Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Safety & Security Initiatives
Improving Quality and Customer Satisfaction
Policy and Concept
Therefore, we have introduced various systems that reflect
customer feedback into our business activities, and we arefurthering improving quality and satisfaction from customer
perspective.

The Tokyo Tatemono Group believes ongoing efforts toimprove quality and customer satisfaction are the source ofcorporate competitiveness.

Improving Quality and Customer Satisfaction in the Office Buildings Business
Philosophy of Human Building
Customers, Ideals (Target), and Five Actions (Codeof Conduct)—as "Our Goals in Human Building" tofacilitate greater understanding of this concept by all
Group employees and spearhead further efforts. We arepenetrating the Human Building concept inside Tokyo
Tatemono and the Group companies through tools such as
posters, handbooks, and videos on the intranet.

The Office Buildings Business engages in a wide range ofinitiatives under the concept of Human Building—People arealways in the middle so that the customers who are using
our buildings feel safety, secure and comfort from not only
the hardware aspect of quality but also the software andservice aspects.
In 2017, we defined three new values—Definition of

Improvement Based on Customer Satisfaction Surveys
Renovations of a Restroom Leveraging Customer Feedback

In the Office Buildings Business, we are regularly
conducting customer satisfaction surveys for the tenants
who occupy our office buildings.
We hear from our customers first-hand and are furthering
improvements based on the needs of customers from theperspectives of safety, security and comfort. Moreover,by sharing measures for improvements with relevant
departments, we are also improving customer satisfaction
even further.

[Before renovation]●Examples of Measures to Improve Customer[After renovation]

Satisfaction· Distribution of a disaster prevention pocket guide(smartphone/English versions also available)· Installation of AED and introduction of short courses· Installation of stockpiling boxes in elevators· Renovations of common areas such as restrooms andoffice kitchenettes, etc.

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Improvement to On-site Quality Through a Human Building Competition
The Human Building Competition is an event to facilitate
informational sharing and communication in which every
company involved with the Office Buildings Business of theTokyo Tatemono Group participate.
In this competition, we not only share the corporate policiesof the Office Buildings Business but also realize the safety,
security and comfort of customers as well as introduce
and commemorate many excellent examples that embody
the Human Building concept of the Tokyo Tatemono Office
Buildings Business. By sharing favorable examples andcultivating interaction between Group employees, we expect
to realize even greater improvements that connect to thesafety, security and comfort of customers.
We have continually held this event since the firstcompetition was held in October 2013 with the participationof roughly 500 people in the eighth competition held inJanuary 2017.

Human Building competition

Good Job Idea Award to Evaluate Improvement Initiatives
2017, we collected 309 examples and commemorated 704
people from 236 of these examples.
In addition, we are holding a Good Job Idea Competition
every November, which selects and announces examples
representative of that fiscal year from each site. This
competition announces the carefully selected kaizen
examples and chooses each winner, including the first prize
through a vote. The Good Job Idea Person of the YearAward is also selected to commemorate the person with thelargest number of proposals. By sharing kaizen examples
through these initiatives, we are heightening awarenessabout "kaizen" and improving customer satisfaction.

Tokyo Real Estate Management, which conducts building
management, has introduced the Good Job Idea Award
commendation system since 2015 thanks to an idea
suggested internally to heighten customer satisfaction
through on-site capabilities. We are increasing awarenessabout "kaizen (betterment)" by gathering together many"kaizen activities" conducted at each workplace on a
dedicated sheet in addition to enhancing on-site capabilities
and improving customer satisfaction by sharing thoseefforts.
We select and commemorate relevant proposals eachquarter on-site, such as at each Group branch, branch
office, and Project Management (PM) business. In fiscal

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Quality and Customer Satisfaction Improvement in the Residence Business
Brillia Concept
Tatemono Group's unique preference of "Brillia Quality"that constantly aims to achieve and maintain advanced
comfort which is difficult to obtain. We have built a uniquesystem to consistently provide various functions that leadto the comfortable life of customers, from planning anddevelopment to management, repair, renovation, andbrokerage, which is realizing Brillia Quality.

The Residence Business is engaged in the residential
condominium business that focuses on the Brillia series,
which has the brand concepts of refinement and comfort,
as well as the residential management business that
focuses on the "Brillia ist" rental condominium series, whichemphasizes lifestyles suited to the people who pursue
their own unique lifestyle. The underlying concept is Tokyo

In the Brillia series, we have established design guidelinesthat realize refinement in addition to strict standards andmanagement systems to offer our customers comfort.

Quality Management until Completion●Acquisition of the ISO9001 International Quality
Standards

DesignSteadfast in Comprehensive Quality Management

Environmental measures for land/
ground survey/noise measurement●Use of the Housing Performance Indication System●Quality Checklist with Roughly 1000 Items
We have put in place detailed regulations for architecture,
construction, and facilities and operate in accordance withthis checklist.

Prior Quality Discussion(Product Planning Session/Quality Management
Session/Management Company)

Ground-breaking

Quality Discussion

Construction●Quality Discussions to Double-check Quality Until
Construction
Two quality checks, Prior Quality Discussion and Quality
Discussion are conducted before the actual construction.
The management and design companies exchange theiropinions and work to improve quality.

●Checks for various inspections (on-site inspectionsof test piles, building frame inspections, etc.) at each
stage

Completion●Reports to Customers (Building Reports)
We report the building status to customers who havepurchased a property as an initiative related to comfort.

24(Tokyo Tatemono/Design Company/
Management Company)
Structural inspection(On-site inspection with test pile,
Bar arrangement inspection,
Building frame inspection)
Interiminspection

Building Report and Construction
Status Report on the web

Framework
inspection

Construction Site Tour

Equipment inspection(Equipment Subcommittee,
Function Inspection, etc.)
Pamphlet collation inspection
Completion inspection

Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Brillia Construction Site TourIn the Brillia series, we implement construction site tours
based on the belief that this helps build comfort by providing
information to customers.
The tour guided by on-site staff explains construction andenables customers to see each stage of construction whichcannot be seen after completion. Customers have told us
these tours are easy to understand because they provide
explanations that use specific examples without technicalterminology.

On-site Tour of Framework and Concrete Walls

Brillia Aftercare Support●Brillia-certified Used Condominium Program
In transactions of used Brillia condominiums, a third-party
agency inspects the property in advance and issues acertificate to properties that satisfy the specified criteria.
Anyone can feel comfort in the sale and purchase thanks toa system to guarantee any problems after delivery for up to
five years.

In the Brillia series, we are providing a variety of services
from both hard and soft aspects so that our customers canlive comfortably from when they move in through their daily
life until they sell under the "comfort after residing" theme.
●Aftercare Support
We are providing unique periodic examinations of residents
at the 10, 15, and 20 year marks in addition to periodic
repairs every two years. We have also established theindustry’s top class long-term, five-year aftercare service
related to issues with equipment in residential facilities.

For more information about the Brillia-certified Used Condominium Program, see:www.brillia.com/brillia/promise/chuko/ (Available in Japanese Only)

Five Yearswww.brillia.jp/inquiry.html (Available in Japanese Only)

Free Residence Inspections●Value Up Service
This service provides either house cleaning, repairs,collection and disposal, tentative measurements, and theacquisition of certifications for compliance with earthquake
resistance standards for free to become the preferredchoice of customers.
By increasing property value, we support our customers inselling their properties.
For more information about the Value Up Service, see:sumai.goodnews.jp/valueup/ (Available in Japanese Only)

10-year Inspection

15-year Inspection

Visual Building Inspection (Once/Year)For more information about our Brillia Owner's Dial, see:

Periodic
Repairs●Brillia Owner’s Dial
The Brillia Owner’s Dial is a comprehensive contact window
where customers can inquire about residences and life via
a single telephone number 24 hours a day, 365 days a year.
Operators connect customers to the appropriate contact
point based on the content of their inquiry.

Three Months
One Year
Two Years

Housing
Insurance

Aftercare Support

For more information about our aftercare services, see:www.brillia.jp/support/ (Available in Japanese Only)

20-year Inspection*Free residence inspections and visual building inspections are limited
to customers who have outsourced their management operations toTokyo Tatemono Amenity Support.

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Management Quality of Brillia Condominiums
Property managers and the management company support
the daily life of customers who live in condominiums. Tokyo
Tatemono Amenity Support, which has been entrusted withthe condominium management of the Tokyo TatemonoGroup, formulated Brillia Life Support to fully support thelife of customers who live in condominiums. Six promises
have been made in Brillia Life Support to realize arefined and peaceful life, which are the brand concepts ofBrillia. We will appropriately manage the maintenance ofcondominiums, work to improve customer services andthe response of property managers, properly sustain thevalue of condominiums, which are a valuable asset of ourcustomers, and support comfortable and peaceful life.

Image of Brillia Life Support[Six Promises of Brillia Life Support]
Refined Life

Peaceful Life

Living Imagining the FutureLife Visualizing Management

Astutely Smart Living

Living Welcoming Each Day

Living Expanding Lifestyles

Life Providing Comfort

Sustain and improve the asset value of residences• Periodic free residence inspections• Repair construction for comfort conducted by the management company• Creation of long-term repair plans

Visualization of the actual state of condominium management• Visual exterior inspections• Submission of account and operational audit reports• Monthly property manager reports

Support of property managers and meticulous cleaning• Training programs at the Brillia training center(Accredited vocational training school)• Cleaning checks by supervisors

Provision of services for private areas• Housekeeping services• House cleaning• House renovations

Preparations for emergencies, crime prevention and disaster prevention• Emergency response service• Support of fire drills• Disaster prevention supplies

Support of communication events• Support of Tanabata festival/Christmas events• Brillia owners’ club
• Hosting of management association seminars

Brillia Design Award Internal Commendation System
Always improving refinement and comfort, which are brandconcepts, is indispensable to continually earn high praise
for the Brillia brand.
The Residence Business introduced the Brillia DesignAward commendation system to facilitate even greaterrefinement. This commendation system judges the designs
every year of condominiums completed each year fromJanuary to December and recognizes distinguishedproperties. In the evaluation, employees of the Tokyo
Tatemono Group evaluate condominiums focusing onwhether designs are able to realize a high level in six
items— (1) overall plan, (2) exterior, (3) approach andentrance, (4) landscape, (5) general common areas, and (6)details.
Through this commendation system, we are sharing
excellent examples to facilitate refinement of the Brillia
brand in addition to improving the awareness and motivationof employees about design.
At the Brillia Design Award 2017 (properties completed
in 2017), Brillia Towers Meguro won first prize and Brillia
THE TOWER TOKYO YAESU AVENUE won the award
for excellence. Brillia City Shakujiidai, which was highly
evaluated for the planting design, was awarded a category
award as well.

Full View and Entrance of the South Wing of Brillia Towers Meguro that Won First Prize

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Brillia Training Center for Learning and Exchange of Condominium Management
Tokyo Tatemono Amenity Support, which has a main businessin the management of condominiums, has put in place
the Brillia Training Seminar internally as a communication
measure for all people involved in condominiums.
The center, which completely updated equipment and otherparts of the facility in January 2016, is retrofitting equipment
such as the condominium management office, fire-fighting
equipment, plumbing systems and piping in addition to
conducting broad specialized training for property managers,
janitorial staff, and managers.
The center is also holding seminars that play a role inmanagement association operations such as seminars for
newly appointed chairpersons and large-scale repair work
seminars.
Moreover, Tokyo has certified the center as a vocational
training school based on the Human Resources Development
Promotion Act and nurtures new condominium property
managers through high-quality vocational training.

The training utilizes the equipment, tools, and construction materials
that are actually used

27

Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Quality and Customer Satisfaction Improvement in the Leisure BusinessRegina Resort to Relax Together with Your Beloved Dog
In recent years, pets have come to be seen as a memberof the family and the number of accommodations allowing
pets is growing. However, this is only a minimum ofallowing pets while there are only a few facilities that realize
an environment where both people and pets can feel
comfortable in the accommodations.
Regina Resort run by Tokyo Tatemono Resort always
keeps in mind guests accompanied by their beloved dogs
from the planning stage of facilities. This resort hotel isable to accommodate beloved dogs comfortably, fromfloors resistant to damage and dirt, various amenities,
private dog runs for each guest, and insurance systems forindemnification of accidental damage to facilities.
As a resort hotel, Regina Resort also brings high-quality andenhanced services in addition to creating new value as aresort where people and beloved dogs can both relax.
Currently, we have expanded to six locations in the Kanto
and Koshinetsu area.

A resort both people and their beloved dogs can enjoy(Regina Resort Kyukaruizawa shown in the picture)

Ofuro no Osama Space Offering Safety, Comfort, and Relaxation
The bath is one simple luxury rooted in Japanese culture,
and we believe providing a relaxing space helps build an
affluent society.
Ofuro no Osama run by Tokyo Tatemono Resort focuseson heightening community engagement, interaction, andcommunication as well as aiming to be a health promotion
and preventative medicine facility. We are expanding theseestablishments that combine unique bathing facilities andrestaurants to 11 branches in the southern Kanto area.
Ofuro no Osama always puts its strength into sanitation
management so that we may comfortably accommodate
customers. In addition to cleaning, sterilizing and testing
the water quality of the baths, we clean the piping threetimes per year with hydrogen peroxide. We have createda manual for each branch about sanitation management
in restaurants and conduct sanitation inspections throughspecialized external professionals.
Through these types of initiatives, we are striving to provide
a space where customers can relax in comfort.

Spacious Open-air Bath (Ofuro no Osama Oimachi shown in the picture)

Water with hydrogen peroxide is cycled to sterilize pipes

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Disaster Prevention Support
Policy and Concept
estate services, is furthering resilience against disasters inordinary times and believes providing safety and comfort
to its customers and other stakeholders is an important
responsibility.

Natural disasters such as large earthquakes and typhoons
strike frequently and threaten our way of life. As interest in
the safety of the real estate that is the foundation of living
grows, the Tokyo Tatemono Group, which provides real

Introduction of Disaster Damage Determination System to Enhance Disaster Prevention in Buildings
Image of a System to Determine the Degree of Damage

In the Office Buildings Business, we are executing not
only hard measures, such as earthquake proofing of thebuildings we own as well as enhancement of emergency
power sources, but also soft measures, such as the
distribution of disaster stockpile goods to tenants andthe installation of batteries for recharging mobile phones.
We are also strengthening initiatives that include disasterprevention measures and BCP support.
When a large earthquake hits, everyone needs to decidequickly whether to seek refuge inside or outside of
the building to ensure their safety. Buildings owned by
Tokyo Tatemono have adopted systems to determine
the deformation (degree of damage) of buildings throughmultiple sensors, which are able to rapidly confirm thesafety of the building after an earthquake strikes. Throughthe adoption of these systems, we are able to determine thesafety and danger when the next large-scale earthquake
strikes at a stage during the foreshock, even in foreshockand main shock earthquakes like the ones that hit in the
Kumamoto Earthquake.

Multiple sensors automatically calculate the vibrations that are detected
to determine the degree of damage. We adopted computers without
moving parts highly-durable to vibrations. The operation is verified
online once each day to ensure reliability.

Self-defense Fire-fighting Training and Life-saving Lectures
The Tokyo Tatemono Group works even in disasterprevention measures from a soft perspective, such as
emergency training and lectures, to increase our disaster
response capabilities in a disaster.
We are holding self-defense fire-fighting training onceor twice a year for the purpose of strengthening our
independent disaster prevention system. In this training,
we conduct practical drills while following the instructionsof the fire department, such as the initial response during
earthquakes and fires, initial fire-fighting, rescue and firstaid, transport of injured, and evacuation drills.
Furthermore, the self-defense fire-fighting squad of Tokyo
Tatemono trains on a daily basis and has taken part for
many years in the Self-Defense Fire-Fighting Drill Review
Board held by the Nihonbashi Fire Department. Our firefighting squad has won at this Review Board three years;
2006, 2012, and 2016.
In addition, 227 employees from Tokyo Tatemono and
513 employees from Tokyo Real Estate Management
have completed life-saving lectures such as first-aid (as ofDecember 31, 2017). We have been issued a certificate ofexcellence in first-aid from the Tokyo Fire Department tobecome business establishments encouraging first-aid.

Self-Defense Fire-Fighting Drill Review Board

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Index

Message from the President

FeatureEnvironmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management System

Back

Support for Stranded Commuters During Disasters
in to help in the operation of the support facility because
staff will be lacking when people are taken in due to thestandard number of building managers.
In 2017, Chuo Ward and surrounding facilities joined
forces to introduce measures such as training to broadcast
information to the Chuo Ward Disaster Prevention Map Appthat helps people understand the state of facilities open to
support stranded commuters via a smartphone.
Otemachi Tower is furthering measures such as resource
stockpiles that assume stranded commuters will be taken
into the large, spacious plaza that connects to Otemachi
Station for each subway line.

Transportation functions halt and many commuters
may become stranded when a disaster such as a major
earthquake strikes. The large-scale office buildings of theTokyo Tatemono Group have prepared support for tenants
who become stranded during their commute in addition
to entering into agreements with local municipalities andadvancing system architecture and resource stockpiles that
expect to house commuters stranded around the area.
Tokyo Square Garden participates in the Council to Support
Stranded Commuters in Chuo Ward. We have prepared amanual by assuming people to support stranded commuterswill volunteer from the stranded commuters who are taken

Disaster Prevention Measures at Brillia
The guidelines received the Good Design Award in theService Design Category in 2011 for its daily awarenessraising about disaster prevention and improving awarenessbetween residents being highly evaluated.

In accordance with the Brillia Disaster Prevention
Guidelines in the Residence Business, disaster prevention
manuals unique to each property are created, disasterprevention seminars are held, and evacuation drills as wellas life-saving lectures are given to management staff.
As measures for earthquake resistance and disastermitigation during disaster, wall bases for preventing furniturefrom falling and earthquake resistant front doors as well as
footlights during blackouts are used for occupied areas, andAEDs are available as standard equipment for communal
areas to ensure safety in multiple ways.
In addition, we are equipping each residence with Brillia
original chair-type disaster prevention backpacks that
contain items that play a role at those critical moments,
such as a multi-function radio and portable toilet.
We have also made available a warehouse to store disastergoods and stockpile items, such as manhole toilets, water
purifying plants, and power generators, in common areas
as refugee assistance measures so that residents in thecommunity help each other in times of emergencies.

Brillia original disaster prevention backpack

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