Improving Building Value and Service Quality
Providing a high-quality and comfortable space
Initiative to Improve Quality Through Obtaining ISO 9001 Certification
To comprehensively support the creation of a comfortable living environment for our customers and to improve quality, MIRARTH Architect (formerly Leben Home Build) and Leben Community have established and obtained certification for a quality management systems compliant with the international standard "ISO9001" established by the International Organization for Standardization.
We regularly monitor and improve our management processes and revise our policies and goals as necessary to continue to provide even higher quality services.
MIRARTH Architect (Former Leben Home Build) Initiatives
| On-site construction in progress |
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| After delivery of the property |
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Details of Leben Community’s Initiative
| Comprehensive condominium management service |
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| Condominium repair work service |
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Responsible Advertising and Promotional Activities
Takara Leben is promoting an appropriate operational management system centered on the Condominium Business Headquarters to thoroughly enforce proper advertising representations in accordance with laws and regulations.
For advertising and promotion of the company's condominiums for sale, we have established a system to review and manage the advertising representations of each property. Each department of the Condominium Business Headquarters collaborates with each other and checks advertising representations according to internal manuals established in accordance with the Act against Unjustifiable Premiums and Misleading Representations, real estate advertising regulations, and other regulations.
Furthermore, when expressions or uncertainties arise, we strive to provide accurate and honest information to our customers by consulting with external specialized organizations such as the Real Estate Fair Trade Council as needed.
Initiatives for Improving Condominium Management Quality
Service Quality Management System (SQMS®)
Leben Community promotes quality using our unique service quality management system (SQMS®) to continue managing our customers’ important assets over the long term. SQMS®, which adapts the international quality management system standard “ISO 9001” to the condominium management industry, views condominium management as four supporting services (on-site management, financial management, asset management, and operational management). By continuously running the PDCA cycle for each of these services, it aims to achieve ongoing quality improvement.
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 is 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 SQMS® training program to include employees at branch and sales offices nationwide, aiming for further adoption of SQMS® across the Company.
Frontline Staff Training
To improve the service quality of our frontline staff, who are required to possess extensive knowledge as professionals supporting the management of condominium associations, we regularly conduct training for all frontline staff. The goal is for frontline staff acquire all the skills required to carry out their duties, through training such as “debt recovery operation training led by an attorney,” “SQMS®-based operation awareness training,” and “building and equipment-related training.”
Condominium Management Staff Training
Condominium management staff, who are responsible for reception, inspection patrols, cleaning, resident consultation, are required not only to perform their duties appropriately but also to be mindful of their smiles, language, and personal grooming in order to maintain a comfortable condominium living environment. 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 introduce case studies of nonconformities from the previous year along with the corrective actions taken, thereby helping to reduce quality-related incidents.
Moreover, we have actively communicated information with specific focus on the handling of personal and confidential information, to protect our customers’ information.
External Recognition
Ranked 3rd in the 16th Management Company Satisfaction Survey 2024
Leben Community ranked 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. Conducted continuously since 2009, this survey is based on questionnaires that gather feedback from actual residents, including condominium buyers and board presidents of large-scale condominiums nationwide.
The survey evaluates factors such as satisfaction and willingness to recommend regarding the responses concerning “building management staff,” “frontline staff,” 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 at various stages of the construction process, focusing on 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 structure
In the construction of condominiums, we enhance earthquake resistance by adopting the most appropriate foundation method tailored to the soil characteristics and bearing capacity of the ground. This includes the use of "pile foundations," where strong piles are anchored deep into the ground to reach the supporting layer; "spread footing foundations," which rest directly on 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 and disaster 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 applied to 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
At MIRARTH Architect (formerly Leben Home Build), which handles condominium construction and related work, we are 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 campaign period, 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
Our Group holds a "Safety Convention" in order to further promote occupational health and safety management and raise awareness and knowledge regarding health and safety among those working at construction sites.
In June 2024, Leben Community hosted a convention with the participation of 24 partner construction companies, during which lectures were given on daily safety measures. A representative from an insurance company also took the stage to introduce examples of claims related to damage restoration work and to exchange opinions on key points during construction.
MIRARTH Architect (formerly Leben Home Build), with about 200 participants from partner companies, held the FY2025 convention, recognizing companies and foremen who contributed to the prevention of occupational accidents, and giving talks on building a safe workplace environment.
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 each 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 Make Disaster Prevention Rules for Your Home". By solving seven missions such as "Decide on an evacuation site to meet" 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 the Ishikawa and Toyama prefectures affected by the 2024 Noto Peninsula Earthquake, Leben Community collaborated with major insurance companies to dispatch its own appraisers for a one-month period starting in February 2024, completing a total of 24 damage assessments.
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.