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Initiatives for Our Customers

Fundamental Approach

We are constantly working to generate new added value by offering properties that are superior in terms of safety, environmental performance, and convenience. We have established various emergency and disaster scenarios for which we have created measures to improve the structural performance of our buildings as well as operational and management aspects.

《Results in FY2015》

●Customer satisfaction: 95%

Efforts toward the Improvement in Customer Satisfaction

As office buildings, stores, and residences owned by Hulic serve as the infrastructure for customer's social activities, we are aiming to constantly improve their quality under the philosophy of providing customers security and convenience.
In order to satisfy all customers using buildings including tenants and visitors to the buildings, we thoroughly stick to meticulous quality control, careful maintenance, and security to protect assets.

Quality Control of Office Buildings

Disaster training for tenants

While property management companies conduct management work for the buildings owned by Hulic, personnel from the Hulic Group responsible for buildings conduct visits each of these property management companies once a year to inspect their management conditions. Items to be evaluated include legal compliance, inspection of building and facilities, risk management, cleanup situation, and security. By providing feedback to the property management company about improvement plans, when needed, we are taking steps in all buildings to maintain high quality.
Additionally, we systematically carry out maintenance and repair work in an effort to ensure preventative maintenance. However, when we receive complaints from customers due to a temporary breakdown in equipment and other troubles, not only personnel from the relevant property management company but also Hulic Group engineers with expertise quickly head to the customer's site. Through our early response capabilities, we provide a full support for the comfortable life of customers.
In terms of safety, persons from the Hulic Group in charge of each building travel to these buildings each year to take part in disaster training and disaster preparedness training, in order to ensure visitors are able to use the building with added peace of mind. In relation to ongoing reconstruction projects, we are working on enhanced design standards and rules in order to ensure superior quality in terms of the environment, longer service life, disaster response, and design. A check sheet or regular discussions are used to check the progress, which enables us to better management quality, including designs, structures, and facilities.

Customer Satisfaction Survey

We conduct a customer satisfaction survey once a year to ensure tenants of Hulic's office buildings (corporate tenants) are able to utilize the buildings comfortably. Survey items include matters concerning building hardware and software, and customer views on their everyday life. We check the responses of customers and then take steps to identify latent customer needs and make improvements.
As a result of the survey in fiscal year 2015, some 95% of corporate tenants were satisfied overall. This has helped us earn a highly positive reputation for our quick response to troubles and facility reinforcement for resolving issues, such as eliminating odors, as well as our systematic approach to facilities improvement (upgrading of air-conditioning and parking facilities), which leads to even greater overall satisfaction for the building.
Furthermore, responsible staff explained individually about or responded to matters requested by customers in relation to the survey items.

Hulic Uchikanda Building Receives Good Design Award 2015

Hulic Uchikanda Building, a property owned by the Company, received the Good Design Award 2015 presented by the Japan Institute of Design Promotion. This Good Design Award is a comprehensive recommendation program for design. The Hulic Uchikanda Building, originally a 53-year old office building, was given a new lease of life as a shared complex facility that combines three functions, comprising 54 rooms of shared apartments (shared lease housing), shared offices, and shared spaces. With the exception of the stores on the first floor, the part of the building that serves as a shared complex facility has been leased collectively to ReBITA Inc. (Facility name: the C). This facility became a project that sought to carve out a new residential project, transforming an office district in Tokyo from a work location to a living location. The problem of evacuation routes, which arises when converting offices to residences, was resolved through the use of “inner balconies.” This method is expected to be increasingly utilized in older office buildings in the future.

Thorough Implementation of an Earthquake Resistance Diagnosis and Seismic Reinforcement

As Japan is one of the countries where earthquakes most frequently occur, Hulic, a real estate business operator, regards earthquake countermeasures as one of the top priorities in its CSR initiatives. We believe it is our responsibility to strive to ensure earthquake-proof building safety, in order to enable tenants to conduct social activities with ease.

Earthquake Resistance Diagnosis, Reinforcement Works, and Confirmation of Validity of Structural Calculation

Seismic reinforcement
using steel brace
(Takagicho Center Building)

We diagnosed the earthquake resistance of all Hulic's properties that were built before the new earthquake resistance standards were established (※1), and almost all buildings that did not meet the earthquake resistance standards underwent seismic reinforcement.
In relation to the office buildings which were determined to require reconfirmation (※2) although constructed after the new earthquake resistance standards, we also rechecked their structural calculations to confirm the validity of their structural design.

※1 Excludes buildings with box frame type concrete construction and buildings that will be demolished.

※2 Includes office buildings for which appropriate structural calculations could not be reconfirmed. For example, if the architectural firm that implemented the structural calculation had already discontinued its business.

Proactive Adoption of Earthquake-absorbing and Earthquake-damping Structures

In order to protect human life and functions of facilities from large scale earthquakes, we have imposed high seismic capacity on newly constructed buildings. With the aim of protecting customers' lives and contributing to business continuity, we have proactively adopted an earthquake-absorbing or earthquake-damping structure which is effective at ensuring a high seismic capacity, in addition to other methods to improve the seismic capacity.

Earthquake-absorbing Structures

By separating the building from the ground with a mechanism called an isolator, seismic energy is absorbed to reduce the intensity of shaking to 10%-50% compared to other general earthquake-resistant structures. It is also a characteristic that there is hardly a difference in shaking between upper floors and lower floors. Sendai First Tower, a jointly developed building completed in Sendai where earthquakes frequently occur, is one of the few buildings with this earthquake-absorbing structure. This stance toward security has been highly admired.

Earthquake-damping Structures

With earthquake-damping materials (earthquake damper) installed inside the building, internal seismic energy is absorbed to reduce the intensity of shaking from half to one thirds compared with other general earthquake-resistant structures. In addition to the case of increasing the safety further by combining this with an earthquake-absorbing structure, we preferentially employ the earthquake-damping structure in the case that the earthquake-absorbing structure is physically unavailable due to constraints including land contours.
Hulic has incorporated this method in many properties.

Liquefaction Countermeasures

After the Great East Japan Earthquake, extensive regions including coastal areas suffered from the occurrence of liquefaction phenomena which caused leaning and sinking of buildings. According to the liquefaction map, it was found that 11 buildings owned by Hulic are located on the ground with a possibility of liquefaction.
When designing those buildings, we carefully checked the possibility of liquefaction, and implemented endurance tests as needed. As they were also constructed on a pile foundation resistant to liquefaction, it can be considered that Hulic's buildings would not be influenced by liquefaction.

Measures against Water Damage

When electric facilities, etc. are damaged by flood in a basement, the supply of power which is essential for the use of buildings may stop. We investigate the status of buildings with power receiving and transforming facilities and private power generators installed in the basement, and implement necessary flood control measures, in preparation for unexpected tsunamis.

Providing a Comprehensive Package of Business Continuity Consulting

Hulic and Sompo Japan Nipponkoa Risk Management Inc. have concluded a business tieup agreement to develop and commercialize a service for jointly supporting the business continuity planning of companies that own office buildings and other business facilities and for providing consultations regarding building and facility earthquake resistance measures. This service will be provided in a comprehensive package of business continuity consulting solutions. This arrangement fully leverages the strengths of both Hulic and Sompo Japan Nipponkoa Risk Management to provide business continuity planning support to customers that must maintain a high degree of business continuity.


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