How to Properly Report Maintenance Issues to Your Management Company—Communication Techniques to Resolve Problems Quickly

Maintenance Issues in Rental Properties—Who Is Responsible for Repairs?

When equipment fails in a rental property, many tenants feel confused about how to respond. Who bears the repair costs? Where should you contact? What should you do if the management company is slow to respond?—We'll address these questions systematically.

The Landlord's Repair Obligation Is Fundamental

Under Civil Code Article 606, "the lessor is obligated to perform repairs necessary for the use and benefit of the leased property." In other words, repairs resulting from natural equipment failures or age-related deterioration are fundamentally the landlord's (or management company's) responsibility.

However, damage caused by tenant negligence or intentional acts becomes the tenant's responsibility.

Under the Civil Code amendments that took effect in April 2020, tenants can now perform certain "minor repairs" such as light bulb replacement themselves. However, to avoid future disputes over cost responsibility, it's wise to notify the management company before proceeding.

When Equipment Fails—The Importance of Initial Response

1. Document the Current Condition First

When a problem occurs, always document it with photos and video before any repairs begin.

• •Water leaks: Record the location of the leak and the spread of water in video
• •Equipment failure: Photograph the equipment's appearance and any error displays
• •Roof leaks: Photograph the location of the leak and any water stains on the ceiling or walls

Without documentation, you may hear "there's no evidence," which can lead to delays in response or put you at a disadvantage when discussing cost responsibility.

2. Assessing Urgency

Adjust the speed and method of notification based on the urgency level.

Emergency (Contact Immediately)

• •Water leaks (affecting the unit below or a large amount of water flowing)
• •Gas leaks (contact the gas company or fire department first, then the management company)
• •Broken lock preventing entry or exit
• •Elevator or emergency equipment malfunction

Urgent (Contact Same Day)

• •Water heater or air conditioning failure (urgency varies by season)
• •Toilet clogging or water won't stop running
• •Roof leaks (occurring during rain)

Normal (Contact Within a Few Days)

• •Light bulbs or fluorescent lights burned out
• •Damaged window screens
• •Minor water leaks in water fixtures (currently stopped)

Effective Communication Methods with Your Management Company

Phone Communication—Optimal for Emergencies

For high-urgency issues, a phone call is the fastest method. Organize the information you need to convey before making the call.

Information to Convey Over the Phone

1. Your name and apartment/room number (or address)
2. The specific nature of the problem
3. When the problem started
4. The current status (whether it's worsening or has stopped)
5. Whether you've already taken photos

Example: "This is Tanaka from Unit 303 at ○○ Mansion. Water has been seeping from the pipe under the washbasin since last night, and it's spreading across the floor. I've already taken photos. Can you respond urgently?"

Email or Management System—Creates a Record

For low-urgency issues or when you can't reach someone by phone, email or the management company's online system is effective. These create a record of when you contacted them, which serves as evidence if you need to point out delays in response.

Information to Include in Email

• •Detailed description of the problem (who, what, when, where, why, and how)
• •Attached photos (include the photos you've documented)
• •Your preferred course of action
• •Hours when you can be reached and preferred contact method

Avoiding Disputes Over Repair Cost Responsibility

Confirm Cost Responsibility in Advance

When requesting repairs, confirm in advance who will bear the costs.

• •Ask: "In the case of natural equipment failure, will the landlord cover the repair costs?"
• •If there's a possibility of tenant fault, explain the situation honestly

Reviewing Estimates and Work Details

When repairs are needed, the management company typically selects the contractor and obtains quotes. To avoid unreasonably high estimates, it's helpful to research approximate market prices beforehand.

When Response Is Delayed or Refused

Follow-up Communication and Documentation

If no action is taken within about a week, follow up. Keep your communication documented via email.

Using Registered Mail with Return Receipt

If the management company or landlord significantly neglects repair obligations, sending a formal letter via registered mail creates legal pressure and documented evidence.

Using Public Consultation Services

• •Consumer Centers (Consumer Hotline 188)
• •Real Estate Consultation through the Ministry of Land, Infrastructure, Transport and Tourism (available through prefectural real estate associations)
• •Attorneys and Legal Aid Services (if cost is a concern, use Legal Aid's free consultation services)

Tenant's Right to Make Repairs (2020 Civil Code Amendment)

The Civil Code amendments enacted in 2020 clarified the "tenant's right to make repairs." If there are urgent circumstances or if the landlord fails to make repairs within a reasonable period despite being requested, the tenant may perform the repairs and bill the landlord for the costs (Civil Code Article 607-2). However, proceeding requires caution and carries legal risks, so consulting with a professional is recommended.

Summary

The three fundamentals of requesting repairs in rental properties are: "document with evidence," "communicate clearly," and "confirm cost responsibility in advance." Record the problem with photos and video immediately, then contact your management company using the method appropriate for the urgency level. If response is delayed, accumulate documentation and consider using public consultation services. Tips for avoiding restoration to original condition disputes at move-out are also covered in Finding a New Home While Preparing to Move Out. By understanding the proper approach, you can avoid unfair cost burden and disadvantageous situations.

When living in a rental apartment, you may encounter the terms "management association" and "management company." These are two separate organizations with different relationships to tenants. This guide explains the differences and roles of each so you can contact the right organization if a problem arises.