Village House Tenant Inquiries, Online Requests and FAQ

Please submit your request through Resident Request Form under "E-1 Issuance of Rent Certificate and Other Documents."

If the scheduled direct debit date falls on a day when the financial institution is closed, the withdrawal will take place on the next business day.

The timing of the direct debit withdrawal varies depending on the financial institution.

Please submit your request via the "Tenant Application Forms" section on our website—specifically form "G-5: Rent Payment Account Change"
* Changes are only permitted to an account held in the same name as the contract holder.
* We cannot accept requests to change the payment account to one held in a different name.

If you wish to change the scheduled date for the automatic bank withdrawal of your rent, please contact us via email through our website. We will review your request and provide further information.

Rental rates are subject to change based on a comprehensive assessment of the property's occupancy status, prevailing market rents for similar properties in the area, and other factors.

We do not accept negotiations for rent reductions.

We do not accept credit card payments.

We do not issue refunds for any excess amounts transferred by mistake.
Any surplus will be applied toward rent or other charges for the following month(s) before the direct debit is processed.
Additionally, if there are any outstanding rent or other charges from the past, the surplus will be applied to them in chronological order, starting with the oldest. Please note this in advance.

Bank transfer fees are to be borne by the contract holder.

We do not issue receipts. Please note this in advance.
If you require a rent certificate, please submit a request via the Tenant Application Form (specifically "E-1: Issuance of Rent Certificate and Other Documents").

We do not accept installment payments. We appreciate your understanding.

In the event of a late payment, a late payment penalty will be charged on the outstanding amount at an annual rate of 14.6%.

The penalty amount will be finalized after payment is made and billed together with the subsequent month's rent.
Please ensure your account has sufficient funds, as the penalty will be debited along with the rent during the next scheduled direct debit.

Arrears cannot be collected via direct debit along with the following month's rent.
You must transfer the outstanding amount to the designated account.
For details regarding payment methods, please contact us via email through our website or call the rent inquiry hotline at 0120-835-566.

Please contact us via email through our website or call the rent inquiry hotline at 0120-835-566.
Please note that your payment and the issuance of a payment reminder notice may cross in transit. Thank you for your understanding.

Yes. Fire insurance is required when signing a new lease agreement.

To protect you in the event of a fire or other unforeseen incidents, all residents are required to enroll in fire insurance.

No. There is no designated insurance company.

As an insurance agent, Village House offers "Sumai Plus", a comprehensive insurance plan for rental residents. For ease of enrollment and coverage benefits, Village House recommends joining Sumai Plus.
If you would like to enroll, please submit your application through Resident Request Form under "F-1 Fire Insurance Enrollment."
For details, see the Sumai Plus overview (Japanese, PDF).

If you are enrolled in Sumai Plus, the comprehensive insurance plan offered by Village House, please contact the Starts Insurance Accident Hotline at 0120-444-248 (available 24 hours a day, 365 days a year).
If you are enrolled in a fire insurance policy other than Sumai Plus, please contact your insurance provider directly for assistance.

If you are enrolled in Sumai Plus, the comprehensive insurance plan offered by Village House, and have agreed to the special provision for premium payments via group collection, the insurance premium will be automatically deducted from your rent payment account on the 27th of the renewal month (or the next business day if the 27th falls on a weekend or public holiday).
-The insurance premium will be deducted on the 27th of the renewal month (or the next business day if applicable), regardless of your rent payment date.
-The insurance premium is deducted separately from your rent.

If you are enrolled in Sumai Plus, the comprehensive insurance plan offered by Village House, the insurance premium will be deducted on the 27th of the renewal month (or the next business day if the 27th falls on a weekend or public holiday).
If the payment cannot be processed, we will attempt to deduct the premium again on the 27th of the month following the renewal month (or the next business day if applicable).
If the payment cannot be processed again in the month following the renewal month, your insurance policy will lapse and you will need to submit a new application for coverage.

If you would like to enroll in or switch to Sumai Plus, the comprehensive insurance plan for rental residents offered by Village House, please submit your application through Resident Request Form under "F-1 Fire Insurance Enrollment."

Please check the form for details regarding the required documents and application procedures.
The required documents may vary depending on your contract status.

If you are enrolled in Sumai Plus, the comprehensive insurance plan for rental residents offered by Village House, please contact Starts Insurance Co., Ltd. at 0120-444-605 (Weekdays, 9:00 AM to 5:00 PM).
You may also view your Policy Confirmation Statement through the Sumai Plus Policyholder My Page, which can be used in place of an insurance certificate.

If you are enrolled in Sumai Plus, the comprehensive insurance plan for rental residents offered by Village House, you can reset your password by selecting "Forgot Your Password?" on the Sumai Plus Policyholder My Page login screen.
You may also choose authentication via a phone call, which does not require an ID or password. However, this option is not available for corporate contracts or customers with multiple policies. Please refer to the My Page for details.

If you are enrolled in Sumai Plus, the comprehensive insurance plan offered by Village House, you do not need to submit your insurance policy or insurance certificate after renewal.
If you are enrolled in a fire insurance policy other than Sumai Plus, you are required to submit your insurance policy or insurance certificate each time your policy is renewed.
Please complete the procedure through Resident Request Form under "F-2 Submission of Fire Insurance Policy."

If you are enrolled in Sumai Plus, the comprehensive rental insurance plan offered by Village House, you must complete the cancellation procedure yourself through the Sumai Plus Policyholder My Page or by contacting Starts Insurance Co., Ltd.
If you are enrolled in a fire insurance policy other than Sumai Plus, please contact your insurance provider directly regarding cancellation procedures.
Please note that you are required to maintain fire insurance coverage until your lease termination date.
Starts Insurance Co., Ltd. Contact Center: 0120-444-605 (Weekdays, 9:00 AM to 5:00 PM)

Since each apartment requires a separate application, a new lease agreement and move-in costs will apply. Please check the details during the application process.

For details regarding the termination procedure and required information, please see the termination process guide (PDF).

The earliest termination date depends on the terms of your contract.
For details, please refer to the 「契約満了予告期間に関する事項」 section of your lease agreement.

Please submit your application through the Application Forms for Residents「B-1 Move-Out」.
※Please check the form for details regarding the required documents and other requirements.

Please submit your application through the Application Forms for Residents under「C-3 Parking Space Termination」.
※Please check the form for details regarding the required documents and other requirements.

Regarding the termination procedure in the event of the contract holder's passing, please have an eligible heir contact our inquiry desk at（0120-835-566）.

If you wish to have a representative present during the move-out inspection, please contact the inquiry desk（0120-835-566）.

Please have cash available so that any restoration costs, if applicable, can be settled on-site.
※If a representative is to attend the move-out inspection and you are submitting a paper power of attorney, please bring the original power of attorney and an identification document.
※Please hand the original power of attorney to the housing representative (apartment manager) on the day of the inspection.

Please arrange the cancellation of services that you have contracted directly with, such as electricity, gas, and internet providers.
※For properties where water charges are paid to Village House, there is no need to arrange for water service disconnection.

Changes to the termination date or cancellation of the termination request are not permitted.
Thank you for your understanding.

The rent for the month of termination will be calculated on a prorated basis.
※If your lease is on a rent prepayment basis, the full rent for the move-out month may be deducted temporarily. In such cases, the adjustment will be made during the final settlement.

Depending on the terms of your contract, charges such as an early termination fee, cleaning fee, and restoration costs may apply. Please refer to your lease agreement for details.

Restoration costs are determined after the condition of the room has been inspected during the move-out inspection. Therefore, they cannot be provided in advance.

Thank you for your understanding.

A cleaning fee will apply. The cleaning fee will be charged in accordance with the terms of your lease agreement.

If an early termination penalty applies, it will be charged in accordance with the special provisions of your lease agreement, depending on your contract terms.
For details, please refer to your lease agreement.

The security deposit will be settled against any move-out related charges after the move-out date. If there is any remaining balance, it will be refunded.
Please refer to the final settlement statement sent after the move-out date for details of the settlement.

Payments associated with the lease termination are handled as follows:
① A settlement statement will be sent after the termination request is submitted. Please transfer the required amount to the designated account by the payment due date listed on the statement.
② If any costs for restoring the property to its original condition arise during the move-out inspection, payment must be made in cash on-site.
③ A final settlement statement will be sent after the termination date. If payment is required, please transfer the amount to the designated account by the payment due date listed on the statement.

Please contact the respective service providers directly to cancel any contracts you hold personally, such as internet service, utilities (electricity, gas, water), and fire insurance.

If you are unable to contact a resident and are concerned about their safety, please consult the police first.
As Village House does not possess a master key, we are unable to unlock the unit or conduct welfare checks. We ask for your understanding in this matter.

If your water bill has increased, please first contact your water utility provider.
If you suspect a water leak, please submit a request via the Tenant Request Form under "A-1 Repairs/Maintenance.

Please submit your request via the Tenant Application Form (A-1 Repair and Maintenance).

Please submit your request via the Tenant Application Form (A-1 Repair and Maintenance).

You may use LED bulbs in lighting fixtures designed for LEDs.
However, we do not permit the installation of LED bulbs in fixtures designed for fluorescent lights, as this may pose a risk of overheating or fire depending on the equipment.
Please note this in advance.
For details regarding the replacement of lighting fixtures or plugs, please contact us via email through our website or call our lifestyle-related inquiries hotline at 0120-835-566."

Please contact your electricity provider to confirm the details.

Please contact your electricity provider to request a reduction in amperage.

The amperage for each unit is pre-set and cannot be changed.
Please note this in advance.

Village House does not hold master keys; therefore, if you lose your key, you must arrange for a locksmith yourself and cover the associated costs.
Additionally, you may be required to pay for restoration costs upon moving out.
Please note this in advance.

We will verify whether a lock replacement is possible, so please contact us via email through our website or call our lifestyle-related inquiries hotline at 0120-835-566.

We will verify whether a lock replacement is possible, so please contact us via email through our website or call our lifestyle-related inquiries hotline at 0120-835-566.

Rooms and balconies are not cleaned regularly. Residents are requested to do their own cleaning.
Thank you for your understanding.

For CATV/BS contracts, please contact your desired service provider.
When installing the BS antenna on a balcony, be sure to use protective cushioning material to prevent scratches on the handrail.

We do not rent furniture or home appliances.
*Excludes some corporate contracts.

Please note that the use of unvented paraffin heaters and oil-fired space heaters is not permitted. Thank you for your understanding.

Yes, these appliances may be used.
Please note that unvented paraffin heaters and oil-fired heaters are not permitted.
Thank you for your understanding.

Please refer to the water drainage guide

Please check your contract (specifically the section titled "7. Infrastructure/Utilities" in the move-in guide or the Explanation of Important Matters) for the contact information of your electricity and gas suppliers.

Please note that if you have personally changed your utility providers, we are unable to provide information regarding them.

You may switch your electricity and gas (excluding propane gas) providers to a company of your choice.
If you wish to make a change, please handle the necessary procedures yourself.

Please contact your preferred service provider regarding internet contracts or applications.
Please note that the status of internet line installation varies depending on the property.
For details, please contact us via email through our website or call our lifestyle-related inquiries hotline at 0120-835-566.

We can provide information regarding internet connections, service providers, and electricity companies. Please contact us at the numbers below:
・For contracts under an individual or corporate name: 0120-559-778
・For foreign nationals with contracts under an individual name: 0800-600-0697

If you wish to arrange internet line installation work, please contact us via email through our website, or contact our lifestyle-related inquiries hotline (0120-835-566).

Please note that drilling holes into the building is not permitted. Thank you for your understanding.

Please contact your service provider.

If installation work for services such as an internet connection has been performed, the property must be restored to its original condition; therefore, please arrange for the service provider to remove the connection lines before you move out.

Please contact us via email through our website, or contact the lifestyle-related inquiries hotline (0120-835-566).

To allow as many residents and visitors as possible to use the visitor parking spaces, please limit use to approximately one hour.

If an issue occurs in the car park, please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).

For incidents such as accidents, theft, or vandalism, please contact the police as necessary.

Security cameras are installed based on the circumstances of each property.
Therefore, as a general rule, we do not accept requests for additional installations. Thank you for your understanding.

Rules regarding rubbish sorting and collection days vary by property.
For details, please contact the management office or the apartment manager.
If you require further assistance, please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).

If you receive mail in error, please do not open it and contact the delivery carrier.
Please refrain from contacting the addressee or sender directly.

The apartment manager's visit schedule varies by property.

For details, please contact the management office.

If you require further assistance, please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).

The contact details for the management office are listed under "D. Management Information" in the tenancy agreement provided when you signed your contract. Please refer to your agreement for details.

If you will be away from your home for an extended period, please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).

Depending on the length of your absence and your circumstances, different procedures may be required.

As a general rule, no procedures are required to park a bicycle.
If you wish to park a motorcycle, the parking location, terms of use, and any applicable fees may vary depending on the property.
For further details, please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).

Village House does not manage or have information regarding the operation of residents' associations or their membership requirements.
Please contact the residents' association directly for further details.

Village House offers a Friend Referral Programme.
When applying, the new resident can enter the referrer's details. Benefits are then provided to both the referrer and the new resident.
*Please note that certain conditions apply to receive the benefits. For details, please see the Friend Referral Programme page.

Please contact us by email, or contact the Emergency Out-of-Hours Support Line at 0120-835-566.

Snow clearing and snow removal from pathways within the property grounds are carried out on a regular basis.
However, residents are responsible for clearing snow within their own parking spaces.
As public roads are prioritised for snow clearance, we may not be able to respond at your preferred time.
Thank you for your understanding.

Grass cutting within the property grounds is carried out on a regular basis.
Please note that, depending on the circumstances, we may not be able to respond at your preferred time.
Thank you for your understanding.

Please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).
Please note that, depending on the nature of your enquiry and the circumstances, we may not be able to accommodate your request. Thank you for your understanding.

Please contact us by email via our website, or through the lifestyle-related inquiries hotline (0120-835-566).
Please note that, depending on the nature of your enquiry and the circumstances, we may not be able to accommodate your request. Thank you for your understanding.

If an additional parking space lease is required, please submit an application through the Resident Request Form under "C-1 Additional Parking Space".

※The parking space lease must be under the same name as the apartment contractholder.
※Parking space leasing terms for existing residents may differ from those offered to new residents.
※The earliest possible start date for use is seven days after the application form has been submitted. However, this may vary depending on the availability and lease commencement date of the parking space.
※Please check the application form for details regarding the required documents. The required documents may vary depending on the lease status.

Please submit a copy of the Vehicle Inspection Certificate（自動車検査証）.
If the Vehicle Inspection Certificate has not yet been obtained due to reasons such as the vehicle not having been delivered yet, please submit it promptly after it is issued.

Please submit an application through the、Resident Request Form under「C-5 Submission of Vehicle Inspection Certificate」.

If a parking space change is required, please submit an application through theApplication Forms for Residents under「C-2 Parking Space Change Application」
※An administrative fee of ¥2,200 (including tax) will apply.
※Please check the application form for details regarding the required documents. The required documents may vary depending on the lease status.

The availability of visitor parking varies by property.
For details, please contact us by email through our website or call the Resident Support Hotline at（0120-835-566）

If a vehicle registered under an active parking space lease is replaced, the leaseholder should submit an application through the Application Forms for Residents under「C-4 Registered Vehicle Change」.
※Submission of a Vehicle Inspection Certificate (車検証) is required.
※Please check the application form for details regarding the required documents. The required documents may vary depending on the lease status.

The availability of motorcycle parking varies by property.
For details, please contact us by email through our website.

If you would like to apply for a Parking Space Certificate (車庫証明), please submit an application through the Application Forms for Residents under「C-6 Parking Space Certificate (車庫証明)」.
※A processing fee of ¥3,300 (tax included) will be charged for each certificate issued.
※Certificates cannot be issued if the parking space is contracted for visitor use, if the parking agreement has not yet been concluded, or if there is any outstanding rent.
※Please check the application form for details regarding the required documents. The required documents may vary depending on your contract status.
※If you have a parking-only contract, please contact us separately.

Once we have confirmed payment of the issuance fee, the certificate will be issued. The estimated delivery times are as follows:
・By email: Approximately 1 to 2 days
・By postal mail: Approximately 10 days (delivery times may vary depending on postal conditions)

Please submit an application through the Application Forms for Residents under「C-6 Parking Space Certificate (車庫証明)」.
※If there are any changes to the information on the certificate, or if a certain period of time has passed since the previous issuance, a processing fee of ¥3,300 (tax included) will be charged for each certificate issued.
※If a processing fee applies, the certificate will be issued after confirmation of payment.
※Please check the application form for details regarding the required documents. The required documents may vary depending on your contract status.

In most cases, no renewal procedure is required.
-If you have a fixed-term lease agreement, renewal procedures are required when the lease term expires.
-If any of your registered information changes, please submit the necessary updates promptly.
-We may ask you to review and update your registered information from time to time.

No. We do not charge any lease renewal fees.

Before proceeding, please ensure that the person who will become the new contract holder agrees to take over the contract.

After confirming their intention, the current contract holder must contact our Customer Support Center at 0120-835-566.

If the contract holder has passed away, the heir who will become the new contract holder should contact our Customer Support Center at 0120-835-566.

Please submit the appropriate request through the Resident Request Form based on the type of change:
-Name (Surname) Change: "G-1 Name Change"
-Address Change: "G-4 Address Change"
-Phone Number Change: "G-3 Change of Phone Number / Email Address"
-If the contract holder's name (surname) has changed, please first complete the account name change procedure with your financial institution.
*Please check each form for details regarding the required documents and procedures.
*The required documents may vary depending on your contract status.

If you would like to add an co-tenant, please submit an application through the Resident Request Form under "D-1 Application to Add a Resident."
*Depending on the circumstances, you may not be eligible to apply. Please refer to the form for details.
*Please note that the additional co-tenant may not be approved following the evaluation process.
*Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

If a co-tenant will be moving out, please submit an application through the Resident Request Form under "D-2 Tenant Move-Out Application."
*Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

If you would like to change your emergency contact, please submit an application through the Resident Request Form under "G-6 Emergency Contact Change."
*Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

If you would like to change your joint guarantor, please contact our Customer Support Center at 0120-835-566.

If you would like to add a co-tenant and share your apartment with another person, please submit an application through the Resident Request Form under "D-1 Application to Add a Resident."
-Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

If you would like to end a room-sharing arrangement, please submit an application through the Resident Request Form under "D-2 Tenant Move-Out Application."
*Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

The maximum number of occupants depends on the apartment layout. As a general guideline:
-1DK, 1LDK, 2K, 2DK: Up to 2 occupants
-2LDK, 3DK: Up to 3 occupants
Please note that these limits may not apply if the additional occupants are your fiancé(e) or family members.

Depending on the property, pets or multiple pets may not be permitted.
If you would like to keep a pet, please submit an application through the Resident Request Form under "D-3 Pet Registration Application."
-A security deposit is required if you keep a mammal.
-Depending on the type of pet, vaccination and spaying/neutering may be required.
-Please check the form for details regarding the required documents and procedures. The required documents may vary depending on your contract status.

Notifications are sent sequentially to eligible customers up to six months before the contract expiration date.

Please return the required documents no later than three months before the contract expiration date.

Please note that the available procedures may vary depending on your contract status.
Please check the form for details on the options available to you.

A. Repairs and Maintenance Requests
Request repairs for faulty or malfunctioning equipment and fixtures in your apartment.

B. Move-Out and Lease Termination Procedures
Submit requests related to moving out or terminating your lease.

C. Parking-Related Requests
Add a parking space / Change your parking space / Cancel a parking contract / Update registered vehicle information / Submit a vehicle inspection certificate / Request a parking-use certificate

D. Changes to Your Lease Information
Add or remove co-tenants/ Apply for pet registration / Request a leaseholder name change due to death / Change or renew a guarantor / Apply to renew a fixed-term lease agreement

E. Certificate and Document Issuance
Request a rent payment certificate or a copy of your lease agreement.

F. Fire Insurance Enrollment and Policy Submission
Apply for fire insurance or submit your insurance policy certificate.

G. Updates to Customer Information
Change your name / Update employer information / Change your phone number or email address / Update the registered address of an emergency contact or guarantor / Change the rent payment account / Change your emergency contact / Register a legal representative / Submit an updated residence card

Please submit your request through Resident Request Form under "E-1 Issuance of Rent Certificate and Other Documents."

A copy of the lease agreement is provided when the agreement is signed. Before submitting a request, please check your contract documents or the electronic contract email you received at the time of signing.
Please note that, as a general rule, only a copy of the original lease agreement issued at the time of move-in can be provided.