Initiatives for Our Customers
We are constantly working to generate new added value by offering properties that are superior in terms of safety, environmental performance, and convenience.
In addition, 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 of buildings.
《Results in FY2016》
Customer satisfaction: 96%
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 who use our buildings including tenants and visitors to the buildings, we thoroughly stick to meticulous quality control, careful maintenance, and security to protect assets.
All Hulic’s buildings are built with consideration of barrier-free design to provide security and convenience for users.
Holding regular management status reporting meetings with property management companies
Hulic regularly holds property management status reporting meetings with outsourced property management companies to check the implementation status of management work, including conformity to laws and regulations, and receive reports on various problems related to buildings, including the results of measures to fix defects that have occurred in buildings. In this way, we are promoting the maintenance and improvement of quality, as well as unifying the quality of overall property management and operation services.
Quality evaluation for management companies
Each year, Hulic evaluates the implementation status of management work and provides management companies with feedback to improve and unify the quality of their work. We use the results of evaluations as information to decide whether to continue to entrust management work with the current property management companies in accordance with the rules for real estate outsourcing management.
＜Specific primary evaluation items＞
- Confirm to check if maintenance work for buildings and facilities, including conformity to legal requirements applicable to buildings, has been performed systematically and thoroughly without omissions as stipulated in the contract.
- Confirm the status of legal compliance, including the status of renewing the verification due date of measuring instruments, etc. and submission of mandatory inspection results reports to the competent regulatory authorities.
- Confirm that defects occurring unexpectedly, including those pointed out during the legal inspection, have been fixed without delay.
Systematic implementation of preventive maintenance of buildings and facilities
We systematically renovate and upgrade buildings and facilities every year, including statutory improvements to builidings and facilities, proactive renovations to ensure energy-saving/up-to-date facilities, and implementing extensive preventative maintenance work before defects occur in buildings and facilities, with the aim of providing a safe, secure, and confortable work environment for tenants.
Customer Satisfaction Survey
We conduct a customer satisfaction survey once a year to ensure tenants of Hulic’s properties (corporate tenants) are able to use the buildings comfortably. Survey items include matters concerning building hardware and software, and things customers have noticed while using our buidings on a daily basis. We check the responses of customers, and then take steps to identify latent customer needs and make improvements accordingly. The survey conducted in fiscal year 2016 showed that approximately 96% of corporate tenants were satisfied with our buildings overall. The high levels of tenant satisfaction of the overall building and facilities reflects our systematic facility reinforcement and quick responses to problems. In addition, responsible staff individually explained matters requested by customers in relation to the survey items or responded to them.
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. We believe it is our responsibility to strive to ensure earth quake-proof building safety, in order to enable tenants to conduct social activities with ease.
Earth quake Resistance Diagnosis, Reinforcement Works, and Confirmation of Validity of Structural Calculation
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 resis tance s tandards , 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.
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.
By isolating 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. Another feature of this structure is that how a building shakes during an earthquake does not differ significantly between upper floors and lower floors of the building. Sendai First Tower, a jointly developed building completed in Sendai where earthquakes occur frequently, is one of the few buildings with this earthquake-absorbing structure. Our stance toward ensuring safety is highly evaluated.
With earthquake-damping materials (earthquake damper) installed inside the building, internal seismic energy is absorbed to reducethe intensity of shaking from half to one thirds compared with othergeneral earthquake-resistant structures. In addition to the case of increasing the safety further by combining this with a earthquake-absorbing structure, we preferentially employ the earthquake-damping structure in the case that the earthquake-absorbing structureis physically unavailable due to constraints including land contours. Hulic has incorporated this method in many properties.
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.
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.
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.
Hulic has set out the principle of “treating clients faithfully and kindly, listening to their requests with sincerity and providing sophisticated, efficient, and high-quality services” in the Basic Principles of Corporate Conduct and endeavors to build positive relationships with clients. In addition, we obtain the necessary permits and licenses for conducting business operations and comply with matters stipulated by various business laws and regulations.
With regard to important company information, we aim to disclose information with accuracy based on the facts, and in a way that is easy to understand in accordance with the rules for disclosure control. Furthermore, we disseminate information through various media by creating a company website, publishing press releases in a timely manner, and setting up signboards at train stations, with the aim of fostering a feeling of familiarity with our company widely among the public.
Initiatives for Tourism Business
Accommodation facilities (number of properties owned) as of December 31, 2016: 11
We have positioned the tourism business as a growth sector, and are working to promote and develop the business to meet various needs.
Case study 1: Developing THE GATE HOTEL brand
THE GATE HOTEL KAMINARIMON by HULIC, which opened in 2012 and is directly operated by Hulic, has been awarded one star in the Michelin Guide for five consecutive years since 2013 and thus stable operation has been secured. We are currently developing THE GATE HOTEL TOKYO in the Ginza/Yurakucho district; a Hulic’s priority area. We aim to create a hotel that is highly evaluated by everyone.
Case study 2: Acquiring and developing luxury hot spring inns
Amid growing demand for personal travel, Hulic is promoting the acquisition and development of luxury hot spring inns. We acquired Hakone Suishoen and Atami Fufu in 2015, and ATAMI Kai-Ho-Rou in 2016. We have also begun to work on a development plan for the Lake Kawaguchi Fufu (tentative name) (with completion scheduled in 2018).
Initiatives for the Senior Business
Number of senior facilities owned by Hulic) as of December 31, 2016: 20
Hulic is striving to respond to an aging population by developing and making investments in senior facilities centering on senior residences, and expanding our business to hospital development for warehousing and the medical sector through CRE.
In 2016, we completed construction of Hospitalment Itabashi Tokiwadai (senior residence) and acquired Life Commune Tsutsujigaoka, Life Commune Hayama, and Asakusa Care Park Soyokaze (all are senior residences). In 2017, we acquired Medical Home Granda Okamoto (senior residence) and completed construction of Hulic Chofu (senior residence), and are scheduled to complete the Nippon Sport Science Univ. annex PJ (tentative name). This development project for the effective use of real estate involves leasing the former site of Educational Foundation of Nippon Sport Science University Group’s Fukasawa Women’s Dormitory for a period of 60 years to build and operate facilities that will be used for the university’s educational research and to contribute to the local community. Under this project, a senior residence, a day-care center, and an outpatient clinic will be constructed.
- Concept of CSR
- Special Feature/CO2 Emissions Reduction Plan and Road Map for 2030
- Environmental Initiatives
- Environmental Management
- Climate Change Countermeasures
- Waste Countermeasures
- Biodiversity/Encouraging Greening
- Initiatives for Our Customers
- Initiatives for Our Employees
- Initiatives in the Local Community
- Initiatives for Our Business Partners
- Initiatives for Our Shareholders and Investors
- Corporate Governance
- External Evaluation
- ESG Areas Index/GRI Content Index
- CSR Report Download