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: 18 September 2026

Current status

The Scoresby facility remains closed. The Council Emergency Order has been lifted following completion of the make-safe works. A Building Order remains in place prohibiting entry, use and occupation of all parts of the building, and the site remains a contaminated construction site with no access for customers or staff. The Centre Section has been assessed and those customers have been written to individually. The remaining sections are to be assessed.

Recovery timeline — where things stand

Updated 18 September 2026

Scoresby works map: demolition of the centre section, the temporary fire wall, site hoarding, the separate customer entry to the rear, colour-coded zones and the program to reopening the rear section — **Works on site and the path to reopening the rear section.** Companion to our 18 September 2026 update. Tap the map to open it full size.Download PDF ›

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.

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.

Knox City Council issued an Emergency Order requiring the building to be evacuated, all openings to be shuttered so no one could get in, loose roof sheeting to be removed, and the site to be kept safe and secure until repairs were carried out under the direction of a qualified professional engineer. This is why the site had to close.

The Emergency Order has since been lifted on completion of the make-safe works. A separate Building Order now governs the site.

Complete

7 July — Victoria Police release the site

Police completed their forensic examination and released the site to the specialist contractors.

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.

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.

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 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.

Complete

8 July to August — make-safe works

Complete, to Knox City Council’s satisfaction.

Specialist contractors carried out the works required by the Emergency Order — 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, jumbo push-pull props inside the main affected area, PFC steel strongbacks against the damaged party wall, and removal of the warped 20-metre rafter beam using two 90-tonne cranes. Knox City Council is satisfied the works are complete.

Complete

August — Emergency Order lifted

Council has lifted the Emergency Order. The building will not need to be fully demolished.

With the make-safe works finished to Council’s satisfaction, the Emergency Order has been lifted. Workers can now move more freely around a much safer site. The site remains a contaminated construction site and is off limits to customers, and a Building Order remains in place prohibiting entry, use and occupation of all parts of the building. The improved access is what has allowed forensic specialists and an independent occupational hygienist to begin closely assessing individual units.

Complete

August — Centre Section assessed, and those customers written to

The Centre Section assessment is complete, and every customer in that section has been written to individually about their unit.

An independent occupational hygienist, specialist consultants and structural engineers completed a unit-by-unit assessment of the Centre Section (Ground 137–190, Upper 769–854), where the fire started. That assessment confirmed this section of the building, together with the majority of its contents, was destroyed by the fire. For a small number of units, the assessment identified goods that may be recoverable through professional restoration.

Every customer in the Centre Section has now received an individual email setting out the assessed position for their unit, photographs of the unit, and the options available to them. If you are a Centre Section customer and have not received that email, please contact us at support@pss.com.au.

Complete

September — Rear Section assessed: the fire wall did its job

The specialists found the section behind the fire wall was shielded from the fire. Minor remediation is required.

The Rear Section is the part of the building behind the fire wall: Ground 191–365 and Upper 855–1140, around 460 units and close to half the facility. The whole rear of the building is now shown as the green zone on the site map.

The specialists’ assessment found that this section was shielded from the fire. Minor remediation is required, and the key requirement is a targeted clean of the common areas nearest the Centre Section. On what has been found so far, we expect most goods in this section to need little or nothing done to them.

Only a handful of units were assessed, so before the section reopens each unit will be checked, with particular attention to the few units closest to the fire. We cannot confirm that any customer’s goods are unaffected until their own unit has been checked. All of this remains subject to the advice of the specialists and to Council’s requirements for reopening.

We are here

Now to 1 October — demolition of the Centre Section

Under the Council’s Building Order, the Centre Section is being taken down. Council’s compliance inspection follows on 7 October.

The Centre Section’s mezzanine floor and framing, damaged roof structure and unsupported boundary panels are being taken down under the Council’s Building Order and the engineer’s direction. The time to comply runs to 1 October 2026, and Council’s compliance inspection follows on 7 October 2026.

This has to come first. The precast concrete panels along the boundary of the Centre Section were left unsupported by the fire and are held up by temporary propping. Until that section is demolished and the panels made permanently safe, the engineer and the principal contractor do not consider it safe for work in the other sections to proceed. The Building Order also provides that the building cannot be reoccupied until the Centre Section is demolished and signed off by the Municipal Building Surveyor as complete.

Customers in the Centre Section who elected remediation are working through that process with the restoration company and the hygienist. If you would like a copy of the Building Order, email support@pss.com.au and we will send it to you.

To come

After demolition — unit-by-unit assessment of the Front and Rear Sections

Individual units are assessed once the Centre Section has been demolished. Each customer will receive a letter about their own unit.

Individual units in the Front and Rear Sections cannot be assessed until the Centre Section has been demolished and the site is safe for that work to proceed. No letters have been issued for these sections yet, and nothing has been decided about any unit in them.

Rear Section (green zone) — Ground 191–365, Upper 855–1140. Each unit will be checked before the section reopens, with particular attention to the few units closest to the fire.

Front Section (blue zone) — Ground 1–136, Upper 500–768. These units did not suffer the fire damage of the Centre Section, but they are impacted by heat, smoke, soot and/or firefighting water to varying degrees. Each unit will be assessed one by one.

Each customer will receive a letter about their own unit once its assessment is complete.

To come

Then — a temporary fire wall (approximately five weeks)

An engineered fire-rated wall across the full width and height of the building, separating the rear from the construction site.

Once the Centre Section is gone, the rear needs its own certified fire and weather separation from what will, for some time, be a construction site. An engineered temporary wall will be built on both floors, along the line where the Centre Section meets the rear: a steel frame with a fire-rated wall system, designed by a structural engineer and a fire engineer.

The wall needs its own building permit, then the building surveyor’s inspection and the fire engineer’s sign-off. Until it is built, inspected and certified, it is not safe for customers to enter the rear section, and Council will not permit it.

To come

Then — separating the rear from the works site (approximately four weeks)

Hoarding, a separate secure customer access route to the rear, and the rear’s own safety systems.

With the wall in place, the demolition area and the rest of the building site will be hoarded off from the rear. The Centre Section will be rebuilt over a much longer period.

This includes solid site hoarding and fencing, a separate secure customer access route to the rear with its own gate, lighting and CCTV, and the reinstatement and testing of the rear section’s essential safety measures — fire detection and alarms, exit and emergency lighting, hydrants and hose reels — so that they operate independently of the works area.

To come

Then — Council’s approval to reoccupy the rear

The building surveyor and Council are asked to approve the reoccupation of the rear section.

Council’s Building Order stays in place until Council is satisfied that the part to be reoccupied is safe, including a post-fire environmental assessment and the reinstatement of the essential safety measures. Only when that approval is given can customers be welcomed back in.

To come

Target: December 2026 — the Rear Section reopens

Staged access, by appointment at first. We will write to every Rear Section customer with the arrangements before it opens.

That is a program of roughly 11 weeks from the demolition deadline, which is why we are aiming to reopen the rear section, the green zone, in December. This remains subject to the permit, the contractor’s program, the weather, the specialists’ clearance and Council’s approval, and any one of them can move it. We will tell you as soon as we know either way.

Access will be arranged in stages and by appointment at first, so that every customer can be given time at their unit safely and the unit checks can be completed. We will write to every Rear Section customer with the arrangements before the section opens.

Later

The Centre and Front Sections

The Centre Section will be rebuilt over a longer period. Front Section customers will each receive a letter about their own unit.

The Centre Section will remain part of the works site while the rear reopens, and will be rebuilt over a much longer period.

Front Section customers will receive a letter about their own unit once its assessment is complete, setting out the position for their unit and the next steps.

We will keep this timeline current as that work progresses.

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

Updated map and zones — September 2026. The green zone has now been expanded to represent the whole of the rear of the building. See our 17 September 2026 update below for details.

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

Centre — where the fire started

Ground 137–190 · Upper 769–854

Assessed — confirmed destroyed. On-site engineers and experts have confirmed that this section of the building, together with the majority of its contents, was destroyed by the fire. For a small number of units, assessments indicate some goods may be recoverable through professional remediation. Every customer in this section has received an individual email about their unit.

Front section

Ground 1–136 · Upper 500–768

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. These sections are to be assessed, unit by unit.

Behind the fire wall

Ground 191–365 · Upper 855–1140

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 for the zones that have not yet been individually assessed. The Centre Section has now been assessed by engineers and specialists; the Front and Rear Sections are next. 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.

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

18 September 2026The rear section, works on site and the path to reopeningLatest

Dear Customers,

This update follows our update of 17 September. It carries some additional news for customers in the rear section and sets out the works that must be completed before the rear section can reopen, and the date we are aiming for.

1. The rear section (green zone): good news

Which units. The rear section is the part of the building behind the fire wall: ground floor units 191 to 365 and upper floor units 855 to 1140, around 460 units and close to half the facility. The whole rear of the building is now shown as the green zone on the updates page, including units previously shown in blue.

What the specialists found. The specialists’ assessment found that the section behind the fire wall was shielded from the fire. Minor remediation of that section is required. A handful of units were assessed during that assessment, so before the section reopens each unit will be checked, with particular attention to the few units closest to the fire section. On what has been found so far we expect most goods in this section to need little or nothing done to them. All of this remains subject to the advice of the specialists and to Council’s requirements for reopening.

In plain terms. The fire wall did its job. The key requirement for this section was a targeted clean of the common areas nearest the centre section. Because only a handful of units were assessed, we cannot confirm that any customer’s goods are unaffected until their own unit has been checked, but we expect the great majority to need little or nothing done to them.

When can I get in? Not yet, and not for some weeks. That has nothing to do with the condition of your goods and everything to do with the works in sections 4 and 5.

2. The front and centre sections

The position for the front section (blue zone) and the centre section is as set out in our update of 17 September, and nothing in this update changes it. Front section units are to be assessed one by one and each customer will receive a letter about their own unit when that work is complete; the arrangements in the letters sent to centre section customers continue. We aim to provide further updates on both sections very soon.

3. Fees and refunds: nothing to pay

We restate this clearly: No storage fees have been charged to any customer since the fire, AutoPay is suspended for every customer, and nothing is owing or payable. Storage fees paid in advance beyond 3 July have been refunded in full. If you have not received your refund, or your link has expired, email support@pss.com.au and we will send a fresh one.

4. Why the rear section cannot open yet

Three things stand between the rear section and reopening, and they must happen in order.

The Building Order. Council’s Building Order prohibits entry to every part of the building by anyone other than the contractors carrying out the Council directed works. It applies to the rear as much as to the centre, and stays in place until Council is satisfied that the part to be reoccupied is safe, including a post fire environmental assessment and the reinstatement of the essential safety measures (fire detection and alarms, exit and emergency lighting, hydrants and hose reels).

The demolition next door. The centre section shares a boundary with the rear: the fire wall. The precast concrete panels along the boundary of the centre section were left unsupported by the fire and are held up by temporary propping installed under the engineer’s direction. Until that section is demolished and the panels made permanently safe, the engineer and the principal contractor do not consider it safe for work in the other sections to proceed.

The demolition works are the subject of the Council Building Order which states that the building cannot be re-occupied until the centre section of the building is demolished and signed off by the Municipal Building Surveyor as complete.

A new fire wall. Once the centre section is gone, the rear needs its own certified fire and weather separation from what will, for some time, be a construction site. Until that wall is built, inspected and certified, it is not safe for customers to enter the rear section, and Council will not permit it.

5. The works and the program

Step 1: demolition of the centre section (now to 1 October). The centre section’s mezzanine floor and framing, damaged roof structure and unsupported boundary panels are being taken down under the Council’s Building Order and the engineer’s direction. Council’s compliance inspection follows on 7 October.

Step 2: the temporary fire wall (approximately five weeks). An engineered temporary wall will be built across the full width and height of the building, on both floors, along the line where the centre section meets the rear: a steel frame with a fire rated wall system, designed by a structural engineer and a fire engineer to give the rear a certified fire separation and keep it weatherproof while the centre is a construction site. It needs its own building permit, then the building surveyor’s inspection and the fire engineer’s sign off. Construction is expected to take around five weeks from the later of permit issue and handover of the works area to the contractor.

Step 3: separating the rear from the works site (approximately four weeks). With the wall in place, the demolition area and the rest of the building site (the centre section, which will be rebuilt over a much longer period, and the front section, where each customer will receive a letter about their own unit) will be hoarded off from the rear: solid site hoarding and fencing, a separate secure customer access route to the rear with its own gate, lighting and CCTV, and the reinstatement and testing of the rear section’s essential safety measures so that they operate independently of the works area.

Step 4: Council’s approval. The building surveyor and Council are then asked to approve the reoccupation of that part of the building. Only when that approval is given can customers be welcomed back in.

The target: December 2026. That is a program of roughly 11 weeks from the demolition deadline, which is why we are aiming to reopen the rear section, the green zone, in December. This remains subject to the permit, the contractor’s program, the weather, the specialists’ clearance and Council’s approval, and any one of them can move it. We will tell you as soon as we know either way, and the timeline on the updates page will be kept current.

When the rear reopens. Access will be arranged in stages and by appointment at first, so that every customer can be given time at their unit safely and the unit checks in section 1 can be completed. We will write to every rear section customer with the arrangements before the section opens.

6. Questions

If you are unsure of your position, need a letter for your insurer, or simply want to talk to someone about your unit, our team is available on (03) 9538 5511 or at support@pss.com.au. We will continue to publish updates at publicselfstorage.com.au/scoresby-updates as the works progress. Thank you for your patience: we are working to get the rear of the building open, safely and properly, as soon as it can be done.

The PSS Team

17 September 2026Works update, remediation costs, safety and site security

Dear Customers,

This week’s media coverage of the Scoresby fire has, understandably, focused on the customers who have lost the most. We fully understand the frustration and sadness expressed by the customers who featured in the coverage and we are hearing you loudly and clearly.

We are disappointed that the media failed to provide any context about the complex safety constraints that have made this such a slow recovery and frustrating process for you. Some of the coverage blurred the very different positions our customers are in, and has left an impression about costs that is not accurate. We spoke in depth to the journalists involved and provided detailed responses, but sadly their coverage ignored most of what we told them.

This update sets out the facts plainly, so that every customer knows exactly where they stand.

1. Not everyone is in the same position

Scoresby has about 1,000 units. They fall into four groups (referenced in line with the site map above):

Centre section (red zone), 84 units: beyond saving. These are the units where the fire burned and either destroyed everything or impacted it beyond salvage. Disposal of the remnants is at no cost to the customer, and there is nothing to pay.

Centre section (red zone), 36 units: some goods may be recoverable. These customers were offered a choice: professional remediation of their goods (all of them, or only the items they choose), or free disposal. This is the only group of customers who have been offered anything that involves a cost, which applies only if they elect to proceed with professional remediation.

Front section (blue zone): in much better shape. These units did not suffer the fire damage of the centre section, but they are impacted by heat, smoke, soot and/or firefighting water to varying degrees. They are being assessed unit by unit. Many will need some cleaning, likely of a far lesser order than the centre section, and others little or none. Customers in these sections have not received communications yet as assessments are still underway. Once finalised, each customer will receive a letter outlining the status of their unit and the next steps.

Rear section, behind the fire wall (green zone): largely unaffected on what we have seen so far, subject to the hygienist’s confirmation. Please note that the green zone has now been expanded to represent the whole of the rear of the building.

We hope to have more updates on the rear section (green zone) in the coming days, with updates on the front section (blue zone) to follow.

Many people have asked why we can’t simply process the unaffected units first, which is a logical question. Nothing would make us happier than reuniting our customers with their property sooner rather than later. However under Knox City Council’s Building Order we have had to deal with the centre section first, and we cannot move on to the rest of the building until that work is done. This is not our decision but it’s one we have to respect because it is based on health and safety laws. If you have not received a letter from us about your unit, you are not in the centre section, the assessment of your unit has not yet been finalised, and nothing has been decided about your goods. The rest of the building is in much better shape, and we are seeking the approvals needed to move forward.

2. Why we cannot simply hand goods back

We understand that people just want their things. Many goods in the centre section look intact in the photographs, or look like they have a layer of soot that can simply be dusted off. But a photograph alone does not paint the whole picture. The independent safety experts, whose advice we are bound to follow, have told us that smoke and soot carry combustion residues onto everything in a fire compartment, including fabric, paper, boxes and furniture. Firefighting water carries them further. They have told us that these residues are a health hazard. Handled or taken home, contaminated goods can expose people, including children, through the skin, dust and the air they breathe.

That is why an independent occupational hygienist has set the health standard that goods must meet before they can be handled or released, and why it applies to every unit in the centre section without exception. The cleaning itself is carried out by a certified restoration company to the IICRC S700 Standard for Professional Fire and Smoke Damage Restoration, the recognised industry standard for this work in Australia, and an independent hygienist then tests the cleaned goods (post-remediation verification, or PRV) and certifies them before they can be released. Knox City Council’s Building Order prohibits anyone other than the approved contractors from entering any part of the building. This is not our choice. We cannot let anyone in to collect goods, because the Council’s Order prohibits entry to the building, and we cannot release uncleaned goods from that section to anyone, because of the health standards required to be met before they can be released.

3. Why remediation costs money, and what it pays for

Customers will not be asked to pay for the disposal of their goods. We built the remediation pathway as an additional option, at our own cost and time, because we want to do everything we can to achieve the best possible outcome for each customer. Remediation is specialist work, done by a certified restoration company, and the cost covers four things:

Inventory: trained staff go through the unit, item by item, and record what is there and what can realistically be saved.

Safe handling and transfer: the goods are packed and moved safely out of the contaminated section to a controlled work area.

Specialist cleaning: each item is cleaned using the methods the hygienist has prescribed for combustion residues. This is not ordinary cleaning; it is the reason the goods can come back at all.

Independent certification: the hygienist tests the cleaned goods and certifies they meet the health standard. This is a fixed, separately stated fee ($500 or $800 plus GST depending on unit size). Goods are released only when they pass.

Public Self Storage does not receive a cent of this. The contract is between the customer and the restoration company. We are not a party to it and we make nothing from it.

4. You are not being asked to pay out thousands

Reports of customers being told to “pay $10,000 to get their goods back” are wrong. No letter from us or from the restoration company contains that figure.

The cost is within your control. It is determined independently by you and the restoration company, not by us, and it is made up of three parts:

Time and labour to inventory and sort your goods and determine what can be saved. This depends on how much you choose to remediate: you can elect only certain items, which reduces both the time and the cost.

The cleaning work itself. Again, this depends on how much of your goods you choose to have treated.

A fixed fee for the hygienist’s independent verification (PRV).

The figures of $4,000 to $6,000 and $6,000 to $8,000 plus GST shared with customers were broad ranges for the entire contents of a full unit and do not necessarily represent the actual cost. Your individual letter states the percentage of your contents assessed as restorable; that percentage, together with which of your goods you choose to have restored, determines what you actually pay. The restoration company provides a quote and terms first, and you can change your mind before work starts. The choice and cost is yours to control.

You pay only for what is actually saved. If an item cannot be restored, you are not charged for it, and any deposit paid is refunded to that extent.

Nothing is payable when you make your choice. The restoration company provides its quote and terms first. You can change your mind before any work starts.

A unit that is full of goods in the contaminated section will, honestly, cost more to clean than a few items. That is the nature of the work, not a decision by us.

5. Insurance

Public Self Storage does not insure customers’ goods, and never has. This is standard across the self storage industry, as it is for hotels, car parks and airlines. It is stated at sign-up, in the Summary of Important Points, and in the self storage agreement every customer signs, which says clearly “Public Self Storage does not provide insurance for stored goods. Customers are fully responsible for any loss, damage, or theft and must arrange their own insurance if desired.” The agreement also asks customers not to store irreplaceable or sentimental items, or goods worth more than $2,000 in total, unless they are itemised and insured.

Many customers do have cover. Some home and contents policies extend to goods in a storage unit, and some customers took out specific storage insurance. Those policies commonly cover fire damage and the cost of cleaning and restoring goods. If you have a policy, contact your insurer now and give them our letter and your unit photographs; we will provide a letter for your insurer on request.

6. What has been reported, and what is true

“PSS is holding goods to ransom.” This is incorrect. No customer is obliged to pay anything and free disposal is the default for the units that have been assessed to date. Goods cannot be released uncleaned because of a health standard and a Council Order. The remediation pathway is an extra option we created so that goods could be saved at all.

“Customers have to pay thousands to get their goods back.” At this stage, only the 36 customers offered remediation face any cost, only if they choose it, and only for the items they choose. See section 4.

“PSS should pay.” As we have explained in our previous communication, it is not feasible for PSS, or any storage company, to provide blanket insurance coverage for all customers. Every customer stores different items, and only the customer knows what they are storing and how much it is worth. The choice and cost of restoring goods is the customer’s, exactly as the goods are.

“PSS has done nothing.” Since 3 July we have suspended all storage charges, refunded fees paid in advance, set up a dedicated support and recovery team, provided photographs for the units in the centre section, asked Council to extend the demolition deadline to give customers more time, dealt with numerous regulators and authorities and built the remediation pathway with an independent hygienist and a certified restorer. This has come at considerable cost to our business, but since the day of the fire we have been committed to go over and above what is contractually required. We have made all our decisions based on what we would expect or hope for if our own possessions were impacted.

7. Site security and trespass

On the evening of Monday 14 September, individuals breached our fencing, forced entry to a building and to a locked unit and damaged our property. During the incident, a security guard was assaulted and required medical attention. The individuals appear to have targeted one unit. On the evening of Tuesday 15 September, individuals breached our fencing but did not get any further.

On both occasions, the individuals were confronted by both security and Victoria Police.

Both incidents have been reported to Victoria Police, with relevant CCTV footage and customer information provided.

A clear warning. The Scoresby site is a fenced, guarded construction site under a Council Building Order. Entering it without authority is trespass and a breach of that Order. Anyone who does so will be identified on CCTV, reported to Victoria Police and asked to be charged. We are in communication with Victoria Police and have increased our security presence on site.

Please understand why. The centre section is partly collapsed and demolition is under way; people can be seriously hurt. The goods inside are contaminated, and taking them home puts you and your family at risk. Every incident diverts our team and our contractors away from the work that gets goods back to customers. It slows the process down for everyone.

8. Where to from here

Customers who elected remediation are now working through that process with the restoration company and the hygienist. Assessment of the front and rear sections continues and those customers will hear from us directly as soon as practicable.

If you are unsure of your position, want your letter explained in plain terms, need a letter for your insurer, or simply want to talk to someone, our team is available at support@pss.com.au or by phone.

We are sincerely sorry for what many customers have lost. We understand the anger. But safety comes first, the rules we are working under are not ours to set aside, and we will keep doing everything within our power to see this through properly for every customer.

We will continue to provide updates at publicselfstorage.com.au/scoresby-updates.

Thank you again for your understanding, patience and support.

Kind regards,
The PSS Team

21 August 2026Make-safe complete, Emergency Order lifted — and the Centre Section assessment

Dear Customers,

We have an important update for all our customers.

After several weeks of painstaking effort under difficult circumstances, the make-safe work required to reduce the risks and dangers on site is now complete to the satisfaction of Knox City Council, who have now lifted the Emergency Order.

This development brings some good news, but also sadly some very difficult news.

The lifting of the Emergency Order means the entire building will not need to be fully demolished, and workers can now move more freely around a much safer site (albeit it remains a contaminated construction site, off limits to customers).

The improved access has enabled forensic specialists and an independent occupational hygienist to closely assess the extent of the damage to the Centre Section where the fire started (Ground 137–190, Upper 769–854, highlighted in red in the site map on the website).

It is with deep regret we report that the on-site engineers and experts have confirmed that the Centre Section of the building, together with the majority of its contents, was destroyed by the fire.

For a small number of units in this section, assessments indicate some goods may be recoverable through professional remediation to the hygienist’s methodology. Where this is the case, customers will be provided with options for remediation guided by specialist advice.

We have always feared the worst for this section of the building, where the fire began and was at its hottest. We understand having the extent of this loss formally confirmed is devastating for the customers affected.

Following these technical assessments, Knox City Council has now issued a Building Order requiring demolition of this fire-damaged section of the building (Ground units 137–190, Upper units 769–854. The works to comply with the Building Order will proceed in the coming weeks.

What happens next — an individual email about your unit.

The current priority is the Central Section in line with Council’s work orders.

Every affected customer in the Central Section (Ground 137–190, Upper 769–854, highlighted in red on the site map on the website) will receive an individual email in the coming days outlining the assessed impact on their unit and details of any options available to them.

Please ensure your contact details are up to date – you can email any changes to support@pss.com.au.

Unit assessments will continue

The structural engineers, forensic specialists and occupational hygienist will continue to assess units progressively in other sections, with the Front and Rear Sections (Ground units 1–136 and 294–365, Upper units 500–768 and 1017–1140, highlighted in blue on the website) next to be assessed. We estimate this work will take a further few weeks, with another update expected by mid-September.

We know how long you have waited for information about your individual units. This is complex work being undertaken in difficult conditions and can only be completed by specialists. We sincerely appreciate your patience.

Other updates

We would also like to take this opportunity to respond to some questions we have received:

Security – The site is secure. We have security guards on site, fencing and locked gates and our CCTV system has been restored.

Refunds – We have now completed refunds of storage fees that were paid in advance. Please check your email (including your junk/spam folder) for a secure link from us — you will be asked to authenticate your storage agreement, and your refund will then be processed, usually within 48 hours of completing the link. If you haven’t received your link, or have any trouble completing it, please contact us at support@pss.com.au.

Drones – Thank you for continuing to refrain from flying drones over the site.

We know this update will affect different people in different ways. We hope you can lean on family and friends, and other support networks around you, during this difficult time.

We will continue to provide updates at https://publicselfstorage.com.au/scoresby-updates.

Thanks again for your understanding, patience and support.

Kind regards,
Public Self Storage

5 August 2026Further update — refunds, site works and Council position

Dear Customers,

We would like to provide you with a further update regarding the facility.

Refunds. We have now rolled out refunds of storage fees that were paid in advance beyond the date of the fire to our customers. Please check your email (including your junk/spam folder) for a secure link from us — you will be asked to authenticate your storage agreement, and your refund will then be processed, usually within 48 hours of completing the link. If you haven’t received your link, or have any trouble completing it, please contact us at support@pss.com.au and we will help.

Works on site. Site works are progressing well with specialist assessments of the building now underway, including attendances by occupational hygienists and structural engineers. The site remains under 24-hour security.

Council position. Knox City Council has issued an updated Building Order under Section 111 of the Building Act 1993. As a result, the use and occupation of all parts of the building remains prohibited at this time. The next Council inspection is scheduled for 1 September 2026. We are hopeful this inspection will provide further clarity on the path forward, however we will be sure to share any new information with you as soon as it becomes available ahead of then.

As always, the latest confirmed information is available at publicselfstorage.com.au/scoresby-updates. We understand this ongoing situation is difficult and appreciate your continued patience, understanding, and support while we work through the recovery process.

Kind regards,
Public Self Storage

24 July 2026Update on Recovery Progress and What Comes Next

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.

Jumbo push-pull props fixed to 2.5-tonne concrete blocks, providing temporary support.

Cranes set up to remove the warped 20-metre rafter beam.

The warped rafter beam being lifted clear of the roof.

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

Your unit — where things stand

Can I get a copy of the Council Building Order?

Yes. Knox City Council has issued a Building Order under section 111 of the Building Act 1993 prohibiting entry, use and occupation of all parts of the building, and requiring demolition of the Centre Section. Council has extended the time to comply to 1 October 2026, with a further inspection on 7 October 2026.

If you would like a copy, including the extension of time, email support@pss.com.au and we will send it to you.

The assessments

Who is carrying out the assessments?

The independent occupational hygienist engaged for the Council-mandated post-fire environmental assessment is Prensa Pty Ltd. They work alongside specialist consultants and structural engineers engaged as part of the same Council-required process. They are qualified, independent professionals in their fields; the detailed assessment criteria and methodology are a matter for the hygienist.

Knox City Council issued the Building Order that governs the site and inspects compliance with it. Council officers do not carry out the assessments, the photography or the works — those are done by the independent specialists and contractors engaged under the Council-mandated process, with the site under a principal contractor’s control.

Why is there only one photograph of my unit, and why is it a drone photo?

For units in the part of the building most heavily affected by the fire, the area could not be safely or physically accessed for close-up documentation. The record was therefore captured by drone, which is why there may be a single image and why the detail in it is limited. It reflects the condition of the area itself.

If you would like us to confirm the complete photographic record held for your unit, email support@pss.com.au and we will check and tell you.

Can someone go in and take a closer look at my unit?

No. Access to the building is prohibited by the Council’s Building Order — for everyone, including our own staff. The same inaccessibility that limited the photography is part of what the assessment took into account.

Determinations about a unit are not made from a photograph. Each unit in the assessed section was assessed by the independent occupational hygienist, specialist consultants and structural engineers under the Council-mandated process.

If your unit is in the Centre Section

Every customer in the Centre Section has received an individual letter. For most units, the assessment found the contents were destroyed. For a small number of units, the assessment identified goods that may be recoverable, and those customers were offered a professional restoration option. The questions below about restoration apply only to that small group, and their letter says so.

My unit is in the Centre Section. What happens now?

Every customer in the Centre Section has received an individual letter setting out the assessed position for their unit and what happens next. Clearing of the Centre Section will begin after the response date set out in those letters.

This applies to the Centre Section only. It does not affect any other section. Where one of the small number of customers offered restoration has elected it, their unit is excluded from clearing while that process runs, and customers receive written confirmation afterwards.

Can my goods be moved somewhere else so I can look through them?

We are not able to offer this, to any customer. Goods within the fire-affected section cannot be handled or released until they meet the health standard prescribed by the hygienist, verified by independent testing. Moving contents to a separate area for inspection or salvage would be exactly that handling and release.

We understand that some items look undamaged in photographs. Fire-related contamination is not something that can be assessed visually. The requirement applies to every unit in the section, without exception — it is a feature of the section, not a judgement about the worth of your goods.

Can I use my own cleaning or restoration company?

No. Goods within the fire-affected section cannot be handled or released until they meet the health standard prescribed by the hygienist, verified by independent testing, and restoration must be carried out under the approved process, including certification to that standard. That applies to every unit, without exception, and the reasons are set out in the individual letters.

I will be overseas. Can I still take part?

Yes. Being overseas does not prevent you taking part in any step of this process — everything is completed by email, and nothing needs to be done in person.

You can make your election from anywhere. Nothing is signed or payable at the point of election: the documents are then provided to you for review, and your election can be confirmed or amended after you have read them. If, having reviewed them, you decide not to proceed, disposal remains at no cost to you.

If the timing genuinely collides with your ability to review the documents properly, tell us at the time and we will consider the timing reasonably, wherever practicable.

If your unit is in any other section

When will I hear about my unit?

Your section is to be assessed, unit by unit. No decisions have been made about any unit outside the Centre Section, and no letters have been issued for them.

If your unit is in the Rear Section, behind the fire wall (Ground 191–365, Upper 855–1140), the specialists found this section was shielded from the fire and minor remediation is required. Each unit will be checked before the section reopens, and we expect most goods to need little or nothing done to them.

If your unit is in the Front Section (Ground 1–136, Upper 500–768), those units are impacted by heat, smoke, soot and/or firefighting water to varying degrees, and each will be assessed one by one.

We will not pre-empt the specialists’ findings either way. You will receive individual correspondence about your own unit once its assessment is complete, and we expect to provide a further update very soon.

Your goods, and asking us for things

I have written asking that my goods not be disposed of. What happens?

Your correspondence is received and placed on your account file. The position for your unit is as set out in the individual letter sent to you.

A professional restoration option was offered to a small number of customers in the Centre Section — those whose assessment identified goods that may be recoverable. If you are one of them and you wish to keep that pathway open, the step that does so is making an election by the response date in your letter. If your letter did not offer that option, the position for your unit is as your letter sets out.

If your unit is in any other section, no decisions have been made and no letters have been issued. If you would like to discuss your unit, email support@pss.com.au.

Will I be paid for the value of my goods?

Storage fees paid in advance beyond 3 July 2026 are refunded to you in full — that refund is the return of your prepaid fees.

Goods stored at the facility are stored at the customer’s own risk under the storage agreement, and our business insurance covers the premises rather than customers’ stored goods. If you hold your own contents insurance, we can provide documentation to support your claim. If you wish to raise any other matter, email support@pss.com.au and it will be noted and passed on for review.

Can I get a letter for my own insurer?

Yes. We can provide a letter confirming your name, unit number and tenancy for use in a claim or advice process, together with the photographic record of your unit where one exists. Email support@pss.com.au and tell us what you need.

Can I add someone else to my account, or get a copy of my agreement?

Yes to both. To add an authorised contact, email support@pss.com.au from the account holder’s address with that person’s full name and email address, and we will add them to correspondence for your unit. For a copy of your storage agreement, or to update your contact details, just ask and we will send it or amend the record.

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 tells you which section you are in:

Centre Section (red zone) — Ground 137–190, Upper 769–854. Where the fire started. Assessed, and those customers have been written to individually.

Front Section (blue zone) — Ground 1–136, Upper 500–768. These units did not suffer the fire damage of the Centre Section, but they are impacted by heat, smoke, soot and/or firefighting water to varying degrees. To be assessed, unit by unit.

Rear Section, behind the fire wall (green zone) — Ground 191–365, Upper 855–1140. The specialists found this section was shielded from the fire, and minor remediation is required. Each unit will be checked before the section reopens.

No decisions have been made about any individual unit outside the Centre Section.

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

For the Centre Section we can, and have — every customer in that section has received an individual email about their unit.

For the remaining sections, each unit is to be assessed individually by an independent occupational hygienist, specialist consultants and structural engineers under the Council-mandated process, and we will not pre-empt their findings. You will receive individual correspondence about your own unit once that assessment is complete.

When can I access my storage unit?

Not at this stage. Knox City Council has issued a Building Order prohibiting entry, use and occupation of all parts of the building. That applies to everyone, including our own staff — it is a regulator’s order rather than a choice we are making. If you would like a copy of the Building Order, email support@pss.com.au and we will send it to you.

Access arrangements will apply only to the sections outside the Centre. They depend on the assessments being completed and on Council being satisfied, and we cannot put a date on it. We will publish the access process before any access begins.

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?

The make-safe works are complete and the Centre Section assessment is finished — every customer in that section has received an individual email about their unit.

The remaining sections are to be assessed, unit by unit. We are not able to give a firm date for completion, and we would rather not give you one we cannot keep. We expect to provide a further update very soon, and every customer in those sections will receive individual correspondence about their own unit.

What’s the recovery roadmap?

The recovery timeline at the top of this page sets out each stage — what is complete, where we are now, and what comes next. It is the most current summary we have, and we update it as things change.

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?

Yes, where a photographic record exists. Customers in the Centre Section have received photographs of their unit with their individual email, and further copies are available on request at support@pss.com.au.

For the remaining sections, photographs form part of the assessment now underway and will be provided with the individual correspondence about your unit.

You are welcome to use the photographs for any purpose you need, including any claim under your own contents insurance.

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?

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.

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.

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.

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.

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?

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.

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.

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.

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.

Due to the ongoing fire recovery and make-safe works, any overdue notices dated after 3 July that appear in the online portal can be disregarded until further notice.

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

Refunds of storage fees paid in advance beyond 3 July 2026 have been rolled out. You will have received a secure link by email — check your junk or spam folder if you cannot see it. The link asks you to confirm your unit number and a code sent by SMS, and the refund is then processed, usually within 48 hours.

There is no deadline. The refund remains owing to you. If you have not received your link, or it has expired, email support@pss.com.au and we will send a fresh one.

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.

Email: support@pss.com.au

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.

Scoresby — Fire Incident Updates

Recovery timeline — where things stand

Find your unit — site map & damage zones

Centre — where the fire started

Front section

Behind the fire wall

Please don’t attend the site

Check your own insurance

Watch your email

Latest updates

1. The rear section (green zone): good news

2. The front and centre sections

3. Fees and refunds: nothing to pay

4. Why the rear section cannot open yet

5. The works and the program

6. Questions

1. Not everyone is in the same position

2. Why we cannot simply hand goods back

3. Why remediation costs money, and what it pays for

4. You are not being asked to pay out thousands

5. Insurance

6. What has been reported, and what is true

7. Site security and trespass

8. Where to from here

Where the works are up to

An important request — please, no drones

What comes next

Refunds

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

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

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

Current status of the site

Site security

Pause on fees

Refunds

Insurance

Further updates

Frequently asked questions

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