

READ THE CRITERIA

Before diving in, make sure you’ve read the refreshed award categories and criteria. You may be eligible to enter more than one category – use the ‘copy’ feature to adapt your entry for additional submissions.

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JUDGES TIP: Firstly, be certain

you have entered the correct award category. Read and understand the criteria. If there is something you are unsure of seek clarification from the SSAA.

TELL YOUR STORY

A strong nomination doesn’t just tick boxes – it shares your journey.

Impress the judges by showing how your business has grown, innovated, or delivered results. Use examples and insights to help bring your story to life.

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JUDGES TIP: Remember you are writing one submission among many. The judging panel are tasked with reading all submissions, so be concise and avoid repeating the same points over and over again.

INVOLVE YOUR TEAM

Two (or five) heads are better than one. Collaborate with your team – they might remind you of key achievements you’ve overlooked or help shape a stronger message. www.selfstorage.org.au

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JUDGES TIP: Whether you win or not, it’s also a chance to reflect, celebrate, and showcase what makes your business special.

LET YOUR PERSONALITY SHINE THROUGH

This is your business, your team, your success – let it show and captivate the judges. Bring warmth, authenticity and energy to your writing. Enthusiasm is contagious, even on the page.

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JUDGES TIP: Include a 150word summary at the start of your submission – This is your opportunity to make your best sales pitch to the judging panel.

Write it in such a way that they can’t wait to turn the page to learn more about your facility/ project/personnel.

BE SPECIFIC AND QUANTIFY

The more specific your examples, the easier it is for judges to assess impact. If you’re not comfortable sharing exact figures, use ranges or estimates.

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JUDGES TIP: Instead of saying,

“We improved operations,” say: “We implemented automated access systems across three sites, cutting staff response time by 40% and boosting customer satisfaction by 18%.”

Photos can help bring your story to life, while diagrams or graphics can help illustrate a complex topic.

Including a video as part of your submission will take it to the next level!

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JUDGES TIP: If you have the means to make a short video, please do so. A mobile phone makes the process easy for everyone.

ATTACHMENTS

As part of your nomination you are required to attach your business logo and hi-res images and/or video. This is important as the images will be used to showcase your nomination in the Insider magazine, online and across the industry, so you want your business to look its best!

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JUDGES TIP: Your sales pitch, logo and images are essential – they’ll be used across SSAA publications as well as on the big screen at the Gala Awards night.

IF YOU HAVEN’T COMMENCED WORK ON YOUR SUBMISSION, START NOW! Proudly presented by

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AWARDS FOR EXCELLENCE | 29

Excellence in Industry

Sponsored by

FINALIST

National Mini Storage

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ational Mini Storage, New Zealand, has been recognised as a finalist for Excellence in Industry at the SSAA Awards for Excellence, thanks to their innovative implementation of a Balanced Scorecard (BSC).

This initiative, introduced in 2023, has revolutionised the way the company measures, evaluates, and enhances performance across its branches. The Balanced Scorecard, a framework focused on four quadrants – Financial Performance, People Performance, Internal Processes, and Customer Performance – has transformed business operations and contributed to measurable growth across all areas.

Before the BSC, performance evaluations for branch managers were tied solely to revenue metrics.

While revenue is a vital indicator of success, this approach favoured branches in less competitive locations or with an established customer base. It left little room to recognise the efforts of managers who excelled in other critical areas, such as customer service, team development, and operational excellence. The leadership team at National Mini Storage identified an opportunity to develop a more holistic and equitable approach to performance measurement.

The BSC aims to drive engagement, reward continuous improvement, and align branch performance with the company’s long-term goals.

The development of the BSC was a collaborative process involving branch managers and www.selfstorage.org.au

senior leadership. During training workshops, managers provided input on the framework, discussing real-world scenarios and identifying key performance indicators (KPIs) for each quadrant. The finalised BSC featured 16 KPIs, four within each quadrant, with a focus on measurable outcomes to ensure transparency and fairness. By incorporating feedback from the team, National Mini Storage ensured buy-in from managers and fostered a sense of ownership over the initiative. To support the rollout, a comprehensive change management process was implemented. Branch managers were trained on how the Balanced Scorecard linked to performance remuneration and provided clear guidance on what was required to succeed.

The BSC has delivered a range of positive outcomes for National Mini Storage, including clarity on performance expectations. Branch managers now have clear visibility on what is measured and why it matters. This has led to a renewed focus on the key metrics that drive business performance. Overall company performance improved from 87% to 94% in the first six months of implementation. Significant uplifts were seen in key areas, including Net Promoter Scores (NPS). Mystery shopping scores averaged nearly 90% across all branches, and Health and Safety improvements resulted in enhanced reporting and reduced incidents.

The BSC has motivated managers to think creatively about achieving and exceeding targets. The framework has encouraged proactive approaches to facility presentation, customer service, and operational excellence by rewarding continuous improvement. It has also helped managers balance their focus across all metrics, ensuring consistent growth across Financial Performance, People Performance, Internal Processes, and Customer Performance.

The initiative has also highlighted the importance of aligning performance measurement with broader business goals. Through internal audits, NPS feedback, and ongoing assessments, National Mini Storage has maintained a strong focus on continuous improvement.

The BSC has required minimal additional costs.

The Balanced Scorecard has brought clarity and consistency to performance expectations across the business. It has increased participation in training and professional development, streamlined processes for technical support and repairs, and fostered a learning culture where success is achieved through incremental improvements rather than quick fixes.

By introducing a framework that rewards holistic performance, the company has enhanced branch operations and set a new standard for the self storage industry. l

SEPTEMBER 2025 | INSIDER 144

Building Self Storage for over 20 years

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AWARDS FOR EXCELLENCE | 31

Excellence in Industry

Sponsored by

FINALIST Storco

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torco has been recognised as a finalist in the Excellence in Industry category for their innovative Leadership Training Program designed to nurture talent, foster collaboration and deliver measurable improvements within the business.

Throughout 2023/24, Storco sent 13 team members from diverse disciplines – including construction, sales, finance, logistics, and marketing – to participate in a leadership training program. The course, delivered over six months, aimed to enhance participants’ planning, collaboration and leadership skills while empowering them to create positive change within their workplace.

Storco is located regionally in Orange, New South Wales and this presents unique challenges in attracting and retaining top talent, particularly when competing with the well-funded resources sector. Recognising this, Storco sought to invest in their team members by offering them opportunities to grow professionally and make meaningful contributions to the business.

The leadership training program was designed for those in management roles and team members without direct reports. This inclusive approach ensured that participants across all levels of seniority could benefit from the program, which covered three key areas: growing and leading oneself, growing and leading others, and growing and leading the business.

Participants were selected based on recommendations from managers and individual requests. The training was delivered off-site, allowing team members to focus fully on the program, with month-long intervals between sessions providing time to apply and reflect on their learnings. Weekly informal catch-ups with leadership buddies further reinforced the lessons and encouraged collaboration.

www.selfstorage.org.au

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Storco’s leadership training initiative highlights the importance of talent development, including building collaborative problem-solving skills.

The clear program structure culminated in a capstone project that required participants to plan, implement, and evaluate a project that delivered measurable change to the business. One standout capstone project was led by Storco’s marketing coordinator, who developed social media training for the sales team.

This initiative aimed to boost their presence on LinkedIn and establish them as thought leaders in the self storage industry. The training resulted in nearly 30,000 impressions, a 56% average increase in audience size, and numerous new business leads. Storco has also observed broader benefits from the program.

Employees reported feeling more empowered to propose and implement ideas, and anonymous surveys indicated improved job satisfaction. Additionally, cross-functional collaboration has resulted in tangible improvements, including faster problem-solving and enhanced client outcomes.

Storco’s leadership training initiative highlights the importance of talent development, including building collaborative problem-solving skills. One notable example of cross-functional collaboration involved developing a custom unit partitioning product for a client with specific needs. The team combined their collective expertise to prototype a solution within 48 hours, enabling expedited manufacturing and installation. The project was delivered three weeks ahead of schedule, earning high praise from the client.

While the direct return on investment for training programs can be challenging to quantify, early data suggests improved productivity, better client outcomes and an increase in staff engagement. By investing in their team and empowering them to innovate, Storco is raising internal performance standards and contributing to the broader advancement of the self storage industry. l

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32 | AWARDS FOR EXCELLENCE

Excellence in Industry

Sponsored by

WINNER Basil Fry

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StoreProtect

asil Fry has been recognised as the winner of the SSAA Excellence in Industry award for their StoreProtect product. This innovative solution has redefined customer protection within the self storage industry, offering a practical, tailored approach to safeguarding stored goods, while ensuring compliance with complex regulatory environments. Basil Fry’s success highlights their commitment to delivering bespoke solutions that meet the evolving needs of self storage operators in Australia and beyond.

A leader in specialist self storage solutions

Established in 1970, Basil Fry has a long-standing history of providing specialist risk and insurance solutions.

In 2009, the company expanded into self storage and quickly gained traction, now serving over 50% of SSA-UK member facilities. Renowned for their deep understanding of the industry and their innovative approach, Basil Fry has built a reputation for creating tailored products and services that enhance operational capabilities for self storage operators.

StoreProtect A modern approach to customers’ goods protection Scan or click this QR code to access our Application Form:

Introducing StoreProtect

StoreProtect is a revolutionary contractual liability product designed to provide customers with newreplacement protection for goods stored at self storage facilities, offering a practical alternative that can be easily integrated into existing business models, with no deferred sales requirements. The product has been carefully adapted for the Australian market with guidance from independent local lawyers, with Aviso Marine and Logistics as Basil Fry’s exclusive distribution partner.

StoreProtect can be seamlessly integrated by all software providers with a few simple steps, allowing operators to easily provide quality protection to customers while generating additional revenue.

Key features of StoreProtect include: l Goods protection without insurance complexities: A seamless extended liability product sold alongside storage agreements. l Additional revenue for operators: Self storage businesses retain 100% of the fees, boosting profitability. l ‘New for old’ customer protection: Ensuring damaged items are replaced with brand-new equivalents. l Mobile storage options: Covering loading and transit services for mobile providers, removing the need for separate Goods in Transit policies.

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Guidance Prepared by: Basil Fry

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StoreProtect can be seamlessly integrated by all software providers with a few simple steps, allowing operators to easily provide quality protection to customers. l Specialist Claims Handling: Claims under StoreProtect are managed by a dedicated claims agent, ensuring efficient resolution and customer satisfaction.

Transforming the customer experience

StoreProtect sets a new standard for customer protection in the self storage industry. By offering a practical, scalable, and transparent solution, it addresses the critical need for customer peace of mind while enhancing operators’ service offerings.

The flexibility of StoreProtect allows operators to retain control over pricing and terms, creating additional revenue opportunities while delivering a valuable www.selfstorage.org.au

service to customers. By providing operators with the necessary documents, policies, and training, Basil Fry ensures that self storage businesses can integrate StoreProtect seamlessly, effectively, and compliantly.

Basil Fry’s StoreProtect product exemplifies innovation, adaptability, and a customer-centric approach. Its success is built on a foundation of industry expertise, strategic partnerships, and a commitment to meeting the needs of both operators and customers. Key achievements that make StoreProtect a worthy winner include: l Providing a regulatory-compliant alternative to traditional customer insurance. l Offering scalable and transparent pricing models that benefit both operators and customers. l Enhancing the reputation and professionalism of self storage operators through improved service offerings. l Supporting operators with comprehensive resources. l Providing operators with a bespoke liability insurance policy that is back-to-back with StoreProtect, ensuring broad protection.

Basil Fry has positioned itself as a trusted partner for operators seeking to elevate their services and secure their businesses against potential risks.

As the self storage industry continues to evolve, StoreProtect will play a vital role in shaping its future. By addressing the challenges of regulatory compliance and customer protection, Basil Fry has positioned itself as a trusted partner for operators seeking to elevate their services and secure their businesses against potential risks.

Their win in the Excellence in Industry category at the SSAA Awards underscores their contribution to advancing the self storage sector and reaffirms their status as a leader in innovative solutions. With StoreProtect now rolling out across Australia, Basil Fry is poised to make a lasting impact on the industry, ensuring operators and customers alike benefit from this groundbreaking product. l

34 | AWARDS FOR EXCELLENCE

Service Member of the Year

Sponsored by

FINALIST

Sentinel Storage Security

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or almost 30 years, Sentinel Storage Security has led the way in security innovation for the self storage industry.

Specialising in security, access, and customer experience, Sentinel focuses on providing tailored, future-ready solutions that evolve with storage operators’ needs.

As a finalist for the Service Member of the Year Award, it highlights Sentinel’s dedication to excellence and industry collaboration.

A security partner designed for self storage

Unlike generic security providers, Sentinel designs purpose-built security solutions specifically for the self storage sector. Their philosophy, “Simplify to Amplify,” emphasises comprehensive solutions that enhance security, streamline operations, and improve customer experience, ensuring long-term facility growth.

Innovative security solutions built for self storage

Sentinel offers a wide range of industry-specific technologies, including: l Access control systems l Keypads & PIN-based entry l Individual door alarms l Advanced CCTV & monitoring l Smart locking mechanisms l Automated gates & motors l Electric perimeter fencing l PA & audio systems With a nationwide network of installers, Sentinel ensures seamless implementation, reliable maintenance, and responsive troubleshooting.

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What sets Sentinel apart?

Key factors that differentiate Sentinel include: l Holistic integration: Combining access control, alarms, CCTV, and customer experience into unified systems. l Future-ready solutions: Modular systems designed to scale as storage sites grow. l Industry-specific innovation: Sentinel develops technologies tailored to self storage, not repurposed from other sectors.

Real-world applications

Sentinel’s solutions include: l Scalable access control: Whether a facility has 50 units or 5,000, Sentinel’s cloudintegrated keypads and gate solutions can grow alongside the business. l Proactive security management: Sentinel’s project team quickly recovered a database and restored access at a Victorian facility after a security failure. l Custom-tailored monitoring: A large storage facility requires an enterprise-level security system with individual unit alarms, AI-enhanced monitoring, and real-time customer access tracking.

Sentinel delivered a solution that provided full transparency and control over the site’s security.

Raising the standard: unparalleled support and service

Sentinel’s expert support team ensures fast service, resolving most issues within one to two business days. As Tony Harvey, Head of Sales, says, “We aim to be a true partner, helping self storage owners navigate security challenges while future-proofing their sites.”

Customer testimonials highlight Sentinel’s commitment to service: “Just a great team to work with, never a hassle, always a pleasure.

Quality products matched with first-class after-sale service and support.” – Greg Burton “Sentinel Storage Security are very helpful when I call them when a problem arises. They are very understanding and the problem is sorted quickly. Thank you.”

– Lee Morrison “We have been dealing with Sentinel for five years and the service has always been there.” – Kay Lanyon

Industry leadership and future commitment

Since joining the SSAA in 1997, Sentinel has been an active leader in the self storage industry. Being a finalist for the SSAA Service Member of the Year Award reflects Sentinel’s ongoing dedication to innovation and service. l www.selfstorage.org.au

Hyatt Regency Sydney

NOV 10 – 13 2025

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Whether you’re a seasoned industry leader or just getting started, SYD25 is designed to inspire, inform and connect.

We’ll explore the latest trends, challenges and opportunities shaping self storage across Australasia, with sessions tailored for developers, investors, owners and operators.

REGISTER NOW FOR THE SELF STORAGE EVENT OF THE YEAR www.selfstorage.org.au/convention25

Principal Partner

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Major Partners

Gold Sponsors

WHAT SELF FOR STORAGE EXCELLENCE DATA TELLS US 36 | AWARDS

Service Member of the Year

Sponsored by

FINALIST

iBidOnStorage

i

BidOnStorage has been recognised as a finalist for the prestigious SSAA Service Member of the Year Award. Since its inception in 2016, iBidOnStorage has transformed the self storage industry with its innovative online auction platform, streamlining the process of selling delinquent customer goods while minimising associated risks. Founders Grant McNamee and Brennan McLoughlin envisioned a platform that would improve operators’ financial outcomes, improve efficiencies and establish a standardised process for the industry.

With over 42,000 auctions hosted and more than $14 million in bad debts recovered, iBidOnStorage has become a vital tool for self storage operators across Australia Today, it serves over 1,800 self storage locations, providing a dedicated, easy-to-use auction platform that operators trust.

The iBidOnStorage platform has redefined the way operators handle delinquent units. By consolidating the process into a streamlined digital platform, it has reduced operational inefficiencies, improved turnaround times, and maximised sales results.

Operators such as Daniel Stern, Operations & Revenue Manager at Loxon Storage, have seen first-hand the benefits of the platform: “iBidOnStorage saves us time and ensures we achieve higher sale prices compared to other methods. Their growing user database continues to enhance results, and their team provides excellent support when needed.”

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One of iBidOnStorage’s greatest strengths is its proactive approach to supporting self storage operators.

Similarly, Louise Stokes, Head of Digital at Swift Storage, noted: “The platform has significantly improved our operational efficiency and financial outcomes, reducing manual intervention and streamlining the auction process.

We’ve seen better results, and the Auction Summary Report has been invaluable for tracking and reporting.”

One of iBidOnStorage’s greatest strengths is its proactive approach to supporting self storage operators. The team provides personalised training to ensure operators understand the platform and achieve optimal results.

For new entrants to the industry, iBidOnStorage offers guidance on auction processes and helping members use best practices.

INSIDER 144 | SEPTEMBER 2025

This hands-on support has made a lasting impression on users. Adam Shapiro, General Manager of TAXIBOX, highlighted the platform’s scalability and support: “iBidOnStorage is simple to use, and their customer service is excellent. The platform ensures a consistent, streamlined process across all our locations.”

The platform has also contributed to reducing costs associated with the auction process, such as staffing and disposal fees. By enabling operators to sell entire units rather than individual items, iBidOnStorage has eliminated unnecessary costs and ensured compliance with legal requirements to achieve fair market value. iBidOnStorage continues to evolve to meet the needs of the industry. Recent innovations include: l Inventory tool builder: Simplifies the creation of unit inventories, improving accuracy and efficiency. l Auction summary report: Provides a detailed breakdown of each auction, offering transparency and valuable insights for operators. l Private seller concept: Allows customers to sell their own storage unit contents, helping reduce unpaid debts and freeing up storage units.

The success of iBidOnStorage is rooted in strong relationships built on trust and professionalism. The founders’ extensive industry experience has earned them a reputation as dependable partners.

Testimonials from operators consistently praise iBidOnStorage’s professionalism and impact. Rosemary Angyasy, SSAA Manager of the Year, shared: “Since using iBidOnStorage, our sell-ups have been quicker, easier, and more cost-effective. It’s hard to imagine managing without them now.”

Grant McNamee and Brennan McLoughlin’s vision, dedication, and proactive approach have solidified iBidOnStorage as a trusted partner for self storage operators, ensuring its continued relevance and success in the industry. l www.selfstorage.org.au

WHAT SELF FOR STORAGE EXCELLENCE DATA TELLS US 38 | AWARDS

Service Member of the Year

Sponsored by

WINNER

R6 Digital

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s R6 Digital celebrates 30 years of unwavering dedication to the self storage industry, the company reflects on a year marked by innovation, transformation, and exceptional service delivery. Winning the Service Member of the Year Award is a testament to their relentless commitment to driving progress and enabling success for their clients.

Over the past year, R6 Digital focused on delivering digital transformations that have redefined the operational landscape for self storage operators.

Among its most notable achievements, the company supported a leading New Zealand operator by stabilising its digital assets, setting the stage for significant growth. Simultaneously, it empowered an Australian national operator to adopt a fully remote management model, revolutionising customer experience and operational efficiency. These accomplishments were made possible through a suite of innovative solutions, including custom software, apps, reporting dashboards, and self-service kiosks.

R6 Digital’s partnership with StoreLocal exemplifies its dedication to creating tailored solutions that drive measurable results. Over the past year, R6 Digital was pivotal in implementing StoreLocal’s remote management model. Leveraging existing tools like Sitelink and RapidStor, R6 Digital developed a branded version of StorApp, aptly named the “StoreLocal App.” This single app integrates various access control methods, delivering a seamless and user-friendly experience across all of their facilities.

The company also introduced self-service kiosks at several StoreLocal facilities, enabling customers to

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book units, access support, and complete transactions without the need for onsite staff. This integration enhanced operational efficiency and elevated customer satisfaction to new heights. Mark Greig, COO of StoreLocal, praised the results, stating, “The customer experience scores from our remotely staffed locations now exceed those from when they were staffed. This milestone would not have been possible without R6 Digital’s partnership.”

One of R6 Digital’s standout projects involved a comprehensive digital transformation for a large New Zealand operator. This collaboration began with an in-depth assessment of their existing technology and operational goals. By focusing on practical and costeffective solutions, R6 Digital stabilised their custom Ruby on Rails system, integrated it with Sitelink, and optimised API functionality for gate access and other systems. The result was a robust technology stack that supports online bookings, a custom app, and a new website, driving both efficiency and customer engagement.

This project exemplifies R6 Digital’s solution-focused approach, which prioritises preserving valuable elements of existing systems while addressing areas for improvement. By working closely with third-party providers, the company ensured seamless integration and long-term sustainability for the client’s technology infrastructure.

Beyond individual projects, R6 Digital is committed to sharing knowledge and elevating the entire self storage industry. The company developed a comprehensive guide to running remotely managed self storage facilities, addressing common challenges with practical, actionable solutions. This free resource empowers Australian and New Zealand operators to www.selfstorage.org.au

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As the company looks to the future, it remains committed to empowering the self storage industry. adopt advanced technological capabilities and gain a competitive edge on the global stage. This was released at the GC24 convention and can still be accessed at r6automate.com/remote-management-guidedownload/ R6 Digital’s existing products, including RapidStor, StorApp, and its Reporting Dashboards, continue to evolve with cutting-edge features. The integration of artificial intelligence (AI) is a prime example of its forward-thinking approach. They are developing AI Vision in StorApp to facilitate smooth move-out processes by verifying empty units through customer-uploaded photos. In RapidStor, AI enhances personalisation, while in the reporting dashboards, AI surfaces actionable insights to save time and boost decision-making efficiency.

R6 Digital’s marketing and creative services have delivered outstanding results for self storage operators.

Over the past year, the company generated 73,000 storage leads through Google Ads and SEO, processed nearly 50,000 unit reservations via RapidStor, and built 20 new self storage websites. Additionally, the team managed over $1.65 million in Google Ads spend, resulting in 1.1 million clicks and 22.6 million impressions for its clients.

These efforts translate to an average of 200 storage leads per day, underscoring the effectiveness of its strategies.

The company’s commitment to excellence extends to customer support. The Sitelink support team answered over 3,100 calls with an average wait time of under 10 seconds and resolved nearly 2,500 email tickets. This level of responsiveness highlights R6 Digital’s dedication to ensuring seamless operations for its clients.

R6 Digital demonstrates a passion for fostering growth within the self storage industry. The company provides valuable insights for new entrants through its educational www.selfstorage.org.au

initiatives, including monthly articles on the Sitelink website and contributions to selfstoragestartup.com. au. These resources, highly regarded by Google’s search algorithms, have become authoritative guides for topics such as “getting started in self storage” and “how to set up an unmanned self storage facility.”

The team frequently engages with aspiring operators, offering advice on technology, branding, and marketing without expecting immediate business. This open and collaborative approach reflects the company’s belief in the long-term benefits of nurturing a vibrant and innovative industry.

Building relationships and maintaining excellence

The values that define R6 Digital – revolutionary thinking, results-driven action, reliability, relentless pursuit of excellence, real people, and real impact – are at the heart of everything they do. These principles enable the company to build lasting relationships with clients, partners, and industry stakeholders. Whether presenting at SSAA sessions, contributing to publications, or developing new tools; R6 Digital aims to share knowledge and support the industry’s collective success.

The company’s leadership in remote management is a shining example of this commitment. They will be collaborating with the SSAA to include legal and regulatory considerations in its remote management guide, R6 Digital want to ensure that the resource remains relevant and valuable. As a living document, the guide will evolve with industry trends, reinforcing the company’s dedication to ongoing improvement and innovation.

Winning the Service Member of the Year Award is recognition of R6 Digital’s efforts to transform the self storage industry through innovation, collaboration, and customer-centric service. From groundbreaking digital transformations to exceptional marketing results and unparalleled customer support, R6 Digital is proud to lead the way in enabling success for operators across Australia, New Zealand, and beyond.

As the company looks to the future, it remains committed to empowering the self storage industry with cutting-edge solutions, valuable resources, and a steadfast focus on excellence. Together with its clients and partners, R6 Digital aims to continue driving progress, fostering innovation, and shaping a brighter future for the self storage community. l

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40 | OH&S

Building a safety culture to drive operational excellence A well-structured safety system does more than prevent injuries; it embeds a proactive mindset into daily operations.

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ne of the most powerful and often underutilised drivers of operational excellence in self storage, is building a strong safety culture, and embedding it through an effective safety management program across the business.

For self storage businesses, where staff interact with forklifts, cars, trucks, and potentially hazardous materials, safety protocols reduce downtime, protect assets, and ensure compliance with Work Health and Safety (WHS) regulations. But the benefits extend far beyond compliance.

Operational excellence thrives on consistency and predictability.

Safety systems introduce standardised procedures for incident reporting, hazard identification, and risk mitigation.

These processes help managers make informed decisions, reduce reactive firefighting, and allocate resources more effectively. For example, regular safety audits can uncover inefficiencies in site layout or maintenance schedules, leading

to improvements that enhance both safety and operational flow.

Moreover, safety management directly influences customer experience. Clean, well-maintained, and hazard-free facilities signal professionalism and care – qualities that build trust and loyalty. In a market where reputation drives referrals, this can be a strategic advantage.

However, the true differentiator lies in the culture that a safety system fosters. When safety becomes an integral part of an organisation’s culture, it fosters accountability, transparency, and effective collaboration among team members.

Employees who feel safe and valued are more engaged, productive, and likely to contribute to continuous improvement. This cultural shift – from reactive to proactive – creates a ripple effect across all facets of the business.

In Australia and New Zealand, where WHS legislation places strong emphasis on duty of care and consultation, a safety-first culture also strengthens legal and ethical standing. It empowers staff to speak up, report hazards, and participate in shaping safer workplaces, turning compliance into collaboration.

A strong safety culture also fosters leadership at every level. When safety is prioritised, employees are

Tim Callinan 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.

more likely to take the initiative, report near misses, and support their peers. Collective ownership of safety creates a psychologically safe environment where people feel empowered to speak up and contribute ideas. Over time, this builds trust and cohesion, which are essential for high-performing teams.

In self storage, a strong safety culture helps staff consistently follow best practices without supervision.

It also reinforces the organisation’s values, signalling to both staff and customers that their wellbeing is non-negotiable.

For self storage operators aiming to scale, differentiate, or simply run a tighter ship, investing in safety can build smoother operations, stronger teams and satisfied customers. l

Getting started in self storage?

The SSAA has a range of resources dedicated to those starting out in the sector.

Visit the SSAA Member Portal to download your guide to getting started, watch a range of videos and explore key insights.

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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.

www.selfstorage.org.au

HR | 41

Cath Nicholson, Chief Communications Officer, HR Central.

When contractors aren’t really contractors (and hey super still counts) Let’s talk about contractors. Or more accurately, about the workers who look like contractors on paper but, under the hood, are actually operating like employees.

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n busy businesses – especially those growing quickly – it’s common to bring people in on a contractor basis. You avoid the usual entitlements, and they invoice you directly. However, this is one area where the line between convenience and compliance is becoming increasingly stricter, and riskier.

Contractor vs Employee: It’s not just semantics

They are entitled to leave, superannuation and protections under the National Employment Standards (NES). l Contractors, on the other hand, run their own business, invoice for services, supply their own tools, and are responsible for their own tax, super and insurance. They control how and when they do the work and may have multiple clients.

Recent legal changes mean that what’s in the contract isn’t the whole story anymore. The law now looks at the actual working relationship. Are they working set hours, using your equipment, and reporting to your managers? Are they doing tasks central to your business? If so, you may have yourself an employee and all the obligations that come with it.

Still unsure?

Key differences to consider

The superannuation surprise

Here’s how genuine employees and contractors typically differ: l Employees work under your direction, with fixed hours, use your tools and equipment, and receive wages with tax withheld. www.selfstorage.org.au

In Australia, the ATO’s Employee vs Contractor Checklist is a useful tool for assessing the true nature of a working relationship. In New Zealand, contractors are not considered employees, which means they aren’t covered by the same employment laws, rights, or obligations. For more details, visit www.employment.govt.nz.

In Australia, if your contractor is invoicing you, you may still need to pay their superannuation.

According to the ATO, if the contract is predominantly for the individual’s labour, and they’re not

operating through a company or trust, they’re likely entitled to super.

This applies even when they’re classified as contractors.

From 1 July 2026, the stakes get higher – super will need to be paid at the same time as wages, rather than quarterly. That means you’ll need to have clear systems in place to identify who qualifies for super and make those payments on time.

If you miss payments, the ATO can audit back five years or more, and you could be liable for the super itself, interest, administration charges and penalties.

Getting it right early

Rather than scrambling during a dispute or audit, the smarter move is to review arrangements proactively.

HR Central’s management platform makes it easier to keep track of these details, offering guided checklists, smart document storage, and alerts to help you stay compliant.

Misclassifying workers as contractors might seem harmless – until it’s not. A well-meaning mistake can turn into a costly legal headache. Taking the time now to review your arrangements, ensure you’re meeting super obligations, and clarify work relationships will save you time, money, and stress down the line. l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

SEPTEMBER 2025 | INSIDER 144

42 | LEGAL

Choosing the right specific terms for your storage agreement

This article aims to ensure your agreements are tailored to your needs by assisting you in determining when a specific term is necessary, how the specific terms operate, and how to include specific terms in your agreements.

General overview

The specific term suite is designed to be used in conjunction with the Standard or Mobile Self Storage Agreement terms, to tailor the Master Agreement to your unique requirements with minimal adjustment.

Each of the specific term documents contain a ‘Steps for Implementation’ section, which explains in clear language how to include the term into a Master Agreement. Additionally, the Self Storage Association of Australasia Helpdesk is available to assist where there is any confusion.

In implementing the specific terms, you should first assess your business needs and determine which of the specific terms, if any, apply to your business. Following, this you should remove any instructional pages, as these are not to be provided to prospective clients. Finally, you should add the specific term to the end of the full terms of the Master Agreement.

Vehicle storage specific term

The vehicle specific term should be utilised where you intend to supply parking spots for the storage of vehicles at your storage facility.

In implementing the vehicle specific term, care should be taken to ensure the schedule of your agreement contains the details of the vehicle (e.g. make, model, colour, and/or registration), the details of the parking space and the storage period and associated fee.

Managed storage specific term

The managed storage term is intended to be used where the storage facility has a key to the storage unit. This term may be applied

INSIDER 144 | SEPTEMBER 2025

“

The specific term suite is designed to be used in conjunction with the Standard or Mobile Self Storage Agreement terms to tailor the Master Agreement to your unique requirements with minimal adjustment. so the storage facility can accept delivery of the storer’s goods for depositing in the relevant unit.

When utilising this specific term, due to the increased interaction with a storer’s goods and storage unit, it is important to limit the facility’s liability regarding the goods and the unit.

Storage room specific term

The storage room specific term enables the storage facility to accept deliveries on behalf of the storer, without retaining a key for the store’s unit. This is facilitated by the use of a storage room for retaining the delivered goods. This is generally lower risk than the managed storage system, as the storage room can be better controlled by the storage facility. However, as a result of this control, the facility has a duty to exercise due care, skill and diligence for the safety of the goods in the storage room.

Under the storage room special term, the storage room cannot be accessed by individual storers nor by delivery and collection agents.

Ellorie Mercer.

Vivienne Williams.

Zahara Bedewi-Hayes.

Shipping container specific term

The shipping container specific term operates where the storage facility accepts shipping containers for storage. In applying this term, the shipping container takes the place of a storage unit. Additional requirements are imposed on the storer for the notice and scheduling of the delivery and removal of shipping containers. 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.

www.selfstorage.org.au

HELP DESK

Sweepers, Scrubbers and Cleaning

Dear Help Desk

Real questions from members – along with answers from the SSAA Help Desk Team.

Q

How much can I charge for a late fee and what else should I consider?

Most self storage facilities will charge a late fee when a customer doesn’t pay their storage fee on time. While this practice is widespread, it’s not without regulation. Regulatory bodies such as Fair Trading dispute resolution forums may intervene if late fees are applied in a way that’s considered unfair or unlawful.

The SSAA recommends the following:

1

Reasonable fees

The late fee must cover genuine recovery costs, such as staff time and administrative follow-up. Industry norms suggest a monthly fee of $10–$30 is acceptable.

Some facilities choose to charge a smaller weekly late fee (e.g. $5–$10) that reflects the cost of their time spent on repeated follow-up, such as weekly phone or email reminders. In such cases, ensure the fee genuinely reflects your administrative effort.

If your fee exceeds this range or is a significant portion of the storage cost, we recommend you review and adjust your fee.

2

Fixed dollar amount (not percentage-based)

Avoid charging late fees as a percentage of the storage fee.

Collection costs are generally fixed regardless of the storage fee amount. A set dollar value is easier to defend and administer.

3

No GST on late fees

GST does not apply to late fees under current tax law and are not considered “adjustment events” for GST accounting purposes.

4

Charge when fees are due

SWEEPERS, FLOOR SCRUBBERS AND CLEANING MACHINES

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

NEW & USED EQUIPMENT SERVICING & SPARE PARTS RENTALS RCM Byte II Walk Behind Floor Scrubber

A late fee should only be charged after the storage fee becomes overdue. Most operators offer a grace period of a few days to one week before applying the fee. This allows time for standard bank processing delays or for the Storer to make a reasonable effort to settle their account. Charging a fee too quickly may appear punitive rather than compensatory, so allowing this short buffer helps support fairness and good customer relations.

5

No “fees on fees”

Late fees must only apply to unpaid storage fees, not unpaid late fees, so make sure your accounting system reflects this.

6

Keep it negotiable

Always remain flexible – both legally and as good customer service. Waiving a one-off late fee for a loyal customer with a valid reason, such as an illness or moving house, can foster long-term goodwill.

7

Be transparent

Late fees must be clearly stated in the Storage Agreement or the Facility Rules. This ensures that customers are aware of the fee structure upfront, reducing the risk of disputes. Clearly defined, well-communicated late fee policies reflect fairness and promote legal compliance. l

www.selfstorage.org.au

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

WHAT SELF DIRECTORY STORAGE DATA TELLS US 44 | TRADE 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 Security Electric Fencing Matthew Golland T: +61 413 901 007 E: sales@cobraelectricfencing.com.au www.cobrasecurityelectricfencing. 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: 1800 428 111 E: ausales@ict.co www.ict.co Millennium Technology David Hore T: 0800 724 376 E: info@millenniumtechnology.co.nz www.miltech.co.nz

OpenTech Alliance T: +44 7825 557 826 E: ANZSales@opentechalliance.com www.opentechalliance.com QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: office@queaccess.com.au www.queaccess.com.au

Rhombus T: +44 7 5453 47323 E: sales@rhombus.com www.rhombus.com

Security Vision Networks T: 1300 500 606 E: sales@secvision.com.au www.secvision.com.au/self-storage

INSIDER 144 | SEPTEMBER 2025

Self Storage Security Ltd T: +64 22 493 7700 E: mark@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 Trilect Automation Ltd T: +64 9 271 2493 E: sales@trilect.co.nz www.trilect.co.nz

ANCILLARY SERVICES 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

LOGISTICS IAS Logistics P/L Kingsley Mundey T: +61 2 8988 7507 E: kmundey@iaslogistics.com.au www.iaslogistics.com.au

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 T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

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

TELECOMMUNICATION 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: 1300 991 321 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

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 Datum Group Constructions John Clarke T: +61 2 9789 1018 E: services@datumgroup.com.au www.datumgroup.com.au 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 Patterson Building Group Pty Ltd Gary Heald T: +61 2 9662 6522 E: garyh@pattersonbuild.com.au www.pattersonbuild.com.au Regis Built 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 Storcon Stephen Fitzgerald T: +64 21 547 078 E: stephen@storcon.nz Storform Pty Ltd Oscar Keddy T: +61 407 271 212 E: oscar@storform.com.au www.storform.com.au

Structor Projects Pty Limited Shayne White T: +61 2 6331 5428 E: shayne@structorprojects.com.au www.structorprojects.com.au www.selfstorage.org.au

HELP TRADE DIRECTORY | 45 Taurean Door Systems Vikram Indugula T: +61 3 9721 8366 E: Vikram.Indugula@stramit.com.au www.taureands.com.au Total Construction Pty Ltd Steve 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 / +61 412 630 064 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au Digital First Robbie Cameron T: +27 216 713 233 E: info@digitalfirst.co.uk www.digitalfirst.co.uk

Jigsaw Ensemble Pty Limited Chinthaka Mampitiya T: +61 413 440 086 E: chinthaka@jgsw.com.au www.jgsw.com.au R6 Automate Curt Dogger T: +61 7 3889 9822 E: info@storapp.io www.r6automate.com

R6 Digital Pty Ltd Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6automate.com

StorNow Digital Gavin Koorey T: +61 2 9432 2880 E: gavin@stornowdigital.com www.stornowdigital.com StorTrack Angela Kilkenny T: +1 650 539 2480 E: angela@stortrack.com www.stortrack.com

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

VerifiMe Digital Services T: +61 2 7208 7799 E: hello@verifime.com.au www.verifime.com/selfstorage

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.io/4iiNlnY

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

Aviso Marine & Logistics T: +61 2 9007 2491 E: info@avisoml.com.au www.avisoml.com.au/storeprotect

www.selfstorage.org.au

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

Self Storage Insurance Australia (SSIA) Jackson Wall T: 1300 47 7662 E: storesafe@ssia.au www.ssia.au/facility-approval Howden Group Simon Keenan T: 0800 500 510 / +64 9 358 7233 E: simon.keenan@howdengroup.com www.howdengroup.com

Storage Secure Joel Morrell T: +61 475 744 111 E: Joel.morrell@avisospecialty.com.au www.avisospecialty.com.au

LIFTS & HOISTS

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

GoingUp Elevators Derek Dixon T: 1800 855 127 E: sales@goingup.com.au www.goingup.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 9460 6660 E: martin@storageking.com.au www.storageking.com.au

StorEdge Solutions Andrew French T: +61 497 178 283 E: solutions@storedge.com.au www.storedge.com.au

StoreLocal Mark Greig T: +61 499 110 599 E: partners@storelocal.com.au www.storelocal.com.au

StorKeeper Apryl Hawker T: +61 439 367 032 E: info@storkeeper.com.au www.storkeeper.com.au

PROFESSIONAL SERVICES Action OHS Consulting Pty Ltd Tim Callinan T: 1300 101 647 E: Tim.Callinan@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

Commonwealth Bank of Australia Franky Cheng T: +61 436 664 753 E: franky.cheng@cba.com.au www.commbank.com.au

Forpoint Solutions Australia Pty Ltd T: 1300 795 564 E: info@forpoint.com.au www.forpoint.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 Progress Accounting Pty Ltd Professional Services Ewen Fletcher T: +61 3 4344 4322 E: efletcher@progressaccounting.au www.progressaccounting.au Sharp Accounting Ewen Fletcher T: +61 3 5338 7100 E: ewen@sharpac.au www.sharpaccounting.com.au Storage Finance Co. Mick Kuzmanoski T: +61 402 653 733 E: mick@sfco.au www.storagefinance.com.au Suncorp Bank Steve Hammond T: +61 459 836 982 E: steven.hammond@suncorpbank.com.au www.suncorpbank.com.au The Brokerage Troy Williamson T: +61 476 767 626 E: troy@thebrokerage.au www.thebrokerage.au

(continued next page)

SEPTEMBER 2025 | INSIDER 144

WHAT SELF DIRECTORY STORAGE DATA TELLS (continued) NEW US MEMBERS 46 | TRADE REAL ESTATE & VALUERS @realty Phillips Ung T: +61 478 800 700 E: phillips@atrealty.com.au www.atrealty.com.au CBRE Dylan Adams T: +61 401 274 866 E: dylan.adams@cbre.com www.cbre.com.au/services/propertytypes/alternatives/self-storage CBRE Limited Sam Scott T: +64 9 355 3333 E: sam.scott@cbre.com www.cbre.co.nz/services/industries/ self-storage Collins & Associates Malcolm Collins T: +61 412 476 554 E: malcolm@malcolmcollins.com www.malcolmcollins.com Cushman and Wakefield Dominic Morley T: +61 458 728 660 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: +61 411 880 054 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au 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 Savills Valuations Pty Ltd Chris Noseda T: +61 422 473 044 E: chris.noseda@savills.com.au www.savills.com.au/services/ valuation-and-advisory.aspx Self Storage Advisory Australia Stefan Kulas T: + 61 478 900 416 E: stefan@selfstorageadvisory.com.au www.selfstorageadvisory.com.au

SOFTWARE SOLUTIONS STORMAN SOFTWARE PTY LTD T: Sales: +617 4440 0006 Support: 1300 669 020

STORMAN NEW ZEALAND T: +64 9 280 3393 E: sales@storman.com www.storman.com

INSIDER 144 | SEPTEMBER 2025

Alyta Pty Ltd Adrian Cassimaty T: +61 3 8740 1146 E: info@alyta.com www.alyta.com Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au Kinnovis T: (1) 707 633 3479 E: info@kinnovis.com www.kinnovis.com

Sitelink Michael Dogger T: +61 7 4243 4182 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au Stora Limited T: +1 332 213 1714 E: hello@stora.co www.stora.co Storeganise Miles Davison T: +61 7 3608 5351 E: hello@storeganise.com www.storeganise.com

Storesync Nick Scanlen T: 1300 786 914 E: sales@storesync.com.au www.storesync.com.au

STORAGE CONTAINERS STELLAR STORAGE CONTAINERS

Shay McQuade T: +61 438 256 541 E: shay.m@stellarstoragecontainers.com www.stellarstoragecontainers.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: sales@boxwell.co www.boxwell.co

Contained Australia Pty Ltd Rob Williscroft T: +61 430 073 522 E: rob@containedaustralia.au www.containedaustralia.au

Portable Storage Box Company Al White T: +1 800 264 161 E: alan@portablestoragebox.com www.portablestoragebox.com

Qingdao Greevel Industry CO. LTD. T: +86 0532 80758668 E: contact@greevel.com www.greevel.com

NEW MEMBERS AUS ADDITIONAL LOCATION

Elite Container Storage Brisbane COOPERS PLAINS QLD 4108 Storage King Darlington DARLINGTON SA 5047

Storage King Leppington LEPPINGTON NSW 2179 Swift Storage Mackay BAKERS CREEK QLD 4740

Swift Storage Toowoomba TORRINGTON QLD 4350

AUS FACILITY OVER 50

9th Street U-Store-It MILDURA VIC 3500

Gracemere Storage ALLENSTOWN QLD 4700

Southport Self Storage SOUTHPORT QLD 4215

AUS FACILITY UNDER 50

Mack Pack Self Storage FERNTREE GULLY VIC 3156

Maryborough Storage MARYBOROUGH QLD 4650

Proserpine Storage Centre & Transport Depot PROSERPINE QLD 4800 SS Storage Solutions INNISFAIL QLD 4860 VaultX Storage BOWEN QLD 4805

AUS PROVISIONAL

George Gibson Stacy Penhallurick

AUS SERVICE-SUPPLIER Progress Accounting Pty Ltd BALLARAT CENTRAL VIC 3350 Rhombus LONDON EC1V 7DY

Stora Limited BANBRIDGE NORTHERN IRELAND BT32 3HF

NZ FACILITY OVER 50

Masterton Self Storage MASTERTON WELLINGTON REGION 5810 Storage4Less Rolleston ROLLESTON CANTERBURY REGION 7614 Storewell KAIATA WEST COAST REGION 7805

NZ PROVISIONAL

Rob Fergus GISBORNE NORTH ISLAND 4071

United Rentals Australia Pty Ltd T/A Royal Wolf Trading Craig Baker T: 1300 135 808 E: APACReleases@ur.com www.royalwolf.com.au

www.selfstorage.org.au

NEW SERVICE MEMBER | 47

Welcome new SSAA Service Member

Powering financial clarity for leaders in property, real estate and self storage.

Forpoint Solutions is a trusted finance digital transformation partner to Australia’s most forwardthinking property developers, self storage operators and real estate groups. With deep industry expertise, they help businesses modernise financial operations, automate complex processes, and gain real-time visibility across portfolios, entities, and developments.

From greenfield projects to multi-site operations, implementing cloud-based financial systems like Sage Intacct – purpose-built for high-growth, asset-intensive environments. These solutions support automated consolidations, dynamic P&Ls, granular project tracking, and seamless integration with platforms like Procore, SiteLink, Storman, and Hummingbird.

Client outcomes speak volumes Forpoint partnered with long-term client Storage King, one of Australia’s leading self storage providers, to streamline financial

For all your printing needs • Standard Storage Agreements

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reporting and modernise key processes across its national footprint. Automating AP, AR and interentity recharges eliminated manual work, reduced reconciliation issues and accelerated month-end close.

The result? Faster consolidation, real-time revenue insights and stronger audit readiness – empowering Storage King to scale with control and confidence.

Certified consultants combine finance, technology, and local market knowledge to guide transformation at every stage by aligning with your goals and working as an extension of your team.

“With a 360° view of your business, we deliver tailored CFO solutions and collaborate seamlessly with your team.”

– Bill, David & Michael, Founders – Forpoint Solutions At their core, Forpoint helps you move faster, forecast smarter and lead with data. l www.forpoint.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

48 | WHAT SELF STORAGE DATA TELLS US

Better spaces from design to handover

Smart operators know that it takes more than just walls and roller doors to make a successful self storage facility.

It takes a prime location to maximise your visibility and attract customers from a wide area. It takes smart facility design to take advantage of every square metre of land and bring in maximum returns. And it takes a savvy knowledge of materials to keep construction efficient.

Balancing all these needs is no mean feat, which is why smart operators partner with Storco.

Storco has worked with developers across Australia and New Zealand to create facilities that attract customers and offer high returns. Our team has over 150 years of combined experience, and every one of us is dedicated to finding opportunities to make your next project successful.

Facility design | Storage fit out | Mezzanines | Buildings

We have everything you need to build your next facility, from innovative products, local manufacturing knowhow, and a network of trusted industry partners. We take the guesswork out of your project to minimise risk and maximise your potential returns.

Ready to build a winning self storage facility? Talk to us.