Update: 10 September 2020

Dear customer,

Thank you for continuing to choose LOVESPACE and for your patience and understanding as we’ve navigated through the challenges that COVID-19 has created around packing, collection and delivery.

Your health and safety, and the health and safety of the LOVESPACE team are hugely important to us. With COVID-19 cases on the rise again, we want to reiterate what precautions we are taking and ask for your help. We have asked our drivers to maintain social distancing. Also, as a reminder, our standard service provides for delivery to the ground floor entrance of your building, if, for example, you live in a block of flats. In some cases, we may be able to deliver to your doorstep if booked in advance, but we will not be able to enter into your home. Thank you for your understanding and help in maintaining safe social distancing.

University students, we know many of you are returning to university after the end of the summer, but many of you are not yet sure when you’ll return or when you’ll need your stuff back. We appreciate this can be stressful, especially if your storage contract is coming to an end. Don’t worry if you’ve been on a longer contract with a discount. We have already locked in the savings you’ve enjoyed, and once your contract ends, your price will not revert back to a higher rolling monthly price until next year at the earliest.

We will endeavour to deliver all your stuff back to you on the day you request. Unfortunately, we occasionally have delays, particularly when there are restrictions of movement related to COVID-19. We use Parcelforce to deliver a small percentage of our customers’ stuff. Parcelforce sometimes experiences a delay, as we saw when the COVID-19 pandemic started. We appreciate your patience if for some unforeseen reason we miss your requested delivery date. We will do everything we can to get things fixed as quickly as possible.

Will Edwards

CEO

Update: 22 May 2020

Dear customer,

Thank you for your patience and assistance in helping us maintain safe distancing since the outbreak of COVID-19. We continue to ask your help in order to protect yourselves and our drivers.

We realise some of you have already left your university accommodation blocks and need someone to pack for you. We are here to help. If you’ve already left one of our approved accommodation blocks, LOVESPACE will come and pack your stuff and put it in storage or arrange to ship it to you. We will only be carrying this out in locations where we can agree safety guidelines with building management in advance, and for customers who have already vacated their accommodations. If you would like us to help, please register at lovespace.co.uk/packing. Please note that this is a separate service from our standard storage service.

The health and safety of our customers, employees and partners is our primary concern at the moment. As a result, we still request you to deliver your stuff to the ground floor of your building if you are able, so that our drivers can maintain safe distancing. Thank you for your understanding.

Will Edwards

Chief Executive Officer

Letter from the LOVESPACE CEO, Published 23/03/2020.

Dear customer,

On Monday evening, our Prime Minister announced more stringent rules to help stave off the spread of COVID-19, including restricting travel and contact between individuals. At LOVESPACE, we plan to continue operating our essential collection and return delivery services, as well as deliver packing materials, and we ask for your help to do so.

In order to protect your safety as well as that of our drivers, it is essential that we now switch to an entirely contactless service. We are asking that you no longer sign our drivers’ hand-held devices to acknowledge a collection or return delivery. In order to limit physical contact, we instead ask that you verbally confirm the completeness of your collection or delivery to your driver and watch as they write your name on their device to confirm your order on your behalf.

In addition, this means that our drivers will only collect from and deliver to the ground floor of your building. They will not be able to collect from your room, and if access to the building is denied, you must bring your items outside to meet them.

We have asked our drivers to take the recommended precautionary measures, including frequent hand washing, wearing gloves, social distancing and staying at home if unwell.

Although we prefer a more personable approach when meeting our customers, these measures are necessary. We hope that you will bear with us in the case of any unforeseen disruptions as a result. Should there be any disruption in our service, we will endeavour to let you know as soon as possible.

Kind regards,

Will Edwards

CEO – LOVESPACE