Message fromthe President

Contents

Sustainabillity

FeatureEnvironment

SocialGovernance

Safety & Security Initiatives

Improving Quality and Customer Satisfaction
Policy and Concept

satisfaction, are the source of our corporate competitiveness.

The Tokyo Tatemono Group strives to offer services andfree, universal design for the offices and residences we develop.

mechanisms improving quality and customer satisfaction, using

Our purpose here is to achieve usability for a diverse range ofour role as a developer to promote safety and security in urban

customers, including the elderly and persons with disabilities.

development.

Moreover, in response to customer feedback, we have

Therefore, the Tokyo Tatemono Group has adopted a barrier-

implemented a number of varied mechanisms in our businessWe believe that our attention to quality both in hard (finishedproducts, e.g. buildings) and soft (services offered) aspects ofactivities, striving to further enhance quality from the customer's

our business, as well as our ongoing work to improve customer

perspective to improve satisfaction.

Improving Quality and Customer Satisfaction in the Office Buildings Business
The Human Building Philosophy

Refining our Work with Customer Satisfaction
SurveysIn our Office Buildings Business, we engage in a wide range ofinitiatives under the internal concept, Human Building-People

The Office Buildings Business conducts customer satisfaction

are always in the middle . Under this concept, the people using

surveys once every year for office building tenants.
Our surveys gather direct, unfiltered customer perspectives

the buildings we develop, i.e., our customers, can feel safe,
secure, and comfortable across both hard and soft aspects ofaddressing safety, security, and comfort. We use these

our services.

perspectives to refine our work based on tenant needs.
Moreover, we share these refinements with other relevant

We instill this concept deeply in all employees who work in
the Office Buildings Business. We have also formulated Ideals

departments to improve customer satisfaction further.

(Targets) that we seek to embody in the Human Building

Moreover, we share these refinements with other relevant

philosophy and the Five Actions (Code of Conduct) that must a

departments to improve customer satisfaction further.
For example, we have improved PC screen operability

central focus in our everyday tasks to further drive our efforts.

and detailed zoning during construction for air conditioning
equipment in buildings, offering greater control. We havealso worked to install e-cigarette smoking rooms and adopt
measures related to blind zones for mobile phones.

▶O ffice Building Customer Satisfaction Survey Results（%）▶C ustomer Satisfaction Survey, Response Ranking(FY2019)■ Satisﬁed ■ Somewhat satisﬁed■ Somewhat dissatisﬁed ■ Dissatisﬁed#1
Satisfied100

Tokyo Tatemono staff support#2

Disaster prevention center emergency support#3

Parking lot staff support#1

A/C temperature and humidity

80
Dissatisfied

60
40
20
0

2014

2015

2016

2017

2018

2019

32

#2

Divided smoking/non-smoking environments#3

Cellular signal reception

Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernance

The Human Building Competition: Facilitating
Customer Safety, Security, and Comfort

Examples of Satisfaction Improvement
Measures Enacted

The Tokyo Tatemono Group holds the Human Building
We implement a variety of initiatives to reflect the opinions ofCompetition annually as an event to facilitate informational

our customers received through customer satisfaction surveys.

sharing and communication. Members of each company
involved with our Office Buildings Business participate in this[Examples of FY2019 Initiatives]

annual competition. Roughly 420 people participated in the◦ Building Portal Websites

ninth annual competition, held in February 2019. Five projects
received the Division Director's Award .

Through Tokyo Tatemono-operated building portal

Through this competition, we not only communicate thewebsites, tenants can access and make various
applications, check the status of those applications, andmanagement policies of the Office Buildings Business, butlearn more about their building, disaster prevention, andalso achieve safety, security, and comfort for our customers.

other topics.

Further, we introduce and celebrate examples of outstanding

In addition, by establishing a notification function, we have

implementations of our Human Building philosophy. By sharing

facilitated more seamless communications of building

these positive examples and cultivating interaction among

events, improving work efficiency.

group employees, we expect to see more improvements

After a trial implementation in FY2019, we began a full-leading to safety, security, and comfort for our customers.

scale launch in May 2020.
◯ Osaki Center Building Recreation Room
Our Osaki Center Building customer survey revealed
numerous requests for an expanded recreation room on thesecond floor and lunchtime access, as well as responses
asking for more building tenant interaction. In response, werenovated the recreation room, adding kitchen facilities, aprojector, and a whiteboard to reflect the idea of creatinga freely accessible living and dining room for office workers.
In this way, we created a comfortable, multi-function space.

Osaki Center Building Recreation Room
Before Renovation (Left),
After Renovation (Bottom)

Human Building Competition

33

Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernance

The Good Job Idea Competition:
Strengthening On-Site Capabilities

Sample Actions Taken Through the Hapimama PLUS ProjectIn 2015, building management firm Tokyo Real Estate•S paces with raised floors for visitors to take off their shoes

Food Court• Booth seating enabling easy use of strollers

Management introduced the Good Job Idea Awardand relaxcommendation system. We use this campaign improve our• Stroller-specific parking spaces

activities at each work site. These activities include detailed• Monitors showing DVD content

refinements (kaizen) such as improved safety, security, andBaby Rooms

comfort, or proposals for energy-saving measures.

• Trash cans at each diaper changing table

Every six months, we select and award examples of good• Milk preparation stations

practices provided by each of our locations with the Good Job

Kids Spaces

Idea Award. We received 214 submissions in FY2019, of which• Play areas separated by age for safety considerations

172 received awards.

• Ample benches for guardians

In addition, we hold the Good Job Idea Competition each

TFK Training Center for Building Management
Improvement

November. Here, we present and award especially superior
examples that happened during that year.
Through these efforts, we raise awareness of kaizen-style

Building management firm Tokyo Real Estate Management

refinement at each work site, sharing improvement actions
throughout the company to improve quality and service levels.

established the TFK Training Center in Tokyo's Nihonbashi area

Renovation of Commercial Complexes Incorporating
Feedback From Mothers Raising Children

expanded and renovated in January 2018.

to improve work quality and cultivate talent. The center was
We installed equipment and devices at the TFK Training
Center that are in actual use in building management (electricity,
air conditioning, hygiene, etc.). This allows trainees to practice

Looking ahead to the ten-year anniversary in November

an original curriculum that mixes practical skills training and2018, we renovated the SMARK Isesaki commercial complex

lectures.

to improve the environment of the facility.When considering

We conduct hands-on training about topics such as

how and what to renovate, we launched the Hapimama PLUS

fundamental knowledge, operation methods, handling, repair,project to listen to and implement ideas from mothers raisingand parts replacement for equipment and systems. We also

children, the core customer base for SMARK.

provide various seminars for all employees (including new

We spoke directly with these mothers to get a sense of theirgraduate hires).

ideas and desires. Then, we incorporated this feedback into
our renovations to create a place where mothers could spend
time in comfort and safety.

SMARK Isesaki

TFK Training Center

34

Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernanceImproving Quality and Customer Satisfaction in the Residence Business
The Brillia Concept

Brillia Construction Site TourThe Residence Business is engaged in two major businesses.

Brillia offers construction site tours, embracing the idea that

One is the residential condominium business, focused on theproviding information to customers leads to greater peace

Brillia series and the Brillia brand of refinement and comfort.

of mind.

The second is the residential management business, focused

We ensure customers have visibility to as many stages of theon the Brillia ist series of rental condominiums for those

construction as possible in areas that will not be available after

seeking unique lifestyles.The underlying concept of boththe completion of the building. Staff serve as guides to explainis the Tokyo Tatemono Group's unique disposition toward

the construction. Customers have told us that tours were easy

Brillia Quality, a constant aim for achieving and maintaining

to understand, with specific examples and plain language.

the elusively exquisite comfort that comes from high-quality
products and services. We have built a unique system toconsistently provide functions that lead to a more comfortable
life for our customers. This system, which spans planning anddevelopment, management, repair, renovation, and brokerage,
is what allows us to deliver Brillia Quality.

Steadfast in Comprehensive Quality Management
Our Brillia residential condominium business maintains
design guidelines for refinement and rigorous standards andmanagement systems to offer comfort to our customers.
Brillia Construction Site Tour◦ Use of housing performance display systems◦ Quality checklists including approx. 1,000 items
We have established detailed regulations for architecture,▶Q uality Management Through Completion ofConstruction

construction, and facilities, and we operate in accordancewith related checklists.
◦ Quality discussion groups double-check quality throughout

Land environment measures / ground survey / noise
measurement

Prior Quality Discussion

construction
We conduct two stages of quality checks before actual
construction is complete: the Quality Pre-Review and the

DesignQuality Review. Here, management and design companies(Tokyo Tatemono / design company / managementcompany)

Quality Discussion

exchange opinions and work to improve quality.

(Tokyo Tatemono / design company / construction
company / management company)◦ Inspections at various stages (on-site test pile inspections,building frame inspections, etc.)◦ Reports to customers (building reports)

Breaking
groundAs an initiative for comfort, we report the status of agiven building to customers who have purchased property
within it.

Construction

Structural inspection(on-site inspection with test pile,bar arrangement inspection, building frame
inspection, etc.)
Online building andconstruction
Interim inspection
status reports
Framework inspection

Completion

Brillia
Construction
Site Tour

Equipment inspection(Equipment Subcommittee, function
inspection, etc.)
Pamphlet collation inspection
Completion inspection

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Message fromthe President

Contents

Sustainabillity

FeatureEnvironment

SocialGovernance◦ Brillia-Certified Used Condominium Program

Brillia Aftercare Support

A third-party agency inspects the Brillia condominiums for salein advance and issues a certificate to properties that satisfy theWith the Brillia series, we offer a variety of both hard andspecified criteria.

soft services for customers to live comfortably from the day

Both purchaser and seller can enter transactions with greater

they move in until the day they sell their property. This is theconfidence under this system, which guarantees against issues for

Comfort from Day One theme of the Brillia brand.

up to five years after transaction.

◦ Aftercare Support

For more information about the Brillia-Certified Used

In addition to regular repairs through the second year of residence,

Condominium Program:

we provide unique regular checkups with our residents at the 10-, 15-,brillia.com/brillia/promise/chuko (Available in Japanese only)

and 20-year marks. We have also established an industry-leading fiveyear aftercare service for issues with equipment in residential facilities.

Brillia Condominium Management Quality

For more information about our aftercare services, see:https://brillia.com/brillia/promise/management/

Property managers and management companies support(Available in Japanese only)

the daily lives of customers living in condominiums under theircare. Tokyo Tatemono Amenity Support has been entrusted◦ Brillia Owner's Hotline

with condominium management for the Tokyo Tatemono

The Brillia Owner's Dial is a comprehensive help desk where

Group. The company formulated Brillia Life Support to fully

customers can inquire about their residence and lifestyle via a single

support the lives of the group's condominium residents.

telephone number available 24/7/365. Operators connect customers
to the appropriate contact point based on the content of their inquiry.

Brillia Life Support makes six promises to residents ensuringa refined and peaceful life, which are the core concepts of◦ Value-Up Service

the Brillia brand. The service offers appropriate upkeep andThis service helps customers sell their property by providing any

maintenance of condominiums, works to improve customer

one of the following services free of charge: house cleaning, repairs,

services and support by property managers, properly sustains

waste collection and disposal, unofficial property measurements, orcondominium value (a key financial asset for our customers),

acquiring earthquake resistance standard compliance certification. By

and supports a comfortable, peaceful life.

offering these services, we raise the value of the customer’s property,
which aids in the selling process.
For more information about the Value Up Service:sumikae.ttfuhan.co.jp/sell/valueup/ (Available in Japanese only)▶ Brillia Life Support

The Six Promises of Brillia Life Support
Refined living
Living With the Future in Mind
Maintain and improve residence
asset value▶ Aftercare Support

Regular
Repairs

1 Year

2 Years

5 Years

10-Year Inspection
Brillia Home
Regular
Checkups

15-Year Inspection

Visual Building Inspection(Once Yearly)

Equipment
Warranty

3 Months

Smart Living

Living With Joy for Each Day

Services for private areas

Property manager support andmeticulous cleaning

Support for communication
events・ S upport of Tanabata festival/
Christmas events・ Brillia owner's club・ H osting management association
seminars

36

Making actual condominium
management visible to residents
・ Visual exterior inspections
・Submission of account andoperational audit reports
・ Monthly property manager reports

Living More AbundantLifestyles*B rillia home regular checkups and visual building inspections are limited tocustomers who have outsourced management to Tokyo Tatemono Amenity Support.

Management as LifestylePartner

・ Regular free unit inspection・M anagement company-conducted,
comfort-focused repairs・ D evelopment of long-term repairplans

・ Housekeeping services
・ House cleaning
・ House renovations

20-Year Inspection

Peaceful Life・B rillia Training Center-hosted
training programs (accredited
vocational training school)・Cleaning checks by supervisors

Secure Living
Preparation for and preventionof emergencies, disasters, andcrime
・ Emergency response service
・ Fire drill support
・ Emergency supplies

Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernance

Brillia Training Center for Education of andExchange in Condominium Management

Brillia Design Award Internal Commendation System

Condominium management company Tokyo Tatemono

brand is consistent and continuous improvement of refinement

Amenity Support operates the Brillia Training Center to improveand comfort, two major brand concepts.

A key facet for continuing to earn high praise for the Brillia

skills and educate managers on condominium management

We introduced the Brillia Design Award commendation

operations.

system to facilitate even greater refinement, recognizing

The center, which was renovated with all-new equipment

designs that reach customers under a quantitative rubric based

and other facilities in January 2016, features equipmenton survey responses from relevant stakeholder meetings.

actually used in facilities (condominium management offices,

This annual program judges the designs of condominiums

fire-fighting facilities, plumbing facilities and piping facilities,

completed during the calendar year and recognizes propertiesetc.). Here, a wide range of specialized trainings are conducted

deemed outstanding. The judging process evaluatesfor property managers, managers, janitorial staff, and others.

properties based on outstanding achievement in design

The center also holds seminars that aid management

based on seven categories: (1) overall plan, (2) exterior, (3)association operations, including seminars for newly appointed

plants/landscape, (4) approach and entrance, (5) refinement

chairpersons and large-scale repair construction seminars.

in daily flow lines, (6) detail, and (7) challenges in the project.

Moreover, the Tokyo prefectural government has certified

We use this evaluation system to share superior examples

the center as a vocational training school based on the Humanand facilitate greater refinement in the Brillia brand. This

Resources Development Promotion Act. This recognizes thesystem also raises awareness and motivation of teamfact that the center nurtures new condominium property

members with respect to the Brillia Design.

managers through high-quality vocational training.

Brillia Utsukushigaoka was awarded first prize at the Brillia
Design Award 2019 (for properties completed in calendar

Brillia Renovations2019). This property was highly commended for overcoming
the challenges of a small, sloped site lot, offering detailed

Brillia provides services related to remodeling, repairs, anddesign and striking a good balance between effective planting

renovations of living spaces, tailored to changes in the lifestyles

and overall planning. Second prize was awarded to Brillia

of our customers. Brillia Renovations is a series of renovation

Tower Ueno Ikenohata, which won top marks for its approachplans providing safety and comfort to daily lifestyles underand entrance. Third prize was awarded to Brillia Shonan

Brillia-original equipment specifications and quality standards,

Tsujido Seaside Park, highly rated for its overall plan, including

even as homes age over time.

its rooftop tsunami evacuation facility.

Customers choose one of two different renovation plans
under a clear pricing system. The basic renovation plan
updates the interior and equipment without changing thelayout of the residence, improving the quality and functionalityof the space. The more complete skeleton renovation planrenovates everything from piping to floor plan, improving eventhe invisible elements of the property.
Brillia Renovations provides the same long-term warranty(two years for interior, five years for equipment) in its aftercare
service as new Brillia constructions. This ensures we maintain
Brillia quality and support customer security in their residences.

Living Room Before Renovation

Living Room After Renovation

Brillia Utsukushigaoka

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Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernanceDisaster Prevention
Policy and Concept

Fire Brigade Training and First-Aid Courses

Natural disasters such as major earthquakes and typhoons

As part of soft-measure initiatives for disaster prevention, thethreaten our way of life. Climate change has resulted inTokyo Tatemono Group hosts fire-fighting and other training

frequent destructive typhoons and extreme weather overand courses to enhance our ability to respond to disasters.

recent years. As a result, interest is rising faster than ever in theFire brigade training is conducted once or twice yearly for thesafety of real estate, which is a foundation of our lives.

purpose of strengthening voluntary disaster prevention systems.

As a real estate services provider, the Tokyo Tatemono GroupIn this training, participants follow the instructions frombelieves that improving resilience against disasters in ordinary

members of the local fire brigade as they engage in several

times and providing safety and comfort to our customers andhands-on exercises for earthquake and fire response. Theseother stakeholders are important responsibilities.

exercises include initial response, first-line fire-fighting, rescue
and lifesaving, transporting injured persons, evacuation drills,

Implementing a Disaster Damage Measurement
System to Guard Buildings Against Disasters

and so on.
Further, the Tokyo Tatemono Group company fire squadtrains on a daily basis. For many years, the squad has

The Office Buildings Business implements both hard measures

participated in the Self-Defense Fire-Fighting Drill Review(earthquake-proofing of the buildings we own as well as

Board held by the Nihonbashi Fire Department, earning fiveenhancement of emergency power sources, etc.) and soft

wins to date.
As of the end of December 2019, 231 Tokyo Tatemono

measures (distribution of disaster stockpile goods to tenants
and the installation of batteries for recharging mobile phones,

employees and 587 Tokyo Real Estate Managementetc.) for disaster response. We are working to enhance these

employees have completed the lifesaving course, which

disaster prevention policies, BCP support, and other measures.

includes first aid.

When a major earthquake strikes, people must make aTokyo Tatemono

decision quickly as to whether to seek refuge indoors or

has been issued

outdoors for their safety. Buildings owned by Tokyo Tatemono

a certificate ofare equipped with systems using an array of sensors to rapidly

excellence in first-

determine building deformation (degree of damage) andaid as a business

confirm the safety of the building after an earthquake. Thisestablishment

system allows us to determine the safety and danger of an

encouraging first-aid

upcoming earthquake at the foreshock phase, even for a series

from the Tokyo Fireof major foreshocks and shocks such as those that hit during

Department.

the 2016 Kumamoto Earthquake.
Self-Defense Fire-Fighting Drill Review Board

Buildings managed by Tokyo Tatemono are served by aDisaster Status Monitoring System. Field staff and Tokyo▶ Disaster Damage Determination System

Tatemono personnel can access this system via the internet

Sensors

and share information quickly about the situation on theServerground. After information is shared, the system also allows

UPS

8F

instructions to be provided for actions to take depending on
the scenario. Training exercises are also conducted at night

5F

with this system, as an earthquake could come at any time, dayor night.

3F
1F

Hub

PC

MonitorRouterThis system uses data from multiple vibration-detecting sensors to
calculate and determine the degree of damage. After installation, thissystem collects and stores all information from subsequent seismic
events, automatically calculating the cumulative damage to the building
structure. Even for an earthquake with multiple, strong foreshocks andshocks, the system can make a determination of safety level of theearthquake based on foreshocks.

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Contents

Message fromthe President

Sustainabillity

FeatureEnvironment

SocialGovernanceSupport for Stranded Commuters During Disasters

earthquake resistance and mitigate disasters to ensure

When major earthquakes or other disasters strike, public

falling, earthquake-resistant unit doors, and emergency lights

transportation functions may halt, stranding commuters.

at floor level during power outages. AED stations are also

Large-scale office buildings managed by the Tokyo Tatemono

standard equipment in communal spaces. In addition, weGroup have prepared support mechanisms for stranded

have equipped each residence with Brillia-original chair-styletenants. We have entered into agreements with local

disaster prevention backpacks, packed with key items thatmunicipalities and developed systems, structures, andwill help in critical moments, such as a multi-function radio

resource stockpiles in anticipation of scenarios in whichand portable toilet.

safety. These include wall bases that prevent furniture from

It is also important that community residents help eachstranded commuters require housing.
Tokyo Square Garden participates in the Council to Support

other in times of disaster. We have set up stock areas for

Stranded Commuters in Tokyo's Chuo Ward. We understanddisaster goods and stockpiled items, including manholethat the normal number of people needed for building

toilets, water purifiers, and power generators. These items aremanagement will be insufficient when housing stranded

placed in common spaces for mutual aid during evacuations.
These guidelines received the Good Design Award in thecommuters. Therefore, we have prepared a manual that
anticipates scenarios in which volunteers will be recruited from

Service Design Category in 2011, highly commending ouramong these commuters to assist in operating support facilities.

efforts in raising awareness about disaster prevention on a

Further, Otemachi Tower (in Chuo Ward, Tokyo) is engaged

daily basis, as well as our improvement of mutual prevention
awareness between residents.

in measures that include resource stockpiling for potential
stranded commuters who would be housed in the plaza, alarge, spacious area that connects directly to the Otemachi

Phase 1: Normal Times (Prepare)subway station.

・Disaster prevention briefings
・Making original prevention
backpacks standard equipment
for all units
・Creating original disasterprevention manual

Brillia Disaster Prevention Methods
As part of the Comfort From Day One theme, the Brillia brandoffers disaster prevention measures unique to each property.

Phase 2: Disaster (Protect)

Actions are divided into three phases to ensure appropriate・Installation of foot lights in
Original prevention backpacks
corridors
・Installation of elevators with earthquake countermeasure functions
・Installation of wall bases to prevent falling furniture
・Unit doors with quake-resistant frames

action: normal, disaster, and post-disaster.
In accordance with the Brillia Disaster Prevention Guidelines,
we created disaster prevention manuals unique to each
property. We also hold disaster prevention seminars,

Phase 3: Post-Disaster (Preserve)

evacuation drills, and life-saving courses for management staff.

・Storage of emergency supplies in emergency stock areas
・Installation of AED (Automated External Defibrillator) units

These daily preparations are lead to stronger awareness of
disaster prevention.
We have implemented a number of measures to increase

TOPICS

Brillia Shonan Tsujido Seaside Park Tsunami Evacuation Facility Opened to Neighborhood Residents

Brillia Shonan Tsujido Seaside Park (a reinforced concrete property with 186 units and 5 floors) is located in a business revitalization
area of Fujisawa City, Kanagawa Prefecture. It is the first privately owned condominium in the city to use the city's subsidy program
to construct tsunami evacuation facilities. The rooftop evacuation facility, approximately 400 m2 in area, has been made available tonearby residents.
In the unlikely event of a tsunami, residents and others (up to 660 people) in the area canevacuate to the Brillia property roof, waiting safely until the waves subside.
We held a launch event when the completed condominium building was delivered. During
the event, we made neighborhood residents aware of the evacuation facility and how toevacuate smoothly in the event of an emergency. We invited not only nearby residents,
but also children and staff from local kindergartens and nursery schools, who received
demonstrations on how to open emergency doors and other important matters.

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Message fromthe President

Sustainabillity

FeatureEnvironment

Emergency Bath Facilitie
The Ofuro no Osama chain is a chain of Japanese-stylebathhouses developed by Tokyo Tatemono Resort. The
primary aim of these bathhouses is to offer a soothing spacethat is an important, integrated part of the local community.
As a means to this end, Ofuro no Osama entered into anagreement with the cities of Ayase and Ebina in Kanagawa
Prefecture to allow the use of Ofuro no Osama bathingfacilities in the event of an emergency.
Thanks to this agreement, anyone affected by an earthquakeor other disaster may use bathing facilities at three Ofuro
no Osama locations (Ebina, Kozashibuya Ekimae, and Seya)located in and around the two aforementioned cities.

Ofuro no Osama Ebina

Ofuro no Osama Kozashibuya Ekimae

Ofuro no Osama Seya (Exterior)

Ofuro no Osama Seya (Interior)

40

SocialGovernance