Who should I contact for repairs if there are issues with the house, such as leaks or equipment malfunctions?

Okay, encountering housing problems in Japan can definitely be a headache. Don't panic though – there's a basic logic to who you should contact. Let me break it down for you; it'll be clear after reading this.

Simply put, you first need to determine what type of dwelling you live in: an apartment building (マンション - mansion) or a detached house (一戸建て - detached house). The approach is completely different for these two situations.

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Scenario 1: If you live in an Apartment Building (マンション)

This is the simplest case. Your first point of contact is always the Property Management Company (管理会社 - Kanri-gaisha).

• Why the Management Company? Many parts of an apartment building, especially plumbing, structure, etc., involve common areas. The management company is the "head manager" for the entire building. They know the building's structure best and have established relationships with repair contractors. Contacting them directly saves you a lot of hassle.

• How to Contact Them?

  • You can usually find the management company's emergency contact number in your mailbox, on the bulletin board in the building lobby, or on your monthly management fee bill.
  • Call them and explain your situation (e.g., toilet leaking, water heater not producing hot water, etc.).

• What Will the Management Company Do?

  1. Determine Responsibility: They will first determine if the problem is in the "Exclusive Area" or the "Common Area".
     • Exclusive Area (専有部分): Refers to facilities entirely within your unit, like your faucets, toilet, interior flooring, wallpaper, etc. Repair costs for this area are usually your responsibility. However, the management company can still recommend reliable repair companies to help you avoid getting ripped off.
     • Common Area (共用部分): Refers to the building structure, shared pipes, roof, exterior walls, etc. For example, a leak might originate from a pipe in your upstairs neighbor's unit (their exclusive area) or from a main pipe within the wall (common area). If it's a common area problem, the repair cost is covered by the building's management association (similar to a homeowners association), and you don't pay.
  2. Arrange Repairs: Once responsibility is clear, they will tell you the next steps. They will either send someone directly or give you the contact information for a recommended repair company.

Summary: If you live in an apartment, regardless of the situation, calling the management company first is always the right move!

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Scenario 2: If you live in a Detached House (一戸建て)

In this case, it's essentially "you're on your own" since there's no management company. But don't worry, follow this order to find help.

First Choice: Contact the Builder/Contractor (ハウスメーカー / 工務店)

If your house is new or still under warranty, this is absolutely your best option!

• New Home "After-Sales Service" (アフターサービス): New homes in Japan usually come with warranties.
  • 10-Year Warranty: Covers major structural issues, waterproofing, etc. (e.g., foundation sinking, beam breakage, roof leaks).
  • 1-2 Year Warranty: Covers internal fixtures and equipment (e.g., water heater, ventilation fan, doors/windows).
• What to Do?
  • Find your home purchase contract and documents, and locate the builder's "After-Sales Service" or "Customer Service" contact number.
  • Call and explain the situation. If it's covered by the warranty, they will send someone to inspect and repair it for free. Even if the warranty has expired, they know the house they built best, so repairs through them are often the most reliable.

Second Choice: Contact a Specialized Repair Company (専門の修理業者)

If your house is out of warranty, or it's a second-hand house and you don't know the original builder, you'll need to find a specialized repair company yourself.

• Water Pipe, Toilet Leaks/Clogs:
  • Search online for a "水道屋 (Suidou-ya)" (plumber) in your area.
  • Nationwide chains like 「クラシアン (Kurashian)」 are well-known and offer 24-hour service, but prices might be higher. You can also look for well-reviewed local smaller companies.
• Gas, Water Heater Problems:
  • Call your contracted gas company directly (e.g., Tokyo Gas, Osaka Gas, etc.). They usually provide repair services for their installed equipment.
• Electrical, Air Conditioning Problems:
  • Contact your electricity company, or search online for a local "電気屋 (Denki-ya)" (electrician/appliance repair shop).
  • For specific appliances like air conditioners or washing machines, contacting the brand's after-sales service directly is often fastest. The customer service number is usually on a sticker on the appliance.
• Doors, Windows, Walls, Roof, etc.:
  • Look for a "リフォーム会社 (Reform-gaisha)" (renovation/remodeling company). They can handle various complex house repairs.

Finally, Don't Forget Your "Secret Weapon": Fire Insurance (火災保険)

Many people think fire insurance only covers fire damage, but that's not true!

• Check Your Policy Terms! Many fire insurance policies include coverage for "水濡れ (Mizu-nure)" (water damage from leaks), "破損・汚損 (Hason-oson)" (accidental breakage or damage, e.g., a child breaking a window), and other incidents.
• What to Do?
  • Before spending a lot on repairs, call your insurance agent and ask if your situation is covered.
  • If it is, they will explain the process, which usually involves: "Take photos for evidence -> Get the repair done and obtain a quote/invoice -> Submit the documents to file a claim".

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Summary

Hope this guide helps! In Japan, as long as you contact the right people, the process for handling these issues is quite clear and standardized.