Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemSafety & Security Initiatives
Improving Quality and Customer Satisfaction
Policy and Concept
designs for the purpose of realizing usability for a diverse
range of customers, including the elderly and persons withdisabilities. Moreover, we have introduced various systems
that reflect customer feedback into our business activities aswell as strive to further enhance quality from the customer
perspective and improve the satisfaction of our customers.

The Tokyo Tatemono Group believes attention to not only
quality from hard aspects such as buildings but also soft
aspects such as the services provided to customers in
addition to enhancing customer satisfaction are the sourceof corporate competitiveness.
Therefore, the offices and residences developed by the
Tokyo Tatemono Group adopt barrier free and universal

Improving Quality and Customer Satisfaction in the Office Buildings Business
Philosophy of Human Building
We instill this concept deeply in the people who work in
the Office Buildings Business and have defined the Ideals(Target) and Five Actions (Code of Conduct) valued every
day in our work according to the Human Building concept tofurther drive our efforts.

The Office Buildings Business engages in a wide range ofinitiatives under the concept of Human Building—People
are always in the middle so that the customers who areusing our buildings feel safety, security and comfort from not
only the hard aspect of quality but also the soft and service
aspects.

Improvement Founded in Customer Satisfaction Surveys
Renovations of a Restroom Leveraging Customer
Feedback

In the Office Buildings Business, we are conducting
customer satisfaction surveys once every year for thetenants 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.

27

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemHuman Building Competition to Realize the Safety, Security and Comfort of Our Customers
The Tokyo Tatemono Group holds the Human Building
Competition annually as an event to facilitate informational
sharing and communication in which every company
involved with the Office Buildings Business participates.
Roughly 500 people participated in the eighth competition
held in February 2018.
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 andcommemorate many excellent examples that embody the
Human Building philosophy 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.

Human Building competition

Good Job Idea Competition to Strengthen On-site Capabilities
office, and Project Management (PM) business andcollected 301 examples in fiscal 2018.
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 awareness about "kaizen (betterment)"
by gathering together many "kaizen activities" conductedat each workplace on a dedicated sheet in addition toenhancing on-site capabilities and improving customer
satisfaction by sharing those efforts.
We select and commemorate relevant proposals eachquarter on-site, such as at each Group branch, branch

Renewal of Commercial Complexes Incorporating Feedback from Mothers Raising Children
Kids Space• Setup of play areas by age taking into account safety• Installation of sufficient benches for guardians

The SMARK Isezaki commercial complex has beenrenewed to enhance the environmental performance of the
facility as it celebrated its tenth anniversary in November
2018. When thinking about the renewal, we launched the[Hapimama PLUS] project to listen to and achieve ideas
from the mothers raising children who are the core SMARK
customer base. We talked directly with mothers who areraising children to hear their ideas and desires, and thenreflected those ideas and desires in the renewal to create aplace to spend time comfortably and safely.
●Examples of Ideas Realized Through the [Hapimama
PLUS] Project
Food Court• Booth seating to easily use with strollers• A space with a raised floor to take off your shoes and relax• A storage space dedicated to strollers• Installation of DVD monitors
BABY ROOM• Installation of garbage cans for each diaper changing station• Installation of milk preparation stations

Side Parking Spaces for Mothers
Installation of wide parking spaces for children to get in and out ofvehicles safely

28

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemQuality 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

Steadfast in Comprehensive Quality Management
Quality Management until Completion

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

DesignEnvironmental measures for land/
ground survey/noise measurement●Acquisition of the ISO9001 International Quality
Standards●Use of the Housing Performance Indication System●Quality Checklist with Roughly 1000 Item
We have put in place detailed regulations for architecture,
construction, and facilities and operate in accordance withthis checklist.
●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.) ateach stage●Reports to Customers (Building Reports)
We report the building status to customers who havepurchased a property as an initiative related to comfort.

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

Completion

Construction

Ground-breaking

Quality Discussion

29(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

Brillia Construction
Site Tour

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

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemBrillia 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 and enables customers to seeeach stage of construction which cannot be seen after
completion. Customers have told us these tours are easy
to understand because they provide explanations that use
specific examples without technical terminology.

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
can live 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:
http://sumikae.ttfuhan.co.jp/sell/nintei_chuko/ (Available in Japanese Only)

http://brillia.jp/support/ (Available in Japanese Only)

Three Months
One Year
Two Years

Five Years

For more information about our Brillia Owner's Dial, see:Free Residence Inspections

http://brillia.jp/support/owners_dial/ (Available in Japanese Only)●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 in selling their properties.
For more information about the Value Up Service, see:
http://sumikae.ttfuhan.co.jp/sell/valueup/ (Available in Japanese Only)

10-year Inspection

15-year Inspection

Visual Building Inspection (Once/Year)●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.

Periodic
Repairs

For more information about our aftercare services, see:

Housing
Insurance

Aftercare Support

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

30

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemManagement 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
the life of customers who live in condominiums. Six
promises have been made in Brillia Life Support to realizea refined and peaceful life, which are the brand conceptsof Brillia. We will appropriately manage the maintenance ofcondominiums, work to improve customer services and the
response of property managers, properly sustain the value ofcondominiums, which are a valuable asset of our customers,
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 Training Center for Learning and Exchange of Condominium Management
Tokyo Tatemono Amenity Support, which conducts the
management of condominiums, has set up the Brillia
Training Center to improve the skill and educate mangers
about the management operations of 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

Level of Brillia Customer Satisfaction
Brillia earned the top ranking for the second consecutive
year in the 2018 Oricon Customer Satisfaction Survey on
New Metropolitan Condominiums. This survey determined
the rankings based on 5,896 answers from people who
actually purchased a new condominium within the last
11 years. In terms of the ranking by each item of the survey,

Brillia earned the top ranking in location, structure anddesign of the condominium, structure and design of the unit,
systems in the unit, common facilities, and a reasonable
price while earning the second spot in the provision of
information, aftercare services and pre-delivery inspections.
31Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemBrillia Renovations
We provide services in the Brillia brand for reforms, repairs
and renovations of the living space tailored to shifts inthe lifestyles of our customers. Brillia Renovations is arenovation plan to provide safety and comfort to daily
lifestyles by offering original Brillia equipment specifications
while living up to quality standards even as households age
over time.
Customers are able to choose from two different
renovations plans from a clear pricing system. Updating theinterior and equipment without changing the layout of theresidence can provide a basic renovation to enhance thespace and functionality while renewing everything from thepiping to the floor plan can provide a skeleton renovation
to enhance even the performance hidden throughout theresidence.
Brillia Renovations provides the same aftercare service toensure the same long-term assurances as the standards for
new Brillia construction (two-year interior warranty/five-year
system warranty) to sustain the Brillia quality and support
the peace-of-mind of residence living in the home.

BeforeAfter
Example Before/After Renovation (Skeleton Renovation) Revised Floor
Plan for Spacious Living Space Free of Partition Walls

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 2018 (properties completed in2018), Brillia Shinagwa-Togoshi Parks won first prize andBrillia Oyama Park Front won the award for excellence.
Brillia Shinagawa Canal Side, which was highly evaluatedfor the level of refinement in the daily flow of traffic, wasawarded a category award as well.

Exterior and Entrance ofFirst Prize Winner Brillia
Shinagawa-Togoshi Parks

32

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemQuality 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.
In 2018, Regina Resort Biwa Lake Nagahama, Regina
Resort Kamogawa, and Regina Resort Hakone
Sengokuhara newly opened and the total number of resorts
became nine in the Kanto Koshinestu area.

Regina Resort Kamogawa is the first Regina Resort to have a dog
fitness area. It offers fitness programs such as river pool and tread millfor dogs.

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 10 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

33

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
SystemDisaster 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. This system collects and stores
all of the seismic information that occurs after installation and provides
functionality to automatically calculate the cumulative damage of thebuilding structure. Even in an earthquake that strikes with multiple large
ongoing foreshocks and earthquakes, the system can determine thelevel of safety by predicting an earthquake according to the foreshocks.

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 the last five years.
In addition, 277 employees from Tokyo Tatemono and
526 employees from Tokyo Real Estate Management
have completed life-saving lectures such as first-aid (as ofDecember 31, 2018). 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

34

Index

Message from the President

FeatureCorporate Philosophy
and CSR

Environmental Initiatives

Safety & Security Initiatives

Responding to Social Change

Community Involvement

Utilization of Human
Resource Assets

Improving Management
System

Support for Stranded Commuters During Disasters
manual by assuming people to support stranded commuterswill volunteer from the stranded commuters who are taken
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.
Otemachi Tower is engaged in 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 a

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.

Disaster Prevention Training at Brillia Bunkyo Edogawabashi

Concluding an Agreement to Provide Facilities at Ofuro no Osama in the Event of an Emergency
Ofuro no Osama bathing facilities cultivated by Tokyo
Tatemono Resort aims to be a soothing place that must
exist while rooted first and foremost in the community. Asa means to this end, Ofuro no Osama has concluded anagreement on use of the bathing facilities in the event of an
emergency with Ayase City and Ebina City.
In the event a large earthquake or disaster strikes, thisagreement provides the Ebina, Kozashibuya Ekimae andSeya branches that neighbor Ayase City and Ebina City as
bathing facilities to anyone afflicted by the disaster.

Ayase Mayor Masayoshi Koshio (Left)
Representative Director and Chief Executive Officer (at the time)
Shuichiro Koshimizu (Right)

35