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TLC Group’s CSR
CONTENTS

Report Overview

Discussion:
TLC Group’s CSR
Creating New Value through Operations andWorking to Achieve a Sustainable Society ——————————————

2

Assistance for Recovery fromthe Great East Japan Earthquake — ———————————————

5

Special Topic 1:
Social and Environmental Initiatives at Commercial Facilities
Tokyu Plaza Omotesando Harajuku —————————————————

7

Special Topic 2:
Lifelong Support Provided by the TLC Group
Cherishing Human Relations,
BRANZ Support Program— ————————————————————— 13
TLC Group’s Approach to CSR(Corporate Social Responsibility)/
CSR Promotion Structure————————————————————— 15■ Efforts for Environmental Conservation
Five Environmental Issues (1)CO2 Emissions Reduction————————————————————— 17
Five Environmental Issues (2)Promoting Biodiversity Conservation——————————————— 19
Five Environmental Issues (3)Conservation of Water Resources————————————————— 21
Five Environmental Issues (4)Resource Saving— ———————————————————————— 22
Five Environmental Issues (5)Health Care— —————————————————————————— 23

Report Objective
This report has been compiled and publishedannually since FY2009, for the purpose of
informing our stakeholders of the TLC Group’s
CSR activities. This 2012 edition reviews
progress of CSR activities of the TLC Group asa whole and is organized by subjects that we
specifically wish to convey.

■ Improving Customer Satisfaction■ Efforts for Social Contribution through Business
Ensuring Safety and Security Contribution
to Local Community— —————————————————————— 33
Meeting the Needs of Aging Society with a Low Birthrate(Support for Child-raising and Nursing Care)— —————————— 37
TLC Group Overview— —————————————————————— 39
Third-party Opinion———————————————————————— 41

1

CSR Report 2012-2013

Mr. Shiro Wakui

President and CEO
Tokyu Land Corporation

Professor, Departmentof Environmental andInformation Studies, Faculty ofEnvironmental and Information
Studies, Tokyo City University*B eginning April 2013 reorganized into
the Department of Environmental
Creation, Faculty of Environmental
Studies

Reporting Period
FY2011 (from April 2011 to March 2012). Some
data may be referenced from other fiscal years.
References“Sustainability Reporting Guideline (GRI, Third
edition),” international guidelines for reporting
sustainability.
Date of Publication
December 2012

Contact
Aiming at Creating a Workplace
where People Feel Job Satisfaction———————————————— 29

Kiyoshi Kanazashi

Scope of Reports
This report covers CSR activities of all major
companies of the TLC Group (* See P.40).

Communication with Customers— ———————————————— 27■ Employment and Labor Practices

Creating New Value throughOperations and Working to Achievea Sustainable Society

Intended Readers
The report is compiled for our customers,
shareholders, investors, our company executives
and employees, suppliers, government
agencies, NPO/NGO, local communities
where the TLC Group conducts businessactivities, educational institutions, familiesof our executives and employees, and otherstakeholders of the TLC Group of companies.

■ Management Structure
Robust and Transparent Management Structure— ———————— 24

Discussion

With the view to achieving a sustainable society, in what ways should the TLC Group direct its efforts tocontribute to society and to preserve the environment? The following is a conversation between landscapearchitect and university professor Shiro Wakui, who also serves as the chairman of the committee topublicize biodiversity and promote people to mainstream biodiversity, and Kiyoshi Kanazashi, thePresident and CEO of Tokyu Land Corporation.

The Role of the TLC Group as a
Corporate Group in Society

Tokyu Land Corporation
PR/CSR Promotion Department
Corporate Planning Division
T E L : +81 (3)5458 0617
FAX : +81 (3)5458 4043

Mr. Kanazashi: With a staff of around 16,000 employees,
the TLC Group interacts with society across a wide rangeof fields. Starting with the role as developer, the Groupnot only engages in the development and operations ofoffice space as well as commercial, residential, and resort
facilities, among others, but is also active in real estateintermediation, condominium and commercial building
management, fitness club operations, and the Tokyu
Hands retail sales business. Naturally, each of these group
operations makes their individual contributions to society,but I believe that the significance of our existence as acorporate group lies in our ability to provide corporategroup level synergies.

Mr. Wakui: The ability to establish brands and serve
customers in different fields is highly admirable. But it
also puts the spotlight on the question on what brandthe TLC Group forms as a corporate group that provide
comprehensive lifestyle services, underscoring theimportance of brand management. In other words, whilebringing to bear the traditions and brands created to date,on top of this I believe it is essential to generate synergies
and promote innovation.

Thoughts and Actions Surrounding
the Recovery Support after the Great
East Japan Earthquake
Kanazashi: We launched a recovery support project
themed “Smile for Japan.” When I visited the disasterarea around the end of April 2011, I resented the idea

CSR Report 2012-20132

of operations without placing too much of a burden
on future generations. In this area, TLC has in its own
business operations achieved a successful track recordthat is visible to the eye. I think that more than people
at TLC are aware, this experience might also be of hugesignificance for the needs of the disaster location.
Kanazashi: Like you said, experience is often rooted inevery employee in the form of the corporate culture. This
makes it so important that employees have an independent
will of their own. In response to the request from a local
government, we decided to dispatch a number of staff
members equipped with this kind of will and know-how.
In this context our company name is utterly irrelevant.
In five or ten years, our operations might come to bloom,
just as a result. What matters is to plant the seeds one by
one if there are things that can be done now.
that only a certain part of society should have to bear
the brunt. I felt that everyone in Japan should take on asmall bit of the burden. We acted on the same principle
as a corporation when we made the first step based on
the notion that if there is something that can be done
immediately it should be done now, instead of planningabout ten years ahead.
At that time we happened to have a building in Ginza
awaiting reconstruction, which we made available, freeof charge for the disaster victims. Ginza is by its sheer
name a strong brand which I believe might have done its
part in disseminating information from the disaster area.
Although I do not think that we accomplished anythingmajor, my feeling is that over the course of this one year,
based on our independent will, one after another wemanaged to do the things that we were supposed to do.
Our employees also have independently participated involunteer activities. For the future, the question arises
where to commit ourselves and as a corporation for
periods of 3-5 years.
Wakui: The Group’s corporate culture showed itself inthe manner of uniting as a corporate citizen with thedisaster victim. Being engaged in urban and residential
development, TLC is involved in spheres related to thevery foundation of people’s lives. In this sense, taking
action has nothing to do with grandstanding but is aboutmutually doing what one is able to do, in the form of atrue union with people. This strikes me as a sentimentboth noble and praiseworthy. Actually, when I spokewith the mayor of Kesennuma City, he called it a sourceof immense psychological help for the affected to hearthat TLC provides space for a satellite store in Ginza in theservice of recovery support.
What is most needed at the disaster area today isrealism. Also with regard to reconstruction, one canhardly say that there is a lot of experience and know-how
available in the areas of urban planning and construction.
This situation makes operations like TLC which are able toprovide help especially valuable. Given that the economy
is no longer a one-way ticket to growth, what is needed isthe ability to make steady progress in the implementation

3

CSR Report 2012-2013

Wakui: Excellent. I can feel a strong sense of realism.

Future Value Springing from
Action for the Environment
Kanazashi: In its three-year medium term management
plan started in April 2011, TLC has positioned“environmental strategy promotion” as one of its
important management issues. In 2011, we establishedthe TLC Group Environmental Vision together with theenvironmental maxims of “Creating Cities Co-existingwith Nature, Creating a Future for People.” These maxims
are predicated on the fact that many of the operations of
the TLC Group take place in urban settings, be it leasing
operations for office space and commercial facilities orcondominium development and sales operations. On theother hand, there is the fact that the resort operations of
the Group, often mentioned as a special characteristic,
are situated in the immediate proximity of nature. Our
determination to remain engaged in the preservationof the environment while bringing to bear the expertise
accumulated in a wide-ranging business expanse reachingfrom urban locations to locations in natural settings isembodied in the maxims of “Creating Cities Co-existingwith Nature.”Moreover, I would like to mention that the Group has
its origin in the Den-en Toshi Co., Ltd. (1918), which
concerned itself with the development of Denenchofu.
The Group has since inherited its predecessors’ concern for
the environment integrated into their urban development
operations, and we consider it our mission to carry thisheritage forward into the future. This notion is expressedin the maxim of “Creating a Future for People.”
Wakui: I expect that what we call environment will in
future acquire outsized importance and value. We will
likely see fierce international competition break out among
cities around the world. In manufacturing, production
bases are already concentrated on locations all over theworld where resources are ample and the cost of laboris low. The competition that I expect to break out in the
future will surround the quest for locations in the world
where to set up “places for thinking” about where andwhat to produce, or “places for management.” The
result will be that “places for thinking” will demandenvironments of a high quality. Today the environment
plays an extremely important part in determining theattractiveness of a city. Also in the case of Tokyo, which
had a history as a strongly recycling-based city when it
was still called Edo, it might prove a critical strategy toreturn to that historical status and to increase Tokyo’s
international competitive edge by strengthening theenvironmental factor.
Kanazashi: What form to give the urban environment is
not a question of individual buildings’ surroundings. When
we think of landscaping the urban environment in thesense of broad-scale urban planning, I consider it desirable
to make society at large the arena for discussing thelocations of urban spaces, greenery, and buildings. Whatdo you think?
Wakui: For the future, I expect that Tokyo will increase
its urban density with taller buildings and proliferating
greenery in open spaces above ground. When that
happens, much will depend on whether developers focus
more on making a profit through their environmental
planning activities or whether environmental measures willplay their part, such as the proliferation of greenery basedon competent area management. My concern is thatthe better the quality of a developer is overall, the moreconcern they show for the environment, which may notalways be fully appreciated.For buildings’ interiors, introducing energy self-supply
and renewable energy are easy to appreciate as metrics
that move within the realm of business cash flows. But
whatever extends to the architectural exterior is muchless easily appreciable from a business perspective. A
prime example is the Omohara Forest of the Tokyu Plaza
Omotesando Harajuku ( see the special topic on page7). The Omohara Forest is an important piece of social
common capital and introduces the concept of area
management to Omotesando. When it comes to whether
maintenance can be covered out of business cash flows
the problem is that as the quality of a created space goesup maintenance costs increase as well, which is a burdenthat falls mainly on the business operators or tenants.
Viability requires that there must be an arrangement tofind appreciation with society at large.

with consideration of the environment and customers
experience a feel-good factor inside and out, customers
will be willing to pay for that. In other words, there isbusiness value. I believe that this is an important cycle.

Creating New Values for
CSR Management
Wakui: TLC understands what end users want, which
is one of its great strengths. For example, with its longexperience in providing residential property, there is avery good understanding of the lifestyle changes that end
users are looking for. Preferences have changed from thedetached house of old to the atmosphere of town, andtoday people are seeking to bond with nature. This trend
also serves to invigorate urban redevelopment.
Beyond the end user, the topic that comes up is
about how lifestyles are created. In the same way as theautomobile revolutionized people’s lifestyles, today it isbuzzwords like health, quality of life, and environmentthat define new lifestyles. How they can be realized in theoffice and at home will turn out to be a central issue,
I believe.
Kanazashi: I would like us to be a developer mostsensitive to customers’ lifestyles. To this end, ouremployees interact with customers and compile
information on a daily basis. In addition, I believe it is thework of a business corporation to create new value bylinking to the big trends in the world, like you said. If value
creation for the customer connects to value for society
at large, it becomes genuinely CSR driven management,
which I regard as indispensable for the sustainable
development of business corporations. In this way, I hope
we will be able to contribute through our operations toachieving a sustainable society.
Thank you very much.

Kanazashi: Viewed from the perspective of operators,
it all comes down to customers’ assessment. This makes
it important to change customers’ perspective throughinformation activity in the public, disseminated by persons
like yourself and parts of the public administration.
Fact is that to date the emphasis has tended to be
predominantly on increasing leasable surface area, whichis the wrong approach. If the entire building is conceived

CSR Report 2012-20134

Assistance for Recovery fromthe Great East Japan Earthquake

Volunteers for Support in the Disaster Area

We express our heartfelt sympathy to people affected by the Great East Japan Earthquake.
The TLC Group has set up a Disaster Area Assistance Project team and has been engaged insupport activities appropriate for the Group and consistent with the requirements ofthe disaster area.
● For details about individual support activities, see our recovery support project website at http://www.tokyu-land.co.jp/support-project/

Assistance for “Midori no Tohoku Genki Camp”(July - August 2011 and March, July, and August 2012)
The “Midori no Tohoku Genki Camp” took place under a psychological care program for children after the Great East Japan
Earthquake. The implementation was chaired by Tokyo Gakugei University professor Masayuki Kobayashi, with theparticipation of camping specialists and psychologists. Located at Onogawako Lakeshore at Urabandai, the camp was hosted
on altogether five occasions in the summer of 2011 and in the spring and summer of 2012. On all five occasions, the TLCGroup with the cooperation of the Hotel Grandeco provided lodging facilities for camp staff as well as equipment, andvolunteers took photographs on the site and provided operative support.
A work created with children’s
imagined city of the future“Midori no Dream Plan”

August2012

Volunteer groups centered on volunteering employees
from the TLC Group companies have been engaging incontinuing activities in the disaster area. In September,
October 2011 and in July 2012, the work done in
Rikuzentakata City, Iwate Prefecture, consisted mostly ofclearing away rubble, cutting grass, and digging sludge outof street gullies. Moreover, in November 2011, volunteers
from Tokyu Livable, Inc. came to Shichigahama-machi,
Miyagi-gun, in Miyagi Prefecture to participate in a “Pine
Forest Clean Up Plan” clearing away rubble in the pine
forest. Respectively in April 2012 and September 2012, newemployees of TLC and from the TLC Group (excluding some
employees), about 100 people provided volunteer work.
Volunteer activities for the reconstruction of the disasterare planned to be continued.
Looking at the situation in the disaster area
has taught me how comfortable my everyday
life has been.

March
2012

Kosuke Kakazu Tokyu Sports Oasis, Inc.

July
2012

Helping Set up Simple Lodging Facilities
for Volunteers
The conversion (repair and change of use) of the former Yahagi
Elementary School building into accommodation facility for volunteers
promoted by Rikuzentakata City with the operational cooperation of
TLC and Tokyu Homes Corporation, among others, was in partcompleted and the facility pre-opened in the period from July 28 until
the end of October 2012. This project of Rikuzentakata City wasstarted in order to provide lodging facilities for volunteers, supportedby the TLC Group, whichbrought to bear its
expertise in thedevelopment andoperations ofaccommodation facility.
Room furnishings, baths,
and other facilities will befitted next. The facility isscheduled to open aroundMay 2013 (accommodation
charges have yet to be
determined).
Opening ceremony

July
2012

Children made snow caves
where they spent the night.
Shower climbing to Fudo Waterfall

I participated in the camp in this spring and summer, taking many photos of smiling children which I handed out aspresents. We shared heartfelt communication not only with the children but also with other staff members, making
our time enjoyed together at the camp all the more memorable.

Shinya Hayakawa Harvest Club Hotel Department, Tokyu Resort Service Corporation

Project of “Temporary
Housing × Green Curtain”
in Aizuwakamatsu CityIn June 2012, continuing on from last year,“green curtains” were created in a temporary
housing cluster in Aizuwakamatsu City
constructed by Tokyu Homes Corporation. The
greenery was set up by eight volunteers together
with the residents at altogether 46 households.

Revitalization of Japan from Ginza
Activities at the Ginza TS Building

All facilities are involved in support activities of some form, be it
through collection boxes or donations out of sales proceeds, ofcharity events and so on.

* This project ended in August 2012 concurrent with the reconstruction of
the Ginza TS Building.
A diversity of booths had
attracted crowd of people
crowding.

Main Events (October 2011 - August 2012)

Ginza Ikinari Market

Provided dishes using
produce grown in the
Ginza Tsunagaru Restaurant disaster area.

Ginza TS Building
Ginza Hirogare Stage

Photography and video
exhibition of the Kesennuma
local newspaper, together
with various charity events.

Support for a Communication Event for Children
TLC provided space for a communication event bringing together children
from Yanaizu-machi in Fukushima Prefecture and Tokyo’s Minato Ward
(February 2012). In September 2011, also the Shimane Inn Aoyama andthe Tokyu Stay Kamata provided space for social gatherings andthe accommodation facilities.

5

CSR Report 2012-2013

Four pellet stoves were donated to the temporary housing
assembly hall at Sumita-cho, Iwate Prefecture. Sumita-cho is
the location of a forest
involved in a conservation
effort under the Green
Connection Project
operated by the TLCGroup. The wood pellets
that serve as fuel for thestoves are produced here.

Action at Facilities of the TLC Group

Themed “Great East Japan Earthquake Recovery Support
Project from Ginza,” at the Ginza TS Building, space was let
to a recovery support group and related events took place.

Sold products from thedisaster area.

Donation of Pellet Stoves

Prayer Meeting for the Recovery
from the Great East Japan Earthquake
On March 11, 2012, the day one year after
the Great East Japan Earthquake, three lightrays representing past, present, and futurewere sent skywards with prayers for hope forthe disaster area. This event was held inconnection with the “Light from 311 Japan”
event at Kesennuma.

Goya has grown fast andformed large green curtains
in the summer.

Although it was a rainy day, thankfully theparticipation from the residents of the temporary
housing facilities was strong. After the work wascompleted, we were treated to tea.
Working on the green curtain allowed
us to experience residents’ graciousness
and has left lasting memories.

Kazunori Yamashiki

Landscaping Enhancement
Department, Ishikatsu Exterior, Inc.

On March 11, 2012, charity events were
hosted at the commercial facilities of
the Group.
(The picture shows the Abeno Market Park
Q’s Mall in Osaka)

On April 15, 2012, the Nasu Yume Balloon
Project took place to attract tourists to
Nasu Highland, where visitor numbers
had declined after the Great East Japan
Earthquake.

CSR Report 2012-2013

6

HISTORY

SpecialTopic 1The Changing Historyof the Jingumae Intersection

Social and Environmental Initiatives at Commercial Facilities

Tokyu Plaza Omotesando Harajuku

The Jingumae intersection, where today the
Tokyu Plaza Omotesando Harajuku stands, is linedwith buildings once populated with people whoback then were the drivers of contemporary
fashion and culture.

1958

Harajuku Central Apartments

Shaping Uniqueness and Value of the Location© Hazama Corpration

April 2012 saw the opening of Tokyu Plaza Omotesando Harajuku located at the
Jingumae intersection at the center of the Omotesando/Harajuku area.
The Harajuku Central Apartments built in this location some 50 years ago were in
their day a fountainhead of fashion and culture.
The Omotesando/Harajuku precinct has spawned many kinds of booms, and thisintersection has always marked its center.
Taking up and continuing this history and culture, we have created in this locationa next-generation commercial facility as a fashion theme park aiming to offer
something to enjoy for every customer, based on the concept, “Shaping uniquenessand value of the location.”
Specifically because consumers today can easily buy things on the Internet, with thislocation we provide real space and time where things, people, and nature can cometogether, and where customers can discover themselves afresh and experience thelatest in fashion and culture.

Upon their completion, the apartments served as sharedresidence for U.S. military personnel. Into the 1960s andlater, members of the creative professions, such as
cameramen, copywriters, and illustrators, became
residents in large numbers. Having an office in the
Harajuku Central Apartments became a status symbol as amember of the culture scene.

1980

Please turn the page
and take a look at
the inside of
the Tokyu Plaza.

Harajuku Plaza

Photo : Eiji Kitada
In the basement of the Harajuku Central Apartments,
the Harajuku Plaza opened for business, with dim lighting
and loud music, rows of boutiques and stores selling
miscellaneous merchandise. Back then the location
marked the forefront of fashion, even visited by musiciansfrom overseas.

1999

t’s harajuku

The location was beset with stores of the world’s foremost
brands at the time, including the Japan based flagshipstore of global fashion brand GAP, the first Japan based
outlet of pizza specialty restaurant PizzaExpress, andmerchandiser of imported sundries Sony Plaza.

7

CSR Report 2012-2013

CSR Report 2012-20138

Creating Cities Co-existing with Nature.
Creating a Future for People.

Creating Cities
Co-existing with Nature.
Environmental Vision: Five Environmental Issues and Efforts at Their Solution
Creating Cities Co-existing with Nature.
Creating a Future for People.

Based on the Environmental Vision of the TLC Group, Tokyu Plaza Omotesando
Harajuku is also tackling the five environmental issues through operations.

1. CO2 emissions reduction

2. Promoting biodiversity conservation• Natural light through skylight windows• Use of renewable energy through wind power generation• Adoption of energy-saving technology such as LED lighting,motion sensors, and water sprayers for outside units• Mitigation of heat island effect through green roof

• Creation of contiguous peripheral greenery and formation of
ecological networks• Reproduction of a wide-ranging vegetation from tall trees to low trees
and grass flowers to accommodate biodiversity• Installation of water trays and nest boxes for birds and otherattractions for animals
Roof garden

Creating a Future for People.

Creating Cities Co-existing with
Nature at Omohara Forest

On the roof top of Tokyu Plaza Omotesando Harajuku, a terrace with
abundant greenery was installed that is open for use to everyone,giving substance to the term plaza as a public place in the city.
Starting with the zelkova tree lining that is the symbol of
Omotesando, we planted trees that let visitors feel the four seasons,creating a new forest in the sky.
This forest overlooks the streets of Omotesando and Harajuku andis well beloved by the residents of the area as much as by visitors. In
the hope that it may become a popular location, we have named
it “Omohara Forest.”

3. Conservation of water
resources
Adoption of water saving installations(toilets, water faucets)

4. Resource saving• Use of recycled wood for wooden decks• Use of carpets made from recycledmaterials

Zelkova tree lines

Zelkova tree lines

5. Health care

Harmonia axyridis(red)• Reduction of toxic chemicals(use of low VOC building materials)• Green roof for relaxation andatmospheric cleansing• Temperature control in summer throughdry mist

Harmonia axyridis(4-dotted)

Sympetrum
infuscatum

The TLC Group has been working together with customers on the Green Connection Project for the preservation of
the environment. Having customers register as mail magazine subscribers saves each year 1m2 of forest per person.
* By purchasing CO2 absorption credits through FORESTOCK Association, the TLC Group returns the cost of forest improvements to the local
forestry cooperatives.
● Outline of Green Connection Project

Forestry cooperatives, etc.

Collaboration

Collaboration

Hiroshi Nakamura
NAP ARCHITECTS CO., LTD.
Tokyu Plaza Omotesando Harajuku is situated in a sunny location with trees
visible from all angles and buildings huddled together as though to protect thetrees. It is a design that gives substance to a new concept for the future in
combining buildings with nature, whose intent is the harmonious coexistencesociety. The roof terrace Omohara Forest displays large-scale greenery withzelkova trees and other medium-height and tall trees, as an intended allusion to
the vicinity’s tree lined streets and the vegetation surrounding Meiji Jingu. Inorder that Omohara Forest may serve as a public space to relax, a space wascreated that extends in a cone shape with a top light at the center. Displaying avariety of atmospheres each season, Omohara Forest keeps changing its faceduring the days and months of the year. We hope that Omohara Forest will be
loved as an urban plaza and frequently visited by many to experience “nature in
the city.”

Shaping Uniquand Value of enessthe Location

Birdpia - A Paradisefor Nearby Animal Life

Jiro Okubo

Animal life at Omohara Forest

oject
Green Connection Pr

Preserving forests in collaboration

Yoshiro Kato

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Birdpia (Sponsored by the Japanese Society for
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Linking the Location
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Sparrow
Vegetation of
Meiji Jingu

Cherishing Locales’
History andEnvironment

Water drinking and bathing
place for small birds.

Eisaku Okayasu
Japanese Society for Preservation of Birds
The Japanese Society for Preservation of Birds takes pleasure to announce that
Omohara Forest has been registered in the association’s Birdpia on the merits ofcreating an environment supportive of birds and other animals through theprovision of trees with rich foliage and the installation of nest boxes and watering
places. “Birdpia” is a term coined from the words “bird” and “utopia.” The Birdpia
designation is awarded to environments appropriate as habitats for birds and otheranimals living in our surroundings. The installed nest boxes are appropriate for thenest building of the parus major population in the vicinity of Meiji Jingu, among
others. They were made by pupils and faculty of the nearby Jingumae Elementary
School learning about the ecology and the appeal of wild birds and empathizing
with them. It is our wish that through this environment, visitors to Omohara Forest
may take home with them a vivid impression of the importance of the coexistenceof people and animals.

People at Jingumae Elementary School
who built the nest boxes
Shibuya Ward Jingumae Elementary School

Customers

General Man
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Tokyu Plaza
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ts such as thetion of a“FIRST FRIDAY
revolves around
HARA JUKU”
bringing togewhichther plant s, peop
connec ting pe
le and nature,ople, and interac ting with that tract s not on
e community.
ly shopping cu
The location
sto
mers, but also
community anpeople from thd people fromea diversit y ofgiving rise to
strata comes
new forms of
together,interac tion an
Omohara Foredcommunication. Th
st we will controughinue to promot
communicatioe a place forn that can beexperienced only here.

Linking Forests with
the Nest Boxes
Made by Children
Nobuo Kawashima
Principle, Shibuya Ward Jingumae
Elementary School

Utilization
Preservation
Use of timber
Provision of timber

9

CSR Report 2012-2013

Wooden name plates at Omohara Forest
made from wood from tree thinning

Nest box assembly
Understanding ecology throughperiodic surveys of animal life.
Installation of nest boxes
made by pupils of Jingumae
Elementary School.

Learning about the ecologyof birds.
(Instructor: Japanese Society
for Preservation of Birds)

Although Jingumae Elementary School is located in the city center adjacent toOmotesando Hills, nature is palpable with lots of trees in our school garden andwith Meiji Jingu nearby. The school building has on its roof top a garden designedby the children named “Onbara Sky Forest.” In the spring, there is blossoming
moss pink and towards the end of the summer dragon flies can be seen. This
spring, the school’s PTA gave an explanation to students about Tokyu Plaza, which
was opening nearby, and started a project for building nest boxes. Today, the nest
boxes of individualistic designs are installed at Omohara Forest at Tokyu Plaza andthe Onbara Sky Forest at the school, having the children look forward to seeing
the first birds take residence in the nest boxes made by them.

Special
Topic 2

Lifelong Support Provided by the TLC Group

Cherishing Human Relations,
BRANZ Support Program

The BRANZ condominium brand of TLC offers
three promises of “Spartan craftsmanship,”“sophisticated sense of space,” and “lifelong
support,” providing residents with a superb
living environment.
BRANZ Support provides support for everyday
life. Through a diversity of services helpful in
day-to-day living and through events serving topromote the community life among residents,
BRANZ Support provides security and comfort
and promotes interpersonal relations.

● The Four Pillars of BRANZ Support

Providing safe andsecure support

Shaping and stimulating
the community

Lifelong support
by the TLC Group

1 Providing Safe andSecure Support

2 Shaping and Stimulating
the Community

Customers awaiting the completion of their condominiums
will be furnished with reports on the progress of theconstruction at the building site and booklets with asummary of the inspections and verifications executed ateach stage of the construction work.
Many customers sign up to participate in onsite tours toverify with their own eyes the status at the construction
site, which cannot be done after the completion of theconstruction work. Moreover, the common space preview
events introduce in the form of a stamp-rally the various
building facilities such as the inside of the control room,
the pump room, and the supplies stock room.
Knowing one’s living surroundings promotes safety inday-to-day living and provides an opportunity to getinterested in disaster precaution measures and futurebuilding maintenance and repair.

At each condominium community, resident get-together
events and Friendship Parties are held in order toencourage communication among residents and topromote understanding of and interest in thecondominium association.
Moreover, beginning in 2012, the “Healthy Body Festa”
health maintenance program was launched, which isdelivered by instructors from Tokyu Sports Oasis, Inc.

Onsite tours have been popular
because they provide a goodunderstanding of the construction
process.

Each family is introduced with aphoto posted on the panel.

Many residents sign up, leading tolively exchanges at the venue.

Hometown
exchange

Common spaces preview events comewith detailed explanations about thelocations of equipment for crime
prevention and disaster precautions.

Healthy Body Festa(pelvic reset exercise)

The BRANZ Support Program From Contract Signing Until After Property HandoverConstruction progress
reportConstruction reports

Continuing BRANZ
Support development

Common spaces preview events

Onsite tour of construction site

Interior inspection
meetings
Contract signing

Beginning in thesecond year, programs
are planned for
condominiums withmonthly membershipfee payment (startingin 2012).

Moving in

3 Lifelong Support by the
TLC Group

4 Hometown Exchange

To help residents make the most of their valuable timeover the years and decades of continuous living in their
domiciles, the TLC Group in various ways provides adiversity of services to help residents with their day-to-day
matters after moving into their condominiums.

This exchange started at Kamikawa-machi in Saitama
Prefecture seven years ago. Through its events offerings,
this service gives participants the opportunity toexperience life in the countryside, to encounter nature, or
get informed in matters of dietary education, and provides
the chance for exchanges between city and countryside.

Kazokuryoku-Plus-BRANZ Premium-

Members-only site

Seminars forcrime prevention
and disasterprecautions,and tours of thetechnical center

Occupancy procedure meetings
Friendship Party

Resident-only site

Resident get-together events

The Kazokuryoku-Plus -BRANZ
Premium- offers prompt housecalls on a single phone callto help resolve day-to-day
problems.
• Emergency house calls tothe home• House calls to the home toprovide help
• Support in day-to-day matters

Tokyu
Cosmos Society
Provision of preferential services
by the Tokyu Group companies.

WELBOX
A wide range of services withspecial benefits for users.

Experiencing forest preservation byhelping with white cedar tree
thinning, arranged with thecooperation of Saitama Prefecture
Yorii Forestry Promotion Office.

Experiencing vegetable harvestingarranged with the cooperation of
the local Kamiizumi AgriculturalGroup.

* Part of the programs might not be available in select areas.

13 CSR Report 2012-2013

CSR Report 2012-2013

14

TLC Group’s Approach to
CSR (Corporate Social Responsibility) /CSR Promotion Structure

TLC Group Environmental Vision
Establishment ofEnvironmental Vision

The TLC Group takes a proactive approach to CSR activities in order to earn the trust and confidence ofGroup’s stakeholders and to win the continued goodwill of the Group’s customers.

TLC Group’s Approach to CSR

The Tokyu Group Group Philosophy
MissionStatement

Management
PolicyGuidelines
for Action

We hold this philosophy in common as we work together
to create and support the Tokyu Group.
■ Mission Statement
We will create a beautiful living environment, where each person
can pursue individual happiness in a harmonious society.

■ Management Policy
Work independently and in collaboration to raise Group synergy
and establish a trusted and beloved brand.
・Meet current market expectations and develop new ones.
・Manage in harmony with the natural environment.
・Pursue innovative management from a global perspective.
・Value individuality and make the most of each person.

We believe that CSR means providing solutions tosocial issues through business activities and enhancing
shareholders’ satisfaction. As a member of the Tokyu
Group, we share “The Tokyu Group Philosophy” and place
our CSR activity as a pillar of management; we therefore
formulated the “TLC Group Social Contribution Policy,”and the “Environmental Vision”

TLC Group CSR Promotion Structure
The TLC Group has set up the CSR Promotion Committeethat is formed from company executives within the group
who are in charge of CSR. In addition, the ComplianceCouncil and Environment / Social Contribution Council
have been established within the Committee respectively
to ensure compliance and risk management and topromote social contribution.
● Diagram of the TLC Group’s CSR Promotion Structure

Through these means, we will fulfill our corporate social responsibilities.

TLC Group CSR Promotion Committee
Chairman: TLC President and CEO■ Guidelines for Action
Fulfill your responsibilities.
Collaborate to enhance each other's abilities.
Reinvent yourself with a global awareness.

Compliance Council

Environment /Social Contribution Council

TOPICSElected for Inclusion in the Dow Jones Sustainability Index of Stocks

The shares of TLC have been selected for inclusionin the Dow Jones Sustainability Asia/Pacific Index(DJSI Asia Pacific), which is the Asia/Pacific edition of
the Dow Jones Sustainability Index (DJSI), the global
benchmark for social responsibility investment (SRI)*.
The DJSI is the world’s best known SRI index,
jointly developed by U.S. based media firm Dow

15 CSR Report 2012-2013

Established Environmental Philosophy in 1998
Revised into the Environmental Vision in 2011

Jones and Swiss based SRI research and rating firm
SAM. The index rates enterprises’ sustainability
based on economic, environmental, and social
aspects, and selects corporations that it finds tooffer overall excellence. In 2012 the DJSI Asia Pacificincluded the names of 154 such corporations.
Additionally, TLC has been selected also into
the international SRI index FTSE4Good for threeconsecutive years.
* Social responsibility investment (SRI): An investment method whereindividual and institutional investment considers as investment
criteria in addition to financial analytical data, CSR information suchas social, environmental, and corporate governance also matters.

Under the Environmental Philosophy
formulated in 1998, TLC has been
engaged in the preservation of theenvironment. In 2011, following areview to keep up with changes insociety, the TLC Group Environmental
Vision was established.
The Environmental Vision stipulates
environmental philosophy, policies,
and actions, and sets the direction forenvironmental activities at the TLCGroup level.
Environmental actions propose
specific steps addressing five global
environmental issues from threedifferent perspectives.

Creating Cities Co-existing with Nature.
Creating a Future for People.

TLC Group Environmental Vision

Environmental Message
and Logo

Environmental Philosophy
We will create value to connect cities and nature, and people with the future.

An environmental message and logo
were determined together with theEnvironmental Vision, “creating cities
co-existing with nature, creating afuture for people.” The catchphrase“creating cities co-existing withnature” represents our approaches toincorporating nature into cities throughbusiness activities, and “creating afuture for people” represents our hopeto achieve a future sustainable society,taking over and developing ancestors’
efforts for environmental conservation.
The message also means that the
TLC Group will create value throughbusiness activities.
A three-layer green rainbow,
a symbol in the logo, represents
our posture of making efforts forenvironmental conservation byconnecting cities and nature, andpeople with their future, the TLCGroup with the people in a community
according to the environmental
philosophy, policy, and throughaction as a whole based on theEnvironmental Vision.

Environmental Policy
We will make efforts to harmonize the environment and the economy throughbusiness activities.
Environmental Action
We will tackle five environmental issues from three viewpoints.
Three viewpoints
1) Publicize a goal and implement action.
2) Endeavor to implement progressive activities.
3) Conduct community-based activities in collaboration with local people.
Five environmental issues
1) CO2 emissions reduction
2) Promoting biodiversity conservation
3) Conservation of water resources
4) Energy saving5) Health care2012 Enactment

Biodiversity
Policies

1. We will grasp the relation between our operation and biodiversity.
2. We strive to minimize the effect of the operations on biodiversity.
3. We strive for sustainable use of biological resources.

TLC Group Social Contribution Policy
Providing Safety and Security

Contribution to Local Communities

Four Areas of the TLC Group Social Contribution
Childcare Support

Nursing Care Support

We endeavor to seek solutions to social issues by providing
products and services that are unique to the TLC Group in orderto provide fulfilling living environment to all people.

CSR Report 2012-201316

Efforts for Environmental Conservation

CO2 Emissions Reduction

The TLC Group is committed to reducing CO2 emissions to achieve a low carbon society in various scenesof business activities for the purpose of curbing global warming.

Reduction of CO2 Emissions of the TLC GroupThe TLC Group is tackling reductions in CO2 emissions inaccordance with the Revised Energy Saving Act and otherlaws and regulations, as well as the “Voluntary Action Planon the Environment” of participating industry organizations.
● CO2 Emissions from TLC’s Major Facilities(Unit: t-CO2)

200,000

145,647

143,353

123,667

100,000

0

2009

2010

2011

(Fiscal year)* Values reflect the combined totals for 67 office buildings, commercial
facilities, and resort facilities.

Acquisition of Environmental Performance
Ratings for Residences and Facilities
TLC has been aiming to achieve high environmental
performance in the construction of residential, commercial
and resort facilities as well as office buildings by acquiringexternal ratings such as provided by CASBEE and theTokyo Green Labeling System of Condominiums andbased on self-assessments. For example, BRANZ Tower
Minamihorie is the first super high-rise in Osaka City toacquire certification as Osaka Eco Housing.
Moreover, the rental communal residence project
Ambiente Kyodo in which Tokyu Livable, Inc. participated a project based on the concepts of environment,child care, and disaster prevention - was elected as the“Land, Infrastructure and Transportation Ministry Projectfor Promoting CO2 Reduction in Housing and Building”(FY2010).

Energy Management at Facilities Operated
by the GroupAt the Abeno Market Park Q’s Mall, commercial facilities
opened in 2011, the energy management system“Motto save” provided by Osaka Gas Co., Ltd. wasintroduced, which is able to aggregate and display in unitsof thirty minutes the energy consumption data of tenants.
Knowing the power consumption and CO2 emission
volume for each store has enabled tenants to take energy
saving measures on their own account.
This system was also introduced at existing officebuildings of TLC, with the demand monitoring systems
for entire building as the standard. Moreover, beginningin 2010, energy management systems using the Internet
were introduced in an effort to reduce CO2 emission
volumes through the administration and analysis of actual
electric power, gas, and water consumption.

Actualization of Households’
Energy Consumption
Monitoring system for energy consumption is installed asa standard feature at the condominiums (BRANZ Series)
marketed by TLC in the Tokyo metropolitan areas. Energy
consumption (electric power and gas) can be checkedusing PCs and mobile phones. Moreover, energy-saving
performances can be displayed as rankings within eachcondominium building, offering residents an element ofentertainment in their energy-saving efforts. (Features varyby condominium building.)

Tokyu Homes Corporation developed “new environmental
conscious concept housing” based on three concepts,“use of natural energy,” “long-life and durable house,”and “low life-cycle costs,” and announced it in August
2011. This concept housing is an example of long-term
excellence with regard to aseismic performance and life
cycle CO2 reduction, among others, which is also reflectedin the “S-rank (excellent)” awarded by the CASBEE
environmental performance efficiency
assessment indicator.
Moreover, in August 2012 Tokyu Resort Corporation
initiated sales of the MIRAI NIHONTM next-generation
smart house whose conceptual design was created by
TBWA /HAKUHODO Inc.

Use of Solar Power Generation and Other
Renewable Energy Sources

Eco Keeper Establishment
Certification

Tokyu Harvest Club Nasu

Introduction of Hybrid Vehicles
The TLC Group companies have adopted hybrid vehicles
for company use in an effort to reduce CO2 emissions
volume. Hybrid vehicles were introduced in the 2011 2012 period at Tokyu Community Corporation,
Tokyu Livable, Inc., and Ishikatsu Exterior, Inc.

The TLC Group engages proactively in the use ofrenewable energy application. As an example, solar
power generation has been installed at a number ofcondominium buildings and at the Palau Pacific Resort
Hotel, while wind power generation has been installed at
the Tokyu Plaza Omotesando Harajuku commercial facility.

Adoption of hybrid vehicles for company use (Tokyu Livable, Inc.).

TOPICS
Abeno Q’s Town
Honored with the Osaka Sustainable ArchitectureAward Special Prize
Panel displaying solar power generation facilities installedat the Palau Pacific Resort and the amount of power generated.

Energy Saving through the Use of LED Lighting

Actualization system “me-eco”
Ambiente Kyodo(operated by Chuo Fudosan Co., Ltd.;
completed in February 2012)

Efforts for Popularization of Smart Houses

The TLC Group has been promoting a broad-based change
to LED lighting at residential and commercial facilities, officebuildings, resort facilities, residential facilities for the elderly,
and other locations. The shift to LED lighting has been
rewarded with substantial energy saving and long-life.
At the Tokyu Hands Shinjuku branch, the shift to LED
lighting brought approximately 44% reduction in electric
power consumption compared with before. At the
Tokyu Harvest Club Nasu, the adoption of LED lighting
and electrical inverters for power equipment led to therecognition as an “Eco Keeper Establishment” byTochigi Prefecture.

In February 2012, the special prize of the Osaka Sustainable
Architecture Award was given to the multi-purpose facility
Abeno Q’s Town consisting of the Abeno Market Park Q’s
Mall and other facilities operated by TLC. With this award,
Osaka Prefecture honors the principals and the designersof buildings that excel in their consideration especially ofenvironmental consciousness. In this instance, the award
acknowledged not only the concern for the environment
reflected in actualization of energy usage, energy
management, and the proactive greening of buildings,
but also expressed high appreciation for the consideration
afforded the location by controlling road congestion andlight pollution.

BRANZ Tower Minamihorie(jointly with Itochu Property
Development, Ltd.; completion scheduledfor February 2014)17 CSR Report 2012-2013

CSR Report 2012-201318

Efforts for Environmental Conservation

Efforts for Environmental Conservation

Five Environmental Issues (1)Five Environmental Issues (2)The TLC Group makes efforts for promoting biodiversity conservation through TLC’s participation in“Japan Business and Biodiversity Partnership,” procurement of timber taking into account the ecosystem
of forests, progressive landscaping technologies, and greening taking in consideration biodiversity ofthe vicinity.

Preservation of the Existing
Natural Environment
For preserving as much as possible the original ecosystem,
the use of trees pre-existing at the location is desirable. At
the BRANZ Denenchofu condominium building completed
in April 2012, pre-existing trees were used as symbolic trees
at the entrance.

planted on the patio and nest boxes have been set up.
Additionally, greenery is planted on the roofs of all buildings
includingresidential andoffice buildings,
commercial
facilities, andresidential
facilities for theelderly.

Development of Advanced
Greening Technology
Ishikatsu Exterior, Inc., known for proposing advanced
greening technologies such as the Trans Planting Machine(TPM) method, also developed the Urban Green Shade- small islands of greenery for a taking a short rest thatbridge the gap
between the cityand nature - andhumic soil thatcan be used forindoor flower
pots and planters.

Pre-existing trees were utilized at BRANZ Denenchofu condominium.

Pre-existing trees were also utilized at the Tokyu
Harvest Club Atami Izusan & VIALA membership resort
hotel (scheduled to open in August 2013). Additionally,planning envisions that the location will be surrounded by aprotected green sphere taking up around one-third of thesite area.
At Asumigaoka Higashi in Chiba Prefecture, “underpass”
passage ways for wild animals were built during theresidential land development. The passage ways
constructed as underground tunnels were built to prevent
traffic accidents of wild animals crossing the road.

Floriculture at Ski Resorts

Honored with the “Nakano Midorino Koken Award”
In October 2012, the owner-occupied detached home community BRANZ GARDEN Kami Saginomiya was awarded
the “Nakano Midorino Koken Award, Corporate Greening
Award.” With this prize Tokyo’s Nakano Ward honors individuals and organizations who contribute to the beautificationand greening of their towns. In this instance, the prize lauded
the green link through the gardens from the Tochinoki Parkand the strong commitment displayed by the residents.
Sign marking the underpass

Biodiversity Conservation through theGreening of Buildings
Through the greening of buildings and their vicinity, theTLC Group seeks to create ecological corridors designed
to attract birds and insects having their habitats nearby.
As an example, at the BRANZ Shinonome condominium(completed in February 2012), symbolic trees have been

19 CSR Report 2012-2013

Ski resorts Mt. JEANS Nasu and Hunter Mountain Shiobara
in Tochigi Prefecture maintain and manage a wide rangeof flowering plants from the spring until the fall. Narcissus,
azalea, lily, and sunflower take turns blooming respectivelyin spring, early summer, mid-summer, and fall. Moreover,Tanbara Ski
Park in Gunma
Prefecture andthe Tangram Ski
Circus in Nagano
Prefecture are
growing lavenderblossoming inthe summer.

Temporary enclosure with greenery (BRANZ Yonbancho)

BRANZ GARDEN Kami Saginomiya

Environmental Risk Assessment Associated with Wood (as of March 2012)

Relatively high risk

Urban Green Shade

Narcissus Park at Mt. JEANS Nasu

TOPICS

Tokyu Homes Corporation proactively promotes fairwood procurement*1 with the “Lumber Procurement
Policy” established incorporating international
procurement standards.
Assessment of wood-related environmental risks is
implemented in cooperation with FoE Japan*2,
an international environmental NGO. Based on resultsof the assessment, continuous improvement activities
are conducted.

■Millcreek＊3

Green roof and solar power generation equipment at the BRANZ Shinonome

Moreover, the TLC Group provides greening also for the
temporary enclosures of condominium building construction
sites, using the “Earth Wall method” (a patented
construction method) of Ishikatsu Exterior, Inc. and withivy on highly water-preserving bog moss planted at the
ground, offeringgreenery for the
nearby community
to enjoy.

Timber Procurement with Consideration of
Global Environments and Local Communities

Cooperating in the Protection of the Dugong
Population and Coral Formation
The Palau Pacific Resort Hotel contributes and cooperates
across a wide range to preserve the environment of the
Republic of Palau which is registered as a World Heritage
site, through activities such as sponsoring surveys andeducational events for the protection of the dugong
population, providing nature observation guidance on the
hotel site, and lobbying for the designation of the private
beach in front of the hotel as a marine life conservation areaby ordinance of the State of Koror. Moreover, by keeping
the height ofbuildings belowthat of palm
trees, building
designs reflect
consideration forpreserving thenatural scenery.

BRANZ GARDEN Kami Saginomiya

Assessed risks per approx. 27m3 of wood per housing

High risk

1.6%

Plywood floor board, shelf board, etc.

0.8%

Kitchen, bathroom cabinet, etc.

Low risk
Relatively low risk
14.8%

82.8%

Sill plates,
wood windows,
molding, doors, etc.

Lumber,laminated lumber,
TJI, LSL, structural
plywood, etc.

*1 Fair wood trading refers to not only that trees are legally harvested,
but also that they are logged in an environmental conscious mannerand represents purchase of only socially-fair wood (no endangered
species, no illegal logging or trading, no adverse effect on ecosystem orindigenous people.)*2 Japan office of FoE (Friends of the Earth,) an international
environmental NGO*3 North American-style homes (custom built)

TOPICS
Widening of the Green Connection Project
In October 2011, the TLC Groupinitiated the Green Connection
Project as an environment
conservation activity to be
implemented with the cooperationof members of the public. Thus,
consistent with many different
areas of interaction between theGroup and members of the public,
the Group supports forest preservation activities and in this way
contributes to solving the five environmental issues formulatedby the TLC Group.
TLC Group Environmental Vision

Beneficial effects of forests

Five environmental issues
1) CO2 emissions reduction• CO2 absorption

2) P romoting biodiversity
conservation•B iodiversity
conservation3) C onservation of water
resources•W atershed
conservation

4) Resource saving• Timber production5) Health care

• S cenic views and relaxation

The Green Connection Project:
Points of interaction with customers• Purchase of condominiums• Use of office buildings• Use of resort facilities• Card members of commercial facilities• Moving into residential facilities for the elderly• Ownership of shares

Poster calling for the protection of the dugong

CSR Report 2012-201320

Efforts for Environmental Conservation

Efforts for Environmental Conservation

Promoting Biodiversity Conservation

Five Environmental Issues (3)Five Environmental Issues (4)The TLC Group makes efforts for conserving water resources by introducing diverse water-saving
equipment to save water in business activities in TLC’s office buildings, commercial facilities,
and resort facilities.

The TLC Group makes efforts to promote recycling and saving resources in business activities, as well as
longer life of housing and facilities, aiming to achieve a recycling society.

Conservation of Water Resourcesby the TLC Group

Usage of Rain Water and Ground Water

The TLC Group has been working to reduce tap water
consumption through the installation of water-saving
facilities and equipment and the use of rain water andground water.
● Tap Water Consumption Volume at the Main Facilities
of TLC

Efforts at using rain water are promoted along with watersaving. At the various residential properties and facilities,
rain water storage tanks have been introduced to procure
water for cleaning common spaces and for wateringgreen zones.
At the Grancreer Seijo senior residence, rain water isused for watering the roof garden.

(Unit: million m3)

2.00

1.37

1.38

1.28

1.00

0

2009

2010

Conservation of Water Resource throughWater-saving Facilities
The TLC Group has been promoting the introduction of
all kinds of water-saving implements at the residential
properties and facilities that the TLC Group markets andoperates. Implements include water-saving faucets, dishwasher-driers, and low-flow toilets. For newly designed
commercial-use buildings, low-flow toilets are used witha water consumption of not more than six liters.

Long-life Residencesand Use of Recycled Materials
Long-term Superior Housing Certifications were acquiredfor BRANZ Azabumamianacho condominium (completionprojected for October 2013) and BRANZ Yonbancho
condominium (completion projected for February 2014).
Active efforts to acquire the certification will be made also
for buildings planned in the future.
TLC’s condominiums have acquired the highest threestar rating for “measures against deterioration” in the
Housing Performance Indication System, in considerationof quality of concrete.
Recycled timber has been used also for the wooden
decks of BRANZ Shinonome condominium among othersteps to promote the effective use of resources.

Significant Reductions in Industrial Waste
from Renovations

2011 (Fiscal year)* Values reflect the combined totals for 67 office buildings, commercial
facilities, and resort facilities.

Resource Saving

Rain water is collected on the roof for watering the garden.

Self-water Purification at Resort Facilities“Palau Pacific Resort” has operated a hotel with drinking
water generated by its own private water supply facilities
since opening, and taken measures for saving water toprotect water resources in Republic of Palau.

The total housing recycling system “Kurashi Up GREEN”
of Tokyu Homes Corporation reduces industrial waste byaround 90% compared with reconstructing from scratch,by re-using good-condition components of the original
structure such as foundations and pillars. Moreover,facilities are not only replaced with new ones but at thesame time also structural reinforcement is provided asmeasure to enhance building life.
In addition, Tokyu Resort Corporation offers seismic
resistant assessments and guarantees with sales of its
REWORTH renovation for country cottages.

those guests who actually do need toiletry articles, in aneffort to reduce the volume of waste.

Provision of amenities at the reception (Tokyu Stay)

Using Recycled Bio Resources
TLC makes bamboo smoked chips in the company-owned
forest in Ichihara city, Chiba Prefecture, and uses thechips as materials for soil amendment of home garden
spaces at some detached homes sold in “BRANZ GARDEN
Asumigaoka Higashi.” We also use wood which was cut
during forest improvement activities for plant name tags
and woodchips. In “Asakura Golf Club,” logged wood is
made into chips and recycled in the facility by Ishikatsu
Exterior, Inc. At the same time, fallen leaves and lawns areturned into compost.

Compost and kitchen garden at BRANZ GARDEN Asumigaoka Higashi

Palau Pacific Resort

Other Initiatives
For Raising Employees’ Awarenessof Environmental Issues

Product Development with Consideration
to the Environment

Since FY2009, TLC encourages employees
to take the Certification Test forEnvironmental Specialists (Eco Test) hosted
by the Japan Chamber of Commerceand Industry as part of environmental
education for the employees. As of FY2011,
successful examinees exceeded one
hundred.

Tokyu Hands, Inc. offers carefully selected products toeffectively use limited resources
taking into account the environment
as a series of “Ecology in Your
Hands.” Out of the proceeds fromsales of recommended items, one
percent is donated to NPO Solarbear
Foundation which engages in
activities to prevent global warming.

21 CSR Report 2012-2013

Resource Saving and Recycling at Facilities
Operated by the GroupThe TLC Group promotes thorough separate collection
and recycling of wastes. In relation to office buildings
and commercial facilities, appropriate disposal has been
implemented in relation to waste materials at construction,
provide education to management companies, and call forcooperation of tenants.
Tokyu Resort Service Corporation is promoting recyclingof waste oil from restaurants in hotels, golf courses, andski resort facilities managed by Tokyu Resort Service, andswitching from disposal chopsticks to ordinary ones.
Moreover, at the Tokyu Stay boarding hotels operatedby Tokyu Relocation Co., Ltd., in Tokyo, amenities such as
tooth brushes, etc., are provided only at the reception forSize Reduction for Newsletter and Guidebook
The community newsletter and guidebook for membersof the WELBOX welfare menu service provided to clientsof Ewel, Inc. have been reduced in size so as to lower the
consumption
volume of paper
resources.

Left: original size; right: reduced size

CSR Report 2012-2013

22

Efforts for Environmental Conservation

Efforts for Environmental Conservation

Conservation of Water Resources

Management Structure

Health Care

Robust and Transparent Management Structure

Considering that environmental conservation would lead to physical health, the TLC Group offers
health-conscious facilities and services.

As a member of group in pursuit of creating beautiful living environment, the TLC Group aims toestablish a structure that ensures robust and transparent management, in order to perform our social
responsibilities and enhance corporate value.

Appropriate Handling of Toxic Chemicals
and Waste
At the TLC Group’s office properties, resort andcommercial facilities, we are committed to a reduction of
toxic chemicals that have an impact on the environment,
and handle these substances in accordance with theapplicable laws and regulations. CFC (chlorofluorocarbon,)which is used as air-conditioner coolant and PCBs,
for condensers, are properly managed or discarded inaccordance with the required procedures without leaks
or discharges in accordance with the corresponding
regulations. Control measures and procedures in relation
to asbestos and contaminated soil are implemented whenrequired in light of the site investigation results.

Residential Creations that Offer
Environments for Healthy Living
The Japanese Building Standards Act has introduced a ban
on two chemical substances, and the Ministry of Health,Labour and Welfare (MHLW) has issued guidelines for air
concentration levels for 13 chemicals in response to thesick house syndrome.
TLC’s condominiums and detached housings employ
construction materials with the highest rating of F4-stars
in JIS/JAS evaluation system, and acquired the highest
three-star rating for the category of formaldehydecountermeasures in the Housing Performance Indication
System. TLC also pays great attention to emission of otherchemicals and is committed to providing healthier homes.
In total air conditioning system of “Millcreek,” animported housing of Tokyu Homes Corporation, it ispossible to keep the entire house at constant temperature,and to keep the interior environment comfortable througha whole year by taking in fresh air free from pollen dust,
moisture, and odor.

Industry and Academia in Joint Research of
the Sick House Syndrome

Corporate GovernanceAt the award ceremony

Facilities and Services for Health
Maintenance and Furtherance
The facilities of the TLC Group emphasize healthmaintenance and health promotion through the use ofgreenery. A number of residential facilities for the elderly
offer gardening therapy, enabling residents to improvetheir health through tending to flowers and vegetables
and by using the harvested vegetables for food, and in thisway increase the communication among residents.

Corporate Governance System
TLC has implemented an executive officer system
to separate the functions for decision-making andsupervision on management policies, from thoserelated to the execution of duties on business affairs tothereby strengthen corporate governance and increase
management efficiency. In addition, from the standpointof strengthening consolidated management of the TLCGroup, the presidents of the major group companies
attend the Group Management Committee.
The Board of Directors functions as the highest decision
making body and is responsible for management policies
and ensuring execution of duties by the directors. Board
meetings are held on a monthly basis, and extraordinary
board meetings are held as necessary. For FY2011, a totalof 14 board meetings were held. The role of the statutory
auditors is to attend important meetings and correctly
assess the corporate status, and effectively supervise
TLC and the group companies’ operations and directors’
execution of duties. Transparency in the management by
appointing three external auditors in the four members
Board of Statutory Auditors.
Internal Control Systems Framework
At TLC, compliance management is ensured as a resultof the determination by the Board of Directors ofresolutions to enforce fair business practice across the
TLC Group while advancing internal control framework,and validating progress on a regular basis. TLC has alsoestablished the Internal Audit Department in order toguarantee independency and fair practice of the internal
control system. The Internal Audit Department conducts
internal auditing of overall business practices of TLC andits subsidiaries, and objectively and justly examines andvalidates the legality and appropriateness of management/
operation systems and business conditions, and initiates
improvement in business practices.

Compliance
The TLC Group has a compliance system in place thatconsists of committees such as the “TLC Group CSR
Promotion Committee,” and endeavors to ensurecompliance management in accordance with the “TLC
Group Code of Conduct.” To supplement the Code, wehave implemented the “TLC Group Compliance Manual,”
which outlines each item in the Code of Conduct more
specifically, as a tool for our employees to put complianceinto practice. Furthermore, we hold compliance trainings
periodically to familiarize employees with complianceissues in order to establish a culture of compliance within
the Group.

Gardening therapy● Corporate Governance System

Since April 2012, Ewel, Inc. provides the health support
tool “WELBOX Master of Health” under the WELBOX
Welfare Menu Service for corporate customers. In addition
to record-keeping and tracking functions for the numberof steps users walk each day, for limited periods of timeusers are also offered health improvement events. For the
future, plans are considered to share and use the healthsupport services provided by Ewel, Inc.

General Meeting of Shareholders
Appoint/Dismiss

Appoint/Dismiss

Appoint/Dismiss
ReportReportAccounting Auditors

Board of Directors

Hearing, etc

Board of
Statutory Auditors

Audit

Support

Audit

Office of Statutory Auditors

Tokyu Homes Corporation was awarded a letter ofappreciation from Chiba University in recognition of five
years of cooperation in the “Chemiless Town Project”
conducted between industry and academia in order to
identify the causes and remedies of the sickhouse syndrome. The project included a diversity of
empirical research surrounding the use of German-madeecological construction materials that include an absolute
minimum of toxic chemicals and construction materials
employing leading edge technology to actively reduce
toxic chemicals such as photocatalysts.

23 CSR Report 2012-2013

President and CEOGroup Management Committee

Management Committee

Affiliated Companies Accounting Committee
Group Policy Coordination Committee“WELBOX Master of Health” and Walking Rally Events

Instructions/Discussions and report on important cases

Group Companies
Internal audit

Internal Audit Department

Internal audit

Each Business Unit

CSR Report 2012-2013

24

Management Structure

Efforts for Environmental Conservation

Five Environmental Issues (5)Management Structure

estate” and internal seminars concerning “Financial
Product Trading Business Manual” are held on a regularbasis in order to familiarize employees with relevant laws
and regulations, etc.
Policy for Anti-social Forces
The “TLC Group Code of Conduct” clarifies the principleof no association with anti-social forces. It is stipulated
in the Code of Conduct that we shall construct close
connection with police, attorneys and other external
institutions within the context of our day-to-day businessactivities, and stand firm against any demands fromanti-social forces. TLC also released “Guidelines for Antisocial Forces” and “Anti-social Forces Policy Manual” toprescribe actual preventive and handling procedures ofanti-social forces and disseminating the guidelines andmanual through compliance trainings for employees.

TLC Group Code of Conduct
1. Compliance with Law and Regulation and Fair Trading- Ensure compliance to applicable laws and regulations.
- Ensure best practice in material procurement and fair trade.
- Ensure compliance with fiduciary responsibility in theexecution of duties.
- Never connect with anti-social forces.

Risk Management System
Day-to-Day Risk Management
Upon risk identification and assessment, the TLC Group has
established a PDCA (plan, do, check, act) cycle as the risk
management system. Critical risks that are project specific
to TLC are to be discussed at “Management meetings”
and then comprehensive risk management is carried out
accordingly. Furthermore, TLC promotes risk management
activities across the TLC Group through “TLC Group CSR
Promotion Committee.”
Crisis Management in the Event of a Disaster
TLC will respond to a disaster or other situation associatedwith a risk or occurrence of urgent and critical loss inaccordance with the “Emergency Response Provisions,”
shall distribute all necessary information, make decisions in
an appropriate manner, and take measures tominimize damage.
Moreover, TLC formulated “Emergency Response Basic
Manual” stipulating code of behavior in an emergency, andindividual manuals for large scale earthquakes and otherdiverse crises and hold response training according
to it. TLC also developed business continuity plans (BCP)
for a head office and individual businesses to avoid
business interruption.

2. Ensuring Customer-oriented Awareness- Identify customer needs and develop product to meettheir needs.
- Prompt and dedicated response to customers’ comments
and requests.
- Customers’ safety and security comes first when providing
products and services.
- Provide a suitable and appropriate explanationand marketing of our products and services.

Compliance training

Helpline for Reporting Breach of Laws andImproper Actions
The TLC Group has a “Compliance Helpline”(whistleblowing compliance hotline) in place as amechanism to prevent and remediate any violation of law
or fraud. The external helpline is also available for
employees to consult with independent attorneys oncompliance issues.
Compliance with the Financial Product Trading BusinessIn accordance with the enforcement of Financial
Instruments and Exchange Act, TLC is registered as a
Type II Financial Instruments Business and an Investment
Advisory and Agency Business. We are endeavoring
to upgrade our business structure by strengthening
the organization and establishing necessary company
regulations. Furthermore, we are also working to build ourinternal management and control system and its validation
system based on the PDCA management cycle to enhancecompliance with law and regulation.
Furthermore, “basic training for securitization of real

25 CSR Report 2012-2013

3. Suitable Execution of Duties- Responsible execution of duties, keeping concepts of“speed” and “evolution” in mind.
- Nurture organization culture of placing emphasis on“Collective wisdom.”- Take advantage of combined strength of the corporate group.
- Ensure proper decision making process.
- Proper management of rules.
- Proper negotiations with business associates.
4. Proper Management of Information- Operate appropriate document and information
management system.
- Proper management of confidential information andcompliance with confidentiality obligation.
- Prohibit insider trading.
- Timely and appropriate information disclosureand PR activities.
- Internal control to ensure proper accounting andfinancial reporting.
5. Ensuring Good Faith in Business Conduct- Preserve corporate assets.
- Ensure a robust, safe, and comfortable working environment.
- Respect human rights.
- Contribution to society and consideration of the environment.
- Reasonable business entertaining and gift-giving.
- Clear distinction between business and personal matters.

regulations. To disseminate the rules and raise awarenessof personal information protection, TLC has distributed a“Personal Information Protection Manual” and conducts
training on related matters. In addition, TLC pays close
attention to choosing business and outsourcing partners,
and promotes appropriate supervision in order to ensure
information protection. Tokyu Community Corporation,
Tokyu Livable, Inc., Tokyu Relocation Co., Ltd., andEwel, Inc. have obtained a Privacy Mark that guarantees
personal information to be safely managed and protected.
Prohibition of Insider Trading
In order to prevent insider trading that clearly is in breachof the Financial Instruments and Exchange Act, TLC
established “Provision of Insider Trading Prohibition”
to thereby raise awareness of the provisions throughcompliance trainings and e-learning programs.
IR Activities
TLC is committed to providing information to shareholders
and investors in a fair, accurate and timely manner.
With respect to disclosure, TLC ensures strict compliancewith applicable laws and regulations. We also disclose
information on management strategies and our financial
position to extensively promote understanding of ourbusiness activities.
We are pleased to note that TLC earned Internet IR
Excellent Company Award 2011 from Daiwa Investor
Relations (Daiwa Securities Group), won first place in“FY2011 Listed Company Web Site Quality Ranking by
Nikko Investor Relations, and won the Bronze prize in IR
Site Total Ranking 2012” by Gomez Consulting.

Daiwa Investor Relations (Daiwa Securities Group)“Internet IR Excellent Company Award 2011”
Earthquake response training

Information Management and Disclosure
Information Management System
With the objective of appropriately managing theinformation required for our business operations, TLC
has constituted “Information Management Provisions”
to stipulate information sharing to increase efficiency ofbusiness operations, to prevent breach of confidence,and ensure adequate information disclosure. On theother hand electronic information shall be handled on thebase of “Electronic Information Security Rules” that are tobe observed by directors and employees regarding
information usage monitoring by information managers,
information terminal use, and other electronic information
related matters.

Nikko Investor Relations“FY2011 Listed Company Web
Site Quality Ranking” First Place

Listed Company Industry Category
Site Quality Ranking
Nikko Investor Relations webpage:
http://www.nikkoir.co.jp/

Gomez Consulting,
IR Site Ranking 2012
Total Ranking Bronze prize
Real Estate Ranking Bronze prize

Protection of Personal Information
TLC has issued “Personal Information Protection Rules”
to require all employees to observe relevant laws andCSR Report 2012-2013

26

Management Structure

Initiatives to Raise Awareness-raising Measures
TLC formulates “Compliance Program” in each fiscal year toplan compliance activities for that year. To ensure awarenessof compliance and appropriate business practices,
TLC conducts rank-specific trainings periodically for all
executives, employees, contract workers, and temporary
staff. For FY2011, a total of 33 such training courses were
initiated, on the topic of compliance, legal matters, andfinancial instruments and exchange business.
Also, widening the scope, training has been introduced
also for executives and employees of the TLC Groupand steps are taken to increase awareness. Topics ofinternal seminars held in FY2011 included insider trading
regulations, Organized Crime Exclusion Ordinances,and labor administration, among others. A compliancee-learning program for employees is continuing.
Moreover, examples of compliance incidents from othercompanies are posted each month and brought to theattention of employees together with cautionary warnings.
Other measures to strengthen legal compliance include
the implementation of internal regular legal conferences,adoption of in-house lawyers, and the creation ofenvironments to enable employees to check for
information on new legislation and revisions of laws
concerning operations.

Improving Customer Satisfaction

Communication with Customers
Drawing upon diverse expertise across the Group gained through various services we have developed
over the years, the TLC Group strives to further improve our products and services, and maximize
customer satisfaction.

customer satisfaction through the quick delivery of timely
information that cannot be communicated through thequarterly newsletter.

Measures to Improve Customer Satisfaction
by Emphasizing Communication
To ensure that the entire TLC Group acts together toprovide services that find full customer satisfaction, in2009 the Service-way Forum for the enhancement ofservice offering was initiated, which is comprised of fivecompanies* whose interaction with customers in relation
to Group operations is particularly frequent. By mutually
sharing their expertise and information, the participatingcompanies aggregate their resources in their daily efforts
to identify opportunities for bonding with and serving
customers.

In October 2012, Tokyu Livable, Inc. started its website“Online Real Estate Consultation Service” for consultations
on real estate. The purpose of the site is to facilitatecommunication across the real estate industry at large
through the release of industry know-how geared at
individual and corporate customers as well as members of
the real estate industry. In addition to consultations throughthe site, previous consultation cases are published.

“Rie Yasumi’s Senryu Seminar” event withcustomer participation“Thumbs Up! Staff chosen by customers”

Communication with Tenants
Voluntary Training Using Video Teaching Materials
Service-way Forum participant companies have preparedvideo educational materials for voluntary self-study
displaying mannerisms, postures, and attitudes that,
although undesirable, are prone to happen despite
one’s better knowledge. Adding improvement upon
improvement, through mutual objective learning andobservation, participants will be able to make customers
feel comfortable and to enjoy the facilities.

Based on the concept of a “newsletter and information site
linking towns, office buildings, and people working there,”
TLC has been publishing the freebie newspaper “Officeto” and operates the special website “Office to CLUB” fortenants of the office spaces operated by TLC.
Launching this service sprang from the desire to bring
additional comfort and convenience to tenants’ office life.

Online Real Estate Consultation Service

VOICE
Video training material for postures at the reception

Poster introducing activities“Hint Market”

Strengthening Relations with Customers
The “Office to” free newspaper for office workers

Aiming to Achieve Two-way Communication
with Customers
In the service industry, the first step to successful customer
communication is memorizing customers’ names andfaces. No effort is being spared in doing just that, butsince communication is originally a two-way process, as a
new additional measure, programs have been rolled out
to have customers memorize the names and faces of thestaff members serving them.
For example, the resort hotel Tokyu Harvest Club lets
customers cast votes under the heading “Thumbs Up!
Staff chosen by customers” to make an opportunity forcustomers to remember the faces and names of staff
members. At Tokyu Sports Oasis, Inc., under the themeof “Smile Oasis Staff General Election,” customers votefor the staff member they think best express the desire to
make customers happy by providing service with a smile.

27 CSR Report 2012-2013

The TLC Group issues four times each year its Group
newsletter “Cosmos” to about 130,000 customers who
have signed up as subscribers, with a view to continue
providing customers with suggestions for a congenial andcomfortable lifestyle after the purchase of a productor service.
“Cosmos” was first published in 1969 and has beenbrought to customers for about 40 years. Incidentally, theautumn issue of 2012 commemorated the 200th issue since
the publication was established. On this occasion, pages
were given a complete makeover. In order to continue
to attract the interest of our customers, we will commit
to bringing news that relate closely to customers’ lives,
strengthening two-way communication with customers,
and welcoming customers’ opinions to bring all ofthese to bear on future service enhancements andproduct development.
Moreover, together with the renewal of “Cosmos,”a new appearance was given also to the “Cosmos WEB”
special website, which serves for the introduction of special
bonus offerings. This site is meant to further enhance

Along with merchandise, Tokyu Hands, Inc. offers also
“hints” for making life more comfortable and convenient.
Customers do not visit us only to buy things. Prior tobuying, they look for comfort, pleasure, stimulation, andhappiness. We believe that our “hints” are the link between
the things that customers buy and what comes after that.
A good hint from a staff member can inspire in a customer
every emotion from happiness to elevation and confidence.
This is why we look to be a “Hint Market” capable of offering
good “hints” at all times.
For achieving this, communication with the customer is
indispensable. When we hear what customers have to say, we
can offer tailor-made hints. In this way, we too receive hints
from customers for the future shape of Tokyu Hands. It is thiskind of happy relationship with our customers what we are
seeking to grow.

Special site “Office to CLUB”

Ichiro Kokubu
Branding Section, Corporate
Planning Division
Tokyu Hands, Inc.

CSR Report 2012-2013

28

Improving Customer Satisfaction

Improving Customer Satisfaction* Tokyu Resort Service Corporation, Tokyu Sports Oasis, Inc.,
Tokyu Stay Service Co., Ltd, Tokyu E-Life Design, Inc.,
Tokyu Land SC Management Corporation

The TLC Group’s newsletter “Cosmos”

New Site for Consultations on Real EstateEmployment and Labor Practices

Aiming at Creating a Workplace where
People Feel Job Satisfaction
The TLC Group considers it important to create a working environment where employees can work withvigor and motivation in order to improve services to customers and improve our corporate value.
Therefore, we have established various systems and structures to enable individual employees to makethe maximum use of their personal characteristics and abilities, aiming at creating a workplace where
employees can work with pride.

In-house Training Programs

Personnel Rotation Program

At TLC, employees are not regarded as “human resources,”but rather, as “human asset,” exerting direct influence
on corporate value and profit. TLC’s employee training
program consists of four stages, with a five-year intervalfrom the time they join the company. Each stage has goals
to be achieved through a stage-specific training curriculum.
The program is intended to enable employees to create
new values and improve their skills as “value producers.”
In addition to existing programs, TLC actively develops
personal development programs to help each employee
learn and acquire certifications for his/her chosen
career path.
Specifically, there is training in the 5th and 10th yearof a career, as well as technical career training with aview to the next career level such as assessment training
for management positions, but also training for specificfields such as accounting training, training in logicalcommunication, and lectures on legal affairs.
Furthermore, due to the attention placed on
development of foreign business activities, TLC provides
education of foreign languages (English/Chinese) forinterested employees.

Year countYear 1 to 9
from joining
TLC

Year 10 to 15

Year 16 and overStage

Employee rankManager rank

Executive rank

Upskilling
Programs(input)- Marketing- Finance- Logicalcommunication- Accounting- Career building- Law lectures- Financelectures- Information
gathering- Information
analyzing- Risk assessment- Hypothesis
formation andverification- Assessment- Strategy
formulation- Business creation- Business
management
skillsWide-ranging
experience

Operation skill
and specialization
enhancement

Management
and business
management skill
enhancement

PerformanceGoal(output)

29 CSR Report 2012-2013- A ssessment
training

Internship Programs
to Support Future Employees
TLC offers two internship programs for next generation
to learn first-hand what it means to work in the society,and rewards and challenges of working in the real estatebusiness. One program is called “Internship” and gives
actual working experience with our employees, while
the other, “one-day Internship,” consists of visits to TLC’s
projects and group workshops to discover advantages of
the real estate industry. “I could more understand the realestate industry,” and “I could imagine myself working,”
participating students said every year, highly appreciating
the internship system which contributes to cultivating aview of career for the next generation.

From the Human Resources Development Manager
In addition to the standard training programs structured
according to years of service and job level, TLC maintains also
a diversity of programs for human resource development.
Examples are cost support and awards programs for theacquisition of public certified qualifications, outsourcing/
cross-industrial training programs to help with the creationof wide-ranging human networks and the acquisition ofmultilateral perspectives through exchanges with personnel
from other companies across industry and sector boundaries,
and correspondence course system to support employees’
independent learning.
Moreover, the FA system has been established to enable
employees to apply for a transfer to the department they
desire after having worked for a certain number of years inthe same job category or department.

Yurika Numataki
Personnel Department,
General Administration Division

Ensuring Employment Diversity
In order to promote employment diversity, TLC proactively
employs people with disabilities, and improves andenhances their work environment. As a result, theemployment rate of people with disabilities was about
2.1% as of the end of March 2012, largely exceeding thestatutory employment rate at 1.8%. The re-employment
system for retired persons has been introduced with aneye to productive employment for both employees andthe company (job matching.) With this system responding
to diversification of life plans after retirement which has
been recognized as an issue of the aging society, a lot of
employees who retired once are actively working, using
skills that they have developed so far.

Respect for Human Rights
The “TLC Group Code of Conduct” includes an item
“Respect human rights” which calls for employees tobehave in a manner respectful of human rights. The
Group respects basic human rights in accordance with the“Universal Declaration of Human Rights” adopted by theUnited Nations, and the legislation of Japan and of foreigncountries where the Group maintains operations, take steps
to prevent discriminating conduct, sexual harassment, andpower harassment, etc., and for new hires implements a
training program themed “Issues Surrounding Corporationand Human Rights” in order to promote appreciation for
issues surrounding human rights. Moreover, the TLC Group
works to create a corporate culture conducive to respect forthe diversity of individuals’ values, individuality, and privacy.

New Business Venture Proposal System
Since 2004, the TLC Group has implemented a new
business venture proposal system, “Demand Innovation,”with an eye to discovering a new source of profit for the
next generation. Since FY2011, the Marketing Strategy
Department of Business Innovation Division which was
newly established for creating new business models hasenhanced the system by supporting commercialization ofsuggested businesses as a specialized department, andinvited ideas of new businesses from the TLCGroup employees.
The TLC Group has the DNA to constantly challenge
new businesses even in social transit periods, for example,
in past days, establishing Tokyu Hands, Inc., and taking
a leading role inintroduction of
installment selling ofreal estate in theindustry. With
such a corporate
culture, aiming tocommercialize new
businesses, the TLCGroup widely invites
ideas which may breaka social deadlock,free from industrial
stereotypes from the
TLC Group employees.
The poster to invite ideas

Support System
for Childcare and Nursing Care
The TLC Group has implemented a number of measures toprovide our employees with diverse working style options.
In 2012, TLC changed its childcare support regulations.
Specifically, the regulations for reduced work time forchildcare were made available for the employees withchildren up to the third grade of elementary school, andsuch other improvements for better reconciling childcare
and work. Additionally, the 4-day work week was
introduced for nursing care support.
Also at the Group companies, for example, Tokyu
Hands, Inc. provides an exemption from overtime
for employees with children up to the third grade
at elementary school. It also has a system in which
employees with a family member requiring nursing careare exempted from overtime work and can choose theirown working hours. Tokyu Sports Oasis, Inc., on the other
hand, implements flexible human resource management,
including extended maternity leave (small children up to
three-years old,) “Short Work-Hour upon Returning toWork Program” (work three hours less, for six months
after returning to work,) and “Childcare Employees
System” (employees with children in elementary school
can choose their own working hours.)

CSR Report 2012-201330

Employment and Labor Practices

Employment and Labor Practices● Training Program Overview

TLC systematically rotates young employees who
have been with the company for ten years or less forthe purpose of fostering personnel to take charge ofmanagement positions with a broad understanding ofcorporate business. TLC carries out the personnel rotation
program, taking into account employees’ own wishes andaptitudes based on annual interview on personnel affairs.
Those employees, in principle, would experience threekinds of duties at three divisions during the period of ten
years after entering the company. With this program, it
is possible for the company to determine an employee’s
aptitude at an early stage, and for employees to conductbusiness activities from the company-wide viewpoint, in
addition to their own division’s viewpoint.

VOICECertified for Next Generation
Accreditation Mark “KURUMIN”
In May 2010, TLC earned certification for employers that
support development of next generation from Tokyo
Labour Bureau. TLC executed an action plan to improve
work-life balance, for instance, by establishing andenhancing new systems and workplace understanding tocreate better atmosphere for work-life balance, promoting
paternity leaves, establishing system to allow employees
to leave on expired annual holidays to be with the partner
for the delivery or for nursing leave, and promoting taking
paid annual holidays. Among Group companies, Ewel, Inc.,
Tokyu Community Corporation, and Tokyu Hands, Inc.,and Tokyu Sports Oasis, Inc. have already acquired
the certification.

KURUMIN (next generation accreditation mark)VOICE

I have made full use of childcare support regulations,which provide maternity leave and childcare leave for twice
and regulations for reduced work time for childcare after
returning to work.
Regulations to support working mothers are upgraded year
after year, for instance, the extension of the usage period
for the system for reduced work time for childcare and theability to use accumulated annual holidays for sick care.
Thanks to this support, in recent years I can see that many
more employees are balancing work and childcare, which hasbrought about an appreciable increase in understanding in
the workplace.
I try to deliver high performance at work while my time islimited and not to take any work place stress back home but
to cherish the time with my family and live each day with agood balance between work and childcare.

For employees who participate in volunteer activities
for recovery support after the Great East Japan
Earthquake, TLC has established a “Volunteer Leave
System.” In addition to up to five days of paid leave per
year, participants are eligible to receive subsidies in acertain amount from the Company for the cost of theirvolunteer activities. Moreover, regulations have been
established that allow participants in welfare activities
and environment conservation activities to use for suchparticipation, a certain number of accumulated but expired
annual holidays.

Work-Life Design
TLC believes that employees generate respective multipliereffects by independently “designing” and thereby
enhancing the shape of their work lives and personal lives.
The Company therefore works to implement a concept
of “work-life design” aimed at creating a relationship ofmutual benefits between the Company and employees. To
this end, the Company takes a range of measures such as
programs designed not only for physical rest but also formaking time for new activities and personal growth andprograms to support diversity in work modes. For example,
the Company has made Wednesday a “No Overtime Day”
and has established a “commitment leave” system for
employees to commit themselves to schedule at the startof each year at least seven days of paid leave that they willtake during the year.

Revitalization & Communication
Workshop
TLC holds “Revitalization & Communication Workshop”
with the aim of allowing for exchange among employees
and reducing stress. The purpose of this workshop is
to figure out ways to work and live free from stressthrough various experiences with guest lecturers. For
example, practice exercises that can be done without
assistance such as stress endurance checks and laughter
yoga (laughter exercises) for stress resolution, tapping foremotional relaxation and building concentration, effective
complimenting (praise that reaches others) to facilitatecommunication, and other useful programs for actual
business and life enjoy popularity among a lotof participants.

Medical Checkup and Mental Healthcare
TLC provides periodic health examinations for all
employees each year in spring, and also in the autumn for
those who prefer a second exam and for employees withovertime in excess of internal standards.
For mental healthcare, TLC implements employee
mental support program (EAP) arranged by a specialized
external institution. The mental support program is alsoavailable for families of employees to consult with thespecialist about any problems including non-work related
problems such as childcare and nursing. Furthermore, themental healthcare program offers self-checklist every year
for employees to recognize their own stress levels.

Group companies and the provision of a one-stop service
program conceived from the angle of offering value forcustomers at all times.
Based on the concept that close relations andinteraction among employees are the source of increased
value creation provided to customers, it is the aim of thisproject - through a range of measures and occasions
whose purpose is to come to know and connect withpeople, meet and learn from people, and motivate people,
etc. - to create a spontaneous cycle that serves thecooperation in the Group.

The image character
KusanoneUser instruction card for mental healthcare consultation service

Enhancement of Working Environments“Kusanone Web” Special Site

As part of the Company’s welfare program, at the
TLC head office, employees can take the “Office
Massage” available once a week administered by visiting
chiropractors. The offer has been praised by users for its
relaxing and refreshing effects, for example, after working
long hours at the PC.
Moreover, at Ewel, Inc., some areas for work breaks
and for holding meetings have been equipped with tatami
flooring to create spaces that promote relaxation. Using
this kind of surroundings invigorates the communication
among employees, supports creative thinking at meetings,
and serves to raise productivity.

PR board installedat all Group
companies

Knowledge Forum (in-house seminars)
TLC holds in-house seminars called “Knowledge Forum”
for executives and employees of the TLC Groups. With
the aim of advancing reform of organizational culture,knowledge interaction with other leading companies, andof promoting learning and motivation, we invite leading
figures in many different industries to speak at
our Forums.
In FY2011, five presenters were invited to give lectures,among them Hirofumi Gomi, former Commissioner of
the Financial Services Agency and current Chairmanof PricewaterhouseCoopers Research Institute (Japan)
Co., Ltd., who gave a lecture entitled “Lessons from the
Financial Crisis -Regulation by the Authorities and Self
Discipline-,” and Isamu Tatsuno, President and CEO of
MontBell Co., Ltd., who gave a lecture entitled “Dreams
and Adventures -Playing in the Nature-.” Since FY2004,
the Knowledge Forum has been held 32 times in total asof September 2012.

Tatami resting/meeting room at Ewel, Inc.

Yuga Nakajima

Kusanone Project

BRANZ Planning Department,
Residential Business Division“Kusanone Project” is the name of an initiative to increase
communication in a bottom-up configuration involving
around 16,000 employees of the TLC Group. Activities
incorporate a diversity of inputs from employees, many ofthem calling for better lateral integration and improved
communication. This shared perception led to the initiationof activities aimed at closer interaction of employees and

The Knowledge Forum

Workshop

31 CSR Report 2012-2013

CSR Report 2012-2013

32

Employment and Labor Practices

Employment and Labor Practices

Using the Support System for Childcare

Volunteer Support

Efforts for Social Contribution through Business

Ensuring Safety and Security
Contribution to Local Community
The TLC Group contributes to local communities by maintaining and enhancing the “safety and security”
provided by its products and services and through helping to build communities.

Achieving High Quality
Condominiums and detached housings
Planning and developing condominiums and detachedhousings, TLC conduct strict quality checks such as ensuring
the drawing and patrolling inspection at each stage ofresidential project from schematic design, construction, toafter-sales service in order to maintain high quality, safety,
installation of disaster and crime prevention equipment, andcomfort of our products and services.
Based on the “planning checklist” which is acompilation of the know-how and experiences of productdevelopment and management over the years, we
carefully verify the performance characteristics of ourbuildings’ structures, appliances and specifications during
schematic planning and construction planning phases.
For crime prevention, we outline the fundamental idea
in our “security guideline.” For example, in the case of
condominiums of the BRANZ Series condominium, theway from the building entrance to each condominium isdivided into three zones that are respectively protected
through three kinds of security devices such as auto-locks
and interphones equipped with surveillance camera andTV monitor.
● Outline of the Triple Security Application
Efforts for Social Contribution through Business

Auto-lock release after clearance by the resident
Communal
interphonewith camera

Communal
interphonewith camera

Interphone
cordlesshandsetInterphonebase unit
with TV
monitorVisitor call

VisitorVisitorVisitorWindbreak room

Entrance hall

Front door

Resident
Room

Office buildings and commercial facilities
Our goal for TLC office buildings is assuring a safe
working environment. We therefore take greatest carein undertaking routine safety measures and, based on
our “Office Building Planning Guidelines” and “Universal
Design Guidelines,” improve our approach day to day.
Any accident that occurs is recorded in a database, andis managed by the Facility Management Information
Network for inter-departmental sharing in order toinvestigate the causes and preventive measures.
This is one of the self-imposed requirements, among

33 CSR Report 2012-2013

TLC’s condominiums distribute “DIY Guidebook for
Seismic Countermeasures” in which countermeasuresagainst earthquakes are explained, for example, how toprevent furniture from falling, as well as “Condominium
Life Handbook” in which basic knowledge ofcondominium management and measures for crime anddisaster prevention are described. In “BRANZ Support”
Program (see P. 13-14,) seminars on crime/disasterprevention, fire drills, and other events are conductedat Tokyu Community’s Technology Center (excluding
some condominiums.)
Tokyu Community Corporation, on the other hand,offers seminars and useful ideas regarding disasterprevention instruments and proper building maintenancemethods to condominium association board members.
It also put together “Disaster Control Guide” for eachcondominium association for their disaster preparedness.

* The seismic resistance standard for Type II Government and Other Public
Office Facilities: The structure should be designed and constructed towithstand severe shakes without serious damage that require major
repair work. Specific measures have to be implemented for safety of lifeand structural functions.

Resort facilities
Tokyu Resort Corporation implements building inspections
and seismic resistant assessments at the time of selling
used detached homes which the company purchased, andif needed, reinforces their structure. Finally, properties
guaranteed by outside inspection institution will be put on
the market.

Stockpile in Preparation for Disasters
Having taken various actions in preparation for disasters,such as a stockpile of food and setting up of emergency
toilets, individual facilities of the TLC Group further
enhanced stockpile and other disaster contingency
planning in the wake of the occurrence of the Great East
Japan Earthquake.
Condominiums of BRANZ Series have reserve storages
for stockpile in place according to the number of resident
households, and defined the criteria of storage area andstockpile. (Excluding some condominiums)

Distributing information through handbooks.

Condominium management
Tokyu Community Corporation implements seminars
for management associations in effort to improve
condominium management techniques, aiming at
provision of condominiums which can satisfy customers.

Reserve storage of “BRANZ City Konandai Uguisu no mori”

TOPICS

One-year Guarantee for Transactionsin Pre-owned Residences
In October 2012, Tokyu Livable, Inc. started offering its“Livable Intermediary Guarantee Service,” a one-year
guarantee associated with the sale or purchase of an
existing residence. An existing residence which structure
has been inspected and its safety verified is protectedwith a one-year guarantee beginning with the date of thehandover to the buyer.
The seller, on the other hand, obtains the advantage ofan effective release from the statutory liability for defectsof the building and can go ahead with offering a building
eligible as a “Livable Guaranteeable Housing.” Buyers also
can get to know the inspection
result before they decide to purchaseand obtain a one-year insurance thatis valid for longer than the statutory
liability for defects, which normallycovers only the first three months
after the hand-over.

concluded also with Tokyo’s Setagaya Ward, which
provides for the registration of the residential facilities
for the elderly, Grancreer Seijo and Grancreer Bajikouen
as secondary evacuation shelters (welfare evacuation
shelters), marking the first such occasion involving a
private sector enterprise. Also in Tokyo’s Shibuya Ward,
where TLC has multiple offices, the Group participates in
the Shibuya Ward Area Council for People with Difficulty
Getting Home and is involved in the formulating ofdisaster response regulations.

Tokyu Stay Ikebukuro and Tokyu Stay Kamata
Designated as Excellent Certified Fire Prevention
Disaster response training (Tokyu Relocation Co., Ltd.)Strengthened Defenses against Disaster throughthe Cooperation with Local Governments
TLC has been working in cooperation with local
governments to strengthen defenses against natural
disaster. For the South Gate Tower Kawaguchi (Kawaguchi
City, Saitama Prefecture) scheduled for completionin January 2014, “Agreement on accepting people
with difficulty getting home” was concluded with the
Kawaguchi City government for the first time. The
agreement provides for the installation of a disaster relief
stockpile warehouse and the available use of temporary
manhole toilets, bench seats which can turn into cooking
stoves, and other equipment in case of an emergency.
A mutual aid agreement in case of disaster was

Property Offices
In January 2012, the Tokyu Stay Ikebukuro and Tokyu Stay
Kamata were designated excellent certified fire prevention
property offices, bringing the number of Tokyu Stay
establishments bearing this designation to 14 out of 15. Strict
requirements must be met
in order to qualify for thisdesignation, which is held
only by few operators ofbusiness hotel chains.
Additionally, fire
prevention and evacuation
drills are exercised eachmonth at Tokyu Stay.
Operations and othermeasures are promoted tocreate environments thatprovide guests with security
and comfort.
Tokyu Stay Kamata

CSR Report 2012-2013

34

Efforts for Social Contribution through Business

Visitor callother cutting-edge structural designs, to make TLC’s
new office buildings with over 3,000 tsubo (9,917m2)
floor space, to meet the equivalent performance level ofthe seismic resistance standard for Type II Government
and Other Public Office Facilities*. In order to assure ourtenants’ business continuity in case of earthquake, we
also conduct seismic resistant assessment, and reinforce
the structures to the level required by current Japanese
Building Standard Act.

Strengthening Disaster Response Capabilities

Evaluation of Damaged Buildings Inspector /Emergency Lifesaving Courses

Initiative for the Children Emergency Call 110
Campaign

Tokyu Homes Corporation encourages its employees
to attain certification for Post-Earthquake Temporary
Risk Evaluation of Damaged Buildings Inspector. As of
September 2012, 65 Tokyu Homes Corporation
employees were certified. The role of inspectors is toassess post-earthquake building damages in order toprevent secondary disasters caused by building collapse or
falling building materials caused by aftershocks.
Tokyu Land Corporation, Tokyu Land SC Management
Corporation, Tokyu Community Corporation, Tokyu Sports
Oasis, Inc., Tokyu Resort Service Corporation, Tokyu E-Life
Design, Inc., Tokyu Relocation Co., Ltd., and other Group
Companies also implement various approaches including
enrollment in lifesaving courses to ensure safety of ourfacilities and services.

As increasing numbers of children are subject to crimes
and accidents, children’s safety has become a prime
interest of society. Recognizing this issue, Tokyu Livable,
Inc. has joined the “Children Emergency Call 110”program that provides a safe place for children to run toin case they are faced with danger. Among the Tokyu
Livable’s real estate shops in the metropolitan area, over
30 shops located on the ground level display the sign
“Children Emergency Call 110” at the entrances to protect
children from crime.
Moreover, at 11 bases in the metropolitan area, AEDs
were put in place for emergency aid.

Contributing to the Development of Palau
Palau Pacific Resort is the first world class hotel ever toopen in Palau. The hotel has had tremendous impacts; thenumber of visitors to Palau grew from only few thousandsa year soaring to 100 thousand, making the islands ofPalau one of the world renowned resorts.
The hotel not only contributed to attracting visitors, butalso it has taken on an important role of job creation andhuman resource development over the years.
About 90% of our hotel workers are hired locally andgiven professional training in the hospitality industry.
We are proud to say that our business activities havecontributed greatly to the widespread improvement ofliving standards and overall economic development of
Palau. In 2009, Palau Pacific Resort was awarded special
acknowledgement from Koror state government council
and Palau National Congress for our contribution to thesociety of Palau. Additionally, a letter of appreciation fromthe President of Palau was awarded.

Dispatch of Lecturers for University Lectures
on CSR
TLC dispatched employees as lecturers to Showa Women’s
University, located near the head office in Shibuya Ward,
upon the university’s request to provide lecture on
corporations’ CSR activities.
The university’s Department of Contemporary Liberal
Arts, Faculty of Human and Social Sciences provides
a course on corporations’ social contributions andenvironmental conservation activities as an optionalcourse. For the lecture, the university had invited
corporations with a strong commitment to CSR activities.
The topics of the lecture delivered in July 2012 were
“The Necessity for Corporations to Engage in CSR”
and “Activities of the TLC Group.” The large number ofquestions after the lecture was a sign that the lectures had
succeeded in captivating participating students’ interest in
the CSR activities of the Group.

“Children Emergency Call 110” sticker

Aiming to Be a Community-based Company
The TLC Group proactively participates in local events withthe aim of promoting communication among employees
and revitalize local communities.
For example, we ran booths at summer festivals ofcondominiums managed by the TLC Group, and took partin local traffic safety activities and clean-up campaigns.
We also co-sponsor and make donations to fireworks,
festivals, and other events in various communities.
Moreover, each business establishment andfacility voluntarily conducts clean-up activities in its
surrounding neighborhood.

Standard Lifesaving Courses (Tokyu Community Corporation)

TOPICSTokyo Fire Department Awards Letter ofAppreciation to Four Staff Members for Providing
Emergency Lifesaving CareAt Tokyu Sports Oasis, Inc., all employees take emergency
lifesaving courses and automated external defibrillators (AED)
are deployed at all facilities. When a visitor of the Tokyu
Sports Oasis in Honkomagome suffered a cardiopulmonaryarrest while exercising, staff administered emergency
measures using an AED, allowing the patient to undergo afull recovery within days.
In response, the Tokyo
Fire Department awarded
a letter of appreciationfrom the Fire Chief to thefour staff members andthe medical doctor who
attended to the accident.

CSR lecture at Showa Women’s University
Employees of the Palau Pacific Resort

Movable Tokyu Hands Enlivens
Regional Locales
TOPICS
Donation of Cape Hyraxes to the Tennoji Zoo
At the Abeno Market Park Q’s Mall, three cape hyraxes(hoofed small animals) were donated to the Tennoji Zoo
located nearby, funded with points from the facility’s card
point system donated by customers and with income derived
from events. The names of the three animals, selected outof 500 proposals solicited from the public, are Sora (sky),
Yume (dream), and Hikari (light), reflecting the hope forthe further development of the location. They have been on
public display since December 2011.
Moreover, the Abeno Market Park Q’s Mall was awarded
the “Japan Marketing Award, Region Award,” out of
appreciation for efforts such as the Abeno Amemuratransmitting Osaka’s “Ame-chan culture” and donations ofpicture books to pediatric hospital wards.

Tokyu Hands, Inc.’s “Truck Market” is a store format set
up as a short-term franchise for a limited time in regional
locales. The store handles merchandise of popular items
as well as seasonal items, and features interiors intended
to resemble a busy warehouse or fresh product market.
The Tokyu Hands movable store has earned high praise forthe novelty of the idea of taking a store by truck to locales
in the region and for bringing stimulus to the region, forwhich it was honored with the “Business Model DesignAward” of the 2011 Good Design Award.

Local clean-up campaign

Notice of the donation of
the cape hyraxes

Abeno Amemura
Truck Market

35 CSR Report 2012-2013

CSR Report 2012-2013

36

Efforts for Social Contribution through Business

Efforts for Social Contribution through BusinessStandard Lifesaving Courses (Tokyu Relocation Co., Ltd.)Meeting the Needs of Aging Society
with a Low Birthrate(Support for Child-raising and Nursing Care)
In order to provide ease of childcare and day-to-day comfort for the elderly, the TLC Group provides
various services to contribute to forming a society in which men and women of all ages can lead anaffluent life.

Cooperation in Children’s Work Experience
With the aim of helping children deepen theirunderstanding of a society and think of future throughwork experience, the TLC Group holds diverse events tooffer opportunities to experience work.
For example, targeting local junior high school
students, the TLC Group Companies offer the following
opportunities for work experience: Tokyu Sports Oasis,
Inc.: work at sports club; and Ishikatsu Exterior, Inc.:
landscaping design underlying development of residential
areas and parks.

Through its merchandise and know-how, Tokyu Hands,
Inc. engages in social contribution activities together with
its customers. For example, part of the sales revenues fromsales of the Tokyu Hands Original Diary and income fromevent participation fees are donated to the public interest
incorporated foundation “Save the Children Japan.”The donated funds are used for children affected by theGreat East Japan Earthquake and for activities to support
residents of the region.

Calligrapher Soun Takeda, invited for a workshop

Events to Support Children’s Growth
In August 2012, Tokyu Resort Service Corporation held
“Summer Junior Golf Lesson” at the Asakura Golf Club. In
collaboration with NPO Junior Golfer Conference of Japan(JGC), 85 elementary school pupils from 450 applicants
were selected by lottery and invited to receive coachingfrom professional golfers for free. With a view to socialand ethical education, Tokyu Resort Service Corporation
holds the events to make healthy bodies of children,
improve their skills, and teach manners necessary for social
life and sportsmanship.
Moreover, cooperating with a request from the Fitness
Industry Association of Japan (FIA), Tokyu Sports Oasis,
Inc. has been providing support activities through offering
any one of its Kids Program for children who have lostparents in the Great East Japan Earthquake free-of-charge.

For Promoting Work-Life Balance
Ewel, Inc. offers welfare and benefit package menus(WELBOX.) The company has a work-care support service
for companies to promote work-life balance. In November
2011, Ewel, Inc. held an event called “Fourth Work-Life

TLC and Tokyu E-Life Design, Inc. support various aspectsof senior lifestyles by operating our senior housing series“Grancreer” that assures a comfortable, safe and secureliving environment.
There are 10 “Grancreer Series” residential facilities forthe elderly as of September 2012 that are categorized into
senior residences, and care residences. Residential facilities
for the elderly are for healthy elderly and feature wide
range of services for residents to enjoy safe and secure
life, with excellent living spaces and common spaces. Care
residences, on the other hand, are for people who requirenursing care and are staffed to offer residents 24-hourassistance with meals, baths and other daily activities.
At residential facilities for the elderly, residents enjoy
open dining rooms, large common baths, hotel-likeservices, and a variety of learning and recreational events
to enhance their everyday life even more. The dining
room offers three meals 365 days a year with no need forreservations. Staff are all required to take AED courses orstandard lifesaving courses. In addition, in-house nurses
and affiliated doctors provide healthcare for residents.
Tokyu Homes Corporation is engaged mainly inconstruction and operation of group homes forindependent elderly, and holds various classes and eventsfor residents. As of July 2012, the Company was engaged
in operations and the solicitation for residents at the Lifely
Eda (opened in 2004 with 13 units), and provides support
for building a community for the residents.

Dementia Supporter Training
In the increasingly aging society, we need to be aware ofand have correct understanding of dementia.
In recognition of the issue of dementia, Tokyu
Community Corporation has launched a training programfor Dementia Supporters* since March 2008. The
program teaches accurate knowledge of dementia as
well as effective communication skills with condominium
residents with dementia. Currently, all Amenity Mates (TLC
condominiums’ building managers) in the metropolitan
area have completed the Dementia Supporter Training.
*D ementia Supporters: Taught by experts on dementia as lecturers(called “Caravan mate”,) Dementia Supporter training programs are
co-hosted by local municipalities and trade associations. Participantslearn necessary skills to watch for people with dementia and theirfamilies, and become “Dementia Supporters.” Concurrently, theJapanese Ministry of Health, Labour and Welfare launched a “Nationwide
Caravan to Train One Million Dementia Supporters” campaign to increase
the number of dementia supporters to one million nationwide, making
every community always a safe and secure hometown.

TOPICS
Establishment and Activities of
the Grancreer Cultural FundIn December 2011, Tokyu E-Life Design, Inc. established the“Grancreer Cultural Fund” with the aim of helping seniorresidence occupants enjoy a fulfilled life of cultural activities.
This fund is made possible by donations from residents.
As a commemorative event at the founding of the fund,a musical entitled “The Fall of Freddie the Leaf” produced
by Shigeaki Hinohara, Honorary President of St. Luke’s
International Hospital was performed. Moreover, a numberof globally active prominent musicians were invited to give
concerts at the various Grancreer facilities, including thecellist Tsuyoshi Tsutsumi and the violinists Teiko Maehashi
and Kanako Yokoyama.
In May 2012, together with an event commemorating
the 10th founding anniversary of Tokyu E-Life Design, Inc.,at the Seijo Hall, a concert was given by a quartet formedby members of the NHK Symphony Orchestra, as well as alecture meeting with Shigeaki Hinohara.
Cultural events of this kind will continue to be heldin future.

New Year’s party at the group homes

Promoting Certified Care-fittersand Barrier-free
For elderly and physically challenged people to enjoy andfeel comfortable at resort facilities, Tokyu Resort Service
Corporation has been advancing barrier-free facilities andpromoting the staff to acquire Care-fitter certifications
from an NPO, Nippon Care-Fit Service Association.
Certified Care-fitters have hospitality skills and assistanceskills required to attend to the visitors. Many of the new
employees in FY2012 have acquired certifications. Efforts
to promote the acquisition of certifications will continue.

Concert with Teiko Maehashi(Grancreer Utsukushigaoka)

Scene of the Summer Junior Golf Lesson

37 CSR Report 2012-2013

CSR Report 2012-2013

38

Efforts for Social Contribution through Business

Efforts for Social Contribution through BusinessSupport for NPOs’ Assistance
Activities for Children

Balance for Parents and Children.” The calligrapher Soun
Takeda was welcomed as a lecturer and a hands-on
workshop was held for colored paper for presents, among
other things.

Provision of High-quality Living
Environment for Seniors

TLC Group Overview (as of the end of March 2012)
The TLC Group comprises a number of affiliated companies and a total of about 16,000 employees acrossthe Group. The TLC Group provides comprehensive solutions and is a producer of comprehensive lifestyleservices for the needs of our customer in areas such as sales, leasing, management, and real estate agency services, contracted construction, property management, and retail sales.

Major Group Companies

See the website for each company for further details.

Tokyu Land Corporation (TLC)

Tokyu Community Corporation(Listed on the 1st section of TSE)
As a comprehensive real estate developer, the Tokyu Land Corporation isdeveloping business to achieve an affluent lifestyle that harmonizes human beings
with the environment through business activities such as “office buildings,”“commercial facilities,” “housing,” “resorts,” and “residential facilities for theelderly and leasing.” TLC is committed to responding to social issues and creating
new value through business activities of TLC and its group companies.
URL:http://www.tokyu-land.co.jp/(Listed on the 1st section of TSE)
Centered on a track record in condominium and building management, Tokyu
Community Corporation is engaged in the provision of total living service byoffering support in creating comfortable residential and business environments.

Condominiums, Detached Homes, Holiday Homes

Tokyu Livable, Inc.

Leasing of real estate(Office buildings, Commercial
Facilities, Housing, Hotels)

Real estate property management(Listed on the 1st section of TSE)
Tokyu Livable, Inc. engages in total real estate distribution business operations
through a nationwide branch network with four business mainstays in real estate
trading and leasing intermediation, distribution of newly built condominiums anddetached housings, real estate leasing operations, and real estate sales.

Real Estate Investment
and Management(Real estate fund business)

Real Estate Sales

Property Management

Leasing of Real EstateManagement

Multi-purpose resorts

Retail Sales

Real Estate AgentsContracted Construction

Product retailing

Membership resort hotels
Ski areas/Golf courses
Residential facilities
for the elderly

Tokyu Hands, Inc.

Tokyu Homes Corporation

With the company slogan of “Hint Market,” Tokyu Hands, Inc. provides hints tomake our lifestyle happier and more affluent through a wide range of products
and various events, and helps individual customers to create their own unique
lifestyle. In addition to 26 Tokyu Hands, Inc. stores all over Japan, “HANDS NET”
an online store, and other services.

As a total housing solution company, Tokyu Homes Corporation engages inproposing and implementing residential propositions to customers for new
residential construction, renovations, interior decoration, and residential care withthe aim of providing high-quality residential solutions.

Tokyu Relocation Co., Ltd.

Tokyu Sports Oasis, Inc.

Tokyu Relocation Co., Ltd. offers a range of diverse residential services including
rental housing management, corporate housing service, as well as convenientmonthly condominium rentals for residents on business or training assignments
and “Tokyu Stay”, a hotel for long stay.

Tokyu Sports Oasis, Inc. operates membership fitness clubs centered on the Tokyo
metropolitan area and the Kansai region providing the full range from serious
exercise programs to relaxation. Responsive to clients diverse needs and highly
trusted by its local customers.

Ewel, Inc.

Ishikatsu Exterior, Inc.

Agency services for welfare programs

With operations based on welfare sub-contract service, Ewel, Inc. is a one-stop
welfare service provider for corporations with consulting and system response
capabilities based on a track record in areas such as the provision of the WELBOX
benefit package menu and the introduction of and operations support for
cafeteria plans.

Ishikatsu Exterior, Inc. engages in environment maintenance through landscaping
covering the range from family residences to resorts based on a total engineeringsystem that melds craftsmanship with planning and design capabilities.

Tokyu Land Capital Management, Inc.

TLC Comforia Investment
Management Inc.

Other Businesses

Membership fitness club

Asset Management

An organizer and operator of “boutique-style” funds with fund-specific distinctive
characteristics geared at domestic and foreign institutional investors and pension
funds for investment in rental condominiums and commercial facilities.

Custom-built housing
Renovations
Landscaping works

Real estate agent services
Sub-contracting of the sale of real estate

Tokyu Land SC Management Corporation

Asset management firm of Activia Properties Inc., a real estate investment trust
company for investment in commercial facilities and office buildings, etc. TLC
Activia Investment Management Inc. emphasizes stable asset management
and is committed to gaining the trust and confidence of investors and allother stakeholders.

Tokyu Land SC Management Corporation engages in commercial facility
operation, management, planning, and consulting, with the aim of creating
individualistic, lively, and highly appealing commercial facilities and spaces, with
contribution to the society and development of local communities.

Tokyu Resort Service Corporation

Tokyu Resort Corporation

Comprehensive resort management company engaged in resort facility
management. As a “resort entertainment proposal company,” Tokyu
Resort Service Corporation aims to establish itself as a leading company inresort management.

Tokyu Resort Corporation is a nationwide specialist firm in holiday homeresorts, covering the range from new commission sales to intermediation in
holiday homes, resort condominiums, and the membership resort hotel Tokyu
Harvest Club.

Contracted Construction

Tokyu E-Life Design, Inc.

Management

Engaged in the management and operations of senior housing facilities andnursing homes, emphasizing a comfortable and warm atmosphere. Tokyu E-Life
Design, Inc. is committed to provide safe and convenient surroundings for seniors
using its expertise in residence creation and facility operations.

Tokyu Living & Lifestyle ResearchInstitute Inc.

Financial Data
(Unit: ¥ billion)

FY 2009

FY 2010

FY 2011Net Income

5,521
355
282
111

5,714
625
549
116

5,568
501
349
342

Total Assets

10,554

11,614

17,448

Consolidated
Operating Revenue
Operating Income
Ordinary Income

Total Net Assets

2,310

2,398

2,753

● Breakdown of Operating Revenue by Segment(consolidated)
%

6.6 %

10.4 %

7.00

39 CSR Report 2012-2013

7.00

7.00

Leasing of Real Estate

21.9 %

11.6 %
13.0 %(Unit: ¥)Dividends per share

1.3

14.9 %

Investment management firm of Comforia Residential REIT Inc., which invests
mainly in rental residential real estate. As a professional body for real estate
management, TLC Comforia Investment Management Inc. offers high-quality realestate investment and management services.

TLC Activia Investment Management Inc. Asset Management

Agent for welfare programs
Research and study
Real estate appraisal● Financial Summary (consolidated)

Asset Management

Real Estate Sales
Retail Sales
Property Management

20.3%

Real-estate Agents
Other Businesses

Real Estate Sales

Leasing of Real Estate

Retail Sales

Property Management

Research and Study

Tokyu Living ＆ Lifestyle Research Institute Inc. is a think tank engaged inmarketing of real estate, living life, urban development, resorts, and otherservices, and engaged in the provision of environment management support.

Contracted Construction

Management

Real-estate Agents

Other Businesses

CSR Report 2012-201340

Third-party Opinion
Tomonari Yashiro
Professor, Institute of Industrial Science, the University of Tokyo
ProfileGraduated PhD from the Graduate School of Engineering of the Universityof Tokyo (Doctor of Engineering). Worked as a research associate at the
Building Research Institute of the Ministry of Construction, and an associate
professor at the University of Tokyo Graduate School. From April 2009
until March 2012 he has worked as the head of the Institute of Industrial
Science, the University of Tokyo. Holds the current position since 2001.

TLC has been engaged in corporate activities that give
substance to the Tokyu Group’s Mission Statement:“We will create a beautiful living environment,
where each person can pursue individual happinessin a harmonious society.” Reading the information
about the CSR efforts that intersperse this report(especially about efforts to improve customer
satisfaction and employment and labor practices)
strongly communicates the DNA inherited from thepredecessor company Den-en Toshi Co., Ltd. founded
in 1918. I regard this DNA as the essence of modern
Japan’s finest achievements and it is my strong wish
that it may be preserved and developed, unaffected byany upsets that Japan might face in the time ahead.
CSR reports are regarded as a means forcommunicating the duty of accountability to
stakeholders about the activities of corporations as
members of society. This is why in the following,rather than contemplating the content of CSR activities
themselves, I would like to reflect on the question ofwhether this report succeeds in satisfying the interestsof stakeholders.
(1) In a CSR report, top management is expected
to express in specific detail what constitutes thecorporate social responsibility of their corporationand in what way management will become active
in fulfilling that responsibility. In this report, therelevant section would appear to be the conversation
with Mr. Shiro Wakui at the beginning, but fromthe matters expressed, a comprehensive, systematic
understanding cannot be gained. It would bedesirable, beginning with the next fiscal year, forreports to comprehensively and systematically explain
management’s perception of social responsibility andmanagement’s active involvement.
(2) The wide-ranging business scope of the
TLC Group suggests a wide and varied rosterof stakeholders. Compared with customers andemployees, this report appears to say little aboutother stakeholders. A comprehensive description of all

41 CSR Report 2012-2013

stakeholders and the issues interconnecting the diverse
stakeholder constituencies would have been helpful.
(3) Effective CSR implementation requires, forexample, in the form of a PDCA cycle, the reviewingof activities, their effectiveness, and continuous
improvements. From the next fiscal year, it would
be desirable for reports to present an underlying
CSR roadmap and based on that roadmap offer
information on the status of progress.
(4) This report covers five topical main areas,
comprised of efforts for environmental conservation,
management structure, improving customer
satisfaction, employment and labor practices, andefforts for social contribution through business.
However, the ISO26000 international standard forCSR (JIS Z26000 Guidance on social responsibility)
proposes the seven core subjects of organizational
governance, human rights, labor practices, theenvironment, fair operating practices, consumer
issues, and community involvement and development.
A comparison of the two shows that the five mainareas of this report cover the majority of the sevencore subjects, but the descriptions concerning humanrights and fair operating practices seem to lackcompared with the other topics. Conceivably, this isbecause TLC regards these matters as self-understoodand not requiring special mention. However, in thelight of forecasts predicting that a growing numberof Japanese corporations will prepare CSR reports
structured consistent with the seven core subjects of
ISO26000, I think that from the next fiscal year reports
should treat human rights and fair operating practices
in some more detail.
(5) Furthermore, the subjects of sustainableconsumption, employment creation, technology
development and access, wealth and income creation,and social investment, among others, which are raisedby ISO26000, should also be considered for treatment
in some form beginning with next year’s report.

Third-party Opinion Acknowledgement

Ushio Okamoto
Director and Executive Vice President
Tokyu Land Corporation

I am grateful for the commentary of Professor
Yashiro on the CSR related efforts of the TLCGroup and the content of the CSR report.
I take the measure of appreciation afforded
the corporate culture inherited by the Group as
an expression of recognition for our CSR efforts
to date, which serves to reaffirm my resolve tocontinue this valuable tradition also in
the future.
The observations regarding active
information dissemination by management andthe scarcity of space dedicated to stakeholders
other than customers and employees will be
addressed with sincerity. The Group’s history
of CSR report issuance is still young. In orderto prepare a platform for CSR promotion,
first of all, priority has been given to creating
pages that easily communicate themselves tocustomers and general readers. As has been

pointed out, in many areas, experience has
yet to be accumulated. In future, in orderto ensure that we reach a greater numberof stakeholders, we will practice exhaustive
information disclosure including also ouractivities in the other areas mentioned.
The TLC Group understands that responding
to the expectations of society throughour operations and contributing to thesustainable development of society are the CSR
management issues of the TLC Group. Basedon this understanding, we will persist in ourdaily efforts to be a corporate groupin which our stakeholders place their trustand confidence.
For the various questions and concerns thatmight present themselves in the future, I would
like to request the continued guidance ofProfessor Yashiro. Thank you.

CSR Report 2012-201342