BY CAROL MIXON

hat is an alternate contact? The alternate contact is someone we contact if we can’t reach the main contact listed on the rental agreement. This person often knows where the main contact is, or how to reach them, especially in urgent situations like a lien sale. While the primary use of the alternate contact is during a lien sale, we also rely on them if something happens at the property, such as a leak from their unit. If we try to contact the main person and they are unavailable, we reach out to the alternate.

Typically, I say to the alternate, “Hi, we’re trying to get in touch with [Name] regarding their storage unit. Can you assist us with that?” We do send pre-liens and lien notices to these alternate contacts, but keep in mind that not all individuals are aware they are designated as alternates.

If someone tells me they are divorced from the primary contact or requests removal as the alternate, I ask them to provide a confirmation letter to be removed from the list. However, if there’s going to be a lien sale, I will still send documents to that alternate contact, unless I have been provided with a new one.

They will likely receive pre-lien and lien notices, but that’s about it. They do not have the right to access the unit, and we cannot allow them in. If the primary tenant provides them with the key and code, that is their decision. When it mentions that they may receive communication from the facility, it refers to pre-liens, liens, emails, or notifications regarding past-due payments. The process begins with a past-due notice, followed by the lien process. Occasionally, we might use their information to reach out and say, “Hey, we’re looking for so-and-so.”

The alternate contact cannot access the unit, remove property, make account changes, sign documents, or terminate the lease—those actions are not allowed.

We try to have an alternate contact so we can inform the tenant that their belongings will be auctioned. There have been instances when I’ve called the alternate contact because we couldn’t reach the primary tenant. I remember a situation where I had to move items from one storage facility to another. Having alternate contacts proved to be incredibly helpful. I was very grateful for their assistance, as they often had valuable information, like, “Oh yeah, they moved to a different place now.”

I know some managers might say that providing an alternate contact is optional, but I don’t think that should be the case. It’s beneficial to have an alternate contact who isn’t responsible for payments in case we need to reach someone. It’s better to have someone who knows where the tenant might be if they’ve moved or if something has happened to them.

Best practices dictate that we should always ask for an alternate contact. Even if they decline, at least we can say we made the effort to ask.

The general rule is no access, but what if there is written authorization? I believe there have been a few instances where this has happened, typically when a person is incarcerated or hospitalized and unable to access their belongings.

What kind of written authorization are we discussing? Ideally, I would prefer a notarized document. I recall a situation from years ago where someone said, “My wife is in the hospital. This item is in her unit, and I need to retrieve it to help her when she comes home.” We suggested that he have her sign a simple document authorizing him to access the unit, and we matched her signature to it.

Some people claim legal authority to access the unit, but I would argue that they must have a court order. Sometimes individuals present a death certificate, claiming, “My parents have passed away. Here is the death certificate.” However, anyone can obtain a death certificate, so that doesn’t suffice. They must go to court and state, “I need permission to access this storage unit, and it is in my father’s name. I am the sole heir.”

Just being an alternate contact does not grant them any legal status to access that unit. They must have a specific document. This policy protects the customer’s property and minimizes your liability.

I want to share an important point about conducting audits of rental agreements. One key aspect I focus on is the alternate address. Often, I find that people provide insufficient alternate contact info, such as a secondary phone number or the name of a place they frequent, like a gym. However, it is essential to include a complete alternate address. Self-storage lien laws specifically require this information to ensure that letters can be sent to another location.

If the alternate address is missing, I give them a piece of stationery with the facility’s address. Once they obtain that information, they can send it to the facility to be attached to their contract.

Many storage facilities have faced significant consequences, especially during lien sales, for failing to send the proper documentation to the alternate contacts. It is crucial to follow these guidelines to avoid any issues.

No. Just flat out, no. However, if someone wants to pay, let them. I’ve had managers call and say, “Hey, this alternative wants to pay.” I’m OK with that! Then they ask, “What if they use a credit card? What if they take all the items out?” I suggest giving them 10 days for the payment to be processed before allowing the tenant to access the storage unit if someone other than them pays their debt. You should have a procedure in place to ensure that payment is processed before granting the tenant access.

For security, it’s important to send them a credit card authorization form, if needed, and have them sign it. This way, they can’t initiate a chargeback, and you won’t be left in a difficult situation.

Additionally, it’s best practice for storage managers to collect complete contact information from all customers.

I focus on gathering all necessary information from them and clarifying that they must designate an alternate. It’s important that they provide their full address, including the ZIP code. While we can sometimes deduce the ZIP code, it’s essential to have a complete and accurate address. When it comes to the alternate contact, they need to be a completely different person.

Typically, when you call places to make appointments, you’re already in their system, and the agent often asks, “Is your email and address the same as the last time you rented a unit?” Self-storage managers could easily verify information when speaking with tenants over the phone. For example, they could ask, “Is Bob Smith still your alternate contact, or do you need to change anything?”

Sometimes we address these issues, but we don’t always take action. If you hear that someone has split, for instance, it’s important to follow up. Most of the time we’re sitting in front of computer screens, no longer dealing with paper copies, so this is an easy task.

It can streamline the process if you say, “I have everything pulled up; is this still a good phone number? Is this still your correct email? Is this still your valid alternate contact?”

My biggest takeaway about alternate contacts: DON’T SKIP THIS SECTION OF THE RENTAL AGREEMENT.

Including an alternate contact in the rental agreement is a critical step that should not be overlooked. This designated person, whether a friend, family member, or another trusted individual, serves as an important communication link in case issues arise, such as missed payments or unexpected challenges. While they don’t have decision-making rights for the account, having an alternate contact can facilitate essential communication, especially when the customer may be unable to respond, such as during hospitalization. This proactive measure helps ensure that important notifications reach someone who can act, if necessary, ultimately safeguarding both the customer’s interests and the integrity of the rental agreement.