Updated 6:30pm Wednesday 7th May 2014
We would like to thank all of our customers for your patience and assistance during the last month.
Moving almost 400 customers out of Block B in a month has been an enormous undertaking for us,
only made possible by the co-operation, goodwill and assistance of our customers.
We know that many of our customers suffered terrible losses in the fire and we greatly appreciate the courtesy,
dignity and understanding overwhelmingly displayed by our affected customers.
Only a few customers still have belongings within Block B and we are continuing to contact those
customers to arrange for the removal of their belongings.
Most of the customers whose belongings were intermingled have now been contacted and many have
now viewed the intermingled goods.
We are continuing to contact the remaining customers to arrange for them to view those goods.
Updated 12:00pm Tuesday 29th April 2014
We are continuing to contact customers to remove their belongings from Block B.
We are also continuing to contact customers from units 1037 to 1047, 1070 to 1074, 1099 to 1104, 1133 to 1136, 1162 to 1164, 1193 to 1199 and 1261 to 1270
to make appointments to view the intermingled goods that have been collected from the site.
Please feel free to contact us on 04 387 4478 to arrange to collect your belongings.
The remainder of the facility is operating normally.
Updated 7:57pm Saturday 26th April 2014
Customers with units with the following numbers are invited to call us on 04 387 4478 to make
an appointment to view the intermingled goods that have been collected by the contractors during
the process of clearing rubble from around the building: 1037 to 1047, 1070 to 1074, 1099 to 1104,
1133 to 1136, 1162 to 1164, 1193 to 1199 and 1261 to 1270.
We will be contacting customers with those unit numbers this week to arrange an appointment.
Unfortunately, viewing of these goods is by appointment only due to necessary security procedures.
Updated 3:46pm Wednesday 23rd April 2014
We now have a better understanding of the future of Block B.
The building will remain accessible and as it is for at least two months before either being demolished or rebuilt.
The building has, however, been badly damaged and remaining goods are subject to further deterioration
and so we have been working to enable customers to remove their belongings from the building as soon as possible.
Before the building is eventually demolished, any remaining unclaimed identifiable items will be stored elsewhere
to provide customers more time to claim them.
The belongings of a small number of units were intermingled when part of the building was demolished during the fire.
Customers from those units are able to come to the facility to view the intermingled goods where they lie, and most have already done so.
As we clear the rubble we are keeping identifiable items to allow the customers of those units to search for missing items.
We will begin the process of making appointments with customers of those units next week to view the collected intermingled goods.
Updated 1:01pm Tuesday 22nd April 2014
We continue to contact customers to arrange for the removal of their belongings from Block B.
Please contact us on 04 387 4478 or visit the Kilbirnie facility if you have belongings in Block B and have not so far heard from us.
From today the facility will be resuming 24 hour access for access to Blocks A, C, D and E.
Security is in place to guard Block B.
Office hours will return to the normal hours of 8:30AM to 6:00PM Monday to Friday and 9:00AM to 4:00PM Saturday and Sunday.
The office will be open on Anzac Day from 8:30AM to 6:00PM.
Updated 7:11am Monday 21st April 2014
All units in blocks A, C, D and E are now accessible.
We had earlier advised that units numbers 97 to 122 and 600 to 617 were temporarily not able to be accessed.
Those units are now available to be accessed due to the completion of fencing around Block B.
Updated 4:44pm Saturday 19th April 2014
We have now been able to arrange for the Kilbirnie facility to open on Easter Monday from 8:30AM to 6PM.
Updated 5:10pm Thursday 17th April 2014
Today we have reached 80% of Block B customers who have had their belongings removed from the building.
We continue to follow up the remaining customers in B Block to come and visit us or phone us on
04 387 4478 to arrange to have their belongings removed. The facility will be closed over Easter Friday
and Easter Monday, but open Saturday 19 April and Sunday 20 April from 8.30am to 6pm.
Customers in B Block are being contacted by the Ministry of Justice service for victims called
You can also visit their web site http://www.victimsinfo.govt.nz
or phone them on 0800 650 654.
We are mailing a copy of their booklet with the refund cheques.
Updated 4:48pm Tuesday 15th April 2014
The facility will be open to all customers between 8:30AM and 6:00PM every day except Easter Friday and Easter Monday, when the facility will be closed.
As of earlier today 135 out of 170 customers with units in the ground floor and 141 out of 220 customers with units
on the upper level of Block B had had their belongings removed from the building.
We continue to contact customers to arrange for them to have their belongings removed.
Customers with units in Block B may come to the facility any time during our opening hours of
8:30AM to 6:00PM to have their belongings removed.
We provide free of charge removal, transportation, and storage of customers’ belongings at another storage facility for up to one month.
Customers with units on the upper level should wear appropriate clothing including strong gloves and gumboots. We can provide hard hats and vests.
The police have announced that they have made an arrest in relation to the arson attack on Block B.
Updated 1:10pm Monday 14th April 2014
As of last night 110 out of 170 customers on the ground floor of Block B and 101 out of 220 customers
on the upper level of Block B had removed their belongings. More customers are removing their
belongings today or have made appointments for removal. We are continuing to try to make contact
with all customers with units in Block B and we invite any who have not already heard from us
to contact us on 04 387 4478 or to come to the facility.
We will process and send refunds where applicable to affected customers this week.
Updated 12:30pm Sunday 13th April 2014
We continue to invite all customers in B Block to contact us or visit to remove the contents of their units
especially those in units noted in our last update yesterday.
If your unit is upstairs please ensure you bring appropriate footwear such as gumboots,
strong gloves such as gardening gloves and appropriate clothing.
Hard hats and vests will be provided.
If you wish to take any goods away we suggest you bring a plastic bin.
Access for existing customers in Blocks A, C, D, and E has been extended from 8.30am to 6pm including today.
Updated 1:45pm Saturday 12th April 2014
We are contacting customers upstairs in B Block with units 1037 to 1047, 1069 to 1074, 1097 to 1104,
1131 to 1136, 1162 to 1164, 1193 to 1199, 1223,1224,1261 to 1266 to visit and take away any items before 5pm on Monday 14.
After this date we will be moving the goods aside to make access to other units.
If you haven't heard from us please ring to arrange a time to visit or come directly to the facility.
All other customers in B Block are encouraged to visit or phone us as soon as possible.
Please remember to bring appropriate foot wear such as gum boots, strong gloves such as gardening gloves and dress suitably.
Hard hats and vests will be supplied.
Updated 6:45pm Friday 11th April 2014
Would all customers with units in Block B please contact us urgently regarding removal of their belongings.
We are concerned that current weather conditions may be causing further damage to belongings that remain within the building.
Updated 12:35pm Friday 11th April 2014
We invite our customers in Block B to contact us regarding the removal of their belongings.
Please call us on 04 387-4478.
Updated 9:23am Friday 11th April 2014
We are progressing well with access as discussed in our last update.
Updated 6:40pm Thursday 10th April 2014
Tomorrow we will allow customers access to further corridors on the upper level of Block B
including units with the following numbers: 1086 to 1096, 1117 to 1130, 1146, 1148 to 1161,
and 1178 to 1192.
Please contact us if you have one of those units and have not already heard from us to book an appointment.
Earlier we had said that we planned to transfer the belongings on the upper level of Block B to a warehouse for collection.
We have subsequently received engineering advice that we can safely take customers to the upper level and so we have decided
that it is best for customers to view their belongings as they are before they are removed.
Customers coming to the upper level must be appropriately dressed for a wet and ash-covered environment,
including wearing strong gloves and strong, waterproof footwear such as gumboots.
We will provide hard hats and vests.
Customers wishing to take their belongings away should bring plastic bins.
Unfortunately we are unable to offer storage for burnt goods.
Customers with internal units on the ground floor of Block B can ring us if they have not already
been in contact with us to make an appointment to remove their belongings or they may simply
arrive at the facility and we will be able to facilitate the removal of their belongings
and transfer to another storage unit if desired.
The facility will be open each day for access by customers with units in Blocks A, C, D, and E
(except unit numbers 97 to 122 and 600 to 617) between the hours of 9AM and 5PM.
Limits on the number of vehicles entering the facility may be imposed if the facility becomes too busy.
Today, a weekday with rainy weather, no limits were imposed on access by vehicle.
Updated 12:00pm Thursday 10th April 2014
This morning we opened access for customers with units in Blocks A, C, D, and E (except unit numbers 97 to 122 and 600 to 617).
The hours of access are 10AM to 5PM.
We have a queuing system for customers wishing to bring vehicles into the facility but at present
there is no waiting time for customers wishing to bring vehicles into the facility.
We have begun providing access to customers on one corridor of the upper level of Block B.
We are continuing to contact customers to make appointments for the removal of belongings from both levels of Block B.
We invite any customers wishing to have their belongings removed from the ground floor of Block B to contact us on 04 387-4478.
Updated 10:40pm Wednesday 9th April 2014
Correction to part of the previous update:
Tomorrow we will reopen the facility to existing customers with units in Blocks A, C, D, and E (except unit
numbers 97 to 122 and 600 to 617 which will remain closed for a few days). Hours will be from 10 am to 5 pm.
Access will be unlimited for customers not intending to bring a vehicle into the facility.
For customers intending to bring a vehicle into the facility access will be on a strictly
limited basis with limitations on the number of vehicles within the facility at any one time and
visits will be restricted to 30 minutes.
Access for customers intending to bring a vehicle onto the facility to access Blocks A, C, D and E
will be on a first come first served basis. We will not be taking telephone appointments for access to those blocks with a vehicle.
Customers wishing to gain access to those blocks with a vehicle should come to the office at the facility
and request a queuing number. We ask that customers who do not urgently require access to their
units with a vehicle to be patient and please allow those with more urgent needs to access their units first.
Updated 5:40pm Wednesday 9th April 2014
We continue to make good progress with customers regarding removing goods from the ground floor level of Block B.
Any ground floor customers in Block B (unit numbers 200 to 370) may call us on 04 387 4478 to make an appointment
for the removal of their belongings.
Tomorrow we will reopen the facility to existing customers with belongings in Blocks A, C, D,
and E (except unit numbers 97 to 122 and 600 to 617 which will remain closed for a few days).
Access will be on a strictly limited basis with limitations on the number of customers within
the facility at any one time and visits will be restricted to 30 minutes.
Hours will be from 10 am to 5 pm.
Customers wishing to bring vehicles into the facility will be strictly limited.
Access for customers in Blocks A, C, D and E will be on a first come first served basis.
We will not be taking telephone appointments for access to those blocks.
Customer wishing to gain access to those blocks should come to the office at the facility
and request a queuing number.
We ask that customers who do not urgently require access to their units to be patient and
please allow those with more urgent needs to access their units first.
We also plan to begin contacting customers with units on the upper level of Block B tomorrow.
Access will be limited at first to only one corridor.
Updated 1:30pm Wednesday 9th April 2014
We have now re-established our call centre at the Kilbirnie facility.
We now invite all customers with units numbered between 200 and 370 to ring us on 04 387 4478 to make an appointment
to have their belongings removed.
We will have a third phone line connected shortly but if the lines are busy please leave a message and we will call you back.
Updated 6:57pm Tuesday 8th April 2014
Today 20 customers watched as we removed their belongings from their units on the ground floor of Block B.
The contractors are making good progress making the upper level safe and placing tarpaulins over exposed areas.
We will continue contacting customers to remove their goods from the ground floor of Block B.
The contractors will continue to improve conditions on the upper level.
We hope to be able to reopen most of the remainder of the facility on Thursday.
Numbers of visitors at any one time and duration of visits will be strictly limited.
Updated 4:55pm Tuesday 8th April 2014
The Police have created a dedicated email address for the fire.
The Police can be contacted regarding the fire at the Kilbirnie facility at this email address
Updated 12:42pm Tuesday 8th April 2014
We have begun contacting customers on the ground floor.
A number of customers have already had their belongings removed from the building.
There are 170 ground floor units.
We have been authorised to have five customers present at any one time.
We are hoping to increase that number.
We ask you to please be patient while we work through this process.
We plan to begin removals from the upper floor units in a few days time.
Due to constraints regarding alternative storage locations, we are able to offer priority to customers who are able to store their belongings at their homes.
If you are able to store your belongings at your home,
please indicate that to us by noting that on the Priority Request Form (Click Here)
If any units (particularly upper level units) contain documents or items of national or significant historical importance please
indicate that to us using the Priority Request Form (Click Here)
and we will contact you about them.
Updated 4:17pm Monday 7th April 2014
We are preparing for the removal of belongings from Block B, the damaged part of the facility.
Block B contains units beginning with the following numbers: 200, 300, 1000, 1100, and 1200.
This process will begin with the ground floor units.
Where possible we would like our customers to attend while this is done.
Customers will be able to take their belongings away with our assistance or we can remove the goods for customers and transport them to a new location.
We can arrange storage units at other storage facilities in Wellington to accommodate the belongings.
There will be no charge to customers for removal assistance, transportation, or storage of their belongings for the first month at an alternative location.
Due to health and safety as well as security requirements, this process will be undertaken by appointment.
We will contact affected customers progressively to make appointments for them to come to the facility and for their belongings to be removed.
The order in which we contact customers will depend on a number of factors including the location of their units,
the condition of the building in various areas, and the work being undertaken in certain parts of the building.
We are able to consider requests for priority for people who have good reason to seek an early appointment.
We have set up a Priority Request Form (Click Here)
for people seeking an early appointment.
Alternatively, if customers prefer, they can register their request by calling our database service on 0800 79 77 79.
All other customer enquiries should still be made by calling us on 04 387-4478.
We are also developing a process to manage the return of intermingled belongings.
Over the last few days we have tried to make contact with all of our customers.
If you have not heard from us by phone or email, would you please update your contact details using
this Change Contact Details Form (Click Here)
Alternatively, if customers prefer, they can provide their contact details by calling our database service on 0800 79 77 79.
All other customer enquiries should still be made by calling us on 04 387-4478.
The facility will remain closed for the time being.
We will provide more information about the expected timeframes for the return of customer belongings and the reopening of the facility once the process has begun.
We thank you for your continuing patience as we work through this process.
Updated 10:04am Monday 7th April 2014
Contractors have started work to make the site safe and weatherproof.
Updated 9:30pm Sunday 6th April 2014
Customers wishing to use the police file number given below for an insurance claim need to
contact the police at
Customers without insurance should also contact the Police at that address to register
their loss as reparation may be payable if someone is prosecuted and convicted of a crime.
Police are also interested in the value of victims’ losses as this may affect the charge that can be laid.
Updated 6:33pm Sunday 6th April 2014
The Police have announced that they are treating the fire as suspicious.
The police have asked that we inform our customers of the victim support telephone number which is 0800 842 846
and the police file number for this incident which is 140406 / 5140.
Updated 4:00pm Sunday 6th April 2014
Two engineering firms have now inspected the site and provided information on the state of the building
and the work we need to do to make it safe.
We have engaged contractors who we expect to begin work tomorrow to secure the building from the weather and make it safe.
We hope to able to make an announcement tomorrow or the next day regarding the removal of belongings from the building.
Updated 10:22am Sunday 6th April 2014
The facility remains closed at present. This morning we are working to make the building safe for access.
At this stage we are not certain how long this phase of work will take.
Once the building has been made safe we will begin a process of removing the remaining belongings.
Wherever possible we want to do this on a unit by unit basis, with the customer present.
Unfortunately, many of the remaining belongings on the upper floor (where there is a lot of fire damage) have been
intermingled as the fire fighters opened many units to search for remaining sources of fire.
The intermingled goods will be transferred to a warehouse in an organised way where they will be
made available for collection under controlled supervision.
At this stage it appears that it is unlikely that customers will be able to come to the upper
floor of the building due to the danger of entering such a damaged area.
We ask customers for the time being please not to come to the facility as we are now very busy
with this next phase of work.
Our call centre is open again and can be contacted on 04 478 4786 for more information.
We will provide more information about the timeframes once we learn more.
Updated 6:18pm Saturday 5th April 2014
The police and fire investigation work has now been concluded.
The police have left the facility and it has returned to Kiwi Self Storage control.
At this stage we are not allowed to provide access to our own staff or to customers until
contractors have made the site safe and confined the area affected by the fire,
in accordance with health and safety requirements.
We will then have to establish safe passage to the affected building.
We have arranged extra security patrols to keep the site safe.
This will be the last update for today.
Our call centre is now closed for the evening and will reopen at 8:30 AM.
We will provide more information tomorrow on the procedure and timing for allowing customers access to the facility and their belongings.
We thank you for your patience.
Updated 3:58pm Saturday 5th April 2014
All fire engines have now departed from the facility.
The police and fire examiners are continuing their investigations.
Updated 1:48pm Saturday 5th April 2014
The police have now taken control of the site and the police and fire investigations have begun.
We have now had the chance to do a quick inspection of the ground floor of Block B, including looking inside two units.
So far we have not seen any fire damage on the ground floor.
The floor is very wet and there is water damage.
We hope to be allowed to inspect the upper level of Block B shortly.
Updated 1:07pm Saturday 5th April 2014
There is no further information at this time.
Updated 12:11pm Saturday 5th April 2014
The fire and police investigations at the Kilbirnie facility are now under way.
At this stage there is no indication on how long that process will take.
Updated 9:50am Saturday 5th April 2014
The fire at our Kilbirnie facility has now been extinguished.
The fire service is in the process of departing.
Security patrols are in place.
The site remains under the control of the fire department.
We understand that at some point today the site may be handed to the police for them to conduct an investigation,
together with a fire examiner.
For the time being the facility remains closed.
As reported last night, the fire damage has mostly been suffered by the upper level of Block B.
Although we have not yet had the chance to inspect the extent of the damage,
it appears that the lower level of Block B has suffered water and other damage,
but the damage appears to be less extensive than expected.
At this stage it appears that the remaining blocks being A, C, D and E have been largely undamaged.
Our General Manager is at the Kilbirnie facility today with the management team.
Customers are invited to come to the facility office to discuss the situation with them,
although we are unable to provide access to the facility at this stage.
Customers may also call our call centre on 04 387 4478 or 04 478 4786 for further information.
Updated 5:53pm Friday 4th April 2014
The fire at our Kilbirnie facility has now been brought under control. We understand that the work by the fire service
to partially remove areas of the top floor of the two level building Block B has been completed.
Firefighters now have access to the building.
From first reports it appears that fire damage to the ground floor of Block B has been less extensive than first thought.
We are continuing to work to assess the extent of the damage, which will include water damage.
Damage to the top floor has been more extensive.
At this stage it appears that the remaining blocks being A, C, D and E have been largely undamaged.
We have arranged for security to patrol the site. Once we regain control over the site we will, where possible, work to do what
we can to preserve the belongings that have not been destroyed.
For now the facility will remain closed and will be subject to fire and police investigations.
We will provide more information regarding the extent of damage and the return of belongings from damaged areas when we learn more.
For more information please call us on 04 387 4478 or 04 478 4786.
The phones will be answered until 10PM tonight and will be answered again tomorrow from 7AM.
Updated 1:00pm Friday 4th April 2014
The Kiwi Self Storage facility at Kilbirnie has suffered a fire which we believe began around 12:45 AM this morning.
A fireman has been treated for heat exhaustion.
We are not aware of any other injuries at this stage.
We are working with the relevant authorities to ensure that everyone is accounted for.
We have been advised by the fire department that the fire has now been contained to the two level
Block B building which contains units beginning with the following numbers: 200, 300, 1000, 1100, and 1200.
Damage to that building has been extensive and, although the building has stood up to the blaze,
the fire department is working to collapse the building in a controlled manner.
At this stage we do not know if there has been heat damage to other buildings.
We advise customers to notify their insurers. Customers insured with NZI insurance arranged through Kiwi Self Storage should contact our insurance broker
Andrew Scragg & Associates at telephone number 09 272 3450. Customers seeking more information should call
Kiwi Self Storage on 04 387 4478 or 04 478 4786. For other enquiries please call 09 303 3111.
Kiwi Self Storage sincerely regrets the loss of any possessions by its customers.