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SUPPORT DURING YOUR STAY

Safety & stay support

Find emergency services, LIVIA contacts and safety guidance below. Check your arrival instructions and on-site signs for the equipment and evacuation routes in your home.

SAFETY FIRST

In an emergency, call for help directly

For immediate danger, fire or a medical emergency, do not wait for LIVIA, email, a form or an AI reply.

119 and 110 are emergency numbers for calls within Japan. These buttons open your device's phone function; LIVIA does not place the call. If you cannot call, ask someone nearby or facility staff for help.

Ordinary contact, once safe

Tell LIVIA what happened

Once safe and after any necessary emergency call, tell LIVIA the property, time and current situation. Do not delay seeking help to take photos or fill in a form.

Contact LIVIA by phone at +81 80-7003-0314 or email info@livia.jp. Monday–Friday, 11:00–17:00 (Japan time). Calls are available in Taiwanese and Japanese. English calls are unavailable.

Prepare an enquiry →+81 80-7003-0314info@livia.jp

Email and enquiries are not emergency calls or confirmed dispatches. Round-the-clock or immediate replies are not guaranteed.

JNTO · JAPAN VISITOR HOTLINE

Multilingual help for visitors

JNTO offers travel information and help with accidents, illness and disasters in English, Chinese and Korean, 24 hours a day, every day. Call 119 or 110 directly in an emergency.

050-3816-2787

Calling from outside Japan: +81-50-3816-2787
The international format omits the first 0. Availability and call charges depend on your phone service.

Official JNTO details ↗

Japanese phrases to read or show

Replace brackets with real information from where you are. Check your actual entry guide or on-site signs for the address, building and room; no on-screen address is supplied here. If the address is unknown, still call for help, describe a visible landmark and follow the operator's questions.

Ambulance
救急です。救急車をお願いします。This is a medical emergency. Please send an ambulance.
Fire
火事です。消防車をお願いします。There is a fire. Please send the fire service.
Police
事件・事故です。警察をお願いします。There is an incident or accident. I need the police.
Give the location
住所は【実際の住所】です。【建物名】の【部屋番号】です。The address is [actual address], building [name], room [number].
If you do not know the address
住所が分かりません。近くに【実際の目印】があります。I do not know the address. I am near [a landmark you can actually see].

Say which language you need. Interpretation methods and languages vary by area and service.

What should I do first?

Earthquake

Protect yourself under a sturdy table or away from falling objects until shaking stops. Do not try to turn off a flame during strong shaking. Follow official information and local evacuation instructions.

Related help →Official guidance ↗

Smell of gas

Do not use flames or operate lights or extractor switches. Keep away from the gas smell. From a safe place, contact the property's designated gas emergency service immediately; call 119 for immediate danger, fire or injury.

Related help →Official guidance ↗

Water leak

If anyone is in danger, move to safety and use public emergency services. For other leaks, contact the designated building contact and LIVIA from a safe place. Do not dismantle fittings; confirm work, cost and who pays before arranging repairs.

Related help →Official guidance ↗

Locked out

Move somewhere safe, check your entry instructions and contact LIVIA or the verified building contact. Do not force the lock. Confirm the total price and extra charges before hiring a locksmith. If someone is trapped and in immediate danger, do not wait for ordinary support.

Related help →Official guidance ↗
Disaster information and non-emergency advice

All hours are Japan time. Official information checked:

When you need help

in-stay emergency contact telephone number
+81 80-7003-0314 Monday–Friday, 11:00–17:00 (Japan time). Calls are available in Taiwanese and Japanese. English calls are unavailable. Enquiries outside these hours are handled in order during the next business period. Round-the-clock replies, an immediate response or dispatch are not guaranteed. Call 119 for immediate danger to life, fire or medical emergencies, or 110 for urgent police matters, without waiting for LIVIA.
fire, earthquake and medical emergency instructions
Put your safety first. Call 119 for immediate danger, fire or a medical emergency, or 110 for an urgent police incident. Give the address, building, room, situation and language needed, and follow emergency-service instructions. Follow building and local-authority evacuation guidance and do not return to danger for belongings. Tell LIVIA once safe. Use the official links on this page for further guidance.
lost keys, leaks, power cuts and equipment failure procedures
Move-in starts at 08:00 Japan time on the contract start date. Once the contract, required identity checks, payment and key preparation are confirmed, an email from 08:00 that day directs the customer to sign in and view the four-digit key-box code in their account. The code itself is not included on public pages or in email. Codes change for each tenancy, with handover, return and revocation recorded. Do not share codes, copy keys without permission or move the key box; contact LIVIA for loss or failure. Contact LIVIA for repairs. As landlord, LIVIA handles its contractual and legal duties, assesses the issue and urgency, and arranges necessary action and restoration. Responsibility and any tenant charge depend on the cause, evidence, contract and law, without restricting statutory tenant rights.

Property safety and accessibility

each property's escape route, assembly point and emergency guide
On arrival, check evacuation signs in the home and shared areas, exits, escape stairs and local-authority guidance. Routes and destinations vary by property and type of disaster; this page does not assign a universal evacuation location. Ask LIVIA if guidance is missing or unclear. Keep corridors, stairs and exits clear.
verified fire, lock and safety equipment details
Check the location and operation of fire equipment, locks and other safety equipment against your home’s actual instructions and signs. Equipment is not identical in all homes. Do not remove, obstruct or disable alarms or other safety equipment. Report missing or faulty equipment or unclear instructions to LIVIA promptly. Key-box locations and codes are available only through authorised account access, never on public pages.
lifts, steps, entrance widths and accessibility support
Lifts, steps, entrance widths and bathroom layouts vary by home. Check the property details before applying. If you use a wheelchair or mobility aid or need other assistance, tell LIVIA the required dimensions and support before signing so that suitability can be checked. Facilities and staffed assistance that have not been expressly confirmed are not guaranteed.
applicable insurance, damage procedures and claims contact
For damage, leaks, breakage or an accident, make yourself safe, then tell LIVIA the time, place and circumstances by account enquiry or phone, with photographs where possible. Keep relevant evidence and cost records. Insured parties, coverage, exclusions and claim procedures depend on the individual contract and policy; not every home or loss is covered. Any required resident-arranged insurance is disclosed before signing. Liability depends on the cause, evidence, agreement and law.