Social Cooperation with Property Managers (PMs) and Building Managers (BMs)
Promoting ESG Initiatives Among PMs/BMs
We believe that setting standards for the entire supply chain is an effective way to promote ESG, and we are working with the property managers (PM) and building managers (BM) among our business partners to implement these standards.
ESG Guidelines for Procurement and Other Transactions
OAM aims to create a sustainable society, as stipulated in the ESG Policy, through its asset management. To this end, “ESG guidelines for Procurement and Other Transactions” were established to rigorously ensure that property managers (PMs) and other business partners take into account the environmental and social norms during procurement and other transactions.
PM Contract Including ESG Consideration Clause
OJR has entered into property management agreements with some property managers that include ESG consideration clauses. As of April 1, 2025, Approximately 97.5% of our properties are covered by contracts that contain such clauses.
ESG Training for PMs
OJR conducts training sessions to enhance understanding of how to implement better property management from an ESG perspective through specific collaborative efforts with OJR and OAM.
Ensuring ESG-Related Measures from Business Partners
OJR evaluates the following ESG-related measures for each business partner during the execution of outsourcing contracts and conducts a reassessment annually thereafter, in addition to assessing their management capability and service quality. We also monitor PMs/BMs annually for compliance with laws and the quality of their services.
| Measures on environmental issues (E) | Awareness of energy conservation and reduction of environmental load, including reduction of energy consumption and waste |
|---|---|
| Priority on environment and health friendly products and service procurement | |
| Formulation of policies and establishment of systems for environmental friendliness and energy conservation | |
| Measures on social issues (S) | Respect for basic human rights |
| Consideration of occupational health and safety in workplaces | |
| Elimination of human rights violations, including unfair discrimination,forced labor and child labor | |
| Measures on governance (G) | Compliance with all laws and regulations and internal company rules |
| Conduct with a strong sense of ethics |
PM Awards
OAM selects PMs (departments and individuals) who have made exceptional efforts and presents them with the PM Award for each fiscal period for OJR. This is a way to express our gratitude to the PMs, who work with us daily and is part of our efforts to improve relationships with the PMs and maintain good performance.
Customer (Tenant) Satisfaction Survey
OJR conducts a yearly satisfaction survey to ensure operational management aims to improve customer satisfaction. To ensure fairness, we hire a third-party organization to conduct this survey. The survey was divided into two categories: hard aspects, such as buildings and facilities, and soft aspects, including cleaning and the responses of PMs and BMs across most properties. Starting in FY2022, we included Net Promoter Score questions in the survey and conducted a questionnaire that categorized importance and satisfaction into four levels.
| Subjects | Satisfaction Level | |
|---|---|---|
| 2024 | Approx. 2,970 tenants in 24 residential properties nationwide | 89% |
| 2023 | Approx. 940 tenants in 85 offices, commercial facilities, and hotels nationwide | 91% |
| 2022 | Approx. 1,010 tenants in 99 offices, commercial facilities, and hotels nationwide | 92% |
| 2021 | Approx. 670 tenants in 55 offices nationwide | 90% |
| 2020 | Approx. 600 tenants in 53 offices nationwide | 87% |
Improvement Process
We share survey results with PMs and BMs, then identify issues and consider countermeasures. For example, we carried out equipment repairs in response to a concern about air conditioning and conducted exterior construction work to expand parking spaces in response to complaints about parking shortages. We have also addressed requests for lighting and cleaning. Implementing measures in partnership with PMs and BMs helps us improve the detailed services in our daily operations as well as the environment.