Sustainability Report 2018/19

Strategies and Management Building Homes with Heart is our long-standing belief that guides the management of our product and service quality while supporting the above-mentioned SDGs. Putting this into practice, the Group seeks to introduce the use of innovative technologies and cutting-edge ideas in the development and management of prime properties while offering attentive services that exceed expectations. Dedicated to creating comfortable living environments, productive workplaces, enjoyable recreational facilities and the health and wellness of our customers, we have adopted a set of service protocols which cover customer satisfaction, health and safety as well as information privacy. To help maintain long-term relationships with our customers, we have also established the SHKP Club and Club Royal, which communicate regularly with our customers and the community at large while attentively responding to their needs and concerns. Building Homes of the Finest Quality ‘Quality, Speed, Efficiency’, the three SHKP core values, are incorporated into each and every stage of our development projects. The use of top-quality materials along with comprehensive inspections carried out during the property handover stage are widely recognized and hailed by the public. In 2013, we initiated a three-year warranty policy on new residential developments in order to gain additional trust from our customers. This warranty period is the longest offered by any Hong Kong developer and fully reflects the confidence we have in our product quality. Our vertically integrated development model enables full quality assurance at all development stages, from land acquisition, project planning and management, material sourcing and construction through to marketing, sales and property management. Design and construction We leverage our extensive experience in property development to design projects that meet the needs of our customers. The materials we use are meticulously selected, having gone through rigorous quality assessments. Through continued monitoring, we ensure that the highest level of safety and quality is achieved during the construction phase. Pre-sale Prior to the sale of every project, our in-house professionals carry out inspections specifically targeted at building quality based on SHKP’s benchmark systems. We seek further assurance to ascertain the quality of our products through the engagement of our project-monitoring teams who will carry out quality audits to ensure zero defects within our completed projects. When our residential properties are completed and put on the market for sale, the Group ensures that the related marketing and communication materials comply with all relevant regulations and industry guidelines, including the Residential Properties (First-hand Sales) Ordinance. Furthermore, the preparation and release of sales brochures and other marketing materials are also reviewed and closely monitored by our internal expert committee. Handover We usually plan six months in advance for the handover process and conduct at least three full-scale checks, covering over 120 items in every unit. Training is provided to our sales and customer-services team to enhance their knowledge and skills in order to deliver complete, accurate and easy-to-understand information to homebuyers during the property handover stage. After-sale In 2013, we began offering three-year warranty policies for newly completed residential developments to further strengthen customers’ confidence in our building quality. All of our sold properties continue to be monitored and reviewed by qualified safety officers. Striving for constant improvement, the Group promotes the use of digital technologies to enhance the overall property handover process and experience. For example, the mobile application ‘Intake Easy’ was developed by Hong Yip and was first introduced to Century Link homebuyers to assist the handover process, providing greatly improved efficiency and convenience. With the ‘Intake Easy’ application, homebuyers can easily sign off on all documents involved in the process, report any defects spotted during handover, and keep track of all repairs and maintenance work during the warranty period via various electronic devices. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2018/19 23