Building Value & Service Quality
Quality & Comfort
Initiative to Improve Quality Through Obtaining ISO 9001 Certification
With the aim of improving quality to comprehensively support the creation of comfortable living environments for customers, Leben Home Build and Leben Community have established a quality management system in accordance with ISO 9001, the international standard for quality management systems established by the International Organization for Standardization, and have obtained certification.
We regularly monitor and improve our management processes and revise our policies and goals as necessary to continue to provide even higher quality services.
Details of Leben Home Build's Initiatives
| On-site construction in progress |
|
|---|---|
| After delivery of the property |
|
Details of Leben Community’s Initiative
| Comprehensive condominium management |
|
|---|---|
| Condominium repair work |
|
Responsible advertising and promotional activities
タカラレーベンでは、法令に基づく適正な広告表示を徹底するため、マンション事業本部を中心に適切な運営管理体制を推進しています。
同社分譲マンションの広告宣伝においては、各物件の広告表現を確認・管理する体制を整えており、各部門が相互に連携し、景品表示法や不動産広告規約などに則って定めた社内マニュアルに沿って確認を実施しています。
また、判断が難しい表現や不確実な点が生じた場合には、必要に応じて外部専門機関に確認や相談を行うなど、客観的かつ適正な情報提供に努めています。
Initiatives for Improving Condominium Management Quality
Service Quality Management System (SQMS®)
Leben Community ensures quality using our unique service quality management system (SQMS®) to continue managing our customers’ important assets over the long term. SQMS® applies ISO 9001, an international standard for quality management systems, to condominium management. It sees condominium management as consisting of four support services (site management, financial management, asset management, and operations management) and applies the PDCA cycle to each to continuously improve quality.
Specific actions include providing feedback to the relevant departments on the opinions of condominium management association members, collected through questionnaires, which leads to improvements in the quality of a wide range of services.
SQMS® Process Chart (Service Quality Management)
Quality Philosophy and Policy
Quality philosophy
We hereby declare and state our quality management philosophy to be "Creating a safe and comfortable living environment" in the spirit of "walk the talk."
We will adopt the quality management system advocated by ISO9001 and pursue customer satisfaction and social contribution in our condominium management business under the motto of "speed, dependability, and sincerity" for all our employees.
Quality policy
We have established the following quality policy so that we can continue to provide "speed, dependability, and sincerity" services to our customers.
- We will pursue our own existence value to become an indispensable presence for our customers.
- We will provide high-quality and reliable services based on our quality standards.
- We will continuously pursue quality improvement for perennial customer satisfaction.
- We will clarify objectives and targets, and embody the spirit of "walk the talk."
- We will comply with all applicable laws, regulations, norms, rules, etc. and aim to be a corporate citizen trusted by society.
Management Structure
Quality-Related Education and Training
At Leben Community, we are working to develop personnel who understand and put into practice the principles of SQMS®. For younger employees, we offer "SQMS® Basic Concept Training" to help them grasp its core principles and key characteristics. To drive the broader adoption of SQMS® both inside and outside the company, we certify employees as SQMS® Masters and award them the SQMS® badge once they have gained sufficient hands-on experience and a deep understanding of its concepts, quality standards, and process management. This certification program began in FY2018, and to date, 13 individuals have been certified.
Since FY2022, we have extended the training program to include employees at branch and sales offices nationwide, further promoting the integration of SQMS® across the Company.
Frontman Training
Frontmen require extensive knowledge as professionals that support the operation of management associations. In order to improve the quality of service they provide, we regularly administer training to all frontmen. The goal is to provide frontmen with the skills they require to carry out their duties, through training such as debt recovery operation training led by an attorney, SQMS®-based operation mentality training, and building and equipment training.
Condominium Management Staff Training
Condominium management staff are responsible for reception, inspections, cleaning, consultation, and other duties. To maintain comfortable condominium living environments, they must not only be able to execute their duties appropriately, but also to do so with a smile on their face, speak politely, and take care of their personal appearance. By providing them feedback from residents about their day-to-day job performance, conducting regular management staff training, and periodically testing their understanding of training content, we work to thoroughly improve the quality of service they provide.
Information Shared on Near-miss Incidents
One measure we employ to maintain and enhance service quality is sharing information on near-miss incidents relating to condominium management. We use the Management Staff News, which is distributed periodically, to inform all staff members about incidents that almost led to quality-related accidents.
In addition, during company-wide service quality training, we present information on incidents which did not comply with standards occurring in the previous fiscal year and details of the responses, and this has been useful in reducing quality-related incidents.
Moreover, we have been working to protect our customers' information by providing focused information when handling personal and confidential information.
External Recognition
Ranked 3rd in the 16th Management Company Satisfaction Survey 2024
Leben Community placed third in the 16th Management Company Satisfaction Survey 2024 (Under 100,000 Units Managed Category).
The survey is conducted by Sumai Surfing, a second-opinion platform with around 310,000 members considering buying or selling condominiums. The site specializes in condominium-focused real estate information and has carried out this survey annually since 2009. Results are based on feedback from actual residents, including buyers and board chairs of large-scale condominium buildings nationwide.
The survey evaluates factors such as satisfaction and willingness to recommend regarding the responses of building staff, front desk personnel, and management companies. The ranking includes only those management companies that received a certain minimum number of responses. As a reflection of the genuine voices of residents, the results are used as a valuable reference when purchasing a condominium or selecting a management company.
We remain committed to continually enhancing our services to meet customer needs and to being a management company people can trust.
Pursuit of Safety and Security
Thorough Process Inspections
To provide housing where people can live for a long time with peace of mind, MIRARTH HOLDINGS Group conducts stringent checks at the construction stage. We put great effort into ensuring thorough quality management, with our staff regularly visiting construction sites to inspect building structures and conduct checks within the construction process of hidden areas, foundations, and finishing.
Obtaining Housing Performance Evaluation Reports
Takara Leben obtains housing performance evaluation reports from third parties designated by the Minister of Land, Infrastructure, Transport, and Tourism to provide customers with greater peace of mind regarding their residences. To obtain these reports, we acquire performance evaluations at each stage of design on topics including earthquake- and fire-resistance, degradation resistance, energy consumption, and ease of maintenance. Five or more on-site inspections are carried out during construction, and a rigorous performance evaluation must be passed at the time of completion.
Earthquake- and Fire-Resistant Structures
Earthquake-resistant construction
In the construction of condominiums, we improve earthquake resistance by adopting the most appropriate construction method for the characteristics of the subsoil and its capacity to support the foundation. This includes the use of pile foundations, where strong piles are directly driven into the ground to the supporting layer, spread footing foundations, which provide support directly using firm subsoil, and seismic isolators, which disperse earthquake energy and dampen extreme, long-period building swaying.
In the construction of detached housing, we adopt wood-frame construction, which affords a high degree of design freedom and flexibility when adding to or renovating a structure in the future, together with a panel construction method that offers high durability and safety as well as good earthquake and fire resistance. We also employ as a standard feature a mat foundation method whereby a steel-reinforced concrete slab is laid underneath the entire wood floor to support the building, establishing a strong foundation using a high-earthquake-resistance and high-durability construction method.
Exceptional Fire-Resistant Structures and Soundproofing Performance
We use highly disaster-resistant materials in the construction of condominiums. Standards for fire resistance and sound insulation performance are set by law, and the concrete thickness of the unit boundary walls (walls separating dwelling units from each other), for which fire resistance and sound insulation performance are strongly required, is secured at approximately 180mm. In addition, fire and sound insulation measures are adopted for the piping in the pipe space facing the living room.
Selection of optimal structure and equipment
Not only the interior design, such as floors, doors, and plumbing, but also the interior structure of the building, such as ceilings and piping sections in pipe spaces, is customized for each property to suit the land and the customers who live there, combining the most suitable structure and equipment.
Accident Prevention Measures
Our Group is working to prevent occupational accidents at workplaces and construction sites.
Safety and Health Patrols
Leben Home Build, which handles construction work for condominiums, is working to realize safer construction sites through safety and health patrols conducted at least once a month. We check the implementation status of safety and health management such as monthly and routine inspections and the placement of qualified personnel, and aim to raise safety awareness through safety warnings and other means.
Additionally, once a quarter, we conduct a special joint patrol by top management and partner companies. In December 2025, coinciding with the construction industry's year-end and New Year occupational accident prevention emphasis period*, representatives from six partner companies visited three construction sites to check actual construction sites and work conditions from the perspectives of daily management, site maintenance, disaster prevention, fall prevention, and mechanical accident prevention, and to encourage the implementation of countermeasures.
- * Year-End and New Year Accident Prevention Period:
A safety initiative aimed at raising awareness during the busy fiscal year-end period, when multiple construction activities often overlap due to a rise in projects nearing completion. The campaign promotes accident- and injury-free worksites heading into the new fiscal year.
Safety Conventions
当社グループでは、安全衛生管理のさらなる推進と、建設現場で働く人たちの安全衛生にかかる知識および安全に対して意識を高めることを目的として「安全大会」を開催しています。
レーベンコミュニティでは工事協力会社64社の参加のもと2025年10月に安全大会を開催し、日ごろの安全対策について講習をおこなうと共に、保険会社担当者にも登壇いただき、損害復旧業務におけるクレーム例の紹介や施工時の要点等について意見交換を実施しました。
レーベンホームビルドでは、協力会社に所属する約200名の参加のもと、2025年度大会を実施し、労働災害防止に貢献された企業様・職長様を表彰した他、安全に働ける職場環境を築くための講話を行いました。
Safety Instruction for Subcontractors
Leben Community, which handles repair work on condominiums, works with partner contractors to carry out work safely and with minimal impact on residents’ lives. When a large-scale repair project is approved at a condominium management association meeting, the company’s repair planning staff, construction supervisors, and members of a managers’ committee consisting of key construction workers gather at the site to check and review in detail the scaffolding, placement of temporary facilities (offices, restrooms, security doors, etc.), and safety measures before work begins.
Disaster Response
Crisis Management Structures in Leben Community
Leben Community has established solid crisis management structures to protect the safety and peace of mind of condominium residents.
Safety Management
Remote monitoring systems promptly alert a security company via telephone lines in the event of any abnormality in condominium facilities. If necessary, security personnel respond immediately. Through its inspections and staff training, Leben Community has established a system for responding appropriately in the event of an issue with elevators, firefighting equipment, or other emergency.
Responses to a Large-Scale Disaster
Following the occurrence of the Great East Japan Earthquake in March 2011, an emergency earthquake countermeasures headquarters was immediately established, and initial measures were promptly taken. During disaster recovery construction, we provided support from the perspectives of a management association, led by our commitment to speed, dependability, and sincerity and based on the expertise and skills we have developed through our equipment and repair experience. Following the Noto Peninsula Earthquake that occurred in January 2024, we conducted temporary inspections of common areas and responded to residents' inquiries at our managed properties in the affected areas.
Disaster Response
Disaster Preparedness Drills
Leben Community supports the safety and security of the community of residents in condominiums. It is not easy for residents, including the elderly and children, to properly use fire-fighting equipment in their condominiums or to evacuate quickly through the correct evacuation route in case of emergency. The company conducts disaster drills in cooperation with the management association as part of its safety measures.
The disaster drill held in December 2023 included evacuation drills along actual evacuation routes, hands-on instruction by an AED rental company, and on-site guidance by automatic fire alarm system maintenance and inspection company, confirmation of disaster toilet storage locations and distribution methods, and fire extinguishing drills using fire extinguishers by all participants.
HOTEL THE LEBEN OSAKA "Disaster Prevention Experience Mission Plan"
Since the occurrence of major disasters such as the Great Hanshin-Awaji Earthquake and the Great East Japan Earthquake, awareness of disaster preparedness has continued to rise. Takara Leben offers the "Disaster Prevention Experience Mission Plan," which provides families with opportunities to learn about and discuss disaster preparedness at the group's first hotel brand store, "HOTEL THE LEBEN OSAKA" (opened in March 2022). In this plan, you can spend a day in inconvenient rooms without lighting, using disaster preparedness supplies and eating preserved food to simulate a disaster experience. The guest rooms are equipped with a booklet titled "Disaster Prevention Mission 7 ~Let's Create Our Family's Disaster Prevention Rules~". By solving seven missions such as "Decide an evacuation place to gather" and "Think of disaster preparedness goods for your family," you will complete an original disaster prevention rulebook, which you can take home and use. We will actively promote local disaster preparedness and disaster prevention education for children by distributing booklets and inviting students to participate in the "Disaster Prevention Experience Mission Plan" at nearby public institutions and schools.
Dispatch of Registered Non-Life Insurance Appraisers to Disaster Areas
In cooperation with major insurance companies, Leben Community dispatched of our own appraisers from the Company to conduct a total of 24 damage appraisals for a one-month period starting from February 2024 in the Ishikawa and Toyama prefecture damaged by the 2024 Noto Peninsula Earthquake.
No other condominium management company has an appraiser on staff to perform damage appraisal and damage restoration work at the request of insurance companies, making this the first such initiative in the industry. A letter of appreciation was presented by a major insurance company in recognition of the company's significant contribution to the prompt payment of insurance claims to disaster victims.
Going forward, we will expand our business beyond condominium management to include services such as damage assessment and repair work at the request of insurance companies.