Frequently Asked Questions

Can I have storage items delivered/collected without me being present?

Yes, you can arrange to have a delivery received and stored safely until you can come and retrieve it in person. We can arrange for your goods to be stored to be collected by a denominated person/company as well. Terms and conditions and charges may apply so please liaise with the store for additional information.

Which identity documents do I need to bring for verification?

You need an official document with your photograph such as passport or driving licence.
If you are a business customer and a company director or senior manager, please also provide proof of your position such as a business card or a letter from Companies House. If you are a business customer but are not the company director or senior manager, please provide a letter from the business to confirm that you have the authority to sign the Customer Licence on behalf of the company.

Can I change my move in date once I have reserved my storage unit?

Yes, you can, You need to contact us and let us know your new move in date.

Can someone else sign the contract on my behalf?

Customers must sign their own contract. However, if you are unable to be on site on your move in day, you can nominate someone else to act on your behalf. We will ask you to provide us with a signed letter confirming that you authorise the denominated person present to act on your behalf. The denominated person present will be required to provide a photographic ID such as a driving licence or passport and proof of address such as a utility bill or bank statement dated within the last 3 months.
You remain the person named on the contractual agreement and will retain responsibility for all future payments.
However, you are still required to sign the Direct Debit mandate, but we can send it to you to be completed and returned to us once signed.

If you are the director or senior manager of an incorporated business, then provided you have supplied a letter authorising a staff member to sign the paperwork on behalf of the company, they will be permitted to act on your behalf. The letter would need to be on your company headed paper.

Can I upsize or downsize my storage space?

Yes, you can. You will just need to liaise with the store and provided we have the availability, you can move to a smaller or a bigger storage unit. You will need to sign a new Customer licence and move your goods to your new storage unit.

Can I provide my notice to move out via email?

Yes, you can. You need to provide you name, contact details and the number of the storage unit you want to vacate.

Do I have to clean my storage unit out?

Yes, as per our terms and conditions. You need to leave the storage unit in the same condition it was when you moved in i.e. clean and clear of any items and with the padlock removed.

How do I cancel my reservation?

You need to contact the store on 01235 55 22 77 or by email

What happens if I don’t give notice?

Your storage contract rolls over and you will be charged for the next 14 days.

Can I leave early even if I have paid up front for long term storage?

Yes, you can leave early. You will need to give us 7 day notice either by mail or email and we will refund you on a pro-rata basis, as per the terms and conditions.

What do I need to do when I want to move out?

You need to give us 14 days’ notice either by mail or email. You will need to leave the storage unit in the same condition it was when you moved in i.e. clean and clear of any items and with the padlock removed.

Do I have to pay a deposit?

A deposit is required. Please speak to staff for more information.

How do I make changes to my account including my Direct Debit details?

Any change must be made in writing. Please liaise with the store for any additional information.

What happens to my belongings if I miss a payment?

You will receive a reminder and we will contact you to settle the payment before it becomes a problem. If however you do miss a payment, we will allow you 10 days to settle your outstanding amount. After this time you will be charged a late fee, your storage unit will also be locked by us and your entry code temporarily disabled until the account is settled. You will be informed in writing when this takes place, as per the terms of your Customer Licence. We will be in contact to inform you of any further developments if the account remains outstanding.

Can I use more than one storage unit?

Absolutely. You can rent as many storage units as you require.

Is there anything I cannot store?

As per our terms and conditions, it is not allowed to store the following items in your storage unit: food or perishable goods plants; birds, fish, animals or any other creatures; combustible, flammable, explosive or oxidising materials; liquids or gases e.g. paint, petrol, oil, cleaning solvents, gas cylinders, cellulose nitrate film, fireworks; firearms, weapons, ammunition, explosives or the components thereof; chemicals, radioactive materials, biological agents; pollutants, toxic or hazardous materials or contaminated goods or other materials of a potentially dangerous nature; any item which emits any fumes, smell or odour; any illegal substances, illegal items or goods illegally obtained, including counterfeit goods, illicit (smuggled/counterfeit) tobacco, illicit alcohol, unlicensed medicines, unsafe goods (including toys, electrical items, cosmetics, fireworks); compressed non-flammable gases without our written consent and in accordance with our specific requirements; any item of high value requiring specialist storage (including without limitation jewellery, money, bullion, deeds, bonds, securities, stamps, antiques, fine art or fine wines; tyres, asbestos; waste materials including any materials or goods for export deemed to be waste e.g. used electrical equipment (unless tested and certified for re-use), used vehicles or parts thereof.

Can I change my move in date once I have reserved my storage unit?

Yes, you can, You need to contact us and let us know your new move in date.

How do I extend my rental stay?

The contract is open-ended so you only need to inform us if you want to move out of your storage unit. Please note that we have a 1 calendar week notice policy.

What is the minimum length of stay?

The minimum length of stay is 2 calendar weeks.

Why choose Robinsons?

  • Market leading

    We provide a fast, convenient, reliable and professional service that makes use of the latest materials and technologies. This makes us stand out from the crowd.

  • Years of experience

    We’ve been helping people move and store their personal belongings for more than a century. This has equipped us for any eventuality on moving day.

  • Putting you first

    Our customer-focused approach is what sets us apart in the removals industry. Excellent customer service is at the heart of everything we do.

  • Flexible service

    Our staff want to make moving house as simple for you as possible, whatever your requirements. Speak to one of our team today and they'll talk you through the Robinsons process.