Frequently Asked Questions

How would a service to us be costed?

Each part of our service is individually costed. That means that on a monthly basis we charge for:
• Sale of flatpack archive boxes.
• Collection of newly deposited boxes.
• Set up charges.
• Storage of archive boxes from the collection date to the end of the quarter. Each box is individually charged so you only pay for the storage area used
• Retrievals

Where are the storage depots?

All of our storage warehouses are on one site in Oxfordshire.

What is your method of storage?

Boxes are randomly stacked on racking. Each box is given an Identification Number. This gives the house, aisle, bin and number within the bin where the box is located. This information is kept in both hard copy format and on our computerised tracking program.

What is the turnaround time for retrievals?

We offer a next day retrieval service. Email your request by 12 noon to guarantee next working day retrieval. Turnaround times are guaranteed by use of our own transport. All retrievals must be authorised by a nominated signatory.

What about cataloguing?

We provide a FREE computerised catalogue system with full on site training and telephone back up.

What are the arrangements for hours of working and service arrangements out of hours?

The office is open Monday to Friday from 9am to 5.30pm – we do not close at lunchtime. Retrievals and collections can be fulfilled outside of these times should it be required.

Who has access to the records?

The archive stores are both secure and alarmed. They remain locked at all times. Unaccompanied access is only available to staff. If clients visit to inspect the facilities a member of management accompanies them. Part of the set up procedure is to security band each box before it is put into storage, ensuring that it cannot be easily opened and that confidentiality is maintained.

Do you supply flat-pack archive boxes?

We have specially engineered boxes specifically for optimum document storage. Ardington Storage Boxes.

All boxes are delivered flat-pack and can be ordered in any quantity.

Can you explain the process of requesting a file back?

We currently have two methods of returning files: firstly, a digital retrieval system (DRS) and secondly, we deliver the complete box back to our customers. For the digital retrieval we retrieve the file box, scan the relevant files and upload to a secure web area for our client to download when convenient. This is our preferred option as it is both environmentally conscious (keeping vans off the road) and provides a faster turnaround. However, if a client needs or prefers to receive the full box back then we offer a guaranteed next working day service (when notified by 12pm on that day).

Can we undertake the retrieval of files from your premises?

Yes you can. However, we feel that it is more environmentally conscious to send files digitally. Ardington's Digital Retrieval System

Is there a minimum contract period that we would have to tie ourselves to?

No. However, archives storage is normally a long-term relationship.

Is there a length of notice required for the termination of a contract, and are there penalties associated with terminating a contract?

Clients are required to give 3 months' notice in writing on a quarter day (linked to the invoicing).

Is there a minimum volume or number of boxes that have to be taken?

No, however the optimum number of boxes collected is most economic from the clients’ point of view.

What measures do you have in place to deal with threats of fire, flood and illegal entry?

The archive stores are fully protected against illegal entry and fire using electronic security systems. There is no risk of flood.

Do you undertake confidential destruction of material and does this incur an extra cost?

Yes we do. We ask clients to advise us of a review date when the boxes first come into the archive store. Every quarter we write to our clients who have boxes with a review date during the quarter to ask if they would like the boxes destroyed. They can either sign the form approving destruction (This has to be an authorised signatory) or give a new review date. If the boxes are to be destroyed we then remove them from the racking and send them to be confidentially shredded; it is then pulped and re-cycled into tissue paper. A certificate of destruction is issued. We will also collect directly from clients any paper they would like confidentially destroyed.

Do you deliver to one point or many different ones?

When we are delivering retrieved boxes to our clients we deliver to the person who has requested the box/boxes and all retrievals are signed for.

When delivering flatpacks we deliver to the customers’ requirements.

When collecting new deposits, again we collect to the customers’ requirements. However, we do ask that boxes be stacked near to a suitable loading door.

What procedures do you have for records tracking legal / security issues concerning the records?

All boxes are security-banded when they enter the archive store and at no time will a box be opened unless at your written request. Full confidentiality is therefore maintained throughout.