FAQS

Welcome to our FAQs section! Remember, there are no dumb questions. Often, details about removals aren’t immediately obvious, and asking questions is the best way to better understand your options. This section is designed to help clear up any uncertainties and ensure a smooth experience. Whether you’re planning a move or just considering your options, please feel free to contact us with any questions that you might not find answered here.

Removals

What services do you offer?

We offer a removals service, including a two-man and van delivery team, single item collections, and long-distance delivery.

What areas do you cover?

We cover Brighton and surrounding areas within a 10-mile radius and are happy to travel as far as the customer requires within the UK. Travel outside of the UK can be discussed.

How do I get a quote?

You can fill in our online application ( GET A QUOTE ) and/or talk to our friendly reception staff who will pass your details to one of our removals team to discuss further.

Are there any items you cannot move?

We will not move livestock, firearms, explosives, illegal substances, paints, solvents, gas, petroleum, or fireworks.

Do you offer packing services?

We offer a comprehensive in-house packing service, including for sheds, garages, and outbuildings.

How is the cost determined for my move?

Costs are determined based on the volume of contents or level of service required.

Do I need to be present during the move?

We can move you in your absence, but it is always preferred that someone is in attendance.

What happens if my property is damaged during the move?

If your property is damaged during the move, then in line with our terms and conditions, we will investigate your claim.

How do I prepare my appliances for moving?

To prepare your appliances for transport, we ask you to remove all food items and, if refrigerated or frozen, that you defrost them prior to our attendance. We can provide more advice on-site; just ask one of our operatives.

Can I change my moving date after booking?

We sometimes, on occasion, get asked to change dates for removals as solicitors sometimes require more time for searches or surveys in accordance with the sale or purchase of a property. We are happy to change your dates and return deposits taken, provided that we have been given ample notice and not the day prior or an hour before our arrival.

What payment methods do you accept?

We accept bank transfers or card payments over the phone. All our transactions are VAT-able and may be subject to interest payments.

How long does a typical move take?

Typically, a house move will take one day, but there are also contributing factors to any move such as the volume of goods, distance travelled, and level of service.

Do you provide storage options?

Yes, we have a full range of storage options from self-storage to deep non-access storage to overnight storage.

What should I do to prepare for the move day?

To prepare for your move:

  • Ensure parking is arranged for the removals.
  • If you have children, ensure they are left with family or friends out of harm’s way. This includes any pets.
  • Keep your passports, credit cards, and any other valuables with you.
  • Separate anything that you do not want to go in the removal trucks from items that will be, and notify the supervisor.
How far in advance should I book your services?

Ideally, it is best to book 8 to 10 weeks in advance, but rarely will a company come out to assess your move until the paperwork is nearing completion.

Do you dismantle and reassemble furniture?

We will dismantle and reassemble furniture as standard. However, there are items that may be outside our capabilities, which will need to be discussed prior to our arrival.

How do you ensure the safety of items during transport?

To ensure the safety of your goods in transit, we use mattress, sofa, and blanket wraps. All vans will be packed by one of our operatives.

What type of vans do you use?

We typically use 3.5-ton Luton trucks, but can arrange for the use of larger trucks ranging from 7.5-ton to 18-ton.

Are your movers trained and insured?

All of our employees are experienced and insured.

Can I track my move?

We only have vehicle tracking for our own usage and security.

What are your operating hours?

We operate from 7 am to 7 pm, six days a week but are often still working outside of these hours.

Is there a cancellation policy?

There is a cancellation policy. Please refer to our Terms & Conditions.

Can you handle special items like pianos or antiques?

We can handle special items of varying degrees, but prior arrangements will be needed for packing or dismantling, or arranging specialist help.

Do you have any eco-friendly moving practices?

We try to recycle all our packing materials and reuse as much as possible. We also try to offset our carbon footprint with our tree planting contributions.

What should I do if I have more items on the move day than I initially listed?

If you have more items than previously listed, do not worry or despair. Discuss immediately with our supervisor. Information is covered within our Terms & Conditions.

How can I leave feedback about my moving experience?

We always welcome our customers to give feedback on Google reviews and/or on Checkatrade.

Are there any additional fees I should be aware of?

All additional fees will be discussed prior to the moving day. If in doubt, please refer to our Terms & Conditions.

Can moves be scheduled on weekends or holidays?

Yes, we understand the need for flexibility with your move and are happy to discuss weekend or bank holiday dates.

What steps do you take to handle moves during adverse weather conditions?

Unfortunately, we are governed by estate agents and solicitors; if it is raining, we still have to move you, and there is no avoiding this. We endeavour to keep your items dry and carpets clean. Carpet protectors or sofa covers are used along with mattress bags and blankets. If particularly heavy rainfall occurs, then we would need to wait and allow this to pass.

Storage

What sizes of storage units are available?

Our self-storage units are of various sizes, ranging from 10 sq ft to 140 sq ft.

How much does it cost to rent a storage unit?

Our prices range depending on the size of the unit, but typically we price at £0.80 and £0.75 per sq ft of storage rented.

What security features are in place at your facility?

Security at our centre is 24-hour CCTV monitored; all rooms have your own padlocks, and doors are accessed via a card reader entry system.

Can I access my storage unit 24/7?

Being a commercial property in a built-up residential area, it would be unfair of us to allow 24-hour access and disturb our neighbours. However, we do have a limited few outside units that can be accessed outside of normal working office hours. We are also working on becoming a semi-automated establishment where access will be granted from 7 am to 7 pm, 7 days a week.

How do I choose the right size storage unit?

We highly recommend that you come to the centre and take a look at the required room before making any reservations, as the final decision lies with you. However, we have trained staff who are more than willing to help you decide.

Are there any restrictions on what I can store?

Yes, there are restrictions on guns, flammables, firearms, and food products. We have a complete list advertised on our storage website www.selfstoragespace.co.uk.

How long is the minimum rental period?

We can accommodate for as long or as little as you require; just speak to one of our friendly staff.

What forms of payment do you accept?

All major debit and credit cards, cash, or transfers. If you are staying with us long term, we will go over a contract with you and sign you up on our direct debit payments system so you don’t have to worry about missing a payment date.

Is there a deposit required to rent a unit?

We will take a small holding deposit from you to secure a particular room that you have requested.

How do I sign up for a storage unit?

Over the phone will be fine to reserve a room. However, we will require you to come along and view the room to make sure it meets your requirements and sign contracts with your proof of ID.

Can I change to a different size unit if needed?

Yes, we can change your unit size at any time, providing we have one available, and if not, we will put you on our list until that desired size becomes available.

What happens if I miss a payment?

With our Direct Debit payment system, payments are rarely missed. However, if for some reason a payment is missed, then one of our friendly reception staff will send you a courtesy email as a gentle reminder.

How can I access my unit?

We have two access points to your unit: via our loading bay doors or our disabled lift access, both accessible from our car park located at the back of our reception opposite Lewes train station.

Are the units indoors or outdoors?

Most of our units are indoors. However, we do have a limited amount of units outside with out-of-hours access.

Do you provide locks, or should I bring my own?

We sell padlocks on-site, or alternatively, we are happy for you to bring your own.

Is insurance required for items in storage?

All units must hold a valid insurance policy. We can offer you our in-store policy, or you can provide your own policy—a copy of which will be required.

How often can I visit my storage unit?

You can visit your storage unit as often as you like, provided it is within our permitted hours.

Do you provide moving carts or dollies?

We have trolleys usable by customers.

Can I authorise someone else to access my unit?

Yes, you can authorise a third party to access your unit on your behalf; we will need an email from you giving permission for this and ID from whoever is accessing on your behalf.

What is your cancellation policy?

There is no cancellation policy; however, we do ask for two weeks’ notice on vacation of units.

Are there any hidden fees I should be aware of?

There are no hidden fees; contracts and fees are transparent.

How do I prepare my items for storage?

All items are at their safest when packed in boxes or wrapped in protective covers. We offer all of the above for sale in our reception area; please speak to a staff member.

Is there adequate lighting in and around the facility?

Yes, there is adequate lighting throughout the building. However, there is not lighting in all of the units, and you may need to use the illumination from the passageways.

How is the facility maintained and cleaned?

We use subcontractors for our maintenance, and we also have general handymen on call when needed. We also have a cleaner by appointment two days per week.

Do you have surveillance cameras?

Yes, we have CCTV monitors in and outside the premises.

What pest control measures are in place?

Malcolm, our pest control guy, is contracted on a year-in, year-out basis to address this.

How do I close out my storage unit?

Notify reception in writing two weeks prior to vacating the unit.

Can I rent a unit online, or do I need to visit in person?

You can make an enquiry through a form on the Self Storage Space website; however, you cannot directly book units online.

Packing Supplies

What types of packing materials do you offer?

All of our packing materials are what the professionals use, from two-ply boxes to our polyurethane tapes. We sell bubble wrap, tapes, boxes, paper wraps, and mattress covers.

Can I purchase packing supplies directly from you even if I'm not using your moving services?

Yes, our shop is open to the general public even if you are not using our removal services.

What is the cost of your basic packing kit?

We offer a multi-buy pack on our website; offers do change from time to time, so come take a look at our website.

Do you sell boxes suitable for heavy items?

All of our packing supplies are trade grade. Where most storage centres supply single-ply boxes, we use two-ply boxes, which are of course a better grade of box, used by the pros.

Are your packing materials recyclable?

85% of our packing materials are recyclable.

Do you offer any bundled packing material packages?

Yes, we offer bundled packing materials; please refer to our website for the price list.

How can I determine how many boxes and supplies I'll need for my move?

One of our trained staff can talk you through your requirements and help you get the right materials for you.

Do you provide custom-sized boxes for irregularly shaped items?

We sell 7 different size boxes, so you should be able to find what you need.

What type of packing material do you recommend for fragile items?

We suggest bubble wrap or paper wrap scrunched up for those fragile pieces.

Can I return unused packing materials for a refund?

Any unused, unopened materials bought from us can be returned to us within a reasonable time frame provided they are undamaged; there will be a 15% restocking fee.

Do you rent out packing supplies like moving blankets and dollies?

Unfortunately, at this time we don’t rent out moving blankets or trolleys.

How much does it cost to have your staff pack my items?

We charge by the hour for our packing services, or we can give a fixed day rate. This is a service we usually offer along with our removal service.

What kind of tape do you recommend for sealing boxes?

We always recommend polyurethane tape; it’s strong, durable, and it’s what we professionals use.

Do you sell bubble wrap?

Yes, we sell bubble wrap. We also sell a new product which is a honeycombed paper wrap, 100% recyclable and soon to take over bubble wrap.

Are mattress bags available through your service?

Mattress bags can be purchased in our reception shop.

What’s the difference between your packing paper and newsprint?

Our packing paper comes in 10 kg packs, making it easier to use than newspapers and does not leave ink print on your belongings.

Do you provide labels or markers for organising boxes?

We sell marker pens in reception for labelling boxes.

How far in advance should I order packing materials before my move?

Order packing materials at least two weeks prior to your move date or before starting your pack.