Compassionate Compliance: Handling The Homeless At Your Facility

The self-storage industry serves millions of people across the country, providing convenient solutions for storing personal and business belongings. However, as homelessness rates continue to rise in many cities, storage facilities face a growing challenge: preventing homeless individuals from living in their units while maintaining smooth operations and ensuring customer satisfaction with safety and sufficiency.

Living in a storage unit is both dangerous and illegal. Units often lack proper ventilation, climate control, sanitation, and emergency access—conditions that can quickly become life threatening. Be that as it may, increasing housing instability has led some individuals to view storage units as a last resort shelter. “It is often out of desperation,” Barnholdt says, “and it’s not what they want to do.”

Due to the complexity of this issue, storage operators address the security and empathy aspect with a sensible balance. Operators utilize a combination of security measures and operational policies. Facilities often install motion detectors inside units, security cameras in hallways, and door alarms on individual units that alert staff to after-hours access. Regular lock checks and routine inspections help ensure compliance with rental agreements that explicitly prohibit using storage units as living spaces.

Employee training is also critical. Staff are instructed to look out for tell-tale signs, such as customers spending excessive time on site, unusual power hookups, or evidence of food and bedding. When suspicions arise, managers are expected to investigate discreetly and take appropriate action, such as issuing violation notices or terminating rental agreements.

“We train our teams; we conduct consistent walk-throughs, and if they find something, they are learning to move forward with compassion and give those people some dignity. We refer them to outreach programs,” states Barnholdt.

It is important to uphold strict security at every self-storage facility and keep a very involved staff on site at almost all times. Frequently checking security systems and vacant units or exercising further investigation by taking routine walk-throughs of the facility can all contribute to preventing unhoused individuals from living in storage units.

Overall, this is a delicate issue, especially when considering all parties involved. Barnholdt emphasizes their “proactive and respectful support” for not only the customers but the individuals who have violated the terms of agreement. It is not ideal to evict a tenant for transgressing their contract, but it is also not ideal when multiple other tenants are potentially affected with discomfort or even distrust in their facility. There is a fine line to walk when it comes to handling the homeless; one must find a balance of compassion and professionalism.

AZSA noted that, “Homelessness in Arizona reached crisis levels, increasing 23 percent and leaving more than 13,000 Arizonans unhoused.” These are record numbers that should be met with concerns as to resolve the issue and further lead these individuals to the correct resources that will meet their needs. Rehousing is the answer to homelessness, not penalizing and ostracizing this community.

It is important to build greater industry collaboration, such as the AZSA practices. These partnerships maintain a safe environment, as they provide all the necessary resources to handle any expected or unexpected situation. Some facilities have established partnerships with nonprofits to create referral networks, enabling staff to direct individuals to appropriate resources.

Employee training materials increasingly include guidance on engaging compassionately with distressed tenants while upholding operational standards. This dual focus on enforcement and empathy helps facilities manage challenges effectively while maintaining their commitment to community responsibility.

Industry associations, such as the Self Storage Association (SSA) and AZSA, provide guidelines and resources to help facility owners and managers handle these complexities. Best practices include documenting violations carefully, following legal eviction processes, and engaging with community resources where possible.

By implementing robust prevention strategies, fostering partnerships with community services, and training staff to respond with professionalism and empathy, self-storage operators can address these challenges constructively. Industry initiatives like AZSA’s collaborative project demonstrate that storage facilities can play a positive role in addressing homelessness while upholding safety and operational standards.

Preventing homelessness in self-storage is not solely about security systems and rule enforcement—it also involves recognizing the human challenges behind these incidents and responding in ways that are both responsible and compassionate.

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Ciera Rupp is a New York-based freelance writer with a passion for crafting engaging content across various niches.