Frequently Asked Questions for Bikehangar Rentals

Please note: some Bikehangars are owned and managed privately by organisations such as housing associations, employers or landlords. If a Bikehangar does not appear in the Cyclehoop search, please contact the land owner or party responsible for facilities management.

The FAQs listed on this page apply to Bikehangars managed by Cyclehoop only.

Can’t find what you’re looking for? Please contact us.

 

 

 

 

 

---

How do I apply for a Bikehangar space?

To apply for a Bikehangar space, enter your postcode on our Search page. Choose the Bikehangar from the map or the list on the page. If a space is available, the ‘Apply For Space’ button will appear, click the button and fill in the form. Our Rentals team will contact you by email within 2 working days (Mon – Fri 9-5pm) to offer you a space. If you do not receive the email within this timeframe, please check your junk/spam folders.

You will be sent a payment link to collect the subscription fee and key deposit. The link will expire in seven days. Please ensure you complete the payment before this period elapses, otherwise the space will be offered to the next applicant. When the payment is complete, we will send you a welcome pack with your key and a bike ID tag by post.

If there are no spaces available, you can apply to join the waiting list. Our team will contact you by email when a space becomes available.

If you would like to apply for a Bikehangar space in an area that is not managed by Cyclehoop, (eg. Waltham Forest, Westminster, Islington, Southwark) Please visit the local authority website and apply directly to the council.

Who manages my Bikehangar subscription?

Cyclehoop manage the majority of Bikehangar subscriptions on behalf of local authorities. All Bikehangars managed by Cyclehoop have a three- or four-digit number on the bottom right-hand corner of the door, and are visible on our search page.

However, some boroughs manage their own schemes. If your Bikehangar lies within one of the boroughs listed below, please contact the council directly with any queries.

• Waltham Forest
• Westminster
• Hackney
• Brent
• Islington
• Bristol

Some Bikehangars are owned and managed privately by organisations such as housing associations, employers or landlords. If a Bikehangar does not appear in the Cyclehoop search, please contact the land owner or party responsible for facilities management.

The FAQs listed on this page apply to Bikehangars managed by Cyclehoop only.

Why do some Bikehangar spaces cost more than others?

The local authority is responsible for setting the cost of a subscription; they may choose to subsidise this fee in some areas to encourage uptake and support active travel, or they may add a levy to re-invest into the scheme for expansion.

Cyclehoop supply and manage Bikehangars on behalf of the local authority. Our standard subscription fee is £72 per year, this covers pre-planned maintenance, administration, key logistics and all other practicalities of managing a subscription.

There are no Bikehangars in my area, how do I get one?

If you live in an area where the highway is managed by the council, the best way to get start a new Bikehangar scheme in your area is to petition your local authority. This could be by contacting your local councillor or to the council department responsible for transport. You can find your councillor here: Write to Them, and your council here: Gov.uk - Find your local council.

The process can be long, but persistence pays off. There is strength in numbers; the more neighbours and community members you have who will lend their signatures and support to your campaign, the higher your chance of success will be.

If you live in an area that is managed by a housing association or facilities manager, it is best to raise the issue directly with them.

I joined a waiting list for a Bikehangar but I haven’t been contacted by Cyclehoop. Why not?

When you join a waiting list, we will contact you when a space becomes available. There is high demand for Bikehangar spaces in some areas, so waiting times can be very long. If a space is available our team will contact you by email to offer you a space within 2 working days. In your email platform (eg. Gmail, Outlook, Apple Mail), please ensure that rentals@cyclehoop.com is saved in your contacts or added to a safe sender list so the email does not go into your junk/spam folder.

We are continuously adding new Bikehangars for many local authorities, please check our search page periodically to find out if new units have been added near you.

I joined a waiting list for a Bikehangar. How can I find out where I am on the waiting list?

If you would like to know your current waiting list position, please contact us. Our team would be happy to provide you with this information.

Please note, turnover of Bikehangar spaces is very difficult to predict. Your waiting list position does not give you a precise indication of when a space will become available for you.

My local Bikehangar isn’t on the Cyclehoop map, why not?

If you can see a Bikehangar on the street, but you can’t find it on our search function, it might be because the unit is newly installed or managed by someone other than Cyclehoop. Newly installed units may take a few days to appear on the search function.

Some local councils manage their own schemes. If your Bikehangar lies within one of the boroughs listed below, please contact the council directly with any queries.

• Waltham Forest
• Westminster
• Hackney
• Brent
• Islington
• Bristol

Some Bikehangars are owned and managed privately by organisations such as housing associations, employers or landlords. If a Bikehangar does not appear in the Cyclehoop search, please contact the land owner or party responsible for facilities management. Please note, other residential cycle parking providers operate in some areas, please ensure the unit is a Cyclehoop Bikehnagar.

Please note that Bikelockers in Southwark are managed directly by the council’s garages team.

I want a space in my local Bikehangar, it looks like there are free spaces but the website says none are available, why is this?

Sometimes it can appear that a Bikehangar is not being used, despite being fully subscribed. Please bear in mind that the subscribers’ bikes may be in use or stored elsewhere temporarily. It is also possible we have offered the spaces to new subscribers who are yet to confirm.

Subscribers are free to store their bike in their space as frequently or infrequently as they choose for the duration of their term. While the service charge primarily funds the administration and maintenance of the Bikehangar, it also helps ensure subscribers vacate their spaces when they no longer need them, leaving them free for those who do.

There are unused bikes in my Bikehangar / my local Bikehangar, can I have the space?

We understand that it can be frustrating when bikes appear unused while you are waiting for a Bikehangar space. However, subscribers are free to use their bikes as often, or as little as the choose for the duration for their subscription. Please bear in mind that bikes may appear unused for a variety of reasons, including injury, pending repairs or absence.

If there are unused bikes in your Bikehangar, please contact us. In some cases we can contact the subscribers and check if the spaces are still required. Please note that members are not obliged to relinquish their space in these circumstances.

My household has more than two bikes, can I have more than two spaces in a Bikehangar?

No, each household or individual home address can only hold a maximum of two spaces in a Bikehangar. Demand for spaces is extremely high in many areas; this rule is in place to help share the benefit of Bikehangar spaces among a wide range of residents, rather than concentrating it in fewer households.

I’m applying for two spaces in the same Bikehangar, do I have to pay two key deposits?

Yes, you have to pay the key deposit for each space you hold. Each space is treated like a separate subscription, this allows you to easily cancel one of the spaces should you choose. You will be refunded both key deposits when you return your keys at the end of your subscription.

Do I have to park my Bike in a specific space in the Bikehangar?

Yes, you must park your bike in your allocated space. Each Bikehangar has six spaces marked A to F from left to right. Your allocated space is listed in your welcome pack, and on your key tag. Think of your allocated space as you would a private driveway; it should be for your sole use at all times.

Occasionally your allocated space my change during your term, to help bikes fit into the bikehangar in the best way. In this case, we will contact you to inform you of any changes to your allocated space.

Do I have to put an ID tag on my bike?

Yes, an ID tag must be attached to the seat post of your bike when it is stored in the Bikehangar. The ID tag is a black zip-tie marked with a unique code. It is included in the welcome pack you receive at the beginning of your subscription, it helps us quickly match the bike to the subscriber to help resolve any issues in the Bikehangar.

Do I need to lock my bike when I store it in the Bikehangar?

Yes, we recommend you lock your bike when it is stored in the Bikehangar. This keeps your bike secure in the rare event that the door is left open or the unit is broken into.

Someone has parked a bike in my allocated space, what should I do?

If someone parks a bike in your space, contact us. Please include the Bikehangar number, the location, a photo showing the make of the bike along with a description of the bike and the number on the bike ID tag if present. Our team will contact all subscribers in the unit and request that the bike is removed as a matter of urgency. If the bike is not removed within 7 days we will arrange to remove the bike. Please do not park your bike in any space other than your own allocated space as this may make the problem worse.

I lost my bike ID tag, how can I get a new one?

If you lose your bike ID tag, please contact us to request a new one. Your bike ID tag helps us quickly identify which bike belongs to you should any issues arise. We recommend you make a note of your unique bike ID number, it could be useful in the event that your bike is stolen.

The bike in the next space is blocking mine, what should I do?

If a bike in an adjacent space causes a severe obstruction to you, contact us. Please include the Bikehangar number, a photo/description of the obstruction and the number on the bike ID tag if present. Our team will contact the subscriber and check that our terms are being followed.

In some cases, where there is availability, we can arrange to swap spaces between subscribers to help solve the problem. Please do not park your bike in any space other than your own allocated space unless our team instructs you to do so, as this may make the problem worse.

I lost my Bikehangar key, what should I do?

If you lose your key, please contact us, we will arrange a new key which will be sent the address listed on your account. You will forfeit your original key deposit and a new key deposit of £25 will be required. Please note, Bikehangar keys can only be cut by our specialist lock supplier, as such there is a lead time of up to 3 three weeks. We will not be able to provide you with alternative bike parking during this waiting time.

How do I renew my Bikehangar subscription?

Provided your payment card information is up to date, your subscription will renew automatically until you instruct us to cancel. We will contact you by email 7 days prior to your renewal date to check if you wish to renew. In your email platform (eg. Gmail, Outlook, Apple Mail etc), please ensure that rentals@cyclehoop.com is saved in your contacts or added to a safe sender list so the email does not go into your junk/spam folder.

How do I cancel my Bikehangar subscription?

To cancel your Bikehangar subscription, complete our key return form and post your key back to our Rentals team in a jiffy bag or similar reinforced packaging. A paper envelope will not be sufficient as the key may break through and get lost in transit. We recommend using a tracked postage service. Cyclehoop cannot be held responsible if your key is lost in the post. When we receive your key, we will refund your key deposit and your subscription and financial liability with Cyclehoop will end.

Please note, we do not offer pro-rata refunds if you cancel your subscription in the middle of your term.

Can I transfer my Bikehangar space to my friend or tenant?

No, you cannot pass your key to a friend or tenant, or sublet the space in any way. The Bikehangar space must be used by the subscriber named on the account. This keeps the waiting list system fair to all applicants. Failure to comply with this rule will result in immediate cancellation of the subscription and may result in a lifetime ban from using the service.

Can I store more than one bike in a space?

No, you can only store one bike within your allocated space. You cannot store multiple bikes, dismantled bikes or any other items in your Bikehangar space. As there is limited space between each rack, additional bikes or equipment will restrict access for the subscribers in neighbouring spaces.

When we receive a report of additional bikes or items in a Bikehangar, our team will contact the subscribers requesting that the items are removed. If they are not removed within the given timeframe, they may be subject to removal and disposal without further notice.

Can I transfer my subscription to a different Bikehangar?

If you are moving house or a new Bikehangar has been installed closer to home, you may want to transfer your current subscription to a different Bikehangar. If there are spaces available in your new location, we can transfer your subscription. To request a transfer contact us.

You will be sent an offer email for the new space. You will be required to pay for the new space in full. We will then send you the key for the new Bikehangar along with a stamped addressed envelope to return your old key. Upon receipt of your old key, we will ensure that any remaining time on your original subscription is refunded to you along with the key deposit.

How do I change the payment card on my Bikehangar subscription?

To change the payment card on your Bikehangar subscription please contact us. We will contact you by email 7 days prior to your renewal date to check if you wish to renew. In your email platform (eg. Gmail, Outlook, Apple Mail etc), please ensure that rentals@cyclehoop.com is saved in your contacts or added to a safe sender list so the email does not go into your junk/spam folder.

I am cancelling my subscription before my term is up for renewal, can I get a refund for the remaining time (pro-rata refund)?

No, we do not offer pro rata refunds when you cancel your subscription mid-way through your term. Pro rata refunds are only given in exceptional circumstances at the discretion of the rentals manager.

Will my bike fit in a Bikehangar?

Your bike will fit in a Bikehangar space provided it does not exceed the following dimensions:

• Height: 1200mm (Measure from the floor to the highest point on the bike, usually handlebar or the seat)
• Length: 1800mm (Measure the longest horizontal distance across the wheels, including any mudguards or accessories)
• Handlebar width: 750mm (Measure the width of the handlebars, including any accessories such as mirrors or bar-ends.)
• Tyre width: 60mm (The width of the tyre at the widest point.)

Please note: Large accessories such as baskets and child seats must be removed while the bike is stored in the Bikehangar. These can prevent handlebars from overlapping and restrict access to neighbouring spaces.

I have an e-bike, can I store it in the Bikehangar?

Yes, provided it fits within the maximum dimensions – height 1200mm, length 1800mm x handlebar width 750mm. The tyres must be no wider than 60mm. Please check the dimensions carefully before applying for a space, include any accessories such as mudguards, baskets and mirrors etc. Do not store any removeable hardware such as batteries and head units in the Bikehangar.

I want to store a new/different bike in my space, what should I do?

Whenever you change the bike, you are storing in your Bikehangar space, please contact us. Make sure you include the manufacturer, model, colour, and type of bike eg. Road bike, mountain bike, hybrid, shopper etc. We keep a record of your bike to help resolve any issues in the Bikehangar.

If you are able to remove the ID tag from your old bike and put it on the new one, please do so (this can be done by removing the seat post, sliding the tag down the tube, and repeating the process in reverse on your new bike). Otherwise let us know that you need a new tag and we will send one out to you at a cost of £2.

My bike has a child seat, can I store it in the Bikehangar?

No, unfortunately you cannot store a child seat in the Bikehangar. Child seats can cause an obstruction to neighbouring spaces, making loading and locking bikes difficult. They can also obstruct the door mechanism. We recommend a removable child seat system such as the Thule RideAlong or Hamax Caress.

We appreciate that this may not be the most convenient solution for subscribers with child seats, but we must ensure the Bikehangar is accessible for the entire userbase.

My bike has pannier bags, can I store them in the Bikehangar?

No, unfortunately you cannot store your pannier bags in the Bikehangar. Pannier bags can cause an obstruction to neighbouring spaces, making loading and locking bikes difficult for other subscribers.

I have an adapted cycle / non-standard cycle / all-ability cycle / handcycle / Tricycle, can I store it in a Bikehangar?

While most adapted / all-ability cycles do not fit in a standard Bikehangar space, in some situations we can work with the council to provide a specially adapted Bikehangar for non-standard cycles. We suggest getting in touch with your local authority and a charity such as Wheels for Wellbeing.

I have a cargo bike, can I store it in a Bikehangar?

Due to their size, most cargo bikes cannot be stored in a standard Bikehangar. We also offer the Cargo Bikehangar, designed specifically for the secure storage of cargo bikes on the carriageway. If you need a Cargo Bikehangar space, we recommend contacting your local councillor and/or the local department responsible for transport for cycling. You can find out who your local councillor is on the WriteToThem website.

Can I insure my bike when it is stored in a Bikehangar?

Yes, you can insure your bike while it is stored in your Bikehangar. Our specialist insurance partner Bikmo recognise Bikehangars as an insurable space. Cyclehoop customers can get a 10% discount on their bike insurance. You can find details of how to claim this discount on your welcome email.

Some contents insurance policies may also cover your bike whilst locked in the Bikehangar, but caveats can apply such as the distance the Bikehangar is from your home and the duration the bike is stored in the Bikehangar. Check your policy carefully to ensure your bike is covered.

There is no insurance cover provided within the cost of your subscription and Cyclehoop assume no responsibility for any loss or theft. Please refer to our Bike theft policy and Bikehangar Insurance Advice for further information

I just received the key to my Bikehangar, but my bike won’t fit in the space. What happens now?

If you have received your key, but your bike does not fit in your Bikehangar space, contact us. In some cases, we may be able to co-ordinate with the other subscribers in the unit to switch the allocated bays to accommodate the bike. If this is not possible, you have 14 days to return your key for a full refund.

My bike was stolen from inside the Bikehangar, can I claim for a replacement?

No, you cannot claim for a lost bike or any other item stolen from within a Bikehangar, either from Cyclehoop or from the local authority that owns the Bikehangar. Your bike is parked in the Bikehangar at your own risk. While thefts from Bikehangars are rare, we recommend locking your bike to the racking when parking. We also recommend insuring your bike with a specialist insurer such as Bikmo.

My Bikehangar is damaged, what should I do?

If your Bikehangar is damaged in any way that affects the operation, security or safety, contact us. Please include the location, the Bikehangar number if available and photo of the damage if possible. Our team will arrange a maintenance visit as soon as possible.

My Bikehangar won’t lock / unlock, what should I do?

If your Bikehangar will not lock / unlock, or becomes difficult to operate, contact us. We will arrange an inspection and repair if required. If the lock freezes during cold weather, please follow the steps in our guide: How to look after your Bikehangar in winter

My Bikehangar is filling up with leaves/debris, what should I do?

As part of our pre-planned maintenance scheme, your Bikehangar is visited twice a year by our Maintenance team. Leaves and debris are cleared from the Bikehangar on each visit. If your Bikehangar has a substantial amount of built-up debris, please contact us. Include the Bikehangar number, location and a photo of the interior in your correspondence.

I’m applying for two spaces in the same Bikehangar, do I have to pay two key deposits?

Yes, you have to pay the key deposit for each space you hold. Each space is treated like a separate subscription, this allows you to easily cancel one of the spaces should you choose. You will be refunded both key deposits when you return your keys at the end of your subscription.