Addressing Customer Harassment: Measures by Japan Rental Housing Management Association

Combating Customer Harassment in Japan's Rental Industry

The Japan Rental Housing Management Association (JPM), headquartered in Chiyoda, Tokyo, has taken crucial steps to address the prevalence of customer harassment, known as "Kasuhara," among its member companies. Recent survey findings reveal a concerning trend, with approximately 60% of respondents admitting to experiencing customer harassment. Alarmingly, nearly 40% of these members reported a lack of effective countermeasures in their organizations.

As the issue persists, it poses a significant risk to employee well-being, leading to burnout and potential workforce attrition. To combat this challenge, JPM is collaborating with the Ministry of Land, Infrastructure, Transport and Tourism to introduce collective measures aimed at alleviating the burden on individual companies trying to create their countermeasures.

Support Measures Provided by JPM

JPM's response includes several innovative resources that aid companies in countering customer harassment effectively. Here's a closer look at the measures implemented:

1. Framework for Basic Guidelines on Customer Harassment: JPM has developed a standardized format to help companies communicate their stance on customer harassment on their websites and other platforms, fostering transparency and awareness.

2. Development of Contractual Clauses: Specific clauses aimed at terminating agreements in the event of customer harassment have been created. These clauses can be integrated into leasing agreements to proactively prevent incidents.

3. Awareness Posters: In conjunction with the Ministry, JPM has produced educational posters designed to be displayed in shops and other premises to reduce instances of customer harassment by raising awareness.

4. Smart Handbook for Resolving Customer Harassment: This comprehensive resource provides flowcharts for determining whether an incident qualifies as customer harassment, alongside detailed case studies and solutions.

The Challenge of Addressing Customer Harassment

Addressing customer harassment requires delicate communication that can sometimes lead to friction with clients. By taking a neutral stance as an industry organization, JPM believes it can facilitate better outcomes that are acceptable to both customers and member companies.

With almost 19 million rental properties across Japan, the rental housing sector stands as an essential social infrastructure supporting people's living standards. Ensuring the safety and security of the frontline employees in this industry is integral to fostering comfortable living conditions.

JPM remains committed to enhancing the working environment for professionals in rental housing management as part of its mission to protect and improve the lives of citizens.

About the Japan Rental Housing Management Association

JPM aims to establish and promote sound and specialized management practices in the rental housing sector. Its goal is to cultivate a well-structured rental housing market that contributes to vibrant national living standards. As of April 2024, the association comprises 2,501 members, all working towards these common objectives.

For further updates and resources, visit Living and Management.