Basic Policy on Customer Harassment

Established April 1, 2025
Village House Management Co., Ltd.
Tatsuhiko Iwamoto
Representative Director, President and CEO

♦ Introduction

Japan currently faces a significant shortage of housing for low- and middle-income residents, including senior citizens, single mothers, and foreign workers. Guided by our mission of “enriching people’s lives through better housing,” Village House provides quality, affordable homes to meet this demand and help our residents enjoy greater financial flexibility.

Unfortunately, some customers engage in conduct that constitutes customer harassment, including threats, abusive language, and unreasonable demands. Such behavior undermines the dignity of our employees, who work to provide safe, high-quality services, and damages a safe and supportive working environment.

We will continue to respond sincerely to customer feedback and requests. At the same time, we believe it is our responsibility to respect our employees’ human rights and protect every employee from customer harassment. Taking a firm stance against such conduct is essential to ensuring that we can continue providing our customers with consistently high-quality services.

♦ Definition of Customer Harassment

Based on the Corporate Manual on Measures against Customer Harassment published by Japan’s Ministry of Health, Labour and Welfare, we define customer harassment as:

“Customer demands or conduct that are unreasonable in nature, or that involve behavior considered unacceptable under generally accepted social standards—such as abusive language, violence, or threats—and that adversely affects employees’ working environment.”

Examples of customer harassment include, but are not limited to:

• Physical aggression, including assault or bodily injury
• Psychological aggression, including threats, slander, defamation, insults, or abusive language
• Unreasonable or excessive demands concerning our services, or demands unrelated to the services provided
• Unreasonably prolonged interactions or restraint of employees
• Repeated telephone calls
• Discriminatory or sexually inappropriate remarks or behavior
• Defamation or abusive posts on social media or elsewhere online
• Demands for financial compensation or an apology without legitimate grounds
• Intimidating, repeated, persistent, or excessively demanding conduct
• Other demands or conduct considered unacceptable in content or manner under generally accepted social standards

♦ Our Approach to Customer Harassment

To protect each of our employees, we may refuse or discontinue services to customers who engage in customer harassment.

If conduct is determined to be particularly serious or malicious, we will consult the police, legal counsel, or other appropriate authorities and take strict and appropriate action.

♦ Measures Taken by the Company

We will take the following measures to prevent and address customer harassment:

• Clearly communicate the company’s position through this policy and promote awareness among employees
• Establish procedures for responding to customer harassment
• Provide employees with appropriate education and training
• Establish internal systems through which employees can seek advice and report incidents