Frequently Asked Questions

The information on this website is intended to supply general information for guidance purposes only.

Further details of our services are available on request.

Q. Are my goods insured?

A. Self Storage Insurance can be arranged through our partner Insurastore. Please follow the link for prices and more information. 

Q. How do I gain access to my container?

A. Gaining access to our storage containers is very simple, we have a very helpful video showing the steps to safely open and close our containers on our videos page. For access, remove the locking bars and open the door slowly. once opened, reposition the handles back in the rests to prevent closure. you can also place an object in front of the door to prevent it from shutting while you’re using the container. Take care in high winds as an open door can swing without warning. 

Q. What is contactless key collection?

A. Sometimes our customers would like to collect their keys to their storage container socially distanced, so we accomadate our customers requests we offer a contactless key collection.  Once you have booked your container either over the phone or online, our customer service team will contact you to complete our contract and will arrange for your key to be located within the lock on site and our site manager will keep socially distance during the collection and can help by providng our helpful storage videos.  Please follow the link for more information.

Q. Are your units weatherproof and clean?

A.Yes, our units are weatherproof. Each time a customer returns keys to us the stores are checked and cleaned before they are hired out to the next customer. We have a maintenance team who refurbish the containers and keep them in good condition. See what our customers think by following the link - 

Q. What happens when the weather gets cold and there is frost on the self-storage site?

A. The weather can be sparactic and we ask that when the weather changes and starts to have a cold spell, we ask our customers to take care on site during this time with your lock and with footing. Please follow the link for prices and more information. 

Q. Do I have to pay a deposit?

A. When you store with us we ask you to pay a small deposit of £25 for the key, more as reminder to return the key to us when you’ve finished with the store, (once the key is returned you will receive the deposit back).

Q. Do I really hold the keys?

A. Yes. We provide you with a high security lock and key to your store.

Q. Is there a minimum period for hiring the store?

A. Our minimum period is as little as a week. We do ask you to pay for a full month’s storage when you first hire the store but we’ll refund any part of the month you’ve paid for but not used (subject to the minimum period of a week) when you return the key to us. 

Q. What do I need to pay for the store?

A. Follow our link - 

Q. How do I pay for the store?

A. When you first hire the store from us, we ask you to pay for one month's storage and a refundable key deposit. We will then invoice you on the 1st of each month until you vacate your store and return the key to us. We can send your invoice to you by email or by the post. Just let us know which method you prefer when you complete our agreement and collect your key. When you receive invoices from us payment is due 14 days from the date of the invoice. You can make a payment to us in the following ways.

By direct debit - This is the simplest way to pay as payments will be collected from your account each month and you don't need to remember to forward a  payment to us.

By debit or credit card - You can ring our U Hold The Key free phone number 0800 389 43 19 and make a payment by debit or credit card. We can take a payment from you anytime day or night, 365 days a year.

By bank transfer or standing order - We will give you our bank details when you become a customer and these will show on all our invoices and statements.

Via our U Hold The Key website - Follow the link on our website 'Make a payment on your account' to make a payment with your credit or debit card or via Paypal.

Q. How do I get access to your site?

A. Most of our sites operate using an electronic fob gate system that allows customers on site using one of our programmed fobs. The fob is presented to a pad on the gates on site to open the gates allowing access. The fob is programmed to only open the gates on the site where the store is being hired and will be deactivated when you are no longer hiring the store. Our sites that don't use this system have security guards on site to monitor access.

Q. When can I get access to our store?

A. We know that our customers have different needs for when they want to access their stores. So whether you need access early in the morning to take tools out of your store for work , or you need to be in last thing at night you will be able to get into your store at a time to suite you, so we've made sure access is available on our sites. (except Middlesbrough where access is restricted between 9:00pm and 7:00am) 24 hours a day, 7 days a week, 365 days a year.

Q. Do I have to tell you how long I need the store for?

A.No. You can hire the store for as long or short as you like subject to our minimum hire period of a week. We will continue to invoice you on the 1st of each month until you let us know you are no longer using the store. It is important though for you to tell us when you’ve emptied the store and returned the key to us otherwise we’ll continue to invoice you.

Q. What happens when I move out?

A. When you've emptied the store send us a quick email or give us a call for free on 0800 389 43 19 to let us know you have vacated. There is also a letter box on each of our sites for you to drop the key into. You will shown where these are when you hire the store from us. We will then update your account and if your account is paid up to date we will credit your account with any days in the month you have paid for and not used together with the deposit you have paid for the keys. We will send you a statement by email or post (depending on how we are sending invoices to you) showing your balance. If we owe you money we will ask for your bank details so we can make a bank transfer into your account. You will usually receive your refund within 3 or 4 working days of receiving your bank details.

Q. Do the stores suffer from condensation?

A. We have very little problem with condensation. Condensation was generally associated with older (1980's and before) flat roof designed containers; modern stores don’t have the same problem. From our experience, on the rare times when condensation does occur, it’s generally as a result or moisture being imported into the container by loading it on a wet day or going in and out of the store on a wet day. So, if you can, (we know the great British weather doesn’t always allow) try to access your store when it’s not wet. To give you peace of mind we do sell a product called an Absorpole which takes excess moisture from the air (Contact us if you would like more information regarding this). For more information relating to this please see our cold weather warning page for additional information regarding condensation

Q. Is the storage secure?

A. All of our units are integrally secure including a high security lock and other physical measures. Most of our sites are accessed with electronic gate system and only our customers have access to the site. Only you have a key to your store. Our best evidence is our excellent record. Another point worth noting is that all of our stores look alike. We don't disclose contents to anyone - even if we know them - would you?

Q. Can I leave things in the store for you to dispose of?

A. When you are ready to vacate the store, we do ask you to take all your belonging with you. It is really expensive for us to dispose of rubbish and items left in your container store as a commercial business. Unfortunately, we will charge you for the disposing of goods left in the store after you vacate. 

Q. What do I do when I’ve finished using the store?

A.When you’ve emptied the container, give us a quick call on 0800 389 4319 so we know the date you stopped using the store.  If you can then drop the key in the letter box on the office where you first collected the key we’ll pick it up when we’re next on site.  There’s an additional letter box at Colsterworth on the warehouse near the gate to the big yard. We’ll then update your account and refund any part of the month that you’ve paid for but not used (subject to a minimum period of one week) together with the deposit you paid for the key when you first hired the store.

Q. Is it as easy as it sounds?

A. Yes, we have made the full process of looking, finding, enquiring, booking and storing as easy as we can. We thought about what can make self storage difficult; taking stuff to a first or second floor, being watched every step of the way, no access when you want it, access charges, price and unhelpful service. We also thought that deposits and minimum period contracts would put you off using self storage. So, we did the obvious. We opened sites in convenient places (and we still do). We keep every store at ground level access so you can back a van right up to it. We set the price so that self storage is accessible to everyone. We made the whole process as easy as we can, to see what our customers think  

Q. How do I arrange storage?

A. You can book a store with us through our website  Select which U Hold The Key location suits you best and follow the prompts to book a store on line.  Or you can raise an enquiry through and we will contact you by phone or email to help with your booking. You can also give us a call on 0800 389 43 19 and our experienced staff will be able to advise you on the size of container you may require and which site may best suit your needs.  You can also book a store on the go with our U Hold The Key App that is available to download on IOS and Android devices.

Q. Are there any extra charges?

A. Here at U Hold The Key we are upfront with you, about all aspects relating to choosing us for your storage needs.  There are occassions we need to charge extra but these are related to certain circumstances including damages, lost keys and call outs for our site managers. However there are sometimes when this is out of our control due to 3rd party maintenance on site or if any of our provided equipment becomes faulty, this will not be affected by any additional charges. For further information visit our extra charges page here.


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