1. Contracts & Cancellations
Q1: I submitted the move-in inspection checklist, but I made a mistake. Can I resubmit it?
A: If it is within one month from the contract start date, you can resubmit the move-in inspection checklist upon request. If you wish to resubmit, please contact the branch office that handed you the key.
▼ List of Branch Offices:https://www.issei-syoji.co.jp/shoplist
Q2: I want to terminate my contract (move out). What should I do?
A: If you wish to terminate your contract, please review the terms of your lease agreement—such as the notice period for cancellation and penalty fees—and complete the procedure using the Move-out Form on our website. (You can also apply via “Move-out Application” on the top page of the Resident App.)
▼ Move-out Form:https://www.issei-syoji.co.jp/inquiry/taikyo
Q3: I want to change my rent payment account. Where should I contact?
A: The procedure for changing your bank account varies depending on the payment collection company you use. Please contact us via the Inquiry Form on our website, and we will guide you through the process.
Q4: How should I complete the room inspection upon moving in?
A: After moving in, please submit the details via the “Move-in Inspection” section in the Resident App. Please follow the instructions in the app to enter the information.
Please submit it promptly after moving in (within one month from the contract start date). Note that if no checklist is submitted within one month from the contract start date, it will be assumed that there were no defects or issues at the time of move-in.
Q5: Can I pay my rent by credit card?
A: Currently, credit card payments for rent are not supported for properties managed by our company. Thank you for your understanding.
2. Renewal
Q1: What is the procedure for contract renewal?
A:
- If you have received a Contract Renewal Notice:
Please follow the instructions provided in the notice. Submission of renewal documents and payment of renewal fees are required. - If you have not received a Contract Renewal Notice:
Please contact us using the “Renewal Inquiries” link below.
▼ Renewal Inquiries:
https://www.issei-syoji.co.jp/inquiry/update
Q2: What should I do if I cannot meet or have missed the deadline for the renewal procedure or payment?
A: If your payment is delayed due to unavoidable circumstances (or if the deadline has already passed), please contact us using the “Renewal Inquiries” link below.
▼ Renewal Inquiries:https://www.issei-syoji.co.jp/inquiry/update
Q3: What is the flow of the renewal process?
A: Before your lease expires, we will send you a renewal notice. Please review the contents, return the required renewal documents, and pay the renewal fee.
Q4: I plan to move out right after the renewal date. Can the renewal fee be waived?
A: If the lease termination date falls after the renewal date, renewal fees cannot be waived. Please either terminate the contract prior to the renewal date or pay the renewal fee before moving out.
3. Neighborhood Issues
Q1: Where should I consult regarding noise within the building (neighbors above, below, left, right) or issues in common areas?
A: Please contact the following number:
【Trouble Consultation Contact】 TEL: 0570-007-001
Hours: Weekdays 10:00 – 18:00
Outside these hours, please submit your inquiry via the dedicated Consultation Form below.
When contacting us, please provide the following details:
- Details to share:
- Type of noise (loud voices, dropping/dragging objects, etc.)
- Frequency and when it started
- Time of day
- Suspected unit/room number (if known)
(In emergency situations, please contact the police.)
▼ Dedicated Consultation Form:
https://www.issei-syoji.co.jp/contact_trouble/
Q2: An unauthorized vehicle is parked in my space. Where should I consult?
A: Please contact the following number:
【Trouble Consultation Contact】 TEL: 0570-007-001
Hours: Weekdays 10:00 – 17:30
Outside these hours, please submit your inquiry via the dedicated Consultation Form below.
When contacting us, please provide the following details:
- Details to share:
- Frequency and when it started
- Time of day
- Vehicle type, color, and license plate number
(In emergency situations, please contact the police.)
▼ Dedicated Consultation Form:
https://www.issei-syoji.co.jp/contact_trouble/
4. Property Maintenance & Troubleshooting
Q1: I lost my key. Who should I contact?
A: Please contact the emergency helpline below:
Anshin Support 24: 0120-333-681
Q2: A light in the common area (hallway/entrance) is burnt out. Who should I contact?
A: Please contact the emergency helpline below:
Anshin Support 24: 0120-333-681
Q3: My air conditioner is not working. What should I do?
A: Please try the following steps. If the issue persists, contact Anshin Support 24 (0120-333-681). When calling, please specify the manufacturer, model number, symptoms, and when the issue started.
(Please note that repairs or service visits may take some time.)
- Check if the remote control batteries are installed correctly.
- Check if the circuit breaker is ON.
- Check if the remote display is normal or showing an error code.
- Unplug the main unit from the outlet once and plug it back in.
- Check if the air intake or outlet vents on the indoor/outdoor units are blocked.
- If there is a large temperature difference with outdoor air, operation may take time to start.
- Check if the outdoor unit is operating normally (e.g., fan spinning).
- Check the air filter and clean it if dirty.
Q4: There is no hot water. Should I contact the gas company?
A: Please try the following steps. If the issue persists, contact your gas company (please inform them of the manufacturer and model number).
(Please note that repairs or service visits may take some time.)
- Check the remote control display.
- Turn off the remote power, wait 5 minutes, and turn it back on.
- Check if the main gas valve is open.
- Check if the power plug is securely plugged into the outlet.
- Unplug the power cord once and plug it back in after 5 minutes.
- Perform the reset procedure on your gas meter.
Q5: Water is leaking from the floor or ceiling above. What should I do?
A: Please contact ISSEI Anshin Support 24 (0120-333-681) immediately. As an emergency measure, move your belongings away from the area and place buckets, basins, or towels to minimize damage.
Q6: How can I use the free Wi-Fi?
A: Please check the informational brochure provided at the time of move-in.
Q7: My internet is slow or won’t connect. Who should I contact?
A: Please try the following step. If the issue persists, contact your internet service provider (you will need the device manufacturer and model number).
- Unplug the power plug once and plug it back in after a few minutes.
Q8: I want to install internet infrastructure. Who should I consult?
A: If installation involves drilling holes in the walls, approval from the landlord is required. Please consult us via the inquiry form.
Restoration costs upon moving out will be borne by the tenant. If no drilling or major modifications are involved, you may proceed.
5. Certificates & Documentation
Q1: I need a Certificate of Parking Space Availability (Vehicle Storage Location Certificate). Who should I consult?
A: Please inquire at your nearest branch office. Note that certificate issuance is not available for properties not managed by our company.
- A designated issuance fee applies.
- Issuance may take some time.
▼ List of Branch Offices:
https://www.issei-syoji.co.jp/shoplist/
▼ For Online Requests:
https://www.issei-syoji.co.jp/inquiry/certificate/
6. Daily Living Guidance
Q1: Is visitor parking available?
A: Please check the parking map for the availability of visitor parking. If no guidance regarding visitor parking was provided at move-in, visitor parking is not available.
Parking spaces other than your contracted space belong to other residents. Our company assumes no responsibility for issues resulting from unauthorized parking.
If you require regular extra parking, please apply for an additional monthly parking contract within the premises or nearby.
Q2: Can I use a vacant parking space for just one day?
A: As a general rule, temporary rental of vacant spaces is not permitted.
Q3: Where can I check the rules for garbage disposal?
A: Sorting methods and disposal rules vary depending on your municipality. Please check the official website of your local municipality for details.
Note that collection schedules may vary by area within the municipality, so please be careful to follow your local schedule.