31

Business overview

Gas, Electric Power and Service Businesses

INVISIBLE ASSETS
P51

Relationship of trust with11 million customers
Contributing to the achievement of Sustainable Development Goals (SDGs)

Lifeval, Enesta and Enefit act as the faces of Tokyo Gas in local communities
Our bonds and relationships of trust with our 11 million customers, developed over the past 130 years, are our greatest
strength. Tokyo Gas Lifeval, Enesta and Enefit have 180 outlets and over 10,000 employees to act as the faces of Tokyo Gas indifferent communities. They offer close services matched with customers’ needs and serve as one-stop providers of products
and services that help increase the quality of life for building close ties with individual customers.
Interface withthe community
Customers

Outlets

EnestaGunma
Prefecture 7 outlets

180

Enesta1 outletTochigi
Prefecture

EnestaIbarakiPrefecture 5 outlets
LifevalSaitamaPrefecture 8 outlets

Enesta5 outlets

Enefit7 outlets

Tokyo

Lifeval53 outlets

Enefit37 outlets

Kanagawa Lifeval
Prefecture 38 outlets

Enefit9 outlets

Enefit3 outlets

Lifeval / Enesta / Enefit

Employees

14,000Help in gas andelectricity planning
Gas tap opening
and shutoff
at the time of moving
Meter reading
Safety inspection andrepair of gas appliancesand equipment

Chiba
PrefectureLifeval
4 outlets

Enesta2 outlets

Enefit1 outletSales and installation ofgas appliances andhousing appliances
Gas plumbing
Design and installation ofplumbing equipment
and air conditioners* As of April 2019

Home improvement
etc.

The face of Tokyo Gas, across the entire Kanto area
We believe strong relationships of trust with customers based on this community-based sales organization is the driving forcethat has enabled us to maintain our position as No. 1 new electric power market entrant in fiscal 2018, the third year after entry.
In the retail gas business, too, which marks its third year since full deregulation, we are determined to augment and strengthen
our relationships of trust with customers.

32

TOKYO GAS INTEGRATED REPORT 2019

Wide-ranging services that cement bonds with customers
We offer optimal lifestyle suggestions that are uniquely available from the Tokyo Gas Group, gained from paying close
attention to customers’ lifestyles and delivering gas and electricity to them. In a bid to ensure that customers think of Tokyo
Gas when facing lifestyle-related difficulties, we will offer reassuring lifestyle-related services that match each life stage andthe requests of individual customers in addition to gas and electricity on a one-stop basis to strengthen bonds.

Always Reliable Services
Our Always Reliable Services provide reassurance in terms of gas appliances and others concerning the overall
aspects of customers’ lives.

Gas Fixture
Special Support
The payment of a monthly
subscription fee offers
unlimited access to repair
services for city gas
appliances and hot waterterminal appliances madeby Japanese manufacturers.
This service also covers apredetermined portion of
the purchase expenses forreplacement. It thus provides
accommodating services tosupport life with gas.

Gas Fixture
Troubleshooting
SupportTokyo Gas’ gas customers
are entitled to the visiting
repair service with no visiting
charge. That allows themto call for a visit without
hesitation in the event of
failure of their city gas water
heater or stove.

Emergency Home AssistService
This service responds to
unexpected issues withplumbing products, entrance
keys and others on a 24/7
basis to reduce customers’anxiety.

Electricity Fixture
Troubleshooting
SupportTokyo Gas also deals withelectricity-related issues.
This support service isprovided for customers that
subscribe to Tokyo Gas’
electricity services. We offer
reassurance in the eventof unexpected issues not
only for gas, but also forthe electricity that supports
everyday lives.

Residential Monitoring
Services
These services enable
customers to remotely check
whether the gas is used,the door and windows arelocked, and if any family
member is at home. They arefor monitoring the children in
double-income families andelderly family members thatlive separately.

Always Home Support
It is a package with a variety of services aimed at solving overall issues related to customers’ residences.
It provides customers with comfort and safety at home.

Minor home
improvements, repairs
and renovations
We offer a wide varietyof services ranging fromminor repairs including thereplacement of wallpaperand screen doors and theadjustment and replacementof door knobs to therenovation of bathrooms,
kitchens, lavatories and otherhousehold equipment.

Plumbing trouble
response
Our staff will visit customers
to address issues withplumbing products, such as
water leakage and clogging
of drainage conduits.

Repair of gas appliancesHome safety measures

Housekeeping service

We will deal with abrupt
failures and other issues withgas appliances. We receive
requests 24/7.

We will propose safetymeasures at home, including
the installation of fire alarms
and handrails and the salesof fire extinguishers and otherdisaster management items.

Our customers can enjoy
house cleaning, delivery
cleaning and home servicesfrom Kajitaku Co., Ltd.,an AEON Group company
providing these services, atbeneficial prices by applying
for services via the Tokyo
Gas Group.