Skip to main content

Scoresby — Fire Incident Updates

The latest verified news and information for Public Self Storage Scoresby customers following the fire at our Scoresby facility.

Last updated: 24 July 2026

Current status

The Scoresby facility remains closed. There is no access for customers or staff while emergency works, safety assessments and the authorities’ investigation continue.

Recovery timeline — where things stand

Updated 24 July 2026 · Tap any stage to read more. The highlighted stage is where we are right now.

Complete

Friday 3 July 2026 — the fire
A fire and explosion at the facility. Fire Rescue Victoria brought it under control.
Read more ›
Emergency services attended and Fire Rescue Victoria brought the fire under control and made the immediate area safe. Victoria Police have advised that a 33-year-old male has been arrested and charged with Reckless Conduct Endanger Serious Injury. The circumstances surrounding the fire remain under investigation by Victoria Police.
Complete

6 July — Knox City Council Emergency Order
The building was assessed as structurally unsafe, and make-safe works were ordered.
Read more ›
Knox City Council issued an Emergency Order and Building Notice under the Building Act 1993. The Council’s building surveyor assessed the building as structurally unsafe and not suitable for anyone to enter.

The Order requires the building to be evacuated, all openings to be shuttered so no one can get in, loose roof sheeting to be removed, and the site to be kept safe and secure until repairs are carried out under the direction of a qualified engineer. The site remains under this Order. This is why it has had to stay closed.

Complete

7 July — Victoria Police release the site
Police completed their forensic examination and released the site to the specialist contractors.
Read more ›
Victoria Police had control of the site to carry out their forensic examination, and no one was able to enter while that work was underway. Police completed that examination and released the site on 7 July. From then, specialist contractors commenced the works required by the Council Emergency Order. As advised by Victoria Police, a 33-year-old male has been arrested and charged with Reckless Conduct Endanger Serious Injury, and the circumstances surrounding the fire remain under investigation by Victoria Police.
Ongoing

7 July onwards — 24/7 security on site
Licensed security guards have been at the facility around the clock since the site was released.
Read more ›
Since the site was released on 7 July, licensed security guards have been stationed at the facility 24 hours a day, seven days a week. They remain on site throughout the emergency works and will stay in place while the facility is closed.

This is to keep the site secure and to prevent anyone entering — both to protect customers’ stored goods and because the building itself is unsafe.

We are here

8 July to now — make-safe works
Around two weeks in, tracking well. Contractors expect to finish in a further two to three weeks.
Read more ›
Works began on 8 July, the day after Police released the site — so we are around two weeks into the make-safe programme. Specialist contractors are on site carrying out the works required by the Emergency Order. This work is to make the building safe — it is not access to units, and it is not removal of goods.

Progress to date includes:

  • removal of damaged and loose roof sheeting
  • shuttering and boarding of windows and other openings
  • temporary propping and bracing of the precast concrete panels to the boundary
  • temporary propping of the fire-separation walls

…and in the past few days:

  • 11 jumbo push-pull props installed inside the main affected area to provide temporary structural support to the building.
  • 16 PFC steel strongbacks installed against the damaged party wall, to stabilise and strengthen the heat-affected concrete panel wall — this work is ongoing and continuing to progress.
  • Two 90-tonne cranes brought in to safely remove the warped 20-metre rafter beam from the worst-affected part of the building.

We are making good progress and getting there. Feedback from our contractors is that the make-safe works should be complete in approximately two to three weeks. The site remains under the Council Emergency Order, and under 24-hour security throughout.

To come

Next — engineering and specialist assessment
Make-safe engineers, forensic investigators and hygienists complete their review.
Read more ›
Once the make-safe works are finished, the site moves into assessment. The make-safe engineers, the forensic investigators and occupational hygienists will each complete their review and assessment of the building.

Before any part of the building can be occupied, Council also requires a post-fire environmental assessment — covering air quality, surface contamination and potential hazardous materials.

These assessments are what will tell us which areas can safely be entered, and whether stored goods are safe to handle or have been affected by smoke residue or contamination.

To come

Then — assessing the damage to units
The point at which unit damage is assessed and we understand the true extent of the damage in each area.
Read more ›
Once the assessments are complete and the building can be safely entered, this is the point at which the damage to units will be assessed.

This is the first real opportunity we will have to evaluate units and understand the true extent of the damage across each zone of the site — and what that means for stored goods. It is the point at which we will gain a proper understanding of the position, and we will be in contact with customers about their units.

We have not disposed of any customer goods. We understand how frustrating the wait is — it is frustrating for us too. We would like nothing more than to be able to tell you where things stand. We simply cannot until the site is safe, because it is in the hands of the contractors carrying out the emergency works.

To come

Then — access arrangements and next steps
We contact customers about the arrangements that apply to their unit, likely by appointment.
Read more ›
Once we understand the position across the site, we will make arrangements for customers to attend. Given the number of customers affected, this is likely to be by appointment, and we will publish the access process before any access begins.

We will contact customers directly about the arrangements that apply to their unit and what to expect, so that no one is left guessing. We know how much this matters to you, and we will handle it as carefully and as respectfully as we can.

The dates above are our current best estimates. They depend on the assessments, on safety advice and on the authorities, and they may move. We would rather share our honest expectation than leave you without one — and we will update this timeline as things change.

Find your unit — site map & damage zones

Use the map to locate your unit number, then read the zone it falls in. Tap the map to enlarge and zoom.

Public Self Storage Scoresby site map showing Ground and Upper Level unit numbers and colour-coded damage zones
Ground level (top) and Upper level (bottom). Colours match the zones listed here.  Download PDF ›

Centre — where the fire started

Ground 137–190  ·  Upper 769–854

The area where the fire had its most catastrophic impact and caused significant structural damage. We are told it is highly likely that most items in this area will have been completely destroyed or will be unrecoverable.

Front and rear sections

Ground 1–136 and 294–365  ·  Upper 500–768 and 1017–1140

Not totally destroyed, but significantly impacted by fire, heat and smoke. The firefighting response was significant, so we are told there is a high level of water damage on both floors, and we have serious doubts about salvage.

Behind the fire wall

Ground 191–293  ·  Upper 855–1016

A fire wall sits between these units and where the fire started. Engineers believe it may have shielded these units from the fire and heat to some degree, so we hold more hope here — although this has not yet been confirmed.

Please read: these are interim, area-based indications based on feedback from engineers and builders — they are not an inspection of your individual unit. No customer goods have been disposed of. Once the site has been assessed, we will be able to confirm the extent of the damage across each area and what it means for stored goods, and we will be in contact with customers about their units.
Enlarged Scoresby site map

Pinch or scroll to zoom · tap anywhere to close

Please don’t attend the site

The facility is closed and unsafe. For your safety you will not be permitted entry — please do not come to Scoresby.

Check your own insurance

Goods are stored at your own risk. If you hold your own contents insurance, contact your insurer about your stored goods.

Watch your email

We contact customers directly as verified information becomes available. Please rely on official updates from Public Self Storage.

Latest updates

24 July 2026Update on Recovery Progress and What Comes NextLatest

Dear Customers,

Thank you for your patience, your messages and for your support.

Please know we are reading every single one of your emails. We truly appreciate the genuine offers of help and kind words we have received from many of you, together with your questions and feedback about this process. We can’t always reply to each one straight away — the volume is significant — but please be assured they are being read, and they are directly shaping what we post on the updates page. That’s the reason we lean on this page so heavily: rather than send the same answer out one email at a time, we can put it here where everyone can see it. We are committed to keeping our communications open and transparent, and keeping you updated every step of the way.

We also know the uncertainty has taken a real toll on many of you, and that some of you are angry. We understand those feelings. Please know: we are on your side. Your belongings matter to us because they matter to you. We are committed to doing everything we can to achieve the best possible outcome for you, because behind every unit is someone’s home, someone’s business, someone’s memories — and that is what drives us every day.

We can’t control every part of this process and we won’t make you promises we can’t keep. Many of the decisions that affect recovery are guided by technical experts and authorities, including Council, engineers, fire investigators and hygienists, and the rules we have to follow are there to keep people safe. Within those limits we are pushing hard: getting the works done as fast as they can safely be done, and pressing for you to be part of the process as much as the safety advice will allow. We cannot undo the fire, and we cannot overrule advice that keeps people from harm — but we can promise to keep fighting for the best outcome for every one of you, and to be open and transparent with you the whole way through.

Where the works are up to

As we shared last time, the make-safe works are tracking well, and this past week has been a good one on site. Progress has included:

  • 11 jumbo push-pull props installed inside the main affected area to provide temporary structural support to the building.
  • 16 PFC steel strongbacks installed against the damaged party wall, to stabilise and strengthen the heat-affected concrete panel wall — this work is ongoing and continuing to progress.
  • Two 90-tonne cranes were brought in to safely remove the warped 20-metre rafter beam from the worst-affected part of the building.
Steel strongbacks braced against the concrete panel wall behind temporary fencing
PFC steel strongbacks bracing the heat-affected concrete panel wall.
Two mobile cranes positioned at the front of the building during the rafter beam removal
Cranes set up to remove the warped 20-metre rafter beam.
The warped rafter beam being lifted clear of the roof by crane
The warped rafter beam being lifted clear of the roof.
Two 90-tonne cranes on site alongside a Public Self Storage van
Two 90-tonne cranes on site for the lift.

The site remains under the Council’s Emergency Order, closed to everyone, and under 24-hour security.

An important request — please, no drones

We need to make one important request. Please do not fly drones over the facility. The number of drones being flown over the site has climbed sharply, and yesterday one came within a few metres of a contractor working inside the building.

Please help us stop this. It is an active make-safe site, and a drone overhead is genuinely dangerous to the people working below. Every time a drone flies over, work stops, which delays the recovery process further. This activity will continue to be reported to Victoria Police and the Civil Aviation Safety Authority.

What comes next

We know the hardest part of waiting is not knowing how this will unfold once we’re back inside. We are committed to being open and transparent throughout this process. Where we don’t yet have the answers, we’ll tell you that, rather than provide information that may later prove to be incorrect.

Once the make-safe works are finished, specialist consultants (including an occupational hygienist) will assess the building, and that is expected to take a further couple of weeks on top of the make-safe program. Based on the information we have today, we expect it will be at least a month before being able to start assessing units. We know that’s hard to hear. We will continue to update the timeline on the updates page as soon as we have new information to hand.

From there, everything follows the health and safety advice those specialists give us. It is their assessment — not ours — that decides what is safe to be recovered and what is not. We expect it will show that the condition of units will vary across the facility, in line with the zone information provided. Some areas are likely to be found contaminated or unsafe, while others are less affected; that in some cases goods can be retrieved or kept in storage, and in others — particularly where there’s been fire, heavy smoke or contamination — the advice may be that things simply aren’t safe to take home. Wherever it is safe, we will involve you in that process — either in person under supervision, by video, or through photos and video taken during the assessment. The zone information already published is an early, area-based guide only, and the assessments will sharpen that picture as we go. We’ll publish the full access process before any access begins.

Refunds

For those of you who had prepaid your fees, refunds are being arranged, and AutoPay has been suspended. We have begun arranging refunds and ask for your patience through this process. There are close to 700 refunds to work through, and we are doing them carefully, one by one, to make sure each is right.

Finally, Public Self Storage has always been a family-owned and operated business that knows and values its customers. We have a small but dedicated team who are working overtime behind the scenes on the response to this fire. We are grateful for their commitment to all our customers, and we can promise you we are doing everything we can to minimise the uncertainty and get the best possible outcome from such a terrible situation.

We’ll keep this page updated every step of the way. Thank you again for your patience and your understanding.

Kind regards,
Public Self Storage

21 July 2026Scoresby update — estimated recovery timeline

Dear Customers,

Thank you again for your patience.

We know many of you have questions about your individual circumstances, and we understand how difficult it is to have to wait for answers. We are receiving a large volume of emails each day. We are reading every email, and because many customers are asking similar questions, we are continually updating our FAQs and recovery information on our website so that everyone has access to the latest information as soon as it becomes available. Please continue to use the updates page as your primary source of information.

To provide a clearer understanding of the recovery process, we have published an estimated recovery timeline at the top of the updates page along with a site map showing unit numbers and the damage zones. It sets out what has happened, where we stand today, and the sequence of events that we expect to occur before we can access individual units and reopen the facility.

In summary:

  • The site remains under the Knox City Council Emergency Order and is closed, with 24-hour security in place throughout.
  • Make-safe works began on 8 July, the day after Victoria Police released the site. We are around two weeks in, and our contractors expect these works to be complete in approximately two to three weeks (early August).
  • Once the make-safe works finish, the make-safe engineers, forensic investigators and occupational hygienists will each assess the building. Council also requires a post-fire environmental assessment (covering air quality, surface contamination and potential hazardous materials) before any part of the building can be occupied.
  • Only after all those investigations are complete and the building can be safely entered, we will begin assessing individual storage units. That is the point at which we will understand the true extent of the damage across each area of the site and what it means for customers’ stored goods.

These timeframes are our current best estimates. They depend on technical assessments, safety advice and regulatory approvals, and they may change as work progresses. We can’t put exact dates on the future steps, because we simply don’t yet know. However we will update the timeline as things change.

We want to be clear about one important point. Public Self Storage has not disposed of any customer goods. Until we have safe access to the site and can assess the condition of individual units, that will not change.

We also want to be honest about what we currently expect, based on the advice we have received from experts. It is likely that goods in units in the more heavily affected zones have been destroyed, while others may have been severely damaged by fire, smoke and/or water. Please refer to the site map to locate your storage unit number and the early assessment of the likely damage for that area. We have not inspected the units, so this is an early view only — but it is the best indication we can give you at this stage.

We also understand that some customers are hoping to recover or search through units themselves. Any decisions about customer access or recovery will be guided by expert safety advice, and will depend on the zone of the building your unit is in. We recognise this is difficult to hear, but the advice we have received to date is that in those zones where goods have been destroyed or are unsafe to handle due to fire damage, structural risks or contamination, customers will not be permitted to enter those areas or sift through debris.

Where goods can be safely recovered, every effort will be made to maximise recovery in accordance with the safety advice we receive and we will provide guidance on the process as soon as it is possible to do so.

Please continue to check the updates page, where we have tried our very best to answer every question you have asked. Unfortunately there are some questions we simply can’t address because we don’t yet have the answers. We understand this is frustrating but please know we are committed to keeping you informed any time new information becomes available.

Kind regards,
Public Self Storage

16 July 2026Important update regarding your unit — interim assessment

Dear Customers,

Thank you for your patience and understanding following the recent fire at our Scoresby facility.

We know this is an anxious time, and that anxiety is often compounded by uncertainty. We are viewing this event through the eyes of our customers and also listening to all your feedback, concerns and questions. As such, we are committed to updating you with any new information we receive from the authorities, assessors and technical experts who are currently engaged to make the site safe enough to assess the impact more closely.

Because this work is ongoing, the following update should be considered an interim assessment based on incomplete information. Things may change in coming weeks, but you deserve to know our current thinking, as confronting as it may be.

Ground Units 137 to 190 and First Floor Units 769 to 854(in the centre of the building where the fire started)

These units are located in the area of the facility where the fire had its most catastrophic impact and created significant structural damage to the building. Based on the feedback we are getting from engineers and builders, and the extent of the damage in that part of the site, we are told it is highly likely that most items in this area will have been completely destroyed or will be unrecoverable. We are deeply sorry to have to share this news with you.

We wanted to share this difficult information with you as soon as possible, so you have the earliest indication of what we currently know, even though we are not yet able to physically access or inspect your unit. We will confirm the position regarding your unit as soon as it can be safely assessed and will contact you directly with any further information.

If you hold your own contents insurance, we encourage you to contact your insurer. We will provide any documentation we are able to assist with your claim.

Ground Units 1 to 136 and First Floor Units 500 to 768(at the front of the building closest to Koornang Road)

While these units were not totally destroyed, we understand from the independent experts that they have been significantly impacted by fire, heat and smoke. Given the firefighting response was significant in this area of the building, we are told there is a high level of water damage on both floors.

For this reason, we have serious doubts that there will be hope of salvage of any items from this section of the building. Again, this may change, so we will keep you updated as we learn more, but sadly it is not looking positive at this point.

Ground Units 191 to 365 and First Floor Units 855 to 1140(western end of the building at the end of the driveway)

There is a fire wall between the centre of the fire, where the fire started, and these units in the back of the building. The engineers believe the fire wall may have shielded these units from the fire and heat to some degree. So we hold more hope for these units, although we still haven’t been able to get in and see them for ourselves. We don’t want to raise false hopes for these unit owners, but please know that we are exploring all possible options of recovery in close consultation with the experts.

Current status of the site

The site remains unsafe and inaccessible to both customers and our own staff. Our immediate priority is making the facility structurally safe. Emergency works are currently underway under an Emergency Order issued by Knox City Council which we expect to be completed by the end of the month. After that, the structural engineers will undertake detailed assessments of the facility, which may take several more weeks.

Following the assessment of individual units, and depending on the safety advice we receive, customers with recoverable units may either be permitted to access their unit or, where safety requirements make this necessary, have goods removed on their behalf and made available in a safe location on site for assessment.

We will provide more specific timeframes as soon as they become available.

Site security

Many people have raised concerns about the security of their stored items. Throughout this process, the site is being monitored 24 hours a day by security guards. If any unauthorised person enters the site, we will call the police immediately — not only to protect your goods but also to prevent that person from seriously injuring themselves. We are aware that two individuals have entered the site and shared it online, and those people have been reported to the police.

Pause on fees

It goes without saying that you will not be charged for the time that you cannot access your goods.

Refunds

We will shortly be arranging refunds for any storage fees that have been paid in advance. We will soon be reaching out to you for your bank details so that we can process your refund, or otherwise process your refund automatically — there is no need to submit any further request.

Insurance

If you hold your own contents insurance, we encourage you to contact your insurer. We will provide any documentation we are able to assist with to support your claim.

Many people have asked or suggested that Public Self Storage should use our own insurance to cover your stored goods, or run a scheme to compensate people for what they have lost. There are a number of reasons why this is not feasible, which we have explained in the Insurance section of the FAQs below.

Further updates

This remains a dynamic situation, and we are committed to keeping customers informed as more information becomes available. As soon as we have confirmed information about your unit or any potential recovery process, we will contact you directly.

To help ensure all customers receive consistent and timely information, further updates about the Scoresby facility will continue to be published on this dedicated updates page. We encourage you to check this page regularly for the latest confirmed information, including updates on access arrangements and the recovery process.

We understand this is an incredibly difficult situation, and we are committed to supporting you throughout the recovery process. If you have any questions, please contact us at support@pss.com.au.

Thank you again for your patience, understanding and support during this very difficult time.

Yours sincerely,
Public Self Storage

10 July 2026Site handed back — emergency works underway

Dear Customer,

Thank you for your patience, understanding and support following the recent fire at our facility. We know this has been a deeply distressing and uncertain time for our customers and we understand everyone is seeking information about whether their unit has been affected.

Victoria Police and Fire Rescue Victoria have now formally handed the site back to us and our immediate priority is making the site safe. Builders are currently undertaking emergency works required under an Emergency Order issued by Knox City Council. Upon completion of these works, structural engineers will undertake detailed assessments of the facility to determine the extent of the damage and what recovery options may be available.

At this stage, we are unable to confirm the condition of individual storage units or their contents. We understand that waiting for answers can be frustrating and stressful. We are working closely with builders, engineers, insurers, emergency services and local authorities to progress the recovery process as quickly and as safely as possible.

We are aware that commentary about the incident is being shared online, some of which is inaccurate or based on speculation. We kindly ask customers rely on updates provided directly by Public Self Storage and information released by the relevant authorities.

As a small family-owned business, we are grateful for the support and understanding our customers have shown during this difficult time. We remain committed to supporting you and communicating transparently throughout the recovery process.

We expect to provide a further update next week once the initial emergency works have progressed and there is more information to share.

Kind regards,
Public Self Storage

5 July 2026Update — Victoria Police investigation

Dear Valued Customers,

Over the past 48 hours, we have sent regular email updates to keep customers informed as new information becomes available. We remain committed to communicating openly and will continue to provide updates as new information becomes available.

As advised by Victoria Police, a 33-year-old male has been arrested and charged with Reckless Conduct Endanger Serious Injury. The circumstances surrounding the fire remain under investigation by Victoria Police.

The site remains under the control of the Country Fire Authority (CFA) and Victoria Police. At this stage, there is no access to the facility for customers or Public Self Storage staff.

We have been advised that a number of customers have attended the site seeking access. Unfortunately, the facility is currently unsafe due to the ongoing emergency response, investigation, and the significant amount of water used to extinguish the fire. Please do not attend the facility, as you will not be permitted entry.

At this stage, we are still unable to determine which storage units have or have not been affected. While Victoria Police have advised that multiple storage units have sustained damage, the full extent of the damage is still being assessed. Until the authorities return control of the site to us, we are unable to enter the facility to inspect individual units or provide customers with information regarding their goods.

Once the authorities formally hand the site back to us, there will still be important work to complete before access can safely resume. This will include structural and safety assessments, site clean-up, and securing affected areas.

Access will only be restored once: Victoria Police and the CFA have returned control of the site to Public Self Storage; structural engineers have confirmed the facility is safe to enter; and all necessary clean-up and safety works have been completed.

As soon as we are able to inspect the site, we will contact customers directly with information relating to their individual storage units and the next steps.

Kind regards,
Public Self Storage

4 July 2026Update — fire under control, site under authorities’ control

Dear Customers,

We regret to advise that yesterday morning, at approximately 8:00 a.m., a serious fire occurred at our Scoresby storage facility.

Based on the information currently available to us, the fire appears to have originated within a customer’s storage unit. We have been advised that the customer was allegedly storing flammable chemicals in breach of their storage agreement and facility rules. The storage of flammable or hazardous goods and smoking anywhere on site are strictly prohibited under our Customer Storage Agreement and Facility Rules. The cause of the fire remains under investigation by the authorities.

The situation is still developing. While we understand the fire is now under control, the site remains under the control of the Country Fire Authority (CFA) and Victoria Police, who are continuing to assess the scene and the extent of the damage.

At this stage, it is not yet possible to determine which storage units have or have not been affected. Once the authorities return control of the site to us, we will be able to undertake a full assessment and provide customers with further information regarding their individual storage units and the process moving forward.

Please note that there will be no access to the facility for either customers or our staff until the authorities formally return the site to us.

We understand this news may be concerning, and we sincerely apologise for the inconvenience and uncertainty this situation has caused. We are committed to keeping you informed and will provide further updates as soon as additional information becomes available.

Kind regards,
Public Self Storage

3 July 2026Fire at Scoresby Public Self Storage

Dear Customers,

There has been a fire at Scoresby Public Self Storage. We do not yet know the extent of the damage. We will notify you as soon as we have more information.

Please do not come down to the site at this stage, as it may be a few days before we are able to provide access or further updates.

Thank you for your patience and understanding.

Kind Regards,
Management
Public Self Storage

Frequently asked questions

About the fire

What caused the fire?

The cause of the fire remains under investigation by the authorities. Based on the information currently available, the fire appears to have originated within a customer’s storage unit, and it is alleged that flammable goods were being stored in breach of the storage agreement and facility rules. As the matter is still under investigation, we are not able to comment further, and any statements about the cause are allegations only. Victoria Police have arrested and charged a person in connection with the fire — see “Has anyone been charged?” below.

Has anyone been charged?

As advised by Victoria Police, a 33-year-old male has been arrested and charged with Reckless Conduct Endanger Serious Injury. The circumstances surrounding the fire remain under investigation by Victoria Police. Any questions about the investigation should be directed to Victoria Police.

Right now — site safety & access

How do I know which part of the facility my unit is in?

Your unit number indicates its location. As a general guide: units in the centre of the building (Ground 137–190 and First 769–854) are where the fire had its most severe impact; units at the front nearest Koornang Road (Ground 1–136 and First 500–768) were significantly affected by fire, heat, smoke and water; and units at the western end past the driveway (Ground 191–365 and First 855–1140) sit behind a fire wall that may have offered some protection. These are interim indications based on incomplete information and expert feedback — not a physical inspection of your unit — and we will be able to confirm the extent of the damage across each area once the site has been assessed, and will be in contact with customers about their units.

Why can’t you just tell me about my specific unit now?

The condition of individual units cannot be confirmed until it is safe for qualified experts to inspect the building. Given the extent of firefighting operations, this will take some time.

As the site cannot yet be safely entered, no unit has been individually inspected. Everything we can share at this stage is a general, area-based indication from the engineers and builders. We will assess each unit as soon as it is safe and contact affected customers directly.

When can I access my storage unit?

Safety remains our highest priority. Access cannot be permitted until emergency works are complete and structural engineers confirm the site is safe.

Why can’t I accompany engineers or contractors onto the site?

Only authorised personnel involved in emergency response and structural assessment may enter the site while it remains unsafe.

Who decides when the site is safe?

Emergency authorities, structural engineers and other qualified experts determine when the site is safe for customer access.

The site remains unsafe and inaccessible to both customers and our own staff. Our immediate priority is making the facility structurally safe. Emergency works are currently underway under an Emergency Order issued by Knox City Council which we expect to be completed by the end of the month. After that, the structural engineers will undertake detailed assessments of the facility, which may take several more weeks. We will provide more specific timeframes as soon as they become available.

What happens next — assessments & recovery

When will assessments be complete?

Emergency works are underway. Once these works are complete, we will advise customers of the next steps.

What’s the recovery roadmap?

At this stage, it is still too early to provide a detailed recovery timeline. Our immediate priority is completing the emergency works and structural assessments safely. Once those assessments are complete, we will have a clearer understanding of the next steps and will share further information with customers as soon as it is available.

How will I know when my unit can be accessed?

Following the assessment of individual units, and depending on the safety advice we receive, customers with recoverable units may either be permitted to access their unit or, where safety requirements make this necessary, have goods removed on their behalf and made available in a safe location on site for assessment.

We will contact customers directly as soon as information about recovery and access arrangements has been confirmed.

How will customer access be prioritised?

Access arrangements will depend on the assessment outcomes and safety requirements. We will work with recovery experts including assessors and hygienists and explain the process before access recommences.

How will access work? Will I need to make an appointment?

If you are able to access your unit directly, or you’re asked to visit the site to assess your goods, it is likely that managed appointments will be required. If this is necessary, we will provide instructions closer to the time.

Access will be managed carefully — for example by appointment or in stages to avoid large numbers of people arriving at once, with set hours and possibly personal protective equipment (PPE) requirements. Depending on the safety advice, you may be able to access your unit, or your goods may be brought out to a safe area for you. We will publish the exact process on this page before any access begins.

Can I remove my goods myself?

It is too early to determine the condition of individual units and whether access will be feasible. Should access be safe in due course, we will provide instructions on how goods can be retrieved.

Can someone collect my goods on my behalf?

If third-party collection is able to occur, we will provide information about the authorisation process.

How will recovered items be handled?

Recovery arrangements will depend on the structural assessment outcomes. Detailed guidance will be provided before recovery begins.

Will recovered goods be safe to handle?

The facility has been exposed to fire, smoke, water and firefighting materials, so some recovered items may be affected even if they are not destroyed. We would suggest handling any recovered goods with care and considering professional cleaning or restoration where appropriate. We will provide further guidance when access resumes.

Why is recovery taking so long?

The site must first be stabilised and assessed to ensure it is safe for customers, contractors and emergency personnel.

My belongings

Will photographs of my unit be provided?

Where practical and appropriate, information or photographs will be provided once inspections have occurred.

What happens if my goods have been destroyed or damaged?

The condition of goods in individual units cannot yet be confirmed. Once inspections have been completed, we will contact customers with information relevant to their unit.

What if only some of my goods are damaged?

We will provide unit-specific information once inspections have been completed.

What if my belongings have been affected by water?

The emergency response involved significant firefighting activity. At this stage, we are unable to confirm the condition of individual storage units or their contents, including whether they have been affected by water or other factors. Once it is safe to inspect the facility, we will assess each unit and provide customers with information relevant to their belongings.

Insurance

What can I do right now?

A few things help: contact your own contents insurer if you have cover; start gathering any proof of what you stored (receipts, photographs, an inventory, or bank/card statements); and make sure we have your current phone number and email so we can reach you. Checking this page regularly is the best way to stay informed.

Should I contact my insurer now, or wait for further information?

Yes — if you have your own insurance, please contact your insurer to notify them of the incident. We will provide documentation where we are able to assist your claim.

What documentation can Public Self Storage provide?

Where available, we will assist customers with documentation relevant to their insurance claim.

Please contact us and we will provide a letter confirming your customer name and the unit number under which you hold a storage agreement. Bear in mind this letter will note that the condition of individual units and their contents is still being determined; however, we hope it will assist you with opening a claim. Once the site is assessed, we will provide further documentation relevant to your unit.

Victoria Police have also issued a letter to tenants in relation to the incident, which you may provide to your insurer as well.

I stored valuable, irreplaceable or sentimental items — what happens now?

We understand how distressing this is. If you hold your own insurance, please contact your insurer, as that is the avenue for loss or damage to your goods, and we will provide documentation to confirm your storage agreement — noting your storage agreement also recommends that particularly valuable items be separately insured. We are truly sorry for what you may be facing.

I stored documents or items with personal information and I’m concerned about privacy.

We understand the concern. The site is secured and access is controlled 24 hours a day while the works and assessments are underway. If items are recovered, they will be handled carefully. If you have a specific concern, please contact us and we will note it.

Why don’t self storage companies provide blanket insurance coverage for their customers?
  1. Only you know the true value of your goods. Every customer stores different items, each with unique value and sentimental importance. Only you know exactly what you are storing and how much it is worth, making you the best person to decide whether and how much to insure your goods.
  2. Insurance needs differ for every customer. The type and amount of insurance needed depends on what you are storing and its value. Some customers may store only a few low-value items, while others may have high-value or business-critical goods. The cost of a blanket insurance policy would have to be passed on to customers, but it would not suit everyone — some would pay too much, while others would be underinsured.
  3. Not all items are insurable or covered equally. Insurance policies have specific exclusions (such as cash, jewellery, vehicles, perishables, hazardous goods, and more). Only you can accurately disclose what you are storing and select the right cover for your needs.
  4. Flexibility and choice are important. Customers should have the freedom to choose whether to insure their goods, select their preferred insurer, or self-insure if they wish to accept the risk themselves. Forcing all customers into a single policy taken out on their behalf removes this flexibility and may not be appropriate for everyone.
  5. Other industries. The self storage industry is very similar to hotels, car parks or airlines, which do not insure the personal property of their customers.
Why can’t storage companies provide compensation for customer losses?
  1. Insurance is the industry standard for protection. The accepted and effective way to protect goods in storage is through insurance, not facility compensation. Insurance policies are designed to assess risk, verify value, and provide appropriate cover for loss events like fire, with clear terms and limits. This ensures compensation is fair, transparent, and tailored to the actual value of the goods stored.
  2. The scale of potential losses is unmanageable without insurance. In the rare event of a major fire, the value of all goods lost across hundreds of units could be enormous. No storage company could reasonably set aside sufficient funds to cover such widespread losses, especially when the contents and their value are unknown and unverified. This is why insurance exists: to pool risk across many policyholders and provide compensation when needed.
  3. Preventing fraud or disputes. If a facility were to offer blanket compensation, it would open the door to inflated or fraudulent claims, as there would be no independent verification of what was stored or its value. Insurers have established processes for claims assessment, reducing the risk of disputes and ensuring only valid losses are compensated.
  4. Risk management responsibilities. By placing responsibility for insurance with the customer, the system encourages individuals to assess their own risk and make informed decisions about the level of protection they need. This is consistent with how home and contents insurance works — a storage facility is best thought of as an extra room in your home or business, and insured accordingly.

Fees & agreements

Do I still need to pay storage fees?

No. Storage fees have been suspended from 3 July 2026.

I have paid in advance. How do I get a refund?

We will shortly be arranging refunds for any storage fees that have been paid in advance. We will soon be reaching out to you for your bank details so that we can process your refund, or otherwise process your refund automatically — there is no need to submit any further request.

I was behind on payments, or had just signed up / was moving in — what happens?

Please contact us and we will deal with your situation individually. You will not be charged for a unit you cannot access. If you had just reserved or were moving in, we can also look at options at our other sites (Braybrook, Epping or Hallam).

Do I need to cancel my storage agreement?

No action is required at this stage. Public Self Storage will advise customers in due course once individual unit circumstances are known.

Staying informed & looking ahead

Where should I look for updates?

Please rely on our official customer emails and this Scoresby updates page for confirmed information. We will continue to share updates as soon as they become available.

Will you tell me if my unit is unaffected before access resumes?

We will share confirmed information with customers as soon as it is available. Unit-specific advice will follow the structural assessments.

I haven’t received any emails from you.

Please check your spam or junk folder and make sure we have your current contact details. This updates page is the definitive source of information — please rely on it for the latest updates.

Will the Scoresby facility reopen or be rebuilt?

Our focus right now is making the site safe and completing the assessments. It is our intention to recover and restore the facility, subject to those assessments and the insurance process. We will share more about the site’s future as the position becomes clearer.

Getting further help

Who can I contact if my contact details have changed?

Please email support@pss.com.au with your updated contact details so we can ensure you receive future communications.

Can I nominate someone to deal with my unit on my behalf?

Yes. If this becomes necessary during the recovery process, we will advise the documentation required.

Will there be a dedicated customer support team?

Our small team is committed to supporting customers throughout the recovery process. We will continue to communicate the most appropriate contact arrangements as recovery progresses.

Who can I contact if I have further questions?

Please email support@pss.com.au. We will assist where we can and continue to provide updates as more information becomes available.

This has been very distressing — is there any support?

We understand, and we are sorry you are going through this. Please don’t hesitate to contact our team. If you are finding things especially difficult, it can help to speak with someone you trust or your GP, and support is also available at any time through Lifeline on 13 11 14.

Need to talk to us?

Our team is here to help during this difficult time.

This page provides general information for Public Self Storage Scoresby customers and will be updated as verified information becomes available. Statements regarding the cause of the fire are allegations only and the matter remains under investigation by the relevant authorities. Nothing on this page is an admission of liability, and goods are stored at the customer’s own risk in accordance with the Customer Storage Agreement.

Public Self Storage © 2025

Terms of Use   |   Privacy Policy