Make Security a Priority
by Lynn Sykes, Storage Asset Management
While we hope that the holiday season is merry and bright for everyone, there are some people who are more "Grinch-esque" and seek to go "Christmas shopping" at local self-storage facilities. With current economic conditions, the self-storage industry has seen a significant uptick in break-ins and onsite criminal activity. There are markets throughout the state that are experiencing numerous break-ins in a single day. In the Plano area, the local police department sent out a notice to surrounding storage facilities alerting them that self-storage properties, in particular, have recently been targeted by criminals. One facility reported more than 75 break-ins during a two-week period. Vehicles, trailers and RVs are being stolen directly from storage sites. And in some cases, not only are items being stolen, but facility property is being damaged in the process.
If you take pride in your storage business and your reputation, crime at your facility can do real damage to both. As storage owners, you should want nothing more than for customers to feel the utmost level of security when storing their belongings at your property. There are numerous solutions to help bolster your facility’s security and mitigate criminal activity, and many of them will not break the bank.
Basic Security Measures
Awareness is key. Most break-ins and other criminal acts are committed by current or past tenants, so make sure to include this information when training onsite managers and other staff to make them aware. Because of this statistic, close attention to detail should be paid when doing daily or weekly facility walk-throughs.
Get your tenants involved. You can also employ your tenants to “say something if they see something,” so you have extra sets of eyes on the lookout for strange tenant activity. This can be particularly helpful during periods when you are not watching your security camera footage or doing property checks. If a neighboring tenant notices another tenant engaging in questionable behavior, such as sleeping in their unit or loitering after hours, you want them to let you know. While you don’t want to give new tenants any doubt about the security of your facility, this kind of “village mentality” can be a huge asset in identifying problem tenants before the situation gets out of hand. And once you are made aware of a tenant who is breaching the lease or is cause for security concerns, don’t waste any time—nip it in the bud and send them a notice to vacate or a notice of termination ASAP.
Control your access hours. Many operators still allow 24/7 access for all tenants. This can be a huge misstep, as we have all heard the saying, “Nothing good happens at a storage facility after 10 p.m.” Take that into consideration and begin restricting 24-hour access for tenants who do not need to enter their units regularly after business hours, unless they make a special request, which can be reviewed and dealt with on a case-by-case basis.
Unique gate codes are a must. Ensuring you can track your tenants’ comings and goings through a gate/access control system should be considered standard practice in the self-storage industry these days. Providing each tenant with a unique gate code allows you to easily track gate activity through your access control system to help identify possible suspects should you experience a break-in or other type of criminal activity.
Make sure to review gate access log reports regularly to spot any patterns or discrepancies. This is a good way to detect tenants who are entering the facility late in the day and not exiting the property until after hours or even the next day. If you notice that a specific tenant is onsite during multiple reported incidents, they could be the culprit. Also, if possible, try setting up six-digit gate codes versus the typical four-digit access code. The probability that a criminal can guess a four-digit number is significantly higher, so if the functionality exists within your gate system, try this simple change to add one more layer of security to your facility.
Invest in cameras or a security system. Sure, certain high-tech systems cost thousands of dollars, so some smaller operators may not believe that a surveillance system is worth it, but the sense of security it will provide current and prospective tenants is worth the investment on its own. And that’s exactly what a security system is…an investment in the security of your facility, your onsite staff and your tenants.
Security technology has come a long way, and this type of digital surveillance is an excellent crime deterrent. Tamper-proof cameras that only record motion-detected activity is the way to go, as it is easier to spot an incident on recorded footage. This new camera technology has the capability to send notifications to a smart phone when activity is flagged. There are also third-party companies that monitor your cameras for you, so when suspicious activity is taking place, the monitoring company can broadcast a warning through a speaker and/or send you a notification. Make sure you choose a surveillance system that can be viewed from anywhere, and on any device with an Internet connection. Camera placement is paramount, so don’t sleep on that part of the equation. Setting up cameras near your gate, the office and around occupied and unoccupied units will provide optimal vantage points in common areas where criminal activity often occurs.
Adequate lighting is a bright idea. Criminals like to hide in the shadows and tend to steer clear of well-lit areas. At regular intervals, survey your property for sufficient lighting, and if you notice a lightbulb that is losing its luster, replace it immediately. This will not only help deter crime, but it will also help your customers to feel secure when visiting their unit at any time of the day or night. Also, consider switching to LED lighting and motion detection lighting to help illuminate your space and save on energy costs.
Ensure all units are locked. Whether you are an early adopter of the new smart locks or DaVinci locks, or you are a loyal user of disc or cylinder locks; make sure that all units are always locked. If you notice that a tenant forgot to lock their unit, overlock it and send them a notice of improperly secured space. If you discover that a tenant moved out without notifying the facility, put a lock on the unit until it is leased to a new tenant. This practice will ensure that you don’t attract “squatters” or that new tenants do not accidentally move into the wrong unit.
When in need, hire a security guard. An onsite security presence is a great way to deter potential criminal activity, however, it can get expensive in a hurry. It can be a good temporary solution if you are experiencing repeat incidents, like the facility mentioned above that had over 75 break-ins in the span of two weeks.
Utilize your local police department. Be sure to call your local police department to report any serious issues or incidents on your property. If your facility is located in a high-crime area or you notice a steep increase in criminal activity, request an officer to patrol the area more frequently. However, be cautious in contacting the police too often, as you don’t want to be viewed as “the facility that cried wolf” and encourage them to be less amenable to future requests for assistance. Also, some might suggest that an off-duty police officer parked at or near your facility will help to decrease crime, but it also can send an unconscious signal to current and prospective tenants that your property is not secure, which is the exact opposite reaction you want to elicit.
New Technology to Consider
Access Control – Recently, there have been major technological advances in the access control arena. With the rollout of Janus International’s Nokē Smart Entry System, Bluetooth smart lock technology has been introduced to allow customers to lock and unlock their units from a smart phone. It also gives operators the ability to revoke access rights upon tenant delinquency. PTI Security Systems and OpenTech Alliance also offer smart access control products to ease security woes, help automate your processes and provide an elevated customer experience. These types of smart access systems can also help bring in additional revenue, as customers are willing to pay for the added convenience and security. Facilities across the state are adopting this new smart technology and loving it…and so are their customers. We will continue to see an increase in the use of such systems as time passes and technology continues to evolve. Do some research to find out if a smart access system is right for your business.
Locks - Most operators offer online rentals, but in order to do this successfully, you have to have a system in place to give access to new tenants. DaVinci locks or serial combination locks allow you to text a code to the new online renter, who can then remove the lock to access the unit. No need to send a manager to the property to unlock the unit for the new renter. This type of lock is helpful in dealing with delinquent tenants, too. As soon as the tenant pays their balance in full, you can text them the code so they can have immediate access to their unit.
In summary, security is vital to the success of your business and should be a top priority, not only during the holidays, but all year long. It's not something that you should “set and forget,” but rather something that should be consistently monitored (just like your facility) and reevaluated regularly. You don’t need all the new tech, but there are some great products out there right now that are worth the investment. In the end, do whatever is necessary to ensure the safety of your facility, your onsite staff and your tenants. May your holiday season be merry, bright...and above all, safe!
Additional Security Resources—Recent Luncheon Presentation Recordings